Package de.hybris.platform.ticket.strategies

Interface TicketResolutionStrategy

  • All Known Implementing Classes:
    DefaultTicketResolutionStrategy
    public interface TicketResolutionStrategy
    Interface to support the strategies to be considered when moving a note in and out of resolved state and when finding out if a ticket can be considered 'closed'.

    • Method Detail

      • resolveTicket

        CsTicketResolutionEventModel resolveTicket​(CsTicketModel ticket,
                                           CsInterventionType intervention,
                                           CsResolutionType resolutionType,
                                           java.lang.String note)
                                    throws TicketException
        Create a resolution event against a ticket and associate it with the ticket. This will also set the resolution event on the ticket itself
        Parameters:
        ticket - The ticket to mark as resolved
        intervention - The intervention of the resolution
        resolutionType - The type of the resolution
        note - The text note to add agsint the resolution
        Returns:
        The resolution event
        Throws:
        TicketException

      • resolveTicket

        CsTicketResolutionEventModel resolveTicket​(CsTicketModel ticket,
                                           CsInterventionType intervention,
                                           CsResolutionType resolutionType,
                                           java.lang.String note,
                                           java.util.Collection<MediaModel> attachments)
                                    throws TicketException
        Create a resolution event against a ticket and associate it with the ticket. This will also set the resolution event on the ticket itself
        Parameters:
        ticket - The ticket to mark as resolved
        intervention - The intervention of the resolution
        resolutionType - The type of the resolution
        note - The text note to add agsint the resolution
        Returns:
        The resolution event
        Throws:
        TicketException

      • unResolveTicket

        CsCustomerEventModel unResolveTicket​(CsTicketModel ticket,
                                     CsInterventionType intervention,
                                     CsEventReason reason,
                                     java.lang.String note)
                              throws TicketException
        Remove the resolution event from the ticket (although keep in in the list of events) and add a note to a ticket to indicate that it is no longer resolved. This method should also update the ticket state to indicate it is no longer resolved if appropriate.
        Parameters:
        ticket - The ticket to un-resolve
        intervention - The intervention that caused the ticket's resolution to be removed
        reason - The reason for unresolving the ticket
        note - The note to add when the ticket is unresolved.
        Returns:
        The note created against the ticket.
        Throws:
        TicketException

      • unResolveTicket

        CsCustomerEventModel unResolveTicket​(CsTicketModel ticket,
                                     CsInterventionType intervention,
                                     CsEventReason reason,
                                     java.lang.String note,
                                     java.util.Collection<MediaModel> attachments)
                              throws TicketException
        Remove the resolution event from the ticket (although keep in in the list of events) and add a note to a ticket to indicate that it is no longer resolved. This method should also update the ticket state to indicate it is no longer resolved if appropriate.
        Parameters:
        ticket - The ticket to un-resolve
        intervention - The intervention that caused the ticket's resolution to be removed
        reason - The reason for unresolving the ticket
        note - The note to add when the ticket is unresolved.
        attachments -
        Returns:
        The note created against the ticket.
        Throws:
        TicketException

      • isTicketClosed

        boolean isTicketClosed​(CsTicketModel ticket)
        Find out if a ticket is considered 'closed'. This allows for specific implementations to use different rules around reporting a closed ticket.
        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 allows for specific implementations to use different rules.
        Parameters:
        ticket - The ticket to check
        Returns:
        true if the ticket is resolvable, false otherwise

      • filterTicketStatesToRemovedClosedStates

        java.util.List<CsTicketState> filterTicketStatesToRemovedClosedStates​(java.util.List<CsTicketState> states)
        Filter a given list of ticket states to remove any which represent a resolved state and should only be used by the ticket resolution strategies. This method must not return a new states.
        Parameters:
        states - The states to filter
        Returns:
        A list with any states removed