since v11.23

The extension point TicketAnsweredEventListener is a java interface that can be implemented to perform actions within the novomind iAGENT routing process after a ticket has been answered. The answer message has been sent to the central outgoing queue and will be sent to the customer or await clearance if necessary before being sent.

All required information about the ticket is provided by the TicketAnsweredEvent parameters, which are passed to the various method calls. If you don't need to distinguish the different routing events you can just override the method with the TicketAnsweredEvent parameter. Otherwise override the methods that suit your needs.