aaf70cf1cf
* feat: add push notification when SLA missed * chore: sent notification only for inbox members * feat: add conv particpants+admins to SLA notification list * chore: add spec to ensure notification is created * chore: refactor to multiple alerts for SLA conditions * chore: add sla_policy as secondary_actor in notification
106 lines
3.8 KiB
Ruby
106 lines
3.8 KiB
Ruby
class Sla::EvaluateAppliedSlaService
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pattr_initialize [:applied_sla!]
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def perform
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check_sla_thresholds
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# We will calculate again in the next iteration
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return unless applied_sla.conversation.resolved?
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# No SLA missed, so marking as hit as conversation is resolved
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handle_hit_sla(applied_sla) if applied_sla.active?
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end
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private
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def check_sla_thresholds
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[:first_response_time_threshold, :next_response_time_threshold, :resolution_time_threshold].each do |threshold|
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next if applied_sla.sla_policy.send(threshold).blank?
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send("check_#{threshold}", applied_sla, applied_sla.conversation, applied_sla.sla_policy)
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end
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end
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def still_within_threshold?(threshold)
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Time.zone.now.to_i < threshold
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end
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def check_first_response_time_threshold(applied_sla, conversation, sla_policy)
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threshold = conversation.created_at.to_i + sla_policy.first_response_time_threshold.to_i
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return if first_reply_was_within_threshold?(conversation, threshold)
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return if still_within_threshold?(threshold)
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handle_missed_sla(applied_sla, 'frt')
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end
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def first_reply_was_within_threshold?(conversation, threshold)
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conversation.first_reply_created_at.present? && conversation.first_reply_created_at.to_i <= threshold
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end
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def check_next_response_time_threshold(applied_sla, conversation, sla_policy)
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# still waiting for first reply, so covered under first response time threshold
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return if conversation.first_reply_created_at.blank?
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# Waiting on customer response, no need to check next response time threshold
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return if conversation.waiting_since.blank?
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threshold = conversation.waiting_since.to_i + sla_policy.next_response_time_threshold.to_i
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return if still_within_threshold?(threshold)
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handle_missed_sla(applied_sla, 'nrt')
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end
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def check_resolution_time_threshold(applied_sla, conversation, sla_policy)
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return if conversation.resolved?
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threshold = conversation.created_at.to_i + sla_policy.resolution_time_threshold.to_i
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return if still_within_threshold?(threshold)
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handle_missed_sla(applied_sla, 'rt')
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end
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def handle_missed_sla(applied_sla, type)
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return unless applied_sla.active?
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applied_sla.update!(sla_status: 'missed')
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generate_notifications_for_sla(applied_sla, type)
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Rails.logger.warn "SLA missed for conversation #{applied_sla.conversation.id} " \
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"in account #{applied_sla.account_id} " \
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"for sla_policy #{applied_sla.sla_policy.id}"
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end
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def handle_hit_sla(applied_sla)
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return unless applied_sla.active?
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applied_sla.update!(sla_status: 'hit')
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Rails.logger.info "SLA hit for conversation #{applied_sla.conversation.id} " \
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"in account #{applied_sla.account_id} " \
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"for sla_policy #{applied_sla.sla_policy.id}"
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end
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def generate_notifications_for_sla(applied_sla, type)
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notify_users = applied_sla.conversation.conversation_participants.map(&:user)
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# add all admins from the account to notify list
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notify_users += applied_sla.account.administrators
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# ensure conversation assignee is notified
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notify_users += [applied_sla.conversation.assignee] if applied_sla.conversation.assignee.present?
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notification_type = if type == 'frt'
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'sla_missed_first_response'
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elsif type == 'nrt'
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'sla_missed_next_response'
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else
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'sla_missed_resolution'
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end
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notify_users.uniq.each do |user|
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NotificationBuilder.new(
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notification_type: notification_type,
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user: user,
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account: applied_sla.account,
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primary_actor: applied_sla.conversation,
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secondary_actor: applied_sla.sla_policy
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).perform
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end
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end
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end
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