zammad/test/unit/ticket_sla_test.rb

# encoding: utf-8
require 'test_helper'

class TicketSlaTest < ActiveSupport::TestCase
  test 'ticket sla' do

    # cleanup
    delete = Sla.destroy_all
    assert( delete, "sla destroy_all" )
    delete = Ticket.destroy_all
    assert( delete, "ticket destroy_all" )

    ticket = Ticket.create(
      :title         => 'some title äöüß',
      :group         => Group.lookup( :name => 'Users'),
      :customer_id   => 2,
      :state         => Ticket::State.lookup( :name => 'new' ),
      :priority      => Ticket::Priority.lookup( :name => '2 normal' ),
      :created_at    => '2013-03-21 09:30:00 UTC',
      :updated_at    => '2013-03-21 09:30:00 UTC',
      :updated_by_id => 1,
      :created_by_id => 1,
    )
    assert( ticket, "ticket created" )
    assert_equal( ticket.escalation_time, nil, 'ticket.escalation_time verify' )

    sla = Sla.create(
      :name => 'test sla 1',
      :condition => {},
      :data => {
        "Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
        "beginning_of_workday" => "8:00",
        "end_of_workday"       => "18:00",
      },
      :first_response_time => 120,
      :update_time         => 180,
      :close_time          => 240,
      :active              => true,
      :updated_by_id       => 1,
      :created_by_id       => 1,
    )
    ticket = Ticket.find(ticket.id)
    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.escalation_time verify 1' )
    assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.first_response_escal_date verify 1' )
    assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.update_time_escal_date verify 1' )
    assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 13:30:00 UTC', 'ticket.close_time_escal_date verify 1' )
    delete = sla.destroy
    assert( delete, "sla destroy 1" )

    sla = Sla.create(
      :name      => 'test sla 2',
      :condition => { "tickets.priority_id" =>["1", "2", "3"] },
      :data      => {
        "Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
        "beginning_of_workday" => "8:00",
        "end_of_workday"       => "18:00",
      },
      :first_response_time => 60,
      :update_time         => 120,
      :close_time          => 180,
      :active              => true,
      :updated_by_id       => 1,
      :created_by_id       => 1,
    )
    ticket = Ticket.find(ticket.id)
    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.escalation_time verify 2' )
    assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 2' )
    assert_equal( ticket.first_response, nil, 'ticket.first_response verify 2' )
    assert_equal( ticket.first_response_in_min, nil, 'ticket.first_response_in_min verify 2' )
    assert_equal( ticket.first_response_diff_in_min, nil, 'ticket.first_response_diff_in_min verify 2' )

    assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.update_time_escal_date verify 2' )
    assert_equal( ticket.update_time_in_min, nil, 'ticket.update_time_in_min verify 2' )
    assert_equal( ticket.update_time_diff_in_min, nil, 'ticket.update_time_diff_in_min verify 2' )

    assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 2' )
    assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 2' )
    assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 2' )

    # set first response in time
    ticket.update_attributes(
      :first_response => '2013-03-21 10:00:00 UTC',
    )
    puts ticket.inspect

    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.escalation_time verify 3' )
    assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 3' )
    assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 10:00:00 UTC', 'ticket.first_response verify 3' )
    assert_equal( ticket.first_response_in_min, 30, 'ticket.first_response_in_min verify 3' )
    assert_equal( ticket.first_response_diff_in_min, 30, 'ticket.first_response_diff_in_min verify 3' )

    assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.update_time_escal_date verify 3' )
    assert_equal( ticket.update_time_in_min, nil, 'ticket.update_time_in_min verify 3' )
    assert_equal( ticket.update_time_diff_in_min, nil, 'ticket.update_time_diff_in_min verify 3' )

    assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 3' )
    assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 3' )
    assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 3' )

    # set first reponse over time
    ticket.update_attributes(
      :first_response => '2013-03-21 14:00:00 UTC',
    )
    puts ticket.inspect

    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.escalation_time verify 4' )
    assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 4' )
    assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 4' )
    assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 4' )
    assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 4' )

    assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.update_time_escal_date verify 4' )
    assert_equal( ticket.update_time_in_min, nil, 'ticket.update_time_in_min verify 4' )
    assert_equal( ticket.update_time_diff_in_min, nil, 'ticket.update_time_diff_in_min verify 4' )

    assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 4' )
    assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 4' )
    assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 4' )

    # set update time in time
    ticket.update_attributes(
      :last_contact_agent => '2013-03-21 11:00:00 UTC',
    )
    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.escalation_time verify 5' )

    assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 5' )
    assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 5' )
    assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 5' )
    assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 5' )

    assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 13:00:00 UTC', 'ticket.update_time_escal_date verify 5' )
    assert_equal( ticket.update_time_in_min, 90, 'ticket.update_time_in_min verify 5' )
    assert_equal( ticket.update_time_diff_in_min, 30, 'ticket.update_time_diff_in_min verify 5' )

    assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 5' )
    assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 5' )
    assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 5' )

    # set update time over time
    ticket.update_attributes(
      :last_contact_agent => '2013-03-21 12:00:00 UTC',
    )
    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.escalation_time verify 6' )

    assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 6' )
    assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 6' )
    assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 6' )
    assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 6' )

    assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.update_time_escal_date verify 6' )
    assert_equal( ticket.update_time_in_min, 150, 'ticket.update_time_in_min verify 6' )
    assert_equal( ticket.update_time_diff_in_min, -30, 'ticket.update_time_diff_in_min verify 6' )

    assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 6' )
    assert_equal( ticket.close_time_in_min, nil, 'ticket.close_time_in_min verify 6' )
    assert_equal( ticket.close_time_diff_in_min, nil, 'ticket.close_time_diff_in_min verify 6' )

    # set close time in time
    ticket.update_attributes(
      :close_time => '2013-03-21 11:30:00 UTC',
    )
    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.escalation_time verify 7' )

    assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 7' )
    assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 7' )
    assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 7' )
    assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 7' )

    assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.update_time_escal_date verify 7' )
    assert_equal( ticket.update_time_in_min, 150, 'ticket.update_time_in_min verify 7' )
    assert_equal( ticket.update_time_diff_in_min, -30, 'ticket.update_time_diff_in_min verify 7' )

    assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 7' )
    assert_equal( ticket.close_time_in_min, 120, 'ticket.close_time_in_min verify 7' )
    assert_equal( ticket.close_time_diff_in_min, 60, 'ticket.close_time_diff_in_min verify 7' )

    # set close time over time
    ticket.update_attributes(
      :close_time => '2013-03-21 13:00:00 UTC',
    )
    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.escalation_time verify 8' )

    assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 8' )
    assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 8' )
    assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 8' )
    assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 8' )

    assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.update_time_escal_date verify 8' )
    assert_equal( ticket.update_time_in_min, 150, 'ticket.update_time_in_min verify 8' )
    assert_equal( ticket.update_time_diff_in_min, -30, 'ticket.update_time_diff_in_min verify 8' )

    assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 8' )
    assert_equal( ticket.close_time_in_min, 210, 'ticket.close_time_in_min verify 8' )
    assert_equal( ticket.close_time_diff_in_min, -30, 'ticket.close_time_diff_in_min verify 8' )

    # set close time over time
    ticket.update_attributes(
      :state => Ticket::State.lookup( :name => 'closed' )
    )
    assert_equal( ticket.escalation_time, nil, 'ticket.escalation_time verify 9' )

    assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 10:30:00 UTC', 'ticket.first_response_escal_date verify 9' )
    assert_equal( ticket.first_response.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.first_response verify 9' )
    assert_equal( ticket.first_response_in_min, 270, 'ticket.first_response_in_min verify 9' )
    assert_equal( ticket.first_response_diff_in_min, -210, 'ticket.first_response_diff_in_min verify 9' )

    assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 14:00:00 UTC', 'ticket.update_time_escal_date verify 9' )
    assert_equal( ticket.update_time_in_min, 150, 'ticket.update_time_in_min verify 9' )
    assert_equal( ticket.update_time_diff_in_min, -30, 'ticket.update_time_diff_in_min verify 9' )

    assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.close_time_escal_date verify 9' )
    assert_equal( ticket.close_time_in_min, 210, 'ticket.close_time_in_min verify 9' )
    assert_equal( ticket.close_time_diff_in_min, -30, 'ticket.close_time_diff_in_min verify 9' )

    delete = ticket.destroy
    assert( delete, "ticket destroy" )

    ticket = Ticket.create(
      :title         => 'some title äöüß',
      :group         => Group.lookup( :name => 'Users'),
      :customer_id   => 2,
      :state         => Ticket::State.lookup( :name => 'new' ),
      :priority      => Ticket::Priority.lookup( :name => '2 normal' ),
      :updated_by_id => 1,
      :created_by_id => 1,
      :created_at    => '2013-03-28 23:49:00 UTC',
      :updated_at    => '2013-03-28 23:49:00 UTC',
    )
    assert( ticket, "ticket created" )

    assert_equal( ticket.title, 'some title äöüß', 'ticket.title verify' )
    assert_equal( ticket.group.name, 'Users', 'ticket.group verify' )
    assert_equal( ticket.state.name, 'new', 'ticket.state verify' )

    # create inbound article
    article_inbound = Ticket::Article.create(
      :ticket_id     => ticket.id,
      :from          => 'some_sender@example.com',
      :to            => 'some_recipient@example.com',
      :subject       => 'some subject',
      :message_id    => 'some@id',
      :body          => 'some message',
      :internal      => false,
      :sender        => Ticket::Article::Sender.where(:name => 'Customer').first,
      :type          => Ticket::Article::Type.where(:name => 'email').first,
      :updated_by_id => 1,
      :created_by_id => 1,
      :created_at    => '2013-03-28 23:49:00 UTC',
      :updated_at    => '2013-03-28 23:49:00 UTC',
    )
    ticket = Ticket.find(ticket.id)
    assert_equal( ticket.article_count, 1, 'ticket.article_count verify - inbound' )
    assert_equal( ticket.last_contact.to_s, article_inbound.created_at.to_s, 'ticket.last_contact verify - inbound' )
    assert_equal( ticket.last_contact_customer.to_s, article_inbound.created_at.to_s, 'ticket.last_contact_customer verify - inbound' )
    assert_equal( ticket.last_contact_agent, nil, 'ticket.last_contact_agent verify - inbound' )
    assert_equal( ticket.first_response, nil, 'ticket.first_response verify - inbound' )
    assert_equal( ticket.close_time, nil, 'ticket.close_time verify - inbound' )

    # create outbound article
    article_outbound = Ticket::Article.create(
      :ticket_id     => ticket.id,
      :from          => 'some_recipient@example.com',
      :to            => 'some_sender@example.com',
      :subject       => 'some subject',
      :message_id    => 'some@id2',
      :body          => 'some message 2',
      :internal      => false,
      :sender        => Ticket::Article::Sender.where(:name => 'Agent').first,
      :type          => Ticket::Article::Type.where(:name => 'email').first,
      :updated_by_id => 1,
      :created_by_id => 1,
      :created_at    => '2013-03-29 08:00:03 UTC',
      :updated_at    => '2013-03-29 08:00:03 UTC',
    )

    ticket = Ticket.find(ticket.id)
    assert_equal( ticket.article_count, 2, 'ticket.article_count verify - outbound' )
    assert_equal( ticket.last_contact.to_s, article_outbound.created_at.to_s, 'ticket.last_contact verify - outbound' )
    assert_equal( ticket.last_contact_customer.to_s, article_inbound.created_at.to_s, 'ticket.last_contact_customer verify - outbound' )
    assert_equal( ticket.last_contact_agent.to_s, article_outbound.created_at.to_s, 'ticket.last_contact_agent verify - outbound' )
    assert_equal( ticket.first_response.to_s, article_outbound.created_at.to_s, 'ticket.first_response verify - outbound' )
    assert_equal( ticket.first_response_in_min, 0, 'ticket.first_response_in_min verify - outbound' )
    assert_equal( ticket.first_response_diff_in_min, 60, 'ticket.first_response_diff_in_min verify - outbound' )
    assert_equal( ticket.close_time, nil, 'ticket.close_time verify - outbound' )

    delete = ticket.destroy
    assert( delete, "ticket destroy" )


    ticket = Ticket.create(
      :title         => 'some title äöüß',
      :group         => Group.lookup( :name => 'Users'),
      :customer_id   => 2,
      :state         => Ticket::State.lookup( :name => 'new' ),
      :priority      => Ticket::Priority.lookup( :name => '2 normal' ),
      :updated_by_id => 1,
      :created_by_id => 1,
      :created_at    => '2013-03-28 23:49:00 UTC',
      :updated_at    => '2013-03-28 23:49:00 UTC',
    )
    assert( ticket, "ticket created" )

    assert_equal( ticket.title, 'some title äöüß', 'ticket.title verify' )
    assert_equal( ticket.group.name, 'Users', 'ticket.group verify' )
    assert_equal( ticket.state.name, 'new', 'ticket.state verify' )

    # create inbound article
    article_inbound = Ticket::Article.create(
      :ticket_id     => ticket.id,
      :from          => 'some_sender@example.com',
      :subject       => 'some subject',
      :message_id    => 'some@id',
      :body          => 'some message',
      :internal      => false,
      :sender        => Ticket::Article::Sender.where(:name => 'Customer').first,
      :type          => Ticket::Article::Type.where(:name => 'phone').first,
      :updated_by_id => 1,
      :created_by_id => 1,
      :created_at    => '2013-03-28 23:49:00 UTC',
      :updated_at    => '2013-03-28 23:49:00 UTC',
    )
    ticket = Ticket.find(ticket.id)
    assert_equal( ticket.article_count, 1, 'ticket.article_count verify - inbound' )
    assert_equal( ticket.last_contact.to_s, article_inbound.created_at.to_s, 'ticket.last_contact verify - inbound' )
    assert_equal( ticket.last_contact_customer.to_s, article_inbound.created_at.to_s, 'ticket.last_contact_customer verify - inbound' )
    assert_equal( ticket.last_contact_agent, nil, 'ticket.last_contact_agent verify - inbound' )
    assert_equal( ticket.first_response.to_s, article_inbound.created_at.to_s, 'ticket.first_response verify - inbound' )
    assert_equal( ticket.close_time, nil, 'ticket.close_time verify - inbound' )

    delete = sla.destroy
    assert( delete, "sla destroy" )

    delete = sla.destroy
    assert( delete, "sla destroy" )
  end

  test 'ticket sla + timezone' do

    # cleanup
    delete = Sla.destroy_all
    assert( delete, "sla destroy_all" )
    delete = Ticket.destroy_all
    assert( delete, "ticket destroy_all" )

    ticket = Ticket.create(
      :title         => 'some title äöüß',
      :group         => Group.lookup( :name => 'Users'),
      :customer_id   => 2,
      :state         => Ticket::State.lookup( :name => 'new' ),
      :priority      => Ticket::Priority.lookup( :name => '2 normal' ),
      :created_at    => '2013-03-21 09:30:00 UTC',
      :updated_at    => '2013-03-21 09:30:00 UTC',
      :updated_by_id => 1,
      :created_by_id => 1,
    )
    assert( ticket, "ticket created" )
    assert_equal( ticket.escalation_time, nil, 'ticket.escalation_time verify' )

    # set sla's for timezone "Europe/Berlin" wintertime (+1), so UTC times are 8:00-17:00
    sla = Sla.create(
      :name      => 'test sla 1',
      :condition => {},
      :data      => {
        "Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
        "beginning_of_workday" => "9:00",
        "end_of_workday"       => "18:00",
      },
      :timezone            => 'Europe/Berlin',
      :first_response_time => 120,
      :update_time         => 180,
      :close_time          => 240,
      :active              => true,
      :updated_by_id       => 1,
      :created_by_id       => 1,
    )
    ticket = Ticket.find(ticket.id)
    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.escalation_time verify 1' )
    assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-03-21 11:30:00 UTC', 'ticket.first_response_escal_date verify 1' )
    assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-03-21 12:30:00 UTC', 'ticket.update_time_escal_date verify 1' )
    assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-03-21 13:30:00 UTC', 'ticket.close_time_escal_date verify 1' )

    delete = sla.destroy
    assert( delete, "sla destroy" )

    delete = ticket.destroy
    assert( delete, "ticket destroy" )
    ticket = Ticket.create(
      :title         => 'some title äöüß',
      :group         => Group.lookup( :name => 'Users'),
      :customer_id   => 2,
      :state         => Ticket::State.lookup( :name => 'new' ),
      :priority      => Ticket::Priority.lookup( :name => '2 normal' ),
      :created_at    => '2013-10-21 09:30:00 UTC',
      :updated_at    => '2013-10-21 09:30:00 UTC',
      :updated_by_id => 1,
      :created_by_id => 1,
    )
    assert( ticket, "ticket created" )
    assert_equal( ticket.escalation_time, nil, 'ticket.escalation_time verify' )

    # 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 => {},
      :data      => {
        "Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
        "beginning_of_workday" => "9:00",
        "end_of_workday"       => "18:00",
      },
      :timezone            => 'Europe/Berlin',
      :first_response_time => 120,
      :update_time         => 180,
      :close_time          => 240,
      :active              => true,
      :updated_by_id       => 1,
      :created_by_id       => 1,
    )
    ticket = Ticket.find(ticket.id)
    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-10-21 11:30:00 UTC', 'ticket.escalation_time verify 1' )
    assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-10-21 11:30:00 UTC', 'ticket.first_response_escal_date verify 1' )
    assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-10-21 12:30:00 UTC', 'ticket.update_time_escal_date verify 1' )
    assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-10-21 13:30:00 UTC', 'ticket.close_time_escal_date verify 1' )

    delete = ticket.destroy
    assert( delete, "ticket destroy" )

    delete = sla.destroy
    assert( delete, "sla destroy" )

    ticket = Ticket.create(
      :title         => 'some title äöüß',
      :group         => Group.lookup( :name => 'Users'),
      :customer_id   => 2,
      :state         => Ticket::State.lookup( :name => 'new' ),
      :priority      => Ticket::Priority.lookup( :name => '2 normal' ),
      :created_at    => '2013-10-21 06:30:00 UTC',
      :updated_at    => '2013-10-21 06:30:00 UTC',
      :updated_by_id => 1,
      :created_by_id => 1,
    )
    assert( ticket, "ticket created" )
    assert_equal( ticket.escalation_time, nil, 'ticket.escalation_time verify' )

    # 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 => {},
      :data      => {
        "Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
        "beginning_of_workday" => "9:00",
        "end_of_workday"       => "18:00",
      },
      :timezone            => 'Europe/Berlin',
      :first_response_time => 120,
      :update_time         => 180,
      :close_time          => 240,
      :active              => true,
      :updated_by_id       => 1,
      :created_by_id       => 1,
    )
    ticket = Ticket.find(ticket.id)
    assert_equal( ticket.escalation_time.gmtime.to_s, '2013-10-21 09:00:00 UTC', 'ticket.escalation_time verify 1' )
    assert_equal( ticket.first_response_escal_date.gmtime.to_s, '2013-10-21 09:00:00 UTC', 'ticket.first_response_escal_date verify 1' )
    assert_equal( ticket.update_time_escal_date.gmtime.to_s, '2013-10-21 10:00:00 UTC', 'ticket.update_time_escal_date verify 1' )
    assert_equal( ticket.close_time_escal_date.gmtime.to_s, '2013-10-21 11:00:00 UTC', 'ticket.close_time_escal_date verify 1' )

    delete = sla.destroy
    assert( delete, "sla destroy" )

    delete = ticket.destroy
    assert( delete, "ticket destroy" )

  end

  test 'ticket escalation suspend' do
    ticket = Ticket.create(
      :title         => 'some title äöüß3',
      :group         => Group.lookup( :name => 'Users'),
      :customer_id   => 2,
      :state         => Ticket::State.lookup( :name => 'new' ),
      :priority      => Ticket::Priority.lookup( :name => '2 normal' ),
      :created_at    => '2013-06-04 09:00:00 UTC',
      :updated_at    => '2013-06-04 09:00:00 UTC',
      :updated_by_id => 1,
      :created_by_id => 1,
    )
    assert( ticket, 'ticket created' )

    # set ticket at 10:00 to pending
    History.add(
      :history_type      => 'updated',
      :history_object    => 'Ticket',
      :history_attribute => '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 10:00:00 UTC',
      :updated_at        => '2013-06-04 10:00:00 UTC',
    )

    # set ticket at 10:30 to open
    History.add(
      :history_type      => 'updated',
      :history_object    => 'Ticket',
      :history_attribute => 'state',
      :o_id              => ticket.id,
      :id_to             => 2,
      :id_from           => 3,
      :value_from        => 'pending',
      :value_to          => 'open',
      :created_by_id     => 1,
      :created_at        => '2013-06-04 10:30:00 UTC',
      :updated_at        => '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',
    )

    # set ticket from 11:30 to closed
    History.add(
      :history_type      => 'updated',
      :history_object    => 'Ticket',
      :history_attribute => 'state',
      :o_id              => ticket.id,
      :id_to             => 3,
      :id_from           => 2,
      :value_from        => 'open',
      :value_to          => 'closed',
      :created_by_id     => 1,
      :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
    sla = Sla.create(
      :name      => 'test sla 1',
      :condition => {},
      :data      => {
        "Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
        "beginning_of_workday" => "9:00",
        "end_of_workday"       => "18:00",
      },
      :timezone            => 'Europe/Berlin',
      :first_response_time => 120,
      :update_time         => 180,
      :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 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 13:30:00 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, 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
    ticket = Ticket.create(
      :title         => 'some title äöüß3',
      :group         => Group.lookup( :name => 'Users'),
      :customer_id   => 2,
      :state         => Ticket::State.lookup( :name => 'pending' ),
      :priority      => Ticket::Priority.lookup( :name => '2 normal' ),
      :created_at    => '2013-06-04 09:00:00 UTC',
      :updated_at    => '2013-06-04 09:00:00 UTC',
      :updated_by_id => 1,
      :created_by_id => 1,
    )
    assert( ticket, 'ticket created' )


    # set ticket from 11:30 to closed
    History.add(
      :history_type      => 'updated',
      :history_object    => 'Ticket',
      :history_attribute => 'state',
      :o_id              => ticket.id,
      :id_to             => 4,
      :id_from           => 3,
      :value_from        => 'pending',
      :value_to          => 'closed',
      :created_by_id     => 1,
      :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',
    )

    sla = Sla.create(
      :name      => 'test sla 1',
      :condition => {},
      :data      => {
        "Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
        "beginning_of_workday" => "9:00",
        "end_of_workday"       => "18:00",
      },
      :first_response_time => 120,
      :update_time         => 180,
      :close_time          => 240,
      :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 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' )

    delete = sla.destroy
    assert( delete, "sla destroy" )

    delete = ticket.destroy
    assert( delete, "ticket destroy" )


    # 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'),
      :customer_id   => 2,
      :state         => Ticket::State.lookup( :name => 'pending' ),
      :priority      => Ticket::Priority.lookup( :name => '2 normal' ),
      :created_at    => '2013-06-04 09:00:00 UTC',
      :updated_at    => '2013-06-04 09:00:00 UTC',
      :updated_by_id => 1,
      :created_by_id => 1,
    )
    assert( ticket, 'ticket created' )

    # state change to open 10:30
    History.add(
      :history_type      => 'updated',
      :history_object    => 'Ticket',
      :history_attribute => 'state',
      :o_id              => ticket.id,
      :id_to             => 2,
      :id_from           => 3,
      :value_from        => 'pending',
      :value_to          => 'open',
      :created_by_id     => 1,
      :created_at        => '2013-06-04 10:30:00 UTC',
      :updated_at        => '2013-06-04 10:30:00 UTC',
    )

    # state change to pending 11:00
    History.add(
      :history_type      => 'updated',
      :history_object    => 'Ticket',
      :history_attribute => '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 UTC',
      :updated_at        => '2013-06-04 11:00:00 UTC',
    )

    # set ticket from 12:00 to closed
    History.add(
      :history_type      => 'updated',
      :history_object    => 'Ticket',
      :history_attribute => 'state',
      :o_id              => ticket.id,
      :id_to             => 4,
      :id_from           => 3,
      :value_from        => 'pending',
      :value_to          => 'closed',
      :created_by_id     => 1,
      :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',
    )

    sla = Sla.create(
      :name      => 'test sla 1',
      :condition => {},
      :data      => {
        "Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
        "beginning_of_workday" => "9:00",
        "end_of_workday"       => "18:00",
      },
      :first_response_time => 120,
      :update_time         => 180,
      :close_time          => 240,
      :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 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' )

    delete = sla.destroy
    assert( delete, "sla destroy" )

    delete = ticket.destroy
    assert( delete, "ticket destroy" )

    ### Test Ticket created in state pending, changed state to openen, back to pending and back to open then
    ### close ticket
    ticket = Ticket.create(
      :title         => 'some title äöüß3',
      :group         => Group.lookup( :name => 'Users'),
      :customer_id   => 2,
      :state         => Ticket::State.lookup( :name => 'pending' ),
      :priority      => Ticket::Priority.lookup( :name => '2 normal' ),
      :created_at    => '2013-06-04 09:00:00 UTC',
      :updated_at    => '2013-06-04 09:00:00 UTC',
      :updated_by_id => 1,
      :created_by_id => 1,
    )
    assert( ticket, 'ticket created' )

    # state change to open from pending
       History.add(
      :history_type      => 'updated',
      :history_object    => 'Ticket',
      :history_attribute => 'state',
      :o_id              => ticket.id,
      :id_to             => 2,
      :id_from           => 3,
      :value_from        => 'pending',
      :value_to          => 'open',
      :created_by_id     => 1,
      :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
    History.add(
      :history_type      => 'updated',
      :history_object    => 'Ticket',
      :history_attribute => '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 UTC',
      :updated_at        => '2013-06-04 11:00:00 UTC',
    )

    # state change to open 11:30
    History.add(
      :history_type      => 'updated',
      :history_object    => 'Ticket',
      :history_attribute => 'state',
      :o_id              => ticket.id,
      :id_to             => 2,
      :id_from           => 3,
      :value_from        => 'pending',
      :value_to          => 'open',
      :created_by_id     => 1,
      :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
    History.add(
      :history_type      => 'updated',
      :history_object    => 'Ticket',
      :history_attribute => 'state',
      :o_id              => ticket.id,
      :id_to             => 4,
      :id_from           => 3,
      :value_from        => 'open',
      :value_to          => 'closed',
      :created_by_id     => 1,
      :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',
    )

    sla = Sla.create(
      :name      => 'test sla 1',
      :condition => {},
      :data      => {
        "Mon"=>"Mon", "Tue"=>"Tue", "Wed"=>"Wed", "Thu"=>"Thu", "Fri"=>"Fri", "Sat"=>"Sat", "Sun"=>"Sun",
        "beginning_of_workday" => "9:00",
        "end_of_workday"       => "18:00",
      },
      :first_response_time => 120,
      :update_time         => 180,
      :close_time          => 240,
      :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 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' )

    delete = sla.destroy
    assert( delete, "sla destroy" )

    delete = ticket.destroy
    assert( delete, "ticket destroy" )

  end
end