99 lines
2.8 KiB
Ruby
99 lines
2.8 KiB
Ruby
# Copyright (C) 2012-2021 Zammad Foundation, http://zammad-foundation.org/
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class Stats::TicketReopen
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def self.generate(user)
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# get my closed tickets
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total = Ticket.select('id').where(
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'owner_id = ? AND close_at > ?',
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user.id, Time.zone.now - 7.days
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).count
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# get count of reopens
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count = StatsStore.where(
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stats_storable: user,
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key: 'ticket:reopen',
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).where('created_at > ? AND created_at < ?', 7.days.ago, Time.zone.now).count
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if count > total
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total = count
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end
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reopen_in_precent = 0
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if total.nonzero?
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reopen_in_precent = (count.to_f / (total.to_f / 100)).round(1)
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end
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{
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used_for_average: reopen_in_precent,
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percent: reopen_in_precent,
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average_per_agent: '-',
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state: 'good',
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count: count,
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total: total,
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}
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end
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def self.average_state(result, _user_id)
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return result if !result.key?(:used_for_average)
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if result[:total] < 1 || result[:average_per_agent].to_d == 0.0.to_d
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result[:state] = 'supergood'
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return result
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end
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# in_percent = ( result[:used_for_average].to_f / (result[:average_per_agent].to_f / 100) ).round(1)
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# result[:average_per_agent_in_percent] = in_percent
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in_percent = (result[:count].to_f / (result[:total].to_f / 100)).round(1)
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result[:state] = if in_percent >= 90
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'superbad'
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elsif in_percent >= 65
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'bad'
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elsif in_percent >= 40
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'ok'
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elsif in_percent >= 20
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'good'
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else
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'supergood'
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end
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result
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end
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def self.log(object, o_id, changes, updated_by_id)
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return if object != 'Ticket'
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ticket = Ticket.lookup(id: o_id)
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return if !ticket
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# check if close_at is already set / if not, ticket is not reopened
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return if !ticket.close_at
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# only if state id has changed
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return if !changes['state_id']
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# only if ticket is not created in closed state
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return if !changes['state_id'][0]
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# only if current owner is not 1
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return if ticket.owner_id == 1
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state_before = Ticket::State.lookup(id: changes['state_id'][0])
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state_type_before = Ticket::StateType.lookup(id: state_before.state_type_id)
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return if state_type_before.name != 'closed'
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state_now = Ticket::State.lookup(id: changes['state_id'][1])
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state_type_now = Ticket::StateType.lookup(id: state_now.state_type_id)
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return if state_type_now.name == 'closed'
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StatsStore.create(
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stats_storable: ticket.owner,
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key: 'ticket:reopen',
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data: { ticket_id: ticket.id },
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created_at: Time.zone.now,
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created_by_id: updated_by_id,
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)
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end
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end
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