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Improved escalation update time calculation.

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This commit is contained in:
Martin Edenhofer 2015-10-30 10:14:34 +01:00
parent e0293f08e5
commit 1fb3ac5133
2 changed files with 64 additions and 16 deletions
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20
app/models/ticket/escalation.rb
View file

@ -82,6 +82,9 @@ returns
} }
} }
config.hours = hours config.hours = hours
if !hours || hours.empty?
fail "No congifure hours found in calendar #{calendar.inspect}"
end
# get holidays # get holidays
holidays = [] holidays = []
@ -123,11 +126,18 @@ returns
# update time # update time
# calculate escalation # calculate escalation
last_update = last_contact_agent if !last_contact_customer && !last_contact_agent
if !last_update
last_update = created_at last_update = created_at
elsif !last_contact_customer && last_contact_agent
last_update = last_contact_agent
elsif last_contact_customer && !last_contact_agent
last_update = last_contact_customer
elsif last_contact_agent > last_contact_customer
last_update = last_contact_agent
elsif last_contact_agent < last_contact_customer
last_update = last_contact_customer
end end
if sla.update_time if sla.update_time && last_update
self.update_time_escal_date = biz.time(sla.update_time, :minutes).after(last_update) self.update_time_escal_date = biz.time(sla.update_time, :minutes).after(last_update)
pending_time = pending_minutes(last_update, update_time_escal_date, biz) pending_time = pending_minutes(last_update, update_time_escal_date, biz)
if pending_time && pending_time > 0 if pending_time && pending_time > 0
@ -139,8 +149,8 @@ returns
end end
# get update time in min # get update time in min
if last_contact_agent if last_update && last_update != created_at
self.update_time_in_min = pending_minutes(created_at, last_contact_agent, biz, 'business_minutes') self.update_time_in_min = pending_minutes(created_at, last_update, biz, 'business_minutes')
end end
# set sla time # set sla time

60
test/unit/ticket_sla_test.rb
View file

@ -226,20 +226,58 @@ class TicketSlaTest < ActiveSupport::TestCase
assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 6' ) assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 6' )
assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 6' ) assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 6' )
# set update time over time
ticket.update_attributes(
last_contact_customer: '2013-03-21 12:05:00 UTC',
)
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.escalation_time verify 6' )
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 6' )
assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 6' )
assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 6' )
assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 6' )
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:05:00 UTC', 'ticket.update_time_escal_date verify 6' )
assert_equal( ticket.update_time_in_min, 155, 'ticket.update_time_in_min verify 6' )
assert_equal( ticket.update_time_diff_in_min, -35, 'ticket.update_time_diff_in_min verify 6' )
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 6' )
assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 6' )
assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 6' )
# set update time over time
ticket.update_attributes(
last_contact_agent: '2013-03-21 12:10:00 UTC',
)
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.escalation_time verify 6' )
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 6' )
assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 6' )
assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 6' )
assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 6' )
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:10:00 UTC', 'ticket.update_time_escal_date verify 6' )
assert_equal( ticket.update_time_in_min, 160, 'ticket.update_time_in_min verify 6' )
assert_equal( ticket.update_time_diff_in_min, -40, 'ticket.update_time_diff_in_min verify 6' )
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 6' )
assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 6' )
assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 6' )
# set close time in time # set close time in time
ticket.update_attributes( ticket.update_attributes(
close_time: '2013-03-21 11:30:00 UTC', close_time: '2013-03-21 11:30:00 UTC',
) )
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.escalation_time verify 7' ) assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 14:10:00 UTC', 'ticket.escalation_time verify 7' )
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 7' ) assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 7' )
assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 7' ) assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 7' )
assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 7' ) assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 7' )
assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 7' ) assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 7' )
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.update_time_escal_date verify 7' ) assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:10:00 UTC', 'ticket.update_time_escal_date verify 7' )
assert_equal( ticket.update_time_in_min, 150, 'ticket.update_time_in_min verify 7' ) assert_equal( ticket.update_time_in_min, 160, 'ticket.update_time_in_min verify 7' )
assert_equal( ticket.update_time_diff_in_min, -30, 'ticket.update_time_diff_in_min verify 7' ) assert_equal( ticket.update_time_diff_in_min, -40, 'ticket.update_time_diff_in_min verify 7' )
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 7' ) assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 7' )
assert_equal( ticket.close_time_in_min, 120, 'ticket.close_time_in_min verify 7' ) assert_equal( ticket.close_time_in_min, 120, 'ticket.close_time_in_min verify 7' )
@ -249,16 +287,16 @@ class TicketSlaTest < ActiveSupport::TestCase
ticket.update_attributes( ticket.update_attributes(
close_time: '2013-03-21 13:00:00 UTC', close_time: '2013-03-21 13:00:00 UTC',
) )
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.escalation_time verify 8' ) assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 14:10:00 UTC', 'ticket.escalation_time verify 8' )
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 8' ) assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 8' )
assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 8' ) assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 8' )
assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 8' ) assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 8' )
assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 8' ) assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 8' )
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.update_time_escal_date verify 8' ) assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:10:00 UTC', 'ticket.update_time_escal_date verify 8' )
assert_equal( ticket.update_time_in_min, 150, 'ticket.update_time_in_min verify 8' ) assert_equal( ticket.update_time_in_min, 160, 'ticket.update_time_in_min verify 8' )
assert_equal( ticket.update_time_diff_in_min, -30, 'ticket.update_time_diff_in_min verify 8' ) assert_equal( ticket.update_time_diff_in_min, -40, 'ticket.update_time_diff_in_min verify 8' )
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 8' ) assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 8' )
assert_equal( ticket.close_time_in_min, 210, 'ticket.close_time_in_min verify 8' ) assert_equal( ticket.close_time_in_min, 210, 'ticket.close_time_in_min verify 8' )
@ -275,9 +313,9 @@ class TicketSlaTest < ActiveSupport::TestCase
assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 9' ) assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 9' )
assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 9' ) assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 9' )
assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.update_time_escal_date verify 9' ) assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:10:00 UTC', 'ticket.update_time_escal_date verify 9' )
assert_equal( ticket.update_time_in_min, 150, 'ticket.update_time_in_min verify 9' ) assert_equal( ticket.update_time_in_min, 160, 'ticket.update_time_in_min verify 9' )
assert_equal( ticket.update_time_diff_in_min, -30, 'ticket.update_time_diff_in_min verify 9' ) assert_equal( ticket.update_time_diff_in_min, -40, 'ticket.update_time_diff_in_min verify 9' )
assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 9' ) assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 9' )
assert_equal( ticket.close_time_in_min, 210, 'ticket.close_time_in_min verify 9' ) assert_equal( ticket.close_time_in_min, 210, 'ticket.close_time_in_min verify 9' )