When working with tickets, an agent’s actions may affect a ticket so that the ticket must be discarded. Only transient tickets can be discarded. TicketDispositionMonitors, in the TicketingManager determines if a ticket can be discarded. There are two types of tickets that can be discarded, and the ticket disposition monitors decide both cases.
The two types of discardable ticket are:
Immediately discardable – The application has decided that the ticket can be discarded automatically because there is nothing worth saving on the ticket. If the ticket is immediately discardable, there will be no prompt that contains the actions related to the current ticket
Discardable – This means that the ticket was not immediately discardable and the agent must decide if the ticket should be discarded. A ticket in this state will cause the Discard option to appear in the prompt, giving the agent a choice of whether or not to discard it. Note: The discard option will never appear for saved tickets
There are two ways that the TicketDispositionMonitors determine the type of the discardable ticket:
Based on activities on the ticket – If the ticket has any activities beyond the base set of activities created when the ticket was created, then it is not immediately discardable. This is handled by the ticket disposition monitor located
atg/ticketing/
ActivityTicketDispositionMonitorBased on the value of specific properties on the ticket – If the ticket has properties that are not null, the ticket is not immediately discardable. The properties used for this test are configurable and is handled by the ticket disposition monitor in
atg/ticketing/
PropertyTicketDispositionMonitor
Service.Agent uses a ticket disposition monitor located at atg/svc/agent/ticketing/. This monitor, which is configured with the profile update activities, will not let a ticket be discarded if it has any of the configured activities.
ServiceTicketDispositionMonitor
