Fixed reopen of tickets all time. Create new page posts as already closed ticket if post creator was own page account (issue#251).

app/models/channel/driver/facebook.rb

@@ -4,7 +4,14 @@ require 'facebook'
 
 class Channel::Driver::Facebook
 
-  def fetch (options, channel)
+=begin
+
+  instance = Channel::Driver::Facebook.new
+  instance.fetch(channel.options, channel)
+
+=end
+
+  def fetch(options, channel)
     @channel  = channel
     @sync     = options['sync']
     @pages    = options['pages']

lib/facebook.rb

@@ -204,17 +204,18 @@ result
     return if !user
 
     # prepare title
-
     title = post['message']
     if title.length > 80
       title = "#{title[0, 80]}..."
     end
 
+    state = get_state(page, post)
+
     Ticket.create(
       customer_id: user.id,
       title:       title,
       group_id:    group_id,
-      state:       Ticket::State.find_by(name: 'new'),
+      state:       state,
       priority:    Ticket::Priority.find_by(name: '2 normal'),
       preferences: {
         channel_id: channel.id,
@@ -223,18 +224,12 @@ result
     )
   end
 
-  def to_article(post, ticket, _page)
+  def to_article(post, ticket, page)
 
     Rails.logger.debug 'Create article from post...'
     Rails.logger.debug post.inspect
     Rails.logger.debug ticket.inspect
 
-    # set ticket state to open if not new
-    if ticket.state.name != 'new'
-      ticket.state = Ticket::State.find_by(name: 'open')
-      ticket.save
-    end
-
     user = to_user(post)
     return if !user
 
@@ -267,6 +262,14 @@ result
 
     articles.each { |article|
       next if Ticket::Article.find_by(message_id: article[:message_id])
+
+      # set ticket state to open if not new
+      ticket_state = get_state(page, post, ticket)
+      if ticket_state.name != ticket.state.name
+        ticket.state = ticket_state
+        ticket.save
+      end
+
       article = {
         #to:        @account['name'],
         ticket_id: ticket.id,
@@ -312,6 +315,23 @@ result
 
   private
 
+  def get_state(page, post, ticket = nil)
+
+    # no changes in post is from page user it self
+    if post['from'] && post['from']['id'].to_s == page['id'].to_s
+      if !ticket
+        return Ticket::State.find_by(name: 'closed') if !ticket
+      end
+      return ticket.state
+    end
+
+    state = Ticket::State.find_by(name: 'new')
+    return state if !ticket
+
+    return ticket.state if ticket.state.name == 'new'
+    Ticket::State.find_by(name: 'open')
+  end
+
   def access_token_for_page(lookup)
     access_token = nil
     pages.each { |page|
@@ -336,14 +356,14 @@ result
       user = to_user(comment)
       next if !user
       article_data = {
-        from:         "#{user.firstname} #{user.lastname}",
-        body:       comment['message'],
-        message_id: comment['id'],
-        type_id:    Ticket::Article::Type.find_by( name: 'facebook feed comment' ).id,
+        from:        "#{user.firstname} #{user.lastname}",
+        body:        comment['message'],
+        message_id:  comment['id'],
+        type_id:     Ticket::Article::Type.find_by(name: 'facebook feed comment').id,
         in_reply_to: in_reply_to
       }
       result.push(article_data)
-      sub_comments = @client.get_object( "#{comment['id']}/comments" )
+      sub_comments = @client.get_object("#{comment['id']}/comments")
       sub_articles = nested_comments(sub_comments, comment['id'])
       result += sub_articles
     }

test/integration/facebook_test.rb

@@ -127,6 +127,7 @@ class FacebookTest < ActiveSupport::TestCase
 
     # check if first article has been created
     article = Ticket::Article.find_by(message_id: post['id'])
+    assert_equal('new', article.ticket.state.name)
 
     assert(article, "article post '#{post['id']}' imported")
     assert_equal(article.from, customer_name, 'ticket article inbound body')
@@ -150,6 +151,7 @@ class FacebookTest < ActiveSupport::TestCase
 
     # check if second article has been created
     article = Ticket::Article.find_by(message_id: comment['id'])
+    assert_equal('new', article.ticket.reload.state.name)
 
     assert(article, "article comment '#{comment['id']}' imported")
     assert_equal(article.from, customer_name, 'ticket article inbound body')
@@ -171,6 +173,7 @@ class FacebookTest < ActiveSupport::TestCase
 
     article = Ticket::Article.find_by(message_id: post['id'])
     ticket = article.ticket
+    assert_equal('new', ticket.state.name)
     assert(article, "article post '#{post['id']}' imported")
 
     # check customer
@@ -191,12 +194,17 @@ class FacebookTest < ActiveSupport::TestCase
     )
 
     Scheduler.worker(true)
+    assert_equal('open', ticket.reload.state.name)
 
     outbound_article = Ticket::Article.find(outbound_article.id)
     assert(outbound_article, 'outbound article created')
     assert_equal(outbound_article.from, page_name, 'ticket article outbound count')
     assert_equal(outbound_article.ticket.articles.count, 2, 'ticket article outbound count')
 
+    ticket = Ticket.find(outbound_article.ticket_id)
+    ticket.state = Ticket::State.find_by(name: 'closed')
+    ticket.save!
+
     post_comment = 'The peacock feather is fallen off.'
     comment      = customer_client.put_comment(post['id'], post_comment)
 
@@ -207,6 +215,7 @@ class FacebookTest < ActiveSupport::TestCase
 
     article = Ticket::Article.find_by(message_id: comment['id'])
     assert(article, "article comment '#{comment['id']}' imported")
+    assert_equal('open', ticket.reload.state.name)
 
     # reply via ticket
     reply_text = "Please send it to our address and add the ticket number #{article.ticket.number}."