public HttpResponseMessage updateSettingSla(int id, [FromUri] TicketSLA instance)
{
if (ticketService.isSLAExisted(instance))
{
return(Request.CreateResponse(HttpStatusCode.PreconditionFailed, new { msg = "This SLA was existed" }));
}
else
{
return(Request.CreateResponse(HttpStatusCode.OK, ticketService.updateSla(instance)));
}
}
protected void markFirstResponse()
{
if (!ticket.FirstResponse && ticket.PriorityId > 0 && activityConfig.FirstResponseMarked)
{
TicketSLA sla = dataProcessingProvider.getSLAByPriority(ticket.PriorityId);
var firstResponseDate = ticket.CreatedDate.AddSeconds(sla.FirstResponsePeriod);
if (firstResponseDate.CompareTo(DateTime.Now) >= 0)
{
ticket.FirstResponse = true;
}
}
}
public TicketSLA updateSla(TicketSLA instance)
{
try
{
slaRepo.Update(instance);
return(instance);
}catch (Exception e)
{
Console.WriteLine(e.StackTrace);
return(instance);
}
}
public TicketSLA addNewSla(TicketSLA instance)
{
try
{
slaRepo.Add(instance);
return(instance);
}catch (Exception e)
{
Console.WriteLine(e.StackTrace);
return(instance);
}
}
private DateTime getDueDate(TicketSLA sla, DateTime createdDate)
{
return(createdDate.AddSeconds(sla.GracePeriod));
}
private void saveTicket()
{
TicketSLA sla = null;
//SLA = mapping between ticket type and priority, Veasna-20170213
if (ticketParam.PriorityId > 0 && ticketParam.TicketTypeId > 0)
{
sla = dataProcessingProvider.getSLAByPriorityAndTicketType(ticketParam.PriorityId, ticketParam.TicketTypeId);
}
if (ticket != null)
{
//Prevent set requestor to none emp(0) if requestor from unknow employee
if (ticket.RequestorId == -1 && ticketParam.RequestorId == 0)
{
ticketParam.RequestorId = -1;
}
//Prevent set requestor to none emp(0) if submitter is system account(K2 service ..etc)
if ("GENERIC".Equals(requestor.EmpType) && ticketParam.RequestorId == 0)
{
ticketParam.RequestorId = ticket.RequestorId;
}
if (sla != null && ticket.CreatedDate != null && ticket.PriorityId != ticketParam.PriorityId && ticketParam.DueDate == null)
{
ticketParam.DueDate = getDueDate(sla, ticket.CreatedDate);
}
ticket = dataProcessingProvider.getTicket(ticketParam.TicketId);
ticket.TicketTypeId = ticketParam.TicketTypeId;
ticket.SiteId = ticketParam.SiteId;
//No need to update
//ticket.SubmitterId = ticketParam.CurrLoginUserId;
ticket.RequestorId = ticketParam.RequestorId;
ticket.PriorityId = ticketParam.PriorityId;
ticket.UrgentcyId = ticketParam.UrgencyId;
ticket.ImpactId = ticketParam.ImpactId;
ticket.SourceId = ticketParam.SourceId;
//Ticket status will be handle by assign ticket activity task
//if (ticketParam.StatusId > 0)
//{
// ticket.StatusId = ticketParam.StatusId;
//}
ticket.TicketItemId = getTicketItemId();
ticket.Subject = ticketParam.Subject;
ticket.Description = ticketParam.Description;
ticket.LastAction = getAction();
ticket.DueDate = ticketParam.DueDate;
ticket.EstimatedHours = ticketParam.EstimatedHours;
ticket.LastActionBy = ticketParam.CurrLoginUserId;
ticket.LastActionDate = DateTime.Now;
ticket.SlaId = ticketParam.SlaId;
//ticket.Reference = ticketParam.Reference;
//ticket.RefType = ticketParam.RefType;
}
else
{
ticket = new Ticket()
{
TicketNo = getNextTicketNo(),
TicketTypeId = ticketParam.TicketTypeId,
SiteId = ticketParam.SiteId,
SubmitterId = ticketParam.CurrLoginUserId,
RequestorId = ticketParam.RequestorId,
PriorityId = ticketParam.PriorityId,
UrgentcyId = ticketParam.UrgencyId,
ImpactId = ticketParam.ImpactId,
SourceId = ticketParam.SourceId,
StatusId = ticketParam.StatusId == 0 ? 1 : ticketParam.StatusId,
TicketItemId = getTicketItemId(),
DeptId = ticketParam.DeptOwnerId,
Subject = ticketParam.Subject,
Description = ticketParam.Description,
DueDate = ticketParam.DueDate,
EstimatedHours = ticketParam.EstimatedHours,
LastAction = getAction(),
LastActionBy = ticketParam.CurrLoginUserId,
LastActionDate = DateTime.Now,
SlaId = ticketParam.SlaId,
RefType = ticketParam.RefType,
Reference = ticketParam.Reference
};
var comment = "Post new ticket ";
//Check for none regestered employee
if (ticket.SourceId == 1)
{
comment += " via E-Mail";
}
else if (ticket.SourceId == 3)
{
comment += " via Web Form";
}
else if (ticket.SourceId == 5)
{
comment += " via K2 Form Integrated";
}
ticketParam.ActComment = comment;
if (sla != null && ticketParam.DueDate == null)
{
ticket.DueDate = getDueDate(sla, ticket.CreatedDate);
}
if (ticket.StatusId > 1)
{
base.markFirstResponse();
}
}
dataProcessingProvider.saveTicket(ticket);
ticketParam.FileUploads = ticketParam.UserAttachFiles;
//Remove upload file
//se.ticket = ticket;
//Record originator information
if (ticket.RequestorId == -1 && TicketParams.INTEGRATED_TYPE.EMAIL == ticketParam.AutomationType && ticketParam.TicketNoneReqEmp != null)
{
var ticketNoneReqEmp = new TicketNoneReqEmp()
{
TicketId = ticket.Id,
Originator = ticketParam.TicketNoneReqEmp.Originator,
Receipient = ticketParam.TicketNoneReqEmp.Receipient,
Cc = ticketParam.TicketNoneReqEmp.Cc,
EmailItemId = ticketParam.TicketNoneReqEmp.EmailItemId
};
dataProcessingProvider.saveTicketNoneReqEmp(ticketNoneReqEmp);
this.requestor = new Domain.Entities.Employee()
{
Id = -1,
Email = ticketNoneReqEmp.Originator,
EmpNo = "Unknown",
DisplayName = ticketNoneReqEmp.Originator
};
}
}
public Boolean isSLAExisted(TicketSLA instance)
{
return(slaRepo.isSlaExisted(instance));
}