public void ClonePropertiesTo(SlaTrigger clone)
{
foreach (System.Reflection.PropertyInfo sourcePropertyInfo in this.GetType().GetProperties())
{
if (sourcePropertyInfo.CanWrite &&
sourcePropertyInfo.Name.ToLower() != "basecollection" &&
sourcePropertyInfo.PropertyType != typeof(DateTime) &&
sourcePropertyInfo.PropertyType != typeof(DateTime?))
{
System.Reflection.PropertyInfo destPropertyInfo = clone.GetType().GetProperty(sourcePropertyInfo.Name);
destPropertyInfo.SetValue(
clone,
sourcePropertyInfo.GetValue(this, null),
null);
}
}
//DateTime properties are special it needs to be the UTC value. The DateTime (and DateTime?) properties always have a UTC version
foreach (System.Reflection.PropertyInfo sourcePropertyInfo in this.GetType().GetProperties())
{
if (sourcePropertyInfo.CanRead &&
sourcePropertyInfo.Name.Substring(sourcePropertyInfo.Name.Length - 3).ToLower() == "utc" &&
(sourcePropertyInfo.PropertyType == typeof(DateTime) ||
sourcePropertyInfo.PropertyType == typeof(DateTime?)))
{
System.Reflection.PropertyInfo destPropertyInfo = clone.GetType().GetProperty(sourcePropertyInfo.Name.Substring(0, sourcePropertyInfo.Name.Length - 3));
destPropertyInfo.SetValue(
clone,
sourcePropertyInfo.GetValue(this, null),
null);
}
}
}
public static TimeSpan CalculatePausedTime(LoginUser loginUser, int organizationId, int triggerId, DateTime pausedOn, DateTime resumedOn, Logs logs = null)
{
SlaTrigger slaTrigger = SlaTriggers.GetSlaTrigger(loginUser, triggerId);
Organization organization = Organizations.GetOrganization(loginUser, organizationId);
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.DayStartUtc.HasValue &&
slaTrigger.DayEndUtc.HasValue)
{
businessHours.DayStartUtc = slaTrigger.DayStartUtc.Value;
businessHours.DayEndUtc = slaTrigger.DayEndUtc.Value;
businessHours.BusinessDays = slaTrigger.Weekdays;
}
List <DateTime> daysToPause = SlaTriggers.GetSpecificDaysToPause(slaTrigger.SlaTriggerID);
bool pauseOnHoliday = slaTrigger.PauseOnHoliday;
CalendarEvents holidays = new CalendarEvents(loginUser);
if (pauseOnHoliday)
{
holidays.LoadHolidays(organization.OrganizationID);
}
return(CalculatePausedTime(loginUser, organization, slaTrigger, pausedOn, resumedOn, businessHours, daysToPause, holidays, logs));
}
public static TimeSpan CalculatePausedTime(int ticketId,
Organization organization,
BusinessHours businessHours,
SlaTrigger slaTrigger,
List <DateTime> daysToPause,
CalendarEvents holidays,
LoginUser loginUser,
Dictionary <int, double> businessPausedTimes,
Logs logs = null,
bool overwritePrevious = false,
DateTime?startOn = null)
{
TimeSpan totalPausedTime = new TimeSpan();
SlaPausedTimes slaPausedTimes = new SlaPausedTimes(loginUser);
slaPausedTimes.LoadByTicketId(ticketId, startOn);
foreach (SlaPausedTime slaPausedTime in slaPausedTimes)
{
bool hasBeenCalculated = slaPausedTime.BusinessPausedTime != null;
if (!hasBeenCalculated || (hasBeenCalculated && overwritePrevious))
{
TimeSpan rangePausedTime = SlaPausedTimes.CalculatePausedTime(loginUser,
organization,
slaTrigger,
slaPausedTime.PausedOnUtc,
(DateTime)slaPausedTime.ResumedOnUtc,
businessHours,
daysToPause,
holidays,
logs);
totalPausedTime = totalPausedTime.Add(rangePausedTime);
//return the results to stored them in the db.
businessPausedTimes.Add(slaPausedTime.Id, rangePausedTime.TotalSeconds);
}
else if (hasBeenCalculated && !overwritePrevious)
{
TimeSpan previouslyCalculatedPausedTime = TimeSpan.FromSeconds((int)slaPausedTime.BusinessPausedTime);
totalPausedTime = totalPausedTime.Add(previouslyCalculatedPausedTime);
}
}
return(totalPausedTime);
}
public static DateTime?CalculateSLA(DateTime DateCreated,
BusinessHours businessHours,
SlaTrigger slaTrigger,
int minutes,
TimeSpan pausedTimeSpan,
List <DateTime> daysToPause,
CalendarEvents holidays)
{
bool slaUseBusinessHours = slaTrigger.UseBusinessHours;
DateTime?slaDayStart = businessHours.DayStartUtc;
DateTime?slaDayEnd = businessHours.DayEndUtc;
int slaBusinessDays = businessHours.BusinessDays;
DateTime?ExpireDate = new DateTime();
int adjustedMinutes = 0;
if ((slaUseBusinessHours && (slaDayStart == null || slaDayEnd == null || slaBusinessDays < 1)) ||
minutes < 1)
{
ExpireDate = null;
}
else
{
if ((slaUseBusinessHours && slaBusinessDays == 0) ||
(!slaUseBusinessHours && DateTime.Compare(slaDayStart.Value, slaDayEnd.Value) == 0 && slaBusinessDays == 127) ||
slaTrigger.NoBusinessHours) //127 means all days are selected.
{
ExpireDate = DateCreated.AddMinutes(minutes);
}
else
{
int startOfDayMinutes = slaDayStart.Value.Minute + (slaDayStart.Value.Hour * 60);
int endOfDayMinutes = slaDayEnd.Value.Minute + (slaDayEnd.Value.Hour * 60);
int currentMinuteInTheProcess = DateCreated.Minute + (DateCreated.Hour * 60);
int minutesInOneDay = (24 * 60);
//When converted the input to UTC the end time might be less than the start time. E.g. central 8 to 22, is stored as utc 14 to 4
if (businessHours.DayEndUtc.Hour < businessHours.DayStartUtc.Hour && businessHours.DayEndUtc.Day > businessHours.DayStartUtc.Day)
{
adjustedMinutes = slaDayStart.Value.Minute + slaDayStart.Value.Hour * 60;
slaDayStart = slaDayStart.Value.AddMinutes(-adjustedMinutes);
slaDayEnd = slaDayEnd.Value.AddMinutes(-adjustedMinutes);
DateCreated = DateCreated.AddMinutes(-adjustedMinutes);
startOfDayMinutes = slaDayStart.Value.Minute + (slaDayStart.Value.Hour * 60);
endOfDayMinutes = slaDayEnd.Value.Minute + (slaDayEnd.Value.Hour * 60);
currentMinuteInTheProcess = (DateCreated.Minute + (DateCreated.Hour * 60));
}
//Make sure endOfDayMinutes is greater than startOfDayMinutes
if (startOfDayMinutes >= endOfDayMinutes)
{
//Add 1 day worth of minutes
endOfDayMinutes = endOfDayMinutes + minutesInOneDay;
}
int minutesInBusinessDay = endOfDayMinutes - startOfDayMinutes;
//Make sure the start time falls within business hours
if (currentMinuteInTheProcess > endOfDayMinutes)
{
//Reset the time to start of bussiness day AND add 1 day
DateCreated = DateCreated.Date.AddDays(1).Add(slaDayStart.Value.TimeOfDay);
}
else if (currentMinuteInTheProcess < startOfDayMinutes)
{
DateCreated = DateCreated.Date.Add(slaDayStart.Value.TimeOfDay);
}
//Repeat until we find the first business day, non-pause day, non-holiday
while (!IsValidDay(DateCreated, slaBusinessDays, daysToPause, holidays))
{
DateCreated = DateCreated.AddDays(1);
//If this happened then we need to set it with the start of day hour
DateCreated = new DateTime(DateCreated.Year, DateCreated.Month, DateCreated.Day, slaDayStart.Value.Hour, slaDayStart.Value.Minute, 0);
}
//DateCreated now contains a valid date to start SLA with business days
currentMinuteInTheProcess = DateCreated.Minute + (DateCreated.Hour * 60);
int slaDays = (minutes / 60) / 24;
int slaHours = (minutes - (slaDays * 24 * 60)) / 60;
int slaMinutes = minutes - (slaDays * 24 * 60) - (slaHours * 60);
ExpireDate = DateCreated;
//1) process days
while (slaDays > 0)
{
ExpireDate = ExpireDate.Value.AddDays(1);
if (IsValidDay(ExpireDate.Value, slaBusinessDays, daysToPause, holidays))
{
slaDays--;
}
}
//2) process hours
while (slaHours > 0)
{
ExpireDate = ExpireDate.Value.AddHours(1);
if (ExpireDate.Value.Hour > slaDayEnd.Value.Hour || (ExpireDate.Value.Hour == slaDayEnd.Value.Hour && ExpireDate.Value.Minute > slaDayEnd.Value.Minute))
{
ExpireDate = GetNextBusinessDay(ExpireDate.Value, slaBusinessDays);
int minuteOffset = ExpireDate.Value.Minute - slaDayEnd.Value.Minute;
ExpireDate = new DateTime(ExpireDate.Value.Year, ExpireDate.Value.Month, ExpireDate.Value.Day, slaDayStart.Value.Hour, slaDayStart.Value.Minute, 0);
ExpireDate = ExpireDate.Value.AddMinutes(minuteOffset);
}
if (IsValidDay(ExpireDate.Value, slaBusinessDays, daysToPause, holidays))
{
slaHours--;
}
else
{
ExpireDate = GetNextBusinessDay(ExpireDate.Value, slaBusinessDays);
ExpireDate = ExpireDate.Value.AddHours(-1);
}
}
//3) process minutes
while (slaMinutes > 0)
{
ExpireDate = ExpireDate.Value.AddMinutes(1);
if (ExpireDate.Value.Hour == slaDayEnd.Value.Hour && ExpireDate.Value.Minute > slaDayEnd.Value.Minute)
{
ExpireDate = GetNextBusinessDay(ExpireDate.Value, slaBusinessDays);
ExpireDate = new DateTime(ExpireDate.Value.Year, ExpireDate.Value.Month, ExpireDate.Value.Day, slaDayStart.Value.Hour, slaDayStart.Value.Minute, 0);
}
if (IsValidDay(ExpireDate.Value, slaBusinessDays, daysToPause, holidays))
{
slaMinutes--;
}
else
{
ExpireDate = GetNextBusinessDay(ExpireDate.Value, slaBusinessDays);
ExpireDate = ExpireDate.Value.AddMinutes(-1);
}
}
}
ExpireDate = AddPausedTime((DateTime)ExpireDate, pausedTimeSpan, slaBusinessDays, slaDayStart, slaDayEnd, slaUseBusinessHours);
if (businessHours.DayEndUtc.Hour < businessHours.DayStartUtc.Hour && businessHours.DayEndUtc.Day > businessHours.DayStartUtc.Day)
{
ExpireDate = ExpireDate.Value.AddMinutes(adjustedMinutes);
}
//last check to make sure it didn't fall into a Holiday, if so move onto the next valid day
while (!IsValidDay(ExpireDate.Value, slaBusinessDays, daysToPause, holidays))
{
ExpireDate = GetNextBusinessDay(ExpireDate.Value, slaBusinessDays);
}
}
return(ExpireDate);
}
public SlaLevel Clone(string cloneName = null)
{
int cloneSlaLevelId = 0;
LoginUser loginUser = Collection.LoginUser;
SlaLevels slaLevels = new SlaLevels(loginUser);
SlaLevel clone = slaLevels.AddNewSlaLevel();
clone.OrganizationID = OrganizationID;
if (string.IsNullOrEmpty(cloneName))
{
clone.Name = Name + " (Clone)";
}
else
{
clone.Name = cloneName;
}
clone.Collection.Save();
cloneSlaLevelId = clone.SlaLevelID;
string actionLog = string.Format("{0} cloned SLA Level {1} into {2}.", loginUser.GetUserFullName(), this.Name, clone.Name);
ActionLogs.AddActionLog(loginUser, ActionLogType.Insert, ReferenceType.Sla, cloneSlaLevelId, actionLog);
//Clone SLA's triggers
SlaTriggers clonedSlaTriggers = new SlaTriggers(loginUser);
SlaTriggers originalSlaTriggers = new SlaTriggers(loginUser);
try
{
originalSlaTriggers.LoadBySlaLevel(OrganizationID, SlaLevelID);
foreach (SlaTrigger slaTrigger in originalSlaTriggers.OrderBy(o => o.SlaTriggerID).ToList())
{
SlaTrigger clonedSlaTrigger = clonedSlaTriggers.AddNewSlaTrigger();
slaTrigger.ClonePropertiesTo(clonedSlaTrigger);
clonedSlaTrigger.SlaLevelID = cloneSlaLevelId;
}
clonedSlaTriggers.BulkSave();
}
catch (Exception ex)
{
actionLog = string.Format("Failed to clone sla {0} Triggers into {1}.", this.SlaLevelID, clone.SlaLevelID);
ActionLogs.AddActionLog(loginUser, ActionLogType.Insert, ReferenceType.Sla, cloneSlaLevelId, actionLog);
ExceptionLogs.LogException(loginUser, ex, "Cloning Sla Triggers", "SlaLevels.Clone - Triggers");
}
//Clone SLA's Pause on specific days
try
{
clonedSlaTriggers = new SlaTriggers(loginUser);
clonedSlaTriggers.LoadBySlaLevel(OrganizationID, cloneSlaLevelId);
foreach (SlaTrigger slaTrigger in originalSlaTriggers)
{
SlaPausedDays clonedSlaPausedDays = new SlaPausedDays(loginUser);
SlaPausedDays originalSlaPausedDays = new SlaPausedDays(loginUser);
originalSlaPausedDays.LoadByTriggerID(slaTrigger.SlaTriggerID);
int newTriggerId = clonedSlaTriggers.Where(p => p.TicketTypeID == slaTrigger.TicketTypeID && p.TicketSeverityID == slaTrigger.TicketSeverityID && p.SlaLevelID == cloneSlaLevelId).First().SlaTriggerID;
foreach (SlaPausedDay slaPausedDay in originalSlaPausedDays.OrderBy(o => o.DateToPause).ToList())
{
SlaPausedDay clonedSlaPausedDay = clonedSlaPausedDays.AddNewSlaPausedDay();
clonedSlaPausedDay.SlaTriggerId = newTriggerId;
clonedSlaPausedDay.DateToPause = slaPausedDay.DateToPauseUtc;
}
clonedSlaPausedDays.BulkSave();
}
}
catch (Exception ex)
{
actionLog = string.Format("Failed to clone sla {0} DaysToPause into {1}.", this.SlaLevelID, clone.SlaLevelID);
ActionLogs.AddActionLog(loginUser, ActionLogType.Insert, ReferenceType.Sla, cloneSlaLevelId, actionLog);
ExceptionLogs.LogException(loginUser, ex, "Cloning Sla Pause On Days", "SlaLevels.Clone - Pause On Days");
}
return(clone);
}
public static TimeSpan CalculatePausedTime(LoginUser loginUser,
Organization organization,
SlaTrigger slaTrigger,
DateTime pausedOn,
DateTime resumedOn,
SlaTickets.BusinessHours businessHours,
List <DateTime> daysToPause,
CalendarEvents holidays,
Logs logs = null)
{
TimeSpan pausedTime = new TimeSpan();
int adjustedMinutes = 0;
bool slaUseBusinessHours = slaTrigger.UseBusinessHours;
int slaBusinessDays = businessHours.BusinessDays;
DateTime?slaDayStart = businessHours.DayStartUtc;
DateTime?slaDayEnd = businessHours.DayEndUtc;
int startOfDayMinutes = slaDayStart.Value.Minute + (slaDayStart.Value.Hour * 60);
int endOfDayMinutes = slaDayEnd.Value.Minute + (slaDayEnd.Value.Hour * 60);
int minutesInOneDay = (24 * 60);
//When converted the input to UTC the end time might be less than the start time. E.g. central 8 to 22, is stored as utc 14 to 4
if (businessHours.DayEndUtc.Hour < businessHours.DayStartUtc.Hour && businessHours.DayEndUtc.Day > businessHours.DayStartUtc.Day)
{
adjustedMinutes = slaDayStart.Value.Minute + slaDayStart.Value.Hour * 60;
slaDayStart = slaDayStart.Value.AddMinutes(-adjustedMinutes);
slaDayEnd = slaDayEnd.Value.AddMinutes(-adjustedMinutes);
pausedOn = pausedOn.AddMinutes(-adjustedMinutes);
resumedOn = resumedOn.AddMinutes(-adjustedMinutes);
startOfDayMinutes = slaDayStart.Value.Minute + (slaDayStart.Value.Hour * 60);
endOfDayMinutes = slaDayEnd.Value.Minute + (slaDayEnd.Value.Hour * 60);
}
if (pausedOn.Date == resumedOn.Date && (slaUseBusinessHours || (!slaUseBusinessHours && !slaTrigger.NoBusinessHours)) && //the last condition means it is using sla custom hours
(
(!SlaTickets.IsValidDay(pausedOn, slaBusinessDays, daysToPause, holidays) && !SlaTickets.IsValidDay(resumedOn, slaBusinessDays, daysToPause, holidays)) ||
(pausedOn.TimeOfDay.TotalSeconds < slaDayStart.Value.TimeOfDay.TotalSeconds && resumedOn.TimeOfDay.TotalSeconds < slaDayStart.Value.TimeOfDay.TotalSeconds) ||
(pausedOn.TimeOfDay.TotalSeconds > slaDayEnd.Value.TimeOfDay.TotalSeconds && resumedOn.TimeOfDay.TotalSeconds > slaDayEnd.Value.TimeOfDay.TotalSeconds)
)
)
{
if (logs != null)
{
logs.WriteEvent("Paused and Resumed on the same non-valid day and time (non-business day, holiday, day to pause, outside business hours), so no time to add.");
}
}
else if (pausedOn.Date == resumedOn.Date && (slaUseBusinessHours || (!slaUseBusinessHours && !slaTrigger.NoBusinessHours)) && //the last condition means it is using sla custom hours
(
(SlaTickets.IsValidDay(pausedOn, slaBusinessDays, daysToPause, holidays) && SlaTickets.IsValidDay(resumedOn, slaBusinessDays, daysToPause, holidays)) &&
(pausedOn.TimeOfDay.TotalSeconds > slaDayStart.Value.TimeOfDay.TotalSeconds && pausedOn.TimeOfDay.TotalSeconds < slaDayEnd.Value.TimeOfDay.TotalSeconds) &&
(resumedOn.TimeOfDay.TotalSeconds > slaDayStart.Value.TimeOfDay.TotalSeconds && resumedOn.TimeOfDay.TotalSeconds < slaDayEnd.Value.TimeOfDay.TotalSeconds)
)
)
{
pausedTime = resumedOn - pausedOn;
if (logs != null)
{
logs.WriteEvent("Paused and Resumed on the same valid day and time (business day, non-holiday, not day to pause, inside business hours), simple resumedon - pausedon.");
}
}
else
{
if ((slaUseBusinessHours && slaBusinessDays == 0) ||
(!slaUseBusinessHours && DateTime.Compare(slaDayStart.Value, slaDayEnd.Value) == 0 && slaBusinessDays == 127) || //127 means all days are selected.
slaTrigger.NoBusinessHours)
{
pausedTime = resumedOn - pausedOn;
logs.WriteEvent("24/7, simple resumedon - pausedon.");
}
else
{
//Make sure endOfDayMinutes is greater than startOfDayMinutes
if (startOfDayMinutes >= endOfDayMinutes)
{
//Add 1 day worth of minutes
endOfDayMinutes = endOfDayMinutes + minutesInOneDay;
}
int minutesInBusinessDay = endOfDayMinutes - startOfDayMinutes;
//Make sure the pausedon and resumedon are business days
while (!SlaTickets.IsValidDay(pausedOn, slaBusinessDays, daysToPause, holidays))
{
pausedOn = SlaTickets.GetNextBusinessDay(pausedOn, slaBusinessDays);
}
while (!SlaTickets.IsValidDay(resumedOn, slaBusinessDays, daysToPause, holidays))
{
resumedOn = SlaTickets.GetNextBusinessDay(resumedOn, slaBusinessDays);
}
//If the pause spans to more than one (and same) days then loop, set a tempResumedOn to end of business days and moving the pausedOn to next business day start of day
while (DateTime.Compare(pausedOn, resumedOn) < 0)
{
DateTime tempResumedOn = new DateTime();
if (DateTime.Compare(pausedOn.Date, resumedOn.Date) < 0)
{
tempResumedOn = new DateTime(pausedOn.Year, pausedOn.Month, pausedOn.Day, slaDayEnd.Value.Hour, slaDayEnd.Value.Minute, 0);
}
else if (DateTime.Compare(pausedOn.Date, resumedOn.Date) == 0)
{
tempResumedOn = resumedOn;
}
//...do the calculation
int secondsPaused = 0;
while (pausedOn.Date < tempResumedOn.Date)
{
int pausedOnSecond = (pausedOn.Minute + (pausedOn.Hour * 60)) * 60;
if (pausedOnSecond < (startOfDayMinutes * 60) || pausedOnSecond > (endOfDayMinutes * 60))
{
pausedOnSecond = startOfDayMinutes * 60;
}
secondsPaused = (endOfDayMinutes * 60) - pausedOnSecond;
pausedTime = pausedTime.Add(TimeSpan.FromSeconds(secondsPaused));
pausedOn = SlaTickets.GetNextBusinessDay(pausedOn, slaBusinessDays);
pausedOn = new DateTime(pausedOn.Year, pausedOn.Month, pausedOn.Day, slaDayStart.Value.Hour, slaDayStart.Value.Minute, 0);
}
//same day
if (pausedOn.Date == tempResumedOn.Date && pausedOn.TimeOfDay < tempResumedOn.TimeOfDay)
{
int resumedOnMinute = tempResumedOn.Minute + (tempResumedOn.Hour * 60);
int resumedOnSecond = resumedOnSecond = (resumedOnMinute * 60) + tempResumedOn.Second;
if (resumedOnMinute < startOfDayMinutes)
{
resumedOnMinute = startOfDayMinutes;
resumedOnSecond = resumedOnSecond = (resumedOnMinute * 60) + tempResumedOn.Second;
}
if (resumedOnMinute > endOfDayMinutes)
{
resumedOnMinute = endOfDayMinutes;
resumedOnSecond = resumedOnSecond = (resumedOnMinute * 60) + tempResumedOn.Second;
}
if (resumedOnSecond < (startOfDayMinutes * 60))
{
resumedOnSecond = (startOfDayMinutes * 60);
}
if (resumedOnSecond > (endOfDayMinutes * 60))
{
resumedOnSecond = (endOfDayMinutes * 60);
}
secondsPaused = resumedOnSecond - ((((pausedOn.Hour * 60) + pausedOn.Minute) * 60) + pausedOn.Second);
pausedTime = pausedTime.Add(TimeSpan.FromSeconds(secondsPaused));
}
//get the next valid day to start
pausedOn = SlaTickets.GetNextBusinessDay(pausedOn, slaBusinessDays);
pausedOn = new DateTime(pausedOn.Year, pausedOn.Month, pausedOn.Day, slaDayStart.Value.Hour, slaDayStart.Value.Minute, 0);
while (!SlaTickets.IsValidDay(pausedOn, slaBusinessDays, daysToPause, holidays))
{
pausedOn = SlaTickets.GetNextBusinessDay(pausedOn, slaBusinessDays);
pausedOn = new DateTime(pausedOn.Year, pausedOn.Month, pausedOn.Day, slaDayStart.Value.Hour, slaDayStart.Value.Minute, 0);
}
}
}
}
return(pausedTime);
}