trabajo-afectivo/app/models/transaction/karma.rb

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# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
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class Transaction::Karma
=begin
{
object: 'Ticket',
type: 'update',
object_id: 123,
interface_handle: 'application_server', # application_server|websocket|scheduler
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changes: {
'attribute1' => [before, now],
'attribute2' => [before, now],
},
created_at: Time.zone.now,
user_id: 123,
},
=end
def initialize(item, params = {})
@item = item
@params = params
end
def perform
# return if we run import mode
return if Setting.get('import_mode')
user = User.lookup(id: @item[:user_id])
# ticket
if @item[:object] == 'Ticket'
ticket_karma(user)
ticket_article_karma(user)
end
# add tagging (check last action time)
if @item[:object] == 'Tag'
tagging(user)
end
true
end
def ticket_karma(user)
ticket = Ticket.lookup(id: @item[:object_id])
return if !ticket
if @item[:type] == 'create'
Karma::ActivityLog.add('ticket create', user, 'Ticket', ticket.id)
return
end
if @item[:type] == 'reminder_reached'
return if ticket.owner_id == 1
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return if ticket.pending_time && ticket.pending_time > Time.zone.now - 2.days
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Karma::ActivityLog.add('ticket reminder overdue (+2 days)', ticket.owner, 'Ticket', ticket.id)
return
end
if @item[:type] == 'escalation'
return if ticket.owner_id == 1
Karma::ActivityLog.add('ticket escalated', ticket.owner, 'Ticket', ticket.id)
return
end
return if @item[:type] != 'update'
return if !@item[:changes]
return if !@item[:changes]['state_id']
state_before = Ticket::State.lookup(id: @item[:changes]['state_id'][0])
state_now = Ticket::State.lookup(id: @item[:changes]['state_id'][1])
# close
if state_before.state_type.name != 'closed' && state_now.state_type.name == 'closed'
# did user send a response to customer before?
current_time = @item[:created_at]
ticket.articles.reverse.each do |local_article|
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next if local_article.created_at > current_time
next if local_article.created_by_id != @item[:user_id]
next if local_article.internal
local_type = Ticket::Article::Type.lookup(id: local_article.type_id)
return false if !local_type
next if !local_type.communication
local_sender = Ticket::Article::Sender.lookup(id: local_article.sender_id)
return false if !local_sender
Karma::ActivityLog.add('ticket close', user, 'Ticket', ticket.id)
break
end
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end
# pending state
if (!state_before.next_state_id && state_before.state_type.name != 'pending reminder') && (state_now.next_state_id || state_now.state_type.name == 'pending reminder')
Karma::ActivityLog.add('ticket pending state', user, 'Ticket', ticket.id)
end
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true
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end
def ticket_article_karma(user)
return if !@item[:article_id]
article = Ticket::Article.lookup(id: @item[:article_id])
return if !article
# get sender
sender = Ticket::Article::Sender.lookup(id: article.sender_id)
return if !sender
return if sender.name != 'Agent'
# get type
type = Ticket::Article::Type.lookup(id: article.type_id)
return if !type
return if !type.communication
### answer sent (check last action time / within what time?)
articles = Ticket::Article.where(ticket_id: article.ticket_id).order(created_at: :asc, id: :asc)
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if articles.count > 1
last_sender_customer = nil
last_customer_contact = nil
articles.each do |local_article|
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next if local_article.id == article.id
next if local_article.internal
local_type = Ticket::Article::Type.lookup(id: local_article.type_id)
return false if !local_type
next if !local_type.communication
local_sender = Ticket::Article::Sender.lookup(id: local_article.sender_id)
return false if !local_sender
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next if local_sender.name == 'System'
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last_sender_customer = local_sender.name == 'Customer'
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next if local_sender.name != 'Customer'
last_customer_contact = local_article.created_at
end
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if last_sender_customer && last_customer_contact
diff = article.created_at - last_customer_contact
if diff >= 0
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if diff < 1.hour
Karma::ActivityLog.add('ticket answer 1h', user, 'Ticket', @item[:object_id])
elsif diff < 2.hours
Karma::ActivityLog.add('ticket answer 2h', user, 'Ticket', @item[:object_id])
elsif diff < 12.hours
Karma::ActivityLog.add('ticket answer 12h', user, 'Ticket', @item[:object_id])
elsif diff < 24.hours
Karma::ActivityLog.add('ticket answer 24h', user, 'Ticket', @item[:object_id])
end
end
end
end
### text module
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if article.preferences[:text_module_ids].present?
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Karma::ActivityLog.add('text module', user, 'Ticket', @item[:object_id])
end
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true
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end
def tagging(user)
return if @item[:type] != 'create'
tag = Tag.lookup(id: @item[:object_id])
return if !tag
Karma::ActivityLog.add('tagging', user, tag.tag_object.name, tag.o_id)
end
end