Interface AgentTicketAnsweredEvent
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- All Superinterfaces:
Event
,IncomingMessageInfo
,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 aAgentTicketAnsweredEvent
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
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Method Summary
All Methods Instance Methods Abstract Methods Default Methods Modifier and Type Method Description default java.util.Optional<User>
getSendingUser()
default TicketState
getTicketState()
default boolean
isClearanceRequired()
The method indicates if the message requires a clearance before being sent to the customer.boolean
isIntermediateReply()
The method indicates if the answer sent by the agent is an intermediate reply.-
Methods inherited from interface com.novomind.ecom.api.iagent.common.event.Event
getEventDate
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Methods inherited from interface com.novomind.ecom.api.imail.model.IncomingMessageInfo
getIncomingAccount, getIncomingChannel, getIncomingMessage
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Methods inherited from interface com.novomind.ecom.api.imail.model.MessageInfo
getTicketId
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Methods inherited from interface com.novomind.ecom.api.imail.model.OutgoingMessageInfo
getOutgoingMessage
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Methods inherited from interface com.novomind.ecom.api.imail.provider.TicketProvider
getTicket
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Methods inherited from interface com.novomind.ecom.api.imail.model.TicketRoutingInfo
getCurrentAssignedAgent, getDueDateOptional, getLastAssignedAgent
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Methods inherited from interface com.novomind.ecom.api.imail.common.event.TicketStateChangedEvent
getPreviousTicketState
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Methods inherited from interface com.novomind.ecom.api.iagent.provider.UserProvider
getUser
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Method Detail
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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
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getSendingUser
default java.util.Optional<User> getSendingUser()
- Specified by:
getSendingUser
in interfaceOutgoingMessageInfo
- 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.
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getTicketState
default TicketState getTicketState()
- Specified by:
getTicketState
in interfaceTicketStateChangedEvent
- Returns:
- the new
TicketState
of the ticket after the state change
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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 interfaceTicketAnsweredEvent
- Returns:
- true if a clearance is required for this message, otherwise false
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