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Improved sla/escalation calculation.

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