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Fixed issue #645 - Dashboard widget "Waiting time today" is not counting.

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This commit is contained in:
Rolf Schmidt 2017-04-18 10:06:22 +02:00
parent 64c86a758f
commit c5c6876054
5 changed files with 239 additions and 17 deletions
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28
app/assets/javascripts/app/controllers/_dashboard/stats.coffee
View file

@ -12,8 +12,8 @@ class App.DashboardStats extends App.Controller
@render()
render: (data = {}) ->
if !data.TicketResponseTime
data.TicketResponseTime =
if !data.StatsTicketWaitingTime
data.StatsTicketWaitingTime =
handling_time: 0
average: 0
average_per_agent: 0
@ -60,10 +60,10 @@ class App.DashboardStats extends App.Controller
@html App.view('dashboard/stats')(data)
if data.TicketResponseTime
@renderWidgetClockFace data.TicketResponseTime.handling_time
if data.StatsTicketWaitingTime
@renderWidgetClockFace data.StatsTicketWaitingTime.handling_time, data.StatsTicketWaitingTime.state, data.StatsTicketWaitingTime.percent
renderWidgetClockFace: (time, max_time = 60) =>
renderWidgetClockFace: (time, state, percent) =>
canvas = @el.find 'canvas'
ctx = canvas.get(0).getContext '2d'
radius = 26
@ -73,17 +73,15 @@ class App.DashboardStats extends App.Controller
canvas.attr 'width', 2 * radius
canvas.attr 'height', 2 * radius
time = max_time if time > max_time
handlingTimeColors = {}
handlingTimeColors[max_time/12] = '#38AE6A' # supergood
handlingTimeColors[max_time/6] = '#A9AC41' # good
handlingTimeColors[max_time/4] = '#FAAB00' # ok
handlingTimeColors[max_time/3] = '#F6820B' # bad
handlingTimeColors[max_time/2] = '#F35910' # superbad
handlingTimeColors['supergood'] = '#38AE6A' # supergood
handlingTimeColors['good'] = '#A9AC41' # good
handlingTimeColors['ok'] = '#FAAB00' # ok
handlingTimeColors['bad'] = '#F6820B' # bad
handlingTimeColors['superbad'] = '#F35910' # superbad
for handlingTime, timeColor of handlingTimeColors
if time <= handlingTime
for handlingState, timeColor of handlingTimeColors
if state == handlingState
backgroundColor = timeColor
break
@ -101,7 +99,7 @@ class App.DashboardStats extends App.Controller
ctx.beginPath()
ctx.moveTo radius, radius
arcsector = Math.PI * 2 * time/max_time
arcsector = Math.PI * 2 * percent
ctx.arc radius, radius, radius, -Math.PI/2, arcsector - Math.PI/2, false
ctx.lineTo radius, radius
ctx.closePath()

4
app/assets/javascripts/app/views/dashboard/stats.jst.eco
View file

@ -8,8 +8,8 @@
<div class="stat-amount"></div>
</div>
</div>
<div class="stat-label"><%- @T('My handling time: %s minutes', @TicketResponseTime.handling_time) %></div>
<div class="stat-detail"><%- @T('Average: %s minutes', @TicketResponseTime.average_per_agent) %></div>
<div class="stat-label"><%- @T('My handling time: %s minutes', @StatsTicketWaitingTime.handling_time) %></div>
<div class="stat-detail"><%- @T('Average: %s minutes', @StatsTicketWaitingTime.average_per_agent) %></div>
</div>
</div>
<div class="column">

1
lib/stats.rb
View file

@ -24,6 +24,7 @@ returns
Stats::TicketLoadMeasure,
Stats::TicketEscalation,
Stats::TicketReopen,
Stats::TicketWaitingTime,
]
# generate stats per agent

73
lib/stats/ticket_waiting_time.rb Normal file
View file

@ -0,0 +1,73 @@
# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
class Stats::TicketWaitingTime
def self.generate(user)
open_state_ids = Ticket::State.by_category(:open).pluck(:id)
# get users groups
group_ids = user.groups.map(&:id)
own_waiting = Ticket.where(
'owner_id = ? AND group_id IN (?) AND state_id IN (?) AND updated_at > ?', user.id, group_ids, open_state_ids, Time.zone.today
)
all_waiting = Ticket.where(
'group_id IN (?) AND state_id IN (?) AND updated_at > ?', group_ids, open_state_ids, Time.zone.today
)
handling_time = calculate_average(own_waiting, Time.zone.today)
if handling_time.positive?
handling_time = (handling_time / 60).round
end
average_per_agent = calculate_average(all_waiting, Time.zone.today)
if average_per_agent.positive?
average_per_agent = (average_per_agent / 60).round
end
state = 'supergood'
percent = 0
state = if handling_time <= 60
percent = handling_time.to_f / 60
'supergood'
elsif handling_time <= 60 * 4
percent = (handling_time.to_f - 60) / (60 * 3)
'good'
elsif handling_time <= 60 * 8
percent = (handling_time.to_f - 60 * 4) / (60 * 4)
'ok'
else
percent = 1.00
'bad'
end
{
handling_time: handling_time,
average_per_agent: average_per_agent,
state: state,
percent: percent,
}
end
def self.average_state(result, _user_id)
result
end
def self.calculate_average(tickets, start_time)
average_time = 0
count_time = 0
tickets.each { |ticket|
ticket.articles.joins(:type).where('ticket_articles.created_at > ? AND ticket_articles.internal = ? AND ticket_article_types.communication = ?', start_time, false, true).each { |article|
if article.sender.name == 'Customer'
count_time = article.created_at.to_i
else
average_time += article.created_at.to_i - count_time
count_time = 0
end
}
}
average_time
end
end

150
test/unit/stats_ticket_waiting_time_test.rb Normal file
View file

@ -0,0 +1,150 @@
# encoding: utf-8
require 'test_helper'
require 'stats/ticket_waiting_time'
class StatsTicketWaitingTimeTest < ActiveSupport::TestCase
test 'single ticket' do
ticket1 = Ticket.create(
title: 'com test 1',
group: Group.lookup(name: 'Users'),
customer_id: 2,
state: Ticket::State.lookup(name: 'new'),
priority: Ticket::Priority.lookup(name: '2 normal'),
updated_by_id: 1,
created_by_id: 1,
)
# communication 1: waiting time 2 hours (BUT too old yesterday)
Ticket::Article.create(
ticket_id: ticket1.id,
from: 'a@example.com',
to: 'a@example.com',
subject: 'com test 1',
message_id: 'some@id_com_1',
body: 'some message 123',
internal: false,
sender: Ticket::Article::Sender.find_by(name: 'Customer'),
type: Ticket::Article::Type.find_by(name: 'email'),
updated_by_id: 1,
created_by_id: 1,
created_at: '2017-04-12 08:00',
updated_at: '2017-04-12 08:00',
)
Ticket::Article.create(
ticket_id: ticket1.id,
from: 'a@example.com',
to: 'a@example.com',
subject: 'com test 1',
message_id: 'some@id_com_1',
body: 'some message 123',
internal: false,
sender: Ticket::Article::Sender.find_by(name: 'Agent'),
type: Ticket::Article::Type.find_by(name: 'email'),
updated_by_id: 1,
created_by_id: 1,
created_at: '2017-04-12 10:00',
updated_at: '2017-04-12 10:00',
)
# communication 2: waiting time 2 hours
Ticket::Article.create(
ticket_id: ticket1.id,
from: 'a@example.com',
to: 'a@example.com',
subject: 'com test 1',
message_id: 'some@id_com_1',
body: 'some message 123',
internal: false,
sender: Ticket::Article::Sender.find_by(name: 'Customer'),
type: Ticket::Article::Type.find_by(name: 'email'),
updated_by_id: 1,
created_by_id: 1,
created_at: '2017-04-13 08:00',
updated_at: '2017-04-13 08:00',
)
Ticket::Article.create(
ticket_id: ticket1.id,
from: 'a@example.com',
to: 'a@example.com',
subject: 'com test 1',
message_id: 'some@id_com_1',
body: 'some message 123',
internal: false,
sender: Ticket::Article::Sender.find_by(name: 'Agent'),
type: Ticket::Article::Type.find_by(name: 'email'),
updated_by_id: 1,
created_by_id: 1,
created_at: '2017-04-13 10:00',
updated_at: '2017-04-13 10:00',
)
# communication 3: waiting time 4 hours
Ticket::Article.create(
ticket_id: ticket1.id,
from: 'a@example.com',
to: 'a@example.com',
subject: 'com test 1',
message_id: 'some@id_com_1',
body: 'some message 123',
internal: false,
sender: Ticket::Article::Sender.find_by(name: 'Customer'),
type: Ticket::Article::Type.find_by(name: 'email'),
updated_by_id: 1,
created_by_id: 1,
created_at: '2017-04-13 11:00',
updated_at: '2017-04-13 11:00',
)
Ticket::Article.create(
ticket_id: ticket1.id,
from: 'a@example.com',
to: 'a@example.com',
subject: 'com test 1',
message_id: 'some@id_com_1',
body: 'some message 123',
internal: false,
sender: Ticket::Article::Sender.find_by(name: 'System'),
type: Ticket::Article::Type.find_by(name: 'email'),
updated_by_id: 1,
created_by_id: 1,
created_at: '2017-04-13 15:00',
updated_at: '2017-04-13 15:00',
)
# communication 4: INVALID waiting time 1 hour (because internal)
Ticket::Article.create(
ticket_id: ticket1.id,
from: 'a@example.com',
to: 'a@example.com',
subject: 'com test 1',
message_id: 'some@id_com_1',
body: 'some message 123',
internal: true,
sender: Ticket::Article::Sender.find_by(name: 'Customer'),
type: Ticket::Article::Type.find_by(name: 'email'),
updated_by_id: 1,
created_by_id: 1,
created_at: '2017-04-13 15:00',
updated_at: '2017-04-13 15:00',
)
Ticket::Article.create(
ticket_id: ticket1.id,
from: 'a@example.com',
to: 'a@example.com',
subject: 'com test 1',
message_id: 'some@id_com_1',
body: 'some message 123',
internal: true,
sender: Ticket::Article::Sender.find_by(name: 'System'),
type: Ticket::Article::Type.find_by(name: 'email'),
updated_by_id: 1,
created_by_id: 1,
created_at: '2017-04-13 15:10',
updated_at: '2017-04-13 15:10',
)
average_time = Stats::TicketWaitingTime.calculate_average([ticket1, ticket1], '2017-04-13 00:00:00')
assert_equal(60 * 60 * 6 * 2, average_time)
end
end