com.flowable.engage.engine.impl.desk

Class DeskServiceImpl

java.lang.Object

org.flowable.common.engine.impl.service.CommonServiceImpl<C>

org.flowable.common.engine.impl.service.CommonEngineServiceImpl<EngageEngineConfiguration>

com.flowable.engage.engine.impl.desk.DeskServiceImpl

All Implemented Interfaces:

DeskService

public class DeskServiceImpl
extends org.flowable.common.engine.impl.service.CommonEngineServiceImpl<EngageEngineConfiguration>
implements DeskService

The default desk and ticket service implementation.

Author:

Micha Kiener

Field Summary

Fields

Modifier and Type	Field and Description
protected String	digitalAssistantUserId The user id of the digital assistant used in ticket and desk conversations, defaults to the digital assistant user, if not changed.

Fields inherited from class org.flowable.common.engine.impl.service.CommonEngineServiceImpl

commandExecutor

Fields inherited from class org.flowable.common.engine.impl.service.CommonServiceImpl

configuration

Constructor Summary

Constructors

Constructor and Description
DeskServiceImpl(EngageEngineConfiguration configuration)

Method Summary

Modifier and Type	Method and Description
protected org.flowable.common.engine.impl.interceptor.CommandContext	getCommandContext()
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.
void	setDigitalAssistantUserId(String digitalAssistantUserId)
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)

Methods inherited from class org.flowable.common.engine.impl.service.CommonEngineServiceImpl

getCommandExecutor, setCommandExecutor

Methods inherited from class org.flowable.common.engine.impl.service.CommonServiceImpl

getConfiguration

Methods inherited from class java.lang.Object

clone, equals, finalize, getClass, hashCode, notify, notifyAll, toString, wait, wait, wait

Field Detail

digitalAssistantUserId

protected String digitalAssistantUserId

The user id of the digital assistant used in ticket and desk conversations, defaults to the digital assistant user, if not changed.

Constructor Detail

DeskServiceImpl

public DeskServiceImpl(EngageEngineConfiguration configuration)

Method Detail

startTicketConversation

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

Description copied from interface: DeskService

Starts a new ticket conversation as part of a desk.

Specified by:

startTicketConversation in interface DeskService

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

public void initializeDeskConversation(String deskConversationId)

Description copied from interface: DeskService

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

Specified by:

initializeDeskConversation in interface DeskService

Parameters:

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

initializeTicketConversation

public void initializeTicketConversation(String deskConversationId,
                                         String ticketConversationId)

Description copied from interface: DeskService

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

Specified by:

initializeTicketConversation in interface DeskService

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

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

Specified by:

switchToDeskTeam in interface DeskService

switchToDeskTeamMember

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

Specified by:

switchToDeskTeamMember in interface DeskService

handleUnassignedTicketMessage

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

Specified by:

handleUnassignedTicketMessage in interface DeskService

getDigitalAssistantUserId

public String getDigitalAssistantUserId()

Specified by:

getDigitalAssistantUserId in interface DeskService

setDigitalAssistantUserId

public void setDigitalAssistantUserId(String digitalAssistantUserId)

getCommandContext

protected org.flowable.common.engine.impl.interceptor.CommandContext getCommandContext()