685 lines
20 KiB
Perl
685 lines
20 KiB
Perl
# --
|
|
# Copyright (C) 2001-2019 OTRS AG, https://otrs.com/
|
|
# --
|
|
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
|
|
# the enclosed file COPYING for license information (GPL). If you
|
|
# did not receive this file, see https://www.gnu.org/licenses/gpl-3.0.txt.
|
|
# --
|
|
|
|
package Kernel::System::Stats::Dynamic::ITSMTicketSolutionTimeAverage;
|
|
|
|
use strict;
|
|
use warnings;
|
|
|
|
use Kernel::System::VariableCheck qw(:all);
|
|
|
|
our @ObjectDependencies = (
|
|
'Kernel::Config',
|
|
'Kernel::System::DateTime',
|
|
'Kernel::System::DB',
|
|
'Kernel::System::DynamicField',
|
|
'Kernel::System::DynamicField::Backend',
|
|
'Kernel::System::Priority',
|
|
'Kernel::System::Queue',
|
|
'Kernel::System::SLA',
|
|
'Kernel::System::Service',
|
|
'Kernel::System::State',
|
|
'Kernel::System::Ticket',
|
|
'Kernel::System::Type',
|
|
'Kernel::System::User',
|
|
'Kernel::System::Stats',
|
|
);
|
|
|
|
sub new {
|
|
my ( $Type, %Param ) = @_;
|
|
|
|
# allocate new hash for object
|
|
my $Self = {};
|
|
bless( $Self, $Type );
|
|
|
|
$Self->{DBSlaveObject} = $Param{DBSlaveObject} || $Kernel::OM->Get('Kernel::System::DB');
|
|
|
|
# get the dynamic fields for ticket object
|
|
$Self->{DynamicField} = $Kernel::OM->Get('Kernel::System::DynamicField')->DynamicFieldListGet(
|
|
Valid => 1,
|
|
ObjectType => ['Ticket'],
|
|
);
|
|
|
|
return $Self;
|
|
}
|
|
|
|
sub GetObjectName {
|
|
my ( $Self, %Param ) = @_;
|
|
|
|
return 'ITSMTicketSolutionTimeAverage';
|
|
}
|
|
|
|
sub GetObjectBehaviours {
|
|
my ( $Self, %Param ) = @_;
|
|
|
|
my %Behaviours = (
|
|
ProvidesDashboardWidget => 1,
|
|
);
|
|
|
|
return %Behaviours;
|
|
}
|
|
|
|
sub GetObjectAttributes {
|
|
my ( $Self, %Param ) = @_;
|
|
|
|
# get user list
|
|
my %UserList = $Kernel::OM->Get('Kernel::System::User')->UserList(
|
|
Type => 'Long',
|
|
Valid => 0,
|
|
);
|
|
|
|
# get state list
|
|
my %StateList = $Kernel::OM->Get('Kernel::System::State')->StateGetStatesByType(
|
|
StateType => ['closed'],
|
|
Result => 'HASH',
|
|
UserID => 1,
|
|
);
|
|
|
|
# get queue list
|
|
my %QueueList = $Kernel::OM->Get('Kernel::System::Queue')->GetAllQueues();
|
|
|
|
# get priority list
|
|
my %PriorityList = $Kernel::OM->Get('Kernel::System::Priority')->PriorityList(
|
|
UserID => 1,
|
|
);
|
|
|
|
# get current time to fix bug#3830
|
|
my $Today = $Kernel::OM->Create('Kernel::System::DateTime')->Format( Format => '%Y-%m-%d 23:59:59' );
|
|
|
|
my @ObjectAttributes = (
|
|
{
|
|
Name => 'Queue',
|
|
UseAsXvalue => 1,
|
|
UseAsValueSeries => 1,
|
|
UseAsRestriction => 1,
|
|
Element => 'QueueIDs',
|
|
Block => 'MultiSelectField',
|
|
Translation => 0,
|
|
Values => \%QueueList,
|
|
},
|
|
{
|
|
Name => 'State',
|
|
UseAsXvalue => 1,
|
|
UseAsValueSeries => 1,
|
|
UseAsRestriction => 1,
|
|
Element => 'StateIDs',
|
|
Block => 'MultiSelectField',
|
|
Values => \%StateList,
|
|
},
|
|
{
|
|
Name => 'Priority',
|
|
UseAsXvalue => 1,
|
|
UseAsValueSeries => 1,
|
|
UseAsRestriction => 1,
|
|
Element => 'PriorityIDs',
|
|
Block => 'MultiSelectField',
|
|
Values => \%PriorityList,
|
|
},
|
|
{
|
|
Name => 'Created in Queue',
|
|
UseAsXvalue => 1,
|
|
UseAsValueSeries => 1,
|
|
UseAsRestriction => 1,
|
|
Element => 'CreatedQueueIDs',
|
|
Block => 'MultiSelectField',
|
|
Translation => 0,
|
|
Values => \%QueueList,
|
|
},
|
|
{
|
|
Name => 'Created Priority',
|
|
UseAsXvalue => 1,
|
|
UseAsValueSeries => 1,
|
|
UseAsRestriction => 1,
|
|
Element => 'CreatedPriorityIDs',
|
|
Block => 'MultiSelectField',
|
|
Values => \%PriorityList,
|
|
},
|
|
{
|
|
Name => 'Created State',
|
|
UseAsXvalue => 1,
|
|
UseAsValueSeries => 1,
|
|
UseAsRestriction => 1,
|
|
Element => 'CreatedStateIDs',
|
|
Block => 'MultiSelectField',
|
|
Values => \%StateList,
|
|
},
|
|
{
|
|
Name => 'Title',
|
|
UseAsXvalue => 0,
|
|
UseAsValueSeries => 0,
|
|
UseAsRestriction => 1,
|
|
Element => 'Title',
|
|
Block => 'InputField',
|
|
},
|
|
{
|
|
Name => 'CustomerUserLogin',
|
|
UseAsXvalue => 0,
|
|
UseAsValueSeries => 0,
|
|
UseAsRestriction => 1,
|
|
Element => 'CustomerUserLogin',
|
|
Block => 'InputField',
|
|
},
|
|
{
|
|
Name => 'From',
|
|
UseAsXvalue => 0,
|
|
UseAsValueSeries => 0,
|
|
UseAsRestriction => 1,
|
|
Element => 'From',
|
|
Block => 'InputField',
|
|
},
|
|
{
|
|
Name => 'To',
|
|
UseAsXvalue => 0,
|
|
UseAsValueSeries => 0,
|
|
UseAsRestriction => 1,
|
|
Element => 'To',
|
|
Block => 'InputField',
|
|
},
|
|
{
|
|
Name => 'Cc',
|
|
UseAsXvalue => 0,
|
|
UseAsValueSeries => 0,
|
|
UseAsRestriction => 1,
|
|
Element => 'Cc',
|
|
Block => 'InputField',
|
|
},
|
|
{
|
|
Name => 'Subject',
|
|
UseAsXvalue => 0,
|
|
UseAsValueSeries => 0,
|
|
UseAsRestriction => 1,
|
|
Element => 'Subject',
|
|
Block => 'InputField',
|
|
},
|
|
{
|
|
Name => 'Text',
|
|
UseAsXvalue => 0,
|
|
UseAsValueSeries => 0,
|
|
UseAsRestriction => 1,
|
|
Element => 'Body',
|
|
Block => 'InputField',
|
|
},
|
|
{
|
|
Name => 'Create Time',
|
|
UseAsXvalue => 1,
|
|
UseAsValueSeries => 1,
|
|
UseAsRestriction => 1,
|
|
Element => 'CreateTime',
|
|
TimePeriodFormat => 'DateInputFormat', # 'DateInputFormatLong',
|
|
Block => 'Time',
|
|
TimeStop => $Today,
|
|
Values => {
|
|
TimeStart => 'TicketCreateTimeNewerDate',
|
|
TimeStop => 'TicketCreateTimeOlderDate',
|
|
},
|
|
},
|
|
);
|
|
|
|
if ( $Kernel::OM->Get('Kernel::Config')->Get('Ticket::Service') ) {
|
|
|
|
# get service list
|
|
my %Service = $Kernel::OM->Get('Kernel::System::Service')->ServiceList(
|
|
UserID => 1,
|
|
);
|
|
|
|
# get sla list
|
|
my %SLA = $Kernel::OM->Get('Kernel::System::SLA')->SLAList(
|
|
UserID => 1,
|
|
);
|
|
|
|
my @ObjectAttributeAdd = (
|
|
{
|
|
Name => 'Service',
|
|
UseAsXvalue => 1,
|
|
UseAsValueSeries => 1,
|
|
UseAsRestriction => 1,
|
|
Element => 'ServiceIDs',
|
|
Block => 'MultiSelectField',
|
|
Translation => 0,
|
|
Values => \%Service,
|
|
},
|
|
{
|
|
Name => 'SLA',
|
|
UseAsXvalue => 1,
|
|
UseAsValueSeries => 1,
|
|
UseAsRestriction => 1,
|
|
Element => 'SLAIDs',
|
|
Block => 'MultiSelectField',
|
|
Translation => 0,
|
|
Values => \%SLA,
|
|
},
|
|
);
|
|
|
|
unshift @ObjectAttributes, @ObjectAttributeAdd;
|
|
}
|
|
|
|
if ( $Kernel::OM->Get('Kernel::Config')->Get('Ticket::Type') ) {
|
|
|
|
# get ticket type list
|
|
my %Type = $Kernel::OM->Get('Kernel::System::Type')->TypeList(
|
|
UserID => 1,
|
|
);
|
|
|
|
my %ObjectAttribute1 = (
|
|
Name => 'Type',
|
|
UseAsXvalue => 1,
|
|
UseAsValueSeries => 1,
|
|
UseAsRestriction => 1,
|
|
Element => 'TypeIDs',
|
|
Block => 'MultiSelectField',
|
|
Translation => 0,
|
|
Values => \%Type,
|
|
);
|
|
|
|
unshift @ObjectAttributes, \%ObjectAttribute1;
|
|
}
|
|
|
|
if ( $Kernel::OM->Get('Kernel::Config')->Get('Stats::UseAgentElementInStats') ) {
|
|
|
|
my @ObjectAttributeAdd = (
|
|
{
|
|
Name => 'Agent/Owner',
|
|
UseAsXvalue => 1,
|
|
UseAsValueSeries => 1,
|
|
UseAsRestriction => 1,
|
|
Element => 'OwnerIDs',
|
|
Block => 'MultiSelectField',
|
|
Translation => 0,
|
|
Values => \%UserList,
|
|
},
|
|
{
|
|
Name => 'Created by Agent/Owner',
|
|
UseAsXvalue => 1,
|
|
UseAsValueSeries => 1,
|
|
UseAsRestriction => 1,
|
|
Element => 'CreatedUserIDs',
|
|
Block => 'MultiSelectField',
|
|
Translation => 0,
|
|
Values => \%UserList,
|
|
},
|
|
{
|
|
Name => 'Responsible',
|
|
UseAsXvalue => 1,
|
|
UseAsValueSeries => 1,
|
|
UseAsRestriction => 1,
|
|
Element => 'ResponsibleIDs',
|
|
Block => 'MultiSelectField',
|
|
Translation => 0,
|
|
Values => \%UserList,
|
|
},
|
|
);
|
|
|
|
push @ObjectAttributes, @ObjectAttributeAdd;
|
|
}
|
|
|
|
if ( $Kernel::OM->Get('Kernel::Config')->Get('Stats::CustomerIDAsMultiSelect') ) {
|
|
|
|
# Get CustomerID
|
|
# (This way also can be the solution for the CustomerUserID)
|
|
$Self->{DBSlaveObject}->Prepare(
|
|
SQL => 'SELECT DISTINCT customer_id FROM ticket',
|
|
);
|
|
|
|
# fetch the result
|
|
my %CustomerID;
|
|
while ( my @Row = $Self->{DBSlaveObject}->FetchrowArray() ) {
|
|
if ( $Row[0] ) {
|
|
$CustomerID{ $Row[0] } = $Row[0];
|
|
}
|
|
}
|
|
|
|
my %ObjectAttribute = (
|
|
Name => 'CustomerID',
|
|
UseAsXvalue => 1,
|
|
UseAsValueSeries => 1,
|
|
UseAsRestriction => 1,
|
|
Element => 'CustomerID',
|
|
Block => 'MultiSelectField',
|
|
Values => \%CustomerID,
|
|
);
|
|
|
|
push @ObjectAttributes, \%ObjectAttribute;
|
|
}
|
|
else {
|
|
|
|
my %ObjectAttribute = (
|
|
Name => 'CustomerID',
|
|
UseAsXvalue => 0,
|
|
UseAsValueSeries => 0,
|
|
UseAsRestriction => 1,
|
|
Element => 'CustomerID',
|
|
Block => 'InputField',
|
|
);
|
|
|
|
push @ObjectAttributes, \%ObjectAttribute;
|
|
}
|
|
|
|
# cycle trough the activated Dynamic Fields for this screen
|
|
DYNAMICFIELD:
|
|
for my $DynamicFieldConfig ( @{ $Self->{DynamicField} } ) {
|
|
next DYNAMICFIELD if !IsHashRefWithData($DynamicFieldConfig);
|
|
|
|
my $PossibleValuesFilter;
|
|
|
|
# set possible values filter from ACLs
|
|
my $ACL = $Kernel::OM->Get('Kernel::System::Ticket')->TicketAcl(
|
|
Action => 'AgentStats',
|
|
Type => 'DynamicField_' . $DynamicFieldConfig->{Name},
|
|
ReturnType => 'Ticket',
|
|
ReturnSubType => 'DynamicField_' . $DynamicFieldConfig->{Name},
|
|
Data => $DynamicFieldConfig->{Config}->{PossibleValues} || {},
|
|
UserID => 1,
|
|
);
|
|
if ($ACL) {
|
|
my %Filter = $Kernel::OM->Get('Kernel::System::Ticket')->TicketAclData();
|
|
$PossibleValuesFilter = \%Filter;
|
|
}
|
|
|
|
# get field html
|
|
my $DynamicFieldStatsParameter
|
|
= $Kernel::OM->Get('Kernel::System::DynamicField::Backend')->StatsFieldParameterBuild(
|
|
DynamicFieldConfig => $DynamicFieldConfig,
|
|
PossibleValuesFilter => $PossibleValuesFilter,
|
|
);
|
|
|
|
if ( IsHashRefWithData($DynamicFieldStatsParameter) ) {
|
|
if ( IsHashRefWithData( $DynamicFieldStatsParameter->{Values} ) ) {
|
|
|
|
my %ObjectAttribute = (
|
|
Name => $DynamicFieldStatsParameter->{Name},
|
|
UseAsXvalue => 1,
|
|
UseAsValueSeries => 1,
|
|
UseAsRestriction => 1,
|
|
Element => $DynamicFieldStatsParameter->{Element},
|
|
Block => 'MultiSelectField',
|
|
Values => $DynamicFieldStatsParameter->{Values},
|
|
Translation => 0,
|
|
);
|
|
push @ObjectAttributes, \%ObjectAttribute;
|
|
}
|
|
else {
|
|
my %ObjectAttribute = (
|
|
Name => $DynamicFieldStatsParameter->{Name},
|
|
UseAsXvalue => 0,
|
|
UseAsValueSeries => 0,
|
|
UseAsRestriction => 1,
|
|
Element => $DynamicFieldStatsParameter->{Element},
|
|
Block => 'InputField',
|
|
);
|
|
push @ObjectAttributes, \%ObjectAttribute;
|
|
}
|
|
}
|
|
}
|
|
return @ObjectAttributes;
|
|
}
|
|
|
|
sub GetStatElementPreview {
|
|
my ( $Self, %Param ) = @_;
|
|
|
|
return int rand 50;
|
|
}
|
|
|
|
sub GetStatElement {
|
|
my ( $Self, %Param ) = @_;
|
|
|
|
# use all closed stats if no states are given
|
|
if ( !$Param{StateIDs} ) {
|
|
$Param{StateType} = ['closed'];
|
|
}
|
|
|
|
# start ticket search
|
|
my @TicketSearchIDs = $Kernel::OM->Get('Kernel::System::Ticket')->TicketSearch(
|
|
%Param,
|
|
Result => 'ARRAY',
|
|
Limit => 100_000_000,
|
|
UserID => 1,
|
|
Permission => 'ro',
|
|
);
|
|
|
|
return '-' if !@TicketSearchIDs;
|
|
|
|
my $Time = 0;
|
|
|
|
TICKETID:
|
|
for my $TicketID (@TicketSearchIDs) {
|
|
|
|
# get ticket data
|
|
my $TicketData = $Self->_TicketDataGet(
|
|
TicketID => $TicketID,
|
|
);
|
|
|
|
return 'ERROR' if !%{$TicketData};
|
|
|
|
# get relevant ticket history
|
|
my $HistoryData = $Self->_TicketHistoryDataGet(
|
|
TicketID => $TicketID,
|
|
);
|
|
|
|
return 'ERROR' if !$HistoryData;
|
|
|
|
# if ticket is closed in the ticket create mask
|
|
if ( @{$HistoryData} == 1 ) {
|
|
$Time += ( 3 * 60 );
|
|
next TICKETID;
|
|
}
|
|
|
|
my %Timespans;
|
|
my $Counter = 0;
|
|
|
|
ENTRY:
|
|
for my $Entry ( @{$HistoryData} ) {
|
|
|
|
if ( $Timespans{$Counter} ) {
|
|
|
|
next ENTRY if $Entry->{Viewable};
|
|
|
|
# set stop time
|
|
$Timespans{$Counter}->{StopTime} = $Kernel::OM->Create(
|
|
'Kernel::System::DateTime',
|
|
ObjectParams => {
|
|
String => $Entry->{CreateTime},
|
|
},
|
|
)->ToEpoch();
|
|
|
|
$Counter++;
|
|
}
|
|
else {
|
|
|
|
next ENTRY if !$Entry->{Viewable};
|
|
|
|
# set start time
|
|
$Timespans{$Counter}->{StartTime} = $Kernel::OM->Create(
|
|
'Kernel::System::DateTime',
|
|
ObjectParams => {
|
|
String => $Entry->{CreateTime},
|
|
},
|
|
)->ToEpoch();
|
|
}
|
|
}
|
|
|
|
# get calendar
|
|
my $Calendar = $Self->_CalendarGet(
|
|
TicketData => $TicketData,
|
|
);
|
|
|
|
for my $Count ( sort keys %Timespans ) {
|
|
|
|
# extract timestamp
|
|
my $Timespan = $Timespans{$Count};
|
|
|
|
$Timespan->{StopTime} ||= $Timespan->{StartTime} + ( 3 * 60 );
|
|
|
|
my $WorkingTimeStartDateTimeObject = $Kernel::OM->Create(
|
|
'Kernel::System::DateTime',
|
|
ObjectParams => {
|
|
Epoch => $Timespan->{StartTime},
|
|
},
|
|
);
|
|
|
|
my $WorkingTimeStopDateTimeObject = $Kernel::OM->Create(
|
|
'Kernel::System::DateTime',
|
|
ObjectParams => {
|
|
Epoch => $Timespan->{StopTime},
|
|
},
|
|
);
|
|
|
|
my $Delta = $WorkingTimeStartDateTimeObject->Delta(
|
|
DateTimeObject => $WorkingTimeStopDateTimeObject,
|
|
ForWorkingTime => 1,
|
|
Calendar => $Calendar,
|
|
);
|
|
|
|
$Time += $Delta->{AbsoluteSeconds};
|
|
}
|
|
}
|
|
|
|
my $TicketCount = @TicketSearchIDs;
|
|
my $AverageTime = $Time / $TicketCount;
|
|
|
|
# translate seconds in a readable format
|
|
my $Value = $Kernel::OM->Get('Kernel::System::Stats')->_HumanReadableAgeGet(
|
|
Age => int $AverageTime,
|
|
);
|
|
|
|
return $Value;
|
|
}
|
|
|
|
sub _TicketDataGet {
|
|
my ( $Self, %Param ) = @_;
|
|
|
|
return {} if !$Param{TicketID};
|
|
|
|
# ask database
|
|
$Self->{DBSlaveObject}->Prepare(
|
|
SQL => 'SELECT queue_id, sla_id, create_time
|
|
FROM ticket
|
|
WHERE id = ?',
|
|
Bind => [ \$Param{TicketID} ],
|
|
Limit => 1,
|
|
);
|
|
|
|
# fetch the result
|
|
my %TicketData;
|
|
while ( my @Row = $Self->{DBSlaveObject}->FetchrowArray() ) {
|
|
$TicketData{QueueID} = $Row[0];
|
|
$TicketData{SLAID} = $Row[1];
|
|
$TicketData{CreateTime} = $Row[2];
|
|
}
|
|
|
|
return \%TicketData;
|
|
}
|
|
|
|
sub _CalendarGet {
|
|
my ( $Self, %Param ) = @_;
|
|
|
|
# get config option
|
|
$Self->{TicketServiceFeature} ||= $Kernel::OM->Get('Kernel::Config')->Get('Ticket::Service');
|
|
|
|
my %EscalationData;
|
|
if ( $Self->{TicketServiceFeature} && $Param{TicketData}->{SLAID} ) {
|
|
%EscalationData = $Kernel::OM->Get('Kernel::System::SLA')->SLAGet(
|
|
SLAID => $Param{TicketData}->{SLAID},
|
|
UserID => 1,
|
|
Cache => 1,
|
|
);
|
|
}
|
|
else {
|
|
%EscalationData = $Kernel::OM->Get('Kernel::System::Queue')->QueueGet(
|
|
ID => $Param{TicketData}->{QueueID},
|
|
UserID => 1,
|
|
Cache => 1,
|
|
);
|
|
}
|
|
|
|
return $EscalationData{Calendar} || undef;
|
|
}
|
|
|
|
sub _TicketHistoryDataGet {
|
|
my ( $Self, %Param ) = @_;
|
|
|
|
return if !$Param{TicketID};
|
|
|
|
# get id of histoy type StateUpdate
|
|
if ( !$Self->{StateUpdateID} ) {
|
|
$Self->{StateUpdateID} = $Kernel::OM->Get('Kernel::System::Ticket')->HistoryTypeLookup(
|
|
Type => 'StateUpdate',
|
|
);
|
|
}
|
|
|
|
# get id of histoy type NewTicket
|
|
if ( !$Self->{NewTicketID} ) {
|
|
$Self->{NewTicketID} = $Kernel::OM->Get('Kernel::System::Ticket')->HistoryTypeLookup(
|
|
Type => 'NewTicket',
|
|
);
|
|
}
|
|
|
|
# get viewable state ids
|
|
if ( !$Self->{ViewableStateIDs} ) {
|
|
my @ViewableStateIDs = $Kernel::OM->Get('Kernel::System::State')->StateGetStatesByType(
|
|
Type => 'Viewable',
|
|
Result => 'ID',
|
|
);
|
|
|
|
my %ViewableStateIDList;
|
|
for my $StateID (@ViewableStateIDs) {
|
|
$ViewableStateIDList{$StateID} = 1;
|
|
}
|
|
|
|
$Self->{ViewableStateIDs} = \%ViewableStateIDList;
|
|
}
|
|
|
|
# ask database
|
|
$Self->{DBSlaveObject}->Prepare(
|
|
SQL => 'SELECT state_id, create_time
|
|
FROM ticket_history
|
|
WHERE ticket_id = ?
|
|
AND history_type_id IN ( ?, ? )
|
|
ORDER BY create_time',
|
|
Bind => [
|
|
\$Param{TicketID},
|
|
\$Self->{StateUpdateID},
|
|
\$Self->{NewTicketID},
|
|
],
|
|
);
|
|
|
|
# fetch the result
|
|
my @TicketHistoryList;
|
|
while ( my @Row = $Self->{DBSlaveObject}->FetchrowArray() ) {
|
|
|
|
my %HistoryData;
|
|
$HistoryData{StateID} = $Row[0];
|
|
$HistoryData{CreateTime} = $Row[1];
|
|
|
|
push @TicketHistoryList, \%HistoryData;
|
|
}
|
|
|
|
ENTRY:
|
|
for my $Entry (@TicketHistoryList) {
|
|
|
|
$Entry->{Viewable} = 0;
|
|
next ENTRY if !$Self->{ViewableStateIDs}->{ $Entry->{StateID} };
|
|
$Entry->{Viewable} = 1;
|
|
}
|
|
|
|
return \@TicketHistoryList;
|
|
}
|
|
|
|
sub ExportWrapper {
|
|
my ( $Self, %Param ) = @_;
|
|
|
|
return \%Param;
|
|
}
|
|
|
|
sub ImportWrapper {
|
|
my ( $Self, %Param ) = @_;
|
|
|
|
return \%Param;
|
|
}
|
|
|
|
1;
|