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Improve auto assignment for inactive agents or agents in inactive groups to default "-" user

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This commit is contained in:
Muhammad Nuzaihan 2018-02-10 18:40:57 +08:00
parent 4bd9dcf518
commit 5940a9f6de
4 changed files with 228 additions and 2 deletions
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9
app/models/ticket.rb
View file

@ -23,7 +23,7 @@ class Ticket < ApplicationModel
store :preferences
before_create :check_generate, :check_defaults, :check_title, :set_default_state, :set_default_priority
after_create :check_escalation_update
before_update :check_defaults, :check_title, :reset_pending_time
before_update :check_defaults, :check_title, :reset_pending_time, :check_owner_active
after_update :check_escalation_update
validates :group_id, presence: true
@ -1207,4 +1207,11 @@ result
self.priority_id = default_ticket_priority.id
true
end
def check_owner_active
return true if owner.login == '-' # return when ticket is unassigned
return true if owner.groups.any?(&:active?) && owner.active? # return if user in any groups assigned is active and user account is active
self.owner = User.find_by(login: '-') # else set the owner of the ticket to the default user as unassigned
true
end
end

2
test/unit/history_test.rb
View file

@ -122,7 +122,7 @@ class HistoryTest < ActiveSupport::TestCase
value_to: 'Unit Test 2 (äöüß) - update!',
},
{
result: true,
result: false,
history_object: 'Ticket',
history_type: 'updated',
history_attribute: 'owner',

28
test/unit/ticket_trigger_test.rb
View file

@ -877,6 +877,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
updated_by_id: 1,
created_by_id: 1,
)
groups = Group.where(name: 'Users')
roles = Role.where(name: 'Agent')
agent1 = User.create_or_update(
login: 'agent-has-changed@example.com',
@ -886,6 +887,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
updated_at: '2015-02-05 16:37:00',
updated_by_id: 1,
created_by_id: 1,
@ -1190,6 +1192,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
created_by_id: 1,
updated_by_id: 1,
)
groups = Group.where(name: 'Users')
roles = Role.where(name: 'Agent')
agent = User.create_or_update(
login: 'agent@example.com',
@ -1199,6 +1202,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
updated_by_id: 1,
created_by_id: 1,
)
@ -1325,6 +1329,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
created_by_id: 1,
updated_by_id: 1,
)
groups = Group.where(name: 'Users')
roles = Role.where(name: 'Agent')
agent = User.create_or_update(
login: 'agent@example.com',
@ -1334,6 +1339,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
updated_by_id: 1,
created_by_id: 1,
)
@ -1438,6 +1444,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
updated_by_id: 1,
)
roles = Role.where(name: 'Agent')
groups = Group.where(name: 'Users')
agent = User.create_or_update(
login: 'agent@example.com',
firstname: 'Trigger',
@ -1446,6 +1453,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
updated_by_id: 1,
created_by_id: 1,
)
@ -1548,6 +1556,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
created_by_id: 1,
updated_by_id: 1,
)
groups = Group.where(name: 'Users')
roles = Role.where(name: 'Agent')
agent = User.create_or_update(
login: 'agent@example.com',
@ -1557,6 +1566,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
updated_by_id: 1,
created_by_id: 1,
)
@ -1663,6 +1673,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
created_by_id: 1,
updated_by_id: 1,
)
groups = Group.where(name: 'Users')
roles = Role.where(name: 'Agent')
agent1 = User.create_or_update(
login: 'agent@example.com',
@ -1672,6 +1683,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
updated_by_id: 1,
created_by_id: 1,
)
@ -1683,6 +1695,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
updated_by_id: 1,
created_by_id: 1,
)
@ -1855,6 +1868,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
created_by_id: 1,
updated_by_id: 1,
)
groups = Group.where(name: 'Users')
roles = Role.where(name: 'Agent')
agent = User.create_or_update(
login: 'agent@example.com',
@ -1864,6 +1878,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
updated_by_id: 1,
created_by_id: 1,
)
@ -1989,6 +2004,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
created_by_id: 1,
updated_by_id: 1,
)
groups = Group.where(name: 'Users')
roles = Role.where(name: 'Agent')
agent = User.create_or_update(
login: 'agent@example.com',
@ -1998,6 +2014,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
updated_by_id: 1,
created_by_id: 1,
)
@ -2129,6 +2146,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
created_by_id: 1,
updated_by_id: 1,
)
groups = Group.where(name: 'Users')
roles = Role.where(name: 'Agent')
agent1 = User.create_or_update(
login: 'agent1@example.com',
@ -2138,6 +2156,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
updated_by_id: 1,
created_by_id: 1,
)
@ -2149,6 +2168,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
updated_by_id: 1,
created_by_id: 1,
)
@ -2261,6 +2281,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
created_by_id: 1,
updated_by_id: 1,
)
groups = Group.where(name: 'Users')
roles = Role.where(name: 'Agent')
agent = User.create_or_update(
login: 'agent@example.com',
@ -2270,6 +2291,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
updated_by_id: 1,
created_by_id: 1,
)
@ -2544,6 +2566,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
updated_by_id: 1,
)
groups = Group.where(name: 'Users')
roles = Role.where(name: 'Agent')
agent = User.create_or_update(
login: 'agent@example.com',
@ -2553,6 +2576,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
updated_by_id: 1,
created_by_id: 1,
)
@ -2972,6 +2996,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'adminpw',
active: true,
roles: Role.where(name: %w[Admin Agent]),
groups: Group.where(name: 'Users'),
updated_by_id: 1,
created_by_id: 1,
)
@ -3907,6 +3932,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
test 'change owner' do
roles = Role.where(name: 'Agent')
groups = Group.where(name: 'Users')
agent1 = User.create_or_update(
login: 'agent-has-changed@example.com',
firstname: 'Has Changed',
@ -3915,6 +3941,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
updated_at: '2015-02-05 16:37:00',
updated_by_id: 1,
created_by_id: 1,
@ -3928,6 +3955,7 @@ class TicketTriggerTest < ActiveSupport::TestCase
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
updated_at: '2015-02-05 16:37:00',
updated_by_id: 1,
created_by_id: 1,

191
test/unit/ticket_update_test.rb Normal file
View file

@ -0,0 +1,191 @@
require 'test_helper'
class TicketUpdateTest < ActiveSupport::TestCase
setup do
UserInfo.current_user_id = 1
Group.create_or_update(
name: 'Disabled Group',
follow_up_possible: 'yes',
follow_up_assignment: true,
active: false,
)
groups = Group.where(name: 'Users')
roles = Role.where(name: 'Agent')
@agent1 = User.create_or_update(
login: 'ticket-customer-organization-update-agent1@example.com',
firstname: 'FollowUpCheck',
lastname: 'Agent1',
email: 'ticket-customer-organization-update-agent1@example.com',
password: 'agentpw',
active: true,
roles: roles,
groups: groups,
)
roles = Role.where(name: 'Customer')
@organization1 = Organization.create_if_not_exists(
name: 'Customer Organization Update',
)
@customer1 = User.create_or_update(
login: 'ticket-customer-organization-update-customer1@example.com',
firstname: 'FollowUpCheck',
lastname: 'Customer1',
email: 'ticket-customer-organization-update-customer1@example.com',
password: 'customerpw',
active: true,
organization_id: @organization1.id,
roles: roles,
)
UserInfo.current_user_id = nil
end
test 'create ticket, update owner to user with disabled group' do
ticket = Ticket.create!(
title: "some title1\n äöüß",
group: Group.lookup(name: 'Users'),
customer_id: @customer1.id,
owner_id: @agent1.id,
updated_by_id: 1,
created_by_id: 1,
)
assert(ticket, 'ticket created')
assert_equal(@customer1.id, ticket.customer.id)
assert_equal(@organization1.id, ticket.organization.id)
@agent1.groups = Group.where(name: 'Disabled Group')
@agent1.save!
ticket.owner = @agent1
ticket.save!
ticket.reload
assert_equal('-', ticket.owner.login) # reassigned to default agent
end
test 'create ticket, update owner to user which is inactive' do
ticket = Ticket.create!(
title: "some title1\n äöüß",
group: Group.lookup(name: 'Users'),
customer_id: @customer1.id,
owner_id: @agent1.id,
updated_by_id: 1,
created_by_id: 1,
)
assert(ticket, 'ticket created')
assert_equal(@customer1.id, ticket.customer.id)
assert_equal(@organization1.id, ticket.organization.id)
@agent1.active = false
@agent1.save!
ticket.owner = @agent1
ticket.save!
ticket.reload
assert_equal('-', ticket.owner.login) # reassigned to default agent
end
test 'create ticket, update owner to user which active and is in active group' do
ticket = Ticket.create!(
title: "some title1\n äöüß",
group: Group.lookup(name: 'Users'),
customer_id: @customer1.id,
owner_id: @agent1.id,
updated_by_id: 1,
created_by_id: 1,
)
assert(ticket, 'ticket created')
assert_equal(@customer1.id, ticket.customer.id)
assert_equal(@organization1.id, ticket.organization.id)
ticket.owner = @agent1
ticket.save!
ticket.reload
assert_equal(ticket.owner.login, 'ticket-customer-organization-update-agent1@example.com') # should not be reassigned
end
test 'check if ticket is unassigned on follow up via model if owner in a group is inactive' do
ticket = Ticket.create!(
title: 'follow up check for invalid owner',
group: Group.lookup(name: 'Users'),
customer: @customer1,
owner: @agent1,
state: Ticket::State.lookup(name: 'closed'),
updated_by_id: 1,
created_by_id: 1,
)
article = Ticket::Article.create!(
ticket_id: ticket.id,
from: 'some_sender@example.com',
to: 'some_recipient@example.com',
subject: 'follow up check',
body: 'some message article',
internal: false,
sender: Ticket::Article::Sender.lookup(name: 'Agent'),
type: Ticket::Article::Type.lookup(name: 'email'),
updated_by_id: 1,
created_by_id: 1,
)
@agent1.groups = Group.where(name: 'Disabled Group')
@agent1.save!
email_raw = "From: me@example.com
To: customer@example.com
Subject: #{ticket.subject_build('some new subject')}
Some Text"
ticket_p, article_p, user_p = Channel::EmailParser.new.process({}, email_raw)
assert_equal(ticket.id, ticket_p.id)
assert_equal('open', ticket_p.state.name)
assert_equal('-', ticket_p.owner.login)
end
test 'check if ticket is unassigned on follow up via email if current owner is inactive' do
ticket = Ticket.create!(
title: 'follow up check for invalid owner',
group: Group.lookup(name: 'Users'),
customer: @customer1,
owner: @agent1,
state: Ticket::State.lookup(name: 'closed'),
updated_by_id: 1,
created_by_id: 1,
)
article = Ticket::Article.create!(
ticket_id: ticket.id,
from: 'some_sender@example.com',
to: 'some_recipient@example.com',
subject: 'follow up check',
body: 'some message article',
internal: false,
sender: Ticket::Article::Sender.lookup(name: 'Agent'),
type: Ticket::Article::Type.lookup(name: 'email'),
updated_by_id: 1,
created_by_id: 1,
)
@agent1.active = false
@agent1.save!
email_raw = "From: me@example.com
To: customer@example.com
Subject: #{ticket.subject_build('some new subject')}
Some Text"
ticket_p, article_p, user_p = Channel::EmailParser.new.process({}, email_raw)
assert_equal(ticket.id, ticket_p.id)
assert_equal('open', ticket_p.state.name)
assert_equal('-', ticket_p.owner.login)
end
end