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

Interface TicketInternalForwardedEvent

All Superinterfaces:
BacklogMessageInfo, Event, IncomingMessageInfo, IssueRoutingInfo, 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 Details

    • getDueDate

      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

      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

      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 interface TicketStateChangedEvent
      Returns:
      the new TicketState of the ticket after the state change