Package de.hybris.platform.ticket.service

Interface TicketBusinessService

  • All Known Implementing Classes:
    DefaultTicketBusinessService
    public interface TicketBusinessService
    Service to support the business processes used for creating and managing tickets.

    • Method Detail

      • createTicket

        CsTicketModel createTicket​(CsTicketParameter ticketParameter)
        Create a new ticket with the parameters defined in CsTicketParameter
        Parameters:
        ticketParameter - Ticker creation parameters
        Returns:
        The newly created ticket

      • createTicket

        @Deprecated(since="6.0",
            forRemoval=true)
CsTicketModel createTicket​(CsTicketModel ticket,
                           CsCustomerEventModel creationEvent)
        Deprecated, for removal: This API element is subject to removal in a future version.
        since 6.0 use createTicket(CsTicketParameter) instead
        Create a new ticket with the given ticket model and creation event. The ticket will get validated and assigned a ticket id and stored in the DB. The creation event will get associated with the ticket.
        Parameters:
        ticket - The new ticket
        creationEvent - The creation event to associate with the new ticket
        Returns:
        The newly created ticket

      • updateTicket

        CsTicketModel updateTicket​(CsTicketModel ticket)
                    throws TicketException
        Update the details of a ticket. This will generate an event to capture all changed fields on the ticket and attach it to the ticket. Business rules for changes to specific fields (state, assignment etc.) must also be run by the implementation of this method.
        Parameters:
        ticket - The ticket to update the details of
        Returns:
        The updated ticket
        Throws:
        TicketException - If the ticket is null or the update is not permitted

      • updateTicket

        CsTicketModel updateTicket​(CsTicketModel ticket,
                           java.lang.String note)
                    throws TicketException
        Update the details of a ticket. This will generate an event to capture all changed fields on the ticket and attached to the ticket. A note can also be passed which will be added as a separate event to the ticket. Business rules for changes to specific fields (state, assignment etc.) must also be run by the implementation of this method.
        Parameters:
        ticket - The ticket to update the details of
        note - The note to associate with the update
        Returns:
        The updated ticket
        Throws:
        TicketException - TicketException In case if: 1)the ticket is null 2)the note is null or empty 3)the update is not permitted

      • setTicketState

        CsTicketModel setTicketState​(CsTicketModel ticket,
                             CsTicketState newState)
                      throws TicketException
        Set the state of a ticket. Note that this is a separate method to updateTicket and will throw an exception if the ticket is in any other way changed.
        Parameters:
        ticket - The ticket to change the state of
        newState - The new state of the ticket
        Returns:
        The updated ticket
        Throws:
        TicketException - If the ticket has been modified

      • setTicketState

        CsTicketModel setTicketState​(CsTicketModel ticket,
                             CsTicketState newState,
                             java.lang.String note)
                      throws TicketException
        Set the state of a ticket. Note that this is a separate method to updateTicket and will throw an exception if the ticket is in any other way changed.
        Parameters:
        ticket - The ticket to change the state of
        newState - The new state of the ticket
        note - The note to associate with the state change
        Returns:
        The updated ticket
        Throws:
        TicketException - If the ticket has been modified

      • assignTicketToAgent

        CsTicketModel assignTicketToAgent​(CsTicketModel ticket,
                                  EmployeeModel agent)
                           throws TicketException
        Sets the assignedAgent of the Ticket, i.e. assigns the ticket to the specified agent. Note that this is a separate method to updateTicket and will throw an exception if the ticket is in any other way changed.
        Parameters:
        ticket - The Ticket to assign
        agent - The Agent to assign the ticket to
        Returns:
        The updated ticket
        Throws:
        TicketException - If the ticket has been modified

      • assignTicketToGroup

        CsTicketModel assignTicketToGroup​(CsTicketModel ticket,
                                  CsAgentGroupModel group)
                           throws TicketException
        Sets the assignedGroup of the Ticket, i.e. assigns the ticket to the specified group. Note that this is a separate method to updateTicket and will throw an exception if the ticket is in any other way changed.
        Parameters:
        ticket - The Ticket to assign
        group - The Group to assign the ticket to
        Returns:
        The updated ticket
        Throws:
        TicketException - If the ticket has been modified

      • addNoteToTicket

        CsCustomerEventModel addNoteToTicket​(CsTicketModel ticket,
                                     CsInterventionType intervention,
                                     CsEventReason reason,
                                     java.lang.String note,
                                     java.util.Collection<MediaModel> attachments)
        Add a note to the specified ticket. This will initiate all business rules around adding a note to a ticket. Note that any changes to the ticket itself will be ignored and should be saved using updateTicket.
        Parameters:
        ticket - The ticket to add the note to
        intervention - The interventionType of the note
        reason - The reason for the intervention
        note - The note to add
        attachments - The attachments to add to the note
        Returns:
        The note created and attached to the ticket.

      • addCustomerEmailToTicket

        CsCustomerEventModel addCustomerEmailToTicket​(CsTicketModel ticket,
                                              CsEventReason reason,
                                              java.lang.String subject,
                                              java.lang.String emailBody,
                                              java.util.Collection<MediaModel> attachments)
        Add a customer email to the specified ticket. This will add the email to the ticket and send it via email to the customer using the business rules specified. Note that this is for sending an email to a customer and not for adding an email received from the customer.
        Parameters:
        ticket - The ticket to add the email to
        reason - The reason for the email
        subject - The subject of the email
        emailBody - The body of the email
        attachments - The attachments to add to the email
        Returns:
        The note created and attached to the ticket.

      • resolveTicket

        CsTicketResolutionEventModel resolveTicket​(CsTicketModel ticket,
                                           CsInterventionType intervention,
                                           CsResolutionType resolutionType,
                                           java.lang.String note,
                                           java.util.Collection<MediaModel> attachments)
                                    throws TicketException
        Resolve a ticket and add the associated resolution event. The ticket will be validated to check it is in an appropriate state for resolution and will then be resolved if the state check passes
        Parameters:
        ticket - The ticket to be resolved
        intervention - Intervention Type
        resolutionType - The resolution reason for the ticket
        note - message
        attachments - as attachments
        Returns:
        The resolution event created and attached to the ticket.
        Throws:
        TicketException - if the ticket is null or missing arguments required to resolve ticket

      • resolveTicket

        CsTicketResolutionEventModel resolveTicket​(CsTicketModel ticket,
                                           CsInterventionType intervention,
                                           CsResolutionType resolutionType,
                                           java.lang.String note)
                                    throws TicketException
        Resolve a ticket and add the associated resolution event. The ticket will be validated to check it is in an appropriate state for resolution and will then be resolved if the state check passes
        Parameters:
        ticket - The ticket to be resolved
        intervention - Intervention Type
        resolutionType - The resolution reason for the ticket
        note - message
        Returns:
        The resolution event created and attached to the ticket.
        Throws:
        TicketException - if the ticket is null or missing arguments required to resolve ticket

      • unResolveTicket

        CsCustomerEventModel unResolveTicket​(CsTicketModel ticket,
                                     CsInterventionType intervention,
                                     CsEventReason reason,
                                     java.lang.String note,
                                     java.util.Collection<MediaModel> attachments)
                              throws TicketException
        Reverse the resolution of a ticket and add a note to it.
        Parameters:
        ticket - The ticket to 'unresolve'
        intervention - The interventionType for the event
        reason - The reason for the event
        note - The content of the note to add to the ticket
        attachments - as ticket attachments
        Returns:
        The note created and attached to the ticket.
        Throws:
        TicketException - if the ticket is null or missing arguments required to resolve ticket

      • unResolveTicket

        CsCustomerEventModel unResolveTicket​(CsTicketModel ticket,
                                     CsInterventionType intervention,
                                     CsEventReason reason,
                                     java.lang.String note)
                              throws TicketException
        Reverse the resolution of a ticket and add a note to it.
        Parameters:
        ticket - The ticket to 'unresolve'
        intervention - The interventionType for the event
        reason - The reason for the event
        note - The content of the note to add to the ticket
        Returns:
        The note created and attached to the ticket.
        Throws:
        TicketException - if the ticket is null or missing arguments required to unresolve ticket

      • isTicketClosed

        boolean isTicketClosed​(CsTicketModel ticket)
        Find out whether a ticket is closed. This is dependent on the business rules of when a ticket is open or closed.
        Parameters:
        ticket - The ticket to check
        Returns:
        true if the ticket is closed, false otherwise

      • isTicketResolvable

        boolean isTicketResolvable​(CsTicketModel ticket)
        Find out whether a ticket is resolvable. This is dependent on the business rules.
        Parameters:
        ticket - The ticket to check
        Returns:
        true if the ticket is resolvable, false otherwise

      • getTicketNextStates

        java.util.List<CsTicketState> getTicketNextStates​(CsTicketModel ticket)
        Returns a list of states that the passed ticket can move to according to configured rules.
        Parameters:
        ticket - The current state of the ticket
        Returns:
        The list of available states that the ticket can move to

      • getTicketNextStates

        java.util.List<CsTicketState> getTicketNextStates​(CsTicketState state)
        Get the list of states which can come after the passed on
        Parameters:
        state - The state to get the next states from
        Returns:
        A list of states that at ticket in the specified state can move into

      • getLastEvent

        CsTicketEventModel getLastEvent​(CsTicketModel ticket)
        Returns the last event on the ticket.
        Parameters:
        ticket - The ticket to retrieve the last event for
        Returns:
        The last event on the ticket

      • renderTicketEventText

        java.lang.String renderTicketEventText​(CsTicketEventModel ticket)
        Get a description of a ticket for rendering on front ends
        Parameters:
        ticket - The ticket to get the description of
        Returns:
        A string description of the ticket