Fixed issue #188 - Escalation calculation wrong for reopened tickets.
This commit is contained in:
Rolf Schmidt
parent
75433beb6c
commit
f710c033c1
2 changed files with 283 additions and 66 deletions
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@ -106,11 +106,7 @@ returns
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# fist response
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# calculate first response escalation
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if sla.first_response_time
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self.first_response_escal_date = biz.time(sla.first_response_time, :minutes).after(created_at)
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pending_time = pending_minutes(created_at, first_response_escal_date, biz)
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if pending_time && pending_time > 0
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self.first_response_escal_date = biz.time(pending_time, :minutes).after(first_response_escal_date)
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end
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self.first_response_escal_date = destination_time(created_at, sla.first_response_time, biz)
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end
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# get response time in min
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@ -139,11 +135,7 @@ returns
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last_update = last_contact_customer
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end
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if sla.update_time && last_update
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self.update_time_escal_date = biz.time(sla.update_time, :minutes).after(last_update)
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pending_time = pending_minutes(last_update, update_time_escal_date, biz)
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if pending_time && pending_time > 0
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self.update_time_escal_date = biz.time(pending_time, :minutes).after(update_time_escal_date)
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end
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self.update_time_escal_date = destination_time(last_update, sla.update_time, biz)
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end
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if update_time_escal_date && ((!escalation_time && update_time_escal_date) || update_time_escal_date < escalation_time)
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self.escalation_time = update_time_escal_date
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@ -162,11 +154,7 @@ returns
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# close time
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# calculate close time escalation
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if sla.solution_time
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self.close_time_escal_date = biz.time(sla.solution_time, :minutes).after(created_at)
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pending_time = pending_minutes(created_at, first_response_escal_date, biz)
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if pending_time && pending_time > 0
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self.close_time_escal_date = biz.time(pending_time, :minutes).after(close_time_escal_date)
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end
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self.close_time_escal_date = destination_time(created_at, sla.solution_time, biz)
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end
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# get close time in min
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@ -228,17 +216,54 @@ returns
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private
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=begin
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return destination_time for time range
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destination_time = destination_time(start_time, move_minutes, biz)
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returns
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destination_time = Time.zone.parse('2016-08-02T11:11:11Z')
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=end
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def destination_time(start_time, move_minutes, biz)
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destination_time = biz.time(move_minutes, :minutes).after(start_time)
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# go step by step to end of pending_minutes until pending_minutes is 0
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pending_start_time = start_time
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500.times.each {
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# check if we have pending time in the range to the destination time
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pending_minutes = pending_minutes(pending_start_time, destination_time, biz)
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# skip if no pending time is given
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break if !pending_minutes || pending_minutes <= 0
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# set pending destination to start time and add pending time to destination time
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pending_start_time = destination_time
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destination_time = biz.time(pending_minutes, :minutes).after(destination_time)
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}
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destination_time
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end
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# get business minutes of pending time
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# type = business_minutes (pending time in business minutes)
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# type = non_business_minutes (pending time in non business minutes)
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def pending_minutes(start_time, end_time, biz, type = 'non_business_minutes')
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working_time_in_min = 0
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total_time_in_min = 0
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last_state = nil
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last_state_change = nil
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last_state_is_pending = false
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pending_minutes = 0
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working_time_in_min = 0
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total_time_in_min = 0
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last_state = nil
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last_state_change = nil
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last_state_is_pending = false
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pending_minutes = 0
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ignore_escalation_states = Ticket::State.where(
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ignore_escalation: true,
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).map(&:name)
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history_get.each { |history_item|
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# ignore if it isn't a state change
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@ -264,9 +289,7 @@ returns
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# check if time need to be counted
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counted = true
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if history_item['value_from'] == 'pending reminder'
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counted = false
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elsif history_item['value_from'] == 'close'
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if ignore_escalation_states.include?(history_item['value_from'])
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counted = false
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end
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@ -279,11 +302,10 @@ returns
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end
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total_time_in_min = total_time_in_min + diff
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last_state_is_pending = if history_item['value_to'] == 'pending reminder'
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true
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else
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false
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end
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last_state_is_pending = false
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if ignore_escalation_states.include?(history_item['value_to'])
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last_state_is_pending = true
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end
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# remember for next loop last state
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last_state = history_item['value_to']
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@ -13,10 +13,10 @@ class TicketSlaTest < ActiveSupport::TestCase
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ticket = Ticket.create(
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title: 'some title äöüß',
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group: Group.lookup( name: 'Users'),
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group: Group.lookup(name: 'Users'),
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customer_id: 2,
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state: Ticket::State.lookup( name: 'new'),
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priority: Ticket::Priority.lookup( name: '2 normal'),
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state: Ticket::State.lookup(name: 'new'),
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priority: Ticket::Priority.lookup(name: '2 normal'),
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created_at: '2013-03-21 09:30:00 UTC',
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updated_at: '2013-03-21 09:30:00 UTC',
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updated_by_id: 1,
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@ -323,7 +323,7 @@ class TicketSlaTest < ActiveSupport::TestCase
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# set close time over time
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ticket.update_attributes(
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state: Ticket::State.lookup( name: 'closed')
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state: Ticket::State.lookup(name: 'closed')
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)
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assert_equal(ticket.escalation_time, nil, 'ticket.escalation_time verify 9')
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@ -345,10 +345,10 @@ class TicketSlaTest < ActiveSupport::TestCase
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ticket = Ticket.create(
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title: 'some title äöüß',
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group: Group.lookup( name: 'Users'),
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group: Group.lookup(name: 'Users'),
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customer_id: 2,
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state: Ticket::State.lookup( name: 'new'),
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priority: Ticket::Priority.lookup( name: '2 normal'),
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state: Ticket::State.lookup(name: 'new'),
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priority: Ticket::Priority.lookup(name: '2 normal'),
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updated_by_id: 1,
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created_by_id: 1,
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created_at: '2013-03-28 23:49:00 UTC',
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@ -416,10 +416,10 @@ class TicketSlaTest < ActiveSupport::TestCase
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ticket = Ticket.create(
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title: 'some title äöüß',
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group: Group.lookup( name: 'Users'),
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group: Group.lookup(name: 'Users'),
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customer_id: 2,
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state: Ticket::State.lookup( name: 'new'),
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priority: Ticket::Priority.lookup( name: '2 normal'),
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state: Ticket::State.lookup(name: 'new'),
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priority: Ticket::Priority.lookup(name: '2 normal'),
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updated_by_id: 1,
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created_by_id: 1,
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created_at: '2013-03-28 23:49:00 UTC',
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@ -517,10 +517,10 @@ class TicketSlaTest < ActiveSupport::TestCase
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ticket = Ticket.create(
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title: 'some title äöüß',
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group: Group.lookup( name: 'Users'),
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group: Group.lookup(name: 'Users'),
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customer_id: 2,
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state: Ticket::State.lookup( name: 'new'),
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priority: Ticket::Priority.lookup( name: '2 normal'),
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state: Ticket::State.lookup(name: 'new'),
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priority: Ticket::Priority.lookup(name: '2 normal'),
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created_at: '2013-03-21 09:30:00 UTC',
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updated_at: '2013-03-21 09:30:00 UTC',
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updated_by_id: 1,
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@ -612,10 +612,10 @@ class TicketSlaTest < ActiveSupport::TestCase
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assert(delete, 'ticket destroy')
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ticket = Ticket.create(
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title: 'some title äöüß',
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group: Group.lookup( name: 'Users'),
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group: Group.lookup(name: 'Users'),
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customer_id: 2,
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state: Ticket::State.lookup( name: 'new'),
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priority: Ticket::Priority.lookup( name: '2 normal'),
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state: Ticket::State.lookup(name: 'new'),
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priority: Ticket::Priority.lookup(name: '2 normal'),
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created_at: '2013-10-21 09:30:00 UTC',
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updated_at: '2013-10-21 09:30:00 UTC',
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updated_by_id: 1,
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@ -702,10 +702,10 @@ class TicketSlaTest < ActiveSupport::TestCase
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ticket = Ticket.create(
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title: 'some title äöüß',
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group: Group.lookup( name: 'Users'),
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group: Group.lookup(name: 'Users'),
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customer_id: 2,
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state: Ticket::State.lookup( name: 'new'),
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priority: Ticket::Priority.lookup( name: '2 normal'),
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state: Ticket::State.lookup(name: 'new'),
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priority: Ticket::Priority.lookup(name: '2 normal'),
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created_at: '2013-10-21 05:30:00 UTC',
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updated_at: '2013-10-21 05:30:00 UTC',
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updated_by_id: 1,
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@ -734,10 +734,10 @@ class TicketSlaTest < ActiveSupport::TestCase
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ticket = Ticket.create(
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title: 'some title holiday test',
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group: Group.lookup( name: 'Users'),
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group: Group.lookup(name: 'Users'),
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customer_id: 2,
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state: Ticket::State.lookup( name: 'new'),
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priority: Ticket::Priority.lookup( name: '2 normal'),
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state: Ticket::State.lookup(name: 'new'),
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priority: Ticket::Priority.lookup(name: '2 normal'),
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created_at: '2015-09-21 14:30:00 UTC',
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updated_at: '2015-09-21 14:30:00 UTC',
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updated_by_id: 1,
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@ -757,13 +757,208 @@ class TicketSlaTest < ActiveSupport::TestCase
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end
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test 'ticket escalation suspend close reopen bug' do
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# cleanup
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delete = Sla.destroy_all
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assert(delete, 'sla destroy_all')
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delete = Ticket.destroy_all
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assert(delete, 'ticket destroy_all')
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ticket1 = Ticket.create(
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title: 'some title äöüß3',
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group: Group.lookup(name: 'Users'),
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customer_id: 2,
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state: Ticket::State.lookup(name: 'open'),
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priority: Ticket::Priority.lookup(name: '2 normal'),
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created_at: '2013-06-04 09:00:00 UTC',
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updated_at: '2013-06-04 09:00:00 UTC',
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updated_by_id: 1,
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created_by_id: 1,
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)
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assert(ticket1, 'ticket created')
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# set ticket at 09:30 to pending
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History.add(
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history_type: 'updated',
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history_object: 'Ticket',
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history_attribute: 'state',
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o_id: ticket1.id,
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id_from: Ticket::State.lookup(name: 'open').id,
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id_to: Ticket::State.lookup(name: 'pending reminder').id,
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value_from: 'open',
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value_to: 'pending reminder',
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created_by_id: 1,
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created_at: '2013-06-04 09:30:00 UTC',
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updated_at: '2013-06-04 09:30:00 UTC',
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)
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# set ticket at 09:45 to open
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History.add(
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history_type: 'updated',
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history_object: 'Ticket',
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history_attribute: 'state',
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o_id: ticket1.id,
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id_from: Ticket::State.lookup(name: 'pending reminder').id,
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id_to: Ticket::State.lookup(name: 'open').id,
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value_from: 'pending reminder',
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value_to: 'open',
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created_by_id: 1,
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created_at: '2013-06-04 09:45:00 UTC',
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updated_at: '2013-06-04 09:45:00 UTC',
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)
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# set ticket at 10:00 to closed
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History.add(
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history_type: 'updated',
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history_object: 'Ticket',
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history_attribute: 'state',
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o_id: ticket1.id,
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id_from: Ticket::State.lookup(name: 'open').id,
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id_to: Ticket::State.lookup(name: 'closed').id,
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value_from: 'open',
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value_to: 'closed',
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created_by_id: 1,
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created_at: '2013-06-04 10:00:00 UTC',
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updated_at: '2013-06-04 10:00:00 UTC',
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)
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# set ticket at 10:30 to open
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History.add(
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history_type: 'updated',
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history_object: 'Ticket',
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history_attribute: 'state',
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o_id: ticket1.id,
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id_from: Ticket::State.lookup(name: 'closed').id,
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id_to: Ticket::State.lookup(name: 'open').id,
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value_from: 'closed',
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value_to: 'open',
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created_by_id: 1,
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created_at: '2013-06-04 10:30:00 UTC',
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updated_at: '2013-06-04 10:30:00 UTC',
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)
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# set sla's for timezone "Europe/Berlin" summertime (+2), so UTC times are 7:00-16:00
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calendar = Calendar.create_or_update(
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name: 'EU 5',
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timezone: 'Europe/Berlin',
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business_hours: {
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mon: {
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active: true,
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timeframes: [ ['09:00', '18:00'] ]
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},
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tue: {
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active: true,
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timeframes: [ ['09:00', '18:00'] ]
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},
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wed: {
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active: true,
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timeframes: [ ['09:00', '18:00'] ]
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},
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thu: {
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active: true,
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timeframes: [ ['09:00', '18:00'] ]
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},
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fri: {
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active: true,
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timeframes: [ ['09:00', '18:00'] ]
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},
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sat: {
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active: true,
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timeframes: [ ['09:00', '18:00'] ]
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},
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sun: {
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active: true,
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timeframes: [ ['09:00', '18:00'] ]
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},
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},
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default: true,
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ical_url: nil,
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updated_by_id: 1,
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created_by_id: 1,
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)
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sla = Sla.create_or_update(
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name: 'test sla suspend bug',
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condition: {},
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calendar_id: calendar.id,
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first_response_time: 120,
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update_time: 180,
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solution_time: 250,
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updated_by_id: 1,
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created_by_id: 1,
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)
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ticket1.escalation_calculation
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ticket1 = Ticket.find(ticket1.id)
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assert_equal(ticket1.escalation_time.gmtime.to_s, '2013-06-04 11:45:00 UTC', 'ticket1.escalation_time verify 1')
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assert_equal(ticket1.first_response_escal_date.gmtime.to_s, '2013-06-04 11:45:00 UTC', 'ticket1.first_response_escal_date verify 1')
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assert_equal(ticket1.first_response_in_min, nil, 'ticket1.first_response_in_min verify 3')
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assert_equal(ticket1.first_response_diff_in_min, nil, 'ticket1.first_response_diff_in_min verify 3')
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ticket2 = Ticket.create!(
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title: 'some title äöüß4',
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group: Group.lookup(name: 'Users'),
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customer_id: 2,
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state: Ticket::State.lookup(name: 'open'),
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priority: Ticket::Priority.lookup(name: '2 normal'),
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created_at: '2013-06-04 09:00:00 UTC',
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updated_at: '2013-06-04 09:00:00 UTC',
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updated_by_id: 1,
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created_by_id: 1,
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)
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assert(ticket2, 'ticket created')
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# set ticket at 10:00 to pending
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History.add(
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history_type: 'updated',
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history_object: 'Ticket',
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history_attribute: 'state',
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o_id: ticket2.id,
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id_from: Ticket::State.lookup(name: 'open').id,
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id_to: Ticket::State.lookup(name: 'pending reminder').id,
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value_from: 'open',
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value_to: 'pending reminder',
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created_by_id: 1,
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created_at: '2013-06-04 10:00:00 UTC',
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updated_at: '2013-06-04 10:00:00 UTC',
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)
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# set ticket at 15:00 to open
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History.add(
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history_type: 'updated',
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history_object: 'Ticket',
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history_attribute: 'state',
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o_id: ticket2.id,
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id_from: Ticket::State.lookup(name: 'pending reminder').id,
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id_to: Ticket::State.lookup(name: 'open').id,
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value_from: 'pending reminder',
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value_to: 'open',
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created_by_id: 1,
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created_at: '2013-06-04 15:00:00 UTC',
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updated_at: '2013-06-04 15:00:00 UTC',
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)
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ticket2.escalation_calculation
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ticket2 = Ticket.find(ticket2.id)
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assert_equal(ticket2.escalation_time.gmtime.to_s, '2013-06-04 16:00:00 UTC', 'ticket2.escalation_time verify 1')
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assert_equal(ticket2.first_response_escal_date.gmtime.to_s, '2013-06-04 16:00:00 UTC', 'ticket2.first_response_escal_date verify 1')
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assert_equal(ticket2.first_response_in_min, nil, 'ticket2.first_response_in_min verify 3')
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assert_equal(ticket2.first_response_diff_in_min, nil, 'ticket2.first_response_diff_in_min verify 3')
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delete = sla.destroy
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assert(delete, 'sla destroy')
|
||||
|
||||
delete = ticket1.destroy
|
||||
assert(delete, 'ticket1 destroy')
|
||||
delete = ticket2.destroy
|
||||
assert(delete, 'ticket2 destroy')
|
||||
end
|
||||
|
||||
test 'ticket escalation suspend' do
|
||||
ticket = Ticket.create(
|
||||
title: 'some title äöüß3',
|
||||
group: Group.lookup( name: 'Users'),
|
||||
group: Group.lookup(name: 'Users'),
|
||||
customer_id: 2,
|
||||
state: Ticket::State.lookup( name: 'new'),
|
||||
priority: Ticket::Priority.lookup( name: '2 normal'),
|
||||
state: Ticket::State.lookup(name: 'new'),
|
||||
priority: Ticket::Priority.lookup(name: '2 normal'),
|
||||
created_at: '2013-06-04 09:00:00 UTC',
|
||||
updated_at: '2013-06-04 09:00:00 UTC',
|
||||
updated_by_id: 1,
|
||||
|
|
@ -898,10 +1093,10 @@ class TicketSlaTest < ActiveSupport::TestCase
|
|||
# test Ticket created in state pending and closed without reopen or state change
|
||||
ticket = Ticket.create(
|
||||
title: 'some title äöüß3',
|
||||
group: Group.lookup( name: 'Users'),
|
||||
group: Group.lookup(name: 'Users'),
|
||||
customer_id: 2,
|
||||
state: Ticket::State.lookup( name: 'pending reminder'),
|
||||
priority: Ticket::Priority.lookup( name: '2 normal'),
|
||||
state: Ticket::State.lookup(name: 'pending reminder'),
|
||||
priority: Ticket::Priority.lookup(name: '2 normal'),
|
||||
created_at: '2013-06-04 09:00:00 UTC',
|
||||
updated_at: '2013-06-04 09:00:00 UTC',
|
||||
updated_by_id: 1,
|
||||
|
|
@ -978,7 +1173,7 @@ class TicketSlaTest < ActiveSupport::TestCase
|
|||
Scheduler.worker(true)
|
||||
ticket = Ticket.find(ticket.id)
|
||||
assert_equal(ticket.escalation_time, nil, 'ticket.escalation_time verify 1')
|
||||
assert_equal(ticket.first_response_escal_date.gmtime.to_s, '2013-06-04 13:00:00 UTC', 'ticket.first_response_escal_date verify 1')
|
||||
assert_equal(ticket.first_response_escal_date.gmtime.to_s, '2013-06-04 14:00:00 UTC', 'ticket.first_response_escal_date verify 1')
|
||||
assert_equal(ticket.first_response_in_min, nil, 'ticket.first_response_in_min verify 3')
|
||||
assert_equal(ticket.first_response_diff_in_min, nil, 'ticket.first_response_diff_in_min verify 3')
|
||||
assert_equal(ticket.update_time_escal_date.gmtime.to_s, '2013-06-04 15:00:00 UTC', 'ticket.update_time_escal_date verify 1')
|
||||
|
|
@ -995,10 +1190,10 @@ class TicketSlaTest < ActiveSupport::TestCase
|
|||
# test Ticket created in state pending, changed state to openen, back to pending and closed
|
||||
ticket = Ticket.create(
|
||||
title: 'some title äöüß3',
|
||||
group: Group.lookup( name: 'Users'),
|
||||
group: Group.lookup(name: 'Users'),
|
||||
customer_id: 2,
|
||||
state: Ticket::State.lookup( name: 'pending reminder'),
|
||||
priority: Ticket::Priority.lookup( name: '2 normal'),
|
||||
state: Ticket::State.lookup(name: 'pending reminder'),
|
||||
priority: Ticket::Priority.lookup(name: '2 normal'),
|
||||
created_at: '2013-06-04 09:00:00 UTC',
|
||||
updated_at: '2013-06-04 09:00:00 UTC',
|
||||
updated_by_id: 1,
|
||||
|
|
@ -1105,7 +1300,7 @@ class TicketSlaTest < ActiveSupport::TestCase
|
|||
Scheduler.worker(true)
|
||||
ticket = Ticket.find(ticket.id)
|
||||
assert_equal(ticket.escalation_time, nil, 'ticket.escalation_time verify 1')
|
||||
assert_equal(ticket.first_response_escal_date.gmtime.to_s, '2013-06-04 12:30:00 UTC', 'ticket.first_response_escal_date verify 1')
|
||||
assert_equal(ticket.first_response_escal_date.gmtime.to_s, '2013-06-04 13:30:00 UTC', 'ticket.first_response_escal_date verify 1')
|
||||
assert_equal(ticket.first_response_in_min, nil, 'ticket.first_response_in_min verify 3')
|
||||
assert_equal(ticket.first_response_diff_in_min, nil, 'ticket.first_response_diff_in_min verify 3')
|
||||
assert_equal(ticket.update_time_escal_date.gmtime.to_s, '2013-06-04 14:30:00 UTC', 'ticket.update_time_escal_date verify 1')
|
||||
|
|
@ -1123,10 +1318,10 @@ class TicketSlaTest < ActiveSupport::TestCase
|
|||
### close ticket
|
||||
ticket = Ticket.create(
|
||||
title: 'some title äöüß3',
|
||||
group: Group.lookup( name: 'Users'),
|
||||
group: Group.lookup(name: 'Users'),
|
||||
customer_id: 2,
|
||||
state: Ticket::State.lookup( name: 'pending reminder'),
|
||||
priority: Ticket::Priority.lookup( name: '2 normal'),
|
||||
state: Ticket::State.lookup(name: 'pending reminder'),
|
||||
priority: Ticket::Priority.lookup(name: '2 normal'),
|
||||
created_at: '2013-06-04 09:00:00 UTC',
|
||||
updated_at: '2013-06-04 09:00:00 UTC',
|
||||
updated_by_id: 1,
|
||||
|
|
@ -1248,7 +1443,7 @@ class TicketSlaTest < ActiveSupport::TestCase
|
|||
Scheduler.worker(true)
|
||||
ticket = Ticket.find(ticket.id)
|
||||
assert_equal(ticket.escalation_time, nil, 'ticket.escalation_time verify 1')
|
||||
assert_equal(ticket.first_response_escal_date.gmtime.to_s, '2013-06-04 12:30:00 UTC', 'ticket.first_response_escal_date verify 1')
|
||||
assert_equal(ticket.first_response_escal_date.gmtime.to_s, '2013-06-04 13:00:00 UTC', 'ticket.first_response_escal_date verify 1')
|
||||
assert_equal(ticket.first_response_in_min, nil, 'ticket.first_response_in_min verify 3')
|
||||
assert_equal(ticket.first_response_diff_in_min, nil, 'ticket.first_response_diff_in_min verify 3')
|
||||
assert_equal(ticket.update_time_escal_date.gmtime.to_s, '2013-06-04 14:00:00 UTC', 'ticket.update_time_escal_date verify 1')
|
||||
|
|
|
|||
Loading…
Reference in a new issue