479 lines
24 KiB
C#
479 lines
24 KiB
C#
using Disco.Data.Repository;
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using Disco.Models.Repository;
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using Disco.Plugins.ServiceTracker.Models;
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using System;
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using System.Collections.Generic;
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using System.Linq;
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namespace Disco.Plugins.ServiceTracker.Services
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{
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public class ServiceTrackerService
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{
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public const string PluginVersion = "1.2.0";
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private readonly DiscoDataContext _database;
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private readonly ServiceTrackerDataStore _dataStore;
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private readonly ServiceTrackerConfig _config;
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public ServiceTrackerService(DiscoDataContext database, ServiceTrackerDataStore dataStore)
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{
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_database = database;
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_dataStore = dataStore;
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_config = dataStore.LoadConfig();
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}
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public ServiceTrackerConfig Config { get { return _config; } }
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public DashboardViewModel BuildDashboard(string filterPriority = null, string filterLocation = null,
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string filterStatus = null, string filterTech = null, string sortBy = "due")
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{
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var tiles = new List<DashboardTile>();
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string sheetError = null;
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// --- Disco Jobs ---
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var openJobs = _database.Jobs
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.Include("Device").Include("Device.DeviceModel")
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.Include("User").Include("OpenedTechUser")
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.Include("JobType").Include("JobSubTypes")
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.Where(j => j.ClosedDate == null).ToList();
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var allTickets = _dataStore.LoadAllTickets();
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var ticketLookup = allTickets.ToDictionary(t => t.JobId, t => t);
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if (_config.AutoCreateTicketsForNewJobs)
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{
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foreach (var job in openJobs)
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{
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if (!ticketLookup.ContainsKey(job.Id))
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{
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var newTicket = CreateDefaultTicket(job);
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_dataStore.SaveTicket(newTicket);
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ticketLookup[job.Id] = newTicket;
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}
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}
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}
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foreach (var job in openJobs)
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{
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ServiceTicket ticket;
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ticketLookup.TryGetValue(job.Id, out ticket);
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tiles.Add(BuildDiscoTile(job, ticket));
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}
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// --- Google Sheet ---
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int sheetCount = 0;
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if (_config.GoogleSheet != null && _config.GoogleSheet.Enabled)
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{
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try
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{
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var sheetSvc = new GoogleSheetService(_config.GoogleSheet, _dataStore.DataDirectory);
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var sheetResult = sheetSvc.FetchTickets();
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if (sheetResult.Error != null)
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{
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sheetError = sheetResult.Error;
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}
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else
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{
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if (sheetResult.Warning != null) sheetError = sheetResult.Warning;
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var extTickets = _dataStore.LoadExternalTickets();
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var extLookup = extTickets.ToDictionary(t => t.JobId, t => t);
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foreach (var ext in sheetResult.Tickets)
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{
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ServiceTicket st;
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if (!extLookup.TryGetValue(ext.InternalId, out st))
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{
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st = new ServiceTicket
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{
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JobId = ext.InternalId, Source = "ntt",
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PriorityId = MapSheetPriority(ext.RawPriority),
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LocationId = _config.DefaultLocationId,
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AssignedTechId = ResolveSheetTech(ext.AssignedTo),
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Summary = ext.IssueDescription,
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CreatedDate = ext.Timestamp, LastModifiedDate = DateTime.Now
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};
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_dataStore.SaveExternalTicket(st);
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extLookup[ext.InternalId] = st;
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}
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tiles.Add(BuildSheetTile(ext, st));
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sheetCount++;
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}
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}
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}
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catch (Exception ex)
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{
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sheetError = "Sheet error: " + ex.Message;
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}
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}
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// --- Ready for Return ---
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var readyForReturn = tiles.Where(t =>
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{
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var status = (t.StatusOverride ?? t.DiscoStatus ?? "").ToLower();
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return status.Contains("ready for return") || status.Contains("ready for pickup");
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}).ToList();
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// Remove from main tiles
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var mainTiles = tiles.Where(t => !readyForReturn.Contains(t)).ToList();
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// --- Filter ---
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if (!string.IsNullOrEmpty(filterPriority)) mainTiles = mainTiles.Where(t => t.PriorityId == filterPriority).ToList();
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if (!string.IsNullOrEmpty(filterLocation)) mainTiles = mainTiles.Where(t => t.LocationId == filterLocation).ToList();
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if (!string.IsNullOrEmpty(filterStatus)) mainTiles = mainTiles.Where(t => t.StatusOverride == filterStatus).ToList();
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if (!string.IsNullOrEmpty(filterTech)) mainTiles = mainTiles.Where(t => t.AssignedTechId == filterTech).ToList();
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// --- Sort ---
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switch (sortBy)
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{
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case "priority": mainTiles = mainTiles.OrderBy(t => t.PrioritySortOrder).ThenBy(t => t.SortDate).ToList(); break;
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case "age": mainTiles = mainTiles.OrderByDescending(t => t.AgeDays).ToList(); break;
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case "modified": mainTiles = mainTiles.OrderByDescending(t => t.LastModifiedDate).ToList(); break;
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case "sla": mainTiles = mainTiles.OrderBy(t => t.IsSlaBreached ? 0 : t.IsSlaWarning ? 1 : 2)
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.ThenBy(t => t.SlaDeadline.HasValue ? t.SlaDeadline.Value : DateTime.MaxValue).ToList(); break;
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default: mainTiles = mainTiles.OrderBy(t => t.SortDate).ToList(); break;
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}
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var stats = BuildStats(mainTiles);
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stats.FromGoogleSheet = sheetCount;
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return new DashboardViewModel
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{
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Tiles = mainTiles, ReadyForReturn = readyForReturn,
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Stats = stats, Config = _config,
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CurrentFilter = filterPriority ?? filterLocation ?? filterStatus ?? "",
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SortBy = sortBy, GoogleSheetError = sheetError
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};
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}
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// --- Build Disco Tile ---
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private DashboardTile BuildDiscoTile(Job job, ServiceTicket ticket)
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{
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var now = DateTime.Now;
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var priorityId = (ticket != null ? ticket.PriorityId : null) ?? _config.DefaultPriorityId;
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var priority = _config.Priorities.FirstOrDefault(p => p.Id == priorityId) ?? _config.Priorities.FirstOrDefault();
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var locationId = (ticket != null ? ticket.LocationId : null) ?? _config.DefaultLocationId;
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var location = _config.Locations.FirstOrDefault(l => l.Id == locationId) ?? _config.Locations.FirstOrDefault();
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var slaDeadline = ticket != null ? ticket.SlaDeadline : (DateTime?)null;
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if (!slaDeadline.HasValue && priority != null && priority.SlaHours > 0)
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slaDeadline = job.OpenedDate.AddHours(priority.SlaHours);
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bool slaBreached = slaDeadline.HasValue && now > slaDeadline.Value;
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bool slaWarning = !slaBreached && slaDeadline.HasValue && priority != null && priority.SlaHours > 0
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&& now > slaDeadline.Value.AddHours(-priority.SlaHours * 0.25);
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int ageDays = (int)(now - job.OpenedDate).TotalDays;
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var eta = (ticket != null ? ticket.EstimatedCompletion : null) ?? job.ExpectedClosedDate;
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string discoStatus = "Open";
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if (job.WaitingForUserAction.HasValue) discoStatus = "Awaiting User Action";
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else if (job.DeviceHeld.HasValue && !job.DeviceReadyForReturn.HasValue) discoStatus = "Device Held";
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else if (job.DeviceReadyForReturn.HasValue && !job.DeviceReturnedDate.HasValue) discoStatus = "Ready for Return";
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string latestNote = null; int noteCount = 0;
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if (ticket != null && ticket.Notes != null && ticket.Notes.Count > 0)
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{
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noteCount = ticket.Notes.Count;
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var latest = ticket.Notes.OrderByDescending(n => n.Timestamp).First();
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latestNote = latest.Content;
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if (latestNote != null && latestNote.Length > 80) latestNote = latestNote.Substring(0, 77) + "...";
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}
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// Resolve tech display name
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var techId = ticket != null ? ticket.AssignedTechId : job.OpenedTechUserId;
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var techName = ResolveTechName(techId);
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return new DashboardTile
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{
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JobId = job.Id, Source = "disco", DisplayId = "DIC#" + job.Id,
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JobTypeDescription = job.JobType != null ? job.JobType.Description : job.JobTypeId,
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DeviceSerialNumber = job.DeviceSerialNumber ?? "\u2014",
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DeviceModelDescription = job.Device != null && job.Device.DeviceModel != null ? job.Device.DeviceModel.Description : null,
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DeviceComputerName = job.Device != null ? job.Device.DeviceDomainId : null,
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UserId = job.UserId,
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UserDisplayName = job.User != null ? job.User.DisplayName : job.UserId,
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OpenedByTechId = job.OpenedTechUserId,
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OpenedByTechName = job.OpenedTechUser != null ? job.OpenedTechUser.DisplayName : job.OpenedTechUserId,
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OpenedDate = job.OpenedDate, ExpectedClosedDate = job.ExpectedClosedDate, DiscoStatus = discoStatus,
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PriorityId = priorityId, PriorityName = priority != null ? priority.Name : "Unknown",
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PriorityColor = priority != null ? priority.Color : "#999", PrioritySortOrder = priority != null ? priority.SortOrder : 99,
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LocationId = locationId, LocationName = location != null ? location.Name : "Unknown",
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LocationIcon = location != null ? location.Icon : "", LocationColor = location != null ? location.Color : "#999",
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AssignedTechId = techId, AssignedTechName = techName,
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EstimatedCompletion = eta, SlaDeadline = slaDeadline,
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StatusOverride = ticket != null && ticket.StatusOverride != null ? ticket.StatusOverride : discoStatus,
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Summary = ticket != null ? ticket.Summary : null,
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NoteCount = noteCount, LatestNote = latestNote,
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LastModifiedDate = ticket != null ? ticket.LastModifiedDate : job.OpenedDate,
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IsSlaBreached = slaBreached, IsSlaWarning = slaWarning,
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AgeBadge = FormatAge(ageDays), AgeDays = ageDays, EtaDisplay = FormatEta(eta),
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SortDate = slaBreached && slaDeadline.HasValue ? slaDeadline.Value : eta.HasValue ? eta.Value : job.ExpectedClosedDate.HasValue ? job.ExpectedClosedDate.Value : job.OpenedDate
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};
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}
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// --- Build Sheet Tile ---
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private DashboardTile BuildSheetTile(ExternalTicket ext, ServiceTicket st)
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{
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var now = DateTime.Now;
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var priorityId = st != null ? st.PriorityId : MapSheetPriority(ext.RawPriority);
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var priority = _config.Priorities.FirstOrDefault(p => p.Id == priorityId) ?? _config.Priorities.FirstOrDefault();
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var locationId = st != null ? st.LocationId : _config.DefaultLocationId;
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var location = _config.Locations.FirstOrDefault(l => l.Id == locationId) ?? _config.Locations.FirstOrDefault();
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int ageDays = (int)(now - ext.Timestamp).TotalDays;
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var techId = st != null ? st.AssignedTechId : ResolveSheetTech(ext.AssignedTo);
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string latestNote = null; int noteCount = 0;
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if (st != null && st.Notes != null && st.Notes.Count > 0)
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{
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noteCount = st.Notes.Count;
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latestNote = st.Notes.OrderByDescending(n => n.Timestamp).First().Content;
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if (latestNote != null && latestNote.Length > 80) latestNote = latestNote.Substring(0, 77) + "...";
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}
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// Extract requester name from email
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var requesterName = ext.RequesterEmail ?? "Unknown";
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if (requesterName.Contains("@"))
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requesterName = requesterName.Split('@')[0].Replace(".", " ");
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return new DashboardTile
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{
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JobId = ext.InternalId, Source = "ntt", DisplayId = "NTT#" + ext.ExternalId.Replace("NTT", ""),
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JobTypeDescription = "Google Sheet",
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DeviceSerialNumber = ext.DeviceName ?? "\u2014",
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DeviceComputerName = ext.DeviceName,
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UserId = ext.RequesterEmail, UserDisplayName = requesterName,
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OpenedDate = ext.Timestamp, DiscoStatus = ext.RawStatus ?? "Open",
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PriorityId = priorityId, PriorityName = priority != null ? priority.Name : "Unknown",
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PriorityColor = priority != null ? priority.Color : "#999", PrioritySortOrder = priority != null ? priority.SortOrder : 99,
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LocationId = locationId, LocationName = location != null ? location.Name : "Unknown",
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LocationIcon = location != null ? location.Icon : "", LocationColor = location != null ? location.Color : "#999",
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AssignedTechId = techId, AssignedTechName = ResolveTechName(techId),
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StatusOverride = st != null && st.StatusOverride != null ? st.StatusOverride : (ext.RawStatus ?? "Open"),
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Summary = ext.IssueDescription, NoteCount = noteCount, LatestNote = latestNote,
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LastModifiedDate = st != null ? st.LastModifiedDate : ext.Timestamp,
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AgeBadge = FormatAge(ageDays), AgeDays = ageDays, EtaDisplay = FormatEta(st != null ? st.EstimatedCompletion : null),
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SortDate = st != null && st.EstimatedCompletion.HasValue ? st.EstimatedCompletion.Value : ext.Timestamp
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};
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}
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// --- Tech Resolution ---
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public string ResolveTechName(string techIdOrEmail)
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{
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if (string.IsNullOrEmpty(techIdOrEmail)) return null;
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foreach (var tech in _config.Technicians)
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{
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if (tech.Id == techIdOrEmail || tech.DisplayName == techIdOrEmail) return tech.DisplayName;
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if (!string.IsNullOrEmpty(tech.Email) && tech.Email.Equals(techIdOrEmail, StringComparison.OrdinalIgnoreCase)) return tech.DisplayName;
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if (tech.DiscoUserIds != null)
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{
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foreach (var did in tech.DiscoUserIds)
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{
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if (did.Equals(techIdOrEmail, StringComparison.OrdinalIgnoreCase)) return tech.DisplayName;
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}
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}
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}
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// Fallback to Disco user lookup
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try
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{
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var user = _database.Users.FirstOrDefault(u => u.UserId == techIdOrEmail);
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if (user != null) return user.DisplayName;
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}
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catch { }
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return techIdOrEmail;
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}
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private string ResolveSheetTech(string assignedTo)
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{
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if (string.IsNullOrEmpty(assignedTo)) return null;
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foreach (var tech in _config.Technicians)
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{
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if (!string.IsNullOrEmpty(tech.Email) && tech.Email.Equals(assignedTo, StringComparison.OrdinalIgnoreCase)) return tech.Id;
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if (tech.DisplayName.Equals(assignedTo, StringComparison.OrdinalIgnoreCase)) return tech.Id;
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}
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return assignedTo;
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}
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private string MapSheetPriority(string raw)
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{
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if (string.IsNullOrEmpty(raw)) return _config.DefaultPriorityId;
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raw = raw.ToLower().Trim();
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foreach (var p in _config.Priorities)
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{
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if (p.Name.ToLower() == raw || p.Id == raw) return p.Id;
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}
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if (raw.Contains("critical") || raw.Contains("urgent")) return "critical";
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if (raw.Contains("high")) return "high";
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if (raw.Contains("low")) return "low";
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return _config.DefaultPriorityId;
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}
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// --- CRUD ---
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public void UpdateTicket(int jobId, string source, string priorityId, string locationId,
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string assignedTechId, DateTime? eta, string status, string summary, string modifiedBy)
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{
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ServiceTicket ticket;
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if (source == "ntt")
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ticket = _dataStore.GetExternalTicket(jobId);
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else
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ticket = _dataStore.GetTicket(jobId);
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if (ticket == null) ticket = new ServiceTicket { JobId = jobId, Source = source ?? "disco" };
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if (ticket.ChangeLog == null) ticket.ChangeLog = new List<ChangeEntry>();
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Action<string, string, string> trackChange = (field, oldVal, newVal) =>
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{
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if (oldVal != newVal) ticket.ChangeLog.Add(new ChangeEntry { UserId = modifiedBy, Field = field, OldValue = oldVal, NewValue = newVal });
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};
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if (priorityId != null && priorityId != ticket.PriorityId) { trackChange("Priority", ticket.PriorityId, priorityId); ticket.PriorityId = priorityId; }
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if (locationId != null && locationId != ticket.LocationId) { trackChange("Location", ticket.LocationId, locationId); ticket.LocationId = locationId; }
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if (assignedTechId != null && assignedTechId != ticket.AssignedTechId) { trackChange("Assigned Tech", ticket.AssignedTechId, assignedTechId); ticket.AssignedTechId = assignedTechId; }
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if (status != null && status != ticket.StatusOverride) { trackChange("Status", ticket.StatusOverride ?? "(default)", string.IsNullOrEmpty(status) ? "(default)" : status); ticket.StatusOverride = status; }
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if (summary != null && summary != ticket.Summary) { trackChange("Summary", null, "(updated)"); ticket.Summary = summary; }
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if (eta.HasValue)
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{
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var oldEta = ticket.EstimatedCompletion.HasValue ? ticket.EstimatedCompletion.Value.ToString("dd MMM yyyy") : "none";
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var newEta = eta.Value.ToString("dd MMM yyyy");
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if (oldEta != newEta) { trackChange("ETA", oldEta, newEta); ticket.EstimatedCompletion = eta; }
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}
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ticket.LastModifiedBy = modifiedBy;
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if (priorityId != null)
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{
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var p = _config.Priorities.FirstOrDefault(x => x.Id == priorityId);
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ticket.SlaDeadline = (p != null && p.SlaHours > 0) ? ticket.CreatedDate.AddHours(p.SlaHours) : (DateTime?)null;
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}
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if (source == "ntt") _dataStore.SaveExternalTicket(ticket);
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else _dataStore.SaveTicket(ticket);
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}
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public void AddNote(int jobId, string source, string authorId, string authorName, string content, string noteType)
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{
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var note = new TicketNote { AuthorId = authorId, AuthorName = authorName, Content = content, NoteType = noteType ?? "general" };
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if (source == "ntt")
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_dataStore.AddExternalNote(jobId, note);
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else
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{
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_dataStore.AddNote(jobId, note);
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// Write back to Disco
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WriteNoteToDisco(jobId, authorId, content);
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}
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}
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private void WriteNoteToDisco(int jobId, string techUserId, string content)
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{
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try
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{
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var job = _database.Jobs.FirstOrDefault(j => j.Id == jobId);
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if (job == null) return;
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var log = new JobLog
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{
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JobId = jobId,
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TechUserId = techUserId,
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Timestamp = DateTime.Now,
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Comments = "[Service Tracker] " + content
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};
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_database.JobLogs.Add(log);
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_database.SaveChanges();
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}
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catch { }
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}
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public void MarkCollected(int jobId, string source, string userId)
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{
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UpdateTicket(jobId, source, null, null, null, null, "Resolved", null, userId);
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}
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public ServiceTicket GetTicketDetail(int jobId, string source)
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{
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if (source == "ntt") return _dataStore.GetExternalTicket(jobId);
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return _dataStore.GetTicket(jobId);
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}
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// --- Helpers ---
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private string FormatAge(int ageDays)
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{
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if (ageDays == 0) return "Today";
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if (ageDays == 1) return "1 day";
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if (ageDays < 7) return ageDays + " days";
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if (ageDays < 30) return (ageDays / 7) + " wk" + (ageDays / 7 > 1 ? "s" : "");
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return (ageDays / 30) + " mo" + (ageDays / 30 > 1 ? "s" : "");
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}
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private string FormatEta(DateTime? eta)
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{
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if (!eta.HasValue) return "\u2014";
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var days = (int)(eta.Value - DateTime.Now).TotalDays;
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if (days < 0) return Math.Abs(days) + "d overdue";
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if (days == 0) return "Today";
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if (days == 1) return "Tomorrow";
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return eta.Value.ToString("dd MMM");
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}
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private DashboardStats BuildStats(List<DashboardTile> tiles)
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{
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var s = new DashboardStats
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{
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TotalOpen = tiles.Count, SlaBreached = tiles.Count(t => t.IsSlaBreached),
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SlaWarning = tiles.Count(t => t.IsSlaWarning),
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AvgAgeDays = tiles.Count > 0 ? Math.Round(tiles.Average(t => (double)t.AgeDays), 1) : 0,
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OldestJobDays = tiles.Count > 0 ? tiles.Max(t => t.AgeDays) : 0
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};
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foreach (var p in _config.Priorities) s.ByPriority[p.Id] = tiles.Count(t => t.PriorityId == p.Id);
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s.Critical = tiles.Count(t => t.PriorityId == "critical"); s.High = tiles.Count(t => t.PriorityId == "high");
|
|
s.Medium = tiles.Count(t => t.PriorityId == "medium"); s.Low = tiles.Count(t => t.PriorityId == "low");
|
|
s.Scheduled = tiles.Count(t => t.PriorityId == "scheduled");
|
|
foreach (var l in _config.Locations) s.ByLocation[l.Id] = tiles.Count(t => t.LocationId == l.Id);
|
|
s.InItOffice = tiles.Count(t => t.LocationId == "it-office"); s.WithUser = tiles.Count(t => t.LocationId == "with-user");
|
|
s.AtRepairer = tiles.Count(t => t.LocationId == "at-repairer");
|
|
foreach (var tile in tiles)
|
|
{
|
|
var st = tile.StatusOverride ?? "Open";
|
|
if (!s.ByStatus.ContainsKey(st)) s.ByStatus[st] = 0; s.ByStatus[st]++;
|
|
}
|
|
foreach (var tile in tiles.Where(t => !string.IsNullOrEmpty(t.AssignedTechId)))
|
|
{
|
|
var tn = tile.AssignedTechName ?? tile.AssignedTechId;
|
|
if (!s.ByTech.ContainsKey(tn)) s.ByTech[tn] = 0; s.ByTech[tn]++;
|
|
}
|
|
return s;
|
|
}
|
|
|
|
private ServiceTicket CreateDefaultTicket(Job job)
|
|
{
|
|
var priority = _config.Priorities.FirstOrDefault(p => p.Id == _config.DefaultPriorityId);
|
|
DateTime? sla = (priority != null && priority.SlaHours > 0) ? job.OpenedDate.AddHours(priority.SlaHours) : (DateTime?)null;
|
|
string locId = _config.DefaultLocationId;
|
|
if (job.DeviceHeld.HasValue && !string.IsNullOrEmpty(job.DeviceHeldLocation))
|
|
{
|
|
var ml = _config.Locations.FirstOrDefault(l => l.Name.Equals(job.DeviceHeldLocation, StringComparison.OrdinalIgnoreCase));
|
|
if (ml != null) locId = ml.Id;
|
|
}
|
|
var techId = ResolveDiscoTechToId(job.OpenedTechUserId);
|
|
return new ServiceTicket
|
|
{
|
|
JobId = job.Id, Source = "disco", PriorityId = _config.DefaultPriorityId, LocationId = locId,
|
|
AssignedTechId = techId, EstimatedCompletion = job.ExpectedClosedDate,
|
|
SlaDeadline = sla, CreatedDate = DateTime.Now, LastModifiedDate = DateTime.Now
|
|
};
|
|
}
|
|
|
|
private string ResolveDiscoTechToId(string discoUserId)
|
|
{
|
|
if (string.IsNullOrEmpty(discoUserId)) return null;
|
|
foreach (var tech in _config.Technicians)
|
|
{
|
|
if (tech.DiscoUserIds != null)
|
|
{
|
|
foreach (var did in tech.DiscoUserIds)
|
|
{
|
|
if (did.Equals(discoUserId, StringComparison.OrdinalIgnoreCase)) return tech.Id;
|
|
}
|
|
}
|
|
}
|
|
return discoUserId;
|
|
}
|
|
}
|
|
}
|