theory.smart.ebusiness.troubleticket
Class TroubleTicketImpl

java.lang.Object
  |
  +--theory.smart.foundation.EntityImpl
        |
        +--theory.smart.ebusiness.troubleticket.TroubleTicketImpl

public class TroubleTicketImpl

extends EntityImpl

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
 

See Also:

TroubleTicket, TroubleTicketHome, TroubleTicketValue, Serialized Form

Field Summary

java.lang.String	category category [TroubleTicket] <*>------> [String]
SmartHandle	customer customer [TroubleTicket] <>------> [theory.smart.ebusiness.customer.Customer]
java.sql.Date	dateOpened dateOpened [TroubleTicket] <*>------> [java.sql.Date]
java.lang.String	description description [TroubleTicket] <*>------> [String]
java.lang.String	identifier identifier [TroubleTicket] <*>------> [String] (Primary Key)
com.sun.java.util.collections.LinkedList	journals journal (List) [TroubleTicket] <*>------> [theory.smart.ebusiness.troubleticket.JournalEntry] 0..*
WorkflowContext	ticketStatus ticketStatus [TroubleTicket] <*>------> [theory.smart.ebusiness.troubleticket.TroubleTicketWorkflow]
Workflow	ticketStatusWorkflow

Fields inherited from class theory.smart.foundation.EntityImpl

ctx, isDirty, isLoaded

Constructor Summary

TroubleTicketImpl()

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.
void	ejbActivate() ejbActivate method.
TroubleTicketPk	ejbCreate(TroubleTicketPk troubleTicketPk)
java.util.Enumeration	ejbFindAll()
TroubleTicketPk	ejbFindByPrimaryKey(TroubleTicketPk pk)
void	ejbLoad() ejbLoad method.
void	ejbPassivate() ejbPassivate method.
void	ejbPostCreate(TroubleTicketPk troubleTicketPk)
void	ejbRemove() ejbRemove method.
void	ejbStore() ejbStore method.
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
void	setEntityContext(javax.ejb.EntityContext ctx) setEntityContext method.
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.
void	unsetEntityContext() unsetEntityContext method.

Methods inherited from class theory.smart.foundation.EntityImpl

ejbCreate, ejbPostCreate, getEntityContext, isModified

Methods inherited from class java.lang.Object

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

Field Detail

identifier

public java.lang.String identifier

                  identifier
 [TroubleTicket] <*>------> [String] (Primary Key)

 

category

public java.lang.String category

                  category
 [TroubleTicket] <*>------> [String] 

 

dateOpened

public java.sql.Date dateOpened

                  dateOpened
 [TroubleTicket] <*>------> [java.sql.Date] 

 

description

public java.lang.String description

                  description
 [TroubleTicket] <*>------> [String] 

 

journals

public com.sun.java.util.collections.LinkedList journals

                  journal (List)
 [TroubleTicket] <*>------> [theory.smart.ebusiness.troubleticket.JournalEntry] 
                     0..*
 

ticketStatus

public WorkflowContext ticketStatus

                  ticketStatus
 [TroubleTicket] <*>------> [theory.smart.ebusiness.troubleticket.TroubleTicketWorkflow] 

 

ticketStatusWorkflow

public transient Workflow ticketStatusWorkflow

customer

public SmartHandle customer

                  customer
 [TroubleTicket] <>------> [theory.smart.ebusiness.customer.Customer] 

 

Constructor Detail

TroubleTicketImpl

public TroubleTicketImpl()
                  throws javax.ejb.CreateException

Method Detail

getTroubleTicketByValue

public TroubleTicketValue getTroubleTicketByValue()
                                           throws java.rmi.RemoteException

Get all of TroubleTicket's attributes.

Returns:

TroubleTicketValue the TroubleTicket value object

setTroubleTicketByValue

public void setTroubleTicketByValue(TroubleTicketValue value)
                             throws java.rmi.RemoteException

Set all of TroubleTicket's attributes to the passed in value. Note: Primary key attributes are not set.

Parameters:

TroubleTicketValue - the TroubleTicket value object

ejbCreate

public TroubleTicketPk ejbCreate(TroubleTicketPk troubleTicketPk)
                          throws javax.ejb.CreateException,
                                 java.rmi.RemoteException

ejbPostCreate

public void ejbPostCreate(TroubleTicketPk troubleTicketPk)
                   throws javax.ejb.CreateException,
                          java.rmi.RemoteException

ejbLoad

public void ejbLoad()
             throws java.rmi.RemoteException

Description copied from class: EntityImpl

ejbLoad method.

Overrides:

ejbLoad in class EntityImpl

ejbStore

public void ejbStore()
              throws java.rmi.RemoteException

Description copied from class: EntityImpl

ejbStore method.

Overrides:

ejbStore in class EntityImpl

ejbRemove

public void ejbRemove()
               throws java.rmi.RemoteException,
                      javax.ejb.RemoveException

Description copied from class: EntityImpl

ejbRemove method.

Overrides:

ejbRemove in class EntityImpl

ejbActivate

public void ejbActivate()
                 throws java.rmi.RemoteException

Description copied from class: EntityImpl

ejbActivate method.

Overrides:

ejbActivate in class EntityImpl

ejbPassivate

public void ejbPassivate()
                  throws java.rmi.RemoteException

Description copied from class: EntityImpl

ejbPassivate method.

Overrides:

ejbPassivate in class EntityImpl

setEntityContext

public void setEntityContext(javax.ejb.EntityContext ctx)
                      throws java.rmi.RemoteException

Description copied from class: EntityImpl

setEntityContext method.

Overrides:

setEntityContext in class EntityImpl

unsetEntityContext

public void unsetEntityContext()
                        throws java.rmi.RemoteException

Description copied from class: EntityImpl

unsetEntityContext method.

Overrides:

unsetEntityContext in class EntityImpl

ejbFindByPrimaryKey

public TroubleTicketPk ejbFindByPrimaryKey(TroubleTicketPk pk)
                                    throws javax.ejb.FinderException,
                                           java.rmi.RemoteException

ejbFindAll

public java.util.Enumeration ejbFindAll()
                                 throws javax.ejb.FinderException,
                                        java.rmi.RemoteException

getIdentifier

public java.lang.String getIdentifier()
                               throws java.rmi.RemoteException

getCategory

public java.lang.String getCategory()
                             throws java.rmi.RemoteException

Get the value of category

Returns:

category.

setCategory

public void setCategory(java.lang.String category)
                 throws java.rmi.RemoteException

Set the value of category

Parameters:

category - category to be added

getDateOpened

public java.sql.Date getDateOpened()
                            throws java.rmi.RemoteException

Get the value of dateOpened

Returns:

dateOpened.

setDateOpened

public void setDateOpened(java.sql.Date dateOpened)
                   throws java.rmi.RemoteException

Set the value of dateOpened

Parameters:

dateOpened - dateOpened to be added

getDescription

public java.lang.String getDescription()
                                throws java.rmi.RemoteException

Get the value of description

Returns:

description.

setDescription

public void setDescription(java.lang.String description)
                    throws java.rmi.RemoteException

Set the value of description

Parameters:

description - description to be added

addJournal

public void addJournal(int index,
                       JournalEntry journal)

Inserts the specified journal at the specified position in the journal list. Shifts the journal currently at that position (if any) and any subsequent journals to the right (adds one to their indices).

Parameters:

index - index at which the specified journal is to be inserted.

journal - journal to be inserted.

Throws:

IndexOutOfBoundsException - if the specified index is out of range (index < 0 || index > size()).

addJournal

public boolean addJournal(JournalEntry journal)

Appends the specified journal to the end of the journal list.

Parameters:

journal - journal to be appended to the journal list.

Returns:

true (as per the general contract of Collection.add).

addJournals

public 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. Shifts the element currently at that position (if any) and any subsequent journals to the right (increases their indices). The new journals will appear in the journal list in the order that they are returned by the specified collection's iterator.

Parameters:

index - index at which to insert first element from the specified collection.

journals - journals to be inserted into the journal list.

Throws:

IndexOutOfBoundsException - if the specified index is out of range (index < 0 || index > size()).

addJournals

public 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. The behavior of this operation is undefined if the specified collection is modified while the operation is in progress. (This implies that the behavior of this call is undefined if the specified Collection is the journal list, and the journal list is nonempty.)

Parameters:

journals - journals to be inserted into the journal list.

Throws:

IndexOutOfBoundsException - if the specified index is out of range (index < 0 || index > size()).

addFirstJournal

public void addFirstJournal(JournalEntry journal)

Inserts the given journal at the beginning of the journal list.

addLastJournal

public void addLastJournal(JournalEntry journal)

Appends the given journal to the end of the journal list. (Identical in function to the add method; included only for consistency.)

containsJournal

public boolean containsJournal(JournalEntry journal)

Returns true if the journal list contains the specified element. More formally, returns true if and only if the journal list contains at least one journal e such that (o==null ? e==null : o.equals(e)).

Parameters:

journal - journal whose presence in the journal list is to be tested.

Returns:

true if the journal list contains the specified element.

getJournal

public JournalEntry getJournal(int index)

Returns the journal at the specified position in the journal list.

Parameters:

index - index of journal to return.

Returns:

the journal at the specified position in the journal list.

Throws:

IndexOutOfBoundsException - if the specified index is is out of range (index < 0 || index >= size()).

getJournals

public 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.

Parameters:

fromIndex - low endpoint (inclusive) of the subList.

toKey - high endpoint (exclusive) of the subList.

Returns:

a view of the specified range within the journal list.

Throws:

IndexOutOfBoundsException - endpoint index value out of range (fromIndex < 0 || toIndex > size)

java.lang.IllegalArgumentException - endpoint indices out of order (fromIndex > toIndex)

getJournals

public com.sun.java.util.collections.LinkedList getJournals()

Returns all of the journals in the journal list.

Returns:

all of the journals in the journal list.

getFirstJournal

public JournalEntry getFirstJournal()

Returns the first journal in the journal list.

Returns:

the first journal in the journal list.

getLastJournal

public JournalEntry getLastJournal()

Returns the last journal in the journal list.

Returns:

the last journal in the journal list.

Throws:

java.util.NoSuchElementException - if the journal list is empty.

getNumberOfJournals

public int getNumberOfJournals()

Returns the number of journals in the journal list.

Returns:

the number of journals in the journal list.

indexOfJournal

public 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. More formally, returns the lowest index i such that (o==null ? get(i)==null : o.equals(get(i))), or -1 if there is no such index.

Parameters:

journal - journal to search for.

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.

isJournalsEmtpy

public boolean isJournalsEmtpy()

Returns true if the journal list contains no journals.

Returns:

true if the journal list contains no journals.

lastIndexOfJournal

public 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. More formally, returns the highest index i such that (o==null ? get(i)==null : o.equals(get(i))), or -1 if there is no such index.

Parameters:

journal - journal to search for.

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.

removeAllJournals

public void removeAllJournals()

Removes all of the journals from the journal list.

removeJournal

public JournalEntry removeJournal(int index)

Removes the journal at the specified position in the journal list. Shifts any subsequent journals to the left (subtracts one from their indices). Returns the journal that was removed from the journal list.

Parameters:

index - the index of the journal to removed.

Returns:

the journal previously at the specified position.

Throws:

IndexOutOfBoundsException - if the specified index is out of range (index < 0 || index >= size()).

removeJournal

public boolean removeJournal(JournalEntry journal)

Removes the first occurrence of the specified journal in the journal list. If the journal list does not contain the element, it is unchanged. More formally, removes the journal with the lowest index i such that (o==null ? get(i)==null : o.equals(get(i))) (if such an journal exists).

Parameters:

journal - journal to be removed from the journal list, if present.

Returns:

true if the journal list contained the specified element.

removeFirstJournal

public JournalEntry removeFirstJournal()

Removes and returns the first journal from the journal list.

Returns:

the first journal from the journal list.

Throws:

java.util.NoSuchElementException - if the journal list is empty.

removeLastJournal

public JournalEntry removeLastJournal()

Removes and returns the last journal from the journal list.

Returns:

the last journal from the journal list.

Throws:

java.util.NoSuchElementException - if the journal list is empty.

setJournal

public JournalEntry setJournal(int index,
                               JournalEntry journal)

Replaces the journal at the specified position in the journal list with the specified element.

Parameters:

index - index of journal to replace.

journal - journal to be stored at the specified position.

Returns:

the journal previously at the specified position.

Throws:

IndexOutOfBoundsException - if the specified index is out of range (index < 0 || index >= size()).

getTicketStatus

public java.lang.String getTicketStatus()

Returns the current state name of the theory.smart.ebusiness.troubleticket.TroubleTicketWorkflow workflow

getCustomer

public Customer getCustomer()
                     throws java.rmi.RemoteException

Get the remote object reference of customer

Returns:

customer.

setCustomer

public void setCustomer(Customer customer)
                 throws java.rmi.RemoteException

Set the remote object reference of customer

Parameters:

customers - customer to be added

getLatestStatus

public java.lang.String getLatestStatus()
                                 throws java.rmi.RemoteException

Return the state of the ticketStatus workflow.

open

public void open()
          throws java.rmi.RemoteException,
                 IllegalWorkflowTransitionException

The customer describes a problem and refers it to customer service.

assign

public void assign(java.lang.String agentId,
                   java.lang.String notes)
            throws java.rmi.RemoteException,
                   IllegalWorkflowTransitionException

The problem is assigned to a particular customer service representative. A journal entry is made with the notes.

read

public void read(java.lang.String agentId,
                 java.lang.String notes)
          throws java.rmi.RemoteException,
                 IllegalWorkflowTransitionException

The assigned agent reads the ticket and adds any comments. Invoking this method acknowledges receipt of the ticket.

accept

public void accept(java.lang.String agentId,
                   java.lang.String notes)
            throws java.rmi.RemoteException,
                   IllegalWorkflowTransitionException

The agent analyzes the trouble ticket and adds comments. The agent acknowledges that there is an issue that will require research.

journal

public void journal(java.lang.String agentId,
                    java.lang.String notes)
             throws java.rmi.RemoteException,
                    IllegalWorkflowTransitionException

The agent analyzes the problem and provides additional feedback without changing the state. A journal entry is added with the notes.

reject

public void reject(java.lang.String agentId,
                   java.lang.String notes)
            throws java.rmi.RemoteException,
                   IllegalWorkflowTransitionException

The customer service representative determines that the problem report is not a valid one and provides feedback to the customer.

customerClose

public void customerClose(java.lang.String agentId,
                          java.lang.String notes)
                   throws java.rmi.RemoteException,
                          IllegalWorkflowTransitionException

The customer can at anytime choose to close the ticket. This is an acknowledgement by the customer that the problem is resolved.

resolve

public void resolve(java.lang.String agentId,
                    java.lang.String notes)
             throws java.rmi.RemoteException,
                    IllegalWorkflowTransitionException

The customer service representative determines that the problem has been resolved and provides the customer with a solution.

requestFeedbackFromCustomer

public void requestFeedbackFromCustomer(java.lang.String agentId,
                                        java.lang.String notes)
                                 throws java.rmi.RemoteException,
                                        IllegalWorkflowTransitionException

This method is use to request additional information from the customer as to the nature of the problem.

getFeedbackFromCustomer

public void getFeedbackFromCustomer(java.lang.String agentId,
                                    java.lang.String notes)
                             throws java.rmi.RemoteException,
                                    IllegalWorkflowTransitionException

The customer service representative reads the customer's response and continues to work on the problem.