Refactoring: SLA and Escalation logic. Fixes #3410, fixes #3140, fixes #2579.

.rubocop/todo.rspec.yml

@@ -255,8 +255,11 @@ RSpec/ExampleLength:
     - 'spec/models/role_group_spec.rb'
     - 'spec/models/role_spec.rb'
     - 'spec/models/scheduler_spec.rb'
+    - 'spec/models/sla/has_escalation_calculation_impact_examples.rb'
     - 'spec/models/taskbar_spec.rb'
     - 'spec/models/ticket/article_spec.rb'
+    - 'spec/models/ticket/article/has_ticket_contact_attributes_impact_examples.rb'
+    - 'spec/models/ticket/escalation_examples.rb'
     - 'spec/models/ticket/overviews_spec.rb'
     - 'spec/models/ticket_spec.rb'
     - 'spec/models/translation_spec.rb'
@@ -528,9 +531,12 @@ RSpec/MultipleExpectations:
     - 'spec/models/object_manager/attribute_spec.rb'
     - 'spec/models/overview_spec.rb'
     - 'spec/models/scheduler_spec.rb'
+    - 'spec/models/sla/has_escalation_calculation_impact_examples.rb'
     - 'spec/models/smime_certificate_spec.rb'
     - 'spec/models/taskbar_spec.rb'
     - 'spec/models/ticket/article_spec.rb'
+    - 'spec/models/ticket/article/has_ticket_contact_attributes_impact_examples.rb'
+    - 'spec/models/ticket/escalation_examples.rb'
     - 'spec/models/ticket/number/increment_spec.rb'
     - 'spec/models/ticket/number_spec.rb'
     - 'spec/models/ticket/overviews_spec.rb'

.rubocop/todo.yml

@@ -156,7 +156,6 @@ Metrics/AbcSize:
     - 'app/models/link.rb'
     - 'app/models/object_manager/attribute.rb'
     - 'app/models/observer/chat/leave/background_job.rb'
-    - 'app/models/observer/sla/ticket_rebuild_escalation.rb'
     - 'app/models/observer/ticket/article/communicate_email.rb'
     - 'app/models/observer/ticket/article/communicate_facebook.rb'
     - 'app/models/observer/ticket/article/communicate_sms.rb'
@@ -165,7 +164,6 @@ Metrics/AbcSize:
     - 'app/models/observer/ticket/article/fillup_from_email.rb'
     - 'app/models/observer/ticket/article/fillup_from_general.rb'
     - 'app/models/observer/ticket/article/fillup_from_origin_by_id.rb'
-    - 'app/models/observer/ticket/article_changes.rb'
     - 'app/models/observer/ticket/last_owner_update.rb'
     - 'app/models/observer/ticket/ref_object_touch.rb'
     - 'app/models/observer/ticket/reset_new_state.rb'
@@ -199,6 +197,7 @@ Metrics/AbcSize:
     - 'app/models/ticket.rb'
     - 'app/models/ticket/article.rb'
     - 'app/models/ticket/article/assets.rb'
+    - 'app/models/ticket/article/has_ticket_contact_attributes_impact.rb'
     - 'app/models/ticket/assets.rb'
     - 'app/models/ticket/escalation.rb'
     - 'app/models/ticket/number/date.rb'
@@ -546,7 +545,6 @@ Metrics/CyclomaticComplexity:
     - 'app/models/karma/activity_log.rb'
     - 'app/models/knowledge_base.rb'
     - 'app/models/object_manager/attribute.rb'
-    - 'app/models/observer/sla/ticket_rebuild_escalation.rb'
     - 'app/models/observer/ticket/article/communicate_email.rb'
     - 'app/models/observer/ticket/article/communicate_facebook.rb'
     - 'app/models/observer/ticket/article/communicate_sms.rb'
@@ -554,7 +552,6 @@ Metrics/CyclomaticComplexity:
     - 'app/models/observer/ticket/article/fillup_from_email.rb'
     - 'app/models/observer/ticket/article/fillup_from_general.rb'
     - 'app/models/observer/ticket/article/fillup_from_origin_by_id.rb'
-    - 'app/models/observer/ticket/article_changes.rb'
     - 'app/models/observer/ticket/last_owner_update.rb'
     - 'app/models/observer/ticket/ref_object_touch.rb'
     - 'app/models/observer/ticket/reset_new_state.rb'
@@ -576,6 +573,7 @@ Metrics/CyclomaticComplexity:
     - 'app/models/taskbar.rb'
     - 'app/models/ticket/article.rb'
     - 'app/models/ticket/article/assets.rb'
+    - 'app/models/ticket/article/has_ticket_contact_attributes_impact.rb'
     - 'app/models/ticket/assets.rb'
     - 'app/models/ticket/escalation.rb'
     - 'app/models/ticket/number/date.rb'
@@ -777,7 +775,6 @@ Metrics/PerceivedComplexity:
     - 'app/models/karma/activity_log.rb'
     - 'app/models/knowledge_base.rb'
     - 'app/models/object_manager/attribute.rb'
-    - 'app/models/observer/sla/ticket_rebuild_escalation.rb'
     - 'app/models/observer/ticket/article/communicate_email.rb'
     - 'app/models/observer/ticket/article/communicate_facebook.rb'
     - 'app/models/observer/ticket/article/communicate_sms.rb'
@@ -785,7 +782,6 @@ Metrics/PerceivedComplexity:
     - 'app/models/observer/ticket/article/fillup_from_email.rb'
     - 'app/models/observer/ticket/article/fillup_from_general.rb'
     - 'app/models/observer/ticket/article/fillup_from_origin_by_id.rb'
-    - 'app/models/observer/ticket/article_changes.rb'
     - 'app/models/observer/ticket/last_owner_update.rb'
     - 'app/models/observer/ticket/ref_object_touch.rb'
     - 'app/models/observer/ticket/reset_new_state.rb'
@@ -806,6 +802,7 @@ Metrics/PerceivedComplexity:
     - 'app/models/ticket.rb'
     - 'app/models/ticket/article.rb'
     - 'app/models/ticket/article/assets.rb'
+    - 'app/models/ticket/article/has_ticket_contact_attributes_impact.rb'
     - 'app/models/ticket/escalation.rb'
     - 'app/models/ticket/number/date.rb'
     - 'app/models/ticket/overviews.rb'

app/jobs/sla_ticket_rebuild_escalation_job.rb

@@ -1,8 +0,0 @@
-class SlaTicketRebuildEscalationJob < ApplicationJob
-  include HasActiveJobLock
-
-  def perform
-    Cache.delete('SLA::List::Active')
-    Ticket::Escalation.rebuild_all
-  end
-end

app/jobs/ticket_escalation_rebuild_job.rb

@@ -0,0 +1,16 @@
+class TicketEscalationRebuildJob < ApplicationJob
+  include HasActiveJobLock
+
+  def perform
+    scope.in_batches.each_record do |ticket|
+      ticket.escalation_calculation(true)
+    end
+  end
+
+  private
+
+  def scope
+    Ticket.where(state_id: Ticket::State.by_category(:open))
+  end
+
+end

app/models/calendar.rb

@@ -3,6 +3,7 @@
 class Calendar < ApplicationModel
   include ChecksClientNotification
   include CanUniqName
+  include HasEscalationCalculationImpact
 
   store :business_hours
   store :public_holidays
@@ -324,7 +325,7 @@ returns
     holidays
   end
 
-  def biz
+  def biz(breaks: {})
     Biz::Schedule.new do |config|
 
       # get business hours
@@ -335,7 +336,10 @@ returns
 
       # get holidays
       config.holidays = public_holidays_to_array
+
       config.time_zone = timezone
+
+      config.breaks = breaks
     end
   end
 

app/models/concerns/has_escalation_calculation_impact.rb

@@ -0,0 +1,31 @@
+# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+module HasEscalationCalculationImpact
+  extend ActiveSupport::Concern
+
+  included do
+    after_commit :enqueue_ticket_escalation_rebuild_job
+  end
+
+  private
+
+  def enqueue_ticket_escalation_rebuild_job
+
+    # return if we run import mode
+    return if Setting.get('import_mode') && !Setting.get('import_ignore_sla')
+
+    # check if condition has changed
+    fields_to_check = if instance_of?(Sla)
+                        %w[condition calendar_id first_response_time update_time solution_time]
+                      else
+                        %w[timezone business_hours default ical_url public_holidays]
+                      end
+
+    return if fields_to_check.none? do |item|
+      next if !saved_change_to_attribute(item)
+
+      saved_change_to_attribute(item)[0] != saved_change_to_attribute(item)[1]
+    end
+
+    TicketEscalationRebuildJob.perform_later
+  end
+end

app/models/observer/sla/ticket_rebuild_escalation.rb

@@ -1,44 +0,0 @@
-# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
-
-class Observer::Sla::TicketRebuildEscalation < ActiveRecord::Observer
-  observe 'sla', 'calendar'
-
-  def after_commit(record)
-    return if _check(record)
-
-    _rebuild
-  end
-
-  private
-
-  def _rebuild
-    Cache.delete('SLA::List::Active')
-
-    # send background job
-    SlaTicketRebuildEscalationJob.perform_later
-  end
-
-  def _check(record)
-
-    # return if we run import mode
-    return true if Setting.get('import_mode') && !Setting.get('import_ignore_sla')
-
-    # check if condition has changed
-    changed = false
-    fields_to_check = if record.instance_of?(Sla)
-                        %w[condition calendar_id first_response_time update_time solution_time]
-                      else
-                        %w[timezone business_hours default ical_url public_holidays]
-                      end
-    fields_to_check.each do |item|
-      next if !record.saved_change_to_attribute(item)
-      next if record.saved_change_to_attribute(item)[0] == record.saved_change_to_attribute(item)[1]
-
-      changed = true
-    end
-    return true if !changed
-
-    false
-  end
-
-end

app/models/observer/ticket/escalation_update.rb

@@ -1,28 +0,0 @@
-# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
-
-class Observer::Ticket::EscalationUpdate < ActiveRecord::Observer
-  observe 'ticket'
-
-  def after_commit(record)
-    _check(record)
-  end
-
-  private
-
-  def _check(record)
-
-    # return if we run import mode
-    return true if Setting.get('import_mode')
-
-    # we need to fetch the a new instance of the record
-    # from the DB instead of using `record.reload`
-    # because Ticket#reload clears the ActiveMode::Dirty state
-    # state of the record instance which leads to empty
-    # Ticket#saved_changes (etc.) results in other callbacks
-    # later in the chain
-    updated_ticket = Ticket.find_by(id: record.id)
-    return true if !updated_ticket
-
-    updated_ticket.escalation_calculation
-  end
-end

app/models/sla.rb

@@ -3,6 +3,7 @@
 class Sla < ApplicationModel
   include ChecksClientNotification
   include ChecksConditionValidation
+  include HasEscalationCalculationImpact
 
   include Sla::Assets
 
@@ -10,4 +11,21 @@ class Sla < ApplicationModel
   store      :data
   validates  :name, presence: true
   belongs_to :calendar, optional: true
+
+  def condition_matches?(ticket)
+    query_condition, bind_condition, tables = Ticket.selector2sql(condition)
+    Ticket.where(query_condition, *bind_condition).joins(tables).exists?(ticket.id)
+  end
+
+  def self.for_ticket(ticket)
+    fallback = nil
+    all.order(:name, :created_at).find_each do |record|
+      if record.condition.present?
+        return record if record.condition_matches?(ticket)
+      else
+        fallback = record
+      end
+    end
+    fallback
+  end
 end

app/models/ticket.rb

@@ -16,12 +16,12 @@ class Ticket < ApplicationModel
   include HasObjectManagerAttributesValidation
   include HasTaskbars
 
-  include Ticket::Escalation
-  include Ticket::Subject
-  include Ticket::Assets
-  include Ticket::SearchIndex
-  include Ticket::Search
-  include Ticket::MergeHistory
+  include ::Ticket::Escalation
+  include ::Ticket::Subject
+  include ::Ticket::Assets
+  include ::Ticket::SearchIndex
+  include ::Ticket::Search
+  include ::Ticket::MergeHistory
 
   store          :preferences
   before_create  :check_generate, :check_defaults, :check_title, :set_default_state, :set_default_priority
@@ -1334,6 +1334,24 @@ result
     Ticket::Article.where(ticket_id: id).order(:created_at, :id)
   end
 
+  # Get whichever #last_contact_* was later
+  # This is not identical to #last_contact_at
+  # It returns time to last original (versus follow up) contact
+  # @return [Time, nil]
+  def last_original_update_at
+    [last_contact_agent_at, last_contact_customer_at].compact.max
+  end
+
+  # true if conversation did happen and agent responded
+  # false if customer is waiting for response or agent reached out and customer did not respond yet
+  # @return [Bool]
+  def agent_responded?
+    return false if last_contact_customer_at.blank?
+    return false if last_contact_agent_at.blank?
+
+    last_contact_customer_at < last_contact_agent_at
+  end
+
   private
 
   def check_generate

app/models/ticket/article.rb

@@ -10,6 +10,7 @@ class Ticket::Article < ApplicationModel
   include HasObjectManagerAttributesValidation
 
   include Ticket::Article::Assets
+  include Ticket::Article::HasTicketContactAttributesImpact
 
   belongs_to :ticket, optional: true
   has_one    :ticket_time_accounting, class_name: 'Ticket::TimeAccounting', foreign_key: :ticket_article_id, dependent: :destroy, inverse_of: :ticket_article

app/models/ticket/article/has_ticket_contact_attributes_impact.rb

@@ -1,124 +1,131 @@
 # Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
 
-class Observer::Ticket::ArticleChanges < ActiveRecord::Observer
-  observe 'ticket::_article'
+module Ticket::Article::HasTicketContactAttributesImpact
+  extend ActiveSupport::Concern
 
-  def after_create(record)
+  included do
+    after_create :update_ticket_article_attributes
+    after_destroy :update_ticket_count_attribute
+  end
+
+  private
+
+  def update_ticket_article_attributes
 
     changed = false
-    if article_count_update(record)
+    if article_count_update
       changed = true
     end
 
-    if first_response_at_update(record)
+    if first_response_at_update
       changed = true
     end
 
-    if sender_type_update(record)
+    if sender_type_update
       changed = true
     end
 
-    if last_contact_update_at(record)
+    if last_contact_update_at
       changed = true
     end
 
     # save ticket
     if !changed
-      record.ticket.touch # rubocop:disable Rails/SkipsModelValidations
+      ticket.touch # rubocop:disable Rails/SkipsModelValidations
       return
     end
-    record.ticket.save!
+    ticket.save!
   end
 
-  def after_destroy(record)
+  def update_ticket_count_attribute
     changed = false
-    if article_count_update(record)
+    if article_count_update
       changed = true
     end
 
     # save ticket
     if !changed
-      record.ticket.touch # rubocop:disable Rails/SkipsModelValidations
+      ticket.touch # rubocop:disable Rails/SkipsModelValidations
       return
     end
-    record.ticket.save!
+    ticket.save!
   end
 
   # get article count
-  def article_count_update(record)
-    current_count = record.ticket.article_count
+  def article_count_update
+    current_count = ticket.article_count
     sender = Ticket::Article::Sender.lookup(name: 'System')
-    count = Ticket::Article.where(ticket_id: record.ticket_id).where.not(sender_id: sender.id).count
+    count = Ticket::Article.where(ticket_id: ticket_id).where.not(sender_id: sender.id).count
     return false if current_count == count
 
-    record.ticket.article_count = count
+    ticket.article_count = count
     true
   end
 
   # set first response
-  def first_response_at_update(record)
+  def first_response_at_update
 
     # return if we run import mode
     return false if Setting.get('import_mode')
 
     # if article in internal
-    return false if record.internal
+    return false if internal
 
     # if sender is not agent
-    sender = Ticket::Article::Sender.lookup(id: record.sender_id)
+    sender = Ticket::Article::Sender.lookup(id: sender_id)
     return false if sender.name != 'Agent'
 
     # if article is a message to customer
-    type = Ticket::Article::Type.lookup(id: record.type_id)
+    type = Ticket::Article::Type.lookup(id: type_id)
     return false if !type.communication
 
     # check if first_response_at is already set
-    return false if record.ticket.first_response_at
+    return false if ticket.first_response_at
 
     # set first_response_at
-    record.ticket.first_response_at = record.created_at
+    ticket.first_response_at = created_at
 
     true
   end
 
   # set sender type
-  def sender_type_update(record)
+  def sender_type_update
 
     # ignore if create channel is already set
-    count = Ticket::Article.where(ticket_id: record.ticket_id).count
+    count = Ticket::Article.where(ticket_id: ticket_id).count
     return false if count > 1
 
-    record.ticket.create_article_type_id   = record.type_id
-    record.ticket.create_article_sender_id = record.sender_id
+    ticket.create_article_type_id   = type_id
+    ticket.create_article_sender_id = sender_id
     true
   end
 
   # set last contact
-  def last_contact_update_at(record)
+  def last_contact_update_at
 
     # if article in internal
-    return false if record.internal
+    return false if internal
 
     # if sender is system
-    sender = Ticket::Article::Sender.lookup(id: record.sender_id)
+    sender = Ticket::Article::Sender.lookup(id: sender_id)
     return false if sender.name == 'System'
 
     # if article is a message to customer
-    return false if !Ticket::Article::Type.lookup(id: record.type_id).communication
+    return false if !Ticket::Article::Type.lookup(id: type_id).communication
 
     # if sender is customer
-    sender = Ticket::Article::Sender.lookup(id: record.sender_id)
-    ticket = record.ticket
+    sender = Ticket::Article::Sender.lookup(id: sender_id)
+    ticket = self.ticket
     if sender.name == 'Customer'
 
       # in case, update last_contact_customer_at on any customer follow-up
       if Setting.get('ticket_last_contact_behaviour') == 'based_on_customer_reaction'
 
         # set last_contact_at customer
-        record.ticket.last_contact_customer_at = record.created_at
+        self.ticket.last_contact_customer_at = created_at
 
         # set last_contact
-        record.ticket.last_contact_at = record.created_at
+        self.ticket.last_contact_at = created_at
 
         return true
       end
@@ -134,10 +141,10 @@ class Observer::Ticket::ArticleChanges < ActiveRecord::Observer
          ticket.last_contact_agent_at.to_i > ticket.last_contact_customer_at.to_i
 
         # set last_contact_at customer
-        record.ticket.last_contact_customer_at = record.created_at
+        self.ticket.last_contact_customer_at = created_at
 
         # set last_contact
-        record.ticket.last_contact_at = record.created_at
+        self.ticket.last_contact_at = created_at
       end
       return true
     end
@@ -146,11 +153,12 @@ class Observer::Ticket::ArticleChanges < ActiveRecord::Observer
     return false if sender.name != 'Agent'
 
     # set last_contact_agent_at
-    record.ticket.last_contact_agent_at = record.created_at
+    self.ticket.last_contact_agent_at = created_at
 
     # set last_contact
-    record.ticket.last_contact_at = record.created_at
+    self.ticket.last_contact_at = created_at
 
     true
   end
+
 end

app/models/ticket/escalation.rb

@@ -1,5 +1,12 @@
 # Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+require_dependency 'escalation'
+
 module Ticket::Escalation
+  extend ActiveSupport::Concern
+
+  included do
+    after_commit :update_escalation_information
+  end
 
 =begin
 
@@ -14,14 +21,9 @@ returns
 =end
 
   def self.rebuild_all
-    state_list_open = Ticket::State.by_category(:open)
+    ActiveSupport::Deprecation.warn("Method 'rebuild_all' is deprecated. Run `TicketEscalationRebuildJob.perform_now` instead")
 
-    ticket_ids = Ticket.where(state_id: state_list_open).limit(20_000).pluck(:id)
-    ticket_ids.each do |ticket_id|
-      next if !Ticket.exists?(ticket_id)
-
-      Ticket.find(ticket_id).escalation_calculation(true)
-    end
+    TicketEscalationRebuildJob.perform_now
   end
 
 =begin
@@ -38,378 +40,24 @@ returns
 =end
 
   def escalation_calculation(force = false)
-    return if !escalation_calculation_int(force)
-
-    self.callback_loop = true
-    save!
-    self.callback_loop = false
-    true
-  end
-
-  def escalation_calculation_int(force = false)
-    return if callback_loop == true
-
-    # return if we run import mode
-    return if Setting.get('import_mode') && !Setting.get('import_ignore_sla')
-
-    # set escalation off if current state is not escalation relative (e.g. ticket is closed)
-    return if !state_id
-
-    state = Ticket::State.lookup(id: state_id)
-    escalation_disabled = false
-    if state.ignore_escalation?
-      escalation_disabled = true
-
-      # early exit if nothing current state is not escalation relative
-      if !force
-        return false if escalation_at.nil?
-
-        self.escalation_at = nil
-        if preferences['escalation_calculation']
-          preferences['escalation_calculation']['escalation_disabled'] = escalation_disabled
-        end
-        return true
-      end
-    end
-
-    # get sla for ticket
-    calendar = nil
-    sla = escalation_calculation_get_sla
-    if sla
-      calendar = sla.calendar
-    end
-
-    # if no escalation is enabled
-    if !sla || !calendar
-
-      # nothing to change
-      return false if !escalation_at && !first_response_escalation_at && !update_escalation_at && !close_escalation_at
-
-      preferences['escalation_calculation'] = {}
-      self.escalation_at = nil
-      self.first_response_escalation_at = nil
-      self.escalation_at = nil
-      self.update_escalation_at = nil
-      self.close_escalation_at = nil
-      if preferences['escalation_calculation']
-        preferences['escalation_calculation']['escalation_disabled'] = escalation_disabled
-      end
-      return true
-    end
-
-    # get last_update_at
-    # rubocop:disable Lint/DuplicateBranch
-    if !last_contact_customer_at && !last_contact_agent_at
-      last_update_at = created_at
-    elsif !last_contact_customer_at && last_contact_agent_at
-      last_update_at = last_contact_agent_at
-    elsif last_contact_customer_at && !last_contact_agent_at
-      last_update_at = last_contact_customer_at
-    elsif last_contact_agent_at > last_contact_customer_at
-      last_update_at = last_contact_agent_at
-    elsif last_contact_agent_at < last_contact_customer_at
-      last_update_at = last_contact_customer_at
-    end
-    # rubocop:enable Lint/DuplicateBranch
-
-    # check if calculation need be done
-    escalation_calculation = preferences[:escalation_calculation] || {}
-    sla_changed = true
-    if escalation_calculation['sla_id'] == sla.id && escalation_calculation['sla_updated_at'] == sla.updated_at
-      sla_changed = false
-    end
-    calendar_changed = true
-    if escalation_calculation['calendar_id'] == calendar.id && escalation_calculation['calendar_updated_at'] == calendar.updated_at
-      calendar_changed = false
-    end
-    if sla_changed == true || calendar_changed == true
-      force = true
-    end
-    first_response_at_changed = true
-    if escalation_calculation['first_response_at'] == first_response_at
-      first_response_at_changed = false
-    end
-    last_update_at_changed = true
-    if escalation_calculation['last_update_at'] == last_update_at && !saved_change_to_attribute('state_id')
-      last_update_at_changed = false
-    end
-    close_at_changed = true
-    if escalation_calculation['close_at'] == close_at
-      close_at_changed = false
-    end
-
-    if !force &&
-       preferences[:escalation_calculation] &&
-       first_response_at_changed == false &&
-       last_update_at_changed == false &&
-       close_at_changed == false &&
-       sla_changed == false &&
-       calendar_changed == false &&
-       escalation_calculation['escalation_disabled'] == escalation_disabled
-      return false
-    end
-
-    # reset escalation attributes
-    self.escalation_at = nil
-    if force == true
-      self.first_response_escalation_at = nil
-      self.update_escalation_at    = nil
-      self.close_escalation_at     = nil
-    end
-    biz = calendar.biz
-
-    # get history data
-    history_data = nil
-
-    # calculate first response escalation
-    if force == true || first_response_at_changed == true
-      if !history_data
-        history_data = history_get
-      end
-      if sla.first_response_time
-        self.first_response_escalation_at = destination_time(created_at, sla.first_response_time, biz, history_data)
-      end
-
-      # get response time in min
-      if first_response_at
-        self.first_response_in_min = period_working_minutes(created_at, first_response_at, biz, history_data)
-      end
-
-      # set time to show if sla is raised or not
-      if sla.first_response_time && first_response_in_min
-        self.first_response_diff_in_min = sla.first_response_time - first_response_in_min
-      end
-    end
-
-    # calculate update time escalation
-    if force == true || last_update_at_changed == true
-      if !history_data
-        history_data = history_get
-      end
-      if sla.update_time && last_update_at
-        self.update_escalation_at = destination_time(last_update_at, sla.update_time, biz, history_data)
-      end
-
-      # get update time in min
-      if last_update_at && last_update_at != created_at
-        self.update_in_min = period_working_minutes(created_at, last_update_at, biz, history_data)
-      end
-
-      # set sla time
-      if sla.update_time && update_in_min
-        self.update_diff_in_min = sla.update_time - update_in_min
-      end
-    end
-
-    # calculate close time escalation
-    if force == true || close_at_changed == true
-      if !history_data
-        history_data = history_get
-      end
-      if sla.solution_time
-        self.close_escalation_at = destination_time(created_at, sla.solution_time, biz, history_data)
-      end
-
-      # get close time in min
-      if close_at
-        self.close_in_min = period_working_minutes(created_at, close_at, biz, history_data)
-      end
-
-      # set time to show if sla is raised or not
-      if sla.solution_time && close_in_min
-        self.close_diff_in_min = sla.solution_time - close_in_min
-      end
-    end
-
-    # set closest escalation time
-    if escalation_disabled
-      self.escalation_at = nil
-    else
-      if !first_response_at && first_response_escalation_at
-        self.escalation_at = first_response_escalation_at
-      end
-      if update_escalation_at && ((!escalation_at && update_escalation_at) || update_escalation_at < escalation_at)
-        self.escalation_at = update_escalation_at
-      end
-      if !close_at && close_escalation_at && ((!escalation_at && close_escalation_at) || close_escalation_at < escalation_at)
-        self.escalation_at = close_escalation_at
-      end
-    end
-
-    # remember already counted time to do on next update only the diff
-    preferences[:escalation_calculation] = {
-      first_response_at:   first_response_at,
-      last_update_at:      last_update_at,
-      close_at:            close_at,
-      sla_id:              sla.id,
-      sla_updated_at:      sla.updated_at,
-      calendar_id:         calendar.id,
-      calendar_updated_at: calendar.updated_at,
-      escalation_disabled: escalation_disabled,
-    }
-    true
-  end
-
-=begin
-
-return sla for ticket
-
-  ticket = Ticket.find(123)
-  result = ticket.escalation_calculation_get_sla
-
-returns
-
-  result = selected_sla
-
-=end
-
-  def escalation_calculation_get_sla
-    sla_selected = nil
-    sla_list = Cache.get('SLA::List::Active')
-    if sla_list.nil?
-      sla_list = Sla.all.order(:name, :created_at)
-      Cache.write('SLA::List::Active', sla_list, { expires_in: 1.hour })
-    end
-    sla_list.each do |sla|
-      if sla.condition.blank?
-        sla_selected = sla
-      elsif sla.condition
-        query_condition, bind_condition, tables = Ticket.selector2sql(sla.condition)
-        ticket = Ticket.where(query_condition, *bind_condition).joins(tables).find_by(id: id)
-        next if !ticket
-
-        sla_selected = sla
-        break
-      end
-    end
-    sla_selected
+    ::Escalation.new(self, force: force).calculate!
   end
 
   private
 
-=begin
+  def update_escalation_information
+    # return if we run import mode
+    return if Setting.get('import_mode')
 
-return destination_time for time range
+    # return if ticket was destroyed in this transaction
+    return if destroyed?
 
-  destination_time = destination_time(start_time, move_minutes, biz, history_data)
+    return if callback_loop
 
-returns
-
-  destination_time = Time.zone.parse('2016-08-02T11:11:11Z')
-
-=end
-
-  def destination_time(start_time, move_minutes, biz, history_data)
-    local_destination_time = biz.time(move_minutes, :minutes).after(start_time)
-
-    # go step by step to end of move_minutes until move_minutes is 0
-    200.times.each do |_count|
-
-      # check if we have pending time in the range to the destination time
-      working_minutes = period_working_minutes(start_time, local_destination_time, biz, history_data, true)
-      move_minutes -= working_minutes
-
-      # skip if no pending time is given
-      break if move_minutes <= 0
-
-      # set pending destination to start time and add pending time to destination time
-      start_time             = local_destination_time
-      local_destination_time = biz.time(move_minutes, :minutes).after(start_time)
+    # needs to operate on a copy because otherwise caching breaks
+    record_copy = Ticket.find(id)
+    record_copy.callback_loop = true
+    # needs saving explicitly because this is after_commit!
+    record_copy.escalation_calculation
   end
-    local_destination_time
-  end
-
-  # get period working minutes time in minutes
-  def period_working_minutes(start_time, end_time, biz, history_list, add_current = false)
-
-    working_time_in_min      = 0
-    last_state               = nil
-    last_state_change        = nil
-    ignore_escalation_states = Ticket::State.where(
-      ignore_escalation: true,
-    ).map(&:name)
-
-    # add state changes till now
-    if add_current && saved_change_to_attribute('state_id') && saved_change_to_attribute('state_id')[0] && saved_change_to_attribute('state_id')[1]
-      last_history_state = nil
-      history_list.each do |history_item|
-        next if !history_item['attribute']
-        next if history_item['attribute'] != 'state'
-        next if history_item['id']
-
-        last_history_state = history_item
-      end
-      local_updated_at = updated_at
-      if saved_change_to_attribute('updated_at') && saved_change_to_attribute('updated_at')[1]
-        local_updated_at = saved_change_to_attribute('updated_at')[1]
-      end
-      history_item = {
-        'attribute'  => 'state',
-        'created_at' => local_updated_at,
-        'value_from' => Ticket::State.find(saved_change_to_attribute('state_id')[0]).name,
-        'value_to'   => Ticket::State.find(saved_change_to_attribute('state_id')[1]).name,
-      }
-      if last_history_state
-        last_history_state = history_item
-      else
-        history_list.push history_item
-      end
-    end
-
-    history_list.each do |history|
-
-      # ignore if it isn't a state change
-      next if !history['attribute']
-      next if history['attribute'] != 'state'
-
-      created_at = history['created_at']
-
-      # ignore all newer state before start_time
-      next if created_at < start_time
-
-      # ignore all older state changes after end_time
-      next if last_state_change && last_state_change > end_time
-
-      # if created_at is later then end_time, use end_time as last time
-      if created_at > end_time
-        created_at = end_time
-      end
-
-      # get initial state and time
-      if !last_state
-        last_state        = history['value_from']
-        last_state_change = start_time
-      end
-
-      # check if time need to be counted
-      counted = true
-      if ignore_escalation_states.include?(history['value_from'])
-        counted = false
-      end
-
-      if counted
-        diff = biz.within(last_state_change, created_at).in_minutes
-        working_time_in_min += diff
-      end
-
-      # remember for next loop last state
-      last_state        = history['value_to']
-      last_state_change = created_at
-    end
-
-    # if we have time to count after history entries has finished
-    if last_state_change && last_state_change < end_time
-      diff = biz.within(last_state_change, end_time).in_minutes
-      working_time_in_min += diff
-    end
-
-    # if we have not had any state change
-    if !last_state_change
-      diff = biz.within(start_time, end_time).in_minutes
-      working_time_in_min += diff
-    end
-
-    working_time_in_min
-  end
-
 end

config/application.rb

@@ -31,7 +31,6 @@ module Zammad
       'observer::_ticket::_last_owner_update',
       'observer::_ticket::_pending_time',
       'observer::_ticket::_user_ticket_counter',
-      'observer::_ticket::_article_changes',
       'observer::_ticket::_article::_fillup_from_origin_by_id',
       'observer::_ticket::_article::_fillup_from_general',
       'observer::_ticket::_article::_fillup_from_email',
@@ -44,12 +43,10 @@ module Zammad
       'observer::_ticket::_ref_object_touch',
       'observer::_ticket::_online_notification_seen',
       'observer::_ticket::_stats_reopen',
-      'observer::_ticket::_escalation_update',
       'observer::_tag::_ticket_history',
       'observer::_user::_ref_object_touch',
       'observer::_user::_ticket_organization',
       'observer::_user::_geo',
-      'observer::_sla::_ticket_rebuild_escalation',
       'observer::_transaction'
 
     config.active_job.queue_adapter = :delayed_job

lib/escalation.rb

@@ -0,0 +1,237 @@
+class Escalation
+  attr_reader :ticket
+
+  def initialize(ticket, force: false)
+    @ticket = ticket
+    @force  = force
+  end
+
+  def preferences
+    @preferences ||= Escalation::TicketPreferences.new(ticket)
+  end
+
+  def biz
+    @biz ||= calendar&.biz breaks: biz_breaks
+  end
+
+  def biz_breaks
+    @biz_breaks ||= Escalation::TicketBizBreak.new(ticket, calendar).biz_breaks
+  end
+
+  def escalation_disabled?
+    @escalation_disabled ||= Ticket::State.lookup(id: ticket.state_id).ignore_escalation?
+  end
+
+  def sla
+    @sla ||= Sla.for_ticket(ticket)
+  end
+
+  def calendar
+    @calendar ||= sla&.calendar
+  end
+
+  def forced?
+    !!@force
+  end
+
+  def force!
+    @force = true
+  end
+
+  def calculatable?
+    !escalation_disabled? || preferences.close_at_changed?(ticket)
+  end
+
+  def calculate!
+    calculate
+
+    ticket.save! if ticket.has_changes_to_save?
+  end
+
+  def calculate
+    if !calculatable? && !forced?
+      calculate_not_calculatable
+    elsif !calendar
+      calculate_no_calendar
+    elsif forced? || any_changes?
+      enforce_if_needed
+      update_escalations
+      update_statistics
+      apply_preferences
+    end
+  end
+
+  def any_changes?
+    preferences.any_changes?(ticket, sla, escalation_disabled?)
+  end
+
+  def assign_reset
+    ticket.assign_attributes(
+      escalation_at:                nil,
+      first_response_escalation_at: nil,
+      update_escalation_at:         nil,
+      close_escalation_at:          nil
+    )
+  end
+
+  def calculate_not_calculatable
+    assign_reset
+
+    apply_preferences if !preferences.hash[:escalation_disabled]
+  end
+
+  def calculate_no_calendar
+    assign_reset
+  end
+
+  def apply_preferences
+    preferences.update_preferences(ticket, sla, escalation_disabled?)
+  end
+
+  def enforce_if_needed
+    return if !preferences.sla_changed?(sla) && !preferences.calendar_changed?(sla.calendar)
+
+    force!
+  end
+
+  def update_escalations
+    ticket.assign_attributes [escalation_first_response, escalation_update, escalation_close]
+      .compact
+      .each_with_object({}) { |elem, memo| memo.merge!(elem) }
+
+    ticket.escalation_at = calculate_next_escalation
+  end
+
+  def update_statistics
+    ticket.assign_attributes [statistics_first_response, statistics_update, statistics_close]
+      .compact
+      .each_with_object({}) { |elem, memo| memo.merge!(elem) }
+  end
+
+  private
+
+  # escalation
+
+  # skip escalation neither forced
+  # nor state switched from closed to open
+  def skip_escalation?
+    !forced? && !preferences.escalation_became_enabled?(escalation_disabled?)
+  end
+
+  def escalation_first_response
+    return if skip_escalation? && !preferences.first_response_at_changed?(ticket)
+
+    nullify = escalation_disabled? || ticket.first_response_at.present?
+
+    {
+      first_response_escalation_at: nullify ? nil : calculate_time(ticket.created_at, sla.first_response_time)
+    }
+  end
+
+  def escalation_update
+    return if skip_escalation? && !preferences.last_update_at_changed?(ticket)
+
+    nullify   = escalation_disabled? || ticket.agent_responded?
+    timestamp = nullify ? nil : ticket.last_contact_customer_at
+
+    {
+      update_escalation_at: timestamp ? calculate_time(timestamp, sla.update_time) : nil
+    }
+  end
+
+  def escalation_close
+    return if skip_escalation? && !preferences.close_at_changed?(ticket)
+
+    nullify = escalation_disabled? || ticket.close_at.present?
+
+    {
+      close_escalation_at: nullify ? nil : calculate_time(ticket.created_at, sla.solution_time)
+    }
+  end
+
+  def calculate_time(start_time, span)
+    return if span.nil? || !span.positive?
+
+    Escalation::DestinationTime.new(start_time, span, biz).destination_time
+  end
+
+  def calculate_next_escalation
+    return if escalation_disabled?
+
+    [
+      (ticket.first_response_escalation_at if !ticket.first_response_at),
+      ticket.update_escalation_at,
+      (ticket.close_escalation_at if !ticket.close_at)
+    ].compact.min
+  end
+
+  # statistics
+
+  def skip_statistics_first_response?
+    return true if !forced? && !preferences.first_response_at_changed?(ticket)
+
+    ticket.first_response_at.blank? || sla.first_response_time.blank?
+  end
+
+  def statistics_first_response
+    return if skip_statistics_first_response?
+
+    minutes = calculate_minutes(ticket.created_at, ticket.first_response_at)
+
+    {
+      first_response_in_min:      minutes,
+      first_response_diff_in_min: minutes ? (sla.first_response_time - minutes) : nil
+    }
+  end
+
+  def skip_statistics_update?
+    return true if !forced? && !preferences.last_update_at_changed?(ticket)
+    return true if !sla.update_time
+
+    !ticket.agent_responded?
+  end
+
+  # ATTENTION: Recalculation after SLA change won't happen
+  # SLA change will cause wrong statistics in some edge cases.
+  # Since this changes `update_in_min` calculation to retain longest timespan.
+  # But it does not keep track of previous update times.
+  def statistics_update_applicable?(minutes)
+    ticket.update_in_min.blank? || minutes > ticket.update_in_min # keep longest timespan
+  end
+
+  def statistics_update
+    return if skip_statistics_update?
+
+    minutes = calculate_minutes(ticket.last_contact_customer_at, ticket.last_contact_agent_at)
+
+    return if !forced? && !statistics_update_applicable?(minutes)
+
+    {
+      update_in_min:      minutes,
+      update_diff_in_min: minutes ? (sla.update_time - minutes) : nil
+    }
+  end
+
+  def skip_statistics_close?
+    return true if !forced? && !preferences.close_at_changed?(ticket)
+
+    ticket.close_at.blank? || sla.solution_time.blank?
+  end
+
+  def statistics_close
+    return if skip_statistics_close?
+
+    minutes = calculate_minutes(ticket.created_at, ticket.close_at)
+
+    {
+      close_in_min:      minutes,
+      close_diff_in_min: minutes ? (sla.solution_time - minutes) : nil
+    }
+  end
+
+  def calculate_minutes(start_time, end_time)
+    return if !end_time || !start_time
+
+    Escalation::PeriodWorkingMinutes.new(start_time, end_time, ticket, biz).period_working_minutes
+  end
+end

lib/escalation/destination_time.rb

@@ -0,0 +1,13 @@
+class Escalation
+  class DestinationTime
+    def initialize(start_time, span, biz)
+      @start_time = start_time
+      @span       = span
+      @biz        = biz
+    end
+
+    def destination_time
+      @biz.time(@span, :minutes).after(@start_time)
+    end
+  end
+end

lib/escalation/period_working_minutes.rb

@@ -0,0 +1,24 @@
+class Escalation
+  class PeriodWorkingMinutes
+    def initialize(start_time, end_time, ticket, biz)
+      @start_time = start_time
+      @end_time   = end_time
+      @ticket     = ticket
+      @biz        = biz
+    end
+
+    def period_working_minutes
+      @biz.within(timeframe_start, timeframe_end).in_minutes
+    end
+
+    private
+
+    def timeframe_start
+      [@ticket.created_at, @start_time].compact.max
+    end
+
+    def timeframe_end
+      [@ticket.close_at, @end_time].compact.min
+    end
+  end
+end

lib/escalation/ticket_biz_break.rb

@@ -0,0 +1,78 @@
+class Escalation
+  class TicketBizBreak
+    def initialize(ticket, calendar)
+      @ticket       = ticket
+      @history_list = ticket.history_get
+      @calendar     = calendar
+    end
+
+    def biz_breaks
+      accumulate_breaks(history_list_in_break.map { |from, to| history_range_to_breaks(from, to) })
+    end
+
+    private
+
+    def history_list_states
+      @history_list_states ||= @history_list.select { |elem| elem['attribute'] == 'state' }
+    end
+
+    def history_list_in_break
+      @history_list_in_break ||= begin
+        history_list_states
+          .tap { |elem| elem.unshift(mock_initial_state) if mock_initial_state }
+          .each_cons(2) # group in from/to pairs
+          .select { |from, to| range_on_break?(from, to) }
+      end
+    end
+
+    def ignored_escalation_state_names
+      @ignored_escalation_state_names ||= Ticket::State.where(ignore_escalation: true).map(&:name)
+    end
+
+    def range_on_break?(from, _to)
+      ignored_escalation_state_names.include? from['value_to']
+    end
+
+    def history_range_to_breaks(from, to)
+      date_from = from['created_at'].in_time_zone(@calendar.timezone)
+      date_to   = to['created_at'].in_time_zone(@calendar.timezone)
+
+      (date_from.to_date..date_to.to_date).each_with_object({}) do |elem, memo|
+        key   = history_range_break_key(elem, date_from)
+        value = history_range_break_value(elem, date_to)
+
+        memo[elem] = { key => value }
+      end
+    end
+
+    def history_range_break_key(elem, date_from)
+      elem == date_from.to_date ? date_from.strftime('%H:%M') : '00:00'
+    end
+
+    def history_range_break_value(elem, date_to)
+      elem == date_to.to_date ? date_to.strftime('%H:%M') : '24:00'
+    end
+
+    def accumulate_breaks(input)
+      input.each_with_object({}) do |elem, memo|
+        memo.deep_merge! elem
+      end
+    end
+
+    def mock_initial_state
+      @mock_initial_state ||= begin
+        first_state = history_list_states.first
+
+        # if history set right on ticket creation, no need for extra step
+        if first_state&.dig('created_at') == @ticket.created_at
+          nil
+        else
+          {
+            'value_to'   => first_state&.dig('value_from') || @ticket.state.name, # if no history yet, use current state
+            'created_at' => @ticket.created_at
+          }
+        end
+      end
+    end
+  end
+end

lib/escalation/ticket_preferences.rb

@@ -0,0 +1,71 @@
+class Escalation
+  class TicketPreferences
+    KEYS = %i[escalation_disabled
+              first_response_at last_update_at close_at escalation_at
+              sla_id sla_updated_at
+              calendar_id calendar_updated_at].freeze
+
+    attr_reader :hash
+
+    def initialize(ticket)
+      @hash = {}
+
+      KEYS.each do |key|
+        @hash[key] = ticket.preferences.dig(:escalation_calculation, key) || nil
+      end
+    end
+
+    def escalation_became_enabled?(escalation_disabled)
+      !escalation_disabled && @hash[:escalation_disabled] != escalation_disabled
+    end
+
+    def sla_changed?(sla)
+      @hash[:sla_id] != sla&.id || @hash[:sla_updated_at] != sla&.updated_at
+    end
+
+    def calendar_changed?(calendar)
+      @hash[:calendar_id] != calendar&.id || @hash[:calendar_updated_at] != calendar&.updated_at
+    end
+
+    def first_response_at_changed?(ticket)
+      @hash[:first_response_at] != ticket.first_response_at
+    end
+
+    def last_update_at_changed?(ticket)
+      @hash[:last_update_at] != ticket.last_original_update_at || ticket.saved_change_to_state_id?
+    end
+
+    def close_at_changed?(ticket)
+      @hash[:close_at] != ticket.close_at
+    end
+
+    def property_changes?(ticket)
+      %i[first_response_at last_update_at close_at].any? { |elem| send("#{elem}_changed?", ticket) }
+    end
+
+    def any_changes?(ticket, sla, escalation_disabled)
+      property_changes?(ticket) || sla_changed?(sla) || calendar_changed?(sla&.calendar) || @hash[:escalation_disabled] != escalation_disabled
+    end
+
+    def update_preferences(ticket, sla, escalation_disabled)
+      new_hash = hash_of(ticket, sla, escalation_disabled)
+
+      return if new_hash == { escalation_disabled: false } && !@hash[:escalation_disabled] # do not update when update not necessary
+
+      ticket.preferences[:escalation_calculation] = new_hash
+    end
+
+    def hash_of(ticket, sla, escalation_disabled)
+      {
+        first_response_at:   ticket.first_response_at,
+        last_update_at:      ticket.last_original_update_at,
+        close_at:            ticket.close_at,
+        sla_id:              sla&.id,
+        sla_updated_at:      sla&.updated_at,
+        calendar_id:         sla&.calendar&.id,
+        calendar_updated_at: sla&.calendar&.updated_at,
+        escalation_disabled: escalation_disabled,
+      }.compact
+    end
+  end
+end

spec/factories/calendar.rb

@@ -4,7 +4,24 @@ FactoryBot.define do
     timezone        { 'Europe/Berlin' }
     default         { true }
     ical_url        { nil }
+    created_by_id { 1 }
+    updated_by_id { 1 }
 
+    transient do
+      public_holiday_date { nil }
+    end
+
+    public_holidays do
+      next if public_holiday_date.blank?
+
+      Array(public_holiday_date).each_with_object({}) do |elem, memo|
+        memo[elem.to_s] = { active: true, summary: 'public holiday trait' }
+      end
+    end
+
+    business_hours_9_17
+
+    trait :business_hours_9_17 do
       business_hours do
         {
           mon: {
@@ -37,9 +54,7 @@ FactoryBot.define do
           }
         }
       end
-
-    created_by_id { 1 }
-    updated_by_id { 1 }
+    end
 
     trait :'24/7' do
       business_hours do
@@ -82,6 +97,12 @@ FactoryBot.define do
       timeframe_alldays { ['00:00', '23:59'] }
     end
 
+    trait :'9-18/7' do
+      business_hours_generated
+
+      timeframe_alldays { ['09:00', '18:00'] }
+    end
+
     trait :business_hours_generated do
       transient do
         timeframe_alldays  { nil }

spec/factories/history.rb

@@ -2,14 +2,24 @@ FactoryBot.define do
   factory :history do
     transient do
       o { Ticket.first }
+
+      history_type { 'update' }
+      history_attribute { 'state' }
     end
 
-    association :history_type, factory: :'history/type'
     o_id          { o.id }
     created_by_id { 1 }
 
+    history_type_id do
+      History.type_lookup(history_type).id
+    end
+
+    history_attribute_id do
+      History.attribute_lookup(history_attribute).id
+    end
+
     history_object_id do
-      History::Object.lookup(name: o.class.name)&.id || create(:'history/object', name: o.class.name).id
+      History.object_lookup(o.class.name).id
     end
   end
 end

spec/factories/sla.rb

@@ -13,5 +13,26 @@ FactoryBot.define do
         },
       }
     end
+
+    trait :condition_blank do
+      condition do
+        {}
+      end
+    end
+
+    trait :condition_title do
+      transient do
+        condition_title { nil }
+      end
+
+      condition do
+        {
+          'ticket.title' => {
+            operator: 'contains',
+            value:    condition_title
+          }
+        }
+      end
+    end
   end
 end

spec/factories/ticket/article.rb

@@ -48,6 +48,22 @@ FactoryBot.define do
       to   { ticket.customer.fullname }
     end
 
+    trait :outbound_note do
+      transient do
+        type_name   { 'note' }
+        sender_name { 'Agent' }
+      end
+
+      from { ticket.group.name }
+    end
+
+    trait :inbound_web do
+      transient do
+        type_name   { 'web' }
+        sender_name { 'Customer' }
+      end
+    end
+
     factory :twitter_article do
       transient do
         type_name { 'twitter status' }

spec/jobs/sla_ticket_rebuild_escalation_job_spec.rb

@@ -1,15 +0,0 @@
-require 'rails_helper'
-
-RSpec.describe SlaTicketRebuildEscalationJob, type: :job do
-
-  it 'clears the SLA Cache' do
-    allow(Cache).to receive(:delete)
-    expect(Cache).to receive(:delete).with('SLA::List::Active')
-    described_class.perform_now
-  end
-
-  it 'triggers Ticket::Escalation rebuild' do
-    expect(Ticket::Escalation).to receive(:rebuild_all)
-    described_class.perform_now
-  end
-end

spec/jobs/ticket_escalation_rebuild_job_spec.rb

@@ -0,0 +1,40 @@
+require 'rails_helper'
+
+RSpec.describe TicketEscalationRebuildJob, type: :job do
+
+  before do
+    travel_to(DateTime.parse('2013-03-21 09:30:00 UTC'))
+  end
+
+  context 'when relevant Ticket is present' do
+
+    subject(:ticket) { create(:ticket) }
+
+    before do
+      create(:sla, :condition_blank, first_response_time: 60, update_time: 120, solution_time: 180)
+      create(:'ticket/article', :inbound_email, ticket: ticket)
+      ticket.update_column(:escalation_at, 2.hours.ago)
+      travel(1.hour)
+    end
+
+    it 'en-force-es new escalation calculation' do
+      expect { described_class.perform_now }.to change { ticket.reload.escalation_at }
+    end
+  end
+
+  context 'when not relevant Ticket is present' do
+
+    subject(:ticket) { create(:ticket) }
+
+    before do
+      create(:'ticket/article', :inbound_email, ticket: ticket)
+      ticket.update_column(:escalation_at, 2.hours.ago)
+      travel(1.hour)
+    end
+
+    it 'does not not change escalation_at' do
+      expect { described_class.perform_now }.to change { ticket.reload.escalation_at }
+    end
+  end
+
+end

spec/lib/escalation/destination_time_spec.rb

@@ -0,0 +1,43 @@
+require 'rails_helper'
+
+RSpec.describe Escalation::DestinationTime do
+  let(:instance)   { described_class.new start_time, span, biz }
+  let(:start_time) { Time.current }
+  let(:span)       { 30 }
+  let(:ticket)     { create(:ticket) }
+  let(:calendar)   { create(:calendar, :'24/7') }
+  let(:biz)        { calendar.biz breaks: Escalation::TicketBizBreak.new(ticket, calendar).biz_breaks }
+
+  describe '#destination_time' do
+    subject(:result) { instance.send(:destination_time) }
+
+    before do
+      freeze_time
+      ticket.update! state: Ticket::State.lookup(name: 'new')
+      travel 1.hour
+      ticket.update! state: Ticket::State.lookup(name: 'open')
+      travel 30.minutes
+      ticket.update! state: Ticket::State.lookup(name: 'pending close')
+      travel 30.minutes
+      ticket.update! state: Ticket::State.lookup(name: 'closed'), close_at: Time.current
+    end
+
+    context 'when whole span fits' do
+      let(:start_time) { ticket.created_at }
+
+      it { is_expected.to eq 90.minutes.ago }
+    end
+
+    context 'when timeframe starts before and ends after ticket life' do
+      let(:start_time) { ticket.created_at + 75.minutes }
+
+      it { is_expected.to eq 15.minutes.from_now }
+    end
+
+    context 'when timeframe starts in the middle of ticket life' do
+      let(:start_time) { Time.current }
+
+      it { is_expected.to eq 30.minutes.from_now }
+    end
+  end
+end

spec/lib/escalation/period_working_minutes_spec.rb

@@ -0,0 +1,97 @@
+require 'rails_helper'
+
+RSpec.describe Escalation::PeriodWorkingMinutes do
+  let(:instance)   { described_class.new start_time, end_time, ticket, biz }
+  let(:start_time) { 1.week.ago }
+  let(:end_time)   { 1.day.ago }
+  let(:ticket)     { create(:ticket) }
+  let(:calendar)   { create(:calendar, :'24/7') }
+  let(:biz)        { calendar.biz breaks: Escalation::TicketBizBreak.new(ticket, calendar).biz_breaks }
+
+  describe '#period_working_minutes' do
+    subject(:result) { instance.send(:period_working_minutes) }
+
+    before do
+      freeze_time
+      ticket.update! state: Ticket::State.lookup(name: 'new')
+      travel 1.hour
+      ticket.update! state: Ticket::State.lookup(name: 'open')
+      travel 30.minutes
+      ticket.update! state: Ticket::State.lookup(name: 'pending close')
+      travel 30.minutes
+      ticket.update! state: Ticket::State.lookup(name: 'closed'), close_at: Time.current
+    end
+
+    context 'when timeframe takes whole ticket life' do
+      let(:start_time) { ticket.created_at }
+      let(:end_time)   { ticket.close_at + 2.hours }
+
+      it { is_expected.to be 90 }
+    end
+
+    context 'when timeframe starts before and ends after ticket life' do
+      let(:start_time) { ticket.created_at - 1.week }
+      let(:end_time)   { ticket.close_at + 1.week }
+
+      it { is_expected.to be 90 }
+    end
+
+    context 'when timeframe starts in the middle of ticket life' do
+      let(:start_time) { ticket.created_at + 30.minutes }
+      let(:end_time)   { ticket.close_at }
+
+      it { is_expected.to be 60 }
+    end
+
+    context 'when timeframe end in the middle of ticket life' do
+      let(:start_time) { ticket.created_at }
+      let(:end_time)   { ticket.created_at + 30.minutes }
+
+      it { is_expected.to be 30 }
+    end
+  end
+
+  describe '#timeframe_start' do
+    subject(:result) { instance.send(:timeframe_start) }
+
+    context 'when start_time is early' do
+      it { is_expected.to eq ticket.created_at }
+    end
+
+    context 'when start_time is later than #created_at' do
+      let(:start_time) { 1.week.from_now }
+
+      it { is_expected.to eq start_time }
+    end
+  end
+
+  describe '#timeframe_end' do
+    subject(:result) { instance.send(:timeframe_end) }
+
+    context 'when end_time is late' do
+      let(:end_time) { 1.week.from_now }
+
+      before do
+        ticket.update! close_at: 1.day.from_now
+      end
+
+      it { is_expected.to eq ticket.close_at }
+    end
+
+    context 'when end_time is before closing' do
+      let(:end_time) { 1.week.from_now }
+
+      before do
+        ticket.update! close_at: 2.weeks.from_now
+      end
+
+      it { is_expected.to eq end_time }
+    end
+
+    context 'when #close_at is not set' do
+      let(:end_time) { 1.week.ago }
+
+      it { is_expected.to eq end_time }
+    end
+  end
+end

spec/lib/escalation/ticket_biz_break_spec.rb

@@ -0,0 +1,313 @@
+require 'rails_helper'
+
+RSpec.describe Escalation::TicketBizBreak, time_zone: 'Europe/Berlin' do
+  let(:ticket)   { create(:ticket) }
+  let(:calendar) { create(:calendar) }
+  let(:instance) { described_class.new(ticket, calendar) }
+
+  describe '#biz_breaks' do
+    let(:result) { instance.biz_breaks }
+
+    context 'when ticket history is empty' do
+      it { expect(result).to be_a(Hash) }
+      it { expect(result).to be_empty }
+    end
+
+    context 'when ticket is opened' do
+      before do
+        travel 15.minutes
+        ticket.update! state: Ticket::State.lookup(name: 'open')
+      end
+
+      it { expect(result).to be_a(Hash) }
+      it { expect(result).to be_empty }
+    end
+
+    context 'when ticket was opened and closed' do
+      before do
+        travel 15.minutes
+        ticket.update! state: Ticket::State.lookup(name: 'open')
+        travel 15.minutes
+        ticket.update! state: Ticket::State.lookup(name: 'closed')
+      end
+
+      it { expect(result).to be_a(Hash) }
+      it { expect(result).to be_empty }
+    end
+
+    context 'when ticket was started in non-escalated state and closed' do
+      let(:ticket) { create(:ticket, state: Ticket::State.lookup(name: 'pending reminder')) }
+
+      before do
+        travel_to Time.current.noon
+        ticket
+        travel 15.minutes
+        ticket.update! state: Ticket::State.lookup(name: 'closed')
+      end
+
+      it { expect(result).to be_a(Hash) }
+      it { expect(result).to be_one }
+    end
+
+    context 'when ticket was suspended and reopened multiple times' do
+      before do
+        travel_to Time.current.noon
+
+        ticket.update! state: Ticket::State.lookup(name: 'open')
+        travel 15.minutes
+        ticket.update! state: Ticket::State.lookup(name: 'pending reminder')
+        travel 15.minutes
+        ticket.update! state: Ticket::State.lookup(name: 'open')
+        travel 15.minutes
+        ticket.update! state: Ticket::State.lookup(name: 'pending close')
+        travel 15.minutes
+        ticket.update! state: Ticket::State.lookup(name: 'closed')
+      end
+
+      let(:first_value) { result.values.first }
+
+      it { expect(result).to be_a(Hash) }
+      it { expect(result.keys).to be_one }
+      it { expect(result.keys.first).to be_a(Date) }
+      it { expect(result.keys.first).to eq(Time.current.to_date) }
+      it { expect(first_value).to be_a(Hash) }
+      it { expect(first_value.keys).to eq %w[12:15 12:45] }
+      it { expect(first_value['12:15']).to eq '12:30' }
+      it { expect(first_value['12:45']).to eq '13:00' }
+    end
+
+    context 'when ticket was suspended over midnight in UTC', time_zone: 'UTC' do
+      before do
+        travel_to Time.current.change(month: 11).utc.midnight
+        travel(-15.minutes)
+
+        ticket.update! state: Ticket::State.lookup(name: 'pending reminder')
+        travel 30.minutes
+        ticket.update! state: Ticket::State.lookup(name: 'open')
+      end
+
+      let(:first_value) { result.values.first }
+
+      it { expect(result.keys).to be_one }
+      it { expect(result.keys.first).to be_a(Date) }
+      it { expect(result.keys.first).to eq(Time.current.to_date) }
+      it { expect(first_value).to be_a(Hash) }
+      it { expect(first_value.keys).to eq %w[00:45] }
+      it { expect(first_value['00:45']).to eq '01:15' }
+    end
+
+    context 'when ticket was suspended over midnight in timezone' do
+      before do
+        travel_to Time.current.midnight
+        travel(-15.minutes)
+        ticket.update! state: Ticket::State.lookup(name: 'pending reminder')
+        travel 1.hour
+        ticket.update! state: Ticket::State.lookup(name: 'open')
+      end
+
+      let(:first_value) { result.values.first }
+      let(:second_value) { result.values.second }
+
+      it { expect(result.keys.count).to be(2) }
+      it { expect(result.keys).to eq [Time.current.yesterday.to_date, Time.current.to_date] }
+      it { expect(first_value).to be_a(Hash) }
+      it { expect(first_value.keys).to eq %w[23:45] }
+      it { expect(first_value['23:45']).to eq '24:00' }
+      it { expect(second_value).to be_a(Hash) }
+      it { expect(second_value.keys).to eq %w[00:00] }
+      it { expect(second_value['00:00']).to eq '00:45' }
+    end
+
+    context 'when ticket was suspended for multiple days' do
+      before do
+        travel_to Time.current.noon
+        ticket.update! state: Ticket::State.lookup(name: 'pending reminder')
+        travel 5.days
+        ticket.update! state: Ticket::State.lookup(name: 'open')
+      end
+
+      let(:first_value) { result.values.first }
+      let(:second_value) { result.values.second }
+
+      it { expect(result.keys.count).to be(6) }
+      it { expect(result.keys).to eq ((Time.current - 5.days).to_date..Time.current).to_a }
+      it { expect(result.values[0].keys).to eq %w[12:00] }
+      it { expect(result.values[0]['12:00']).to eq '24:00' }
+      it { expect(result.values[1].keys).to eq %w[00:00] }
+      it { expect(result.values[1]['00:00']).to eq '24:00' }
+      it { expect(result.values[2].keys).to eq %w[00:00] }
+      it { expect(result.values[2]['00:00']).to eq '24:00' }
+      it { expect(result.values[3].keys).to eq %w[00:00] }
+      it { expect(result.values[3]['00:00']).to eq '24:00' }
+      it { expect(result.values[4].keys).to eq %w[00:00] }
+      it { expect(result.values[4]['00:00']).to eq '24:00' }
+      it { expect(result.values[5].keys).to eq %w[00:00] }
+      it { expect(result.values[5]['00:00']).to eq '12:00' }
+    end
+  end
+
+  describe '#history_list_states' do
+    let(:result) { instance.send(:history_list_states) }
+
+    it 'empty when history log is empty' do
+      expect(result).to be_empty
+    end
+
+    it 'empty when history log has non-state records' do
+      ticket.update! title: '2nd title'
+
+      expect(result).to be_empty
+    end
+
+    it 'returns array of Hashes when history log has various records' do
+      ticket.update! title: '2nd title', state: Ticket::State.lookup(name: 'open')
+
+      expect(result.first).to be_a Hash
+    end
+
+    it 'lists changes in specific order when history log has various records' do
+      ticket.update! title: 'title', state: Ticket::State.lookup(name: 'open')
+      ticket.update! title: 'another title'
+      ticket.update! state: Ticket::State.lookup(name: 'closed')
+
+      expect(result.pluck('value_to')).to eq %w[open closed]
+    end
+  end
+
+  describe '#ignored_escalation_state_names' do
+    let(:result) { instance.send(:ignored_escalation_state_names) }
+
+    it { expect(result).to be_a Array }
+    it { expect(result).to be_all String }
+    it { expect(result).to include 'closed' }
+    it { expect(result).not_to include 'open' }
+  end
+
+  describe '#history_list_in_break' do
+    let(:result) { instance.send(:history_list_in_break) }
+
+    it { expect(result).to be_a Array }
+
+    it 'empty history returns minutes in timeframe' do
+      expect(result).to be_empty
+    end
+
+    context 'when contains 4 history points' do
+      before do
+        allow(instance).to receive(:history_list_states).and_return(history_list_4)
+      end
+
+      let(:history_list_4) do
+        [
+          mock_state_hash(ticket.created_at, nil, 'new'),
+          mock_state_hash(ticket.created_at + 1.hour, 'new', 'open'),
+          mock_state_hash(ticket.created_at + 90.minutes, 'open', 'pending close'),
+          mock_state_hash(ticket.created_at + 2.hours, 'pending close', 'closed')
+        ]
+      end
+
+      it 'returns one range' do
+        expect(result).to be_one
+      end
+
+      it 'returns range from pending close' do
+        expect(result.first.first['value_to']).to eq 'pending close'
+      end
+
+      it 'returns range to closed' do
+        expect(result.first.second['value_to']).to eq 'closed'
+      end
+
+      it 'calls #range_on_break? thrice' do
+        allow(instance).to receive(:range_on_break?)
+        result
+        expect(instance).to have_received(:range_on_break?).exactly(3).times
+      end
+    end
+  end
+
+  describe '#accumulate_breaks' do
+    let(:input_a) { { Time.current.to_date => { '10:00' => '14:00' }, Time.current.tomorrow.to_date => { '10:00' => '14:05' } } }
+    let(:input_b) { { Time.current.to_date => { '17:00' => '18:00' } } }
+    let(:result)  { instance.send(:accumulate_breaks, [input_a, input_b]) }
+
+    it { expect(result.keys).to eq [Time.current.to_date, Time.current.tomorrow.to_date] }
+    it { expect(result[Time.current.to_date]).to eq({ '10:00' => '14:00', '17:00' => '18:00' }) }
+    it { expect(result[Time.current.tomorrow.to_date]).to eq({ '10:00' => '14:05' }) }
+  end
+
+  describe '#history_range_to_breaks' do
+    before { travel_to Time.current.noon }
+
+    let(:result) { instance.send(:history_range_to_breaks, history_from, history_to) }
+
+    context 'when fits in a single day' do
+      let(:history_from) { mock_state_hash(ticket.created_at + 90.minutes, 'open', 'pending close') }
+      let(:history_to) { mock_state_hash(ticket.created_at + 2.hours, 'pending close', 'closed') }
+
+      it { expect(result).to be_a Hash }
+      it { expect(result.keys).to eq [Time.current.to_date] }
+      it { expect(result.values.first).to eq({ '13:30' => '14:00' }) }
+    end
+
+    context 'when spills over to multiple days' do
+      let(:history_from) { mock_state_hash(ticket.created_at + 90.minutes, 'open', 'pending close') }
+      let(:history_to) { mock_state_hash(ticket.created_at + 2.days, 'pending close', 'closed') }
+
+      it { expect(result).to be_a Hash }
+      it { expect(result.keys).to eq [Time.current.to_date, Time.current.tomorrow.to_date, (Time.current + 2.days).to_date] }
+      it { expect(result.values.first).to eq({ '13:30' => '24:00' }) }
+      it { expect(result.values.second).to eq({ '00:00' => '24:00' }) }
+      it { expect(result.values.third).to eq({ '00:00' => '12:00' }) }
+    end
+  end
+
+  describe '#mock_initial_state' do
+    let(:result) { instance.send(:mock_initial_state) }
+
+    it { expect(result).to have_key('created_at').and(have_key('value_to')) }
+
+    context 'when ticket has no history' do
+      it { expect(result).to include('created_at' => ticket.created_at) }
+      it { expect(result).to include('value_to' => ticket.state.name) }
+    end
+
+    shared_context 'when ticket has state changes' do
+      let(:initial_state_name) { 'pending reminder' }
+      let(:ticket) { create :ticket, state: Ticket::State.lookup(name: initial_state_name) }
+
+      before do
+        freeze_time
+        ticket
+        travel timespan
+        ticket.update! state: Ticket::State.lookup(name: 'closed')
+      end
+    end
+
+    context 'when ticket has state changes later' do
+      let(:timespan) { 30.minutes }
+
+      include_examples 'when ticket has state changes'
+
+      it { expect(result).to include('created_at' => ticket.created_at) }
+      it { expect(result).to include('value_to' => initial_state_name) }
+    end
+
+    context 'when ticket has state changes at creation' do
+      let(:timespan) { 0.minutes }
+
+      include_examples 'when ticket has state changes'
+
+      it { expect(result).to be_nil }
+    end
+  end
+
+  def mock_state_hash(time, from, to)
+    {
+      'attribute'  => 'state',
+      'created_at' => time,
+      'value_from' => from,
+      'value_to'   => to
+    }
+  end
+end

spec/lib/escalation/ticket_preferences_spec.rb

@@ -0,0 +1,256 @@
+require 'rails_helper'
+
+RSpec.describe Escalation::TicketPreferences do
+  let(:instance) { described_class.new ticket }
+  let(:ticket)   { create(:ticket) }
+
+  describe '#sla_changed?' do
+    it 'false when using same sla' do
+      sla = create(:sla)
+      instance.hash[:sla_id] = sla.id
+      instance.hash[:sla_updated_at] = sla.updated_at
+
+      expect(instance).not_to be_sla_changed(sla)
+    end
+
+    it 'true when using another sla' do
+      sla  = create(:sla)
+      sla2 = create(:sla)
+
+      instance.hash[:sla_id] = sla.id
+      instance.hash[:sla_updated_at] = sla.updated_at
+
+      expect(instance).to be_sla_changed(sla2)
+    end
+
+    it 'true when using updated sla' do
+      sla = create(:sla)
+
+      instance.hash[:sla_id] = sla.id
+      instance.hash[:sla_updated_at] = sla.updated_at
+
+      sla.touch
+
+      expect(instance).to be_sla_changed(sla)
+    end
+
+    it 'doe not fail given nil' do
+      expect { instance.sla_changed?(nil) }.not_to raise_error
+    end
+  end
+
+  describe '#calendar_changed?' do
+    it 'false when using same calendar' do
+      calendar = create(:calendar)
+      instance.hash[:calendar_id] = calendar.id
+      instance.hash[:calendar_updated_at] = calendar.updated_at
+
+      expect(instance).not_to be_calendar_changed(calendar)
+    end
+
+    it 'true when using another calendar' do
+      calendar  = create(:calendar)
+      calendar2 = create(:calendar)
+
+      instance.hash[:calendar_id] = calendar.id
+      instance.hash[:calendar_updated_at] = calendar.updated_at
+
+      expect(instance).to be_calendar_changed(calendar2)
+    end
+
+    it 'true when using updated calendar' do
+      calendar = create(:calendar)
+
+      instance.hash[:calendar_id] = calendar.id
+      instance.hash[:calendar_updated_at] = calendar.updated_at
+
+      calendar.touch
+
+      expect(instance).to be_calendar_changed(calendar)
+    end
+
+    it 'doe not fail given nil' do
+      expect { instance.calendar_changed?(nil) }.not_to raise_error
+    end
+  end
+
+  describe '#first_response_at_changed?' do
+    before { freeze_time }
+
+    it 'true when changed' do
+      instance.hash[:first_response_at] = 1.day.ago
+      ticket.update! first_response_at: 1.week.ago
+
+      expect(instance).to be_first_response_at_changed(ticket)
+    end
+
+    it 'false when matching' do
+      instance.hash[:first_response_at] = 7.days.ago
+      ticket.update! first_response_at: 1.week.ago
+
+      expect(instance).not_to be_first_response_at_changed(ticket)
+    end
+  end
+
+  describe '#last_update_at_changed?' do
+    before { freeze_time }
+
+    it 'true when changed' do
+      instance.hash[:last_update_at] = 1.day.ago
+      ticket.update! last_contact_customer_at: 1.week.ago
+
+      expect(instance).to be_last_update_at_changed(ticket)
+    end
+
+    it 'false when matching' do
+      instance.hash[:last_update_at] = 7.days.ago
+      ticket.update! last_contact_customer_at: 1.week.ago
+
+      expect(instance).not_to be_last_update_at_changed(ticket)
+    end
+  end
+
+  describe '#close_at_changed?' do
+    before { freeze_time }
+
+    it 'true when changed' do
+      instance.hash[:close_at] = 1.day.ago
+      ticket.update! close_at: 1.week.ago
+
+      expect(instance).to be_close_at_changed(ticket)
+    end
+
+    it 'false when matching' do
+      instance.hash[:close_at] = 7.days.ago
+      ticket.update! close_at: 1.week.ago
+
+      expect(instance).not_to be_close_at_changed(ticket)
+    end
+  end
+
+  describe '#property_changes?' do
+    before { freeze_time }
+
+    it 'false when no changes' do
+      ticket.update!       last_contact_customer_at: 1.week.ago, first_response_at: 5.days.ago, close_at: 1.day.ago
+      instance.hash.merge! last_update_at:           1.week.ago, first_response_at: 5.days.ago, close_at: 1.day.ago
+
+      expect(instance).not_to be_property_changes(ticket)
+    end
+
+    it 'true when #first_response_at changes' do
+      ticket.update!       last_contact_customer_at: 1.week.ago, first_response_at: 4.days.ago, close_at: 1.day.ago
+      instance.hash.merge! last_update_at:           1.week.ago, first_response_at: 5.days.ago, close_at: 1.day.ago
+
+      expect(instance).to be_property_changes(ticket)
+    end
+
+    it 'true when last_update_at changes' do
+      ticket.update!       last_contact_customer_at: 2.weeks.ago, first_response_at: 5.days.ago, close_at: 1.day.ago
+      instance.hash.merge! last_update_at:           1.week.ago,  first_response_at: 5.days.ago, close_at: 1.day.ago
+
+      expect(instance).to be_property_changes(ticket)
+    end
+
+    it 'true when #close_at changes' do
+      ticket.update!       last_contact_customer_at: 1.week.ago, first_response_at: 5.days.ago, close_at: 2.days.ago
+      instance.hash.merge! last_update_at:           1.week.ago, first_response_at: 5.days.ago, close_at: 1.day.ago
+
+      expect(instance).to be_property_changes(ticket)
+    end
+  end
+
+  describe '#any_changes?' do
+    let(:sla) { create(:sla) }
+
+    before do
+      freeze_time
+      sla
+
+      instance.hash[:sla_id] = sla.id
+      instance.hash[:sla_updated_at] = sla.updated_at
+      instance.hash[:calendar_id] = sla.calendar.id
+      instance.hash[:calendar_updated_at] = sla.calendar.updated_at
+    end
+
+    it 'false when no changes' do
+      instance.hash[:escalation_disabled] = false
+
+      ticket.update!       last_contact_customer_at: 1.week.ago, first_response_at: 5.days.ago, close_at: 1.day.ago
+      instance.hash.merge! last_update_at:           1.week.ago, first_response_at: 5.days.ago, close_at: 1.day.ago
+
+      expect(instance).not_to be_any_changes(ticket, sla, false)
+    end
+
+    it 'true when time property changed' do
+      instance.hash[:escalation_disabled] = false
+
+      ticket.update!       last_contact_customer_at: 1.week.ago, first_response_at: 5.days.ago, close_at: 2.days.ago
+      instance.hash.merge! last_update_at:           1.week.ago, first_response_at: 5.days.ago, close_at: 1.day.ago
+
+      expect(instance).to be_any_changes(ticket, sla, false)
+    end
+
+    it 'true when sla changes' do
+      sla2 = create(:sla)
+
+      instance.hash[:escalation_disabled] = false
+
+      ticket.update!       last_contact_customer_at: 1.week.ago, first_response_at: 5.days.ago, close_at: 1.day.ago
+      instance.hash.merge! last_update_at:           1.week.ago, first_response_at: 5.days.ago, close_at: 1.day.ago
+
+      expect(instance).to be_any_changes(ticket, sla2, false)
+    end
+
+    it 'true when escalability status changes' do
+      instance.hash[:escalation_disabled] = true
+
+      ticket.update!       last_contact_customer_at: 1.week.ago, first_response_at: 5.days.ago, close_at: 1.day.ago
+      instance.hash.merge! last_update_at:           1.week.ago, first_response_at: 5.days.ago, close_at: 1.day.ago
+
+      expect(instance).to be_any_changes(ticket, sla, false)
+    end
+  end
+
+  describe '#update_preferences' do
+    it 'sets escalation_calculation in ticket preferences' do
+      response = :spec
+      allow(instance).to receive(:hash_of).and_return(response)
+      instance.update_preferences(ticket, nil, false)
+      expect(ticket.preferences[:escalation_calculation]).to eq response
+    end
+  end
+
+  describe '#hash_of' do
+    let(:last_contact)        { 6.days.ago }
+    let(:first_response_at)   { 1.week.ago }
+    let(:close_at)            { 1.day.ago }
+    let(:sla)                 { create(:sla, updated_at: 1.week.from_now) }
+    let(:escalation_disabled) { false }
+    let(:result)              { instance.hash_of(ticket, sla, escalation_disabled) }
+
+    before do
+      freeze_time
+      sla
+      ticket.update! last_contact_customer_at: last_contact, first_response_at: first_response_at, close_at: close_at
+    end
+
+    it { expect(result).to be_a(Hash) }
+    it { expect(result[:first_response_at]).to eq ticket.first_response_at }
+    it { expect(result[:last_update_at]).to eq last_contact }
+    it { expect(result[:close_at]).to eq ticket.close_at }
+    it { expect(result[:sla_id]).to eq sla.id }
+    it { expect(result[:sla_updated_at]).to eq sla.updated_at }
+    it { expect(result[:calendar_id]).to eq sla.calendar.id }
+    it { expect(result[:calendar_updated_at]).to eq sla.calendar.updated_at }
+    it { expect(result[:escalation_disabled]).to eq escalation_disabled }
+
+    context 'when sla not given' do
+      let(:sla) { nil }
+
+      it 'sla and calendar meta data are not included' do
+        expect(result.keys).to eq %i[first_response_at last_update_at close_at escalation_disabled]
+      end
+    end
+  end
+end

spec/lib/escalation_spec.rb

@@ -0,0 +1,511 @@
+require 'rails_helper'
+
+RSpec.describe ::Escalation do
+  let(:instance) { described_class.new ticket, force: force }
+  let(:instance_with_history) { described_class.new ticket_with_history, force: force }
+  let(:ticket)   { create(:ticket) }
+  let(:force)    { false }
+  let(:sla)      { nil }
+  let(:sla_247)  { create(:sla, :condition_blank, first_response_time: 60, update_time: 60, solution_time: 75, calendar: create(:calendar, :'24/7')) }
+  let(:calendar) { nil }
+  let(:ticket_with_history) do
+    freeze_time
+    ticket = create(:ticket)
+    ticket.update! state: Ticket::State.lookup(name: 'new')
+    travel 1.hour
+    ticket.update! state: Ticket::State.lookup(name: 'open')
+    travel 30.minutes
+    ticket.update! state: Ticket::State.lookup(name: 'pending close')
+    travel 30.minutes
+    ticket.update! state: Ticket::State.lookup(name: 'closed'), close_at: Time.current
+    ticket
+  end
+
+  let(:open_ticket_with_history) do
+    freeze_time
+    article = create(:ticket_article, :inbound_email)
+
+    travel 10.minutes
+    article.ticket.update! state: Ticket::State.lookup(name: 'pending close')
+    travel 10.minutes
+    article.ticket.update! state: Ticket::State.lookup(name: 'open')
+
+    article.ticket
+  end
+
+  describe '#preferences' do
+    it { expect(instance.preferences).to be_a Escalation::TicketPreferences }
+  end
+
+  describe '#escalation_disabled?' do
+    it 'true when ticket is not open' do
+      ticket.update! state: Ticket::State.lookup(name: 'pending close')
+      expect(instance).to be_escalation_disabled
+    end
+
+    it 'false when ticket is open' do
+      expect(instance).not_to be_escalation_disabled
+    end
+  end
+
+  describe '#calculatable?' do
+    it 'false when ticket is not open' do
+      ticket.update! state: Ticket::State.lookup(name: 'pending close')
+      expect(instance).not_to be_calculatable
+    end
+
+    it 'true when ticket is open' do
+      expect(instance).to be_calculatable
+    end
+
+    # https://github.com/zammad/zammad/issues/2579
+    it 'true when ticket was just closed' do
+      ticket
+      travel 30.minutes
+
+      without_update_escalation_information_callback { ticket.update close_at: Time.current, state: Ticket::State.lookup(name: 'closed') }
+
+      expect(instance).to be_calculatable
+    end
+  end
+
+  describe '#calculate' do
+    it 'works and updates' do
+      ticket
+      sla_247
+      expect { instance.calculate }.to change(ticket, :has_changes_to_save?).to(true)
+    end
+
+    it 'exit early when escalation is disabled' do
+      allow(instance).to receive(:escalation_disabled?).and_return(true)
+      allow(instance).to receive(:calendar) # next method called after checking escalation state
+      instance.calculate
+      expect(instance).not_to have_received(:calendar)
+    end
+
+    it 'recalculate when escalation is disabled but it is forced' do
+      instance_forced = described_class.new ticket, force: true
+      allow(instance_forced).to receive(:escalation_disabled?).and_return(true)
+      allow(instance_forced).to receive(:calendar) # next method called after checking escalation state
+      instance_forced.calculate
+      expect(instance_forced).to have_received(:calendar)
+    end
+
+    it 'no calendar is early exit' do
+      allow(instance).to receive(:calendar).and_return(nil)
+      allow(instance.preferences).to receive(:any_changes?) # next method after the check
+      instance.calculate
+      expect(instance.preferences).not_to have_received(:any_changes?)
+    end
+
+    it 'no calendar resets' do
+      allow(instance).to receive(:calendar).and_return(nil)
+      allow(instance).to receive(:forced?).and_return(true)
+      allow(instance).to receive(:calculate_no_calendar)
+      instance.calculate
+      expect(instance).to have_received(:calculate_no_calendar)
+    end
+
+    context 'with SLA 24/7' do
+      before { sla_247 }
+
+      it 'forces recalculation when SLA touched' do
+        allow(instance.preferences).to receive(:sla_changed?).and_return(true)
+        allow(instance).to receive(:force!)
+        instance.calculate
+
+        expect(instance).to have_received(:force!)
+      end
+
+      it 'calculates when ticket was touched in a related manner' do
+        allow(instance.preferences).to receive(:any_changes?).and_return(true)
+        allow(instance).to receive(:update_escalations)
+        instance.calculate
+        expect(instance).to have_received(:update_escalations)
+      end
+
+      it 'skips calculating escalation times when ticket was not touched in a related manner' do
+        allow(instance.preferences).to receive(:any_changes?).and_return(false)
+        allow(instance).to receive(:update_escalations)
+        instance.calculate
+        expect(instance).not_to have_received(:update_escalations)
+      end
+
+      it 'calculates statistics when ticket was touched in a related manner' do
+        allow(instance.preferences).to receive(:any_changes?).and_return(true)
+        allow(instance).to receive(:update_statistics)
+        instance.calculate
+        expect(instance).to have_received(:update_statistics)
+      end
+
+      it 'skips calculating statistics when ticket was not touched in a related manner' do
+        allow(instance.preferences).to receive(:any_changes?).and_return(false)
+        allow(instance).to receive(:update_statistics)
+        instance.calculate
+        expect(instance).not_to have_received(:update_statistics)
+      end
+
+      it 'setting #first_response_at does not nullify other escalations' do
+        ticket.update! first_response_at: 30.minutes.from_now
+        expect(ticket.reload.close_escalation_at).not_to be_nil
+      end
+
+      it 'setting ticket to non-escalatable state clears #escalation_at' do
+        ticket.update! state: Ticket::State.lookup(name: 'closed')
+        expect(ticket.escalation_at).to be_nil
+      end
+
+      # https://github.com/zammad/zammad/issues/2579
+      it 'calculates closing statistics on closing ticket' do
+        ticket
+
+        travel 30.minutes
+
+        without_update_escalation_information_callback { ticket.update close_at: Time.current, state: Ticket::State.lookup(name: 'closed') }
+
+        expect { instance.calculate }.to change(ticket, :close_in_min).from(nil)
+      end
+    end
+  end
+
+  describe '#force!' do
+    it 'sets forced? to true' do
+      expect { instance.send(:force!) }.to change(instance, :forced?).from(false).to(true)
+    end
+  end
+
+  describe 'calculate_not_calculatable' do
+    it 'sets escalation dates to nil' do
+      sla_247
+      open_ticket_with_history
+      instance = described_class.new open_ticket_with_history
+      instance.calculate_not_calculatable
+      expect(open_ticket_with_history).to have_attributes(escalation_at: nil, first_response_escalation_at: nil, update_escalation_at: nil, close_escalation_at: nil)
+    end
+  end
+
+  describe '#sla' do
+    it 'returns SLA when it exists' do
+      sla_247
+      expect(instance.sla).to be_a(Sla)
+    end
+
+    it 'returns nil when no SLA' do
+      expect(instance.sla).to be_nil
+    end
+  end
+
+  describe '#calendar' do
+    it 'returns calendar when it exists' do
+      sla_247
+      expect(instance.calendar).to be_a(Calendar)
+    end
+
+    it 'returns nil when no calendar' do
+      expect(instance.calendar).to be_nil
+    end
+  end
+
+  describe '#forced?' do
+    it 'true when given true' do
+      instance = described_class.new ticket, force: true
+      expect(instance).to be_forced
+    end
+
+    it 'false when given false' do
+      instance = described_class.new ticket, force: false
+      expect(instance).not_to be_forced
+    end
+
+    it 'false when given nil' do
+      instance = described_class.new ticket, force: nil
+      expect(instance).not_to be_forced
+    end
+  end
+
+  describe '#update_escalations' do
+    it 'sets escalation times' do
+      instance = described_class.new open_ticket_with_history
+      sla_247
+      expect { instance.update_escalations }
+        .to change(open_ticket_with_history, :escalation_at).from(nil)
+    end
+
+    # https://github.com/zammad/zammad/issues/3140
+    it 'agent follow up does not set #update_escalation_at' do
+      sla_247
+      ticket
+      create(:ticket_article, :outbound_email, ticket: ticket)
+
+      expect(ticket.reload.update_escalation_at).to be_nil
+    end
+
+    # https://github.com/zammad/zammad/issues/3140
+    it 'customer contact sets #update_escalation_at' do
+      sla_247
+      ticket
+      create(:ticket_article, :inbound_email, ticket: ticket)
+
+      expect(ticket.reload.update_escalation_at).to be_a(Time)
+    end
+
+    context 'with ticket with sla and customer enquiry' do
+      before do
+        sla_247
+        ticket
+
+        travel 10.minutes
+
+        create(:ticket_article, :inbound_email, ticket: ticket)
+
+        travel 10.minutes
+      end
+
+      # https://github.com/zammad/zammad/issues/3140
+      it 'agent response clears #update_escalation_at' do
+        expect { create(:ticket_article, :outbound_email, ticket: ticket) }
+          .to change { ticket.reload.update_escalation_at }.to(nil)
+      end
+
+      # https://github.com/zammad/zammad/issues/3140
+      it 'repeated customer requests do not #update_escalation_at' do
+        expect { create(:ticket_article, :inbound_email, ticket: ticket) }
+          .not_to change { ticket.reload.update_escalation_at }
+      end
+    end
+  end
+
+  describe '#escalation_first_response' do
+    let(:force) { true } # initial calculation
+
+    it 'returns attribute' do
+      sla_247
+      allow(instance_with_history).to receive(:escalation_disabled?).and_return(false)
+      result = instance_with_history.send(:escalation_first_response)
+      expect(result).to include first_response_escalation_at: 60.minutes.ago
+    end
+
+    it 'returns nil when no sla#first_response_time' do
+      sla_247.update! first_response_time: nil
+      allow(instance_with_history).to receive(:escalation_disabled?).and_return(false)
+      result = instance_with_history.send(:escalation_first_response)
+      expect(result).to include(first_response_escalation_at: nil)
+    end
+  end
+
+  describe '#escalation_update' do
+    it 'returns attribute' do
+      sla_247
+      ticket_with_history.last_contact_customer_at = 2.hours.ago
+      allow(instance_with_history).to receive(:escalation_disabled?).and_return(false)
+      result = instance_with_history.send(:escalation_update)
+      expect(result).to include update_escalation_at: 60.minutes.ago
+    end
+
+    it 'returns nil when no sla#update_time' do
+      sla_247.update! update_time: nil
+      allow(instance_with_history).to receive(:escalation_disabled?).and_return(false)
+      result = instance_with_history.send(:escalation_update)
+      expect(result).to include(update_escalation_at: nil)
+    end
+  end
+
+  describe '#escalation_close' do
+    it 'returns attribute' do
+      sla_247
+      ticket_with_history.update! state: Ticket::State.lookup(name: 'open'), close_at: nil
+      allow(instance_with_history).to receive(:escalation_disabled?).and_return(false)
+      result = instance_with_history.send(:escalation_close)
+      expect(result).to include close_escalation_at: 45.minutes.ago
+    end
+
+    it 'returns nil when no sla#solution_time' do
+      sla_247.update! solution_time: nil
+      allow(instance_with_history).to receive(:escalation_disabled?).and_return(false)
+      result = instance_with_history.send(:escalation_close)
+      expect(result).to include(close_escalation_at: nil)
+    end
+  end
+
+  describe '#calculate_time' do
+    before do
+      sla_247
+      start
+    end
+
+    let(:start) { 75.minutes.from_now.change(sec: 0) }
+
+    it 'calculates target time that is given working minutes after start time' do
+      expect(instance_with_history.send(:calculate_time, start, 30)).to eq(start + 1.hour)
+    end
+
+    it 'returns nil when given 0 span' do
+      expect(instance_with_history.send(:calculate_time, start, 0)).to be_nil
+    end
+
+    it 'returns nil when given no span' do
+      expect(instance_with_history.send(:calculate_time, start, nil)).to be_nil
+    end
+  end
+
+  describe '#calculate_next_escalation' do
+    it 'nil when escalation is disabled' do
+      ticket.update! state: Ticket::State.lookup(name: 'closed')
+      expect(instance.send(:calculate_next_escalation)).to be_nil
+    end
+
+    it 'first_response_escalation_at when earliest' do
+      ticket.update! first_response_escalation_at: 1.hour.from_now, update_escalation_at: 2.hours.from_now, close_escalation_at: 3.hours.from_now
+      expect(instance.send(:calculate_next_escalation)).to eq ticket.first_response_escalation_at
+    end
+
+    it 'update_escalation_at when earliest' do
+      ticket.update! first_response_escalation_at: 2.hours.from_now, update_escalation_at: 1.hour.from_now, close_escalation_at: 3.hours.from_now
+      expect(instance.send(:calculate_next_escalation)).to eq ticket.update_escalation_at
+    end
+
+    it 'close_escalation_at when earliest' do
+      ticket.update! first_response_escalation_at: 2.hours.from_now, update_escalation_at: 1.hour.from_now, close_escalation_at: 30.minutes.from_now
+      expect(instance.send(:calculate_next_escalation)).to eq ticket.close_escalation_at
+    end
+
+    it 'works when one of escalation times is not present' do
+      ticket.update! first_response_escalation_at: 1.hour.from_now, update_escalation_at: nil, close_escalation_at: nil
+      expect { instance.send(:calculate_next_escalation) }.not_to raise_error
+    end
+  end
+
+  describe '#statistics_first_response' do
+    it 'calculates statistics' do
+      sla_247
+      ticket_with_history.first_response_at = 45.minutes.ago
+      instance_with_history.force!
+
+      result = instance_with_history.send(:statistics_first_response)
+      expect(result).to include(first_response_in_min: 75, first_response_diff_in_min: -15)
+    end
+
+    it 'does not touch statistics when sla time is nil' do
+      sla_247.update! first_response_time: nil
+      ticket_with_history.first_response_at = 45.minutes.ago
+      instance_with_history.force!
+
+      result = instance_with_history.send(:statistics_first_response)
+      expect(result).to be_nil
+    end
+  end
+
+  describe '#statistics_update' do
+    before do
+      sla_247
+      freeze_time
+    end
+
+    it 'calculates statistics' do
+      ticket_with_history.last_contact_customer_at = 61.minutes.ago
+      ticket_with_history.last_contact_agent_at    = 60.minutes.ago
+
+      result = instance_with_history.send(:statistics_update)
+      expect(result).to include(update_in_min: 1, update_diff_in_min: 59)
+    end
+
+    it 'does not calculate statistics when customer respose is last' do
+      ticket_with_history.last_contact_customer_at = 59.minutes.ago
+      ticket_with_history.last_contact_agent_at    = 60.minutes.ago
+
+      result = instance_with_history.send(:statistics_update)
+      expect(result).to be_nil
+    end
+
+    it 'does not calculate statistics when only customer enquiry present' do
+      create(:ticket_article, :inbound_email, ticket: ticket)
+
+      result = instance.send(:statistics_update)
+      expect(result).to be_nil
+    end
+
+    it 'calculates update statistics of last exchange' do
+      create(:ticket_article, :inbound_email, ticket: ticket)
+      travel 10.minutes
+      create(:ticket_article, :outbound_email, ticket: ticket)
+
+      instance.force!
+      expect(instance.send(:statistics_update)).to include(update_in_min: 10, update_diff_in_min: 50)
+    end
+
+    context 'with multiple exchanges and later one being quicker' do
+      before do
+        create(:ticket_article, :inbound_email, ticket: ticket)
+        travel 10.minutes
+        create(:ticket_article, :outbound_email, ticket: ticket)
+        travel 10.minutes
+        create(:ticket_article, :inbound_email, ticket: ticket)
+        travel 5.minutes
+        create(:ticket_article, :outbound_email, ticket: ticket)
+      end
+
+      it 'keeps statistics of longest exchange' do
+        expect(ticket.reload).to have_attributes(update_in_min: 10, update_diff_in_min: 50)
+      end
+    end
+
+    it 'does not touch statistics when sla time is nil' do
+      sla_247.update! update_time: nil
+      ticket_with_history.last_contact_customer_at = 60.minutes.ago
+      instance_with_history.force!
+
+      result = instance_with_history.send(:statistics_update)
+      expect(result).to be_nil
+    end
+
+    it 'does not touch statistics when last update is nil' do
+      ticket_with_history.assign_attributes last_contact_agent_at: nil, last_contact_customer_at: nil
+      instance_with_history.force!
+
+      result = instance_with_history.send(:statistics_update)
+      expect(result).to be_nil
+    end
+  end
+
+  describe '#statistics_close' do
+    it 'calculates statistics' do
+      sla_247
+      ticket_with_history.close_at = 50.minutes.ago
+      instance_with_history.force!
+
+      result = instance_with_history.send(:statistics_close)
+      expect(result).to include(close_in_min: 70, close_diff_in_min: 5)
+    end
+
+    it 'does not touch statistics when sla time is nil' do
+      sla_247.update! solution_time: nil
+      ticket_with_history.close_at = 50.minutes.ago
+      instance_with_history.force!
+
+      result = instance_with_history.send(:statistics_close)
+      expect(result).to be_nil
+    end
+  end
+
+  describe '#calculate_minutes' do
+    it 'calculates working minutes up to given time' do
+      sla_247
+      expect(instance_with_history.send(:calculate_minutes, ticket_with_history.created_at, 90.minutes.ago)).to be 30
+    end
+
+    it 'returns nil when given nil' do
+      sla_247
+      expect(instance.send(:calculate_minutes, ticket.created_at, nil)).to be_nil
+    end
+  end
+
+  it 'switching state pushes escalation date' do
+    sla_247
+    open_ticket_with_history.reload
+    expect(open_ticket_with_history.update_escalation_at).to eq open_ticket_with_history.created_at + 70.minutes
+  end
+
+  def without_update_escalation_information_callback(&block)
+    Ticket.without_callback(:commit, :after, :update_escalation_information, &block)
+  end
+end

spec/models/calendar_spec.rb

@@ -149,7 +149,7 @@ RSpec.describe Calendar, type: :model do
         end
 
         it 'does create a background job for escalation rebuild' do
-          expect { calendar.sync }.to have_enqueued_job(SlaTicketRebuildEscalationJob)
+          expect { calendar.sync }.to have_enqueued_job(TicketEscalationRebuildJob)
         end
       end
 
@@ -257,4 +257,187 @@ RSpec.describe Calendar, type: :model do
       it { expect(result[:day_2]).to eq({ '09:00' => '17:00', '00:01' => '02:00' }) }
     end
   end
+
+  context 'when updated Calendar no longer matches Ticket', :performs_jobs do
+    subject(:ticket) { create(:ticket, created_at: '2016-11-01 13:56:21 UTC', updated_at: '2016-11-01 13:56:21 UTC') }
+
+    let(:calendar) do
+      create(:calendar,
+             business_hours:  {
+               mon: {
+                 active:     true,
+                 timeframes: [ ['08:00', '20:00'] ]
+               },
+               tue: {
+                 active:     true,
+                 timeframes: [ ['08:00', '20:00'] ]
+               },
+               wed: {
+                 active:     true,
+                 timeframes: [ ['08:00', '20:00'] ]
+               },
+               thu: {
+                 active:     true,
+                 timeframes: [ ['08:00', '20:00'] ]
+               },
+               fri: {
+                 active:     true,
+                 timeframes: [ ['08:00', '20:00'] ]
+               },
+               sat: {
+                 active:     false,
+                 timeframes: [ ['08:00', '17:00'] ]
+               },
+               sun: {
+                 active:     false,
+                 timeframes: [ ['08:00', '17:00'] ]
+               },
+             },
+             public_holidays: {
+               '2016-11-01' => {
+                 'active'  => true,
+                 'summary' => 'test 1',
+               },
+             })
+    end
+
+    let(:sla) { create(:sla, condition: {}, calendar: calendar, first_response_time: 60, update_time: 120, solution_time: nil) }
+
+    before do
+      queue_adapter.perform_enqueued_jobs = true
+      queue_adapter.perform_enqueued_at_jobs = true
+
+      sla
+      ticket
+      create(:'ticket/article', :inbound_web, ticket: ticket, created_at: '2016-11-01 13:56:21 UTC', updated_at: '2016-11-01 13:56:21 UTC')
+      ticket.reload
+
+      create(:'ticket/article', :outbound_email, ticket: ticket, created_at: '2016-11-07 13:26:36 UTC', updated_at: '2016-11-07 13:26:36 UTC')
+      ticket.reload
+    end
+
+    it 'calculates escalation_at attributes' do
+
+      expect(ticket.escalation_at).to be_nil
+      expect(ticket.first_response_escalation_at).to be_nil
+      expect(ticket.update_escalation_at).to be_nil
+      expect(ticket.close_escalation_at).to be_nil
+
+      # set sla's for timezone "Europe/Berlin" wintertime (+1), so UTC times are 3:00-18:00
+      calendar.update!(
+        business_hours:  {
+          mon: {
+            active:     true,
+            timeframes: [ ['04:00', '20:00'] ]
+          },
+          tue: {
+            active:     true,
+            timeframes: [ ['04:00', '20:00'] ]
+          },
+          wed: {
+            active:     true,
+            timeframes: [ ['04:00', '20:00'] ]
+          },
+          thu: {
+            active:     true,
+            timeframes: [ ['04:00', '20:00'] ]
+          },
+          fri: {
+            active:     true,
+            timeframes: [ ['04:00', '20:00'] ]
+          },
+          sat: {
+            active:     false,
+            timeframes: [ ['04:00', '13:00'] ] # this changed from '17:00' => '13:00'
+          },
+          sun: {
+            active:     false,
+            timeframes: [ ['04:00', '17:00'] ]
+          },
+        },
+        public_holidays: {
+          '2016-11-01' => {
+            'active'  => true,
+            'summary' => 'test 1',
+          },
+        },
+      )
+
+      ticket.reload
+
+      expect(ticket.escalation_at).to be_nil
+      expect(ticket.first_response_escalation_at).to be_nil
+      expect(ticket.update_escalation_at).to be_nil
+      expect(ticket.close_escalation_at).to be_nil
+    end
+
+  end
+
+  context 'when SLA relevant timezone holidays are configured' do
+
+    let(:calendar) do
+      create(:calendar,
+             public_holidays: {
+               '2015-09-22' => {
+                 'active'  => true,
+                 'summary' => 'test 1',
+               },
+               '2015-09-23' => {
+                 'active'  => false,
+                 'summary' => 'test 2',
+               },
+               '2015-09-24' => {
+                 'removed' => false,
+                 'summary' => 'test 3',
+               },
+             })
+    end
+
+    let(:sla) do
+      create(:sla,
+             calendar:            calendar,
+             condition:           {},
+             first_response_time: 120,
+             update_time:         180,
+             solution_time:       240)
+    end
+
+    before do
+      sla
+      ticket.reload
+    end
+
+    context 'when a Ticket is created in working hours but not affected by the configured holidays' do
+      subject(:ticket) { create(:ticket, created_at: '2013-10-21 09:30:00 UTC', updated_at: '2013-10-21 09:30:00 UTC') }
+
+      it 'calculates escalation_at attributes' do
+        expect(ticket.escalation_at.gmtime.to_s).to eq('2013-10-21 11:30:00 UTC')
+        expect(ticket.first_response_escalation_at.gmtime.to_s).to eq('2013-10-21 11:30:00 UTC')
+        expect(ticket.update_escalation_at).to be_nil
+        expect(ticket.close_escalation_at.gmtime.to_s).to eq('2013-10-21 13:30:00 UTC')
+      end
+    end
+
+    context 'when a Ticket is created before the working hours but not affected by the configured holidays' do
+      subject(:ticket) { create(:ticket, created_at: '2013-10-21 05:30:00 UTC', updated_at: '2013-10-21 05:30:00 UTC') }
+
+      it 'calculates escalation_at attributes' do
+        expect(ticket.escalation_at.gmtime.to_s).to eq('2013-10-21 09:00:00 UTC')
+        expect(ticket.first_response_escalation_at.gmtime.to_s).to eq('2013-10-21 09:00:00 UTC')
+        expect(ticket.update_escalation_at).to be_nil
+        expect(ticket.close_escalation_at.gmtime.to_s).to eq('2013-10-21 11:00:00 UTC')
+      end
+    end
+
+    context 'when a Ticket is created before the holidays but escalation should take place while holidays are' do
+      subject(:ticket) { create(:ticket, created_at: '2015-09-21 14:30:00 UTC', updated_at: '2015-09-21 14:30:00 UTC') }
+
+      it 'calculates escalation_at attributes' do
+        expect(ticket.escalation_at.gmtime.to_s).to eq('2015-09-23 08:30:00 UTC')
+        expect(ticket.first_response_escalation_at.gmtime.to_s).to eq('2015-09-23 08:30:00 UTC')
+        expect(ticket.update_escalation_at).to be_nil
+        expect(ticket.close_escalation_at.gmtime.to_s).to eq('2015-09-23 10:30:00 UTC')
+      end
+    end
+  end
 end

spec/models/sla/has_escalation_calculation_impact_examples.rb

@@ -0,0 +1,238 @@
+RSpec.shared_examples 'HasEscalationCalculationImpact', :performs_jobs do
+
+  before do
+    queue_adapter.perform_enqueued_jobs = true
+    queue_adapter.perform_enqueued_at_jobs = true
+
+    travel_to(DateTime.parse('2013-03-21 09:30:00 UTC'))
+  end
+
+  context 'when affected Ticket existed' do
+
+    subject(:sla) { create(:sla, calendar: calendar, first_response_time: 60, update_time: 180, solution_time: 240) }
+
+    let(:calendar) { create(:calendar, :business_hours_9_17) }
+    let!(:ticket) { create(:ticket) }
+
+    it 'calculates escalation_at' do
+      expect { sla }.to change { ticket.reload.escalation_at }.to eq(ticket.created_at + 1.hour)
+    end
+
+    it 'calculates first_response_escalation_at' do
+      expect { sla }.to change { ticket.reload.first_response_escalation_at }.to eq(ticket.created_at + 1.hour)
+    end
+
+    it 'calculates update_escalation_at' do
+      expect { sla }.not_to change { ticket.reload.update_escalation_at }.from nil
+    end
+
+    it 'calculates close_escalation_at' do
+      expect { sla }.to change { ticket.reload.close_escalation_at }.to eq(ticket.created_at + 4.hours)
+    end
+
+    context 'when SLA gets updated' do
+
+      before do
+        sla
+      end
+
+      def first_response_time_change
+        sla.update!(first_response_time: 120)
+      end
+
+      it 'calculates escalation_at' do
+        expect { first_response_time_change }.to change { ticket.reload.escalation_at }.to eq(ticket.created_at + 2.hours)
+      end
+
+      it 'calculates first_response_escalation_at' do
+        expect { first_response_time_change }.to change { ticket.reload.first_response_escalation_at }.to eq(ticket.created_at + 2.hours)
+      end
+
+      it 'calculates update_escalation_at' do
+        expect { first_response_time_change }.not_to change { ticket.reload.update_escalation_at }.from nil
+      end
+
+      it 'calculates close_escalation_at' do
+        expect { first_response_time_change }.not_to change { ticket.reload.close_escalation_at }.from eq(ticket.created_at + 4.hours)
+      end
+    end
+  end
+
+  context 'when matching conditions' do
+
+    context "when matching indirect via 'is not'" do
+
+      subject(:ticket) { create(:ticket, created_at: '2013-03-21 09:30:00 UTC', updated_at: '2013-03-21 09:30:00 UTC') }
+
+      let(:calendar) { create(:calendar) }
+
+      let(:sla_not_matching) do
+        create(:sla,
+               calendar:            calendar,
+               condition:           {
+                 'ticket.priority_id' => {
+                   operator: 'is not',
+                   value:    %w[1 2 3],
+                 },
+               },
+               first_response_time: 10,
+               update_time:         20,
+               solution_time:       300)
+      end
+
+      let(:sla_matching_indirect) do
+        create(:sla,
+               calendar:            calendar,
+               condition:           {
+                 'ticket.priority_id' => {
+                   operator: 'is not',
+                   value:    '1',
+                 },
+               },
+               first_response_time: 120,
+               update_time:         180,
+               solution_time:       240)
+      end
+
+      before do
+        sla_not_matching
+        sla_matching_indirect
+        ticket
+        ticket.reload
+      end
+
+      it 'calculates escalation_at attributes' do
+        expect(ticket.escalation_at.gmtime.to_s).to eq('2013-03-21 11:30:00 UTC')
+        expect(ticket.first_response_escalation_at.gmtime.to_s).to eq('2013-03-21 11:30:00 UTC')
+        expect(ticket.update_escalation_at).to be_nil
+        expect(ticket.close_escalation_at.gmtime.to_s).to eq('2013-03-21 13:30:00 UTC')
+      end
+    end
+
+    context 'when matching ticket.priority_id and article.subject' do
+      subject(:ticket) { create(:ticket, created_at: '2016-03-21 12:30:00 UTC', updated_at: '2016-03-21 12:30:00 UTC') }
+
+      let(:calendar) { create(:calendar) }
+
+      let(:sla) do
+        create(:sla,
+               condition:           {
+                 'ticket.priority_id' => {
+                   operator: 'is',
+                   value:    %w[1 2 3],
+                 },
+                 'article.subject'    => {
+                   operator: 'contains',
+                   value:    'SLA TEST',
+                 },
+               },
+               calendar:            calendar,
+               first_response_time: 60,
+               update_time:         120,
+               solution_time:       180)
+      end
+
+      before do
+        sla
+        ticket
+        create(:'ticket/article', :inbound_email, subject: 'SLA TEST', ticket: ticket, created_at: '2016-03-21 12:30:00 UTC', updated_at: '2016-03-21 12:30:00 UTC')
+        ticket.reload
+      end
+
+      it 'calculates escalation_at attributes' do
+        expect(ticket.escalation_at.gmtime.to_s).to eq('2016-03-21 13:30:00 UTC')
+        expect(ticket.first_response_escalation_at.gmtime.to_s).to eq('2016-03-21 13:30:00 UTC')
+        expect(ticket.first_response_in_min).to be_nil
+        expect(ticket.first_response_diff_in_min).to be_nil
+        expect(ticket.update_escalation_at.gmtime.to_s).to eq('2016-03-21 14:30:00 UTC')
+        expect(ticket.close_escalation_at.gmtime.to_s).to eq('2016-03-21 15:30:00 UTC')
+        expect(ticket.close_in_min).to be_nil
+        expect(ticket.close_diff_in_min).to be_nil
+      end
+    end
+
+    context 'when matching ticket.priority_id and ticket.title' do
+      subject(:ticket) { create(:ticket, title: 'SLA TEST', created_at: '2016-03-21 12:30:00 UTC', updated_at: '2016-03-21 12:30:00 UTC') }
+
+      let(:calendar) { create(:calendar) }
+
+      let(:sla) do
+        create(:sla,
+               condition:           {
+                 'ticket.priority_id' => {
+                   operator: 'is',
+                   value:    %w[1 2 3],
+                 },
+                 'ticket.title'       => {
+                   operator: 'contains',
+                   value:    'SLA TEST',
+                 },
+               },
+               calendar:            calendar,
+               first_response_time: 60,
+               update_time:         120,
+               solution_time:       180)
+      end
+
+      before do
+        sla
+        ticket
+        create(:'ticket/article', :inbound_email, ticket: ticket, created_at: '2016-03-21 12:30:00 UTC', updated_at: '2016-03-21 12:30:00 UTC')
+        ticket.reload
+      end
+
+      it 'calculates escalation_at attributes' do
+        expect(ticket.escalation_at.gmtime.to_s).to eq('2016-03-21 13:30:00 UTC')
+        expect(ticket.first_response_escalation_at.gmtime.to_s).to eq('2016-03-21 13:30:00 UTC')
+        expect(ticket.first_response_in_min).to be_nil
+        expect(ticket.first_response_diff_in_min).to be_nil
+        expect(ticket.update_escalation_at.gmtime.to_s).to eq('2016-03-21 14:30:00 UTC')
+        expect(ticket.close_escalation_at.gmtime.to_s).to eq('2016-03-21 15:30:00 UTC')
+        expect(ticket.close_in_min).to be_nil
+        expect(ticket.close_diff_in_min).to be_nil
+      end
+    end
+
+    context 'when matching ticket.priority_id BUT NOT ticket.title' do
+      subject(:ticket) { create(:ticket, created_at: '2016-03-21 12:30:00 UTC', updated_at: '2016-03-21 12:30:00 UTC') }
+
+      let(:calendar) { create(:calendar) }
+
+      let(:sla) do
+        create(:sla,
+               condition:           {
+                 'ticket.priority_id' => {
+                   operator: 'is',
+                   value:    %w[1 2 3],
+                 },
+                 'ticket.title'       => {
+                   operator: 'contains',
+                   value:    'SLA TEST',
+                 },
+               },
+               calendar:            calendar,
+               first_response_time: 60,
+               update_time:         120,
+               solution_time:       180)
+      end
+
+      before do
+        sla
+        ticket
+        create(:'ticket/article', :inbound_email, ticket: ticket, created_at: '2016-03-21 12:30:00 UTC', updated_at: '2016-03-21 12:30:00 UTC')
+        ticket.reload
+      end
+
+      it 'DOES NOT calculate escalation_at attributes' do
+        expect(ticket.escalation_at).to be_nil
+        expect(ticket.first_response_escalation_at).to be_nil
+        expect(ticket.first_response_in_min).to be_nil
+        expect(ticket.first_response_diff_in_min).to be_nil
+        expect(ticket.update_escalation_at).to be_nil
+        expect(ticket.close_escalation_at).to be_nil
+        expect(ticket.close_in_min).to be_nil
+        expect(ticket.close_diff_in_min).to be_nil
+      end
+    end
+  end
+end

spec/models/sla_spec.rb

@@ -1,6 +1,59 @@
 require 'rails_helper'
 require 'models/application_model_examples'
+require 'models/sla/has_escalation_calculation_impact_examples'
 
 RSpec.describe Sla, type: :model do
   it_behaves_like 'ApplicationModel', can_assets: { associations: :calendar, selectors: :condition }
+  it_behaves_like 'HasEscalationCalculationImpact'
+
+  context 'when matching Ticket' do
+
+    let(:sla)       { create(:sla, :condition_title, condition_title: 'matching') }
+    let(:sla_blank) { create(:sla, :condition_blank) }
+
+    let(:ticket_matching)     { create(:ticket, title: 'matching title') }
+    let(:ticket_not_matching) { create(:ticket, title: 'nope') }
+
+    describe '#condition_matches?' do
+      it 'returns true when condition matches ticket' do
+        expect(sla).to be_condition_matches(ticket_matching)
+      end
+
+      it 'returns false when condition does not match ticket' do
+        expect(sla).not_to be_condition_matches(ticket_not_matching)
+      end
+
+      it 'returns false when condition does not match ticket while matching tickets exist' do
+        ticket_matching
+        expect(sla).not_to be_condition_matches(ticket_not_matching)
+      end
+
+      it 'returns true when SLA condition is blank ticket' do
+        expect(sla_blank).to be_condition_matches(ticket_not_matching)
+      end
+    end
+
+    describe '.for_ticket' do
+      it 'returns matching SLA for the ticket' do
+        sla
+        expect(described_class.for_ticket(ticket_matching)).to eq sla
+      end
+
+      it 'returns nil when no SLA matches ticket' do
+        sla
+        expect(described_class.for_ticket(ticket_not_matching)).to be_nil
+      end
+
+      it 'returns blank SLA for the ticket' do
+        sla_blank
+        expect(described_class.for_ticket(ticket_matching)).to eq sla_blank
+      end
+
+      it 'returns non-blank SLA over blank SLA for the ticket' do
+        sla
+        sla_blank
+        expect(described_class.for_ticket(ticket_matching)).to eq sla
+      end
+    end
+  end
 end

spec/models/ticket/article/has_ticket_contact_attributes_impact_examples.rb

@@ -0,0 +1,301 @@
+RSpec.shared_examples 'Ticket::Article::HasTicketContactAttributesImpact' do
+
+  describe '#update_ticket_article_attributes callback' do
+
+    subject(:ticket) { create(:ticket, created_at: '2013-03-28 23:49:00 UTC', updated_at: '2013-03-28 23:49:00 UTC') }
+
+    let(:calendar) do
+      create(:calendar,
+             business_hours: {
+               mon: {
+                 active:     true,
+                 timeframes: [ ['08:00', '18:00'] ]
+               },
+               tue: {
+                 active:     true,
+                 timeframes: [ ['08:00', '18:00'] ]
+               },
+               wed: {
+                 active:     true,
+                 timeframes: [ ['08:00', '18:00'] ]
+               },
+               thu: {
+                 active:     true,
+                 timeframes: [ ['08:00', '18:00'] ]
+               },
+               fri: {
+                 active:     true,
+                 timeframes: [ ['08:00', '18:00'] ]
+               },
+               sat: {
+                 active:     false,
+                 timeframes: [ ['08:00', '17:00'] ]
+               },
+               sun: {
+                 active:     false,
+                 timeframes: [ ['08:00', '17:00'] ]
+               },
+             })
+    end
+    let(:sla) { create(:sla, calendar: calendar, first_response_time: 60, update_time: 120, solution_time: 180) }
+
+    before do
+      sla
+      ticket
+    end
+
+    context 'when inbound email Article is created' do
+
+      it 'updates ticket article attributes' do
+        article_inbound = create(:'ticket/article', :inbound_email, ticket: ticket, created_at: '2013-03-28 23:49:00 UTC', updated_at: '2013-03-28 23:49:00 UTC')
+
+        ticket.reload
+
+        expect(ticket.last_contact_at.to_s).to eq(article_inbound.created_at.to_s)
+        expect(ticket.last_contact_customer_at.to_s).to eq(article_inbound.created_at.to_s)
+        expect(ticket.last_contact_agent_at).to be_nil
+        expect(ticket.first_response_at).to be_nil
+        expect(ticket.close_at).to be_nil
+      end
+    end
+
+    context 'when outbound email Article is created in response to inbound email Article' do
+
+      it 'updates ticket article attributes' do
+        article_inbound = create(:'ticket/article', :inbound_email, ticket: ticket, created_at: '2013-03-28 23:49:00 UTC', updated_at: '2013-03-28 23:49:00 UTC')
+        ticket.reload
+
+        article_outbound = create(:'ticket/article', :outbound_email, ticket: ticket, created_at: '2013-03-29 07:00:03 UTC', updated_at: '2013-03-29 07:00:03 UTC')
+        ticket.reload
+
+        expect(ticket.last_contact_at.to_s).to eq(article_outbound.created_at.to_s)
+        expect(ticket.last_contact_customer_at.to_s).to eq(article_inbound.created_at.to_s)
+        expect(ticket.last_contact_agent_at.to_s).to eq(article_outbound.created_at.to_s)
+        expect(ticket.first_response_at.to_s).to eq(article_outbound.created_at.to_s)
+        expect(ticket.first_response_in_min).to eq(0)
+        expect(ticket.first_response_diff_in_min).to eq(60)
+        expect(ticket.close_at).to be_nil
+      end
+    end
+
+    context 'when inbound phone Article is created' do
+
+      it 'updates ticket article attributes' do
+        article_inbound = create(:'ticket/article', :inbound_phone, ticket: ticket, created_at: '2013-03-28 23:49:00 UTC', updated_at: '2013-03-28 23:49:00 UTC')
+        ticket.reload
+
+        expect(ticket.last_contact_at.to_s).to eq(article_inbound.created_at.to_s)
+        expect(ticket.last_contact_customer_at.to_s).to eq(article_inbound.created_at.to_s)
+        expect(ticket.last_contact_agent_at).to be_nil
+        expect(ticket.first_response_at).to be_nil
+        expect(ticket.close_at).to be_nil
+      end
+    end
+
+    context 'when outbound note Article is created in response to inbound phone Article' do
+
+      it 'updates ticket article attributes' do
+        article_inbound = create(:'ticket/article', :inbound_phone, ticket: ticket, created_at: '2013-03-28 23:49:00 UTC', updated_at: '2013-03-28 23:49:00 UTC')
+        ticket.reload
+
+        create(:'ticket/article', :outbound_note, ticket: ticket, created_at: '2013-03-28 23:52:00 UTC', updated_at: '2013-03-28 23:52:00 UTC')
+        ticket.reload
+
+        expect(ticket.last_contact_at.to_s).to eq(article_inbound.created_at.to_s)
+        expect(ticket.last_contact_customer_at.to_s).to eq(article_inbound.created_at.to_s)
+        expect(ticket.last_contact_agent_at).to be_nil
+        expect(ticket.first_response_at).to be_nil
+        expect(ticket.close_at).to be_nil
+      end
+    end
+
+    context 'when outbound phone Article is created after outbound note Article is created in response to inbound phone Article' do
+
+      it 'updates ticket article attributes' do
+        article_inbound = create(:'ticket/article', :inbound_phone, ticket: ticket, created_at: '2013-03-28 23:49:00 UTC', updated_at: '2013-03-28 23:49:00 UTC')
+        ticket.reload
+
+        create(:'ticket/article', :outbound_note, ticket: ticket, created_at: '2013-03-28 23:52:00 UTC', updated_at: '2013-03-28 23:52:00 UTC')
+        ticket.reload
+
+        article_outbound = create(:'ticket/article', :outbound_phone, ticket: ticket, created_at: '2013-03-28 23:55:00 UTC', updated_at: '2013-03-28 23:55:00 UTC')
+        ticket.reload
+
+        expect(ticket.last_contact_at.to_s).to eq(article_outbound.created_at.to_s)
+        expect(ticket.last_contact_customer_at.to_s).to eq(article_inbound.created_at.to_s)
+        expect(ticket.last_contact_agent_at.to_s).to eq(article_outbound.created_at.to_s)
+        expect(ticket.first_response_at.to_s).to eq(article_outbound.created_at.to_s)
+        expect(ticket.close_at).to be_nil
+      end
+    end
+
+    context 'when inbound web Article is created' do
+      subject(:ticket) { create(:ticket, created_at: '2016-11-01 13:56:21 UTC', updated_at: '2016-11-01 13:56:21 UTC') }
+
+      let(:calendar) do
+        create(:calendar,
+               business_hours:  {
+                 mon: {
+                   active:     true,
+                   timeframes: [ ['08:00', '20:00'] ]
+                 },
+                 tue: {
+                   active:     true,
+                   timeframes: [ ['08:00', '20:00'] ]
+                 },
+                 wed: {
+                   active:     true,
+                   timeframes: [ ['08:00', '20:00'] ]
+                 },
+                 thu: {
+                   active:     true,
+                   timeframes: [ ['08:00', '20:00'] ]
+                 },
+                 fri: {
+                   active:     true,
+                   timeframes: [ ['08:00', '20:00'] ]
+                 },
+                 sat: {
+                   active:     false,
+                   timeframes: [ ['08:00', '17:00'] ]
+                 },
+                 sun: {
+                   active:     false,
+                   timeframes: [ ['08:00', '17:00'] ]
+                 },
+               },
+               public_holidays: {
+                 '2016-11-01' => {
+                   'active'  => true,
+                   'summary' => 'test 1',
+                 },
+               })
+      end
+
+      let(:sla) { create(:sla, condition: {}, calendar: calendar, first_response_time: 60, update_time: 120, solution_time: nil) }
+
+      before do
+        sla
+
+        ticket
+        create(:'ticket/article', :inbound_web, ticket: ticket, created_at: '2016-11-01 13:56:21 UTC', updated_at: '2016-11-01 13:56:21 UTC')
+
+        ticket.reload
+      end
+
+      it 'calculates escalation_at attributes' do
+        expect(ticket.escalation_at.gmtime.to_s).to eq('2016-11-02 08:00:00 UTC')
+        expect(ticket.first_response_escalation_at.gmtime.to_s).to eq('2016-11-02 08:00:00 UTC')
+        expect(ticket.update_escalation_at.gmtime.to_s).to eq('2016-11-02 09:00:00 UTC')
+        expect(ticket.close_escalation_at).to be_nil
+      end
+
+      context 'when replied via outbound email' do
+
+        before do
+          create(:'ticket/article', :outbound_email, ticket: ticket, created_at: '2016-11-07 13:26:36 UTC', updated_at: '2016-11-07 13:26:36 UTC')
+          ticket.reload
+        end
+
+        it 'calculates escalation_at attributes' do
+          expect(ticket.escalation_at).to be_nil
+          expect(ticket.first_response_escalation_at).to be_nil
+          expect(ticket.update_escalation_at).to be_nil
+          expect(ticket.close_escalation_at).to be_nil
+        end
+      end
+    end
+
+    context "when Setting 'ticket_last_contact_behaviour' is set to 'based_on_customer_reaction'" do
+
+      subject(:ticket) { create(:ticket, created_at: '2018-05-01 13:56:21 UTC', updated_at: '2018-05-01 13:56:21 UTC') }
+
+      let(:calendar) do
+        create(:calendar,
+               business_hours:  {
+                 mon: {
+                   active:     true,
+                   timeframes: [ ['08:00', '20:00'] ]
+                 },
+                 tue: {
+                   active:     true,
+                   timeframes: [ ['08:00', '20:00'] ]
+                 },
+                 wed: {
+                   active:     true,
+                   timeframes: [ ['08:00', '20:00'] ]
+                 },
+                 thu: {
+                   active:     true,
+                   timeframes: [ ['08:00', '20:00'] ]
+                 },
+                 fri: {
+                   active:     true,
+                   timeframes: [ ['08:00', '20:00'] ]
+                 },
+                 sat: {
+                   active:     false,
+                   timeframes: [ ['08:00', '17:00'] ]
+                 },
+                 sun: {
+                   active:     false,
+                   timeframes: [ ['08:00', '17:00'] ]
+                 },
+               },
+               public_holidays: {
+                 '2016-11-01' => {
+                   'active'  => true,
+                   'summary' => 'test 1',
+                 },
+               })
+      end
+
+      let(:sla) { create(:sla, condition: {}, calendar: calendar, first_response_time: 60, update_time: 120, solution_time: nil) }
+
+      before do
+        Setting.set('ticket_last_contact_behaviour', 'based_on_customer_reaction')
+        sla
+      end
+
+      it 'updates ticket article attributes' do
+        ticket
+        article = create(:'ticket/article', :inbound_phone, ticket: ticket, created_at: '2018-05-01 13:56:21 UTC', updated_at: '2018-05-01 13:56:21 UTC')
+        ticket.reload
+
+        expect(ticket.last_contact_at.to_s).to eq(article.created_at.to_s)
+        expect(ticket.last_contact_customer_at.to_s).to eq(article.created_at.to_s)
+        expect(ticket.last_contact_agent_at).to be_nil
+        expect(ticket.first_response_at).to be_nil
+        expect(ticket.close_at).to be_nil
+
+        article = create(:'ticket/article', :inbound_phone, ticket: ticket, created_at: '2018-05-01 14:56:21 UTC', updated_at: '2018-05-01 14:56:21 UTC')
+        ticket.reload
+
+        expect(ticket.last_contact_at.to_s).to eq(article.created_at.to_s)
+        expect(ticket.last_contact_customer_at.to_s).to eq(article.created_at.to_s)
+        expect(ticket.last_contact_agent_at).to be_nil
+        expect(ticket.first_response_at).to be_nil
+        expect(ticket.close_at).to be_nil
+
+        article_customer = create(:'ticket/article', :inbound_phone, ticket: ticket, created_at: '2018-05-01 15:56:21 UTC', updated_at: '2018-05-01 15:56:21 UTC')
+        ticket.reload
+
+        expect(ticket.last_contact_at.to_s).to eq(article_customer.created_at.to_s)
+        expect(ticket.last_contact_customer_at.to_s).to eq(article_customer.created_at.to_s)
+        expect(ticket.last_contact_agent_at).to be_nil
+        expect(ticket.first_response_at).to be_nil
+        expect(ticket.close_at).to be_nil
+
+        article_agent = create(:'ticket/article', :outbound_phone, ticket: ticket, created_at: '2018-05-01 16:56:21 UTC', updated_at: '2018-05-01 16:56:21 UTC')
+        ticket.reload
+
+        expect(ticket.last_contact_at.to_s).to eq(article_agent.created_at.to_s)
+        expect(ticket.last_contact_customer_at.to_s).to eq(article_customer.created_at.to_s)
+        expect(ticket.last_contact_agent_at.to_s).to eq(article_agent.created_at.to_s)
+        expect(ticket.first_response_at.to_s).to eq(article_agent.created_at.to_s)
+        expect(ticket.close_at).to be_nil
+      end
+    end
+
+  end
+end

spec/models/ticket/article_spec.rb

@@ -4,6 +4,7 @@ require 'models/concerns/can_be_imported_examples'
 require 'models/concerns/can_csv_import_examples'
 require 'models/concerns/has_history_examples'
 require 'models/concerns/has_object_manager_attributes_validation_examples'
+require 'models/ticket/article/has_ticket_contact_attributes_impact_examples'
 
 RSpec.describe Ticket::Article, type: :model do
   subject(:article) { create(:ticket_article) }
@@ -14,6 +15,8 @@ RSpec.describe Ticket::Article, type: :model do
   it_behaves_like 'HasHistory'
   it_behaves_like 'HasObjectManagerAttributesValidation'
 
+  it_behaves_like 'Ticket::Article::HasTicketContactAttributesImpact'
+
   describe 'Callbacks, Observers, & Async Transactions -' do
     describe 'NULL byte handling (via ChecksAttributeValuesAndLength concern):' do
       it 'removes them from #subject on creation, if necessary (postgres doesn’t like them)' do

spec/models/ticket_spec.rb

@@ -7,6 +7,7 @@ require 'models/concerns/has_tags_examples'
 require 'models/concerns/has_taskbars_examples'
 require 'models/concerns/has_xss_sanitized_note_examples'
 require 'models/concerns/has_object_manager_attributes_validation_examples'
+require 'models/ticket/escalation_examples'
 
 RSpec.describe Ticket, type: :model do
   subject(:ticket) { create(:ticket) }
@@ -19,6 +20,7 @@ RSpec.describe Ticket, type: :model do
   it_behaves_like 'HasTaskbars'
   it_behaves_like 'HasXssSanitizedNote', model_factory: :ticket
   it_behaves_like 'HasObjectManagerAttributesValidation'
+  it_behaves_like 'Ticket::Escalation'
 
   describe 'Class methods:' do
     describe '.selectors' do
@@ -634,6 +636,52 @@ RSpec.describe Ticket, type: :model do
         end
       end
     end
+
+    describe '#last_original_update_at' do
+      let(:result) { ticket.last_original_update_at }
+
+      it 'returns initial customer enquiry time when customer contacted repeatedly' do
+        ticket
+
+        target = create(:ticket_article, :inbound_email, ticket: ticket)
+        travel 10.minutes
+        create(:ticket_article, :inbound_email, ticket: ticket)
+
+        expect(result).to eq target.created_at
+      end
+
+      it 'returns agent contact time when customer did not respond to agent reach out' do
+        ticket
+        create(:ticket_article, :outbound_email, ticket: ticket)
+
+        expect(result).to eq ticket.last_contact_agent_at
+      end
+
+      it 'returns nil if no customer response' do
+        ticket
+        expect(result).to be_nil
+      end
+
+      context 'with customer enquiry and agent response' do
+        before do
+          ticket
+          create(:ticket_article, :inbound_email, ticket: ticket)
+          travel 10.minutes
+          create(:ticket_article, :outbound_email, ticket: ticket)
+          travel 10.minutes
+        end
+
+        it 'returns last customer enquiry time when agent did not respond yet' do
+          target = create(:ticket_article, :inbound_email, ticket: ticket)
+
+          expect(result).to eq target.created_at
+        end
+
+        it 'returns agent response time when agent responded to customer enquiry' do
+          expect(result).to eq ticket.last_contact_agent_at
+        end
+      end
+    end
   end
 
   describe 'Attributes:' do
@@ -837,12 +885,12 @@ RSpec.describe Ticket, type: :model do
 
           let(:article) { create(:ticket_article, ticket: ticket, sender_name: 'Agent') }
 
-          it 'is updated based on the SLA’s #update_time' do
+          it 'is updated based on the SLA’s #close_escalation_at' do
             travel(1.minute) # time is frozen: if we don't travel forward, pre- and post-update values will be the same
 
             expect { article }
-              .to change { ticket.reload.escalation_at.to_i }
-              .to eq(3.hours.from_now.to_i)
+              .to change { ticket.reload.escalation_at }
+              .to(ticket.reload.close_escalation_at)
           end
 
           context 'when new #update_time is later than original #solution_time' do
@@ -850,8 +898,8 @@ RSpec.describe Ticket, type: :model do
               travel(2.hours) # time is frozen: if we don't travel forward, pre- and post-update values will be the same
 
               expect { article }
-                .to change { ticket.reload.escalation_at.to_i }
-                .to eq(4.hours.after(ticket.created_at).to_i)
+                .to change { ticket.reload.escalation_at }
+                .to(4.hours.after(ticket.created_at))
             end
           end
         end
@@ -978,8 +1026,8 @@ RSpec.describe Ticket, type: :model do
 
           let(:article) { create(:ticket_article, ticket: ticket, sender_name: 'Agent') }
 
-          it 'does not change' do
-            expect { article }.not_to change(ticket, :first_response_escalation_at)
+          it 'is cleared' do
+            expect { article }.to change { ticket.reload.first_response_escalation_at }.to(nil)
           end
         end
       end
@@ -1001,6 +1049,9 @@ RSpec.describe Ticket, type: :model do
         before { sla } # create sla
 
         it 'is set based on SLA’s #update_time' do
+          travel 1.minute
+          create(:ticket_article, ticket: ticket, sender_name: 'Customer')
+
           expect(ticket.reload.update_escalation_at.to_i)
             .to eq(3.hours.from_now.to_i)
         end
@@ -1011,11 +1062,12 @@ RSpec.describe Ticket, type: :model do
           let(:article) { create(:ticket_article, ticket: ticket, sender_name: 'Agent') }
 
           it 'is updated based on the SLA’s #update_time' do
-            travel(1.minute) # time is frozen: if we don't travel forward, pre- and post-update values will be the same
+            create(:ticket_article, ticket: ticket, sender_name: 'Customer')
+            travel(1.minute)
 
             expect { article }
-              .to change { ticket.reload.update_escalation_at.to_i }
-              .to(3.hours.from_now.to_i)
+              .to change { ticket.reload.update_escalation_at }
+              .to(nil)
           end
         end
       end

spec/requests/ticket/escalation_spec.rb

@@ -1,153 +1,164 @@
 require 'rails_helper'
 
 RSpec.describe 'Ticket Escalation', type: :request do
+  let(:sla_first_response) { 1.hour }
+  let(:sla_update)         { 3.hours }
+  let(:sla_close)          { 4.hours }
 
-  let!(:agent) do
-    create(:agent, groups: Group.all)
-  end
-  let!(:customer) do
-    create(:customer)
-  end
-  let!(:calendar) do
-    create(
-      :calendar,
-      name:           'Escalation Test',
-      timezone:       'Europe/Berlin',
-      business_hours: {
-        mon: {
-          active:     true,
-          timeframes: [ ['00:00', '23:59'] ]
-        },
-        tue: {
-          active:     true,
-          timeframes: [ ['00:00', '23:59'] ]
-        },
-        wed: {
-          active:     true,
-          timeframes: [ ['00:00', '23:59'] ]
-        },
-        thu: {
-          active:     true,
-          timeframes: [ ['00:00', '23:59'] ]
-        },
-        fri: {
-          active:     true,
-          timeframes: [ ['00:00', '23:59'] ]
-        },
-        sat: {
-          active:     true,
-          timeframes: [ ['00:00', '23:59'] ]
-        },
-        sun: {
-          active:     true,
-          timeframes: [ ['00:00', '23:59'] ]
-        },
-      },
-      default:        true,
-      ical_url:       nil,
-    )
-  end
-  let!(:sla) do
-    create(
-      :sla,
-      name:                'test sla 1',
-      condition:           {
-        'ticket.title' => {
-          operator: 'contains',
-          value:    'some value 123',
-        },
-      },
-      first_response_time: 60,
-      update_time:         180,
-      solution_time:       240,
+  let!(:mail_group) { create(:group, email_address: create(:email_address) ) }
+
+  let(:calendar) { create(:calendar, :'24/7') }
+  let(:sla) do
+    create(:sla,
            calendar:            calendar,
-    )
-  end
-  let!(:mail_group) do
-    create(:group, email_address: create(:email_address) )
+           first_response_time: sla_first_response / 1.minute,
+           update_time:         sla_update / 1.minute,
+           solution_time:       sla_close / 1.minute)
   end
 
-  describe 'request handling' do
+  define :json_equal_date do
+    match do
+      actual&.sub(/.\d\d\dZ$/, 'Z') == expected&.iso8601
+    end
+  end
 
-    it 'does escalate by ticket created via web' do
+  shared_examples 'response matching object' do
+    %w[escalation_at first_response_escalation_at update_escalation_at close_escalation_at].each do |attribute|
+      it "#{attribute} is representing the same time" do
+        expect(json_response[attribute]).to json_equal_date ticket[attribute]
+      end
+    end
+  end
+
+  before do
+    freeze_time
+    sla
+  end
+
+  context 'when customer creates ticket via web', authenticated_as: :customer do
+    subject(:ticket) { Ticket.find(json_response['id']) }
+
+    let(:customer) { create(:customer) }
+
+    before do
       params = {
         title:   'some value 123',
         group:   mail_group.name,
         article: {
+          type_id: Ticket::Article::Type.find_by(name: 'web').id,
           body:    'some test 123',
         },
       }
 
-      authenticated_as(customer)
       post '/api/v1/tickets', params: params, as: :json
-      expect(response).to have_http_status(:created)
-
-      expect(json_response).to be_a_kind_of(Hash)
-      expect(json_response['state_id']).to eq(Ticket::State.lookup(name: 'new').id)
-      expect(json_response['title']).to eq('some value 123')
-      expect(json_response['updated_by_id']).to eq(customer.id)
-      expect(json_response['created_by_id']).to eq(customer.id)
-
-      ticket_p = Ticket.find(json_response['id'])
-
-      expect(json_response['escalation_at'].sub(/.\d\d\dZ$/, 'Z')).to eq(ticket_p['escalation_at'].iso8601)
-      expect(json_response['first_response_escalation_at'].sub(/.\d\d\dZ$/, 'Z')).to eq(ticket_p['first_response_escalation_at'].iso8601)
-      expect(json_response['update_escalation_at'].sub(/.\d\d\dZ$/, 'Z')).to eq(ticket_p['update_escalation_at'].iso8601)
-      expect(json_response['close_escalation_at'].sub(/.\d\d\dZ$/, 'Z')).to eq(ticket_p['close_escalation_at'].iso8601)
-
-      expect(ticket_p.escalation_at).to be_truthy
-      expect(ticket_p.first_response_escalation_at.to_i).to be_within(90.seconds).of((ticket_p.created_at + 1.hour).to_i)
-      expect(ticket_p.update_escalation_at.to_i).to be_within(90.seconds).of((ticket_p.created_at + 3.hours).to_i)
-      expect(ticket_p.close_escalation_at.to_i).to be_within(90.seconds).of((ticket_p.created_at + 4.hours).to_i)
-      expect(ticket_p.escalation_at.to_i).to be_within(90.seconds).of((ticket_p.created_at + 1.hour).to_i)
     end
 
-    it 'does escalate by ticket got created via email - reply by agent via web' do
+    it_behaves_like 'response matching object'
 
-      email = "From: Bob Smith <customer@example.com>
-To: #{mail_group.email_address.email}
-Subject: some value 123
+    it 'first response escalation in 1h' do
+      expect(ticket.first_response_escalation_at).to eq 1.hour.from_now
+    end
 
-Some Text"
+    it 'update_escalation in 3h' do
+      expect(ticket.update_escalation_at).to eq 3.hours.from_now
+    end
 
-      ticket_p, _article_p, user_p, _mail = Channel::EmailParser.new.process({}, email)
-      ticket_p.reload
-      expect(ticket_p.escalation_at).to be_truthy
-      expect(ticket_p.first_response_escalation_at.to_i).to be_within(90.seconds).of((ticket_p.created_at + 1.hour).to_i)
-      expect(ticket_p.update_escalation_at.to_i).to be_within(90.seconds).of((ticket_p.created_at + 3.hours).to_i)
-      expect(ticket_p.close_escalation_at.to_i).to be_within(90.seconds).of((ticket_p.created_at + 4.hours).to_i)
-      expect(ticket_p.escalation_at.to_i).to be_within(90.seconds).of((ticket_p.created_at + 1.hour).to_i)
+    it 'close escalation in 4h' do
+      expect(ticket.close_escalation_at).to eq 4.hours.from_now
+    end
 
-      travel 3.hours
+    it 'next escalation is closest escalation' do
+      expect(ticket.escalation_at).to eq 1.hour.from_now
+    end
+  end
 
+  context 'when customer sends email' do
+    subject(:ticket) { ticket_mail_in }
+
+    before { ticket }
+
+    it 'first response escalation in 1h' do
+      expect(ticket.first_response_escalation_at).to eq 1.hour.from_now
+    end
+
+    it 'update_escalation in 3h' do
+      expect(ticket.update_escalation_at).to eq 3.hours.from_now
+    end
+
+    it 'close escalation in 4h' do
+      expect(ticket.close_escalation_at).to eq 4.hours.from_now
+    end
+
+    it 'next escalation is closest escalation' do
+      expect(ticket.escalation_at).to eq 1.hour.from_now
+    end
+  end
+
+  context 'when agent responds via web', authenticated_as: :agent do
+    subject(:ticket) { ticket_mail_in }
+
+    let(:agent) { create(:agent, groups: Group.all) }
+
+    before { ticket && travel(3.hours) }
+
+    it_behaves_like 'response matching object' do
+      before { ticket_respond_web }
+    end
+
+    it 'clears first response escalation' do
+      expect { ticket_respond_web }.to change(ticket, :first_response_escalation_at).to(nil)
+    end
+
+    it 'changes update escalation' do
+      expect { ticket_respond_web }.to change(ticket, :update_escalation_at)
+    end
+
+    it 'update escalation is nil since agent responded' do
+      ticket_respond_web
+      expect(ticket.update_escalation_at).to be_nil
+    end
+
+    it 'does not change close escalation' do
+      expect { ticket_respond_web }.not_to change(ticket, :close_escalation_at)
+    end
+
+    it 'change next escalation' do
+      expect { ticket_respond_web }.to change(ticket, :escalation_at)
+    end
+
+    it 'next escalation is closest escalation which is close escalation' do
+      ticket_respond_web
+      expect(ticket.escalation_at).to eq 1.hour.from_now
+    end
+
+    def ticket_respond_web
       params = {
         title:   'some value 123 - update',
         article: {
+          type_id: Ticket::Article::Type.find_by(name: 'email').id,
           body:    'some test 123',
           type:    'email',
           to:      'customer@example.com',
         },
       }
-      authenticated_as(agent)
-      put "/api/v1/tickets/#{ticket_p.id}", params: params, as: :json
 
-      expect(response).to have_http_status(:ok)
-      expect(json_response).to be_a_kind_of(Hash)
-      expect(json_response['state_id']).to eq(Ticket::State.lookup(name: 'open').id)
-      expect(json_response['title']).to eq('some value 123 - update')
-      expect(json_response['updated_by_id']).to eq(agent.id)
-      expect(json_response['created_by_id']).to eq(user_p.id)
+      put "/api/v1/tickets/#{ticket.id}", params: params, as: :json
 
-      ticket_p.reload
-      expect(json_response['escalation_at'].sub(/.\d\d\dZ$/, 'Z')).to eq(ticket_p['escalation_at'].iso8601)
-      expect(json_response['first_response_escalation_at'].sub(/.\d\d\dZ$/, 'Z')).to eq(ticket_p['first_response_escalation_at'].iso8601)
-      expect(json_response['update_escalation_at'].sub(/.\d\d\dZ$/, 'Z')).to eq(ticket_p['update_escalation_at'].iso8601)
-      expect(json_response['close_escalation_at'].sub(/.\d\d\dZ$/, 'Z')).to eq(ticket_p['close_escalation_at'].iso8601)
-
-      expect(ticket_p.first_response_escalation_at.to_i).to be_within(90.seconds).of((ticket_p.created_at + 1.hour).to_i)
-      expect(ticket_p.update_escalation_at.to_i).to be_within(90.seconds).of((ticket_p.last_contact_agent_at + 3.hours).to_i)
-      expect(ticket_p.close_escalation_at.to_i).to be_within(90.seconds).of((ticket_p.created_at + 4.hours).to_i)
-      expect(ticket_p.escalation_at.to_i).to be_within(90.seconds).of((ticket_p.created_at + 4.hours).to_i)
+      ticket.reload
     end
   end
+
+  def ticket_mail_in
+    email = <<~EMAIL
+      From: Bob Smith <customer@example.com>
+      To: #{mail_group.email_address.email}
+      Subject: some value 123
+
+      Some Text
+    EMAIL
+
+    ticket, _article_p, _user_p, _mail = Channel::EmailParser.new.process({}, email)
+
+    ticket
+  end
 end

spec/support/time_zone.rb

@@ -1,10 +1,14 @@
 RSpec.configure do |config|
   config.around(:each, :time_zone) do |example|
+    if example.metadata[:type] == :system
       old_tz = ENV['TZ']
       ENV['TZ'] = example.metadata[:time_zone]
 
       example.run
+    else
+      Time.use_zone(example.metadata[:time_zone]) { example.run }
+    end
   ensure
-    ENV['TZ'] = old_tz
+    ENV['TZ'] = old_tz if example.metadata[:type] == :system
   end
 end