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.
1 ACCEPTED SOLUTION
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();
}
}
