|
BEA Systems, Inc. | ||||||||
PREV CLASS NEXT CLASS | FRAMES NO FRAMES | ||||||||
SUMMARY: INNER | FIELD | CONSTR | METHOD | DETAIL: FIELD | CONSTR | METHOD |
The trouble ticket provides a mechanism by which customer issue can be logged and tracked. It employs a workflow and a journaling capability to ensure that customer problems are dealt with according to company policy. The workflow can be adapted to particular business requirements.
Primary Key = theory.smart.ebusiness.troubleticket.TroubleTicketPk
identifier
[TroubleTicket] <*>------> [String
] (Primary Key)
category
[TroubleTicket] <*>------> [String
]
dateOpened
[TroubleTicket] <*>------> [java.sql.Date
]
description
[TroubleTicket] <*>------> [String
]
journal (List)
[TroubleTicket] <*>------> [theory.smart.ebusiness.troubleticket.JournalEntry
]
0..*
ticketStatus
[TroubleTicket] <*>------> [theory.smart.ebusiness.troubleticket.TroubleTicketWorkflow
]
customer
[TroubleTicket] <>------> [theory.smart.ebusiness.customer.Customer
]
TroubleTicketPk
,
TroubleTicketHome
,
TroubleTicketImpl
,
TroubleTicketValue
Method Summary | |
void |
accept(java.lang.String agentId,
java.lang.String notes)
The agent analyzes the trouble ticket and adds comments. |
void |
addFirstJournal(JournalEntry journal)
Inserts the given journal at the beginning of the journal list. |
void |
addJournal(int index,
JournalEntry journal)
Inserts the specified journal at the specified position in the journal list. |
boolean |
addJournal(JournalEntry journal)
Appends the specified journal to the end of the journal list. |
boolean |
addJournals(int index,
com.sun.java.util.collections.LinkedList journals)
Inserts all of the journals in the specified collection into this list, starting at the specified position. |
boolean |
addJournals(com.sun.java.util.collections.LinkedList journals)
Appends all of the journals in the specified collection to the end of the journal list, in the order that they are returned by the specified collection's iterator. |
void |
addLastJournal(JournalEntry journal)
Appends the given journal to the end of the journal list. |
void |
assign(java.lang.String agentId,
java.lang.String notes)
The problem is assigned to a particular customer service representative. |
boolean |
containsJournal(JournalEntry journal)
Returns true if the journal list contains the specified element. |
void |
customerClose(java.lang.String agentId,
java.lang.String notes)
The customer can at anytime choose to close the ticket. |
java.lang.String |
getCategory()
Get the value of category |
Customer |
getCustomer()
Get the remote object reference of customer |
java.sql.Date |
getDateOpened()
Get the value of dateOpened |
java.lang.String |
getDescription()
Get the value of description |
void |
getFeedbackFromCustomer(java.lang.String agentId,
java.lang.String notes)
The customer service representative reads the customer's response and continues to work on the problem. |
JournalEntry |
getFirstJournal()
Returns the first journal in the journal list. |
java.lang.String |
getIdentifier()
|
JournalEntry |
getJournal(int index)
Returns the journal at the specified position in the journal list. |
com.sun.java.util.collections.LinkedList |
getJournals()
Returns all of the journals in the journal list. |
com.sun.java.util.collections.LinkedList |
getJournals(int fromIndex,
int toIndex)
Returns a view of the portion of the journal list between fromIndex, inclusive, and toIndex, exclusive. |
JournalEntry |
getLastJournal()
Returns the last journal in the journal list. |
java.lang.String |
getLatestStatus()
Return the state of the ticketStatus workflow. |
int |
getNumberOfJournals()
Returns the number of journals in the journal list. |
java.lang.String |
getTicketStatus()
Returns the current state name of the theory.smart.ebusiness.troubleticket.TroubleTicketWorkflow workflow |
TroubleTicketValue |
getTroubleTicketByValue()
Get all of TroubleTicket's attributes. |
int |
indexOfJournal(JournalEntry journal)
Returns the index in the journal list of the first occurrence of the specified element, or -1 if the journal list does not contain this element. |
boolean |
isJournalsEmtpy()
Returns true if the journal list contains no journals. |
void |
journal(java.lang.String agentId,
java.lang.String notes)
The agent analyzes the problem and provides additional feedback without changing the state. |
int |
lastIndexOfJournal(JournalEntry journal)
Returns the index in the journal list of the last occurrence of the specified element, or -1 if the journal list does not contain this element. |
void |
open()
The customer describes a problem and refers it to customer service. |
void |
read(java.lang.String agentId,
java.lang.String notes)
The assigned agent reads the ticket and adds any comments. |
void |
reject(java.lang.String agentId,
java.lang.String notes)
The customer service representative determines that the problem report is not a valid one and provides feedback to the customer. |
void |
removeAllJournals()
Removes all of the journals from the journal list. |
JournalEntry |
removeFirstJournal()
Removes and returns the first journal from the journal list. |
JournalEntry |
removeJournal(int index)
Removes the journal at the specified position in the journal list. |
boolean |
removeJournal(JournalEntry journal)
Removes the first occurrence of the specified journal in the journal list. |
JournalEntry |
removeLastJournal()
Removes and returns the last journal from the journal list. |
void |
requestFeedbackFromCustomer(java.lang.String agentId,
java.lang.String notes)
This method is use to request additional information from the customer as to the nature of the problem. |
void |
resolve(java.lang.String agentId,
java.lang.String notes)
The customer service representative determines that the problem has been resolved and provides the customer with a solution. |
void |
setCategory(java.lang.String category)
Set the value of category |
void |
setCustomer(Customer customer)
Set the remote object reference of customer |
void |
setDateOpened(java.sql.Date dateOpened)
Set the value of dateOpened |
void |
setDescription(java.lang.String description)
Set the value of description |
JournalEntry |
setJournal(int index,
JournalEntry journal)
Replaces the journal at the specified position in the journal list with the specified element. |
void |
setTroubleTicketByValue(TroubleTicketValue value)
Set all of TroubleTicket's attributes to the passed in value. |
Methods inherited from interface javax.ejb.EJBObject |
getEJBHome,
getHandle,
getPrimaryKey,
isIdentical,
remove |
Method Detail |
public TroubleTicketValue getTroubleTicketByValue() throws java.rmi.RemoteException
public void setTroubleTicketByValue(TroubleTicketValue value) throws java.rmi.RemoteException
TroubleTicketValue
- the TroubleTicket value objectpublic java.lang.String getIdentifier() throws java.rmi.RemoteException
public java.lang.String getCategory() throws java.rmi.RemoteException
public void setCategory(java.lang.String category) throws java.rmi.RemoteException
categories
- category to be addedpublic java.sql.Date getDateOpened() throws java.rmi.RemoteException
public void setDateOpened(java.sql.Date dateOpened) throws java.rmi.RemoteException
dateOpeneds
- dateOpened to be addedpublic java.lang.String getDescription() throws java.rmi.RemoteException
public void setDescription(java.lang.String description) throws java.rmi.RemoteException
descriptions
- description to be addedpublic void addJournal(int index, JournalEntry journal) throws java.rmi.RemoteException
index
- index at which the specified journal is to be inserted.journal
- journal to be inserted.public boolean addJournal(JournalEntry journal) throws java.rmi.RemoteException
journal
- journal to be appended to the journal list.public boolean addJournals(int index, com.sun.java.util.collections.LinkedList journals) throws java.rmi.RemoteException
index
- index at which to insert first element
from the specified collection.journals
- journals to be inserted into the journal list.public boolean addJournals(com.sun.java.util.collections.LinkedList journals) throws java.rmi.RemoteException
journals
- journals to be inserted into the journal list.public void addFirstJournal(JournalEntry journal) throws java.rmi.RemoteException
public void addLastJournal(JournalEntry journal) throws java.rmi.RemoteException
public boolean containsJournal(JournalEntry journal) throws java.rmi.RemoteException
journal
- journal whose presence in the journal list is to be tested.public JournalEntry getJournal(int index) throws java.rmi.RemoteException
index
- index of journal to return.public com.sun.java.util.collections.LinkedList getJournals(int fromIndex, int toIndex) throws java.rmi.RemoteException
fromIndex
- low endpoint (inclusive) of the subList.toKey
- high endpoint (exclusive) of the subList.public com.sun.java.util.collections.LinkedList getJournals() throws java.rmi.RemoteException
public JournalEntry getFirstJournal() throws java.rmi.RemoteException
public JournalEntry getLastJournal() throws java.rmi.RemoteException
public int getNumberOfJournals() throws java.rmi.RemoteException
public int indexOfJournal(JournalEntry journal) throws java.rmi.RemoteException
journal
- journal to search for.public boolean isJournalsEmtpy() throws java.rmi.RemoteException
public int lastIndexOfJournal(JournalEntry journal) throws java.rmi.RemoteException
journal
- journal to search for.public void removeAllJournals() throws java.rmi.RemoteException
public JournalEntry removeJournal(int index) throws java.rmi.RemoteException
index
- the index of the journal to removed.public boolean removeJournal(JournalEntry journal) throws java.rmi.RemoteException
journal
- journal to be removed from the journal list, if present.public JournalEntry removeFirstJournal() throws java.rmi.RemoteException
public JournalEntry removeLastJournal() throws java.rmi.RemoteException
public JournalEntry setJournal(int index, JournalEntry journal) throws java.rmi.RemoteException
index
- index of journal to replace.journal
- journal to be stored at the specified position.public java.lang.String getTicketStatus() throws java.rmi.RemoteException
public Customer getCustomer() throws java.rmi.RemoteException
public void setCustomer(Customer customer) throws java.rmi.RemoteException
customers
- customer to be addedpublic java.lang.String getLatestStatus() throws java.rmi.RemoteException
public void open() throws java.rmi.RemoteException, IllegalWorkflowTransitionException
public void assign(java.lang.String agentId, java.lang.String notes) throws java.rmi.RemoteException, IllegalWorkflowTransitionException
public void read(java.lang.String agentId, java.lang.String notes) throws java.rmi.RemoteException, IllegalWorkflowTransitionException
public void accept(java.lang.String agentId, java.lang.String notes) throws java.rmi.RemoteException, IllegalWorkflowTransitionException
public void journal(java.lang.String agentId, java.lang.String notes) throws java.rmi.RemoteException, IllegalWorkflowTransitionException
public void reject(java.lang.String agentId, java.lang.String notes) throws java.rmi.RemoteException, IllegalWorkflowTransitionException
public void customerClose(java.lang.String agentId, java.lang.String notes) throws java.rmi.RemoteException, IllegalWorkflowTransitionException
public void resolve(java.lang.String agentId, java.lang.String notes) throws java.rmi.RemoteException, IllegalWorkflowTransitionException
public void requestFeedbackFromCustomer(java.lang.String agentId, java.lang.String notes) throws java.rmi.RemoteException, IllegalWorkflowTransitionException
public void getFeedbackFromCustomer(java.lang.String agentId, java.lang.String notes) throws java.rmi.RemoteException, IllegalWorkflowTransitionException
|
BEA Systems, Inc. | ||||||||
PREV CLASS NEXT CLASS | FRAMES NO FRAMES | ||||||||
SUMMARY: INNER | FIELD | CONSTR | METHOD | DETAIL: FIELD | CONSTR | METHOD |