Initial Redmine tooling and local plugin forks
This commit is contained in:
Jason Thistlethwaite
@@ -0,0 +1,268 @@
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class HelpdeskTicket < ActiveRecord::Base
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HELPDESK_EMAIL_SOURCE = 0
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HELPDESK_WEB_SOURCE = 1
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HELPDESK_PHONE_SOURCE = 2
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HELPDESK_TWITTER_SOURCE = 3
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HELPDESK_CONVERSATION_SOURCE = 4
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SEND_AS_NOTIFICATION = 1
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SEND_AS_MESSAGE = 2
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attr_accessible :vote, :vote_comment,:from_address,
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:to_address, :cc_address, :ticket_date,
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:message_id, :is_incoming, :customer, :issue, :source, :contact_id, :ticket_time
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attr_accessor :ticket_time
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unloadable
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belongs_to :customer, :class_name => 'Contact', :foreign_key => 'contact_id'
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belongs_to :issue
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has_one :message_file, :class_name => "Attachment", :as => :container, :dependent => :destroy
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acts_as_attachable :view_permission => :view_issues,
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:delete_permission => :edit_issues
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if ActiveRecord::VERSION::MAJOR >= 4
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acts_as_activity_provider :type => 'helpdesk_tickets',
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:permission => :view_helpdesk_tickets,
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:timestamp => "#{table_name}.ticket_date",
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:author_key => "#{Issue.table_name}.author_id",
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:scope => eager_load(:issue => :project)
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else
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acts_as_activity_provider :type => 'helpdesk_tickets',
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:permission => :view_helpdesk_tickets,
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:timestamp => "#{table_name}.ticket_date",
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:author_key => "#{Issue.table_name}.author_id",
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:find_options => {:include => {:issue => :project}}
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end
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acts_as_event :datetime => :ticket_date,
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:project_key => "#{Project.table_name}.id",
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:url => Proc.new {|o| {:controller => 'issues', :action => 'show', :id => o.issue_id}},
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:type => Proc.new {|o| 'icon icon-email' + (o.issue.closed? ? ' closed' : '') if o.issue },
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:title => Proc.new {|o| "##{o.issue.id} (#{o.issue.status}): #{o.issue.subject}" if o.issue },
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:author => Proc.new {|o| o.customer},
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:description => Proc.new{|o| o.issue.description if o.issue}
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accepts_nested_attributes_for :customer
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after_create :set_ticket_private
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before_save :calculate_metrics
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validates_presence_of :customer, :ticket_date
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def initialize(attributes=nil, *args)
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super
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if new_record?
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# set default values for new records only
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self.ticket_date ||= Time.now
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self.source ||= HelpdeskTicket::HELPDESK_EMAIL_SOURCE
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end
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end
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def ticket_time
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self.ticket_date.to_s(:time) unless self.ticket_date.blank?
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end
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def ticket_time=(val)
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if !self.ticket_date.blank? && val.to_s.gsub(/\s/, "").match(/^(\d{1,2}):(\d{1,2})$/)
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timezone = ticket_date.try(:time_zone).try(:name) || Time.zone.name
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self.ticket_date = ActiveSupport::TimeZone.new(timezone).local_to_utc(self.ticket_date.utc).
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in_time_zone(timezone).
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change({:hour => $1.to_i % 24, :min => $2.to_i % 60})
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end
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end
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def recalculate_events
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unless issue.closed?
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close_journal_id = nil
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end
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end
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def available_addresses
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@available_addresses ||= ([self.default_to_address] | self.customer.emails.map{|e| e} | [self.from_address.blank? ? nil : self.from_address.downcase.strip]).compact.uniq if self.customer
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end
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def default_to_address
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return last_response_address if last_journal_message && last_journal_message.is_incoming?
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address = self.from_address.blank? ? "" : self.from_address.downcase.strip
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self.customer.emails.include?(address) ? address : self.customer.primary_email
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end
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def last_reply_customer
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return customer unless default_to_address
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customer.primary_email == default_to_address ? customer : Contact.find_by_emails([default_to_address]).first
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end
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def cc_addresses
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@cc_addresses = ((self.issue.contacts ? self.issue.contacts.map(&:primary_email) : []) | cc_address.to_s.split(',')).compact.uniq
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end
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def project
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issue.project if issue
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end
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def author
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issue.author if issue
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end
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def customer_name
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customer.name if customer
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end
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def responses
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@responses ||= JournalMessage.
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joins(:journal).
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where(:journals => {:journalized_id => self.issue_id}).
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order("#{JournalMessage.table_name}.message_date ASC")
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end
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def reaction_date
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@reaction_date ||= self.issue.journals.
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joins(:journal_message).
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where("#{JournalMessage.table_name}.journal_id IS NULL OR #{JournalMessage.table_name}.is_incoming = ?", false).
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order("#{Journal.table_name}.created_on ASC").
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first.
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try(:created_on).try(:utc)
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end
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def response_addresses
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responses.where(:is_incoming => true).map { |response| response.from_address }.uniq
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end
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def first_response_date
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@first_response_date ||= responses.select {|r| !r.is_incoming? }.first.try(:message_date).try(:utc)
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end
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def last_response_time
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@last_response_time ||= last_journal_message && last_journal_message.is_incoming? && !self.issue.closed? ? last_journal_message.message_date.utc : nil
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end
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def last_response_address
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response_addresses.last
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end
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def last_agent_response
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@last_agent_response ||= responses.select { |r| !r.is_incoming? }.last
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end
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def last_journal_message
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@last_journal_message ||= responses.last
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end
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def last_customer_response
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@last_customer_response ||= responses.select { |r| r.is_incoming? }.last
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end
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def average_response_time
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end
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def ticket_source_name
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case self.source
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when HelpdeskTicket::HELPDESK_EMAIL_SOURCE then l(:label_helpdesk_tickets_email)
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when HelpdeskTicket::HELPDESK_PHONE_SOURCE then l(:label_helpdesk_tickets_phone)
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when HelpdeskTicket::HELPDESK_WEB_SOURCE then l(:label_helpdesk_tickets_web)
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when HelpdeskTicket::HELPDESK_TWITTER_SOURCE then l(:label_helpdesk_tickets_twitter)
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when HelpdeskTicket::HELPDESK_CONVERSATION_SOURCE then l(:label_helpdesk_tickets_conversation)
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else ""
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end
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end
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def ticket_source_icon
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case self.source
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when HelpdeskTicket::HELPDESK_EMAIL_SOURCE then "icon-email"
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when HelpdeskTicket::HELPDESK_PHONE_SOURCE then "icon-call"
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when HelpdeskTicket::HELPDESK_WEB_SOURCE then "icon-web"
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when HelpdeskTicket::HELPDESK_TWITTER_SOURCE then "icon-twitter"
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else "icon-helpdesk"
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end
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end
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def content
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issue.description if issue
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end
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def customer_email
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customer.primary_email if customer
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end
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def last_message
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@last_message ||= JournalMessage.eager_load(:journal => :issue).where(:issues => {:id => issue.id}).order("#{Journal.table_name}.created_on ASC").last || self
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end
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def last_message_date
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last_message.is_a?(HelpdeskTicket) ? self.ticket_date : last_message.message_date if last_message
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end
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def ticket_date
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return nil if super.blank?
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zone = User.current.time_zone
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zone ? super.in_time_zone(zone) : (super.utc? ? super.localtime : super)
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end
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def token
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Digest::MD5.hexdigest("#{issue.id}:#{self.ticket_date.utc}:#{Rails.application.config.secret_token}")
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end
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def calculate_metrics
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self.reaction_time = reaction_date - ticket_date.utc if reaction_date && ticket_date
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self.first_response_time = first_response_date - ticket_date.utc if first_response_date && ticket_date
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self.resolve_time = self.issue.closed? ? self.issue.closed_on - ticket_date.utc : nil if ticket_date && self.issue.closed_on && last_agent_response
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self.last_agent_response_at = last_agent_response.message_date if last_agent_response
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self.last_customer_response_at = last_customer_response.message_date if last_customer_response
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end
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def self.vote_message(vote)
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case vote.to_i
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when 0
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l(:label_helpdesk_mark_notgood)
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when 1
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l(:label_helpdesk_mark_justok)
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when 2
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l(:label_helpdesk_mark_awesome)
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else
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""
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end
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end
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def update_vote(new_vote, comment = nil)
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old_vote = vote
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old_vote_comment = vote_comment
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if update_attributes(:vote => new_vote, :vote_comment => comment )
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if old_vote != vote || old_vote_comment != vote_comment
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journal = Journal.new(:journalized => issue, :user => User.current)
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journal.details << JournalDetail.new(:property => 'attr',
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:prop_key => 'vote',
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:old_value => old_vote,
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:value => vote) if old_vote != vote
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journal.details << JournalDetail.new(:property => 'attr',
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:prop_key => 'vote_comment',
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:old_value => old_vote_comment,
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:value => vote_comment) if old_vote_comment != vote_comment
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journal.save
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end
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end
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end
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def self.autoclose(project)
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return unless RedmineHelpdesk.autoclose_tickets_after > 0
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issues = Issue.includes(:helpdesk_ticket).where(:project_id => project.id).
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where(:status_id => RedmineHelpdesk.autoclose_from_status).
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where('created_on < ?', Time.now - RedmineHelpdesk.autoclose_time_interval)
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issues.find_each do |issue|
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issue.init_journal(User.anonymous)
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issue.current_journal.notes = I18n.t('label_helpdesk_autoclosed_ticket')
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issue.status_id = RedmineHelpdesk.autoclose_to_status
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issue.save
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end
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end
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private
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def set_ticket_private
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return unless RedmineHelpdesk.settings["helpdesk_assign_contact_user"].to_i > 0
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issue.assign_attributes(:is_private => true) if RedmineHelpdesk.settings["helpdesk_create_private_tickets"].to_i > 0
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issue.save unless issue.new_record?
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end
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end
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Reference in New Issue
Block a user