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 Summary

Modifier and Type	Method and Description
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.
CsCustomerEventModel	addNoteToTicket(CsTicketModel ticket, CsInterventionType intervention, CsEventReason reason, java.lang.String note, java.util.Collection<MediaModel> attachments) Add a note to the specified ticket.
CsTicketModel	assignTicketToAgent(CsTicketModel ticket, EmployeeModel agent) Sets the assignedAgent of the Ticket, i.e.
CsTicketModel	assignTicketToGroup(CsTicketModel ticket, CsAgentGroupModel group) Sets the assignedGroup of the Ticket, i.e.
CsTicketModel	createTicket(CsTicketModel ticket, CsCustomerEventModel creationEvent) Deprecated. since 6.0 use createTicket(CsTicketParameter) instead
CsTicketModel	createTicket(CsTicketParameter ticketParameter) Create a new ticket with the parameters defined in CsTicketParameter
CsTicketEventModel	getLastEvent(CsTicketModel ticket) Returns the last event on the ticket.
java.util.List<CsTicketState>	getTicketNextStates(CsTicketModel ticket) Returns a list of states that the passed ticket can move to according to configured rules.
java.util.List<CsTicketState>	getTicketNextStates(CsTicketState state) Get the list of states which can come after the passed on
boolean	isTicketClosed(CsTicketModel ticket) Find out whether a ticket is closed.
boolean	isTicketResolvable(CsTicketModel ticket) Find out whether a ticket is resolvable.
java.lang.String	renderTicketEventText(CsTicketEventModel ticket) Get a description of a ticket for rendering on front ends
CsTicketResolutionEventModel	resolveTicket(CsTicketModel ticket, CsInterventionType intervention, CsResolutionType resolutionType, java.lang.String note) Resolve a ticket and add the associated resolution event.
CsTicketResolutionEventModel	resolveTicket(CsTicketModel ticket, CsInterventionType intervention, CsResolutionType resolutionType, java.lang.String note, java.util.Collection<MediaModel> attachments) Resolve a ticket and add the associated resolution event.
CsTicketModel	setTicketState(CsTicketModel ticket, CsTicketState newState) Set the state of a ticket.
CsTicketModel	setTicketState(CsTicketModel ticket, CsTicketState newState, java.lang.String note) Set the state of a ticket.
CsCustomerEventModel	unResolveTicket(CsTicketModel ticket, CsInterventionType intervention, CsEventReason reason, java.lang.String note) Reverse the resolution of a ticket and add a note to it.
CsCustomerEventModel	unResolveTicket(CsTicketModel ticket, CsInterventionType intervention, CsEventReason reason, java.lang.String note, java.util.Collection<MediaModel> attachments) Reverse the resolution of a ticket and add a note to it.
CsTicketModel	updateTicket(CsTicketModel ticket) Update the details of a ticket.
CsTicketModel	updateTicket(CsTicketModel ticket, java.lang.String note) Update the details of a ticket.

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
CsTicketModel createTicket(CsTicketModel ticket,
                                       CsCustomerEventModel creationEvent)

Deprecated. 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