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>

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