trabajo-afectivo/app/models/ticket.rb

# Copyright (C) 2012-2013 Zammad Foundation, http://zammad-foundation.org/

require 'time_calculation'
require 'sla'

class Ticket < ApplicationModel
  before_create   :check_generate, :check_defaults
  before_update   :check_defaults
  before_destroy  :destroy_dependencies
  after_create    :notify_clients_after_create
  after_update    :notify_clients_after_update
  after_destroy   :notify_clients_after_destroy

  belongs_to    :group
  has_many      :articles,              :class_name => 'Ticket::Article', :after_add => :cache_update, :after_remove => :cache_update
  belongs_to    :organization
  belongs_to    :ticket_state,          :class_name => 'Ticket::State'
  belongs_to    :ticket_priority,       :class_name => 'Ticket::Priority'
  belongs_to    :owner,                 :class_name => 'User'
  belongs_to    :customer,              :class_name => 'User'
  belongs_to    :created_by,            :class_name => 'User'
  belongs_to    :create_article_type,   :class_name => 'Ticket::Article::Type'
  belongs_to    :create_article_sender, :class_name => 'Ticket::Article::Sender'

  include Ticket::Escalation
  include Ticket::Subject
  extend Ticket::Search
  extend Ticket::Permission

  attr_accessor :callback_loop

  def agent_of_group
    Group.find( self.group_id ).users.where( :active => true ).joins(:roles).where( 'roles.name' => 'Agent', 'roles.active' => true ).uniq()
  end

=begin

merge tickets

  ticket = Ticket.find(123)
  result = ticket.merge_to(
    :ticket_id => 123,
  )

returns

  result = true|false

=end

  def merge_to(data)

    # update articles
    Ticket::Article.where( :ticket_id => self.id ).update_all( ['ticket_id = ?', data[:ticket_id] ] )

    # update history

    # create new merge article
    Ticket::Article.create(
      :ticket_id                => self.id,
      :ticket_article_type_id   => Ticket::Article::Type.lookup( :name => 'note' ).id,
      :ticket_article_sender_id => Ticket::Article::Sender.lookup( :name => 'Agent' ).id,
      :body                     => 'merged',
      :internal                 => false
    )

    # add history to both

    # link tickets
    Link.add(
      :link_type                => 'parent',
      :link_object_source       => 'Ticket',
      :link_object_source_value => data[:ticket_id],
      :link_object_target       => 'Ticket',
      :link_object_target_value => self.id
    )

    # set state to 'merged'
    self.ticket_state_id = Ticket::State.lookup( :name => 'merged' ).id

    # rest owner
    self.owner_id = User.where( :login => '-' ).first.id

    # save ticket
    self.save
  end

  private

  def check_generate
    return if self.number
    self.number = Ticket::Number.generate
  end

  def check_defaults
    if !self.owner_id
      self.owner_id = 1
    end
    if self.customer_id
      customer = User.find( self.customer_id )
      if self.organization_id != customer.organization_id
        self.organization_id = customer.organization_id
      end
    end
  end

  def destroy_dependencies

    # delete history
    History.remove( 'Ticket', self.id )

    # delete articles
    self.articles.destroy_all
  end

end