Package 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 Details

    • getAgentGroups

      List<CsAgentGroupModel> getAgentGroups()
      Retrieves a list of the AgentGroups.
      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

    • 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

    • 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

    • 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 - the UserModel whose tickets to be returned
      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 - the UserModel whose tickets to be returned
      baseSite - the base site
      pageableData - the pageable data
      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