protected override void preProcessing()
{
if (replyTo == POST_REPLY.TO_USER)
{
var currAssingedEmpId = getCurrAssignedEmp() == null ? 0 : getCurrAssignedEmp().Id;
if (currAssingedEmpId == 0 || currAssingedEmpId != ticketParam.CurrLoginUserId) //assigned to current login agent
{
autoAssigned(getCurrLoginAgent());
}
}
if (replyTo == POST_REPLY.TO_AGENT && WAIT_ACTIONED_BY_USER.Equals(ticket.WaitActionedBy))
{
ticket.WaitActionedBy = WAIT_ACTIONED_BY_AGENT;
}
else if (replyTo == POST_REPLY.TO_USER && WAIT_ACTIONED_BY_AGENT.Equals(ticket.WaitActionedBy))
{
ticket.WaitActionedBy = WAIT_ACTIONED_BY_USER;
}
}
protected override void postProcessing()
{
bool defaultTeam = false, defaultAgent = false;
string assignDesc = "";
if (ticketParam.TeamId == 0)
{
var ticketItem = dataProcessingProvider.getTicketItem(ticket.TicketItemId);
if (ticketItem == null && ticketItem.TeamId == 0)
{
throw new Exception("Default team cannot be found");
}
ticketParam.TeamId = ticketItem.TeamId;
defaultTeam = true;
}
if (ticketParam.Assignee == 0)
{
int defaultAssignee = dataProcessingProvider.getDefaultAgentByTeamId(ticketParam.TeamId);
if (defaultAssignee > 0)
{
ticketParam.Assignee = defaultAssignee;
defaultAgent = true;
}
}
if (defaultTeam)
{
assignDesc = "Default team is selected. ";
}
if (defaultAgent)
{
assignDesc += "Default agent is selected";
}
TicketAssignment ticketAssignment = new TicketAssignment()
{
TicketActivityId = ticketActivity.Id,
TeamId = ticketParam.TeamId,
AssigneeId = ticketParam.Assignee,
};
if (!String.IsNullOrEmpty(assignDesc))
{
ticketAssignment.Description = assignDesc;
}
dataProcessingProvider.saveTicketAssignment(ticketAssignment);
//bool updateTicketRequired = false;
if (!WAIT_ACTIONED_BY_AGENT.Equals(ticket.WaitActionedBy) && isUpladLastActivity())
{
ticket.WaitActionedBy = WAIT_ACTIONED_BY_AGENT;
//updateTicketRequired = true;
}
if (ticketParam.TeamId > 0 && ticketParam.TeamId != ticket.LastAssTeamId)
{
ticket.LastAssTeamId = ticketParam.TeamId;
//updateTicketRequired = true;
}
var assingedEmpId = 0;
if (ticketParam.Assignee != 0)
{
var assignedAgent = dataProcessingProvider.getAgentById(ticketParam.Assignee);
assingedEmpId = assignedAgent.EmpId;
}
if (assingedEmpId != ticket.LastAssTeamId)
{
ticket.LastAssEmpId = assingedEmpId;
//updateTicketRequired = true;
}
}
