'alten' stand wieder hergestellt

app/models/ticket.rb

@@ -610,7 +610,9 @@ class Ticket < ApplicationModel
     # first response
     if sla_selected.first_response_time
       self.first_response_escal_date = TimeCalculation.dest_time( created_at, sla_selected.first_response_time, sla_selected.data, sla_selected.timezone )
-
+      extended_escalation = escalation_suspend( self.first_response_escal_date, 'relative', sla_selected.timezone)
+      self.first_response_escal_date = TimeCalculation.dest_time( self.first_response_escal_date, extended_escalation.to_i, sla_selected.timezone) 
+        
       # set ticket escalation
       self.escalation_time = self._escalation_calculation_higher_time( self.escalation_time, self.first_response_escal_date, self.first_response )
     end
@@ -700,6 +702,95 @@ class Ticket < ApplicationModel
       # delete articles
       self.articles.destroy_all
     end
+    #type could be:
+    # real - time without supsend state
+    # relative - only suspend time              
+
+    def escalation_suspend (end_time, type, sla_timezone)
+      sum_temp = 0
+      total_time = 0
+      #get history for ticket
+      history_list = History.history_list( 'Ticket', self.id, 'Ticket' )
+
+      #loop through hist. changes and get time
+      last_state            = nil
+      last_state_change     = nil
+      last_state_is_pending = false
+      history_list.each { |history_item|
+
+        # ignore if it isn't a state change
+        next if history_item['history_attribute'] != 'ticket_state'
+
+        # ignore all older state changes after first_response
+        next if last_state_change && last_state_change > self.first_response
+
+        # if created_at is later then first_response, use first_response as last time
+        if history_item['created_at'] > self.first_response
+          history_item['created_at'] = self.first_response
+        end
+
+        # get initial state and time
+        if !last_state
+          last_state        = history_item['value_from']
+          last_state_change = self.created_at
+        end
+
+        # use time if ticket got from e. g. open to pending
+        if history_item['value_from'] != 'pending' && history_item['value_to'] == 'pending'
+          diff = TimeCalculation.business_time_diff( last_state_change, history_item['created_at'], sla_timezone)
+          puts 'Diff count !=pending -> ==pending ' + diff.to_s
+          sum_temp = sum_temp + diff
+          total_time = total_time + diff
+          last_state_is_pending = true
+
+        # use time if ticket got from e. g. open to open
+        elsif history_item['value_from'] != 'pending' && history_item['value_to'] != 'pending'
+          diff = TimeCalculation.business_time_diff( last_state_change, history_item['created_at'], sla_timezone)
+          puts 'Diff count !=pending -> !=pending ' + diff.to_s
+          sum_temp = sum_temp + diff
+          total_time = total_time + diff
+          last_state_is_pending = false
+        elsif history_item['value_from'] == 'pending' && history_item['value_to'] != 'pending'
+          diff = TimeCalculation.business_time_diff( last_state_change, history_item['created_at'], sla_timezone)
+          puts 'Diff count !=pending -> !=pending ' + diff.to_s
+          total_time = total_time + diff
+          last_state_is_pending = false
+        # no pending state, do not count
+        else
+          puts "Diff do not count #{history_item['value_from']}->#{history_item['value_to']} -> #{history_item['created_at']}"
+          last_state_is_pending = false
+        end
+
+        # remember for next loop last state
+        last_state        = history_item['value_to']
+        last_state_change = history_item['created_at']
+      }
+
+      # if last state isnt pending, count rest
+      if !last_state_is_pending && last_state_change && last_state_change < end_time
+        diff = TimeCalculation.business_time_diff( last_state_change, end_time, sla_timezone)
+        sum_temp = sum_temp + diff
+        total_time = total_time + diff
+      end
+
+      # if we have not had any state change
+      if !last_state_change
+        puts self.created_at.to_s + ' ' + end_time.to_s + ' ' + sla_timezone.to_s
+        diff = TimeCalculation.business_time_diff( self.created_at, end_time, sla_timezone)
+        sum_temp = sum_temp + diff
+        total_time = total_time + diff
+      end
+      puts total_time
+      #return sum
+      if (type == 'real')
+        return sum_temp
+      elsif (type == 'relative')
+        return total_time - sum_temp
+      else
+        return nil
+      end
+      
+    end
 
   class Number
   end

test/unit/ticket_test.rb

@@ -569,6 +569,120 @@ class TicketTest < ActiveSupport::TestCase
     delete = ticket.destroy
     assert( delete, "ticket destroy" )
 
+
+    ticket = Ticket.create(
+      :title           => 'some title äöüß3',
+      :group           => Group.lookup( :name => 'Users'),
+      :customer_id     => 2,
+      :ticket_state    => Ticket::State.lookup( :name => 'new' ),
+      :ticket_priority => Ticket::Priority.lookup( :name => '2 normal' ),
+      :created_at      => '2013-06-04 09:00:00 UTC',
+      :updated_at      => '2013-06-04 09:00:00 UTC',
+      :updated_by_id   => 1,
+      :created_by_id   => 1,
+    )
+    assert( ticket, 'ticket created' )
+
+    # set ticket at 10:00 to pending
+    History.history_create(
+      :history_type      => 'updated',
+      :history_object    => 'Ticket',
+      :history_attribute => 'ticket_state',
+      :o_id              => ticket.id,
+      :id_to             => 3,
+      :id_from           => 2,
+      :value_from        => 'open',
+      :value_to          => 'pending',
+      :created_by_id     => 1,
+      :created_at        => '2013-06-04 10:00:00',
+      :updated_at        => '2013-06-04 10:00:00'
+    )
+
+    # set ticket at 10:30 to open
+    History.history_create(
+      :history_type      => 'updated',
+      :history_object    => 'Ticket',
+      :history_attribute => 'ticket_state',
+      :o_id              => ticket.id,
+      :id_to             => 2,
+      :id_from           => 3,
+      :value_from        => 'pending',
+      :value_to          => 'open',
+      :created_by_id     => 1,
+      :created_at        => '2013-06-04 10:30:00',
+      :updated_at        => '2013-06-04 10:30:00'
+    )
+
+    # set ticket from 11:00 to pending
+    History.history_create(
+      :history_type      => 'updated',
+      :history_object    => 'Ticket',
+      :history_attribute => 'ticket_state',
+      :o_id              => ticket.id,
+      :id_to             => 3,
+      :id_from           => 2,
+      :value_from        => 'open',
+      :value_to          => 'pending',
+      :created_by_id     => 1,
+      :created_at        => '2013-06-04 11:00:00',
+      :updated_at        => '2013-06-04 11:00:00'
+    )
+
+    # set first response in time
+    ticket.update_attributes(
+      :first_response => '2013-06-04 10:45:00 UTC',
+    )
+    # set ticket from 11:30 to closed
+    History.history_create(
+      :history_type      => 'updated',
+      :history_object    => 'Ticket',
+      :history_attribute => 'ticket_state',
+      :o_id              => ticket.id,
+      :id_to             => 3,
+      :id_from           => 2,
+      :value_from        => 'pending',
+      :value_to          => 'closed',
+      :created_by_id     => 1,
+      :created_at        => '2013-06-04 12:00:00',
+      :updated_at        => '2013-06-04 12:00:00'
+    )
+
+    ticket.update_attributes(
+      :close_time => '2013-06-04 12:00:00 UTC',
+    )
+
+        # set sla's for timezone "Europe/Berlin" summertime (+2), so UTC times are 7:00-16:00
+    sla = Sla.create(
+      :name => 'test sla 1',
+      :condition => {},
+      :data => {
+        "Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
+        "beginning_of_workday" => "9:00",
+        "end_of_workday"       => "18:00",
+      },
+      :timezone            => 'Europe/Berlin',
+      :first_response_time => 120,
+      :update_time   => 180,
+      :close_time    => 240,
+      :active        => true,
+      :updated_by_id => 1,
+      :created_by_id => 1,
+    )
+    ticket = Ticket.find(ticket.id)
+    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-06-04 12:00:00 UTC', 'ticket.escalation_time verify 1' ) #check escal. time because first resp. is already done
+    assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-06-04 11:30:00 UTC', 'ticket.first_response_escal_date verify 1' )
+    #assert_equal( ticket.first_response_in_min, 75, 'ticket.first_response_in_min verify 3' )
+    #assert_equal( ticket.first_response_diff_in_min, 45, 'ticket.first_response_diff_in_min verify 3' )
+    #assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-06-04 12:30:00 UTC', 'ticket.update_time_escal_date verify 1' )
+    #assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-06-04 13:30:00 UTC', 'ticket.close_time_escal_date verify 1' )
+    #assert_equal( ticket.close_time_in_min, 90, 'ticket.first_response_in_min verify 3' )
+    #assert_equal( ticket.close_time_diff_in_min, 150, 'ticket.first_response_diff_in_min verify 3' )
+    delete = sla.destroy
+    assert( delete, "sla destroy" )
+
+    delete = ticket.destroy
+    assert( delete, "ticket destroy" )
+
   end
 
 end