Merge branch 'ignore-deadline-on-statuses'

Changes

+0.06 Not released
+
+    * IgnoreOnStatuses agreement modifier
+
 0.05_02 Wed Jun 27 15:44:36 PDT 2012
 
     * Make sure timezone change is seen by system functions

MANIFEST

 Changes
 etc/initialdata
+etc/upgrade/0.06/content
 inc/Module/AutoInstall.pm
 inc/Module/Install.pm
 inc/Module/Install/AutoInstall.pm
@@ -31,6 +32,7 @@ META.yml
 t/basics.t
 t/business_hours.t
 t/due.t
+t/ignore-on-statuses.t
 t/queue.t
 t/starts.t
 t/timezone.t

etc/initialdata

@@ -22,7 +22,7 @@
     },
     {  Name        => '[SLA] Require Due set', # loc
        Description => 'Detect a situation when we should set Due date' , # loc
-       ApplicableTransTypes => 'Create,CustomField,Correspond',
+       ApplicableTransTypes => 'Create,CustomField,Correspond,Set,Status',
        ExecModule => 'SLA_RequireDueSet',
     },
 );

etc/upgrade/0.06/content

+our @Final = (
+    sub {
+        my $condition = RT::ScripCondition->new( RT->SystemUser );
+        $condition->LoadByCols( ExecModule => 'SLA_RequireDueSet' );
+        unless ( $condition->id ) {
+            $RT::Logger->error("Couldn't find condition based on SLA_RequireDueSet module. New installation?");
+            return 0;
+        }
+
+        my ($status, $msg) = $condition->SetApplicableTransTypes('Create,CustomField,Correspond,Set,Status');
+        unless ($status) {
+            $RT::Logger->error("Couldn't set ApplicableTransTypes for condition: $msg");
+        }
+        return 1;
+    },
+);
\ No newline at end of file

lib/RT/Condition/SLA_RequireDueSet.pm

@@ -25,6 +25,10 @@ sub IsApplicable {
         return 1 if $self->TicketObj->FirstCustomFieldValue('SLA');
         return 0;
     }
+    elsif ( $type eq 'Status' || ($type eq 'Set' && $self->TransactionObj->Field eq 'Status') ) {
+        return 1 if $self->TicketObj->FirstCustomFieldValue('SLA');
+        return 0;
+    }
     return 1 if $self->IsCustomFieldChange('SLA');
     return 0;
 }

lib/RT/Extension/SLA.pm

@@ -242,7 +242,9 @@ In the above example Due is set to one hour after creation, reply
 of a non-requestor moves Due date two hours forward, requestors'
 replies move Due date to one hour and resolve deadine is 24 hours.
 
-=head2 OutOfHours (struct, no default)
+=head2 Modifying Agreements
+
+=head3 OutOfHours (struct, no default)
 
 Out of hours modifier. Adds more real or business minutes to resolve
 and/or reply options if event happens out of business hours, read also
@@ -266,6 +268,26 @@ hours, otherwise only one.
 Supporters have two additional hours in the morning to deal with bunch
 of requests that came into the system during the last night.
 
+=head3 IgnoreOnStatuses (array, no default)
+
+Allows you to ignore a deadline when ticket has certain status. Example:
+
+    'level x' => {
+        KeepInLoop => { BusinessMinutes => 60, IgnoreOnStatuses => ['stalled'] },
+    },
+
+In above example KeepInLoop deadline is ignored if ticket is stalled.
+
+B<NOTE>: When a ticket goes from an ignored status to a normal status, the new
+Due date is calculated from the last action (reply, SLA change, etc) which fits
+the SLA type (Response, Starts, KeepInLoop, etc).  This means if a ticket in
+the above example flips from stalled to open without a reply, the ticket will
+probably be overdue.  In most cases this shouldn't be a problem since moving
+out of stalled-like statuses is often the result of RT's auto-open on reply
+scrip, therefore ensuring there's a new reply to calculate Due from.  The
+overall effect is that ignored statuses don't let the Due date drift
+arbitrarily, which could wreak havoc on your SLA performance.
+
 =head2 Configuring business hours
 
 In the config you can set one or more work schedules. Use the following
@@ -377,6 +399,11 @@ sub Agreement {
         return undef;
     }
 
+    if ( $args{'Ticket'} && $res{'IgnoreOnStatuses'} ) {
+        my $status = $args{'Ticket'}->Status;
+        return undef if grep $_ eq $status, @{$res{'IgnoreOnStatuses'}};
+    }
+
     $res{'OutOfHours'} = $meta->{'OutOfHours'}{ $args{'Type'} };
 
     $args{'Queue'} ||= $args{'Ticket'}->QueueObj if $args{'Ticket'};

lib/RT/Extension/SLA/Test.pm

@@ -2,7 +2,7 @@ use strict;
 use warnings;
 
 ### after: use lib qw(@RT_LIB_PATH@);
-use lib qw(/opt/rt4/local/lib /opt/rt4/lib);
+use lib qw(/home/tom/work/bps/rt/local/lib /home/tom/bps/rt/lib);
 
 package RT::Extension::SLA::Test;
 

t/ignore-on-statuses.t

+#!/usr/bin/perl
+
+use strict;
+use warnings;
+
+use RT::Extension::SLA::Test tests => 35;
+
+note 'check that reply to requestors dont unset due date with KeepInLoop';
+{
+    %RT::ServiceAgreements = (
+        Default => '2',
+        Levels => {
+            '2' => {
+                KeepInLoop => { RealMinutes => 60*4, IgnoreOnStatuses => ['stalled'] },
+            },
+        },
+    );
+
+    my $root = RT::User->new( $RT::SystemUser );
+    $root->LoadByEmail('root@localhost');
+    ok $root->id, 'loaded root user';
+
+    # requestor creates
+    my $id;
+    my $due;
+    {
+        my $ticket = RT::Ticket->new( $root );
+        ($id) = $ticket->Create(
+            Queue => 'General',
+            Subject => 'xxx',
+            Requestor => $root->id,
+        );
+        ok $id, "created ticket #$id";
+        is $ticket->FirstCustomFieldValue('SLA'), '2', 'default sla';
+        ok !$ticket->DueObj->Unix, 'no response deadline';
+        $due = 0;
+    }
+
+    # non-requestor reply
+    {
+        my $ticket = RT::Ticket->new( $RT::SystemUser );
+        $ticket->Load( $id );
+        ok $ticket->id, "loaded ticket #$id";
+        $ticket->Correspond( Content => 'we are working on this.' );
+
+        $ticket = RT::Ticket->new( $root );
+        $ticket->Load( $id );
+        ok $ticket->id, "loaded ticket #$id";
+
+        my $tmp = $ticket->DueObj->Unix;
+        ok $tmp > 0, 'Due date is set';
+        ok $tmp > $due, "keep in loop is 4hours when response is 2hours";
+        $due = $tmp;
+    }
+
+    # stalling ticket
+    {
+        my $ticket = RT::Ticket->new( $RT::SystemUser );
+        $ticket->Load( $id );
+        ok $ticket->id, "loaded ticket #$id";
+        my ($status, $msg) = $ticket->SetStatus('stalled');
+        ok $status, 'stalled the ticket';
+
+        $ticket->Load( $id );
+        ok !$ticket->DueObj->Unix, 'keep in loop deadline ignored for stalled';
+    }
+
+    # non-requestor reply again
+    {
+        sleep 1;
+        my $ticket = RT::Ticket->new( $RT::SystemUser );
+        $ticket->Load( $id );
+        ok $ticket->id, "loaded ticket #$id";
+        $ticket->Correspond( Content => 'we are still working on this.' );
+
+        $ticket = RT::Ticket->new( $root );
+        $ticket->Load( $id );
+        ok $ticket->id, "loaded ticket #$id";
+
+        is $ticket->Status, 'open', 'ticket was auto-opened';
+
+        my $tmp = $ticket->DueObj->Unix;
+        ok $tmp > 0, 'Due date is set';
+        ok $tmp > $due, "keep in loop sligtly moved";
+        $due = $tmp;
+    }
+}
+
+note 'Check that failing to reply to the requestors is not ignored';
+{
+    %RT::ServiceAgreements = (
+        Default => '2',
+        Levels => {
+            '2' => {
+                Response   => { RealMinutes => 60*2 },
+                KeepInLoop => { RealMinutes => 60*4, IgnoreOnStatuses => ['stalled'] },
+            },
+        },
+    );
+
+    my $root = RT::User->new( $RT::SystemUser );
+    $root->LoadByEmail('root@localhost');
+    ok $root->id, 'loaded root user';
+
+    # requestor creates
+    my $id;
+    my $due;
+    {
+        my $ticket = RT::Ticket->new( $root );
+        ($id) = $ticket->Create(
+            Queue => 'General',
+            Subject => 'xxx',
+            Requestor => $root->id,
+        );
+        ok $id, "created ticket #$id";
+        is $ticket->FirstCustomFieldValue('SLA'), '2', 'default sla';
+        $due = $ticket->DueObj->Unix;
+        ok $due > 0, 'response deadline';
+    }
+
+    # stalling ticket
+    {
+        my $ticket = RT::Ticket->new( $RT::SystemUser );
+        $ticket->Load( $id );
+        ok $ticket->id, "loaded ticket #$id";
+        my ($status, $msg) = $ticket->SetStatus('stalled');
+        ok $status, 'stalled the ticket';
+
+        $ticket->Load( $id );
+        my $tmp = $ticket->DueObj->Unix;
+        ok $tmp, 'response deadline not unset';
+        is $tmp, $due, 'due not changed';
+    }
+
+    # non-requestor reply
+    {
+        sleep 1;
+        my $ticket = RT::Ticket->new( $RT::SystemUser );
+        $ticket->Load( $id );
+        ok $ticket->id, "loaded ticket #$id";
+        $ticket->Correspond( Content => 'we are still working on this.' );
+
+        $ticket = RT::Ticket->new( $root );
+        $ticket->Load( $id );
+        ok $ticket->id, "loaded ticket #$id";
+
+        is $ticket->Status, 'open', 'ticket was auto-opened';
+
+        my $tmp = $ticket->DueObj->Unix;
+        ok $tmp > 0, 'Due date is set';
+        ok $tmp > $due, "keep in loop is greater than response";
+        $due = $tmp;
+    }
+
+    # stalling ticket again
+    {
+        my $ticket = RT::Ticket->new( $RT::SystemUser );
+        $ticket->Load( $id );
+        ok $ticket->id, "loaded ticket #$id";
+        my ($status, $msg) = $ticket->SetStatus('stalled');
+        ok $status, 'stalled the ticket';
+
+        $ticket->Load( $id );
+        ok !$ticket->DueObj->Unix, 'keep in loop deadline unset for stalled';
+    }
+}