Lab #7: Handoff - Live Agent

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(function() {
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    gs.print('=== Verifying VA API Config ===');
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    var rest = new GlideRecord('sys_rest_message');
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    rest.addQuery('name', 'VA Bot to Bot');
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    rest.query();
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    if (rest.next()) {
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        gs.print('VA Bot to Bot endpoint: ' + rest.rest_endpoint);
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    } else {
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        gs.print('ERROR: VA Bot to Bot REST message not found');
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    }
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    var post = new GlideRecord('sys_rest_message_fn');
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    post.addQuery('rest_message', rest.sys_id);
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    post.addQuery('http_method', 'POST');
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    post.query();
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    if (post.next()) {
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        gs.print('POST endpoint: ' + post.rest_endpoint);
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    } else {
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        gs.print('ERROR: POST method not found');
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    }
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    var tv = new GlideRecord('token_verification');
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    tv.addQuery('name', 'LIKE', 'Moveworks');
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    tv.query();
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    if (tv.next()) {
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        gs.print('Token verification: ' + tv.name + ' | sys_id=' + tv.sys_id);
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    } else {
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        gs.print('ERROR: Token verification not found');
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    }
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    var ma = new GlideRecord('message_auth');
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    ma.addQuery('name', 'LIKE', 'Moveworks');
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    ma.query();
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    if (ma.next()) {
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        gs.print('Message auth: ' + ma.name);
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    } else {
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        gs.print('ERROR: Message auth not found');
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    }
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    gs.print('\n=== Verifying AWA Config ===');
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    var q = new GlideRecord('awa_queue');
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    q.addQuery('name', 'Moveworks Labs Live Agent Chat Queue');
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    q.query();
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    if (q.next()) {
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        gs.print('Queue: ' + q.name + ' | active=' + q.active + ' | channel=' + q.service_channel.getDisplayValue());
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    } else {
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        gs.print('ERROR: Chat queue not found');
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    }
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    var ar = new GlideRecord('awa_assignment_rule');
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    ar.addQuery('name', 'Chat - Most Capacity');
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    ar.query();
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    if (ar.next()) {
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        gs.print('Assignment Rule: ' + ar.name + ' | active=' + ar.active);
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    } else {
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        gs.print('ERROR: Assignment rule not found');
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    }
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    var ep = new GlideRecord('awa_eligibility_pool');
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    ep.addQuery('display_name', 'Agent Chat Group : Chat - Most Capacity');
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    ep.query();
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    if (ep.next()) {
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        gs.print('Eligibility Pool: ' + ep.display_name);
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    } else {
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        gs.print('ERROR: Eligibility pool not found');
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    }
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    gs.print('\n=== Verification Complete ===');
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})();

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(function() {
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    var userName = 'CHANGE_ME';  // <-- Set your moveworks_admin here
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    var user = new GlideRecord('sys_user');
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    user.addQuery('user_name', userName);
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    user.query();
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    if (!user.next()) { gs.print('User not found: ' + userName); return; }
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    gs.print('Setting up agent: ' + user.getDisplayValue() + ' (' + userName + ')');
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    // Add to Agent Chat Group
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    var grp = new GlideRecord('sys_user_group');
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    grp.addQuery('name', 'Agent Chat Group');
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    grp.query();
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    if (!grp.next()) { gs.print('ERROR: Agent Chat Group not found'); return; }
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    var gm = new GlideRecord('sys_user_grmember');
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    gm.addQuery('group', grp.sys_id);
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    gm.addQuery('user', user.sys_id);
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    gm.query();
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    if (!gm.next()) {
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        gm.newRecord();
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        gm.group = grp.sys_id;
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        gm.user = user.sys_id;
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        gm.insert();
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        gs.print('  Added to Agent Chat Group');
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    } else {
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        gs.print('  Already in Agent Chat Group');
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    }
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    // Grant awa_agent role
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    var role = new GlideRecord('sys_user_role');
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    role.addQuery('name', 'awa_agent');
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    role.query();
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    if (role.next()) {
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        var hr = new GlideRecord('sys_user_has_role');
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        hr.addQuery('user', user.sys_id);
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        hr.addQuery('role', role.sys_id);
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        hr.query();
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        if (!hr.next()) {
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            hr.newRecord();
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            hr.user = user.sys_id;
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            hr.role = role.sys_id;
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            hr.insert();
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            gs.print('  Granted awa_agent role');
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        } else {
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            gs.print('  Already has awa_agent role');
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        }
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    }
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    // Create agent presence
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    var ap = new GlideRecord('awa_agent_presence');
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    ap.addQuery('agent', user.sys_id);
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    ap.query();
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    if (!ap.next()) {
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        ap.newRecord();
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        ap.agent = user.sys_id;
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        var ps = new GlideRecord('awa_presence_state');
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        ps.addQuery('name', 'Available');
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        ps.query();
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        if (ps.next()) ap.current_presence_state = ps.sys_id;
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        ap.insert();
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        gs.print('  Created agent presence (Available)');
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    } else {
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        gs.print('  Agent presence exists | state=' + ap.current_presence_state.getDisplayValue());
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    }
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    // Create Chat capacity
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    var ch = new GlideRecord('awa_service_channel');
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    ch.addQuery('name', 'Chat');
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    ch.query();
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    if (ch.next()) {
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        var ac = new GlideRecord('awa_agent_capacity');
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        ac.addQuery('user', user.sys_id);
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        ac.addQuery('channel', ch.sys_id);
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        ac.query();
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        if (!ac.next()) {
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            ac.newRecord();
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            ac.user = user.sys_id;
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            ac.channel = ch.sys_id;
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            ac.applied_max_capacity = 4;
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            ac.insert();
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            gs.print('  Created Chat capacity (max=4)');
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        } else {
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            gs.print('  Chat capacity exists');
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        }
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        // Create Chat availability
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        var aca = new GlideRecord('awa_agent_channel_availability');
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        aca.addQuery('agent', user.sys_id);
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        aca.addQuery('service_channel', ch.sys_id);
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        aca.query();
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        if (!aca.next()) {
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            aca.newRecord();
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            aca.agent = user.sys_id;
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            aca.service_channel = ch.sys_id;
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            aca.available = true;
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            aca.insert();
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            gs.print('  Created Chat availability (available=true)');
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        } else {
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            gs.print('  Chat availability exists');
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        }
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    }
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    gs.print('\nDone! Set your status to Available in Service Operations Workspace.');
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})();