i have a callcenter with several logged agents to receive calls... they have different skills on flex, information that i use to route the customer to an agent that has that specific skill.
The problem is that i need to create an alert to the manager when there are no available agents of a given skill.
So i need, using twilio CLI or API, to retrieve a list of all available agents and theyre configured skill.
How can i accomplish that?
Related
I have created an outgoing webhook in my Team and I want to use the same webhook for other Teams/Groups
Is there any way to achieve this?
I think this is basically what Connectors are for. Have a look at What are webhooks and connectors? to see more.
It requires you to build a Teams "app" (i.e. building a manifest and deploying to the internal Teams store) but should cover what you need.
Is there a way to add agents to my Flex project without single sign on enabled? Our business model requires us to connect clients with agents who are independent contractors. From both a practical and legal standpoint, we can't provide them with something like an Active Directory or Gmail account.
When I add agents "locally", the lowest level of access I can grant to an agent is developer. This role allows agents to make changes to our underlying application.
Is there a way to grant users access as agents without SSO? If there is no way to do this through the UI, I am open to a solution that requires a custom JavaScript / React plugin.
I talked to Twilio support and non-SSO agent assignment is not an option
I have two projects in JIRA: software project and service desk project.
My goal it to enable my service desk customers to access the software project but in a limited way. E.g.:
clients could create stories,
comment on them,
assign priorities
and assist with assigning them to iterations / releases.
But they would not be able to perform and see some actions e.g.:
see the logged time
and ideally to keep some of the ticket / story fields and comments as internal use only so I can have technical discussions with my team without the client seeing them etc.
I can see in documentation that "Service Desk Customers can't log in to JIRA applications":
https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html
But is there any workaround to give Service Desk Customers access to JIRA applications? Is there any simpler method than making a REST API bind? If yes, then how it could be achieved?
The documentation is not clear. Add their accounts to the jira-users group and they will be able to log into JIRA as regular users. The point is that member of jira-users consumes a JIRA user license, while "pure" customer account does not.
As regular regular users they will have permissions just as you configure your project Permission Scheme, so everything is in your hands. Using roles you can restrict issue comments to those roles. There's also nice Comment Security Default plugin to use with that.
I want to isolate some users of Ejabberd. I mean that only specific users within a list (in database, json, or any other format) can interact (chat, subscribe, etc). Is this possible by developing a plugin or I need to hack Ejabbed code?
It is possible by developing a plugin. You can for example, use the filter_packet hook in ejabberd.
You can find the list of hooks on ejabberd documentation site for developers.
I'm working on a POC to automate downstream processes in external systems based on JIRA processes and have hit a wall with the API. It appears to have great integration for pulling data about tickets out of JIRA and for the ability to externally generate tickets into JIRA.
However I don't see how to trigger external calls as a part of my workflows. For example if a ticket should be prevented from being routed to the next stage of a workflow without accessing a database to ensure availability of inventory first how could I do that in JIRA?
Based on attributes in the JIRA ticket upon final completion of the workflow we'd like to send a JMS or REST message or possibly update an external database. Is this possible?
Thanks all in advance for the help!
If you want to do a "before" check, use a Validator on the Workflow Transition.
I strongly suggest deploying the (free) Script Runner add-on. There you can implement a ton of things. For example, you'll get a new validator option "Script Validator", where you can specify a Groovy script that decides if it lets through the transition or aborts it.