feat: Add push/email notification support for SLA (#9140)

* feat: update SLA evaluation logic

* Update enterprise/app/services/sla/evaluate_applied_sla_service.rb

Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>

* chore: refactor spec to bring down expecations in a single block

* chore: fix process_account_applied_sla spec

* chore: add spec to test multiple nrt misses

* feat: persist sla notifications

* feat: revert persist sla notifications

* feat: add SLA push/email notification support

* chore: refactor sla_status to include active_with_misses

* chore: add support for sla push/email notifications

* chore: refactor

* chore: add liquid templates

* chore: add spec for liquid templates

* chore: add spec for sla email notifications

* chore: add spec for SlaPolicyDrop

* chore: refactor to ee namespace

* chore: set enterprise test type to mailer

* feat: enable sla notification settings only if SLA enabled

* chore: refactor

* chore: fix spec

---------

Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>

app/javascript/dashboard/i18n/locale/en/settings.json

@@ -83,7 +83,10 @@
         "CONVERSATION_CREATION": "Send email notifications when a new conversation is created",
         "CONVERSATION_MENTION": "Send email notifications when you are mentioned in a conversation",
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in an assigned conversation",
-        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation"
+        "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send email notifications when a new message is created in a participating conversation",
+        "SLA_MISSED_FIRST_RESPONSE": "Send email notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send email notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send email notifications when a conversation misses resolution SLA"
       },
       "API": {
         "UPDATE_SUCCESS": "Your notification preferences are updated successfully",
@@ -98,7 +101,10 @@
         "ASSIGNED_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in an assigned conversation",
         "PARTICIPATING_CONVERSATION_NEW_MESSAGE": "Send push notifications when a new message is created in a participating conversation",
         "HAS_ENABLED_PUSH": "You have enabled push for this browser.",
-        "REQUEST_PUSH": "Enable push notifications"
+        "REQUEST_PUSH": "Enable push notifications",
+        "SLA_MISSED_FIRST_RESPONSE": "Send push notifications when a conversation misses first response SLA",
+        "SLA_MISSED_NEXT_RESPONSE": "Send push notifications when a conversation misses next response SLA",
+        "SLA_MISSED_RESOLUTION": "Send push notifications when a conversation misses resolution SLA"
       },
       "PROFILE_IMAGE": {
         "LABEL": "Profile Image"

app/javascript/dashboard/routes/dashboard/settings/profile/NotificationSettings.vue

@@ -236,6 +236,54 @@
             }}
           </label>
         </div>
+        <div v-if="isSLAEnabled" class="flex items-center gap-2 mb-1">
+          <input
+            v-model="selectedEmailFlags"
+            class="notification--checkbox"
+            type="checkbox"
+            value="email_sla_missed_first_response"
+            @input="handleEmailInput"
+          />
+          <label for="sla_missed_first_response">
+            {{
+              $t(
+                'PROFILE_SETTINGS.FORM.EMAIL_NOTIFICATIONS_SECTION.SLA_MISSED_FIRST_RESPONSE'
+              )
+            }}
+          </label>
+        </div>
+        <div v-if="isSLAEnabled" class="flex items-center gap-2 mb-1">
+          <input
+            v-model="selectedEmailFlags"
+            class="notification--checkbox"
+            type="checkbox"
+            value="email_sla_missed_next_response"
+            @input="handleEmailInput"
+          />
+          <label for="sla_missed_next_response">
+            {{
+              $t(
+                'PROFILE_SETTINGS.FORM.EMAIL_NOTIFICATIONS_SECTION.SLA_MISSED_NEXT_RESPONSE'
+              )
+            }}
+          </label>
+        </div>
+        <div v-if="isSLAEnabled" class="flex items-center gap-2 mb-1">
+          <input
+            v-model="selectedEmailFlags"
+            class="notification--checkbox"
+            type="checkbox"
+            value="email_sla_missed_resolution"
+            @input="handleEmailInput"
+          />
+          <label for="sla_missed_resolution">
+            {{
+              $t(
+                'PROFILE_SETTINGS.FORM.EMAIL_NOTIFICATIONS_SECTION.SLA_MISSED_RESOLUTION'
+              )
+            }}
+          </label>
+        </div>
       </div>
     </div>
     <div
@@ -352,6 +400,57 @@
             }}
           </label>
         </div>
+
+        <div v-if="isSLAEnabled" class="flex items-center gap-2 mb-1">
+          <input
+            v-model="selectedPushFlags"
+            class="notification--checkbox"
+            type="checkbox"
+            value="push_sla_missed_first_response"
+            @input="handlePushInput"
+          />
+          <label for="sla_missed_first_response">
+            {{
+              $t(
+                'PROFILE_SETTINGS.FORM.PUSH_NOTIFICATIONS_SECTION.SLA_MISSED_FIRST_RESPONSE'
+              )
+            }}
+          </label>
+        </div>
+
+        <div v-if="isSLAEnabled" class="flex items-center gap-2 mb-1">
+          <input
+            v-model="selectedPushFlags"
+            class="notification--checkbox"
+            type="checkbox"
+            value="push_sla_missed_next_response"
+            @input="handlePushInput"
+          />
+          <label for="sla_missed_next_response">
+            {{
+              $t(
+                'PROFILE_SETTINGS.FORM.PUSH_NOTIFICATIONS_SECTION.SLA_MISSED_NEXT_RESPONSE'
+              )
+            }}
+          </label>
+        </div>
+
+        <div v-if="isSLAEnabled" class="flex items-center gap-2 mb-1">
+          <input
+            v-model="selectedPushFlags"
+            class="notification--checkbox"
+            type="checkbox"
+            value="push_sla_missed_resolution"
+            @input="handlePushInput"
+          />
+          <label for="sla_missed_resolution">
+            {{
+              $t(
+                'PROFILE_SETTINGS.FORM.PUSH_NOTIFICATIONS_SECTION.SLA_MISSED_RESOLUTION'
+              )
+            }}
+          </label>
+        </div>
       </div>
     </div>
   </div>
@@ -367,6 +466,7 @@ import {
   requestPushPermissions,
   verifyServiceWorkerExistence,
 } from '../../../../helper/pushHelper';
+import { FEATURE_FLAGS } from 'dashboard/featureFlags';
 
 export default {
   mixins: [alertMixin, configMixin, uiSettingsMixin],
@@ -393,13 +493,18 @@ export default {
   },
   computed: {
     ...mapGetters({
+      accountId: 'getCurrentAccountId',
       emailFlags: 'userNotificationSettings/getSelectedEmailFlags',
       pushFlags: 'userNotificationSettings/getSelectedPushFlags',
       uiSettings: 'getUISettings',
+      isFeatureEnabledonAccount: 'accounts/isFeatureEnabledonAccount',
     }),
     hasPushAPISupport() {
       return !!('Notification' in window);
     },
+    isSLAEnabled() {
+      return this.isFeatureEnabledonAccount(this.accountId, FEATURE_FLAGS.SLA);
+    },
   },
   watch: {
     emailFlags(value) {

app/mailers/agent_notifications/conversation_notifications_mailer.rb

@@ -61,7 +61,10 @@ class AgentNotifications::ConversationNotificationsMailer < ApplicationMailer
                   user: @agent,
                   conversation: @conversation,
                   inbox: @conversation.inbox,
-                  message: @message
+                  message: @message,
+                  sla_policy: @sla_policy
                 })
   end
 end
+
+AgentNotifications::ConversationNotificationsMailer.include_mod_with('AgentNotifications::ConversationNotificationsMailer')

app/models/application_record.rb

@@ -5,11 +5,13 @@ class ApplicationRecord < ActiveRecord::Base
   before_validation :validates_column_content_length
 
   # the models that exposed in email templates through liquid
-  DROPPABLES = %w[Account Channel Conversation Inbox User Message].freeze
+  def droppables
+    %w[Account Channel Conversation Inbox User Message]
+  end
 
   # ModelDrop class should exist in app/drops
   def to_drop
-    return unless DROPPABLES.include?(self.class.name)
+    return unless droppables.include?(self.class.name)
 
     "#{self.class.name}Drop".constantize.new(self)
   end
@@ -47,3 +49,5 @@ class ApplicationRecord < ActiveRecord::Base
     end
   end
 end
+
+ApplicationRecord.include_mod_with('Enterprise::ApplicationRecord')

app/models/notification.rb

@@ -118,11 +118,11 @@ class Notification < ApplicationRecord
 
   def push_message_body
     case notification_type
-    when 'conversation_creation'
+    when 'conversation_creation', 'sla_missed_first_response'
       message_body(conversation.messages.first)
     when 'assigned_conversation_new_message', 'participating_conversation_new_message', 'conversation_mention'
       message_body(secondary_actor)
-    when 'conversation_assignment'
+    when 'conversation_assignment', 'sla_missed_next_response', 'sla_missed_resolution'
       message_body(conversation.messages.incoming.last)
     else
       ''

app/views/mailers/agent_notifications/conversation_notifications_mailer/sla_missed_first_response.liquid

@@ -0,0 +1,10 @@
+<p>Hi {{user.available_name}},</p>
+
+<p>
+  Conversation #{{conversation.display_id}} in {{ inbox.name }} 
+  has missed the SLA for first response  under policy {{ sla_policy.name }}.
+</p>
+
+<p>
+<a href="{{action_url}}">Please address immediately.</a>
+</p>

app/views/mailers/agent_notifications/conversation_notifications_mailer/sla_missed_next_response.liquid

@@ -0,0 +1,10 @@
+<p>Hi {{user.available_name}},</p>
+
+<p>
+  Conversation #{{conversation.display_id}} in {{ inbox.name }} 
+  has missed the SLA for next response under policy {{ sla_policy.name }}..
+</p>
+
+<p>
+<a href="{{action_url}}">Please address immediately.</a>
+</p>

app/views/mailers/agent_notifications/conversation_notifications_mailer/sla_missed_resolution.liquid

@@ -0,0 +1,10 @@
+<p>Hi {{user.available_name}},</p>
+
+<p>
+  Conversation #{{conversation.display_id}} in {{ inbox.name }} 
+  has missed the SLA for resolution time under policy {{ sla_policy.name }}.
+</p>
+
+<p>
+<a href="{{action_url}}">Please address immediately.</a>
+</p>

enterprise/app/drops/sla_policy_drop.rb

@@ -0,0 +1,9 @@
+class SlaPolicyDrop < BaseDrop
+  def name
+    @obj.try(:name)
+  end
+
+  def description
+    @obj.try(:description)
+  end
+end

enterprise/app/mailers/enterprise/agent_notifications/conversation_notifications_mailer.rb

@@ -0,0 +1,32 @@
+module Enterprise::AgentNotifications::ConversationNotificationsMailer
+  def sla_missed_first_response(conversation, agent, sla_policy)
+    return unless smtp_config_set_or_development?
+
+    @agent = agent
+    @conversation = conversation
+    @sla_policy = sla_policy
+    subject = "Conversation [ID - #{@conversation.display_id}] missed SLA for first response"
+    @action_url = app_account_conversation_url(account_id: @conversation.account_id, id: @conversation.display_id)
+    send_mail_with_liquid(to: @agent.email, subject: subject) and return
+  end
+
+  def sla_missed_next_response(conversation, agent, sla_policy)
+    return unless smtp_config_set_or_development?
+
+    @agent = agent
+    @conversation = conversation
+    @sla_policy = sla_policy
+    @action_url = app_account_conversation_url(account_id: @conversation.account_id, id: @conversation.display_id)
+    send_mail_with_liquid(to: @agent.email, subject: "Conversation [ID - #{@conversation.display_id}] missed SLA for next response") and return
+  end
+
+  def sla_missed_resolution(conversation, agent, sla_policy)
+    return unless smtp_config_set_or_development?
+
+    @agent = agent
+    @conversation = conversation
+    @sla_policy = sla_policy
+    @action_url = app_account_conversation_url(account_id: @conversation.account_id, id: @conversation.display_id)
+    send_mail_with_liquid(to: @agent.email, subject: "Conversation [ID - #{@conversation.display_id}] missed SLA for resolution time") and return
+  end
+end

enterprise/app/models/enterprise/application_record.rb

@@ -0,0 +1,5 @@
+module Enterprise::ApplicationRecord
+  def droppables
+    super + %w[SlaPolicy]
+  end
+end

spec/enterprise/drops/sla_policy_drop_spec.rb

@@ -0,0 +1,15 @@
+require 'rails_helper'
+
+describe SlaPolicyDrop do
+  subject(:sla_policy_drop) { described_class.new(sla_policy) }
+
+  let!(:sla_policy) { create(:sla_policy) }
+
+  it 'returns name' do
+    expect(sla_policy_drop.name).to eq sla_policy.name
+  end
+
+  it 'returns description' do
+    expect(sla_policy_drop.description).to eq sla_policy.description
+  end
+end

spec/enterprise/mailers/enterprise/agent_notifications/conversation_notifications_mailer_spec.rb

@@ -0,0 +1,54 @@
+require 'rails_helper'
+
+# rails helper is using infer filetype to detect rspec type
+# so we need to include type: :mailer to make this test work in enterprise namespace
+RSpec.describe AgentNotifications::ConversationNotificationsMailer, type: :mailer do
+  let(:class_instance) { described_class.new }
+  let!(:account) { create(:account) }
+  let(:agent) { create(:user, email: 'agent1@example.com', account: account) }
+  let(:conversation) { create(:conversation, assignee: agent, account: account) }
+
+  before do
+    allow(described_class).to receive(:new).and_return(class_instance)
+    allow(class_instance).to receive(:smtp_config_set_or_development?).and_return(true)
+  end
+
+  describe 'sla_missed_first_response' do
+    let(:sla_policy) { create(:sla_policy, account: account) }
+    let(:mail) { described_class.with(account: account).sla_missed_first_response(conversation, agent, sla_policy).deliver_now }
+
+    it 'renders the subject' do
+      expect(mail.subject).to eq("Conversation [ID - #{conversation.display_id}] missed SLA for first response")
+    end
+
+    it 'renders the receiver email' do
+      expect(mail.to).to eq([agent.email])
+    end
+  end
+
+  describe 'sla_missed_next_response' do
+    let(:sla_policy) { create(:sla_policy, account: account) }
+    let(:mail) { described_class.with(account: account).sla_missed_next_response(conversation, agent, sla_policy).deliver_now }
+
+    it 'renders the subject' do
+      expect(mail.subject).to eq("Conversation [ID - #{conversation.display_id}] missed SLA for next response")
+    end
+
+    it 'renders the receiver email' do
+      expect(mail.to).to eq([agent.email])
+    end
+  end
+
+  describe 'sla_missed_resolution' do
+    let(:sla_policy) { create(:sla_policy, account: account) }
+    let(:mail) { described_class.with(account: account).sla_missed_resolution(conversation, agent, sla_policy).deliver_now }
+
+    it 'renders the subject' do
+      expect(mail.subject).to eq("Conversation [ID - #{conversation.display_id}] missed SLA for resolution time")
+    end
+
+    it 'renders the receiver email' do
+      expect(mail.to).to eq([agent.email])
+    end
+  end
+end