public class CaseTimeBasedActionsBatch implements Database.Batchable<sObject>, Database.Stateful {
public String query;
public String queryFields;
public String caseOriginSelfServDelSys;
public String queuePXSelfServDelTimeout;
public DateTime timeStart_sendSelfServiceDeletionEmail;
public DateTime timeStart_selfServiceDeletionTimeout;
public DateTime timeStart_sendUnresponsiveEmail;
public DateTime timeStart_closeUnresponsiveCase;
public DateTime timeStart_reopenOnHoldCase;
public String criteria_sendSelfServiceDeletionEmail;
public String criteria_selfServiceDeletionTimeout;
public String criteria_sendUnresponsiveEmail;
public String criteria_closeUnresponsiveCase;
public String criteria_reopenOnHoldCase;
public CaseTimeBasedActionsBatch() {
queryFields = getQueryFields();
query = getQueryString();
}
public Database.QueryLocator start(Database.BatchableContext bc) {
return Database.getQueryLocator(query);
}
public String getQueryFields() {
List<String> fields = new List<String> {
'Origin',
'Owner.Name',
'Owner.Type',
'Status',
'CreatedDate',
'Language',
'ContactId',
'SuppliedEmail',
'Auto_Comment_Date__c',
'Threat_Non_Credible__c',
'On_Hold_End_Date__c',
'Last_Response_Date__c'
};
return String.join(fields, ',');
}
public String getQueryString () {
setTimeRanges();
setQueryCriterias();
return 'SELECT :queryFields FROM Case WHERE RecordType.DeveloperName = \'Player_Support\' AND (' +
criteria_sendSelfServiceDeletionEmail + ' OR ' +
criteria_selfServiceDeletionTimeout + ' OR ' +
criteria_sendUnresponsiveEmail + ' OR ' +
criteria_closeUnresponsiveCase + ' OR ' +
criteria_reopenOnHoldCase +')';
}
public void setTimeRanges() {
DateTime currentDT = DateTime.now();
timeStart_sendSelfServiceDeletionEmail = currentDT.addHours(
-Integer.valueOf(Case_Time_Based_Action__mdt.getInstance('SendSelfServiceDeletionEmail').Hours_Amount__c)
);
timeStart_selfServiceDeletionTimeout = currentDT.addHours(
-Integer.valueOf(Case_Time_Based_Action__mdt.getInstance('SelfServiceDeletionTimeout').Hours_Amount__c)
);
timeStart_sendUnresponsiveEmail = currentDT.addHours(
-Integer.valueOf(Case_Time_Based_Action__mdt.getInstance('SendUnresponsiveEmail').Hours_Amount__c)
);
timeStart_closeUnresponsiveCase = currentDT.addHours(
-Integer.valueOf(Case_Time_Based_Action__mdt.getInstance('CloseUnresponsiveCase').Hours_Amount__c)
);
timeStart_closeUnresponsiveCase = timeStart_closeUnresponsiveCase.date();
timeStart_reopenOnHoldCase = currentDT.addHours(
-Integer.valueOf(Case_Time_Based_Action__mdt.getInstance('ReopenOnHoldCase').Hours_Amount__c)
);
}
public void setQueryCriterias() {
criteria_sendSelfServiceDeletionEmail = '(Origin = :caseOriginSelfServDelSys AND Owner.Name = :queuePXSelfServDelTimeout AND Auto_Comment_Date__c = null AND CreatedDate >= :timeStart_sendSelfServiceDeletionEmail)';
criteria_selfServiceDeletionTimeout = '(Origin = :caseOriginSelfServDelSys AND Owner.Name = :queuePXSelfServDelTimeout AND Status = \'Pending\' AND CreatedDate >= :timeStart_selfServiceDeletionTimeout)';
criteria_sendUnresponsiveEmail = '(Owner.Type != \'Queue\' AND Threat_Non_Credible__c != \'Credible\' AND Status = \'Pending\' AND Auto_Comment_Date__c = null AND Last_Response_Date__c >= :timeStart_sendUnresponsiveEmail)';
criteria_closeUnresponsiveCase = '(Owner.Type != \'Queue\' AND Threat_Non_Credible__c != \'Credible\' AND Status = \'Pending\' AND Auto_Comment_Date__c != null AND Auto_Comment_Date__c >= :timeStart_closeUnresponsiveCase)';
criteria_reopenOnHoldCase = '(Owner.Type != \'Queue\' AND Status = \'On Hold\' AND On_Hold_End_Date__c >= :timeStart_reopenOnHoldCase)';
}
}
}
public class CaseTimeBasedActionsBatch implements Database.Batchable<sObject>, Database.Stateful {
public String query;
public String queryFields;
public String caseOriginSelfServDelSys;
public String queuePXSelfServDelTimeout;
public Map<String, Id> selfServDelEmailTemplateMap;
public Map<String, Id> unresponsiveEmailTemplateMap;
public Map<String, Id> queuesMap;
public List<String> caseOriginsToAvoid;
public DateTime timeStart_sendSelfServiceDeletionEmail;
public DateTime timeStart_selfServiceDeletionTimeout;
public DateTime timeStart_sendUnresponsiveEmail;
public DateTime timeStart_closeUnresponsiveCase;
public DateTime timeStart_reopenOnHoldCase;
public String criteria_sendSelfServiceDeletionEmail;
public String criteria_selfServiceDeletionTimeout;
public String criteria_sendUnresponsiveEmail;
public String criteria_closeUnresponsiveCase;
public String criteria_reopenOnHoldCase;
public CaseTimeBasedActionsBatch() {
caseOriginSelfServDelSys = 'Self-Service Deletion System';
queuePXSelfServDelTimeout = 'PX Self-Service Deletion Timeout';
selfServDelEmailTemplateMap = getSelfServDelEmailTemplatesMap();
unresponsiveEmailTemplateMap = getUnresponsiveEmailTemplatesMap();
queuesMap = getQueuesMap();
caseOriginsToAvoid = getCaseOriginsToAvoid();
queryFields = getQueryFields();
query = getQueryString();
}
public Database.QueryLocator start(Database.BatchableContext bc) {
return Database.getQueryLocator(query);
}
public void execute(Database.BatchableContext bc, List<SObject> records) {
for (SObject record : records) {
Case currentCase = (Case) record;
List<Case> casesToUpdate = new List<Case>();
String origin = currentCase.Origin;
String ownerName = currentCase.Owner.Name;
String ownerType = currentCase.Owner.Type;
String status = currentCase.Status;
String treatNonCredible = currentCase.Threat_Non_Credible__c;
String languageCode = currentCase.Language.right(2).toUpperCase();
Date autoCommentDate = currentCase.Auto_Comment_Date__c;
Datetime createdDate = currentCase.CreatedDate;
Datetime lastResponseDate = currentCase.Last_Response_Date__c;
Datetime onHoldDate = currentCase.On_Hold_End_Date__c;
if (
origin == caseOriginSelfServDelSys &&
ownerName == queuePXSelfServDelTimeout &&
autoCommentDate == null &&
createdDate >= timeStart_sendSelfServiceDeletionEmail
) {
Id templateId = selfServDelEmailTemplateMap.get(languageCode) == null ? selfServDelEmailTemplateMap.get('EN') : selfServDelEmailTemplateMap.get(languageCode);
callPXEmailsFlow(currentCase, templateId);
currentCase.Status = 'Pending';
casesToUpdate.add(currentCase);
} else if (
origin == caseOriginSelfServDelSys &&
ownerName == queuePXSelfServDelTimeout &&
status == 'Pending' &&
createdDate >= timeStart_selfServiceDeletionTimeout
) {
currentCase.OwnerId = queuesMap.get(languageCode) == null ? queuesMap.get('EN') : queuesMap.get(languageCode);
currentCase.Status = 'Open';
casesToUpdate.add(currentCase);
} else if (
ownerType != 'Queue' &&
treatNonCredible != 'Credible' &&
status == 'Pending' &&
autoCommentDate == null &&
lastResponseDate >= timeStart_sendUnresponsiveEmail
) {
Id templateId = unresponsiveEmailTemplateMap.get(languageCode) == null ? unresponsiveEmailTemplateMap.get('EN') : unresponsiveEmailTemplateMap.get(languageCode);
callPXEmailsFlow(currentCase, templateId);
currentCase.Auto_Comment_Date__c = Date.today();
casesToUpdate.add(currentCase);
} else if (
ownerType != 'Queue' &&
treatNonCredible != 'Credible' &&
status == 'Pending' &&
autoCommentDate >= timeStart_closeUnresponsiveCase.date()
) {
currentCase.Status = 'Closed';
currentCase.Reason = 'Auto Closed - Unresponsive';
casesToUpdate.add(currentCase);
if (!caseOriginsToAvoid.contains(origin)) {
callCSATFlow(currentCase.Id);
}
} else if (
ownerType != 'Queue' &&
status == 'On Hold' &&
onHoldDate >= timeStart_reopenOnHoldCase
) {
currentCase.Status = 'Open';
casesToUpdate.add(currentCase);
}
if (!casesToUpdate.isEmpty() && !Test.isRunningTest()) {
update casesToUpdate;
}
}
}
}
public void finish(Database.BatchableContext bc) {
CaseHistoryTimeBasedActionsBatch batchJob = new CaseHistoryTimeBasedActionsBatch();
Database.executeBatch(batchJob, 200);
}
public String getQueryFields() {
List<String> fields = new List<String> {
'Origin',
'Owner.Name',
'Owner.Type',
'Status',
'CreatedDate',
'Language',
'ContactId',
'SuppliedEmail',
'Auto_Comment_Date__c',
'Threat_Non_Credible__c',
'On_Hold_End_Date__c',
'Last_Response_Date__c'
};
return String.join(fields, ',');
}
public String getQueryString () {
setTimeRanges();
setQueryCriterias();
return 'SELECT :queryFields FROM Case WHERE RecordType.DeveloperName = \'Player_Support\' AND (' +
criteria_sendSelfServiceDeletionEmail + ' OR ' +
criteria_selfServiceDeletionTimeout + ' OR ' +
criteria_sendUnresponsiveEmail + ' OR ' +
criteria_closeUnresponsiveCase + ' OR ' +
criteria_reopenOnHoldCase +')';
}
public Map<String, Id> getSelfServDelEmailTemplatesMap() {
Map<String, Id> finalMap = new Map<String, Id>();
Map<String, String> namesMap = new Map<String, String> {
'AR' => 'PX_Self-Service_Deletion_AR',
'DE' => 'PX_Self-Service_Deletion_DE',
'EN' => 'PX_Self-Service_Deletion_EN',
'ES' => 'PX_Self-Service_Deletion_ES',
'FR' => 'PX_Self-Service_Deletion_FR',
'IT' => 'PX_Self-Service_Deletion_IT',
'JA' => 'PX_Self-Service_Deletion_JA',
'KO' => 'PX_Self-Service_Deletion_KO',
'PL' => 'PX_Self-Service_Deletion_PL',
'PT' => 'PX_Self-Service_Deletion_PT',
'RU' => 'PX_Self-Service_Deletion_RU',
'TH' => 'PX_Self-Service_Deletion_TH',
'TR' => 'PX_Self-Service_Deletion_TR',
'ZH' => 'PX_Self-Service_Deletion_ZH'
};
List<EmailTemplate> templateLst = [
SELECT Id, Name
FROM EmailTemplate
WHERE Name IN :namesMap.values()
];
for (String langCode : namesMap.keySet()) {
for (EmailTemplate template : templateLst) {
if (template.Name.right(2) == langCode) {
finalMap.put(langCode, template.Id);
}
}
}
}
return finalMap;
}
public Map<String, Id> getUnresponsiveEmailTemplatesMap() {
Map<String, Id> finalMap = new Map<String, Id>();
Map<String, String> namesMap = new Map<String, String> {
'AR' => 'PX_Unresponsive_AR',
'DE' => 'PX_Unresponsive_DE',
'EN' => 'PX_Unresponsive_EN',
'ES' => 'PX_Unresponsive_ES',
'FR' => 'PX_Unresponsive_FR',
'IT' => 'PX_Unresponsive_IT',
'JA' => 'PX_Unresponsive_JA',
'KO' => 'PX_Unresponsive_KO',
'PL' => 'PX_Unresponsive_PL',
'PT' => 'PX_Unresponsive_PT',
'RU' => 'PX_Unresponsive_RU',
'TH' => 'PX_Unresponsive_TH',
'TR' => 'PX_Unresponsive_TR',
'ZH' => 'PX_Unresponsive_ZH'
};
List<EmailTemplate> templateLst = [
SELECT Id, Name
FROM EmailTemplate
WHERE Name IN :namesMap.values()
];
for (String langCode : namesMap.keySet()) {
for (EmailTemplate template : templateLst) {
if (template.Name.right(2) == langCode) {
finalMap.put(langCode, template.Id);
}
}
}
}
return finalMap;
}
public Map<String, Id> getQueuesMap() {
Map<String, Id> finalMap = new Map<String, Id>();
Map<String, String> namesMap = new Map<String, String> {
'AR' => 'PX T1 AR General',
'DE' => 'PX T1 DE General',
'EN' => 'PX T1 EN General',
'ES' => 'PX T1 ES General',
'FR' => 'PX T1 FR General',
'IT' => 'PX T1 IT General',
'JA' => 'PX T1 JA General',
'KO' => 'PX T1 KO General',
'PL' => 'PX T1 PL General',
'PT' => 'PX T1 PT General',
'RU' => 'PX T1 RU General',
'TH' => 'PX T1 TH Genera',
'TR' => 'PX T1 TR General',
'ZH' => 'PX T1 ZH General'
};
List<Group> queueLst = [
SELECT Id, Name
FROM Group
WHERE type = 'Queue'
AND Name IN :namesMap.values()
];
for (String langCode : namesMap.keySet()) {];
for (String langCode : namesMap.keySet()) {
for (Group groupRec : queueLst) {
if (groupRec.Name.right(2) == langCode) {
finalMap.put(langCode, groupRec.Id);
}
}
}
}
return finalMap;
}
public List<String> getCaseOriginsToAvoid() {
return new List<String> {
'Epic Entitlements Email',
'Epic Escalations Email',
'Epic Partners Email',
'Epic DMCA Email',
'Epic Departure Email',
'Epic DMCA Form',
'Epic Report A Creator Email',
'Contract Departure Email'
};
}
public void setTimeRanges() {
DateTime currentDT = DateTime.now();
timeStart_sendSelfServiceDeletionEmail = currentDT.addHours(
-Integer.valueOf(Case_Time_Based_Action__mdt.getInstance('SendSelfServiceDeletionEmail').Hours_Amount__c)
);
timeStart_selfServiceDeletionTimeout = currentDT.addHours(
-Integer.valueOf(Case_Time_Based_Action__mdt.getInstance('SelfServiceDeletionTimeout').Hours_Amount__c)
);
timeStart_sendUnresponsiveEmail = currentDT.addHours(
-Integer.valueOf(Case_Time_Based_Action__mdt.getInstance('SendUnresponsiveEmail').Hours_Amount__c)
);
timeStart_closeUnresponsiveCase = currentDT.addHours(
-Integer.valueOf(Case_Time_Based_Action__mdt.getInstance('CloseUnresponsiveCase').Hours_Amount__c)
);
timeStart_closeUnresponsiveCase = timeStart_closeUnresponsiveCase.date();
timeStart_reopenOnHoldCase = currentDT.addHours(
-Integer.valueOf(Case_Time_Based_Action__mdt.getInstance('ReopenOnHoldCase').Hours_Amount__c)
);
}
public void setQueryCriterias() {
criteria_sendSelfServiceDeletionEmail = '(Origin = :caseOriginSelfServDelSys AND Owner.Name = :queuePXSelfServDelTimeout AND Auto_Comment_Date__c = null AND CreatedDate >= :timeStart_sendSelfServiceDeletionEmail)';
criteria_selfServiceDeletionTimeout = '(Origin = :caseOriginSelfServDelSys AND Owner.Name = :queuePXSelfServDelTimeout AND Status = \'Pending\' AND CreatedDate >= :timeStart_selfServiceDeletionTimeout)';
criteria_sendUnresponsiveEmail = '(Owner.Type != \'Queue\' AND Threat_Non_Credible__c != \'Credible\' AND Status = \'Pending\' AND Auto_Comment_Date__c = null AND Last_Response_Date__c >= :timeStart_sendUnresponsiveEmail)';
criteria_closeUnresponsiveCase = '(Owner.Type != \'Queue\' AND Threat_Non_Credible__c != \'Credible\' AND Status = \'Pending\' AND Auto_Comment_Date__c != null AND Auto_Comment_Date__c >= :timeStart_closeUnresponsiveCase)';
criteria_reopenOnHoldCase = '(Owner.Type != \'Queue\' AND Status = \'On Hold\' AND On_Hold_End_Date__c >= :timeStart_reopenOnHoldCase)';
}
public void callPXEmailsFlow(Case caseRecord, Id templateId) {
try {
Map<String, Object> params = new Map<String, Object>();
params.put('rec_Case', caseRecord);
params.put('var_template_Id', templateId);
Flow.Interview.PX_Support_Emails flowObj = new Flow.Interview.PX_Support_Emails(params);
flowObj.start();
} catch (Exception ex) {
}
}
}
public void callCSATFlow(Id caseId) {
try {
Map<String, Object> params = new Map<String, Object>();
params.put('recordId', caseId);
Flow.Interview.PX_Send_CSAT flowObj = new Flow.Interview.PX_Send_CSAT(params);
flowObj.start();
} catch (Exception ex) {
}
}
}
}
Maybe another pair of eyes could see what I couldn't during these dayusdays. I really appreciate any help. Thank you so much!
