de.hybris.platform.ticket.strategies.impl

Class DefaultTicketResolutionStrategy

java.lang.Object

de.hybris.platform.ticket.strategies.impl.DefaultTicketResolutionStrategy

All Implemented Interfaces:

TicketResolutionStrategy

public class DefaultTicketResolutionStrategy
extends java.lang.Object
implements TicketResolutionStrategy

Implementation of Ticket Resolution Strategy

Constructor Summary

Constructors

Constructor and Description
DefaultTicketResolutionStrategy()

Method Summary

Modifier and Type	Method and Description
protected void	addAttachmentsToEvent(CsTicketEventModel event, java.util.Collection<MediaModel> attachments)
java.util.List<CsTicketState>	filterTicketStatesToRemovedClosedStates(java.util.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.
java.lang.String	getAgentNoteEventType()
protected ModelService	getModelService()
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, java.lang.String note) Create a resolution event against a ticket and associate it with the ticket.
CsTicketResolutionEventModel	resolveTicket(CsTicketModel ticket, CsInterventionType intervention, CsResolutionType resolutionType, java.lang.String note, java.util.Collection<MediaModel> attachments) Create a resolution event against a ticket and associate it with the ticket.
void	setAgentNoteEventType(java.lang.String agentNoteEventType)
void	setDefaultResolvedTicketState(CsTicketState defaultResolvedTicketState)
void	setDefaultUnresolvedTicketState(CsTicketState defaultUnresolvedTicketState)
void	setModelService(ModelService modelService)
void	setResolveEventType(java.lang.String resolveEventType)
void	setTicketAttributeChangeEventStrategy(TicketAttributeChangeEventStrategy ticketAttributeChangeEventStrategy)
void	setTicketEventFactory(TicketEventFactory ticketEventFactory)
void	setTicketUpdateStrategy(TicketUpdateStrategy ticketUpdateStrategy)
void	setUnresolveEventType(java.lang.String unresolveEventType)
CsCustomerEventModel	unResolveTicket(CsTicketModel ticket, CsInterventionType intervention, CsEventReason reason, java.lang.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, java.lang.String note, java.util.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.

Methods inherited from class java.lang.Object

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

Constructor Detail

DefaultTicketResolutionStrategy

public DefaultTicketResolutionStrategy()

Method Detail

resolveTicket

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

Description copied from interface: TicketResolutionStrategy

Create a resolution event against a ticket and associate it with the ticket. This will also set the resolution event on the ticket itself

Specified by:

resolveTicket in interface TicketResolutionStrategy

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

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

Description copied from interface: TicketResolutionStrategy

Create a resolution event against a ticket and associate it with the ticket. This will also set the resolution event on the ticket itself

Specified by:

resolveTicket in interface TicketResolutionStrategy

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

addAttachmentsToEvent

protected void addAttachmentsToEvent(CsTicketEventModel event,
                                     java.util.Collection<MediaModel> attachments)

unResolveTicket

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

Description copied from interface: TicketResolutionStrategy

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.

Specified by:

unResolveTicket in interface TicketResolutionStrategy

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

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

Description copied from interface: TicketResolutionStrategy

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.

Specified by:

unResolveTicket in interface TicketResolutionStrategy

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

filterTicketStatesToRemovedClosedStates

public java.util.List<CsTicketState> filterTicketStatesToRemovedClosedStates(java.util.List<CsTicketState> states)

Description copied from interface: TicketResolutionStrategy

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.

Specified by:

filterTicketStatesToRemovedClosedStates in interface TicketResolutionStrategy

Parameters:

states - The states to filter

Returns:

A list with any states removed

isTicketClosed

public boolean isTicketClosed(CsTicketModel ticket)

Description copied from interface: TicketResolutionStrategy

Find out if a ticket is considered 'closed'. This allows for specific implementations to use different rules around reporting a closed ticket.

Specified by:

isTicketClosed in interface TicketResolutionStrategy

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: TicketResolutionStrategy

Find out whether a ticket is resolvable. This allows for specific implementations to use different rules.

Specified by:

isTicketResolvable in interface TicketResolutionStrategy

Parameters:

ticket - The ticket to check

Returns:

true if the ticket is resolvable, false otherwise

setDefaultResolvedTicketState

public void setDefaultResolvedTicketState(CsTicketState defaultResolvedTicketState)

setDefaultUnresolvedTicketState

public void setDefaultUnresolvedTicketState(CsTicketState defaultUnresolvedTicketState)

setTicketUpdateStrategy

public void setTicketUpdateStrategy(TicketUpdateStrategy ticketUpdateStrategy)

setTicketEventFactory

public void setTicketEventFactory(TicketEventFactory ticketEventFactory)

setResolveEventType

public void setResolveEventType(java.lang.String resolveEventType)

setUnresolveEventType

public void setUnresolveEventType(java.lang.String unresolveEventType)

setAgentNoteEventType

public void setAgentNoteEventType(java.lang.String agentNoteEventType)

Parameters:

agentNoteEventType - the agentNoteEventType to set

setTicketAttributeChangeEventStrategy

public void setTicketAttributeChangeEventStrategy(TicketAttributeChangeEventStrategy ticketAttributeChangeEventStrategy)

getAgentNoteEventType

public java.lang.String getAgentNoteEventType()

Returns:

the agentNoteEventType

getModelService

protected ModelService getModelService()

setModelService

public void setModelService(ModelService modelService)