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 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();
}
}
