47 lines
1.1 KiB
Ruby
47 lines
1.1 KiB
Ruby
# Copyright (C) 2012-2021 Zammad Foundation, http://zammad-foundation.org/
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class Stats::TicketEscalation
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def self.generate(user)
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open_state_ids = Ticket::State.by_category(:open).pluck(:id)
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# get users groups
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group_ids = user.group_ids_access('full')
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# owned tickets
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own_escalated = Ticket.where(
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'owner_id = ? AND group_id IN (?) AND state_id IN (?) AND escalation_at < ?', user.id, group_ids, open_state_ids, Time.zone.now
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).count
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# all tickets
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all_escalated = Ticket.where(
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'group_id IN (?) AND state_id IN (?) AND escalation_at < ?', group_ids, open_state_ids, Time.zone.now
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).count
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average = '-'
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state = if own_escalated.zero?
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'supergood'
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elsif own_escalated <= 1
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'good'
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elsif own_escalated <= 4
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'ok'
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else
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'bad'
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end
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{
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used_for_average: own_escalated,
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average_per_agent: average,
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state: state,
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own: own_escalated,
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total: all_escalated,
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}
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end
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def self.average_state(result, _user_id)
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result
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end
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end
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