Reorganized object observers.

app/models/channel/email_parser.rb

@@ -387,7 +387,7 @@ class Channel::EmailParser
     end
 
     # execute ticket events
-    Ticket::Observer::Notification.transaction
+    Observer::Ticket::Notification.transaction
 
     # run postmaster post filter
     filters = {

app/models/channel/twitter2.rb

@@ -76,7 +76,7 @@ class Channel::Twitter2
       end
 
       # execute ticket events      
-      Ticket::Observer::Notification.transaction
+      Observer::Ticket::Notification.transaction
     end
   end
 

app/models/observer/history.rb

@@ -1,4 +1,6 @@
-class HistoryObserver < ActiveRecord::Observer
+require 'history'
+
+class Observer::History < ActiveRecord::Observer
   include UserInfo
   observe :ticket, :user, 'ticket::_article'
 

app/models/observer/ticket/close_time.rb

@@ -0,0 +1,21 @@
+class Observer::Ticket::CloseTime < ActiveRecord::Observer
+  observe 'ticket'
+
+  def after_update(record)
+#    puts 'check close time'
+
+    # check if close_time is already set
+    return true if record.close_time
+
+    # check if ticket is closed now
+    ticket_state = Ticket::State.find( record.ticket_state_id )
+    ticket_state_type = Ticket::StateType.find( ticket_state.ticket_state_type_id )
+    return true if ticket_state_type.name != 'closed'
+
+    # set close_time
+    record.close_time = Time.now
+
+    # save ticket
+    record.save
+  end
+end  

app/models/observer/ticket/first_response.rb

@@ -0,0 +1,25 @@
+class Observer::Ticket::FirstResponse < ActiveRecord::Observer
+  observe 'ticket::_article'
+
+  def after_create(record)
+#    puts 'check first response'
+
+    # if article in internal
+    return true if record.internal
+
+    # if sender is not agent
+    return true if record.ticket_article_sender.name != 'Agent'
+
+    # if article is a message to customer
+    return true if !record.ticket_article_type.communication
+
+    # check if first_response is already set
+    return true if record.ticket.first_response
+
+    # set first_response
+    record.ticket.first_response = Time.now
+
+    # save ticket
+    record.ticket.save
+  end
+end  

app/models/observer/ticket/last_contact.rb

@@ -0,0 +1,43 @@
+class Observer::Ticket::LastContact < ActiveRecord::Observer
+  observe 'ticket::_article'
+
+  def after_create(record)
+#    puts 'check last contact'
+
+    # if article in internal
+    return true if record.internal
+
+    # if article is a message to customer
+    return true if !record.ticket_article_type.communication
+
+    # if sender is not customer
+    if record.ticket_article_sender.name == 'Customer'
+
+      # check if last communication is done by agent, else do not set last_contact_customer
+      if record.ticket.last_contact_customer == nil ||
+        record.ticket.last_contact_agent == nil ||
+        record.ticket.last_contact_agent.to_i > record.ticket.last_contact_customer.to_i
+        record.ticket.last_contact_customer = Time.now
+
+        # set last_contact
+        record.ticket.last_contact = Time.now
+
+        # save ticket
+        record.ticket.save
+      end
+    end
+
+    # if sender is not agent
+    if record.ticket_article_sender.name == 'Agent'
+
+      # set last_contact_agent
+      record.ticket.last_contact_agent = Time.now
+
+      # set last_contact
+      record.ticket.last_contact = Time.now
+
+      # save ticket
+      record.ticket.save
+    end
+  end
+end  

app/models/observer/ticket/notification.rb

@@ -0,0 +1,274 @@
+class Observer::Ticket::Notification < ActiveRecord::Observer
+  observe :ticket, 'ticket::_article'
+
+  @@event_buffer = []
+
+  def self.transaction
+    
+#    puts '@@event_buffer'
+#    puts @@event_buffer.inspect
+    @@event_buffer.each { |event|
+
+      # get current state of objects
+      if event[:name] == 'Ticket::Article'
+        article = Ticket::Article.find( event[:id] )
+        ticket  = article.ticket
+      else
+        ticket  = Ticket.find( event[:id] )
+        article = ticket.articles[-1]
+      end
+
+      # send new ticket notification to agents
+      if event[:name] == 'Ticket' && event[:type] == 'create'
+
+        puts 'send new ticket notify to agent'
+        send_notify(
+          {
+            :event     => event,
+            :recipient => 'to_work_on', # group|owner|to_work_on|customer
+            :subject   => 'New Ticket (#{ticket.title})',
+            :body      => 'Hi #{recipient.firstname},
+
+a new Ticket (#{ticket.title}) via #{article.ticket_article_type.name}.
+
+Group: #{ticket.group.name}
+Owner: #{ticket.owner.firstname} #{ticket.owner.lastname}
+State: #{ticket.ticket_state.name}
+
+From: #{article.from}
+<snip>
+#{article.body}
+</snip>
+
+#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}/#{article.id}
+'
+          },
+          ticket,
+          article
+        )
+      end
+
+      # send new ticket notification to customers
+      if event[:name] == 'Ticket' && event[:type] == 'create'
+
+        # only for incoming emails
+        next if article.ticket_article_type.name != 'email'
+
+        puts 'send new ticket notify to customer'
+        send_notify(
+          {
+            :event     => event,
+            :recipient => 'customer', # group|owner|to_work_on|customer
+            :subject   => 'New Ticket has been created! (#{ticket.title})',
+            :body      => 'Thanks for your email. A new ticket has been created.
+
+You wrote:
+<snip>
+#{article.body}
+</snip>
+
+Your email will be answered by a human ASAP
+
+Have fun with Zammad! :-)
+
+Your Zammad Team
+'
+          },
+          ticket,
+          article
+        )
+      end
+
+      # send follow up notification
+      if event[:name] == 'Ticket::Article' && event[:type] == 'create'
+
+        # only send article notifications after init article is created (handled by ticket create event)
+        next if ticket.articles.count.to_i <= 1
+
+        puts 'send new ticket::article notify'
+
+        if article.ticket_article_sender.name == 'Customer'
+          send_notify(
+            {
+              :event     => event,
+              :recipient => 'to_work_on', # group|owner|to_work_on|customer
+              :subject   => 'Follow Up (#{ticket.title})',
+              :body      => 'Hi #{recipient.firstname},
+
+a follow Up (#{ticket.title}) via #{article.ticket_article_type.name}.
+
+Group: #{ticket.group.name}
+Owner: #{ticket.owner.firstname} #{ticket.owner.lastname}
+State: #{ticket.ticket_state.name}
+
+From: #{article.from}
+<snip>
+#{article.body}
+</snip>
+
+#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}/#{article.id}
+'
+            },
+            ticket,
+            article
+          )
+        end
+        
+        # send new note notification to owner
+        # if agent == created.id
+        if article.ticket_article_sender.name == 'Agent' && article.created_by_id != article.ticket.owner_id
+          send_notify(
+            {
+              :event     => event,
+              :recipient => 'owner', # group|owner|to_work_on
+              :subject   => 'Updated (#{ticket.title})',
+              :body      => 'Hi #{recipient.firstname},
+              
+updated (#{ticket.title}) via #{article.ticket_article_type.name}.
+
+Group: #{ticket.group.name}
+Owner: #{ticket.owner.firstname} #{ticket.owner.lastname}
+State: #{ticket.ticket_state.name}
+
+From: #{article.from}
+<snip>
+#{article.body}
+</snip>
+
+#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}/#{article.id}
+'
+            },
+            ticket,
+            article
+          )
+        end
+      end
+    }
+    
+    # reset buffer
+    @@event_buffer = []
+  end
+
+  def self.send_notify(data, ticket, article)
+
+    # find recipients
+    recipients = []
+
+    # group of agents to work on
+    if data[:recipient] == 'group'
+      recipients = ticket.agent_of_group()
+
+    # owner
+    elsif data[:recipient] == 'owner'
+      if ticket.owner_id != 1
+        recipients.push ticket.owner
+      end
+
+    # customer
+    elsif data[:recipient] == 'customer'
+      if ticket.customer_id != 1
+# temporarily disabled        
+#        recipients.push ticket.customer
+      end
+
+    # owner or group of agents to work on
+    elsif data[:recipient] == 'to_work_on'
+      if ticket.owner_id != 1
+        recipients.push ticket.owner
+      else
+        recipients = ticket.agent_of_group()
+      end
+    end
+
+    # send notifications
+    recipient_list = ''
+    notification_subject = ''
+    recipients.each do |user|
+      next if !user.email || user.email == ''
+
+      # add recipient_list
+      if recipient_list != ''
+        recipient_list += ','
+      end
+      recipient_list += user.email.to_s
+
+      # prepare subject & body
+      notification = {}
+      [:subject, :body].each { |key|
+        notification[key.to_sym] = NotificationFactory.build(
+          :string  => data[key.to_sym],
+          :objects => {
+            :ticket    => ticket,
+            :article   => article,
+            :recipient => user,
+          }
+        )
+      }
+      notification_subject = notification[:subject]
+
+      # rebuild subject
+      notification[:subject] = ticket.subject_build( notification[:subject] )
+
+      # send notification
+      NotificationFactory.send(
+        :recipient => user,
+        :subject   => notification[:subject],
+        :body      => notification[:body]
+      )
+    end
+
+    # add history record
+    if recipient_list != ''
+      History.history_create(
+        :o_id                   => ticket.id,
+        :history_type           => 'notification',
+        :history_object         => 'Ticket',
+        :value_from             => notification_subject,
+        :value_to               => recipient_list,
+        :created_by_id          => article.created_by_id || 1
+      )
+    end
+  end
+
+  def after_create(record)
+#    puts 'CREATED!!!!'
+#    puts record.inspect
+    e = {
+      :name => record.class.name,
+      :type => 'create',
+      :data => record,
+      :id   => record.id,
+    }
+    @@event_buffer.push e
+  end
+
+  def before_update(record)
+    puts 'before_update'
+    current = record.class.find(record.id)
+
+    # do not send anything if nothing has changed
+    return if current.attributes == record.attributes
+  
+#    puts 'UPDATE!!!!!!!!'
+#    puts 'current'
+#    puts current.inspect
+#    puts 'record'
+#    puts record.inspect
+
+    e = {
+      :name => record.class.name,
+      :type => 'update',
+      :data => record,
+      :id   => record.id,
+    }
+    @@event_buffer.push e
+  end
+
+  def after_update(record)
+#    puts 'after_update'
+#    puts record.inspect
+#    puts '-----'
+#    puts @a.inspect
+#    AuditTrail.new(record, "UPDATED")
+  end
+end

app/models/observer/ticket/user_ticket_counter.rb

@@ -0,0 +1,25 @@
+class Observer::Ticket::UserTicketCounter < ActiveRecord::Observer
+  observe 'ticket'
+
+  def after_create(record)
+    user_ticket_counter_update(record)
+  end
+  def after_update(record)
+    user_ticket_counter_update(record)
+  end
+
+  def user_ticket_counter_update(record)
+    return if !record.customer_id
+
+    ticket_state_list_open   = Ticket::State.where( :ticket_state_type_id => Ticket::StateType.where(:name => ['new','open', 'pending reminder', 'pending action']) )
+    ticket_state_list_closed = Ticket::State.where( :ticket_state_type_id => Ticket::StateType.where(:name => ['closed'] ) )
+
+    tickets_open   = Ticket.where( :customer_id => record.customer_id, :ticket_state_id => ticket_state_list_open ).count()
+    tickets_closed = Ticket.where( :customer_id => record.customer_id, :ticket_state_id => ticket_state_list_closed ).count()
+
+    customer = User.find( record.customer_id )
+    customer[:preferences][:tickets_open]   = tickets_open
+    customer[:preferences][:tickets_closed] = tickets_closed
+    customer.save
+  end
+end

test/unit/history_test.rb

@@ -141,7 +141,7 @@ class HistoryTest < ActiveSupport::TestCase
       end
  
       # execute ticket events      
-      Ticket::Observer::Notification.transaction
+      Observer::Ticket::Notification.transaction
 
       # remember ticket
       tickets.push ticket