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));
}
private void NotifyViolation(int ticketID, bool useUser, bool useGroup, bool isWarning, SlaViolationType slaViolationType, SlaNotification notification, int?triggerId)
{
Users users = new Users(LoginUser);
User user = null;
Logs.WriteLine();
Logs.WriteEvent("***** Processing TicketID: " + ticketID.ToString());
TicketsViewItem ticket = TicketsView.GetTicketsViewItem(LoginUser, ticketID);
if (ticket == null)
{
Logs.WriteEvent("Ticket is NULL, exiting");
return;
}
//Since we are already re-loading the Ticket information we will check again if the SLAs still apply at this point
string violationType = "";
bool slaNotApplyAnymore = false;
switch (slaViolationType)
{
case SlaViolationType.InitialResponse:
violationType = "Initial Response";
slaNotApplyAnymore = ticket.SlaWarningInitialResponse == null;
break;
case SlaViolationType.LastAction:
violationType = "Last Action";
slaNotApplyAnymore = ticket.SlaViolationLastAction == null;
break;
case SlaViolationType.TimeClosed:
violationType = "Time to Close";
slaNotApplyAnymore = ticket.SlaViolationTimeClosed == null;
break;
default: break;
}
if (slaNotApplyAnymore)
{
Logs.WriteEvent($"The {((isWarning) ? "warning" : "violation")} for {violationType} does not apply anymore because the Ticket has been updated to satisfy this SLA while it was in process for the notification.");
}
else
{
if (!isWarning)
{
SlaViolationHistoryItem history = (new SlaViolationHistory(LoginUser)).AddNewSlaViolationHistoryItem();
history.DateViolated = DateTime.UtcNow;
history.GroupID = ticket.GroupID;
history.UserID = ticket.UserID;
history.ViolationType = slaViolationType;
history.TicketID = ticket.TicketID;
history.SlaTriggerId = triggerId;
history.Collection.Save();
}
Actions actions = new Actions(LoginUser);
actions.LoadLatestByTicket(ticket.TicketID, false);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Update, ReferenceType.Tickets, ticket.TicketID, violationType + " SLA " + (isWarning ? "warning" : "violation") + " occurred");
MailMessage message = EmailTemplates.GetSlaEmail(LoginUser, ticket, violationType, isWarning);
if (ticket.GroupID != null && useGroup)
{
users.LoadByGroupID((int)ticket.GroupID);
}
if (ticket.UserID != null && useUser && users.FindByUserID((int)ticket.UserID) == null)
{
user = Users.GetUser(LoginUser, (int)ticket.UserID);
}
foreach (User item in users)
{
if (Emails.IsEmailDisabled(LoginUser, item.UserID, "SLA"))
{
continue;
}
message.To.Add(new MailAddress(item.Email, item.FirstLastName));
}
if (user != null)
{
if (!Emails.IsEmailDisabled(LoginUser, user.UserID, "SLA"))
{
message.To.Add(new MailAddress(user.Email, user.FirstLastName));
Logs.WriteEvent(string.Format("Adding Main User, Name:{0} Email:{1} UserID:{2}", user.FirstLastName, user.Email, user.UserID.ToString()));
}
}
if (message.To.Count > 0)
{
Email email = Emails.AddEmail(LoginUser, ticket.OrganizationID, null, "Sla Message", message);
Logs.WriteEvent("Email Added (EmailID: " + email.EmailID.ToString() + ")", true);
}
try
{
TimeZoneInfo tz = null;
Organization org = Organizations.GetOrganization(LoginUser, ticket.OrganizationID);
if (org.TimeZoneID != null)
{
tz = System.TimeZoneInfo.FindSystemTimeZoneById(org.TimeZoneID);
}
if (tz == null)
{
Logs.WriteEvent("Timezone is null, using system's");
tz = System.TimeZoneInfo.Local;
}
Logs.WriteEvent(tz.DisplayName);
Logs.WriteEvent("Supports DLS: " + tz.SupportsDaylightSavingTime.ToString());
Logs.WriteEvent("Is DLS: " + tz.IsDaylightSavingTime(DateTime.UtcNow).ToString());
Logs.WriteEvent("UTC: " + DateTime.UtcNow.ToString());
Logs.WriteEvent(string.Format("NOTIFYING TicketID:{0} TicketNumber:{1} OrganizationID:{2} ", ticket.TicketID.ToString(), ticket.TicketNumber.ToString(), ticket.OrganizationID.ToString()));
Logs.WriteEvent(string.Format("User:{1} Group:{2} IsWarning:{3} NoficationType:{4}", ticketID.ToString(), useUser.ToString(), useGroup.ToString(), isWarning.ToString(), slaViolationType));
Logs.WriteEvent("Ticket Data:");
Logs.WriteData(ticket.Row);
Logs.WriteEvent("Notification Data:");
Logs.WriteData(notification.Row);
Logs.WriteEvent("Organization Data:");
Logs.WriteData(org.Row);
Organizations customers = new Organizations(LoginUser);
customers.LoadByTicketID(ticket.TicketID);
foreach (Organization customer in customers)
{
Logs.WriteEvent("-- Customer: " + customer.Name);
if (customer.SlaLevelID != null)
{
SlaLevel level = SlaLevels.GetSlaLevel(LoginUser, (int)customer.SlaLevelID);
Logs.WriteEvent("SLA Level: " + level.Name);
SlaTriggers triggers = new SlaTriggers(LoginUser);
triggers.LoadByTicketTypeAndSeverity(level.SlaLevelID, ticket.TicketTypeID, ticket.TicketSeverityID);
foreach (SlaTrigger trigger in triggers)
{
Logs.WriteData(trigger.Row);
}
}
else
{
Logs.WriteEvent("No SLA Level Assigned to " + customer.Name);
}
}
if (org.InternalSlaLevelID != null)
{
Logs.WriteEvent("Internal SLA:");
SlaTriggers triggers = new SlaTriggers(LoginUser);
triggers.LoadByTicketTypeAndSeverity((int)org.InternalSlaLevelID, ticket.TicketTypeID, ticket.TicketSeverityID);
foreach (SlaTrigger trigger in triggers)
{
Logs.WriteData(trigger.Row);
}
}
else
{
Logs.WriteEvent("No Internal SLA");
}
}
catch (Exception ex)
{
Logs.WriteEvent("Logging Exception:");
Logs.WriteException(ex);
}
}
}
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();
}
}
