45 lines
1.1 KiB
Ruby
45 lines
1.1 KiB
Ruby
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# Copyright (C) 2012-2013 Zammad Foundation, http://zammad-foundation.org/
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class Stats::TicketResponseTime
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def self.log(object, o_id)
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return if object != 'Ticket'
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ticket = Ticket.lookup(id: o_id)
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article_created_by_id = 3
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# check if response was sent by owner
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return if ticket.owner_id != 1 && ticket.owner_id != article_created_by_id
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# return if customer send at least
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return if ticket.last_contact_customer > ticket.last_contact_agent
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# TODO: only business hours
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response_time_taken = ticket.last_contact_agent - ticket.last_contact_customer
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(response_time_taken / 60).round
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end
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def self.generate(user)
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items = Stats.where('action_at > ? AND action_at < ?', Time.zone.now - 7.days, Time.zone.now).where(key: 'ticket:response_time')
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count_total = items.count
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total = 0
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count_own = 0
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own = 0
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items.each {|_item|
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ticket = Ticket.lookup(id: data[:ticket_id])
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if ticket.owner_id == user.id
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count_own += 1
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own += data[:time]
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end
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total += data[:time]
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}
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{
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own: (own / count_own).round,
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total: (total / count_total).round,
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}
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end
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end
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