Follow up fix for issue #2082 - escalation_at are not updated correctly.

app/models/observer/ticket/escalation_update.rb

@@ -14,8 +14,8 @@ class Observer::Ticket::EscalationUpdate < ActiveRecord::Observer
     # return if we run import mode
     return true if Setting.get('import_mode')
 
-    return true if record.destroyed?
+    return true if !Ticket.exists?(record.id)
-
+    record.reload
     record.escalation_calculation
   end
 end

test/controllers/tickets_controller_escalation_test.rb

@@ -0,0 +1,190 @@
+
+require 'test_helper'
+
+class TicketsControllerEscalationTest < ActionDispatch::IntegrationTest
+  setup do
+
+    # set accept header
+    @headers = { 'ACCEPT' => 'application/json', 'CONTENT_TYPE' => 'application/json' }
+
+    # create agent
+    roles  = Role.where(name: %w[Admin Agent])
+    groups = Group.all
+
+    UserInfo.current_user_id = 1
+    @admin = User.create!(
+      login: 'tickets-admin',
+      firstname: 'Tickets',
+      lastname: 'Admin',
+      email: 'tickets-admin@example.com',
+      password: 'adminpw',
+      active: true,
+      roles: roles,
+      groups: groups,
+    )
+
+    # create agent
+    roles = Role.where(name: 'Agent')
+    @agent = User.create!(
+      login: 'tickets-agent@example.com',
+      firstname: 'Tickets',
+      lastname: 'Agent',
+      email: 'tickets-agent@example.com',
+      password: 'agentpw',
+      active: true,
+      roles: roles,
+      groups: groups,
+    )
+
+    # create customer without org
+    roles = Role.where(name: 'Customer')
+    @customer_without_org = User.create!(
+      login: 'tickets-customer1@example.com',
+      firstname: 'Tickets',
+      lastname: 'Customer1',
+      email: 'tickets-customer1@example.com',
+      password: 'customer1pw',
+      active: true,
+      roles: roles,
+    )
+
+    @calendar = Calendar.create!(
+      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,
+    )
+
+    @sla = Sla.create!(
+      name: 'test sla 1',
+      condition: {
+        'ticket.title' => {
+          operator: 'contains',
+          value: 'some value 123',
+        },
+      },
+      first_response_time: 60,
+      update_time: 180,
+      solution_time: 240,
+      calendar_id: @calendar.id,
+    )
+
+    UserInfo.current_user_id = nil
+
+  end
+
+  test '01.01 ticket created via web' do
+    credentials = ActionController::HttpAuthentication::Basic.encode_credentials('tickets-customer1@example.com', 'customer1pw')
+    params = {
+      title: 'some value 123',
+      group: 'Users',
+      article: {
+        body: 'some test 123',
+      },
+    }
+
+    post '/api/v1/tickets', params: params.to_json, headers: @headers.merge('Authorization' => credentials)
+    assert_response(201)
+
+    result = JSON.parse(@response.body)
+    assert_equal(Hash, result.class)
+    assert_equal(Ticket::State.lookup(name: 'new').id, result['state_id'])
+    assert_equal('some value 123', result['title'])
+    assert_equal(@customer_without_org.id, result['updated_by_id'])
+    assert_equal(@customer_without_org.id, result['created_by_id'])
+
+    ticket_p = Ticket.find(result['id'])
+
+    assert_equal(ticket_p['escalation_at'].iso8601, result['escalation_at'].sub(/.\d\d\dZ$/, 'Z'))
+    assert_equal(ticket_p['first_response_escalation_at'].iso8601, result['first_response_escalation_at'].sub(/.\d\d\dZ$/, 'Z'))
+    assert_equal(ticket_p['update_escalation_at'].iso8601, result['update_escalation_at'].sub(/.\d\d\dZ$/, 'Z'))
+    assert_equal(ticket_p['close_escalation_at'].iso8601, result['close_escalation_at'].sub(/.\d\d\dZ$/, 'Z'))
+
+    assert(ticket_p.escalation_at)
+    assert_in_delta(ticket_p.first_response_escalation_at.to_i, (ticket_p.created_at + 1.hour).to_i, 90)
+    assert_in_delta(ticket_p.update_escalation_at.to_i, (ticket_p.created_at + 3.hours).to_i, 90)
+    assert_in_delta(ticket_p.close_escalation_at.to_i, (ticket_p.created_at + 4.hours).to_i, 90)
+    assert_in_delta(ticket_p.escalation_at.to_i, (ticket_p.created_at + 1.hour).to_i, 90)
+  end
+
+  test '01.02 ticket got created via email - reply by agent via web' do
+
+    email = "From: Bob Smith <customer@example.com>
+To: zammad@example.com
+Subject: some value 123
+
+Some Text"
+
+    ticket_p, article_p, user_p, mail = Channel::EmailParser.new.process({}, email)
+    ticket_p.reload
+    assert(ticket_p.escalation_at)
+    assert_in_delta(ticket_p.first_response_escalation_at.to_i, (ticket_p.created_at + 1.hour).to_i, 90)
+    assert_in_delta(ticket_p.update_escalation_at.to_i, (ticket_p.created_at + 3.hours).to_i, 90)
+    assert_in_delta(ticket_p.close_escalation_at.to_i, (ticket_p.created_at + 4.hours).to_i, 90)
+    assert_in_delta(ticket_p.escalation_at.to_i, (ticket_p.created_at + 1.hour).to_i, 90)
+
+    travel 3.hours
+
+    credentials = ActionController::HttpAuthentication::Basic.encode_credentials('tickets-agent@example.com', 'agentpw')
+    params = {
+      title: 'some value 123 - update',
+      article: {
+        body: 'some test 123',
+        type: 'email',
+        to: 'customer@example.com',
+      },
+    }
+    put "/api/v1/tickets/#{ticket_p.id}", params: params.to_json, headers: @headers.merge('Authorization' => credentials)
+
+    assert_response(200)
+    result = JSON.parse(@response.body)
+    assert_equal(Hash, result.class)
+    assert_equal(Ticket::State.lookup(name: 'open').id, result['state_id'])
+    assert_equal('some value 123 - update', result['title'])
+    assert_equal(@agent.id, result['updated_by_id'])
+    assert_equal(user_p.id, result['created_by_id'])
+
+    ticket_p.reload
+    assert_equal(ticket_p['escalation_at'].iso8601, result['escalation_at'].sub(/.\d\d\dZ$/, 'Z'))
+    assert_equal(ticket_p['first_response_escalation_at'].iso8601, result['first_response_escalation_at'].sub(/.\d\d\dZ$/, 'Z'))
+    assert_equal(ticket_p['update_escalation_at'].iso8601, result['update_escalation_at'].sub(/.\d\d\dZ$/, 'Z'))
+    assert_equal(ticket_p['close_escalation_at'].iso8601, result['close_escalation_at'].sub(/.\d\d\dZ$/, 'Z'))
+
+    assert_in_delta(ticket_p.first_response_escalation_at.to_i, (ticket_p.created_at + 1.hour).to_i, 90)
+    assert_in_delta(ticket_p.update_escalation_at.to_i, (ticket_p.last_contact_agent_at + 3.hours).to_i, 90)
+    assert_in_delta(ticket_p.close_escalation_at.to_i, (ticket_p.created_at + 4.hours).to_i, 90)
+    assert_in_delta(ticket_p.escalation_at.to_i, (ticket_p.created_at + 4.hours).to_i, 90)
+
+  end
+
+end

test/unit/ticket_sla_test.rb

@@ -1881,7 +1881,7 @@ class TicketSlaTest < ActiveSupport::TestCase
       message_id: 'some@id',
       body: 'some message',
       internal: false,
-      sender: Ticket::Article::Sender.where(name: 'Customer').first,
+      sender: Ticket::Article::Sender.where(name: 'Agent').first,
       type: Ticket::Article::Type.where(name: 'email').first,
       updated_by_id: 1,
       created_by_id: 1,
@@ -1891,9 +1891,9 @@ class TicketSlaTest < ActiveSupport::TestCase
 
     Scheduler.worker(true)
     ticket = Ticket.find(ticket.id)
-    assert_equal(ticket.escalation_at.gmtime.to_s, '2016-11-09 09:27:00 UTC', 'ticket.escalation_at verify 1')
+    assert_equal(ticket.escalation_at.gmtime.to_s, '2016-11-09 09:26:36 UTC', 'ticket.escalation_at verify 1')
     assert_equal(ticket.first_response_escalation_at.gmtime.to_s, '2016-11-02 09:00:00 UTC', 'ticket.first_response_escalation_at verify 1')
-    assert_equal(ticket.update_escalation_at.gmtime.to_s, '2016-11-09 09:27:00 UTC', 'ticket.update_escalation_at verify 1')
+    assert_equal(ticket.update_escalation_at.gmtime.to_s, '2016-11-09 09:26:36 UTC', 'ticket.update_escalation_at verify 1')
     assert_nil(ticket.close_escalation_at, 'ticket.close_escalation_at verify 1')
 
     article_agent = Ticket::Article.create!(