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feat: refactor SLA evaluation logic (#9133)

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* feat: update SLA evaluation logic

* chore: handle nrt

* chore: handle applied_sla status

* 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

* chore: refactor sla_status to include active_with_misses

* chore: refactor spec

* Update evaluate_applied_sla_service.rb

* minor refactors

* clean up

* move notification related spec

* chore: refactor notifications spec to sla_event model

---------

Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>
Co-authored-by: Sojan Jose <sojan@pepalo.com>
This commit is contained in:
Vishnu Narayanan
2024-03-29 02:01:43 +11:00
committed by GitHub
parent 9a1c54a82d
commit 6956436a76
7 changed files with 184 additions and 80 deletions
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77
enterprise/app/services/sla/evaluate_applied_sla_service.rb
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@@ -7,8 +7,8 @@ class Sla::EvaluateAppliedSlaService
# We will calculate again in the next iteration
return unless applied_sla.conversation.resolved?
# No SLA missed, so marking as hit as conversation is resolved
handle_hit_sla(applied_sla) if applied_sla.active?
# after conversation is resolved, we will check if the SLA was hit or missed
handle_hit_sla(applied_sla)
end
private
@@ -49,6 +49,14 @@ class Sla::EvaluateAppliedSlaService
handle_missed_sla(applied_sla, 'nrt')
end
def get_last_message_id(conversation)
conversation.messages.where(message_type: :incoming).last&.id
end
def already_missed?(applied_sla, type, meta = {})
SlaEvent.exists?(applied_sla: applied_sla, event_type: type, meta: meta)
end
def check_resolution_time_threshold(applied_sla, conversation, sla_policy)
return if conversation.resolved?
@@ -58,48 +66,41 @@ class Sla::EvaluateAppliedSlaService
handle_missed_sla(applied_sla, 'rt')
end
def handle_missed_sla(applied_sla, type)
return unless applied_sla.active?
def handle_missed_sla(applied_sla, type, meta = {})
meta = { message_id: get_last_message_id(applied_sla.conversation) } if type == 'nrt'
return if already_missed?(applied_sla, type, meta)
applied_sla.update!(sla_status: 'missed')
generate_notifications_for_sla(applied_sla, type)
Rails.logger.warn "SLA missed for conversation #{applied_sla.conversation.id} " \
create_sla_event(applied_sla, type, meta)
Rails.logger.warn "SLA #{type} missed for conversation #{applied_sla.conversation.id} " \
"in account #{applied_sla.account_id} " \
"for sla_policy #{applied_sla.sla_policy.id}"
applied_sla.update!(sla_status: 'active_with_misses') if applied_sla.sla_status != 'active_with_misses'
end
def handle_hit_sla(applied_sla)
return unless applied_sla.active?
applied_sla.update!(sla_status: 'hit')
Rails.logger.info "SLA hit for conversation #{applied_sla.conversation.id} " \
"in account #{applied_sla.account_id} " \
"for sla_policy #{applied_sla.sla_policy.id}"
end
def generate_notifications_for_sla(applied_sla, type)
notify_users = applied_sla.conversation.conversation_participants.map(&:user)
# add all admins from the account to notify list
notify_users += applied_sla.account.administrators
# ensure conversation assignee is notified
notify_users += [applied_sla.conversation.assignee] if applied_sla.conversation.assignee.present?
notification_type = if type == 'frt'
'sla_missed_first_response'
elsif type == 'nrt'
'sla_missed_next_response'
else
'sla_missed_resolution'
end
notify_users.uniq.each do |user|
NotificationBuilder.new(
notification_type: notification_type,
user: user,
account: applied_sla.account,
primary_actor: applied_sla.conversation,
secondary_actor: applied_sla.sla_policy
).perform
if applied_sla.active?
applied_sla.update!(sla_status: 'hit')
Rails.logger.info "SLA hit for conversation #{applied_sla.conversation.id} " \
"in account #{applied_sla.account_id} " \
"for sla_policy #{applied_sla.sla_policy.id}"
else
applied_sla.update!(sla_status: 'missed')
Rails.logger.info "SLA missed for conversation #{applied_sla.conversation.id} " \
"in account #{applied_sla.account_id} " \
"for sla_policy #{applied_sla.sla_policy.id}"
end
end
def create_sla_event(applied_sla, event_type, meta = {})
SlaEvent.create!(
applied_sla: applied_sla,
conversation: applied_sla.conversation,
event_type: event_type,
meta: meta,
account: applied_sla.account,
inbox: applied_sla.conversation.inbox,
sla_policy: applied_sla.sla_policy
)
end
end