atg.svc.agent.environment
Class TicketDispositionOptions

java.lang.Object
  atg.svc.agent.environment.TicketDispositionOptions

public class TicketDispositionOptions
extends java.lang.Object

This class encapsualtes the options for ticket disposition handling.

Field Summary

static java.lang.String	CLASS_VERSION Class version string
static java.lang.String	CLOSEASDUP_TICKETID parameter name used for the close as duplicate ticket id
static java.lang.String	DEFER_DATE_PARAMETER defer 'til date parameter name
static java.lang.String	DEFER_RETAIN_PARAMETER defer retain flag parameter name
static java.lang.String	DISP_OPTION_AUTO_DISCARD Toss out the ticket.
static java.lang.String	DISP_OPTION_CHANGE_STATUS Save the ticket and change its status.
static java.lang.String	DISP_OPTION_CLOSE Close the ticket
static java.lang.String	DISP_OPTION_CLOSE_AS_DUP Close the ticket as a duplicate
static java.lang.String	DISP_OPTION_DEFER Defer the ticket
static java.lang.String	DISP_OPTION_DISCARD Toss out the ticket
static java.lang.String	DISP_OPTION_ESCALATE Escalate the ticket
static java.lang.String	DISP_OPTION_REASSIGN Reassign the ticket
static java.lang.String	DISP_OPTION_RELEASE release the ticket
static java.lang.String	DISP_OPTION_SAVE Save the ticket
static java.lang.String	DISP_OPTION_SENDTOGROUP Send the ticket to a group
static java.lang.String	ESCALATE_GROUP_PARAMETER escalate level parameter name
static java.lang.String	ESCALATE_LEVEL_PARAMETER escalate level parameter name
protected java.lang.String	mDispositionOption
protected java.util.Map	mInputParameters
protected boolean	mPublicNote
static java.lang.String	REASSIGN_AGENT parameter name used for the reassigned agent id

Constructor Summary

TicketDispositionOptions()

TicketDispositionOptions(java.lang.String pDispositionOption)

Method Summary

java.lang.String	getDispositionOption() Returns the selected disposition option.
java.util.Map	getInputParameters() Returns the input parameter value dictionary that can be used to add pass custom parameters to the disposition process.
java.lang.String	getReasonCode()
java.lang.String	getSubStatus()
java.lang.String	getTicketNote()
boolean	isPublicNote() Determines if the disposition note will be public
void	setDispositionOption(java.lang.String pDispositionOption) Sets the disposition option.
void	setInputParameters(java.util.Map pInputParameters)
void	setPublicNote(boolean pPublicNote)
void	setReasonCode(java.lang.String pReasonCode)
void	setSubStatus(java.lang.String pSubStatus)
void	setTicketNote(java.lang.String pTicketNote)

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

DISP_OPTION_SAVE

public static final java.lang.String DISP_OPTION_SAVE

Save the ticket

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Constant Field Values

DISP_OPTION_CHANGE_STATUS

public static final java.lang.String DISP_OPTION_CHANGE_STATUS

Save the ticket and change its status.

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Constant Field Values

DISP_OPTION_CLOSE

public static final java.lang.String DISP_OPTION_CLOSE

Close the ticket

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Constant Field Values

DISP_OPTION_CLOSE_AS_DUP

public static final java.lang.String DISP_OPTION_CLOSE_AS_DUP

Close the ticket as a duplicate

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Constant Field Values

DISP_OPTION_DEFER

public static final java.lang.String DISP_OPTION_DEFER

Defer the ticket

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Constant Field Values

DISP_OPTION_ESCALATE

public static final java.lang.String DISP_OPTION_ESCALATE

Escalate the ticket

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Constant Field Values

DISP_OPTION_REASSIGN

public static final java.lang.String DISP_OPTION_REASSIGN

Reassign the ticket

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Constant Field Values

DISP_OPTION_SENDTOGROUP

public static final java.lang.String DISP_OPTION_SENDTOGROUP

Send the ticket to a group

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Constant Field Values

DISP_OPTION_RELEASE

public static final java.lang.String DISP_OPTION_RELEASE

release the ticket

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Constant Field Values

DISP_OPTION_DISCARD

public static final java.lang.String DISP_OPTION_DISCARD

Toss out the ticket

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Constant Field Values

DISP_OPTION_AUTO_DISCARD

public static final java.lang.String DISP_OPTION_AUTO_DISCARD

Toss out the ticket. This option means that the application has decided this ticket can be automatically discarded. If has the same effect as discard.

See Also:

Constant Field Values

DEFER_RETAIN_PARAMETER

public static java.lang.String DEFER_RETAIN_PARAMETER

defer retain flag parameter name

DEFER_DATE_PARAMETER

public static java.lang.String DEFER_DATE_PARAMETER

defer 'til date parameter name

ESCALATE_LEVEL_PARAMETER

public static java.lang.String ESCALATE_LEVEL_PARAMETER

escalate level parameter name

ESCALATE_GROUP_PARAMETER

public static java.lang.String ESCALATE_GROUP_PARAMETER

escalate level parameter name

REASSIGN_AGENT

public static java.lang.String REASSIGN_AGENT

parameter name used for the reassigned agent id

CLOSEASDUP_TICKETID

public static java.lang.String CLOSEASDUP_TICKETID

parameter name used for the close as duplicate ticket id

mDispositionOption

protected java.lang.String mDispositionOption

mPublicNote

protected boolean mPublicNote

mInputParameters

protected java.util.Map mInputParameters

Constructor Detail

TicketDispositionOptions

public TicketDispositionOptions()

TicketDispositionOptions

public TicketDispositionOptions(java.lang.String pDispositionOption)

Method Detail

getDispositionOption

public java.lang.String getDispositionOption()

Returns the selected disposition option.

The default will save to the agent's active tickets.

Returns:

the selected disposition option.

setDispositionOption

public void setDispositionOption(java.lang.String pDispositionOption)

Sets the disposition option.

Parameters:

pDispositionOption -

getReasonCode

public java.lang.String getReasonCode()

Returns:

Returns the reason code for the sub status change.

setReasonCode

public void setReasonCode(java.lang.String pReasonCode)

Parameters:

pReasonCode - the reason code for the sub status change.

getSubStatus

public java.lang.String getSubStatus()

Returns:

Returns the sub status used for saving the ticket.

setSubStatus

public void setSubStatus(java.lang.String pSubStatus)

Parameters:

pSubStatus - the sub status used for saving the ticket.

getTicketNote

public java.lang.String getTicketNote()

Returns:

Returns the saveTicketNote. This text is attached to the ticket as a note during the save operation.

setTicketNote

public void setTicketNote(java.lang.String pTicketNote)

Parameters:

pTicketNote - The TicketNote to set.

isPublicNote

public boolean isPublicNote()

Determines if the disposition note will be public

Returns:

true if note should be a public note

setPublicNote

public void setPublicNote(boolean pPublicNote)

getInputParameters

public java.util.Map getInputParameters()

Returns the input parameter value dictionary that can be used to add pass custom parameters to the disposition process.

Returns:

Map of input parameters

setInputParameters

public void setInputParameters(java.util.Map pInputParameters)