public static string GetSlaNotification(RestCommand command, int ticketID)
{
SlaNotification slaNotification = SlaNotifications.GetSlaNotification(command.LoginUser, ticketID);
if (slaNotification.OrganizationID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
return(slaNotification.GetXml("SlaNotification", true));
}
public static string GetSlaNotifications(RestCommand command)
{
SlaNotifications slaNotifications = new SlaNotifications(command.LoginUser);
slaNotifications.LoadByOrganizationID(command.Organization.OrganizationID);
if (command.Format == RestFormat.XML)
{
return(slaNotifications.GetXml("SlaNotifications", "SlaNotification", true, command.Filters));
}
else
{
throw new RestException(HttpStatusCode.BadRequest, "Invalid data format");
}
}
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();
}
}