Because many of the actions taken by an agent in Commerce Service Center are captured in the agent audit log, as well as ticket activities, Commerce Service Center provides a convenient way of creating a ticket activity from an AgentEvent.
The process mirrors that of recording an audit event whereby an AgentEvent is routed to a recorder component, which saves the information in the repository. The recorders are mapped by the activity type. Commerce Service Center provides classes for the most common cases of creating activities from the events.
The following steps outline what is needed to record an AgentEvent as a ticket activity. This assumes that the AgentEvent and audit log repository definitions are already in place.
Define the new activity type in the
TicketingRepository. You can define the ticket activity much the same as the audit log definition for the same type. However, the ticket activity definition can be defined as needed to meet your requirements.Create the recorder components. The recorder component generates a ticket activity from an
AgentEvent. Commerce Service Center provides two classes for the most common cases, theatg.commerce.csr.ticketing.class and the
TicketingActivityRecorderTicketingPropertyUpdateRecorderclass.The
TicketingActivityRecorderclass is the base class for a recorder and supports the following features:Automatic creation of the ticket activity repository item based on the type contained in the
AgentEventThe ability to configure a list of event properties that map to ticket activity properties. The recorder automatically sets the values in the activity from those in the
AgentEventAutomatic addition of the activity to the ticket ID referenced in the
AgentEventAutomatic association of the order with the ticket. (Note that this only occurs when the
AgentEventcontains anorderIdproperty)The ability to configure if the order related ticket activity should be added when the order is in a transient state
Automatic saving of the ticket after adding the activity
The
TicketingPropertyUpdateRecorderclass is an extension ofTicketingActivityRecorderthat supports recording anAgentEventthat contains aListorPropertyUpdates. For example:/myapp/recorders/LoyaltyPointRecorder
class=atg.commerce.csr.ticketing.TicketingActivityRecorder
applicationName=MyApplicationName
internalProfileRepository=/atg/userprofiling/InternalProfileRepository
orderRepository=/atg/commerce/order/OrderRepository
profileRepository=/atg/userprofiling/ProfileAdapterRepository
ticketingManager=/atg/ticketing/TicketingManager
customProperties=\
pointsRedeemed=pointsRedeemed,\
orderId=orderId
CSRAgentTools=/atg/commerce/custsvc/util/CSRAgentTools
ordersPropertyName=orders
saveTransientOrderActivities=falseRegister the recorder component by activity type. Map the new recorder component by its activity type so an
AgentEventof the same type will be routed to it for processing. For example:/atg/commerce/custsvc/ticketing/TicketingEventListener.properties#13
$$Change: 447205 $
eventTypeToRecorderMap+=\
RedeemedLoyaltyPoints=/myapp/recorders/LoyaltyPointRecorder
