The Walk-up Experience is great but what if the agent needs to send the customer to another queue?
In our scenario we're using Walk-up Experience to provide virtual queuing for student support. The service is a single-point-of-access but the student may be referred to specialist support in another queue. We need a way for the agent to triage the issue and - if needing referral - put the student in the queue for a specialist.
This implementation requires an AJAX Script Include and Agent Workspace UI Action. While Walk-up is a scoped application we'll do our work in Global scope.
Script Include
Create a new Script Include (sys_script_include) called WalkUpAPIAjax.
| Field | Value |
|---|
| Name | WalkUpAPIAjax |
| Client callable | Checked |
| Description | Wrap the WalkUpAPI in a client-callable. |
| Script |
var WalkUpAPIAjax = Class.create();
WalkUpAPIAjax.prototype = Object.extendsObject(AbstractAjaxProcessor, {
// list currently available locations
listLocations: function() {
if (!gs.hasRole('sn_walkup.walkup_technician')) {
return;
}
var is_open = this.getParameter('sysparm_open') == 'true';
gs.include('sn_walkup.WalkUpAPI');
var walkup = new sn_walkup.WalkUpAPI();
var queues = [];
var queueGr = new GlideRecord('wu_location_queue');
queueGr.addActiveQuery();
queueGr.query();
while(queueGr.next()) {
if (is_open && !walkup.isLocationOpen(queueGr.sys_id))
continue;
queues.push({
sys_id: queueGr.getUniqueValue(),
display_value: queueGr.getDisplayValue(),
location: queueGr.getValue('location')
});
}
return JSON.stringify(queues);
},
// user, locationQueue, options
checkIn: function() {
if (!gs.hasRole('sn_walkup.walkup_technician')) {
return;
}
gs.include('sn_walkup.WalkUpAPI');
var sysparm_user = this.getParameter('sysparm_user');
var sysparm_locationQueue = this.getParameter('sysparm_locationQueue');
var sysparm_options = this.getParameter('sysparm_options') || '{}';
var user = new GlideRecord('sys_user');
if (!user.get(sysparm_user)) {
return 'User not found.';
}
var locationQueue = new GlideRecord('wu_location_queue');
if (!locationQueue.get(sysparm_locationQueue)) {
return 'Location not found.';
}
var options = JSON.parse(sysparm_options);
try {
new sn_walkup.WalkUpAPI().checkIn(user, locationQueue, options);
}
catch(err) {
return err;
}
return '';
},
type: 'WalkUpAPIAjax'
});
|
UI Action
Create a new UI action (sys_ui_action) called Transfer Location.
| Field | Value |
|---|
| Name | Transfer Location |
| Table | Interaction [interaction] |
| Show update | Checked |
| Client | Checked |
| Condition | current.state == 'work_in_progress' && current.type == 'walkup' |
| Workspace Form Button | Checked |
| Requires role | sn_walkup.walkup_technician |
| Workspace Client Script |
function onClick(g_form) {
// get the interaction, so we can filter out the current location
var intGr = new GlideRecord('interaction');
intGr.addQuery('sys_id', g_form.getUniqueValue());
intGr.query(function(intGr) {
intGr.next();
// use API to retrieve the list of OPEN locations
var ga = new GlideAjax('global.WalkUpAPIAjax');
ga.addParam('sysparm_name', 'listLocations');
ga.addParam('sysparm_open', 'true');
ga.getXMLAnswer(function(answer) {
var choices = JSON.parse(answer)
.filter(function(queue) {
return queue.location != intGr.location;
})
.map(function(queue) {
return {
displayValue: queue.display_value,
value: queue.sys_id
};
});
if (choices.length == 0) {
return g_modal.confirm('No other queues are open.');
}
// present a dialog for the user to choose the location and update the transfer reason
// https://www.ashleysn.com/post/workspace-ui-actions
g_modal.showFields({
title: 'Location to transfer to',
fields: [{
type: 'choice',
name: 'location_queue',
label: getMessage('Location'),
mandatory: true,
choices: choices
},
{
type: 'textarea',
name: 'reason',
//label: getMessage('Short description'), // Omit to keep the dialog small
mandatory: true,
value: g_form.getValue('short_description')
}
]
}).then(function(fieldValues) {
var queue = fieldValues.updatedFields[0].value;
var queueName = fieldValues.updatedFields[0].displayValue;
// close current interaction
g_form.setValue('state', 'closed_complete');
g_form.save();
// reason gets copied into the interaction short description
var options = {
// reason_id defaults to other
reason_description: fieldValues.updatedFields[1].value
};
// queue into selected queue
var ga = new GlideAjax('global.WalkUpAPIAjax');
ga.addParam('sysparm_name', 'checkIn');
ga.addParam('sysparm_user', g_form.getValue('opened_for'));
ga.addParam('sysparm_locationQueue', queue);
ga.addParam('sysparm_options', JSON.stringify(options));
ga.getXMLAnswer(function(answer) {
if (answer != '') {
g_form.addInfoMessage(answer);
} else {
g_form.addInfoMessage('Transferred to ' + queueName);
}
});
return true;
}).fail(function() {});
});
});
}
|
