feat: refactor SLA evaluation logic (#9133)
* 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
@@ -3,8 +3,6 @@ require 'rails_helper'
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RSpec.describe Sla::EvaluateAppliedSlaService do
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let!(:account) { create(:account) }
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let!(:user_1) { create(:user, account: account) }
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let!(:user_2) { create(:user, account: account) }
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let!(:admin) { create(:user, account: account, role: :administrator) }
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let!(:sla_policy) do
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create(:sla_policy,
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@@ -28,19 +26,17 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
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it 'updates the SLA status to missed and logs a warning' do
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allow(Rails.logger).to receive(:warn)
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described_class.new(applied_sla: applied_sla).perform
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expect(Rails.logger).to have_received(:warn).with("SLA missed for conversation #{conversation.id} in account " \
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expect(Rails.logger).to have_received(:warn).with("SLA frt missed for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
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expect(applied_sla.reload.sla_status).to eq('missed')
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expect(applied_sla.reload.sla_status).to eq('active_with_misses')
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end
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expect(Notification.count).to eq(2)
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# check if notification type is sla_missed_first_response
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expect(Notification.where(notification_type: 'sla_missed_first_response').count).to eq(2)
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# Check if notification is created for the assignee
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expect(Notification.where(user_id: user_1.id).count).to eq(1)
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# Check if notification is created for the account admin
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expect(Notification.where(user_id: admin.id).count).to eq(1)
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# Check if no notification is created for other user
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expect(Notification.where(user_id: user_2.id).count).to eq(0)
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it 'creates SlaEvent only for frt miss' do
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described_class.new(applied_sla: applied_sla).perform
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'frt').count).to eq(1)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'nrt').count).to eq(0)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'rt').count).to eq(0)
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end
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end
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@@ -53,19 +49,17 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
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it 'updates the SLA status to missed and logs a warning' do
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allow(Rails.logger).to receive(:warn)
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described_class.new(applied_sla: applied_sla).perform
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expect(Rails.logger).to have_received(:warn).with("SLA missed for conversation #{conversation.id} in account " \
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expect(Rails.logger).to have_received(:warn).with("SLA nrt missed for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
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expect(applied_sla.reload.sla_status).to eq('missed')
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expect(applied_sla.reload.sla_status).to eq('active_with_misses')
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end
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expect(Notification.count).to eq(2)
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# check if notification type is sla_missed_first_response
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expect(Notification.where(notification_type: 'sla_missed_next_response').count).to eq(2)
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# Check if notification is created for the assignee
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expect(Notification.where(user_id: user_1.id).count).to eq(1)
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# Check if notification is created for the account admin
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expect(Notification.where(user_id: admin.id).count).to eq(1)
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# Check if no notification is created for other user
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expect(Notification.where(user_id: user_2.id).count).to eq(0)
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it 'creates SlaEvent only for nrt miss' do
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described_class.new(applied_sla: applied_sla).perform
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'frt').count).to eq(0)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'nrt').count).to eq(1)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'rt').count).to eq(0)
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end
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end
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@@ -75,18 +69,18 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
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it 'updates the SLA status to missed and logs a warning' do
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allow(Rails.logger).to receive(:warn)
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described_class.new(applied_sla: applied_sla).perform
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expect(Rails.logger).to have_received(:warn).with("SLA missed for conversation #{conversation.id} in account " \
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expect(Rails.logger).to have_received(:warn).with("SLA rt missed for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
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expect(applied_sla.reload.sla_status).to eq('missed')
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expect(Notification.count).to eq(2)
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expect(Notification.where(notification_type: 'sla_missed_resolution').count).to eq(2)
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# Check if notification is created for the assignee
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expect(Notification.where(user_id: user_1.id).count).to eq(1)
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# Check if notification is created for the account admin
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expect(Notification.where(user_id: admin.id).count).to eq(1)
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# Check if no notification is created for other user
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expect(Notification.where(user_id: user_2.id).count).to eq(0)
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expect(applied_sla.reload.sla_status).to eq('active_with_misses')
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end
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it 'creates SlaEvent only for rt miss' do
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described_class.new(applied_sla: applied_sla).perform
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'frt').count).to eq(0)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'nrt').count).to eq(0)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'rt').count).to eq(1)
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end
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end
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@@ -110,13 +104,14 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
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conversation.update(first_reply_created_at: 5.hours.ago, waiting_since: 5.hours.ago)
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end
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it 'updates the SLA status to missed and logs a warning' do
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it 'updates the SLA status to missed and logs multiple warnings' do
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allow(Rails.logger).to receive(:warn)
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described_class.new(applied_sla: applied_sla).perform
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expect(Rails.logger).to have_received(:warn).with("SLA missed for conversation #{conversation.id} in account " \
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expect(Rails.logger).to have_received(:warn).with("SLA rt missed for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}").exactly(1).time
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expect(applied_sla.reload.sla_status).to eq('missed')
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expect(Notification.count).to eq(2)
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expect(Rails.logger).to have_received(:warn).with("SLA nrt missed for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}").exactly(1).time
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expect(applied_sla.reload.sla_status).to eq('active_with_misses')
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end
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end
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end
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@@ -140,6 +135,7 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
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expect(Rails.logger).to have_received(:info).with("SLA hit for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
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expect(applied_sla.reload.sla_status).to eq('hit')
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expect(SlaEvent.count).to eq(0)
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expect(Notification.count).to eq(0)
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end
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end
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@@ -162,6 +158,7 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
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expect(Rails.logger).to have_received(:info).with("SLA hit for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
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expect(applied_sla.reload.sla_status).to eq('hit')
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expect(SlaEvent.count).to eq(0)
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end
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end
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@@ -177,7 +174,52 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
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expect(Rails.logger).to have_received(:info).with("SLA hit for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
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expect(applied_sla.reload.sla_status).to eq('hit')
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expect(SlaEvent.count).to eq(0)
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end
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end
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end
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describe 'SLA evaluation with frt hit, multiple nrt misses and rt miss' do
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before do
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# Setup SLA Policy thresholds
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sla_policy.update(
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first_response_time_threshold: 2.hours, # Hit frt
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next_response_time_threshold: 1.hour, # Miss nrt multiple times
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resolution_time_threshold: 4.hours # Miss rt
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)
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# Simulate conversation timeline
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# Hit frt
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# incoming message from customer
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create(:message, conversation: conversation, created_at: 6.hours.ago, message_type: :incoming)
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# outgoing message from agent within frt
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create(:message, conversation: conversation, created_at: 5.hours.ago, message_type: :outgoing)
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# Miss nrt first time
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create(:message, conversation: conversation, created_at: 4.hours.ago, message_type: :incoming)
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described_class.new(applied_sla: applied_sla).perform
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# Miss nrt second time
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create(:message, conversation: conversation, created_at: 3.hours.ago, message_type: :incoming)
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described_class.new(applied_sla: applied_sla).perform
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# Conversation is resolved missing rt
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conversation.update(status: 'resolved')
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# this will not create a new notification for rt miss as conversation is resolved
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# but we would have already created an rt miss notification during previous evaluation
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described_class.new(applied_sla: applied_sla).perform
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end
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it 'updates the SLA status to missed' do
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# the status would be missed as the conversation is resolved
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expect(applied_sla.reload.sla_status).to eq('missed')
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end
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it 'creates necessary sla events' do
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'frt').count).to eq(0)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'nrt').count).to eq(2)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'rt').count).to eq(1)
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end
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end
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end
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