Zoho Desk - Prévenir les agents à l’expiration d'un article

Zoho Desk - Prévenir les agents à l’expiration d'un article


Zoho Desk propose plusieurs solutions pour automatiser les flux de travail en fonction de vos besoins. Dans cet article, nous mettons en lumière une fonctionnalité qui alerte votre équipe lorsque des articles de la base de connaissances arrivent à expiration, garantissant ainsi un contenu toujours pertinent et utile pour vos clients.
Une base de connaissances est un référentiel d’informations qu’une organisation met à disposition de ses employés, clients, partenaires et autres parties prenantes pour leur permettre de mieux comprendre ses offres. Ces informations peuvent prendre diverses formes, telles que des blogs, des guides d’utilisation, des livres blancs, des newsletters, des mises à jour de produits ou encore des FAQ. Afin de maintenir des informations à jour, Zoho Desk permet de définir des dates d’expiration pour les articles. Une fois expirés, ils sont automatiquement retirés du Centre d’aide, et, par défaut, seule une notification est envoyée à leur propriétaire.

Comment créer cette fonction client

Prérequis

  1. Configurer une connexion

    1. Accédez à Setup >> choisissez Connections sous Developer Space.
    2. Sélectionnez Créer une connexion
    3. Sélectionnez Zoho OAuth sous Default Connection
    4. Donnez à la connexion le nom , eg - deskconnection
    5. Désactivez le bouton pour les informations identifiant
    6. Sous Scope, choisissez les valeurs "Desk.articles.READ"
    7. Cliquez sur créer et connecter
    8. Cliquez sur "Connecter" puis sur "Accepter"
    9. La connexion est établie

  2. Créer un calendrier

    1. Allez au setup, choisissez "Planifications" sous "Automatisation"
    2. Sélectionnez "Nouvelle planification"
    3. Sous "Ajouter une planification", saisissez le nom de la planification et la description de la règle
    4. Sous l'onglet "Exécuter", définissez la date et l'heure de début d'exécution de la planification
    5. Dans l'onglet "Répéter", sélectionnez «Tous les jours», puis «Tous les [1] jours». Sélectionnez les jours en fonction de vos préférences et définissez «Fin» sur «Jamais». Cliquez sur "Terminer". Le programme s'exécutera ainsi les jours sélectionnés.

    1. Dans la section "Fonctions", cliquez sur "Créer une fonction"
    2. Saisissez un nom et une description pour la fonction personnalisée
    3. Dans la fenêtre de script, insérez la fonction personnalisée ci-dessous :
    4. Cliquez sur "Enregistrer le script"
    5. Cliquez sur "Enregistrer" pour ajouter la fonction personnalisée.
    6. Cliquez à nouveau sur "Enregistrer" pour valider la programmation.
  1. // ----<<<< User Inputs >>>>----
  2. subjectOfNotificationEmail = "Zoho Desk - Article Expiry Notification"; // provide subject based on your preference
  3. commaSeperatedToAddresses = "email address1, email address2";//provide email addreses of team members
  4. currentDateString = zoho.currentdate.toString("yyyy-MM-dd");
  5. //Expiring/Expired Today
  6. fromString = currentDateString + "T00:00:00.000Z";
  7. toString = currentDateString + "T23:59:59.999Z";
  8. info "final url " + "https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString;  
  9. //change .com based on your DC
  10. getArticle = invokeurl
  11. [
  12. url :"https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString
  13. //change .com based on your DC
  14. type :GET
  15. connection:"deskconnection"
  16. ];
  17. emailBody = "";
  18. if(getArticle != null && getArticle != "" && getArticle.get("data").size() > 0)
  19. {
  20. articlesList = getArticle.get("data");
  21. emailBody = emailBody + "<div> <b> List of articles expiring/expired today </b>";
  22. for each  article in articlesList
  23. {
  24. webUrl = article.get("webUrl");
  25. title = article.get("title");
  26. emailBody = emailBody + "<div><br><a href='" + webUrl + "'>" + title + "</div>";
  27. }
  28. emailBody = emailBody + "</div> <br> <br>";
  29. }
  30. //Expiring Tomorrow
  31. currentDateString = zoho.currentdate.addDay(1).toString("yyyy-MM-dd");
  32. fromString = currentDateString + "T00:00:00.000Z";
  33. toString = currentDateString + "T23:59:59.999Z";
  34. info "final url " + "https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString;
  35. //change .com based on your DC
  36. getArticle = invokeurl
  37. [
  38. url:"https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString
  39. //change .com based on your DC
  40. type :GET
  41. connection:"deskconnection"
  42. ];
  43. if(getArticle != null && getArticle != "" && getArticle.get("data").size() > 0)
  44. {
  45. articlesList = getArticle.get("data");
  46. emailBody = emailBody + "<div> <b>List of articles expiring tomorrow </b>";
  47. for each  article in articlesList
  48. {
  49. webUrl = article.get("webUrl");
  50. title = article.get("title");
  51. emailBody = emailBody + "<div><br><a href='" + webUrl + "'>" + title + "</div>";
  52. }
  53. emailBody = emailBody + "</div> <br> <br>";
  54. }
  55. //Expiring in 7 days
  56. currentDateString = zoho.currentdate.addDay(7).toString("yyyy-MM-dd");
  57. fromString = currentDateString + "T00:00:00.000Z";
  58. toString = currentDateString + "T23:59:59.999Z";
  59. info "final url " + "https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString;
  60. //change .com based on your DC
  61. getArticle = invokeurl
  62. [
  63. url :"https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString
  64. //change .com based on your DC
  65. type :GET
  66. connection:"deskconnection"
  67. ];    
  68. if(getArticle != null && getArticle != "" && getArticle.get("data").size() > 0)
  69. {
  70. articlesList = getArticle.get("data");
  71. emailBody = emailBody + "<div><b> List of articles expiring in 7 days </b> ";
  72. for each  article in articlesList
  73. {
  74. webUrl = article.get("webUrl");
  75. title = article.get("title");
  76. emailBody = emailBody + "<div><br><a href='" + webUrl + "'>" + title + "</div>";
  77. }
  78. emailBody = emailBody + "</div> <br> <br>";
  79. }
  80. info "emailBody" + emailBody;
  81. if(emailBody != "")
  82. {
  83. sendmail
  84. [
  85. from :zoho.adminuserid
  86. to :commaSeperatedToAddresses
  87. subject :subjectOfNotificationEmail
  88. message :emailBody
  89. ]
  90. info "mail sent";
  91. }

À savoir

  • À la ligne 2, saisissez l'objet de l'e-mail de notification.
  • Dans la ligne 3, saisissez les e-mails des membres de l'équipe que vous souhaitez notifier.
  • Dans les lignes 8,12,34,38,59,63, remplacez « .com » par l'extension de domaine correspondant à votre centre de données.
Cela vous permet de assurer des mises à jour rapides et une publication fluide, permettant ainsi la pertinence de votre base de connaissances et l'accès de vos clients aux ressources les plus récentes.

L'équipe Zoho France



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