Package com.bytedesk.ticket.routing_strategy

Class TicketThreadRoutingStrategy

java.lang.Object

com.bytedesk.service.routing_strategy.AbstractThreadRoutingStrategy

com.bytedesk.ticket.routing_strategy.TicketThreadRoutingStrategy

@Component("ticketThreadStrategy")
public class TicketThreadRoutingStrategy
extends AbstractThreadRoutingStrategy

工单线程路由策略

功能特点： - 根据传入的 ticketUid 直接加载现有会话 - 支持工单对话的查看和继续 - 不创建新会话，仅加载已存在的工单会话

处理流程： 1. 验证 ticketUid 参数 2. 根据 ticketUid 查找会话 3. 返回会话信息和最后一条消息

Since:

1.0.0

Author:

jackning 270580156@qq.com

Field Summary

Fields

Modifier and Type	Field	Description
private final BytedeskEventPublisher	bytedeskEventPublisher
private final MessageRestService	messageRestService
private final IMessageSendService	messageSendService
private final ThreadRestService	threadRestService
private final TicketRepository	ticketRepository
private final TicketSettingsRestService	ticketSettingsRestService
private final WorkgroupRestService	workgroupRestService
private final WorkgroupRoutingService	workgroupRoutingService

Fields inherited from class com.bytedesk.service.routing_strategy.AbstractThreadRoutingStrategy

ESTIMATED_WAIT_TIME_PER_PERSON, MESSAGE_CACHE_MINUTES

Constructor Summary

Constructors

Constructor	Description
TicketThreadRoutingStrategy()

Method Summary

Modifier and Type	Method	Description
private MessageProtobuf	buildClosedMessageProtobuf(ThreadEntity thread, String closeTip)
private MessageProtobuf	buildEmptyMessageProtobuf(ThreadEntity thread)	构建空消息协议对象（仅包含会话信息）
MessageProtobuf	createThread(VisitorRequest visitorRequest)	创建线程的核心方法 由具体实现类负责处理不同类型的线程创建逻辑
private ThreadEntity	ensureThreadAgentAssigned(ThreadEntity thread, TicketEntity ticket)
private void	ensureThreadWorkgroup(ThreadEntity thread, String workgroupUid)
protected ThreadRestService	getThreadRestService()	获取线程服务实例 由具体实现类提供
private MessageProtobuf	getTicketThreadMessage(ThreadEntity thread)	构建工单会话消息响应
private MessageProtobuf	getTicketThreadMessageReadOnly(ThreadEntity thread, String closeTip)
private MessageProtobuf	handleTicketThreadNew(ThreadEntity threadFromDb, TicketEntity ticket, VisitorRequest visitorRequest)	处理工单会话 NEW 状态： - 发送工单接入提示语 - 切换线程状态为 CHATTING - 发布转接事件通知被分配客服
private boolean	hasAssignedAgent(ThreadEntity thread)
MessageProtobuf	loadTicketThread(VisitorRequest visitorRequest)	加载工单会话
private TicketBasicSettingsResponse	resolveBasicSettings(TicketEntity ticket)

Methods inherited from class com.bytedesk.service.routing_strategy.AbstractThreadRoutingStrategy

executeWithExceptionHandling, generateQueueMessage, getThreadByUid, getValidOfflineMessage, getValidWelcomeMessage, handleStrategyException, isActiveThread, isClosedThread, isMessageInCacheTime, isNewThread, logThreadStatusChange, saveThread, validateThread, validateUid

Methods inherited from class java.lang.Object

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

Field Details

threadRestService

private final ThreadRestService threadRestService

messageRestService

private final MessageRestService messageRestService

ticketRepository

private final TicketRepository ticketRepository

workgroupRestService

private final WorkgroupRestService workgroupRestService

workgroupRoutingService

private final WorkgroupRoutingService workgroupRoutingService

ticketSettingsRestService

private final TicketSettingsRestService ticketSettingsRestService

messageSendService

private final IMessageSendService messageSendService

bytedeskEventPublisher

private final BytedeskEventPublisher bytedeskEventPublisher

Constructor Details

TicketThreadRoutingStrategy

public TicketThreadRoutingStrategy()

Method Details

getThreadRestService

protected ThreadRestService getThreadRestService()

Description copied from class: AbstractThreadRoutingStrategy

获取线程服务实例 由具体实现类提供

Specified by:

getThreadRestService in class AbstractThreadRoutingStrategy

Returns:

ThreadRestService实例

createThread

public MessageProtobuf createThread(VisitorRequest visitorRequest)

Description copied from class: AbstractThreadRoutingStrategy

创建线程的核心方法 由具体实现类负责处理不同类型的线程创建逻辑

Specified by:

createThread in class AbstractThreadRoutingStrategy

Parameters:

visitorRequest - 访客请求信息

Returns:

消息协议对象

loadTicketThread

public MessageProtobuf loadTicketThread(VisitorRequest visitorRequest)

加载工单会话

根据 VisitorRequest 中的 sid（作为 ticketUid）加载工单，并获取其 threadUid/workgroupUid 然后为该工单会话按工作组路由规则分配客服（如尚未分配），并返回会话信息与最后一条消息

Parameters:

visitorRequest - 访客请求，sid 字段作为 ticketUid 使用

Returns:

消息协议对象，包含会话信息

Throws:

IllegalArgumentException - 如果 ticketUid 为空、工单不存在或会话不存在

resolveBasicSettings

private TicketBasicSettingsResponse resolveBasicSettings(TicketEntity ticket)

handleTicketThreadNew

private MessageProtobuf handleTicketThreadNew(ThreadEntity threadFromDb,
 TicketEntity ticket,
 VisitorRequest visitorRequest)

处理工单会话 NEW 状态： - 发送工单接入提示语 - 切换线程状态为 CHATTING - 发布转接事件通知被分配客服

ensureThreadWorkgroup

private void ensureThreadWorkgroup(ThreadEntity thread,
 String workgroupUid)

ensureThreadAgentAssigned

private ThreadEntity ensureThreadAgentAssigned(ThreadEntity thread,
 TicketEntity ticket)

hasAssignedAgent

private boolean hasAssignedAgent(ThreadEntity thread)

getTicketThreadMessage

private MessageProtobuf getTicketThreadMessage(ThreadEntity thread)

构建工单会话消息响应

Parameters:

thread - 工单会话实体

Returns:

消息协议对象

getTicketThreadMessageReadOnly

private MessageProtobuf getTicketThreadMessageReadOnly(ThreadEntity thread,
 String closeTip)

buildEmptyMessageProtobuf

private MessageProtobuf buildEmptyMessageProtobuf(ThreadEntity thread)

构建空消息协议对象（仅包含会话信息）

Parameters:

thread - 会话实体

Returns:

消息协议对象

buildClosedMessageProtobuf

private MessageProtobuf buildClosedMessageProtobuf(ThreadEntity thread,
 String closeTip)