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 Summary

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

  • Method Details

    • startTicketConversation

      Conversation startTicketConversation​(java.lang.String deskConversationId, java.util.Collection<java.lang.String> participantIds, java.lang.String name, java.util.Map<java.lang.String,​java.lang.Object> variables, java.lang.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​(java.lang.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​(java.lang.String deskConversationId, java.lang.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​(java.lang.String deskConversationId, java.lang.String ticketConversationId, boolean isNewTicket)

    • switchToDeskTeamMember

      void switchToDeskTeamMember​(java.lang.String deskConversationId, java.lang.String ticketConversationId, java.lang.String deskMemberId, boolean isNewTicket)

    • handleUnassignedTicketMessage

      void handleUnassignedTicketMessage​(java.lang.String deskConversationId, java.lang.String ticketConversationId, Message message)

    • getDigitalAssistantUserId

      java.lang.String getDigitalAssistantUserId()