Refactoring: Migrate Rails Observers to Concerns.

.rubocop/todo.yml

@@ -138,6 +138,18 @@ Metrics/AbcSize:
     - 'app/models/concerns/has_rich_text.rb'
     - 'app/models/concerns/has_search_index_backend.rb'
     - 'app/models/concerns/has_search_sortable.rb'
+    - 'app/models/concerns/ticket/article/adds_metadata_email.rb'
+    - 'app/models/concerns/ticket/article/adds_metadata_general.rb'
+    - 'app/models/concerns/ticket/article/adds_metadata_origin_by_id.rb'
+    - 'app/models/concerns/ticket/article/enqueue_communicate_email_job.rb'
+    - 'app/models/concerns/ticket/article/enqueue_communicate_facebook_job.rb'
+    - 'app/models/concerns/ticket/article/enqueue_communicate_sms_job.rb'
+    - 'app/models/concerns/ticket/article/enqueue_communicate_telegram_job.rb'
+    - 'app/models/concerns/ticket/article/enqueue_communicate_twitter_job.rb'
+    - 'app/models/concerns/ticket/article/resets_ticket_state.rb'
+    - 'app/models/concerns/ticket/sets_last_owner_update_time.rb'
+    - 'app/models/concerns/ticket/touches_associations.rb'
+    - 'app/models/concerns/user/performs_geo_lookup.rb'
     - 'app/models/cti/caller_id.rb'
     - 'app/models/cti/driver/base.rb'
     - 'app/models/cti/driver/placetel.rb'
@@ -156,19 +168,7 @@ Metrics/AbcSize:
     - 'app/models/link.rb'
     - 'app/models/object_manager/attribute.rb'
     - 'app/models/observer/chat/leave/background_job.rb'
-    - 'app/models/observer/ticket/article/communicate_email.rb'
-    - 'app/models/observer/ticket/article/communicate_facebook.rb'
-    - 'app/models/observer/ticket/article/communicate_sms.rb'
-    - 'app/models/observer/ticket/article/communicate_telegram.rb'
-    - 'app/models/observer/ticket/article/communicate_twitter.rb'
-    - 'app/models/observer/ticket/article/fillup_from_email.rb'
-    - 'app/models/observer/ticket/article/fillup_from_general.rb'
-    - 'app/models/observer/ticket/article/fillup_from_origin_by_id.rb'
-    - 'app/models/observer/ticket/last_owner_update.rb'
-    - 'app/models/observer/ticket/ref_object_touch.rb'
-    - 'app/models/observer/ticket/reset_new_state.rb'
     - 'app/models/observer/transaction.rb'
-    - 'app/models/observer/user/geo.rb'
     - 'app/models/online_notification.rb'
     - 'app/models/online_notification/assets.rb'
     - 'app/models/organization/assets.rb'
@@ -533,6 +533,17 @@ Metrics/CyclomaticComplexity:
     - 'app/models/concerns/has_rich_text.rb'
     - 'app/models/concerns/has_search_index_backend.rb'
     - 'app/models/concerns/has_search_sortable.rb'
+    - 'app/models/concerns/ticket/article/adds_metadata_email.rb'
+    - 'app/models/concerns/ticket/article/adds_metadata_general.rb'
+    - 'app/models/concerns/ticket/article/adds_metadata_origin_by_id.rb'
+    - 'app/models/concerns/ticket/article/enqueue_communicate_email_job.rb'
+    - 'app/models/concerns/ticket/article/enqueue_communicate_facebook_job.rb'
+    - 'app/models/concerns/ticket/article/enqueue_communicate_sms_job.rb'
+    - 'app/models/concerns/ticket/article/enqueue_communicate_twitter_job.rb'
+    - 'app/models/concerns/ticket/article/resets_ticket_state.rb'
+    - 'app/models/concerns/ticket/sets_last_owner_update_time.rb'
+    - 'app/models/concerns/ticket/touches_associations.rb'
+    - 'app/models/concerns/user/performs_geo_lookup.rb'
     - 'app/models/cti/caller_id.rb'
     - 'app/models/cti/driver/base.rb'
     - 'app/models/cti/driver/placetel.rb'
@@ -545,18 +556,7 @@ Metrics/CyclomaticComplexity:
     - 'app/models/karma/activity_log.rb'
     - 'app/models/knowledge_base.rb'
     - 'app/models/object_manager/attribute.rb'
-    - 'app/models/observer/ticket/article/communicate_email.rb'
-    - 'app/models/observer/ticket/article/communicate_facebook.rb'
-    - 'app/models/observer/ticket/article/communicate_sms.rb'
-    - 'app/models/observer/ticket/article/communicate_twitter.rb'
-    - 'app/models/observer/ticket/article/fillup_from_email.rb'
-    - 'app/models/observer/ticket/article/fillup_from_general.rb'
-    - 'app/models/observer/ticket/article/fillup_from_origin_by_id.rb'
-    - 'app/models/observer/ticket/last_owner_update.rb'
-    - 'app/models/observer/ticket/ref_object_touch.rb'
-    - 'app/models/observer/ticket/reset_new_state.rb'
     - 'app/models/observer/transaction.rb'
-    - 'app/models/observer/user/geo.rb'
     - 'app/models/online_notification/assets.rb'
     - 'app/models/organization/assets.rb'
     - 'app/models/organization/search.rb'
@@ -763,6 +763,16 @@ Metrics/PerceivedComplexity:
     - 'app/models/concerns/has_rich_text.rb'
     - 'app/models/concerns/has_search_index_backend.rb'
     - 'app/models/concerns/has_search_sortable.rb'
+    - 'app/models/concerns/ticket/article/adds_metadata_email.rb'
+    - 'app/models/concerns/ticket/article/adds_metadata_general.rb'
+    - 'app/models/concerns/ticket/article/adds_metadata_origin_by_id.rb'
+    - 'app/models/concerns/ticket/article/enqueue_communicate_email_job.rb'
+    - 'app/models/concerns/ticket/article/enqueue_communicate_facebook_job.rb'
+    - 'app/models/concerns/ticket/article/enqueue_communicate_twitter_job.rb'
+    - 'app/models/concerns/ticket/article/resets_ticket_state.rb'
+    - 'app/models/concerns/ticket/sets_last_owner_update_time.rb'
+    - 'app/models/concerns/ticket/touches_associations.rb'
+    - 'app/models/concerns/user/performs_geo_lookup.rb'
     - 'app/models/cti/caller_id.rb'
     - 'app/models/cti/driver/base.rb'
     - 'app/models/cti/driver/placetel.rb'
@@ -775,16 +785,6 @@ Metrics/PerceivedComplexity:
     - 'app/models/karma/activity_log.rb'
     - 'app/models/knowledge_base.rb'
     - 'app/models/object_manager/attribute.rb'
-    - 'app/models/observer/ticket/article/communicate_email.rb'
-    - 'app/models/observer/ticket/article/communicate_facebook.rb'
-    - 'app/models/observer/ticket/article/communicate_sms.rb'
-    - 'app/models/observer/ticket/article/communicate_twitter.rb'
-    - 'app/models/observer/ticket/article/fillup_from_email.rb'
-    - 'app/models/observer/ticket/article/fillup_from_general.rb'
-    - 'app/models/observer/ticket/article/fillup_from_origin_by_id.rb'
-    - 'app/models/observer/ticket/last_owner_update.rb'
-    - 'app/models/observer/ticket/ref_object_touch.rb'
-    - 'app/models/observer/ticket/reset_new_state.rb'
     - 'app/models/observer/transaction.rb'
     - 'app/models/online_notification/assets.rb'
     - 'app/models/organization/assets.rb'

app/models/concerns/tag/writes_to_ticket_history.rb

@@ -0,0 +1,41 @@
+# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+
+# Records added/removed tags also in the ticket history.
+module Tag::WritesToTicketHistory
+  extend ActiveSupport::Concern
+
+  included do
+    after_create  :write_tag_added_to_ticket_history
+    after_destroy :write_tag_removed_to_ticket_history
+  end
+
+  private
+
+  def write_tag_added_to_ticket_history
+
+    return true if tag_object.name != 'Ticket'
+
+    History.add(
+      o_id:              o_id,
+      history_type:      'added',
+      history_object:    'Ticket',
+      history_attribute: 'tag',
+      value_to:          tag_item.name,
+      created_by_id:     created_by_id,
+    )
+  end
+
+  def write_tag_removed_to_ticket_history
+
+    return true if tag_object.name != 'Ticket'
+
+    History.add(
+      o_id:              o_id,
+      history_type:      'removed',
+      history_object:    'Ticket',
+      history_attribute: 'tag',
+      value_to:          tag_item.name,
+      created_by_id:     created_by_id,
+    )
+  end
+end

app/models/concerns/ticket/article/adds_metadata_email.rb

@@ -1,9 +1,16 @@
 # Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
 
-class Observer::Ticket::Article::FillupFromEmail < ActiveRecord::Observer
-  observe 'ticket::_article'
+# Adds certain (missing) meta data when creating email articles.
+module Ticket::Article::AddsMetadataEmail
+  extend ActiveSupport::Concern
 
-  def before_create(record)
+  included do
+    before_create :ticket_article_add_metadata_email
+  end
+
+  private
+
+  def ticket_article_add_metadata_email
 
     # return if we run import mode
     return true if Setting.get('import_mode')
@@ -13,36 +20,36 @@ class Observer::Ticket::Article::FillupFromEmail < ActiveRecord::Observer
     return if ApplicationHandleInfo.postmaster?
 
     # if sender is customer, do not change anything
-    return true if !record.sender_id
+    return true if !sender_id
 
-    sender = Ticket::Article::Sender.lookup(id: record.sender_id)
+    sender = Ticket::Article::Sender.lookup(id: sender_id)
     return true if sender.nil?
     return true if sender.name == 'Customer'
 
     # set email attributes
-    return true if !record.type_id
+    return true if !type_id
 
-    type = Ticket::Article::Type.lookup(id: record.type_id)
+    type = Ticket::Article::Type.lookup(id: type_id)
     return true if type.nil?
     return true if type.name != 'email'
 
     # set subject if empty
-    ticket = record.ticket
-    if !record.subject || record.subject == ''
-      record.subject = ticket.title
+    ticket = self.ticket
+    if !subject || subject == ''
+      self.subject = ticket.title
     end
 
     # clean subject
-    record.subject = ticket.subject_clean(record.subject)
+    self.subject = ticket.subject_clean(subject)
 
     # generate message id, force it in production, in test allow to set it for testing reasons
-    if !record.message_id || Rails.env.production?
+    if !message_id || Rails.env.production?
       fqdn = Setting.get('fqdn')
-      record.message_id = "<#{DateTime.current.to_s(:number)}.#{record.ticket_id}.#{rand(999_999_999_999)}@#{fqdn}>"
+      self.message_id = "<#{DateTime.current.to_s(:number)}.#{ticket_id}.#{rand(999_999_999_999)}@#{fqdn}>"
     end
 
     # generate message_id_md5
-    record.check_message_id_md5
+    check_message_id_md5
 
     # set sender
     email_address = ticket.group.email_address
@@ -51,20 +58,20 @@ class Observer::Ticket::Article::FillupFromEmail < ActiveRecord::Observer
     end
 
     # remember email address for background job
-    record.preferences['email_address_id'] = email_address.id
+    preferences['email_address_id'] = email_address.id
 
     # fill from
-    if record.created_by_id != 1 && Setting.get('ticket_define_email_from') == 'AgentNameSystemAddressName'
+    if created_by_id != 1 && Setting.get('ticket_define_email_from') == 'AgentNameSystemAddressName'
       separator   = Setting.get('ticket_define_email_from_separator')
-      sender      = User.find(record.created_by_id)
+      sender      = User.find(created_by_id)
       realname    = "#{sender.firstname} #{sender.lastname} #{separator} #{email_address.realname}"
-      record.from = Channel::EmailBuild.recipient_line(realname, email_address.email)
+      self.from = Channel::EmailBuild.recipient_line(realname, email_address.email)
     elsif Setting.get('ticket_define_email_from') == 'AgentName'
-      sender      = User.find(record.created_by_id)
+      sender      = User.find(created_by_id)
       realname    = "#{sender.firstname} #{sender.lastname}"
-      record.from = Channel::EmailBuild.recipient_line(realname, email_address.email)
+      self.from = Channel::EmailBuild.recipient_line(realname, email_address.email)
     else
-      record.from = Channel::EmailBuild.recipient_line(email_address.realname, email_address.email)
+      self.from = Channel::EmailBuild.recipient_line(email_address.realname, email_address.email)
     end
     true
   end

app/models/concerns/ticket/article/adds_metadata_general.rb

@@ -1,9 +1,17 @@
 # Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
 
-class Observer::Ticket::Article::FillupFromGeneral < ActiveRecord::Observer
-  observe 'ticket::_article'
+# Adds certain (missing) meta data when creating articles.
+# This module depends on AddsMetadataOriginById to run before it.
+module Ticket::Article::AddsMetadataGeneral
+  extend ActiveSupport::Concern
 
-  def before_create(record)
+  included do
+    before_create :ticket_article_add_metadata_general
+  end
+
+  private
+
+  def ticket_article_add_metadata_general
 
     # return if we run import mode
     return true if Setting.get('import_mode')
@@ -13,9 +21,9 @@ class Observer::Ticket::Article::FillupFromGeneral < ActiveRecord::Observer
     return true if ApplicationHandleInfo.postmaster?
 
     # set from on all article types excluding email|twitter status|twitter direct-message|facebook feed post|facebook feed comment
-    return true if record.type_id.blank?
+    return true if type_id.blank?
 
-    type = Ticket::Article::Type.lookup(id: record.type_id)
+    type = Ticket::Article::Type.lookup(id: type_id)
 
     # from will be set by channel backend
     return true if type.nil?
@@ -26,31 +34,31 @@ class Observer::Ticket::Article::FillupFromGeneral < ActiveRecord::Observer
     return true if type.name == 'facebook feed comment'
     return true if type.name == 'sms'
 
-    user_id = record.created_by_id
+    user_id = created_by_id
 
-    if record.origin_by_id.present?
+    if origin_by_id.present?
 
       # in case the customer is using origin_by_id, force it to current session user
       # and set sender to Customer
-      if !record.created_by.permissions?('ticket.agent')
-        record.origin_by_id = record.created_by_id
-        record.sender_id = Ticket::Article::Sender.lookup(name: 'Customer').id
+      if !created_by.permissions?('ticket.agent')
+        self.origin_by_id = created_by_id
+        self.sender_id = Ticket::Article::Sender.lookup(name: 'Customer').id
       end
 
       # in case origin_by is different than created_by, set sender to Customer
       # Customer in context of this conversation, not as a permission
-      if record.origin_by != record.created_by_id
-        record.sender_id = Ticket::Article::Sender.lookup(name: 'Customer').id
-        user_id = record.origin_by_id
+      if origin_by != created_by_id
+        self.sender_id = Ticket::Article::Sender.lookup(name: 'Customer').id
+        user_id = origin_by_id
       end
     end
     return true if user_id.blank?
 
     user = User.find(user_id)
     if type.name == 'web' || type.name == 'phone'
-      record.from = "#{user.firstname} #{user.lastname} <#{user.email}>"
+      self.from = "#{user.firstname} #{user.lastname} <#{user.email}>"
       return
     end
-    record.from = "#{user.firstname} #{user.lastname}"
+    self.from = "#{user.firstname} #{user.lastname}"
   end
 end

app/models/concerns/ticket/article/adds_metadata_origin_by_id.rb

@@ -0,0 +1,34 @@
+# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+
+# Adds origin_by_id field (if missing) when creating articles.
+module Ticket::Article::AddsMetadataOriginById
+  extend ActiveSupport::Concern
+
+  included do
+    before_create :ticket_article_add_metadata_origin_by_id
+  end
+
+  private
+
+  def ticket_article_add_metadata_origin_by_id
+
+    # return if we run import mode
+    return true if Setting.get('import_mode')
+
+    # only do fill origin_by_id if article got created via application_server (e. g. not
+    # if article and sender type is set via *.postmaster)
+    return true if ApplicationHandleInfo.postmaster?
+
+    # check if origin_by_id exists
+    return true if origin_by_id.present?
+    return true if ticket.blank?
+    return true if ticket.customer_id.blank?
+    return true if sender_id.blank?
+    return true if sender.name != 'Customer'
+
+    type_name = type.name
+    return true if type_name != 'phone' && type_name != 'note' && type_name != 'web'
+
+    self.origin_by_id = ticket.customer_id
+  end
+end

app/models/concerns/ticket/article/enqueue_communicate_email_job.rb

@@ -1,9 +1,16 @@
 # Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
 
-class Observer::Ticket::Article::CommunicateEmail < ActiveRecord::Observer
-  observe 'ticket::_article'
+# Schedules a backgrond communication job for new email articles.
+module Ticket::Article::EnqueueCommunicateEmailJob
+  extend ActiveSupport::Concern
 
-  def after_create(record)
+  included do
+    after_create :ticket_article_enqueue_communicate_email_job
+  end
+
+  private
+
+  def ticket_article_enqueue_communicate_email_job
 
     # return if we run import mode
     return true if Setting.get('import_mode')
@@ -13,20 +20,20 @@ class Observer::Ticket::Article::CommunicateEmail < ActiveRecord::Observer
     return true if ApplicationHandleInfo.postmaster?
 
     # if sender is customer, do not communicate
-    return true if !record.sender_id
+    return true if !sender_id
 
-    sender = Ticket::Article::Sender.lookup(id: record.sender_id)
+    sender = Ticket::Article::Sender.lookup(id: sender_id)
     return true if sender.nil?
     return true if sender.name == 'Customer'
 
     # only apply on emails
-    return true if !record.type_id
+    return true if !type_id
 
-    type = Ticket::Article::Type.lookup(id: record.type_id)
+    type = Ticket::Article::Type.lookup(id: type_id)
     return true if type.nil?
     return true if type.name != 'email'
 
     # send background job
-    TicketArticleCommunicateEmailJob.perform_later(record.id)
+    TicketArticleCommunicateEmailJob.perform_later(id)
   end
 end

app/models/concerns/ticket/article/enqueue_communicate_facebook_job.rb

@@ -1,8 +1,16 @@
 # Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
-class Observer::Ticket::Article::CommunicateFacebook < ActiveRecord::Observer
-  observe 'ticket::_article'
 
-  def after_create(record)
+# Schedules a backgrond communication job for new facebook articles.
+module Ticket::Article::EnqueueCommunicateFacebookJob
+  extend ActiveSupport::Concern
+
+  included do
+    after_create :ticket_article_enqueue_communicate_facebook_job
+  end
+
+  private
+
+  def ticket_article_enqueue_communicate_facebook_job
 
     # return if we run import mode
     return true if Setting.get('import_mode')
@@ -12,20 +20,20 @@ class Observer::Ticket::Article::CommunicateFacebook < ActiveRecord::Observer
     return true if ApplicationHandleInfo.postmaster?
 
     # if sender is customer, do not communicate
-    return true if !record.sender_id
+    return true if !sender_id
 
-    sender = Ticket::Article::Sender.lookup(id: record.sender_id)
+    sender = Ticket::Article::Sender.lookup(id: sender_id)
     return true if sender.nil?
     return true if sender.name == 'Customer'
 
     # only apply for facebook
-    return true if !record.type_id
+    return true if !type_id
 
-    type = Ticket::Article::Type.lookup(id: record.type_id)
+    type = Ticket::Article::Type.lookup(id: type_id)
     return true if type.nil?
     return true if !type.name.start_with?('facebook')
 
-    CommunicateFacebookJob.perform_later(record.id)
+    CommunicateFacebookJob.perform_later(id)
   end
 
 end

app/models/concerns/ticket/article/enqueue_communicate_sms_job.rb

@@ -0,0 +1,34 @@
+# Copyright (C) 2012-2021 Zammad Foundation, http://zammad-foundation.org/
+
+# Schedules a backgrond communication job for new SMS articles.
+module Ticket::Article::EnqueueCommunicateSmsJob
+  extend ActiveSupport::Concern
+
+  included do
+    after_create :ticket_article_enqueue_communicate_sms_job
+  end
+
+  private
+
+  def ticket_article_enqueue_communicate_sms_job
+
+    # return if we run import mode
+    return true if Setting.get('import_mode')
+
+    # if sender is customer, do not communicate
+    return true if !sender_id
+
+    sender = Ticket::Article::Sender.lookup(id: sender_id)
+    return true if sender.nil?
+    return true if sender.name == 'Customer'
+
+    # only apply on sms
+    return true if !type_id
+
+    type = Ticket::Article::Type.lookup(id: type_id)
+    return true if type.nil?
+    return true if type.name != 'sms'
+
+    CommunicateSmsJob.perform_later(id)
+  end
+end

app/models/concerns/ticket/article/enqueue_communicate_telegram_job.rb

@@ -0,0 +1,34 @@
+# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+
+# Schedules a backgrond communication job for new telegram articles.
+module Ticket::Article::EnqueueCommunicateTelegramJob
+  extend ActiveSupport::Concern
+
+  included do
+    after_create :ticket_article_enqueue_communicate_telegram_job
+  end
+
+  private
+
+  def ticket_article_enqueue_communicate_telegram_job
+
+    # return if we run import mode
+    return true if Setting.get('import_mode')
+
+    # if sender is customer, do not communicate
+    return true if !sender_id
+
+    sender = Ticket::Article::Sender.lookup(id: sender_id)
+    return true if sender.nil?
+    return true if sender.name == 'Customer'
+
+    # only apply on telegram messages
+    return true if !type_id
+
+    type = Ticket::Article::Type.lookup(id: type_id)
+    return true if !type.name.match?(/\Atelegram/i)
+
+    CommunicateTelegramJob.perform_later(id)
+  end
+
+end

app/models/concerns/ticket/article/enqueue_communicate_twitter_job.rb

@@ -1,9 +1,16 @@
 # Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
 
-class Observer::Ticket::Article::CommunicateTwitter < ActiveRecord::Observer
-  observe 'ticket::_article'
+# Schedules a backgrond communication job for new twitter articles.
+module Ticket::Article::EnqueueCommunicateTwitterJob
+  extend ActiveSupport::Concern
 
-  def after_create(record)
+  included do
+    after_create :ticket_article_enqueue_communicate_twitter_job
+  end
+
+  private
+
+  def ticket_article_enqueue_communicate_twitter_job
 
     # return if we run import mode
     return true if Setting.get('import_mode')
@@ -13,22 +20,22 @@ class Observer::Ticket::Article::CommunicateTwitter < ActiveRecord::Observer
     return true if ApplicationHandleInfo.postmaster?
 
     # if sender is customer, do not communicate
-    return true if !record.sender_id
+    return true if !sender_id
 
-    sender = Ticket::Article::Sender.lookup(id: record.sender_id)
+    sender = Ticket::Article::Sender.lookup(id: sender_id)
     return true if sender.nil?
     return true if sender.name == 'Customer'
 
     # only apply on tweets
-    return true if !record.type_id
+    return true if !type_id
 
-    type = Ticket::Article::Type.lookup(id: record.type_id)
+    type = Ticket::Article::Type.lookup(id: type_id)
     return true if type.nil?
     return true if !type.name.match?(/\Atwitter/i)
 
-    raise Exceptions::UnprocessableEntity, 'twitter to: parameter is missing' if record.to.blank? && type['name'] == 'twitter direct-message'
+    raise Exceptions::UnprocessableEntity, 'twitter to: parameter is missing' if to.blank? && type['name'] == 'twitter direct-message'
 
-    CommunicateTwitterJob.perform_later(record.id)
+    CommunicateTwitterJob.perform_later(id)
   end
 
 end

app/models/concerns/ticket/article/resets_ticket_state.rb

@@ -1,9 +1,16 @@
 # Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
 
-class Observer::Ticket::ResetNewState < ActiveRecord::Observer
-  observe 'ticket::_article'
+# Reopens the ticket in case certain new articles are created.
+module Ticket::Article::ResetsTicketState
+  extend ActiveSupport::Concern
 
-  def after_create(record)
+  included do
+    after_create :ticket_article_reset_ticket_state
+  end
+
+  private
+
+  def ticket_article_reset_ticket_state
 
     # return if we run import mode
     return true if Setting.get('import_mode')
@@ -12,16 +19,16 @@ class Observer::Ticket::ResetNewState < ActiveRecord::Observer
     return true if ApplicationHandleInfo.postmaster?
 
     # if article in internal
-    return true if record.internal
+    return true if internal
 
     # if sender is agent
-    return true if Ticket::Article::Sender.lookup(id: record.sender_id).name != 'Agent'
+    return true if Ticket::Article::Sender.lookup(id: sender_id).name != 'Agent'
 
     # if article is a message to customer
-    return true if !Ticket::Article::Type.lookup(id: record.type_id).communication
+    return true if !Ticket::Article::Type.lookup(id: type_id).communication
 
     # if current ticket state is still new
-    ticket = Ticket.find_by(id: record.ticket_id)
+    ticket = Ticket.find_by(id: ticket_id)
     return true if !ticket
 
     new_state = Ticket::State.find_by(default_create: true)

app/models/concerns/ticket/calls_stats_ticket_reopen_log.rb

@@ -0,0 +1,23 @@
+# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+
+require_dependency 'stats/ticket_reopen'
+
+# Adds new and updated tickets to the reopen log processing.
+module Ticket::CallsStatsTicketReopenLog
+  extend ActiveSupport::Concern
+
+  included do
+    before_create :ticket_call_stats_ticket_reopen_log
+    before_update :ticket_call_stats_ticket_reopen_log
+  end
+
+  private
+
+  def ticket_call_stats_ticket_reopen_log
+
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
+    Stats::TicketReopen.log('Ticket', id, saved_changes, updated_by_id)
+  end
+end

app/models/concerns/ticket/enqueues_user_ticket_counter_job.rb

@@ -0,0 +1,30 @@
+# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+
+# Adds a background job to update the user's ticket counter on ticket changes.
+module Ticket::EnqueuesUserTicketCounterJob
+  extend ActiveSupport::Concern
+
+  included do
+    after_commit :enqueue_user_ticket_counter_job
+  end
+
+  private
+
+  def enqueue_user_ticket_counter_job
+    # return if we run import mode
+    return true if Setting.get('import_mode')
+
+    return true if BulkImportInfo.enabled?
+
+    return true if destroyed?
+
+    return true if !customer_id
+
+    # send background job
+    TicketUserTicketCounterJob.perform_later(
+      customer_id,
+      UserInfo.current_user_id || updated_by_id,
+    )
+  end
+
+end

app/models/concerns/ticket/resets_pending_time_seconds.rb

@@ -0,0 +1,21 @@
+# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+
+# Ensures pending time is always zero-seconds.
+module Ticket::ResetsPendingTimeSeconds
+  extend ActiveSupport::Concern
+
+  included do
+    before_create :ticket_reset_pending_time_seconds
+    before_update :ticket_reset_pending_time_seconds
+  end
+
+  private
+
+  def ticket_reset_pending_time_seconds
+    return true if pending_time.blank?
+    return true if !pending_time_changed?
+    return true if pending_time.sec.zero?
+
+    self.pending_time = pending_time.change sec: 0
+  end
+end

app/models/concerns/ticket/sets_close_time.rb

@@ -1,34 +1,32 @@
 # Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
 
-class Observer::Ticket::CloseTime < ActiveRecord::Observer
-  observe 'ticket'
+# Adds close time (if missing) when tickets are closed.
+module Ticket::SetsCloseTime
+  extend ActiveSupport::Concern
 
-  def before_create(record)
-    _check(record)
-  end
-
-  def before_update(record)
-    _check(record)
+  included do
+    before_create  :ticket_set_close_time
+    before_update  :ticket_set_close_time
   end
 
   private
 
-  def _check(record)
+  def ticket_set_close_time
 
     # return if we run import mode
     return true if Setting.get('import_mode')
 
     # check if close_at is already set
-    return true if record.close_at
+    return true if close_at
 
     # check if ticket is closed now
-    return true if !record.state_id
+    return true if !state_id
 
-    state = Ticket::State.lookup(id: record.state_id)
+    state = Ticket::State.lookup(id: state_id)
     state_type = Ticket::StateType.lookup(id: state.state_type_id)
     return true if state_type.name != 'closed'
 
     # set close_at
-    record.close_at = Time.zone.now
+    self.close_at = Time.zone.now
   end
 end

app/models/concerns/ticket/sets_last_owner_update_time.rb

@@ -0,0 +1,49 @@
+# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+
+# Adds a last_owner_update time on ticket changes.
+module Ticket::SetsLastOwnerUpdateTime
+  extend ActiveSupport::Concern
+
+  included do
+    before_create  :ticket_set_last_owner_update_time
+    before_update  :ticket_set_last_owner_update_time
+  end
+
+  private
+
+  def ticket_set_last_owner_update_time
+
+    # return if we run import mode
+    return true if Setting.get('import_mode')
+    # check if owner, state or group has changed
+    return true if changes_to_save['owner_id'].blank? && changes_to_save['state_id'].blank? && changes_to_save['group_id'].blank? && changes_to_save['last_contact_agent_at'].blank?
+
+    # check if owner is nobody
+    if changes_to_save['owner_id'].present? && changes_to_save['owner_id'][1] == 1
+      self.last_owner_update_at = nil
+      return true
+    end
+
+    # check if group is change
+    if changes_to_save['group_id'].present?
+      group = Group.lookup(id: changes_to_save['group_id'][1])
+      return true if !group
+
+      if group.assignment_timeout.blank? || group.assignment_timeout.zero?
+        self.last_owner_update_at = nil
+        return true
+      end
+    end
+
+    # check if state is not new/open
+    if changes_to_save['state_id'].present?
+      state_ids = Ticket::State.by_category(:work_on).pluck(:id)
+      if state_ids.exclude?(changes_to_save['state_id'][1])
+        self.last_owner_update_at = nil
+        return true
+      end
+    end
+
+    self.last_owner_update_at = Time.zone.now
+  end
+end

app/models/concerns/ticket/sets_online_notification_seen.rb

@@ -0,0 +1,30 @@
+# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+
+# Schedules a background job to update the user's ticket seen information on ticket changes.
+module Ticket::SetsOnlineNotificationSeen
+  extend ActiveSupport::Concern
+
+  included do
+    after_create  :ticket_set_online_notification_seen
+    after_update  :ticket_set_online_notification_seen
+  end
+
+  private
+
+  def ticket_set_online_notification_seen
+
+    # return if we run import mode
+    return false if Setting.get('import_mode')
+
+    # set seen only if state has changes
+    return false if !saved_changes?
+    return false if saved_changes['state_id'].blank?
+
+    # check if existing online notifications for this ticket should be set to seen
+    return true if !online_notification_seen_state
+
+    # set all online notifications to seen
+    # send background job
+    TicketOnlineNotificationSeenJob.perform_later(id, updated_by_id)
+  end
+end

app/models/concerns/ticket/touches_associations.rb

@@ -0,0 +1,37 @@
+# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+
+# Update assigned customer and organization change_time information on ticket changes.
+module Ticket::TouchesAssociations
+  extend ActiveSupport::Concern
+
+  included do
+    after_create  :ticket_touch_associations
+    after_update  :ticket_touch_associations
+    after_destroy :ticket_touch_associations
+  end
+
+  private
+
+  def ticket_touch_associations
+
+    # return if we run import mode
+    return true if Setting.get('import_mode')
+
+    # touch old customer if changed
+    customer_id_changed = saved_changes['customer_id']
+    if customer_id_changed && customer_id_changed[0] != customer_id_changed[1] && customer_id_changed[0]
+      User.find(customer_id_changed[0]).touch # rubocop:disable Rails/SkipsModelValidations
+    end
+
+    # touch new/current customer
+    customer&.touch # rubocop:disable Rails/SkipsModelValidations
+
+    # touch old organization if changed
+    organization_id_changed = saved_changes['organization_id']
+    if organization_id_changed && organization_id_changed[0] != organization_id_changed[1] && organization_id_changed[0]
+      Organization.find(organization_id_changed[0]).touch # rubocop:disable Rails/SkipsModelValidations
+    end
+
+    organization&.touch # rubocop:disable Rails/SkipsModelValidations
+  end
+end

app/models/concerns/user/performs_geo_lookup.rb

@@ -1,26 +1,23 @@
 # Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
 
-class Observer::User::Geo < ActiveRecord::Observer
-  observe 'user'
+# Perform geo data lookup on user changes.
+module User::PerformsGeoLookup
+  extend ActiveSupport::Concern
 
-  def before_create(record)
-    check_geo(record)
-    true
+  included do
+    before_create :user_check_geo_location
+    before_update :user_check_geo_location
   end
 
-  def before_update(record)
-    check_geo(record)
-    true
-  end
+  private
 
-  # check if geo need to be updated
-  def check_geo(record)
+  def user_check_geo_location
 
     location = %w[address street zip city country]
 
     # check if geo update is needed based on old/new location
-    if record.id
-      current = User.find_by(id: record.id)
+    if id
+      current = User.find_by(id: id)
       return if !current
 
       current_location = {}
@@ -32,27 +29,26 @@ class Observer::User::Geo < ActiveRecord::Observer
     # get full address
     next_location = {}
     location.each do |item|
-      next_location[item] = record[item]
+      next_location[item] = attributes[item]
     end
 
     # return if address hasn't changed and geo data is already available
-    return if (current_location == next_location) && record.preferences['lat'] && record.preferences['lng']
+    return if (current_location == next_location) && preferences['lat'] && preferences['lng']
 
     # geo update
-    geo_update(record)
+    user_update_geo_location
   end
 
-  # update geo data of user
-  def geo_update(record)
+  def user_update_geo_location
     address = ''
     location = %w[address street zip city country]
     location.each do |item|
-      next if record[item].blank?
+      next if attributes[item].blank?
 
       if address.present?
         address += ', '
       end
-      address += record[item]
+      address += attributes[item]
     end
 
     # return if no address is given
@@ -60,10 +56,11 @@ class Observer::User::Geo < ActiveRecord::Observer
 
     # lookup
     latlng = Service::GeoLocation.geocode(address)
+
     return if !latlng
 
     # store data
-    record.preferences['lat'] = latlng[0]
-    record.preferences['lng'] = latlng[1]
+    preferences['lat'] = latlng[0]
+    preferences['lng'] = latlng[1]
   end
 end

app/models/concerns/user/touches_organization.rb

@@ -0,0 +1,36 @@
+# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+
+# Update assigned organization change_time information on user changes.
+module User::TouchesOrganization
+  extend ActiveSupport::Concern
+
+  included do
+    after_create  :touch_user_organization
+    after_update  :touch_user_organization
+    after_destroy :touch_user_organization
+  end
+
+  private
+
+  def touch_user_organization
+
+    # return if we run import mode
+    return true if Setting.get('import_mode')
+
+    organization_id_changed = saved_changes['organization_id']
+    return true if !organization_id_changed
+
+    return true if organization_id_changed[0] == organization_id_changed[1]
+
+    # touch old organization
+    if organization_id_changed[0]
+      old_organization = Organization.find(organization_id_changed[0])
+      old_organization&.touch # rubocop:disable Rails/SkipsModelValidations
+    end
+
+    # touch new/current organization
+    organization&.touch # rubocop:disable Rails/SkipsModelValidations
+
+    true
+  end
+end

app/models/concerns/user/updates_ticket_organization.rb

@@ -0,0 +1,28 @@
+# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+
+# If a user is assigned to another organization, also assign their latest tickets to it.
+module User::UpdatesTicketOrganization
+  extend ActiveSupport::Concern
+
+  included do
+    after_create  :user_update_ticket_organization
+    after_update  :user_update_ticket_organization
+  end
+
+  private
+
+  def user_update_ticket_organization
+
+    # check if organization has changed
+    return true if !saved_change_to_attribute?('organization_id')
+
+    # update last 100 tickets of user
+    tickets = Ticket.where(customer_id: id).limit(100)
+    tickets.each do |ticket|
+      if ticket.organization_id != organization_id
+        ticket.organization_id = organization_id
+        ticket.save
+      end
+    end
+  end
+end

app/models/observer/tag/ticket_history.rb

@@ -1,36 +0,0 @@
-# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
-class Observer::Tag::TicketHistory < ActiveRecord::Observer
-  observe 'tag'
-
-  def after_create(record)
-
-    # just process ticket object tags
-    return true if record.tag_object.name != 'Ticket'
-
-    # add ticket history
-    History.add(
-      o_id:              record.o_id,
-      history_type:      'added',
-      history_object:    'Ticket',
-      history_attribute: 'tag',
-      value_to:          record.tag_item.name,
-      created_by_id:     record.created_by_id,
-    )
-  end
-
-  def after_destroy(record)
-
-    # just process ticket object tags
-    return true if record.tag_object.name != 'Ticket'
-
-    # add ticket history
-    History.add(
-      o_id:              record.o_id,
-      history_type:      'removed',
-      history_object:    'Ticket',
-      history_attribute: 'tag',
-      value_to:          record.tag_item.name,
-      created_by_id:     record.created_by_id,
-    )
-  end
-end

app/models/observer/ticket/article/communicate_sms.rb

@@ -1,25 +0,0 @@
-class Observer::Ticket::Article::CommunicateSms < ActiveRecord::Observer
-  observe 'ticket::_article'
-
-  def after_create(record)
-
-    # return if we run import mode
-    return true if Setting.get('import_mode')
-
-    # if sender is customer, do not communicate
-    return true if !record.sender_id
-
-    sender = Ticket::Article::Sender.lookup(id: record.sender_id)
-    return true if sender.nil?
-    return true if sender.name == 'Customer'
-
-    # only apply on sms
-    return true if !record.type_id
-
-    type = Ticket::Article::Type.lookup(id: record.type_id)
-    return true if type.nil?
-    return true if type.name != 'sms'
-
-    CommunicateSmsJob.perform_later(record.id)
-  end
-end

app/models/observer/ticket/article/communicate_telegram.rb

@@ -1,27 +0,0 @@
-# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
-
-class Observer::Ticket::Article::CommunicateTelegram < ActiveRecord::Observer
-  observe 'ticket::_article'
-
-  def after_create(record)
-
-    # return if we run import mode
-    return true if Setting.get('import_mode')
-
-    # if sender is customer, do not communicate
-    return true if !record.sender_id
-
-    sender = Ticket::Article::Sender.lookup(id: record.sender_id)
-    return true if sender.nil?
-    return true if sender.name == 'Customer'
-
-    # only apply on telegram messages
-    return true if !record.type_id
-
-    type = Ticket::Article::Type.lookup(id: record.type_id)
-    return true if !type.name.match?(/\Atelegram/i)
-
-    CommunicateTelegramJob.perform_later(record.id)
-  end
-
-end

app/models/observer/ticket/article/fillup_from_origin_by_id.rb

@@ -1,27 +0,0 @@
-# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
-
-class Observer::Ticket::Article::FillupFromOriginById < ActiveRecord::Observer
-  observe 'ticket::_article'
-
-  def before_create(record)
-
-    # return if we run import mode
-    return true if Setting.get('import_mode')
-
-    # only do fill origin_by_id if article got created via application_server (e. g. not
-    # if article and sender type is set via *.postmaster)
-    return true if ApplicationHandleInfo.postmaster?
-
-    # check if origin_by_id exists
-    return true if record.origin_by_id.present?
-    return true if record.ticket.blank?
-    return true if record.ticket.customer_id.blank?
-    return true if record.sender_id.blank?
-    return true if record.sender.name != 'Customer'
-
-    type_name = record.type.name
-    return true if type_name != 'phone' && type_name != 'note' && type_name != 'web'
-
-    record.origin_by_id = record.ticket.customer_id
-  end
-end

app/models/observer/ticket/last_owner_update.rb

@@ -1,52 +0,0 @@
-# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
-
-class Observer::Ticket::LastOwnerUpdate < ActiveRecord::Observer
-  observe 'ticket'
-
-  def before_create(record)
-    _check(record)
-  end
-
-  def before_update(record)
-    _check(record)
-  end
-
-  private
-
-  def _check(record)
-
-    # return if we run import mode
-    return true if Setting.get('import_mode')
-
-    # check if owner, state or group has changed
-    return true if record.changes_to_save['owner_id'].blank? && record.changes_to_save['state_id'].blank? && record.changes_to_save['group_id'].blank? && record.changes_to_save['last_contact_agent_at'].blank?
-
-    # check if owner is nobody
-    if record.changes_to_save['owner_id'].present? && record.changes_to_save['owner_id'][1] == 1
-      record.last_owner_update_at = nil
-      return true
-    end
-
-    # check if group is change
-    if record.changes_to_save['group_id'].present?
-      group = Group.lookup(id: record.changes_to_save['group_id'][1])
-      return true if !group
-
-      if group.assignment_timeout.blank? || group.assignment_timeout.zero?
-        record.last_owner_update_at = nil
-        return true
-      end
-    end
-
-    # check if state is not new/open
-    if record.changes_to_save['state_id'].present?
-      state_ids = Ticket::State.by_category(:work_on).pluck(:id)
-      if state_ids.exclude?(record.changes_to_save['state_id'][1])
-        record.last_owner_update_at = nil
-        return true
-      end
-    end
-
-    record.last_owner_update_at = Time.zone.now
-  end
-end

app/models/observer/ticket/online_notification_seen.rb

@@ -1,32 +0,0 @@
-# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
-
-class Observer::Ticket::OnlineNotificationSeen < ActiveRecord::Observer
-  observe 'ticket'
-
-  def after_create(record)
-    _check(record)
-  end
-
-  def after_update(record)
-    _check(record)
-  end
-
-  private
-
-  def _check(record)
-
-    # return if we run import mode
-    return false if Setting.get('import_mode')
-
-    # set seen only if state has changes
-    return false if !record.saved_changes?
-    return false if record.saved_changes['state_id'].blank?
-
-    # check if existing online notifications for this ticket should be set to seen
-    return true if !record.online_notification_seen_state
-
-    # set all online notifications to seen
-    # send background job
-    TicketOnlineNotificationSeenJob.perform_later(record.id, record.updated_by_id)
-  end
-end

app/models/observer/ticket/pending_time.rb

@@ -1,22 +0,0 @@
-# Ensures pending time is always zero-seconds
-class Observer::Ticket::PendingTime < ActiveRecord::Observer
-  observe 'ticket'
-
-  def before_create(record)
-    _check(record)
-  end
-
-  def before_update(record)
-    _check(record)
-  end
-
-  private
-
-  def _check(record)
-    return true if record.pending_time.blank?
-    return true if !record.pending_time_changed?
-    return true if record.pending_time.sec.zero?
-
-    record.pending_time = record.pending_time.change sec: 0
-  end
-end

app/models/observer/ticket/ref_object_touch.rb

@@ -1,43 +0,0 @@
-# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
-
-class Observer::Ticket::RefObjectTouch < ActiveRecord::Observer
-  observe 'ticket'
-
-  def after_create(record)
-    ref_object_touch(record)
-  end
-
-  def after_update(record)
-    ref_object_touch(record)
-  end
-
-  def after_destroy(record)
-    ref_object_touch(record)
-  end
-
-  def ref_object_touch(record)
-
-    # return if we run import mode
-    return true if Setting.get('import_mode')
-
-    # touch old customer if changed
-    cutomer_id_changed = record.saved_changes['customer_id']
-    if cutomer_id_changed && cutomer_id_changed[0] != cutomer_id_changed[1] && cutomer_id_changed[0]
-      User.find(cutomer_id_changed[0]).touch # rubocop:disable Rails/SkipsModelValidations
-    end
-
-    # touch new/current customer
-    record.customer&.touch # rubocop:disable Rails/SkipsModelValidations
-
-    # touch old organization if changed
-    organization_id_changed = record.saved_changes['organization_id']
-    if organization_id_changed && organization_id_changed[0] != organization_id_changed[1] && organization_id_changed[0]
-      Organization.find(organization_id_changed[0]).touch # rubocop:disable Rails/SkipsModelValidations
-    end
-
-    # touch new/current organization
-    return true if !record.organization
-
-    record.organization.touch # rubocop:disable Rails/SkipsModelValidations
-  end
-end

app/models/observer/ticket/stats_reopen.rb

@@ -1,26 +0,0 @@
-# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
-
-require_dependency 'stats/ticket_reopen'
-
-class Observer::Ticket::StatsReopen < ActiveRecord::Observer
-
-  observe 'ticket'
-
-  def after_create(record)
-    _check(record)
-  end
-
-  def after_update(record)
-    _check(record)
-  end
-
-  private
-
-  def _check(record)
-
-    # return if we run import mode
-    return if Setting.get('import_mode')
-
-    Stats::TicketReopen.log('Ticket', record.id, record.saved_changes, record.updated_by_id)
-  end
-end

app/models/observer/ticket/user_ticket_counter.rb

@@ -1,28 +0,0 @@
-# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
-
-class Observer::Ticket::UserTicketCounter < ActiveRecord::Observer
-  observe 'ticket'
-
-  def after_commit(record)
-    user_ticket_counter_update(record)
-  end
-
-  def user_ticket_counter_update(record)
-
-    # return if we run import mode
-    return true if Setting.get('import_mode')
-
-    return true if BulkImportInfo.enabled?
-
-    return true if record.destroyed?
-
-    return true if !record.customer_id
-
-    # send background job
-    TicketUserTicketCounterJob.perform_later(
-      record.customer_id,
-      UserInfo.current_user_id || record.updated_by_id,
-    )
-  end
-
-end

app/models/observer/user/ref_object_touch.rb

@@ -1,41 +0,0 @@
-# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
-
-class Observer::User::RefObjectTouch < ActiveRecord::Observer
-  observe 'user'
-
-  def after_create(record)
-    ref_object_touch(record)
-  end
-
-  def after_update(record)
-    ref_object_touch(record)
-  end
-
-  def after_destroy(record)
-    ref_object_touch(record)
-  end
-
-  def ref_object_touch(record)
-
-    # return if we run import mode
-    return true if Setting.get('import_mode')
-
-    organization_id_changed = record.saved_changes['organization_id']
-    return true if !organization_id_changed
-
-    return true if organization_id_changed[0] == organization_id_changed[1]
-
-    # touch old organization
-    if organization_id_changed[0]
-      organization = Organization.find(organization_id_changed[0])
-      organization.touch # rubocop:disable Rails/SkipsModelValidations
-    end
-
-    # touch new/current organization
-    if record&.organization
-      record.organization.touch # rubocop:disable Rails/SkipsModelValidations
-    end
-
-    true
-  end
-end

app/models/observer/user/ticket_organization.rb

@@ -1,30 +0,0 @@
-# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
-
-class Observer::User::TicketOrganization < ActiveRecord::Observer
-  observe 'user'
-
-  def after_create(record)
-    check_organization(record)
-  end
-
-  def after_update(record)
-    check_organization(record)
-  end
-
-  # check if organization need to be updated
-  def check_organization(record)
-
-    # check if organization has changed
-    return true if !record.saved_change_to_attribute?('organization_id')
-
-    # update last 100 tickets of user
-    tickets = Ticket.where(customer_id: record.id).limit(100)
-    tickets.each do |ticket|
-      if ticket.organization_id != record.organization_id
-        ticket.organization_id = record.organization_id
-        ticket.save
-      end
-    end
-  end
-
-end

app/models/tag.rb

@@ -1,6 +1,7 @@
 # Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
 
 class Tag < ApplicationModel
+  include Tag::WritesToTicketHistory
 
   belongs_to :tag_object, class_name: 'Tag::Object', optional: true
   belongs_to :tag_item,   class_name: 'Tag::Item', optional: true

app/models/ticket.rb

@@ -15,6 +15,12 @@ class Ticket < ApplicationModel
   include HasLinks
   include HasObjectManagerAttributesValidation
   include HasTaskbars
+  include Ticket::CallsStatsTicketReopenLog
+  include Ticket::EnqueuesUserTicketCounterJob
+  include Ticket::ResetsPendingTimeSeconds
+  include Ticket::SetsCloseTime
+  include Ticket::SetsOnlineNotificationSeen
+  include Ticket::TouchesAssociations
 
   include ::Ticket::Escalation
   include ::Ticket::Subject
@@ -27,6 +33,9 @@ class Ticket < ApplicationModel
   before_create  :check_generate, :check_defaults, :check_title, :set_default_state, :set_default_priority
   before_update  :check_defaults, :check_title, :reset_pending_time, :check_owner_active
 
+  # This must be loaded late as it depends on the internal before_create and before_update handlers of ticket.rb.
+  include Ticket::SetsLastOwnerUpdateTime
+
   validates :group_id, presence: true
 
   activity_stream_permission 'ticket.agent'

app/models/ticket/article.rb

@@ -10,7 +10,18 @@ class Ticket::Article < ApplicationModel
   include HasObjectManagerAttributesValidation
 
   include Ticket::Article::Assets
+  include Ticket::Article::EnqueueCommunicateEmailJob
+  include Ticket::Article::EnqueueCommunicateFacebookJob
+  include Ticket::Article::EnqueueCommunicateSmsJob
+  include Ticket::Article::EnqueueCommunicateTelegramJob
+  include Ticket::Article::EnqueueCommunicateTwitterJob
   include Ticket::Article::HasTicketContactAttributesImpact
+  include Ticket::Article::ResetsTicketState
+
+  # AddsMetadataGeneral depends on AddsMetadataOriginById, so load that first
+  include Ticket::Article::AddsMetadataOriginById
+  include Ticket::Article::AddsMetadataGeneral
+  include Ticket::Article::AddsMetadataEmail
 
   belongs_to :ticket, optional: true
   has_one    :ticket_time_accounting, class_name: 'Ticket::TimeAccounting', foreign_key: :ticket_article_id, dependent: :destroy, inverse_of: :ticket_article

app/models/user.rb

@@ -19,6 +19,9 @@ class User < ApplicationModel
   include User::Assets
   include User::Search
   include User::SearchIndex
+  include User::TouchesOrganization
+  include User::PerformsGeoLookup
+  include User::UpdatesTicketOrganization
 
   has_and_belongs_to_many :organizations,          after_add: :cache_update, after_remove: :cache_update, class_name: 'Organization'
   has_and_belongs_to_many :overviews,              dependent: :nullify

config/application.rb

@@ -27,26 +27,6 @@ module Zammad
     # config.active_record.observers = :cacher, :garbage_collector, :forum_observer
     config.active_record.observers =
       'observer::_session',
-      'observer::_ticket::_close_time',
-      'observer::_ticket::_last_owner_update',
-      'observer::_ticket::_pending_time',
-      'observer::_ticket::_user_ticket_counter',
-      'observer::_ticket::_article::_fillup_from_origin_by_id',
-      'observer::_ticket::_article::_fillup_from_general',
-      'observer::_ticket::_article::_fillup_from_email',
-      'observer::_ticket::_article::_communicate_email',
-      'observer::_ticket::_article::_communicate_facebook',
-      'observer::_ticket::_article::_communicate_sms',
-      'observer::_ticket::_article::_communicate_twitter',
-      'observer::_ticket::_article::_communicate_telegram',
-      'observer::_ticket::_reset_new_state',
-      'observer::_ticket::_ref_object_touch',
-      'observer::_ticket::_online_notification_seen',
-      'observer::_ticket::_stats_reopen',
-      'observer::_tag::_ticket_history',
-      'observer::_user::_ref_object_touch',
-      'observer::_user::_ticket_organization',
-      'observer::_user::_geo',
       'observer::_transaction'
 
     config.active_job.queue_adapter = :delayed_job

spec/jobs/communicate_twitter_job_spec.rb

@@ -5,13 +5,6 @@ RSpec.describe CommunicateTwitterJob, type: :job do
   let(:article) { create(:twitter_article, **(try(:factory_options) || {})) }
 
   describe 'core behavior', :use_vcr do
-    # This job runs automatically whenever an article is created.
-    # We disable this auto-execution so we can invoke it manually in the tests below.
-    around do |example|
-      ActiveRecord::Base.observers.disable('observer::_ticket::_article::_communicate_twitter')
-      example.run
-      ActiveRecord::Base.observers.enable('observer::_ticket::_article::_communicate_twitter')
-    end
 
     context 'for tweets' do
       let(:tweet_attributes) do

spec/models/concerns/tag/writes_to_ticket_history_examples.rb

@@ -0,0 +1,33 @@
+RSpec.shared_examples 'TagWritesToTicketHistory' do
+  subject { create(described_class.name.underscore) }
+
+  # The concern is for the tag model, but the shared example needs to be loaded in the ticket test.
+  it 'can only be loaded for tickets' do
+    expect(described_class).to eq Ticket
+  end
+
+  it 'creates a ticket history entry for tag_add' do # rubocop:disable RSpec/ExampleLength
+    subject.tag_add('foo', 1)
+    expect(subject.history_get.last).to include(
+      'object'     => described_class.name,
+      'o_id'       => subject.id,
+      'type'       => 'added',
+      'attribute'  => 'tag',
+      'value_to'   => 'foo',
+      'value_from' => nil
+    )
+  end
+
+  it 'creates a ticket history entry for tag_remove' do # rubocop:disable RSpec/ExampleLength
+    subject.tag_add('foo', 1)
+    subject.tag_remove('foo', 1)
+    expect(subject.history_get.last).to include(
+      'object'     => described_class.name,
+      'o_id'       => subject.id,
+      'type'       => 'removed',
+      'attribute'  => 'tag',
+      'value_to'   => 'foo',
+      'value_from' => nil
+    )
+  end
+end

spec/models/concerns/ticket/article/adds_metadata_general_spec.rb

@@ -1,6 +1,6 @@
 require 'rails_helper'
 
-RSpec.describe Observer::Ticket::Article::FillupFromGeneral, current_user_id: -> { agent.id } do
+RSpec.describe Ticket::Article::AddsMetadataGeneral, current_user_id: -> { agent.id } do
   let(:agent) { create(:agent) }
 
   context 'when customer is agent' do

spec/models/concerns/ticket/article/enqueue_communicate_email_job_spec.rb

@@ -0,0 +1,41 @@
+require 'rails_helper'
+
+RSpec.describe Ticket::Article::EnqueueCommunicateEmailJob, performs_jobs: true do
+  before { allow(Delayed::Job).to receive(:enqueue).and_call_original }
+
+  let(:article) { create(:ticket_article, **(try(:factory_options) || {})) }
+
+  shared_examples 'for no-op' do
+    it 'is a no-op' do
+      expect { article }.not_to have_enqueued_job(TicketArticleCommunicateEmailJob)
+    end
+  end
+
+  shared_examples 'for success' do
+    it 'enqueues the Email background job' do
+      expect { article }.to have_enqueued_job(TicketArticleCommunicateEmailJob)
+    end
+  end
+
+  context 'when in Import Mode' do
+    before { Setting.set('import_mode', true) }
+
+    include_examples 'for no-op'
+  end
+
+  context 'when article is created during Channel::EmailParser#process', application_handle: 'scheduler.postmaster' do
+    include_examples 'for no-op'
+  end
+
+  context 'when article is from a customer' do
+    let(:factory_options) { { sender_name: 'Customer' } }
+
+    include_examples 'for no-op'
+  end
+
+  context 'when article is an email' do
+    let(:factory_options) { { sender_name: 'Agent', type_name: 'email' } }
+
+    include_examples 'for success'
+  end
+end

spec/models/concerns/ticket/article/enqueue_communicate_facebook_job_spec.rb

@@ -0,0 +1,41 @@
+require 'rails_helper'
+
+RSpec.describe Ticket::Article::EnqueueCommunicateFacebookJob, performs_jobs: true do
+  before { allow(Delayed::Job).to receive(:enqueue).and_call_original }
+
+  let(:article) { create(:ticket_article, **(try(:factory_options) || {})) }
+
+  shared_examples 'for no-op' do
+    it 'is a no-op' do
+      expect { article }.not_to have_enqueued_job(CommunicateFacebookJob)
+    end
+  end
+
+  shared_examples 'for success' do
+    it 'enqueues the Facebook background job' do
+      expect { article }.to have_enqueued_job(CommunicateFacebookJob)
+    end
+  end
+
+  context 'when in Import Mode' do
+    before { Setting.set('import_mode', true) }
+
+    include_examples 'for no-op'
+  end
+
+  context 'when article is created during Channel::EmailParser#process', application_handle: 'scheduler.postmaster' do
+    include_examples 'for no-op'
+  end
+
+  context 'when article is from a customer' do
+    let(:factory_options) { { sender_name: 'Customer' } }
+
+    include_examples 'for no-op'
+  end
+
+  context 'when article is a facebook post' do
+    let(:factory_options) { { sender_name: 'Agent', type_name: 'facebook feed post' } }
+
+    include_examples 'for success'
+  end
+end

spec/models/concerns/ticket/article/enqueue_communicate_sms_job_spec.rb

@@ -0,0 +1,41 @@
+require 'rails_helper'
+
+RSpec.describe Ticket::Article::EnqueueCommunicateSmsJob, performs_jobs: true do
+  before { allow(Delayed::Job).to receive(:enqueue).and_call_original }
+
+  let(:article) { create(:ticket_article, **(try(:factory_options) || {})) }
+
+  shared_examples 'for no-op' do
+    it 'is a no-op' do
+      expect { article }.not_to have_enqueued_job(CommunicateSmsJob)
+    end
+  end
+
+  shared_examples 'for success' do
+    it 'enqueues the SMS background job' do
+      expect { article }.to have_enqueued_job(CommunicateSmsJob)
+    end
+  end
+
+  context 'when in Import Mode' do
+    before { Setting.set('import_mode', true) }
+
+    include_examples 'for no-op'
+  end
+
+  context 'when article is created during Channel::EmailParser#process', application_handle: 'scheduler.postmaster' do
+    include_examples 'for no-op'
+  end
+
+  context 'when article is from a customer' do
+    let(:factory_options) { { sender_name: 'Customer' } }
+
+    include_examples 'for no-op'
+  end
+
+  context 'when article is an sms' do
+    let(:factory_options) { { sender_name: 'Agent', type_name: 'sms' } }
+
+    include_examples 'for success'
+  end
+end

spec/models/concerns/ticket/article/enqueue_communicate_telegram_job_spec.rb

@@ -0,0 +1,41 @@
+require 'rails_helper'
+
+RSpec.describe 'Ticket::Article::EnqueueCommunicateTelegramJob', performs_jobs: true do
+  before { allow(Delayed::Job).to receive(:enqueue).and_call_original }
+
+  let(:article) { create(:ticket_article, **(try(:factory_options) || {})) }
+
+  shared_examples 'for no-op' do
+    it 'is a no-op' do
+      expect { article }.not_to have_enqueued_job(CommunicateTelegramJob)
+    end
+  end
+
+  shared_examples 'for success' do
+    it 'enqueues the Telegram background job' do
+      expect { article }.to have_enqueued_job(CommunicateTelegramJob)
+    end
+  end
+
+  context 'when in Import Mode' do
+    before { Setting.set('import_mode', true) }
+
+    include_examples 'for no-op'
+  end
+
+  context 'when article is created during Channel::EmailParser#process', application_handle: 'scheduler.postmaster' do
+    include_examples 'for no-op'
+  end
+
+  context 'when article is from a customer' do
+    let(:factory_options) { { sender_name: 'Customer' } }
+
+    include_examples 'for no-op'
+  end
+
+  context 'when article is a Telegram message' do
+    let(:factory_options) { { sender_name: 'Agent', type_name: 'telegram personal-message' } }
+
+    include_examples 'for success'
+  end
+end

spec/models/concerns/ticket/article/enqueue_communicate_twitter_job_spec.rb

@@ -1,6 +1,6 @@
 require 'rails_helper'
 
-RSpec.describe Observer::Ticket::Article::CommunicateTwitter, performs_jobs: true do
+RSpec.describe Ticket::Article::EnqueueCommunicateTwitterJob, performs_jobs: true do
   before { allow(Delayed::Job).to receive(:enqueue).and_call_original }
 
   let(:article) { create(:ticket_article, **(try(:factory_options) || {})) }
@@ -17,7 +17,7 @@ RSpec.describe Observer::Ticket::Article::CommunicateTwitter, performs_jobs: tru
     end
   end
 
-  context 'in Import Mode' do
+  context 'when in Import Mode' do
     before { Setting.set('import_mode', true) }
 
     include_examples 'for no-op'
@@ -50,7 +50,7 @@ RSpec.describe Observer::Ticket::Article::CommunicateTwitter, performs_jobs: tru
 
     include_examples 'for success'
 
-    context 'but #to attribute is missing' do
+    context 'when #to attribute is missing' do
       let(:factory_options) { { sender_name: 'Agent', type_name: 'twitter direct-message', to: nil } }
 
       it 'raises an error' do

spec/models/concerns/ticket/calls_stats_ticket_reopen_log_examples.rb

@@ -0,0 +1,12 @@
+RSpec.shared_examples 'TicketCallsStatsTicketReopenLog' do
+
+  it 'can only be loaded for Ticket' do
+    expect(described_class).to eq Ticket
+  end
+
+  it 'calls Stats::TicketReopen.log' do
+    allow(Stats::TicketReopen).to receive(:log)
+    create(described_class.name.underscore)
+    expect(Stats::TicketReopen).to have_received(:log)
+  end
+end

spec/models/concerns/ticket/enqueues_user_ticket_counter_job_examples.rb

@@ -0,0 +1,10 @@
+RSpec.shared_examples 'TicketEnqueuesTicketUserTicketCounterJob', type: :job do
+  subject { create(described_class.name.underscore) }
+
+  let(:customer) { create('customer') }
+
+  it 'enqueues a job for the customer' do
+    subject.customer = customer
+    expect { subject.save }.to have_enqueued_job(TicketUserTicketCounterJob)
+  end
+end

spec/models/concerns/ticket/resets_pending_time_seconds_examples.rb

@@ -0,0 +1,12 @@
+RSpec.shared_examples 'TicketResetsPendingTimeSeconds' do
+  subject { create(described_class.name.underscore) }
+
+  it 'can only be loaded for tickets' do
+    expect(described_class).to eq Ticket
+  end
+
+  it 'resets pending_time seconds' do
+    subject.update(pending_time: Time.zone.parse('2007-02-10 15:30:45'))
+    expect(subject.pending_time).to eq(Time.zone.parse('2007-02-10 15:30:00'))
+  end
+end

spec/models/concerns/ticket/sets_close_time_examples.rb

@@ -0,0 +1,18 @@
+require 'rails_helper'
+
+RSpec.shared_examples 'TicketSetsCloseTime' do
+  subject { create(described_class.name.underscore) }
+
+  it 'can only be loaded for tickets' do
+    expect(described_class).to eq Ticket
+  end
+
+  before do
+    travel_to Time.zone.now
+  end
+
+  it 'resets pending_time seconds' do
+    subject.update(state: Ticket::State.lookup(name: 'closed'))
+    expect(subject.close_at).to eq(Time.zone.now)
+  end
+end

spec/models/concerns/ticket/sets_last_owner_update_time_examples.rb

@@ -0,0 +1,24 @@
+require 'rails_helper'
+
+RSpec.shared_examples 'TicketSetsLastOwnerUpdateTime' do
+  subject { create(described_class.name.underscore) }
+
+  let(:new_owner) { create(:agent, groups: [subject.group]) }
+
+  it 'can only be loaded for tickets' do
+    expect(described_class).to eq Ticket
+  end
+
+  before do
+    travel_to Time.zone.now
+  end
+
+  it 'has no last_owner_update_at initially' do
+    expect(subject.last_owner_update_at).to be_nil
+  end
+
+  it 'gets last_owner_update_at after user change' do
+    subject.update(owner: new_owner)
+    expect(subject.last_owner_update_at).to eq(Time.zone.now)
+  end
+end

spec/models/concerns/user/performs_geo_lookup_examples.rb

@@ -0,0 +1,16 @@
+RSpec.shared_examples 'UserPerformsGeoLookup' do
+
+  it 'can only be loaded for User' do
+    expect(described_class).to eq User
+  end
+
+  it 'performs geo lookup' do
+
+    # Mock the geo lookup as it requires an API key.
+    allow(Service::GeoLocation).to receive(:geocode).with('Marienstraße 18, 10117, Berlin, Germany').and_return([10.0, 20.0])
+
+    user = create(described_class.name.underscore, street: 'Marienstraße 18', zip: '10117', city: 'Berlin', country: 'Germany')
+
+    expect(user.preferences).to include(lat: 10.0, lng: 20.0)
+  end
+end

spec/models/ticket_spec.rb

@@ -4,9 +4,15 @@ require 'models/concerns/can_be_imported_examples'
 require 'models/concerns/can_csv_import_examples'
 require 'models/concerns/has_history_examples'
 require 'models/concerns/has_tags_examples'
+require 'models/concerns/tag/writes_to_ticket_history_examples'
 require 'models/concerns/has_taskbars_examples'
 require 'models/concerns/has_xss_sanitized_note_examples'
 require 'models/concerns/has_object_manager_attributes_validation_examples'
+require 'models/concerns/ticket/calls_stats_ticket_reopen_log_examples'
+require 'models/concerns/ticket/enqueues_user_ticket_counter_job_examples'
+require 'models/concerns/ticket/resets_pending_time_seconds_examples'
+require 'models/concerns/ticket/sets_close_time_examples'
+require 'models/concerns/ticket/sets_last_owner_update_time_examples'
 require 'models/ticket/escalation_examples'
 
 RSpec.describe Ticket, type: :model do
@@ -17,10 +23,16 @@ RSpec.describe Ticket, type: :model do
   it_behaves_like 'CanCsvImport'
   it_behaves_like 'HasHistory', history_relation_object: 'Ticket::Article'
   it_behaves_like 'HasTags'
+  it_behaves_like 'TagWritesToTicketHistory'
   it_behaves_like 'HasTaskbars'
   it_behaves_like 'HasXssSanitizedNote', model_factory: :ticket
   it_behaves_like 'HasObjectManagerAttributesValidation'
   it_behaves_like 'Ticket::Escalation'
+  it_behaves_like 'TicketCallsStatsTicketReopenLog'
+  it_behaves_like 'TicketEnqueuesTicketUserTicketCounterJob'
+  it_behaves_like 'TicketResetsPendingTimeSeconds'
+  it_behaves_like 'TicketSetsCloseTime'
+  it_behaves_like 'TicketSetsLastOwnerUpdateTime'
 
   describe 'Class methods:' do
     describe '.selectors' do

spec/models/user_spec.rb

@@ -7,6 +7,7 @@ require 'models/concerns/has_groups_permissions_examples'
 require 'models/concerns/has_xss_sanitized_note_examples'
 require 'models/concerns/can_be_imported_examples'
 require 'models/concerns/has_object_manager_attributes_validation_examples'
+require 'models/concerns/user/performs_geo_lookup_examples'
 require 'models/user/has_ticket_create_screen_impact_examples'
 require 'models/user/can_lookup_search_index_attributes_examples'
 require 'models/concerns/has_taskbars_examples'
@@ -29,6 +30,7 @@ RSpec.describe User, type: :model do
   it_behaves_like 'User::HasTicketCreateScreenImpact'
   it_behaves_like 'CanLookupSearchIndexAttributes'
   it_behaves_like 'HasTaskbars'
+  it_behaves_like 'UserPerformsGeoLookup'
 
   describe 'Class methods:' do
     describe '.authenticate' do