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Merge branch 'develop' of git.znuny.com:zammad/zammad into develop

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This commit is contained in:
Martin Edenhofer 2016-09-02 13:16:36 +02:00
commit d5c8fa3348
11 changed files with 268 additions and 191 deletions
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6
app/assets/javascripts/app/controllers/ticket_customer.coffee
View file

@ -26,9 +26,11 @@ class App.TicketCustomer extends App.ControllerModal
@close() @close()
# update ticket # update ticket
@ticket.updateAttributes( ticket = App.Ticket.find(@ticket_id)
ticket.article = undefined
ticket.updateAttributes(
customer_id: @customer_id customer_id: @customer_id
) )
# load user if not already exists # load user if not already exists
App.User.full( @customer_id, callback ) App.User.full(@customer_id, callback)

75
app/assets/javascripts/app/controllers/ticket_zoom.coffee
View file

@ -44,11 +44,8 @@ class App.TicketZoom extends App.Controller
return if data.id.toString() isnt @ticket_id.toString() return if data.id.toString() isnt @ticket_id.toString()
# check if we already have the request queued # check if we already have the request queued
#@log 'notice', 'TRY', @ticket_id, new Date(data.updated_at), new Date(@ticketUpdatedAtLastCall) #@log 'notice', 'TRY', @ticket_id, new Date(data.updated_at), new Date(@ticketUpdatedAtLastCallRequested)
update = => @fetchMayBe(data, true)
@fetch()
if !@ticketUpdatedAtLastCall || ( new Date(data.updated_at).toString() isnt new Date(@ticketUpdatedAtLastCall).toString() )
@delay(update, 1200, "ticket-zoom-#{@ticket_id}")
) )
fetchStart: => fetchStart: =>
@ -64,6 +61,24 @@ class App.TicketZoom extends App.Controller
@fetchIsRunningAgain = false @fetchIsRunningAgain = false
@fetch() @fetch()
fetchMayBe: (data, delay = true) =>
if @ticketUpdatedAtLastCallRequested
if new Date(data.updated_at).getTime() is new Date(@ticketUpdatedAtLastCallRequested).getTime()
@log 'debug', 'no fetch, current ticket already there or requested'
return
if new Date(data.updated_at).getTime() < new Date(@ticketUpdatedAtLastCallRequested).getTime()
@log 'debug', 'no fetch, current ticket already newser or requested'
return
@ticketUpdatedAtLastCallRequested = data.updated_at
if delay isnt true
@fetch()
return
fetchDelayed = =>
@fetch()
@delay(fetchDelayed, 1200, "ticket-zoom-#{@ticket_id}")
fetch: => fetch: =>
return if !@Session.get() return if !@Session.get()
return if !@fetchStart() return if !@fetchStart()
@ -79,17 +94,18 @@ class App.TicketZoom extends App.Controller
# check if ticket has changed # check if ticket has changed
newTicketRaw = data.assets.Ticket[@ticket_id] newTicketRaw = data.assets.Ticket[@ticket_id]
if @ticketUpdatedAtLastCall if @ticketUpdatedAtLastCallDone
# return if ticket hasnt changed # return if ticket hasnt changed
return if @ticketUpdatedAtLastCall is newTicketRaw.updated_at return if @ticketUpdatedAtLastCallDone is newTicketRaw.updated_at
# notify if ticket changed not by my self # notify if ticket changed not by my self
if newTicketRaw.updated_by_id isnt @Session.get('id') if newTicketRaw.updated_by_id isnt @Session.get('id')
App.TaskManager.notify(@task_key) App.TaskManager.notify(@task_key)
# remember current data # remember current data
@ticketUpdatedAtLastCall = newTicketRaw.updated_at @ticketUpdatedAtLastCallRequested = newTicketRaw.updated_at
@ticketUpdatedAtLastCallDone = newTicketRaw.updated_at
@load(data) @load(data)
App.SessionStorage.set(@key, data) App.SessionStorage.set(@key, data)
@ -111,7 +127,7 @@ class App.TicketZoom extends App.Controller
@renderDone = false @renderDone = false
# if ticket is already loaded, ignore status "0" - network issues e. g. temp. not connection # if ticket is already loaded, ignore status "0" - network issues e. g. temp. not connection
if @ticketUpdatedAtLastCall && status is 0 if @ticketUpdatedAtLastCallRequested && status is 0
console.log('network issues e. g. temp. not connection', status, statusText, detail) console.log('network issues e. g. temp. not connection', status, statusText, detail)
return return
@ -698,27 +714,28 @@ class App.TicketZoom extends App.Controller
ticket.article = article ticket.article = article
# submit changes # submit changes
ui = @
ticket.save( ticket.save(
done: (r) => done: (r) ->
# reset article - should not be resubmited on next ticket update # reset article - should not be resubmited on next ticket update
ticket.article = undefined ticket.article = undefined
# reset form after save # reset form after save
@reset() ui.reset()
if taskAction is 'closeNextInOverview' if taskAction is 'closeNextInOverview'
if @overview_id if ui.overview_id
current_position = 0 current_position = 0
overview = App.Overview.find(@overview_id) overview = App.Overview.find(ui.overview_id)
list = App.OverviewListCollection.get(overview.link) list = App.OverviewListCollection.get(overview.link)
for ticket in list.tickets for ticket in list.tickets
current_position += 1 current_position += 1
if ticket.id is @ticket_id if ticket.id is ui.ticket_id
next = list.tickets[current_position] next = list.tickets[current_position]
if next if next
# close task # close task
App.TaskManager.remove(@task_key) App.TaskManager.remove(ui.task_key)
# open task via task manager to get overview information # open task via task manager to get overview information
App.TaskManager.execute( App.TaskManager.execute(
@ -726,33 +743,43 @@ class App.TicketZoom extends App.Controller
controller: 'TicketZoom' controller: 'TicketZoom'
params: params:
ticket_id: next.id ticket_id: next.id
overview_id: @overview_id overview_id: ui.overview_id
show: true show: true
) )
@navigate "ticket/zoom/#{next.id}" ui.navigate "ticket/zoom/#{next.id}"
return return
# fallback, close task # fallback, close task
taskAction = 'closeTab' taskAction = 'closeTab'
if taskAction is 'closeTab' if taskAction is 'closeTab'
App.TaskManager.remove(@task_key) App.TaskManager.remove(ui.task_key)
nextTaskUrl = App.TaskManager.nextTaskUrl() nextTaskUrl = App.TaskManager.nextTaskUrl()
if nextTaskUrl if nextTaskUrl
@navigate nextTaskUrl ui.navigate nextTaskUrl
return return
@navigate '#' ui.navigate '#'
return return
ui.autosaveStart()
ui.muteTask()
ui.fetchMayBe({ id: @id, updated_at: @updated_at }, true)
# enable form
ui.formEnable(e)
App.Event.trigger('overview:fetch')
fail: (settings, details) =>
App.Event.trigger 'notify', {
type: 'error'
msg: App.i18n.translateContent(details.error_human || details.error || 'Unable to update!')
timeout: 2000
}
@autosaveStart() @autosaveStart()
@muteTask() @muteTask()
@fetch() @fetch()
# enable form
@formEnable(e) @formEnable(e)
App.Event.trigger('overview:fetch')
) )
bookmark: (e) -> bookmark: (e) ->

2
app/assets/javascripts/app/controllers/ticket_zoom/sidebar.coffee
View file

@ -80,7 +80,7 @@ class App.TicketZoomSidebar extends App.ObserverController
) )
changeCustomer = (e, el) => changeCustomer = (e, el) =>
new App.TicketCustomer( new App.TicketCustomer(
ticket: ticket ticket_id: ticket.id
container: @el.closest('.content') container: @el.closest('.content')
) )
@sidebarItems = [ @sidebarItems = [

41
app/models/observer/ticket/escalation_calculation.rb
View file

@ -1,41 +0,0 @@
# Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
class Observer::Ticket::EscalationCalculation < ActiveRecord::Observer
observe 'ticket', 'ticket::_article'
def after_create(record)
# return if we run import mode
return if Setting.get('import_mode') && !Setting.get('import_ignore_sla')
# do not recalculation if first respons is already out
if record.class.name == 'Ticket::Article'
record.ticket.escalation_calculation
return true
end
# update escalation
return if record.callback_loop
record.callback_loop = true
record.escalation_calculation
record.callback_loop = false
end
def after_update(record)
# return if we run import mode
return if Setting.get('import_mode') && !Setting.get('import_ignore_sla')
# do not recalculation if first respons is already out
if record.class.name == 'Ticket::Article'
record.ticket.escalation_calculation
return true
end
# update escalation
return if record.callback_loop
record.callback_loop = true
record.escalation_calculation
record.callback_loop = false
end
end

9
app/models/ticket.rb
View file

@ -16,8 +16,8 @@ class Ticket < ApplicationModel
extend Ticket::Search extend Ticket::Search
store :preferences store :preferences
before_create :check_generate, :check_defaults, :check_title before_create :check_generate, :check_defaults, :check_title, :check_escalation_update
before_update :check_defaults, :check_title, :reset_pending_time before_update :check_defaults, :check_title, :reset_pending_time, :check_escalation_update
before_destroy :destroy_dependencies before_destroy :destroy_dependencies
notify_clients_support notify_clients_support
@ -876,6 +876,11 @@ result
self.pending_time = nil self.pending_time = nil
end end
def check_escalation_update
escalation_calculation_int
true
end
def destroy_dependencies def destroy_dependencies
# delete articles # delete articles

242
app/models/ticket/escalation.rb
View file

@ -16,8 +16,10 @@ returns
def self.rebuild_all def self.rebuild_all
state_list_open = Ticket::State.by_category('open') state_list_open = Ticket::State.by_category('open')
tickets = Ticket.where(state_id: state_list_open) ticket_ids = Ticket.where(state_id: state_list_open).pluck(:id)
tickets.each(&:escalation_calculation) ticket_ids.each { |ticket_id|
Ticket.find(ticket_id).escalation_calculation(true)
}
end end
=begin =begin
@ -29,17 +31,37 @@ rebuild escalation for ticket
returns returns
result = true result = true # true = ticket has been updated | false = no changes on ticket
=end =end
def escalation_calculation def escalation_calculation(force = false)
return if !escalation_calculation_int(force)
self.callback_loop = true
save!
self.callback_loop = false
true
end
# set escalation off if ticket is already closed def escalation_calculation_int(force = false)
return if callback_loop == true
# return if we run import mode
return if Setting.get('import_mode') && !Setting.get('import_ignore_sla')
# set escalation off if current state is not escalation relativ (e. g. ticket is closed)
return if !state_id
state = Ticket::State.lookup(id: state_id) state = Ticket::State.lookup(id: state_id)
escalation_disabled = false escalation_disabled = false
if state.ignore_escalation? if state.ignore_escalation?
escalation_disabled = true escalation_disabled = true
# early exit if nothing current state is not escalation relativ
if !force
return false if escalation_time.nil?
self.escalation_time = nil
return true
end
end end
# get sla for ticket # get sla for ticket
@ -51,23 +73,71 @@ returns
# if no escalation is enabled # if no escalation is enabled
if !sla || !calendar if !sla || !calendar
preferences[:escalation_calculation] = {}
# nothing to change # nothing to change
return true if !escalation_time return false if !escalation_time
self.escalation_time = nil self.escalation_time = nil
self.updated_by_id = 1
self.callback_loop = true
save
return true return true
end end
# reset escalation attributes # get last_update
self.escalation_time = nil if !last_contact_customer && !last_contact_agent
self.first_response_escal_date = nil last_update = created_at
self.update_time_escal_date = nil elsif !last_contact_customer && last_contact_agent
self.close_time_escal_date = nil last_update = last_contact_agent
elsif last_contact_customer && !last_contact_agent
last_update = last_contact_customer
elsif last_contact_agent > last_contact_customer
last_update = last_contact_agent
elsif last_contact_agent < last_contact_customer
last_update = last_contact_customer
end
# check if calculation need be done
escalation_calculation = preferences[:escalation_calculation] || {}
sla_changed = true
if escalation_calculation['sla_id'] == sla.id && escalation_calculation['sla_updated_at'] == sla.updated_at
sla_changed = false
end
calendar_changed = true
if escalation_calculation['calendar_id'] == calendar.id && escalation_calculation['calendar_updated_at'] == calendar.updated_at
calendar_changed = false
end
if sla_changed == true || calendar_changed == true
force = true
end
first_response_changed = true
if escalation_calculation['first_response'] == first_response
first_response_changed = false
end
last_update_changed = true
if escalation_calculation['last_update'] == last_update
last_update_changed = false
end
close_time_changed = true
if escalation_calculation['close_time'] == close_time
close_time_changed = false
end
if !force && preferences[:escalation_calculation]
if first_response_changed == false &&
last_update_changed == false &&
close_time_changed == false &&
sla_changed == false &&
calendar_changed == false &&
escalation_calculation['escalation_disabled'] == escalation_disabled
return false
end
end
# reset escalation attributes
self.escalation_time = nil
if force == true
self.first_response_escal_date = nil
self.update_time_escal_date = nil
self.close_time_escal_date = nil
end
biz = Biz::Schedule.new do |config| biz = Biz::Schedule.new do |config|
# get business hours # get business hours
@ -98,89 +168,99 @@ returns
} }
end end
config.holidays = holidays config.holidays = holidays
# get timezone
config.time_zone = calendar.timezone config.time_zone = calendar.timezone
end end
# get history data # get history data
history_data = history_get history_data = nil
# fist response
# calculate first response escalation # calculate first response escalation
if sla.first_response_time if force == true || first_response_changed == true
self.first_response_escal_date = destination_time(created_at, sla.first_response_time, biz, history_data) if !history_data
history_data = history_get
end
if sla.first_response_time
self.first_response_escal_date = destination_time(created_at, sla.first_response_time, biz, history_data)
end
# get response time in min
if first_response
self.first_response_in_min = pending_minutes(created_at, first_response, biz, history_data, 'business_minutes')
end
# set time to show if sla is raised or not
if sla.first_response_time && first_response_in_min
self.first_response_diff_in_min = sla.first_response_time - first_response_in_min
end
end end
# get response time in min # calculate update time escalation
if first_response if force == true || last_update_changed == true
self.first_response_in_min = pending_minutes(created_at, first_response, biz, history_data, 'business_minutes') if !history_data
else history_data = history_get
self.escalation_time = first_response_escal_date end
if sla.update_time && last_update
self.update_time_escal_date = destination_time(last_update, sla.update_time, biz, history_data)
end
# get update time in min
if last_update && last_update != created_at
self.update_time_in_min = pending_minutes(created_at, last_update, biz, history_data, 'business_minutes')
end
# set sla time
if sla.update_time && update_time_in_min
self.update_time_diff_in_min = sla.update_time - update_time_in_min
end
end end
# set time to show if sla is raised or not
if sla.first_response_time && first_response_in_min
self.first_response_diff_in_min = sla.first_response_time - first_response_in_min
end
# update time
# calculate escalation
if !last_contact_customer && !last_contact_agent
last_update = created_at
elsif !last_contact_customer && last_contact_agent
last_update = last_contact_agent
elsif last_contact_customer && !last_contact_agent
last_update = last_contact_customer
elsif last_contact_agent > last_contact_customer
last_update = last_contact_agent
elsif last_contact_agent < last_contact_customer
last_update = last_contact_customer
end
if sla.update_time && last_update
self.update_time_escal_date = destination_time(last_update, sla.update_time, biz, history_data)
end
if update_time_escal_date && ((!escalation_time && update_time_escal_date) || update_time_escal_date < escalation_time)
self.escalation_time = update_time_escal_date
end
# get update time in min
if last_update && last_update != created_at
self.update_time_in_min = pending_minutes(created_at, last_update, biz, history_data, 'business_minutes')
end
# set sla time
if sla.update_time && update_time_in_min
self.update_time_diff_in_min = sla.update_time - update_time_in_min
end
# close time
# calculate close time escalation # calculate close time escalation
if sla.solution_time if force == true || close_time_changed == true
self.close_time_escal_date = destination_time(created_at, sla.solution_time, biz, history_data) if !history_data
end history_data = history_get
end
# get close time in min if sla.solution_time
if close_time self.close_time_escal_date = destination_time(created_at, sla.solution_time, biz, history_data)
self.close_time_in_min = pending_minutes(created_at, close_time, biz, history_data, 'business_minutes') end
elsif close_time_escal_date && ((!escalation_time && close_time_escal_date) || close_time_escal_date < escalation_time)
self.escalation_time = close_time_escal_date # get close time in min
end if close_time
self.close_time_in_min = pending_minutes(created_at, close_time, biz, history_data, 'business_minutes')
# set time to show if sla is raised or not end
if sla.solution_time && close_time_in_min
self.close_time_diff_in_min = sla.solution_time - close_time_in_min # set time to show if sla is raised or not
if sla.solution_time && close_time_in_min
self.close_time_diff_in_min = sla.solution_time - close_time_in_min
end
end end
# set closest escalation time
if escalation_disabled if escalation_disabled
self.escalation_time = nil self.escalation_time = nil
else
if !first_response && first_response_escal_date
self.escalation_time = first_response_escal_date
end
if update_time_escal_date && ((!escalation_time && update_time_escal_date) || update_time_escal_date < escalation_time)
self.escalation_time = update_time_escal_date
end
if !close_time && close_time_escal_date && ((!escalation_time && close_time_escal_date) || close_time_escal_date < escalation_time)
self.escalation_time = close_time_escal_date
end
end end
return if !changed? # remember already counted time to do on next update only the diff
preferences[:escalation_calculation] = {
self.callback_loop = true first_response: first_response,
self.updated_by_id = 1 last_update: last_update,
save close_time: close_time,
sla_id: sla.id,
sla_updated_at: sla.updated_at,
calendar_id: calendar.id,
calendar_updated_at: calendar.updated_at,
escalation_disabled: escalation_disabled,
}
true
end end
=begin =begin

1
config/application.rb
View file

@ -31,7 +31,6 @@ module Zammad
'observer::_ticket::_article::_communicate_facebook', 'observer::_ticket::_article::_communicate_facebook',
'observer::_ticket::_article::_communicate_twitter', 'observer::_ticket::_article::_communicate_twitter',
'observer::_ticket::_reset_new_state', 'observer::_ticket::_reset_new_state',
'observer::_ticket::_escalation_calculation',
'observer::_ticket::_ref_object_touch', 'observer::_ticket::_ref_object_touch',
'observer::_ticket::_online_notification_seen', 'observer::_ticket::_online_notification_seen',
'observer::_ticket::_stats_reopen', 'observer::_ticket::_stats_reopen',

3
test/browser/agent_ticket_actions_level3_test.rb
View file

@ -145,10 +145,11 @@ class AgentTicketActionsLevel3Test < TestCase
) )
# check content and edit screen in instance 1 # check content and edit screen in instance 1
match( watch_for(
browser: browser2, browser: browser2,
css: '.active div.ticket-article', css: '.active div.ticket-article',
value: 'some level 3 <b>body</b> in instance 2', value: 'some level 3 <b>body</b> in instance 2',
timeout: 1,
) )
ticket_verify( ticket_verify(

35
test/unit/calendar_subscription_test.rb
View file

@ -77,7 +77,7 @@ class CalendarSubscriptionTest < ActiveSupport::TestCase
Ticket.destroy_all Ticket.destroy_all
ticket1 = Ticket.create( ticket1 = Ticket.create!(
title: 'some title1 - new - group_calendar', title: 'some title1 - new - group_calendar',
group: group_calendar, group: group_calendar,
customer_id: customer1.id, customer_id: customer1.id,
@ -88,7 +88,7 @@ class CalendarSubscriptionTest < ActiveSupport::TestCase
updated_by_id: 1, updated_by_id: 1,
created_by_id: 1, created_by_id: 1,
) )
ticket2 = Ticket.create( ticket2 = Ticket.create!(
title: 'some title1 - new - group_default', title: 'some title1 - new - group_default',
group: group_default, group: group_default,
customer_id: customer1.id, customer_id: customer1.id,
@ -99,7 +99,7 @@ class CalendarSubscriptionTest < ActiveSupport::TestCase
updated_by_id: 1, updated_by_id: 1,
created_by_id: 1, created_by_id: 1,
) )
ticket3 = Ticket.create( ticket3 = Ticket.create!(
title: 'some title1 - pending - group_calendar', title: 'some title1 - pending - group_calendar',
group: group_calendar, group: group_calendar,
customer_id: customer1.id, customer_id: customer1.id,
@ -111,7 +111,7 @@ class CalendarSubscriptionTest < ActiveSupport::TestCase
updated_by_id: 1, updated_by_id: 1,
created_by_id: 1, created_by_id: 1,
) )
ticket4 = Ticket.create( ticket4 = Ticket.create!(
title: 'some title1 - pending - group_default', title: 'some title1 - pending - group_default',
group: group_default, group: group_default,
customer_id: customer1.id, customer_id: customer1.id,
@ -123,32 +123,33 @@ class CalendarSubscriptionTest < ActiveSupport::TestCase
updated_by_id: 1, updated_by_id: 1,
created_by_id: 1, created_by_id: 1,
) )
ticket5 = Ticket.create( ticket5 = Ticket.create!(
title: 'some title1 - escalation - group_calendar', title: 'some title1 - escalation - group_calendar',
group: group_calendar, group: group_calendar,
customer_id: customer1.id, customer_id: customer1.id,
owner_id: agent1.id, owner_id: agent1.id,
state: Ticket::State.lookup(name: 'new'), state: Ticket::State.lookup(name: 'new'),
escalation_time: '2016-02-07 17:39:00',
priority: Ticket::Priority.lookup(name: '2 normal'), priority: Ticket::Priority.lookup(name: '2 normal'),
created_at: '2016-02-05 16:41:00', created_at: '2016-02-05 16:41:00',
updated_by_id: 1, updated_by_id: 1,
created_by_id: 1, created_by_id: 1,
) )
ticket6 = Ticket.create( ticket5.update_columns(escalation_time: '2016-02-07 17:39:00')
ticket6 = Ticket.create!(
title: 'some title1 - escalation - group_default', title: 'some title1 - escalation - group_default',
group: group_default, group: group_default,
customer_id: customer1.id, customer_id: customer1.id,
owner_id: agent2.id, owner_id: agent2.id,
state: Ticket::State.lookup(name: 'new'), state: Ticket::State.lookup(name: 'new'),
escalation_time: '2016-02-07 16:37:00',
priority: Ticket::Priority.lookup(name: '2 normal'), priority: Ticket::Priority.lookup(name: '2 normal'),
created_at: '2016-02-05 16:42:00', created_at: '2016-02-05 16:42:00',
updated_by_id: 1, updated_by_id: 1,
created_by_id: 1, created_by_id: 1,
) )
ticket6.update_columns(escalation_time: '2016-02-07 16:37:00')
ticket7 = Ticket.create( ticket7 = Ticket.create!(
title: 'some title2 - new - group_calendar', title: 'some title2 - new - group_calendar',
group: group_calendar, group: group_calendar,
customer_id: customer1.id, customer_id: customer1.id,
@ -159,7 +160,7 @@ class CalendarSubscriptionTest < ActiveSupport::TestCase
updated_by_id: 1, updated_by_id: 1,
created_by_id: 1, created_by_id: 1,
) )
ticket8 = Ticket.create( ticket8 = Ticket.create!(
title: 'some title2 - new - group_default', title: 'some title2 - new - group_default',
group: group_default, group: group_default,
customer_id: customer1.id, customer_id: customer1.id,
@ -170,7 +171,7 @@ class CalendarSubscriptionTest < ActiveSupport::TestCase
updated_by_id: 1, updated_by_id: 1,
created_by_id: 1, created_by_id: 1,
) )
ticket9 = Ticket.create( ticket9 = Ticket.create!(
title: 'some title2 - pending - group_calendar', title: 'some title2 - pending - group_calendar',
group: group_calendar, group: group_calendar,
customer_id: customer1.id, customer_id: customer1.id,
@ -182,7 +183,7 @@ class CalendarSubscriptionTest < ActiveSupport::TestCase
updated_by_id: 1, updated_by_id: 1,
created_by_id: 1, created_by_id: 1,
) )
ticket10 = Ticket.create( ticket10 = Ticket.create!(
title: 'some title2 - pending - group_default', title: 'some title2 - pending - group_default',
group: group_default, group: group_default,
customer_id: customer1.id, customer_id: customer1.id,
@ -194,30 +195,32 @@ class CalendarSubscriptionTest < ActiveSupport::TestCase
updated_by_id: 1, updated_by_id: 1,
created_by_id: 1, created_by_id: 1,
) )
ticket11 = Ticket.create( ticket11 = Ticket.create!(
title: 'some title2 - escalation - group_calendar', title: 'some title2 - escalation - group_calendar',
group: group_calendar, group: group_calendar,
customer_id: customer1.id, customer_id: customer1.id,
owner_id: 1, owner_id: 1,
state: Ticket::State.lookup(name: 'new'), state: Ticket::State.lookup(name: 'new'),
escalation_time: '2016-02-08 18:37:00',
priority: Ticket::Priority.lookup(name: '2 normal'), priority: Ticket::Priority.lookup(name: '2 normal'),
created_at: '2016-02-05 17:41:00', created_at: '2016-02-05 17:41:00',
updated_by_id: 1, updated_by_id: 1,
created_by_id: 1, created_by_id: 1,
) )
ticket12 = Ticket.create( ticket11.update_columns(escalation_time: '2016-02-08 18:37:00')
ticket12 = Ticket.create!(
title: 'some title2 - escalation - group_default', title: 'some title2 - escalation - group_default',
group: group_default, group: group_default,
customer_id: customer1.id, customer_id: customer1.id,
owner_id: 1, owner_id: 1,
state: Ticket::State.lookup(name: 'new'), state: Ticket::State.lookup(name: 'new'),
escalation_time: '2016-02-08 18:38:00',
priority: Ticket::Priority.lookup(name: '2 normal'), priority: Ticket::Priority.lookup(name: '2 normal'),
created_at: '2016-02-05 17:42:00', created_at: '2016-02-05 17:42:00',
updated_by_id: 1, updated_by_id: 1,
created_by_id: 1, created_by_id: 1,
) )
ticket12.update_columns(escalation_time: '2016-02-08 18:38:00')
Cache.clear # set escalation_time manually, to clear cache to have correct content later
# check agent 1 # check agent 1
calendar_subscriptions = CalendarSubscriptions.new(agent1) calendar_subscriptions = CalendarSubscriptions.new(agent1)

8
test/unit/ticket_selector_test.rb
View file

@ -85,7 +85,7 @@ class TicketSelectorTest < ActiveSupport::TestCase
Ticket.destroy_all Ticket.destroy_all
ticket1 = Ticket.create( ticket1 = Ticket.create!(
title: 'some title1', title: 'some title1',
group: group, group: group,
customer_id: customer1.id, customer_id: customer1.id,
@ -102,7 +102,7 @@ class TicketSelectorTest < ActiveSupport::TestCase
assert_equal(ticket1.organization.id, organization1.id) assert_equal(ticket1.organization.id, organization1.id)
sleep 1 sleep 1
ticket2 = Ticket.create( ticket2 = Ticket.create!(
title: 'some title2', title: 'some title2',
group: group, group: group,
customer_id: customer2.id, customer_id: customer2.id,
@ -118,18 +118,18 @@ class TicketSelectorTest < ActiveSupport::TestCase
assert_equal(ticket2.organization_id, nil) assert_equal(ticket2.organization_id, nil)
sleep 1 sleep 1
ticket3 = Ticket.create( ticket3 = Ticket.create!(
title: 'some title3', title: 'some title3',
group: group, group: group,
customer_id: customer2.id, customer_id: customer2.id,
state: Ticket::State.lookup(name: 'open'), state: Ticket::State.lookup(name: 'open'),
priority: Ticket::Priority.lookup(name: '2 normal'), priority: Ticket::Priority.lookup(name: '2 normal'),
escalation_time: '2015-02-06 10:00:00',
created_at: '2015-02-05 16:37:00', created_at: '2015-02-05 16:37:00',
#updated_at: '2015-02-05 17:37:00', #updated_at: '2015-02-05 17:37:00',
updated_by_id: 1, updated_by_id: 1,
created_by_id: 1, created_by_id: 1,
) )
ticket3.update_columns(escalation_time: '2015-02-06 10:00:00')
assert(ticket3, 'ticket created') assert(ticket3, 'ticket created')
assert_equal(ticket3.customer.id, customer2.id) assert_equal(ticket3.customer.id, customer2.id)
assert_equal(ticket3.organization_id, nil) assert_equal(ticket3.organization_id, nil)

37
test/unit/ticket_sla_test.rb
View file

@ -11,7 +11,7 @@ class TicketSlaTest < ActiveSupport::TestCase
delete = Ticket.destroy_all delete = Ticket.destroy_all
assert(delete, 'ticket destroy_all') assert(delete, 'ticket destroy_all')
ticket = Ticket.create( ticket = Ticket.create!(
title: 'some title äöüß', title: 'some title äöüß',
group: Group.lookup(name: 'Users'), group: Group.lookup(name: 'Users'),
customer_id: 2, customer_id: 2,
@ -343,7 +343,7 @@ class TicketSlaTest < ActiveSupport::TestCase
delete = ticket.destroy delete = ticket.destroy
assert(delete, 'ticket destroy') assert(delete, 'ticket destroy')
ticket = Ticket.create( ticket = Ticket.create!(
title: 'some title äöüß', title: 'some title äöüß',
group: Group.lookup(name: 'Users'), group: Group.lookup(name: 'Users'),
customer_id: 2, customer_id: 2,
@ -361,7 +361,7 @@ class TicketSlaTest < ActiveSupport::TestCase
assert_equal(ticket.state.name, 'new', 'ticket.state verify') assert_equal(ticket.state.name, 'new', 'ticket.state verify')
# create inbound article # create inbound article
article_inbound = Ticket::Article.create( article_inbound = Ticket::Article.create!(
ticket_id: ticket.id, ticket_id: ticket.id,
from: 'some_sender@example.com', from: 'some_sender@example.com',
to: 'some_recipient@example.com', to: 'some_recipient@example.com',
@ -385,7 +385,7 @@ class TicketSlaTest < ActiveSupport::TestCase
assert_equal(ticket.close_time, nil, 'ticket.close_time verify - inbound') assert_equal(ticket.close_time, nil, 'ticket.close_time verify - inbound')
# create outbound article # create outbound article
article_outbound = Ticket::Article.create( article_outbound = Ticket::Article.create!(
ticket_id: ticket.id, ticket_id: ticket.id,
from: 'some_recipient@example.com', from: 'some_recipient@example.com',
to: 'some_sender@example.com', to: 'some_sender@example.com',
@ -414,7 +414,7 @@ class TicketSlaTest < ActiveSupport::TestCase
delete = ticket.destroy delete = ticket.destroy
assert(delete, 'ticket destroy') assert(delete, 'ticket destroy')
ticket = Ticket.create( ticket = Ticket.create!(
title: 'some title äöüß', title: 'some title äöüß',
group: Group.lookup(name: 'Users'), group: Group.lookup(name: 'Users'),
customer_id: 2, customer_id: 2,
@ -432,7 +432,7 @@ class TicketSlaTest < ActiveSupport::TestCase
assert_equal(ticket.state.name, 'new', 'ticket.state verify') assert_equal(ticket.state.name, 'new', 'ticket.state verify')
# create inbound article # create inbound article
article_inbound = Ticket::Article.create( article_inbound = Ticket::Article.create!(
ticket_id: ticket.id, ticket_id: ticket.id,
from: 'some_sender@example.com', from: 'some_sender@example.com',
subject: 'some subject', subject: 'some subject',
@ -455,7 +455,7 @@ class TicketSlaTest < ActiveSupport::TestCase
assert_equal(ticket.close_time, nil, 'ticket.close_time verify - inbound') assert_equal(ticket.close_time, nil, 'ticket.close_time verify - inbound')
# create note article # create note article
article_note = Ticket::Article.create( article_note = Ticket::Article.create!(
ticket_id: ticket.id, ticket_id: ticket.id,
from: 'some_sender@example.com', from: 'some_sender@example.com',
subject: 'some subject', subject: 'some subject',
@ -478,7 +478,7 @@ class TicketSlaTest < ActiveSupport::TestCase
assert_equal(ticket.close_time, nil, 'ticket.close_time verify - inbound') assert_equal(ticket.close_time, nil, 'ticket.close_time verify - inbound')
# create outbound article # create outbound article
article_outbound = Ticket::Article.create( article_outbound = Ticket::Article.create!(
ticket_id: ticket.id, ticket_id: ticket.id,
from: 'some_sender@example.com', from: 'some_sender@example.com',
subject: 'some subject', subject: 'some subject',
@ -515,7 +515,7 @@ class TicketSlaTest < ActiveSupport::TestCase
delete = Ticket.destroy_all delete = Ticket.destroy_all
assert(delete, 'ticket destroy_all') assert(delete, 'ticket destroy_all')
ticket = Ticket.create( ticket = Ticket.create!(
title: 'some title äöüß', title: 'some title äöüß',
group: Group.lookup(name: 'Users'), group: Group.lookup(name: 'Users'),
customer_id: 2, customer_id: 2,
@ -610,7 +610,7 @@ class TicketSlaTest < ActiveSupport::TestCase
delete = ticket.destroy delete = ticket.destroy
assert(delete, 'ticket destroy') assert(delete, 'ticket destroy')
ticket = Ticket.create( ticket = Ticket.create!(
title: 'some title äöüß', title: 'some title äöüß',
group: Group.lookup(name: 'Users'), group: Group.lookup(name: 'Users'),
customer_id: 2, customer_id: 2,
@ -700,7 +700,7 @@ class TicketSlaTest < ActiveSupport::TestCase
delete = sla.destroy delete = sla.destroy
assert(delete, 'sla destroy') assert(delete, 'sla destroy')
ticket = Ticket.create( ticket = Ticket.create!(
title: 'some title äöüß', title: 'some title äöüß',
group: Group.lookup(name: 'Users'), group: Group.lookup(name: 'Users'),
customer_id: 2, customer_id: 2,
@ -732,7 +732,7 @@ class TicketSlaTest < ActiveSupport::TestCase
assert_equal(ticket.update_time_escal_date.gmtime.to_s, '2013-10-21 09:00:00 UTC', 'ticket.update_time_escal_date verify 1') assert_equal(ticket.update_time_escal_date.gmtime.to_s, '2013-10-21 09:00:00 UTC', 'ticket.update_time_escal_date verify 1')
assert_equal(ticket.close_time_escal_date.gmtime.to_s, '2013-10-21 10:00:00 UTC', 'ticket.close_time_escal_date verify 1') assert_equal(ticket.close_time_escal_date.gmtime.to_s, '2013-10-21 10:00:00 UTC', 'ticket.close_time_escal_date verify 1')
ticket = Ticket.create( ticket = Ticket.create!(
title: 'some title holiday test', title: 'some title holiday test',
group: Group.lookup(name: 'Users'), group: Group.lookup(name: 'Users'),
customer_id: 2, customer_id: 2,
@ -765,7 +765,7 @@ class TicketSlaTest < ActiveSupport::TestCase
delete = Ticket.destroy_all delete = Ticket.destroy_all
assert(delete, 'ticket destroy_all') assert(delete, 'ticket destroy_all')
ticket1 = Ticket.create( ticket1 = Ticket.create!(
title: 'some title äöüß3', title: 'some title äöüß3',
group: Group.lookup(name: 'Users'), group: Group.lookup(name: 'Users'),
customer_id: 2, customer_id: 2,
@ -936,7 +936,7 @@ class TicketSlaTest < ActiveSupport::TestCase
created_at: '2013-06-04 15:00:00 UTC', created_at: '2013-06-04 15:00:00 UTC',
updated_at: '2013-06-04 15:00:00 UTC', updated_at: '2013-06-04 15:00:00 UTC',
) )
ticket2.escalation_calculation ticket2.escalation_calculation(true)
ticket2 = Ticket.find(ticket2.id) ticket2 = Ticket.find(ticket2.id)
assert_equal(ticket2.escalation_time.gmtime.to_s, '2013-06-04 16:00:00 UTC', 'ticket2.escalation_time verify 1') assert_equal(ticket2.escalation_time.gmtime.to_s, '2013-06-04 16:00:00 UTC', 'ticket2.escalation_time verify 1')
assert_equal(ticket2.first_response_escal_date.gmtime.to_s, '2013-06-04 16:00:00 UTC', 'ticket2.first_response_escal_date verify 1') assert_equal(ticket2.first_response_escal_date.gmtime.to_s, '2013-06-04 16:00:00 UTC', 'ticket2.first_response_escal_date verify 1')
@ -953,7 +953,7 @@ class TicketSlaTest < ActiveSupport::TestCase
end end
test 'ticket escalation suspend' do test 'ticket escalation suspend' do
ticket = Ticket.create( ticket = Ticket.create!(
title: 'some title äöüß3', title: 'some title äöüß3',
group: Group.lookup(name: 'Users'), group: Group.lookup(name: 'Users'),
customer_id: 2, customer_id: 2,
@ -1091,7 +1091,7 @@ class TicketSlaTest < ActiveSupport::TestCase
assert(delete, 'ticket destroy') assert(delete, 'ticket destroy')
# test Ticket created in state pending and closed without reopen or state change # test Ticket created in state pending and closed without reopen or state change
ticket = Ticket.create( ticket = Ticket.create!(
title: 'some title äöüß3', title: 'some title äöüß3',
group: Group.lookup(name: 'Users'), group: Group.lookup(name: 'Users'),
customer_id: 2, customer_id: 2,
@ -1121,6 +1121,7 @@ class TicketSlaTest < ActiveSupport::TestCase
ticket.update_attributes( ticket.update_attributes(
close_time: '2013-06-04 12:00:00 UTC', close_time: '2013-06-04 12:00:00 UTC',
) )
ticket.escalation_calculation(true)
calendar = Calendar.create_or_update( calendar = Calendar.create_or_update(
name: 'EU 5', name: 'EU 5',
@ -1188,7 +1189,7 @@ class TicketSlaTest < ActiveSupport::TestCase
assert(delete, 'ticket destroy') assert(delete, 'ticket destroy')
# test Ticket created in state pending, changed state to openen, back to pending and closed # test Ticket created in state pending, changed state to openen, back to pending and closed
ticket = Ticket.create( ticket = Ticket.create!(
title: 'some title äöüß3', title: 'some title äöüß3',
group: Group.lookup(name: 'Users'), group: Group.lookup(name: 'Users'),
customer_id: 2, customer_id: 2,
@ -1316,7 +1317,7 @@ class TicketSlaTest < ActiveSupport::TestCase
### Test Ticket created in state pending, changed state to openen, back to pending and back to open then ### Test Ticket created in state pending, changed state to openen, back to pending and back to open then
### close ticket ### close ticket
ticket = Ticket.create( ticket = Ticket.create!(
title: 'some title äöüß3', title: 'some title äöüß3',
group: Group.lookup(name: 'Users'), group: Group.lookup(name: 'Users'),
customer_id: 2, customer_id: 2,