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();
}
}
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);
}
}
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));
}
}
