Interface TicketInternalForwardedEvent
-
- All Superinterfaces:
BacklogMessageInfo
,Event
,IncomingMessageInfo
,MessageInfo
,TicketEvent
,TicketProvider
,TicketRoutingInfo
,TicketStateChangedEvent
- All Known Subinterfaces:
AgentTicketInternalForwardedEvent
,AutoTicketInternalForwardedEvent
,SupervisorTicketInternalForwardedEvent
,UserTicketInternalForwardedEvent
public interface TicketInternalForwardedEvent extends TicketStateChangedEvent, BacklogMessageInfo
This event is triggered when a ticket has been internally forwarded within the novomind iAGENT routing process. 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.
- Since:
- 11.23
-
-
Method Summary
All Methods Instance Methods Abstract Methods Default Methods Modifier and Type Method Description java.util.Optional<User>
getAgent()
The method returns the optional agent, if it has been assigned as target for the internal forward operation.java.util.Optional<AgentGroup>
getAgentGroup()
The method returns the optional agent group, if it has been assigned as target for the internal forward operation.java.util.Date
getDueDate()
This method returns the due date of the internally forwarded ticket.default TicketState
getTicketState()
-
Methods inherited from interface com.novomind.ecom.api.imail.model.BacklogMessageInfo
getBacklogMessage
-
Methods inherited from interface com.novomind.ecom.api.iagent.common.event.Event
getEventDate
-
Methods inherited from interface com.novomind.ecom.api.imail.model.IncomingMessageInfo
getIncomingAccount, getIncomingChannel, getIncomingMessage
-
Methods inherited from interface com.novomind.ecom.api.imail.model.MessageInfo
getTicketId
-
Methods inherited from interface com.novomind.ecom.api.imail.provider.TicketProvider
getTicket
-
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
getPreviousTicketState
-
-
-
-
Method Detail
-
getDueDate
java.util.Date getDueDate()
This method returns the due date of the internally forwarded ticket.- Returns:
- the due date of the internally forwarded ticket.
- Since:
- 11.23
-
getAgent
java.util.Optional<User> getAgent()
The method returns the optional agent, if it has been assigned as target for the internal forward operation. Either an agent or an agent group must be set as internal forward target.- Returns:
- the agent assigned as target for the internally forwarded ticket or an empty optional if no explicit agent has been assigned as target.
- Since:
- 11.23
-
getAgentGroup
java.util.Optional<AgentGroup> getAgentGroup()
The method returns the optional agent group, if it has been assigned as target for the internal forward operation. Either an agent group or an agent must be set as internal forward target.- Returns:
- the agent group assigned as target for the internally forwarded ticket or an empty optional if no agent group has been assigned as target.
- Since:
- 11.23
-
getTicketState
default TicketState getTicketState()
- Specified by:
getTicketState
in interfaceTicketStateChangedEvent
- Returns:
- the new
TicketState
of the ticket after the state change
-
-