Capture & link CDETS details from webex

[shawsmit]

We need a way to archive a discussion from a webex space to CDETS. Often spaces contain details about a problem that are related to a defect. More recently I see sanity failures use a new webex spaces specific to track discussion about one Defect such as seen below.

• Space name: CSCwf98552 [HW-FURY-EDGE-xr-dev-23.07.15C.448813] Post power cycling and loading configs , interfaces are down
  Space ID: 73e0d3a0-258b-11ee-98f7-f732ad22fdd1

Once this activity wraps up the webex space is forgotten, and the CDETS has no record of the space or the discussion that took place there.

 Currently we are losing this useful historical information from future reference from anyone else who needs to get up to speed. Most of they time DE's get pulled in to the webex to escalate the repair discussions, but that conversation is not remembered/recorded for future reference. How do we fix this? I propose spaces with a CDETS title in the name should have an option that pops up that automatically asks:

• Do you want to cross link this Webex Space to CDETS - CSCwf98552? (Yes | No)

Thanks

Shawn

[shawsmit]

Janos - I reposted at the location you suggested. Thanks!

https://ciscocollabcustomer.ideas.aha.io/ideas/WXCUST-I-13557

[dstaudt]

This should be possible by building an application using the Webex messaging REST APIs, for example:

• Create/designate a Webex account for use by the application
• Create a Webex API integration, and use it to obtain access and refresh tokens for the app Webex user
• Ensure all Webex spaces that may need to be archived have the app Webex user added as a member (there are some ways to automate this)
• Set up a webhook to notify the app when its Webex user is added to a space, check if the space name includes a CDETS (e.g. regex)
• Use the REST message APIs to ask if the space/CDETS should be linked, either via text or adaptive card (you could also just do this automatically if you know the space name has a regular format that can be reliably regex'ed)
• If someone responds 'yes', the app uses CDETS APIs (which I assume exist - not familiar) to do the cross linking

I'm not sure what cross-linking in practice means - if it's just adding the Webex space link to the CDETS as a note (or perhaps there is a dedicated field) then that should be pretty easy.  If you want to be able to extract the actual text/attachments of the space and include in the CDETS (e.g. as an attachment - IT data security/privacy/retention policies may come into play), that might be more involved, especially if you want space contents archived into the CDETS in real-time-ish fashion as conversations happen. You could archive the text just once when the CDETS is closed if your app is also getting events/notifications via CDETS APIs.

[Janos Benyovszki]

@shawsmit we will not really be able to help with that, I'm afraid, what you are proposing here is a new requirement for the Webex Desktop (?) client and not an API or SDK question, that we could help here with. I would recommend opening a new feature request for this here https://ciscocollabcustomer.ideas.aha.io/?category=6974898788124652346 .