Package com.bytedesk.ticket.flow

Class TicketFlowService

java.lang.Object
com.bytedesk.ticket.flow.TicketFlowService
@Service public class TicketFlowService extends Object

  • Field Details

    • runtimeService

      private final org.flowable.engine.RuntimeService runtimeService

    • taskService

      private final org.flowable.engine.TaskService taskService

    • repositoryService

      private final org.flowable.engine.RepositoryService repositoryService

    • historyService

      private final org.flowable.engine.HistoryService historyService

    • commentService

      private final TicketCommentService commentService

  • Constructor Details

    • TicketFlowService

      public TicketFlowService()

  • Method Details

    • startTicketProcess

      public void startTicketProcess(TicketEntity ticket)
      启动工单流程

    • assignTicketTask

      public void assignTicketTask(String taskId, String assignee)
      分配工单任务

    • completeTicketTask

      public void completeTicketTask(String taskId, Map<String,Object> variables)
      完成工单任务

    • addTicketComment

      public void addTicketComment(String taskId, String message, String userId)
      添加工单评论 ACT_HI_COMMENT - 历史评论表，存储所有的任务评论

    • getTicketComments

      public List<org.flowable.engine.task.Comment> getTicketComments(String taskId)
      获取工单评论列表

    • getProcessInstanceComments

      public List<org.flowable.engine.task.Comment> getProcessInstanceComments(String processInstanceId)
      获取工单所有历史评论

    • queryUserTasks

      public List<org.flowable.task.api.Task> queryUserTasks(String assignee)
      查询用户的工单任务

    • deployTicketProcess

      public void deployTicketProcess()
      部署工单流程

    • getLatestProcessDefinition

      public org.flowable.engine.repository.ProcessDefinition getLatestProcessDefinition()
      获取最新的流程定义

    • queryTicketHistory

      public List<org.flowable.engine.history.HistoricProcessInstance> queryTicketHistory(String ticketId)
      查询工单历史

    • terminateTicketProcess

      public void terminateTicketProcess(String processInstanceId, String reason)
      终止工单流程

    • suspendTicketProcess

      public void suspendTicketProcess(String processInstanceId)
      挂起工单流程

    • activateTicketProcess

      public void activateTicketProcess(String processInstanceId)
      激活工单流程

    • verifyTicket

      public void verifyTicket(String taskId, boolean approved)
      客户验证工单处理结果

    • submitSatisfactionSurvey

      public void submitSatisfactionSurvey(String taskId, int rating, String comment)
      提交满意度评价

    • supervisorReview

      public void supervisorReview(String taskId, boolean reassign)
      主管审核

    • queryPendingTasks

      public List<org.flowable.task.api.Task> queryPendingTasks(String processInstanceId)
      查询待处理的工单任务

    • queryGroupTasks

      public List<org.flowable.task.api.Task> queryGroupTasks(String groupId)
      查询组任务（如经理组的任务）

    • handleSLABreach

      public void handleSLABreach(String processInstanceId)
      处理SLA超时

    • queryOverdueTasks

      public List<org.flowable.task.api.Task> queryOverdueTasks()
      查询超时的工单任务

    • querySupervisorTasks

      public List<org.flowable.task.api.Task> querySupervisorTasks()
      查询主管审核任务

    • setTaskDueDate

      public void setTaskDueDate(String taskId, Date dueDate)
      设置任务到期时间

    • assignTicketToWorkgroup

      public void assignTicketToWorkgroup(String taskId, String workgroupId)
      分配工单给工作组

    • queryUserAvailableTasks

      public List<org.flowable.task.api.Task> queryUserAvailableTasks(String userId)
      查询用户可处理的所有任务（包括个人任务和组任务）

    • claimTask

      public void claimTask(String taskId, String userId)
      认领任务

    • unclaimTask

      public void unclaimTask(String taskId)
      取消认领任务