Documentation Complète
📋 Automatisation des Alertes de Nouveaux Tickets vers Microsoft Teams
💡 Description
Ce workflow automatise l'envoi d'alertes pour les nouveaux tickets de support vers une équipe dédiée sur Microsoft Teams. En intégrant ConnectWise, Redis, et Microsoft Teams, il garantit que votre équipe de dispatch est toujours informée en temps réel des nouvelles demandes client. Cela permet de réduire le temps de réponse, améliorer la satisfaction client et optimiser la gestion des ressources. Avec une configuration planifiée pendant les heures ouvrables, ce flux assure un suivi efficace et sans faille des nouvelles tâches à traiter.
🚀 Fonctionnalités Clés
- ✅ Intégration transparente avec ConnectWise pour récupérer les nouveaux tickets.
- ✅ Filtrage intelligent des tickets déjà envoyés grâce à Redis.
- ✅ Notification en temps réel sur Microsoft Teams pour une réactivité accrue.
- ✅ Regroupement efficace des tickets par entreprise pour une gestion simplifiée.
📊 Architecture Technique
Nodes
Connexions
Services
🔌 Services Intégrés
🔧 Composition du Workflow
Node | Type | Description |
---|---|---|
Schedule Trigger | scheduleTrigger | Traitement des données |
Add Filterable Parameter | code | Traitement des données |
Query Database | redis | Traitement des données |
Filter Out Tickets that have already been sent | merge | Fusion de plusieurs branches de données |
Get New Tickets | httpRequest | Requête HTTP vers une API externe |
Combine like Companies | code | Traitement des données |
Teams to Dispatch | microsoftTeams | Traitement des données |
Log in Redis | redis | Traitement des données |
📖 Guide d'Implémentation
- Import du workflow: Téléchargez le fichier JSON et importez-le dans votre instance n8n
- Configuration des credentials: Configurez les accès pour chaque service utilisé
- Personnalisation: Adaptez les paramètres selon vos besoins spécifiques
- Test: Exécutez le workflow en mode test pour vérifier le bon fonctionnement
- Activation: Activez le workflow pour une exécution automatique
🏷️ Tags
Structure JSON
Voir le code JSON complet
{
"id": "0H2mo5k35e0nzMEE",
"meta": {
"instanceId": "2e2d423885cf86d4b5420a96c93cd261c847d0419e9bb242fa12caf4a4c298c3",
"templateCredsSetupCompleted": true
},
"name": "New Ticket Alerts to Teams",
"tags": [],
"nodes": [
{
"id": "80c29a2a-c005-4a19-a71e-3e862a4f9b49",
"name": "Schedule Trigger",
"type": "n8n-nodes-base.scheduleTrigger",
"position": [
-120,
540
],
"parameters": {
"rule": {
"interval": [
{
"field": "cronExpression",
"expression": "*\/1 8-16 * * 1-5"
}
]
}
},
"typeVersion": 1.1
},
{
"id": "24b7e81c-51ea-4a0f-9684-e5aef53021ad",
"name": "Add Filterable Parameter",
"type": "n8n-nodes-base.code",
"position": [
460,
460
],
"parameters": {
"jsCode": "for (const item of $input.all()) {\n \/\/ Assuming 'id' is the field with the Connectwise Ticket ID\n \/\/ Convert 'id' to a string to ensure it has quotes in the JSON output\n item.json.id = item.json.id.toString();\n\n \/\/ If 'filterOnThis' is another field you want to set with the id as a string\n item.json.FilterOnThis = item.json.id;\n\n \/\/ ... any other operations you want to perform on each item\n}\n\nreturn $input.all();"
},
"typeVersion": 2
},
{
"id": "1ab5a549-34a2-4bed-9c4c-9c268bf04e0d",
"name": "Query Database",
"type": "n8n-nodes-base.redis",
"position": [
460,
620
],
"parameters": {
"key": "={{ $json.id.toString() }}",
"keyType": "string",
"options": [],
"operation": "get",
"propertyName": "=Tickets"
},
"credentials": {
"redis": {
"id": "nm82iTY9aRTp8ZQm",
"name": "Redis-Dispatch"
}
},
"typeVersion": 1,
"alwaysOutputData": true
},
{
"id": "c6f3bb14-3385-4b5a-95b1-f0ac787d056a",
"name": "Filter Out Tickets that have already been sent",
"type": "n8n-nodes-base.merge",
"position": [
780,
540
],
"parameters": {
"mode": "combine",
"options": {
"fuzzyCompare": true
},
"joinMode": "keepNonMatches",
"mergeByFields": {
"values": [
{
"field1": "FilterOnThis",
"field2": "Tickets"
}
]
},
"outputDataFrom": "input1"
},
"typeVersion": 2.1
},
{
"id": "18bb4e45-cfaf-47b7-88fa-4edb316f05d5",
"name": "Get New Tickets",
"type": "n8n-nodes-base.httpRequest",
"position": [
180,
540
],
"parameters": {
"url": "https:\/\/na.myconnectwise.net\/v4_6_release\/apis\/3.0\/service\/tickets?conditions=(status\/name=\"New\" or status\/name=\"New (email)\" or status\/name=\"New (portal)\") and (board\/id=25 or board\/id=26 or board\/id=1 or board\/id=28) and parentTicketId=null&PageSize=999",
"options": [],
"sendHeaders": true,
"authentication": "genericCredentialType",
"genericAuthType": "httpHeaderAuth",
"headerParameters": {
"parameters": [
{
"name": "clientId",
"value": "934a9a6d-480a-4502-ab77-46bd80b368d7"
}
]
}
},
"credentials": {
"httpHeaderAuth": {
"id": "MlbbiZdsGxeWRyMH",
"name": "Header Auth account"
}
},
"typeVersion": 4.1
},
{
"id": "5a827e46-b257-4078-ba1f-a27bfba7cb02",
"name": "Combine like Companies",
"type": "n8n-nodes-base.code",
"position": [
1040,
620
],
"parameters": {
"jsCode": "\/\/ would need to be adapted to your specific data structure.\nreturn Object.values(items.reduce((accumulator, current) => {\n const siteName = current.json.siteName; \/\/ assuming 'siteName' is the common property\n const companyName = current.json.company; \/\/ replace with the correct path to the company name\n const ticketType = current.json.recordType; \/\/ replace with the correct path to the ticket type\n\n \/\/ Use a combined key of siteName and companyName to group tickets\n const groupKey = `${siteName} - ${companyName}`;\n\n if (!accumulator[groupKey]) {\n accumulator[groupKey] = {\n siteName,\n companyName,\n ticketType,\n tickets: []\n };\n }\n\n \/\/ Create a string that combines the ticket number and summary with a <br> for HTML line breaks\n const ticketInfo = `${current.json.id}: ${current.json.summary}<br>`;\n accumulator[groupKey].tickets.push(ticketInfo);\n\n \/\/ If ticketType is not consistent within the same groupKey, handle accordingly\n if (!accumulator[groupKey].ticketType) {\n accumulator[groupKey].ticketType = ticketType;\n } else if (accumulator[groupKey].ticketType !== ticketType) {\n \/\/ Handle the case where different ticket types exist within the same groupKey\n accumulator[groupKey].ticketType += `, ${ticketType}`;\n }\n\n return accumulator;\n}, {})).map(group => {\n \/\/ Join the tickets array into a single string, separating each ticket with an empty string (effectively nothing)\n const ticketsString = group.tickets.join('');\n\n \/\/ Return the final object structure, with each property as needed\n return {\n siteName: group.siteName,\n companyName: group.companyName,\n ticketType: group.ticketType,\n tickets: ticketsString \/\/ This is now a single string with <br> as separators\n };\n});\n"
},
"typeVersion": 2
},
{
"id": "0a69f405-cb56-4cb5-b56c-9015602376eb",
"name": "Teams to Dispatch",
"type": "n8n-nodes-base.microsoftTeams",
"position": [
1320,
540
],
"parameters": {
"chatId": "19:3a9ec7df-5b99-4311-9a78-61ac2192da07_449d57c9-64d0-496f-ad07-147a6b388a32@unq.gbl.spaces",
"message": "=Hey Dispatch Team!, A new {{ $json.ticketType }} has come in.<br><br> <strong>Ticket:<\/strong> {{ $json.tickets }} <strong>Company: <\/strong> {{ $json.companyName.name }}",
"options": [],
"resource": "chatMessage",
"messageType": "html"
},
"credentials": {
"microsoftTeamsOAuth2Api": {
"id": "9eUxYgQYNgePrgUD",
"name": "Microsoft Teams account"
}
},
"typeVersion": 1.1
},
{
"id": "59beaef0-77af-4ae2-a68d-43313e933a10",
"name": "Log in Redis",
"type": "n8n-nodes-base.redis",
"position": [
1040,
460
],
"parameters": {
"key": "={{ $json.id }}",
"value": "={{ $json.id }}",
"operation": "set"
},
"credentials": {
"redis": {
"id": "nm82iTY9aRTp8ZQm",
"name": "Redis-Dispatch"
}
},
"typeVersion": 1
}
],
"active": true,
"pinData": [],
"settings": {
"executionOrder": "v1"
},
"versionId": "ab7ae9df-5adf-4be4-8c56-39b433641673",
"connections": {
"Query Database": {
"main": [
[
{
"node": "Filter Out Tickets that have already been sent",
"type": "main",
"index": 1
}
]
]
},
"Get New Tickets": {
"main": [
[
{
"node": "Query Database",
"type": "main",
"index": 0
},
{
"node": "Add Filterable Parameter",
"type": "main",
"index": 0
}
]
]
},
"Schedule Trigger": {
"main": [
[
{
"node": "Get New Tickets",
"type": "main",
"index": 0
}
]
]
},
"Combine like Companies": {
"main": [
[
{
"node": "Teams to Dispatch",
"type": "main",
"index": 0
}
]
]
},
"Add Filterable Parameter": {
"main": [
[
{
"node": "Filter Out Tickets that have already been sent",
"type": "main",
"index": 0
}
]
]
},
"Filter Out Tickets that have already been sent": {
"main": [
[
{
"node": "Combine like Companies",
"type": "main",
"index": 0
},
{
"node": "Log in Redis",
"type": "main",
"index": 0
}
]
]
}
}
}