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- # Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
- class Stats::TicketInProcess
- def self.generate(user)
- # get own tickets which are "workable"
- open_state_ids = Ticket::State.by_category(:work_on).pluck(:id)
- pending_state_ids = Ticket::State.by_category(:pending_reminder).pluck(:id)
- own_ticket_ids = Ticket.select('id').where(
- 'owner_id = ? AND (state_id IN (?) OR (state_id IN (?) AND pending_time < ?))',
- user.id, open_state_ids, pending_state_ids, Time.zone.now
- ).limit(1000).pluck(:id)
- # get all tickets where I worked on today (owner & closed today)
- closed_state_ids = Ticket::State.by_category(:closed).pluck(:id)
- closed_ticket_ids = Ticket.select('id').where(
- 'owner_id = ? AND state_id IN (?) AND close_at > ?',
- user.id, closed_state_ids, 1.day.ago
- ).limit(100).pluck(:id)
- # get all tickets which I changed to pending action
- pending_action_state_ids = Ticket::State.by_category(:pending_action).pluck(:id)
- pending_action_ticket_ids = Ticket.select('id').where(
- 'owner_id = ? AND state_id IN (?) AND updated_at > ?',
- user.id, pending_action_state_ids, 1.day.ago
- ).limit(100).pluck(:id)
- all_ticket_ids = own_ticket_ids.concat(closed_ticket_ids).concat(pending_action_ticket_ids).uniq
- # get count where user worked on
- history_object = History::Object.lookup(name: 'Ticket')
- count = History.select('DISTINCT(o_id)').where(
- 'histories.created_at >= ? AND histories.history_object_id = ? AND histories.created_by_id = ? AND histories.o_id IN (?)', 1.day.ago, history_object.id, user.id, all_ticket_ids
- ).count
- total = all_ticket_ids.count
- in_process_precent = 0
- state = 'supergood'
- average_in_percent = '-'
- if total.nonzero?
- in_process_precent = (count.to_f / (total.to_f / 100)).round(1)
- end
- {
- used_for_average: in_process_precent,
- average_per_agent: average_in_percent,
- state: state,
- in_process: count,
- percent: in_process_precent,
- total: total,
- }
- end
- def self.average_state(result, _user_id)
- return result if !result.key?(:used_for_average)
- if result[:total] < 1
- result[:state] = 'supergood'
- return result
- end
- in_percent = (result[:used_for_average].to_f / (result[:average_per_agent].to_f / 100)).round(1)
- result[:state] = if in_percent >= 90
- 'supergood'
- elsif in_percent >= 65
- 'good'
- elsif in_percent >= 40
- 'ok'
- elsif in_percent >= 20
- 'bad'
- else
- 'superbad'
- end
- result
- end
- end
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