since v11.23

The extension point TicketInternalForwardedEventListener is a java interface that can be implemented to perform actions within the novomind iAGENT routing process after a ticket has been internally forwarded. That means that the ticket will be waiting until the assigned agent is available. If the specified due date is exceeded, the ticket may be routed to any suitable agent.

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