Agent workspace - UI buttons issue

diNesh_M · ‎08-30-2019

Hi all,

I would like to know why the UI buttons and their functionalities that are configured in ITIL view are not getting reflected in Agent workspace ?

For each and every button we need to go to UI actions and select workspace form button and write a script in workspace client script to make any button work in Agent workspace.

Also would like to know in any of the future release like Newyork or Orlando ,will this remain the same or the buttons we configure in ITIL view will automatically reflect and work in Agent workspace,because it takes lot of effort and time to configure each and every buttons in agent workspace while they already exist in ITIL view.

Any input on this would be highly helpful.

Thanks

Mrigank Gupta · ‎09-10-2019

On creation of a work item, create a scheduled event (let the time be 2 minutes). This will mark the work item as cancelled if the state doesnot change to accepted within 2 minutes.

Then wrte a BR on state change to cancelled

var originalUser = gs.getSession().impersonate("system");
   gs.getSession().impersonate(originalUser);
   //Closing the interaction on cancellation of work item.
   var intr = new GlideRecord('interaction');
   intr.get(current.document_id);
   intr.setValue('state','closed_abandoned');
   intr.update();

   //Fetching the conversation details
   var conversation = sn_connect.Conversation.get(
           intr.channel_metadata_document,
           intr.channel_metadata_table
   );

   //Send the message to the partner
   conversation.sendMessage({
       body: gs.getMessage("No agent available"),
       system: true
   });
   //Close the support channel
   new SNC.ConnectListeners().supportSessionClosed(intr.channel_metadata_document);

View solution in original post

diNesh_M · ‎10-01-2019

Hi Mrigank Gupta,

Can you let me know how to enable edit option under child incident in Agent workspace?.

In ITIL view Eidt option is available but not in Agent workspace.

diNesh_M · ‎10-25-2019

Hi Mrigank,

In the below code ,is it possible to display the message "No agents are available" for every 1 minute unless the end user click on end conversation in the virtual chatbot.

CODE :

(function executeRule(current, previous /*null when async*/) {

var originalUser = gs.getSession().impersonate("system");
    gs.getSession().impersonate(originalUser);
    //Closing the interaction on cancellation of work item.
    var intr = new GlideRecord('interaction');
    intr.get(current.document_id);
    //intr.setValue('state','closed_abandoned');
   intr.setValue('state','new');
    intr.update();

    //Fetching the conversation details
    var conversation = sn_connect.Conversation.get(
            intr.channel_metadata_document,
            intr.channel_metadata_table
    );

    //Send the message to the partner
    conversation.sendMessage({
        body: gs.getMessage("No agents available"),
        system: true
    });
    //Close the support channel
    new SNC.ConnectListeners().supportSessionClosed(intr.channel_metadata_document);

})(current, previous);