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 Summary

Modifier and Type	Method and Description
List<CsTicketState>	filterTicketStatesToRemovedClosedStates(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.
boolean	isTicketClosed(CsTicketModel ticket) Find out if a ticket is considered 'closed'.
boolean	isTicketResolvable(CsTicketModel ticket) Find out whether a ticket is resolvable.
CsTicketResolutionEventModel	resolveTicket(CsTicketModel ticket, CsInterventionType intervention, CsResolutionType resolutionType, String note) Create a resolution event against a ticket and associate it with the ticket.
CsTicketResolutionEventModel	resolveTicket(CsTicketModel ticket, CsInterventionType intervention, CsResolutionType resolutionType, String note, Collection<MediaModel> attachments) Create a resolution event against a ticket and associate it with the ticket.
CsCustomerEventModel	unResolveTicket(CsTicketModel ticket, CsInterventionType intervention, CsEventReason reason, String note) 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.
CsCustomerEventModel	unResolveTicket(CsTicketModel ticket, CsInterventionType intervention, CsEventReason reason, String note, Collection<MediaModel> attachments) 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.

Method Detail

resolveTicket

CsTicketResolutionEventModel resolveTicket(CsTicketModel ticket,
                                           CsInterventionType intervention,
                                           CsResolutionType resolutionType,
                                           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,
                                           String note,
                                           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,
                                     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,
                                     String note,
                                     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

List<CsTicketState> filterTicketStatesToRemovedClosedStates(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