trabajo-afectivo/lib/stats/ticket_in_process.rb

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# Copyright (C) 2012-2013 Zammad Foundation, http://zammad-foundation.org/
class Stats::TicketInProcess
def self.generate(user)
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open_state_ids = Ticket::State.by_category('work_on').map(&:id)
pending_state_ids = Ticket::State.by_category('pending_reminder').map(&:id)
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# get history entries of tickets worked on today
history_object = History::Object.lookup(name: 'Ticket')
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# get own tickets which are "workable"
own_ticket_ids = Ticket.select('id').where(
'owner_id = ? AND (state_id IN (?) OR (state_id IN (?) AND pending_time < ?))',
user.id, open_state_ids, pending_state_ids, Time.zone.now
).limit(1000).map(&:id)
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# get all tickets where I worked on today (owner & closed today)
closed_state_ids = Ticket::State.by_category('closed').map(&:id)
closed_ticket_ids = Ticket.select('id').where(
'owner_id = ? AND state_id IN (?) AND close_time > ?',
user.id, closed_state_ids, Time.zone.now-1.day
).limit(100).map(&:id)
# get all tickets which I changed to pending action
pending_action_state_ids = Ticket::State.by_category('pending_action').map(&:id)
pending_action_ticket_ids = Ticket.select('id').where(
'owner_id = ? AND state_id IN (?) AND updated_at > ?',
user.id, pending_action_state_ids, Time.zone.now-1.day
).limit(100).map(&:id)
all_ticket_ids = own_ticket_ids.concat(closed_ticket_ids).concat(pending_action_ticket_ids).uniq
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# get count where user worked on
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count = History.select('DISTINCT(o_id)').where(
'histories.created_at >= ? AND histories.history_object_id = ? AND histories.created_by_id = ? AND histories.o_id IN (?)', Time.zone.now - 1.day, history_object.id, user.id, all_ticket_ids
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).count
total = all_ticket_ids.count
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in_process_precent = 0
state = 'supergood'
average_in_percent = '-'
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if total != 0
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in_process_precent = (count * 1000) / ((total * 1000) / 100)
if in_process_precent >= 75
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state = 'supergood'
elsif in_process_precent >= 55
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state = 'good'
elsif in_process_precent >= 40
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state = 'ok'
elsif in_process_precent >= 20
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state = 'bad'
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else
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state = 'superbad'
end
end
{
used_for_average: in_process_precent,
average_per_agent: average_in_percent,
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state: state,
in_process: count,
percent: in_process_precent,
total: total,
}
end
end