Interface AgentTicketActionValidator


  • public interface AgentTicketActionValidator
    This is an extension point for validation of actions on tickets performed by agents. The AgentTicketActionValidator can only be used in the novomind iAGENT Desk process.
    Since:
    10.0.120
    • Method Detail

      • validate

        default void validate​(AgentTicketAction agentTicketAction)
                       throws AgentTicketActionValidationException
        The method is called when the agent is trying to perform actions on tickets. Please note that this method is the default method to be called for all kinds of actions supported by this extension point. If you would like to validate only one type of action, please implement one of the specific methods. This method will never be called directly from the backend. The method will only be called by the more specific default methods.
        Parameters:
        agentTicketAction - provides information about the ticket action.
        Throws:
        AgentTicketActionValidationException - Throw a AgentTicketActionValidationException to indicate a validation error. The ticket keeps its previous state and the agent may try to repeat the action. The AgentTicketActionValidationException.getLocalizedMessage() method will be called to get the error message to be displayed to the agent.
        Since:
        10.0.120
      • validate

        default void validate​(AgentTicketCloseAction agentTicketCloseAction)
                       throws AgentTicketActionValidationException
        The method is called when the agent is trying to perform any kind of ticket close action. Please note that this method is the default method to be called for all kinds of close actions supported by this extension point. If you would like to validate only one type of action, please implement one of the specific methods. This method will never be called directly from the backend. The method will only be called by the more specific default methods.
        Parameters:
        agentTicketCloseAction - provides all required information about the close action.
        Throws:
        AgentTicketActionValidationException - Throw a AgentTicketActionValidationException to indicate a validation error. The ticket will stay in the agent folder and the agent may try to close it again. The AgentTicketActionValidationException.getLocalizedMessage() method will be called to get the error message to be displayed to the agent. If the AgentTicketActionValidationException#getDialogUrl() method returns a valid url then a custom dialog window with the given url will be shown instead of displaying the error message.
        Since:
        10.0.120
      • validate

        default void validate​(AgentTicketCloseNoAnswerAction agentTicketCloseNoAnswerAction)
                       throws AgentTicketActionValidationException
        The method is called when the agent is trying to close the ticket without answer.
        Parameters:
        agentTicketCloseNoAnswerAction - provides all required information about the close action.
        Throws:
        AgentTicketActionValidationException - Throw a AgentTicketActionValidationException to indicate a validation error. The ticket will stay in the agent folder and the agent may try to close it again. The AgentTicketActionValidationException.getLocalizedMessage() method will be called to get the error message to be displayed to the agent. If the AgentTicketActionValidationException#getDialogUrl() method returns a valid url then a custom dialog window with the given url will be shown instead of displaying the error message.
        Since:
        10.0.120
      • validate

        default void validate​(AgentTicketForwardAndCloseAction agentTicketForwardAndCloseAction)
                       throws AgentTicketActionValidationException
        The method is called when the agent is trying to forward and close the ticket without answer.
        Parameters:
        agentTicketForwardAndCloseAction - provides all required information about the forward and close action.
        Throws:
        AgentTicketActionValidationException - Throw a AgentTicketActionValidationException to indicate a validation error. The ticket will stay in the agent folder and the agent may try to close it again. The AgentTicketActionValidationException.getLocalizedMessage() method will be called to get the error message to be displayed to the agent. If the AgentTicketActionValidationException#getDialogUrl() method returns a valid url then a custom dialog window with the given url will be shown instead of displaying the error message.
        Since:
        10.0.120
      • validate

        default void validate​(AgentTicketSendAndCloseAction agentTicketSendAndCloseAction)
                       throws AgentTicketActionValidationException
        The method is called when the agent is trying to send an answer and close the ticket. A clearance authorization may be required due to the user's or category's configuration, therefore the ticket will not be closed immediately after the action has been completed successfully.
        Parameters:
        agentTicketSendAndCloseAction - provides all required information about the send action.
        Throws:
        AgentTicketActionValidationException - Throw a AgentTicketActionValidationException to indicate a validation error. The ticket will stay in the agent folder and the agent may try to send it again. The AgentTicketActionValidationException.getLocalizedMessage() method will be called to get the error message to be displayed to the agent. If the AgentTicketActionValidationException#getDialogUrl() method returns a valid url then a custom dialog window with the given url will be shown instead of displaying the error message.
        Since:
        10.0.120
      • validate

        default void validate​(AgentTicketSendIntermediateAction agentTicketSendIntermediateAction)
                       throws AgentTicketActionValidationException
        The method is called when the agent is trying to send the message as intermediate reply. That means the ticket will NOT be closed after the action has succeeded."
        Parameters:
        agentTicketSendIntermediateAction - provides all required information about the send action.
        Throws:
        AgentTicketActionValidationException - Throw a AgentTicketActionValidationException to indicate a validation error. The intermediate reply will not be send and the agent may try to send it again. The AgentTicketActionValidationException.getLocalizedMessage() method will be called to get the error message to be displayed to the agent.
        Since:
        10.0.120
      • validate

        default void validate​(AgentTicketRecategorizeAction agentTicketRecategorizeAction)
                       throws AgentTicketActionValidationException
        The method is called when the agent is trying to recategorize a ticket.
        Parameters:
        agentTicketRecategorizeAction - provides all required information about the recategorize action.
        Throws:
        AgentTicketActionValidationException - Throw a AgentTicketActionValidationException to indicate a validation error. The recategorize action will not be fulfilled. The AgentTicketActionValidationException.getLocalizedMessage() method will be called to get the error message to be displayed to the agent.
        Since:
        11.30
      • validate

        default void validate​(AgentQuickCaseTicketAction agentQuickCaseTicketAction)
                       throws AgentTicketActionValidationException
        The method is called when the agent is trying to perform actions on quick cases. Please note that this method is the default method to be called for all kinds of actions possible on quick cases. If you would like to validate only one type of action, please implement one of the specific methods. This method will never be called directly from the backend. The method will only be called by the more specific default methods.
        Parameters:
        agentQuickCaseTicketAction - provides information about the quick case ticket action.
        Throws:
        AgentTicketActionValidationException - Throw a AgentTicketActionValidationException to indicate a validation error. The ticket keeps its previous state and the agent may try to repeat the action. The AgentTicketActionValidationException.getLocalizedMessage() method will be called to get the error message to be displayed to the agent.
        Since:
        11.3
      • validate

        default void validate​(AgentQuickCaseTicketCreateSendAndCloseAction agentQuickCaseTicketCreateSendAndCloseAction)
                       throws AgentTicketActionValidationException
        The method is called when the agent is trying to create a quick case, send an answer and close the ticket. A clearance authorization may be required due to the user's or category's configuration, therefore the ticket will not be closed immediately after the action has been completed successfully.
        Parameters:
        agentQuickCaseTicketCreateSendAndCloseAction - provides all required information about the create, send and close action.
        Throws:
        AgentTicketActionValidationException - Throw a AgentTicketActionValidationException to indicate a validation error. The ticket will stay in the agent folder and the agent may try to send it again. The AgentTicketActionValidationException.getLocalizedMessage() method will be called to get the error message to be displayed to the agent.
        Since:
        11.3
      • validate

        default void validate​(AgentQuickCaseTicketCreateAndKeepAction agentQuickCaseTicketCreateAndKeepAction)
                       throws AgentTicketActionValidationException
        The method is called when the agent is trying to create a quick case and keep it in his personal inbox.
        Parameters:
        agentQuickCaseTicketCreateAndKeepAction - provides all required information about the create action.
        Throws:
        AgentTicketActionValidationException - Throw a AgentTicketActionValidationException to indicate a validation error. The ticket will stay in the agent folder and the agent may try to send it again. The AgentTicketActionValidationException.getLocalizedMessage() method will be called to get the error message to be displayed to the agent.
        Since:
        11.3
      • validate

        default void validate​(AgentQuickCaseTicketCreateAndCloseAction agentQuickCaseTicketCreateAndCloseAction)
                       throws AgentTicketActionValidationException
        The method is called when the agent is trying to create a quick case and close the ticket without answer.
        Parameters:
        agentQuickCaseTicketCreateAndCloseAction - provides all required information about the create and close action.
        Throws:
        AgentTicketActionValidationException - Throw a AgentTicketActionValidationException to indicate a validation error. The ticket will stay in the agent folder and the agent may try to send it again. The AgentTicketActionValidationException.getLocalizedMessage() method will be called to get the error message to be displayed to the agent.
        Since:
        11.3
      • validate

        default void validate​(AgentQuickCaseTicketCreateAndRouteAction agentQuickCaseTicketCreateAndRouteAction)
                       throws AgentTicketActionValidationException
        The method is called when the agent is trying to create a quick case and forward the ticket to be routed to a suitable agent.
        Parameters:
        agentQuickCaseTicketCreateAndRouteAction - provides all required information about the create and route action.
        Throws:
        AgentTicketActionValidationException - Throw a AgentTicketActionValidationException to indicate a validation error. The ticket will stay in the agent folder and the agent may try to send it again. The AgentTicketActionValidationException.getLocalizedMessage() method will be called to get the error message to be displayed to the agent.
        Since:
        11.3
      • validate

        default void validate​(AgentTicketUploadAttachmentAction agentTicketUploadAttachmentAction)
                       throws AgentTicketActionValidationException
        The method is called when the agent is trying to upload an attachment to the ticket.
        Parameters:
        agentTicketUploadAttachmentAction - provides all required information about the upload attachment action.
        Throws:
        AgentTicketActionValidationException - Throw an AgentTicketActionValidationException to indicate a validation error. The attachment will not be uploaded. The AgentTicketActionValidationException.getLocalizedMessage() method will be called to get the error message to be displayed to the agent.
        Since:
        12.0