1.1 接口说明

第三方系统提供一个公网可以访问的地址，优音云客服系统会把工单数据以json的形式推送到提供的接口中，推送是在工单流转中触发，流转到工单的某一步骤时，如果当前步骤配置了工单流出接口，才会推送当前步骤数据。数据推送请求为post、格式为一个json对象，其中每一个json对象对应一个步骤动作信息。

1.2 调用形式

第三方系统配置的https请求地址

1.3 调用方式

POST

1.4 响应参数(参考V1.0工单流出接口格式)

非必填参数，调用接口时请传递参数名，参数值可为空

序号 名称 类型 是否必填 说明
1 currentNodeForm Object 是 当前节点信息数据
2 └ form Object 是 新建工单的表单元素
3 rows Object数组 是 ows元素含有多个Object表单元素对象（参考本章节使用样例）：其中Object元素对象属性如下：
1、title:字段名称；
2、kind:字段类型；
3、id:元素ID；
4、val:字符型字段值；（若为附件则是Object类型数组）
4 approve 网关分支参数标识 否 当前节点含有网关分支时approve为具体的网关分支标识内容值；其他情况approve为null，不能传值
5 priority Object 否 流转工单的优先级(0-紧急 1-重要 2-普通)，说明：
1、新建工单后的流转工单有priority参数；
2、后续工单流出后的流入调用，该参数可为null
6 workflow_id String 是 工作流模板ID
7 transaction_id String 是 工单编号
8 process_instance_id String 是 流程实例id
9 task_id String 是 工作流任务ID(为下一步流转工单的任务节点ID)
10 customer_id String 是 当前工单所属客户id（currentNodeForm节点流出参数）
11 target_agent_num String 否 下步处理座席工号，下一步处理节点如果为多实例节点则该字段为多个座席工号且用逗号分隔，如:9010,9011,9012
12 agent_num String 是 当前处理座席工号
13 nextNodeForm Object数组 是 下一节点信息数据，根据下一节点是单实例节点还是多实例节点，该数组中包含一个或多个Object对象（若无下个节点信息，则该节点数据为空数组）
14 └ form Object对象 是 新建工单的表单元素
15 rows Object数组 是 ows元素含有多个Object表单元素对象（参考本章节使用样例）：其中Object元素对象属性如下：
1、title:字段名称；
2、kind:字段类型；
3、id:元素ID；
4、val:字符型字段值；（若为附件则是Object类型数组）
16 branch Object数组 否 只有用户节点后含有网关分支选项时，该元素内容不为null，且包含多个Object对象；
其中：Object对象 id属性 为顺序流id；Object对象 approve属性 为分支内容标识（下一步流入需要传入该参数，且值必须匹配）；
举例如下：
“branch”:[{“id”: “Flow_10lx65t”,“approve“: “同意“},{“id”:“Flow_1li4h6g”,“approve“: “打回销售“}]
17 priority Object 否 流转工单的优先级(0-紧急 1-重要 2-普通)，说明：
1、新建工单后的流转工单有priority参数；
2、后续工单流出后的流入调用，该参数可为null
18 workflow_id String 是 工作流模板ID
19 process_instance_id String 是 流程实例id
20 task_id String 是 工作流任务ID(为下一步流转工单的任务节点ID)
21 target_agent_num String 否 下步处理座席工号
22 agent_num String 是 当前处理座席工号

1.5 回应参数

注意：同步成功后第三方系统接口返回格式要求：{“errcode”:200,”errmsg”:”同步成功”}。其他未知格式或错误代码均认为同步失败。

1.6 使用样例

调用

url：https://ykftest.uincall.com/callcenter/work/workflow/receive?tenant_id=acf528a2-d0e2-4a7b-8513-74cb399xxxxx&access_token=670253572927b24acffc41078ddxxxxx

POST数据

场景1、工单流出不含网关分支：
{
    "currentNodeForm": {
        "form": {
            "rows": [{
                "title": "业务类型",
                "val": ["政府采购业务"],
                "kind": 4,
                "id": "6045f8c7-af9c-46cb-bd1e-634e155xxxx"
            }, {
                "title": "问题来源",
                "val": ["内部转交"],
                "kind": 4,
                "id": "4359e602-0bde-4fdd-92e1-1d0db0fxxxx"
            }, {
                "title": "优先级",
                "val": "中",
                "kind": 2,
                "id": "1a8d2db8-57e2-4cf9-94c0-a146fb5xxxx"
            }, {
                "title": "问题类型",
                "val": ["软件需求类问题"],
                "kind": 4,
                "id": "60826917-7512-48b9-8553-acc1ac5xxxx"
            }, {
                "title": "软件类型",
                "val": ["部门预算系统"],
                "kind": 4,
                "id": "9f7588c4-d5bf-48ff-ad5b-6ecb320xxxx"
            }, {
                "title": "所属地区",
                "val": ["内蒙古自治区"],
                "kind": 4,
                "id": "b96f6873-4f58-4260-8df5-5fccc0axxxx"
            }, {
                "title": "单位类型",
                "val": ["财政部门"],
                "kind": 4,
                "id": "263eaebc-7c9d-4dc6-8f55-51818acxxxx"
            }, {
                "title": "单位名称",
                "val": "测试",
                "kind": 0,
                "id": "9c7795dc-6d1f-4717-8c36-310b2eaxxxx"
            }, {
                "title": "联系人",
                "val": "测试",
                "kind": 0,
                "id": "f6033cf2-b3c0-49cb-912f-a743aeaxxxx"
            }, {
                "title": "电话/手机号",
                "val": "11",
                "kind": 0,
                "id": "10b0bc78-e0fa-49e9-b94b-b37c42exxxx"
            }, {
                "title": "工单详情",
                "val": "11111111",
                "kind": 1,
                "id": "c6de3e95-4e0b-4a6f-a35d-c5b4394xxxx"
            }, {
                "title": "工单详情附件",
                "val": "",
                "kind": 8,
                "id": "00499b43-eea3-4ce2-b1b2-ac3728bxxxx"
            }]
        },
        "approve":null,
        "priority": 2,
        "workflow_id": "a7636c85379ac03295e6dd3e2e6xxxx",
        "transaction_id": "1640583790372",
        "process_instance_id": "afc4460a-4e87-11ec-ba15-02427e6xxxx",
        "task_id": "afc44610-4e87-11ec-ba15-02427e6xxxx",
        "customer_id" : "xxxxxx123456",
        "target_agent_num": "",
        "agent_num": "8050",
    },
    "nextNodeForm": [{
        "form": {
            "rows": [{
                "title": "业务类型",
                "val": ["政府采购业务"],
                "kind": 4,
                "id": "6045f8c7-af9c-46cb-bd1e-634e155xxxx"
            }, {
                "title": "问题来源",
                "val": ["内部转交"],
                "kind": 4,
                "id": "4359e602-0bde-4fdd-92e1-1d0db0fxxxx"
                }]
        },
        "approve":null,
        "priority": null,
        "workflow_id": "a7636c85379ac03295e6dd3e2e6xxxx",
        "process_instance_id": "afc4460a-4e87-11ec-ba15-02427e6xxxx",
        "task_id": "",
        "target_agent_num": "",
        "agent_num": ""
    }
}]
场景2、工单流出下个节点含有网关分支(工单模板XXX用户节点后配置有网关分支)：
{
    "currentNodeForm": {
        "form": {
            "rows": [{
                "title": "业务类型",
                "val": ["政府采购业务"],
                "kind": 4,
                "id": "6045f8c7-af9c-46cb-bd1e-634e155xxxx"
            }, {
                "title": "问题来源",
                "val": ["内部转交"],
                "kind": 4,
                "id": "4359e602-0bde-4fdd-92e1-1d0db0fxxxx"
            }, {
                "title": "优先级",
                "val": "中",
                "kind": 2,
                "id": "1a8d2db8-57e2-4cf9-94c0-a146fb5xxxx"
            }, {
                "title": "问题类型",
                "val": ["软件需求类问题"],
                "kind": 4,
                "id": "60826917-7512-48b9-8553-acc1ac5xxxx"
            }, {
                "title": "软件类型",
                "val": ["部门预算系统"],
                "kind": 4,
                "id": "9f7588c4-d5bf-48ff-ad5b-6ecb320xxxx"
            }, {
                "title": "所属地区",
                "val": ["内蒙古自治区"],
                "kind": 4,
                "id": "b96f6873-4f58-4260-8df5-5fccc0axxxx"
            }, {
                "title": "单位类型",
                "val": ["财政部门"],
                "kind": 4,
                "id": "263eaebc-7c9d-4dc6-8f55-51818acxxxx"
            }, {
                "title": "单位名称",
                "val": "测试",
                "kind": 0,
                "id": "9c7795dc-6d1f-4717-8c36-310b2eaxxxx"
            }, {
                "title": "联系人",
                "val": "测试",
                "kind": 0,
                "id": "f6033cf2-b3c0-49cb-912f-a743aeaxxxx"
            }, {
                "title": "电话/手机号",
                "val": "11",
                "kind": 0,
                "id": "10b0bc78-e0fa-49e9-b94b-b37c42exxxx"
            }, {
                "title": "工单详情",
                "val": "11111111",
                "kind": 1,
                "id": "c6de3e95-4e0b-4a6f-a35d-c5b4394xxxx"
            }, {
                "title": "工单详情附件",
                "val": "",
                "kind": 8,
                "id": "00499b43-eea3-4ce2-b1b2-ac3728bxxxx"
            }]
        },
        "priority": 2,
        "workflow_id": "a7636c85379ac03295e6dd3e2e6xxxx",
        "transaction_id": "1640583790372",
        "process_instance_id": "afc4460a-4e87-11ec-ba15-02427e6xxxx",
        "task_id": "afc44610-4e87-11ec-ba15-02427e6xxxx",
        "customer_id" : "xxxxxx123456",
        "target_agent_num": "",
        "agent_num": "8050"
    },
    "nextNodeForm": [{
        "form": {
            "rows": [{
                "title": "业务类型",
                "val": ["政府采购业务"],
                "kind": 4,
                "id": "6045f8c7-af9c-46cb-bd1e-634e155xxxx"
            }, {
                "title": "问题来源",
                "val": ["内部转交"],
                "kind": 4,
                "id": "4359e602-0bde-4fdd-92e1-1d0db0fxxxx"
                }]
        },
        "branch": [
            {
                "id": "Flow_10lx65t",
                "approve": "同意"
            },
            {
                "id": "Flow_1li4h6g",
                "approve": "打回销售"
            }],
        "priority": null,
        "workflow_id": "a7636c85379ac03295e6dd3e2e6xxxx",
        "process_instance_id": "afc4460a-4e87-11ec-ba15-02427e6xxxx",
        "task_id": "",
        "customer_id" : "xxxxxx123456",
        "target_agent_num": "",
        "agent_num": "1009"
    }
}]
场景3、工单流出当前节点含有网关分支操作：
{
    "currentNodeForm": {
        "form": {
            "rows": [{
                "title": "业务类型",
                "val": ["政府采购业务"],
                "kind": 4,
                "id": "6045f8c7-af9c-46cb-bd1e-634e155xxxx"
            }, {
                "title": "问题来源",
                "val": ["内部转交"],
                "kind": 4,
                "id": "4359e602-0bde-4fdd-92e1-1d0db0fxxxx"
                }]
        },
        "approve":"打回销售",
        "priority": null,
        "workflow_id": "a7636c85379ac03295e6dd3e2e6xxxx",
        "transaction_id": "1640583790372",
        "process_instance_id": "afc4460a-4e87-11ec-ba15-02427e6xxxx",
        "task_id": "",
        "customer_id" : "xxxxxx123456",
        "target_agent_num": "1008",
        "agent_num": "1009"
    },
    "nextNodeForm": [{
        "form": {
            "rows": [{
                "title": "业务类型",
                "val": ["政府采购业务"],
                "kind": 4,
                "id": "6045f8c7-af9c-46cb-bd1e-634e155xxxx"
            }, {
                "title": "问题来源",
                "val": ["内部转交"],
                "kind": 4,
                "id": "4359e602-0bde-4fdd-92e1-1d0db0fxxxx"
                }]
        },
        "branch":null,
        "priority": null,
        "workflow_id": "a7636c85379ac03295e6dd3e2e6xxxx",
        "process_instance_id": "afc4460a-4e87-11ec-ba15-02427e6xxxx",
        "task_id": "",
        "customer_id" : "xxxxxx123456",
        "target_agent_num": "",
        "agent_num": ""
    }
}]
场景4、工单流出为最后一步，没有nextNodeForm值场景：
{
    "currentNodeForm": {
        "form": {
            "rows": [{
                "title": "业务类型",
                "val": ["政府采购业务"],
                "kind": 4,
                "id": "6045f8c7-af9c-46cb-bd1e-634e155xxxx"
            }, {
                "title": "问题来源",
                "val": ["内部转交"],
                "kind": 4,
                "id": "4359e602-0bde-4fdd-92e1-1d0db0fxxxx"
            }, {
                "title": "优先级",
                "val": "中",
                "kind": 2,
                "id": "1a8d2db8-57e2-4cf9-94c0-a146fb5xxxx"
            }, {
                "title": "问题类型",
                "val": ["软件需求类问题"],
                "kind": 4,
                "id": "60826917-7512-48b9-8553-acc1ac5xxxx"
            }, {
                "title": "软件类型",
                "val": ["部门预算系统"],
                "kind": 4,
                "id": "9f7588c4-d5bf-48ff-ad5b-6ecb320xxxx"
            }, {
                "title": "所属地区",
                "val": ["内蒙古自治区"],
                "kind": 4,
                "id": "b96f6873-4f58-4260-8df5-5fccc0axxxx"
            }, {
                "title": "单位类型",
                "val": ["财政部门"],
                "kind": 4,
                "id": "263eaebc-7c9d-4dc6-8f55-51818acxxxx"
            }, {
                "title": "单位名称",
                "val": "测试",
                "kind": 0,
                "id": "9c7795dc-6d1f-4717-8c36-310b2eaxxxx"
            }, {
                "title": "联系人",
                "val": "测试",
                "kind": 0,
                "id": "f6033cf2-b3c0-49cb-912f-a743aeaxxxx"
            }, {
                "title": "电话/手机号",
                "val": "11",
                "kind": 0,
                "id": "10b0bc78-e0fa-49e9-b94b-b37c42exxxx"
            }, {
                "title": "工单详情",
                "val": "11111111",
                "kind": 1,
                "id": "c6de3e95-4e0b-4a6f-a35d-c5b4394xxxx"
            }, {
                "title": "工单详情附件",
                "val": "",
                "kind": 8,
                "id": "00499b43-eea3-4ce2-b1b2-ac3728bxxxx"
            }]
        },
        "approve":null,
        "priority": 2,
        "workflow_id": "a7636c85379ac03295e6dd3e2e6xxxx",
        "transaction_id": "1640583790372",
        "process_instance_id": "afc4460a-4e87-11ec-ba15-02427e6xxxx",
        "task_id": "afc44610-4e87-11ec-ba15-02427e6xxxx",
        "customer_id" : "xxxxxx123456",
        "target_agent_num": "",
        "agent_num": "8050"
    },
    "nextNodeForm": []
}

1.7 接收工单流出内容接口样例

@PostMapping(value = "receive")
public void receive(HttpServletRequest request) {
    log.info("模拟接收工单流出数据流-> /xxx/xxx/receive start>>>");
    InputStream is = null;
    StringBuilder sb = new StringBuilder();
    try {
        is = request.getInputStream();
        byte[] b = new byte[4096];
        for (int n; (n = is.read(b)) != -1; ) {
            sb.append(new String(b, 0, n));
        }
    } catch (IOException e) {
        e.printStackTrace();
    } finally {
        if (null != is) {
            try {
                is.close();
            } catch (IOException e) {
                e.printStackTrace();
            }
        }
    }
    log.info("/xxx/xxx/receive, json: {}", sb.toString());
    return ResultUtil.success("同步成功");
}
文档更新时间: 2024-03-25 15:19   作者：admin