Improved escalation calculation.
This commit is contained in:
Martin Edenhofer
parent
1b253f402e
commit
b30ef07940
2 changed files with 138 additions and 27 deletions
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@ -580,10 +580,6 @@ class Ticket < ApplicationModel
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self.escalation_time = self._escalation_calculation_higher_time( self.escalation_time, self.first_response_escal_date, self.first_response )
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end
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if self.first_response# && !self.first_response_in_min
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# created_at = Time.parse(self.created_at.to_s)
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# first_response_at = Time.parse(self.first_response.to_s)
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# diff = created_at.business_time_until(first_response_at) / 60
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# self.first_response_in_min = diff.round
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self.first_response_in_min = self._escalation_calculation_business_time_diff( self.created_at, self.first_response )
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end
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@ -592,24 +588,27 @@ class Ticket < ApplicationModel
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self.first_response_diff_in_min = sla_selected.first_response_time - self.first_response_in_min
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end
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# update time
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last_update = self.last_contact_agent
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if !last_update
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last_update = self.created_at
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end
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if sla_selected.update_time
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last_update = self.last_contact_agent
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if !last_update
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last_update = self.created_at
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end
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self.update_time_escal_date = self._escalation_calculation_dest_time( last_update, sla_selected.update_time )
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# set ticket escalation
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self.escalation_time = self._escalation_calculation_higher_time( self.escalation_time, self.update_time_escal_date, false )
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end
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if self.last_contact_agent
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self.update_time_in_min = self._escalation_calculation_business_time_diff( self.created_at, self.last_contact_agent )
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end
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# set sla time
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if sla_selected.update_time && self.update_time_in_min
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self.update_time_diff_in_min = sla_selected.update_time - self.update_time_in_min
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end
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# if self.last_contact_agent && !self.update_time_in_min
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# created_at = Time.parse(self.created_at.to_s)
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# last_contact_agent = Time.parse(self.last_contact_agent.to_s)
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# diff = created_at.business_time_until(closed_at) / 60
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# self.close_time_in_min = diff.round
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# end
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# close time
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if sla_selected.close_time
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@ -619,12 +618,7 @@ class Ticket < ApplicationModel
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self.escalation_time = self._escalation_calculation_higher_time( self.escalation_time, self.close_time_escal_date, self.close_time )
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end
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if self.close_time# && !self.close_time_in_min
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# created_at = Time.parse(self.created_at.to_s)
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# closed_at = Time.parse(self.close_time.to_s)
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# diff = created_at.business_time_until(closed_at) / 60
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# self.close_time_in_min = diff.round
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self.close_time_in_min = self._escalation_calculation_business_time_diff( self.created_at, self.close_time )
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end
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# set sla time
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if sla_selected.close_time && self.close_time_in_min
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@ -81,12 +81,18 @@ class TicketTest < ActiveSupport::TestCase
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assert_equal( ticket.first_response, nil, 'ticket.first_response verify 2' )
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assert_equal( ticket.first_response_in_min, nil, 'ticket.first_response_in_min verify 2' )
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assert_equal( ticket.first_response_diff_in_min, nil, 'ticket.first_response_diff_in_min verify 2' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.update_time_escal_date verify 2' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 2' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.update_time_escal_date verify 2' )
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assert_equal( ticket.update_time_in_min, nil, 'ticket.update_time_in_min verify 2' )
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assert_equal( ticket.update_time_diff_in_min, nil, 'ticket.update_time_diff_in_min verify 2' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 2' )
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assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 2' )
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assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 2' )
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# set first response in time
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ticket.update_attributes(
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# :first_response_escal_date => '2013-03-26 09:30:00 UTC',
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:first_response => '2013-03-21 10:00:00 UTC',
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:first_response => '2013-03-21 10:00:00 UTC',
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)
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ticket.escalation_calculation
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puts ticket.inspect
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@ -96,12 +102,18 @@ class TicketTest < ActiveSupport::TestCase
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assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 10:00:00 UTC', 'ticket.first_response verify 3' )
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assert_equal( ticket.first_response_in_min, 30, 'ticket.first_response_in_min verify 3' )
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assert_equal( ticket.first_response_diff_in_min, 30, 'ticket.first_response_diff_in_min verify 3' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.update_time_escal_date verify 3' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 3' )
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ticket.update_attributes(
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# :first_response_escal_date => '2013-03-26 09:30:00 UTC',
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:first_response => '2013-03-21 14:00:00 UTC',
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.update_time_escal_date verify 3' )
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assert_equal( ticket.update_time_in_min, nil, 'ticket.update_time_in_min verify 3' )
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assert_equal( ticket.update_time_diff_in_min, nil, 'ticket.update_time_diff_in_min verify 3' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 3' )
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assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 3' )
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assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 3' )
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# set first reponse over time
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ticket.update_attributes(
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:first_response => '2013-03-21 14:00:00 UTC',
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)
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ticket.escalation_calculation
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puts ticket.inspect
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@ -111,9 +123,114 @@ class TicketTest < ActiveSupport::TestCase
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assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 4' )
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assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 4' )
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assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 4' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.update_time_escal_date verify 4' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 4' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.update_time_escal_date verify 4' )
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assert_equal( ticket.update_time_in_min, nil, 'ticket.update_time_in_min verify 4' )
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assert_equal( ticket.update_time_diff_in_min, nil, 'ticket.update_time_diff_in_min verify 4' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 4' )
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assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 4' )
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assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 4' )
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# set update time in time
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ticket.update_attributes(
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:last_contact_agent => '2013-03-21 11:00:00 UTC',
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)
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ticket.escalation_calculation
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assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.escalation_time verify 5' )
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assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 5' )
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assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 5' )
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assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 5' )
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assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 5' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 13:00:00 UTC', 'ticket.update_time_escal_date verify 5' )
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assert_equal( ticket.update_time_in_min, 90, 'ticket.update_time_in_min verify 5' )
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assert_equal( ticket.update_time_diff_in_min, 30, 'ticket.update_time_diff_in_min verify 5' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 5' )
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assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 5' )
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assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 5' )
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# set update time over time
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ticket.update_attributes(
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:last_contact_agent => '2013-03-21 12:00:00 UTC',
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)
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ticket.escalation_calculation
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assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.escalation_time verify 6' )
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assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 6' )
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assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 6' )
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assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 6' )
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assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 6' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.update_time_escal_date verify 6' )
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assert_equal( ticket.update_time_in_min, 150, 'ticket.update_time_in_min verify 6' )
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assert_equal( ticket.update_time_diff_in_min, -30, 'ticket.update_time_diff_in_min verify 6' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 6' )
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assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 6' )
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assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 6' )
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# set close time in time
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ticket.update_attributes(
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:close_time => '2013-03-21 11:30:00 UTC',
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)
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ticket.escalation_calculation
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assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.escalation_time verify 7' )
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assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 7' )
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assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 7' )
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assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 7' )
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assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 7' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.update_time_escal_date verify 7' )
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assert_equal( ticket.update_time_in_min, 150, 'ticket.update_time_in_min verify 7' )
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assert_equal( ticket.update_time_diff_in_min, -30, 'ticket.update_time_diff_in_min verify 7' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 7' )
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assert_equal( ticket.close_time_in_min, 120, 'ticket.close_time_in_min verify 7' )
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assert_equal( ticket.close_time_diff_in_min, 60, 'ticket.close_time_diff_in_min verify 7' )
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# set close time over time
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ticket.update_attributes(
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:close_time => '2013-03-21 13:00:00 UTC',
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)
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ticket.escalation_calculation
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assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.escalation_time verify 8' )
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assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 8' )
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assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 8' )
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assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 8' )
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assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 8' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.update_time_escal_date verify 8' )
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assert_equal( ticket.update_time_in_min, 150, 'ticket.update_time_in_min verify 8' )
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assert_equal( ticket.update_time_diff_in_min, -30, 'ticket.update_time_diff_in_min verify 8' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 8' )
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assert_equal( ticket.close_time_in_min, 210, 'ticket.close_time_in_min verify 8' )
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assert_equal( ticket.close_time_diff_in_min, -30, 'ticket.close_time_diff_in_min verify 8' )
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# set close time over time
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ticket.update_attributes(
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:ticket_state => Ticket::State.lookup( :name => 'closed' )
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)
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ticket.escalation_calculation
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assert_equal( ticket.escalation_time, nil, 'ticket.escalation_time verify 9' )
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assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 9' )
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assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 9' )
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assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 9' )
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assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 9' )
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assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.update_time_escal_date verify 9' )
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assert_equal( ticket.update_time_in_min, 150, 'ticket.update_time_in_min verify 9' )
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assert_equal( ticket.update_time_diff_in_min, -30, 'ticket.update_time_diff_in_min verify 9' )
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assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 9' )
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assert_equal( ticket.close_time_in_min, 210, 'ticket.close_time_in_min verify 9' )
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assert_equal( ticket.close_time_diff_in_min, -30, 'ticket.close_time_diff_in_min verify 9' )
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delete = sla.destroy
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