Small improvements.

lib/stats.rb

@@ -28,6 +28,7 @@ returns
 
     users = User.of_role('Agent')
     users.each {|user|
+      next if user.id == 1
       data = {}
       backends.each {|backend|
         data[backend.to_app_model] = backend.generate(user)

lib/stats/ticket_escalation.rb

@@ -21,17 +21,17 @@ class Stats::TicketEscalation
 
     average = '-'
     state = 'supergood'
-    #  if in_process_precent > 80
-    #    state = 'supergood'
-    #  elsif in_process_precent > 60
-    #    state = 'good'
-    #  elsif in_process_precent > 40
-    #    state = 'ok'
-    #  elsif in_process_precent > 20
-    #    state = 'bad'
-    #  elsif in_process_precent > 5
-    #    state = 'superbad'
-    #  end
+    if own_escalated == 0
+      state = 'supergood'
+    elsif own_escalated > 1
+      state = 'good'
+    elsif own_escalated > 2
+      state = 'ok'
+    elsif own_escalated > 5
+      state = 'bad'
+    elsif own_escalated > 10
+      state = 'superbad'
+    end
 
     {
       average: average,

lib/stats/ticket_in_process.rb

@@ -4,13 +4,19 @@ class Stats::TicketInProcess
 
   def self.generate(user)
 
-    open_state_ids = Ticket::State.by_category('open').map(&:id)
+    open_state_ids = Ticket::State.by_category('work_on').map(&:id)
+    pending_state_ids = Ticket::State.by_category('pending_reminder').map(&:id)
 
     # get history entries of tickets worked on today
     history_object = History::Object.lookup(name: 'Ticket')
 
-    own_ticket_ids = Ticket.select('id').where(owner_id: user.id, state_id: open_state_ids).map(&:id)
+    # get own tickets which are "workable"
+    own_ticket_ids = Ticket.select('id').where(
+      'owner_id = ? AND (state_id IN (?) OR (state_id IN (?) AND pending_time < ?))',
+      user.id, open_state_ids, pending_state_ids, Time.zone.now
+    ).limit(1000).map(&:id)
 
+    # get count where user worked on
     count = History.select('DISTINCT(o_id)').where(
       'histories.created_at >= ? AND histories.history_object_id = ? AND histories.created_by_id = ? AND histories.o_id IN (?)', Time.zone.now - 1.day, history_object.id, user.id, own_ticket_ids
     ).count