private void LoadTrigger(SlaTrigger trigger)
{
SetTimes(trigger.WarningTime, trigger.TimeInitialResponse, trigger.TimeLastAction, trigger.TimeToClose);
cbGroupViolations.Checked = trigger.NotifyGroupOnViolation;
cbGroupWarnings.Checked = trigger.NotifyGroupOnWarning;
cbUserViolations.Checked = trigger.NotifyUserOnViolation;
cbUserWarnings.Checked = trigger.NotifyUserOnWarning;
rbNoBusinessHours.Checked = trigger.NoBusinessHours;
rbBusinessHours.Checked = trigger.UseBusinessHours;
timeSLAStart.SelectedDate = (trigger.DayStartUtc != null ? TimeZoneInfo.ConvertTimeFromUtc(trigger.DayStartUtc.Value, TimeZoneInfo.FindSystemTimeZoneById(trigger.TimeZone)) : new DateTime?());
timeSLAEnd.SelectedDate = (trigger.DayEndUtc != null ? TimeZoneInfo.ConvertTimeFromUtc(trigger.DayEndUtc.Value, TimeZoneInfo.FindSystemTimeZoneById(trigger.TimeZone)) : new DateTime?());
cbTimeZones.SelectedValue = trigger.TimeZone;
cbSLASunday.Checked = ((int)trigger.Weekdays & (int)Math.Pow(2, (int)DayOfWeek.Sunday)) > 0;
cbSLAMonday.Checked = ((int)trigger.Weekdays & (int)Math.Pow(2, (int)DayOfWeek.Monday)) > 0;
cbSLATuesday.Checked = ((int)trigger.Weekdays & (int)Math.Pow(2, (int)DayOfWeek.Tuesday)) > 0;
cbSLAWednesday.Checked = ((int)trigger.Weekdays & (int)Math.Pow(2, (int)DayOfWeek.Wednesday)) > 0;
cbSLAThursday.Checked = ((int)trigger.Weekdays & (int)Math.Pow(2, (int)DayOfWeek.Thursday)) > 0;
cbSLAFriday.Checked = ((int)trigger.Weekdays & (int)Math.Pow(2, (int)DayOfWeek.Friday)) > 0;
cbSLASaturday.Checked = ((int)trigger.Weekdays & (int)Math.Pow(2, (int)DayOfWeek.Saturday)) > 0;
DisableEnableCustomBusinessHours(trigger.UseBusinessHours, trigger.NoBusinessHours);
cbPauseOnOrganizationHolidays.Checked = trigger.PauseOnHoliday;
List <DateTime> daysToPause = SlaTriggers.GetSpecificDaysToPause(trigger.SlaTriggerID);
DaysToPauseHidden.Value = string.Join(",", daysToPause.Select(p => DataUtils.DateToLocal(UserSession.LoginUser, p).ToString("d")));
LoginUser loginUser = TSAuthentication.GetLoginUser();
foreach (DateTime dayToPause in daysToPause.OrderBy(p => p))
{
daysToPauseList.Items.Add(new ListItem {
Value = DataUtils.DateToLocal(UserSession.LoginUser, dayToPause).ToString("d"),
Text = DataUtils.DateToLocal(UserSession.LoginUser, dayToPause).ToString("d", loginUser.CultureInfo)
});
}
}
public bool IsSlaPaused(int triggerId, int organizationId)
{
bool isPaused = false;
TicketStatuses statuses = new TicketStatuses(_loginUser);
statuses.LoadByStatusIDs(organizationId, new int[] { TicketStatusId });
if (statuses != null && statuses.Any())
{
isPaused = statuses[0].PauseSLA;
}
//check if "Pause on Specific Dates"
if (!isPaused)
{
List <DateTime> daysToPause = SlaTriggers.GetSpecificDaysToPause(triggerId);
isPaused = daysToPause.Where(p => DateTime.Compare(p.Date, DateTime.UtcNow.Date) == 0).Any();
}
//If Pause on Company Holidays is selected
SlaTrigger slaTrigger = SlaTriggers.GetSlaTrigger(_loginUser, triggerId);
if (!isPaused && slaTrigger.PauseOnHoliday)
{
isPaused = SlaTriggers.IsOrganizationHoliday(organizationId, DateTime.UtcNow);
}
return(isPaused);
}
public static string GetSlaTrigger(RestCommand command, int slaTriggerID)
{
SlaTrigger slaTrigger = SlaTriggers.GetSlaTrigger(command.LoginUser, slaTriggerID);
if (slaTrigger.OrganizationID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
return(slaTrigger.GetXml("SlaTrigger", true));
}
public static void DeleteTrigger(int slaTriggerID)
{
SlaTrigger trigger = SlaTriggers.GetSlaTrigger(UserSession.LoginUser, slaTriggerID);
SlaLevel level = SlaLevels.GetSlaLevel(UserSession.LoginUser, trigger.SlaLevelID);
if (trigger != null && level.OrganizationID == UserSession.LoginUser.OrganizationID && UserSession.CurrentUser.IsSystemAdmin)
{
trigger.Delete();
trigger.Collection.Save();
}
}
public static string GetSlaTriggers(RestCommand command)
{
SlaTriggers slaTriggers = new SlaTriggers(command.LoginUser);
slaTriggers.LoadByOrganizationID(command.Organization.OrganizationID);
if (command.Format == RestFormat.XML)
{
return(slaTriggers.GetXml("SlaTriggers", "SlaTrigger", true, command.Filters));
}
else
{
throw new RestException(HttpStatusCode.BadRequest, "Invalid data format");
}
}
protected void Page_Load(object sender, EventArgs e)
{
if (Request["TicketID"] == null)
{
EndResponse("Invalid Ticket");
}
LoginUser loginUser = TSAuthentication.GetLoginUser();
int ticketID = int.Parse(Request["TicketID"]);
Ticket ticket = Tickets.GetTicket(loginUser, ticketID);
if (ticket == null)
{
EndResponse("Invalid Ticket");
}
tipNumber.InnerText = "Ticket #" + ticket.TicketNumber.ToString();
tipNumber.Attributes.Add("onclick", "top.Ts.MainPage.openTicket(" + ticket.TicketNumber + "); return false;");
tipName.InnerHtml = ticket.Name;
bool isStatusPaused = false;
SlaTicket slaTicket = SlaTickets.GetSlaTicket(loginUser, ticket.TicketID);
if (slaTicket != null)
{
SlaTrigger slaTrigger = SlaTriggers.GetSlaTrigger(loginUser, slaTicket.SlaTriggerId);
if (slaTrigger != null)
{
isStatusPaused = ticket.IsSlaStatusPaused();
string slaName = new SlaLevels(TSAuthentication.GetLoginUser()).GetSlaveLevelName(slaTicket.SlaTriggerId);
wslaName.InnerText = slaName;
}
else
{
ticket.SlaViolationInitialResponse = null;
ticket.SlaViolationTimeClosed = null;
ticket.SlaViolationLastAction = null;
ticket.SlaWarningInitialResponse = null;
ticket.SlaWarningTimeClosed = null;
ticket.SlaWarningLastAction = null;
ticket.Collection.Save();
}
}
if (isStatusPaused)
{
wClose.InnerText = "Paused";
vClose.InnerText = "Paused";
wLast.InnerText = "Paused";
vLast.InnerText = "Paused";
wInit.InnerText = "Paused";
vInit.InnerText = "Paused";
wNext.InnerText = "Paused";
vNext.InnerText = "Paused";
}
else
{
DateTime?nextViolation = GetUtcDate(ticket, "SlaViolationInitialResponse");
nextViolation = GetMinDate(loginUser, nextViolation, GetUtcDate(ticket, "SlaViolationLastAction"));
nextViolation = GetMinDate(loginUser, nextViolation, GetUtcDate(ticket, "SlaViolationTimeClosed"));
DateTime?nextWarning = GetUtcDate(ticket, "SlaWarningInitialResponse");
nextWarning = GetMinDate(loginUser, nextWarning, GetUtcDate(ticket, "SlaWarningLastAction"));
nextWarning = GetMinDate(loginUser, nextWarning, GetUtcDate(ticket, "SlaWarningTimeClosed"));
if (nextViolation != null && nextViolation < DateTime.UtcNow)
{
tipSla.Attributes.Add("class", "ts-icon ts-icon-sla-bad");
}
else if (nextWarning != null && nextWarning < DateTime.UtcNow)
{
tipSla.Attributes.Add("class", "ts-icon ts-icon-sla-warning");
}
else
{
tipSla.Attributes.Add("class", "ts-icon ts-icon-sla-good");
}
wClose.InnerText = GetDateString(loginUser, GetUtcDate(ticket, "SlaWarningTimeClosed"));
vClose.InnerText = GetDateString(loginUser, GetUtcDate(ticket, "SlaViolationTimeClosed"));
wLast.InnerText = GetDateString(loginUser, GetUtcDate(ticket, "SlaWarningLastAction"));
vLast.InnerText = GetDateString(loginUser, GetUtcDate(ticket, "SlaViolationLastAction"));
wInit.InnerText = GetDateString(loginUser, GetUtcDate(ticket, "SlaWarningInitialResponse"));
vInit.InnerText = GetDateString(loginUser, GetUtcDate(ticket, "SlaViolationInitialResponse"));
wNext.InnerText = GetDateString(loginUser, nextWarning);
vNext.InnerText = GetDateString(loginUser, nextViolation);
}
}
private void NotifyViolation(int ticketID, bool useUser, bool useGroup, bool isWarning, SlaViolationType slaViolationType, SlaNotification notification, int?triggerId)
{
Users users = new Users(LoginUser);
User user = null;
Logs.WriteLine();
Logs.WriteEvent("***** Processing TicketID: " + ticketID.ToString());
TicketsViewItem ticket = TicketsView.GetTicketsViewItem(LoginUser, ticketID);
if (ticket == null)
{
Logs.WriteEvent("Ticket is NULL, exiting");
return;
}
//Since we are already re-loading the Ticket information we will check again if the SLAs still apply at this point
string violationType = "";
bool slaNotApplyAnymore = false;
switch (slaViolationType)
{
case SlaViolationType.InitialResponse:
violationType = "Initial Response";
slaNotApplyAnymore = ticket.SlaWarningInitialResponse == null;
break;
case SlaViolationType.LastAction:
violationType = "Last Action";
slaNotApplyAnymore = ticket.SlaViolationLastAction == null;
break;
case SlaViolationType.TimeClosed:
violationType = "Time to Close";
slaNotApplyAnymore = ticket.SlaViolationTimeClosed == null;
break;
default: break;
}
if (slaNotApplyAnymore)
{
Logs.WriteEvent($"The {((isWarning) ? "warning" : "violation")} for {violationType} does not apply anymore because the Ticket has been updated to satisfy this SLA while it was in process for the notification.");
}
else
{
if (!isWarning)
{
SlaViolationHistoryItem history = (new SlaViolationHistory(LoginUser)).AddNewSlaViolationHistoryItem();
history.DateViolated = DateTime.UtcNow;
history.GroupID = ticket.GroupID;
history.UserID = ticket.UserID;
history.ViolationType = slaViolationType;
history.TicketID = ticket.TicketID;
history.SlaTriggerId = triggerId;
history.Collection.Save();
}
Actions actions = new Actions(LoginUser);
actions.LoadLatestByTicket(ticket.TicketID, false);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Update, ReferenceType.Tickets, ticket.TicketID, violationType + " SLA " + (isWarning ? "warning" : "violation") + " occurred");
MailMessage message = EmailTemplates.GetSlaEmail(LoginUser, ticket, violationType, isWarning);
if (ticket.GroupID != null && useGroup)
{
users.LoadByGroupID((int)ticket.GroupID);
}
if (ticket.UserID != null && useUser && users.FindByUserID((int)ticket.UserID) == null)
{
user = Users.GetUser(LoginUser, (int)ticket.UserID);
}
foreach (User item in users)
{
if (Emails.IsEmailDisabled(LoginUser, item.UserID, "SLA"))
{
continue;
}
message.To.Add(new MailAddress(item.Email, item.FirstLastName));
}
if (user != null)
{
if (!Emails.IsEmailDisabled(LoginUser, user.UserID, "SLA"))
{
message.To.Add(new MailAddress(user.Email, user.FirstLastName));
Logs.WriteEvent(string.Format("Adding Main User, Name:{0} Email:{1} UserID:{2}", user.FirstLastName, user.Email, user.UserID.ToString()));
}
}
if (message.To.Count > 0)
{
Email email = Emails.AddEmail(LoginUser, ticket.OrganizationID, null, "Sla Message", message);
Logs.WriteEvent("Email Added (EmailID: " + email.EmailID.ToString() + ")", true);
}
try
{
TimeZoneInfo tz = null;
Organization org = Organizations.GetOrganization(LoginUser, ticket.OrganizationID);
if (org.TimeZoneID != null)
{
tz = System.TimeZoneInfo.FindSystemTimeZoneById(org.TimeZoneID);
}
if (tz == null)
{
Logs.WriteEvent("Timezone is null, using system's");
tz = System.TimeZoneInfo.Local;
}
Logs.WriteEvent(tz.DisplayName);
Logs.WriteEvent("Supports DLS: " + tz.SupportsDaylightSavingTime.ToString());
Logs.WriteEvent("Is DLS: " + tz.IsDaylightSavingTime(DateTime.UtcNow).ToString());
Logs.WriteEvent("UTC: " + DateTime.UtcNow.ToString());
Logs.WriteEvent(string.Format("NOTIFYING TicketID:{0} TicketNumber:{1} OrganizationID:{2} ", ticket.TicketID.ToString(), ticket.TicketNumber.ToString(), ticket.OrganizationID.ToString()));
Logs.WriteEvent(string.Format("User:{1} Group:{2} IsWarning:{3} NoficationType:{4}", ticketID.ToString(), useUser.ToString(), useGroup.ToString(), isWarning.ToString(), slaViolationType));
Logs.WriteEvent("Ticket Data:");
Logs.WriteData(ticket.Row);
Logs.WriteEvent("Notification Data:");
Logs.WriteData(notification.Row);
Logs.WriteEvent("Organization Data:");
Logs.WriteData(org.Row);
Organizations customers = new Organizations(LoginUser);
customers.LoadByTicketID(ticket.TicketID);
foreach (Organization customer in customers)
{
Logs.WriteEvent("-- Customer: " + customer.Name);
if (customer.SlaLevelID != null)
{
SlaLevel level = SlaLevels.GetSlaLevel(LoginUser, (int)customer.SlaLevelID);
Logs.WriteEvent("SLA Level: " + level.Name);
SlaTriggers triggers = new SlaTriggers(LoginUser);
triggers.LoadByTicketTypeAndSeverity(level.SlaLevelID, ticket.TicketTypeID, ticket.TicketSeverityID);
foreach (SlaTrigger trigger in triggers)
{
Logs.WriteData(trigger.Row);
}
}
else
{
Logs.WriteEvent("No SLA Level Assigned to " + customer.Name);
}
}
if (org.InternalSlaLevelID != null)
{
Logs.WriteEvent("Internal SLA:");
SlaTriggers triggers = new SlaTriggers(LoginUser);
triggers.LoadByTicketTypeAndSeverity((int)org.InternalSlaLevelID, ticket.TicketTypeID, ticket.TicketSeverityID);
foreach (SlaTrigger trigger in triggers)
{
Logs.WriteData(trigger.Row);
}
}
else
{
Logs.WriteEvent("No Internal SLA");
}
}
catch (Exception ex)
{
Logs.WriteEvent("Logging Exception:");
Logs.WriteException(ex);
}
}
}
public override void Run()
{
try
{
SlaTickets slaTickets = new SlaTickets(LoginUser);
slaTickets.LoadPending();
if (slaTickets != null && slaTickets.Count > 0)
{
Logs.WriteEvent(string.Format("{0} pending tickets to calculate the SLA values for.", slaTickets.Count));
}
foreach (SlaTicket slaTicket in slaTickets)
{
if (IsStopped)
{
break;
}
UpdateHealth();
try
{
Ticket ticket = Tickets.GetTicket(LoginUser, slaTicket.TicketId);
if (ticket != null)
{
bool isStatusPaused = ticket.IsSlaStatusPaused();
bool isClosed = ticket.DateClosed != null;
DateTime?newSlaViolationTimeClosed = null;
DateTime?newSlaWarningTimeClosed = null;
DateTime?newSlaViolationLastAction = null;
DateTime?newSlaWarningLastAction = null;
DateTime?newSlaViolationInitialResponse = null;
DateTime?newSlaWarningInitialResponse = null;
if (!isClosed && !isStatusPaused)
{
DateTime?lastActionDateCreated = Actions.GetLastActionDateCreated(LoginUser, ticket.TicketID);
int totalActions = Actions.TotalActionsForSla(LoginUser, ticket.TicketID, ticket.OrganizationID);
Organization organization = Organizations.GetOrganization(LoginUser, ticket.OrganizationID);
SlaTrigger slaTrigger = SlaTriggers.GetSlaTrigger(LoginUser, slaTicket.SlaTriggerId);
if (slaTrigger == null)
{
Logs.WriteEventFormat("Trigger {0} not found.", slaTicket.SlaTriggerId);
}
SlaTickets.BusinessHours businessHours = new SlaTickets.BusinessHours()
{
DayStartUtc = organization.BusinessDayStartUtc,
DayEndUtc = organization.BusinessDayEndUtc,
BusinessDays = organization.BusinessDays
};
//Check if we should use SLA's business hours instead of Account's
if (!slaTrigger.UseBusinessHours &&
!slaTrigger.NoBusinessHours &&
slaTrigger.DayStartUtc.HasValue &&
slaTrigger.DayEndUtc.HasValue)
{
businessHours.DayStartUtc = slaTrigger.DayStartUtc.Value;
businessHours.DayEndUtc = slaTrigger.DayEndUtc.Value;
businessHours.BusinessDays = slaTrigger.Weekdays;
}
else if (!slaTrigger.UseBusinessHours && !slaTrigger.NoBusinessHours)
{
Logs.WriteEventFormat("Using Account's business hours {0} to {1} because while the trigger is set to use sla's business hours one of them has no value. Sla DayStartUtc {2}, Sla DayEndUtc {3}",
organization.BusinessDayStartUtc.ToShortTimeString(),
organization.BusinessDayEndUtc.ToShortTimeString(),
slaTrigger.DayStartUtc.HasValue ? slaTrigger.DayStartUtc.Value.ToShortTimeString() : "NULL",
slaTrigger.DayEndUtc.HasValue ? slaTrigger.DayEndUtc.Value.ToShortTimeString() : "NULL");
}
Logs.WriteEvent(string.Format("Ticket #{0} id {1}. LastAction: {2}, TotalActions: {3}, Org({4}) {5}, SlaTriggerId {6}.", ticket.TicketNumber,
ticket.TicketID,
lastActionDateCreated == null ? "none" : lastActionDateCreated.Value.ToString(),
totalActions,
organization.OrganizationID,
organization.Name,
slaTrigger.SlaTriggerID));
List <DateTime> daysToPause = SlaTriggers.GetSpecificDaysToPause(slaTrigger.SlaTriggerID);
bool pauseOnHoliday = slaTrigger.PauseOnHoliday;
CalendarEvents holidays = new CalendarEvents(LoginUser);
if (pauseOnHoliday)
{
holidays.LoadHolidays(organization.OrganizationID);
}
Dictionary <int, double> businessPausedTimes = new Dictionary <int, double>();
//We need to have two calculations for the paused time, one for the Time To Close and Initial Response which should count the paused time since the Ticket creation
//and another one for Last Action where it should only count starting from the last action added
TimeSpan totalPausedTimeSpan = SlaTickets.CalculatePausedTime(ticket.TicketID, organization, businessHours, slaTrigger, daysToPause, holidays, LoginUser, businessPausedTimes, Logs);
Logs.WriteEventFormat("Total Paused Time: {0}", totalPausedTimeSpan.ToString());
UpdateBusinessPausedTimes(LoginUser, businessPausedTimes);
newSlaViolationTimeClosed = SlaTickets.CalculateSLA(ticket.DateCreatedUtc, businessHours, slaTrigger, slaTrigger.TimeToClose, totalPausedTimeSpan, daysToPause, holidays);
if (newSlaViolationTimeClosed != null)
{
newSlaWarningTimeClosed = SlaTickets.CalculateSLAWarning(newSlaViolationTimeClosed.Value,
businessHours,
slaTrigger.NoBusinessHours,
slaTrigger.TimeToClose,
slaTrigger.WarningTime,
daysToPause,
holidays);
}
TimeSpan pausedTimeSpanSinceLastAction = SlaTickets.CalculatePausedTime(ticket.TicketID,
organization, businessHours,
slaTrigger,
daysToPause,
holidays,
LoginUser,
businessPausedTimes,
Logs,
false,
lastActionDateCreated.HasValue ? lastActionDateCreated.Value : (DateTime?)null);
Logs.WriteEventFormat("Total Paused Time: {0}", pausedTimeSpanSinceLastAction.ToString());
if (lastActionDateCreated == null)
{
newSlaViolationLastAction = null;
newSlaWarningLastAction = null;
}
else
{
newSlaViolationLastAction = SlaTickets.CalculateSLA(lastActionDateCreated.Value,
businessHours,
slaTrigger,
slaTrigger.TimeLastAction,
pausedTimeSpanSinceLastAction,
daysToPause,
holidays);
if (newSlaViolationLastAction != null)
{
newSlaWarningLastAction = SlaTickets.CalculateSLAWarning((DateTime)newSlaViolationLastAction.Value,
businessHours,
slaTrigger.NoBusinessHours,
slaTrigger.TimeLastAction,
slaTrigger.WarningTime,
daysToPause,
holidays);
}
}
if (slaTrigger.TimeInitialResponse < 1 || totalActions > 0)
{
newSlaViolationInitialResponse = null;
newSlaWarningInitialResponse = null;
}
else
{
newSlaViolationInitialResponse = SlaTickets.CalculateSLA(ticket.DateCreatedUtc,
businessHours,
slaTrigger,
slaTrigger.TimeInitialResponse,
totalPausedTimeSpan,
daysToPause,
holidays);
if (newSlaViolationInitialResponse != null)
{
newSlaWarningInitialResponse = SlaTickets.CalculateSLAWarning((DateTime)newSlaViolationInitialResponse.Value,
businessHours,
slaTrigger.NoBusinessHours,
slaTrigger.TimeInitialResponse,
slaTrigger.WarningTime,
daysToPause,
holidays);
}
}
}
else
{
Logs.WriteEventFormat("Ticket is {0}, clearing its SLA values.", isClosed ? "Closed" : "Status Paused");
}
if (HasAnySlaChanges(ticket,
newSlaViolationTimeClosed,
newSlaWarningTimeClosed,
newSlaViolationLastAction,
newSlaWarningLastAction,
newSlaViolationInitialResponse,
newSlaWarningInitialResponse))
{
ticket.SlaViolationTimeClosed = newSlaViolationTimeClosed;
ticket.SlaWarningTimeClosed = newSlaWarningTimeClosed;
ticket.SlaViolationLastAction = newSlaViolationLastAction;
ticket.SlaWarningLastAction = newSlaWarningLastAction;
ticket.SlaViolationInitialResponse = newSlaViolationInitialResponse;
ticket.SlaWarningInitialResponse = newSlaWarningInitialResponse;
Tickets.UpdateTicketSla(LoginUser,
ticket.TicketID,
newSlaViolationInitialResponse,
newSlaViolationLastAction,
newSlaViolationTimeClosed,
newSlaWarningInitialResponse,
newSlaWarningLastAction,
newSlaWarningTimeClosed);
Logs.WriteEvent("Ticket SLA calculation completed.");
string signalRUrl = Settings.ReadString("SignalRUrl");
if (!string.IsNullOrEmpty(signalRUrl))
{
//Dictionary<string, string> queryStringData = new Dictionary<string, string>();
//queryStringData.Add("userID", "-1");
//queryStringData.Add("organizationID", ticket.OrganizationID.ToString());
//HubConnection connection = new HubConnection(signalRUrl, queryStringData);
//IHubProxy signalRConnection = connection.CreateHubProxy("TicketSocket");
//try
//{
// connection.Start().Wait();
// signalRConnection.Invoke("RefreshSLA", ticket.TicketNumber);
//}
//catch (Exception ex)
//{
// Logs.WriteEvent("Could not send signalR to refresh the SLA. Message: " + ex.Message);
//}
}
}
else
{
Logs.WriteEvent("Ticket SLA calculation completed. SLA values did not change, ticket was not updated.");
}
slaTicket.IsPending = false;
slaTicket.Collection.Save();
}
else
{
SlaPausedTimes slaPausedTimes = new SlaPausedTimes(LoginUser);
slaPausedTimes.LoadByTicketId(slaTicket.TicketId);
slaPausedTimes.DeleteAll();
slaPausedTimes.Save();
slaTicket.Delete();
slaTicket.Collection.Save();
Logs.WriteEventFormat("Ticket id {0} does not exist anymore, deleted from SlaTickets.", slaTicket.TicketId);
}
System.Threading.Thread.Sleep(100);
}
catch (System.Data.SqlClient.SqlException sqlEx)
{
//Handle the deadlock exception, any other bubble up.
if (sqlEx.Number == 1205 || sqlEx.Message.Contains("deadlocked"))
{
ExceptionLogs.LogException(LoginUser, sqlEx, "SLA Calculator", "Sync");
Logs.WriteEventFormat("Exception. Message {0}{1}StackTrace {2}", sqlEx.Message, Environment.NewLine, sqlEx.StackTrace);
slaTicket.IsPending = true;
slaTicket.Collection.Save();
Logs.WriteEventFormat("SlaTicket: TicketId {0} TriggerId {1} still pending.", slaTicket.TicketId, slaTicket.SlaTriggerId);
}
else
{
throw;
}
}
catch (Exception ex)
{
ExceptionLogs.LogException(LoginUser, ex, "SLA Calculator", "Sync");
Logs.WriteEventFormat("Exception. Message {0}{1}StackTrace {2}", ex.Message, Environment.NewLine, ex.StackTrace);
slaTicket.IsPending = false;
slaTicket.Collection.Save();
Logs.WriteEventFormat("SlaTicket: TicketId {0} TriggerId {1} set to not pending.", slaTicket.TicketId, slaTicket.SlaTriggerId);
}
}
if (slaTickets != null && slaTickets.Count > 0)
{
Logs.WriteEvent(string.Format("Completed processing the {0} pending tickets to calculate the SLA values for.", slaTickets.Count));
}
}
catch (Exception ex)
{
ExceptionLogs.LogException(LoginUser, ex, "SLA Calculator", "Sync");
Logs.WriteEvent(string.Format("Exception. Message {0}{1}StackTrace {2}", ex.Message, Environment.NewLine, ex.StackTrace));
}
}
public override bool Save()
{
if (rbCustomBusinessHours.Checked && (timeSLAStart.SelectedDate == null || timeSLAEnd.SelectedDate == null))
{
string script = "alert('Please select both the SLA Day Start and End.');";
string name = "ValidationAlert";
ScriptManager.RegisterClientScriptBlock(this, typeof(Page), name + "_function", "function " + name + "(){" + script + "Sys.Application.remove_load(" + name + ");}", true);
ScriptManager.RegisterStartupScript(this, typeof(Page), name, "Sys.Application.add_load(" + name + ");", true);
DialogResult = "";
return(false);
}
SlaTrigger trigger;
SlaTriggers triggers = new SlaTriggers(UserSession.LoginUser);
if (_slaTriggerID < 0)
{
trigger = triggers.AddNewSlaTrigger();
trigger.SlaLevelID = _slaLevelID;
trigger.TicketTypeID = _ticketTypeID;
}
else
{
trigger = SlaTriggers.GetSlaTrigger(UserSession.LoginUser, _slaTriggerID);
if (trigger == null)
{
return(false);
}
}
trigger.TicketSeverityID = int.Parse(cmbSeverities.SelectedValue);
trigger.NotifyGroupOnViolation = cbGroupViolations.Checked;
trigger.NotifyGroupOnWarning = cbGroupWarnings.Checked;
trigger.NotifyUserOnViolation = cbUserViolations.Checked;
trigger.NotifyUserOnWarning = cbUserWarnings.Checked;
trigger.NoBusinessHours = rbNoBusinessHours.Checked;
trigger.UseBusinessHours = rbBusinessHours.Checked;
trigger.PauseOnHoliday = cbPauseOnOrganizationHolidays.Checked;
trigger.DayStart = null;
trigger.DayEnd = null;
trigger.TimeZone = cbTimeZones.SelectedValue;
UserSession.LoginUser.TimeZoneInfo = null;
try
{
TimeZoneInfo timeZoneInfo = TimeZoneInfo.FindSystemTimeZoneById(trigger.TimeZone);
if (timeSLAStart.SelectedDate != null)
{
trigger.DayStart = TimeZoneInfo.ConvertTimeToUtc((DateTime)timeSLAStart.SelectedDate, timeZoneInfo);
}
if (timeSLAEnd.SelectedDate != null)
{
trigger.DayEnd = TimeZoneInfo.ConvertTimeToUtc((DateTime)timeSLAEnd.SelectedDate, timeZoneInfo);
}
}
catch (Exception ex)
{
}
int weekdays = 0;
AddSLADay(ref weekdays, DayOfWeek.Sunday, cbSLASunday.Checked);
AddSLADay(ref weekdays, DayOfWeek.Monday, cbSLAMonday.Checked);
AddSLADay(ref weekdays, DayOfWeek.Tuesday, cbSLATuesday.Checked);
AddSLADay(ref weekdays, DayOfWeek.Wednesday, cbSLAWednesday.Checked);
AddSLADay(ref weekdays, DayOfWeek.Thursday, cbSLAThursday.Checked);
AddSLADay(ref weekdays, DayOfWeek.Friday, cbSLAFriday.Checked);
AddSLADay(ref weekdays, DayOfWeek.Saturday, cbSLASaturday.Checked);
trigger.Weekdays = weekdays;
List <string> daysToPause = new List <string>();
if (!String.IsNullOrEmpty(DaysToPauseHidden.Value))
{
daysToPause = DaysToPauseHidden.Value.Split(',').Distinct().Where(p => !string.IsNullOrEmpty(p)).ToList();
}
SlaPausedDays slaPausedDays = new SlaPausedDays(UserSession.LoginUser);
if (_slaTriggerID > 0)
{
slaPausedDays.LoadByTriggerID(trigger.SlaTriggerID);
if (slaPausedDays != null && slaPausedDays.Any())
{
slaPausedDays.DeleteAll();
slaPausedDays.Save();
}
slaPausedDays = new SlaPausedDays(UserSession.LoginUser);
}
int value = numWarning.Value == null ? 0 : (int)numWarning.Value;
if (rbWarningDay.Checked)
{
trigger.WarningTime = value * 24 * 60;
}
else if (rbWarningHour.Checked)
{
trigger.WarningTime = value * 60;
}
else
{
trigger.WarningTime = value;
}
value = numInitial.Value == null ? 0 : (int)numInitial.Value;
if (rbInitialDay.Checked)
{
trigger.TimeInitialResponse = value * 24 * 60;
}
else if (rbInitialHour.Checked)
{
trigger.TimeInitialResponse = value * 60;
}
else
{
trigger.TimeInitialResponse = value;
}
value = numAction.Value == null ? 0 : (int)numAction.Value;
if (rbActionDay.Checked)
{
trigger.TimeLastAction = value * 24 * 60;
}
else if (rbActionHour.Checked)
{
trigger.TimeLastAction = value * 60;
}
else
{
trigger.TimeLastAction = value;
}
value = numClosed.Value == null ? 0 : (int)numClosed.Value;
if (rbClosedDay.Checked)
{
trigger.TimeToClose = value * 24 * 60;
}
else if (rbClosedHour.Checked)
{
trigger.TimeToClose = value * 60;
}
else
{
trigger.TimeToClose = value;
}
try
{
trigger.Collection.Save();
foreach (string day in daysToPause)
{
string decodedDay = System.Net.WebUtility.HtmlDecode(day);
decodedDay = System.Text.RegularExpressions.Regex.Replace(decodedDay, @"[^\u0000-\u007F]+", string.Empty);
decodedDay = System.Text.RegularExpressions.Regex.Replace(decodedDay, "[^.0-9/\\s]", "");
DateTime dayToPause = new DateTime();
Settings.UserDB.WriteString("SlaTriggerDayToPauseDebug", day + " => " + decodedDay);
if (DateTime.TryParse(decodedDay, new CultureInfo("en-US"), DateTimeStyles.None, out dayToPause))
{
SlaPausedDay slaPausedDay = slaPausedDays.AddNewSlaPausedDay();
slaPausedDay.SlaTriggerId = trigger.SlaTriggerID;
slaPausedDay.DateToPause = dayToPause.ToUniversalTime();
slaPausedDay.Collection.Save();
Settings.UserDB.WriteString("SlaTriggerDayToPauseParseDebug", "us-US: " + dayToPause.ToShortDateString());
}
else if (DateTime.TryParse(decodedDay, TSAuthentication.GetLoginUser().CultureInfo, DateTimeStyles.None, out dayToPause))
{
SlaPausedDay slaPausedDay = slaPausedDays.AddNewSlaPausedDay();
slaPausedDay.SlaTriggerId = trigger.SlaTriggerID;
slaPausedDay.DateToPause = dayToPause.ToUniversalTime();
slaPausedDay.Collection.Save();
Settings.UserDB.WriteString("SlaTriggerDayToPauseParseDebug", TSAuthentication.GetLoginUser().CultureInfo + ": " + dayToPause.ToShortDateString());
}
else
{
Settings.UserDB.WriteString("SlaTriggerDayToPauseParseDebug", "none");
}
}
Settings.UserDB.WriteInt("SlaTriggerWarningTime", trigger.WarningTime);
Settings.UserDB.WriteInt("SlaTriggerInitialResponseTime", trigger.TimeInitialResponse);
Settings.UserDB.WriteInt("SlaTriggerLastActionTime", trigger.TimeLastAction);
Settings.UserDB.WriteInt("SlaTriggerClosedTime", trigger.TimeToClose);
Settings.UserDB.WriteBool("SlaTriggerGroupViolations", cbGroupViolations.Checked);
Settings.UserDB.WriteBool("SlaTriggerGroupWarnings", cbGroupWarnings.Checked);
Settings.UserDB.WriteBool("SlaTriggerUserViolations", cbUserViolations.Checked);
Settings.UserDB.WriteBool("SlaTriggerUserWarnings", cbUserWarnings.Checked);
Settings.UserDB.WriteBool("SlaTriggerNoBusinessHours", rbNoBusinessHours.Checked);
Settings.UserDB.WriteBool("SlaTriggerUseBusinessHours", rbBusinessHours.Checked);
Settings.UserDB.WriteBool("SlaTriggerPauseOnOrganizationHolidays", cbPauseOnOrganizationHolidays.Checked);
DialogResult = trigger.SlaTriggerID.ToString();
}
catch (System.Data.SqlClient.SqlException sqlEx)
{
if (sqlEx.Message.Contains("duplicate key") && sqlEx.Message.Contains("SlaTriggers"))
{
ExceptionLogs.LogException(TSAuthentication.GetLoginUser(), sqlEx, "SlaTrigger.Save");
}
else
{
throw sqlEx;
}
}
return(true);
}
protected override void OnLoad(EventArgs e)
{
if (!UserSession.CurrentUser.IsSystemAdmin)
{
Response.Write("Invalid Request");
Response.End();
return;
}
base.OnLoad(e);
if (Request["SlaTriggerID"] != null)
{
_slaTriggerID = int.Parse(Request["SlaTriggerID"]);
}
if (Request["SlaLevelID"] != null)
{
_slaLevelID = int.Parse(Request["SlaLevelID"]);
}
if (Request["TicketTypeID"] != null)
{
_ticketTypeID = int.Parse(Request["TicketTypeID"]);
}
if (!IsPostBack)
{
LoadTimeZones();
SetTimes(Settings.UserDB.ReadInt("SlaTriggerWarningTime", 1440),
Settings.UserDB.ReadInt("SlaTriggerInitialResponseTime", 60),
Settings.UserDB.ReadInt("SlaTriggerLastActionTime", 60),
Settings.UserDB.ReadInt("SlaTriggerClosedTime", 60));
cbGroupViolations.Checked = Settings.UserDB.ReadBool("SlaTriggerGroupViolations", true);
cbGroupWarnings.Checked = Settings.UserDB.ReadBool("SlaTriggerGroupWarnings", true);
cbUserViolations.Checked = Settings.UserDB.ReadBool("SlaTriggerUserViolations", true);
cbUserWarnings.Checked = Settings.UserDB.ReadBool("SlaTriggerUserWarnings", true);
rbBusinessHours.Checked = Settings.UserDB.ReadBool("SlaTriggerUseBusinessHours", true);
rbCustomBusinessHours.Checked = !rbBusinessHours.Checked;
cbPauseOnOrganizationHolidays.Checked = Settings.UserDB.ReadBool("SlaTriggerPauseOnOrganizationHolidays", true);
daysToPauseList.Attributes.Add("onkeydown", "DeleteSelectedItems(event);");
}
if (_slaTriggerID > -1)
{
_trigger = SlaTriggers.GetSlaTrigger(UserSession.LoginUser, _slaTriggerID);
if (_trigger == null || SlaLevels.GetSlaLevel(UserSession.LoginUser, _trigger.SlaLevelID).OrganizationID != UserSession.LoginUser.OrganizationID)
{
Response.Write("Invalid Request");
Response.End();
return;
}
_slaLevelID = _trigger.SlaLevelID;
_ticketTypeID = _trigger.TicketTypeID;
if (!IsPostBack)
{
LoadTrigger(_trigger);
}
}
else
{
DisableEnableCustomBusinessHours(rbBusinessHours.Checked, rbNoBusinessHours.Checked);
}
SlaLevel level = SlaLevels.GetSlaLevel(UserSession.LoginUser, _slaLevelID);
TicketType type = TicketTypes.GetTicketType(UserSession.LoginUser, _ticketTypeID);
if (level == null || type == null || level.OrganizationID != UserSession.LoginUser.OrganizationID || type.OrganizationID != UserSession.LoginUser.OrganizationID)
{
Response.Write("Invalid Request");
Response.End();
return;
}
lblSla.Text = level.Name;
lblTicketType.Text = type.Name;
if (!IsPostBack)
{
LoadSeverities();
}
}
