HTTP Action

You can select "HTTP Action" as an action while creating a rule for Media Profile in "Rule" tab of "System Configuration". HTTP Action also called Webhook triggers an external API to process those messages which meet the pre-selected conditions. Before going ahead to use this options, you should know about the common definitions, data that can be accessed, API response data, and variables. After introduction to these fields, the steps to apply HTTP Action will be discussed.

Common Definitions

Following common attributes are used in all methods of HTTP Action in "Rules" tab.

• URL: Provide the URL of the API that has to be triggered.
• Body: It is of the following two types.
  • Form-Data: Enter the body content of API in key and value format. Both have to be provided separately. You have to provide a key and then its value.
  • Raw: Enter the body content in the raw (that is general code) format.
• Header: Provide the header of the API.
• Pre-Request Script: It should contain JavaScript Code that is executed before the API Request. It is used to create the variables that can be used in URL, Header, and Parameters.
• Post-Request Script: It should contain JavaScript code that is executed after the API Request. It is used to create the variables and consume the API response, which will trigger through the action.

Data that can be accessed in HTTP Action Scripts

As of now, only data related to "Tickets" can be accessed through the scripts provided in the HTTP Action. Please refer to the following table to know the data that can be accessed and the requied function to access it.

Table: Ticket Data and its Calling Methods

Data	Calling Methods for Script
ticket id	ticket.getTicketId()
hasUnreadMessage	ticket.getHasUnreadMessage()
process id	ticket.getProcessId()
contact center id	ticket.getContactCenterId()
campaign id	ticket.getCampaignId()
queue id	ticket.getQueueId()
assigned user id	ticket.getAssignedUserId()
attached customer id	ticket.getCustomerId()
ticket source type	ticket.getSourceType()
ticket source sub type	ticket.getSourceSubType()
escalation	ticket.getIsEscalated()
date created	ticket.getDateAdded()
last modified date	ticket.getDateModified()
list of merged ticket ids	ticket.getMergedTicketList()
reopen count	ticket.getReopenCount()
ticket subject	ticket.getSubject()
ticket priority	ticket.getPriority()
external state	ticket.getExternalState()
first response date	ticket.getFirstResponseDate()
first resolve date	ticket.getResolveDate()
first assigned date	ticket.getFirstAssignedDate()
ticket custom field data	ticket.getCustomFields() Example :- ticket.getCustomFields().get("d814-59414465-cf-3"); this would give the value of the custom field of with the ID d814-59414465-cf-3 for the current ticket.
count of outgoing messages	ticket.getOutgoingMessageCount()
count of incoming messages	ticket.getIncomingMessageCount()
count of outgoing calls	ticket.getOutgoingCallCount()
count of incoming calls	ticket.getIncomingCallCount()
if ticket has failure messages	ticket.hasFailureMessage()
heat value	ticket.getHeatValue()
count of outgoing chats	ticket.getOutgoingChatCount()
count of incoming chats	ticket.getIncomingChatCount()
last reopen date	ticket.getLastReopenDate()
last unassigned ate	ticket.getLastUnassignedDate()
ticket customer information	ticket.getCustomerInfo() Example :- ticket.getCustomerInfo().get("name"); this would give the value of the name field of the customer attached to ticket, where name is a table definition column
if first assign SLA is achieved	ticket.getFirstAssignedSlaAchieved()
if first response sla is achieved	ticket.getFirstResponseSlaAchieved()
if resolve sla is achieved	ticket.getResolveSlaAchieved()
time remaining for first assign sla	ticket.getTimeRemainingToAchieveFirstAssignSlaInSeconds()
time remaining for first response sla	ticket.getTimeRemainingToAchieveFirstResponseSlaInSeconds()
time remaining for resolve sla	ticket.getTimeRemainingToAchieveResolveSlaInSeconds()
if ticket is assigned or not	ticket.getHasTicketAssigned()
if a response is made on ticket or not	ticket.getHasTicketResponded()
if ticket has been resolved or not	ticket.getHasTicketResolved()
source of the ticket	ticket.getSource();
Initial target of the ticket (same as target of message from which ticket was made)	ticket.getInitialTarget();

API Response Data that can be accessed in Post Request Script

Following API Response Data can be in the Post Request Script.

Data	Method to access the Data
Response Code Received	responseCode
Response String Received	responseString

Initialization and Accessing Variable in Scripts

Initialize a Variable

Use the following code to initialize a variable in the script.

variables.put("<variable_name>","<variable_value>");

Following is an example.

variables.put("$agent","mary");

Access a Variable in Script

Use the following code to access a variable in the script.

variables.get("<variable_name>");

Following is an example.

variables.get("$agent");

Steps to apply HTTP Action

Select "HTTP Action" in the top drop-down menu of "Actions" section.

Figure: HTTP Action

Now, perform the following steps.

2. GET: Select it to retrieve the information that is identified by the API. After selecting, the interface shows the following elements.
   1. URL: Provide the URL of external API.
   2. Headers: Provide the key and its value. You can provide mutliple keys here.

      

      Figure: GET Method of HTTP Action

   3. Pre-Request Script: Provide the JavaScript code that will run before the execution of API.
   4. Post-Request Script: Provide the JavaScript code that will run after the execution of API.
3. POST: Select it to send data to the server that is provided by the API. After selecting, the interface shows the following elements.

   Here, the sample code for an API will be provided in the examples of the elements.

   1. URL: Provide the URL of external API. Following is a sample URL.

      <protocol>://<domain_name>:<port>/ameyorestapi/tickets/$ticketId/notes

      Replace "protocol" with http or https, "domain_name" with the domain name or IP Address of the location where Ameyo Server is installed, and "port" with the port number such as 8888 for HTTP and 8443 for HTTPS.
   2. Headers: Provide the key and its value. You can provide mutliple keys here.
      For an example, we are providing following headers in key and value format.
      Authorization : $token
      Content-Type : application/json
   3. Body: Provide the code to initialize and and access the variable.
      In this example, we are providing the code in raw format in "Body" to initialize the variable from response.

       var response=responseString;
      eval(\"response = \" +response + \";\");
      variables.put("$noteId",response.noteId);
      

      

      Figure: POST Method of HTTP Action

   4. Pre-Request Script: Provide the JavaScript code that will run before the execution of API.
      Following is a sample code.
      

      variables.put("$token","fecace70bff6ea0c");  // this is the same token we configured in database
      variables.put("$ticketId",ticket.getTicketId());
      variables.put("$ticketId",ticket.getAssignedUserId());
      var subject= ' note for testing http action for '+ ticket.getTicketId();
      variables.put("$subjectForNote",subject);
      

      Here, the API token has to be provided in the database so that the system can authenticate it.
   5. Post-Request Script: Provide the JavaScript code that will run after the execution of API.
      Following is an already known API Response of a sample POST Method.

      {
      "noteId": "d414-5a6c16fc-MessageId-2",
      "subject": "regarding ticket resolution",
      "description": "this is test description",
      "messageType": "EXTERNAL_NOTE",
      "userId": "mary",
      "dateModified": 1517034536012,
      "dateAdded": 1517034536012
      }
      

4. PUT: Select it to create or replace any resource that is provided by the API. After selecting, the interface shows the following elements.
   1. URL: Provide the URL of external API.
   2. Body: Provide the code to initialize and and access the variable.
   3. Headers: Provide the key and its value. You can provide mutliple keys here.

      

      Figure: PUT Method of HTTP Action

   4. Pre-Request Script: Provide the JavaScript code that will run before the execution of API.
   5. Post-Request Script: Provide the JavaScript code that will run after the execution of API.
5. DELETE: Select it to delete any resource that is requested by the API. After selecting, the interface shows the following elements.
   1. URL: Provide the URL of external API.
   2. Body: Provide the code to initialize and and access the variable.
   3. Headers: Provide the key and its value. You can provide mutliple keys here.

      

      Figure: DELETE Method of HTTP Action

   4. Pre-Request Script: Provide the JavaScript code that will run before the execution of API.
   5. Post-Request Script: Provide the JavaScript code that will run after the execution of API.
   After selecting a method, you have to provide the inputs.

You can follow the same steps to add more HTTP Actions. With HTTP Actions, you can add "Set Priority" and "Routing" actions also.
Refer to "Steps to Add Actions" to know how to add these actions.