33 lines
975 B
Ruby
33 lines
975 B
Ruby
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class Observer::Ticket::ResetNewState < ActiveRecord::Observer
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observe 'ticket::_article'
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def after_create(record)
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# puts 'check reset new state'
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# return if we run import mode
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return if Setting.get('import_mode')
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# if article in internal
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return true if record.internal
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# if sender is agent
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return true if Ticket::Article::Sender.lookup( :id => record.ticket_article_sender_id ).name != 'Agent'
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# if article is a message to customer
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return true if !Ticket::Article::Type.lookup( :id => record.ticket_article_type_id ).communication
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# if current ticket state is still new
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ticket = Ticket.lookup( :id => record.ticket_id )
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return true if ticket.ticket_state.state_type.name != 'new'
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# TODO: add config option to state managment in UI
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state = Ticket::State.lookup( :name => 'open' )
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return if !state
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# set ticket to open
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ticket.ticket_state_id = state.id
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# save ticket
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ticket.save
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end
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end
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