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Fixed issue #1375 - Improved handling assignment_timeout.

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This commit is contained in:
Martin Edenhofer 2017-11-01 15:23:44 +01:00
parent dcc44feb81
commit 725f21337d
3 changed files with 128 additions and 21 deletions
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33
app/models/observer/ticket/last_owner_update.rb
View file

@ -4,31 +4,48 @@ class Observer::Ticket::LastOwnerUpdate < ActiveRecord::Observer
observe 'ticket'
def before_create(record)
_check('create', record)
_check(record)
end
def before_update(record)
_check('update', record)
_check(record)
end
private
def _check(type, record)
def _check(record)
# return if we run import mode
return true if Setting.get('import_mode')
# check if owner has changed
if type == 'update'
return true if record.changes_to_save['owner_id'].blank?
end
# check if owner, state or group has changed
return true if record.changes_to_save['owner_id'].blank? && record.changes_to_save['state_id'].blank? && record.changes_to_save['group_id'].blank? && record.changes_to_save['last_contact_agent_at'].blank?
# check if owner is nobody
if record.owner_id.blank? || record.owner_id == 1
if record.changes_to_save['owner_id'].present? && record.changes_to_save['owner_id'][1] == 1
record.last_owner_update_at = nil
return true
end
# check if group is change
if record.changes_to_save['group_id'].present?
group = Group.lookup(id: record.changes_to_save['group_id'][1])
return true if !group
if group.assignment_timeout.blank? || group.assignment_timeout.zero?
record.last_owner_update_at = nil
return true
end
end
# check if state is not new/open
if record.changes_to_save['state_id'].present?
state_ids = Ticket::State.by_category(:work_on).pluck(:id)
if !state_ids.include?(record.changes_to_save['state_id'][1])
record.last_owner_update_at = nil
return true
end
end
record.last_owner_update_at = Time.zone.now
end
end

2
app/models/ticket.rb
View file

@ -249,7 +249,7 @@ returns
return [] if groups.blank?
groups.each do |group|
next if group.assignment_timeout.blank?
ticket_ids = Ticket.where('state_id IN (?) AND owner_id != 1 AND group_id = ?', state_ids, group.id).limit(600).pluck(:id)
ticket_ids = Ticket.where('state_id IN (?) AND owner_id != 1 AND group_id = ? AND last_owner_update_at IS NOT NULL', state_ids, group.id).limit(600).pluck(:id)
ticket_ids.each do |ticket_id|
ticket = Ticket.find_by(id: ticket_id)
next if !ticket

114
test/unit/ticket_last_owner_update_test.rb
View file

@ -6,6 +6,7 @@ class TicketLastOwnerUpdateTest < ActiveSupport::TestCase
setup do
group = Group.create_or_update(
name: 'LastOwnerUpdate',
email_address: EmailAddress.first,
assignment_timeout: 60,
updated_by_id: 1,
created_by_id: 1,
@ -25,6 +26,95 @@ class TicketLastOwnerUpdateTest < ActiveSupport::TestCase
)
end
test 'last_owner_update_at check by state' do
ticket = Ticket.create!(
title: 'assignment_timeout test by state 1',
group: Group.lookup(name: 'LastOwnerUpdate'),
owner: @agent1,
customer_id: 2,
state: Ticket::State.lookup(name: 'new'),
updated_by_id: 1,
created_by_id: 1,
)
assert_equal(ticket.last_owner_update_at.to_s, ticket.updated_at.to_s)
ticket.state = Ticket::State.lookup(name: 'closed')
ticket.save!
assert_nil(ticket.last_owner_update_at)
ticket = Ticket.create!(
title: 'assignment_timeout test by state 1',
group: Group.lookup(name: 'LastOwnerUpdate'),
owner: @agent1,
customer_id: 2,
state: Ticket::State.lookup(name: 'pending reminder'),
updated_by_id: 1,
created_by_id: 1,
)
assert_nil(ticket.last_owner_update_at)
ticket.state = Ticket::State.lookup(name: 'open')
ticket.save!
assert_equal(ticket.last_owner_update_at.to_s, ticket.updated_at.to_s)
end
test 'last_owner_update_at check with agent reply' do
ticket = Ticket.create!(
title: 'assignment_timeout test by state 1',
group: Group.lookup(name: 'LastOwnerUpdate'),
owner: @agent1,
customer_id: 2,
state: Ticket::State.lookup(name: 'open'),
updated_by_id: 1,
created_by_id: 1,
)
assert_equal(ticket.last_owner_update_at.to_s, ticket.updated_at.to_s)
travel 1.hour
article1 = 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 reply by customer email',
internal: false,
sender: Ticket::Article::Sender.find_by(name: 'Customer'),
type: Ticket::Article::Type.find_by(name: 'email'),
updated_by_id: 2,
created_by_id: 2,
)
ticket_last_owner_update_at = ticket.last_owner_update_at
ticket.reload
assert_equal(ticket_last_owner_update_at.to_s, ticket.last_owner_update_at.to_s)
travel 1.hour
article2 = 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 reply by agent email',
internal: false,
sender: Ticket::Article::Sender.find_by(name: 'Agent'),
type: Ticket::Article::Type.find_by(name: 'email'),
updated_by_id: @agent1.id,
created_by_id: @agent1.id,
)
ticket_last_owner_update_at = Time.zone.now
ticket.reload
assert_equal(ticket_last_owner_update_at.to_s, ticket.last_owner_update_at.to_s)
end
test 'last_owner_update_at check' do
ticket = Ticket.create!(
@ -77,7 +167,7 @@ class TicketLastOwnerUpdateTest < ActiveSupport::TestCase
group: Group.lookup(name: 'LastOwnerUpdate'),
owner: @agent1,
customer_id: 2,
state: Ticket::State.lookup(name: 'closed'),
state: Ticket::State.lookup(name: 'open'),
updated_by_id: 1,
created_by_id: 1,
)
@ -119,7 +209,7 @@ class TicketLastOwnerUpdateTest < ActiveSupport::TestCase
ticket = Ticket.create!(
title: 'assignment_timeout test 2',
group: Group.lookup(name: 'Users'),
group: Group.lookup(name: 'LastOwnerUpdate'),
owner: @agent1,
customer_id: 2,
state: Ticket::State.lookup(name: 'new'),
@ -141,7 +231,7 @@ class TicketLastOwnerUpdateTest < ActiveSupport::TestCase
updated_by_id: 1,
created_by_id: 1,
)
assert_equal(ticket.last_owner_update_at.to_s, ticket.updated_at.to_s)
assert_nil(ticket.last_owner_update_at)
ticket.owner_id = 1
ticket.save!
@ -177,7 +267,7 @@ class TicketLastOwnerUpdateTest < ActiveSupport::TestCase
group: Group.lookup(name: 'LastOwnerUpdate'),
owner: @agent1,
customer_id: 2,
state: Ticket::State.lookup(name: 'closed'),
state: Ticket::State.lookup(name: 'open'),
updated_by_id: 1,
created_by_id: 1,
)
@ -195,7 +285,7 @@ class TicketLastOwnerUpdateTest < ActiveSupport::TestCase
ticket5 = Ticket.create!(
title: 'assignment_timeout test 5',
group: Group.lookup(name: 'Users'),
group: Group.lookup(name: 'LastOwnerUpdate'),
owner: @agent1,
customer_id: 2,
state: Ticket::State.lookup(name: 'new'),
@ -229,7 +319,7 @@ class TicketLastOwnerUpdateTest < ActiveSupport::TestCase
travel 15.minutes
Ticket.process_auto_unassign
ticket2_updated_at = Time.current
ticket_updated_at = Time.current
ticket1after = Ticket.find(ticket1.id)
assert_nil(ticket1.last_owner_update_at)
@ -238,20 +328,20 @@ class TicketLastOwnerUpdateTest < ActiveSupport::TestCase
ticket2after = Ticket.find(ticket2.id)
assert_nil(ticket2after.last_owner_update_at)
assert_equal(ticket2after.owner_id, 1)
assert_equal(ticket2_updated_at.to_s, ticket2after.updated_at.to_s)
assert_equal(ticket_updated_at.to_s, ticket2after.updated_at.to_s)
ticket3after = Ticket.find(ticket3.id)
assert_equal(ticket3after.owner_id, @agent1.id)
assert_equal(ticket3.last_owner_update_at.to_s, ticket3after.last_owner_update_at.to_s)
assert_equal(ticket3.updated_at.to_s, ticket3after.updated_at.to_s)
assert_nil(ticket3after.last_owner_update_at)
assert_equal(ticket3after.owner_id, 1)
assert_equal(ticket_updated_at.to_s, ticket3after.updated_at.to_s)
ticket4after = Ticket.find(ticket4.id)
assert_nil(ticket4.last_owner_update_at)
assert_equal(ticket4.updated_at.to_s, ticket4after.updated_at.to_s)
ticket5after = Ticket.find(ticket5.id)
assert_equal(ticket5after.owner_id, @agent1.id)
assert_equal(ticket5.updated_at.to_s, ticket5after.updated_at.to_s)
assert_equal(ticket5after.owner_id, 1)
assert_equal(ticket_updated_at.to_s, ticket5after.updated_at.to_s)
end