# --
# Kernel/System/GenericAgent/NotifyAgentGroupOfCustomQueue.pm - generic agent notifications
# Copyright (C) 2001-2011 OTRS AG, http://otrs.org/
# --
# $Id: NotifyAgentGroupOfCustomQueue.pm,v 1.24 2011/11/25 10:19:42 mg Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

package Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue;

use strict;
use warnings;

use Kernel::System::User;
use Kernel::System::Email;
use Kernel::System::Queue;

use vars qw(@ISA $VERSION);
$VERSION = qw($Revision: 1.24 $) [1];

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = {};
    bless( $Self, $Type );

    # check needed objects
    for (qw(DBObject ConfigObject LogObject TicketObject TimeObject EncodeObject)) {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }

    # 0=off; 1=on;
    $Self->{Debug} = $Param{Debug} || 0;

    $Self->{UserObject}  = Kernel::System::User->new(%Param);
    $Self->{EmailObject} = Kernel::System::Email->new(%Param);
    $Self->{QueueObject} = Kernel::System::Queue->new(%Param);

    return $Self;
}

sub Run {
    my ( $Self, %Param ) = @_;

    # get ticket data
    my %Ticket = $Self->{TicketObject}->TicketGet(
        %Param,
        DynamicFields => 0,
    );

    # check if bussines hours is, then send escalation info
    my $CountedTime = $Self->{TimeObject}->WorkingTime(
        StartTime => $Self->{TimeObject}->SystemTime() - ( 10 * 60 ),
        StopTime => $Self->{TimeObject}->SystemTime(),
    );
    if ( !$CountedTime ) {
        if ( $Self->{Debug} ) {
            $Self->{LogObject}->Log(
                Priority => 'debug',
                Message =>
                    "Send not escalation for Ticket $Ticket{TicketNumber}/$Ticket{TicketID} because currently no working hours!",
            );
        }
        return 1;
    }

    # check if it's a escalation of escalation notification
    # check escalation times
    my $EscalationType = '';
    for my $Type (
        qw(FirstResponseTimeEscalation UpdateTimeEscalation SolutionTimeEscalation
        FirstResponseTimeNotification UpdateTimeNotification SolutionTimeNotification)
        )
    {
        if ( defined $Ticket{$Type} ) {
            if ( $Type =~ /TimeEscalation$/ ) {
                $EscalationType = 'Escalation';
                last;
            }
            elsif ( $Type =~ /TimeNotification$/ ) {
                $EscalationType = 'EscalationNotifyBefore';
                last;
            }
        }
    }

    # check
    if ( !$EscalationType ) {
        if ( $Self->{Debug} ) {
            $Self->{LogObject}->Log(
                Priority => 'debug',
                Message =>
                    "Can't send escalation for Ticket $Ticket{TicketNumber}/$Ticket{TicketID} because ticket is not escalated!",
            );
        }
        return;
    }

    # get agentss who are sucscribed the ticket queue to the custom queues
    my @UserIDs = $Self->{TicketObject}->GetSubscribedUserIDsByQueueID(
        QueueID => $Ticket{QueueID},
    );

    # send each agent the escalation notification
    for my $UserID (@UserIDs) {
        my %User = $Self->{UserObject}->GetUserData( UserID => $UserID, Valid => 1 );
        next if !%User;

        # check if today a reminder is already sent
        my ( $Sec, $Min, $Hour, $Day, $Month, $Year ) = $Self->{TimeObject}->SystemTime2Date(
            SystemTime => $Self->{TimeObject}->SystemTime(),
        );
        my @Lines = $Self->{TicketObject}->HistoryGet(
            TicketID => $Ticket{TicketID},
            UserID   => 1,
        );
        my $Sent = 0;
        for my $Line (@Lines) {
            if (
                $Line->{Name}          =~ /\%\%$EscalationType\%\%/
                && $Line->{Name}       =~ /\Q%%$User{UserEmail}\E$/i
                && $Line->{CreateTime} =~ /$Year-$Month-$Day/
                )
            {
                $Sent = 1;
            }
        }
        next if $Sent;

        # send agent notification
        $Self->{TicketObject}->SendAgentNotification(
            TicketID              => $Param{TicketID},
            CustomerMessageParams => \%Param,
            Type                  => $EscalationType,
            RecipientID           => $UserID,
            UserID                => 1,
        );
    }
    return 1;
}

1;
