Added escalations of UI.

app/assets/javascripts/app/controllers/_application_controller.js.coffee

@@ -80,6 +80,7 @@ class App.Controller extends Spine.Controller
       { name: 'last_contact_customer',  callback: @frontendTime },
       { name: 'first_response',         callback: @frontendTime },
       { name: 'close_time',             callback: @frontendTime },
+      { name: 'escalation_time',        callback: @frontendTime, subclass: 'escalation' },
       { name: 'article_count',          },
     ]
     shown_all_attributes = []
@@ -104,40 +105,60 @@ class App.Controller extends Spine.Controller
     return size
 
   # human readable time
-  humanTime: (time) =>
+  humanTime: ( time, escalation ) =>
     current = new Date()
     created = new Date(time)
     string = ''
     diff = ( current - created ) / 1000
+    escalated = ''
+    if escalation
+      if diff > 0
+        escalated = '-'
+      if diff > -60 * 60
+        style = "class=\"label label-important\""
+      else
+        style = "class=\"label label-success\""
+
+    if diff.toString().match('-')
+      diff = diff.toString().replace('-', '')
+      diff = parseFloat(diff)
+
     if diff >= 86400
-      unit = Math.round( ( diff / 86400 ) )
+      unit = Math.floor( ( diff / 86400 ) )
 #      if unit > 1
 #        return unit + ' ' + App.i18n.translateContent('days')
 #      else
 #        return unit + ' ' + App.i18n.translateContent('day')
       string = unit + ' ' + App.i18n.translateInline('d')
     if diff >= 3600
-      unit = Math.round( ( diff / 3600 ) % 24 )
+      unit = Math.floor( ( diff / 3600 ) % 24 )
 #      if unit > 1
 #        return unit + ' ' + App.i18n.translateContent('hours')
 #      else
 #        return unit + ' ' + App.i18n.translateContent('hour')
       if string isnt ''
         string = string + ' ' + unit + ' ' + App.i18n.translateInline('h')
+        if escalation
+          string = "<span #{style}>#{escalated}#{string}</b>"
         return string
       else
         string = unit + ' ' + App.i18n.translateInline('h')
     if diff <= 86400
-      unit = Math.round( ( diff / 60 ) % 60 )
+      unit = Math.floor( ( diff / 60 ) % 60 )
 #      if unit > 1
 #        return unit + ' ' + App.i18n.translateContent('minutes')
 #      else
 #        return unit + ' ' + App.i18n.translateContent('minute')
       if string isnt ''
         string = string + ' ' + unit + ' ' + App.i18n.translateInline('m')
+        if escalation
+          string = "<span #{style}>#{escalated}#{string}</b>"
         return string
       else
         string = unit + ' ' + App.i18n.translateInline('m')
+
+    if escalation
+      string = "<span #{style}>#{escalated}#{string}</b>"
     return string
 
   userInfo: (data) =>
@@ -162,18 +183,20 @@ class App.Controller extends Spine.Controller
     @navigate '#login'
     return false
 
-  frontendTime: (timestamp) ->
+  frontendTime: (timestamp, row = {}) ->
-    '<span class="humanTimeFromNow" data-time="' + timestamp + '">?</span>'
+    if !row['subclass']
+      row['subclass'] = ''
+    "<span class=\"humanTimeFromNow #{row.subclass}\" data-time=\"#{timestamp}\">?</span>"
 
   frontendTimeUpdate: =>
     update = =>
       ui = @
       $('.humanTimeFromNow').each( ->
-#        console.log('rewrite frontendTimeUpdate', this)
+#        console.log('rewrite frontendTimeUpdate', this, $(this).hasClass('escalation'))
         timestamp = $(this).data('time')
-        time = ui.humanTime( timestamp )
+        time = ui.humanTime( timestamp, $(this).hasClass('escalation') )
         $(this).attr( 'title', App.i18n.translateTimestamp(timestamp) )
-        $(this).text( time )
+        $(this).html( time )
       )
     @interval( update, 30000, 'frontendTimeUpdate' )
 
@@ -346,7 +369,7 @@ class App.ControllerModal extends App.Controller
 
     super(options)
 
-  modalShow: (params) =>
+  modalShow: (params) ->
     defaults = {
       backdrop: true,
       keyboard: true,
@@ -369,12 +392,12 @@ class App.ControllerModal extends App.Controller
       $('.modal').remove();
     )
 
-  modalHide: (e) =>
+  modalHide: (e) ->
     if e
       e.preventDefault()
     @el.modal('hide')
 
-  submit: (e) =>
+  submit: (e) ->
     e.preventDefault()
     @log 'You need to implement your own "submit" method!'
 

app/assets/javascripts/app/controllers/_dashboard/ticket.js.coffee

@@ -179,19 +179,20 @@ class Settings extends App.ControllerModal
         null:    false,
         translate:  true
         options: {
-          number:                 'Number',
+          number:                 'Number'
-          title:                  'Title',
+          title:                  'Title'
-          customer:               'Customer',
+          customer:               'Customer'
-          ticket_state:           'State',
+          ticket_state:           'State'
-          ticket_priority:        'Priority',
+          ticket_priority:        'Priority'
-          group:                  'Group',
+          group:                  'Group'
-          owner:                  'Owner',
+          owner:                  'Owner'
-          created_at:             'Age',
+          created_at:             'Age'
-          last_contact:           'Last Contact',
+          last_contact:           'Last Contact'
-          last_contact_agent:     'Last Contact Agent',
+          last_contact_agent:     'Last Contact Agent'
-          last_contact_customer:  'Last Contact Customer',
+          last_contact_customer:  'Last Contact Customer'
-          first_response:         'First Response',
+          first_response:         'First Response'
-          close_time:             'Close Time',
+          close_time:             'Close Time'
+          escalation_time:        'Escalation in'
           article_count:          'Article Count'
         },
         class:      'medium',
@@ -205,19 +206,20 @@ class Settings extends App.ControllerModal
         null:    false,
         translate:  true
         options: {
-          number:                 'Number',
+          number:                 'Number'
-          title:                  'Title',
+          title:                  'Title'
-          customer:               'Customer',
+          customer:               'Customer'
-          ticket_state:           'State',
+          ticket_state:           'State'
-          ticket_priority:        'Priority',
+          ticket_priority:        'Priority'
-          group:                  'Group',
+          group:                  'Group'
-          owner:                  'Owner',
+          owner:                  'Owner'
-          created_at:             'Age',
+          created_at:             'Age'
-          last_contact:           'Last Contact',
+          last_contact:           'Last Contact'
-          last_contact_agent:     'Last Contact Agent',
+          last_contact_agent:     'Last Contact Agent'
-          last_contact_customer:  'Last Contact Customer',
+          last_contact_customer:  'Last Contact Customer'
-          first_response:         'First Response',
+          first_response:         'First Response'
-          close_time:             'Close Time',
+          close_time:             'Close Time'
+          escalation_time:        'Escalation in'
           article_count:          'Article Count'
         },
         class:      'medium',

app/assets/javascripts/app/controllers/agent_ticket_view.js.coffee

@@ -394,6 +394,7 @@ class Settings extends App.ControllerModal
           last_contact_customer:  'Last Contact Customer'
           first_response:         'First Response'
           close_time:             'Close Time'
+          escalation_time:        'Escalation in'
           article_count:          'Article Count'
         class:      'medium'
       },
@@ -418,6 +419,7 @@ class Settings extends App.ControllerModal
           last_contact_customer:  'Last Contact Customer'
           first_response:         'First Response'
           close_time:             'Close Time'
+          escalation_time:        'Escalation in'
           article_count:          'Article Count'
         class:   'medium'
       },

app/assets/javascripts/app/index.js.coffee

@@ -26,7 +26,7 @@ class App extends Spine.Controller
 
         # execute callback on content
         if row.callback
-          return row.callback( item )
+          return row.callback( item, row )
 
         # return raw data
         item

app/assets/javascripts/app/models/sla.js.coffee

@@ -4,9 +4,9 @@ class App.Sla extends Spine.Model
   @url: 'api/slas'
   @configure_attributes = [
     { name: 'name',                display: 'Name',                tag: 'input',    type: 'text', limit: 100, null: false, 'class': 'span4' },
-    { name: 'first_response_time', display: 'First Resposne Time', tag: 'input',    type: 'text', limit: 100, null: true, 'class': 'span4', note: 'In minutes, only business hours are counted.' },
+    { name: 'first_response_time', display: 'First Resposne Time', tag: 'input',    type: 'text', limit: 100, null: true, 'class': 'span4', note: 'In minutes, only business times are counted.' },
-    { name: 'update_time',         display: 'Update Time',         tag: 'input',    type: 'text', limit: 100, null: true, 'class': 'span4', note: 'In minutes, only business hours are counted.' },
+    { name: 'update_time',         display: 'Update Time',         tag: 'input',    type: 'text', limit: 100, null: true, 'class': 'span4', note: 'In minutes, only business times are counted.' },
-    { name: 'close_time',          display: 'Solution Time',       tag: 'input',    type: 'text', limit: 100, null: true, 'class': 'span4', note: 'In minutes, only business hours are counted.' },
+    { name: 'close_time',          display: 'Solution Time',       tag: 'input',    type: 'text', limit: 100, null: true, 'class': 'span4', note: 'In minutes, only business times are counted.' },
     { name: 'condition',           display: 'Conditions where SLA is used', tag: 'ticket_attribute_selection', null: true, class: 'span4' },
     { 
       name:    'data'

app/assets/javascripts/app/models/ticket.js.coffee

@@ -16,5 +16,6 @@ class App.Ticket extends App.Model
       { name: 'last_contact_customer', display: 'Last contact (Customer)', tag: 'time', null: true, style: 'width: 12%' },
       { name: 'first_response',        display: 'First response',          tag: 'time', null: true, style: 'width: 12%' },
       { name: 'close_time',            display: 'Close time',              tag: 'time', null: true, style: 'width: 12%' },
+      { name: 'escalation_time',       display: 'Escalation in',           tag: 'time', null: true, style: 'width: 12%' },
       { name: 'article_count',         display: 'Article#',  style: 'width: 12%' },
     ]

app/assets/javascripts/app/views/agent_ticket_zoom.jst.eco

@@ -22,6 +22,10 @@
       <%- @T( @ticket.ticket_state.name ) %> -
       <%- @T( @ticket.ticket_priority.name ) %> -
       <span class="humanTimeFromNow" data-time="<%- @ticket.created_at %>">?</span>
+      <% if  @ticket.escalation_time: %>
+      - <%- @T('Escalation in') %>
+      <span class="humanTimeFromNow escalation" data-time="<%- @ticket.escalation_time %>">?</span>
+      <% end %>
     </div>
   </div>
 </div>

app/models/observer/ticket/user_ticket_counter.rb

@@ -11,8 +11,16 @@ class Observer::Ticket::UserTicketCounter < ActiveRecord::Observer
   def user_ticket_counter_update(record)
     return if !record.customer_id
 
-    ticket_state_list_open   = Ticket::State.where( :state_type_id => Ticket::StateType.where( :name => ['new','open', 'pending reminder', 'pending action']) )
+    ticket_state_list_open   = Ticket::State.where(
-    ticket_state_list_closed = Ticket::State.where( :state_type_id => Ticket::StateType.where( :name => ['closed'] ) )
+      :state_type_id => Ticket::StateType.where(
+        :name => ['new','open', 'pending reminder', 'pending action']
+      )
+    )
+    ticket_state_list_closed = Ticket::State.where(
+      :state_type_id => Ticket::StateType.where(
+        :name => ['closed']
+      )
+    )
 
     tickets_open   = Ticket.where( :customer_id => record.customer_id, :ticket_state_id => ticket_state_list_open ).count()
     tickets_closed = Ticket.where( :customer_id => record.customer_id, :ticket_state_id => ticket_state_list_closed ).count()

app/models/sla.rb

@@ -2,4 +2,12 @@ class Sla < ApplicationModel
   store     :condition
   store     :data
   validates :name, :presence => true
+
+  after_create :escalation_calculation_rebuild
+  after_update :escalation_calculation_rebuild
+
+  private
+    def escalation_calculation_rebuild
+      Ticket.escalation_calculation_rebuild
+    end
 end

app/models/ticket.rb

@@ -403,29 +403,60 @@ class Ticket < ApplicationModel
     return adapter
   end
 
+  def self.escalation_calculation_rebuild
+    ticket_state_list_open   = Ticket::State.where(
+      :state_type_id => Ticket::StateType.where(
+        :name => ['new','open', 'pending reminder', 'pending action']
+      )
+    )
+    tickets = Ticket.where( :ticket_state_id => ticket_state_list_open )
+    tickets.each {|ticket|
+      ticket.escalation_calculation
+    }
+  end
+
   def escalation_calculation
 
+    # set escalation off if ticket is already closed
+    ticket_state      = Ticket::State.lookup( :id => self.ticket_state_id )
+    ticket_state_type = Ticket::StateType.lookup( :id => ticket_state.state_type_id )
+    ignore_escalation = ['removed', 'closed', 'merged', 'pending action']
+    if ignore_escalation.include?(ticket_state_type.name)
+      self.escalation_time            = nil
+#      self.first_response_escal_date  = nil
+#      self.close_time_escal_date      = nil
+      self.save
+      return true
+    end
+
     # get sla
     sla_selected = nil
     Sla.where( :active => true ).each {|sla|
       if sla.condition
         puts sla.condition.inspect
         hit = false
-        if sla.condition['tickets.ticket_priority_id']
+        map = [
-          if sla.condition['tickets.ticket_priority_id'].class == String
+          [ 'tickets.ticket_priority_id', 'ticket_priority_id' ],
-            sla.condition['tickets.ticket_priority_id'] = [ sla.condition['tickets.ticket_priority_id'].to_i ]
+          [ 'tickets.group_id', 'group_id' ]
+        ]
+        map.each {|item|
+          if sla.condition[ item[0] ]
+            if sla.condition[ item[0] ].class == String
+              sla.condition[ item[0] ] = [ sla.condition[ item[0] ] ]
             end
-          if sla.condition['tickets.ticket_priority_id'].include?( self.ticket_priority_id )
+            if sla.condition[ item[0] ].include?( self[ item[1] ].to_s )
               hit = true
             else
               hit = false
             end
           end
+        }
         if hit
           sla_selected = sla
         end
       end
     }
+
     return if !sla_selected
 
     # get calendar settings
@@ -441,12 +472,19 @@ class Ticket < ApplicationModel
 #    puts sla_selected.inspect
 #    puts days.inspect
 
+    self.escalation_time            = nil
+    self.first_response_escal_date  = nil
+    self.close_time_escal_date      = nil
+
     # first response
     if sla_selected.first_response_time
       created_at = Time.parse(self.created_at.to_s)
       self.first_response_escal_date = (sla_selected.first_response_time / 60).round.business_hour.after( created_at )
-#      self.first_response_sla_time = 
+
-#!self.first_response &&
+      # set ticket escalation
+      if !self.first_response && (!self.escalation_time || self.escalation_time > self.first_response_escal_date)
+        self.escalation_time = self.first_response_escal_date
+      end
     end
 
     if self.first_response && !self.first_response_in_min
@@ -466,6 +504,11 @@ class Ticket < ApplicationModel
     if sla_selected.close_time
       created_at = Time.parse(self.created_at.to_s)
       self.close_time_escal_date = (sla_selected.close_time / 60).round.business_hour.after( created_at )
+
+      # set ticket escalation
+      if !self.close_time && (!self.escalation_time || self.escalation_time > self.close_time_escal_date)
+        self.escalation_time = self.close_time_escal_date
+      end
     end
 
     if self.close_time && !self.close_time_in_min

db/migrate/20130306224545_change_ticket_escalation2.rb

@@ -0,0 +1,9 @@
+class ChangeTicketEscalation2 < ActiveRecord::Migration
+  def up
+    add_column :tickets, :escalation_time,  :timestamp,  :null => true
+    add_index :tickets, [:escalation_time]
+  end
+
+  def down
+  end
+end

db/seeds.rb

@@ -1298,13 +1298,13 @@ Overview.create_if_not_exists(
     'tickets.ticket_state_id' => [1,2,3],
   },
   :order => {
-    :by        => 'created_at',
+    :by        => 'escalation_time',
     :direction => 'ASC',
   },
   :view => {
-    :d => [ 'title', 'customer', 'ticket_state', 'group', 'owner', 'created_at' ],
+    :d => [ 'title', 'customer', 'ticket_state', 'group', 'owner', 'escalation_time' ],
-    :s => [ 'number', 'title', 'customer', 'ticket_state', 'ticket_priority', 'group', 'owner', 'created_at' ],
+    :s => [ 'number', 'title', 'customer', 'ticket_state', 'ticket_priority', 'group', 'owner', 'escalation_time' ],
-    :m => [ 'number', 'title', 'customer', 'ticket_state', 'ticket_priority', 'group', 'owner', 'created_at' ],
+    :m => [ 'number', 'title', 'customer', 'ticket_state', 'ticket_priority', 'group', 'owner', 'escalation_time' ],
     :view_mode_default => 's',
   },
   :updated_by_id => 1,