diff --git a/app/models/observer/ticket/notification/background_job.rb b/app/models/observer/ticket/notification/background_job.rb
index 0180a98c1..ba095b58e 100644
--- a/app/models/observer/ticket/notification/background_job.rb
+++ b/app/models/observer/ticket/notification/background_job.rb
@@ -120,11 +120,33 @@ class Observer::Ticket::Notification::BackgroundJob
changes = human_changes(user, ticket)
next if @p[:type] == 'update' && !article && ( !changes || changes.empty? )
+ # check if today already notified within last 24 hours
+ if @p[:type] == 'reminder_reached' || @p[:type] == 'escalation'
+ identifier = user.email
+ if !identifier || identifier == ''
+ identifier = user.login
+ end
+ already_notified = false
+ History.list('Ticket', ticket.id).each {|history|
+ next if history['type'] != 'notification'
+ next if history['value_to'] !~ /\(#{Regexp.escape(@p[:type])}:/
+ next if history['value_to'] !~ /#{Regexp.escape(identifier)}\(/
+ next if history['created_at'] < Time.zone.now - 24.hours
+ already_notified = true
+ }
+ next if already_notified
+ end
+
# create online notification
used_channels = []
if channels['online']
used_channels.push 'online'
seen = ticket.online_notification_seen_state(user.id)
+
+ # delete old notifications
+ if @p[:type] == 'reminder_reached' || @p[:type] == 'escalation'
+ OnlineNotification.remove_by_type('Ticket', ticket.id, @p[:type])
+ end
OnlineNotification.add(
type: @p[:type],
object: 'Ticket',
@@ -138,12 +160,12 @@ class Observer::Ticket::Notification::BackgroundJob
# ignore email channel notificaiton and empty emails
if !channels['email'] || !user.email || user.email == ''
- add_recipient_list(ticket, user, used_channels)
+ add_recipient_list(ticket, user, used_channels, @p[:type])
next
end
used_channels.push 'email'
- add_recipient_list(ticket, user, used_channels)
+ add_recipient_list(ticket, user, used_channels, @p[:type])
# get user based notification template
# if create, send create message / block update messages
@@ -152,6 +174,10 @@ class Observer::Ticket::Notification::BackgroundJob
template = 'ticket_create'
elsif @p[:type] == 'update'
template = 'ticket_update'
+ elsif @p[:type] == 'reminder_reached'
+ template = 'ticket_reminder_reached'
+ elsif @p[:type] == 'escalation'
+ template = 'ticket_escalation'
else
fail "unknown type for notification #{@p[:type]}"
end
@@ -173,13 +199,13 @@ class Observer::Ticket::Notification::BackgroundJob
end
- def add_recipient_list(ticket, user, channels)
+ def add_recipient_list(ticket, user, channels, type)
return if channels.empty?
identifier = user.email
if !identifier || identifier == ''
identifier = user.login
end
- recipient_list = "#{identifier}(#{channels.join(',')})"
+ recipient_list = "#{identifier}(#{type}:#{channels.join(',')})"
History.add(
o_id: ticket.id,
history_type: 'notification',
diff --git a/app/models/online_notification.rb b/app/models/online_notification.rb
index 5ec968579..be83064bd 100644
--- a/app/models/online_notification.rb
+++ b/app/models/online_notification.rb
@@ -28,10 +28,10 @@ add a new online notification for this user
# lookups
if data[:type]
- type_id = TypeLookup.by_name( data[:type] )
+ type_id = TypeLookup.by_name(data[:type])
end
if data[:object]
- object_id = ObjectLookup.by_name( data[:object] )
+ object_id = ObjectLookup.by_name(data[:object])
end
record = {
@@ -66,12 +66,12 @@ mark online notification as seen
remove whole online notifications of an object
- OnlineNotification.remove( 'Ticket', 123 )
+ OnlineNotification.remove('Ticket', 123)
=end
- def self.remove( object_name, o_id )
- object_id = ObjectLookup.by_name( object_name )
+ def self.remove(object_name, o_id)
+ object_id = ObjectLookup.by_name(object_name)
OnlineNotification.where(
object_lookup_id: object_id,
o_id: o_id,
@@ -80,22 +80,40 @@ remove whole online notifications of an object
=begin
+remove whole online notifications of an object by type
+
+ OnlineNotification.remove_by_type('Ticket', 123, type)
+
+=end
+
+ def self.remove_by_type(object_name, o_id, type)
+ object_id = ObjectLookup.by_name(object_name)
+ type_id = TypeLookup.by_name(type)
+ OnlineNotification.where(
+ object_lookup_id: object_id,
+ type_lookup_id: type_id,
+ o_id: o_id,
+ ).destroy_all
+ end
+
+=begin
+
return all online notifications of an user
- notifications = OnlineNotification.list( user, limit )
+ notifications = OnlineNotification.list(user, limit)
=end
def self.list(user, limit)
notifications = OnlineNotification.where(user_id: user.id)
- .order( 'created_at DESC, id DESC' )
- .limit( limit )
+ .order('created_at DESC, id DESC')
+ .limit(limit)
list = []
notifications.each do |item|
data = item.attributes
- data['object'] = ObjectLookup.by_id( data['object_lookup_id'] )
- data['type'] = TypeLookup.by_id( data['type_lookup_id'] )
+ data['object'] = ObjectLookup.by_id(data['object_lookup_id'])
+ data['type'] = TypeLookup.by_id(data['type_lookup_id'])
data.delete('object_lookup_id')
data.delete('type_lookup_id')
list.push data
@@ -107,18 +125,18 @@ return all online notifications of an user
return all online notifications of an object
- notifications = OnlineNotification.list_by_object( 'Ticket', 123 )
+ notifications = OnlineNotification.list_by_object('Ticket', 123)
=end
- def self.list_by_object( object_name, o_id)
- object_id = ObjectLookup.by_name( object_name )
+ def self.list_by_object(object_name, o_id)
+ object_id = ObjectLookup.by_name(object_name)
notifications = OnlineNotification.where(
object_lookup_id: object_id,
o_id: o_id,
)
- .order( 'created_at DESC, id DESC' )
- .limit( 10_000 )
+ .order('created_at DESC, id DESC')
+ .limit(10_000)
notifications
end
@@ -126,12 +144,12 @@ return all online notifications of an object
mark online notification as seen by object
- OnlineNotification.seen_by_object( 'Ticket', 123, user_id )
+ OnlineNotification.seen_by_object('Ticket', 123, user_id)
=end
def self.seen_by_object(object_name, o_id)
- object_id = ObjectLookup.by_name( object_name )
+ object_id = ObjectLookup.by_name(object_name)
notifications = OnlineNotification.where(
object_lookup_id: object_id,
o_id: o_id,
@@ -148,7 +166,7 @@ mark online notification as seen by object
return all online notifications of an user with assets
- OnlineNotification.list_full( user )
+ OnlineNotification.list_full(user)
returns:
diff --git a/app/models/ticket.rb b/app/models/ticket.rb
index ce564cb20..6c7ebb49b 100644
--- a/app/models/ticket.rb
+++ b/app/models/ticket.rb
@@ -135,39 +135,61 @@ returns
=end
def self.process_pending
-
- ticket_states = Ticket::State.where(
- state_type_id: Ticket::StateType.find_by( name: 'pending action' ),
- )
- .where.not(next_state_id: nil)
-
- return [] if !ticket_states
-
- next_state_map = {}
- ticket_states.each { |state|
- next_state_map[state.id] = state.next_state_id
- }
-
- tickets = where(
- state_id: next_state_map.keys,
- )
- .where( 'pending_time <= ?', Time.zone.now )
-
- return [] if !tickets
-
result = []
- tickets.each { |ticket|
- ticket.state_id = next_state_map[ticket.state_id]
- ticket.updated_at = Time.zone.now
- ticket.updated_by_id = 1
- ticket.save!
- result.push ticket
- }
+ # process pending action tickets
+ pending_action = Ticket::StateType.find_by(name: 'pending action')
+ ticket_states_pending_action = Ticket::State.where(state_type_id: pending_action)
+ .where.not(next_state_id: nil)
+ if !ticket_states_pending_action.empty?
+ next_state_map = {}
+ ticket_states_pending_action.each { |state|
+ next_state_map[state.id] = state.next_state_id
+ }
- # we do not have an destructor at this point, so we need to
- # execute ticket events manually
- Observer::Ticket::Notification.transaction
+ tickets = where(state_id: next_state_map.keys)
+ .where('pending_time <= ?', Time.zone.now)
+
+ tickets.each { |ticket|
+ ticket.state_id = next_state_map[ticket.state_id]
+ ticket.updated_at = Time.zone.now
+ ticket.updated_by_id = 1
+ ticket.save!
+
+ # we do not have an destructor at this point, so we need to
+ # execute ticket events manually
+ Observer::Ticket::Notification.transaction
+
+ result.push ticket
+ }
+ end
+
+ # process pending reminder tickets
+ pending_reminder = Ticket::StateType.find_by(name: 'pending reminder')
+ ticket_states_pending_reminder = Ticket::State.where(state_type_id: pending_reminder)
+
+ if !ticket_states_pending_reminder.empty?
+ reminder_state_map = {}
+ ticket_states_pending_reminder.each { |state|
+ reminder_state_map[state.id] = state.next_state_id
+ }
+
+ tickets = where(state_id: reminder_state_map.keys)
+ .where('pending_time <= ?', Time.zone.now)
+
+ tickets.each { |ticket|
+
+ # send notification
+ bg = Observer::Ticket::Notification::BackgroundJob.new(
+ ticket_id: ticket.id,
+ article_id: ticket.articles.last.id,
+ type: 'reminder_reached',
+ )
+ bg.perform
+
+ result.push ticket
+ }
+ end
result
end
diff --git a/app/models/user.rb b/app/models/user.rb
index 540ac04d2..01478df8d 100644
--- a/app/models/user.rb
+++ b/app/models/user.rb
@@ -78,7 +78,7 @@ class User < ApplicationModel
fullname of user
user = User.find(123)
- result = user.fulename
+ result = user.fullname
returns
@@ -87,20 +87,48 @@ returns
=end
def fullname
- fullname = ''
+ name = ''
if firstname && !firstname.empty?
- fullname = fullname + firstname
+ name = name + firstname
end
if lastname && !lastname.empty?
- if fullname != ''
- fullname = fullname + ' '
+ if name != ''
+ name += ' '
end
- fullname = fullname + lastname
+ name += lastname
end
- if fullname == '' && email
- fullname = email
+ if name == '' && email
+ name = email
end
- fullname
+ name
+ end
+
+=begin
+
+longname of user
+
+ user = User.find(123)
+ result = user.longname
+
+returns
+
+ result = "Bob Smith"
+
+ or with org
+
+ result = "Bob Smith (Org ABC)"
+
+=end
+
+ def longname
+ name = fullname
+ if organization_id
+ organization = Organization.lookup(id: organization_id)
+ if organization
+ name += " (#{organization.name})"
+ end
+ end
+ name
end
=begin
diff --git a/app/views/mailer/ticket_create/de.html.erb b/app/views/mailer/ticket_create/de.html.erb
index a257d2aac..d79f442b5 100644
--- a/app/views/mailer/ticket_create/de.html.erb
+++ b/app/views/mailer/ticket_create/de.html.erb
@@ -2,7 +2,7 @@ Neues Ticket (<%= d 'ticket.title' %>)
Hallo <%= d 'recipient.firstname' %>,
-es wurde ein neues Ticket (<%= d 'ticket.title' %>) von "<%= d 'ticket.updated_by.fullname' %>" erstellt.
+es wurde ein neues Ticket (<%= d 'ticket.title' %>) von "<%= d 'ticket.updated_by.longname' %>" erstellt.
<%= t 'Group' %>: <%= d 'ticket.group.name' %>
diff --git a/app/views/mailer/ticket_create/en.html.erb b/app/views/mailer/ticket_create/en.html.erb
index d1569f20c..76f663000 100644
--- a/app/views/mailer/ticket_create/en.html.erb
+++ b/app/views/mailer/ticket_create/en.html.erb
@@ -2,7 +2,7 @@ New Ticket (<%= d 'ticket.title' %>)
Hi <%= d 'recipient.firstname' %>,
-a new Ticket (<%= d 'ticket.title' %>) has been created by "<%= d 'ticket.updated_by.fullname' %>".
+a new Ticket (<%= d 'ticket.title' %>) has been created by "<%= d 'ticket.updated_by.longname' %>".
<%= t 'Group' %>: <%= d 'ticket.group.name' %>
diff --git a/app/views/mailer/ticket_reminder_reached/de.html.erb b/app/views/mailer/ticket_reminder_reached/de.html.erb
new file mode 100644
index 000000000..5e0c98911
--- /dev/null
+++ b/app/views/mailer/ticket_reminder_reached/de.html.erb
@@ -0,0 +1,18 @@
+Warten auf Erinnerung erreicht! (<%= d 'ticket.title' %>)
+
+
Hallo <%= d 'recipient.firstname' %>,
+
+dieses Ticket benötigt Deine Aufmerksamkeit, warten auf Erinnerung für (<%= d 'ticket.title' %>) mit dem Kunden "<%= d 'ticket.customer.longname' %>" ist erreicht.
+
+<% if @objects[:article] %>
+
+ <%= t 'Information' %>:
+
+ <%= a 'article' %>
+
+
+<% end %>
+
+
+ <%= t 'View this in Zammad' %>
+
diff --git a/app/views/mailer/ticket_reminder_reached/en.html.erb b/app/views/mailer/ticket_reminder_reached/en.html.erb
new file mode 100644
index 000000000..3b0576a6d
--- /dev/null
+++ b/app/views/mailer/ticket_reminder_reached/en.html.erb
@@ -0,0 +1,18 @@
+Reminder reached (<%= d 'ticket.title' %>)
+
+Hi <%= d 'recipient.firstname' %>,
+
+ticket needs attachen, reminder reached for Ticket (<%= d 'ticket.title' %>) with customer "<%= d 'ticket.customer.longname' %>".
+
+<% if @objects[:article] %>
+
+ <%= t 'Information' %>:
+
+ <%= a 'article' %>
+
+
+<% end %>
+
+
+ <%= t 'View this in Zammad' %>
+
diff --git a/app/views/mailer/ticket_update/de.html.erb b/app/views/mailer/ticket_update/de.html.erb
index e1ded5b70..8f47080e3 100644
--- a/app/views/mailer/ticket_update/de.html.erb
+++ b/app/views/mailer/ticket_update/de.html.erb
@@ -3,7 +3,7 @@ Ticket aktualisiert (<%= d 'ticket.title' %>)
Hi <%= d 'recipient.firstname' %>,
-Ticket (<%= d 'ticket.title' %>) wurde von "<%= d 'ticket.updated_by.fullname' %>" aktualisiert.
+Ticket (<%= d 'ticket.title' %>) wurde von "<%= d 'ticket.updated_by.longname' %>" aktualisiert.
<% if @objects[:changes] && !@objects[:changes].empty? %>
diff --git a/app/views/mailer/ticket_update/en.html.erb b/app/views/mailer/ticket_update/en.html.erb
index e62b58381..000701a03 100644
--- a/app/views/mailer/ticket_update/en.html.erb
+++ b/app/views/mailer/ticket_update/en.html.erb
@@ -3,7 +3,7 @@ Updated Ticket (<%= d 'ticket.title' %>)
Hi <%= d 'recipient.firstname' %>,
-Ticket (<%= d 'ticket.title' %>) has been updated by "<%= d 'ticket.updated_by.fullname' %>".
+Ticket (<%= d 'ticket.title' %>) has been updated by "<%= d 'ticket.updated_by.longname' %>".
<% if @objects[:changes] && !@objects[:changes].empty? %>