Package com.bytedesk.ticket.ticket

Class TicketService

java.lang.Object

com.bytedesk.ticket.ticket.TicketService

@Service
public class TicketService
extends Object

Field Summary

Fields

Modifier and Type	Field	Description
private final org.flowable.engine.HistoryService	historyService
private final MemberRestService	memberRestService
private final org.flowable.engine.RuntimeService	runtimeService
private final org.flowable.engine.TaskService	taskService
private final ThreadRestService	threadRestService
private final TicketRepository	ticketRepository
private final TopicService	topicService

Constructor Summary

Constructors

Constructor	Description
TicketService()

Method Summary

Modifier and Type	Method	Description
TicketResponse	cancelTicket(TicketRequest request)	取消工单 PROCESSING -> CANCELLED (取消)
TicketResponse	claimTicket(TicketRequest request)	认领工单 NEW -> CLAIMED (认领)
TicketResponse	closeTicket(TicketRequest request)	关闭工单 PROCESSING/RESUMED -> CLOSED (关闭)
TicketResponse	escalateTicket(TicketRequest request)	升级工单 PROCESSING -> ESCALATED (升级)
TicketResponse	holdTicket(TicketRequest request)	挂起工单 PROCESSING -> HOLDING (挂起)
TicketResponse	pendTicket(TicketRequest request)	待回应工单 PROCESSING -> PENDING (待回应)
List<TicketHistoryActivityResponse>	queryTicketActivityHistory(TicketRequest request)	查询工单的完整活动历史
List<TicketHistoryProcessResponse>	queryTicketProcessHistory(TicketRequest request)	查询某个工单实例的处理历史
List<TicketHistoryTaskResponse>	queryTicketTaskHistory(TicketRequest request)	查询某个工单的流程实例历史
TicketResponse	reopenTicket(TicketRequest request)	重新打开工单 CLOSED/CANCELLED -> REOPENED -> PROCESSING (重新打开)
TicketResponse	resolveTicket(TicketRequest request)	解决工单
TicketResponse	resumeTicket(TicketRequest request)	恢复工单 HOLDING -> RESUMED (恢复)
TicketResponse	startTicket(TicketRequest request)	开始处理工单 CLAIMED/REOPENED -> PROCESSING (开始处理)
TicketResponse	transferTicket(TicketRequest request)	转派工单: TRANSFERRED CLAIMED -> CLAIMED (转派)
TicketResponse	unclaimTicket(TicketRequest request)	退回工单 CLAIMED -> UNCLAIMED (退回)
TicketResponse	verifyTicket(TicketRequest request)	客户验证工单 RESOLVED -> CLOSED/REOPENED (验证通过/不通过)

Methods inherited from class java.lang.Object

clone, equals, finalize, getClass, hashCode, notify, notifyAll, toString, wait, wait, wait

Field Details

runtimeService

private final org.flowable.engine.RuntimeService runtimeService

taskService

private final org.flowable.engine.TaskService taskService

ticketRepository

private final TicketRepository ticketRepository

historyService

private final org.flowable.engine.HistoryService historyService

memberRestService

private final MemberRestService memberRestService

threadRestService

private final ThreadRestService threadRestService

topicService

private final TopicService topicService

Constructor Details

TicketService

public TicketService()

Method Details

claimTicket

@Transactional
public TicketResponse claimTicket(TicketRequest request)

认领工单 NEW -> CLAIMED (认领)

startTicket

@Transactional
public TicketResponse startTicket(TicketRequest request)

开始处理工单 CLAIMED/REOPENED -> PROCESSING (开始处理)

unclaimTicket

@Transactional
public TicketResponse unclaimTicket(TicketRequest request)

退回工单 CLAIMED -> UNCLAIMED (退回)

transferTicket

@Transactional
public TicketResponse transferTicket(TicketRequest request)

转派工单: TRANSFERRED CLAIMED -> CLAIMED (转派)

holdTicket

@Transactional
public TicketResponse holdTicket(TicketRequest request)

挂起工单 PROCESSING -> HOLDING (挂起)

resumeTicket

@Transactional
public TicketResponse resumeTicket(TicketRequest request)

恢复工单 HOLDING -> RESUMED (恢复)

pendTicket

@Transactional
public TicketResponse pendTicket(TicketRequest request)

待回应工单 PROCESSING -> PENDING (待回应)

reopenTicket

@Transactional
public TicketResponse reopenTicket(TicketRequest request)

重新打开工单 CLOSED/CANCELLED -> REOPENED -> PROCESSING (重新打开)

escalateTicket

@Transactional
public TicketResponse escalateTicket(TicketRequest request)

升级工单 PROCESSING -> ESCALATED (升级)

resolveTicket

@Transactional
public TicketResponse resolveTicket(TicketRequest request)

解决工单

verifyTicket

@Transactional
public TicketResponse verifyTicket(TicketRequest request)

客户验证工单 RESOLVED -> CLOSED/REOPENED (验证通过/不通过)

closeTicket

@Transactional
public TicketResponse closeTicket(TicketRequest request)

关闭工单 PROCESSING/RESUMED -> CLOSED (关闭)

cancelTicket

@Transactional
public TicketResponse cancelTicket(TicketRequest request)

取消工单 PROCESSING -> CANCELLED (取消)

queryTicketProcessHistory

public List<TicketHistoryProcessResponse> queryTicketProcessHistory(TicketRequest request)

查询某个工单实例的处理历史

queryTicketTaskHistory

public List<TicketHistoryTaskResponse> queryTicketTaskHistory(TicketRequest request)

查询某个工单的流程实例历史

queryTicketActivityHistory

public List<TicketHistoryActivityResponse> queryTicketActivityHistory(TicketRequest request)

查询工单的完整活动历史