SME Intelligent Bot Wiki

Appearance

Schedule Based Features ​

Below features are triggered based on cron expression. All features are Team based. Some features are only applicable to a user's Main Team (the first registered Team), see Notification Targets for details.

WARNING

  • Features can be configured by instructions here

TIP

Global Holiday ​

Description: Notify holidays of global for the day, so that you are determine whether to disturb customers.

Triggered by: example cron 0 15 7 ? * *

Enabled by Default?: False

Notification Target:TA & SE. Main Team Only.

Samples: holiday.png

Config:

Config Details:
  • countries: a list of country codes. Keep it empty for all global countries.
json
{
    "countries":["CN","AU"]
}

INFO

  1. Source of the holiday information is from https://holidays.microsoft.com.
  2. Minimum interval of the cron job is 24 hours.

ARR Critsits in Queue ​

Description: Notify when there is a new ARR Crisits reaching in queue.

Triggered by: example cron 0 0/3 7-17 ? * 2-6

Enabled by Default?: False

Notification Target:TA. All Registered Teams applicable.

Samples:

img.png

Config:

Config Details:
  • queue_guids: the routing context id of you queue name.
  • product_filters: only notify on specific products. Leave it blank for all products.
  • recipients: If you want only notify TA then set to not all. If you want to notify everyone in your Team, set to all.
json
{
    "queue_guids":["0bb7e088-e261-e911-8140-00155d895b16","second-queue-id"],
    "product_filters":["Data Explorer","Cosmos DB"],
    "recipients":"not all"
}

INFO

  1. You can lookup your queue GUID here : https://msaas.support.microsoft.com/queue
  2. Minimum interval of the cron job is 3 mins.

Cases SLA in Queue ​

Description: Notify when there is a case in queue SLA <= 30 mins.

Triggered by: example cron 0 0/5 7-17 * * ?

Enabled by Default?: False

Notification Target:TA. All Registered Teams applicable.

Samples:

img.png

Config:

Config Details:
  • queue_guids: the routing context id of you queue name.
  • product_filters: only notify on products specified. Leave it blank for all products.
  • sev_filters: only notify on severities specified. Leave it blank for all sevs.
  • service_name_filters: only notify on service names specified. You can copy-paste the exact service name from CaseBuddy-> case details page. Leave it blank for all service names.
  • country_filters: only notify on countries specified. Leave it blank for all countries.
  • recipients: If you want only notify TA then set to not all. If you want to notify everyone in your Team, set to all.
json
{
  "queue_guids": [
    "bd07cc4d-7d3a-e711-8126-001dd8b72a0d",
    "second-queue-guid"
  ], 
  "sev_filters": ["1","A","B","B247","C"],
  "service_name_filters": ["ResAccess | Cit Alliance Sup - UES","SC | ARR - UES"],
  "product_filters": ["Data Explorer","Cosmos DB"],
  "country_filters": [
    "AU",
    "KH"
  ],
  "recipients": "not all"
}

INFO

  1. You can lookup your queue GUID here : https://msaas.support.microsoft.com/queue
  2. Minimum interval of the cron job is 10 mins.
  3. <= 30mins is a by design, not supported for other values for now.

Cases SLA with Engineer ​

Description: Notify when there is a case owned by an engineer SLA <= 30 mins.

Triggered by: example cron 0 0/10 7-17 * * ?

Enabled by Default?: False

Notification Target:TA and the engineer who owns this case. All Registered Teams applicable.

Config: None

Samples:

img.png

INFO

  1. Minimum interval of the cron job is 10 mins.
  2. <= 30mins is a by design, not supported for other values for now.

Wrong Cases Country in queue ​

Description: Notify when specific country's cases should not appear in a queue. Useful for monitoring non-global queue and if someone may misroute.

Triggered by: example cron 0 0/20 7-17 * * ?

Enabled by Default?: False

Notification Target:TA. All Registered Teams applicable.

Samples:

img.png

Config:

Config Details:
  • queue_guids: the routing context id of you queue name.
  • allowed_country_filters: a list of allowed country codes. Leave it blank if you want to allow all countries, or please fill in ALL countries allowed. This takes precedence than disallowed_country_filters, e.g. if 'CN' appears in both allowed_country_filters and disallowed_country_filters, it will be treated as allowed.
  • disallowed_country_filters: a list of disallowed country codes.
  • recipients: If you want only notify TA then set to not all. If you want to notify everyone in your Team, set to all.
json
{
   "allowed_country_filters":["AU", "KH"],
   "disallowed_country_filters":["CN", "KO"], 
   "queue_guids":["0bb7e088-e261-e911-8140-00155d895b16","second-queue-id"], 
   "recipients":"not all"
}

INFO

  1. You can lookup your queue GUID here : https://msaas.support.microsoft.com/queue
  2. Minimum interval of the cron job is 10 mins.

Daily Cases Closure Summary ​

Description: Bring a Cases Closure Summary report.

Triggered by: example cron 0 5 0 * * ? *

Enabled by Default?: False

Notification Target:TA. All Registered Teams applicable.

Config: None

Samples:

img.png

INFO

  1. Minimum interval of the cron job is 24 hours.

Shift Notification ​

Description: Notify engineers leave status per Eyes On Calendar.

Triggered by: example cron 0 15 7 ? * 2-6

Enabled by Default?: False

Notification Target: everyone. All Registered Teams applicable.

Samples:

img.png

Config:

Config Details:
  • base_url: The base url of Eyes on Calendar.
  • tabs: An array for the tabs on EyesOnCalendar you want to check, e.g. FTE, Vendor. Leave the array blank if you want to check for All tab.
  • custom_date_type: a json format which you can customize your leave code status.
json
{
  "base_url": "https://eyesoncalendar.azurewebsites.net/api/APAC_AME/", 
  "tabs": ["put tabs on EyesOnCalendar","leave array blank for All tab"],
  "custom_date_type": {
    "all_day_absent": ["HHTO","birthday"], 
    "morning_absent": [], 
    "afternoon_absent": [], 
    "learning_training": []
  }
}

INFO

  1. Minimum interval of the cron job is 24 hours.