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Check first response time on phone tickets.

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This commit is contained in:
Martin Edenhofer 2013-04-02 15:03:01 +02:00
parent 03630cb903
commit 9169d70e11
2 changed files with 46 additions and 3 deletions
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8
app/models/observer/ticket/first_response.rb
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@ -11,10 +11,14 @@ class Observer::Ticket::FirstResponse < ActiveRecord::Observer
return true if record.internal
# if sender is not agent
return true if Ticket::Article::Sender.lookup( :id => record.ticket_article_sender_id ).name != 'Agent'
sender = Ticket::Article::Sender.lookup( :id => record.ticket_article_sender_id )
type = Ticket::Article::Type.lookup( :id => record.ticket_article_type_id )
if sender.name != 'Agent' && type.name !~ /^phone/
return true
end
# if article is a message to customer
return true if !Ticket::Article::Type.lookup( :id => record.ticket_article_type_id ).communication
return true if !type.communication
# check if first_response is already set
return true if record.ticket.first_response

41
test/unit/ticket_test.rb
View file

@ -382,11 +382,50 @@ class TicketTest < ActiveSupport::TestCase
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 = 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,
:created_at => '2013-03-28 23:49:00 UTC',
:updated_at => '2013-03-28 23:49:00 UTC',
)
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',
: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 => 'phone').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.to_s, article_inbound.created_at.to_s, 'ticket.last_contact verify - inbound' )
assert_equal( ticket.last_contact_customer.to_s, article_inbound.created_at.to_s, 'ticket.last_contact_customer verify - inbound' )
assert_equal( ticket.last_contact_agent, nil, 'ticket.last_contact_agent verify - inbound' )
assert_equal( ticket.first_response.to_s, article_inbound.created_at.to_s, 'ticket.first_response verify - inbound' )
assert_equal( ticket.close_time, nil, 'ticket.close_time verify - inbound' )
delete = sla.destroy
assert( delete, "sla destroy" )