TicketInternalForwardedEvent (ecom-api-iagent 12.33.1 API)

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