Hi Everyone, I am back to the most recent and hot topic in the recent release 20.20.01 which is round-robin and oAuth support. Eric already made an announcement of these new features in FootPrints 2020 Release 1 now available for download.
I will give some brief insight into the features.
Round Robin :
As we already know the Round-robin feature was there in Footprints version 11.X and now we have implemented the feature in Footprints 20.20.01. Round-robin automatically assigns a ticket to the next agent added to a team based on which agent was assigned the previous ticket.
Assume that there are four agents (Agent1, Agent2, Agent3, and Agent4) in team Footprints Support. When you have enabled Round Robin and tickets are assigned to team Footprints Support:
- The first ticket is assigned to Agent1, the second ticket to Agent2, the third ticket to Agent3 and the fourth ticket will assign to Agent4.
- The fifth ticket is assigned to Agent1, the Sixth ticket to Agent2, and so on.
- In the Round Robin section, select the Enable Round Robin checkbox to enable the Round Robin feature for the team that you are creating.
If you do not select the checkbox, the Round Robin feature is disabled.
- Select the Use agent availability based on Personal Work Schedule checkbox to assign tickets based on the availability schedule of agents, such as work schedule, vacation, and others.
Assume that the new ticket is supposed to be assigned to Agent2, but Agent2 is on vacation. The new ticket is assigned to Agent3.
- Select the Use agent availability based on Personal Appointments checkbox to assign tickets based on the personal appointments of agents, such as conference calls, meetings, and others.
Assume that the new ticket created at 10:10 A.M. is supposed to be assigned to agent3, but agent3 is in a meeting from 10:00 A.M. to 11:00 A.M. The new ticket is assigned to agent4.
How the round-robin feature works in Footprints.
Whenever an item is assigned with a team (via Business Rules/manual assignment/Import), we traverse through the list of users -
- If there are no users in the team or there are users, but no one is available as per the calendar, we ignore Round-Robin and assign the Item to a selected team
- We identify which user is available from the list of users in the team as per his availability mentioned in the Calendar appointments and assign the ticket to the user and move the pointer to the next user so that the next ticket can be assigned to him.
OAuth settings for Footprints:
OAuth is an “open standard” authorization framework that enables applications to obtain limited access to user accounts without the need to share the credentials with the application. It is a standard for “authorization” not “authentication”. It is commonly used as a way for Internet users to grant websites or applications access to their information on other websites without giving them their passwords.
OAuth provides clients ”secure delegated access" to a server’s resources on behalf of the resource owner. OAuth defines a process through which a resource owner can provide access of his resources to a third-party without sharing his credentials. This access is granted in the form of “access-tokens” issued by an “authorization server” with the approval of the resource owner. In this way, we have four roles in an OAuth framework.
Below URL shows how to create and register an app in the Microsoft Azure portal.
Register a new application using the Azure portal
- Sign in to the Azure portal using either a work or school account or a personal Microsoft account.(Admin credentials)
- If your account gives you access to more than one tenant, select your account in the upper right corner. Set your portal session to the Azure AD tenant that you want.
- Search for and select Azure Active Directory. Under Manage, select App registrations.
- Select New registration.
- In Register an application, enter a meaningful application name to display to users.
- Specify who can use the application, as follows:
a. Accounts in this organizational directory only (We have used this for testing env)
b. Accounts in any organizational directory
c. Accounts in any organizational directory and personal Microsoft account
- In the Redirect URL (Optional)
Select Web and Keep the other textbox empty
- Click on Register button
Note: Once the app is registered, select the created App and goto Certificates & Secrets -> Client Secrets and create a new secret and copy the secret data. This is very important. The client secret is only shown once. Remember to copy the client secret.
- We need to copy the Client id, Client secret, and Tenant id.
Now got API Permissions and add the below permissions.
The final list of permission should be as shown below.
Exchange -> EWS.AccessAsUser.All being the Delegated Permission and the rest are
Microsoft Graph -> Application level permissions.
Note: Remember to click on “Grant admin consent for <Organization Name>” and click on yes for admin consent. (We need to log in as admin credentials to grant consent)
Now copy client id, client secret, and tenant id in the footprints application.
Now go to the footprints.
- In the Incoming Email section, click Add.
The Configure Account dialog box appears. All fields are required.
- Select the Enable OAuth checkbox to enable it. In the Email Account fields, enter the user ID, password, and email address of the account.
- Enter Client ID, Tenant ID, and Client Secret.
- Enter the email address of the account in the Email Address field.
- Click Save.
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