com.flowable.engage.engine.impl.desk

Interface DeskService

All Known Implementing Classes:

DeskServiceImpl

public interface DeskService

The desk and ticket management service interface is used to control and manage desk and ticket conversations.

Author:

Micha Kiener

Method Summary

Modifier and Type	Method and Description
String	getDigitalAssistantUserId()
void	handleUnassignedTicketMessage(String deskConversationId, String ticketConversationId, Message message)
void	initializeDeskConversation(String deskConversationId) Invoked by the generic conversation listener to initialize the given desk conversation.
void	initializeTicketConversation(String deskConversationId, String ticketConversationId) Invoked by the generic conversation listener to initialize the given ticket conversation.
Conversation	startTicketConversation(String deskConversationId, Collection<String> participantIds, String name, Map<String,Object> variables, String userIdForPermissionChecks) Starts a new ticket conversation as part of a desk.
void	switchToDeskTeam(String deskConversationId, String ticketConversationId, boolean isNewTicket)
void	switchToDeskTeamMember(String deskConversationId, String ticketConversationId, String deskMemberId, boolean isNewTicket)

Method Detail

startTicketConversation

Conversation startTicketConversation(String deskConversationId,
                                     Collection<String> participantIds,
                                     String name,
                                     Map<String,Object> variables,
                                     String userIdForPermissionChecks)

Starts a new ticket conversation as part of a desk.

Parameters:

deskConversationId - the id of the desk conversation where a new ticket should be started for

participantIds - the collection of participants for the ticket

name - the name of the ticket, must be provided

variables - the optional map of additional ticket information

userIdForPermissionChecks - optionally pass in a user id to check for permissions, if not provided, no permission check is done

Returns:

the newly created ticket conversation

initializeDeskConversation

void initializeDeskConversation(String deskConversationId)

Invoked by the generic conversation listener to initialize the given desk conversation.

Parameters:

deskConversationId - the id of the desk conversation newly created and in need for initialization

initializeTicketConversation

void initializeTicketConversation(String deskConversationId,
                                  String ticketConversationId)

Invoked by the generic conversation listener to initialize the given ticket conversation.

Parameters:

deskConversationId - the id of the desk conversation the ticket belongs to

ticketConversationId - the id of the ticket conversation newly created and in need for initialization

switchToDeskTeam

void switchToDeskTeam(String deskConversationId,
                      String ticketConversationId,
                      boolean isNewTicket)

switchToDeskTeamMember

void switchToDeskTeamMember(String deskConversationId,
                            String ticketConversationId,
                            String deskMemberId,
                            boolean isNewTicket)

handleUnassignedTicketMessage

void handleUnassignedTicketMessage(String deskConversationId,
                                   String ticketConversationId,
                                   Message message)

getDigitalAssistantUserId

String getDigitalAssistantUserId()