46 lines
1.2 KiB
Ruby
46 lines
1.2 KiB
Ruby
# Copyright (C) 2012-2021 Zammad Foundation, http://zammad-foundation.org/
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# Reopens the ticket in case certain new articles are created.
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module Ticket::Article::ResetsTicketState
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extend ActiveSupport::Concern
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included do
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after_create :ticket_article_reset_ticket_state
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end
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private
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def ticket_article_reset_ticket_state
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# return if we run import mode
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return true if Setting.get('import_mode')
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# only change state if not processed via postmaster
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return true if ApplicationHandleInfo.postmaster?
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# if article in internal
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return true if internal
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# if sender is agent
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return true if Ticket::Article::Sender.lookup(id: sender_id).name != 'Agent'
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# if article is a message to customer
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return true if !Ticket::Article::Type.lookup(id: type_id).communication
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# if current ticket state is still new
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ticket = Ticket.find_by(id: ticket_id)
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return true if !ticket
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new_state = Ticket::State.find_by(default_create: true)
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return true if ticket.state_id != new_state.id
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state = Ticket::State.find_by(default_follow_up: true)
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return true if !state
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# set ticket to open
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ticket.state_id = state.id
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# save ticket
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ticket.save
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end
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end
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