feat: API to download breached conversations (#9150)

* feat: add download conversations endpoint

* feat: template for conversation list download

* feat: setup download API and tests

* chore: revert formatting change

* feat: rename download method

* feat: rename template

* feat: include sla_policy table in download query

* refactor: add nil safety to assignee

* chore: Update en.yml

* fix: remove applied_sla relation

config/locales/en.yml

@@ -106,6 +106,15 @@ en:
       avg_resolution_time: Avg resolution time
     conversation_traffic_csv:
       timezone: Timezone
+    sla_csv:
+      conversation_id: Conversation ID
+      sla_policy_breached: SLA Policy
+      assignee: Assignee
+      team: Team
+      inbox: Inbox
+      labels: Labels
+      conversation_link: Link to the Conversation
+      breached_events: Breached Events
     default_group_by: day
     csat:
       headers:

config/routes.rb

@@ -147,6 +147,7 @@ Rails.application.routes.draw do
           resources :applied_slas, only: [:index] do
             collection do
               get :metrics
+              get :download
             end
           end
           resources :custom_attribute_definitions, only: [:index, :show, :create, :update, :destroy]

enterprise/app/controllers/api/v1/accounts/applied_slas_controller.rb

@@ -4,7 +4,7 @@ class Api::V1::Accounts::AppliedSlasController < Api::V1::Accounts::EnterpriseAc
 
   RESULTS_PER_PAGE = 25
 
-  before_action :set_applied_slas, only: [:index, :metrics]
+  before_action :set_applied_slas, only: [:index, :metrics, :download]
   before_action :set_current_page, only: [:index]
   before_action :paginate_slas, only: [:index]
   before_action :check_admin_authorization?
@@ -19,8 +19,22 @@ class Api::V1::Accounts::AppliedSlasController < Api::V1::Accounts::EnterpriseAc
     @hit_rate = hit_rate
   end
 
+  def download
+    @breached_slas = breached_slas
+
+    response.headers['Content-Type'] = 'text/csv'
+    response.headers['Content-Disposition'] = 'attachment; filename=breached_conversation.csv'
+    render layout: false, formats: [:csv]
+  end
+
   private
 
+  def breached_slas
+    @applied_slas.includes(:sla_policy).joins(:conversation)
+                 .where.not(conversations: { status: :resolved })
+                 .where(applied_slas: { sla_status: :missed })
+  end
+
   def total_applied_slas
     @total_applied_slas ||= @applied_slas.count
   end

enterprise/app/views/api/v1/accounts/applied_slas/download.csv.erb

@@ -0,0 +1,26 @@
+<% headers = [
+  I18n.t('reports.sla_csv.conversation_id'),
+  I18n.t('reports.sla_csv.sla_policy_breached'),
+  I18n.t('reports.sla_csv.assignee'),
+  I18n.t('reports.sla_csv.team'),
+  I18n.t('reports.sla_csv.inbox'),
+  I18n.t('reports.sla_csv.labels'),
+  I18n.t('reports.sla_csv.conversation_link'),
+  I18n.t('reports.sla_csv.breached_events')
+] %>
+<%= CSV.generate_line headers %>
+
+<% @breached_slas.each do |sla| %>
+  <% breached_events = sla.sla_events.map(&:event_type).join(', ') %>
+  <% conversation = sla.conversation %>
+  <%= CSV.generate_line([
+    conversation.display_id,
+    sla.sla_policy.name,
+    conversation.assignee&.name,
+    conversation.team&.name,
+    conversation.inbox&.name,
+    conversation.cached_label_list,
+    app_account_conversation_url(account_id: conversation.account_id, id: conversation.display_id),
+    breached_events
+  ]) %>
+<% end %>

spec/enterprise/controllers/api/v1/accounts/applied_slas_controller_spec.rb

@@ -104,6 +104,36 @@ RSpec.describe 'Applied SLAs API', type: :request do
     end
   end
 
+  describe 'GET /api/v1/accounts/{account.id}/applied_slas/download' do
+    context 'when it is an unauthenticated user' do
+      it 'returns unauthorized' do
+        get "/api/v1/accounts/#{account.id}/applied_slas/download"
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when it is an authenticated user' do
+      it 'returns a CSV file with breached conversations' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, sla_status: 'missed')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, sla_status: 'missed')
+        conversation1.update(status: 'open')
+        conversation2.update(status: 'resolved')
+
+        get "/api/v1/accounts/#{account.id}/applied_slas/download",
+            headers: administrator.create_new_auth_token
+
+        expect(response).to have_http_status(:success)
+        expect(response.headers['Content-Type']).to eq('text/csv')
+        expect(response.headers['Content-Disposition']).to include('attachment; filename=breached_conversation.csv')
+
+        csv_data = CSV.parse(response.body)
+        csv_data.reject! { |row| row.all?(&:nil?) }
+        expect(csv_data.size).to eq(2)
+        expect(csv_data[1][0].to_i).to eq(conversation1.display_id)
+      end
+    end
+  end
+
   describe 'GET /api/v1/accounts/{account.id}/applied_slas' do
     context 'when it is an unauthenticated user' do
       it 'returns unauthorized' do