de.hybris.platform.ticket.service

Interface TicketService

All Known Implementing Classes:

DefaultTicketService

public interface TicketService

Service to provide mechanism to find CsTickets by various attributes. Also provides methods to retrieve lists of Agents, AgentGroups, Priorities, States, Intervention Types and Reasons based on the available instances at runtime.

Spring Bean ID:

ticketService

Method Summary

Modifier and Type	Method and Description
List<CsAgentGroupModel>	getAgentGroups() Retrieves a list of the AgentGroups.
List<CsAgentGroupModel>	getAgentGroups(BaseStoreModel store) Deprecated. use getAgentGroupsForBaseStore(BaseStoreModel) instead.
List<CsAgentGroupModel>	getAgentGroupsForBaseStore(BaseStoreModel store) Retrieves a list of the AgentGroups for the provided BaseStore
List<EmployeeModel>	getAgents() Retrieves a list of the Agents as Employees.
List<EmployeeModel>	getAgents(BaseStoreModel store) Deprecated. use getAgentsForBaseStore(BaseStoreModel) instead.
List<EmployeeModel>	getAgentsForBaseStore(BaseStoreModel store) Retrieves a list of the Agents as Employees for the provided BaseStore
AbstractOrderModel	getAssociatedObject(String associatedCode, String userUid, String siteUid) Extract associatedTo object as AbstractOrderModel
List<CsEventReason>	getEventReasons() Retrieves all available Event Reasons in the system.
List<CsTicketEventModel>	getEventsForTicket(CsTicketModel ticket) Gets all ticket events for CsTicketModel object.
List<CsInterventionType>	getInterventionTypes() Retrieves all available Intervention Types in the system.
List<CsResolutionType>	getResolutionTypes() Retrieves all available Resolution Types in the system.
CsTicketModel	getTicketById(String ticketId) Deprecated. use getTicketForTicketId(String) instead.
List<CsTicketCategory>	getTicketCategories() Retrieves all available Ticket Categories in the system.
List<CsTicketEventModel>	getTicketEventsForCustomerByTicket(CsTicketModel ticket) Gets all ticket events for CsTicketModel object excluding private messages.
CsTicketModel	getTicketForTicketEvent(CsTicketEventModel ticketEvent) Gets the ticket for given CsTicketEventModel object.
CsTicketModel	getTicketForTicketId(String ticketId) Lookup a specific ticket by ticket ID
List<CsTicketPriority>	getTicketPriorities() Retrieves all available Ticket Priorities in the system.
List<CsTicketModel>	getTicketsByAgent(EmployeeModel agent) Deprecated. use getTicketsForAgent(EmployeeModel) instead.
List<CsTicketModel>	getTicketsByAgentGroup(CsAgentGroupModel agentGroup) Deprecated. use getTicketsForAgentGroup(CsAgentGroupModel) instead.
List<CsTicketModel>	getTicketsByCategory(CsTicketCategory... category) Deprecated. use getTicketsForCategory(CsTicketCategory...) instead.
List<CsTicketModel>	getTicketsByCustomer(UserModel customer) Deprecated. use getTicketsForCustomer(UserModel) instead.
List<CsTicketModel>	getTicketsByOrder(OrderModel order) Deprecated. use getTicketsForOrder(OrderModel) instead.
List<CsTicketModel>	getTicketsByPriority(CsTicketPriority... priority) Deprecated. use getTicketsForPriority(CsTicketPriority...) instead.
List<CsTicketModel>	getTicketsByResolutionType(CsResolutionType... resolutionType) Deprecated. use getTicketsForResolutionType(CsResolutionType...) instead.
List<CsTicketModel>	getTicketsByState(CsTicketState... state) Deprecated. use getTicketsForState(CsTicketState...) instead.
List<CsTicketModel>	getTicketsForAgent(EmployeeModel agent) Find all the tickets that are assigned to the Agent.
List<CsTicketModel>	getTicketsForAgentGroup(CsAgentGroupModel agentGroup) Find all the tickets assigned to the AgentGroup.
List<CsTicketModel>	getTicketsForCategory(CsTicketCategory... category) Find all the tickets that have the provided categories.
List<CsTicketModel>	getTicketsForCustomer(UserModel customer) Find all tickets that are associated with the customer.
List<CsTicketModel>	getTicketsForCustomerOrderByModifiedTime(UserModel user) Find all tickets that are associated with the customer in order by Modified date and time.
SearchPageData<CsTicketModel>	getTicketsForCustomerOrderByModifiedTime(UserModel user, BaseSiteModel baseSite, PageableData pageableData) Find all tickets that are associated with the customer in order by Modified date and time.
List<CsTicketModel>	getTicketsForOrder(OrderModel order) Find all the tickets that are associated with the order.
List<CsTicketModel>	getTicketsForPriority(CsTicketPriority... priority) Find all the tickets that have the provided priorities.
List<CsTicketModel>	getTicketsForResolutionType(CsResolutionType... resolutionType) Find all the tickets that have the provided Resolution Type(s).
List<CsTicketModel>	getTicketsForState(CsTicketState... state) Find all the tickets that are in the provided states.
List<CsTicketState>	getTicketStates() Retrieves all available Ticket States in the system.
CommentTypeModel	getTicketType(String type) Get the comment type given the code of that type

Method Detail

getAgentGroups

List<CsAgentGroupModel> getAgentGroups()

Retrieves a list of the AgentGroups.

Returns:

The list of AgentGroups

getAgentGroups

@Deprecated
List<CsAgentGroupModel> getAgentGroups(BaseStoreModel store)

Deprecated. use getAgentGroupsForBaseStore(BaseStoreModel) instead.

Retrieves a list of the AgentGroups for the provided BaseStore

Parameters:

store - The BaseStore to retrieve AgentGroups for

Returns:

The list of AgentGroups

getAgentGroupsForBaseStore

List<CsAgentGroupModel> getAgentGroupsForBaseStore(BaseStoreModel store)

Retrieves a list of the AgentGroups for the provided BaseStore

Parameters:

store - The BaseStore to retrieve AgentGroups for

Returns:

The list of AgentGroups

getAgents

List<EmployeeModel> getAgents()

Retrieves a list of the Agents as Employees.

Returns:

The list of Agents

getAgents

@Deprecated
List<EmployeeModel> getAgents(BaseStoreModel store)

Deprecated. use getAgentsForBaseStore(BaseStoreModel) instead.

Retrieves a list of the Agents as Employees for the provided BaseStore

Parameters:

store - The BaseStore to retrieve Agents for

Returns:

The list of Agents

getAgentsForBaseStore

List<EmployeeModel> getAgentsForBaseStore(BaseStoreModel store)

Retrieves a list of the Agents as Employees for the provided BaseStore

Parameters:

store - The BaseStore to retrieve Agents for

Returns:

The list of Agents

getEventReasons

List<CsEventReason> getEventReasons()

Retrieves all available Event Reasons in the system.

Returns:

The list of Event Reasons

getEventsForTicket

List<CsTicketEventModel> getEventsForTicket(CsTicketModel ticket)

Gets all ticket events for CsTicketModel object.

Parameters:

ticket - the CsTicketModel for which to return ticket events.

Returns:

A list of ticket events.

getTicketEventsForCustomerByTicket

List<CsTicketEventModel> getTicketEventsForCustomerByTicket(CsTicketModel ticket)

Gets all ticket events for CsTicketModel object excluding private messages.

Parameters:

ticket - the CsTicketModel for which to return ticket events.

Returns:

A list of ticket events.

getInterventionTypes

List<CsInterventionType> getInterventionTypes()

Retrieves all available Intervention Types in the system.

Returns:

The list of Intervention Types

getResolutionTypes

List<CsResolutionType> getResolutionTypes()

Retrieves all available Resolution Types in the system.

Returns:

The list of Resolution Types

getTicketById

@Deprecated
CsTicketModel getTicketById(String ticketId)

Deprecated. use getTicketForTicketId(String) instead.

Lookup a specific ticket by ticket ID

Parameters:

ticketId - The id of the ticket to lookup

Returns:

The ticket with that Id

getTicketCategories

List<CsTicketCategory> getTicketCategories()

Retrieves all available Ticket Categories in the system.

Returns:

The list of Ticket Categories

getTicketForTicketEvent

CsTicketModel getTicketForTicketEvent(CsTicketEventModel ticketEvent)

Gets the ticket for given CsTicketEventModel object.

Parameters:

ticketEvent - the ticket event

Returns:

the ticket

getTicketForTicketId

CsTicketModel getTicketForTicketId(String ticketId)

Lookup a specific ticket by ticket ID

Parameters:

ticketId - The id of the ticket to lookup

Returns:

The ticket with that Id

getTicketPriorities

List<CsTicketPriority> getTicketPriorities()

Retrieves all available Ticket Priorities in the system.

Returns:

The list of Ticket Priorities

getTicketsByAgent

@Deprecated
List<CsTicketModel> getTicketsByAgent(EmployeeModel agent)

Deprecated. use getTicketsForAgent(EmployeeModel) instead.

Find all the tickets that are assigned to the Agent.

Parameters:

agent - The agent to find assigned tickets for

Returns:

A list of tickets matching search criteria

getTicketsByAgentGroup

@Deprecated
List<CsTicketModel> getTicketsByAgentGroup(CsAgentGroupModel agentGroup)

Deprecated. use getTicketsForAgentGroup(CsAgentGroupModel) instead.

Find all the tickets assigned to the AgentGroup.

Parameters:

agentGroup - The AgentGroup to find assigned tickets for

Returns:

A list of tickets matching search criteria

getTicketsByCategory

@Deprecated
List<CsTicketModel> getTicketsByCategory(CsTicketCategory... category)

Deprecated. use getTicketsForCategory(CsTicketCategory...) instead.

Find all the tickets that have the provided categories.

Parameters:

category - The category/categories for which to return tickets. The number of arguments is variable and may be zero, although zero arguments will return an empty list.

Returns:

A list of tickets matching search criteria

getTicketsByCustomer

@Deprecated
List<CsTicketModel> getTicketsByCustomer(UserModel customer)

Deprecated. use getTicketsForCustomer(UserModel) instead.

Find all tickets that are associated with the customer.

Parameters:

customer - The customer to find tickets for

Returns:

A list of tickets matching search criteria

getTicketsByOrder

@Deprecated
List<CsTicketModel> getTicketsByOrder(OrderModel order)

Deprecated. use getTicketsForOrder(OrderModel) instead.

Find all the tickets that are associated with the order.

Parameters:

order - The order to find tickets for

Returns:

A list of tickets matching search criteria

getTicketsByPriority

@Deprecated
List<CsTicketModel> getTicketsByPriority(CsTicketPriority... priority)

Deprecated. use getTicketsForPriority(CsTicketPriority...) instead.

Find all the tickets that have the provided priorities.

Parameters:

priority - The priority/priorities for which to return tickets. The number of arguments is variable and may be zero, although zero arguments will return an empty list.

Returns:

A list of tickets matching search criteria

getTicketsByResolutionType

@Deprecated
List<CsTicketModel> getTicketsByResolutionType(CsResolutionType... resolutionType)

Deprecated. use getTicketsForResolutionType(CsResolutionType...) instead.

Find all the tickets that have the provided Resolution Type(s).

Parameters:

resolutionType - The Resolution Type(s) for which to return tickets. The number of arguments is variable and may be zero, although zero arguments will return an empty list.

Returns:

A list of tickets matching search criteria

getTicketsByState

@Deprecated
List<CsTicketModel> getTicketsByState(CsTicketState... state)

Deprecated. use getTicketsForState(CsTicketState...) instead.

Find all the tickets that are in the provided states.

Parameters:

state - The state(s) for which to return tickets. The number of arguments is variable and may be zero, although zero arguments will return an empty list.

Returns:

A list of tickets matching search criteria

getTicketsForAgent

List<CsTicketModel> getTicketsForAgent(EmployeeModel agent)

Find all the tickets that are assigned to the Agent.

Parameters:

agent - The agent to find assigned tickets for

Returns:

A list of tickets matching search criteria

getTicketsForAgentGroup

List<CsTicketModel> getTicketsForAgentGroup(CsAgentGroupModel agentGroup)

Find all the tickets assigned to the AgentGroup.

Parameters:

agentGroup - The AgentGroup to find assigned tickets for

Returns:

A list of tickets matching search criteria

getTicketsForCategory

List<CsTicketModel> getTicketsForCategory(CsTicketCategory... category)

Find all the tickets that have the provided categories.

Parameters:

category - The category/categories for which to return tickets. The number of arguments is variable and may be zero, although zero arguments will return an empty list.

Returns:

A list of tickets matching search criteria

getTicketsForCustomer

List<CsTicketModel> getTicketsForCustomer(UserModel customer)

Find all tickets that are associated with the customer.

Parameters:

customer - The customer to find tickets for

Returns:

A list of tickets matching search criteria

getTicketsForOrder

List<CsTicketModel> getTicketsForOrder(OrderModel order)

Find all the tickets that are associated with the order.

Parameters:

order - The order to find tickets for

Returns:

A list of tickets matching search criteria

getTicketsForPriority

List<CsTicketModel> getTicketsForPriority(CsTicketPriority... priority)

Find all the tickets that have the provided priorities.

Parameters:

priority - The priority/priorities for which to return tickets. The number of arguments is variable and may be zero, although zero arguments will return an empty list.

Returns:

A list of tickets matching search criteria

getTicketsForResolutionType

List<CsTicketModel> getTicketsForResolutionType(CsResolutionType... resolutionType)

Find all the tickets that have the provided Resolution Type(s).

Parameters:

resolutionType - The Resolution Type(s) for which to return tickets. The number of arguments is variable and may be zero, although zero arguments will return an empty list.

Returns:

A list of tickets matching search criteria

getTicketsForState

List<CsTicketModel> getTicketsForState(CsTicketState... state)

Find all the tickets that are in the provided states.

Parameters:

state - The state(s) for which to return tickets. The number of arguments is variable and may be zero, although zero arguments will return an empty list.

Returns:

A list of tickets matching search criteria

getTicketStates

List<CsTicketState> getTicketStates()

Retrieves all available Ticket States in the system.

Returns:

The list of Ticket States

getTicketType

CommentTypeModel getTicketType(String type)

Get the comment type given the code of that type

Parameters:

type - The type code of comment type to get

Returns:

The comment type represented by the type code

getTicketsForCustomerOrderByModifiedTime

List<CsTicketModel> getTicketsForCustomerOrderByModifiedTime(UserModel user)

Find all tickets that are associated with the customer in order by Modified date and time.

Parameters:

user -

Returns:

List

getTicketsForCustomerOrderByModifiedTime

SearchPageData<CsTicketModel> getTicketsForCustomerOrderByModifiedTime(UserModel user,
                                                                       BaseSiteModel baseSite,
                                                                       PageableData pageableData)

Find all tickets that are associated with the customer in order by Modified date and time.

Parameters:

user -

baseSite -

pageableData -

Returns:

List

getAssociatedObject

AbstractOrderModel getAssociatedObject(String associatedCode,
                                       String userUid,
                                       String siteUid)

Extract associatedTo object as AbstractOrderModel

Parameters:

associatedCode - code of associated object

userUid - optional

siteUid - optional

Returns:

AbstractOrderModel, nullable