trabajo-afectivo/app/models/ticket/state.rb

# Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/

class Ticket
  class State < ApplicationModel
    belongs_to    :state_type,        class_name: 'Ticket::StateType'
    validates     :name, presence: true

    latest_change_support

=begin

list tickets by customer

  states = Ticket::State.by_category('open') # open|closed

returns:

  state objects

=end

    def self.by_category(category)
      if category == 'open'
        return Ticket::State.where(
          state_type_id: Ticket::StateType.where( name: ['new', 'open', 'pending reminder', 'pending action'] )
        )
      elsif category == 'closed'
        return Ticket::State.where(
          state_type_id: Ticket::StateType.where( name: ['closed'] )
        )
      end
      raise "Unknown category '#{category}'"
    end

=begin

check if state is ignored for escalation

  state = Ticket::State.lookup( :name => 'state name' )

  result = state.ignore_escalation?

returns:

  true/false

=end

    def ignore_escalation?
      ignore_escalation = ['removed', 'closed', 'merged']
      return true if ignore_escalation.include?( self.name )
      false
    end
  end
end