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- Appendix A

- # Jira Service Integration - A.4 - Example: Check Status and Add Comment

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  VBScript Lua

  This example demonstrates the usage of the JiraServiceIntegration - Check Status and JiraServiceIntegration - Add Comment GSE actions.

  It is assumed to be used on a support help desk, where only callers with a valid issue id are getting connected. Additionally all call details will be added as comment to the issue at the end of the call.

  To install it:

  1. Open the Call Routing Manager of your desired SwyxWare user.
  2. Click the "New Rule..." button.
  3. Select "Graphical Script Editor" and click Ok.
  4. Within the GSE open the File | Import... menu and click No.
  5. From the download package select the following file:
     For VBScript usage:

         VBScript based\rse\Check Status and Add Comment.rse

     For Lua usage:

         Lua based\rse\Check Status and Add Comment.rse

  6. You need to make some modifications to make it work:
     (1) - Configure your own ProjectKey
     (2) - Make all needed configurations according to 3.3 - Check Status
     (3) - Make all needed configurations according to 3.2 - Add Comment

  After a call has been completely handled by the call routing script and also afterwards by an agent (and finally disconnected), you will find the following call details added as a new comment into the issue:

      04.09.2024 21:17:34 : Incoming call from 'Test User', 101
      04.09.2024 21:17:55 : Issue validated.
      04.09.2024 21:18:04 : Call connected to Agent 1
      04.09.2024 21:19:41 : Call connected to Agent 2
      04.09.2024 21:22:17 : Call disconnected.

  By Tom Wellige

  - September 4, 2024
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