def grab(conversation, id):
id = int(id)
issue = Issue.byID(id)
if not issue:
conversation.say("There is no issue with the ID %d" % id)
elif not issue.hasSOP:
conversation.say("Unfortunately that issue doesn't have an SOP associated with it. "
"All I can do is describe the problem to you and wait for you to "
"<b>resolve<b> it manually")
conversation.say(issue.description)
contextSummary = '\n'.join("%s: %s" % info for info in issue.context.data.items())
conversation.say(contextSummary, useHTML=False)
else:
existingAgent = issue.context['agent']
if existingAgent:
if existingAgent.conversation is conversation:
conversation.say("You are already troubleshooting this issue!")
return
existingAgent.conversation.say("<b>%s has taken over this issue.</b>" % conversation.buddyName)
existingAgent.currentIssue = None
existingAgent.conversation.nevermind()
conversation.say("Ok, I am assigning issue #%d to you." % id)
agent = SupportAgent(conversation.buddy)
#Make sure the agent is available first
agent.ready = True
agent.currentIssue = None
agent.conversation.nevermind()
agent.engage(issue)
def resolve(conversation, id, resolution):
id = int(id)
issue = Issue.byID(id)
if not issue:
conversation.say("There is no issue with the ID %d" % id)
elif issue.hasSOP:
conversation.say("You cannot manually resolve an issue that has an SOP associated with it. "
"Instead you should <b>grab</b> the issue and go through the SOP.")
else:
conversation.say("Ok, I am resolving issue #%d" % id)
issue.resolve(resolution)
def resolve(conversation, id, resolution):
id = int(id)
issue = Issue.byID(id)
if not issue:
conversation.say("There is no issue with the ID %d" % id)
elif issue.hasSOP:
conversation.say(
"You cannot manually resolve an issue that has an SOP associated with it. "
"Instead you should <b>grab</b> the issue and go through the SOP.")
else:
conversation.say("Ok, I am resolving issue #%d" % id)
issue.resolve(resolution)
def grab(conversation, id):
id = int(id)
issue = Issue.byID(id)
if not issue:
conversation.say("There is no issue with the ID %d" % id)
elif not issue.hasSOP:
conversation.say(
"Unfortunately that issue doesn't have an SOP associated with it. "
"All I can do is describe the problem to you and wait for you to "
"<b>resolve<b> it manually")
conversation.say(issue.description)
contextSummary = '\n'.join("%s: %s" % info
for info in issue.context.data.items())
conversation.say(contextSummary, useHTML=False)
else:
existingAgent = issue.context['agent']
if existingAgent:
if existingAgent.conversation is conversation:
conversation.say("You are already troubleshooting this issue!")
return
existingAgent.conversation.say(
"<b>%s has taken over this issue.</b>" %
conversation.buddyName)
existingAgent.currentIssue = None
existingAgent.conversation.nevermind()
conversation.say("Ok, I am assigning issue #%d to you." % id)
agent = SupportAgent(conversation.buddy)
#Make sure the agent is available first
agent.ready = True
agent.currentIssue = None
agent.conversation.nevermind()
agent.engage(issue)