Hi John
I have done a lot of analysis and what I can see is that. when the script is selected and is successfully able to load the page the following is happening.
https://scripts-app.azurewebsites.net/?script=testscript&conversationId=..., which returns a 200 OK response. This suggests a successful page load.
For the script that does not load
https://scripts-api.azurewebsites.net/auth/callback?code=..., which results in a 302 Found response. This is indicative of an authentication or authorization process, likely related to a token.- The next request is to
https://scripts-app.azurewebsites.net/?conversationId=...&token=..., which includes a token parameter. This confirms that the token is being used in this session.
- When the auth is done, the script does not load as the parameters are missing
The key difference is the presence of an authentication or authorization step in the failed-to-load scenario.
If I copy the URL generated by Genesys using the insert text box the https://scripts-app.azurewebsites.net/?script=testscript&conversationId= and paste it to the window that has acquired the token, then it loads.
Why some users need to ask for a token when requesting the link to load in a new tab/window is unknown.
i have 25 agents using the same setup, and 8 have issues with all the same permissions. But the strange thing is if I have a user logged on to their Windows profile and they are having this issue in the browser. I can log a user in that same browser session into Genesys, and they can launch the external script successfully (only one user logged in at a time to Genesys).
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Con Finucane
IT Manger
Otonomee Customer Management Limited
Ireland
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Original Message:
Sent: 11-09-2023 02:11
From: John Lazarus
Subject: Scripter.Open URL is not passing the variable for some agents.
Hi Con,
Variables exchanged between Architect and the Scripting engine as not routed through the Agent's Network but rather internally. Although it is indeed a good practice to ensure that Incoginto window (or even a burner browser) is used to debugging purposes.
Secondly, for the Agent(s) in question for whom this doesn't work, does it not work consistently or intermittently? I would assume that it would be consistently not working for those selected Agents. If so, I would recommend that you do a permission by permission analysis (direct or inherited) of one affected Agent and an Agent for whom this always works.
Also you might also need to verify that they're using the same script. Sometimes the script that gets popped up could be a different one for different users based upon several factors such as Queues, Campaign, default templates etc. Could it be possible that the Agents who are affected are by some chance ending up using an older version of the script which doesn't have the trailing string?
Kind Regards,
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John Lazarus
Genesys - Employees
Original Message:
Sent: 11-06-2023 10:26
From: Con Finucane
Subject: Scripter.Open URL is not passing the variable for some agents.
We have been working with an angular scripting solution for several years, and this weekend, some agents started seeing an issue where when they select the external script option, the variable is not passing the details, and the script is not opening. We are using (redacted)
https://eun-test-genesys-scripts-app.azurewebsites.net/?script=scriptname&conversationId={{Scripter.Interaction ID}}. We load the script in the browser in the Genesys window
When some agents select the link to open the same script in an external window, the variable is not being passed.
#Integrations
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Con Finucane
IT Service Deliver Manger
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