Package 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 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()