2013-03-22 07:11:20 +00:00
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# encoding: utf-8
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require 'test_helper'
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2013-06-07 05:57:52 +00:00
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2013-03-22 07:11:20 +00:00
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class TicketTest < ActiveSupport::TestCase
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test 'ticket create' do
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ticket = Ticket.create(
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:title => 'some title äöüß',
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:group => Group.lookup( :name => 'Users'),
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:customer_id => 2,
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:ticket_state => Ticket::State.lookup( :name => 'new' ),
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:ticket_priority => Ticket::Priority.lookup( :name => '2 normal' ),
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:updated_by_id => 1,
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:created_by_id => 1,
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)
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assert( ticket, "ticket created" )
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assert_equal( ticket.title, 'some title äöüß', 'ticket.title verify' )
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assert_equal( ticket.group.name, 'Users', 'ticket.group verify' )
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assert_equal( ticket.ticket_state.name, 'new', 'ticket.state verify' )
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2013-03-28 23:13:15 +00:00
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# create inbound article
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article_inbound = Ticket::Article.create(
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:ticket_id => ticket.id,
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:from => 'some_sender@example.com',
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:to => 'some_recipient@example.com',
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:subject => 'some subject',
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:message_id => 'some@id',
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:body => 'some message',
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:internal => false,
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:ticket_article_sender => Ticket::Article::Sender.where(:name => 'Customer').first,
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:ticket_article_type => Ticket::Article::Type.where(:name => 'email').first,
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:updated_by_id => 1,
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:created_by_id => 1,
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)
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ticket = Ticket.find(ticket.id)
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assert_equal( ticket.article_count, 1, 'ticket.article_count verify - inbound' )
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2013-04-02 07:12:20 +00:00
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assert_equal( ticket.last_contact.to_s, article_inbound.created_at.to_s, 'ticket.last_contact verify - inbound' )
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assert_equal( ticket.last_contact_customer.to_s, article_inbound.created_at.to_s, 'ticket.last_contact_customer verify - inbound' )
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2013-03-28 23:13:15 +00:00
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assert_equal( ticket.last_contact_agent, nil, 'ticket.last_contact_agent verify - inbound' )
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assert_equal( ticket.first_response, nil, 'ticket.first_response verify - inbound' )
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assert_equal( ticket.close_time, nil, 'ticket.close_time verify - inbound' )
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# create note article
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article_note = Ticket::Article.create(
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:ticket_id => ticket.id,
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:from => 'some persion',
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:subject => 'some note',
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:body => 'some message',
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:internal => true,
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:ticket_article_sender => Ticket::Article::Sender.where(:name => 'Agent').first,
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:ticket_article_type => Ticket::Article::Type.where(:name => 'note').first,
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:updated_by_id => 1,
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:created_by_id => 1,
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)
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ticket = Ticket.find(ticket.id)
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assert_equal( ticket.article_count, 2, 'ticket.article_count verify - note' )
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2013-04-02 07:12:20 +00:00
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assert_equal( ticket.last_contact.to_s, article_inbound.created_at.to_s, 'ticket.last_contact verify - note' )
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assert_equal( ticket.last_contact_customer.to_s, article_inbound.created_at.to_s, 'ticket.last_contact_customer verify - note' )
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2013-03-28 23:13:15 +00:00
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assert_equal( ticket.last_contact_agent, nil, 'ticket.last_contact_agent verify - note' )
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assert_equal( ticket.first_response, nil, 'ticket.first_response verify - note' )
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assert_equal( ticket.close_time, nil, 'ticket.close_time verify - note' )
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# create outbound article
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sleep 10
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article_outbound = Ticket::Article.create(
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:ticket_id => ticket.id,
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:from => 'some_recipient@example.com',
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:to => 'some_sender@example.com',
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:subject => 'some subject',
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:message_id => 'some@id2',
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:body => 'some message 2',
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:internal => false,
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:ticket_article_sender => Ticket::Article::Sender.where(:name => 'Agent').first,
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:ticket_article_type => Ticket::Article::Type.where(:name => 'email').first,
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:updated_by_id => 1,
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:created_by_id => 1,
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)
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ticket = Ticket.find(ticket.id)
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assert_equal( ticket.article_count, 3, 'ticket.article_count verify - outbound' )
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2013-04-02 07:12:20 +00:00
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assert_equal( ticket.last_contact.to_s, article_outbound.created_at.to_s, 'ticket.last_contact verify - outbound' )
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assert_equal( ticket.last_contact_customer.to_s, article_inbound.created_at.to_s, 'ticket.last_contact_customer verify - outbound' )
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assert_equal( ticket.last_contact_agent.to_s, article_outbound.created_at.to_s, 'ticket.last_contact_agent verify - outbound' )
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assert_equal( ticket.first_response.to_s, article_outbound.created_at.to_s, 'ticket.first_response verify - outbound' )
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2013-03-28 23:13:15 +00:00
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assert_equal( ticket.close_time, nil, 'ticket.close_time verify - outbound' )
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ticket.ticket_state_id = Ticket::State.where(:name => 'closed').first.id
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ticket.save
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ticket = Ticket.find(ticket.id)
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assert_equal( ticket.article_count, 3, 'ticket.article_count verify - state update' )
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2013-04-02 07:12:20 +00:00
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assert_equal( ticket.last_contact.to_s, article_outbound.created_at.to_s, 'ticket.last_contact verify - state update' )
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assert_equal( ticket.last_contact_customer.to_s, article_inbound.created_at.to_s, 'ticket.last_contact_customer verify - state update' )
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assert_equal( ticket.last_contact_agent.to_s, article_outbound.created_at.to_s, 'ticket.last_contact_agent verify - state update' )
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assert_equal( ticket.first_response.to_s, article_outbound.created_at.to_s, 'ticket.first_response verify - state update' )
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2013-03-28 23:13:15 +00:00
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assert( ticket.close_time, 'ticket.close_time verify - state update' )
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2013-03-22 07:11:20 +00:00
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delete = ticket.destroy
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assert( delete, "ticket destroy" )
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end
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test 'ticket sla' do
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2013-03-25 12:47:45 +00:00
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# cleanup
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delete = Sla.destroy_all
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assert( delete, "sla destroy_all" )
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delete = Ticket.destroy_all
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assert( delete, "ticket destroy_all" )
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2013-03-22 07:11:20 +00:00
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ticket = Ticket.create(
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:title => 'some title äöüß',
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:group => Group.lookup( :name => 'Users'),
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:customer_id => 2,
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:ticket_state => Ticket::State.lookup( :name => 'new' ),
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:ticket_priority => Ticket::Priority.lookup( :name => '2 normal' ),
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:created_at => '2013-03-21 09:30:00 UTC',
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:updated_at => '2013-03-21 09:30:00 UTC',
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:updated_by_id => 1,
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:created_by_id => 1,
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)
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assert( ticket, "ticket created" )
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assert_equal( ticket.escalation_time, nil, 'ticket.escalation_time verify' )
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sla = Sla.create(
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:name => 'test sla 1',
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:condition => {},
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:data => {
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"Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
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"beginning_of_workday" => "8:00",
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"end_of_workday" => "18:00",
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},
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:first_response_time => 120,
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:update_time => 180,
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:close_time => 240,
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:active => true,
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:updated_by_id => 1,
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:created_by_id => 1,
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)
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ticket = Ticket.find(ticket.id)
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assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.escalation_time verify 1' )
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assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.first_response_escal_date verify 1' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.update_time_escal_date verify 1' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 13:30:00 UTC', 'ticket.close_time_escal_date verify 1' )
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delete = sla.destroy
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assert( delete, "sla destroy 1" )
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sla = Sla.create(
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:name => 'test sla 2',
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:condition => { "tickets.ticket_priority_id" =>["1", "2", "3"] },
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:data => {
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"Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
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"beginning_of_workday" => "8:00",
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"end_of_workday" => "18:00",
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},
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:first_response_time => 60,
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:update_time => 120,
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:close_time => 180,
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:active => true,
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:updated_by_id => 1,
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:created_by_id => 1,
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)
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ticket = Ticket.find(ticket.id)
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assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.escalation_time verify 2' )
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assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 2' )
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assert_equal( ticket.first_response, nil, 'ticket.first_response verify 2' )
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assert_equal( ticket.first_response_in_min, nil, 'ticket.first_response_in_min verify 2' )
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assert_equal( ticket.first_response_diff_in_min, nil, 'ticket.first_response_diff_in_min verify 2' )
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2013-03-23 16:56:18 +00:00
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2013-03-22 07:11:20 +00:00
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.update_time_escal_date verify 2' )
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2013-03-23 16:56:18 +00:00
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assert_equal( ticket.update_time_in_min, nil, 'ticket.update_time_in_min verify 2' )
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assert_equal( ticket.update_time_diff_in_min, nil, 'ticket.update_time_diff_in_min verify 2' )
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2013-03-22 07:11:20 +00:00
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 2' )
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2013-03-23 16:56:18 +00:00
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assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 2' )
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assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 2' )
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2013-03-22 07:11:20 +00:00
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2013-03-23 16:56:18 +00:00
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# set first response in time
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2013-03-22 07:11:20 +00:00
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ticket.update_attributes(
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2013-03-23 16:56:18 +00:00
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:first_response => '2013-03-21 10:00:00 UTC',
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2013-03-22 07:11:20 +00:00
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)
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puts ticket.inspect
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assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.escalation_time verify 3' )
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assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 3' )
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assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 10:00:00 UTC', 'ticket.first_response verify 3' )
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assert_equal( ticket.first_response_in_min, 30, 'ticket.first_response_in_min verify 3' )
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assert_equal( ticket.first_response_diff_in_min, 30, 'ticket.first_response_diff_in_min verify 3' )
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2013-03-23 16:56:18 +00:00
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2013-03-22 07:11:20 +00:00
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.update_time_escal_date verify 3' )
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2013-03-23 16:56:18 +00:00
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assert_equal( ticket.update_time_in_min, nil, 'ticket.update_time_in_min verify 3' )
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assert_equal( ticket.update_time_diff_in_min, nil, 'ticket.update_time_diff_in_min verify 3' )
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2013-03-22 07:11:20 +00:00
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 3' )
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2013-03-23 16:56:18 +00:00
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assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 3' )
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assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 3' )
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2013-06-07 05:57:52 +00:00
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2013-03-23 16:56:18 +00:00
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# set first reponse over time
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ticket.update_attributes(
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:first_response => '2013-03-21 14:00:00 UTC',
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2013-03-22 07:11:20 +00:00
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)
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puts ticket.inspect
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assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.escalation_time verify 4' )
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assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 4' )
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assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 4' )
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assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 4' )
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assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 4' )
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2013-03-23 16:56:18 +00:00
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2013-03-22 07:11:20 +00:00
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.update_time_escal_date verify 4' )
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2013-03-23 16:56:18 +00:00
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assert_equal( ticket.update_time_in_min, nil, 'ticket.update_time_in_min verify 4' )
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assert_equal( ticket.update_time_diff_in_min, nil, 'ticket.update_time_diff_in_min verify 4' )
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2013-03-22 07:11:20 +00:00
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 4' )
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2013-03-23 16:56:18 +00:00
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assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 4' )
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2013-06-07 05:57:52 +00:00
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assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 4' )
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2013-03-23 16:56:18 +00:00
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# set update time in time
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ticket.update_attributes(
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:last_contact_agent => '2013-03-21 11:00:00 UTC',
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)
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assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.escalation_time verify 5' )
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assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 5' )
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assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 5' )
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assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 5' )
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assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 5' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 13:00:00 UTC', 'ticket.update_time_escal_date verify 5' )
|
|
|
|
|
assert_equal( ticket.update_time_in_min, 90, 'ticket.update_time_in_min verify 5' )
|
|
|
|
|
assert_equal( ticket.update_time_diff_in_min, 30, 'ticket.update_time_diff_in_min verify 5' )
|
|
|
|
|
|
|
|
|
|
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 5' )
|
|
|
|
|
assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 5' )
|
|
|
|
|
assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 5' )
|
|
|
|
|
|
|
|
|
|
# set update time over time
|
|
|
|
|
ticket.update_attributes(
|
|
|
|
|
:last_contact_agent => '2013-03-21 12:00:00 UTC',
|
|
|
|
|
)
|
|
|
|
|
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.escalation_time verify 6' )
|
|
|
|
|
|
|
|
|
|
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 6' )
|
|
|
|
|
assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 6' )
|
|
|
|
|
assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 6' )
|
|
|
|
|
assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 6' )
|
|
|
|
|
|
|
|
|
|
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.update_time_escal_date verify 6' )
|
|
|
|
|
assert_equal( ticket.update_time_in_min, 150, 'ticket.update_time_in_min verify 6' )
|
|
|
|
|
assert_equal( ticket.update_time_diff_in_min, -30, 'ticket.update_time_diff_in_min verify 6' )
|
|
|
|
|
|
|
|
|
|
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 6' )
|
|
|
|
|
assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 6' )
|
|
|
|
|
assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 6' )
|
|
|
|
|
|
|
|
|
|
# set close time in time
|
|
|
|
|
ticket.update_attributes(
|
|
|
|
|
:close_time => '2013-03-21 11:30:00 UTC',
|
|
|
|
|
)
|
|
|
|
|
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.escalation_time verify 7' )
|
|
|
|
|
|
|
|
|
|
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 7' )
|
|
|
|
|
assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 7' )
|
|
|
|
|
assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 7' )
|
|
|
|
|
assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 7' )
|
|
|
|
|
|
|
|
|
|
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.update_time_escal_date verify 7' )
|
|
|
|
|
assert_equal( ticket.update_time_in_min, 150, 'ticket.update_time_in_min verify 7' )
|
|
|
|
|
assert_equal( ticket.update_time_diff_in_min, -30, 'ticket.update_time_diff_in_min verify 7' )
|
|
|
|
|
|
|
|
|
|
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 7' )
|
|
|
|
|
assert_equal( ticket.close_time_in_min, 120, 'ticket.close_time_in_min verify 7' )
|
|
|
|
|
assert_equal( ticket.close_time_diff_in_min, 60, 'ticket.close_time_diff_in_min verify 7' )
|
|
|
|
|
|
|
|
|
|
# set close time over time
|
|
|
|
|
ticket.update_attributes(
|
|
|
|
|
:close_time => '2013-03-21 13:00:00 UTC',
|
|
|
|
|
)
|
|
|
|
|
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.escalation_time verify 8' )
|
|
|
|
|
|
|
|
|
|
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 8' )
|
|
|
|
|
assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 8' )
|
|
|
|
|
assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 8' )
|
|
|
|
|
assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 8' )
|
|
|
|
|
|
|
|
|
|
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.update_time_escal_date verify 8' )
|
|
|
|
|
assert_equal( ticket.update_time_in_min, 150, 'ticket.update_time_in_min verify 8' )
|
|
|
|
|
assert_equal( ticket.update_time_diff_in_min, -30, 'ticket.update_time_diff_in_min verify 8' )
|
|
|
|
|
|
|
|
|
|
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 8' )
|
|
|
|
|
assert_equal( ticket.close_time_in_min, 210, 'ticket.close_time_in_min verify 8' )
|
|
|
|
|
assert_equal( ticket.close_time_diff_in_min, -30, 'ticket.close_time_diff_in_min verify 8' )
|
|
|
|
|
|
|
|
|
|
# set close time over time
|
|
|
|
|
ticket.update_attributes(
|
|
|
|
|
:ticket_state => Ticket::State.lookup( :name => 'closed' )
|
|
|
|
|
)
|
|
|
|
|
assert_equal( ticket.escalation_time, nil, 'ticket.escalation_time verify 9' )
|
|
|
|
|
|
|
|
|
|
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 9' )
|
|
|
|
|
assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 9' )
|
|
|
|
|
assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 9' )
|
|
|
|
|
assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 9' )
|
|
|
|
|
|
|
|
|
|
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.update_time_escal_date verify 9' )
|
|
|
|
|
assert_equal( ticket.update_time_in_min, 150, 'ticket.update_time_in_min verify 9' )
|
|
|
|
|
assert_equal( ticket.update_time_diff_in_min, -30, 'ticket.update_time_diff_in_min verify 9' )
|
|
|
|
|
|
|
|
|
|
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 9' )
|
|
|
|
|
assert_equal( ticket.close_time_in_min, 210, 'ticket.close_time_in_min verify 9' )
|
|
|
|
|
assert_equal( ticket.close_time_diff_in_min, -30, 'ticket.close_time_diff_in_min verify 9' )
|
2013-03-22 07:11:20 +00:00
|
|
|
|
2013-03-28 23:13:15 +00:00
|
|
|
delete = ticket.destroy
|
|
|
|
|
assert( delete, "ticket destroy" )
|
|
|
|
|
|
|
|
|
|
ticket = Ticket.create(
|
|
|
|
|
:title => 'some title äöüß',
|
|
|
|
|
:group => Group.lookup( :name => 'Users'),
|
|
|
|
|
:customer_id => 2,
|
|
|
|
|
:ticket_state => Ticket::State.lookup( :name => 'new' ),
|
|
|
|
|
:ticket_priority => Ticket::Priority.lookup( :name => '2 normal' ),
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
2013-04-02 09:42:39 +00:00
|
|
|
:created_at => '2013-03-28 23:49:00 UTC',
|
|
|
|
|
:updated_at => '2013-03-28 23:49:00 UTC',
|
2013-03-28 23:13:15 +00:00
|
|
|
)
|
|
|
|
|
assert( ticket, "ticket created" )
|
|
|
|
|
|
|
|
|
|
assert_equal( ticket.title, 'some title äöüß', 'ticket.title verify' )
|
|
|
|
|
assert_equal( ticket.group.name, 'Users', 'ticket.group verify' )
|
|
|
|
|
assert_equal( ticket.ticket_state.name, 'new', 'ticket.state verify' )
|
|
|
|
|
|
|
|
|
|
# create inbound article
|
|
|
|
|
article_inbound = Ticket::Article.create(
|
|
|
|
|
:ticket_id => ticket.id,
|
|
|
|
|
:from => 'some_sender@example.com',
|
|
|
|
|
:to => 'some_recipient@example.com',
|
|
|
|
|
:subject => 'some subject',
|
|
|
|
|
:message_id => 'some@id',
|
|
|
|
|
:body => 'some message',
|
|
|
|
|
:internal => false,
|
|
|
|
|
:ticket_article_sender => Ticket::Article::Sender.where(:name => 'Customer').first,
|
|
|
|
|
:ticket_article_type => Ticket::Article::Type.where(:name => 'email').first,
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
:created_at => '2013-03-28 23:49:00 UTC',
|
|
|
|
|
:updated_at => '2013-03-28 23:49:00 UTC',
|
|
|
|
|
)
|
|
|
|
|
ticket = Ticket.find(ticket.id)
|
|
|
|
|
assert_equal( ticket.article_count, 1, 'ticket.article_count verify - inbound' )
|
2013-04-02 07:12:20 +00:00
|
|
|
assert_equal( ticket.last_contact.to_s, article_inbound.created_at.to_s, 'ticket.last_contact verify - inbound' )
|
|
|
|
|
assert_equal( ticket.last_contact_customer.to_s, article_inbound.created_at.to_s, 'ticket.last_contact_customer verify - inbound' )
|
2013-03-28 23:13:15 +00:00
|
|
|
assert_equal( ticket.last_contact_agent, nil, 'ticket.last_contact_agent verify - inbound' )
|
|
|
|
|
assert_equal( ticket.first_response, nil, 'ticket.first_response verify - inbound' )
|
|
|
|
|
assert_equal( ticket.close_time, nil, 'ticket.close_time verify - inbound' )
|
|
|
|
|
|
|
|
|
|
# create outbound article
|
|
|
|
|
article_outbound = Ticket::Article.create(
|
|
|
|
|
:ticket_id => ticket.id,
|
|
|
|
|
:from => 'some_recipient@example.com',
|
|
|
|
|
:to => 'some_sender@example.com',
|
|
|
|
|
:subject => 'some subject',
|
|
|
|
|
:message_id => 'some@id2',
|
|
|
|
|
:body => 'some message 2',
|
|
|
|
|
:internal => false,
|
|
|
|
|
:ticket_article_sender => Ticket::Article::Sender.where(:name => 'Agent').first,
|
|
|
|
|
:ticket_article_type => Ticket::Article::Type.where(:name => 'email').first,
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
:created_at => '2013-03-29 08:00:03 UTC',
|
|
|
|
|
:updated_at => '2013-03-29 08:00:03 UTC',
|
|
|
|
|
)
|
|
|
|
|
|
|
|
|
|
ticket = Ticket.find(ticket.id)
|
|
|
|
|
assert_equal( ticket.article_count, 2, 'ticket.article_count verify - outbound' )
|
2013-04-02 07:12:20 +00:00
|
|
|
assert_equal( ticket.last_contact.to_s, article_outbound.created_at.to_s, 'ticket.last_contact verify - outbound' )
|
|
|
|
|
assert_equal( ticket.last_contact_customer.to_s, article_inbound.created_at.to_s, 'ticket.last_contact_customer verify - outbound' )
|
|
|
|
|
assert_equal( ticket.last_contact_agent.to_s, article_outbound.created_at.to_s, 'ticket.last_contact_agent verify - outbound' )
|
|
|
|
|
assert_equal( ticket.first_response.to_s, article_outbound.created_at.to_s, 'ticket.first_response verify - outbound' )
|
2013-03-28 23:13:15 +00:00
|
|
|
assert_equal( ticket.first_response_in_min, 0, 'ticket.first_response_in_min verify - outbound' )
|
|
|
|
|
assert_equal( ticket.first_response_diff_in_min, 60, 'ticket.first_response_diff_in_min verify - outbound' )
|
|
|
|
|
assert_equal( ticket.close_time, nil, 'ticket.close_time verify - outbound' )
|
2013-03-22 07:11:20 +00:00
|
|
|
|
|
|
|
|
delete = ticket.destroy
|
|
|
|
|
assert( delete, "ticket destroy" )
|
2013-03-28 23:13:15 +00:00
|
|
|
|
|
|
|
|
|
2013-04-02 13:03:01 +00:00
|
|
|
ticket = Ticket.create(
|
|
|
|
|
:title => 'some title äöüß',
|
|
|
|
|
:group => Group.lookup( :name => 'Users'),
|
|
|
|
|
:customer_id => 2,
|
|
|
|
|
:ticket_state => Ticket::State.lookup( :name => 'new' ),
|
|
|
|
|
:ticket_priority => Ticket::Priority.lookup( :name => '2 normal' ),
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
:created_at => '2013-03-28 23:49:00 UTC',
|
|
|
|
|
:updated_at => '2013-03-28 23:49:00 UTC',
|
|
|
|
|
)
|
|
|
|
|
assert( ticket, "ticket created" )
|
|
|
|
|
|
|
|
|
|
assert_equal( ticket.title, 'some title äöüß', 'ticket.title verify' )
|
|
|
|
|
assert_equal( ticket.group.name, 'Users', 'ticket.group verify' )
|
|
|
|
|
assert_equal( ticket.ticket_state.name, 'new', 'ticket.state verify' )
|
|
|
|
|
|
|
|
|
|
# create inbound article
|
|
|
|
|
article_inbound = Ticket::Article.create(
|
|
|
|
|
:ticket_id => ticket.id,
|
|
|
|
|
:from => 'some_sender@example.com',
|
|
|
|
|
:subject => 'some subject',
|
|
|
|
|
:message_id => 'some@id',
|
|
|
|
|
:body => 'some message',
|
|
|
|
|
:internal => false,
|
|
|
|
|
:ticket_article_sender => Ticket::Article::Sender.where(:name => 'Customer').first,
|
|
|
|
|
:ticket_article_type => Ticket::Article::Type.where(:name => 'phone').first,
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
:created_at => '2013-03-28 23:49:00 UTC',
|
|
|
|
|
:updated_at => '2013-03-28 23:49:00 UTC',
|
|
|
|
|
)
|
|
|
|
|
ticket = Ticket.find(ticket.id)
|
|
|
|
|
assert_equal( ticket.article_count, 1, 'ticket.article_count verify - inbound' )
|
|
|
|
|
assert_equal( ticket.last_contact.to_s, article_inbound.created_at.to_s, 'ticket.last_contact verify - inbound' )
|
|
|
|
|
assert_equal( ticket.last_contact_customer.to_s, article_inbound.created_at.to_s, 'ticket.last_contact_customer verify - inbound' )
|
|
|
|
|
assert_equal( ticket.last_contact_agent, nil, 'ticket.last_contact_agent verify - inbound' )
|
|
|
|
|
assert_equal( ticket.first_response.to_s, article_inbound.created_at.to_s, 'ticket.first_response verify - inbound' )
|
|
|
|
|
assert_equal( ticket.close_time, nil, 'ticket.close_time verify - inbound' )
|
|
|
|
|
|
2013-03-28 23:13:15 +00:00
|
|
|
delete = sla.destroy
|
|
|
|
|
assert( delete, "sla destroy" )
|
|
|
|
|
|
2013-03-22 07:11:20 +00:00
|
|
|
delete = sla.destroy
|
|
|
|
|
assert( delete, "sla destroy" )
|
|
|
|
|
end
|
2013-06-07 05:57:52 +00:00
|
|
|
|
|
|
|
|
test 'ticket sla + timezone' do
|
|
|
|
|
|
|
|
|
|
# cleanup
|
|
|
|
|
delete = Sla.destroy_all
|
|
|
|
|
assert( delete, "sla destroy_all" )
|
|
|
|
|
delete = Ticket.destroy_all
|
|
|
|
|
assert( delete, "ticket destroy_all" )
|
|
|
|
|
|
|
|
|
|
ticket = Ticket.create(
|
|
|
|
|
:title => 'some title äöüß',
|
|
|
|
|
:group => Group.lookup( :name => 'Users'),
|
|
|
|
|
:customer_id => 2,
|
|
|
|
|
:ticket_state => Ticket::State.lookup( :name => 'new' ),
|
|
|
|
|
:ticket_priority => Ticket::Priority.lookup( :name => '2 normal' ),
|
|
|
|
|
:created_at => '2013-03-21 09:30:00 UTC',
|
|
|
|
|
:updated_at => '2013-03-21 09:30:00 UTC',
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
)
|
|
|
|
|
assert( ticket, "ticket created" )
|
|
|
|
|
assert_equal( ticket.escalation_time, nil, 'ticket.escalation_time verify' )
|
|
|
|
|
|
2013-06-07 13:51:56 +00:00
|
|
|
# set sla's for timezone "Europe/Berlin" wintertime (+1), so UTC times are 8:00-17:00
|
2013-06-07 05:57:52 +00:00
|
|
|
sla = Sla.create(
|
|
|
|
|
:name => 'test sla 1',
|
|
|
|
|
:condition => {},
|
|
|
|
|
:data => {
|
|
|
|
|
"Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
|
|
|
|
|
"beginning_of_workday" => "9:00",
|
|
|
|
|
"end_of_workday" => "18:00",
|
|
|
|
|
},
|
|
|
|
|
:timezone => 'Europe/Berlin',
|
|
|
|
|
:first_response_time => 120,
|
|
|
|
|
:update_time => 180,
|
|
|
|
|
:close_time => 240,
|
|
|
|
|
:active => true,
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
)
|
|
|
|
|
ticket = Ticket.find(ticket.id)
|
2013-06-07 13:51:56 +00:00
|
|
|
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.escalation_time verify 1' )
|
|
|
|
|
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.first_response_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.update_time_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 13:30:00 UTC', 'ticket.close_time_escal_date verify 1' )
|
2013-06-07 05:57:52 +00:00
|
|
|
|
|
|
|
|
delete = sla.destroy
|
|
|
|
|
assert( delete, "sla destroy" )
|
|
|
|
|
|
|
|
|
|
delete = ticket.destroy
|
|
|
|
|
assert( delete, "ticket destroy" )
|
|
|
|
|
ticket = Ticket.create(
|
|
|
|
|
:title => 'some title äöüß',
|
|
|
|
|
:group => Group.lookup( :name => 'Users'),
|
|
|
|
|
:customer_id => 2,
|
|
|
|
|
:ticket_state => Ticket::State.lookup( :name => 'new' ),
|
|
|
|
|
:ticket_priority => Ticket::Priority.lookup( :name => '2 normal' ),
|
|
|
|
|
:created_at => '2013-10-21 09:30:00 UTC',
|
|
|
|
|
:updated_at => '2013-10-21 09:30:00 UTC',
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
)
|
|
|
|
|
assert( ticket, "ticket created" )
|
|
|
|
|
assert_equal( ticket.escalation_time, nil, 'ticket.escalation_time verify' )
|
|
|
|
|
|
2013-06-07 13:51:56 +00:00
|
|
|
# set sla's for timezone "Europe/Berlin" summertime (+2), so UTC times are 7:00-16:00
|
2013-06-07 05:57:52 +00:00
|
|
|
sla = Sla.create(
|
|
|
|
|
:name => 'test sla 1',
|
|
|
|
|
:condition => {},
|
|
|
|
|
:data => {
|
|
|
|
|
"Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
|
|
|
|
|
"beginning_of_workday" => "9:00",
|
|
|
|
|
"end_of_workday" => "18:00",
|
|
|
|
|
},
|
|
|
|
|
:timezone => 'Europe/Berlin',
|
|
|
|
|
:first_response_time => 120,
|
|
|
|
|
:update_time => 180,
|
|
|
|
|
:close_time => 240,
|
|
|
|
|
:active => true,
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
)
|
|
|
|
|
ticket = Ticket.find(ticket.id)
|
2013-06-07 13:51:56 +00:00
|
|
|
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-10-21 11:30:00 UTC', 'ticket.escalation_time verify 1' )
|
|
|
|
|
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-10-21 11:30:00 UTC', 'ticket.first_response_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-10-21 12:30:00 UTC', 'ticket.update_time_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-10-21 13:30:00 UTC', 'ticket.close_time_escal_date verify 1' )
|
2013-06-07 05:57:52 +00:00
|
|
|
|
|
|
|
|
delete = ticket.destroy
|
|
|
|
|
assert( delete, "ticket destroy" )
|
|
|
|
|
|
|
|
|
|
delete = sla.destroy
|
|
|
|
|
assert( delete, "sla destroy" )
|
2013-06-07 13:51:56 +00:00
|
|
|
|
|
|
|
|
ticket = Ticket.create(
|
|
|
|
|
:title => 'some title äöüß',
|
|
|
|
|
:group => Group.lookup( :name => 'Users'),
|
|
|
|
|
:customer_id => 2,
|
|
|
|
|
:ticket_state => Ticket::State.lookup( :name => 'new' ),
|
|
|
|
|
:ticket_priority => Ticket::Priority.lookup( :name => '2 normal' ),
|
|
|
|
|
:created_at => '2013-10-21 06:30:00 UTC',
|
|
|
|
|
:updated_at => '2013-10-21 06:30:00 UTC',
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
)
|
|
|
|
|
assert( ticket, "ticket created" )
|
|
|
|
|
assert_equal( ticket.escalation_time, nil, 'ticket.escalation_time verify' )
|
|
|
|
|
|
|
|
|
|
# set sla's for timezone "Europe/Berlin" summertime (+2), so UTC times are 7:00-16:00
|
|
|
|
|
sla = Sla.create(
|
|
|
|
|
:name => 'test sla 1',
|
|
|
|
|
:condition => {},
|
|
|
|
|
:data => {
|
|
|
|
|
"Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
|
|
|
|
|
"beginning_of_workday" => "9:00",
|
|
|
|
|
"end_of_workday" => "18:00",
|
|
|
|
|
},
|
|
|
|
|
:timezone => 'Europe/Berlin',
|
|
|
|
|
:first_response_time => 120,
|
|
|
|
|
:update_time => 180,
|
|
|
|
|
:close_time => 240,
|
|
|
|
|
:active => true,
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
)
|
|
|
|
|
ticket = Ticket.find(ticket.id)
|
|
|
|
|
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-10-21 09:00:00 UTC', 'ticket.escalation_time verify 1' )
|
|
|
|
|
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-10-21 09:00:00 UTC', 'ticket.first_response_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-10-21 10:00:00 UTC', 'ticket.update_time_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-10-21 11:00:00 UTC', 'ticket.close_time_escal_date verify 1' )
|
|
|
|
|
|
|
|
|
|
delete = sla.destroy
|
|
|
|
|
assert( delete, "sla destroy" )
|
|
|
|
|
|
|
|
|
|
delete = ticket.destroy
|
|
|
|
|
assert( delete, "ticket destroy" )
|
|
|
|
|
|
2013-06-13 10:00:03 +00:00
|
|
|
end
|
|
|
|
|
|
|
|
|
|
test 'ticket escalation suspend' do
|
2013-06-12 14:57:29 +00:00
|
|
|
ticket = Ticket.create(
|
|
|
|
|
:title => 'some title äöüß3',
|
|
|
|
|
:group => Group.lookup( :name => 'Users'),
|
|
|
|
|
:customer_id => 2,
|
|
|
|
|
:ticket_state => Ticket::State.lookup( :name => 'new' ),
|
|
|
|
|
:ticket_priority => Ticket::Priority.lookup( :name => '2 normal' ),
|
|
|
|
|
:created_at => '2013-06-04 09:00:00 UTC',
|
|
|
|
|
:updated_at => '2013-06-04 09:00:00 UTC',
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
)
|
|
|
|
|
assert( ticket, 'ticket created' )
|
|
|
|
|
|
|
|
|
|
# set ticket at 10:00 to pending
|
2013-06-14 08:06:17 +00:00
|
|
|
History.add(
|
2013-06-12 14:57:29 +00:00
|
|
|
:history_type => 'updated',
|
|
|
|
|
:history_object => 'Ticket',
|
|
|
|
|
:history_attribute => 'ticket_state',
|
|
|
|
|
:o_id => ticket.id,
|
|
|
|
|
:id_to => 3,
|
|
|
|
|
:id_from => 2,
|
|
|
|
|
:value_from => 'open',
|
|
|
|
|
:value_to => 'pending',
|
|
|
|
|
:created_by_id => 1,
|
2013-07-19 20:10:35 +00:00
|
|
|
:created_at => '2013-06-04 10:00:00 UTC',
|
|
|
|
|
:updated_at => '2013-06-04 10:00:00 UTC',
|
2013-06-12 14:57:29 +00:00
|
|
|
)
|
|
|
|
|
|
|
|
|
|
# set ticket at 10:30 to open
|
2013-06-14 08:06:17 +00:00
|
|
|
History.add(
|
2013-06-12 14:57:29 +00:00
|
|
|
:history_type => 'updated',
|
|
|
|
|
:history_object => 'Ticket',
|
|
|
|
|
:history_attribute => 'ticket_state',
|
|
|
|
|
:o_id => ticket.id,
|
|
|
|
|
:id_to => 2,
|
|
|
|
|
:id_from => 3,
|
|
|
|
|
:value_from => 'pending',
|
|
|
|
|
:value_to => 'open',
|
|
|
|
|
:created_by_id => 1,
|
2013-07-19 20:10:35 +00:00
|
|
|
:created_at => '2013-06-04 10:30:00 UTC',
|
|
|
|
|
:updated_at => '2013-06-04 10:30:00 UTC'
|
|
|
|
|
)
|
2013-06-12 14:57:29 +00:00
|
|
|
|
2013-07-19 20:10:35 +00:00
|
|
|
# set update time
|
|
|
|
|
ticket.update_attributes(
|
|
|
|
|
:last_contact_agent => '2013-06-04 10:15:00 UTC',
|
|
|
|
|
)
|
2013-06-13 19:15:52 +00:00
|
|
|
|
2013-07-19 20:10:35 +00:00
|
|
|
# set first response time
|
2013-06-12 14:57:29 +00:00
|
|
|
ticket.update_attributes(
|
|
|
|
|
:first_response => '2013-06-04 10:45:00 UTC',
|
|
|
|
|
)
|
2013-06-13 19:23:54 +00:00
|
|
|
|
2013-06-12 14:57:29 +00:00
|
|
|
# set ticket from 11:30 to closed
|
2013-06-14 08:06:17 +00:00
|
|
|
History.add(
|
2013-06-12 14:57:29 +00:00
|
|
|
:history_type => 'updated',
|
|
|
|
|
:history_object => 'Ticket',
|
|
|
|
|
:history_attribute => 'ticket_state',
|
|
|
|
|
:o_id => ticket.id,
|
|
|
|
|
:id_to => 3,
|
|
|
|
|
:id_from => 2,
|
2013-06-13 13:19:50 +00:00
|
|
|
:value_from => 'open',
|
2013-06-12 14:57:29 +00:00
|
|
|
:value_to => 'closed',
|
|
|
|
|
:created_by_id => 1,
|
2013-07-19 20:10:35 +00:00
|
|
|
:created_at => '2013-06-04 12:00:00 UTC',
|
|
|
|
|
:updated_at => '2013-06-04 12:00:00 UTC'
|
2013-06-12 14:57:29 +00:00
|
|
|
)
|
|
|
|
|
|
|
|
|
|
ticket.update_attributes(
|
|
|
|
|
:close_time => '2013-06-04 12:00:00 UTC',
|
|
|
|
|
)
|
|
|
|
|
|
2013-07-19 20:10:35 +00:00
|
|
|
# set sla's for timezone "Europe/Berlin" summertime (+2), so UTC times are 7:00-16:00
|
2013-06-12 14:57:29 +00:00
|
|
|
sla = Sla.create(
|
|
|
|
|
:name => 'test sla 1',
|
|
|
|
|
:condition => {},
|
|
|
|
|
:data => {
|
|
|
|
|
"Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
|
|
|
|
|
"beginning_of_workday" => "9:00",
|
|
|
|
|
"end_of_workday" => "18:00",
|
|
|
|
|
},
|
|
|
|
|
:timezone => 'Europe/Berlin',
|
|
|
|
|
:first_response_time => 120,
|
|
|
|
|
:update_time => 180,
|
2013-07-19 20:10:35 +00:00
|
|
|
:close_time => 250,
|
2013-06-12 14:57:29 +00:00
|
|
|
:active => true,
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
)
|
|
|
|
|
ticket = Ticket.find(ticket.id)
|
2013-07-19 20:10:35 +00:00
|
|
|
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-06-04 13:30:00 UTC', 'ticket.escalation_time verify 1' )
|
2013-06-12 14:57:29 +00:00
|
|
|
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-06-04 11:30:00 UTC', 'ticket.first_response_escal_date verify 1' )
|
2013-06-13 13:19:50 +00:00
|
|
|
assert_equal( ticket.first_response_in_min, 75, 'ticket.first_response_in_min verify 3' )
|
|
|
|
|
assert_equal( ticket.first_response_diff_in_min, 45, 'ticket.first_response_diff_in_min verify 3' )
|
2013-07-19 20:10:35 +00:00
|
|
|
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-06-04 13:30:00 UTC', 'ticket.update_time_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-06-04 13:40:00 UTC', 'ticket.close_time_escal_date verify 1' )
|
2013-06-13 13:19:50 +00:00
|
|
|
assert_equal( ticket.close_time_in_min, 150, 'ticket.close_time_in_min verify 3' )
|
2013-07-19 20:10:35 +00:00
|
|
|
assert_equal( ticket.close_time_diff_in_min, 100, 'ticket.close_time_diff_in_min# verify 3' )
|
2013-06-12 14:57:29 +00:00
|
|
|
delete = sla.destroy
|
|
|
|
|
assert( delete, "sla destroy" )
|
|
|
|
|
|
|
|
|
|
delete = ticket.destroy
|
|
|
|
|
assert( delete, "ticket destroy" )
|
|
|
|
|
|
2013-07-19 20:10:35 +00:00
|
|
|
# test Ticket created in state pending and closed without reopen or state change
|
2013-07-18 14:06:58 +00:00
|
|
|
ticket = Ticket.create(
|
|
|
|
|
:title => 'some title äöüß3',
|
|
|
|
|
:group => Group.lookup( :name => 'Users'),
|
|
|
|
|
:customer_id => 2,
|
|
|
|
|
:ticket_state => Ticket::State.lookup( :name => 'pending' ),
|
|
|
|
|
:ticket_priority => Ticket::Priority.lookup( :name => '2 normal' ),
|
|
|
|
|
:created_at => '2013-06-04 09:00:00 UTC',
|
|
|
|
|
:updated_at => '2013-06-04 09:00:00 UTC',
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
)
|
|
|
|
|
assert( ticket, 'ticket created' )
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
# set ticket from 11:30 to closed
|
|
|
|
|
History.add(
|
|
|
|
|
:history_type => 'updated',
|
|
|
|
|
:history_object => 'Ticket',
|
|
|
|
|
:history_attribute => 'ticket_state',
|
|
|
|
|
:o_id => ticket.id,
|
|
|
|
|
:id_to => 4,
|
|
|
|
|
:id_from => 3,
|
|
|
|
|
:value_from => 'pending',
|
|
|
|
|
:value_to => 'closed',
|
|
|
|
|
:created_by_id => 1,
|
2013-07-19 20:10:35 +00:00
|
|
|
:created_at => '2013-06-04 12:00:00 UTC',
|
|
|
|
|
:updated_at => '2013-06-04 12:00:00 UTC',
|
2013-07-18 14:06:58 +00:00
|
|
|
)
|
|
|
|
|
ticket.update_attributes(
|
|
|
|
|
:close_time => '2013-06-04 12:00:00 UTC',
|
|
|
|
|
)
|
|
|
|
|
|
|
|
|
|
sla = Sla.create(
|
|
|
|
|
:name => 'test sla 1',
|
|
|
|
|
:condition => {},
|
|
|
|
|
:data => {
|
|
|
|
|
"Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
|
|
|
|
|
"beginning_of_workday" => "9:00",
|
|
|
|
|
"end_of_workday" => "18:00",
|
|
|
|
|
},
|
|
|
|
|
:first_response_time => 120,
|
|
|
|
|
:update_time => 180,
|
|
|
|
|
:close_time => 240,
|
|
|
|
|
:active => true,
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
)
|
|
|
|
|
ticket = Ticket.find(ticket.id)
|
|
|
|
|
|
2013-07-19 20:10:35 +00:00
|
|
|
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-06-04 14:00:00 UTC', 'ticket.escalation_time verify 1' )
|
2013-07-19 09:10:53 +00:00
|
|
|
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-06-04 14:00:00 UTC', 'ticket.first_response_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.first_response_in_min, nil, 'ticket.first_response_in_min verify 3' )
|
|
|
|
|
assert_equal( ticket.first_response_diff_in_min, nil, 'ticket.first_response_diff_in_min verify 3' )
|
|
|
|
|
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-06-04 15:00:00 UTC', 'ticket.update_time_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-06-04 16:00:00 UTC', 'ticket.close_time_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.close_time_in_min, 0, 'ticket.close_time_in_min verify 3' )
|
2013-07-19 20:10:35 +00:00
|
|
|
assert_equal( ticket.close_time_diff_in_min, 240, 'ticket.close_time_diff_in_min# verify 3' )
|
2013-07-18 14:06:58 +00:00
|
|
|
|
|
|
|
|
delete = sla.destroy
|
|
|
|
|
assert( delete, "sla destroy" )
|
|
|
|
|
|
|
|
|
|
delete = ticket.destroy
|
|
|
|
|
assert( delete, "ticket destroy" )
|
|
|
|
|
|
|
|
|
|
|
2013-07-19 20:10:35 +00:00
|
|
|
# test Ticket created in state pending, changed state to openen, back to pending and closed
|
2013-07-18 14:06:58 +00:00
|
|
|
ticket = Ticket.create(
|
|
|
|
|
:title => 'some title äöüß3',
|
|
|
|
|
:group => Group.lookup( :name => 'Users'),
|
|
|
|
|
:customer_id => 2,
|
|
|
|
|
:ticket_state => Ticket::State.lookup( :name => 'pending' ),
|
|
|
|
|
:ticket_priority => Ticket::Priority.lookup( :name => '2 normal' ),
|
|
|
|
|
:created_at => '2013-06-04 09:00:00 UTC',
|
|
|
|
|
:updated_at => '2013-06-04 09:00:00 UTC',
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
)
|
|
|
|
|
assert( ticket, 'ticket created' )
|
|
|
|
|
|
2013-07-19 20:10:35 +00:00
|
|
|
# state change to open 10:30
|
2013-07-18 14:06:58 +00:00
|
|
|
History.add(
|
|
|
|
|
:history_type => 'updated',
|
|
|
|
|
:history_object => 'Ticket',
|
|
|
|
|
:history_attribute => 'ticket_state',
|
|
|
|
|
:o_id => ticket.id,
|
|
|
|
|
:id_to => 2,
|
|
|
|
|
:id_from => 3,
|
|
|
|
|
:value_from => 'pending',
|
|
|
|
|
:value_to => 'open',
|
|
|
|
|
:created_by_id => 1,
|
2013-07-19 20:10:35 +00:00
|
|
|
:created_at => '2013-06-04 10:30:00 UTC',
|
|
|
|
|
:updated_at => '2013-06-04 10:30:00 UTC',
|
2013-07-18 14:06:58 +00:00
|
|
|
)
|
|
|
|
|
|
2013-07-19 20:10:35 +00:00
|
|
|
# state change to pending 11:00
|
2013-07-18 14:06:58 +00:00
|
|
|
History.add(
|
|
|
|
|
:history_type => 'updated',
|
|
|
|
|
:history_object => 'Ticket',
|
|
|
|
|
:history_attribute => 'ticket_state',
|
|
|
|
|
:o_id => ticket.id,
|
|
|
|
|
:id_to => 3,
|
|
|
|
|
:id_from => 2,
|
|
|
|
|
:value_from => 'open',
|
|
|
|
|
:value_to => 'pending',
|
|
|
|
|
:created_by_id => 1,
|
2013-07-19 20:10:35 +00:00
|
|
|
:created_at => '2013-06-04 11:00:00 UTC',
|
|
|
|
|
:updated_at => '2013-06-04 11:00:00 UTC',
|
2013-07-18 14:06:58 +00:00
|
|
|
)
|
|
|
|
|
|
|
|
|
|
# set ticket from 12:00 to closed
|
|
|
|
|
History.add(
|
|
|
|
|
:history_type => 'updated',
|
|
|
|
|
:history_object => 'Ticket',
|
|
|
|
|
:history_attribute => 'ticket_state',
|
|
|
|
|
:o_id => ticket.id,
|
|
|
|
|
:id_to => 4,
|
|
|
|
|
:id_from => 3,
|
|
|
|
|
:value_from => 'pending',
|
|
|
|
|
:value_to => 'closed',
|
|
|
|
|
:created_by_id => 1,
|
2013-07-19 20:10:35 +00:00
|
|
|
:created_at => '2013-06-04 12:00:00 UTC',
|
|
|
|
|
:updated_at => '2013-06-04 12:00:00 UTC',
|
2013-07-18 14:06:58 +00:00
|
|
|
)
|
|
|
|
|
ticket.update_attributes(
|
|
|
|
|
:close_time => '2013-06-04 12:00:00 UTC',
|
|
|
|
|
)
|
|
|
|
|
|
|
|
|
|
sla = Sla.create(
|
|
|
|
|
:name => 'test sla 1',
|
|
|
|
|
:condition => {},
|
|
|
|
|
:data => {
|
|
|
|
|
"Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
|
|
|
|
|
"beginning_of_workday" => "9:00",
|
|
|
|
|
"end_of_workday" => "18:00",
|
|
|
|
|
},
|
|
|
|
|
:first_response_time => 120,
|
|
|
|
|
:update_time => 180,
|
|
|
|
|
:close_time => 240,
|
|
|
|
|
:active => true,
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
)
|
|
|
|
|
ticket = Ticket.find(ticket.id)
|
|
|
|
|
|
2013-07-19 20:10:35 +00:00
|
|
|
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-06-04 13:30:00 UTC', 'ticket.escalation_time verify 1' )
|
2013-07-19 09:10:53 +00:00
|
|
|
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-06-04 13:30:00 UTC', 'ticket.first_response_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.first_response_in_min, nil, 'ticket.first_response_in_min verify 3' )
|
|
|
|
|
assert_equal( ticket.first_response_diff_in_min, nil, 'ticket.first_response_diff_in_min verify 3' )
|
|
|
|
|
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-06-04 14:30:00 UTC', 'ticket.update_time_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-06-04 15:30:00 UTC', 'ticket.close_time_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.close_time_in_min, 30, 'ticket.close_time_in_min verify 3' )
|
2013-07-19 20:10:35 +00:00
|
|
|
assert_equal( ticket.close_time_diff_in_min, 210, 'ticket.close_time_diff_in_min# verify 3' )
|
2013-07-18 14:06:58 +00:00
|
|
|
|
|
|
|
|
delete = sla.destroy
|
|
|
|
|
assert( delete, "sla destroy" )
|
|
|
|
|
|
|
|
|
|
delete = ticket.destroy
|
|
|
|
|
assert( delete, "ticket destroy" )
|
|
|
|
|
|
|
|
|
|
### Test Ticket created in state pending, changed state to openen, back to pending and back to open then
|
|
|
|
|
### close ticket
|
|
|
|
|
ticket = Ticket.create(
|
|
|
|
|
:title => 'some title äöüß3',
|
|
|
|
|
:group => Group.lookup( :name => 'Users'),
|
|
|
|
|
:customer_id => 2,
|
|
|
|
|
:ticket_state => Ticket::State.lookup( :name => 'pending' ),
|
|
|
|
|
:ticket_priority => Ticket::Priority.lookup( :name => '2 normal' ),
|
|
|
|
|
:created_at => '2013-06-04 09:00:00 UTC',
|
|
|
|
|
:updated_at => '2013-06-04 09:00:00 UTC',
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
)
|
|
|
|
|
assert( ticket, 'ticket created' )
|
2013-07-19 20:10:35 +00:00
|
|
|
|
|
|
|
|
# state change to open from pending
|
2013-07-18 14:06:58 +00:00
|
|
|
History.add(
|
|
|
|
|
:history_type => 'updated',
|
|
|
|
|
:history_object => 'Ticket',
|
|
|
|
|
:history_attribute => 'ticket_state',
|
|
|
|
|
:o_id => ticket.id,
|
|
|
|
|
:id_to => 2,
|
|
|
|
|
:id_from => 3,
|
|
|
|
|
:value_from => 'pending',
|
|
|
|
|
:value_to => 'open',
|
|
|
|
|
:created_by_id => 1,
|
2013-07-19 20:10:35 +00:00
|
|
|
:created_at => '2013-06-04 10:30:00 UTC',
|
|
|
|
|
:updated_at => '2013-06-04 10:30:00 UTC',
|
2013-07-18 14:06:58 +00:00
|
|
|
)
|
|
|
|
|
|
2013-07-19 20:10:35 +00:00
|
|
|
# state change to pending from open 11:00
|
2013-07-18 14:06:58 +00:00
|
|
|
History.add(
|
|
|
|
|
:history_type => 'updated',
|
|
|
|
|
:history_object => 'Ticket',
|
|
|
|
|
:history_attribute => 'ticket_state',
|
|
|
|
|
:o_id => ticket.id,
|
|
|
|
|
:id_to => 3,
|
|
|
|
|
:id_from => 2,
|
|
|
|
|
:value_from => 'open',
|
|
|
|
|
:value_to => 'pending',
|
|
|
|
|
:created_by_id => 1,
|
2013-07-19 20:10:35 +00:00
|
|
|
:created_at => '2013-06-04 11:00:00 UTC',
|
|
|
|
|
:updated_at => '2013-06-04 11:00:00 UTC',
|
2013-07-18 14:06:58 +00:00
|
|
|
)
|
|
|
|
|
|
2013-07-19 20:10:35 +00:00
|
|
|
# state change to open 11:30
|
2013-07-18 14:06:58 +00:00
|
|
|
History.add(
|
|
|
|
|
:history_type => 'updated',
|
|
|
|
|
:history_object => 'Ticket',
|
|
|
|
|
:history_attribute => 'ticket_state',
|
|
|
|
|
:o_id => ticket.id,
|
|
|
|
|
:id_to => 2,
|
|
|
|
|
:id_from => 3,
|
|
|
|
|
:value_from => 'pending',
|
|
|
|
|
:value_to => 'open',
|
|
|
|
|
:created_by_id => 1,
|
2013-07-19 20:10:35 +00:00
|
|
|
:created_at => '2013-06-04 11:30:00 UTC',
|
|
|
|
|
:updated_at => '2013-06-04 11:30:00 UTC',
|
2013-07-18 14:06:58 +00:00
|
|
|
)
|
|
|
|
|
|
2013-07-19 20:10:35 +00:00
|
|
|
# set ticket from open to closed 12:00
|
2013-07-18 14:06:58 +00:00
|
|
|
History.add(
|
|
|
|
|
:history_type => 'updated',
|
|
|
|
|
:history_object => 'Ticket',
|
|
|
|
|
:history_attribute => 'ticket_state',
|
|
|
|
|
:o_id => ticket.id,
|
|
|
|
|
:id_to => 4,
|
|
|
|
|
:id_from => 3,
|
2013-07-19 20:10:35 +00:00
|
|
|
:value_from => 'open',
|
2013-07-18 14:06:58 +00:00
|
|
|
:value_to => 'closed',
|
|
|
|
|
:created_by_id => 1,
|
2013-07-19 20:10:35 +00:00
|
|
|
:created_at => '2013-06-04 12:00:00 UTC',
|
|
|
|
|
:updated_at => '2013-06-04 12:00:00 UTC',
|
2013-07-18 14:06:58 +00:00
|
|
|
)
|
|
|
|
|
ticket.update_attributes(
|
|
|
|
|
:close_time => '2013-06-04 12:00:00 UTC',
|
|
|
|
|
)
|
|
|
|
|
|
|
|
|
|
sla = Sla.create(
|
|
|
|
|
:name => 'test sla 1',
|
|
|
|
|
:condition => {},
|
|
|
|
|
:data => {
|
|
|
|
|
"Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
|
|
|
|
|
"beginning_of_workday" => "9:00",
|
|
|
|
|
"end_of_workday" => "18:00",
|
|
|
|
|
},
|
|
|
|
|
:first_response_time => 120,
|
|
|
|
|
:update_time => 180,
|
|
|
|
|
:close_time => 240,
|
|
|
|
|
:active => true,
|
|
|
|
|
:updated_by_id => 1,
|
|
|
|
|
:created_by_id => 1,
|
|
|
|
|
)
|
|
|
|
|
ticket = Ticket.find(ticket.id)
|
|
|
|
|
|
2013-07-19 20:10:35 +00:00
|
|
|
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-06-04 13:00:00 UTC', 'ticket.escalation_time verify 1' )
|
2013-07-19 09:10:53 +00:00
|
|
|
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-06-04 13:00:00 UTC', 'ticket.first_response_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.first_response_in_min, nil, 'ticket.first_response_in_min verify 3' )
|
|
|
|
|
assert_equal( ticket.first_response_diff_in_min, nil, 'ticket.first_response_diff_in_min verify 3' )
|
|
|
|
|
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-06-04 14:00:00 UTC', 'ticket.update_time_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-06-04 15:00:00 UTC', 'ticket.close_time_escal_date verify 1' )
|
|
|
|
|
assert_equal( ticket.close_time_in_min, 60, 'ticket.close_time_in_min verify 3' )
|
2013-07-19 20:10:35 +00:00
|
|
|
assert_equal( ticket.close_time_diff_in_min, 180, 'ticket.close_time_diff_in_min# verify 3' )
|
2013-07-18 14:06:58 +00:00
|
|
|
|
|
|
|
|
delete = sla.destroy
|
|
|
|
|
assert( delete, "sla destroy" )
|
|
|
|
|
|
|
|
|
|
delete = ticket.destroy
|
|
|
|
|
assert( delete, "ticket destroy" )
|
|
|
|
|
|
2013-06-07 05:57:52 +00:00
|
|
|
end
|
|
|
|
|
end
|
