Added escalation notification.

app/assets/javascripts/app/controllers/widget/online_notification.coffee

@@ -154,6 +154,7 @@ class App.OnlineNotificationWidget extends App.Controller
             title = item.objectNative.activityMessage(item)
           else
             title = "Need objectNative in item #{item.object}.find(#{item.o_id})"
+          title = title.replace(/<.+?>/g, '"')
           @notifyDesktop(
             url: item.link
             title: title

app/models/observer/ticket/notification/background_job.rb

@@ -130,7 +130,7 @@ class Observer::Ticket::Notification::BackgroundJob
       next if @p[:type] == 'update' && !article && ( !changes || changes.empty? )
 
       # check if today already notified
-      if @p[:type] == 'reminder_reached' || @p[:type] == 'escalation'
+      if @p[:type] == 'reminder_reached' || @p[:type] == 'escalation' || @p[:type] == 'escalation_warning'
         identifier = user.email
         if !identifier || identifier == ''
           identifier = user.login
@@ -154,11 +154,17 @@ class Observer::Ticket::Notification::BackgroundJob
         created_by_id = ticket.updated_by_id || 1
 
         # delete old notifications
-        if @p[:type] == 'reminder_reached' || @p[:type] == 'escalation'
+        if @p[:type] == 'reminder_reached'
           seen = false
           created_by_id = 1
           OnlineNotification.remove_by_type('Ticket', ticket.id, @p[:type], user)
 
+        elsif @p[:type] == 'escalation' || @p[:type] == 'escalation_warning'
+          seen = false
+          created_by_id = 1
+          OnlineNotification.remove_by_type('Ticket', ticket.id, 'escalation', user)
+          OnlineNotification.remove_by_type('Ticket', ticket.id, 'escalation_warning', user)
+
         # on updates without state changes create unseen messages
         elsif @p[:type] != 'create' && (!@p[:changes] || @p[:changes].empty? || !@p[:changes]['state_id'])
           seen = false
@@ -197,6 +203,8 @@ class Observer::Ticket::Notification::BackgroundJob
         template = 'ticket_reminder_reached'
       elsif @p[:type] == 'escalation'
         template = 'ticket_escalation'
+      elsif @p[:type] == 'escalation_warning'
+        template = 'ticket_escalation_warning'
       else
         fail "unknown type for notification #{@p[:type]}"
       end

app/models/ticket.rb

@@ -126,7 +126,7 @@ returns
 
 processes tickets which have reached their pending time and sets next state_id
 
-  processed_tickets = Ticket.process_pending()
+  processed_tickets = Ticket.process_pending
 
 returns
 
@@ -196,6 +196,54 @@ returns
 
 =begin
 
+processes escalated tickets
+
+  processed_tickets = Ticket.process_escalation
+
+returns
+
+  processed_tickets = [<Ticket>, ...]
+
+=end
+
+  def self.process_escalation
+    result = []
+
+    # get max warning diff
+
+    tickets = where('escalation_time <= ?', Time.zone.now + 15.minutes)
+
+    tickets.each {|ticket|
+
+      # get sla
+      sla = ticket.escalation_calculation_get_sla
+
+      # send escalation
+      if ticket.escalation_time < Time.zone.now
+        bg = Observer::Ticket::Notification::BackgroundJob.new(
+          ticket_id: ticket.id,
+          article_id: ticket.articles.last.id,
+          type: 'escalation',
+        )
+        bg.perform
+        result.push ticket
+        next
+      end
+
+      # check if warning need to be sent
+      bg = Observer::Ticket::Notification::BackgroundJob.new(
+        ticket_id: ticket.id,
+        article_id: ticket.articles.last.id,
+        type: 'escalation_warning',
+      )
+      bg.perform
+      result.push ticket
+    }
+    result
+  end
+
+=begin
+
 merge tickets
 
   ticket = Ticket.find(123)

app/views/mailer/ticket_escalation/de.html.erb

@@ -0,0 +1,18 @@
+Ticket ist eskaliert (<%= d 'ticket.title' %>)
+
+<p>Hallo <%= d 'recipient.firstname' %>,</p>
+<br>
+<p>Ticket (<%= d 'ticket.title' %>) von "<b><%= d 'ticket.customer.longname' %></b>" ist seit "<%= d 'ticket.escalation_time' %>" eskaliert!</p>
+<br>
+<% if @objects[:article] %>
+  <p>
+  <%= t 'Information' %>:
+  <blockquote type="cite">
+  <%= a 'article' %>
+  </blockquote>
+  </p>
+<% end %>
+<br>
+<p>
+  <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>" target="zammad_app"><%= t 'View this in Zammad' %></a>
+</p>

app/views/mailer/ticket_escalation/en.html.erb

@@ -0,0 +1,18 @@
+Ticket is escalated (<%= d 'ticket.title' %>)
+
+<p>Hi <%= d 'recipient.firstname' %>,</p>
+<br>
+<p>Ticket (<%= d 'ticket.title' %>) from "<b><%= d 'ticket.customer.longname' %></b>" is escalated since "<%= d 'ticket.escalation_time' %>"!</p>
+<br>
+<% if @objects[:article] %>
+  <p>
+  <%= t 'Information' %>:
+  <blockquote type="cite">
+  <%= a 'article' %>
+  </blockquote>
+  </p>
+<% end %>
+<br>
+<p>
+  <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>" target="zammad_app"><%= t 'View this in Zammad' %></a>
+</p>

app/views/mailer/ticket_escalation_warning/de.html.erb

@@ -0,0 +1,18 @@
+Ticket wird eskalieren (<%= d 'ticket.title' %>)
+
+<p>Hallo <%= d 'recipient.firstname' %>,</p>
+<br>
+<p>Ticket (<%= d 'ticket.title' %>) von "<b><%= d 'ticket.customer.longname' %></b>" wird um "<%= d 'ticket.escalation_time' %>" eskalieren!</p>
+<br>
+<% if @objects[:article] %>
+  <p>
+  <%= t 'Information' %>:
+  <blockquote type="cite">
+  <%= a 'article' %>
+  </blockquote>
+  </p>
+<% end %>
+<br>
+<p>
+  <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>" target="zammad_app"><%= t 'View this in Zammad' %></a>
+</p>

app/views/mailer/ticket_escalation_warning/en.html.erb

@@ -0,0 +1,18 @@
+Ticket will escalated (<%= d 'ticket.title' %>)
+
+<p>Hi <%= d 'recipient.firstname' %>,</p>
+<br>
+<p>Ticket (<%= d 'ticket.title' %>) from "<b><%= d 'ticket.customer.longname' %></b>" will escalated at "<%= d 'ticket.escalation_time' %>"!</p>
+<br>
+<% if @objects[:article] %>
+  <p>
+  <%= t 'Information' %>:
+  <blockquote type="cite">
+  <%= a 'article' %>
+  </blockquote>
+  </p>
+<% end %>
+<br>
+<p>
+  <a href="<%= c 'http_type' %>://<%= c 'fqdn' %>/#ticket/zoom/<%= d 'ticket.id' %>" target="zammad_app"><%= t 'View this in Zammad' %></a>
+</p>

db/migrate/20160109000001_update_channel2.rb

@@ -1,15 +0,0 @@
-class UpdateChannel2 < ActiveRecord::Migration
-  def up
-
-    Scheduler.create_or_update(
-      name: 'Check streams for Channel ',
-      method: 'Channel.stream',
-      period: 60,
-      prio: 1,
-      active: true,
-      updated_by_id: 1,
-      created_by_id: 1,
-    )
-
-  end
-end

db/migrate/20160223000001_add_process_escalation_tickets.rb

@@ -0,0 +1,13 @@
+class AddProcessEscalationTickets < ActiveRecord::Migration
+  def up
+    Scheduler.create_if_not_exists(
+      name: 'Process escalation tickets',
+      method: 'Ticket.process_escalation',
+      period: 60 * 5,
+      prio: 1,
+      active: true,
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+  end
+end

db/seeds.rb

@@ -3301,6 +3301,13 @@ Scheduler.create_if_not_exists(
   prio: 1,
   active: true,
 )
+Scheduler.create_if_not_exists(
+  name: 'Process escalation tickets',
+  method: 'Ticket.process_escalation',
+  period: 60 * 5,
+  prio: 1,
+  active: true,
+)
 Scheduler.create_if_not_exists(
   name: 'Import OTRS diff load',
   method: 'Import::OTRS.diff_worker',