Package com.novomind.ecom.api.imail.routing.event

Interface AgentTicketAnsweredEvent

All Superinterfaces:
Event, IncomingMessageInfo, IssueRoutingInfo, MessageInfo, OutgoingMessageInfo, TicketAnsweredEvent, TicketEvent, TicketProvider, TicketRoutingInfo, TicketStateChangedEvent, UserProvider, UserTicketEvent
public interface AgentTicketAnsweredEvent extends TicketAnsweredEvent, UserTicketEvent

This event is triggered when a ticket has been answered by an agent and now is waiting to be sent to the customer in the next step. At this time the ticket usually is not closed yet. The ticket will be closed when the message has been sent successfully by the novomind iAGENT core process and if the message is the final answer to the customer and not an intermediate reply only. (In case of an automatic intermediate reply the state of the ticket does not change) To take any action when the message has been sent successfully please refer to the MessageSentEventListener Please note that a AgentTicketAnsweredEvent may be triggered more than once. In case of subsequent intermediate replies or in case of a required clearance the agent may apply changes to the message and send the modified message again.

Since:
11.23

  • Method Details

    • isIntermediateReply

      boolean isIntermediateReply()
      The method indicates if the answer sent by the agent is an intermediate reply.
      Returns:
      true if the message is an intermediate reply, otherwise false
      Since:
      11.23

    • getSendingUser

      default Optional<User> getSendingUser()
      Specified by:
      getSendingUser in interface OutgoingMessageInfo
      Returns:
      the user, that sent the message. If the sender of the message is an external address or has been sent automatically, the user will not be available.

    • getTicketState

      default TicketState getTicketState()
      Specified by:
      getTicketState in interface TicketStateChangedEvent
      Returns:
      the new TicketState of the ticket after the state change

    • isClearanceRequired

      default boolean isClearanceRequired()
      Description copied from interface: TicketAnsweredEvent
      The method indicates if the message requires a clearance before being sent to the customer.
      Specified by:
      isClearanceRequired in interface TicketAnsweredEvent
      Returns:
      true if a clearance is required for this message, otherwise false