atg.svc.agent.environment
Class EnvironmentChangeFormHandler

java.lang.Object
  atg.nucleus.logging.VariableArgumentApplicationLoggingImpl
      atg.nucleus.GenericService
          atg.droplet.EmptyFormHandler
              atg.droplet.GenericFormHandler
                  atg.svc.agent.environment.EnvironmentChangeFormHandler

All Implemented Interfaces:

atg.droplet.DropletFormHandler, atg.naming.NameContextBindingListener, atg.naming.NameContextElement, atg.naming.NameResolver, atg.nucleus.AdminableService, atg.nucleus.logging.ApplicationLogging, atg.nucleus.logging.ApplicationLoggingSender, atg.nucleus.logging.TraceApplicationLogging, atg.nucleus.logging.VariableArgumentApplicationLogging, atg.nucleus.naming.ComponentNameResolver, atg.nucleus.Service, atg.nucleus.ServiceListener, java.util.EventListener

Direct Known Subclasses:

C2CStartNewCall

public class EnvironmentChangeFormHandler
extends atg.droplet.GenericFormHandler

Based form handler class for Agent gestures that perform environment changes.

This form handler is designed to provide a specific flow when the agent uses gestures that change the environment.

The flow consist of: start change w/agent UI gesture -> warnings/ticket disposition confirmation page -> complete change.

Changes in the environment can be monitored by all Service applications, which can apply their own related implicit changes. Service applications can generate warnings related to the change that the agent must confirm before proceeding. Also, if the change includes a ticket change, the agent may also have to decide the dispostion of the current ticket before proceeding.

When the ticket is changing, processing the current ticket's dispostion is made up of two steps. First, the agent is prompted with a form in which they can set the disposition options. Secondly, the current ticket disposition is modified based on the ticket disposition options. Ticket disposition options are either supplied by the agent through prompting or by a default set of options. The prompting of the agent for disposition options is optional, but modifiying the current ticket's disposition is not. Whenever the ticket changes as a result of an environment change, the current ticket's disposition is modified based on the supplied options.

Also, as part of the environment change process, warnings can be generated by the Service applications. The agent must confirm the warnings before the change is applied. Displaying warning confirmations is optional by configuration, but disabling them should be used with caution since they are likely to give the agent insight into the possible reprecussions of their requested change. A property configuration determines if warning confirmation is displayed to the agent.

Form handler properpties:

initChangeState

determines if the environment change state is initialized. Default is true. The state should be initialized on the first request to start the change. The confirmation page sets this property to false to preserve the environment change state throughout the flow.

environmentChangeState

contains the state information for the change. This property should be configured to a window scoped EnvironmentChangeState object.

environmentChangeKey

Identifies the type of environment change being requested. This value is transferred into the environment change state when it is initialized in preChangeEnvironment

inputParameters

A map of change input parameters. These are set by the form and transferred into the environment change state when it is initialized in preChangeEnvironment

doWarnings

determines if warnings are generated and show to the agent.

doDispositionPrompt

determines if the agent should be prompted with ticket disposition options when the curren ticket is changing as a result of the requested change. Default is true. This property should be set to false on the confirmation page.

confirmURL

The URL that launches the warnings/ticket disposition prompt.

confirmPromptURL

The URL that defines the contents of the prompt window for warnings/ticket disposition options.

Field Summary

protected static java.lang.String	AGENTRESOURCES Resources file
protected static java.lang.String	AGENTUSERRESOURCES
static java.lang.String	CLASS_VERSION Class version string
protected java.lang.String	mApplicationName
protected boolean	mDoTicketDispositionPrompt
protected boolean	mDoWarnings
protected java.lang.String	mEnvironmentChangeKey
protected EnvironmentChangeState	mEnvironmentChangeState
protected EnvironmentTools	mEnvironmentTools
protected boolean	mInitChangeState
protected java.util.Map	mInputParameters
protected atg.web.messaging.MessageTools	mMessageTools
protected TicketDispositionOptions	mTicketDispositionOptions
protected TicketingTools	mTicketingTools
protected javax.transaction.TransactionManager	mTransactionManager
protected java.util.ResourceBundle	sBundle

Fields inherited from class atg.droplet.GenericFormHandler

PARAM_DEFER_FORWARD_OR_REDIRECT, PARAM_USE_FORWARDS

Fields inherited from class atg.nucleus.GenericService

SERVICE_INFO_KEY

Fields inherited from interface atg.nucleus.logging.TraceApplicationLogging

DEFAULT_LOG_TRACE_STATUS

Fields inherited from interface atg.nucleus.logging.ApplicationLogging

DEFAULT_LOG_DEBUG_STATUS, DEFAULT_LOG_ERROR_STATUS, DEFAULT_LOG_INFO_STATUS, DEFAULT_LOG_WARNING_STATUS

Constructor Summary

EnvironmentChangeFormHandler()

Method Summary

protected boolean	changeEnvironment(atg.servlet.DynamoHttpServletRequest pRequest, atg.servlet.DynamoHttpServletResponse pResponse) Applies the changes to the environment.
java.lang.String	getApplicationName()
java.lang.String	getConfirmPromptURL() Returns property ConfirmURL
java.lang.String	getConfirmURL() Returns property ConfirmURL
java.lang.String	getEnvironmentChangeKey() The change key for the environment change.
EnvironmentChangeState	getEnvironmentChangeState() Contains state information related to the environment change.
EnvironmentTools	getEnvironmentTools()
java.lang.String	getErrorURL() Returns property ErrorURL
java.util.Map	getInputParameters() Returns the input parameters to the environment change.
atg.web.messaging.MessageTools	getMessageTools() Returns the MessageTools component
java.lang.String	getSuccessURL() Returns property SuccessURL
TicketDispositionOptions	getTicketDispositionOptions() This method will lazily create an instance of TicketDispositionOptions if one doesn't already exist.
TicketingTools	getTicketingTools() Returns the agent TicketingTools component
javax.transaction.TransactionManager	getTransactionManager() Returns the transaction manager
protected java.util.Locale	getUserLocale() This method gets the current Locale
protected java.lang.String	getUserMessage(java.lang.String pBundleName, java.lang.String pKey, java.lang.Object[] pMsgArgs) Returns a resource string using the given user message resource bundle name and the user locale.
protected java.lang.String	getUserMessage(java.lang.String pBundleName, java.lang.String pKey, java.lang.String[] pMsgArgs) Deprecated.
boolean	handleChangeEnvironment(atg.servlet.DynamoHttpServletRequest pRequest, atg.servlet.DynamoHttpServletResponse pResponse) Handler for changing the environment.
protected void	initChangeState(java.lang.String pEnvironmentChangeKey, java.util.Map pInputParameters, TicketDispositionOptions pTicketDispositionOptions, boolean pDoWarnings) Initializes the state using the form handler's environmentChangeKey and inputParameters.
boolean	isDoTicketDispositionPrompt() Returns if the ticket disposition prompting should be included for this change.
boolean	isDoWarnings() determines if warnings should be generated for the change.
boolean	isInitChangeState() Determines if the EnvironmentChangeState is re-initialized.
boolean	isShowDispositionPrompt() Determines if the ticket disposition prompt is necessary for the current change.
protected boolean	postChangeEnvironment(atg.servlet.DynamoHttpServletRequest pRequest, atg.servlet.DynamoHttpServletResponse pResponse) Post environment change processing.
protected boolean	preChangeEnvironment(atg.servlet.DynamoHttpServletRequest pRequest, atg.servlet.DynamoHttpServletResponse pResponse) Pre change environment process.
void	setApplicationName(java.lang.String pApplicationName)
void	setConfirmPromptURL(java.lang.String pConfirmPromptURL) Sets property ConfirmPromptURL
void	setConfirmURL(java.lang.String pConfirmURL) Sets property ConfirmURL
void	setDoTicketDispositionPrompt(boolean pDoTicketDispositionPrompt)
void	setDoWarnings(boolean pDoWarnings)
void	setEnvironmentChangeKey(java.lang.String pEnvironmentChangeKey)
void	setEnvironmentChangeState(EnvironmentChangeState pEnvironmentChangeState)
void	setEnvironmentTools(EnvironmentTools pEnvironmentTools)
void	setErrorURL(java.lang.String pErrorURL) Sets property ErrorURL.
void	setInitChangeState(boolean pInitChangeState)
void	setInputParameters(java.util.Map pInputParameters)
void	setMessageTools(atg.web.messaging.MessageTools pMessageTools)
void	setSuccessURL(java.lang.String pSuccessURL) Sets property SuccessURL
void	setTicketDispositionOptions(TicketDispositionOptions pTicketDispositionOptions)
void	setTicketingTools(TicketingTools pTicketingTools)
void	setTransactionManager(javax.transaction.TransactionManager pTransactionManager) Sets the Transaction Manager

Methods inherited from class atg.droplet.GenericFormHandler

addFormException, addUncheckedFormException, afterSet, beforeSet, checkFormRedirect, createFormSubmissionMessage, getCancelURL, getCheckForValidSession, getFormError, getFormExceptions, getFormName, getMessagePort, getMessageSource, getMessageType, getPropertyExceptions, getSendMessages, getUncheckedFormExceptions, handleCancel, handleFormException, handleUncheckedFormException, hasUncheckedFormExceptions, isDeferForwardsAndRedirects, isRestorableForm, isUseForwards, isValidSession, redirectOrForward, resetFormExceptions, setCancelURL, setCheckForValidSession, setDeferForwardsAndRedirects, setFormName, setMessagePort, setMessageSource, setMessageType, setRestorableForm, setSendMessages, setUseForwards

Methods inherited from class atg.droplet.EmptyFormHandler

afterGet, beforeGet

Methods inherited from class atg.nucleus.GenericService

addLogListener, createAdminServlet, doStartService, doStopService, getAbsoluteName, getAdminServlet, getLoggingForVlogging, getLogListenerCount, getLogListeners, getName, getNameContext, getNucleus, getRoot, getServiceConfiguration, getServiceInfo, isLoggingDebug, isLoggingError, isLoggingInfo, isLoggingTrace, isLoggingWarning, isRunning, logDebug, logDebug, logDebug, logError, logError, logError, logInfo, logInfo, logInfo, logTrace, logTrace, logTrace, logWarning, logWarning, logWarning, nameContextElementBound, nameContextElementUnbound, removeLogListener, resolveName, resolveName, resolveName, resolveName, sendLogEvent, setLoggingDebug, setLoggingError, setLoggingInfo, setLoggingTrace, setLoggingWarning, setNucleus, setServiceInfo, startService, stopService

Methods inherited from class atg.nucleus.logging.VariableArgumentApplicationLoggingImpl

vlogDebug, vlogDebug, vlogDebug, vlogDebug, vlogError, vlogError, vlogError, vlogError, vlogInfo, vlogInfo, vlogInfo, vlogInfo, vlogTrace, vlogTrace, vlogTrace, vlogTrace, vlogWarning, vlogWarning, vlogWarning, vlogWarning

Methods inherited from class java.lang.Object

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

Field Detail

CLASS_VERSION

public static final java.lang.String CLASS_VERSION

Class version string

See Also:

Constant Field Values

AGENTRESOURCES

protected static final java.lang.String AGENTRESOURCES

Resources file

See Also:

Constant Field Values

sBundle

protected final java.util.ResourceBundle sBundle

AGENTUSERRESOURCES

protected static final java.lang.String AGENTUSERRESOURCES

See Also:

Constant Field Values

mApplicationName

protected java.lang.String mApplicationName

mMessageTools

protected atg.web.messaging.MessageTools mMessageTools

mTicketingTools

protected TicketingTools mTicketingTools

mTicketDispositionOptions

protected TicketDispositionOptions mTicketDispositionOptions

mDoTicketDispositionPrompt

protected boolean mDoTicketDispositionPrompt

mDoWarnings

protected boolean mDoWarnings

mTransactionManager

protected javax.transaction.TransactionManager mTransactionManager

mEnvironmentTools

protected EnvironmentTools mEnvironmentTools

mEnvironmentChangeKey

protected java.lang.String mEnvironmentChangeKey

mInputParameters

protected java.util.Map mInputParameters

mEnvironmentChangeState

protected EnvironmentChangeState mEnvironmentChangeState

mInitChangeState

protected boolean mInitChangeState

Constructor Detail

EnvironmentChangeFormHandler

public EnvironmentChangeFormHandler()

Method Detail

getApplicationName

public java.lang.String getApplicationName()

Returns:

the application name

setApplicationName

public void setApplicationName(java.lang.String pApplicationName)

getMessageTools

public atg.web.messaging.MessageTools getMessageTools()

Returns the MessageTools component

Returns:

MessageTools

setMessageTools

public void setMessageTools(atg.web.messaging.MessageTools pMessageTools)

getTicketingTools

public TicketingTools getTicketingTools()

Returns the agent TicketingTools component

Returns:

TicketingTools

setTicketingTools

public void setTicketingTools(TicketingTools pTicketingTools)

getTicketDispositionOptions

public TicketDispositionOptions getTicketDispositionOptions()

This method will lazily create an instance of TicketDispositionOptions if one doesn't already exist.

Returns:

Returns the TicketDispositionOptions that holds the ticket disposition options.

setTicketDispositionOptions

public void setTicketDispositionOptions(TicketDispositionOptions pTicketDispositionOptions)

Parameters:

pTicketDispositionOptions - the TicketDispositionOptions holds the ticket disposition options.

isDoTicketDispositionPrompt

public boolean isDoTicketDispositionPrompt()

Returns if the ticket disposition prompting should be included for this change. Default is true. If false, the ticket dispostion prompt will not appear even if the current ticket is changing.

Returns:

boolean

setDoTicketDispositionPrompt

public void setDoTicketDispositionPrompt(boolean pDoTicketDispositionPrompt)

isDoWarnings

public boolean isDoWarnings()

determines if warnings should be generated for the change. Default is true.

Returns:

if warnings should be generated for the change

setDoWarnings

public void setDoWarnings(boolean pDoWarnings)

setTransactionManager

public void setTransactionManager(javax.transaction.TransactionManager pTransactionManager)

Sets the Transaction Manager

Parameters:

pTransactionManager -

getTransactionManager

public javax.transaction.TransactionManager getTransactionManager()

Returns the transaction manager

setErrorURL

public void setErrorURL(java.lang.String pErrorURL)

Sets property ErrorURL.

This property can be set by request parameter using the name defined by ERROR_URL.This makes it possible to pass the parameter using an anchor tag.

Parameters:

pErrorURL - a String value

getErrorURL

public java.lang.String getErrorURL()

Returns property ErrorURL

Returns:

a String value

setSuccessURL

public void setSuccessURL(java.lang.String pSuccessURL)

Sets property SuccessURL

This property can be set by request parameter using the name defined by SUCCESS_URL. This makes it possible to pass the parameter using an anchor tag.

Parameters:

pSuccessURL - a String value

getSuccessURL

public java.lang.String getSuccessURL()

Returns property SuccessURL

Returns:

a String value

setConfirmURL

public void setConfirmURL(java.lang.String pConfirmURL)

Sets property ConfirmURL

This property can be set by request parameter using the name defined by SUCCESS_URL. This makes it possible to pass the parameter using an anchor tag.

Parameters:

pConfirmURL - a String value

getConfirmURL

public java.lang.String getConfirmURL()

Returns property ConfirmURL

Returns:

a String value

setConfirmPromptURL

public void setConfirmPromptURL(java.lang.String pConfirmPromptURL)

Sets property ConfirmPromptURL

This property defines the url location of the contents of the ticket disposition prompt dialog.

Parameters:

pConfirmPromptURL - a String value

getConfirmPromptURL

public java.lang.String getConfirmPromptURL()

Returns property ConfirmURL

Returns:

a String value

getEnvironmentTools

public EnvironmentTools getEnvironmentTools()

setEnvironmentTools

public void setEnvironmentTools(EnvironmentTools pEnvironmentTools)

initChangeState

protected void initChangeState(java.lang.String pEnvironmentChangeKey,
                               java.util.Map pInputParameters,
                               TicketDispositionOptions pTicketDispositionOptions,
                               boolean pDoWarnings)
                        throws EnvironmentException

Initializes the state using the form handler's environmentChangeKey and inputParameters.

Parameters:

pEnvironmentChangeKey -

pInputParameters -

pTicketDispositionOptions -

pDoWarnings -

Throws:

EnvironmentException

preChangeEnvironment

protected boolean preChangeEnvironment(atg.servlet.DynamoHttpServletRequest pRequest,
                                       atg.servlet.DynamoHttpServletResponse pResponse)
                                throws javax.servlet.ServletException,
                                       java.io.IOException

Pre change environment process. This method will initialize the environment state object and redirects to the confirmation page, if necessary.

Parameters:

pRequest -

pResponse -

Returns:

false if redirected

Throws:

javax.servlet.ServletException

java.io.IOException

changeEnvironment

protected boolean changeEnvironment(atg.servlet.DynamoHttpServletRequest pRequest,
                                    atg.servlet.DynamoHttpServletResponse pResponse)
                             throws javax.servlet.ServletException,
                                    java.io.IOException

Applies the changes to the environment.

Parameters:

pRequest -

pResponse -

Returns:

false if the method has redirected.

Throws:

javax.servlet.ServletException

java.io.IOException

See Also:

EnvironmentTools.applyChanges(EnvironmentChangeState)

handleChangeEnvironment

public boolean handleChangeEnvironment(atg.servlet.DynamoHttpServletRequest pRequest,
                                       atg.servlet.DynamoHttpServletResponse pResponse)
                                throws javax.servlet.ServletException,
                                       java.io.IOException

Handler for changing the environment.

Parameters:

pRequest -

pResponse -

Returns:

boolean

Throws:

javax.servlet.ServletException

java.io.IOException

postChangeEnvironment

protected boolean postChangeEnvironment(atg.servlet.DynamoHttpServletRequest pRequest,
                                        atg.servlet.DynamoHttpServletResponse pResponse)
                                 throws javax.servlet.ServletException,
                                        java.io.IOException

Post environment change processing.

Parameters:

pRequest -

pResponse -

Returns:

false if redirected

Throws:

javax.servlet.ServletException

java.io.IOException

getEnvironmentChangeKey

public java.lang.String getEnvironmentChangeKey()

The change key for the environment change. The change identifies what operation is taking place. For example, "changeUser" or "changeTicket" or "startNewCall".

Returns:

String

setEnvironmentChangeKey

public void setEnvironmentChangeKey(java.lang.String pEnvironmentChangeKey)

getInputParameters

public java.util.Map getInputParameters()

Returns the input parameters to the environment change.

Returns:

Map of input parameters.

setInputParameters

public void setInputParameters(java.util.Map pInputParameters)

getEnvironmentChangeState

public EnvironmentChangeState getEnvironmentChangeState()

Contains state information related to the environment change.

Returns:

EnvironmentChangeState

See Also:

EnvironmentChangeState

setEnvironmentChangeState

public void setEnvironmentChangeState(EnvironmentChangeState pEnvironmentChangeState)

isInitChangeState

public boolean isInitChangeState()

Determines if the EnvironmentChangeState is re-initialized. The default is true. This parameter should be set to false on the confirmation page.

Returns:

true if the environment change state should be initialized.

setInitChangeState

public void setInitChangeState(boolean pInitChangeState)

isShowDispositionPrompt

public boolean isShowDispositionPrompt()

Determines if the ticket disposition prompt is necessary for the current change.

Returns:

true if the ticket disposition is necessary

getUserLocale

protected java.util.Locale getUserLocale()

This method gets the current Locale

Returns:

the current Locale

getUserMessage

protected java.lang.String getUserMessage(java.lang.String pBundleName,
                                          java.lang.String pKey,
                                          java.lang.String[] pMsgArgs)

Deprecated.

Returns a resource string using the given user message resource bundle name and the user locale.

Parameters:

pKey -

pMsgArgs -

Returns:

String

getUserMessage

protected java.lang.String getUserMessage(java.lang.String pBundleName,
                                          java.lang.String pKey,
                                          java.lang.Object[] pMsgArgs)

Returns a resource string using the given user message resource bundle name and the user locale.

Parameters:

pKey -

pMsgArgs -

Returns:

String