Added more tests for pending->close or pending->open->pending-close. Thanks to Katia for some hints to improved the logic.

app/models/ticket.rb

@@ -619,7 +619,7 @@ class Ticket < ApplicationModel
       self.first_response_escal_date = TimeCalculation.dest_time( self.created_at, sla_selected.first_response_time, sla_selected.data, sla_selected.timezone )
 
       # get pending time between created and first response escal. time
-      time_in_pending = escalation_suspend( self.created_at, self.first_response_escal_date, 'relative', sla_selected )
+      time_in_pending = escalation_suspend( self.created_at, self.first_response_escal_date, 'relative', sla_selected, sla_selected.first_response_time )
 
       # get new escalation time (original escal_date + time_in_pending)
       self.first_response_escal_date = TimeCalculation.dest_time( self.first_response_escal_date, time_in_pending.to_i, sla_selected.data, sla_selected.timezone )
@@ -648,6 +648,12 @@ class Ticket < ApplicationModel
     if sla_selected.update_time
       self.update_time_escal_date = TimeCalculation.dest_time( last_update, sla_selected.update_time, sla_selected.data, sla_selected.timezone  )
 
+      # get pending time between created and update escal. time
+      time_in_pending = escalation_suspend( last_update, self.update_time_escal_date, 'relative', sla_selected, sla_selected.update_time )
+
+      # get new escalation time (original escal_date + time_in_pending)
+      self.update_time_escal_date = TimeCalculation.dest_time( self.update_time_escal_date, time_in_pending.to_i, sla_selected.data, sla_selected.timezone )
+
       # set ticket escalation
       self.escalation_time = self._escalation_calculation_higher_time( self.escalation_time, self.update_time_escal_date, false )
     end
@@ -668,7 +674,7 @@ class Ticket < ApplicationModel
       self.close_time_escal_date = TimeCalculation.dest_time( self.created_at, sla_selected.close_time, sla_selected.data, sla_selected.timezone  )
 
       # get pending time between created and close escal. time
-      extended_escalation = escalation_suspend( self.created_at, self.close_time_escal_date, 'relative', sla_selected )
+      extended_escalation = escalation_suspend( self.created_at, self.close_time_escal_date, 'relative', sla_selected, sla_selected.close_time )
 
       # get new escalation time (original escal_date + time_in_pending)
       self.close_time_escal_date = TimeCalculation.dest_time( self.close_time_escal_date, extended_escalation.to_i, sla_selected.data, sla_selected.timezone )
@@ -731,7 +737,10 @@ class Ticket < ApplicationModel
     # real - time without supsend state
     # relative - only suspend time
 
-    def escalation_suspend (start_time, end_time, type, sla_selected)
+    def escalation_suspend (start_time, end_time, type, sla_selected, sla_time = 0)
+      if type == 'relative'
+        end_time += sla_time * 60
+      end
       total_time_without_pending = 0
       total_time = 0
       #get history for ticket
@@ -748,6 +757,9 @@ class Ticket < ApplicationModel
         history_attribute = History::Attribute.lookup( :id => history_item.history_attribute_id );
         next if history_attribute.name != 'ticket_state'
 
+        # ignore all newer state before start_time
+        next if history_item.created_at < start_time
+
         # ignore all older state changes after end_time
         next if last_state_change && last_state_change > end_time
 
@@ -762,29 +774,26 @@ class Ticket < ApplicationModel
           last_state_change = start_time
         end
 
-        # use time if ticket got from e. g. open to pending
-        if history_item.value_from != 'pending' && history_item.value_to == 'pending'
-          diff = escalation_time_diff( last_state_change, history_item.created_at, sla_selected )
-          puts "Diff count !=pending -> ==pending #{diff.to_s} - #{last_state_change} - #{history_item.created_at}"
-          total_time_without_pending = total_time_without_pending + diff
-          total_time = total_time + diff
-          last_state_is_pending = true
+        # check if time need to be counted
+        counted = true
+        if history_item.value_from == 'pending'
+          counted = false
+        elsif history_item.value_from == 'close'
+          counted = false
+        end
 
-        # use time if ticket got from e. g. open to open
-        elsif history_item.value_from != 'pending' && history_item.value_to != 'pending'
-          diff = escalation_time_diff( last_state_change, history_item.created_at, sla_selected )
-          puts "Diff count !=pending -> !=pending #{diff.to_s} - #{last_state_change} - #{history_item.created_at}"
+        diff = escalation_time_diff( last_state_change, history_item.created_at, sla_selected )
+        if counted
+          puts "Diff count #{history_item.value_from} -> #{history_item.value_to} / #{last_state_change} -> #{history_item.created_at}"
           total_time_without_pending = total_time_without_pending + diff
-          total_time = total_time + diff
-          last_state_is_pending = false
-        elsif history_item.value_from == 'pending' && history_item.value_to != 'pending'
-          diff = escalation_time_diff( last_state_change, history_item.created_at, sla_selected )
-          puts "Diff not count ==pending -> !=pending #{diff.to_s} - #{last_state_change} - #{history_item.created_at}"
-          total_time = total_time + diff
-          last_state_is_pending = false
-        # no pending state, do not count
         else
-          puts "Diff do not count #{history_item.value_from}->#{history_item.value_to} -> #{history_item.created_at}"
+          puts "Diff not count #{history_item.value_from} -> #{history_item.value_to} / #{last_state_change} -> #{history_item.created_at}"
+        end
+        total_time = total_time + diff
+
+        if history_item.value_to == 'pending'
+          last_state_is_pending = true
+        else
           last_state_is_pending = false
         end
 
@@ -810,9 +819,9 @@ class Ticket < ApplicationModel
       end
 
       #return sum
-      if (type == 'real')
+      if type == 'real'
         return total_time_without_pending
-      elsif (type == 'relative')
+      elsif type == 'relative'
         relative = total_time - total_time_without_pending
         return relative
       else

test/unit/ticket_test.rb

@@ -572,8 +572,6 @@ class TicketTest < ActiveSupport::TestCase
   end
 
   test 'ticket escalation suspend' do
-
-
     ticket = Ticket.create(
       :title           => 'some title äöüß3',
       :group           => Group.lookup( :name => 'Users'),
@@ -598,8 +596,8 @@ class TicketTest < ActiveSupport::TestCase
       :value_from        => 'open',
       :value_to          => 'pending',
       :created_by_id     => 1,
-      :created_at        => '2013-06-04 10:00:00',
-      :updated_at        => '2013-06-04 10:00:00'
+      :created_at        => '2013-06-04 10:00:00 UTC',
+      :updated_at        => '2013-06-04 10:00:00 UTC',
     )
 
     # set ticket at 10:30 to open
@@ -613,30 +611,16 @@ class TicketTest < ActiveSupport::TestCase
       :value_from        => 'pending',
       :value_to          => 'open',
       :created_by_id     => 1,
-      :created_at        => '2013-06-04 10:30:00',
-      :updated_at        => '2013-06-04 10:30:00'
-    )
-
-    # set ticket from 11:00 to pending
-    #History.add(
-    #  :history_type      => 'updated',
-    #  :history_object    => 'Ticket',
-    #  :history_attribute => 'ticket_state',
-    #  :o_id              => ticket.id,
-    #  :id_to             => 3,
-    #  :id_from           => 2,
-    #  :value_from        => 'open',
-    #  :value_to          => 'pending',
-    #  :created_by_id     => 1,
-    #  :created_at        => '2013-06-04 11:00:00',
-    #  :updated_at        => '2013-06-04 11:00:00'
-    #)
+      :created_at        => '2013-06-04 10:30:00 UTC',
+      :updated_at        => '2013-06-04 10:30:00 UTC'
+    )
 
-    # set first response in time
-    #ticket.update_attributes(
-    #  :last_contact_agent => '2013-06-04 10:30:00 UTC',
-    #)
+    # set update time
+    ticket.update_attributes(
+      :last_contact_agent => '2013-06-04 10:15:00 UTC',
+    )
 
+    # set first response time
     ticket.update_attributes(
       :first_response => '2013-06-04 10:45:00 UTC',
     )
@@ -652,15 +636,15 @@ class TicketTest < ActiveSupport::TestCase
       :value_from        => 'open',
       :value_to          => 'closed',
       :created_by_id     => 1,
-      :created_at        => '2013-06-04 12:00:00',
-      :updated_at        => '2013-06-04 12:00:00'
+      :created_at        => '2013-06-04 12:00:00 UTC',
+      :updated_at        => '2013-06-04 12:00:00 UTC'
     )
 
     ticket.update_attributes(
       :close_time => '2013-06-04 12:00:00 UTC',
     )
 
-        # set sla's for timezone "Europe/Berlin" summertime (+2), so UTC times are 7:00-16:00
+    # set sla's for timezone "Europe/Berlin" summertime (+2), so UTC times are 7:00-16:00
     sla = Sla.create(
       :name => 'test sla 1',
       :condition => {},
@@ -672,28 +656,27 @@ class TicketTest < ActiveSupport::TestCase
       :timezone            => 'Europe/Berlin',
       :first_response_time => 120,
       :update_time   => 180,
-      :close_time    => 240,
+      :close_time    => 250,
       :active        => true,
       :updated_by_id => 1,
       :created_by_id => 1,
     )
     ticket = Ticket.find(ticket.id)
-    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-06-04 12:00:00 UTC', 'ticket.escalation_time verify 1' ) #check escal. time because first resp. is already done
+    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-06-04 13:30:00 UTC', 'ticket.escalation_time verify 1' )
     assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-06-04 11:30:00 UTC', 'ticket.first_response_escal_date verify 1' )
     assert_equal( ticket.first_response_in_min, 75, 'ticket.first_response_in_min verify 3' )
     assert_equal( ticket.first_response_diff_in_min, 45, 'ticket.first_response_diff_in_min verify 3' )
-    #assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-06-04 13:45:00 UTC', 'ticket.update_time_escal_date verify 1' )
-    assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-06-04 13:30:00 UTC', 'ticket.close_time_escal_date verify 1' )
+    assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-06-04 13:30:00 UTC', 'ticket.update_time_escal_date verify 1' )
+    assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-06-04 13:40:00 UTC', 'ticket.close_time_escal_date verify 1' )
     assert_equal( ticket.close_time_in_min, 150, 'ticket.close_time_in_min verify 3' )
-    assert_equal( ticket.close_time_diff_in_min, 90, 'ticket.close_time_diff_in_min# verify 3' )
+    assert_equal( ticket.close_time_diff_in_min, 100, 'ticket.close_time_diff_in_min# verify 3' )
     delete = sla.destroy
     assert( delete, "sla destroy" )
 
     delete = ticket.destroy
     assert( delete, "ticket destroy" )
 
-
-    ###test Ticket created in state pending and closed without reopen or state change
+    # 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'),
@@ -719,8 +702,8 @@ class TicketTest < ActiveSupport::TestCase
       :value_from        => 'pending',
       :value_to          => 'closed',
       :created_by_id     => 1,
-      :created_at        => '2013-06-04 12:00:00',
-      :updated_at        => '2013-06-04 12:00:00'
+      :created_at        => '2013-06-04 12:00:00 UTC',
+      :updated_at        => '2013-06-04 12:00:00 UTC',
     )
     ticket.update_attributes(
       :close_time => '2013-06-04 12:00:00 UTC',
@@ -734,7 +717,6 @@ class TicketTest < ActiveSupport::TestCase
         "beginning_of_workday" => "9:00",
         "end_of_workday"       => "18:00",
       },
-      #:timezone            => 'Europe/Berlin',
       :first_response_time => 120,
       :update_time   => 180,
       :close_time    => 240,
@@ -744,14 +726,14 @@ class TicketTest < ActiveSupport::TestCase
     )
     ticket = Ticket.find(ticket.id)
 
-    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-06-04 14:00:00 UTC', 'ticket.escalation_time verify 1' ) #check escal. time because first resp. is already done
+    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-06-04 14:00:00 UTC', 'ticket.escalation_time 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' )
     assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-06-04 16:00:00 UTC', 'ticket.close_time_escal_date verify 1' )
     assert_equal( ticket.close_time_in_min, 0, 'ticket.close_time_in_min verify 3' )
-    assert_equal( ticket.close_time_diff_in_min, 240, 'ticket.close_time_diff_in_min# verify 3' )    
+    assert_equal( ticket.close_time_diff_in_min, 240, 'ticket.close_time_diff_in_min# verify 3' )
 
     delete = sla.destroy
     assert( delete, "sla destroy" )
@@ -760,7 +742,7 @@ class TicketTest < ActiveSupport::TestCase
     assert( delete, "ticket destroy" )
 
 
-      ###test Ticket created in state pending, changed state to openen, back to pending and closed
+    # 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'),
@@ -774,7 +756,7 @@ class TicketTest < ActiveSupport::TestCase
     )
     assert( ticket, 'ticket created' )
 
-    #state change to open 10:30
+    # state change to open 10:30
     History.add(
       :history_type      => 'updated',
       :history_object    => 'Ticket',
@@ -785,11 +767,11 @@ class TicketTest < ActiveSupport::TestCase
       :value_from        => 'pending',
       :value_to          => 'open',
       :created_by_id     => 1,
-      :created_at        => '2013-06-04 10:30:00',
-      :updated_at        => '2013-06-04 10:30:00'
+      :created_at        => '2013-06-04 10:30:00 UTC',
+      :updated_at        => '2013-06-04 10:30:00 UTC',
     )
 
-    #state change to pending 11:00
+    # state change to pending 11:00
     History.add(
       :history_type      => 'updated',
       :history_object    => 'Ticket',
@@ -800,8 +782,8 @@ class TicketTest < ActiveSupport::TestCase
       :value_from        => 'open',
       :value_to          => 'pending',
       :created_by_id     => 1,
-      :created_at        => '2013-06-04 11:00:00',
-      :updated_at        => '2013-06-04 11:00:00'
+      :created_at        => '2013-06-04 11:00:00 UTC',
+      :updated_at        => '2013-06-04 11:00:00 UTC',
     )
 
     # set ticket from 12:00 to closed
@@ -815,8 +797,8 @@ class TicketTest < ActiveSupport::TestCase
       :value_from        => 'pending',
       :value_to          => 'closed',
       :created_by_id     => 1,
-      :created_at        => '2013-06-04 12:00:00',
-      :updated_at        => '2013-06-04 12:00:00'
+      :created_at        => '2013-06-04 12:00:00 UTC',
+      :updated_at        => '2013-06-04 12:00:00 UTC',
     )
     ticket.update_attributes(
       :close_time => '2013-06-04 12:00:00 UTC',
@@ -830,7 +812,6 @@ class TicketTest < ActiveSupport::TestCase
         "beginning_of_workday" => "9:00",
         "end_of_workday"       => "18:00",
       },
-      #:timezone            => 'Europe/Berlin',
       :first_response_time => 120,
       :update_time   => 180,
       :close_time    => 240,
@@ -840,14 +821,14 @@ class TicketTest < ActiveSupport::TestCase
     )
     ticket = Ticket.find(ticket.id)
 
-     assert_equal( ticket.escalation_time.gmtime.to_s, '2013-06-04 13:30:00 UTC', 'ticket.escalation_time verify 1' ) #check escal. time because first resp. is already done
+     assert_equal( ticket.escalation_time.gmtime.to_s, '2013-06-04 13:30:00 UTC', 'ticket.escalation_time 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' )
      assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-06-04 15:30:00 UTC', 'ticket.close_time_escal_date verify 1' )
      assert_equal( ticket.close_time_in_min, 30, 'ticket.close_time_in_min verify 3' )
-     assert_equal( ticket.close_time_diff_in_min, 210, 'ticket.close_time_diff_in_min# verify 3' )    
+     assert_equal( ticket.close_time_diff_in_min, 210, 'ticket.close_time_diff_in_min# verify 3' )
 
     delete = sla.destroy
     assert( delete, "sla destroy" )
@@ -869,8 +850,8 @@ class TicketTest < ActiveSupport::TestCase
       :created_by_id   => 1,
     )
     assert( ticket, 'ticket created' )
-  
-    #state change to open from pending
+
+    # state change to open from pending
        History.add(
       :history_type      => 'updated',
       :history_object    => 'Ticket',
@@ -881,11 +862,11 @@ class TicketTest < ActiveSupport::TestCase
       :value_from        => 'pending',
       :value_to          => 'open',
       :created_by_id     => 1,
-      :created_at        => '2013-06-04 10:30:00',
-      :updated_at        => '2013-06-04 10:30:00'
+      :created_at        => '2013-06-04 10:30:00 UTC',
+      :updated_at        => '2013-06-04 10:30:00 UTC',
     )
 
-    #state change to pending from open 11:00
+    # state change to pending from open 11:00
     History.add(
       :history_type      => 'updated',
       :history_object    => 'Ticket',
@@ -896,11 +877,11 @@ class TicketTest < ActiveSupport::TestCase
       :value_from        => 'open',
       :value_to          => 'pending',
       :created_by_id     => 1,
-      :created_at        => '2013-06-04 11:00:00',
-      :updated_at        => '2013-06-04 11:00:00'
+      :created_at        => '2013-06-04 11:00:00 UTC',
+      :updated_at        => '2013-06-04 11:00:00 UTC',
     )
 
-    #state change to open 11:30
+    # state change to open 11:30
     History.add(
       :history_type      => 'updated',
       :history_object    => 'Ticket',
@@ -911,11 +892,11 @@ class TicketTest < ActiveSupport::TestCase
       :value_from        => 'pending',
       :value_to          => 'open',
       :created_by_id     => 1,
-      :created_at        => '2013-06-04 11:30:00',
-      :updated_at        => '2013-06-04 11:30:00'
+      :created_at        => '2013-06-04 11:30:00 UTC',
+      :updated_at        => '2013-06-04 11:30:00 UTC',
     )
 
-    # set ticket from open to closed 12:00 
+    # set ticket from open to closed 12:00
     History.add(
       :history_type      => 'updated',
       :history_object    => 'Ticket',
@@ -923,11 +904,11 @@ class TicketTest < ActiveSupport::TestCase
       :o_id              => ticket.id,
       :id_to             => 4,
       :id_from           => 3,
-      :value_from        => 'pending',
+      :value_from        => 'open',
       :value_to          => 'closed',
       :created_by_id     => 1,
-      :created_at        => '2013-06-04 12:00:00',
-      :updated_at        => '2013-06-04 12:00:00'
+      :created_at        => '2013-06-04 12:00:00 UTC',
+      :updated_at        => '2013-06-04 12:00:00 UTC',
     )
     ticket.update_attributes(
       :close_time => '2013-06-04 12:00:00 UTC',
@@ -941,7 +922,6 @@ class TicketTest < ActiveSupport::TestCase
         "beginning_of_workday" => "9:00",
         "end_of_workday"       => "18:00",
       },
-      #:timezone            => 'Europe/Berlin',
       :first_response_time => 120,
       :update_time   => 180,
       :close_time    => 240,
@@ -951,14 +931,14 @@ class TicketTest < ActiveSupport::TestCase
     )
     ticket = Ticket.find(ticket.id)
 
-    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-06-04 13:00:00 UTC', 'ticket.escalation_time verify 1' ) #check escal. time because first resp. is already done
+    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-06-04 13:00:00 UTC', '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_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' )
     assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-06-04 15:00:00 UTC', 'ticket.close_time_escal_date verify 1' )
     assert_equal( ticket.close_time_in_min, 60, 'ticket.close_time_in_min verify 3' )
-    assert_equal( ticket.close_time_diff_in_min, 180, 'ticket.close_time_diff_in_min# verify 3' )    
+    assert_equal( ticket.close_time_diff_in_min, 180, 'ticket.close_time_diff_in_min# verify 3' )
 
     delete = sla.destroy
     assert( delete, "sla destroy" )
@@ -966,7 +946,5 @@ class TicketTest < ActiveSupport::TestCase
     delete = ticket.destroy
     assert( delete, "ticket destroy" )
 
-
   end
-
 end