Introduction

This workflow automatically adds a worker as a watcher when they reply to a ticket.

Installation

This workflow is built into Cerb 11.0+. It will automatically update.

You can enable it from Search » Workflows » (+) » Auto Watcher.

Usage

In Cerb, navigate to any ticket profile and click the Reply button.

The Watchers: button will automatically include you as a watcher.

Reference

You can build your own auto-watcher workflow using this template as a reference.

Change occurrences of cerb.email.auto_watcher to your own workflow identifier. Use a prefix based on a domain you own (e.g. com.example.workflow).



workflow:
  name: cerb.email.auto_watcher
  version: 2024-11-11T23:17:32Z
  description: Automatically add workers as a watcher when they reply to a ticket.
  website: https://cerb.ai/workflows/cerb.email.auto_watcher/
  requirements:
    cerb_version: >=11.0 <11.1
    cerb_plugins: cerberusweb.core,
records:
  automation_event_listener/listenerMailDraft:
    fields:
      name: Auto Watcher
      event_name: mail.draft
      priority@int: 100
      is_disabled: 0
      event_kata@raw:
        automation/addWatcher:
          uri: cerb:automation:cerb.email.auto_watcher.mailDraft
          disabled@bool: {{is_resumed or not draft_ticket_id or not draft_worker_id}}
  automation/automationMailDraft:
    fields:
      name: cerb.email.auto_watcher.mailDraft
      extension_id: cerb.trigger.mail.draft
      description@text:
      script@raw:
        start:
          outcome/hasTicket:
            if@bool: {{not draft_ticket_id or not draft_worker_id}}
            then:
              return:
          
          record.update:
            inputs:
              record_type: ticket
              record_id: {{draft_ticket_id}}
              fields:
                links@list:
                  worker:{{draft_worker_id}}
      policy_kata@raw:
        commands:
          record.update:
            deny/type@bool: {{inputs.record_type is not record type ('ticket')}}
            allow@bool: yes