From ba1d7abf917c9aa55d0b5a152df893c10ad768f7 Mon Sep 17 00:00:00 2001
From: Martin Edenhofer <me@edenhofer.de>
Date: Tue, 28 Apr 2015 01:19:26 +0200
Subject: [PATCH] Moved back to compact module/class definition to prevent
 "superclass mismatch for class Ticket (TypeError)".

---
 app/models/ticket/activity_stream_log.rb      |  38 +-
 app/models/ticket/article.rb                  |  84 ++-
 .../ticket/article/activity_stream_log.rb     |  42 +-
 app/models/ticket/article/assets.rb           |  58 +-
 app/models/ticket/article/history_log.rb      |  26 +-
 app/models/ticket/assets.rb                   |  34 +-
 app/models/ticket/counter.rb                  |   6 +-
 app/models/ticket/escalation.rb               | 502 +++++++++---------
 app/models/ticket/flag.rb                     |   4 +-
 app/models/ticket/history_log.rb              |  58 +-
 app/models/ticket/number.rb                   |  50 +-
 app/models/ticket/number/date.rb              | 150 +++---
 app/models/ticket/number/increment.rb         | 152 +++---
 app/models/ticket/overviews.rb                | 370 +++++++------
 app/models/ticket/permission.rb               |  48 +-
 app/models/ticket/priority.rb                 |  10 +-
 app/models/ticket/screen_options.rb           | 208 ++++----
 app/models/ticket/search.rb                   | 168 +++---
 app/models/ticket/search_index.rb             | 152 +++---
 app/models/ticket/state.rb                    |  42 +-
 app/models/ticket/state_type.rb               |  12 +-
 app/models/ticket/subject.rb                  |  78 ++-
 22 files changed, 1119 insertions(+), 1173 deletions(-)

diff --git a/app/models/ticket/activity_stream_log.rb b/app/models/ticket/activity_stream_log.rb
index 9641fccf6..c45fd0408 100644
--- a/app/models/ticket/activity_stream_log.rb
+++ b/app/models/ticket/activity_stream_log.rb
@@ -1,7 +1,6 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
-
-class Ticket
-  module ActivityStreamLog
+# rubocop:disable ClassAndModuleChildren
+module Ticket::ActivityStreamLog
 
 =begin
 
@@ -16,25 +15,24 @@ returns
 
 =end
 
-    def activity_stream_log (type, user_id)
+  def activity_stream_log (type, user_id)
 
-      # return if we run import mode
-      return if Setting.get('import_mode')
+    # return if we run import mode
+    return if Setting.get('import_mode')
 
-      # return if we run on init mode
-      return if !Setting.get('system_init_done')
+    # return if we run on init mode
+    return if !Setting.get('system_init_done')
 
-      return if !self.class.activity_stream_support_config
-      role = self.class.activity_stream_support_config[:role]
-      ActivityStream.add(
-        o_id: self['id'],
-        type: type,
-        object: self.class.name,
-        group_id: self['group_id'],
-        role: role,
-        created_at: self.updated_at,
-        created_by_id: user_id,
-      )
-    end
+    return if !self.class.activity_stream_support_config
+    role = self.class.activity_stream_support_config[:role]
+    ActivityStream.add(
+      o_id: self['id'],
+      type: type,
+      object: self.class.name,
+      group_id: self['group_id'],
+      role: role,
+      created_at: self.updated_at,
+      created_by_id: user_id,
+    )
   end
 end
diff --git a/app/models/ticket/article.rb b/app/models/ticket/article.rb
index 4d9a73367..0e117b8aa 100644
--- a/app/models/ticket/article.rb
+++ b/app/models/ticket/article.rb
@@ -1,52 +1,50 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
+# rubocop:disable ClassAndModuleChildren
+class Ticket::Article < ApplicationModel
+  load 'ticket/article/assets.rb'
+  include Ticket::Article::Assets
+  load 'ticket/article/history_log.rb'
+  include Ticket::Article::HistoryLog
+  load 'ticket/article/activity_stream_log.rb'
+  include Ticket::Article::ActivityStreamLog
 
-class Ticket
-  class Article < ApplicationModel
-    load 'ticket/article/assets.rb'
-    include Ticket::Article::Assets
-    load 'ticket/article/history_log.rb'
-    include Ticket::Article::HistoryLog
-    load 'ticket/article/activity_stream_log.rb'
-    include Ticket::Article::ActivityStreamLog
+  belongs_to    :ticket
+  belongs_to    :type,        class_name: 'Ticket::Article::Type'
+  belongs_to    :sender,      class_name: 'Ticket::Article::Sender'
+  belongs_to    :created_by,  class_name: 'User'
+  belongs_to    :updated_by,  class_name: 'User'
+  before_create :check_subject
+  before_update :check_subject
+  notify_clients_support
 
-    belongs_to    :ticket
-    belongs_to    :type,        class_name: 'Ticket::Article::Type'
-    belongs_to    :sender,      class_name: 'Ticket::Article::Sender'
-    belongs_to    :created_by,  class_name: 'User'
-    belongs_to    :updated_by,  class_name: 'User'
-    before_create :check_subject
-    before_update :check_subject
-    notify_clients_support
+  activity_stream_support ignore_attributes: {
+    type_id: true,
+    sender_id: true,
+  }
 
-    activity_stream_support ignore_attributes: {
-      type_id: true,
-      sender_id: true,
-    }
+  history_support ignore_attributes: {
+    type_id: true,
+    sender_id: true,
+  }
 
-    history_support ignore_attributes: {
-      type_id: true,
-      sender_id: true,
-    }
+  private
 
-    private
-
-    def check_subject
-      if self.subject
-        self.subject.gsub!(/\s|\t|\r/, ' ')
-      end
-    end
-
-    class Flag < ApplicationModel
-    end
-
-    class Sender < ApplicationModel
-      validates   :name, presence: true
-      latest_change_support
-    end
-
-    class Type < ApplicationModel
-      validates   :name, presence: true
-      latest_change_support
+  def check_subject
+    if self.subject
+      self.subject.gsub!(/\s|\t|\r/, ' ')
     end
   end
+
+  class Flag < ApplicationModel
+  end
+
+  class Sender < ApplicationModel
+    validates   :name, presence: true
+    latest_change_support
+  end
+
+  class Type < ApplicationModel
+    validates   :name, presence: true
+    latest_change_support
+  end
 end
diff --git a/app/models/ticket/article/activity_stream_log.rb b/app/models/ticket/article/activity_stream_log.rb
index 720a7fc33..92d263457 100644
--- a/app/models/ticket/article/activity_stream_log.rb
+++ b/app/models/ticket/article/activity_stream_log.rb
@@ -1,8 +1,6 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
-
-class Ticket
-  class Article
-    module ActivityStreamLog
+# rubocop:disable ClassAndModuleChildren
+module Ticket::Article::ActivityStreamLog
 
 =begin
 
@@ -17,27 +15,25 @@ returns
 
 =end
 
-      def activity_stream_log (type, user_id)
+  def activity_stream_log (type, user_id)
 
-        # return if we run import mode
-        return if Setting.get('import_mode')
+    # return if we run import mode
+    return if Setting.get('import_mode')
 
-        # return if we run on init mode
-        return if !Setting.get('system_init_done')
+    # return if we run on init mode
+    return if !Setting.get('system_init_done')
 
-        return if !self.class.activity_stream_support_config
-        role = self.class.activity_stream_support_config[:role]
-        ticket = Ticket.lookup( id: self.ticket_id )
-        ActivityStream.add(
-          o_id: self['id'],
-          type: type,
-          object: self.class.name,
-          group_id: ticket.group_id,
-          role: role,
-          created_at: self.updated_at,
-          created_by_id: user_id,
-        )
-      end
-    end
+    return if !self.class.activity_stream_support_config
+    role = self.class.activity_stream_support_config[:role]
+    ticket = Ticket.lookup( id: self.ticket_id )
+    ActivityStream.add(
+      o_id: self['id'],
+      type: type,
+      object: self.class.name,
+      group_id: ticket.group_id,
+      role: role,
+      created_at: self.updated_at,
+      created_by_id: user_id,
+    )
   end
 end
diff --git a/app/models/ticket/article/assets.rb b/app/models/ticket/article/assets.rb
index d46a69b6a..355b21ab5 100644
--- a/app/models/ticket/article/assets.rb
+++ b/app/models/ticket/article/assets.rb
@@ -1,8 +1,6 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
 
-class Ticket
-  class Article
-    module Assets
+module Ticket::Article::Assets
 
 =begin
 
@@ -23,35 +21,33 @@ returns
 
 =end
 
-      def assets (data)
+  def assets (data)
 
-        if !data[ Ticket.to_app_model ]
-          data[ Ticket.to_app_model ] = {}
-        end
-        if !data[ Ticket.to_app_model ][ self.ticket_id ]
-          ticket = Ticket.find( self.ticket_id )
-          data = ticket.assets(data)
-        end
-
-        if !data[ Ticket::Article.to_app_model ]
-          data[ Ticket::Article.to_app_model ] = {}
-        end
-        if !data[ Ticket::Article.to_app_model ][ self.id ]
-          data[ Ticket::Article.to_app_model ][ self.id ] = self.attributes
-
-          # add attachment list to article
-          data[ Ticket::Article.to_app_model ][ self.id ]['attachments'] = self.attachments
-        end
-
-        ['created_by_id', 'updated_by_id'].each {|item|
-          next if !self[ item ]
-          if !data[ User.to_app_model ] || !data[ User.to_app_model ][ self[ item ] ]
-            user = User.lookup( id: self[ item ] )
-            data = user.assets( data )
-          end
-        }
-        data
-      end
+    if !data[ Ticket.to_app_model ]
+      data[ Ticket.to_app_model ] = {}
     end
+    if !data[ Ticket.to_app_model ][ self.ticket_id ]
+      ticket = Ticket.find( self.ticket_id )
+      data = ticket.assets(data)
+    end
+
+    if !data[ Ticket::Article.to_app_model ]
+      data[ Ticket::Article.to_app_model ] = {}
+    end
+    if !data[ Ticket::Article.to_app_model ][ self.id ]
+      data[ Ticket::Article.to_app_model ][ self.id ] = self.attributes
+
+      # add attachment list to article
+      data[ Ticket::Article.to_app_model ][ self.id ]['attachments'] = self.attachments
+    end
+
+    ['created_by_id', 'updated_by_id'].each {|item|
+      next if !self[ item ]
+      if !data[ User.to_app_model ] || !data[ User.to_app_model ][ self[ item ] ]
+        user = User.lookup( id: self[ item ] )
+        data = user.assets( data )
+      end
+    }
+    data
   end
 end
diff --git a/app/models/ticket/article/history_log.rb b/app/models/ticket/article/history_log.rb
index dbbb2c2aa..de872240d 100644
--- a/app/models/ticket/article/history_log.rb
+++ b/app/models/ticket/article/history_log.rb
@@ -1,8 +1,6 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
 
-class Ticket
-  class Article
-    module HistoryLog
+module Ticket::Article::HistoryLog
 
 =begin
 
@@ -17,18 +15,16 @@ returns
 
 =end
 
-      def history_log (type, user_id, data = {})
+  def history_log (type, user_id, data = {})
 
-        # if Ticketdata[:data[:Article has changed, remember related ticket to be able
-        # to show article changes in ticket history
-        data[:o_id]                   = self['id']
-        data[:history_type]           = type
-        data[:history_object]         = self.class.name
-        data[:related_o_id]           = self['ticket_id']
-        data[:related_history_object] = 'Ticket'
-        data[:created_by_id]          = user_id
-        History.add(data)
-      end
-    end
+    # if Ticketdata[:data[:Article has changed, remember related ticket to be able
+    # to show article changes in ticket history
+    data[:o_id]                   = self['id']
+    data[:history_type]           = type
+    data[:history_object]         = self.class.name
+    data[:related_o_id]           = self['ticket_id']
+    data[:related_history_object] = 'Ticket'
+    data[:created_by_id]          = user_id
+    History.add(data)
   end
 end
diff --git a/app/models/ticket/assets.rb b/app/models/ticket/assets.rb
index 010c9ec36..cf31c19ea 100644
--- a/app/models/ticket/assets.rb
+++ b/app/models/ticket/assets.rb
@@ -1,7 +1,6 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
-
-class Ticket
-  module Assets
+# rubocop:disable ClassAndModuleChildren
+module Ticket::Assets
 
 =begin
 
@@ -22,22 +21,21 @@ returns
 
 =end
 
-    def assets (data)
+  def assets (data)
 
-      if !data[ Ticket.to_app_model ]
-        data[ Ticket.to_app_model ] = {}
-      end
-      if !data[ Ticket.to_app_model ][ self.id ]
-        data[ Ticket.to_app_model ][ self.id ] = self.attributes_with_associations
-      end
-      ['created_by_id', 'updated_by_id', 'owner_id', 'customer_id'].each {|item|
-        next if !self[ item ]
-        if !data[ User.to_app_model ] || !data[ User.to_app_model ][ self[ item ] ]
-          user = User.lookup( id: self[ item ] )
-          data = user.assets( data )
-        end
-      }
-      data
+    if !data[ Ticket.to_app_model ]
+      data[ Ticket.to_app_model ] = {}
     end
+    if !data[ Ticket.to_app_model ][ self.id ]
+      data[ Ticket.to_app_model ][ self.id ] = self.attributes_with_associations
+    end
+    ['created_by_id', 'updated_by_id', 'owner_id', 'customer_id'].each {|item|
+      next if !self[ item ]
+      if !data[ User.to_app_model ] || !data[ User.to_app_model ][ self[ item ] ]
+        user = User.lookup( id: self[ item ] )
+        data = user.assets( data )
+      end
+    }
+    data
   end
 end
diff --git a/app/models/ticket/counter.rb b/app/models/ticket/counter.rb
index 8b17afebf..d5210297d 100644
--- a/app/models/ticket/counter.rb
+++ b/app/models/ticket/counter.rb
@@ -1,6 +1,4 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
-
-class Ticket
-  class Counter < ApplicationModel
-  end
+# rubocop:disable ClassAndModuleChildren
+class Ticket::Counter < ApplicationModel
 end
diff --git a/app/models/ticket/escalation.rb b/app/models/ticket/escalation.rb
index ba8389b34..27cc190d4 100644
--- a/app/models/ticket/escalation.rb
+++ b/app/models/ticket/escalation.rb
@@ -1,7 +1,6 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
-
-class Ticket
-  module Escalation
+# rubocop:disable ClassAndModuleChildren
+module Ticket::Escalation
 
 =begin
 
@@ -15,14 +14,14 @@ returns
 
 =end
 
-    def self.rebuild_all
-      state_list_open = Ticket::State.by_category( 'open' )
+  def self.rebuild_all
+    state_list_open = Ticket::State.by_category( 'open' )
 
-      tickets = Ticket.where( state_id: state_list_open )
-      tickets.each {|ticket|
-        ticket.escalation_calculation
-      }
-    end
+    tickets = Ticket.where( state_id: state_list_open )
+    tickets.each {|ticket|
+      ticket.escalation_calculation
+    }
+  end
 
 =begin
 
@@ -37,128 +36,128 @@ returns
 
 =end
 
-    def escalation_calculation
+  def escalation_calculation
 
-      # set escalation off if ticket is already closed
-      state = Ticket::State.lookup( id: self.state_id )
-      if state.ignore_escalation?
+    # set escalation off if ticket is already closed
+    state = Ticket::State.lookup( id: self.state_id )
+    if state.ignore_escalation?
 
-        # nothing to change
-        return true if !self.escalation_time
+      # nothing to change
+      return true if !self.escalation_time
 
-        self.escalation_time            = nil
-        #      self.first_response_escal_date  = nil
-        #      self.close_time_escal_date      = nil
-        self.callback_loop = true
-        self.save
-        return true
-      end
-
-      # get sla for ticket
-      sla_selected = escalation_calculation_get_sla
-
-      # reset escalation if no sla is set
-      if !sla_selected
-
-        # nothing to change
-        return true if !self.escalation_time
-
-        self.escalation_time            = nil
-        #      self.first_response_escal_date  = nil
-        #      self.close_time_escal_date      = nil
-        self.callback_loop = true
-        self.save
-        return true
-      end
-
-      #    puts sla_selected.inspect
-      #    puts days.inspect
       self.escalation_time            = nil
-      self.first_response_escal_date  = nil
-      self.update_time_escal_date     = nil
-      self.close_time_escal_date      = nil
-
-      # first response
-      if sla_selected.first_response_time
-
-        # get escalation date without pending time
-        self.first_response_escal_date = TimeCalculation.dest_time( self.created_at, sla_selected.first_response_time, sla_selected.data, sla_selected.timezone )
-
-        # get pending time between created and first response escal. time
-        time_in_pending = escalation_suspend( self.created_at, self.first_response_escal_date, 'relative', sla_selected, sla_selected.first_response_time )
-
-        # get new escalation time (original escal_date + time_in_pending)
-        self.first_response_escal_date = TimeCalculation.dest_time( self.first_response_escal_date, time_in_pending.to_i, sla_selected.data, sla_selected.timezone )
-
-        # set ticket escalation
-        self.escalation_time = calculation_higher_time( self.escalation_time, self.first_response_escal_date, self.first_response )
-      end
-      if self.first_response# && !self.first_response_in_min
-
-        # get response time in min between created and first response
-        self.first_response_in_min = escalation_suspend( self.created_at, self.first_response, 'real', sla_selected )
-
-      end
-
-      # set time to show if sla is raised ot in
-      if sla_selected.first_response_time && self.first_response_in_min
-        self.first_response_diff_in_min = sla_selected.first_response_time - self.first_response_in_min
-      end
-
-      # update time
-      last_update = self.last_contact_agent
-      if !last_update
-        last_update = self.created_at
-      end
-      if sla_selected.update_time
-        self.update_time_escal_date = TimeCalculation.dest_time( last_update, sla_selected.update_time, sla_selected.data, sla_selected.timezone  )
-
-        # get pending time between created and update escal. time
-        time_in_pending = escalation_suspend( last_update, self.update_time_escal_date, 'relative', sla_selected, sla_selected.update_time )
-
-        # get new escalation time (original escal_date + time_in_pending)
-        self.update_time_escal_date = TimeCalculation.dest_time( self.update_time_escal_date, time_in_pending.to_i, sla_selected.data, sla_selected.timezone )
-
-        # set ticket escalation
-        self.escalation_time = calculation_higher_time( self.escalation_time, self.update_time_escal_date, false )
-      end
-      if self.last_contact_agent
-        self.update_time_in_min = TimeCalculation.business_time_diff( self.created_at, self.last_contact_agent, sla_selected.data, sla_selected.timezone  )
-      end
-
-      # set sla time
-      if sla_selected.update_time && self.update_time_in_min
-        self.update_time_diff_in_min = sla_selected.update_time - self.update_time_in_min
-      end
-
-      # close time
-      if sla_selected.close_time
-
-        # get escalation date without pending time
-        self.close_time_escal_date = TimeCalculation.dest_time( self.created_at, sla_selected.close_time, sla_selected.data, sla_selected.timezone  )
-
-        # get pending time between created and close escal. time
-        extended_escalation = escalation_suspend( self.created_at, self.close_time_escal_date, 'relative', sla_selected, sla_selected.close_time )
-
-        # get new escalation time (original escal_date + time_in_pending)
-        self.close_time_escal_date = TimeCalculation.dest_time( self.close_time_escal_date, extended_escalation.to_i, sla_selected.data, sla_selected.timezone )
-
-        # set ticket escalation
-        self.escalation_time = calculation_higher_time( self.escalation_time, self.close_time_escal_date, self.close_time )
-      end
-      if self.close_time # && !self.close_time_in_min
-        self.close_time_in_min = escalation_suspend( self.created_at, self.close_time, 'real', sla_selected )
-      end
-      # set sla time
-      if sla_selected.close_time && self.close_time_in_min
-        self.close_time_diff_in_min = sla_selected.close_time - self.close_time_in_min
-      end
-      if self.changed?
-        self.callback_loop = true
-        self.save
-      end
+      #      self.first_response_escal_date  = nil
+      #      self.close_time_escal_date      = nil
+      self.callback_loop = true
+      self.save
+      return true
     end
 
+    # get sla for ticket
+    sla_selected = escalation_calculation_get_sla
+
+    # reset escalation if no sla is set
+    if !sla_selected
+
+      # nothing to change
+      return true if !self.escalation_time
+
+      self.escalation_time            = nil
+      #      self.first_response_escal_date  = nil
+      #      self.close_time_escal_date      = nil
+      self.callback_loop = true
+      self.save
+      return true
+    end
+
+    #    puts sla_selected.inspect
+    #    puts days.inspect
+    self.escalation_time            = nil
+    self.first_response_escal_date  = nil
+    self.update_time_escal_date     = nil
+    self.close_time_escal_date      = nil
+
+    # first response
+    if sla_selected.first_response_time
+
+      # get escalation date without pending time
+      self.first_response_escal_date = TimeCalculation.dest_time( self.created_at, sla_selected.first_response_time, sla_selected.data, sla_selected.timezone )
+
+      # get pending time between created and first response escal. time
+      time_in_pending = escalation_suspend( self.created_at, self.first_response_escal_date, 'relative', sla_selected, sla_selected.first_response_time )
+
+      # get new escalation time (original escal_date + time_in_pending)
+      self.first_response_escal_date = TimeCalculation.dest_time( self.first_response_escal_date, time_in_pending.to_i, sla_selected.data, sla_selected.timezone )
+
+      # set ticket escalation
+      self.escalation_time = calculation_higher_time( self.escalation_time, self.first_response_escal_date, self.first_response )
+    end
+    if self.first_response# && !self.first_response_in_min
+
+      # get response time in min between created and first response
+      self.first_response_in_min = escalation_suspend( self.created_at, self.first_response, 'real', sla_selected )
+
+    end
+
+    # set time to show if sla is raised ot in
+    if sla_selected.first_response_time && self.first_response_in_min
+      self.first_response_diff_in_min = sla_selected.first_response_time - self.first_response_in_min
+    end
+
+    # update time
+    last_update = self.last_contact_agent
+    if !last_update
+      last_update = self.created_at
+    end
+    if sla_selected.update_time
+      self.update_time_escal_date = TimeCalculation.dest_time( last_update, sla_selected.update_time, sla_selected.data, sla_selected.timezone  )
+
+      # get pending time between created and update escal. time
+      time_in_pending = escalation_suspend( last_update, self.update_time_escal_date, 'relative', sla_selected, sla_selected.update_time )
+
+      # get new escalation time (original escal_date + time_in_pending)
+      self.update_time_escal_date = TimeCalculation.dest_time( self.update_time_escal_date, time_in_pending.to_i, sla_selected.data, sla_selected.timezone )
+
+      # set ticket escalation
+      self.escalation_time = calculation_higher_time( self.escalation_time, self.update_time_escal_date, false )
+    end
+    if self.last_contact_agent
+      self.update_time_in_min = TimeCalculation.business_time_diff( self.created_at, self.last_contact_agent, sla_selected.data, sla_selected.timezone  )
+    end
+
+    # set sla time
+    if sla_selected.update_time && self.update_time_in_min
+      self.update_time_diff_in_min = sla_selected.update_time - self.update_time_in_min
+    end
+
+    # close time
+    if sla_selected.close_time
+
+      # get escalation date without pending time
+      self.close_time_escal_date = TimeCalculation.dest_time( self.created_at, sla_selected.close_time, sla_selected.data, sla_selected.timezone  )
+
+      # get pending time between created and close escal. time
+      extended_escalation = escalation_suspend( self.created_at, self.close_time_escal_date, 'relative', sla_selected, sla_selected.close_time )
+
+      # get new escalation time (original escal_date + time_in_pending)
+      self.close_time_escal_date = TimeCalculation.dest_time( self.close_time_escal_date, extended_escalation.to_i, sla_selected.data, sla_selected.timezone )
+
+      # set ticket escalation
+      self.escalation_time = calculation_higher_time( self.escalation_time, self.close_time_escal_date, self.close_time )
+    end
+    if self.close_time # && !self.close_time_in_min
+      self.close_time_in_min = escalation_suspend( self.created_at, self.close_time, 'real', sla_selected )
+    end
+    # set sla time
+    if sla_selected.close_time && self.close_time_in_min
+      self.close_time_diff_in_min = sla_selected.close_time - self.close_time_in_min
+    end
+    if self.changed?
+      self.callback_loop = true
+      self.save
+    end
+  end
+
 =begin
 
 return sla for ticket
@@ -172,154 +171,153 @@ returns
 
 =end
 
-    def escalation_calculation_get_sla
-      sla_selected = nil
-      sla_list = Cache.get( 'SLA::List::Active' )
-      if sla_list == nil
-        sla_list = Sla.where( active: true )
-        Cache.write( 'SLA::List::Active', sla_list, { expires_in: 1.hour } )
-      end
-      sla_list.each {|sla|
-        if !sla.condition || sla.condition.empty?
-          sla_selected = sla
-        elsif sla.condition
-          hit = false
-          map = [
-            [ 'tickets.priority_id', 'priority_id' ],
-            [ 'tickets.group_id', 'group_id' ]
-          ]
-          map.each {|item|
-            if sla.condition[ item[0] ]
-              if sla.condition[ item[0] ].class == String
-                sla.condition[ item[0] ] = [ sla.condition[ item[0] ] ]
-              end
-              if sla.condition[ item[0] ].include?( self[ item[1] ].to_s )
-                hit = true
-              else
-                hit = false
-              end
+  def escalation_calculation_get_sla
+    sla_selected = nil
+    sla_list = Cache.get( 'SLA::List::Active' )
+    if sla_list == nil
+      sla_list = Sla.where( active: true )
+      Cache.write( 'SLA::List::Active', sla_list, { expires_in: 1.hour } )
+    end
+    sla_list.each {|sla|
+      if !sla.condition || sla.condition.empty?
+        sla_selected = sla
+      elsif sla.condition
+        hit = false
+        map = [
+          [ 'tickets.priority_id', 'priority_id' ],
+          [ 'tickets.group_id', 'group_id' ]
+        ]
+        map.each {|item|
+          if sla.condition[ item[0] ]
+            if sla.condition[ item[0] ].class == String
+              sla.condition[ item[0] ] = [ sla.condition[ item[0] ] ]
+            end
+            if sla.condition[ item[0] ].include?( self[ item[1] ].to_s )
+              hit = true
+            else
+              hit = false
             end
-          }
-          if hit
-            sla_selected = sla
           end
+        }
+        if hit
+          sla_selected = sla
         end
-      }
-      sla_selected
-    end
-
-    private
-
-    #type could be:
-    # real - time without supsend state
-    # relative - only suspend time
-
-    def escalation_suspend (start_time, end_time, type, sla_selected, sla_time = 0)
-      if type == 'relative'
-        end_time += sla_time * 60
       end
-      total_time_without_pending = 0
-      total_time = 0
-      #get history for ticket
-      history_list = self.history_get
+    }
+    sla_selected
+  end
 
-      #loop through hist. changes and get time
-      last_state            = nil
-      last_state_change     = nil
-      last_state_is_pending = false
-      history_list.each { |history_item|
+  private
 
-        # ignore if it isn't a state change
-        next if !history_item['attribute']
-        next if history_item['attribute'] != 'state'
+  #type could be:
+  # real - time without supsend state
+  # relative - only suspend time
 
-        # ignore all newer state before start_time
-        next if history_item['created_at'] < start_time
+  def escalation_suspend (start_time, end_time, type, sla_selected, sla_time = 0)
+    if type == 'relative'
+      end_time += sla_time * 60
+    end
+    total_time_without_pending = 0
+    total_time = 0
+    #get history for ticket
+    history_list = self.history_get
 
-        # ignore all older state changes after end_time
-        next if last_state_change && last_state_change > end_time
+    #loop through hist. changes and get time
+    last_state            = nil
+    last_state_change     = nil
+    last_state_is_pending = false
+    history_list.each { |history_item|
 
-        # if created_at is later then end_time, use end_time as last time
-        if history_item['created_at'] > end_time
-          history_item['created_at'] = end_time
-        end
+      # ignore if it isn't a state change
+      next if !history_item['attribute']
+      next if history_item['attribute'] != 'state'
 
-        # get initial state and time
-        if !last_state
-          last_state        = history_item['value_from']
-          last_state_change = start_time
-        end
+      # ignore all newer state before start_time
+      next if history_item['created_at'] < start_time
 
-        # check if time need to be counted
-        counted = true
-        if history_item['value_from'] == 'pending reminder'
-          counted = false
-        elsif history_item['value_from'] == 'close'
-          counted = false
-        end
+      # ignore all older state changes after end_time
+      next if last_state_change && last_state_change > end_time
 
-        diff = escalation_time_diff( last_state_change, history_item['created_at'], sla_selected )
-        if counted
-          # puts "Diff count #{history_item['value_from']} -> #{history_item['value_to']} / #{last_state_change} -> #{history_item['created_at']}"
-          total_time_without_pending = total_time_without_pending + diff
-        else
-        # puts "Diff not count #{history_item['value_from']} -> #{history_item['value_to']} / #{last_state_change} -> #{history_item['created_at']}"
-        end
-        total_time = total_time + diff
+      # if created_at is later then end_time, use end_time as last time
+      if history_item['created_at'] > end_time
+        history_item['created_at'] = end_time
+      end
 
-        if history_item['value_to'] == 'pending reminder'
-          last_state_is_pending = true
-        else
-          last_state_is_pending = false
-        end
+      # get initial state and time
+      if !last_state
+        last_state        = history_item['value_from']
+        last_state_change = start_time
+      end
 
-        # remember for next loop last state
-        last_state        = history_item['value_to']
-        last_state_change = history_item['created_at']
-      }
+      # check if time need to be counted
+      counted = true
+      if history_item['value_from'] == 'pending reminder'
+        counted = false
+      elsif history_item['value_from'] == 'close'
+        counted = false
+      end
 
-      # if last state isnt pending, count rest
-      if !last_state_is_pending && last_state_change && last_state_change < end_time
-        diff = escalation_time_diff( last_state_change, end_time, sla_selected )
-        # puts "Diff count last state was not pending #{diff.to_s} - #{last_state_change} - #{end_time}"
+      diff = escalation_time_diff( last_state_change, history_item['created_at'], sla_selected )
+      if counted
+        # puts "Diff count #{history_item['value_from']} -> #{history_item['value_to']} / #{last_state_change} -> #{history_item['created_at']}"
         total_time_without_pending = total_time_without_pending + diff
-        total_time = total_time + diff
-      end
-
-      # if we have not had any state change
-      if !last_state_change
-        diff = escalation_time_diff( start_time, end_time, sla_selected )
-        # puts 'Diff state has not changed ' + diff.to_s
-        total_time_without_pending = total_time_without_pending + diff
-        total_time = total_time + diff
-      end
-
-      #return sum
-      if type == 'real'
-        return total_time_without_pending
-      elsif type == 'relative'
-        relative = total_time - total_time_without_pending
-        return relative
       else
-        raise "ERROR: Unknown type #{type}"
+      # puts "Diff not count #{history_item['value_from']} -> #{history_item['value_to']} / #{last_state_change} -> #{history_item['created_at']}"
       end
+      total_time = total_time + diff
+
+      if history_item['value_to'] == 'pending reminder'
+        last_state_is_pending = true
+      else
+        last_state_is_pending = false
+      end
+
+      # remember for next loop last state
+      last_state        = history_item['value_to']
+      last_state_change = history_item['created_at']
+    }
+
+    # if last state isnt pending, count rest
+    if !last_state_is_pending && last_state_change && last_state_change < end_time
+      diff = escalation_time_diff( last_state_change, end_time, sla_selected )
+      # puts "Diff count last state was not pending #{diff.to_s} - #{last_state_change} - #{end_time}"
+      total_time_without_pending = total_time_without_pending + diff
+      total_time = total_time + diff
     end
 
-    def escalation_time_diff( start_time, end_time, sla_selected )
-      if sla_selected
-        diff = TimeCalculation.business_time_diff( start_time, end_time, sla_selected.data, sla_selected.timezone)
-      else
-        diff = TimeCalculation.business_time_diff( start_time, end_time )
-      end
-      diff
+    # if we have not had any state change
+    if !last_state_change
+      diff = escalation_time_diff( start_time, end_time, sla_selected )
+      # puts 'Diff state has not changed ' + diff.to_s
+      total_time_without_pending = total_time_without_pending + diff
+      total_time = total_time + diff
     end
 
-    def calculation_higher_time(escalation_time, check_time, done_time)
-      return escalation_time if done_time
-      return check_time if !escalation_time
-      return escalation_time if !check_time
-      return check_time if escalation_time > check_time
-      escalation_time
+    #return sum
+    if type == 'real'
+      return total_time_without_pending
+    elsif type == 'relative'
+      relative = total_time - total_time_without_pending
+      return relative
+    else
+      raise "ERROR: Unknown type #{type}"
     end
   end
+
+  def escalation_time_diff( start_time, end_time, sla_selected )
+    if sla_selected
+      diff = TimeCalculation.business_time_diff( start_time, end_time, sla_selected.data, sla_selected.timezone)
+    else
+      diff = TimeCalculation.business_time_diff( start_time, end_time )
+    end
+    diff
+  end
+
+  def calculation_higher_time(escalation_time, check_time, done_time)
+    return escalation_time if done_time
+    return check_time if !escalation_time
+    return escalation_time if !check_time
+    return check_time if escalation_time > check_time
+    escalation_time
+  end
 end
diff --git a/app/models/ticket/flag.rb b/app/models/ticket/flag.rb
index 3c3b03ad2..d50fe5814 100644
--- a/app/models/ticket/flag.rb
+++ b/app/models/ticket/flag.rb
@@ -1,6 +1,4 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
 
-class Ticket
-  class Flag < ApplicationModel
-  end
+class Ticket::Flag < ApplicationModel
 end
diff --git a/app/models/ticket/history_log.rb b/app/models/ticket/history_log.rb
index a806a456e..b9157ef8b 100644
--- a/app/models/ticket/history_log.rb
+++ b/app/models/ticket/history_log.rb
@@ -1,7 +1,6 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
-
-class Ticket
-  module HistoryLog
+# rubocop:disable ClassAndModuleChildren
+module Ticket::HistoryLog
 
 =begin
 
@@ -16,15 +15,15 @@ returns
 
 =end
 
-    def history_log (type, user_id, data = {})
-      data[:o_id]                   = self['id']
-      data[:history_type]           = type
-      data[:history_object]         = self.class.name
-      data[:related_o_id]           = nil
-      data[:related_history_object] = nil
-      data[:created_by_id]          = user_id
-      History.add(data)
-    end
+  def history_log (type, user_id, data = {})
+    data[:o_id]                   = self['id']
+    data[:history_type]           = type
+    data[:history_object]         = self.class.name
+    data[:related_o_id]           = nil
+    data[:related_history_object] = nil
+    data[:created_by_id]          = user_id
+    History.add(data)
+  end
 
 =begin
 
@@ -58,25 +57,24 @@ returns
 
 =end
 
-    def history_get(fulldata = false)
-      list = History.list( self.class.name, self['id'], 'Ticket::Article' )
-      return list if !fulldata
+  def history_get(fulldata = false)
+    list = History.list( self.class.name, self['id'], 'Ticket::Article' )
+    return list if !fulldata
 
-      # get related objects
-      assets = {}
-      list.each {|item|
-        record = Kernel.const_get( item['object'] ).find( item['o_id'] )
+    # get related objects
+    assets = {}
+    list.each {|item|
+      record = Kernel.const_get( item['object'] ).find( item['o_id'] )
+      assets = record.assets(assets)
+
+      if item['related_object']
+        record = Kernel.const_get( item['related_object'] ).find( item['related_o_id'] )
         assets = record.assets(assets)
-
-        if item['related_object']
-          record = Kernel.const_get( item['related_object'] ).find( item['related_o_id'] )
-          assets = record.assets(assets)
-        end
-      }
-      {
-        history: list,
-        assets: assets,
-      }
-    end
+      end
+    }
+    {
+      history: list,
+      assets: assets,
+    }
   end
 end
diff --git a/app/models/ticket/number.rb b/app/models/ticket/number.rb
index 5d1150594..139fe691e 100644
--- a/app/models/ticket/number.rb
+++ b/app/models/ticket/number.rb
@@ -1,8 +1,7 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
 
-class Ticket
-  class Number
-    include ApplicationLib
+class Ticket::Number
+  include ApplicationLib
 
 =begin
 
@@ -16,16 +15,16 @@ returns
 
 =end
 
-    def self.generate
+  def self.generate
 
-      # generate number
-      (1..50_000).each { |i|
-        number = adapter.generate
-        ticket = Ticket.where( number: number ).first
-        return number if !ticket
-      }
-      raise "Can't generate new ticket number!"
-    end
+    # generate number
+    (1..50_000).each { |i|
+      number = adapter.generate
+      ticket = Ticket.where( number: number ).first
+      return number if !ticket
+    }
+    raise "Can't generate new ticket number!"
+  end
 
 =begin
 
@@ -39,22 +38,21 @@ returns
 
 =end
 
-    def self.check(string)
-      adapter.check(string)
-    end
+  def self.check(string)
+    adapter.check(string)
+  end
 
-    def self.adapter
+  def self.adapter
 
-      # load backend based on config
-      adapter_name = Setting.get('ticket_number')
-      if !adapter_name
-        raise 'Missing ticket_number setting option'
-      end
-      adapter = load_adapter(adapter_name)
-      if !adapter
-        raise "Can't load ticket_number adapter '#{adapter_name}'"
-      end
-      adapter
+    # load backend based on config
+    adapter_name = Setting.get('ticket_number')
+    if !adapter_name
+      raise 'Missing ticket_number setting option'
     end
+    adapter = load_adapter(adapter_name)
+    if !adapter
+      raise "Can't load ticket_number adapter '#{adapter_name}'"
+    end
+    adapter
   end
 end
diff --git a/app/models/ticket/number/date.rb b/app/models/ticket/number/date.rb
index 5f94eaa6a..ea5c1e8b0 100644
--- a/app/models/ticket/number/date.rb
+++ b/app/models/ticket/number/date.rb
@@ -1,88 +1,84 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
+# rubocop:disable ClassAndModuleChildren
+module Ticket::Number::Date
+  extend self
 
-class Ticket
-  class Number
-    module Date
-      extend self
+  def generate
 
-      def generate
+    # get config
+    config = Setting.get('ticket_number_date')
 
-        # get config
-        config = Setting.get('ticket_number_date')
+    t = Time.zone.now
+    date = t.strftime('%Y-%m-%d')
 
-        t = Time.zone.now
-        date = t.strftime('%Y-%m-%d')
-
-        # read counter
-        counter_increment = nil
-        Ticket::Counter.transaction do
-          counter = Ticket::Counter.where( generator: 'Date' ).lock(true).first
-          if !counter
-            counter = Ticket::Counter.new( generator: 'Date', content: '0' )
-          end
-
-          # increase counter
-          counter_increment, date_file = counter.content.to_s.split(';')
-          if date_file == date
-            counter_increment = counter_increment.to_i + 1
-          else
-            counter_increment = 1
-          end
-
-          # store new counter value
-          counter.content = counter_increment.to_s + ';' + date
-          counter.save
-        end
-
-        system_id = Setting.get('system_id') || ''
-        number = t.strftime('%Y%m%d') + system_id.to_s + sprintf( '%04d', counter_increment)
-
-        # calculate a checksum
-        # The algorithm to calculate the checksum is derived from the one
-        # Deutsche Bundesbahn (german railway company) uses for calculation
-        # of the check digit of their vehikel numbering.
-        # The checksum is calculated by alternately multiplying the digits
-        # with 1 and 2 and adding the resulsts from left to right of the
-        # vehikel number. The modulus to 10 of this sum is substracted from
-        # 10. See: http://www.pruefziffernberechnung.de/F/Fahrzeugnummer.shtml
-        # (german)
-        if config[:checksum]
-          chksum = 0
-          mult   = 1
-          (1..number.length).each do |i|
-            digit = number.to_s[i, 1]
-            chksum = chksum + ( mult * digit.to_i )
-            mult += 1
-            if mult == 3
-              mult = 1
-            end
-          end
-          chksum %= 10
-          chksum = 10 - chksum
-          if chksum == 10
-            chksum = 1
-          end
-          number += chksum.to_s
-        end
-        number
+    # read counter
+    counter_increment = nil
+    Ticket::Counter.transaction do
+      counter = Ticket::Counter.where( generator: 'Date' ).lock(true).first
+      if !counter
+        counter = Ticket::Counter.new( generator: 'Date', content: '0' )
       end
 
-      def check(string)
-
-        # get config
-        system_id           = Setting.get('system_id') || ''
-        ticket_hook         = Setting.get('ticket_hook')
-        ticket_hook_divider = Setting.get('ticket_hook_divider') || ''
-        ticket              = nil
-
-        # probe format
-        if string =~ /#{ticket_hook}#{ticket_hook_divider}(#{system_id}\d{2,50})/i
-          ticket = Ticket.where( number: $1 ).first
-        elsif string =~ /#{ticket_hook}\s{0,2}(#{system_id}\d{2,50})/i
-          ticket = Ticket.where( number: $1 ).first
-        end
-        ticket
+      # increase counter
+      counter_increment, date_file = counter.content.to_s.split(';')
+      if date_file == date
+        counter_increment = counter_increment.to_i + 1
+      else
+        counter_increment = 1
       end
+
+      # store new counter value
+      counter.content = counter_increment.to_s + ';' + date
+      counter.save
     end
+
+    system_id = Setting.get('system_id') || ''
+    number = t.strftime('%Y%m%d') + system_id.to_s + sprintf( '%04d', counter_increment)
+
+    # calculate a checksum
+    # The algorithm to calculate the checksum is derived from the one
+    # Deutsche Bundesbahn (german railway company) uses for calculation
+    # of the check digit of their vehikel numbering.
+    # The checksum is calculated by alternately multiplying the digits
+    # with 1 and 2 and adding the resulsts from left to right of the
+    # vehikel number. The modulus to 10 of this sum is substracted from
+    # 10. See: http://www.pruefziffernberechnung.de/F/Fahrzeugnummer.shtml
+    # (german)
+    if config[:checksum]
+      chksum = 0
+      mult   = 1
+      (1..number.length).each do |i|
+        digit = number.to_s[i, 1]
+        chksum = chksum + ( mult * digit.to_i )
+        mult += 1
+        if mult == 3
+          mult = 1
+        end
+      end
+      chksum %= 10
+      chksum = 10 - chksum
+      if chksum == 10
+        chksum = 1
+      end
+      number += chksum.to_s
+    end
+    number
+  end
+
+  def check(string)
+
+    # get config
+    system_id           = Setting.get('system_id') || ''
+    ticket_hook         = Setting.get('ticket_hook')
+    ticket_hook_divider = Setting.get('ticket_hook_divider') || ''
+    ticket              = nil
+
+    # probe format
+    if string =~ /#{ticket_hook}#{ticket_hook_divider}(#{system_id}\d{2,50})/i
+      ticket = Ticket.where( number: $1 ).first
+    elsif string =~ /#{ticket_hook}\s{0,2}(#{system_id}\d{2,50})/i
+      ticket = Ticket.where( number: $1 ).first
+    end
+    ticket
   end
 end
diff --git a/app/models/ticket/number/increment.rb b/app/models/ticket/number/increment.rb
index 9644c6406..a3237c7b4 100644
--- a/app/models/ticket/number/increment.rb
+++ b/app/models/ticket/number/increment.rb
@@ -1,91 +1,87 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
 
-class Ticket
-  class Number
-    module Increment
-      extend self
+module Ticket::Number::Increment
+  extend self
 
-      def generate
+  def generate
 
-        # get config
-        config = Setting.get('ticket_number_increment')
+    # get config
+    config = Setting.get('ticket_number_increment')
 
-        # read counter
-        min_digs  = config[:min_size] || 4
-        counter_increment = nil
-        Ticket::Counter.transaction do
-          counter = Ticket::Counter.where( generator: 'Increment' ).lock(true).first
-          if !counter
-            counter = Ticket::Counter.new( generator: 'Increment', content: '0' )
-          end
-          counter_increment = counter.content.to_i
-
-          # increase counter
-          counter_increment += 1
-
-          # store new counter value
-          counter.content = counter_increment.to_s
-          counter.save
-        end
-
-        # fill up number counter
-        if config[:checksum]
-          min_digs = min_digs.to_i - 1
-        end
-        fillup = Setting.get('system_id') || '1'
-        ( 1..100 ).each do |i|
-          if ( fillup.length.to_i + counter_increment.to_s.length.to_i ) < min_digs.to_i
-            fillup = fillup + '0'
-          end
-        end
-        number = fillup.to_s + counter_increment.to_s
-
-        # calculate a checksum
-        # The algorithm to calculate the checksum is derived from the one
-        # Deutsche Bundesbahn (german railway company) uses for calculation
-        # of the check digit of their vehikel numbering.
-        # The checksum is calculated by alternately multiplying the digits
-        # with 1 and 2 and adding the resulsts from left to right of the
-        # vehikel number. The modulus to 10 of this sum is substracted from
-        # 10. See: http://www.pruefziffernberechnung.de/F/Fahrzeugnummer.shtml
-        # (german)
-        if config[:checksum]
-          chksum = 0
-          mult   = 1
-          (1..number.length).each do |i|
-            digit = number.to_s[i, 1]
-            chksum = chksum + ( mult * digit.to_i )
-            mult += 1
-            if mult == 3
-              mult = 1
-            end
-          end
-          chksum %= 10
-          chksum = 10 - chksum
-          if chksum == 10
-            chksum = 1
-          end
-          number += chksum.to_s
-        end
-        number
+    # read counter
+    min_digs  = config[:min_size] || 4
+    counter_increment = nil
+    Ticket::Counter.transaction do
+      counter = Ticket::Counter.where( generator: 'Increment' ).lock(true).first
+      if !counter
+        counter = Ticket::Counter.new( generator: 'Increment', content: '0' )
       end
+      counter_increment = counter.content.to_i
 
-      def check(string)
+      # increase counter
+      counter_increment += 1
 
-        # get config
-        system_id           = Setting.get('system_id') || ''
-        ticket_hook         = Setting.get('ticket_hook')
-        ticket_hook_divider = Setting.get('ticket_hook_divider') || ''
-        ticket              = nil
+      # store new counter value
+      counter.content = counter_increment.to_s
+      counter.save
+    end
 
-        # probe format
-        if string =~ /#{ticket_hook}#{ticket_hook_divider}(#{system_id}\d{2,48})/i
-          ticket = Ticket.where( number: $1 ).first
-        elsif string =~ /#{ticket_hook}\s{0,2}(#{system_id}\d{2,48})/i
-          ticket = Ticket.where( number: $1 ).first
-        end
-        ticket
+    # fill up number counter
+    if config[:checksum]
+      min_digs = min_digs.to_i - 1
+    end
+    fillup = Setting.get('system_id') || '1'
+    ( 1..100 ).each do |i|
+      if ( fillup.length.to_i + counter_increment.to_s.length.to_i ) < min_digs.to_i
+        fillup = fillup + '0'
       end
     end
+    number = fillup.to_s + counter_increment.to_s
+
+    # calculate a checksum
+    # The algorithm to calculate the checksum is derived from the one
+    # Deutsche Bundesbahn (german railway company) uses for calculation
+    # of the check digit of their vehikel numbering.
+    # The checksum is calculated by alternately multiplying the digits
+    # with 1 and 2 and adding the resulsts from left to right of the
+    # vehikel number. The modulus to 10 of this sum is substracted from
+    # 10. See: http://www.pruefziffernberechnung.de/F/Fahrzeugnummer.shtml
+    # (german)
+    if config[:checksum]
+      chksum = 0
+      mult   = 1
+      (1..number.length).each do |i|
+        digit = number.to_s[i, 1]
+        chksum = chksum + ( mult * digit.to_i )
+        mult += 1
+        if mult == 3
+          mult = 1
+        end
+      end
+      chksum %= 10
+      chksum = 10 - chksum
+      if chksum == 10
+        chksum = 1
+      end
+      number += chksum.to_s
+    end
+    number
+  end
+
+  def check(string)
+
+    # get config
+    system_id           = Setting.get('system_id') || ''
+    ticket_hook         = Setting.get('ticket_hook')
+    ticket_hook_divider = Setting.get('ticket_hook_divider') || ''
+    ticket              = nil
+
+    # probe format
+    if string =~ /#{ticket_hook}#{ticket_hook_divider}(#{system_id}\d{2,48})/i
+      ticket = Ticket.where( number: $1 ).first
+    elsif string =~ /#{ticket_hook}\s{0,2}(#{system_id}\d{2,48})/i
+      ticket = Ticket.where( number: $1 ).first
+    end
+    ticket
   end
 end
diff --git a/app/models/ticket/overviews.rb b/app/models/ticket/overviews.rb
index e85f4a3e6..47c5b95d4 100644
--- a/app/models/ticket/overviews.rb
+++ b/app/models/ticket/overviews.rb
@@ -1,7 +1,6 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
-
-class Ticket
-  module Overviews
+# rubocop:disable ClassAndModuleChildren
+module Ticket::Overviews
 
 =begin
 
@@ -17,25 +16,25 @@ returns
 
 =end
 
-    def self.all (data)
+  def self.all (data)
 
-      # get customer overviews
-      if data[:current_user].is_role('Customer')
-        role = data[:current_user].is_role( 'Customer' )
-        if data[:current_user].organization_id && data[:current_user].organization.shared
-          overviews = Overview.where( role_id: role.id, active: true )
-        else
-          overviews = Overview.where( role_id: role.id, organization_shared: false, active: true )
-        end
-        return overviews
+    # get customer overviews
+    if data[:current_user].is_role('Customer')
+      role = data[:current_user].is_role( 'Customer' )
+      if data[:current_user].organization_id && data[:current_user].organization.shared
+        overviews = Overview.where( role_id: role.id, active: true )
+      else
+        overviews = Overview.where( role_id: role.id, organization_shared: false, active: true )
       end
-
-      # get agent overviews
-      role = data[:current_user].is_role( 'Agent' )
-      return if !role
-      Overview.where( role_id: role.id, active: true )
+      return overviews
     end
 
+    # get agent overviews
+    role = data[:current_user].is_role( 'Agent' )
+    return if !role
+    Overview.where( role_id: role.id, active: true )
+  end
+
 =begin
 
 selected overview by user
@@ -55,199 +54,198 @@ returns
 
 =end
 
-    def self.list (data)
+  def self.list (data)
 
-      overviews = self.all(data)
-      return if !overviews
+    overviews = self.all(data)
+    return if !overviews
 
-      # build up attributes hash
-      overview_selected     = nil
-      overview_selected_raw = nil
+    # build up attributes hash
+    overview_selected     = nil
+    overview_selected_raw = nil
 
+    overviews.each { |overview|
+
+      # remember selected view
+      if data[:view] && data[:view] == overview.link
+        overview_selected     = overview
+        overview_selected_raw = Marshal.load( Marshal.dump(overview.attributes) )
+      end
+
+      # replace e.g. 'current_user.id' with current_user.id
+      overview.condition.each { |item, value |
+        if value && value.class.to_s == 'String'
+          parts = value.split( '.', 2 )
+          if parts[0] && parts[1] && parts[0] == 'current_user'
+            overview.condition[item] = data[:current_user][parts[1].to_sym]
+          end
+        end
+      }
+    }
+
+    if data[:view] && !overview_selected
+      raise "No such view '#{ data[:view] }'"
+    end
+
+    # sortby
+    # prio
+    # state
+    # group
+    # customer
+
+    # order
+    # asc
+    # desc
+
+    # groupby
+    # prio
+    # state
+    # group
+    # customer
+
+    #    all = attributes[:myopenassigned]
+    #    all.merge( { :group_id => groups } )
+
+    #    @tickets = Ticket.where(:group_id => groups, attributes[:myopenassigned] ).limit(params[:limit])
+    # get only tickets with permissions
+    if data[:current_user].is_role('Customer')
+      group_ids = Group.select( 'groups.id' ).
+      where( 'groups.active = ?', true ).
+      map( &:id )
+    else
+      group_ids = Group.select( 'groups.id' ).joins(:users).
+      where( 'groups_users.user_id = ?', [ data[:current_user].id ] ).
+      where( 'groups.active = ?', true ).
+      map( &:id )
+    end
+
+    # overview meta for navbar
+    if !overview_selected
+
+      # loop each overview
+      result = []
       overviews.each { |overview|
 
-        # remember selected view
-        if data[:view] && data[:view] == overview.link
-          overview_selected     = overview
-          overview_selected_raw = Marshal.load( Marshal.dump(overview.attributes) )
-        end
+        # get count
+        count = Ticket.where( group_id: group_ids ).where( _condition( overview.condition ) ).count()
 
-        # replace e.g. 'current_user.id' with current_user.id
-        overview.condition.each { |item, value |
-          if value && value.class.to_s == 'String'
-            parts = value.split( '.', 2 )
-            if parts[0] && parts[1] && parts[0] == 'current_user'
-              overview.condition[item] = data[:current_user][parts[1].to_sym]
-            end
-          end
+        # get meta info
+        all = {
+          name: overview.name,
+          prio: overview.prio,
+          link: overview.link,
         }
+
+        # push to result data
+        result.push all.merge( { count: count } )
       }
+      return result
+    end
 
-      if data[:view] && !overview_selected
-        raise "No such view '#{ data[:view] }'"
+    # get result list
+    if data[:array]
+      order_by = overview_selected[:order][:by].to_s + ' ' + overview_selected[:order][:direction].to_s
+      if overview_selected.group_by && !overview_selected.group_by.empty?
+        order_by = overview_selected.group_by + '_id, ' + order_by
       end
-
-      # sortby
-      # prio
-      # state
-      # group
-      # customer
-
-      # order
-      # asc
-      # desc
-
-      # groupby
-      # prio
-      # state
-      # group
-      # customer
-
-      #    all = attributes[:myopenassigned]
-      #    all.merge( { :group_id => groups } )
-
-      #    @tickets = Ticket.where(:group_id => groups, attributes[:myopenassigned] ).limit(params[:limit])
-      # get only tickets with permissions
-      if data[:current_user].is_role('Customer')
-        group_ids = Group.select( 'groups.id' ).
-        where( 'groups.active = ?', true ).
-        map( &:id )
-      else
-        group_ids = Group.select( 'groups.id' ).joins(:users).
-        where( 'groups_users.user_id = ?', [ data[:current_user].id ] ).
-        where( 'groups.active = ?', true ).
-        map( &:id )
-      end
-
-      # overview meta for navbar
-      if !overview_selected
-
-        # loop each overview
-        result = []
-        overviews.each { |overview|
-
-          # get count
-          count = Ticket.where( group_id: group_ids ).where( _condition( overview.condition ) ).count()
-
-          # get meta info
-          all = {
-            name: overview.name,
-            prio: overview.prio,
-            link: overview.link,
-          }
-
-          # push to result data
-          result.push all.merge( { count: count } )
-        }
-        return result
-      end
-
-      # get result list
-      if data[:array]
-        order_by = overview_selected[:order][:by].to_s + ' ' + overview_selected[:order][:direction].to_s
-        if overview_selected.group_by && !overview_selected.group_by.empty?
-          order_by = overview_selected.group_by + '_id, ' + order_by
-        end
-        tickets = Ticket.select( 'id' ).
-        where( group_id: group_ids ).
-        where( _condition( overview_selected.condition ) ).
-        order( order_by ).
-        limit( 500 )
-
-        ticket_ids = []
-        tickets.each { |ticket|
-          ticket_ids.push ticket.id
-        }
-
-        tickets_count = Ticket.where( group_id: group_ids ).
-        where( _condition( overview_selected.condition ) ).
-        count()
-
-        return {
-          ticket_ids: ticket_ids,
-          tickets_count: tickets_count,
-          overview: overview_selected_raw,
-        }
-      end
-
-      # get tickets for overview
-      data[:start_page] ||= 1
-      tickets = Ticket.where( group_id: group_ids ).
+      tickets = Ticket.select( 'id' ).
+      where( group_id: group_ids ).
       where( _condition( overview_selected.condition ) ).
-      order( overview_selected[:order][:by].to_s + ' ' + overview_selected[:order][:direction].to_s )#.
-      #      limit( overview_selected.view[ data[:view_mode].to_sym ][:per_page] ).
-      #      offset( overview_selected.view[ data[:view_mode].to_sym ][:per_page].to_i * ( data[:start_page].to_i - 1 ) )
+      order( order_by ).
+      limit( 500 )
+
+      ticket_ids = []
+      tickets.each { |ticket|
+        ticket_ids.push ticket.id
+      }
 
       tickets_count = Ticket.where( group_id: group_ids ).
       where( _condition( overview_selected.condition ) ).
       count()
 
-      {
-        tickets: tickets,
+      return {
+        ticket_ids: ticket_ids,
         tickets_count: tickets_count,
         overview: overview_selected_raw,
       }
     end
 
-    private
+    # get tickets for overview
+    data[:start_page] ||= 1
+    tickets = Ticket.where( group_id: group_ids ).
+    where( _condition( overview_selected.condition ) ).
+    order( overview_selected[:order][:by].to_s + ' ' + overview_selected[:order][:direction].to_s )#.
+    #      limit( overview_selected.view[ data[:view_mode].to_sym ][:per_page] ).
+    #      offset( overview_selected.view[ data[:view_mode].to_sym ][:per_page].to_i * ( data[:start_page].to_i - 1 ) )
 
-    def self._condition(condition)
-      sql  = ''
-      bind = [nil]
-      condition.each {|key, value|
-        if sql != ''
-          sql += ' AND '
-        end
-        if value.class == Array
-          sql += " #{key} IN (?)"
-          bind.push value
-        elsif value.class == Hash || value.class == ActiveSupport::HashWithIndifferentAccess
-          time = Time.now
-          if value['area'] == 'minute'
-            if value['direction'] == 'last'
-              time -= value['count'].to_i * 60
-            else
-              time += value['count'].to_i * 60
-            end
-          elsif value['area'] == 'hour'
-            if value['direction'] == 'last'
-              time -= value['count'].to_i * 60 * 60
-            else
-              time += value['count'].to_i * 60 * 60
-            end
-          elsif value['area'] == 'day'
-            if value['direction'] == 'last'
-              time -= value['count'].to_i * 60 * 60 * 24
-            else
-              time += value['count'].to_i * 60 * 60 * 24
-            end
-          elsif value['area'] == 'month'
-            if value['direction'] == 'last'
-              time -= value['count'].to_i * 60 * 60 * 24 * 31
-            else
-              time += value['count'].to_i * 60 * 60 * 24 * 31
-            end
-          elsif value['area'] == 'year'
-            if value['direction'] == 'last'
-              time -= value['count'].to_i * 60 * 60 * 24 * 365
-            else
-              time += value['count'].to_i * 60 * 60 * 24 * 365
-            end
-          end
+    tickets_count = Ticket.where( group_id: group_ids ).
+    where( _condition( overview_selected.condition ) ).
+    count()
+
+    {
+      tickets: tickets,
+      tickets_count: tickets_count,
+      overview: overview_selected_raw,
+    }
+  end
+
+  private
+
+  def self._condition(condition)
+    sql  = ''
+    bind = [nil]
+    condition.each {|key, value|
+      if sql != ''
+        sql += ' AND '
+      end
+      if value.class == Array
+        sql += " #{key} IN (?)"
+        bind.push value
+      elsif value.class == Hash || value.class == ActiveSupport::HashWithIndifferentAccess
+        time = Time.now
+        if value['area'] == 'minute'
           if value['direction'] == 'last'
-            sql += " #{key} > ?"
-            bind.push time
+            time -= value['count'].to_i * 60
           else
-            sql += " #{key} < ?"
-            bind.push time
+            time += value['count'].to_i * 60
+          end
+        elsif value['area'] == 'hour'
+          if value['direction'] == 'last'
+            time -= value['count'].to_i * 60 * 60
+          else
+            time += value['count'].to_i * 60 * 60
+          end
+        elsif value['area'] == 'day'
+          if value['direction'] == 'last'
+            time -= value['count'].to_i * 60 * 60 * 24
+          else
+            time += value['count'].to_i * 60 * 60 * 24
+          end
+        elsif value['area'] == 'month'
+          if value['direction'] == 'last'
+            time -= value['count'].to_i * 60 * 60 * 24 * 31
+          else
+            time += value['count'].to_i * 60 * 60 * 24 * 31
+          end
+        elsif value['area'] == 'year'
+          if value['direction'] == 'last'
+            time -= value['count'].to_i * 60 * 60 * 24 * 365
+          else
+            time += value['count'].to_i * 60 * 60 * 24 * 365
           end
-        else
-          sql += " #{key} = ?"
-          bind.push value
         end
-      }
-      bind[0] = sql
-      bind
-    end
+        if value['direction'] == 'last'
+          sql += " #{key} > ?"
+          bind.push time
+        else
+          sql += " #{key} < ?"
+          bind.push time
+        end
+      else
+        sql += " #{key} = ?"
+        bind.push value
+      end
+    }
+    bind[0] = sql
+    bind
   end
 end
diff --git a/app/models/ticket/permission.rb b/app/models/ticket/permission.rb
index 1e4439870..539c80afb 100644
--- a/app/models/ticket/permission.rb
+++ b/app/models/ticket/permission.rb
@@ -1,7 +1,6 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
-
-class Ticket
-  module Permission
+# rubocop:disable ClassAndModuleChildren
+module Ticket::Permission
 
 =begin
 
@@ -16,33 +15,32 @@ returns
 
 =end
 
-    def permission (data)
+  def permission (data)
 
-      # check customer
-      if data[:current_user].is_role('Customer')
+    # check customer
+    if data[:current_user].is_role('Customer')
 
-        # access ok if its own ticket
-        return true if self.customer_id == data[:current_user].id
+      # access ok if its own ticket
+      return true if self.customer_id == data[:current_user].id
 
-        # access ok if its organization ticket
-        if data[:current_user].organization_id && self.organization_id
-          return true if self.organization_id == data[:current_user].organization_id
-        end
-
-        # no access
-        return false
+      # access ok if its organization ticket
+      if data[:current_user].organization_id && self.organization_id
+        return true if self.organization_id == data[:current_user].organization_id
       end
 
-      # check agent
-
-      # access if requestor is owner
-      return true if self.owner_id == data[:current_user].id
-
-      # access if requestor is in group
-      data[:current_user].groups.each {|group|
-        return true if self.group.id == group.id
-      }
-      false
+      # no access
+      return false
     end
+
+    # check agent
+
+    # access if requestor is owner
+    return true if self.owner_id == data[:current_user].id
+
+    # access if requestor is in group
+    data[:current_user].groups.each {|group|
+      return true if self.group.id == group.id
+    }
+    false
   end
 end
diff --git a/app/models/ticket/priority.rb b/app/models/ticket/priority.rb
index d625001a3..652c70089 100644
--- a/app/models/ticket/priority.rb
+++ b/app/models/ticket/priority.rb
@@ -1,8 +1,6 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
-
-class Ticket
-  class Priority < ApplicationModel
-    self.table_name = 'ticket_priorities'
-    validates     :name, presence: true
-  end
+# rubocop:disable ClassAndModuleChildren
+class Ticket::Priority < ApplicationModel
+  self.table_name = 'ticket_priorities'
+  validates     :name, presence: true
 end
diff --git a/app/models/ticket/screen_options.rb b/app/models/ticket/screen_options.rb
index 9fd2be261..453968b64 100644
--- a/app/models/ticket/screen_options.rb
+++ b/app/models/ticket/screen_options.rb
@@ -1,7 +1,6 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
-
-class Ticket
-  module ScreenOptions
+# rubocop:disable ClassAndModuleChildren
+module Ticket::ScreenOptions
 
 =begin
 
@@ -15,9 +14,9 @@ returns
 
 =end
 
-    def self.agents
-      User.where( active: true ).joins(:roles).where( 'roles.name' => 'Agent', 'roles.active' => true ).uniq()
-    end
+  def self.agents
+    User.where( active: true ).joins(:roles).where( 'roles.name' => 'Agent', 'roles.active' => true ).uniq()
+  end
 
 =begin
 
@@ -43,83 +42,83 @@ returns
 
 =end
 
-    def self.attributes_to_change(params)
-      if params[:ticket_id]
-        params[:ticket] = Ticket.find( params[:ticket_id] )
-      end
-      if params[:article_id]
-        params[:article] = Ticket::Article.find( params[:article_id] )
-      end
+  def self.attributes_to_change(params)
+    if params[:ticket_id]
+      params[:ticket] = Ticket.find( params[:ticket_id] )
+    end
+    if params[:article_id]
+      params[:article] = Ticket::Article.find( params[:article_id] )
+    end
 
-      filter = {}
-      assets = {}
+    filter = {}
+    assets = {}
 
-      # get ticket states
-      state_ids = []
-      if params[:ticket]
-        state_type = params[:ticket].state.state_type
-      end
-      state_types = ['open', 'closed', 'pending action', 'pending reminder']
-      if state_type && !state_types.include?(state_type.name)
-        state_ids.push params[:ticket].state.id
-      end
-      state_types.each {|type|
-        state_type = Ticket::StateType.where( name: type ).first
-        if state_type
-          state_type.states.each {|state|
-            assets = state.assets(assets)
-            state_ids.push state.id
-          }
-        end
-      }
-      filter[:state_id] = state_ids
-
-      # get priorities
-      priority_ids = []
-      Ticket::Priority.where( active: true ).each { |priority|
-        assets = priority.assets(assets)
-        priority_ids.push priority.id
-      }
-      filter[:priority_id] = priority_ids
-
-      type_ids = []
-      if params[:ticket]
-        types = ['note', 'phone']
-        if params[:ticket].group.email_address_id
-          types.push 'email'
-        end
-        types.each {|type_name|
-          type = Ticket::Article::Type.lookup( name: type_name )
-          if type
-            type_ids.push type.id
-          end
+    # get ticket states
+    state_ids = []
+    if params[:ticket]
+      state_type = params[:ticket].state.state_type
+    end
+    state_types = ['open', 'closed', 'pending action', 'pending reminder']
+    if state_type && !state_types.include?(state_type.name)
+      state_ids.push params[:ticket].state.id
+    end
+    state_types.each {|type|
+      state_type = Ticket::StateType.where( name: type ).first
+      if state_type
+        state_type.states.each {|state|
+          assets = state.assets(assets)
+          state_ids.push state.id
         }
       end
-      filter[:type_id] = type_ids
+    }
+    filter[:state_id] = state_ids
 
-      # get group / user relations
-      agents = {}
-      Ticket::ScreenOptions.agents.each { |user|
-        agents[ user.id ] = 1
-      }
+    # get priorities
+    priority_ids = []
+    Ticket::Priority.where( active: true ).each { |priority|
+      assets = priority.assets(assets)
+      priority_ids.push priority.id
+    }
+    filter[:priority_id] = priority_ids
 
-      dependencies = { group_id: { '' => { owner_id: [] } } }
-      Group.where( active: true ).each { |group|
-        assets = group.assets(assets)
-        dependencies[:group_id][group.id] = { owner_id: [] }
-        group.users.each {|user|
-          next if !agents[ user.id ]
-          assets = user.assets(assets)
-          dependencies[:group_id][ group.id ][ :owner_id ].push user.id
-        }
-      }
-
-      {
-        assets: assets,
-        filter: filter,
-        dependencies: dependencies,
+    type_ids = []
+    if params[:ticket]
+      types = ['note', 'phone']
+      if params[:ticket].group.email_address_id
+        types.push 'email'
+      end
+      types.each {|type_name|
+        type = Ticket::Article::Type.lookup( name: type_name )
+        if type
+          type_ids.push type.id
+        end
       }
     end
+    filter[:type_id] = type_ids
+
+    # get group / user relations
+    agents = {}
+    Ticket::ScreenOptions.agents.each { |user|
+      agents[ user.id ] = 1
+    }
+
+    dependencies = { group_id: { '' => { owner_id: [] } } }
+    Group.where( active: true ).each { |group|
+      assets = group.assets(assets)
+      dependencies[:group_id][group.id] = { owner_id: [] }
+      group.users.each {|user|
+        next if !agents[ user.id ]
+        assets = user.assets(assets)
+        dependencies[:group_id][ group.id ][ :owner_id ].push user.id
+      }
+    }
+
+    {
+      assets: assets,
+      filter: filter,
+      dependencies: dependencies,
+    }
+  end
 
 =begin
 
@@ -140,39 +139,38 @@ returns
 
 =end
 
-    def self.list_by_customer(data)
+  def self.list_by_customer(data)
 
-      # get closed/open states
-      state_list_open   = Ticket::State.by_category( 'open' )
-      state_list_closed = Ticket::State.by_category( 'closed' )
+    # get closed/open states
+    state_list_open   = Ticket::State.by_category( 'open' )
+    state_list_closed = Ticket::State.by_category( 'closed' )
 
-      # get tickets
-      tickets_open = Ticket.where(
-        customer_id: data[:customer_id],
-        state_id: state_list_open
-      ).limit( data[:limit] || 15 ).order('created_at DESC')
-      assets = {}
-      ticket_ids_open = []
-      tickets_open.each {|ticket|
-        ticket_ids_open.push ticket.id
-        assets = ticket.assets(assets)
-      }
+    # get tickets
+    tickets_open = Ticket.where(
+      customer_id: data[:customer_id],
+      state_id: state_list_open
+    ).limit( data[:limit] || 15 ).order('created_at DESC')
+    assets = {}
+    ticket_ids_open = []
+    tickets_open.each {|ticket|
+      ticket_ids_open.push ticket.id
+      assets = ticket.assets(assets)
+    }
 
-      tickets_closed = Ticket.where(
-        customer_id: data[:customer_id],
-        state_id: state_list_closed
-      ).limit( data[:limit] || 15 ).order('created_at DESC')
-      ticket_ids_closed = []
-      tickets_closed.each {|ticket|
-        ticket_ids_closed.push ticket.id
-        assets = ticket.assets(assets)
-      }
+    tickets_closed = Ticket.where(
+      customer_id: data[:customer_id],
+      state_id: state_list_closed
+    ).limit( data[:limit] || 15 ).order('created_at DESC')
+    ticket_ids_closed = []
+    tickets_closed.each {|ticket|
+      ticket_ids_closed.push ticket.id
+      assets = ticket.assets(assets)
+    }
 
-      {
-        ticket_ids_open: ticket_ids_open,
-        ticket_ids_closed: ticket_ids_closed,
-        assets: assets,
-      }
-    end
+    {
+      ticket_ids_open: ticket_ids_open,
+      ticket_ids_closed: ticket_ids_closed,
+      assets: assets,
+    }
   end
 end
diff --git a/app/models/ticket/search.rb b/app/models/ticket/search.rb
index 91088c31c..bbce0eb0e 100644
--- a/app/models/ticket/search.rb
+++ b/app/models/ticket/search.rb
@@ -1,7 +1,6 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
-
-class Ticket
-  module Search
+# rubocop:disable ClassAndModuleChildren
+module Ticket::Search
 
 =begin
 
@@ -46,102 +45,101 @@ returns
 
 =end
 
-    def search (params)
+  def search (params)
 
-      # get params
-      query        = params[:query]
-      limit        = params[:limit] || 12
-      current_user = params[:current_user]
-      full         = false
-      if params[:full] || !params.key?(:full)
-        full = true
-      end
+    # get params
+    query        = params[:query]
+    limit        = params[:limit] || 12
+    current_user = params[:current_user]
+    full         = false
+    if params[:full] || !params.key?(:full)
+      full = true
+    end
 
-      # try search index backend
-      if !params[:detail] && SearchIndexBackend.enabled?
-        query_extention = {}
-        query_extention['bool'] = {}
-        query_extention['bool']['must'] = []
+    # try search index backend
+    if !params[:detail] && SearchIndexBackend.enabled?
+      query_extention = {}
+      query_extention['bool'] = {}
+      query_extention['bool']['must'] = []
 
-        if current_user.is_role('Agent')
-          groups = Group.joins(:users)
-                   .where( 'groups_users.user_id = ?', current_user.id )
-                   .where( 'groups.active = ?', true )
-          group_condition = []
-          groups.each {|group|
-            group_condition.push group.name
-          }
-          access_condition = {
-            'query_string' => { 'default_field' => 'Ticket.group.name', 'query' => "\"#{group_condition.join('" OR "')}\"" }
-          }
-          query_extention['bool']['must'].push access_condition
-        else
-          if !current_user.organization || ( !current_user.organization.shared || current_user.organization.shared == false )
-            access_condition = {
-              'query_string' => { 'default_field' => 'Ticket.customer_id', 'query' => current_user.id }
-            }
-            #  customer_id: XXX
-            #          conditions = [ 'customer_id = ?', current_user.id ]
-          else
-            access_condition = {
-              'query_string' => { 'query' => "Ticket.customer_id:#{current_user.id} OR Ticket.organization_id:#{current_user.organization.id}" }
-            }
-            # customer_id: XXX OR organization_id: XXX
-            #          conditions = [ '( customer_id = ? OR organization_id = ? )', current_user.id, current_user.organization.id ]
-          end
-          query_extention['bool']['must'].push access_condition
-        end
-
-        items = SearchIndexBackend.search( query, limit, 'Ticket', query_extention )
-        if !full
-          ids = []
-          items.each {|item|
-            ids.push item[:id]
-          }
-          return ids
-        end
-        tickets = []
-        items.each { |item|
-          tickets.push Ticket.lookup( id: item[:id] )
+      if current_user.is_role('Agent')
+        groups = Group.joins(:users)
+                 .where( 'groups_users.user_id = ?', current_user.id )
+                 .where( 'groups.active = ?', true )
+        group_condition = []
+        groups.each {|group|
+          group_condition.push group.name
         }
-        return tickets
-      end
-
-      # fallback do sql query
-      access_condition = Ticket.access_condition( current_user )
-
-      # do query
-      # - stip out * we already search for *query* -
-      if query
-        query.gsub! '*', ''
-        tickets_all = Ticket.select('DISTINCT(tickets.id)')
-                      .where(access_condition)
-                      .where( '( `tickets`.`title` LIKE ? OR `tickets`.`number` LIKE ? OR `ticket_articles`.`body` LIKE ? OR `ticket_articles`.`from` LIKE ? OR `ticket_articles`.`to` LIKE ? OR `ticket_articles`.`subject` LIKE ?)', "%#{query}%", "%#{query}%", "%#{query}%", "%#{query}%", "%#{query}%", "%#{query}%" )
-                      .joins(:articles)
-                      .order('`tickets`.`created_at` DESC')
-                      .limit(limit)
+        access_condition = {
+          'query_string' => { 'default_field' => 'Ticket.group.name', 'query' => "\"#{group_condition.join('" OR "')}\"" }
+        }
+        query_extention['bool']['must'].push access_condition
       else
-        tickets_all = Ticket.select('DISTINCT(tickets.id)')
-                      .where(access_condition)
-                      .where(params[:condition])
-                      .order('`tickets`.`created_at` DESC')
-                      .limit(limit)
+        if !current_user.organization || ( !current_user.organization.shared || current_user.organization.shared == false )
+          access_condition = {
+            'query_string' => { 'default_field' => 'Ticket.customer_id', 'query' => current_user.id }
+          }
+          #  customer_id: XXX
+          #          conditions = [ 'customer_id = ?', current_user.id ]
+        else
+          access_condition = {
+            'query_string' => { 'query' => "Ticket.customer_id:#{current_user.id} OR Ticket.organization_id:#{current_user.organization.id}" }
+          }
+          # customer_id: XXX OR organization_id: XXX
+          #          conditions = [ '( customer_id = ? OR organization_id = ? )', current_user.id, current_user.organization.id ]
+        end
+        query_extention['bool']['must'].push access_condition
       end
 
-      # build result list
+      items = SearchIndexBackend.search( query, limit, 'Ticket', query_extention )
       if !full
         ids = []
-        tickets_all.each { |ticket|
-          ids.push ticket.id
+        items.each {|item|
+          ids.push item[:id]
         }
         return ids
       end
-
       tickets = []
-      tickets_all.each { |ticket|
-        tickets.push Ticket.lookup( id: ticket.id )
+      items.each { |item|
+        tickets.push Ticket.lookup( id: item[:id] )
       }
-      tickets
+      return tickets
     end
+
+    # fallback do sql query
+    access_condition = Ticket.access_condition( current_user )
+
+    # do query
+    # - stip out * we already search for *query* -
+    if query
+      query.gsub! '*', ''
+      tickets_all = Ticket.select('DISTINCT(tickets.id)')
+                    .where(access_condition)
+                    .where( '( `tickets`.`title` LIKE ? OR `tickets`.`number` LIKE ? OR `ticket_articles`.`body` LIKE ? OR `ticket_articles`.`from` LIKE ? OR `ticket_articles`.`to` LIKE ? OR `ticket_articles`.`subject` LIKE ?)', "%#{query}%", "%#{query}%", "%#{query}%", "%#{query}%", "%#{query}%", "%#{query}%" )
+                    .joins(:articles)
+                    .order('`tickets`.`created_at` DESC')
+                    .limit(limit)
+    else
+      tickets_all = Ticket.select('DISTINCT(tickets.id)')
+                    .where(access_condition)
+                    .where(params[:condition])
+                    .order('`tickets`.`created_at` DESC')
+                    .limit(limit)
+    end
+
+    # build result list
+    if !full
+      ids = []
+      tickets_all.each { |ticket|
+        ids.push ticket.id
+      }
+      return ids
+    end
+
+    tickets = []
+    tickets_all.each { |ticket|
+      tickets.push Ticket.lookup( id: ticket.id )
+    }
+    tickets
   end
 end
diff --git a/app/models/ticket/search_index.rb b/app/models/ticket/search_index.rb
index f0e8866b3..3a1f7a7cd 100644
--- a/app/models/ticket/search_index.rb
+++ b/app/models/ticket/search_index.rb
@@ -1,7 +1,6 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
-
-class Ticket
-  module SearchIndex
+# rubocop:disable ClassAndModuleChildren
+module Ticket::SearchIndex
 
 =begin
 
@@ -16,95 +15,94 @@ returns
 
 =end
 
-    def search_index_update_backend
-      return if !self.class.search_index_support_config
+  def search_index_update_backend
+    return if !self.class.search_index_support_config
 
-      # default ignored attributes
-      ignore_attributes = {
-        created_by_id: true,
-        updated_by_id: true,
-        active: true,
+    # default ignored attributes
+    ignore_attributes = {
+      created_by_id: true,
+      updated_by_id: true,
+      active: true,
+    }
+    if self.class.search_index_support_config[:ignore_attributes]
+      self.class.search_index_support_config[:ignore_attributes].each {|key, value|
+        ignore_attributes[key] = value
       }
-      if self.class.search_index_support_config[:ignore_attributes]
-        self.class.search_index_support_config[:ignore_attributes].each {|key, value|
-          ignore_attributes[key] = value
-        }
-      end
+    end
 
-      # for performance reasons, Model.search_index_reload will only collect if of object
-      # get whole data here
-      ticket = self.class.find(self.id)
+    # for performance reasons, Model.search_index_reload will only collect if of object
+    # get whole data here
+    ticket = self.class.find(self.id)
 
-      # remove ignored attributes
-      attributes = ticket.attributes
-      ignore_attributes.each {|key, value|
-        next if value != true
-        attributes.delete( key.to_s )
+    # remove ignored attributes
+    attributes = ticket.attributes
+    ignore_attributes.each {|key, value|
+      next if value != true
+      attributes.delete( key.to_s )
+    }
+
+    # add tags
+    tags = Tag.tag_list( object: 'Ticket', o_id: self.id )
+    if tags && !tags.empty?
+      attributes[:tag] = tags
+    end
+
+    # lookup attributes of ref. objects (normally name and note)
+    attributes = search_index_attribute_lookup( attributes, ticket )
+
+    # list ignored file extentions
+    attachments_ignore = Setting.get('es_attachment_ignore') || [ '.png', '.jpg', '.jpeg', '.mpeg', '.mpg', '.mov', '.bin', '.exe' ]
+
+    # max attachment size
+    attachment_max_size_in_mb = Setting.get('es_attachment_max_size_in_mb') || 40
+
+    # collect article data
+    articles = Ticket::Article.where( ticket_id: self.id )
+    attributes['articles'] = []
+    articles.each {|article|
+      article_attributes = article.attributes
+
+      # remove note needed attributes
+      ignore = ['created_by_id', 'updated_by_id', 'updated_at', 'references', 'message_id_md5', 'message_id', 'in_reply_to', 'ticket_id']
+      ignore.each {|attribute|
+        article_attributes.delete( attribute )
       }
 
-      # add tags
-      tags = Tag.tag_list( object: 'Ticket', o_id: self.id )
-      if tags && !tags.empty?
-        attributes[:tag] = tags
-      end
-
       # lookup attributes of ref. objects (normally name and note)
-      attributes = search_index_attribute_lookup( attributes, ticket )
+      article_attributes = search_index_attribute_lookup( article_attributes, article )
 
-      # list ignored file extentions
-      attachments_ignore = Setting.get('es_attachment_ignore') || [ '.png', '.jpg', '.jpeg', '.mpeg', '.mpg', '.mov', '.bin', '.exe' ]
+      # index raw text body
+      if article_attributes['content_type'] && article_attributes['content_type'] == 'text/html' && article_attributes['body']
+        article_attributes['body'] = article_attributes['body'].html2text
+      end
 
-      # max attachment size
-      attachment_max_size_in_mb = Setting.get('es_attachment_max_size_in_mb') || 40
-
-      # collect article data
-      articles = Ticket::Article.where( ticket_id: self.id )
-      attributes['articles'] = []
-      articles.each {|article|
-        article_attributes = article.attributes
-
-        # remove note needed attributes
-        ignore = ['created_by_id', 'updated_by_id', 'updated_at', 'references', 'message_id_md5', 'message_id', 'in_reply_to', 'ticket_id']
-        ignore.each {|attribute|
-          article_attributes.delete( attribute )
-        }
-
-        # lookup attributes of ref. objects (normally name and note)
-        article_attributes = search_index_attribute_lookup( article_attributes, article )
-
-        # index raw text body
-        if article_attributes['content_type'] && article_attributes['content_type'] == 'text/html' && article_attributes['body']
-          article_attributes['body'] = article_attributes['body'].html2text
+      # lookup attachments
+      article.attachments.each {|attachment|
+        if !article_attributes['attachments']
+          article_attributes['attachments'] = []
         end
 
-        # lookup attachments
-        article.attachments.each {|attachment|
-          if !article_attributes['attachments']
-            article_attributes['attachments'] = []
-          end
+        # check file size
+        if attachment.content && attachment.content.size / 1024 <= attachment_max_size_in_mb * 1024
 
-          # check file size
-          if attachment.content && attachment.content.size / 1024 <= attachment_max_size_in_mb * 1024
-
-            # check ignored files
-            if attachment.filename
-              filename_extention = attachment.filename.downcase
-              filename_extention.gsub!(/^.*(\..+?)$/, '\\1')
-              if !attachments_ignore.include?( filename_extention.downcase )
-                data = {
-                  '_name'    => attachment.filename,
-                  '_content' => Base64.encode64( attachment.content )
-                }
-                article_attributes['attachments'].push data
-              end
+          # check ignored files
+          if attachment.filename
+            filename_extention = attachment.filename.downcase
+            filename_extention.gsub!(/^.*(\..+?)$/, '\\1')
+            if !attachments_ignore.include?( filename_extention.downcase )
+              data = {
+                '_name'    => attachment.filename,
+                '_content' => Base64.encode64( attachment.content )
+              }
+              article_attributes['attachments'].push data
             end
           end
-        }
-        attributes['articles'].push article_attributes
+        end
       }
+      attributes['articles'].push article_attributes
+    }
 
-      return if !attributes
-      SearchIndexBackend.add(self.class.to_s, attributes)
-    end
+    return if !attributes
+    SearchIndexBackend.add(self.class.to_s, attributes)
   end
 end
diff --git a/app/models/ticket/state.rb b/app/models/ticket/state.rb
index 219788e4c..b43c168dd 100644
--- a/app/models/ticket/state.rb
+++ b/app/models/ticket/state.rb
@@ -1,11 +1,10 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
+# rubocop:disable ClassAndModuleChildren
+class Ticket::State < ApplicationModel
+  belongs_to    :state_type,        class_name: 'Ticket::StateType'
+  validates     :name, presence: true
 
-class Ticket
-  class State < ApplicationModel
-    belongs_to    :state_type,        class_name: 'Ticket::StateType'
-    validates     :name, presence: true
-
-    latest_change_support
+  latest_change_support
 
 =begin
 
@@ -19,18 +18,18 @@ returns:
 
 =end
 
-    def self.by_category(category)
-      if category == 'open'
-        return Ticket::State.where(
-          state_type_id: Ticket::StateType.where( name: ['new', 'open', 'pending reminder', 'pending action'] )
-        )
-      elsif category == 'closed'
-        return Ticket::State.where(
-          state_type_id: Ticket::StateType.where( name: ['closed'] )
-        )
-      end
-      raise "Unknown category '#{category}'"
+  def self.by_category(category)
+    if category == 'open'
+      return Ticket::State.where(
+        state_type_id: Ticket::StateType.where( name: ['new', 'open', 'pending reminder', 'pending action'] )
+      )
+    elsif category == 'closed'
+      return Ticket::State.where(
+        state_type_id: Ticket::StateType.where( name: ['closed'] )
+      )
     end
+    raise "Unknown category '#{category}'"
+  end
 
 =begin
 
@@ -46,10 +45,9 @@ returns:
 
 =end
 
-    def ignore_escalation?
-      ignore_escalation = ['removed', 'closed', 'merged']
-      return true if ignore_escalation.include?( self.name )
-      false
-    end
+  def ignore_escalation?
+    ignore_escalation = ['removed', 'closed', 'merged']
+    return true if ignore_escalation.include?( self.name )
+    false
   end
 end
diff --git a/app/models/ticket/state_type.rb b/app/models/ticket/state_type.rb
index 72bb9ca71..a48b46082 100644
--- a/app/models/ticket/state_type.rb
+++ b/app/models/ticket/state_type.rb
@@ -1,9 +1,7 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
-
-class Ticket
-  class StateType < ApplicationModel
-    has_many      :states,            class_name: 'Ticket::State'
-    validates     :name, presence: true
-    latest_change_support
-  end
+# rubocop:disable ClassAndModuleChildren
+class Ticket::StateType < ApplicationModel
+  has_many      :states,            class_name: 'Ticket::State'
+  validates     :name, presence: true
+  latest_change_support
 end
diff --git a/app/models/ticket/subject.rb b/app/models/ticket/subject.rb
index bf763310a..054abd4cb 100644
--- a/app/models/ticket/subject.rb
+++ b/app/models/ticket/subject.rb
@@ -1,7 +1,6 @@
 # Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
-
-class Ticket
-  module Subject
+# rubocop:disable ClassAndModuleChildren
+module Ticket::Subject
 
 =begin
 
@@ -16,28 +15,28 @@ returns
 
 =end
 
-    def subject_build (subject)
+  def subject_build (subject)
 
-      # clena subject
-      subject = self.subject_clean(subject)
+    # clena subject
+    subject = self.subject_clean(subject)
 
-      ticket_hook         = Setting.get('ticket_hook')
-      ticket_hook_divider = Setting.get('ticket_hook_divider')
+    ticket_hook         = Setting.get('ticket_hook')
+    ticket_hook_divider = Setting.get('ticket_hook_divider')
 
-      # none position
-      if Setting.get('ticket_hook_position') == 'none'
-        return subject
-      end
-
-      # right position
-      if Setting.get('ticket_hook_position') == 'right'
-        return subject + " [#{ticket_hook}#{ticket_hook_divider}#{self.number}] "
-      end
-
-      # left position
-      return "[#{ticket_hook}#{ticket_hook_divider}#{self.number}] " + subject
+    # none position
+    if Setting.get('ticket_hook_position') == 'none'
+      return subject
     end
 
+    # right position
+    if Setting.get('ticket_hook_position') == 'right'
+      return subject + " [#{ticket_hook}#{ticket_hook_divider}#{self.number}] "
+    end
+
+    # left position
+    return "[#{ticket_hook}#{ticket_hook_divider}#{self.number}] " + subject
+  end
+
 =begin
 
 clean subject remove ticket number and other not needed chars
@@ -51,30 +50,29 @@ returns
 
 =end
 
-    def subject_clean (subject)
-      ticket_hook         = Setting.get('ticket_hook')
-      ticket_hook_divider = Setting.get('ticket_hook_divider')
-      ticket_subject_size = Setting.get('ticket_subject_size')
+  def subject_clean (subject)
+    ticket_hook         = Setting.get('ticket_hook')
+    ticket_hook_divider = Setting.get('ticket_hook_divider')
+    ticket_subject_size = Setting.get('ticket_subject_size')
 
-      # remove all possible ticket hook formats with []
-      subject = subject.gsub /\[#{ticket_hook}: #{self.number}\](\s+?|)/, ''
-      subject = subject.gsub /\[#{ticket_hook}:#{self.number}\](\s+?|)/, ''
-      subject = subject.gsub /\[#{ticket_hook}#{ticket_hook_divider}#{self.number}\](\s+?|)/, ''
+    # remove all possible ticket hook formats with []
+    subject = subject.gsub /\[#{ticket_hook}: #{self.number}\](\s+?|)/, ''
+    subject = subject.gsub /\[#{ticket_hook}:#{self.number}\](\s+?|)/, ''
+    subject = subject.gsub /\[#{ticket_hook}#{ticket_hook_divider}#{self.number}\](\s+?|)/, ''
 
-      # remove all possible ticket hook formats without []
-      subject = subject.gsub /#{ticket_hook}: #{self.number}(\s+?|)/, ''
-      subject = subject.gsub /#{ticket_hook}:#{self.number}(\s+?|)/, ''
-      subject = subject.gsub /#{ticket_hook}#{ticket_hook_divider}#{self.number}(\s+?|)/, ''
+    # remove all possible ticket hook formats without []
+    subject = subject.gsub /#{ticket_hook}: #{self.number}(\s+?|)/, ''
+    subject = subject.gsub /#{ticket_hook}:#{self.number}(\s+?|)/, ''
+    subject = subject.gsub /#{ticket_hook}#{ticket_hook_divider}#{self.number}(\s+?|)/, ''
 
-      # remove leading "..:\s" and "..[\d+]:\s" e. g. "Re: " or "Re[5]: "
-      subject = subject.gsub /^(..(\[\d+\])?:\s)+/, ''
+    # remove leading "..:\s" and "..[\d+]:\s" e. g. "Re: " or "Re[5]: "
+    subject = subject.gsub /^(..(\[\d+\])?:\s)+/, ''
 
-      # resize subject based on config
-      if subject.length > ticket_subject_size.to_i
-        subject = subject[ 0, ticket_subject_size.to_i ] + '[...]'
-      end
-
-      subject
+    # resize subject based on config
+    if subject.length > ticket_subject_size.to_i
+      subject = subject[ 0, ticket_subject_size.to_i ] + '[...]'
     end
+
+    subject
   end
 end