Improved escalation calculation.
This commit is contained in:
Martin Edenhofer
parent
8f96496a47
commit
001485dda1
3 changed files with 283 additions and 48 deletions
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@ -60,6 +60,9 @@ returns
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if !force
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return false if escalation_at.nil?
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self.escalation_at = nil
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if preferences['escalation_calculation']
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preferences['escalation_calculation']['escalation_disabled'] = escalation_disabled
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end
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return true
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end
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end
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@ -82,6 +85,9 @@ returns
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self.escalation_at = nil
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self.update_escalation_at = nil
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self.close_escalation_at = nil
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if preferences['escalation_calculation']
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preferences['escalation_calculation']['escalation_disabled'] = escalation_disabled
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end
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return true
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end
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@ -116,7 +122,7 @@ returns
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first_response_at_changed = false
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end
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last_update_at_changed = true
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if escalation_calculation['last_update_at'] == last_update_at
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if escalation_calculation['last_update_at'] == last_update_at && !changes['state_id']
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last_update_at_changed = false
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end
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close_at_changed = true
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@ -189,7 +195,7 @@ returns
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# get response time in min
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if first_response_at
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self.first_response_in_min = pending_minutes(created_at, first_response_at, biz, history_data, 'business_minutes')
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self.first_response_in_min = period_working_minutes(created_at, first_response_at, biz, history_data)
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end
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# set time to show if sla is raised or not
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@ -209,7 +215,7 @@ returns
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# get update time in min
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if last_update_at && last_update_at != created_at
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self.update_in_min = pending_minutes(created_at, last_update_at, biz, history_data, 'business_minutes')
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self.update_in_min = period_working_minutes(created_at, last_update_at, biz, history_data)
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end
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# set sla time
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@ -229,7 +235,7 @@ returns
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# get close time in min
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if close_at
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self.close_in_min = pending_minutes(created_at, close_at, biz, history_data, 'business_minutes')
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self.close_in_min = period_working_minutes(created_at, close_at, biz, history_data)
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end
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# set time to show if sla is raised or not
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@ -318,46 +324,66 @@ returns
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def destination_time(start_time, move_minutes, biz, history_data)
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destination_time = biz.time(move_minutes, :minutes).after(start_time)
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# go step by step to end of pending_minutes until pending_minutes is 0
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pending_start_time = start_time
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500.times.each {
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# go step by step to end of move_minutes until move_minutes is 0
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200.times.each { |_count|
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# check if we have pending time in the range to the destination time
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pending_minutes = pending_minutes(pending_start_time, destination_time, biz, history_data)
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working_minutes = period_working_minutes(start_time, destination_time, biz, history_data, true)
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move_minutes -= working_minutes
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# skip if no pending time is given
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break if !pending_minutes || pending_minutes <= 0
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break if move_minutes <= 0
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# set pending destination to start time and add pending time to destination time
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pending_start_time = destination_time
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destination_time = biz.time(pending_minutes, :minutes).after(destination_time)
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start_time = destination_time
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destination_time = biz.time(move_minutes, :minutes).after(start_time)
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}
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destination_time
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end
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# get business minutes of pending time
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# type = business_minutes (pending time in business minutes)
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# type = non_business_minutes (pending time in non business minutes)
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def pending_minutes(start_time, end_time, biz, history_data, type = 'non_business_minutes')
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# get period working minutes time in minutes
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def period_working_minutes(start_time, end_time, biz, history_list, add_current = false)
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working_time_in_min = 0
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total_time_in_min = 0
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last_state = nil
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last_state_change = nil
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last_state_is_pending = false
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pending_minutes = 0
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ignore_escalation_states = Ticket::State.where(
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ignore_escalation: true,
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).map(&:name)
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history_data.each { |history_item|
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# add state changes till now
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if add_current && changes['state_id'] && changes['state_id'][0] && changes['state_id'][1]
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last_history_state = nil
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history_list.each { |history_item|
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next if !history_item['attribute']
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next if history_item['attribute'] != 'state'
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next if history_item['id']
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last_history_state = history_item
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}
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local_updated_at = updated_at
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if changes['updated_at'] && changes['updated_at'][1]
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local_updated_at = changes['updated_at'][1]
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end
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history_item = {
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'attribute' => 'state',
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'created_at' => local_updated_at,
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'value_from' => Ticket::State.find(changes['state_id'][0]).name,
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'value_to' => Ticket::State.find(changes['state_id'][1]).name,
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}
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if last_history_state
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last_history_state = history_item
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else
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history_list.push history_item
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end
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end
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history_list.each { |history|
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# ignore if it isn't a state change
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next if !history_item['attribute']
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next if history_item['attribute'] != 'state'
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next if !history['attribute']
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next if history['attribute'] != 'state'
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created_at = history_item['created_at']
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created_at = history['created_at']
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# ignore all newer state before start_time
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next if created_at < start_time
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@ -372,53 +398,38 @@ returns
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# get initial state and time
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if !last_state
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last_state = history_item['value_from']
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last_state = history['value_from']
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last_state_change = start_time
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end
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# check if time need to be counted
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counted = true
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if ignore_escalation_states.include?(history_item['value_from'])
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if ignore_escalation_states.include?(history['value_from'])
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counted = false
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end
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diff = biz.within(last_state_change, created_at).in_minutes
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if counted
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# puts "Diff count #{history_item['value_from']} -> #{history_item['value_to']} / #{last_state_change} -> #{created_at}"
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working_time_in_min = working_time_in_min + diff
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# else
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# puts "Diff not count #{history_item['value_from']} -> #{history_item['value_to']} / #{last_state_change} -> #{created_at}"
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end
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total_time_in_min = total_time_in_min + diff
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last_state_is_pending = false
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if ignore_escalation_states.include?(history_item['value_to'])
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last_state_is_pending = true
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diff = biz.within(last_state_change, created_at).in_minutes
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working_time_in_min += diff
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end
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# remember for next loop last state
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last_state = history_item['value_to']
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last_state = history['value_to']
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last_state_change = created_at
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}
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# if last state isnt pending, count rest
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if !last_state_is_pending && last_state_change && last_state_change < end_time
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# if we have time to count after history entries has finished
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if last_state_change && last_state_change < end_time
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diff = biz.within(last_state_change, end_time).in_minutes
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working_time_in_min = working_time_in_min + diff
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total_time_in_min = total_time_in_min + diff
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working_time_in_min += diff
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end
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# if we have not had any state change
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if !last_state_change
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diff = biz.within(start_time, end_time).in_minutes
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working_time_in_min = working_time_in_min + diff
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total_time_in_min = total_time_in_min + diff
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working_time_in_min += diff
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end
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#puts "#{type}:working_time_in_min:#{working_time_in_min}|free_time:#{total_time_in_min - working_time_in_min}"
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if type == 'non_business_minutes'
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return total_time_in_min - working_time_in_min
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end
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working_time_in_min
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end
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@ -14,7 +14,7 @@ returns
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=end
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def history_log (type, user_id, data = {})
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def history_log(type, user_id, data = {})
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data[:o_id] = self['id']
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data[:history_type] = type
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data[:history_object] = self.class.name
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@ -1626,4 +1626,228 @@ class TicketSlaTest < ActiveSupport::TestCase
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end
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test 'ticket sla + holiday 222' do
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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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ticket = Ticket.create!(
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title: 'some title 222',
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group: Group.lookup(name: 'Users'),
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customer_id: 2,
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state: Ticket::State.lookup(name: 'new'),
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priority: Ticket::Priority.lookup(name: '2 normal'),
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created_at: '2016-11-01 13:56:21 UTC',
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updated_at: '2016-11-01 13:56:21 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_at, nil, 'ticket.escalation_at verify')
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article_customer = 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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sender: Ticket::Article::Sender.where(name: 'Customer').first,
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type: Ticket::Article::Type.where(name: 'web').first,
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updated_by_id: 1,
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created_by_id: 1,
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created_at: '2016-11-01 13:56:21 UTC',
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updated_at: '2016-11-01 13:56:21 UTC',
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)
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# set sla's for timezone "Europe/Berlin" wintertime (+1), so UTC times are 7:00-16:00
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calendar = Calendar.create_or_update(
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name: 'EU',
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timezone: 'Europe/Berlin',
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business_hours: {
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mon: {
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active: true,
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timeframes: [ ['08:00', '20:00'] ]
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},
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tue: {
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active: true,
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timeframes: [ ['08:00', '20:00'] ]
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},
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wed: {
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active: true,
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timeframes: [ ['08:00', '20:00'] ]
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},
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thu: {
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active: true,
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timeframes: [ ['08:00', '20:00'] ]
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},
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fri: {
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active: true,
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timeframes: [ ['08:00', '20:00'] ]
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},
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sat: {
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active: false,
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timeframes: [ ['08:00', '17:00'] ]
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},
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sun: {
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active: false,
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timeframes: [ ['08:00', '17:00'] ]
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},
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},
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public_holidays: {
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'2016-11-01' => {
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'active' => true,
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'summary' => 'test 1',
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},
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},
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default: true,
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ical_url: nil,
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updated_by_id: 1,
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created_by_id: 1,
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)
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sla = Sla.create_or_update(
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name: 'test sla 1',
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condition: {},
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calendar_id: calendar.id,
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first_response_time: 120,
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update_time: 1200,
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solution_time: nil,
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updated_by_id: 1,
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created_by_id: 1,
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)
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Scheduler.worker(true)
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ticket = Ticket.find(ticket.id)
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assert_equal(ticket.escalation_at.gmtime.to_s, '2016-11-02 09:00:00 UTC', 'ticket.escalation_at verify 1')
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assert_equal(ticket.first_response_escalation_at.gmtime.to_s, '2016-11-02 09:00:00 UTC', 'ticket.first_response_escalation_at verify 1')
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assert_equal(ticket.update_escalation_at.gmtime.to_s, '2016-11-03 15:00:00 UTC', 'ticket.update_escalation_at verify 1')
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assert_equal(ticket.close_escalation_at, nil, 'ticket.close_escalation_at verify 1')
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ticket.state = Ticket::State.lookup(name: 'pending reminder')
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ticket.pending_time = '2016-11-10 07:00:00 UTC'
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ticket.updated_at = '2016-11-01 15:25:40 UTC'
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ticket.save!
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article_agent = 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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sender: Ticket::Article::Sender.where(name: 'Agent').first,
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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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created_at: '2016-11-01 15:25:40 UTC',
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updated_at: '2016-11-01 15:25:40 UTC',
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)
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Scheduler.worker(true)
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ticket = Ticket.find(ticket.id)
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assert_equal(ticket.escalation_at, nil, 'ticket.escalation_at verify 1')
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assert_equal(ticket.first_response_escalation_at.gmtime.to_s, '2016-11-02 09:00:00 UTC', 'ticket.first_response_escalation_at verify 1')
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assert_equal(ticket.update_escalation_at.gmtime.to_s, '2016-11-03 15:00:00 UTC', 'ticket.update_escalation_at verify 1')
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assert_equal(ticket.close_escalation_at, nil, 'ticket.close_escalation_at verify 1')
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ticket.state = Ticket::State.lookup(name: 'open')
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ticket.updated_at = '2016-11-01 15:59:14 UTC'
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ticket.save!
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article_customer = 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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sender: Ticket::Article::Sender.where(name: 'Customer').first,
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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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created_at: '2016-11-01 15:59:14 UTC',
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updated_at: '2016-11-01 15:59:14 UTC',
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)
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Scheduler.worker(true)
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ticket = Ticket.find(ticket.id)
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assert_equal(ticket.escalation_at.gmtime.to_s, '2016-11-03 15:00:00 UTC', 'ticket.escalation_at verify 1')
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assert_equal(ticket.first_response_escalation_at.gmtime.to_s, '2016-11-02 09:00:00 UTC', 'ticket.first_response_escalation_at verify 1')
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assert_equal(ticket.update_escalation_at.gmtime.to_s, '2016-11-03 15:00:00 UTC', 'ticket.update_escalation_at verify 1')
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assert_equal(ticket.close_escalation_at, nil, 'ticket.close_escalation_at verify 1')
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ticket.state = Ticket::State.lookup(name: 'pending reminder')
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ticket.pending_time = '2016-11-18 07:00:00 UTC'
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ticket.updated_at = '2016-11-01 15:59:58 UTC'
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ticket.save!
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Scheduler.worker(true)
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ticket = Ticket.find(ticket.id)
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assert_equal(ticket.escalation_at, nil, 'ticket.escalation_at verify 1')
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assert_equal(ticket.first_response_escalation_at.gmtime.to_s, '2016-11-02 09:00:00 UTC', 'ticket.first_response_escalation_at verify 1')
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assert_equal(ticket.update_escalation_at.gmtime.to_s, '2016-11-03 15:00:00 UTC', 'ticket.update_escalation_at verify 1')
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assert_equal(ticket.close_escalation_at, nil, 'ticket.close_escalation_at verify 1')
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ticket.state = Ticket::State.lookup(name: 'open')
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ticket.updated_at = '2016-11-07 13:26:36 UTC'
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ticket.save!
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article_customer = 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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sender: Ticket::Article::Sender.where(name: 'Customer').first,
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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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created_at: '2016-11-07 13:26:36 UTC',
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updated_at: '2016-11-07 13:26:36 UTC',
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)
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Scheduler.worker(true)
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ticket = Ticket.find(ticket.id)
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assert_equal(ticket.escalation_at.gmtime.to_s, '2016-11-09 09:27:00 UTC', 'ticket.escalation_at verify 1')
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assert_equal(ticket.first_response_escalation_at.gmtime.to_s, '2016-11-02 09:00:00 UTC', 'ticket.first_response_escalation_at verify 1')
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assert_equal(ticket.update_escalation_at.gmtime.to_s, '2016-11-09 09:27:00 UTC', 'ticket.update_escalation_at verify 1')
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assert_equal(ticket.close_escalation_at, nil, 'ticket.close_escalation_at verify 1')
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article_agent = 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',
|
||||
message_id: 'some@id',
|
||||
body: 'some message',
|
||||
internal: false,
|
||||
sender: Ticket::Article::Sender.where(name: 'Agent').first,
|
||||
type: Ticket::Article::Type.where(name: 'email').first,
|
||||
updated_by_id: 1,
|
||||
created_by_id: 1,
|
||||
created_at: '2016-11-07 14:26:36 UTC',
|
||||
updated_at: '2016-11-07 14:26:36 UTC',
|
||||
)
|
||||
|
||||
Scheduler.worker(true)
|
||||
ticket = Ticket.find(ticket.id)
|
||||
assert_equal(ticket.escalation_at.gmtime.to_s, '2016-11-09 10:26:36 UTC', 'ticket.escalation_at verify 1')
|
||||
assert_equal(ticket.first_response_escalation_at.gmtime.to_s, '2016-11-02 09:00:00 UTC', 'ticket.first_response_escalation_at verify 1')
|
||||
assert_equal(ticket.update_escalation_at.gmtime.to_s, '2016-11-09 10:26:36 UTC', 'ticket.update_escalation_at verify 1')
|
||||
assert_equal(ticket.close_escalation_at, nil, 'ticket.close_escalation_at verify 1')
|
||||
|
||||
delete = sla.destroy
|
||||
assert(delete, 'sla destroy')
|
||||
|
||||
delete = ticket.destroy
|
||||
assert(delete, 'ticket destroy')
|
||||
end
|
||||
|
||||
end
|
||||
|
|
|
|||
Loading…
Reference in a new issue