How to make Agent's status Available automatically in inbox of agent workspace once user is signed in ?

Community Alums · ‎01-13-2021

I want to change the Agent's status to available automatically in inbox of agent workspace instead of manually changing it.

By default it's offline.

Maik Skoddow · ‎01-13-2021

When logging in a corresponding event is fired:

That event can be caught by a so-called script action (you have to implement this!), which would set the status of the user in case the user is also registered as agent.

The following Script Action works as expected:

And the code from the Script field for copying purpose:

var grUser = new GlideRecord("sys_user");

grUser.addQuery("user_name", event.parm1.toString());
grUser.query();

if (grUser.next()) {
	var grAgent = new GlideRecord("awa_agent_presence");
	
	if (grAgent.get('agent', grUser.getUniqueValue())) {
		//Set Sys ID of Status 'Available'
		grAgent.setValue('current_presence_state','0b10223c57a313005baaaa65ef94f970');
		grAgent.update();
	}
}

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Indira Panneers · ‎07-05-2021

Hi Maik

Earlier I was looking for event registry, the below is the one I have now

Maik Skoddow · ‎07-05-2021

Hi Indira,

that is strange, because you should see there your name.

Are you logged in with "admin" role?

Kind regards
Maik

Indira Panneers · ‎07-05-2021

Hi Maik,

Yes, I can see my name and logged with admin role

Please advise what am I missing

Sivaram5 · ‎05-10-2023

Hi Maik, Your Code is working Good, But it was working for every user,

I have same scenerio with one condition is, i need to limit to Particular Group Members only.

so can you help me to how to write the script for, if the user is belongs to (Ex: AWA test Group), then the status of the user changes Auomatically when user logging in.

Thanks In Advance.

sai9845 · ‎05-27-2024

Hello @Maik Skoddow

This is not working for me. It is showing that the event is deprecated in the script.

Pls help me with this.