Best practices: Preparing to use Answer Bot

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2 Comments

  • Support Department

    Hi,

    I want to use {{answer_bot.article_count}} and {{answer_bot.article_list}} in a Notify Target action.

    As I understand all triggers that are to fire upon the same triggering event are evaluated and then fire 'together'. 

    I have following scenarios:

    Scenario 1:

    • Event: Ticket is created:
    • Action: Trigger 1: add some links and information in email reply+ Suggest AB articles to requester + set Tag ab_fired + Notify Target (internal) of suggested articles (with above placeholders).
    • Result: the target doesn't receive the list of suggested articles.

     

    On the other hand if I change the above to:

    Scenario1: 

    • Event: Ticket is created
    • Actions:
    • Trigger cycle 1:
    • Trigger 1: add some links and information in email reply + Suggest AB articles to requester + set Tag 'ab_fired'
    • Trigger cycle 2:
    • Trigger 2 (fires on tag 'ab_fired'): Notify Target (internal) of suggested articles (with above placeholders)
    • Result: Target receives list of suggested articles.

     

    Questions:

    • Are there runtime issues that cause the first scenario?
    • If the 2nd scenario is the correct way to go, then can you confirm that the suggested list in Trigger 2 is always the same as the list suggested in Trigger 1, i.e. will the placeholder always only return analysed results of the first comment sent by the requester, or will it now (in Trigger 2) also analyse all text in all preceding comments  (this would include the links and information added to comments in Trigger 1) in previous trigger cycles?

     

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  • Shai Sy Dimayuga

    Hi Ibrahim,

    There could be several reason as to why Answer Bot may not be suggesting articles. We'd love to check on this further so a separate ticket will be created on your behalf where we can continue look into your given scenarios.

    Cheers!

     

    0

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