public bool IsSlaPaused(int triggerId, int organizationId)
{
bool isPaused = false;
TicketStatuses statuses = new TicketStatuses(_loginUser);
statuses.LoadByStatusIDs(organizationId, new int[] { TicketStatusId });
if (statuses != null && statuses.Any())
{
isPaused = statuses[0].PauseSLA;
}
//check if "Pause on Specific Dates"
if (!isPaused)
{
List <DateTime> daysToPause = SlaTriggers.GetSpecificDaysToPause(triggerId);
isPaused = daysToPause.Where(p => DateTime.Compare(p.Date, DateTime.UtcNow.Date) == 0).Any();
}
//If Pause on Company Holidays is selected
SlaTrigger slaTrigger = SlaTriggers.GetSlaTrigger(_loginUser, triggerId);
if (!isPaused && slaTrigger.PauseOnHoliday)
{
isPaused = SlaTriggers.IsOrganizationHoliday(organizationId, DateTime.UtcNow);
}
return(isPaused);
}
private void LoadTrigger(SlaTrigger trigger)
{
SetTimes(trigger.WarningTime, trigger.TimeInitialResponse, trigger.TimeLastAction, trigger.TimeToClose);
cbGroupViolations.Checked = trigger.NotifyGroupOnViolation;
cbGroupWarnings.Checked = trigger.NotifyGroupOnWarning;
cbUserViolations.Checked = trigger.NotifyUserOnViolation;
cbUserWarnings.Checked = trigger.NotifyUserOnWarning;
rbNoBusinessHours.Checked = trigger.NoBusinessHours;
rbBusinessHours.Checked = trigger.UseBusinessHours;
timeSLAStart.SelectedDate = (trigger.DayStartUtc != null ? TimeZoneInfo.ConvertTimeFromUtc(trigger.DayStartUtc.Value, TimeZoneInfo.FindSystemTimeZoneById(trigger.TimeZone)) : new DateTime?());
timeSLAEnd.SelectedDate = (trigger.DayEndUtc != null ? TimeZoneInfo.ConvertTimeFromUtc(trigger.DayEndUtc.Value, TimeZoneInfo.FindSystemTimeZoneById(trigger.TimeZone)) : new DateTime?());
cbTimeZones.SelectedValue = trigger.TimeZone;
cbSLASunday.Checked = ((int)trigger.Weekdays & (int)Math.Pow(2, (int)DayOfWeek.Sunday)) > 0;
cbSLAMonday.Checked = ((int)trigger.Weekdays & (int)Math.Pow(2, (int)DayOfWeek.Monday)) > 0;
cbSLATuesday.Checked = ((int)trigger.Weekdays & (int)Math.Pow(2, (int)DayOfWeek.Tuesday)) > 0;
cbSLAWednesday.Checked = ((int)trigger.Weekdays & (int)Math.Pow(2, (int)DayOfWeek.Wednesday)) > 0;
cbSLAThursday.Checked = ((int)trigger.Weekdays & (int)Math.Pow(2, (int)DayOfWeek.Thursday)) > 0;
cbSLAFriday.Checked = ((int)trigger.Weekdays & (int)Math.Pow(2, (int)DayOfWeek.Friday)) > 0;
cbSLASaturday.Checked = ((int)trigger.Weekdays & (int)Math.Pow(2, (int)DayOfWeek.Saturday)) > 0;
DisableEnableCustomBusinessHours(trigger.UseBusinessHours, trigger.NoBusinessHours);
cbPauseOnOrganizationHolidays.Checked = trigger.PauseOnHoliday;
List <DateTime> daysToPause = SlaTriggers.GetSpecificDaysToPause(trigger.SlaTriggerID);
DaysToPauseHidden.Value = string.Join(",", daysToPause.Select(p => DataUtils.DateToLocal(UserSession.LoginUser, p).ToString("d")));
LoginUser loginUser = TSAuthentication.GetLoginUser();
foreach (DateTime dayToPause in daysToPause.OrderBy(p => p))
{
daysToPauseList.Items.Add(new ListItem {
Value = DataUtils.DateToLocal(UserSession.LoginUser, dayToPause).ToString("d"),
Text = DataUtils.DateToLocal(UserSession.LoginUser, dayToPause).ToString("d", loginUser.CultureInfo)
});
}
}
public override void Run()
{
try
{
SlaTickets slaTickets = new SlaTickets(LoginUser);
slaTickets.LoadPending();
if (slaTickets != null && slaTickets.Count > 0)
{
Logs.WriteEvent(string.Format("{0} pending tickets to calculate the SLA values for.", slaTickets.Count));
}
foreach (SlaTicket slaTicket in slaTickets)
{
if (IsStopped)
{
break;
}
UpdateHealth();
try
{
Ticket ticket = Tickets.GetTicket(LoginUser, slaTicket.TicketId);
if (ticket != null)
{
bool isStatusPaused = ticket.IsSlaStatusPaused();
bool isClosed = ticket.DateClosed != null;
DateTime?newSlaViolationTimeClosed = null;
DateTime?newSlaWarningTimeClosed = null;
DateTime?newSlaViolationLastAction = null;
DateTime?newSlaWarningLastAction = null;
DateTime?newSlaViolationInitialResponse = null;
DateTime?newSlaWarningInitialResponse = null;
if (!isClosed && !isStatusPaused)
{
DateTime?lastActionDateCreated = Actions.GetLastActionDateCreated(LoginUser, ticket.TicketID);
int totalActions = Actions.TotalActionsForSla(LoginUser, ticket.TicketID, ticket.OrganizationID);
Organization organization = Organizations.GetOrganization(LoginUser, ticket.OrganizationID);
SlaTrigger slaTrigger = SlaTriggers.GetSlaTrigger(LoginUser, slaTicket.SlaTriggerId);
if (slaTrigger == null)
{
Logs.WriteEventFormat("Trigger {0} not found.", slaTicket.SlaTriggerId);
}
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.NoBusinessHours &&
slaTrigger.DayStartUtc.HasValue &&
slaTrigger.DayEndUtc.HasValue)
{
businessHours.DayStartUtc = slaTrigger.DayStartUtc.Value;
businessHours.DayEndUtc = slaTrigger.DayEndUtc.Value;
businessHours.BusinessDays = slaTrigger.Weekdays;
}
else if (!slaTrigger.UseBusinessHours && !slaTrigger.NoBusinessHours)
{
Logs.WriteEventFormat("Using Account's business hours {0} to {1} because while the trigger is set to use sla's business hours one of them has no value. Sla DayStartUtc {2}, Sla DayEndUtc {3}",
organization.BusinessDayStartUtc.ToShortTimeString(),
organization.BusinessDayEndUtc.ToShortTimeString(),
slaTrigger.DayStartUtc.HasValue ? slaTrigger.DayStartUtc.Value.ToShortTimeString() : "NULL",
slaTrigger.DayEndUtc.HasValue ? slaTrigger.DayEndUtc.Value.ToShortTimeString() : "NULL");
}
Logs.WriteEvent(string.Format("Ticket #{0} id {1}. LastAction: {2}, TotalActions: {3}, Org({4}) {5}, SlaTriggerId {6}.", ticket.TicketNumber,
ticket.TicketID,
lastActionDateCreated == null ? "none" : lastActionDateCreated.Value.ToString(),
totalActions,
organization.OrganizationID,
organization.Name,
slaTrigger.SlaTriggerID));
List <DateTime> daysToPause = SlaTriggers.GetSpecificDaysToPause(slaTrigger.SlaTriggerID);
bool pauseOnHoliday = slaTrigger.PauseOnHoliday;
CalendarEvents holidays = new CalendarEvents(LoginUser);
if (pauseOnHoliday)
{
holidays.LoadHolidays(organization.OrganizationID);
}
Dictionary <int, double> businessPausedTimes = new Dictionary <int, double>();
//We need to have two calculations for the paused time, one for the Time To Close and Initial Response which should count the paused time since the Ticket creation
//and another one for Last Action where it should only count starting from the last action added
TimeSpan totalPausedTimeSpan = SlaTickets.CalculatePausedTime(ticket.TicketID, organization, businessHours, slaTrigger, daysToPause, holidays, LoginUser, businessPausedTimes, Logs);
Logs.WriteEventFormat("Total Paused Time: {0}", totalPausedTimeSpan.ToString());
UpdateBusinessPausedTimes(LoginUser, businessPausedTimes);
newSlaViolationTimeClosed = SlaTickets.CalculateSLA(ticket.DateCreatedUtc, businessHours, slaTrigger, slaTrigger.TimeToClose, totalPausedTimeSpan, daysToPause, holidays);
if (newSlaViolationTimeClosed != null)
{
newSlaWarningTimeClosed = SlaTickets.CalculateSLAWarning(newSlaViolationTimeClosed.Value,
businessHours,
slaTrigger.NoBusinessHours,
slaTrigger.TimeToClose,
slaTrigger.WarningTime,
daysToPause,
holidays);
}
TimeSpan pausedTimeSpanSinceLastAction = SlaTickets.CalculatePausedTime(ticket.TicketID,
organization, businessHours,
slaTrigger,
daysToPause,
holidays,
LoginUser,
businessPausedTimes,
Logs,
false,
lastActionDateCreated.HasValue ? lastActionDateCreated.Value : (DateTime?)null);
Logs.WriteEventFormat("Total Paused Time: {0}", pausedTimeSpanSinceLastAction.ToString());
if (lastActionDateCreated == null)
{
newSlaViolationLastAction = null;
newSlaWarningLastAction = null;
}
else
{
newSlaViolationLastAction = SlaTickets.CalculateSLA(lastActionDateCreated.Value,
businessHours,
slaTrigger,
slaTrigger.TimeLastAction,
pausedTimeSpanSinceLastAction,
daysToPause,
holidays);
if (newSlaViolationLastAction != null)
{
newSlaWarningLastAction = SlaTickets.CalculateSLAWarning((DateTime)newSlaViolationLastAction.Value,
businessHours,
slaTrigger.NoBusinessHours,
slaTrigger.TimeLastAction,
slaTrigger.WarningTime,
daysToPause,
holidays);
}
}
if (slaTrigger.TimeInitialResponse < 1 || totalActions > 0)
{
newSlaViolationInitialResponse = null;
newSlaWarningInitialResponse = null;
}
else
{
newSlaViolationInitialResponse = SlaTickets.CalculateSLA(ticket.DateCreatedUtc,
businessHours,
slaTrigger,
slaTrigger.TimeInitialResponse,
totalPausedTimeSpan,
daysToPause,
holidays);
if (newSlaViolationInitialResponse != null)
{
newSlaWarningInitialResponse = SlaTickets.CalculateSLAWarning((DateTime)newSlaViolationInitialResponse.Value,
businessHours,
slaTrigger.NoBusinessHours,
slaTrigger.TimeInitialResponse,
slaTrigger.WarningTime,
daysToPause,
holidays);
}
}
}
else
{
Logs.WriteEventFormat("Ticket is {0}, clearing its SLA values.", isClosed ? "Closed" : "Status Paused");
}
if (HasAnySlaChanges(ticket,
newSlaViolationTimeClosed,
newSlaWarningTimeClosed,
newSlaViolationLastAction,
newSlaWarningLastAction,
newSlaViolationInitialResponse,
newSlaWarningInitialResponse))
{
ticket.SlaViolationTimeClosed = newSlaViolationTimeClosed;
ticket.SlaWarningTimeClosed = newSlaWarningTimeClosed;
ticket.SlaViolationLastAction = newSlaViolationLastAction;
ticket.SlaWarningLastAction = newSlaWarningLastAction;
ticket.SlaViolationInitialResponse = newSlaViolationInitialResponse;
ticket.SlaWarningInitialResponse = newSlaWarningInitialResponse;
Tickets.UpdateTicketSla(LoginUser,
ticket.TicketID,
newSlaViolationInitialResponse,
newSlaViolationLastAction,
newSlaViolationTimeClosed,
newSlaWarningInitialResponse,
newSlaWarningLastAction,
newSlaWarningTimeClosed);
Logs.WriteEvent("Ticket SLA calculation completed.");
string signalRUrl = Settings.ReadString("SignalRUrl");
if (!string.IsNullOrEmpty(signalRUrl))
{
//Dictionary<string, string> queryStringData = new Dictionary<string, string>();
//queryStringData.Add("userID", "-1");
//queryStringData.Add("organizationID", ticket.OrganizationID.ToString());
//HubConnection connection = new HubConnection(signalRUrl, queryStringData);
//IHubProxy signalRConnection = connection.CreateHubProxy("TicketSocket");
//try
//{
// connection.Start().Wait();
// signalRConnection.Invoke("RefreshSLA", ticket.TicketNumber);
//}
//catch (Exception ex)
//{
// Logs.WriteEvent("Could not send signalR to refresh the SLA. Message: " + ex.Message);
//}
}
}
else
{
Logs.WriteEvent("Ticket SLA calculation completed. SLA values did not change, ticket was not updated.");
}
slaTicket.IsPending = false;
slaTicket.Collection.Save();
}
else
{
SlaPausedTimes slaPausedTimes = new SlaPausedTimes(LoginUser);
slaPausedTimes.LoadByTicketId(slaTicket.TicketId);
slaPausedTimes.DeleteAll();
slaPausedTimes.Save();
slaTicket.Delete();
slaTicket.Collection.Save();
Logs.WriteEventFormat("Ticket id {0} does not exist anymore, deleted from SlaTickets.", slaTicket.TicketId);
}
System.Threading.Thread.Sleep(100);
}
catch (System.Data.SqlClient.SqlException sqlEx)
{
//Handle the deadlock exception, any other bubble up.
if (sqlEx.Number == 1205 || sqlEx.Message.Contains("deadlocked"))
{
ExceptionLogs.LogException(LoginUser, sqlEx, "SLA Calculator", "Sync");
Logs.WriteEventFormat("Exception. Message {0}{1}StackTrace {2}", sqlEx.Message, Environment.NewLine, sqlEx.StackTrace);
slaTicket.IsPending = true;
slaTicket.Collection.Save();
Logs.WriteEventFormat("SlaTicket: TicketId {0} TriggerId {1} still pending.", slaTicket.TicketId, slaTicket.SlaTriggerId);
}
else
{
throw;
}
}
catch (Exception ex)
{
ExceptionLogs.LogException(LoginUser, ex, "SLA Calculator", "Sync");
Logs.WriteEventFormat("Exception. Message {0}{1}StackTrace {2}", ex.Message, Environment.NewLine, ex.StackTrace);
slaTicket.IsPending = false;
slaTicket.Collection.Save();
Logs.WriteEventFormat("SlaTicket: TicketId {0} TriggerId {1} set to not pending.", slaTicket.TicketId, slaTicket.SlaTriggerId);
}
}
if (slaTickets != null && slaTickets.Count > 0)
{
Logs.WriteEvent(string.Format("Completed processing the {0} pending tickets to calculate the SLA values for.", slaTickets.Count));
}
}
catch (Exception ex)
{
ExceptionLogs.LogException(LoginUser, ex, "SLA Calculator", "Sync");
Logs.WriteEvent(string.Format("Exception. Message {0}{1}StackTrace {2}", ex.Message, Environment.NewLine, ex.StackTrace));
}
}