de.hybris.platform.ticket.service.impl

Class DefaultTicketBusinessService

java.lang.Object

de.hybris.platform.ticket.service.impl.DefaultTicketBusinessService

All Implemented Interfaces:

TicketBusinessService

public class DefaultTicketBusinessService
extends java.lang.Object
implements TicketBusinessService

Implementation of TicketBusinessService

Constructor Summary

Constructors

Constructor and Description
DefaultTicketBusinessService()

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
protected CsTicketModel	createTicketInternal(CsTicketModel ticket, CsCustomerEventModel creationEvent)
BaseSiteService	getBaseSiteService()
CsTicketEventModel	getLastEvent(CsTicketModel ticket) Returns the last event on the ticket.
protected ModelService	getModelService()
protected TicketAttachmentsService	getTicketAttachmentsService()
TicketEventEmailStrategy	getTicketEventEmailStrategy()
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
protected Converter<CsTicketParameter,CsTicketModel>	getTicketParameterConverter()
protected TimeService	getTimeService()
protected UserService	getUserService()
boolean	isTicketClosed(CsTicketModel ticket) Find out whether a ticket is closed.
boolean	isTicketResolvable(CsTicketModel ticket) Find out whether a ticket is resolvable.
protected CsTicketModel	populateTicketDetails(UserModel customer, AbstractOrderModel abstractOrder, CsTicketCategory category, CsTicketPriority priority, EmployeeModel assignedAgent, CsAgentGroupModel assignedGroup, java.lang.String headline)
java.lang.String	renderTicketEventText(CsTicketEventModel ticketEvent) 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.
void	setBaseSiteService(BaseSiteService baseSiteService)
void	setModelService(ModelService modelService)
void	setTicketAttachmentsService(TicketAttachmentsService ticketAttachmentsService)
void	setTicketEventEmailStrategy(TicketEventEmailStrategy ticketEventEmailStrategy)
void	setTicketEventStrategy(TicketEventStrategy ticketEventStrategy)
void	setTicketParameterConverter(Converter<CsTicketParameter,CsTicketModel> ticketParameterConverter)
void	setTicketRenderStrategy(TicketRenderStrategy ticketRenderStrategy)
void	setTicketResolutionStrategy(TicketResolutionStrategy ticketResolutionStrategy)
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.
void	setTicketUpdateStrategy(TicketUpdateStrategy ticketUpdateStrategy)
void	setTimeService(TimeService timeService)
void	setUserService(UserService userService)
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.

Methods inherited from class java.lang.Object

clone, equals, finalize, getClass, hashCode, notify, notifyAll, toString, wait, wait, wait

Constructor Detail

DefaultTicketBusinessService

public DefaultTicketBusinessService()

Method Detail

createTicket

public CsTicketModel createTicket(CsTicketParameter ticketParameter)

Description copied from interface: TicketBusinessService

Create a new ticket with the parameters defined in CsTicketParameter

Specified by:

createTicket in interface TicketBusinessService

Parameters:

ticketParameter - Ticker creation parameters

Returns:

The newly created ticket

createTicket

@Deprecated
public 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.

Specified by:

createTicket in interface TicketBusinessService

Parameters:

ticket - The new ticket

creationEvent - The creation event to associate with the new ticket

Returns:

The newly created ticket

createTicketInternal

protected CsTicketModel createTicketInternal(CsTicketModel ticket,
                                             CsCustomerEventModel creationEvent)

populateTicketDetails

protected CsTicketModel populateTicketDetails(UserModel customer,
                                              AbstractOrderModel abstractOrder,
                                              CsTicketCategory category,
                                              CsTicketPriority priority,
                                              EmployeeModel assignedAgent,
                                              CsAgentGroupModel assignedGroup,
                                              java.lang.String headline)

updateTicket

public CsTicketModel updateTicket(CsTicketModel ticket)
                           throws TicketException

Description copied from interface: TicketBusinessService

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.

Specified by:

updateTicket in interface TicketBusinessService

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

public CsTicketModel updateTicket(CsTicketModel ticket,
                                  java.lang.String note)
                           throws TicketException

Description copied from interface: TicketBusinessService

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.

Specified by:

updateTicket in interface TicketBusinessService

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

public CsTicketModel setTicketState(CsTicketModel ticket,
                                    CsTicketState newState)
                             throws TicketException

Description copied from interface: TicketBusinessService

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.

Specified by:

setTicketState in interface TicketBusinessService

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

public CsTicketModel setTicketState(CsTicketModel ticket,
                                    CsTicketState newState,
                                    java.lang.String note)
                             throws TicketException

Description copied from interface: TicketBusinessService

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.

Specified by:

setTicketState in interface TicketBusinessService

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

getTicketNextStates

public java.util.List<CsTicketState> getTicketNextStates(CsTicketModel ticket)

Description copied from interface: TicketBusinessService

Returns a list of states that the passed ticket can move to according to configured rules.

Specified by:

getTicketNextStates in interface TicketBusinessService

Parameters:

ticket - The current state of the ticket

Returns:

The list of available states that the ticket can move to

getTicketNextStates

public java.util.List<CsTicketState> getTicketNextStates(CsTicketState state)

Description copied from interface: TicketBusinessService

Get the list of states which can come after the passed on

Specified by:

getTicketNextStates in interface TicketBusinessService

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

assignTicketToAgent

public CsTicketModel assignTicketToAgent(CsTicketModel ticket,
                                         EmployeeModel agent)
                                  throws TicketException

Description copied from interface: TicketBusinessService

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.

Specified by:

assignTicketToAgent in interface TicketBusinessService

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

public CsTicketModel assignTicketToGroup(CsTicketModel ticket,
                                         CsAgentGroupModel group)
                                  throws TicketException

Description copied from interface: TicketBusinessService

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.

Specified by:

assignTicketToGroup in interface TicketBusinessService

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

public CsCustomerEventModel addNoteToTicket(CsTicketModel ticket,
                                            CsInterventionType intervention,
                                            CsEventReason reason,
                                            java.lang.String note,
                                            java.util.Collection<MediaModel> attachments)

Description copied from interface: TicketBusinessService

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.

Specified by:

addNoteToTicket in interface TicketBusinessService

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

public CsCustomerEventModel addCustomerEmailToTicket(CsTicketModel ticket,
                                                     CsEventReason reason,
                                                     java.lang.String subject,
                                                     java.lang.String emailBody,
                                                     java.util.Collection<MediaModel> attachments)

Description copied from interface: TicketBusinessService

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.

Specified by:

addCustomerEmailToTicket in interface TicketBusinessService

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

public CsTicketResolutionEventModel resolveTicket(CsTicketModel ticket,
                                                  CsInterventionType intervention,
                                                  CsResolutionType resolutionType,
                                                  java.lang.String note)
                                           throws TicketException

Description copied from interface: TicketBusinessService

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

Specified by:

resolveTicket in interface TicketBusinessService

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

resolveTicket

public CsTicketResolutionEventModel resolveTicket(CsTicketModel ticket,
                                                  CsInterventionType intervention,
                                                  CsResolutionType resolutionType,
                                                  java.lang.String note,
                                                  java.util.Collection<MediaModel> attachments)
                                           throws TicketException

Description copied from interface: TicketBusinessService

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

Specified by:

resolveTicket in interface TicketBusinessService

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

unResolveTicket

public CsCustomerEventModel unResolveTicket(CsTicketModel ticket,
                                            CsInterventionType intervention,
                                            CsEventReason reason,
                                            java.lang.String note)
                                     throws TicketException

Description copied from interface: TicketBusinessService

Reverse the resolution of a ticket and add a note to it.

Specified by:

unResolveTicket in interface TicketBusinessService

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

unResolveTicket

public CsCustomerEventModel unResolveTicket(CsTicketModel ticket,
                                            CsInterventionType intervention,
                                            CsEventReason reason,
                                            java.lang.String note,
                                            java.util.Collection<MediaModel> attachments)
                                     throws TicketException

Description copied from interface: TicketBusinessService

Reverse the resolution of a ticket and add a note to it.

Specified by:

unResolveTicket in interface TicketBusinessService

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

isTicketClosed

public boolean isTicketClosed(CsTicketModel ticket)

Description copied from interface: TicketBusinessService

Find out whether a ticket is closed. This is dependent on the business rules of when a ticket is open or closed.

Specified by:

isTicketClosed in interface TicketBusinessService

Parameters:

ticket - The ticket to check

Returns:

true if the ticket is closed, false otherwise

isTicketResolvable

public boolean isTicketResolvable(CsTicketModel ticket)

Description copied from interface: TicketBusinessService

Find out whether a ticket is resolvable. This is dependent on the business rules.

Specified by:

isTicketResolvable in interface TicketBusinessService

Parameters:

ticket - The ticket to check

Returns:

true if the ticket is resolvable, false otherwise

getLastEvent

public CsTicketEventModel getLastEvent(CsTicketModel ticket)

Description copied from interface: TicketBusinessService

Returns the last event on the ticket.

Specified by:

getLastEvent in interface TicketBusinessService

Parameters:

ticket - The ticket to retrieve the last event for

Returns:

The last event on the ticket

renderTicketEventText

public java.lang.String renderTicketEventText(CsTicketEventModel ticketEvent)

Description copied from interface: TicketBusinessService

Get a description of a ticket for rendering on front ends

Specified by:

renderTicketEventText in interface TicketBusinessService

Parameters:

ticketEvent - The ticket to get the description of

Returns:

A string description of the ticket

setTicketUpdateStrategy

public void setTicketUpdateStrategy(TicketUpdateStrategy ticketUpdateStrategy)

setTicketEventStrategy

public void setTicketEventStrategy(TicketEventStrategy ticketEventStrategy)

setTicketEventEmailStrategy

public void setTicketEventEmailStrategy(TicketEventEmailStrategy ticketEventEmailStrategy)

setTicketResolutionStrategy

public void setTicketResolutionStrategy(TicketResolutionStrategy ticketResolutionStrategy)

setTicketRenderStrategy

public void setTicketRenderStrategy(TicketRenderStrategy ticketRenderStrategy)

getTicketEventEmailStrategy

public TicketEventEmailStrategy getTicketEventEmailStrategy()

getBaseSiteService

public BaseSiteService getBaseSiteService()

Returns:

the baseSiteService

setBaseSiteService

public void setBaseSiteService(BaseSiteService baseSiteService)

Parameters:

baseSiteService - the baseSiteService to set

getTicketParameterConverter

protected Converter<CsTicketParameter,CsTicketModel> getTicketParameterConverter()

setTicketParameterConverter

public void setTicketParameterConverter(Converter<CsTicketParameter,CsTicketModel> ticketParameterConverter)

getUserService

protected UserService getUserService()

setUserService

public void setUserService(UserService userService)

getTicketAttachmentsService

protected TicketAttachmentsService getTicketAttachmentsService()

setTicketAttachmentsService

public void setTicketAttachmentsService(TicketAttachmentsService ticketAttachmentsService)

getTimeService

protected TimeService getTimeService()

setTimeService

public void setTimeService(TimeService timeService)

getModelService

protected ModelService getModelService()

setModelService

public void setModelService(ModelService modelService)