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{ thisproductID = productID; } }
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A Problem object consists of the following fields: I problemID A unique problem identifier, assigned by the system A brief description of the problem for display in the GUI I description
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I severity The call center agent s assessment of how critical the problem is to the customer, with 1=high, 2=medium, 3=low I dateReported the call center The date and time at which the problem was reported to
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I dateResolved If the problem is closed, this contains the date and time at which it was closed The value is null otherwise I customerID I productID The eight-character customer identifier The unique product identifier
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ProblemLog Class The events in a problem s lifecycle are modeled by rows in the problog table, which contains the following columns:
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I problemID The problem identifier, to allow for joining the problog and problem tables I logtime A timestamp generated by the database system This, combined with the problem ID, constitute the unique key for this problem log entry I eventID A three-character code indicating the nature of the problem log event Event ID codes are taken from the following list: COM Comment RPS Routed to product support RPD Routed to product development RQA Routed to quality assurance CNB Closed not a bug CCP Closed customer problem CFX Closed fixed I comments Comments entered by the person making this log entry
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The system uses the ProblemLog class, shown in the following listing, to represent a row in the problog table
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Case Study: A Product Support Center
package comlyricnotesupportmodel; import import import import javaio*; javasqlResultSet; javasqlSQLException; javautil*;
/** * An update to a reported problem */ public class ProblemLog implements Serializable { private String problemID; private javautilDate logTime; private String eventID; private String comments; /** * Factory method to create a problem record * from the current row of a result set * @param rs a result set from the problem table * @exception SQLException if a database error occurs */ public static ProblemLog load(ResultSet rs) throws SQLException { ProblemLog probLog = new ProblemLog(); probLogsetProblemID(rsgetString(1)); probLogsetLogTime(rsgetTimestamp(2)); probLogsetEventID(rsgetString(3)); probLogsetComments(rsgetString(4)); return probLog; } /** * Returns the object as a CSV string */ public String toString() {
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StringBuffer sb = new StringBuffer(); sbappend(getProblemID()); sbappend(","); sbappend(UtildateTimeFormat(getLogTime())); sbappend(","); sbappend(getEventID()); sbappend(","); sbappend(getComments()); return sbtoString(); } // =========================================== // Property accessor methods // =========================================== /** * Returns the problemID */ public String getProblemID() { return problemID; } /** * Sets the problemID * @param problemID the problemID */ public void setProblemID(String problemID) { thisproblemID = problemID; } /** * Returns the logTime */ public javautilDate getLogTime() { return logTime; } /**
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Case Study: A Product Support Center
* Sets the logTime * @param logTime the logTime */ public void setLogTime(javautilDate logTime) { thislogTime = logTime; } /** * Returns the eventID */ public String getEventID() { return eventID; } /** * Sets the eventID * @param eventID the eventID */ public void setEventID(String eventID) { thiseventID = eventID; } /** * Returns the comments */ public String getComments() { return comments; } /** * Sets the comments * @param comments the comments */ public void setComments(String comments) { thiscomments = comments; } }
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Application Objects
The business objects represent the individual entities known by the system For the purposes of the model, other objects represent the application as a whole Classes in this category include the following: I comlyricnotesupportmodelModel I comlyricnotesupportmodelWebModel I comlyricnotesupportmodelUtil The following sections list the source code for each of these classes and describe their operation
Model Class
During the operation of the system, the business objects reside in an application container class named Model This class exposes an API that allows the controller to manipulate it and the view to extract data from it One Model object exists for each user session, so model state is threadsafe Model is a fairly large class Let s list a section at a time, so you can examine it in detail
package comlyricnotesupportmodel; import javaio*; import javasql*; import javautil*; /** * The model component in the Model-View-Controller architecture * of the product support application The model is designed * to be used in a dedicated HTTP session with a single user, * however, there is no HTTP-specific code This allows the * model to be tested by a batch driver */ public class Model implements Serializable { // Configuration fields private private private private String problemIDFile; String jdbcDriver; String databaseURL; transient Connection con;
// Customer fields private List customers;
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