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feat: allow setting metric per SLA notification, so admins can set SLA alert per metric or just set to all if they want a notification to be sent for all metrics

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- Make sla time fields (first response, next response, resolution) optional, only 1 field is required.
This commit is contained in:
Abhinav Raut
2025-05-25 20:05:35 +05:30
parent 8ad2f078ac
commit 7426a09478
9 changed files with 253 additions and 167 deletions
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2
cmd/main.go
View File

@@ -195,7 +195,7 @@ func main() {
go conversation.Run(ctx, messageIncomingQWorkers, messageOutgoingQWorkers, messageOutgoingScanInterval)
go conversation.RunUnsnoozer(ctx, unsnoozeInterval)
go notifier.Run(ctx)
go sla.Start(ctx, slaEvaluationInterval)
go sla.Run(ctx, slaEvaluationInterval)
go sla.SendNotifications(ctx)
go media.DeleteUnlinkedMedia(ctx)
go user.MonitorAgentAvailability(ctx)

84
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)
@@ -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 {
@@ -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 {
@@ -108,59 +108,71 @@ 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 == "" && sla.NextResponseTime == "" && sla.ResolutionTime == "" {
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)
}
}
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 != "" {
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)
}
}
rt, err := time.ParseDuration(sla.ResolutionTime)
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)
}
if frt > rt {
return envelope.NewError(envelope.InputError, app.i18n.T("sla.firstResponseTimeAfterResolution"), nil)
// Validate resolution time duration string if not empty.
if sla.ResolutionTime != "" {
rt, err := time.ParseDuration(sla.ResolutionTime)
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 != "" {
frt, _ := time.ParseDuration(sla.FirstResponseTime)
if frt > rt {
return envelope.NewError(envelope.InputError, app.i18n.T("sla.firstResponseTimeAfterResolution"), nil)
}
}
}
nrt, err := time.ParseDuration(sla.NextResponseTime)
if err != nil {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`next_response_time`"), nil)
}
if nrt.Seconds() < 1 {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`next_response_time`"), nil)
// Validate next response time duration string if not empty.
if sla.NextResponseTime != "" {
nrt, err := time.ParseDuration(sla.NextResponseTime)
if err != nil {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`next_response_time`"), nil)
}
if nrt.Seconds() < 1 {
return envelope.NewError(envelope.InputError, app.i18n.Ts("globals.messages.invalid", "name", "`next_response_time`"), nil)
}
}
return nil

69
frontend/src/features/admin/sla/SLAForm.vue
View File

@@ -109,16 +109,16 @@
{{
notification.type === 'warning' ? t('admin.sla.warning') : t('admin.sla.breach')
}}
{{ t('admin.sla.notification') }}
{{ 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"
>
@@ -142,16 +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>
@@ -172,7 +172,7 @@
}}
</FormLabel>
<FormControl>
<Select v-bind="componentField" class="hover:border-foreground/30">
<Select v-bind="componentField">
<SelectTrigger class="w-full">
<SelectValue :placeholder="t('admin.sla.selectDuration')" />
</SelectTrigger>
@@ -182,7 +182,6 @@
v-for="duration in delayDurations"
:key="duration"
:value="duration"
class="focus:bg-accent"
>
{{ duration }}
</SelectItem>
@@ -205,7 +204,7 @@
<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
@@ -225,6 +224,39 @@
</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('admin.sla.metric') }}
</FormLabel>
<FormControl>
<Select v-bind="componentField">
<SelectTrigger class="w-full">
<SelectValue :placeholder="t('admin.sla.selectMetric')" />
</SelectTrigger>
<SelectContent>
<SelectGroup>
<SelectItem value="all">
{{ t('admin.sla.metrics.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>
@@ -235,7 +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>
@@ -251,7 +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,
@@ -343,7 +385,8 @@ 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)
}
@@ -364,6 +407,8 @@ 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'

127
frontend/src/features/admin/sla/formSchema.js
View File

@@ -1,58 +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'),
}),
next_response_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().optional().refine(val => !val || isGoHourMinuteDuration(val), {
message: t('globals.messages.goHourMinuteDuration'),
}),
resolution_time: z.string().optional().refine(val => !val || isGoHourMinuteDuration(val), {
message: t('globals.messages.goHourMinuteDuration'),
}),
next_response_time: z.string().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('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'],
});
}
}
})
)
.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,
})
}
})

30
i18n/en.json
View File

@@ -81,6 +81,7 @@
"globals.terms.key": "Key | Keys",
"globals.terms.note": "Note | Notes",
"globals.terms.ipAddress": "IP Address | IP Addresses",
"globals.terms.alert": "Alert | Alerts",
"globals.messages.badRequest": "Bad request",
"globals.messages.adjustFilters": "Try adjusting filters",
"globals.messages.errorUpdating": "Error updating {name}",
@@ -381,27 +382,30 @@
"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": "First response time",
"admin.sla.resolutionTime": "Resolution time",
"admin.sla.nextResponseTime": "Next 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.nextResponseTime": "Next Response Time",
"admin.sla.nextResponseTime.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.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.metric": "SLA Metric",
"admin.sla.selectMetric": "Select SLA metric",
"admin.sla.metrics.all": "All",
"admin.sla.atleastOneSLATimeRequired": "At least one of First Response Time, Next Response Time, or Resolution Time must be provided.",
"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",

1
internal/sla/models/models.go
View File

@@ -52,6 +52,7 @@ 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

9
internal/sla/queries.sql
View File

@@ -195,8 +195,7 @@ RETURNING id;
-- name: set-latest-sla-event-met-at
UPDATE sla_events
SET met_at = NOW(),
status = CASE WHEN NOW() > deadline_at THEN 'breached'::sla_event_status ELSE 'met'::sla_event_status END
SET met_at = NOW()
WHERE id = (
SELECT id FROM sla_events
WHERE applied_sla_id = $1 AND type = $2 AND met_at IS NULL
@@ -208,7 +207,7 @@ RETURNING met_at;
-- name: mark-sla-event-as-breached
UPDATE sla_events
SET breached_at = NOW(),
status = 'breached'
status = 'breached'
WHERE id = $1;
-- name: mark-sla-event-as-met
@@ -216,7 +215,7 @@ UPDATE sla_events
SET status = 'met'
WHERE id = $1;
-- name: get-sla-event
-- name: get-sla-event-by-id
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;
@@ -224,4 +223,4 @@ WHERE id = $1;
-- name: get-pending-sla-events
SELECT id
FROM sla_events
WHERE status = 'pending' and deadline_at IS NOT NULL;
WHERE status = 'pending' AND deadline_at IS NOT NULL;

92
internal/sla/sla.go
View File

@@ -38,6 +38,7 @@ const (
MetricFirstResponse = "first_response"
MetricResolution = "resolution"
MetricNextResponse = "next_response"
MetricAll = "all"
NotificationTypeWarning = "warning"
NotificationTypeBreach = "breach"
@@ -103,11 +104,10 @@ type businessHrsStore interface {
// queries hold prepared SQL queries.
type queries struct {
// TODO: name queries better.
GetSLA *sqlx.Stmt `query:"get-sla-policy"`
GetAllSLA *sqlx.Stmt `query:"get-all-sla-policies"`
GetAppliedSLA *sqlx.Stmt `query:"get-applied-sla"`
GetSLAEvent *sqlx.Stmt `query:"get-sla-event"`
GetSLAEventByID *sqlx.Stmt `query:"get-sla-event-by-id"`
GetScheduledSLANotifications *sqlx.Stmt `query:"get-scheduled-sla-notifications"`
GetLatestAppliedSLAForConversation *sqlx.Stmt `query:"get-latest-applied-sla-for-conversation"`
InsertScheduledSLANotification *sqlx.Stmt `query:"insert-scheduled-sla-notification"`
@@ -372,14 +372,18 @@ func (m *Manager) SetLatestSLAEventMetAt(conversationID int, metric string) (tim
return metAt, nil
}
// evaluatePendingSLAEvents fetches pending SLA events and marks them as breached if the deadline has passed.
// 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)
}
m.lo.Info("found SLA events that have breached", "count", len(slaEvents))
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)
@@ -390,13 +394,13 @@ func (m *Manager) evaluatePendingSLAEvents(ctx context.Context) error {
default:
}
if err := m.q.GetSLAEvent.GetContext(ctx, &event, event.ID); err != nil {
if err := m.q.GetSLAEventByID.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 marking as breached", "sla_event_id", event.ID)
m.lo.Warn("SLA event deadline is zero, skipping evaluation", "sla_event_id", event.ID)
continue
}
@@ -418,9 +422,9 @@ func (m *Manager) evaluatePendingSLAEvents(ctx context.Context) error {
}
}
// Schedule a breach notification if the event is not met at all.
// Schedule a breach notification if the event is not met at all and SLA breached.
if !event.MetAt.Valid && hasBreached {
// Check if the SLA policy is already cached.
// Get policy from cache.
slaPolicy, ok := slaPolicyCache[event.SlaPolicyID]
if !ok {
var err error
@@ -439,8 +443,8 @@ func (m *Manager) evaluatePendingSLAEvents(ctx context.Context) error {
return nil
}
// Start begins SLA and SLA event evaluation loops in separate goroutines.
func (m *Manager) Start(ctx context.Context, interval time.Duration) {
// 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)
@@ -515,14 +519,14 @@ func (m *Manager) SendNotifications(ctx context.Context) error {
}
}
// SendNotification sends a SLA notification to agents.
// SendNotification sends a SLA notification to agents, a schedule notification can be linked to a specific SLA event or applied SLA.
func (m *Manager) SendNotification(scheduledNotification models.ScheduledSLANotification) error {
var (
appliedSLA models.AppliedSLA
slaEvent models.SLAEvent
)
if scheduledNotification.SlaEventID.Int != 0 {
if err := m.q.GetSLAEvent.Get(&slaEvent, scheduledNotification.SlaEventID.Int); err != nil {
if err := m.q.GetSLAEventByID.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)
}
@@ -760,14 +764,15 @@ func (m *Manager) getBusinessHoursAndTimezone(assignedTeamID int) (bmodels.Busin
return bh, timezone, nil
}
// createNotificationSchedule creates a notification schedule in database for the applied SLA.
// 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, "applied_sla_id", appliedSLAID, "metric", metric, "type", notifType)
m.lo.Warn("skipping scheduling notification as it is in the past", "send_at", sendAt, "applied_sla_id", appliedSLAID, "metric", metric, "type", notifType)
return
}
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)
}
@@ -775,43 +780,42 @@ func (m *Manager) createNotificationSchedule(notifications models.SlaNotificatio
// 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), MetricResolution, notif.Type, notif.Recipients)
}
if !deadlines.NextResponse.IsZero() {
scheduleNotification(deadlines.NextResponse.Add(-delayDur), MetricNextResponse, 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), MetricResolution, notif.Type, notif.Recipients)
}
if !breaches.NextResponse.IsZero() {
scheduleNotification(breaches.NextResponse.Add(delayDur), MetricNextResponse, notif.Type, notif.Recipients)
if notif.Metric == "" {
notif.Metric = MetricAll
}
schedule := func(target time.Time, metricType string) {
if !target.IsZero() && (notif.Metric == metricType || notif.Metric == MetricAll) {
var sendAt time.Time
if notif.Type == NotificationTypeWarning {
sendAt = target.Add(-delayDur)
} else {
sendAt = target.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)
}
}
}