Implemented #1865 - Date of last contact (customer) - make behaviour configurable.

This commit is contained in:
Martin Edenhofer 2018-05-30 10:49:54 +02:00
parent b403432c76
commit 8f708b75ea
4 changed files with 181 additions and 40 deletions

View file

@ -110,6 +110,18 @@ class Observer::Ticket::ArticleChanges < ActiveRecord::Observer
ticket = record.ticket
if sender.name == 'Customer'
# in case, update last_contact_customer_at on any customer follow up
if Setting.get('ticket_last_contact_behaviour') == 'based_on_customer_reaction'
# set last_contact_at customer
record.ticket.last_contact_customer_at = record.created_at
# set last_contact
record.ticket.last_contact_at = record.created_at
return true
end
# if customer is sending agains, ignore update of last contact (usecase of update escalation)
return false if ticket.last_contact_customer_at &&
ticket.last_contact_at &&
@ -125,7 +137,6 @@ class Observer::Ticket::ArticleChanges < ActiveRecord::Observer
# set last_contact
record.ticket.last_contact_at = record.created_at
end
return true
end

View file

@ -0,0 +1,33 @@
class TicketLastContactBehavior < ActiveRecord::Migration[5.1]
def up
# return if it's a new setup
return if !Setting.find_by(name: 'system_init_done')
Setting.create_if_not_exists(
title: 'Ticket Last Contact Behaviour',
name: 'ticket_last_contact_behaviour',
area: 'Ticket::Base',
description: 'Sets the last customer contact based on the last contact of a customer or on the last contact of a customer to whom an agent has not yet responded.',
options: {
form: [
{
display: '',
null: true,
name: 'ticket_last_contact_behaviour',
tag: 'select',
translate: true,
options: {
'based_on_customer_reaction' => 'Last customer contact (without consideration an agent has replied to it)',
'check_if_agent_already_replied' => 'Last customer contact (with consideration an agent has replied to it)',
},
},
],
},
state: 'check_if_agent_already_replied',
preferences: {
permission: ['admin.ticket'],
},
frontend: false
)
end
end

View file

@ -1789,6 +1789,32 @@ Setting.create_if_not_exists(
},
frontend: false
)
Setting.create_if_not_exists(
title: 'Ticket Last Contact Behaviour',
name: 'ticket_last_contact_behaviour',
area: 'Ticket::Base',
description: 'Sets the last customer contact based on the last contact of a customer or on the last contact of a customer to whom an agent has not yet responded.',
options: {
form: [
{
display: '',
null: true,
name: 'ticket_last_contact_behaviour',
tag: 'select',
translate: true,
options: {
'based_on_customer_reaction' => 'Last customer contact (without consideration an agent has replied to it)',
'check_if_agent_already_replied' => 'Last customer contact (with consideration an agent has replied to it)',
},
},
],
},
state: 'check_if_agent_already_replied',
preferences: {
permission: ['admin.ticket'],
},
frontend: false
)
Setting.create_if_not_exists(
title: 'Ticket Number Format',
name: 'ticket_number',

View file

@ -4,11 +4,6 @@ require 'test_helper'
class TicketSlaTest < ActiveSupport::TestCase
test 'ticket sla' do
# cleanup
delete = Ticket.destroy_all
assert(delete, 'ticket destroy_all')
ticket = Ticket.create!(
title: 'some title äöüß',
group: Group.lookup(name: 'Users'),
@ -502,11 +497,6 @@ class TicketSlaTest < ActiveSupport::TestCase
end
test 'ticket sla + selector' do
# cleanup
delete = Ticket.destroy_all
assert(delete, 'ticket destroy_all')
calendar1 = Calendar.create_or_update(
name: 'EU 1',
timezone: 'Europe/Berlin',
@ -611,13 +601,6 @@ class TicketSlaTest < ActiveSupport::TestCase
end
test 'ticket sla + timezone + holiday' do
# cleanup
delete = Sla.destroy_all
assert(delete, 'sla destroy_all')
delete = Ticket.destroy_all
assert(delete, 'ticket destroy_all')
ticket = Ticket.create!(
title: 'some title äöüß',
group: Group.lookup(name: 'Users'),
@ -862,13 +845,6 @@ class TicketSlaTest < ActiveSupport::TestCase
end
test 'ticket escalation suspend close reopen bug' do
# cleanup
delete = Sla.destroy_all
assert(delete, 'sla destroy_all')
delete = Ticket.destroy_all
assert(delete, 'ticket destroy_all')
ticket1 = Ticket.create!(
title: 'some title äöüß3',
group: Group.lookup(name: 'Users'),
@ -1568,7 +1544,6 @@ class TicketSlaTest < ActiveSupport::TestCase
end
test 'ticket ticket.title and article.subject' do
ticket = Ticket.create!(
title: 'some title SLATEST1 for you',
group: Group.lookup(name: 'Users'),
@ -1735,13 +1710,6 @@ class TicketSlaTest < ActiveSupport::TestCase
end
test 'ticket sla + holiday 222' do
# cleanup
delete = Sla.destroy_all
assert(delete, 'sla destroy_all')
delete = Ticket.destroy_all
assert(delete, 'ticket destroy_all')
ticket = Ticket.create!(
title: 'some title 222',
group: Group.lookup(name: 'Users'),
@ -1961,13 +1929,6 @@ class TicketSlaTest < ActiveSupport::TestCase
end
test 'ticket sla + observer check' do
# cleanup
delete = Sla.destroy_all
assert(delete, 'sla destroy_all')
delete = Ticket.destroy_all
assert(delete, 'ticket destroy_all')
ticket = Ticket.create!(
title: 'some title observer#1',
group: Group.lookup(name: 'Users'),
@ -2143,4 +2104,114 @@ class TicketSlaTest < ActiveSupport::TestCase
calendar.destroy!
end
test 'update last_customer_contact_at when the agent does not reply' do
Setting.set('ticket_last_contact_behaviour', 'based_on_customer_reaction')
ticket = Ticket.create!(
title: 'test #1 last_contact_customer_at',
group: Group.lookup(name: 'Users'),
customer_id: 2,
state: Ticket::State.lookup(name: 'new'),
priority: Ticket::Priority.lookup(name: '2 normal'),
created_at: '2018-05-01 13:56:21 UTC',
updated_at: '2018-05-01 13:56:21 UTC',
updated_by_id: 1,
created_by_id: 1,
)
assert(ticket, 'ticket created')
article1 = Ticket::Article.create!(
ticket_id: ticket.id,
from: 'some_sender@example.com',
subject: 'some subject',
message_id: 'some@id',
body: 'some message',
internal: false,
sender: Ticket::Article::Sender.where(name: 'Customer').first,
type: Ticket::Article::Type.where(name: 'phone').first,
updated_by_id: 1,
created_by_id: 1,
created_at: '2018-05-01 13:56:21 UTC',
updated_at: '2018-05-01 13:56:21 UTC',
)
ticket.reload
assert_equal(ticket.article_count, 1)
assert_equal(ticket.last_contact_at.to_s, article1.created_at.to_s)
assert_equal(ticket.last_contact_customer_at.to_s, article1.created_at.to_s)
assert_nil(ticket.last_contact_agent_at)
assert_nil(ticket.first_response_at)
assert_nil(ticket.close_at)
article2 = Ticket::Article.create!(
ticket_id: ticket.id,
from: 'some_sender@example.com',
subject: 'some subject',
message_id: 'some@id',
body: 'some message',
internal: false,
sender: Ticket::Article::Sender.where(name: 'Customer').first,
type: Ticket::Article::Type.where(name: 'phone').first,
updated_by_id: 1,
created_by_id: 1,
created_at: '2018-05-01 14:56:21 UTC',
updated_at: '2018-05-01 14:56:21 UTC',
)
ticket = Ticket.find(ticket.id)
assert_equal(ticket.article_count, 2)
assert_equal(ticket.last_contact_at.to_s, article2.created_at.to_s)
assert_equal(ticket.last_contact_customer_at.to_s, article2.created_at.to_s)
assert_nil(ticket.last_contact_agent_at)
assert_nil(ticket.first_response_at)
assert_nil(ticket.close_at)
article3 = Ticket::Article.create!(
ticket_id: ticket.id,
from: 'some_sender@example.com',
subject: 'some subject',
message_id: 'some@id',
body: 'some message',
internal: false,
sender: Ticket::Article::Sender.where(name: 'Customer').first,
type: Ticket::Article::Type.where(name: 'phone').first,
updated_by_id: 1,
created_by_id: 1,
created_at: '2018-05-01 15:56:21 UTC',
updated_at: '2018-05-01 15:56:21 UTC',
)
ticket.reload
assert_equal(ticket.article_count, 3)
assert_equal(ticket.last_contact_at.to_s, article3.created_at.to_s)
assert_equal(ticket.last_contact_customer_at.to_s, article3.created_at.to_s)
assert_nil(ticket.last_contact_agent_at)
assert_nil(ticket.first_response_at)
assert_nil(ticket.close_at)
article4 = Ticket::Article.create!(
ticket_id: ticket.id,
from: 'some_sender@example.com',
subject: 'some subject',
message_id: 'some@id',
body: 'some message',
internal: false,
sender: Ticket::Article::Sender.where(name: 'Agent').first,
type: Ticket::Article::Type.where(name: 'phone').first,
updated_by_id: 1,
created_by_id: 1,
created_at: '2018-05-01 16:56:21 UTC',
updated_at: '2018-05-01 16:56:21 UTC',
)
ticket.reload
assert_equal(ticket.article_count, 4)
assert_equal(ticket.last_contact_at.to_s, article4.created_at.to_s)
assert_equal(ticket.last_contact_customer_at.to_s, article3.created_at.to_s)
assert_equal(ticket.last_contact_agent_at.to_s, article4.created_at.to_s)
assert_equal(ticket.first_response_at.to_s, article4.created_at.to_s)
assert_nil(ticket.close_at)
end
end