public static string GetSlaTriggersViewItem(RestCommand command, int slaTriggerID)
{
SlaTriggersViewItem slaTriggersViewItem = SlaTriggersView.GetSlaTriggersViewItem(command.LoginUser, slaTriggerID);
if (slaTriggersViewItem.OrganizationID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
return(slaTriggersViewItem.GetXml("SlaTriggersViewItem", true));
}
public static string GetSlaTriggersView(RestCommand command)
{
SlaTriggersView slaTriggersView = new SlaTriggersView(command.LoginUser);
slaTriggersView.LoadByOrganizationID(command.Organization.OrganizationID);
if (command.Format == RestFormat.XML)
{
return(slaTriggersView.GetXml("SlaTriggersView", "SlaTriggersViewItem", true, command.Filters));
}
else
{
throw new RestException(HttpStatusCode.BadRequest, "Invalid data format");
}
}
public static string GetTriggerTable(int slaLevelID, int ticketTypeID)
{
SlaTriggersView triggers = new SlaTriggersView(UserSession.LoginUser);
triggers.LoadByTicketType(UserSession.LoginUser.OrganizationID, slaLevelID, ticketTypeID);
StringBuilder builder = new StringBuilder();
builder.Append("<table width=\"100%\" border=\"0\" cellpadding=\"5\" cellspacing=\"0\"><thead><tr><th /><th /><th>Severity</th><th>Initial Response</th><th>Last Action</th><th>To Closed</th><th>Warning Time</th><th>Pause on Company Holidays</th><th>Business Hours</th><th>Days of Week</th><th>Start Time</th><th>End Time</th><th>Time Zone</th></tr></thead><tbody>");
foreach (SlaTriggersViewItem item in triggers)
{
string s = "<tr><td>{0}</td><td>{1}</td><td>{2}</td><td>{3}</td><td>{4}</td><td>{5}</td><td>{6}</td><td>{7}</td><td>{8}</td><td>{9}</td><td>{10}</td><td>{11}</td><td>{12}</td></tr>";
string edit = "<img src=\"../images/icons/Edit.png\" alt=\"Edit\" onclick=\"EditTrigger(" + item.SlaTriggerID + ");\" />";
string delete = "<img src=\"../images/icons/Trash.png\" alt=\"Delete\" onclick=\"DeleteTrigger(" + item.SlaTriggerID + ");\" />";
builder.Append(string.Format(s,
UserSession.CurrentUser.IsSystemAdmin ? edit : "",
UserSession.CurrentUser.IsSystemAdmin ? delete : "",
item.Severity,
DataUtils.MinutesToDisplayTime(item.TimeInitialResponse, "0"),
DataUtils.MinutesToDisplayTime(item.TimeLastAction, "0"),
DataUtils.MinutesToDisplayTime(item.TimeToClose, "0"),
DataUtils.MinutesToDisplayTime(item.WarningTime, "0"),
item.PauseOnHoliday.ToString(),
(item.NoBusinessHours) ? "No" : (item.UseBusinessHours) ? "Account" : "Custom",
(!item.NoBusinessHours && !item.UseBusinessHours) ? GetDays(item.Weekdays) : "",
(!item.NoBusinessHours && !item.UseBusinessHours) ? (item.DayStart != null ? TimeZoneInfo.ConvertTimeFromUtc(item.DayStartUtc.Value, TimeZoneInfo.FindSystemTimeZoneById(item.TimeZone)).ToString("hh:mm tt") : "") : "",
(!item.NoBusinessHours && !item.UseBusinessHours) ? (item.DayEnd != null ? TimeZoneInfo.ConvertTimeFromUtc(item.DayEndUtc.Value, TimeZoneInfo.FindSystemTimeZoneById(item.TimeZone)).ToString("hh:mm tt") : "") : "",
(!item.NoBusinessHours && !item.UseBusinessHours) ? item.TimeZone : ""
));
}
if (triggers.Count < 1)
{
builder.Append("<tr><td colspan=\"13\" >There are no triggers to display.</td></tr>");
}
builder.Append("</tbody></table>");
return(builder.ToString());
}
private void ProcessTicket(TicketSlaInfo ticket)
{
UpdateHealth();
bool isPaused = false;
bool isPending = false;
int? slaTriggerId = null;
Logs.WriteEvent("Getting SlaTicket record");
SlaTicket slaTicket = SlaTickets.GetSlaTicket(LoginUser, ticket.TicketId);
if (slaTicket != null)
{
isPaused = ticket.IsSlaPaused(slaTicket.SlaTriggerId, ticket.OrganizationId);
isPending = slaTicket.IsPending;
slaTriggerId = slaTicket.SlaTriggerId;
}
Logs.WriteEventFormat("IsPaused: {0}; IsPending: {1}", isPaused.ToString(), isPending.ToString());
if (!isPaused && !isPending)
{
SlaTriggersView triggers = new SlaTriggersView(LoginUser);
triggers.LoadByTicketId(ticket.TicketId);
bool warnGroup = false;
bool warnUser = false;
bool vioGroup = false;
bool vioUser = false;
foreach (SlaTriggersViewItem item in triggers)
{
warnGroup = item.NotifyGroupOnWarning || warnGroup;
warnUser = item.NotifyUserOnWarning || warnUser;
vioGroup = item.NotifyGroupOnViolation || vioGroup;
vioUser = item.NotifyUserOnViolation || vioUser;
}
SlaNotification notification = SlaNotifications.GetSlaNotification(LoginUser, ticket.TicketId);
if (notification == null)
{
notification = (new SlaNotifications(LoginUser)).AddNewSlaNotification();
notification.TicketID = ticket.TicketId;
}
DateTime notifyTime;
if (ticket.SlaViolationInitialResponse != null && ticket.SlaViolationInitialResponse <= DateTime.UtcNow)
{
notifyTime = (DateTime)ticket.SlaViolationInitialResponse;
if (!IsTooOld(notifyTime))
{
if (notification.InitialResponseViolationDate == null || Math.Abs(((DateTime)notification.InitialResponseViolationDateUtc - notifyTime).TotalMinutes) > 5)
{
NotifyViolation(ticket.TicketId, vioUser, vioGroup, false, SlaViolationType.InitialResponse, notification, slaTriggerId);
notification.InitialResponseViolationDate = notifyTime;
}
}
}
else if (ticket.SlaWarningInitialResponse != null && ticket.SlaWarningInitialResponse <= DateTime.UtcNow)
{
notifyTime = (DateTime)ticket.SlaWarningInitialResponse;
if (!IsTooOld(notifyTime))
{
if (notification.InitialResponseWarningDate == null || Math.Abs(((DateTime)notification.InitialResponseWarningDateUtc - notifyTime).TotalMinutes) > 5)
{
NotifyViolation(ticket.TicketId, warnUser, warnGroup, true, SlaViolationType.InitialResponse, notification, slaTriggerId);
notification.InitialResponseWarningDate = notifyTime;
}
}
}
if (ticket.SlaViolationLastAction != null && ticket.SlaViolationLastAction <= DateTime.UtcNow)
{
notifyTime = (DateTime)ticket.SlaViolationLastAction;
if (!IsTooOld(notifyTime))
{
if (notification.LastActionViolationDate == null || Math.Abs(((DateTime)notification.LastActionViolationDateUtc - notifyTime).TotalMinutes) > 5)
{
NotifyViolation(ticket.TicketId, vioUser, vioGroup, false, SlaViolationType.LastAction, notification, slaTriggerId);
notification.LastActionViolationDate = notifyTime;
}
}
}
else if (ticket.SlaWarningLastAction != null && ticket.SlaWarningLastAction <= DateTime.UtcNow)
{
notifyTime = (DateTime)ticket.SlaWarningLastAction;
if (!IsTooOld(notifyTime))
{
if (notification.LastActionWarningDate == null || Math.Abs(((DateTime)notification.LastActionWarningDateUtc - notifyTime).TotalMinutes) > 5)
{
NotifyViolation(ticket.TicketId, warnUser, warnGroup, true, SlaViolationType.LastAction, notification, slaTriggerId);
notification.LastActionWarningDate = notifyTime;
}
}
}
if (ticket.SlaViolationTimeClosed != null && ticket.SlaViolationTimeClosed <= DateTime.UtcNow)
{
notifyTime = (DateTime)ticket.SlaViolationTimeClosed;
if (!IsTooOld(notifyTime))
{
if (notification.TimeClosedViolationDate == null || Math.Abs(((DateTime)notification.TimeClosedViolationDateUtc - notifyTime).TotalMinutes) > 5)
{
NotifyViolation(ticket.TicketId, vioUser, vioGroup, false, SlaViolationType.TimeClosed, notification, slaTriggerId);
notification.TimeClosedViolationDate = notifyTime;
}
}
}
else if (ticket.SlaWarningTimeClosed != null && ticket.SlaWarningTimeClosed <= DateTime.UtcNow)
{
notifyTime = (DateTime)ticket.SlaWarningTimeClosed;
if (!IsTooOld(notifyTime))
{
if (notification.TimeClosedWarningDate == null || Math.Abs(((DateTime)notification.TimeClosedWarningDateUtc - notifyTime).TotalMinutes) > 5)
{
NotifyViolation(ticket.TicketId, warnUser, warnGroup, true, SlaViolationType.TimeClosed, notification, slaTriggerId);
notification.TimeClosedWarningDate = notifyTime;
}
}
}
notification.Collection.Save();
}
}