280 lines
10 KiB
Ruby
280 lines
10 KiB
Ruby
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# Copyright (C) 2012-2013 Zammad Foundation, http://zammad-foundation.org/
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module Ticket::Escalation
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def self.escalation_calculation_rebuild
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ticket_state_list_open = Ticket::State.by_category( 'open' )
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tickets = Ticket.where( :ticket_state_id => ticket_state_list_open )
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tickets.each {|ticket|
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ticket.escalation_calculation
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}
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end
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def escalation_calculation
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# set escalation off if ticket is already closed
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ticket_state = Ticket::State.lookup( :id => self.ticket_state_id )
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if ticket_state.ignore_escalation?
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self.escalation_time = nil
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# self.first_response_escal_date = nil
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# self.close_time_escal_date = nil
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self.callback_loop = true
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self.save
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return true
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end
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# get sla for ticket
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sla_selected = self._escalation_calculation_get_sla
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# reset escalation if no sla is set
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if !sla_selected
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self.escalation_time = nil
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# self.first_response_escal_date = nil
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# self.close_time_escal_date = nil
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self.callback_loop = true
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self.save
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return true
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end
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# puts sla_selected.inspect
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# puts days.inspect
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self.escalation_time = nil
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self.first_response_escal_date = nil
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self.update_time_escal_date = nil
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self.close_time_escal_date = nil
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# first response
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if sla_selected.first_response_time
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# get escalation date without pending time
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self.first_response_escal_date = TimeCalculation.dest_time( self.created_at, sla_selected.first_response_time, sla_selected.data, sla_selected.timezone )
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# get pending time between created and first response escal. time
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time_in_pending = escalation_suspend( self.created_at, self.first_response_escal_date, 'relative', sla_selected, sla_selected.first_response_time )
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# get new escalation time (original escal_date + time_in_pending)
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self.first_response_escal_date = TimeCalculation.dest_time( self.first_response_escal_date, time_in_pending.to_i, sla_selected.data, sla_selected.timezone )
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# set ticket escalation
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self.escalation_time = self._escalation_calculation_higher_time( self.escalation_time, self.first_response_escal_date, self.first_response )
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end
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if self.first_response# && !self.first_response_in_min
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# get response time in min between created and first response
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self.first_response_in_min = escalation_suspend( self.created_at, self.first_response, 'real', sla_selected )
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end
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# set time to show if sla is raised ot in
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if sla_selected.first_response_time && self.first_response_in_min
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self.first_response_diff_in_min = sla_selected.first_response_time - self.first_response_in_min
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end
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# update time
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last_update = self.last_contact_agent
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if !last_update
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last_update = self.created_at
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end
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if sla_selected.update_time
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self.update_time_escal_date = TimeCalculation.dest_time( last_update, sla_selected.update_time, sla_selected.data, sla_selected.timezone )
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# get pending time between created and update escal. time
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time_in_pending = escalation_suspend( last_update, self.update_time_escal_date, 'relative', sla_selected, sla_selected.update_time )
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# get new escalation time (original escal_date + time_in_pending)
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self.update_time_escal_date = TimeCalculation.dest_time( self.update_time_escal_date, time_in_pending.to_i, sla_selected.data, sla_selected.timezone )
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# set ticket escalation
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self.escalation_time = self._escalation_calculation_higher_time( self.escalation_time, self.update_time_escal_date, false )
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end
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if self.last_contact_agent
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self.update_time_in_min = TimeCalculation.business_time_diff( self.created_at, self.last_contact_agent, sla_selected.data, sla_selected.timezone )
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end
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# set sla time
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if sla_selected.update_time && self.update_time_in_min
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self.update_time_diff_in_min = sla_selected.update_time - self.update_time_in_min
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end
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# close time
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if sla_selected.close_time
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# get escalation date without pending time
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self.close_time_escal_date = TimeCalculation.dest_time( self.created_at, sla_selected.close_time, sla_selected.data, sla_selected.timezone )
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# get pending time between created and close escal. time
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extended_escalation = escalation_suspend( self.created_at, self.close_time_escal_date, 'relative', sla_selected, sla_selected.close_time )
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# get new escalation time (original escal_date + time_in_pending)
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self.close_time_escal_date = TimeCalculation.dest_time( self.close_time_escal_date, extended_escalation.to_i, sla_selected.data, sla_selected.timezone )
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# set ticket escalation
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self.escalation_time = self._escalation_calculation_higher_time( self.escalation_time, self.close_time_escal_date, self.close_time )
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end
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if self.close_time # && !self.close_time_in_min
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self.close_time_in_min = escalation_suspend( self.created_at, self.close_time, 'real', sla_selected )
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end
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# set sla time
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if sla_selected.close_time && self.close_time_in_min
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self.close_time_diff_in_min = sla_selected.close_time - self.close_time_in_min
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end
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self.callback_loop = true
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self.save
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end
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private
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#type could be:
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# real - time without supsend state
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# relative - only suspend time
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def escalation_suspend (start_time, end_time, type, sla_selected, sla_time = 0)
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if type == 'relative'
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end_time += sla_time * 60
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end
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total_time_without_pending = 0
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total_time = 0
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#get history for ticket
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history_list = History.list( 'Ticket', self.id )
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#loop through hist. changes and get time
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last_state = nil
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last_state_change = nil
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last_state_is_pending = false
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history_list.each { |history_item|
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# ignore if it isn't a state change
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next if !history_item.history_attribute_id
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history_attribute = History::Attribute.lookup( :id => history_item.history_attribute_id );
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next if history_attribute.name != 'ticket_state'
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# ignore all newer state before start_time
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next if history_item.created_at < start_time
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# ignore all older state changes after end_time
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next if last_state_change && last_state_change > end_time
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# if created_at is later then end_time, use end_time as last time
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if history_item.created_at > end_time
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history_item.created_at = end_time
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end
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# get initial state and time
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if !last_state
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last_state = history_item.value_from
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last_state_change = start_time
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end
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# check if time need to be counted
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counted = true
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if history_item.value_from == 'pending'
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counted = false
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elsif history_item.value_from == 'close'
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counted = false
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end
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diff = escalation_time_diff( last_state_change, history_item.created_at, sla_selected )
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if counted
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puts "Diff count #{history_item.value_from} -> #{history_item.value_to} / #{last_state_change} -> #{history_item.created_at}"
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total_time_without_pending = total_time_without_pending + diff
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else
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puts "Diff not count #{history_item.value_from} -> #{history_item.value_to} / #{last_state_change} -> #{history_item.created_at}"
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end
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total_time = total_time + diff
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if history_item.value_to == 'pending'
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last_state_is_pending = true
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else
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last_state_is_pending = false
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end
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# remember for next loop last state
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last_state = history_item.value_to
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last_state_change = history_item.created_at
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}
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# if last state isnt pending, count rest
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if !last_state_is_pending && last_state_change && last_state_change < end_time
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diff = escalation_time_diff( last_state_change, end_time, sla_selected )
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puts "Diff count last state was not pending #{diff.to_s} - #{last_state_change} - #{end_time}"
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total_time_without_pending = total_time_without_pending + diff
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total_time = total_time + diff
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end
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# if we have not had any state change
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if !last_state_change
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diff = escalation_time_diff( start_time, end_time, sla_selected )
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puts 'Diff state has not changed ' + diff.to_s
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total_time_without_pending = total_time_without_pending + diff
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total_time = total_time + diff
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end
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#return sum
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if type == 'real'
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return total_time_without_pending
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elsif type == 'relative'
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relative = total_time - total_time_without_pending
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return relative
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else
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raise "ERROR: Unknown type #{type}"
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end
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end
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def escalation_time_diff( start_time, end_time, sla_selected )
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if sla_selected
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diff = TimeCalculation.business_time_diff( start_time, end_time, sla_selected.data, sla_selected.timezone)
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else
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diff = TimeCalculation.business_time_diff( start_time, end_time )
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end
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diff
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end
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def _escalation_calculation_get_sla
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sla_selected = nil
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sla_list = Cache.get( 'SLA::List::Active' )
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if sla_list == nil
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sla_list = Sla.where( :active => true ).all
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Cache.write( 'SLA::List::Active', sla_list, { :expires_in => 1.hour } )
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end
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sla_list.each {|sla|
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if !sla.condition || sla.condition.empty?
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sla_selected = sla
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elsif sla.condition
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hit = false
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map = [
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[ 'tickets.ticket_priority_id', 'ticket_priority_id' ],
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[ 'tickets.group_id', 'group_id' ]
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]
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map.each {|item|
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if sla.condition[ item[0] ]
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if sla.condition[ item[0] ].class == String
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sla.condition[ item[0] ] = [ sla.condition[ item[0] ] ]
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end
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if sla.condition[ item[0] ].include?( self[ item[1] ].to_s )
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hit = true
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else
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hit = false
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end
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end
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}
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if hit
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sla_selected = sla
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end
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end
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}
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return sla_selected
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end
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def _escalation_calculation_higher_time(escalation_time, check_time, done_time)
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return escalation_time if done_time
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return check_time if !escalation_time
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return escalation_time if !check_time
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return check_time if escalation_time > check_time
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return escalation_time
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end
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end
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