The following section describes some of the components and classes available for Environment Monitoring:
EnvironmentTools
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This class provides the core API for applying changes to the environment. It also provides API for accessing the ATG -managed environment objects such as the active ticket and customer profile.
EnvironmentMonitor, ServiceEnvironmentMonitor
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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.
FormHandlers
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The EnvironmentChangeFormHandler is the base form handler class for agent gestures that perform environment changes. It is designed to provide a specific flow when the agent users gestures that change the environment.
This flow consists of starting a change with the agent gesture and progressing to warnings and ticket disposition confirmations, to performing the change.
Changes in the environment are monitored by all applications, which can apply their own specific changes. For example, when a change is set to occur, the application might generate a warning that must be confirmed by an agent before the changes can be completed. If the change includes a ticket modification, the agent may also be asked to decide the disposition of the current ticket before proceeding.
When a ticket disposition change occurs, the agent is presented with a form that allows them to set the disposition options. The current ticket disposition is modified based on the ticket disposition options, which are supplied either by the agent, or through a set of default options. Whenever the ticket changes as a result of an environment change, the current ticket disposition will be modified based upon these options.
This EnvironmentChangeFormHandler contains the following properties:
initChangeState– Determines if the environment change state is initialized. Default istrueenvironmentChangeState– Contains the state information for the change. This property should be configured to a window scopedEnvironmentChangeStateobjectenvironmentChangeKey– Identifies the type of environment change being requestedinputParameters– A map of change input parametersdoWarnings– Determines if warnings will be generated and shown to the agentdoDispositionPrompt– Determines if the agent should be prompted with ticket disposition options when the current ticket is changing as a result of the requested change. Default istrue. Note: This property should be set tofalseon the confirmation pageconfirmURL– The URL that launches the warnings/ticket disposition promptconfirmPromptURL– The URL that defines the contents of the prompt window for warnings/ticket disposition options
EnvironmentStateChange
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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. Refer to the ATG Platform API Reference 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 the Service framework. 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 because 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.
Refer to the ATG Commerce Service Center Installation and Programming Guide for information on Oracle ATG Web Commerce Service Center ticket dispositions.
