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Added some bugfixes for escalation calculation.

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This commit is contained in:
Martin Edenhofer 2013-03-29 00:13:15 +01:00
parent a26e4a205c
commit 4f3cfb8e74
9 changed files with 204 additions and 26 deletions
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2
app/controllers/ticket_articles_controller.rb
View file

@ -25,7 +25,7 @@ class TicketArticlesController < ApplicationController
# find attachments in upload cache
if form_id
@article['attachments'] = Store.list(
@article.attachments = Store.list(
:object => 'UploadCache',
:o_id => form_id,
)

24
app/models/observer/ticket/escalation_calculation.rb
View file

@ -2,6 +2,21 @@ class Observer::Ticket::EscalationCalculation < ActiveRecord::Observer
observe 'ticket', 'ticket::_article'
def after_create(record)
# return if we run import mode
return if Setting.get('import_mode') && !Setting.get('import_ignore_sla')
# do not recalculation if first respons is already out
if record.class.name == 'Ticket::Article'
record.ticket.escalation_calculation
return true
end
# update escalation
return if record.callback_loop
record.callback_loop = true
record.escalation_calculation
record.callback_loop = false
end
def after_update(record)
@ -9,18 +24,17 @@ class Observer::Ticket::EscalationCalculation < ActiveRecord::Observer
# return if we run import mode
return if Setting.get('import_mode') && !Setting.get('import_ignore_sla')
# prevent loops
return if record[:escalation_calc]
record[:escalation_calc] = true
# do not recalculation if first respons is already out
if record.class.name == 'Ticket::Article'
return true if record.ticket.first_response
record.ticket.escalation_calculation
return true
end
# update escalation
return if record.callback_loop
record.callback_loop = true
record.escalation_calculation
record.callback_loop = false
end
end

2
app/models/observer/ticket/first_response.rb
View file

@ -20,7 +20,7 @@ class Observer::Ticket::FirstResponse < ActiveRecord::Observer
return true if record.ticket.first_response
# set first_response
record.ticket.first_response = Time.now
record.ticket.first_response = record.created_at
# save ticket
record.ticket.save

8
app/models/observer/ticket/last_contact.rb
View file

@ -18,10 +18,10 @@ class Observer::Ticket::LastContact < ActiveRecord::Observer
if record.ticket.last_contact_customer == nil ||
record.ticket.last_contact_agent == nil ||
record.ticket.last_contact_agent.to_i > record.ticket.last_contact_customer.to_i
record.ticket.last_contact_customer = Time.now
record.ticket.last_contact_customer = record.created_at
# set last_contact
record.ticket.last_contact = Time.now
record.ticket.last_contact = record.created_at
# save ticket
record.ticket.save
@ -32,10 +32,10 @@ class Observer::Ticket::LastContact < ActiveRecord::Observer
if sender.name == 'Agent'
# set last_contact_agent
record.ticket.last_contact_agent = Time.now
record.ticket.last_contact_agent = record.created_at
# set last_contact
record.ticket.last_contact = Time.now
record.ticket.last_contact = record.created_at
# save ticket
record.ticket.save

6
app/models/ticket.rb
View file

@ -15,6 +15,8 @@ class Ticket < ApplicationModel
belongs_to :create_article_type, :class_name => 'Ticket::Article::Type'
belongs_to :create_article_sender, :class_name => 'Ticket::Article::Sender'
attr_accessor :callback_loop
def self.number_check (string)
self.number_adapter.number_check_item(string)
end
@ -529,6 +531,7 @@ class Ticket < ApplicationModel
self.escalation_time = nil
# self.first_response_escal_date = nil
# self.close_time_escal_date = nil
self.callback_loop = true
self.save
return true
end
@ -541,6 +544,7 @@ class Ticket < ApplicationModel
self.escalation_time = nil
# self.first_response_escal_date = nil
# self.close_time_escal_date = nil
self.callback_loop = true
self.save
return true
end
@ -561,7 +565,6 @@ class Ticket < ApplicationModel
end
if self.first_response# && !self.first_response_in_min
self.first_response_in_min = TimeCalculation.business_time_diff( self.created_at, self.first_response )
end
# set sla time
if sla_selected.first_response_time && self.first_response_in_min
@ -604,6 +607,7 @@ class Ticket < ApplicationModel
if sla_selected.close_time && self.close_time_in_min
self.close_time_diff_in_min = sla_selected.close_time - self.close_time_in_min
end
self.callback_loop = true
self.save
end

5
app/models/ticket/article.rb
View file

@ -5,11 +5,14 @@ class Ticket::Article < ApplicationModel
belongs_to :ticket_article_sender, :class_name => 'Ticket::Article::Sender'
belongs_to :created_by, :class_name => 'User'
attr_accessor :attachments
private
def attachment_check
# do nothing if no attachment exists
return 1 if self['attachments'] == nil
return 1 if self.attachments == nil
# store attachments
article_store = []

8
lib/business_time/core_ext/time_fix.rb
View file

@ -83,10 +83,10 @@ class Time
time_b = Time::roll_forward(time_b)
# If same date, then calculate difference straight forward
if time_a.to_date == time_b.to_date
result = time_b - time_a
return result *= direction
end
# if time_a.to_date == time_b.to_date
# result = time_b - time_a
# return result *= direction
# end
# Both times are in different dates
result = Time.parse(time_a.strftime('%Y-%m-%d ') + BusinessTime::Config.end_of_workday) - time_a # First day

161
test/unit/ticket_test.rb
View file

@ -18,6 +18,85 @@ class TicketTest < ActiveSupport::TestCase
assert_equal( ticket.group.name, 'Users', 'ticket.group verify' )
assert_equal( ticket.ticket_state.name, 'new', 'ticket.state verify' )
# create inbound article
article_inbound = Ticket::Article.create(
:ticket_id => ticket.id,
:from => 'some_sender@example.com',
:to => 'some_recipient@example.com',
:subject => 'some subject',
:message_id => 'some@id',
:body => 'some message',
:internal => false,
:ticket_article_sender => Ticket::Article::Sender.where(:name => 'Customer').first,
:ticket_article_type => Ticket::Article::Type.where(:name => 'email').first,
:updated_by_id => 1,
:created_by_id => 1,
)
ticket = Ticket.find(ticket.id)
assert_equal( ticket.article_count, 1, 'ticket.article_count verify - inbound' )
assert_equal( ticket.last_contact, article_inbound.created_at, 'ticket.last_contact verify - inbound' )
assert_equal( ticket.last_contact_customer, article_inbound.created_at, 'ticket.last_contact_customer verify - inbound' )
assert_equal( ticket.last_contact_agent, nil, 'ticket.last_contact_agent verify - inbound' )
assert_equal( ticket.first_response, nil, 'ticket.first_response verify - inbound' )
assert_equal( ticket.close_time, nil, 'ticket.close_time verify - inbound' )
# create note article
article_note = Ticket::Article.create(
:ticket_id => ticket.id,
:from => 'some persion',
:subject => 'some note',
:body => 'some message',
:internal => true,
:ticket_article_sender => Ticket::Article::Sender.where(:name => 'Agent').first,
:ticket_article_type => Ticket::Article::Type.where(:name => 'note').first,
:updated_by_id => 1,
:created_by_id => 1,
)
ticket = Ticket.find(ticket.id)
assert_equal( ticket.article_count, 2, 'ticket.article_count verify - note' )
assert_equal( ticket.last_contact, article_inbound.created_at, 'ticket.last_contact verify - note' )
assert_equal( ticket.last_contact_customer, article_inbound.created_at, 'ticket.last_contact_customer verify - note' )
assert_equal( ticket.last_contact_agent, nil, 'ticket.last_contact_agent verify - note' )
assert_equal( ticket.first_response, nil, 'ticket.first_response verify - note' )
assert_equal( ticket.close_time, nil, 'ticket.close_time verify - note' )
# create outbound article
sleep 10
article_outbound = Ticket::Article.create(
:ticket_id => ticket.id,
:from => 'some_recipient@example.com',
:to => 'some_sender@example.com',
:subject => 'some subject',
:message_id => 'some@id2',
:body => 'some message 2',
:internal => false,
:ticket_article_sender => Ticket::Article::Sender.where(:name => 'Agent').first,
:ticket_article_type => Ticket::Article::Type.where(:name => 'email').first,
:updated_by_id => 1,
:created_by_id => 1,
)
ticket = Ticket.find(ticket.id)
assert_equal( ticket.article_count, 3, 'ticket.article_count verify - outbound' )
assert_equal( ticket.last_contact, article_outbound.created_at, 'ticket.last_contact verify - outbound' )
assert_equal( ticket.last_contact_customer, article_inbound.created_at, 'ticket.last_contact_customer verify - outbound' )
assert_equal( ticket.last_contact_agent, article_outbound.created_at, 'ticket.last_contact_agent verify - outbound' )
assert_equal( ticket.first_response, article_outbound.created_at, 'ticket.first_response verify - outbound' )
assert_equal( ticket.close_time, nil, 'ticket.close_time verify - outbound' )
ticket.ticket_state_id = Ticket::State.where(:name => 'closed').first.id
ticket.save
ticket = Ticket.find(ticket.id)
assert_equal( ticket.article_count, 3, 'ticket.article_count verify - state update' )
assert_equal( ticket.last_contact, article_outbound.created_at, 'ticket.last_contact verify - state update' )
assert_equal( ticket.last_contact_customer, article_inbound.created_at, 'ticket.last_contact_customer verify - state update' )
assert_equal( ticket.last_contact_agent, article_outbound.created_at, 'ticket.last_contact_agent verify - state update' )
assert_equal( ticket.first_response, article_outbound.created_at, 'ticket.first_response verify - state update' )
assert( ticket.close_time, 'ticket.close_time verify - state update' )
delete = ticket.destroy
assert( delete, "ticket destroy" )
end
@ -101,7 +180,6 @@ class TicketTest < ActiveSupport::TestCase
ticket.update_attributes(
:first_response => '2013-03-21 10:00:00 UTC',
)
ticket.escalation_calculation
puts ticket.inspect
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.escalation_time verify 3' )
@ -122,7 +200,6 @@ class TicketTest < ActiveSupport::TestCase
ticket.update_attributes(
:first_response => '2013-03-21 14:00:00 UTC',
)
ticket.escalation_calculation
puts ticket.inspect
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.escalation_time verify 4' )
@ -143,7 +220,6 @@ class TicketTest < ActiveSupport::TestCase
ticket.update_attributes(
:last_contact_agent => '2013-03-21 11:00:00 UTC',
)
ticket.escalation_calculation
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.escalation_time verify 5' )
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 5' )
@ -163,7 +239,6 @@ class TicketTest < ActiveSupport::TestCase
ticket.update_attributes(
:last_contact_agent => '2013-03-21 12:00:00 UTC',
)
ticket.escalation_calculation
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' )
@ -183,7 +258,6 @@ class TicketTest < ActiveSupport::TestCase
ticket.update_attributes(
:close_time => '2013-03-21 11:30:00 UTC',
)
ticket.escalation_calculation
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 14:00:00 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' )
@ -203,7 +277,6 @@ class TicketTest < ActiveSupport::TestCase
ticket.update_attributes(
:close_time => '2013-03-21 13:00:00 UTC',
)
ticket.escalation_calculation
assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 14:00:00 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' )
@ -223,7 +296,6 @@ class TicketTest < ActiveSupport::TestCase
ticket.update_attributes(
:ticket_state => Ticket::State.lookup( :name => 'closed' )
)
ticket.escalation_calculation
assert_equal( ticket.escalation_time, nil, 'ticket.escalation_time verify 9' )
assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 9' )
@ -239,12 +311,83 @@ class TicketTest < ActiveSupport::TestCase
assert_equal( ticket.close_time_in_min, 210, 'ticket.close_time_in_min verify 9' )
assert_equal( ticket.close_time_diff_in_min, -30, 'ticket.close_time_diff_in_min verify 9' )
delete = ticket.destroy
assert( delete, "ticket destroy" )
ticket = Ticket.create(
:title => 'some title äöüß',
:group => Group.lookup( :name => 'Users'),
:customer_id => 2,
:ticket_state => Ticket::State.lookup( :name => 'new' ),
:ticket_priority => Ticket::Priority.lookup( :name => '2 normal' ),
:updated_by_id => 1,
:created_by_id => 1,
)
assert( ticket, "ticket created" )
assert_equal( ticket.title, 'some title äöüß', 'ticket.title verify' )
assert_equal( ticket.group.name, 'Users', 'ticket.group verify' )
assert_equal( ticket.ticket_state.name, 'new', 'ticket.state verify' )
# create inbound article
article_inbound = Ticket::Article.create(
:ticket_id => ticket.id,
:from => 'some_sender@example.com',
:to => 'some_recipient@example.com',
:subject => 'some subject',
:message_id => 'some@id',
:body => 'some message',
:internal => false,
:ticket_article_sender => Ticket::Article::Sender.where(:name => 'Customer').first,
:ticket_article_type => Ticket::Article::Type.where(:name => 'email').first,
:updated_by_id => 1,
:created_by_id => 1,
:created_at => '2013-03-28 23:49:00 UTC',
:updated_at => '2013-03-28 23:49:00 UTC',
)
ticket = Ticket.find(ticket.id)
assert_equal( ticket.article_count, 1, 'ticket.article_count verify - inbound' )
assert_equal( ticket.last_contact, article_inbound.created_at, 'ticket.last_contact verify - inbound' )
assert_equal( ticket.last_contact_customer, article_inbound.created_at, 'ticket.last_contact_customer verify - inbound' )
assert_equal( ticket.last_contact_agent, nil, 'ticket.last_contact_agent verify - inbound' )
assert_equal( ticket.first_response, nil, 'ticket.first_response verify - inbound' )
assert_equal( ticket.close_time, nil, 'ticket.close_time verify - inbound' )
# create outbound article
article_outbound = Ticket::Article.create(
:ticket_id => ticket.id,
:from => 'some_recipient@example.com',
:to => 'some_sender@example.com',
:subject => 'some subject',
:message_id => 'some@id2',
:body => 'some message 2',
:internal => false,
:ticket_article_sender => Ticket::Article::Sender.where(:name => 'Agent').first,
:ticket_article_type => Ticket::Article::Type.where(:name => 'email').first,
:updated_by_id => 1,
:created_by_id => 1,
:created_at => '2013-03-29 08:00:03 UTC',
:updated_at => '2013-03-29 08:00:03 UTC',
)
ticket = Ticket.find(ticket.id)
assert_equal( ticket.article_count, 2, 'ticket.article_count verify - outbound' )
assert_equal( ticket.last_contact, article_outbound.created_at, 'ticket.last_contact verify - outbound' )
assert_equal( ticket.last_contact_customer, article_inbound.created_at, 'ticket.last_contact_customer verify - outbound' )
assert_equal( ticket.last_contact_agent, article_outbound.created_at, 'ticket.last_contact_agent verify - outbound' )
assert_equal( ticket.first_response, article_outbound.created_at, 'ticket.first_response verify - outbound' )
assert_equal( ticket.first_response_in_min, 0, 'ticket.first_response_in_min verify - outbound' )
assert_equal( ticket.first_response_diff_in_min, 60, 'ticket.first_response_diff_in_min verify - outbound' )
assert_equal( ticket.close_time, nil, 'ticket.close_time verify - outbound' )
delete = sla.destroy
assert( delete, "sla destroy 2" )
delete = ticket.destroy
assert( delete, "ticket destroy" )
delete = sla.destroy
assert( delete, "sla destroy" )
delete = sla.destroy
assert( delete, "sla destroy" )
end

14
test/unit/working_time_test.rb
View file

@ -73,6 +73,20 @@ class WorkingTimeTest < ActiveSupport::TestCase
],
},
},
{
:start => '2013-02-28 17:00:00',
:end => '2013-02-28 23:59:59',
:diff => 60,
:config => {
'Mon' => true,
'Tue' => true,
'Wed' => true,
'Thu' => true,
'Fri' => true,
'beginning_of_workday' => '8:00 am',
'end_of_workday' => '6:00 pm',
},
},
]
tests.each { |test|
TimeCalculation.config( test[:config] )