- All Superinterfaces:
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
MessageSentEventListenerPlease note that a
AgentTicketAnsweredEventmay 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.
All Methods Instance Methods Abstract Methods Default Methods Modifier and Type Method Description
isClearanceRequired()The method indicates if the message requires a clearance before being sent to the customer.
isIntermediateReply()The method indicates if the answer sent by the agent is an intermediate reply.
Methods inherited from interface com.novomind.ecom.api.imail.model.IncomingMessageInfo
getIncomingAccount, getIncomingChannel, getIncomingMessage
Methods inherited from interface com.novomind.ecom.api.imail.model.OutgoingMessageInfo
Methods inherited from interface com.novomind.ecom.api.imail.model.TicketRoutingInfo
getCurrentAssignedAgent, getDueDateOptional, getLastAssignedAgent
Methods inherited from interface com.novomind.ecom.api.imail.common.event.TicketStateChangedEvent
boolean isIntermediateReply()The method indicates if the answer sent by the agent is an intermediate reply.
- true if the message is an intermediate reply, otherwise false
default java.util.Optional<User> getSendingUser()
default TicketState getTicketState()
default boolean isClearanceRequired()Description copied from interface:
TicketAnsweredEventThe method indicates if the message requires a clearance before being sent to the customer.