Improved sla calculation. Added Unit Tests.
This commit is contained in:
Martin Edenhofer
parent
dc060a28c2
commit
315a936bd4
3 changed files with 233 additions and 56 deletions
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@ -473,25 +473,13 @@ class Ticket < ApplicationModel
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}
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end
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def escalation_calculation
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def _escalation_calculation_get_sla
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# set escalation off if ticket is already closed
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ticket_state = Ticket::State.lookup( :id => self.ticket_state_id )
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ticket_state_type = Ticket::StateType.lookup( :id => ticket_state.state_type_id )
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ignore_escalation = ['removed', 'closed', 'merged', 'pending action']
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if ignore_escalation.include?(ticket_state_type.name)
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self.escalation_time = nil
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# self.first_response_escal_date = nil
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# self.close_time_escal_date = nil
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self.save
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return true
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end
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# get sla
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sla_selected = nil
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Sla.where( :active => true ).each {|sla|
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if sla.condition
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puts sla.condition.inspect
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if !sla.condition || sla.condition.empty?
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sla_selected = sla
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elsif sla.condition
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hit = false
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map = [
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[ 'tickets.ticket_priority_id', 'ticket_priority_id' ],
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@ -515,16 +503,8 @@ class Ticket < ApplicationModel
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end
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}
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# reset escalation if no sla is set
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if !sla_selected
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self.escalation_time = nil
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# self.first_response_escal_date = nil
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# self.close_time_escal_date = nil
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self.save
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return true
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end
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# get calendar settings
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# get and set calendar settings
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if sla_selected
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BusinessTime::Config.beginning_of_workday = sla_selected.data['beginning_of_workday']
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BusinessTime::Config.end_of_workday = sla_selected.data['end_of_workday']
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days = []
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@ -534,65 +514,122 @@ class Ticket < ApplicationModel
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end
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}
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BusinessTime::Config.work_week = days
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end
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return sla_selected
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end
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def _escalation_calculation_dest_time(start_time, diff_min)
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start_time = Time.parse( start_time.to_s )
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dest_time = (diff_min / 60).round.business_hour.after( start_time )
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return dest_time
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end
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def _escalation_calculation_higher_time(escalation_time, check_time, done_time)
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return escalation_time if done_time
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return check_time if !escalation_time
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return escalation_time if !check_time
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return check_time if escalation_time > check_time
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return escalation_time
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end
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def _escalation_calculation_business_time_diff(start_time, end_time)
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start_time = Time.parse(start_time.to_s)
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end_time = Time.parse(end_time.to_s)
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diff = start_time.business_time_until(end_time) / 60
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diff.round
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end
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def escalation_calculation
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# set escalation off if ticket is already closed
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ticket_state = Ticket::State.lookup( :id => self.ticket_state_id )
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ticket_state_type = Ticket::StateType.lookup( :id => ticket_state.state_type_id )
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ignore_escalation = ['removed', 'closed', 'merged', 'pending action']
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if ignore_escalation.include?( ticket_state_type.name )
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self.escalation_time = nil
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# self.first_response_escal_date = nil
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# self.close_time_escal_date = nil
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self.save
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return true
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end
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# get sla for ticket
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sla_selected = self._escalation_calculation_get_sla
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# reset escalation if no sla is set
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if !sla_selected
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self.escalation_time = nil
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# self.first_response_escal_date = nil
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# self.close_time_escal_date = nil
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self.save
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return true
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end
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# puts sla_selected.inspect
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# puts days.inspect
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self.escalation_time = nil
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self.first_response_escal_date = nil
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self.update_time_escal_date = nil
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self.close_time_escal_date = nil
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# first response
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if sla_selected.first_response_time
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created_at = Time.parse(self.created_at.to_s)
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self.first_response_escal_date = (sla_selected.first_response_time / 60).round.business_hour.after( created_at )
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self.first_response_escal_date = self._escalation_calculation_dest_time( created_at, sla_selected.first_response_time )
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# set ticket escalation
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if !self.first_response && (!self.escalation_time || self.escalation_time > self.first_response_escal_date)
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self.escalation_time = self.first_response_escal_date
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end
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self.escalation_time = self._escalation_calculation_higher_time( self.escalation_time, self.first_response_escal_date, self.first_response )
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end
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if self.first_response# && !self.first_response_in_min
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# created_at = Time.parse(self.created_at.to_s)
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# first_response_at = Time.parse(self.first_response.to_s)
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# diff = created_at.business_time_until(first_response_at) / 60
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# self.first_response_in_min = diff.round
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self.first_response_in_min = self._escalation_calculation_business_time_diff( self.created_at, self.first_response )
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if self.first_response && !self.first_response_in_min
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created_at = Time.parse(self.created_at.to_s)
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first_response_at = Time.parse(self.first_response.to_s)
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diff = created_at.business_time_until(first_response_at) / 60
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self.first_response_in_min = diff.round
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end
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# set time over sla
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# set sla time
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if sla_selected.first_response_time && self.first_response_in_min
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self.first_response_diff_in_min = sla_selected.first_response_time - self.first_response_in_min
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end
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# # update time
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# if sla_selected.close_time
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# update time
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if sla_selected.update_time
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last_update = self.last_contact_agent
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if !last_update
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last_update = self.created_at
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end
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self.update_time_escal_date = self._escalation_calculation_dest_time( last_update, sla_selected.update_time )
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# set ticket escalation
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self.escalation_time = self._escalation_calculation_higher_time( self.escalation_time, self.update_time_escal_date, false )
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end
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# if self.last_contact_agent && !self.update_time_in_min
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# created_at = Time.parse(self.created_at.to_s)
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# self.close_time_escal_date = (sla_selected.close_time / 60).round.business_hour.after( created_at )
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# last_contact_agent = Time.parse(self.last_contact_agent.to_s)
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# diff = created_at.business_time_until(closed_at) / 60
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# self.close_time_in_min = diff.round
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# end
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# close time
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if sla_selected.close_time
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created_at = Time.parse(self.created_at.to_s)
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self.close_time_escal_date = (sla_selected.close_time / 60).round.business_hour.after( created_at )
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self.close_time_escal_date = self._escalation_calculation_dest_time( self.created_at, sla_selected.close_time )
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# set ticket escalation
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if !self.close_time && (!self.escalation_time || self.escalation_time > self.close_time_escal_date)
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self.escalation_time = self.close_time_escal_date
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end
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self.escalation_time = self._escalation_calculation_higher_time( self.escalation_time, self.close_time_escal_date, self.close_time )
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end
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if self.close_time# && !self.close_time_in_min
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# created_at = Time.parse(self.created_at.to_s)
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# closed_at = Time.parse(self.close_time.to_s)
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# diff = created_at.business_time_until(closed_at) / 60
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# self.close_time_in_min = diff.round
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self.close_time_in_min = self._escalation_calculation_business_time_diff( self.created_at, self.close_time )
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if self.close_time && !self.close_time_in_min
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created_at = Time.parse(self.created_at.to_s)
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closed_at = Time.parse(self.close_time.to_s)
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diff = created_at.business_time_until(closed_at) / 60
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self.close_time_in_min = diff.round
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end
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# set time over sla
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# set sla time
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if sla_selected.close_time && self.close_time_in_min
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self.close_time_diff_in_min = sla_selected.close_time - self.close_time_in_min
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end
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self.save
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end
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13
db/migrate/20130321124312_ticket_escalation_update_time.rb
Normal file
13
db/migrate/20130321124312_ticket_escalation_update_time.rb
Normal file
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@ -0,0 +1,13 @@
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class TicketEscalationUpdateTime < ActiveRecord::Migration
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def up
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add_column :tickets, :update_time_escal_date, :timestamp, :null => true
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add_column :tickets, :updtate_time_sla_time, :timestamp, :null => true
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add_column :tickets, :update_time_in_min, :integer, :null => true
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add_column :tickets, :update_time_diff_in_min, :integer, :null => true
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add_index :tickets, [:update_time_in_min]
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add_index :tickets, [:update_time_diff_in_min]
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end
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def down
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end
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end
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127
test/unit/ticket_test.rb
Normal file
127
test/unit/ticket_test.rb
Normal file
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@ -0,0 +1,127 @@
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# encoding: utf-8
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require 'test_helper'
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class TicketTest < ActiveSupport::TestCase
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test 'ticket create' do
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ticket = Ticket.create(
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:title => 'some title äöüß',
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:group => Group.lookup( :name => 'Users'),
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:customer_id => 2,
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:ticket_state => Ticket::State.lookup( :name => 'new' ),
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:ticket_priority => Ticket::Priority.lookup( :name => '2 normal' ),
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:updated_by_id => 1,
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:created_by_id => 1,
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)
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assert( ticket, "ticket created" )
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assert_equal( ticket.title, 'some title äöüß', 'ticket.title verify' )
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assert_equal( ticket.group.name, 'Users', 'ticket.group verify' )
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assert_equal( ticket.ticket_state.name, 'new', 'ticket.state verify' )
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delete = ticket.destroy
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assert( delete, "ticket destroy" )
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end
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test 'ticket sla' do
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ticket = Ticket.create(
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:title => 'some title äöüß',
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:group => Group.lookup( :name => 'Users'),
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:customer_id => 2,
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:ticket_state => Ticket::State.lookup( :name => 'new' ),
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:ticket_priority => Ticket::Priority.lookup( :name => '2 normal' ),
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:created_at => '2013-03-21 09:30:00 UTC',
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:updated_at => '2013-03-21 09:30:00 UTC',
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:updated_by_id => 1,
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:created_by_id => 1,
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)
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assert( ticket, "ticket created" )
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assert_equal( ticket.escalation_time, nil, 'ticket.escalation_time verify' )
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sla = Sla.create(
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:name => 'test sla 1',
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:condition => {},
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:data => {
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"Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
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"beginning_of_workday" => "8:00",
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"end_of_workday" => "18:00",
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},
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:first_response_time => 120,
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:update_time => 180,
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:close_time => 240,
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:active => true,
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:updated_by_id => 1,
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:created_by_id => 1,
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)
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ticket = Ticket.find(ticket.id)
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assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.escalation_time verify 1' )
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assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.first_response_escal_date verify 1' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.update_time_escal_date verify 1' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 13:30:00 UTC', 'ticket.close_time_escal_date verify 1' )
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delete = sla.destroy
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assert( delete, "sla destroy 1" )
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sla = Sla.create(
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:name => 'test sla 2',
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:condition => { "tickets.ticket_priority_id" =>["1", "2", "3"] },
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:data => {
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"Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
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"beginning_of_workday" => "8:00",
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"end_of_workday" => "18:00",
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},
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:first_response_time => 60,
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:update_time => 120,
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:close_time => 180,
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:active => true,
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:updated_by_id => 1,
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:created_by_id => 1,
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)
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ticket = Ticket.find(ticket.id)
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assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.escalation_time verify 2' )
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assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 2' )
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assert_equal( ticket.first_response, nil, 'ticket.first_response verify 2' )
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assert_equal( ticket.first_response_in_min, nil, 'ticket.first_response_in_min verify 2' )
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assert_equal( ticket.first_response_diff_in_min, nil, 'ticket.first_response_diff_in_min verify 2' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.update_time_escal_date verify 2' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 2' )
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ticket.update_attributes(
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# :first_response_escal_date => '2013-03-26 09:30:00 UTC',
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:first_response => '2013-03-21 10:00:00 UTC',
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)
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ticket.escalation_calculation
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puts ticket.inspect
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assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.escalation_time verify 3' )
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assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 3' )
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assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 10:00:00 UTC', 'ticket.first_response verify 3' )
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assert_equal( ticket.first_response_in_min, 30, 'ticket.first_response_in_min verify 3' )
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assert_equal( ticket.first_response_diff_in_min, 30, 'ticket.first_response_diff_in_min verify 3' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.update_time_escal_date verify 3' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 3' )
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ticket.update_attributes(
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# :first_response_escal_date => '2013-03-26 09:30:00 UTC',
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:first_response => '2013-03-21 14:00:00 UTC',
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)
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ticket.escalation_calculation
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puts ticket.inspect
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assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.escalation_time verify 4' )
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assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 4' )
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assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 4' )
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assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 4' )
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assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 4' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.update_time_escal_date verify 4' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 4' )
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delete = sla.destroy
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assert( delete, "sla destroy 2" )
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delete = ticket.destroy
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assert( delete, "ticket destroy" )
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delete = sla.destroy
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assert( delete, "sla destroy" )
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end
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end
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