public static SlaTicket GetSlaTicket(LoginUser loginUser, int ticketId)
{
SlaTickets slaTickets = new SlaTickets(loginUser);
slaTickets.LoadByTicketId(ticketId);
if (slaTickets.IsEmpty)
{
return(null);
}
else
{
return(slaTickets[0]);
}
}
public SlaTicket(DataRow row, SlaTickets slaTickets) : base(row, slaTickets)
{
_slaTickets = slaTickets;
}
public static TimeSpan CalculatePausedTime(LoginUser loginUser,
Organization organization,
SlaTrigger slaTrigger,
DateTime pausedOn,
DateTime resumedOn,
SlaTickets.BusinessHours businessHours,
List <DateTime> daysToPause,
CalendarEvents holidays,
Logs logs = null)
{
TimeSpan pausedTime = new TimeSpan();
int adjustedMinutes = 0;
bool slaUseBusinessHours = slaTrigger.UseBusinessHours;
int slaBusinessDays = businessHours.BusinessDays;
DateTime?slaDayStart = businessHours.DayStartUtc;
DateTime?slaDayEnd = businessHours.DayEndUtc;
int startOfDayMinutes = slaDayStart.Value.Minute + (slaDayStart.Value.Hour * 60);
int endOfDayMinutes = slaDayEnd.Value.Minute + (slaDayEnd.Value.Hour * 60);
int minutesInOneDay = (24 * 60);
//When converted the input to UTC the end time might be less than the start time. E.g. central 8 to 22, is stored as utc 14 to 4
if (businessHours.DayEndUtc.Hour < businessHours.DayStartUtc.Hour && businessHours.DayEndUtc.Day > businessHours.DayStartUtc.Day)
{
adjustedMinutes = slaDayStart.Value.Minute + slaDayStart.Value.Hour * 60;
slaDayStart = slaDayStart.Value.AddMinutes(-adjustedMinutes);
slaDayEnd = slaDayEnd.Value.AddMinutes(-adjustedMinutes);
pausedOn = pausedOn.AddMinutes(-adjustedMinutes);
resumedOn = resumedOn.AddMinutes(-adjustedMinutes);
startOfDayMinutes = slaDayStart.Value.Minute + (slaDayStart.Value.Hour * 60);
endOfDayMinutes = slaDayEnd.Value.Minute + (slaDayEnd.Value.Hour * 60);
}
if (pausedOn.Date == resumedOn.Date && (slaUseBusinessHours || (!slaUseBusinessHours && !slaTrigger.NoBusinessHours)) && //the last condition means it is using sla custom hours
(
(!SlaTickets.IsValidDay(pausedOn, slaBusinessDays, daysToPause, holidays) && !SlaTickets.IsValidDay(resumedOn, slaBusinessDays, daysToPause, holidays)) ||
(pausedOn.TimeOfDay.TotalSeconds < slaDayStart.Value.TimeOfDay.TotalSeconds && resumedOn.TimeOfDay.TotalSeconds < slaDayStart.Value.TimeOfDay.TotalSeconds) ||
(pausedOn.TimeOfDay.TotalSeconds > slaDayEnd.Value.TimeOfDay.TotalSeconds && resumedOn.TimeOfDay.TotalSeconds > slaDayEnd.Value.TimeOfDay.TotalSeconds)
)
)
{
if (logs != null)
{
logs.WriteEvent("Paused and Resumed on the same non-valid day and time (non-business day, holiday, day to pause, outside business hours), so no time to add.");
}
}
else if (pausedOn.Date == resumedOn.Date && (slaUseBusinessHours || (!slaUseBusinessHours && !slaTrigger.NoBusinessHours)) && //the last condition means it is using sla custom hours
(
(SlaTickets.IsValidDay(pausedOn, slaBusinessDays, daysToPause, holidays) && SlaTickets.IsValidDay(resumedOn, slaBusinessDays, daysToPause, holidays)) &&
(pausedOn.TimeOfDay.TotalSeconds > slaDayStart.Value.TimeOfDay.TotalSeconds && pausedOn.TimeOfDay.TotalSeconds < slaDayEnd.Value.TimeOfDay.TotalSeconds) &&
(resumedOn.TimeOfDay.TotalSeconds > slaDayStart.Value.TimeOfDay.TotalSeconds && resumedOn.TimeOfDay.TotalSeconds < slaDayEnd.Value.TimeOfDay.TotalSeconds)
)
)
{
pausedTime = resumedOn - pausedOn;
if (logs != null)
{
logs.WriteEvent("Paused and Resumed on the same valid day and time (business day, non-holiday, not day to pause, inside business hours), simple resumedon - pausedon.");
}
}
else
{
if ((slaUseBusinessHours && slaBusinessDays == 0) ||
(!slaUseBusinessHours && DateTime.Compare(slaDayStart.Value, slaDayEnd.Value) == 0 && slaBusinessDays == 127) || //127 means all days are selected.
slaTrigger.NoBusinessHours)
{
pausedTime = resumedOn - pausedOn;
logs.WriteEvent("24/7, simple resumedon - pausedon.");
}
else
{
//Make sure endOfDayMinutes is greater than startOfDayMinutes
if (startOfDayMinutes >= endOfDayMinutes)
{
//Add 1 day worth of minutes
endOfDayMinutes = endOfDayMinutes + minutesInOneDay;
}
int minutesInBusinessDay = endOfDayMinutes - startOfDayMinutes;
//Make sure the pausedon and resumedon are business days
while (!SlaTickets.IsValidDay(pausedOn, slaBusinessDays, daysToPause, holidays))
{
pausedOn = SlaTickets.GetNextBusinessDay(pausedOn, slaBusinessDays);
}
while (!SlaTickets.IsValidDay(resumedOn, slaBusinessDays, daysToPause, holidays))
{
resumedOn = SlaTickets.GetNextBusinessDay(resumedOn, slaBusinessDays);
}
//If the pause spans to more than one (and same) days then loop, set a tempResumedOn to end of business days and moving the pausedOn to next business day start of day
while (DateTime.Compare(pausedOn, resumedOn) < 0)
{
DateTime tempResumedOn = new DateTime();
if (DateTime.Compare(pausedOn.Date, resumedOn.Date) < 0)
{
tempResumedOn = new DateTime(pausedOn.Year, pausedOn.Month, pausedOn.Day, slaDayEnd.Value.Hour, slaDayEnd.Value.Minute, 0);
}
else if (DateTime.Compare(pausedOn.Date, resumedOn.Date) == 0)
{
tempResumedOn = resumedOn;
}
//...do the calculation
int secondsPaused = 0;
while (pausedOn.Date < tempResumedOn.Date)
{
int pausedOnSecond = (pausedOn.Minute + (pausedOn.Hour * 60)) * 60;
if (pausedOnSecond < (startOfDayMinutes * 60) || pausedOnSecond > (endOfDayMinutes * 60))
{
pausedOnSecond = startOfDayMinutes * 60;
}
secondsPaused = (endOfDayMinutes * 60) - pausedOnSecond;
pausedTime = pausedTime.Add(TimeSpan.FromSeconds(secondsPaused));
pausedOn = SlaTickets.GetNextBusinessDay(pausedOn, slaBusinessDays);
pausedOn = new DateTime(pausedOn.Year, pausedOn.Month, pausedOn.Day, slaDayStart.Value.Hour, slaDayStart.Value.Minute, 0);
}
//same day
if (pausedOn.Date == tempResumedOn.Date && pausedOn.TimeOfDay < tempResumedOn.TimeOfDay)
{
int resumedOnMinute = tempResumedOn.Minute + (tempResumedOn.Hour * 60);
int resumedOnSecond = resumedOnSecond = (resumedOnMinute * 60) + tempResumedOn.Second;
if (resumedOnMinute < startOfDayMinutes)
{
resumedOnMinute = startOfDayMinutes;
resumedOnSecond = resumedOnSecond = (resumedOnMinute * 60) + tempResumedOn.Second;
}
if (resumedOnMinute > endOfDayMinutes)
{
resumedOnMinute = endOfDayMinutes;
resumedOnSecond = resumedOnSecond = (resumedOnMinute * 60) + tempResumedOn.Second;
}
if (resumedOnSecond < (startOfDayMinutes * 60))
{
resumedOnSecond = (startOfDayMinutes * 60);
}
if (resumedOnSecond > (endOfDayMinutes * 60))
{
resumedOnSecond = (endOfDayMinutes * 60);
}
secondsPaused = resumedOnSecond - ((((pausedOn.Hour * 60) + pausedOn.Minute) * 60) + pausedOn.Second);
pausedTime = pausedTime.Add(TimeSpan.FromSeconds(secondsPaused));
}
//get the next valid day to start
pausedOn = SlaTickets.GetNextBusinessDay(pausedOn, slaBusinessDays);
pausedOn = new DateTime(pausedOn.Year, pausedOn.Month, pausedOn.Day, slaDayStart.Value.Hour, slaDayStart.Value.Minute, 0);
while (!SlaTickets.IsValidDay(pausedOn, slaBusinessDays, daysToPause, holidays))
{
pausedOn = SlaTickets.GetNextBusinessDay(pausedOn, slaBusinessDays);
pausedOn = new DateTime(pausedOn.Year, pausedOn.Month, pausedOn.Day, slaDayStart.Value.Hour, slaDayStart.Value.Minute, 0);
}
}
}
}
return(pausedTime);
}
