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feat: add push notification when SLA missed (#9078)

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* feat: add push notification when SLA missed

* chore: sent notification only for inbox members

* feat: add conv particpants+admins to SLA notification list

* chore: add spec to ensure notification is created

* chore: refactor to multiple alerts for SLA conditions

* chore: add sla_policy as secondary_actor in notification
This commit is contained in:
Vishnu Narayanan
2024-03-11 21:49:41 +05:30
committed by GitHub
parent 0685e04aae
commit aaf70cf1cf
7 changed files with 114 additions and 19 deletions
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5
app/javascript/dashboard/i18n/locale/en/generalSettings.json
View File

@@ -87,7 +87,10 @@
"conversation_assignment": "Conversation Assigned",
"assigned_conversation_new_message": "New Message",
"participating_conversation_new_message": "New Message",
"conversation_mention": "Mention"
"conversation_mention": "Mention",
"sla_missed_first_response": "SLA Missed",
"sla_missed_next_response": "SLA Missed",
"sla_missed_resolution": "SLA Missed"
}
},
"NETWORK": {

5
app/javascript/dashboard/i18n/locale/en/inbox.json
View File

@@ -22,7 +22,10 @@
"CONVERSATION_CREATION": "New conversation created",
"CONVERSATION_ASSIGNMENT": "A conversation has been assigned to you",
"ASSIGNED_CONVERSATION_NEW_MESSAGE": "New message in an assigned conversation",
"PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in"
"PARTICIPATING_CONVERSATION_NEW_MESSAGE": "New message in a conversation you are participating in",
"SLA_MISSED_FIRST_RESPONSE": "SLA target first response missed for conversation",
"SLA_MISSED_NEXT_RESPONSE": "SLA target next response missed for conversation",
"SLA_MISSED_RESOLUTION": "SLA target resolution missed for conversation"
},
"MENU_ITEM": {
"MARK_AS_READ": "Mark as read",

38
app/models/notification.rb
View File

@@ -39,7 +39,10 @@ class Notification < ApplicationRecord
conversation_assignment: 2,
assigned_conversation_new_message: 3,
conversation_mention: 4,
participating_conversation_new_message: 5
participating_conversation_new_message: 5,
sla_missed_first_response: 6,
sla_missed_next_response: 7,
sla_missed_resolution: 8
}.freeze
enum notification_type: NOTIFICATION_TYPES
@@ -86,21 +89,32 @@ class Notification < ApplicationRecord
}
end
# TODO: move to a data presenter
# rubocop:disable Metrics/MethodLength
def push_message_title
case notification_type
when 'conversation_creation'
I18n.t('notifications.notification_title.conversation_creation', display_id: conversation.display_id, inbox_name: primary_actor.inbox.name)
when 'conversation_assignment'
I18n.t('notifications.notification_title.conversation_assignment', display_id: conversation.display_id)
when 'assigned_conversation_new_message', 'participating_conversation_new_message'
I18n.t('notifications.notification_title.assigned_conversation_new_message', display_id: conversation.display_id)
when 'conversation_mention'
I18n.t('notifications.notification_title.conversation_mention', display_id: conversation.display_id)
notification_title_map = {
'conversation_creation' => 'notifications.notification_title.conversation_creation',
'conversation_assignment' => 'notifications.notification_title.conversation_assignment',
'assigned_conversation_new_message' => 'notifications.notification_title.assigned_conversation_new_message',
'participating_conversation_new_message' => 'notifications.notification_title.assigned_conversation_new_message',
'conversation_mention' => 'notifications.notification_title.conversation_mention',
'sla_missed_first_response' => 'notifications.notification_title.sla_missed_first_response',
'sla_missed_next_response' => 'notifications.notification_title.sla_missed_next_response',
'sla_missed_resolution' => 'notifications.notification_title.sla_missed_resolution'
}
i18n_key = notification_title_map[notification_type]
return '' unless i18n_key
if notification_type == 'conversation_creation'
I18n.t(i18n_key, display_id: conversation.display_id, inbox_name: primary_actor.inbox.name)
elsif %w[conversation_assignment assigned_conversation_new_message participating_conversation_new_message
conversation_mention].include?(notification_type)
I18n.t(i18n_key, display_id: conversation.display_id)
else
''
I18n.t(i18n_key, display_id: primary_actor.display_id)
end
end
# rubocop:enable Metrics/MethodLength
def push_message_body
case notification_type

3
config/locales/en.yml
View File

@@ -122,6 +122,9 @@ en:
conversation_assignment: "A conversation (#%{display_id}) has been assigned to you"
assigned_conversation_new_message: "A new message is created in conversation (#%{display_id})"
conversation_mention: "You have been mentioned in conversation (#%{display_id})"
sla_missed_first_response: "SLA target first response missed for conversation (#%{display_id})"
sla_missed_next_response: "SLA target next response missed for conversation (#%{display_id})"
sla_missed_resolution: "SLA target resolution missed for conversation (#%{display_id})"
attachment: "Attachment"
no_content: "No content"
conversations:

10
enterprise/app/models/sla_policy.rb
View File

@@ -22,4 +22,14 @@ class SlaPolicy < ApplicationRecord
validates :name, presence: true
has_many :conversations, dependent: :nullify
def push_event_data
{
id: id,
name: name,
frt: first_response_time_threshold,
nrt: next_response_time_threshold,
rt: resolution_time_threshold
}
end
end

35
enterprise/app/services/sla/evaluate_applied_sla_service.rb
View File

@@ -30,7 +30,7 @@ class Sla::EvaluateAppliedSlaService
return if first_reply_was_within_threshold?(conversation, threshold)
return if still_within_threshold?(threshold)
handle_missed_sla(applied_sla)
handle_missed_sla(applied_sla, 'frt')
end
def first_reply_was_within_threshold?(conversation, threshold)
@@ -46,7 +46,7 @@ class Sla::EvaluateAppliedSlaService
threshold = conversation.waiting_since.to_i + sla_policy.next_response_time_threshold.to_i
return if still_within_threshold?(threshold)
handle_missed_sla(applied_sla)
handle_missed_sla(applied_sla, 'nrt')
end
def check_resolution_time_threshold(applied_sla, conversation, sla_policy)
@@ -55,13 +55,14 @@ class Sla::EvaluateAppliedSlaService
threshold = conversation.created_at.to_i + sla_policy.resolution_time_threshold.to_i
return if still_within_threshold?(threshold)
handle_missed_sla(applied_sla)
handle_missed_sla(applied_sla, 'rt')
end
def handle_missed_sla(applied_sla)
def handle_missed_sla(applied_sla, type)
return unless applied_sla.active?
applied_sla.update!(sla_status: 'missed')
generate_notifications_for_sla(applied_sla, type)
Rails.logger.warn "SLA missed for conversation #{applied_sla.conversation.id} " \
"in account #{applied_sla.account_id} " \
"for sla_policy #{applied_sla.sla_policy.id}"
@@ -75,4 +76,30 @@ class Sla::EvaluateAppliedSlaService
"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
end
end
end

37
spec/enterprise/services/sla/evaluate_applied_sla_service_spec.rb
View File

@@ -1,7 +1,11 @@
require 'rails_helper'
RSpec.describe Sla::EvaluateAppliedSlaService do
let!(:conversation) { create(:conversation, created_at: 6.hours.ago) }
let!(:account) { create(:account) }
let!(:user_1) { create(:user, account: account) }
let!(:user_2) { create(:user, account: account) }
let!(:admin) { create(:user, account: account, role: :administrator) }
let!(:conversation) { create(:conversation, created_at: 6.hours.ago, assignee: user_1, account: account) }
let!(:sla_policy) do
create(:sla_policy, account: conversation.account,
first_response_time_threshold: nil,
@@ -20,6 +24,16 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
expect(Rails.logger).to have_received(:warn).with("SLA missed for conversation #{conversation.id} in account " \
"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
expect(applied_sla.reload.sla_status).to eq('missed')
expect(Notification.count).to eq(2)
# check if notification type is sla_missed_first_response
expect(Notification.where(notification_type: 'sla_missed_first_response').count).to eq(2)
# Check if notification is created for the assignee
expect(Notification.where(user_id: user_1.id).count).to eq(1)
# Check if notification is created for the account admin
expect(Notification.where(user_id: admin.id).count).to eq(1)
# Check if no notification is created for other user
expect(Notification.where(user_id: user_2.id).count).to eq(0)
end
end
@@ -35,6 +49,16 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
expect(Rails.logger).to have_received(:warn).with("SLA missed for conversation #{conversation.id} in account " \
"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
expect(applied_sla.reload.sla_status).to eq('missed')
expect(Notification.count).to eq(2)
# check if notification type is sla_missed_first_response
expect(Notification.where(notification_type: 'sla_missed_next_response').count).to eq(2)
# Check if notification is created for the assignee
expect(Notification.where(user_id: user_1.id).count).to eq(1)
# Check if notification is created for the account admin
expect(Notification.where(user_id: admin.id).count).to eq(1)
# Check if no notification is created for other user
expect(Notification.where(user_id: user_2.id).count).to eq(0)
end
end
@@ -47,6 +71,15 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
expect(Rails.logger).to have_received(:warn).with("SLA missed for conversation #{conversation.id} in account " \
"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
expect(applied_sla.reload.sla_status).to eq('missed')
expect(Notification.count).to eq(2)
expect(Notification.where(notification_type: 'sla_missed_resolution').count).to eq(2)
# Check if notification is created for the assignee
expect(Notification.where(user_id: user_1.id).count).to eq(1)
# Check if notification is created for the account admin
expect(Notification.where(user_id: admin.id).count).to eq(1)
# Check if no notification is created for other user
expect(Notification.where(user_id: user_2.id).count).to eq(0)
end
end
@@ -76,6 +109,7 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
expect(Rails.logger).to have_received(:warn).with("SLA missed for conversation #{conversation.id} in account " \
"#{applied_sla.account_id} for sla_policy #{sla_policy.id}").exactly(1).time
expect(applied_sla.reload.sla_status).to eq('missed')
expect(Notification.count).to eq(2)
end
end
end
@@ -99,6 +133,7 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
expect(Rails.logger).to have_received(:info).with("SLA hit for conversation #{conversation.id} in account " \
"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
expect(applied_sla.reload.sla_status).to eq('hit')
expect(Notification.count).to eq(0)
end
end