Sincronizar casos do Google Cloud Customer Care

Tasks

PollGoogleForUpdates

This task is scheduled to run every 60 seconds. It does the following:

• Search for recently updated cases:
  • Call CSAPI.SearchCases(organization_id, page_size=100, filter="update_time>{Global.google_last_polled_at - GOOGLE_POLLING_WINDOW}")
    • Continue fetching pages as long as a nextPageToken is returned.
    • GOOGLE_POLLING_WINDOW represents the period during which a case is continually checked for updates, even after it has been synced. The larger its value, the more tolerant the connector is to changes that are added while a case is syncing. We recommend that you set GOOGLE_POLLING_WINDOW to 30 minutes to avoid any problems with comments being added out of order.
• Make a CaseMapping for any new cases:
  • If CaseMapping does not exist for case.name and case.create_time is less than 30 days ago, then create a CaseMapping with the following values:

    Property	Value
    caseMappingID	N/A
    googleCaseName	case.name
    companyCaseID	null
    newContentAt	current_time
    resolvedAt	null
    companyUpdatesSyncedAt	current_time
    googleUpdatesSyncedAt	null
    outageCommentSentToGoogle	False
    outageCommentSentToCompany	False
    priority	case.priority (converted to an integer)

• Queue tasks to sync all recently updated cases:
  • Specifically, SyncGoogleCaseToCompany(case.name).
• Update CaseMappings:
  • For each open CaseMapping not recently updated, update CaseMapping.googleUpdatesSyncedAt to the current time.
• Update last polled time:
  • Update Global.google_last_polled_at in Firestore to the current time.

Retry logic

Configure this task to retry a few times within the first minute and then expire.

PollCompanyForUpdates

This task is scheduled to run every 60 seconds. It does the following:

• Search for recently updated cases:
  • Call YOUR_CRM.SearchCases(page_size=100, filter=”update_time>{Global.company_last_polled_at - COMPANY_POLLING_WINDOW} AND synchronizeWithGoogleCloudSupport=true”).
  • COMPANY_POLLING_WINDOW can be set to whatever time duration works for you. For example, 5 minutes.
• Make a CaseMapping for any new cases:
  • For each case, if CaseMapping does not exist for case.id and case.create_time is less than 30 days ago, create a CaseMapping that looks like this:

    Property	Value
    caseMappingID	N/A
    googleCaseName	null
    companyCaseID	case.id
    newContentAt	current_time
    resolvedAt	null
    companyUpdatesSyncedAt	null
    googleUpdatesSyncedAt	current_time
    outageCommentSentToGoogle	False
    outageCommentSentToCompany	False
    priority	case.priority (converted to an integer)

• Queue tasks to sync all recently updated cases:
  • Specifically, queue SyncCompanyCaseToGoogle(case.name).
• Update CaseMappings:
  • For each open CaseMapping not recently updated, update CaseMapping.companyUpdatesSyncedAt to the current time.
• Update last polled time:
  • Update Global.company_last_polled_at in Firestore to the current time.

Retry logic

Configure this task to retry a few times within the first minute and then expire.

SyncGoogleUpdatesToCompany(case_name)

Implementation

• Get the case and case mapping:
  • Get CaseMapping for case_name.
  • Call CSAPI.GetCase(case_name).
• If necessary, update resolved time and case status:
  • If CaseMapping.resolvedAt == null and case.status == CLOSED:
    • Set CaseMapping.resolvedAt to case.update_time
    • Close the case in the CRM as well
• Try to connect to an existing case in the CRM. If unable, then make a new one:
  • If CaseMapping.companyCaseID == null:
    • Try to get your CRM case with custom_field_google_name == case_name
      • custom_field_google_name is a custom field you create on the case object in your CRM.
    • If the CRM case can't be found, call YOUR_CRM.CreateCase(case) with the following case:

      Case field name in your CRM	Value
      Summary	Case.diplay_name
      Priority	Case.priority
      Description	"CONTENT MIRRORED FROM GOOGLE SUPPORT:\n" + Case.description
      Components	"Google Cloud"
      Customer Ticket (custom_field_google_name)	case_name
      Attachments	N/A

    • Update the CaseMapping with a CaseMapping that looks like this:

      Property	Value
      companyCaseID	new_case.id
      googleUpdatesSyncedAt	current_time

    • Add comment to Google case: "This case is now syncing with Company Case: {case_id}".
• Synchronize the comments:
  • Get all comments:
    • Call CSAPI.ListComments(case_name, page_size=100). The maximum page size is 100. Continue retrieving successive pages until the oldest comment retrieved is older than googleUpdatesSyncedAt - GOOGLE_POLLING_WINDOW.
    • Call YOUR_CRM.GetComments(case_id, page_size=50). Continue retrieving successive pages until the oldest comment retrieved is older than companyUpdatesSyncedAt - COMPANY_POLLING_WINDOW.
    • Optional: If you'd like, consider caching comments in some way so you can avoid making extra calls here. We leave the implementation of that up to you.
  • Compare both lists of comments to determine if there are new comments on the Google Case.
  • For each new Google comment:
    • Call YOUR_CRM.AddComment(comment.body), starting with "[Google Comment {comment_id}by {comment.actor.display_name}]".
• Repeat for attachments.
• Update CaseMapping.googleUpdatesSyncedAt to the current time.

Retry logic

Configure this task to retry indefinitely with exponential backoff.

SyncCompanyUpdatesToGoogle(case_id)

Implementation:

• Get the case and case mapping.
  • Get CaseMapping for case.id.
  • Call YOUR_CRM.GetCase(case.id).
• If necessary, update resolved time and case status:
  • If CaseMapping.resolvedAt == null and case.status == CLOSED:
    • Set CaseMapping.resolvedAt to case.update_time
    • Close the case in CSAPI as well
• Try to connect to an existing case in CSAPI. If unable, then make a new one:
  • If CaseMapping.googleCaseName == null:
    • Search through cases in CSAPI. Try to find a case that has a comment containing “This case is now syncing with Company Case: {case_id}”. If you're able to find one, then set googleCaseName equal to its name.
    • Otherwise, call CSAPI.CreateCase(case):
• Synchronize the comments.
  • Get all comments for the case from CSAPI and the CRM:
    • Call CSAPI.ListComments(case_name, page_size=100). Continue retrieving successive pages until the oldest comment retrieved is older than googleUpdatesSyncedAt - GOOGLE_POLLING_WINDOW.
    • Call YOUR_CRM.GetComments(case_id, page_size=50). Continue retrieving successive pages until the oldest comment retrieved is older than companyUpdatesSyncedAt - COMPANY_POLLING_WINDOW.
    • NOTE: If you'd like, consider caching comments in some way so you can avoid making extra calls here. We leave the implementation of that up to you.
  • Compare both lists of comments to determine if there are new comments on the CRM case.
  • For each new Company comment:
    • Call CSAPI.AddComment, starting with "[Company Comment {comment.id} by {comment.author.displayName}]".
• Repeat for attachments.
• Update CaseMapping.companyUpdatesSyncedAt to the current time.

Retry logic

Configure this task to retry indefinitely with exponential backoff.

CleanUpCaseMappings

This task is scheduled to run daily. It deletes any CaseMapping for a case that has been closed for 30 days according to resolvedAt.

Retry logic

Configure this task to retry with exponential backoff for up to 24 hours.

DetectOutages

This task is scheduled to run once every 5 minutes. It detects outages and alerts your Google and CRM cases (when possible) if a case is not syncing within the expected latency_tolerance.

latency_tolerance is defined as follows, where Time Since New Content = currentTime - newContentAt:

The latency that is relevant for the connector is not request latency, but rather the latency between when a change is made in one system and when it is propagated to the other. We make latency_tolerance dependent on priority and freshness to avoid spamming cases unnecessarily. If there is a short outage, such as scheduled maintenance on either system, we don't need to alert P4 cases that haven't been updated recently.

When DetectOutages runs, it does the following:

• Determine if a CaseMapping needs an outage comment, whereupon it adds one:
  • For each CaseMapping in Firestore:
    • If recently added (companyCaseId or googleUpdatesSyncedAt is not defined), then ignore.
    • If current_time > googleUpdatesSyncedAt + latency_tolerance OR current_time > companyUpdatesSyncedAt + latency_tolerance:
      • If !outageCommentSentToGoogle:
        • Try:
          • Add comment to Google that "This case has not synced properly in {duration since sync}."
          • Set outageCommentSentToGoogle = True.
      • If !outageCommentSentToCompany:
        • Try:
          • Add comment to your CRM that "This case has not synced properly in {duration since sync}."
          • Set outageCommentSentToCompany = True.
    • Else:
      • If outageCommentSentToGoogle:
        • Try:
          • Add comment to Google that "Syncing has resumed."
          • Set outageCommentSentToGoogle = False.
      • If outageCommentSentToCompany:
        • Try:
          • Add comment to your CRM that "Syncing has resumed."
          • Set outageCommentSentToCompany = False.
• Return a failing status code (4xx or 5xx) if an outage is detected. This causes any monitoring you've set up to notice that there is a problem with the task.

Retry logic

Configure this task to retry a few times within the first 5 minutes and then expire.

What's next

Your connector is now ready to use.

If you'd like, you can also implement unit tests and integration tests. Also, you can add monitoring to check that the connector is working correctly on an ongoing basis.