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Merge pull request #95 from abhinavxd/feat/sla-metric-next-response-time

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Feature : Next response SLA metric
This commit is contained in:
Abhinav Raut
2025-05-27 03:19:52 +05:30
committed by GitHub
parent cb1ec7eb8e 696e4780ac
commit 1f8fdf2ef6
22 changed files with 1060 additions and 385 deletions
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1
cmd/messages.go
View File

@@ -173,6 +173,5 @@ func handleSendMessage(r *fastglue.Request) error {
// Evaluate automation rules.
app.automation.EvaluateConversationUpdateRules(cuuid, models.EventConversationMessageOutgoing)
}
return r.SendEnvelope(true)
}

92
cmd/sla.go
View File

@@ -29,7 +29,7 @@ func handleGetSLA(r *fastglue.Request) error {
)
id, err := strconv.Atoi(r.RequestCtx.UserValue("id").(string))
if err != nil || id == 0 {
return r.SendErrorEnvelope(fasthttp.StatusBadRequest, app.i18n.Ts("globals.messages.invalid", "name", "SLA `id`"), nil, envelope.InputError)
return r.SendErrorEnvelope(fasthttp.StatusBadRequest, app.i18n.Ts("globals.messages.invalid", "name", "`id`"), nil, envelope.InputError)
}
sla, err := app.sla.Get(id)
@@ -54,7 +54,7 @@ func handleCreateSLA(r *fastglue.Request) error {
return sendErrorEnvelope(r, err)
}
if err := app.sla.Create(sla.Name, sla.Description, sla.FirstResponseTime, sla.ResolutionTime, sla.Notifications); err != nil {
if err := app.sla.Create(sla.Name, sla.Description, sla.FirstResponseTime, sla.ResolutionTime, sla.NextResponseTime, sla.Notifications); err != nil {
return sendErrorEnvelope(r, err)
}
@@ -70,7 +70,7 @@ func handleUpdateSLA(r *fastglue.Request) error {
id, err := strconv.Atoi(r.RequestCtx.UserValue("id").(string))
if err != nil || id == 0 {
return r.SendErrorEnvelope(fasthttp.StatusBadRequest, app.i18n.Ts("globals.messages.invalid", "name", "SLA `id`"), nil, envelope.InputError)
return r.SendErrorEnvelope(fasthttp.StatusBadRequest, app.i18n.Ts("globals.messages.invalid", "name", "`id`"), nil, envelope.InputError)
}
if err := r.Decode(&sla, "json"); err != nil {
@@ -81,11 +81,11 @@ func handleUpdateSLA(r *fastglue.Request) error {
return sendErrorEnvelope(r, err)
}
if err := app.sla.Update(id, sla.Name, sla.Description, sla.FirstResponseTime, sla.ResolutionTime, sla.Notifications); err != nil {
if err := app.sla.Update(id, sla.Name, sla.Description, sla.FirstResponseTime, sla.ResolutionTime, sla.NextResponseTime, sla.Notifications); err != nil {
return sendErrorEnvelope(r, err)
}
return r.SendEnvelope("SLA updated successfully.")
return r.SendEnvelope(true)
}
// handleDeleteSLA deletes the SLA with the given ID.
@@ -95,7 +95,7 @@ func handleDeleteSLA(r *fastglue.Request) error {
)
id, err := strconv.Atoi(r.RequestCtx.UserValue("id").(string))
if err != nil || id == 0 {
return r.SendErrorEnvelope(fasthttp.StatusBadRequest, app.i18n.Ts("globals.messages.invalid", "name", "SLA `id`"), nil, envelope.InputError)
return r.SendErrorEnvelope(fasthttp.StatusBadRequest, app.i18n.Ts("globals.messages.invalid", "name", "`id`"), nil, envelope.InputError)
}
if err = app.sla.Delete(id); err != nil {
@@ -108,51 +108,79 @@ func handleDeleteSLA(r *fastglue.Request) error {
// validateSLA validates the SLA policy and returns an envelope.Error if any validation fails.
func validateSLA(app *App, sla *smodels.SLAPolicy) error {
if sla.Name == "" {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.empty", "name", "SLA `name`"), nil)
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.empty", "name", "`name`"), nil)
}
if sla.FirstResponseTime == "" {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.empty", "name", "SLA `first_response_time`"), nil)
}
if sla.ResolutionTime == "" {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.empty", "name", "SLA `resolution_time`"), nil)
if sla.FirstResponseTime.String == "" && sla.NextResponseTime.String == "" && sla.ResolutionTime.String == "" {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.empty", "name", "At least one of `first_response_time`, `next_response_time`, or `resolution_time` must be provided."), nil)
}
// Validate notifications if any
// Validate notifications if any.
for _, n := range sla.Notifications {
if n.Type == "" {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.empty", "name", "SLA notification `type`"), nil)
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.empty", "name", "`type`"), nil)
}
if n.TimeDelayType == "" {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.empty", "name", "SLA notification `time_delay_type`"), nil)
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.empty", "name", "`time_delay_type`"), nil)
}
if n.Metric == "" {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.empty", "name", "`metric`"), nil)
}
if n.TimeDelayType != "immediately" {
if n.TimeDelay == "" {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.empty", "name", "SLA notification `time_delay`"), nil)
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.empty", "name", "`time_delay`"), nil)
}
// Validate time delay duration.
td, err := time.ParseDuration(n.TimeDelay)
if err != nil {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`time_delay`"), nil)
}
if td.Minutes() < 1 {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`time_delay`"), nil)
}
}
if len(n.Recipients) == 0 {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.empty", "name", "SLA notification `recipients`"), nil)
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.empty", "name", "`recipients`"), nil)
}
}
// Validate time duration strings
frt, err := time.ParseDuration(sla.FirstResponseTime)
if err != nil {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`first_response_time`"), nil)
}
if frt.Minutes() < 1 {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`first_response_time`"), nil)
// Validate first response time duration string if not empty.
if sla.FirstResponseTime.String != "" {
frt, err := time.ParseDuration(sla.FirstResponseTime.String)
if err != nil {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`first_response_time`"), nil)
}
if frt.Minutes() < 1 {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`first_response_time`"), nil)
}
}
rt, err := time.ParseDuration(sla.ResolutionTime)
if err != nil {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`resolution_time`"), nil)
// Validate resolution time duration string if not empty.
if sla.ResolutionTime.String != "" {
rt, err := time.ParseDuration(sla.ResolutionTime.String)
if err != nil {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`resolution_time`"), nil)
}
if rt.Minutes() < 1 {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`resolution_time`"), nil)
}
// Compare with first response time if both are present.
if sla.FirstResponseTime.String != "" {
frt, _ := time.ParseDuration(sla.FirstResponseTime.String)
if frt > rt {
return envelope.NewError(envelope.InputError, app.i18n.T("sla.firstResponseTimeAfterResolution"), nil)
}
}
}
if rt.Minutes() < 1 {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`resolution_time`"), nil)
}
if frt > rt {
return envelope.NewError(envelope.InputError, app.i18n.T("sla.firstResponseTimeAfterResolution"), nil)
// Validate next response time duration string if not empty.
if sla.NextResponseTime.String != "" {
nrt, err := time.ParseDuration(sla.NextResponseTime.String)
if err != nil {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`next_response_time`"), nil)
}
if nrt.Minutes() < 1 {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`next_response_time`"), nil)
}
}
return nil

2
frontend/src/components/sidebar/Sidebar.vue
View File

@@ -340,7 +340,7 @@ const viewInboxOpen = useStorage('viewInboxOpen', true)
<router-link :to="{ name: 'inbox', params: { type: 'all' } }">
<UsersRound />
<span>
{{ t('navigation.all') }}
{{ t('globals.messages.all') }}
</span>
</router-link>
</SidebarMenuButton>

149
frontend/src/features/admin/sla/SLAForm.vue
View File

@@ -27,7 +27,7 @@
<Input type="text" placeholder="6h" v-bind="componentField" />
</FormControl>
<FormDescription>
{{ t('admin.sla.firstResponseTime.description') }}
{{ t('globals.messages.golangDurationHoursMinutes') }}
</FormDescription>
<FormMessage />
</FormItem>
@@ -39,7 +39,20 @@
<FormControl>
<Input type="text" placeholder="24h" v-bind="componentField" />
</FormControl>
<FormDescription>{{ t('admin.sla.resolutionTime.description') }} </FormDescription>
<FormDescription>{{ t('globals.messages.golangDurationHoursMinutes') }} </FormDescription>
<FormMessage />
</FormItem>
</FormField>
<FormField v-slot="{ componentField }" name="next_response_time">
<FormItem>
<FormLabel>{{ t('admin.sla.nextResponseTime') }}</FormLabel>
<FormControl>
<Input type="text" placeholder="30m" v-bind="componentField" />
</FormControl>
<FormDescription>
{{ t('globals.messages.golangDurationHoursMinutes') }}
</FormDescription>
<FormMessage />
</FormItem>
</FormField>
@@ -93,16 +106,19 @@
</span>
<div>
<div class="font-medium text-foreground">
{{ notification.type === 'warning' ? t('admin.sla.warning') : t('admin.sla.breach') }} {{ t('admin.sla.notification') }}
{{
notification.type === 'warning' ? t('admin.sla.warning') : t('admin.sla.breach')
}}
{{ t('globals.terms.alert').toLowerCase() }}
</div>
<p class="text-xs text-muted-foreground">
{{ notification.type === 'warning' ? 'Pre-breach alert' : 'Post-breach action' }}
{{ notification.type === 'warning' ? 'Pre-breach alert' : 'Post-breach alert' }}
</p>
</div>
</div>
<Button
variant="ghost"
size="sm"
size="xs"
@click.prevent="removeNotification(index)"
class="opacity-70 hover:opacity-100 text-muted-foreground hover:text-foreground"
>
@@ -126,16 +142,16 @@
{{ t('admin.sla.triggerTiming') }}
</FormLabel>
<FormControl>
<Select v-bind="componentField" class="hover:border-foreground/30">
<Select v-bind="componentField">
<SelectTrigger class="w-full">
<SelectValue />
</SelectTrigger>
<SelectContent>
<SelectGroup>
<SelectItem value="immediately" class="focus:bg-accent">
<SelectItem value="immediately">
{{ t('admin.sla.immediatelyOnBreach') }}
</SelectItem>
<SelectItem value="after" class="focus:bg-accent">
<SelectItem value="after">
{{ t('admin.sla.afterSpecificDuration') }}
</SelectItem>
</SelectGroup>
@@ -149,26 +165,23 @@
<FormItem v-if="shouldShowTimeDelay(index)">
<FormLabel class="flex items-center gap-1.5 text-sm font-medium">
<Hourglass class="w-4 h-4 text-muted-foreground" />
{{ notification.type === 'warning' ? t('admin.sla.advanceWarning') : t('admin.sla.followUpDelay') }}
{{
notification.type === 'warning'
? t('admin.sla.advanceWarning')
: t('admin.sla.followUpDelay')
}}
</FormLabel>
<FormControl>
<Select v-bind="componentField" class="hover:border-foreground/30">
<SelectTrigger class="w-full">
<SelectValue :placeholder="t('admin.sla.selectDuration')" />
</SelectTrigger>
<SelectContent>
<SelectGroup>
<SelectItem
v-for="duration in delayDurations"
:key="duration"
:value="duration"
class="focus:bg-accent"
>
{{ duration }}
</SelectItem>
</SelectGroup>
</SelectContent>
</Select>
<Input
type="text"
:placeholder="
t('globals.messages.enter', {
name: t('globals.terms.duration').toLowerCase()
})
"
v-bind="componentField"
@keydown.enter.prevent
/>
</FormControl>
<FormMessage />
</FormItem>
@@ -185,7 +198,7 @@
<FormItem>
<FormLabel class="flex items-center gap-1.5 text-sm font-medium">
<Users class="w-4 h-4 text-muted-foreground" />
{{ t('admin.sla.notificationRecipients') }}
{{ t('admin.sla.alertRecipients') }}
</FormLabel>
<FormControl>
<SelectTag
@@ -205,6 +218,45 @@
</FormItem>
</FormField>
</div>
<FormField :name="`notifications.${index}.metric`" v-slot="{ componentField }">
<FormItem>
<FormLabel class="flex items-center gap-1.5 text-sm font-medium">
<SlidersHorizontal class="w-4 h-4 text-muted-foreground" />
{{ t('globals.terms.slaMetric') }}
</FormLabel>
<FormControl>
<Select v-bind="componentField">
<SelectTrigger class="w-full">
<SelectValue
:placeholder="
t('form.field.select', {
name: t('globals.terms.slaMetric').toLowerCase()
})
"
/>
</SelectTrigger>
<SelectContent>
<SelectGroup>
<SelectItem value="all">
{{ t('globals.messages.all') }}
</SelectItem>
<SelectItem value="first_response">
{{ t('admin.sla.firstResponseTime') }}
</SelectItem>
<SelectItem value="next_response">
{{ t('admin.sla.nextResponseTime') }}
</SelectItem>
<SelectItem value="resolution">
{{ t('admin.sla.resolutionTime') }}
</SelectItem>
</SelectGroup>
</SelectContent>
</Select>
</FormControl>
<FormMessage />
</FormItem>
</FormField>
</div>
</div>
</div>
@@ -215,7 +267,7 @@
class="flex flex-col items-center justify-center p-8 space-y-3 rounded-xl bg-muted/30 border border-dashed"
>
<Bell class="w-8 h-8 text-muted-foreground" />
<p class="text-sm text-muted-foreground">{{ t('admin.sla.noNotificationsConfigured') }}</p>
<p class="text-sm text-muted-foreground">{{ t('admin.sla.noAlertsConfigured') }}</p>
</div>
</div>
@@ -231,7 +283,17 @@ import { useForm } from 'vee-validate'
import { toTypedSchema } from '@vee-validate/zod'
import { createFormSchema } from './formSchema'
import { Button } from '@/components/ui/button'
import { X, Plus, Timer, CircleAlert, Users, Clock, Hourglass, Bell } from 'lucide-vue-next'
import {
X,
Plus,
Timer,
CircleAlert,
Users,
Clock,
Hourglass,
Bell,
SlidersHorizontal
} from 'lucide-vue-next'
import { useUsersStore } from '@/stores/users'
import {
FormControl,
@@ -274,27 +336,11 @@ const props = defineProps({
const usersStore = useUsersStore()
const submitLabel = computed(() => {
return props.submitLabel || (props.initialValues.id ? t('globals.buttons.update') : t('globals.buttons.create'))
return (
props.submitLabel ||
(props.initialValues.id ? t('globals.buttons.update') : t('globals.buttons.create'))
)
})
const delayDurations = [
'5m',
'10m',
'15m',
'30m',
'45m',
'1h',
'2h',
'3h',
'4h',
'5h',
'6h',
'7h',
'8h',
'9h',
'10h',
'11h',
'12h'
]
const { t } = useI18n()
const form = useForm({
@@ -320,7 +366,8 @@ const addNotification = (type) => {
type: type,
time_delay_type: type === 'warning' ? 'before' : 'immediately',
time_delay: type === 'warning' ? '10m' : '',
recipients: []
recipients: [],
metric: 'all'
})
form.setFieldValue('notifications', notifications)
}
@@ -341,6 +388,8 @@ watch(
const transformedNotifications = (newValues.notifications || []).map((notification) => ({
...notification,
// Default value, notification applies to all metrics unless specified.
metric: notification.metric || 'all',
time_delay_type:
notification.type === 'warning'
? 'before'

123
frontend/src/features/admin/sla/formSchema.js
View File

@@ -1,54 +1,79 @@
import * as z from 'zod'
import { isGoHourMinuteDuration } from '@/utils/strings'
export const createFormSchema = (t) => z.object({
name: z
.string()
.min(1, { message: t('admin.sla.name.valid') })
.max(255, { message: t('admin.sla.name.valid') }),
description: z
.string()
.min(1, { message: t('admin.sla.description.valid') })
.max(255, { message: t('admin.sla.description.valid') }),
first_response_time: z.string().refine(isGoHourMinuteDuration, {
message:
t('globals.messages.goHourMinuteDuration'),
}),
resolution_time: z.string().refine(isGoHourMinuteDuration, {
message:
t('globals.messages.goHourMinuteDuration'),
}),
notifications: z
.array(
z
.object({
type: z.enum(['breach', 'warning']),
time_delay_type: z.enum(['immediately', 'after', 'before']),
time_delay: z.string().optional(),
recipients: z
.array(z.string())
.min(1, { message: t('globals.messages.atleastOneRecipient') })
export const createFormSchema = (t) =>
z
.object({
name: z
.string()
.min(1, { message: t('admin.sla.name.valid') })
.max(255, { message: t('admin.sla.name.valid') }),
description: z
.string()
.min(1, { message: t('admin.sla.description.valid') })
.max(255, { message: t('admin.sla.description.valid') }),
first_response_time: z.string().nullable().optional().refine(val => !val || isGoHourMinuteDuration(val), {
message: t('globals.messages.goHourMinuteDuration'),
}),
resolution_time: z.string().nullable().optional().refine(val => !val || isGoHourMinuteDuration(val), {
message: t('globals.messages.goHourMinuteDuration'),
}),
next_response_time: z.string().nullable().optional().refine(val => !val || isGoHourMinuteDuration(val), {
message: t('globals.messages.goHourMinuteDuration'),
}),
notifications: z
.array(
z
.object({
type: z.enum(['breach', 'warning']),
time_delay_type: z.enum(['immediately', 'after', 'before']),
time_delay: z.string().optional(),
metric: z.enum(['first_response', 'resolution', 'next_response', 'all']),
recipients: z
.array(z.string())
.min(1, { message: t('globals.messages.atleastOneRecipient') }),
})
.superRefine((obj, ctx) => {
if (obj.time_delay_type !== 'immediately') {
if (!obj.time_delay || obj.time_delay === '') {
ctx.addIssue({
code: z.ZodIssueCode.custom,
message: t('globals.messages.required'),
path: ['time_delay'],
});
} else if (!isGoHourMinuteDuration(obj.time_delay)) {
ctx.addIssue({
code: z.ZodIssueCode.custom,
message: t('globals.messages.goHourMinuteDuration'),
path: ['time_delay'],
});
}
}
})
)
.optional()
.default([]),
})
.superRefine((data, ctx) => {
const { first_response_time, resolution_time, next_response_time } = data
const isEmpty = !first_response_time && !resolution_time && !next_response_time
if (isEmpty) {
const msg = t('admin.sla.atleastOneSLATimeRequired')
ctx.addIssue({
code: z.ZodIssueCode.custom,
path: ['first_response_time'],
message: msg,
})
.superRefine((obj, ctx) => {
if (obj.time_delay_type !== 'immediately') {
if (!obj.time_delay || obj.time_delay === '') {
ctx.addIssue({
code: z.ZodIssueCode.custom,
message:
t('admin.sla.delay.required'),
path: ['time_delay']
})
} else if (!isGoHourMinuteDuration(obj.time_delay)) {
ctx.addIssue({
code: z.ZodIssueCode.custom,
message:
t('globals.messages.goHourMinuteDuration'),
path: ['time_delay']
})
}
}
ctx.addIssue({
code: z.ZodIssueCode.custom,
path: ['resolution_time'],
message: msg,
})
)
.optional()
.default([])
})
ctx.addIssue({
code: z.ZodIssueCode.custom,
path: ['next_response_time'],
message: msg,
})
}
})

54
frontend/src/features/conversation/list/ConversationListItem.vue
View File

@@ -55,21 +55,38 @@
</div>
</div>
<div class="flex items-center mt-2 space-x-2">
<SlaBadge
v-if="conversation.first_response_deadline_at"
:dueAt="conversation.first_response_deadline_at"
:actualAt="conversation.first_reply_at"
:label="'FRD'"
:showExtra="false"
/>
<SlaBadge
v-if="conversation.resolution_deadline_at"
:dueAt="conversation.resolution_deadline_at"
:actualAt="conversation.resolved_at"
:label="'RD'"
:showExtra="false"
/>
<!-- SLA Badges -->
<div class="flex items-center">
<div :class="getSlaClass(frdStatus)">
<SlaBadge
:dueAt="conversation.first_response_deadline_at"
:actualAt="conversation.first_reply_at"
:label="'FRD'"
:showExtra="false"
@status="frdStatus = $event"
:key="`${conversation.uuid}-${conversation.first_response_deadline_at}-${conversation.first_reply_at}`"
/>
</div>
<div :class="getSlaClass(rdStatus)">
<SlaBadge
:dueAt="conversation.resolution_deadline_at"
:actualAt="conversation.resolved_at"
:label="'RD'"
:showExtra="false"
@status="rdStatus = $event"
:key="`${conversation.uuid}-${conversation.resolution_deadline_at}-${conversation.resolved_at}`"
/>
</div>
<div :class="getSlaClass(nrdStatus)">
<SlaBadge
:dueAt="conversation.next_response_deadline_at"
:actualAt="conversation.next_response_met_at"
:label="'NRD'"
:showExtra="false"
@status="nrdStatus = $event"
:key="`${conversation.uuid}-${conversation.next_response_deadline_at}-${conversation.next_response_met_at}`"
/>
</div>
</div>
</div>
</div>
@@ -77,7 +94,7 @@
</template>
<script setup>
import { computed } from 'vue'
import { ref, computed } from 'vue'
import { useRouter, useRoute } from 'vue-router'
import { formatTime } from '@/utils/datetime'
import { Mail, Reply } from 'lucide-vue-next'
@@ -86,6 +103,9 @@ import SlaBadge from '@/features/sla/SlaBadge.vue'
const router = useRouter()
const route = useRoute()
const frdStatus = ref('')
const rdStatus = ref('')
const nrdStatus = ref('')
const props = defineProps({
conversation: Object,
@@ -113,4 +133,6 @@ const trimmedLastMessage = computed(() => {
const message = props.conversation.last_message || ''
return message.length > 100 ? message.slice(0, 100) + '...' : message
})
const getSlaClass = (status) => (['overdue', 'remaining'].includes(status) ? 'mr-2' : '')
</script>

19
frontend/src/features/conversation/sidebar/ConversationInfo.vue
View File

@@ -1,9 +1,6 @@
<template>
<div class="space-y-4">
<div
class="flex flex-col"
v-if="conversation.subject"
>
<div class="flex flex-col" v-if="conversation.subject">
<p class="font-medium">{{ $t('form.field.subject') }}</p>
<Skeleton v-if="conversationStore.conversation.loading" class="w-32 h-4" />
<p v-else>
@@ -34,7 +31,7 @@
v-if="conversation.first_response_deadline_at"
:dueAt="conversation.first_response_deadline_at"
:actualAt="conversation.first_reply_at"
:key="conversation.uuid"
:key="`${conversation.uuid}-${conversation.first_response_deadline_at}-${conversation.first_reply_at}`"
/>
</div>
<Skeleton v-if="conversationStore.conversation.loading" class="w-32 h-4" />
@@ -53,7 +50,7 @@
v-if="conversation.resolution_deadline_at"
:dueAt="conversation.resolution_deadline_at"
:actualAt="conversation.resolved_at"
:key="conversation.uuid"
:key="`${conversation.uuid}-${conversation.resolution_deadline_at}-${conversation.resolved_at}`"
/>
</div>
<Skeleton v-if="conversationStore.conversation.loading" class="w-32 h-4" />
@@ -66,7 +63,15 @@
</div>
<div class="flex flex-col">
<p class="font-medium">{{ $t('form.field.lastReplyAt') }}</p>
<div class="flex justify-start items-center space-x-2">
<p class="font-medium">{{ $t('form.field.lastReplyAt') }}</p>
<SlaBadge
v-if="conversation.next_response_deadline_at"
:dueAt="conversation.next_response_deadline_at"
:actualAt="conversation.next_response_met_at"
:key="`${conversation.uuid}-${conversation.next_response_deadline_at}-${conversation.next_response_met_at}`"
/>
</div>
<Skeleton v-if="conversationStore.conversation.loading" class="w-32 h-4" />
<p v-if="conversation.last_reply_at">
{{ format(conversation.last_reply_at, 'PPpp') }}

17
frontend/src/features/sla/SlaBadge.vue
View File

@@ -32,7 +32,7 @@
</template>
<script setup>
import { ref } from 'vue'
import { ref, watch } from 'vue'
import { useSla } from '@/composables/useSla'
import { AlertCircle, CheckCircle, Clock } from 'lucide-vue-next'
const props = defineProps({
@@ -45,10 +45,17 @@ const props = defineProps({
}
})
let sla = null
if (props.dueAt) {
sla = useSla(ref(props.dueAt), ref(props.actualAt))
}
const emit = defineEmits(['status'])
let sla = useSla(ref(props.dueAt), ref(props.actualAt))
// Watch for status change and emit
watch(
sla,
(newVal) => {
if (newVal?.status) emit('status', newVal.status)
},
{ immediate: true }
)
</script>
<style scoped>

2
frontend/src/stores/conversation.js
View File

@@ -638,9 +638,11 @@ export const useConversationStore = defineStore('conversation', () => {
}
function updateConversationProp (update) {
// Update the current conversation if it matches the UUID.
if (conversation.data?.uuid === update.uuid) {
conversation.data[update.prop] = update.value
}
// Update the conversation in the list if it exists.
const existingConversation = conversations?.data?.find(c => c.uuid === update.uuid)
if (existingConversation) {
existingConversation[update.prop] = update.value

4
frontend/src/views/admin/sla/SLA.vue
View File

@@ -6,11 +6,11 @@
<template #help>
<p>
Configure SLA policies to set response and resolution time targets.
Configure SLA policies to set response, resolution and next response time targets.
</p>
<p>
SLAs help track team performance and ensure conversations are handled within expected timeframes.
Breached SLAs trigger notifications to relevant team members.
Breached SLAs trigger notifications to configured team members.
</p>
</template>
</AdminPageWithHelp>

36
i18n/en.json
View File

@@ -81,6 +81,10 @@
"globals.terms.key": "Key | Keys",
"globals.terms.note": "Note | Notes",
"globals.terms.ipAddress": "IP Address | IP Addresses",
"globals.terms.alert": "Alert | Alerts",
"globals.terms.duration": "Duration | Durations",
"globals.terms.slaMetric": "SLA Metric | SLA Metrics",
"globals.messages.golangDurationHoursMinutes": "Duration in hours or minutes. Example: 1h, 30m, 1h30m",
"globals.messages.badRequest": "Bad request",
"globals.messages.adjustFilters": "Try adjusting filters",
"globals.messages.errorUpdating": "Error updating {name}",
@@ -119,8 +123,10 @@
"globals.messages.create": "Create {name}",
"globals.messages.new": "New {name}",
"globals.messages.add": "Add {name}",
"globals.messages.all": "All {name}",
"globals.messages.denied": "{name} denied",
"globals.messages.noResults": "No {name} found",
"globals.messages.enter": "Enter {name}",
"globals.messages.yes": "Yes",
"globals.messages.no": "No",
"globals.messages.typeOf": "Type of {name}",
@@ -247,7 +253,6 @@
"navigation.inbox": "Inbox",
"navigation.myInbox": "My Inbox",
"navigation.unassigned": "Unassigned",
"navigation.all": "All",
"navigation.teamInboxes": "Team Inboxes",
"navigation.views": "Views",
"navigation.reassignReplies": "Reassign replies",
@@ -380,26 +385,23 @@
"admin.sla.deleteConfirmation": "This action cannot be undone. This will permanently delete this SLA policy.",
"admin.sla.name.valid": "SLA Policy name should be between 1 and 255 characters",
"admin.sla.description.valid": "SLA Policy description should be between 1 and 255 characters",
"admin.sla.delay.required": "Delay is required",
"admin.sla.firstResponseTime": "First Response Time",
"admin.sla.firstResponseTime.description": "Duration in hours or minutes. Example: 1h, 30m, 1h30m",
"admin.sla.resolutionTime": "Resolution Time",
"admin.sla.resolutionTime.description": "Duration in hours or minutes. Example: 1h, 30m, 1h30m",
"admin.sla.alertConfiguration": "Alert Configuration",
"admin.sla.alertConfiguration.description": "Set up notification triggers and recipients",
"admin.sla.addBreachAlert": "Add Breach Alert",
"admin.sla.addWarningAlert": "Add Warning Alert",
"admin.sla.firstResponseTime": "First response time",
"admin.sla.resolutionTime": "Resolution time",
"admin.sla.nextResponseTime": "Next response time",
"admin.sla.alertConfiguration": "Alert configuration",
"admin.sla.alertConfiguration.description": "Set up alert triggers and recipients",
"admin.sla.addBreachAlert": "Add breach alert",
"admin.sla.addWarningAlert": "Add warning alert",
"admin.sla.warning": "Warning",
"admin.sla.breach": "Breach",
"admin.sla.notification": "Notification",
"admin.sla.triggerTiming": "Trigger Timing",
"admin.sla.triggerTiming": "Trigger timing",
"admin.sla.immediatelyOnBreach": "Immediately on breach",
"admin.sla.afterSpecificDuration": "After specific duration",
"admin.sla.selectDuration": "Select duration...",
"admin.sla.advanceWarning": "Advance Warning",
"admin.sla.followUpDelay": "Follow Up Delay",
"admin.sla.notificationRecipients": "Notification Recipients",
"admin.sla.noNotificationsConfigured": "No notifications configured",
"admin.sla.advanceWarning": "Advance warning",
"admin.sla.followUpDelay": "Follow up delay",
"admin.sla.alertRecipients": "Alert recipients",
"admin.sla.noAlertsConfigured": "No alerts configured",
"admin.sla.atleastOneSLATimeRequired": "At least one of First Response Time, Next Response Time, or Resolution Time is required.",
"admin.conversationTags.edit.description": "Change the tag name. Click save when you're done.",
"admin.conversationTags.new.description": "Set tag name. Click save when you're done.",
"admin.conversationTags.updated": "Tag updated successfully",

6
i18n/mr.json
View File

@@ -361,15 +361,15 @@
"admin.sla.addWarningAlert": "चेतावणी सूचना जोडा",
"admin.sla.warning": "चेतावणी",
"admin.sla.breach": "उल्लंघन",
"admin.sla.notification": "सूचना",
"globals.terms.alert": "सूचना",
"admin.sla.triggerTiming": "ट्रिगर वेळ",
"admin.sla.immediatelyOnBreach": "उल्लंघनावर लगेच",
"admin.sla.afterSpecificDuration": "विशिष्ट कालावधीनंतर",
"admin.sla.selectDuration": "कालावधी निवडा...",
"admin.sla.advanceWarning": "अग्रिम चेतावणी",
"admin.sla.followUpDelay": "फॉलो अप विलंब",
"admin.sla.notificationRecipients": "सूचना प्राप्तकर्ते",
"admin.sla.noNotificationsConfigured": "सूचना कॉन्फिगर केलेल्या नाहीत",
"admin.sla.alertRecipients": "सूचना प्राप्तकर्ते",
"admin.sla.noAlertsConfigured": "सूचना कॉन्फिगर केलेल्या नाहीत",
"admin.conversationTags.edit.description": "टॅग नाव बदला. पूर्ण झाल्यावर जतन करा क्लिक करा.",
"admin.conversationTags.new.description": "टॅग नाव सेट करा. पूर्ण झाल्यावर जतन करा क्लिक करा.",
"admin.conversationTags.updated": "टॅग यशस्वीरित्या अद्ययावत केला",

40
internal/conversation/conversation.go
View File

@@ -82,6 +82,8 @@ type Manager struct {
type slaStore interface {
ApplySLA(startTime time.Time, conversationID, assignedTeamID, slaID int) (slaModels.SLAPolicy, error)
CreateNextResponseSLAEvent(conversationID, appliedSLAID, slaPolicyID, assignedTeamID int) (time.Time, error)
SetLatestSLAEventMetAt(appliedSLAID int, metric string) (time.Time, error)
}
type statusStore interface {
@@ -245,15 +247,22 @@ func (c *Manager) CreateConversation(contactID, contactChannelID, inboxID int, l
return id, uuid, nil
}
// GetConversation retrieves a conversation by its UUID.
// GetConversation retrieves a conversation by its ID or UUID.
func (c *Manager) GetConversation(id int, uuid string) (models.Conversation, error) {
var conversation models.Conversation
if err := c.q.GetConversation.Get(&conversation, id, uuid); err != nil {
var uuidParam any
if uuid != "" {
uuidParam = uuid
}
if err := c.q.GetConversation.Get(&conversation, id, uuidParam); err != nil {
if err == sql.ErrNoRows {
return conversation, envelope.NewError(envelope.InputError, c.i18n.Ts("globals.messages.notFound", "name", "{globals.terms.conversation}"), nil)
return conversation, envelope.NewError(envelope.InputError,
c.i18n.Ts("globals.messages.notFound", "name", "{globals.terms.conversation}"), nil)
}
c.lo.Error("error fetching conversation", "error", err)
return conversation, envelope.NewError(envelope.GeneralError, c.i18n.Ts("globals.messages.errorFetching", "name", "{globals.terms.conversation}"), nil)
return conversation, envelope.NewError(envelope.GeneralError,
c.i18n.Ts("globals.messages.errorFetching", "name", "{globals.terms.conversation}"), nil)
}
// Strip name and extract plain email from "Name <email>"
@@ -591,6 +600,19 @@ func (c *Manager) UpdateConversationStatus(uuid string, statusID int, status, sn
snoozeUntil = time.Now().Add(duration)
}
conversationBeforeChange, err := c.GetConversation(0, uuid)
if err != nil {
c.lo.Error("error fetching conversation before status change", "uuid", uuid, "error", err)
return envelope.NewError(envelope.GeneralError, c.i18n.Ts("globals.messages.errorFetching", "name", "{globals.terms.conversation}"), nil)
}
oldStatus := conversationBeforeChange.Status.String
// Status not changed? return early.
if oldStatus == status {
c.lo.Info("conversation status is unchanged", "uuid", uuid, "status", status)
return nil
}
// Update the conversation status.
if _, err := c.q.UpdateConversationStatus.Exec(uuid, status, snoozeUntil); err != nil {
c.lo.Error("error updating conversation status", "error", err)
@@ -604,6 +626,16 @@ func (c *Manager) UpdateConversationStatus(uuid string, statusID int, status, sn
// Broadcast updates using websocket.
c.BroadcastConversationUpdate(uuid, "status", status)
// Broadcast `resolved_at` if the status is changed to resolved, `resolved_at` is set only once when the conversation is resolved for the first time.
// Subsequent status changes to resolved will not update the `resolved_at` field.
if oldStatus != models.StatusResolved && status == models.StatusResolved {
resolvedAt := conversationBeforeChange.ResolvedAt.Time
if resolvedAt.IsZero() {
resolvedAt = time.Now()
}
c.BroadcastConversationUpdate(uuid, "resolved_at", resolvedAt.Format(time.RFC3339))
}
return nil
}

71
internal/conversation/message.go
View File

@@ -19,6 +19,7 @@ import (
"github.com/abhinavxd/libredesk/internal/image"
"github.com/abhinavxd/libredesk/internal/inbox"
mmodels "github.com/abhinavxd/libredesk/internal/media/models"
"github.com/abhinavxd/libredesk/internal/sla"
"github.com/abhinavxd/libredesk/internal/stringutil"
umodels "github.com/abhinavxd/libredesk/internal/user/models"
"github.com/lib/pq"
@@ -180,16 +181,35 @@ func (m *Manager) sendOutgoingMessage(message models.Message) {
return
}
// Update status of the message.
// Update status.
m.UpdateMessageStatus(message.UUID, models.MessageStatusSent)
// Update first and last reply time if the sender is not the system user.
// All automated messages are sent by the system user.
if systemUser, err := m.userStore.GetSystemUser(); err == nil && message.SenderID != systemUser.ID {
m.UpdateConversationFirstReplyAt(message.ConversationUUID, message.ConversationID, time.Now())
m.UpdateConversationLastReplyAt(message.ConversationUUID, message.ConversationID, time.Now())
} else if err != nil {
m.lo.Error("error fetching system user for updating first reply time", "error", err)
// Skip system user replies since we only update timestamps and SLA for human replies.
systemUser, err := m.userStore.GetSystemUser()
if err != nil {
m.lo.Error("error fetching system user", "error", err)
return
}
if message.SenderID != systemUser.ID {
conversation, err := m.GetConversation(message.ConversationID, "")
if err != nil {
m.lo.Error("error fetching conversation", "conversation_id", message.ConversationID, "error", err)
return
}
now := time.Now()
if conversation.FirstReplyAt.IsZero() {
m.UpdateConversationFirstReplyAt(message.ConversationUUID, message.ConversationID, now)
}
m.UpdateConversationLastReplyAt(message.ConversationUUID, message.ConversationID, now)
// Mark latest SLA event for next response as met.
metAt, err := m.slaStore.SetLatestSLAEventMetAt(conversation.AppliedSLAID.Int, sla.MetricNextResponse)
if err != nil && !errors.Is(err, sla.ErrLatestSLAEventNotFound) {
m.lo.Error("error setting next response SLA event `met_at`", "conversation_id", conversation.ID, "metric", sla.MetricNextResponse, "applied_sla_id", conversation.AppliedSLAID.Int, "error", err)
} else if !metAt.IsZero() {
m.BroadcastConversationUpdate(message.ConversationUUID, "next_response_met_at", metAt.Format(time.RFC3339))
}
}
}
@@ -276,15 +296,15 @@ func (m *Manager) GetMessage(uuid string) (models.Message, error) {
}
// UpdateMessageStatus updates the status of a message.
func (m *Manager) UpdateMessageStatus(uuid string, status string) error {
if _, err := m.q.UpdateMessageStatus.Exec(status, uuid); err != nil {
m.lo.Error("error updating message status", "error", err, "uuid", uuid)
func (m *Manager) UpdateMessageStatus(messageUUID string, status string) error {
if _, err := m.q.UpdateMessageStatus.Exec(status, messageUUID); err != nil {
m.lo.Error("error updating message status", "message_uuid", messageUUID, "error", err)
return err
}
// Broadcast messge status update to all conversation subscribers.
conversationUUID, _ := m.getConversationUUIDFromMessageUUID(uuid)
m.BroadcastMessageUpdate(conversationUUID, uuid, "status" /*property*/, status)
// Broadcast message status update to all conversation subscribers.
conversationUUID, _ := m.getConversationUUIDFromMessageUUID(messageUUID)
m.BroadcastMessageUpdate(conversationUUID, messageUUID, "status" /*property*/, status)
return nil
}
@@ -392,9 +412,7 @@ func (m *Manager) InsertMessage(message *models.Message) error {
}
// Add this user as a participant.
if err := m.addConversationParticipant(message.SenderID, message.ConversationUUID); err != nil {
return err
}
m.addConversationParticipant(message.SenderID, message.ConversationUUID)
// Hide CSAT message content as it contains a public link to the survey.
lastMessage := message.TextContent
@@ -577,6 +595,25 @@ func (m *Manager) processIncomingMessage(in models.IncomingMessage) error {
// Trigger automations on incoming message event.
m.automation.EvaluateConversationUpdateRules(in.Message.ConversationUUID, amodels.EventConversationMessageIncoming)
// Create SLA event for next response if a SLA is applied and has next response time set, subsequent agent replies will mark this event as met.
// This cycle continues for next response time SLA metric.
conversation, err := m.GetConversation(in.Message.ConversationID, "")
if err != nil {
m.lo.Error("error fetching conversation", "conversation_id", in.Message.ConversationID, "error", err)
}
if conversation.SLAPolicyID.Int == 0 {
m.lo.Info("no SLA policy applied to conversation, skipping next response SLA event creation")
return nil
}
if deadline, err := m.slaStore.CreateNextResponseSLAEvent(conversation.ID, conversation.AppliedSLAID.Int, conversation.SLAPolicyID.Int, conversation.AssignedTeamID.Int); err != nil && !errors.Is(err, sla.ErrUnmetSLAEventAlreadyExists) {
m.lo.Error("error creating next response SLA event", "conversation_id", conversation.ID, "error", err)
} else if !deadline.IsZero() {
m.lo.Info("next response SLA event created for conversation", "conversation_id", conversation.ID, "deadline", deadline, "sla_policy_id", conversation.SLAPolicyID.Int)
m.BroadcastConversationUpdate(in.Message.ConversationUUID, "next_response_deadline_at", deadline.Format(time.RFC3339))
// Clear next response met at timestamp as this event was just created.
m.BroadcastConversationUpdate(in.Message.ConversationUUID, "next_response_met_at", nil)
}
return nil
}

4
internal/conversation/models/models.go
View File

@@ -86,10 +86,12 @@ type Conversation struct {
Contact umodels.User `db:"contact" json:"contact"`
SLAPolicyID null.Int `db:"sla_policy_id" json:"sla_policy_id"`
SlaPolicyName null.String `db:"sla_policy_name" json:"sla_policy_name"`
AppliedSLAID null.Int `db:"applied_sla_id" json:"applied_sla_id"`
NextSLADeadlineAt null.Time `db:"next_sla_deadline_at" json:"next_sla_deadline_at"`
FirstResponseDueAt null.Time `db:"first_response_deadline_at" json:"first_response_deadline_at"`
ResolutionDueAt null.Time `db:"resolution_deadline_at" json:"resolution_deadline_at"`
SLAStatus null.String `db:"sla_status" json:"sla_status"`
NextResponseDueAt null.Time `db:"next_response_deadline_at" json:"next_response_deadline_at"`
NextResponseMetAt null.Time `db:"next_response_met_at" json:"next_response_met_at"`
To json.RawMessage `db:"to" json:"to"`
BCC json.RawMessage `db:"bcc" json:"bcc"`
CC json.RawMessage `db:"cc" json:"cc"`

36
internal/conversation/queries.sql
View File

@@ -67,18 +67,28 @@ SELECT
conversation_priorities.name as priority,
as_latest.first_response_deadline_at,
as_latest.resolution_deadline_at,
as_latest.status as sla_status
as_latest.id as applied_sla_id,
nxt_resp_event.deadline_at AS next_response_deadline_at,
nxt_resp_event.met_at as next_response_met_at
FROM conversations
JOIN users ON contact_id = users.id
JOIN inboxes ON inbox_id = inboxes.id
LEFT JOIN conversation_statuses ON status_id = conversation_statuses.id
LEFT JOIN conversation_priorities ON priority_id = conversation_priorities.id
LEFT JOIN LATERAL (
SELECT first_response_deadline_at, resolution_deadline_at, status
SELECT id, first_response_deadline_at, resolution_deadline_at
FROM applied_slas
WHERE conversation_id = conversations.id
ORDER BY created_at DESC LIMIT 1
) as_latest ON true
LEFT JOIN LATERAL (
SELECT se.deadline_at, se.met_at
FROM sla_events se
WHERE se.applied_sla_id = as_latest.id
AND se.type = 'next_response'
ORDER BY se.created_at DESC
LIMIT 1
) nxt_resp_event ON true
WHERE 1=1 %s
-- name: get-conversation
@@ -128,7 +138,9 @@ SELECT
ct.custom_attributes as "contact.custom_attributes",
as_latest.first_response_deadline_at,
as_latest.resolution_deadline_at,
as_latest.status as sla_status
as_latest.id as applied_sla_id,
nxt_resp_event.deadline_at AS next_response_deadline_at,
nxt_resp_event.met_at as next_response_met_at
FROM conversations c
JOIN users ct ON c.contact_id = ct.id
JOIN inboxes inb ON c.inbox_id = inb.id
@@ -137,15 +149,23 @@ LEFT JOIN teams at ON at.id = c.assigned_team_id
LEFT JOIN conversation_statuses s ON c.status_id = s.id
LEFT JOIN conversation_priorities p ON c.priority_id = p.id
LEFT JOIN LATERAL (
SELECT first_response_deadline_at, resolution_deadline_at, status
FROM applied_slas
SELECT id, first_response_deadline_at, resolution_deadline_at
FROM applied_slas
WHERE conversation_id = c.id
ORDER BY created_at DESC LIMIT 1
) as_latest ON true
LEFT JOIN LATERAL (
SELECT se.deadline_at, se.met_at
FROM sla_events se
WHERE se.applied_sla_id = as_latest.id
AND se.type = 'next_response'
ORDER BY se.created_at DESC
LIMIT 1
) nxt_resp_event ON true
WHERE
($1 > 0 AND c.id = $1)
OR
($2 != '' AND c.uuid = $2::uuid)
($1 > 0 AND c.id = $1)
OR
($2::uuid IS NOT NULL AND c.uuid = $2::uuid)
-- name: get-conversations-created-after

14
internal/macro/macro.go
View File

@@ -28,12 +28,12 @@ type Manager struct {
// Predefined queries.
type queries struct {
Get *sqlx.Stmt `query:"get"`
GetAll *sqlx.Stmt `query:"get-all"`
Create *sqlx.Stmt `query:"create"`
Update *sqlx.Stmt `query:"update"`
Delete *sqlx.Stmt `query:"delete"`
IncUsageCount *sqlx.Stmt `query:"increment-usage-count"`
Get *sqlx.Stmt `query:"get"`
GetAll *sqlx.Stmt `query:"get-all"`
Create *sqlx.Stmt `query:"create"`
Update *sqlx.Stmt `query:"update"`
Delete *sqlx.Stmt `query:"delete"`
IncrUsageCount *sqlx.Stmt `query:"increment-usage-count"`
}
// Opts contains the dependencies for the macro manager.
@@ -115,7 +115,7 @@ func (m *Manager) Delete(id int) error {
// IncrementUsageCount increments the usage count of a macro.
func (m *Manager) IncrementUsageCount(id int) error {
if _, err := m.q.IncUsageCount.Exec(id); err != nil {
if _, err := m.q.IncrUsageCount.Exec(id); err != nil {
m.lo.Error("error incrementing usage count", "error", err)
return envelope.NewError(envelope.GeneralError, m.i18n.Ts("globals.messages.errorUpdating", "name", "macro usage count"), nil)
}

80
internal/migrations/v0.6.0.go
View File

@@ -207,5 +207,85 @@ func V0_6_0(db *sqlx.DB, fs stuffbin.FileSystem, ko *koanf.Koanf) error {
return err
}
// Add column `next_response_time` to sla_policies table if it doesn't exist
_, err = db.Exec(`
ALTER TABLE sla_policies ADD COLUMN IF NOT EXISTS next_response_time TEXT NULL;
`)
if err != nil {
return err
}
// Add `next_response` value to type if it doesn't exist.
_, err = db.Exec(`
DO $$
BEGIN
IF EXISTS (
SELECT 1 FROM pg_type WHERE typname = 'sla_metric'
) AND NOT EXISTS (
SELECT 1 FROM pg_enum e
JOIN pg_type t ON t.oid = e.enumtypid
WHERE t.typname = 'sla_metric'
AND e.enumlabel = 'next_response'
) THEN
ALTER TYPE sla_metric ADD VALUE 'next_response';
END IF;
END
$$;
`)
// Create sla_event_status enum type if it doesn't exist
_, err = db.Exec(`
DO $$
BEGIN
IF NOT EXISTS (
SELECT 1 FROM pg_type WHERE typname = 'sla_event_status'
) THEN
CREATE TYPE sla_event_status AS ENUM ('pending', 'breached', 'met');
END IF;
END
$$;
`)
if err != nil {
return err
}
// Create sla_events table if it does not exist
_, err = db.Exec(`
CREATE TABLE IF NOT EXISTS sla_events (
id BIGSERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
status sla_event_status DEFAULT 'pending' NOT NULL,
applied_sla_id BIGINT REFERENCES applied_slas(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
sla_policy_id INT REFERENCES sla_policies(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
type sla_metric NOT NULL,
deadline_at TIMESTAMPTZ NOT NULL,
met_at TIMESTAMPTZ,
breached_at TIMESTAMPTZ
);
CREATE INDEX IF NOT EXISTS index_sla_events_on_applied_sla_id ON sla_events(applied_sla_id);
CREATE INDEX IF NOT EXISTS index_sla_events_on_status ON sla_events(status);
`)
if err != nil {
return err
}
// Add sla_event_id column to scheduled_sla_notifications if it doesn't exist
_, err = db.Exec(`
ALTER TABLE scheduled_sla_notifications
ADD COLUMN IF NOT EXISTS sla_event_id BIGINT REFERENCES sla_events(id) ON DELETE CASCADE;
`)
if err != nil {
return err
}
// Create index on team_members(user_id) if it doesn't exist
_, err = db.Exec(`
CREATE INDEX IF NOT EXISTS index_team_members_on_user_id ON team_members (user_id);
`)
if err != nil {
return err
}
return nil
}

29
internal/sla/models/models.go
View File

@@ -16,11 +16,11 @@ type SLAPolicy struct {
CreatedAt time.Time `db:"created_at" json:"created_at"`
UpdatedAt time.Time `db:"updated_at" json:"updated_at"`
Name string `db:"name" json:"name"`
Description string `db:"description" json:"description,omitempty"`
FirstResponseTime string `db:"first_response_time" json:"first_response_time,omitempty"`
EveryResponseTime string `db:"every_response_time" json:"every_response_time,omitempty"`
ResolutionTime string `db:"resolution_time" json:"resolution_time,omitempty"`
Notifications SlaNotifications `db:"notifications" json:"notifications,omitempty"`
Description string `db:"description" json:"description"`
FirstResponseTime null.String `db:"first_response_time" json:"first_response_time"`
NextResponseTime null.String `db:"next_response_time" json:"next_response_time"`
ResolutionTime null.String `db:"resolution_time" json:"resolution_time"`
Notifications SlaNotifications `db:"notifications" json:"notifications"`
}
type SlaNotifications []SlaNotification
@@ -51,6 +51,7 @@ type SlaNotification struct {
Recipients []string `db:"recipients" json:"recipients"`
TimeDelay string `db:"time_delay" json:"time_delay"`
TimeDelayType string `db:"time_delay_type" json:"time_delay_type"`
Metric string `db:"metric" json:"metric"`
}
// ScheduledSLANotification represents a scheduled SLA notification
@@ -58,6 +59,7 @@ type ScheduledSLANotification struct {
ID int `db:"id" json:"id"`
CreatedAt time.Time `db:"created_at" json:"created_at"`
UpdatedAt time.Time `db:"updated_at" json:"updated_at"`
SlaEventID null.Int `db:"sla_event_id" json:"sla_event_id"`
AppliedSLAID int `db:"applied_sla_id" json:"applied_sla_id"`
Metric string `db:"metric" json:"metric"`
NotificationType string `db:"notification_type" json:"notification_type"`
@@ -73,8 +75,8 @@ type AppliedSLA struct {
Status string `db:"status"`
ConversationID int `db:"conversation_id"`
SLAPolicyID int `db:"sla_policy_id"`
FirstResponseDeadlineAt time.Time `db:"first_response_deadline_at"`
ResolutionDeadlineAt time.Time `db:"resolution_deadline_at"`
FirstResponseDeadlineAt null.Time `db:"first_response_deadline_at"`
ResolutionDeadlineAt null.Time `db:"resolution_deadline_at"`
FirstResponseBreachedAt null.Time `db:"first_response_breached_at"`
ResolutionBreachedAt null.Time `db:"resolution_breached_at"`
FirstResponseMetAt null.Time `db:"first_response_met_at"`
@@ -87,4 +89,17 @@ type AppliedSLA struct {
ConversationReferenceNumber string `db:"conversation_reference_number"`
ConversationSubject string `db:"conversation_subject"`
ConversationAssignedUserID null.Int `db:"conversation_assigned_user_id"`
ConversationStatus string `db:"conversation_status"`
}
type SLAEvent struct {
ID int `db:"id"`
CreatedAt time.Time `db:"created_at"`
UpdatedAt time.Time `db:"updated_at"`
AppliedSLAID int `db:"applied_sla_id"`
SlaPolicyID int `db:"sla_policy_id"`
Type string `db:"type"`
DeadlineAt time.Time `db:"deadline_at"`
MetAt null.Time `db:"met_at"`
BreachedAt null.Time `db:"breached_at"`
}

108
internal/sla/queries.sql
View File

@@ -1,5 +1,5 @@
-- name: get-sla-policy
SELECT id, name, description, first_response_time, resolution_time, notifications, created_at, updated_at FROM sla_policies WHERE id = $1;
SELECT id, name, description, first_response_time, resolution_time, next_response_time, notifications, created_at, updated_at FROM sla_policies WHERE id = $1;
-- name: get-all-sla-policies
SELECT id, name, created_at, updated_at FROM sla_policies ORDER BY updated_at DESC;
@@ -10,8 +10,9 @@ INSERT INTO sla_policies (
description,
first_response_time,
resolution_time,
next_response_time,
notifications
) VALUES ($1, $2, $3, $4, $5);
) VALUES ($1, $2, $3, $4, $5, $6);
-- name: update-sla-policy
UPDATE sla_policies SET
@@ -19,7 +20,8 @@ UPDATE sla_policies SET
description = $3,
first_response_time = $4,
resolution_time = $5,
notifications = $6,
next_response_time = $6,
notifications = $7,
updated_at = NOW()
WHERE id = $1;
@@ -36,14 +38,16 @@ WITH new_sla AS (
) VALUES ($1, $2, $3, $4)
RETURNING conversation_id, id
)
-- update the conversation with the new SLA policy and next SLA deadline.
UPDATE conversations c
SET sla_policy_id = $2,
next_sla_deadline_at = LEAST($3, $4)
SET
sla_policy_id = $2,
next_sla_deadline_at = LEAST($3, $4)
FROM new_sla ns
WHERE c.id = ns.conversation_id
RETURNING ns.id;
-- name: get-pending-slas
-- name: get-pending-applied-sla
-- Get all the applied SLAs (applied to a conversation) that are pending
SELECT a.id, a.first_response_deadline_at, c.first_reply_at as conversation_first_response_at, a.sla_policy_id,
a.resolution_deadline_at, c.resolved_at as conversation_resolved_at, c.id as conversation_id, a.first_response_met_at, a.resolution_met_at, a.first_response_breached_at, a.resolution_breached_at
@@ -51,34 +55,50 @@ FROM applied_slas a
JOIN conversations c ON a.conversation_id = c.id and c.sla_policy_id = a.sla_policy_id
WHERE a.status = 'pending'::applied_sla_status;
-- name: update-breach
-- name: update-applied-sla-breached-at
UPDATE applied_slas SET
first_response_breached_at = CASE WHEN $2 = 'first_response' THEN NOW() ELSE first_response_breached_at END,
resolution_breached_at = CASE WHEN $2 = 'resolution' THEN NOW() ELSE resolution_breached_at END,
updated_at = NOW()
WHERE id = $1;
-- name: update-met
-- name: update-applied-sla-met-at
UPDATE applied_slas SET
first_response_met_at = CASE WHEN $2 = 'first_response' THEN NOW() ELSE first_response_met_at END,
resolution_met_at = CASE WHEN $2 = 'resolution' THEN NOW() ELSE resolution_met_at END,
updated_at = NOW()
WHERE id = $1;
-- name: set-next-sla-deadline
-- name: update-conversation-sla-deadline
UPDATE conversations c
SET next_sla_deadline_at = CASE
WHEN c.status_id IN (SELECT id from conversation_statuses where name in ('Resolved', 'Closed')) THEN NULL
WHEN c.first_reply_at IS NOT NULL AND c.resolved_at IS NULL AND a.resolution_deadline_at IS NOT NULL THEN a.resolution_deadline_at
WHEN c.first_reply_at IS NULL AND c.resolved_at IS NULL AND a.first_response_deadline_at IS NOT NULL THEN a.first_response_deadline_at
WHEN a.first_response_deadline_at IS NOT NULL AND a.resolution_deadline_at IS NOT NULL THEN LEAST(a.first_response_deadline_at, a.resolution_deadline_at)
ELSE NULL
SET next_sla_deadline_at = CASE
-- If resolved or closed, clear the deadline
WHEN c.status_id IN (SELECT id FROM conversation_statuses WHERE name IN ('Resolved', 'Closed')) THEN NULL
-- If an external timestamp ($2) is provided (e.g. next_response), use the earliest of $2.
WHEN $2::TIMESTAMPTZ IS NOT NULL THEN LEAST(
$2::TIMESTAMPTZ,
CASE
WHEN c.first_reply_at IS NOT NULL AND c.resolved_at IS NULL AND a.resolution_deadline_at IS NOT NULL THEN a.resolution_deadline_at
WHEN c.first_reply_at IS NULL AND c.resolved_at IS NULL AND a.first_response_deadline_at IS NOT NULL THEN a.first_response_deadline_at
WHEN a.first_response_deadline_at IS NOT NULL AND a.resolution_deadline_at IS NOT NULL THEN LEAST(a.first_response_deadline_at, a.resolution_deadline_at)
ELSE NULL
END
)
-- No $2,
ELSE CASE
WHEN c.first_reply_at IS NOT NULL AND c.resolved_at IS NULL AND a.resolution_deadline_at IS NOT NULL THEN a.resolution_deadline_at
WHEN c.first_reply_at IS NULL AND c.resolved_at IS NULL AND a.first_response_deadline_at IS NOT NULL THEN a.first_response_deadline_at
WHEN a.first_response_deadline_at IS NOT NULL AND a.resolution_deadline_at IS NOT NULL THEN LEAST(a.first_response_deadline_at, a.resolution_deadline_at)
ELSE NULL
END
END
FROM applied_slas a
WHERE a.conversation_id = c.id
AND c.id = $1;
-- name: update-sla-status
-- name: update-applied-sla-status
UPDATE applied_slas
SET
status = CASE
@@ -95,14 +115,15 @@ WHERE applied_slas.id = $1;
-- name: insert-scheduled-sla-notification
INSERT INTO scheduled_sla_notifications (
applied_sla_id,
sla_event_id,
metric,
notification_type,
recipients,
send_at
) VALUES ($1, $2, $3, $4, $5);
) VALUES ($1, $2, $3, $4, $5, $6);
-- name: get-scheduled-sla-notifications
SELECT id, created_at, updated_at, applied_sla_id, metric, notification_type, recipients, send_at, processed_at
SELECT id, created_at, updated_at, applied_sla_id, sla_event_id, metric, notification_type, recipients, send_at, processed_at
FROM scheduled_sla_notifications
WHERE send_at <= NOW() AND processed_at IS NULL;
@@ -124,12 +145,55 @@ SELECT a.id,
c.uuid as conversation_uuid,
c.reference_number as conversation_reference_number,
c.subject as conversation_subject,
c.assigned_user_id as conversation_assigned_user_id
FROM applied_slas a inner join conversations c on a.conversation_id = c.id
c.assigned_user_id as conversation_assigned_user_id,
s.name as conversation_status
FROM applied_slas a INNER JOIN conversations c on a.conversation_id = c.id
LEFT JOIN conversation_statuses s ON c.status_id = s.id
WHERE a.id = $1;
-- name: mark-notification-processed
-- name: update-notification-processed
UPDATE scheduled_sla_notifications
SET processed_at = NOW(),
updated_at = NOW()
WHERE id = $1;
WHERE id = $1;
-- name: insert-next-response-sla-event
INSERT INTO sla_events (applied_sla_id, sla_policy_id, type, deadline_at)
SELECT $1, $2, 'next_response', $3
WHERE NOT EXISTS (
SELECT 1 FROM sla_events
WHERE applied_sla_id = $1 AND type = 'next_response' AND met_at IS NULL
)
RETURNING id;
-- name: set-latest-sla-event-met-at
UPDATE sla_events
SET met_at = NOW()
WHERE id = (
SELECT id FROM sla_events
WHERE applied_sla_id = $1 AND type = $2 AND met_at IS NULL
ORDER BY created_at DESC
LIMIT 1
)
RETURNING met_at;
-- name: update-sla-event-as-breached
UPDATE sla_events
SET breached_at = NOW(),
status = 'breached'
WHERE id = $1;
-- name: update-sla-event-as-met
UPDATE sla_events
SET status = 'met'
WHERE id = $1;
-- name: get-sla-event
SELECT id, created_at, updated_at, applied_sla_id, sla_policy_id, type, deadline_at, met_at, breached_at
FROM sla_events
WHERE id = $1;
-- name: get-pending-sla-events
SELECT id
FROM sla_events
WHERE status = 'pending' AND deadline_at IS NOT NULL;

534
internal/sla/sla.go
View File

@@ -5,6 +5,7 @@ import (
"database/sql"
"embed"
"encoding/json"
"errors"
"fmt"
"strconv"
"sync"
@@ -12,6 +13,7 @@ import (
businesshours "github.com/abhinavxd/libredesk/internal/business_hours"
bmodels "github.com/abhinavxd/libredesk/internal/business_hours/models"
cmodels "github.com/abhinavxd/libredesk/internal/conversation/models"
"github.com/abhinavxd/libredesk/internal/dbutil"
"github.com/abhinavxd/libredesk/internal/envelope"
notifier "github.com/abhinavxd/libredesk/internal/notification"
@@ -30,12 +32,16 @@ import (
var (
//go:embed queries.sql
efs embed.FS
efs embed.FS
ErrUnmetSLAEventAlreadyExists = errors.New("unmet SLA event already exists, cannot create a new one for the same applied SLA and metric")
ErrLatestSLAEventNotFound = errors.New("latest SLA event not found for the applied SLA and metric")
)
const (
MetricFirstResponse = "first_response"
MetricsResolution = "resolution"
MetricResolution = "resolution"
MetricNextResponse = "next_response"
MetricAll = "all"
NotificationTypeWarning = "warning"
NotificationTypeBreach = "breach"
@@ -43,7 +49,8 @@ const (
var metricLabels = map[string]string{
MetricFirstResponse: "First Response",
MetricsResolution: "Resolution",
MetricResolution: "Resolution",
MetricNextResponse: "Next Response",
}
// Manager manages SLA policies and calculations.
@@ -70,14 +77,16 @@ type Opts struct {
// Deadlines holds the deadlines for an SLA policy.
type Deadlines struct {
FirstResponse time.Time
Resolution time.Time
FirstResponse null.Time
Resolution null.Time
NextResponse null.Time
}
// Breaches holds the breach timestamps for an SLA policy.
type Breaches struct {
FirstResponse time.Time
Resolution time.Time
FirstResponse null.Time
Resolution null.Time
NextResponse null.Time
}
type teamStore interface {
@@ -98,36 +107,66 @@ type businessHrsStore interface {
// queries hold prepared SQL queries.
type queries struct {
GetSLA *sqlx.Stmt `query:"get-sla-policy"`
GetAllSLA *sqlx.Stmt `query:"get-all-sla-policies"`
GetAppliedSLA *sqlx.Stmt `query:"get-applied-sla"`
GetScheduledSLANotifications *sqlx.Stmt `query:"get-scheduled-sla-notifications"`
InsertScheduledSLANotification *sqlx.Stmt `query:"insert-scheduled-sla-notification"`
InsertSLA *sqlx.Stmt `query:"insert-sla-policy"`
DeleteSLA *sqlx.Stmt `query:"delete-sla-policy"`
UpdateSLA *sqlx.Stmt `query:"update-sla-policy"`
ApplySLA *sqlx.Stmt `query:"apply-sla"`
GetPendingSLAs *sqlx.Stmt `query:"get-pending-slas"`
UpdateBreach *sqlx.Stmt `query:"update-breach"`
UpdateMet *sqlx.Stmt `query:"update-met"`
SetNextSLADeadline *sqlx.Stmt `query:"set-next-sla-deadline"`
UpdateSLAStatus *sqlx.Stmt `query:"update-sla-status"`
MarkNotificationProcessed *sqlx.Stmt `query:"mark-notification-processed"`
GetSLAPolicy *sqlx.Stmt `query:"get-sla-policy"`
GetAllSLAPolicies *sqlx.Stmt `query:"get-all-sla-policies"`
GetAppliedSLA *sqlx.Stmt `query:"get-applied-sla"`
GetSLAEvent *sqlx.Stmt `query:"get-sla-event"`
GetScheduledSLANotifications *sqlx.Stmt `query:"get-scheduled-sla-notifications"`
GetPendingAppliedSLA *sqlx.Stmt `query:"get-pending-applied-sla"`
GetPendingSLAEvents *sqlx.Stmt `query:"get-pending-sla-events"`
InsertScheduledSLANotification *sqlx.Stmt `query:"insert-scheduled-sla-notification"`
InsertSLAPolicy *sqlx.Stmt `query:"insert-sla-policy"`
InsertNextResponseSLAEvent *sqlx.Stmt `query:"insert-next-response-sla-event"`
UpdateSLAPolicy *sqlx.Stmt `query:"update-sla-policy"`
UpdateAppliedSLABreachedAt *sqlx.Stmt `query:"update-applied-sla-breached-at"`
UpdateAppliedSLAMetAt *sqlx.Stmt `query:"update-applied-sla-met-at"`
UpdateConversationNextSLADeadline *sqlx.Stmt `query:"update-conversation-sla-deadline"`
UpdateAppliedSLAStatus *sqlx.Stmt `query:"update-applied-sla-status"`
UpdateSLANotificationProcessed *sqlx.Stmt `query:"update-notification-processed"`
UpdateSLAEventAsBreached *sqlx.Stmt `query:"update-sla-event-as-breached"`
UpdateSLAEventAsMet *sqlx.Stmt `query:"update-sla-event-as-met"`
SetLatestSLAEventMetAt *sqlx.Stmt `query:"set-latest-sla-event-met-at"`
ApplySLA *sqlx.Stmt `query:"apply-sla"`
DeleteSLAPolicy *sqlx.Stmt `query:"delete-sla-policy"`
}
// New creates a new SLA manager.
func New(opts Opts, teamStore teamStore, appSettingsStore appSettingsStore, businessHrsStore businessHrsStore, notifier *notifier.Service, template *template.Manager, userStore userStore) (*Manager, error) {
func New(
opts Opts,
teamStore teamStore,
appSettingsStore appSettingsStore,
businessHrsStore businessHrsStore,
notifier *notifier.Service,
template *template.Manager,
userStore userStore,
) (*Manager, error) {
var q queries
if err := dbutil.ScanSQLFile("queries.sql", &q, opts.DB, efs); err != nil {
if err := dbutil.ScanSQLFile(
"queries.sql",
&q,
opts.DB,
efs,
); err != nil {
return nil, err
}
return &Manager{q: q, lo: opts.Lo, i18n: opts.I18n, teamStore: teamStore, appSettingsStore: appSettingsStore, businessHrsStore: businessHrsStore, notifier: notifier, template: template, userStore: userStore, opts: opts}, nil
return &Manager{
q: q,
lo: opts.Lo,
i18n: opts.I18n,
teamStore: teamStore,
appSettingsStore: appSettingsStore,
businessHrsStore: businessHrsStore,
notifier: notifier,
template: template,
userStore: userStore,
opts: opts,
}, nil
}
// Get retrieves an SLA by ID.
func (m *Manager) Get(id int) (models.SLAPolicy, error) {
var sla models.SLAPolicy
if err := m.q.GetSLA.Get(&sla, id); err != nil {
if err := m.q.GetSLAPolicy.Get(&sla, id); err != nil {
if err == sql.ErrNoRows {
return sla, envelope.NewError(envelope.NotFoundError, m.i18n.Ts("globals.messages.notFound", "name", "{globals.terms.sla}"), nil)
}
@@ -140,7 +179,7 @@ func (m *Manager) Get(id int) (models.SLAPolicy, error) {
// GetAll fetches all SLA policies.
func (m *Manager) GetAll() ([]models.SLAPolicy, error) {
var slas = make([]models.SLAPolicy, 0)
if err := m.q.GetAllSLA.Select(&slas); err != nil {
if err := m.q.GetAllSLAPolicies.Select(&slas); err != nil {
m.lo.Error("error fetching SLAs", "error", err)
return nil, envelope.NewError(envelope.GeneralError, m.i18n.Ts("globals.messages.errorFetching", "name", m.i18n.P("globals.terms.sla")), nil)
}
@@ -148,8 +187,8 @@ func (m *Manager) GetAll() ([]models.SLAPolicy, error) {
}
// Create creates a new SLA policy.
func (m *Manager) Create(name, description string, firstResponseTime, resolutionTime string, notifications models.SlaNotifications) error {
if _, err := m.q.InsertSLA.Exec(name, description, firstResponseTime, resolutionTime, notifications); err != nil {
func (m *Manager) Create(name, description string, firstResponseTime, resolutionTime, nextResponseTime null.String, notifications models.SlaNotifications) error {
if _, err := m.q.InsertSLAPolicy.Exec(name, description, firstResponseTime, resolutionTime, nextResponseTime, notifications); err != nil {
m.lo.Error("error inserting SLA", "error", err)
return envelope.NewError(envelope.GeneralError, m.i18n.Ts("globals.messages.errorCreating", "name", "{globals.terms.sla}"), nil)
}
@@ -157,8 +196,8 @@ func (m *Manager) Create(name, description string, firstResponseTime, resolution
}
// Update updates a SLA policy.
func (m *Manager) Update(id int, name, description string, firstResponseTime, resolutionTime string, notifications models.SlaNotifications) error {
if _, err := m.q.UpdateSLA.Exec(id, name, description, firstResponseTime, resolutionTime, notifications); err != nil {
func (m *Manager) Update(id int, name, description string, firstResponseTime, resolutionTime, nextResponseTime null.String, notifications models.SlaNotifications) error {
if _, err := m.q.UpdateSLAPolicy.Exec(id, name, description, firstResponseTime, resolutionTime, nextResponseTime, notifications); err != nil {
m.lo.Error("error updating SLA", "error", err)
return envelope.NewError(envelope.GeneralError, m.i18n.Ts("globals.messages.errorUpdating", "name", "{globals.terms.sla}"), nil)
}
@@ -167,7 +206,7 @@ func (m *Manager) Update(id int, name, description string, firstResponseTime, re
// Delete deletes an SLA policy.
func (m *Manager) Delete(id int) error {
if _, err := m.q.DeleteSLA.Exec(id); err != nil {
if _, err := m.q.DeleteSLAPolicy.Exec(id); err != nil {
m.lo.Error("error deleting SLA", "error", err)
return envelope.NewError(envelope.GeneralError, m.i18n.Ts("globals.messages.errorDeleting", "name", "{globals.terms.sla}"), nil)
}
@@ -191,25 +230,28 @@ func (m *Manager) GetDeadlines(startTime time.Time, slaPolicyID, assignedTeamID
}
// Helper function to calculate deadlines by parsing the duration string.
calculateDeadline := func(durationStr string) (time.Time, error) {
calculateDeadline := func(durationStr string) (null.Time, error) {
if durationStr == "" {
return time.Time{}, nil
return null.Time{}, nil
}
dur, err := time.ParseDuration(durationStr)
if err != nil {
return time.Time{}, fmt.Errorf("parsing SLA duration: %v", err)
return null.Time{}, fmt.Errorf("parsing SLA duration (%s): %v", durationStr, err)
}
deadline, err := m.CalculateDeadline(startTime, int(dur.Minutes()), businessHrs, timezone)
if err != nil {
return time.Time{}, err
return null.Time{}, err
}
return deadline, nil
return null.TimeFrom(deadline), nil
}
if deadlines.FirstResponse, err = calculateDeadline(sla.FirstResponseTime); err != nil {
if deadlines.FirstResponse, err = calculateDeadline(sla.FirstResponseTime.String); err != nil {
return deadlines, err
}
if deadlines.Resolution, err = calculateDeadline(sla.ResolutionTime); err != nil {
if deadlines.Resolution, err = calculateDeadline(sla.ResolutionTime.String); err != nil {
return deadlines, err
}
if deadlines.NextResponse, err = calculateDeadline(sla.NextResponseTime.String); err != nil {
return deadlines, err
}
return deadlines, nil
@@ -224,6 +266,8 @@ func (m *Manager) ApplySLA(startTime time.Time, conversationID, assignedTeamID,
if err != nil {
return sla, err
}
// Next response is not set at this point, next response are stored in SLA events as there can be multiple entries for next response.
deadlines.NextResponse = null.Time{}
// Insert applied SLA entry.
var appliedSLAID int
@@ -237,26 +281,186 @@ func (m *Manager) ApplySLA(startTime time.Time, conversationID, assignedTeamID,
return sla, envelope.NewError(envelope.GeneralError, m.i18n.Ts("globals.messages.errorApplying", "name", "{globals.terms.sla}"), nil)
}
// Schedule SLA notifications if any exist. SLA breaches have not occurred yet, as this is the first time the SLA is being applied.
// Therefore, only schedule notifications for the deadlines.
sla, err = m.Get(slaPolicyID)
if err != nil {
return sla, err
}
// Schedule SLA notifications if there are any, SLA breaches did not happen yet as this is the first time SLA is applied.
// So, only schedule SLA breach warnings.
m.createNotificationSchedule(sla.Notifications, appliedSLAID, deadlines, Breaches{})
m.createNotificationSchedule(sla.Notifications, appliedSLAID, null.Int{}, deadlines, Breaches{})
return sla, nil
}
// Run starts the SLA evaluation loop and evaluates pending SLAs.
func (m *Manager) Run(ctx context.Context, evalInterval time.Duration) {
ticker := time.NewTicker(evalInterval)
m.wg.Add(1)
defer func() {
m.wg.Done()
ticker.Stop()
}()
// CreateNextResponseSLAEvent creates a next response SLA event for a conversation.
func (m *Manager) CreateNextResponseSLAEvent(conversationID, appliedSLAID, slaPolicyID, assignedTeamID int) (time.Time, error) {
var slaPolicy models.SLAPolicy
if err := m.q.GetSLAPolicy.Get(&slaPolicy, slaPolicyID); err != nil {
if err == sql.ErrNoRows {
return time.Time{}, fmt.Errorf("SLA policy not found: %d", slaPolicyID)
}
m.lo.Error("error fetching SLA policy", "error", err)
return time.Time{}, fmt.Errorf("fetching SLA policy: %w", err)
}
if slaPolicy.NextResponseTime.String == "" {
m.lo.Info("no next response time set for SLA policy, skipping event creation",
"conversation_id", conversationID,
"policy_id", slaPolicyID,
"applied_sla_id", appliedSLAID,
)
return time.Time{}, fmt.Errorf("no next response time set for SLA policy: %d, applied_sla: %d", slaPolicyID, appliedSLAID)
}
// Calculate the deadline for the next response SLA event.
deadlines, err := m.GetDeadlines(time.Now(), slaPolicy.ID, assignedTeamID)
if err != nil {
m.lo.Error("error calculating deadlines for next response SLA event", "error", err)
return time.Time{}, fmt.Errorf("calculating deadlines for next response SLA event: %w", err)
}
if deadlines.NextResponse.IsZero() {
m.lo.Info("next response deadline is zero, skipping event creation",
"conversation_id", conversationID,
"policy_id", slaPolicyID,
"applied_sla_id", appliedSLAID,
)
return time.Time{}, fmt.Errorf("next response deadline is zero for conversation: %d, policy: %d, applied_sla: %d", conversationID, slaPolicyID, appliedSLAID)
}
var slaEventID int
if err := m.q.InsertNextResponseSLAEvent.QueryRow(appliedSLAID, slaPolicyID, deadlines.NextResponse).Scan(&slaEventID); err != nil {
if err == sql.ErrNoRows {
m.lo.Info("skipping next response SLA event creation; unmet event already exists",
"conversation_id", conversationID,
"policy_id", slaPolicy.ID,
"applied_sla_id", appliedSLAID,
)
return time.Time{}, ErrUnmetSLAEventAlreadyExists
}
m.lo.Error("error inserting SLA event",
"error", err,
"conversation_id", conversationID,
"applied_sla_id", appliedSLAID,
)
return time.Time{}, fmt.Errorf("inserting SLA event (applied_sla: %d): %w", appliedSLAID, err)
}
// Update next SLA deadline (SLA target) in the conversation.
if _, err := m.q.UpdateConversationNextSLADeadline.Exec(conversationID, deadlines.NextResponse); err != nil {
m.lo.Error("error updating conversation next SLA deadline",
"error", err,
"conversation_id", conversationID,
"applied_sla_id", appliedSLAID,
)
return time.Time{}, fmt.Errorf("updating conversation next SLA deadline (applied_sla: %d): %w", appliedSLAID, err)
}
// Create notification schedule for the next response SLA event.
deadlines.FirstResponse = null.Time{}
deadlines.Resolution = null.Time{}
m.createNotificationSchedule(slaPolicy.Notifications, appliedSLAID, null.IntFrom(slaEventID), deadlines, Breaches{})
return deadlines.NextResponse.Time, nil
}
// SetLatestSLAEventMetAt marks the latest SLA event as met for a given applied SLA.
func (m *Manager) SetLatestSLAEventMetAt(appliedSLAID int, metric string) (time.Time, error) {
var metAt time.Time
if err := m.q.SetLatestSLAEventMetAt.QueryRow(appliedSLAID, metric).Scan(&metAt); err != nil {
if err == sql.ErrNoRows {
m.lo.Info("no SLA event found for applied SLA and metric to update `met_at` timestamp", "applied_sla_id", appliedSLAID, "metric", metric)
return metAt, ErrLatestSLAEventNotFound
}
m.lo.Error("error marking SLA event as met", "error", err)
return metAt, fmt.Errorf("marking SLA event as met: %w", err)
}
return metAt, nil
}
// evaluatePendingSLAEvents fetches pending SLA events, updates their status based on deadlines, and schedules notifications for breached SLAs.
func (m *Manager) evaluatePendingSLAEvents(ctx context.Context) error {
var slaEvents []models.SLAEvent
if err := m.q.GetPendingSLAEvents.SelectContext(ctx, &slaEvents); err != nil {
m.lo.Error("error fetching pending SLA events", "error", err)
return fmt.Errorf("fetching pending SLA events: %w", err)
}
if len(slaEvents) == 0 {
return nil
}
m.lo.Info("found pending SLA events for evaluation", "count", len(slaEvents))
// Cache for SLA policies.
var slaPolicyCache = make(map[int]models.SLAPolicy)
for _, event := range slaEvents {
select {
case <-ctx.Done():
return ctx.Err()
default:
}
if err := m.q.GetSLAEvent.GetContext(ctx, &event, event.ID); err != nil {
m.lo.Error("error fetching SLA event", "error", err)
continue
}
if event.DeadlineAt.IsZero() {
m.lo.Warn("SLA event deadline is zero, skipping evaluation", "sla_event_id", event.ID)
continue
}
// Met at after the deadline or current time is after the deadline - mark event breached.
var hasBreached bool
if (event.MetAt.Valid && event.MetAt.Time.After(event.DeadlineAt)) || (time.Now().After(event.DeadlineAt) && !event.MetAt.Valid) {
hasBreached = true
if _, err := m.q.UpdateSLAEventAsBreached.Exec(event.ID); err != nil {
m.lo.Error("error marking SLA event as breached", "error", err)
continue
}
}
// Met at before the deadline - mark event met.
if event.MetAt.Valid && event.MetAt.Time.Before(event.DeadlineAt) {
if _, err := m.q.UpdateSLAEventAsMet.Exec(event.ID); err != nil {
m.lo.Error("error marking SLA event as met", "error", err)
continue
}
}
// Schedule a breach notification if the event is not met at all and SLA breached.
if !event.MetAt.Valid && hasBreached {
// Get policy from cache.
slaPolicy, ok := slaPolicyCache[event.SlaPolicyID]
if !ok {
var err error
slaPolicy, err = m.Get(event.SlaPolicyID)
if err != nil {
m.lo.Error("error fetching SLA policy", "error", err)
continue
}
slaPolicyCache[event.SlaPolicyID] = slaPolicy
}
m.createNotificationSchedule(slaPolicy.Notifications, event.AppliedSLAID, null.IntFrom(event.ID), Deadlines{}, Breaches{
NextResponse: null.TimeFrom(time.Now()),
})
}
}
return nil
}
// Run starts Applied SLA and SLA event evaluation loops in separate goroutines.
func (m *Manager) Run(ctx context.Context, interval time.Duration) {
m.wg.Add(2)
go m.runSLAEvaluation(ctx, interval)
go m.runSLAEventEvaluation(ctx, interval)
}
// runSLAEvaluation periodically evaluates pending SLAs.
func (m *Manager) runSLAEvaluation(ctx context.Context, interval time.Duration) {
defer m.wg.Done()
ticker := time.NewTicker(interval)
defer ticker.Stop()
for {
select {
@@ -270,9 +474,29 @@ func (m *Manager) Run(ctx context.Context, evalInterval time.Duration) {
}
}
// runSLAEventEvaluation periodically evaluates pending SLA events.
func (m *Manager) runSLAEventEvaluation(ctx context.Context, interval time.Duration) {
defer m.wg.Done()
ticker := time.NewTicker(interval)
defer ticker.Stop()
for {
select {
case <-ctx.Done():
return
case <-ticker.C:
if err := m.evaluatePendingSLAEvents(ctx); err != nil {
m.lo.Error("error marking SLA events as breached", "error", err)
}
}
}
}
// SendNotifications picks scheduled SLA notifications from the database and sends them to agents as emails.
func (m *Manager) SendNotifications(ctx context.Context) error {
time.Sleep(10 * time.Second)
ticker := time.NewTicker(20 * time.Second)
defer ticker.Stop()
for {
select {
case <-ctx.Done():
@@ -284,54 +508,77 @@ func (m *Manager) SendNotifications(ctx context.Context) error {
return err
}
m.lo.Error("error fetching scheduled SLA notifications", "error", err)
} else {
m.lo.Debug("found scheduled SLA notifications", "count", len(notifications))
} else if len(notifications) > 0 {
m.lo.Info("found scheduled SLA notifications", "count", len(notifications))
for _, notification := range notifications {
// Exit early if context is done.
select {
case <-ctx.Done():
if ctx.Err() != nil {
return ctx.Err()
default:
if err := m.SendNotification(notification); err != nil {
m.lo.Error("error sending notification", "error", err)
}
}
if err := m.SendNotification(notification); err != nil {
m.lo.Error("error sending notification", "error", err)
}
}
if len(notifications) > 0 {
m.lo.Debug("sent SLA notifications", "count", len(notifications))
}
m.lo.Info("sent SLA notifications", "count", len(notifications))
}
// Sleep for short duration to avoid hammering the database.
time.Sleep(30 * time.Second)
<-ticker.C
}
}
}
// SendNotification sends a SLA notification to agents.
// SendNotification sends a SLA notification to agents, a schedule notification is always linked to an applied SLA and optionally to a SLA event.
func (m *Manager) SendNotification(scheduledNotification models.ScheduledSLANotification) error {
var appliedSLA models.AppliedSLA
var (
appliedSLA models.AppliedSLA
slaEvent models.SLAEvent
)
if scheduledNotification.SlaEventID.Int != 0 {
if err := m.q.GetSLAEvent.Get(&slaEvent, scheduledNotification.SlaEventID.Int); err != nil {
m.lo.Error("error fetching SLA event", "error", err)
return fmt.Errorf("fetching SLA event for notification: %w", err)
}
}
if err := m.q.GetAppliedSLA.Get(&appliedSLA, scheduledNotification.AppliedSLAID); err != nil {
m.lo.Error("error fetching applied SLA", "error", err)
return fmt.Errorf("fetching applied SLA for notification: %w", err)
}
// If conversation is `Resolved` / `Closed`, mark the notification as processed and return.
if appliedSLA.ConversationStatus == cmodels.StatusResolved || appliedSLA.ConversationStatus == cmodels.StatusClosed {
m.lo.Info("marking sla notification as processed as the conversation is resolved/closed", "status", appliedSLA.ConversationStatus, "scheduled_notification_id", scheduledNotification.ID)
if _, err := m.q.UpdateSLANotificationProcessed.Exec(scheduledNotification.ID); err != nil {
m.lo.Error("error marking notification as processed", "error", err)
}
return nil
}
// Send to all recipients (agents).
for _, recipientS := range scheduledNotification.Recipients {
// Check if SLA is already met, if met for the metric, skip the notification and mark the notification as processed.
// Check if SLA is already met, if met mark notification as processed and return.
switch scheduledNotification.Metric {
case MetricFirstResponse:
if appliedSLA.FirstResponseMetAt.Valid {
m.lo.Debug("skipping notification as first response is already met", "applied_sla_id", appliedSLA.ID)
if _, err := m.q.MarkNotificationProcessed.Exec(scheduledNotification.ID); err != nil {
m.lo.Info("skipping notification as first response is already met", "applied_sla_id", appliedSLA.ID)
if _, err := m.q.UpdateSLANotificationProcessed.Exec(scheduledNotification.ID); err != nil {
m.lo.Error("error marking notification as processed", "error", err)
}
continue
}
case MetricsResolution:
case MetricResolution:
if appliedSLA.ResolutionMetAt.Valid {
m.lo.Debug("skipping notification as resolution is already met", "applied_sla_id", appliedSLA.ID)
if _, err := m.q.MarkNotificationProcessed.Exec(scheduledNotification.ID); err != nil {
m.lo.Info("skipping notification as resolution is already met", "applied_sla_id", appliedSLA.ID)
if _, err := m.q.UpdateSLANotificationProcessed.Exec(scheduledNotification.ID); err != nil {
m.lo.Error("error marking notification as processed", "error", err)
}
continue
}
case MetricNextResponse:
if slaEvent.ID == 0 {
m.lo.Warn("next response SLA event not found", "scheduled_notification_id", scheduledNotification.ID)
return fmt.Errorf("next response SLA event not found for notification: %d", scheduledNotification.ID)
}
if slaEvent.MetAt.Valid {
m.lo.Info("skipping notification as next response is already met", "applied_sla_id", appliedSLA.ID)
if _, err := m.q.UpdateSLANotificationProcessed.Exec(scheduledNotification.ID); err != nil {
m.lo.Error("error marking notification as processed", "error", err)
}
continue
@@ -349,10 +596,19 @@ func (m *Manager) SendNotification(scheduledNotification models.ScheduledSLANoti
m.lo.Error("error parsing recipient ID", "error", err, "recipient_id", recipientS)
continue
}
// Recipient not found?
if recipientID == 0 {
if _, err := m.q.UpdateSLANotificationProcessed.Exec(scheduledNotification.ID); err != nil {
m.lo.Error("error marking notification as processed", "error", err)
}
continue
}
agent, err := m.userStore.GetAgent(recipientID, "")
if err != nil {
m.lo.Error("error fetching agent for SLA notification", "recipient_id", recipientID, "error", err)
if _, err := m.q.MarkNotificationProcessed.Exec(scheduledNotification.ID); err != nil {
if _, err := m.q.UpdateSLANotificationProcessed.Exec(scheduledNotification.ID); err != nil {
m.lo.Error("error marking notification as processed", "error", err)
}
continue
@@ -378,18 +634,21 @@ func (m *Manager) SendNotification(scheduledNotification models.ScheduledSLANoti
getFriendlyDuration := func(target time.Time) string {
d := time.Until(target)
if d < 0 {
return "Overdue by " + stringutil.FormatDuration(-d, false)
return stringutil.FormatDuration(-d, false)
}
return stringutil.FormatDuration(d, false)
}
switch scheduledNotification.Metric {
case MetricFirstResponse:
dueIn = getFriendlyDuration(appliedSLA.FirstResponseDeadlineAt)
dueIn = getFriendlyDuration(appliedSLA.FirstResponseDeadlineAt.Time)
overdueBy = getFriendlyDuration(appliedSLA.FirstResponseBreachedAt.Time)
case MetricsResolution:
dueIn = getFriendlyDuration(appliedSLA.ResolutionDeadlineAt)
case MetricResolution:
dueIn = getFriendlyDuration(appliedSLA.ResolutionDeadlineAt.Time)
overdueBy = getFriendlyDuration(appliedSLA.ResolutionBreachedAt.Time)
case MetricNextResponse:
dueIn = getFriendlyDuration(slaEvent.DeadlineAt)
overdueBy = getFriendlyDuration(slaEvent.BreachedAt.Time)
default:
m.lo.Error("unknown metric type", "metric", scheduledNotification.Metric)
return fmt.Errorf("unknown metric type: %s", scheduledNotification.Metric)
@@ -446,8 +705,8 @@ func (m *Manager) SendNotification(scheduledNotification models.ScheduledSLANoti
m.lo.Error("error sending email notification", "error", err)
}
// Set the notification as processed.
if _, err := m.q.MarkNotificationProcessed.Exec(scheduledNotification.ID); err != nil {
// Mark the notification as processed.
if _, err := m.q.UpdateSLANotificationProcessed.Exec(scheduledNotification.ID); err != nil {
m.lo.Error("error marking notification as processed", "error", err)
}
}
@@ -511,59 +770,65 @@ func (m *Manager) getBusinessHoursAndTimezone(assignedTeamID int) (bmodels.Busin
return bh, timezone, nil
}
// createNotificationSchedule creates a notification schedule in database for the applied SLA.
func (m *Manager) createNotificationSchedule(notifications models.SlaNotifications, appliedSLAID int, deadlines Deadlines, breaches Breaches) {
// createNotificationSchedule creates a notification schedule in database for the applied SLA to be sent later.
func (m *Manager) createNotificationSchedule(notifications models.SlaNotifications, appliedSLAID int, slaEventID null.Int, deadlines Deadlines, breaches Breaches) {
scheduleNotification := func(sendAt time.Time, metric, notifType string, recipients []string) {
// Make sure the sendAt time is in not too far in the past.
if sendAt.Before(time.Now().Add(-5 * time.Minute)) {
m.lo.Debug("skipping scheduling notification as it is in the past", "send_at", sendAt)
m.lo.Warn("skipping scheduling notification as it is in the past", "send_at", sendAt, "applied_sla_id", appliedSLAID, "metric", metric, "type", notifType)
return
}
if _, err := m.q.InsertScheduledSLANotification.Exec(appliedSLAID, metric, notifType, pq.Array(recipients), sendAt); err != nil {
m.lo.Info("scheduling SLA notification", "send_at", sendAt, "applied_sla_id", appliedSLAID, "metric", metric, "type", notifType, "recipients", recipients)
if _, err := m.q.InsertScheduledSLANotification.Exec(appliedSLAID, slaEventID, metric, notifType, pq.Array(recipients), sendAt); err != nil {
m.lo.Error("error inserting scheduled SLA notification", "error", err)
}
}
// Insert scheduled entries for each notification.
for _, notif := range notifications {
var (
delayDur time.Duration
err error
)
// No delay for immediate notifications.
if notif.TimeDelayType == "immediately" {
delayDur = 0
} else {
delayDur, err = time.ParseDuration(notif.TimeDelay)
if err != nil {
delayDur := time.Duration(0)
if notif.TimeDelayType != "immediately" && notif.TimeDelay != "" {
if d, err := time.ParseDuration(notif.TimeDelay); err == nil {
delayDur = d
} else {
m.lo.Error("error parsing sla notification delay", "error", err)
continue
}
}
if notif.Type == NotificationTypeWarning {
if !deadlines.FirstResponse.IsZero() {
scheduleNotification(deadlines.FirstResponse.Add(-delayDur), MetricFirstResponse, notif.Type, notif.Recipients)
}
if !deadlines.Resolution.IsZero() {
scheduleNotification(deadlines.Resolution.Add(-delayDur), MetricsResolution, notif.Type, notif.Recipients)
}
} else if notif.Type == NotificationTypeBreach {
if !breaches.FirstResponse.IsZero() {
scheduleNotification(breaches.FirstResponse.Add(delayDur), MetricFirstResponse, notif.Type, notif.Recipients)
}
if !breaches.Resolution.IsZero() {
scheduleNotification(breaches.Resolution.Add(delayDur), MetricsResolution, notif.Type, notif.Recipients)
if notif.Metric == "" {
notif.Metric = MetricAll
}
schedule := func(target null.Time, metricType string) {
if target.Valid && (notif.Metric == metricType || notif.Metric == MetricAll) {
var sendAt time.Time
if notif.Type == NotificationTypeWarning {
sendAt = target.Time.Add(-delayDur)
} else {
sendAt = target.Time.Add(delayDur)
}
scheduleNotification(sendAt, metricType, notif.Type, notif.Recipients)
}
}
switch notif.Type {
case NotificationTypeWarning:
schedule(deadlines.FirstResponse, MetricFirstResponse)
schedule(deadlines.Resolution, MetricResolution)
schedule(deadlines.NextResponse, MetricNextResponse)
case NotificationTypeBreach:
schedule(breaches.FirstResponse, MetricFirstResponse)
schedule(breaches.Resolution, MetricResolution)
schedule(breaches.NextResponse, MetricNextResponse)
}
}
}
// evaluatePendingSLAs fetches pending SLAs and evaluates them, pending SLAs are applied SLAs that have not breached or met yet.
func (m *Manager) evaluatePendingSLAs(ctx context.Context) error {
var pendingSLAs []models.AppliedSLA
if err := m.q.GetPendingSLAs.SelectContext(ctx, &pendingSLAs); err != nil {
if err := m.q.GetPendingAppliedSLA.SelectContext(ctx, &pendingSLAs); err != nil {
m.lo.Error("error fetching pending SLAs", "error", err)
return err
}
@@ -583,18 +848,18 @@ func (m *Manager) evaluatePendingSLAs(ctx context.Context) error {
}
// evaluateSLA evaluates an SLA policy on an applied SLA.
func (m *Manager) evaluateSLA(sla models.AppliedSLA) error {
m.lo.Debug("evaluating SLA", "conversation_id", sla.ConversationID, "applied_sla_id", sla.ID)
func (m *Manager) evaluateSLA(appliedSLA models.AppliedSLA) error {
m.lo.Debug("evaluating SLA", "conversation_id", appliedSLA.ConversationID, "applied_sla_id", appliedSLA.ID)
checkDeadline := func(deadline time.Time, metAt null.Time, metric string) error {
if deadline.IsZero() {
m.lo.Warn("deadline zero, skipping checking the deadline")
m.lo.Warn("deadline zero, skipping checking the deadline", "conversation_id", appliedSLA.ConversationID, "applied_sla_id", appliedSLA.ID, "metric", metric)
return nil
}
now := time.Now()
if !metAt.Valid && now.After(deadline) {
m.lo.Debug("SLA breached as current time is after deadline", "deadline", deadline, "now", now, "metric", metric)
if err := m.updateBreachAt(sla.ID, sla.SLAPolicyID, metric); err != nil {
if err := m.handleSLABreach(appliedSLA.ID, appliedSLA.SLAPolicyID, metric); err != nil {
return fmt.Errorf("updating SLA breach timestamp: %w", err)
}
return nil
@@ -603,12 +868,12 @@ func (m *Manager) evaluateSLA(sla models.AppliedSLA) error {
if metAt.Valid {
if metAt.Time.After(deadline) {
m.lo.Debug("SLA breached as met_at is after deadline", "deadline", deadline, "met_at", metAt.Time, "metric", metric)
if err := m.updateBreachAt(sla.ID, sla.SLAPolicyID, metric); err != nil {
if err := m.handleSLABreach(appliedSLA.ID, appliedSLA.SLAPolicyID, metric); err != nil {
return fmt.Errorf("updating SLA breach: %w", err)
}
} else {
m.lo.Debug("SLA type met", "deadline", deadline, "met_at", metAt.Time, "metric", metric)
if _, err := m.q.UpdateMet.Exec(sla.ID, metric); err != nil {
if _, err := m.q.UpdateAppliedSLAMetAt.Exec(appliedSLA.ID, metric); err != nil {
return fmt.Errorf("updating SLA met: %w", err)
}
}
@@ -617,37 +882,38 @@ func (m *Manager) evaluateSLA(sla models.AppliedSLA) error {
}
// If first response is not breached and not met, check the deadline and set them.
if !sla.FirstResponseBreachedAt.Valid && !sla.FirstResponseMetAt.Valid {
m.lo.Debug("checking deadline", "deadline", sla.FirstResponseDeadlineAt, "met_at", sla.ConversationFirstResponseAt.Time, "metric", MetricFirstResponse)
if err := checkDeadline(sla.FirstResponseDeadlineAt, sla.ConversationFirstResponseAt, MetricFirstResponse); err != nil {
if !appliedSLA.FirstResponseBreachedAt.Valid && !appliedSLA.FirstResponseMetAt.Valid {
m.lo.Debug("checking deadline", "deadline", appliedSLA.FirstResponseDeadlineAt, "met_at", appliedSLA.ConversationFirstResponseAt.Time, "metric", MetricFirstResponse)
if err := checkDeadline(appliedSLA.FirstResponseDeadlineAt.Time, appliedSLA.ConversationFirstResponseAt, MetricFirstResponse); err != nil {
return err
}
}
// If resolution is not breached and not met, check the deadine and set them.
if !sla.ResolutionBreachedAt.Valid && !sla.ResolutionMetAt.Valid {
m.lo.Debug("checking deadline", "deadline", sla.ResolutionDeadlineAt, "met_at", sla.ConversationResolvedAt.Time, "metric", MetricsResolution)
if err := checkDeadline(sla.ResolutionDeadlineAt, sla.ConversationResolvedAt, MetricsResolution); err != nil {
if !appliedSLA.ResolutionBreachedAt.Valid && !appliedSLA.ResolutionMetAt.Valid {
m.lo.Debug("checking deadline", "deadline", appliedSLA.ResolutionDeadlineAt, "met_at", appliedSLA.ConversationResolvedAt.Time, "metric", MetricResolution)
if err := checkDeadline(appliedSLA.ResolutionDeadlineAt.Time, appliedSLA.ConversationResolvedAt, MetricResolution); err != nil {
return err
}
}
// Update the conversation next SLA deadline.
if _, err := m.q.SetNextSLADeadline.Exec(sla.ConversationID); err != nil {
if _, err := m.q.UpdateConversationNextSLADeadline.Exec(appliedSLA.ConversationID, nil); err != nil {
return fmt.Errorf("setting conversation next SLA deadline: %w", err)
}
// Update status of applied SLA.
if _, err := m.q.UpdateSLAStatus.Exec(sla.ID); err != nil {
if _, err := m.q.UpdateAppliedSLAStatus.Exec(appliedSLA.ID); err != nil {
return fmt.Errorf("updating applied SLA status: %w", err)
}
return nil
}
// updateBreachAt updates the breach timestamp for an SLA.
func (m *Manager) updateBreachAt(appliedSLAID, slaPolicyID int, metric string) error {
if _, err := m.q.UpdateBreach.Exec(appliedSLAID, metric); err != nil {
// handleSLABreach processes a breach for the given SLA metric on an applied SLA.
// It updates the breach timestamp and schedules breach notifications if applicable.
func (m *Manager) handleSLABreach(appliedSLAID, slaPolicyID int, metric string) error {
if _, err := m.q.UpdateAppliedSLABreachedAt.Exec(appliedSLAID, metric); err != nil {
return err
}
@@ -658,15 +924,15 @@ func (m *Manager) updateBreachAt(appliedSLAID, slaPolicyID int, metric string) e
return err
}
var firstResponse, resolution time.Time
var firstResponse, resolution null.Time
if metric == MetricFirstResponse {
firstResponse = time.Now()
} else if metric == MetricsResolution {
resolution = time.Now()
firstResponse = null.TimeFrom(time.Now())
} else if metric == MetricResolution {
resolution = null.TimeFrom(time.Now())
}
// Create notification schedule.
m.createNotificationSchedule(sla.Notifications, appliedSLAID, Deadlines{}, Breaches{
m.createNotificationSchedule(sla.Notifications, appliedSLAID, null.Int{}, Deadlines{}, Breaches{
FirstResponse: firstResponse,
Resolution: resolution,
})

24
schema.sql
View File

@@ -15,7 +15,8 @@ DROP TYPE IF EXISTS "media_disposition" CASCADE; CREATE TYPE "media_disposition"
DROP TYPE IF EXISTS "media_store" CASCADE; CREATE TYPE "media_store" AS ENUM ('s3', 'fs');
DROP TYPE IF EXISTS "user_availability_status" CASCADE; CREATE TYPE "user_availability_status" AS ENUM ('online', 'away', 'away_manual', 'offline', 'away_and_reassigning');
DROP TYPE IF EXISTS "applied_sla_status" CASCADE; CREATE TYPE "applied_sla_status" AS ENUM ('pending', 'breached', 'met', 'partially_met');
DROP TYPE IF EXISTS "sla_metric" CASCADE; CREATE TYPE "sla_metric" AS ENUM ('first_response', 'resolution');
DROP TYPE IF EXISTS "sla_event_status" CASCADE; CREATE TYPE "sla_event_status" AS ENUM ('pending', 'breached', 'met');
DROP TYPE IF EXISTS "sla_metric" CASCADE; CREATE TYPE "sla_metric" AS ENUM ('first_response', 'resolution', 'next_response');
DROP TYPE IF EXISTS "sla_notification_type" CASCADE; CREATE TYPE "sla_notification_type" AS ENUM ('warning', 'breach');
DROP TYPE IF EXISTS "activity_log_type" CASCADE; CREATE TYPE "activity_log_type" AS ENUM ('agent_login', 'agent_logout', 'agent_away', 'agent_away_reassigned', 'agent_online');
@@ -39,6 +40,7 @@ CREATE TABLE sla_policies (
description TEXT NULL,
first_response_time TEXT NOT NULL,
resolution_time TEXT NOT NULL,
next_response_time TEXT NULL,
notifications JSONB DEFAULT '[]'::jsonb NOT NULL,
CONSTRAINT constraint_sla_policies_on_name CHECK (length(name) <= 140),
CONSTRAINT constraint_sla_policies_on_description CHECK (length(description) <= 300)
@@ -201,7 +203,7 @@ CREATE TABLE conversations (
-- Set to NULL when SLA policy is deleted.
sla_policy_id INT REFERENCES sla_policies(id) ON DELETE SET NULL ON UPDATE CASCADE,
-- Cascade deletes when inbox is deleted.
inbox_id INT REFERENCES inboxes(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
@@ -374,6 +376,7 @@ CREATE TABLE team_members (
CONSTRAINT constraint_team_members_on_emoji CHECK (length(emoji) <= 1)
);
CREATE UNIQUE INDEX index_unique_team_members_on_team_id_and_user_id ON team_members (team_id, user_id);
CREATE INDEX index_team_members_on_user_id ON team_members (user_id);
DROP TABLE IF EXISTS templates CASCADE;
CREATE TABLE templates (
@@ -456,12 +459,29 @@ CREATE TABLE applied_slas (
CREATE INDEX index_applied_slas_on_conversation_id ON applied_slas(conversation_id);
CREATE INDEX index_applied_slas_on_status ON applied_slas(status);
DROP TABLE IF EXISTS sla_events CASCADE;
CREATE TABLE sla_events (
id BIGSERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
status sla_event_status DEFAULT 'pending' NOT NULL,
applied_sla_id BIGINT REFERENCES applied_slas(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
sla_policy_id INT REFERENCES sla_policies(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
type sla_metric NOT NULL,
deadline_at TIMESTAMPTZ NOT NULL,
met_at TIMESTAMPTZ,
breached_at TIMESTAMPTZ
);
CREATE INDEX index_sla_events_on_applied_sla_id ON sla_events(applied_sla_id);
CREATE INDEX index_sla_events_on_status ON sla_events(status);
DROP TABLE IF EXISTS scheduled_sla_notifications CASCADE;
CREATE TABLE scheduled_sla_notifications (
id BIGSERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
applied_sla_id BIGINT NOT NULL REFERENCES applied_slas(id) ON DELETE CASCADE,
sla_event_id BIGINT REFERENCES sla_events(id) ON DELETE CASCADE,
metric sla_metric NOT NULL,
notification_type sla_notification_type NOT NULL,
recipients TEXT[] NOT NULL,