public async Task <Ticket> Update(Ticket Ticket)
{
if (!await TicketValidator.Update(Ticket))
{
return(Ticket);
}
try
{
var oldData = await UOW.TicketRepository.Get(Ticket.Id);
await UOW.Begin();
DateTime Now = StaticParams.DateTimeNow;
// Gán thời gian xử lý và thời gian phản hồi cho ticket từ SLAPolicy
SLAPolicy SLAPolicy = await UOW.SLAPolicyRepository.GetByTicket(Ticket);
if (SLAPolicy != null)
{
//Ticket.SLAPolicyId = SLAPolicy.Id;
Ticket.FirstResponeTime = oldData.CreatedAt.AddMinutes(Utils.ConvertSLATimeToMenute(SLAPolicy.FirstResponseTime.Value, SLAPolicy.FirstResponseUnitId.Value));
Ticket.ResolveTime = oldData.CreatedAt.AddMinutes(Utils.ConvertSLATimeToMenute(SLAPolicy.ResolveTime.Value, SLAPolicy.ResolveUnitId.Value));
}
// Ticket chuyển từ trạng thái hoạt động sang dừng
if (!Ticket.IsWork.Value && oldData.IsWork.Value)
{
Ticket.LastHoldingAt = Now;
}
// Ticket chuyển từ trạng thái dừng sang hoạt động
else if (Ticket.IsWork.Value && !oldData.IsWork.Value)
{
Ticket.FirstResponeTime = Now.AddMinutes(oldData.FirstRespTimeRemaining.Value);
Ticket.ResolveTime = Now.AddMinutes(oldData.ResolveTimeRemaining.Value);
Ticket.HoldingTime = oldData.HoldingTime + (long)(Now.Subtract(oldData.LastHoldingAt.Value).TotalMinutes);
}
// Lưu lại lịch sử ticket
Ticket.TicketOfUsers = new List <TicketOfUser>();
Ticket.TicketOfUsers.Add(
new TicketOfUser()
{
TicketStatusId = Ticket.TicketStatusId,
UserId = Ticket.UserId,
Notes = Ticket.Notes,
TicketId = Ticket.Id
}
);
// Đóng ticket
if (Ticket.TicketStatusId == TicketStatusEnum.RESOLVED.Id || Ticket.TicketStatusId == TicketStatusEnum.CLOSED.Id)
{
Ticket.ResolvedAt = Now;
Ticket.ResolveMinute = (long)(Now.Subtract(oldData.CreatedAt).TotalMinutes);
Ticket.IsClose = true;
var ot = (long)(Now.Subtract(Ticket.ResolveTime.Value).TotalMinutes);
if (ot > 0)
{
Ticket.SLAOverTime = ot;
}
if (Ticket.TicketStatusId == TicketStatusEnum.CLOSED.Id)
{
Ticket.closedAt = Now;
}
// Update trạng thái SLA
if (oldData.ResolveTime < Now)
{
Ticket.SLAStatusId = SLAStatusEnum.Fail.Id;
}
else
{
Ticket.SLAStatusId = SLAStatusEnum.Success.Id;
}
}
// Mở lại ticket
if (Ticket.TicketStatusId != TicketStatusEnum.RESOLVED.Id && Ticket.TicketStatusId != TicketStatusEnum.CLOSED.Id && oldData.IsClose.Value)
{
Ticket.ReraisedTimes = oldData.ReraisedTimes.Value + 1;
Ticket.IsClose = false;
}
// Update thời gian phản hồi còn lại và thời gian xử lý còn lại
var frtr = (long)(oldData.FirstResponeTime.Value.Subtract(Now).TotalMinutes);
Ticket.FirstRespTimeRemaining = frtr < 0 ? 0 : frtr;
var rtr = (long)(oldData.ResolveTime.Value.Subtract(Now).TotalMinutes);
Ticket.ResolveTimeRemaining = rtr < 0 ? 0 : rtr;
await UOW.TicketRepository.Update(Ticket);
await UOW.Commit();
Ticket = await UOW.TicketRepository.Get(Ticket.Id);
// Push noti ticket đã sử dụng
NotifyUsed(Ticket);
// Thông báo cho người phụ trách ticket
List <UserNotification> UserNotifications = new List <UserNotification>();
var AssignUser = await UOW.AppUserRepository.Get(Ticket.UserId);
var CurrentUser = await UOW.AppUserRepository.Get(CurrentContext.UserId);
List <long> RecipientIds = new List <long>();
RecipientIds.Add(Ticket.UserId);
RecipientIds.Add(Ticket.CreatorId);
foreach (var id in RecipientIds)
{
UserNotification NotificationUtils = new UserNotification
{
TitleWeb = $"Thông báo từ CRM",
ContentWeb = $"Ticket [{Ticket.TicketNumber} - {Ticket.Name} - {Ticket.TicketIssueLevel.Name}] đã được gán cho {AssignUser.DisplayName} bởi {CurrentUser.DisplayName}",
LinkWebsite = $"{TicketRoute.Detail}/*".Replace("*", Ticket.Id.ToString()),
Time = Now,
Unread = true,
SenderId = CurrentContext.UserId,
RecipientId = id
};
UserNotifications.Add(NotificationUtils);
}
await NotificationService.BulkSend(UserNotifications);
await Logging.CreateAuditLog(Ticket, oldData, nameof(TicketService));
return(Ticket);
}
catch (Exception ex)
{
await UOW.Rollback();
if (ex.InnerException == null)
{
await Logging.CreateSystemLog(ex, nameof(TicketService));
throw new MessageException(ex);
}
else
{
await Logging.CreateSystemLog(ex.InnerException, nameof(TicketService));
throw new MessageException(ex.InnerException);
}
}
}
public async Task <Ticket> Create(Ticket Ticket)
{
if (!await TicketValidator.Create(Ticket))
{
return(Ticket);
}
try
{
await UOW.Begin();
var newId = await TicketGeneratedIdService.GetNewTicketId();
Ticket.TicketNumber = newId.Id.ToString().PadLeft(6, '0');
Ticket.UserId = CurrentContext.UserId;
Ticket.CreatorId = CurrentContext.UserId;
Ticket.Subject = "";
Ticket.SLA = Ticket.TicketIssueLevel.SLA;
Ticket.IsAlerted = false;
Ticket.IsAlertedFRT = false;
Ticket.IsEscalated = false;
Ticket.IsEscalatedFRT = false;
Ticket.IsClose = false;
Ticket.IsOpen = true;
Ticket.IsWait = false;
Ticket.IsWork = true;
Ticket.ReraisedTimes = 0;
Ticket.HoldingTime = 0;
Ticket.TicketStatusId = TicketStatusEnum.NEW.Id;
Ticket.TicketOfUsers = new List <TicketOfUser>();
Ticket.TicketOfUsers.Add(
new TicketOfUser()
{
TicketStatusId = TicketStatusEnum.NEW.Id,
UserId = Ticket.UserId
}
);
SLAPolicy SLAPolicy = await UOW.SLAPolicyRepository.GetByTicket(Ticket);
DateTime Now = StaticParams.DateTimeNow;
if (SLAPolicy != null)
{
// Ticket.SLAPolicyId = SLAPolicy.Id;
Ticket.FirstResponeTime = Now.AddMinutes(Utils.ConvertSLATimeToMenute(SLAPolicy.FirstResponseTime.Value, SLAPolicy.FirstResponseUnitId.Value));
Ticket.ResolveTime = Now.AddMinutes(Utils.ConvertSLATimeToMenute(SLAPolicy.ResolveTime.Value, SLAPolicy.ResolveUnitId.Value));
}
await UOW.TicketRepository.Create(Ticket);
await TicketGeneratedIdService.UpdateUsed(int.Parse(Ticket.TicketNumber));
await UOW.Commit();
Ticket = await UOW.TicketRepository.Get(Ticket.Id);
NotifyUsed(Ticket);
var CurrentUser = await UOW.AppUserRepository.Get(CurrentContext.UserId);
var RecipientIds = await UOW.PermissionRepository.ListAppUser(TicketRoute.Update);
List <UserNotification> UserNotifications = new List <UserNotification>();
//foreach (var id in RecipientIds)
//{
UserNotification NotificationUtils = new UserNotification
{
TitleWeb = $"Thông báo từ CRM",
ContentWeb = $"Ticket [{Ticket.TicketNumber} - {Ticket.Name} - {Ticket.TicketIssueLevel.Name}] đã được thêm mới lên hệ thống bởi {CurrentUser.DisplayName}",
LinkWebsite = $"{TicketRoute.Detail}/*".Replace("*", Ticket.Id.ToString()),
Time = Now,
Unread = true,
SenderId = CurrentContext.UserId,
RecipientId = CurrentContext.UserId,
RowId = Guid.NewGuid(),
};
UserNotifications.Add(NotificationUtils);
//}
List <EventMessage <UserNotification> > EventUserNotifications = UserNotifications.Select(x => new EventMessage <UserNotification>(x, x.RowId)).ToList();
RabbitManager.PublishList(EventUserNotifications, RoutingKeyEnum.UserNotificationSend);
await Logging.CreateAuditLog(Ticket, new { }, nameof(TicketService));
return(Ticket);
}
catch (Exception ex)
{
if (ex.InnerException == null)
{
await Logging.CreateSystemLog(ex, nameof(TicketService));
throw new MessageException(ex);
}
else
{
await Logging.CreateSystemLog(ex.InnerException, nameof(TicketService));
throw new MessageException(ex.InnerException);
}
}
}
