The following section describes some of the components and classes available for Environment Monitoring:
EnvironmentTools
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Configuration |
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This class provides the core API for applying changes to the environment. It also provides API for accessing the Service managed environment objects such as the active ticket and customer profile.
EnvironmentMonitor, ServiceEnvironmentMonitor, KnowledgeEnvironmentMonitor
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Component |
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The EnvironmentMonitor abstract class provides the interface for writing application specific environment monitors. An application participates in the environment change process by implementing a component of this class and adding it to the EnvironmentTool configuration. The ServiceEnvironmentMonitor component detects changes, generates warnings and applies changes for Service managed objects. The KnowledgeEnvironmentMonitor component detects changes, generates warnings and applies changes for Knowledge managed objects.
FormHandlers
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Component |
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These classes and components are used to perform environment changes from UI gestures. They support the start action -> warning/ticket disposition -> complete action UI flow for environment changes.
EnvironmentStateChange
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Component |
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This class represents the state object used to perform environment changes. It contains the change key, input parameters, change details, ticket disposition options and other information related to a change. See the Java doc for more details. EnvironmentTools contains the API for initializing an EnvironmentChangeState instance for a specific change. The state object is then used as input to other API used to execute the change.
ServiceEnvironmentConstants
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This static class exposes the environment change keys defined by Service. Change keys are string values that identify a specific type of change to the system. startNewCall, changeActiveCustomer and newTicket are examples of change keys defined by the Service framework.
This class also exposes the input parameter names for each change key. profileId is an example of an input parameter name required to execute a change using the changeActiveCustomer change key.
TicketDispositionOptions
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An instance of this class defines the desired disposition of the current ticket, if it is replaced as a result of the change. It exposes the names of each disposition option and the input parameters required for each one. Example options are: save, close, escalate and defer. If the ticket disposition object is not provided for a change, the default behavior will use the save option.
