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Improved sla/escalation calculation.

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This commit is contained in:
Martin Edenhofer 2013-02-19 08:26:04 +01:00
parent 024720e515
commit 1f266e3110
2 changed files with 37 additions and 18 deletions
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15
db/migrate/20130219061532_change_ticket_escalation.rb Normal file
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@ -0,0 +1,15 @@
class ChangeTicketEscalation < ActiveRecord::Migration
def up
add_column :tickets, :first_response_in_min, :integer, :null => true
add_column :tickets, :first_response_diff_in_min, :integer, :null => true
add_index :tickets, [:first_response_in_min]
add_index :tickets, [:first_response_diff_in_min]
add_column :tickets, :close_time_in_min, :integer, :null => true
add_column :tickets, :close_time_diff_in_min, :integer, :null => true
add_index :tickets, [:close_time_in_min]
add_index :tickets, [:close_time_diff_in_min]
end
def down
end
end

40
lib/import/otrs.rb
View file

@ -174,23 +174,25 @@ module Import::OTRS
# puts result.inspect
map = {
:Ticket => {
:Changed => :updated_at,
:Created => :created_at,
:CreateBy => :created_by_id,
:TicketNumber => :number,
:QueueID => :group_id,
:StateID => :ticket_state_id,
:PriorityID => :ticket_priority_id,
:Owner => :owner,
:CustomerUserID => :customer,
:Title => :title,
:TicketID => :id,
:FirstResponse => :first_response,
# :FirstResponseInMin => ?,
# :FirstResponseDiffInMin => ?,
:Closed => :close_time,
# :CloseTimeInMin => ?,
# :CloseTimeDiffInMin => ?,
:Changed => :updated_at,
:Created => :created_at,
:CreateBy => :created_by_id,
:TicketNumber => :number,
:QueueID => :group_id,
:StateID => :ticket_state_id,
:PriorityID => :ticket_priority_id,
:Owner => :owner,
:CustomerUserID => :customer,
:Title => :title,
:TicketID => :id,
:FirstResponse => :first_response,
:FirstResponseTimeDestinationDate => :first_response_escal_date,
:FirstResponseInMin => :first_response_in_min,
:FirstResponseDiffInMin => :first_response_diff_in_min,
:Closed => :close_time,
:SoltutionTimeDestinationDate => :close_time_escal_date,
:CloseTimeInMin => :close_time_in_min,
:CloseTimeDiffInMin => :close_time_diff_in_min,
},
:Article => {
:SenderType => :ticket_article_sender,
@ -224,8 +226,10 @@ module Import::OTRS
:updated_by_id => 1,
}
map[:Ticket].each { |key,value|
if record['Ticket'][key.to_s]
if record['Ticket'][key.to_s] && record['Ticket'][key.to_s].class == String
ticket_new[value] = Encode.conv( 'utf8', record['Ticket'][key.to_s] )
else
ticket_new[value] = record['Ticket'][key.to_s]
end
}
# puts key.to_s