295 lines
12 KiB
Python
295 lines
12 KiB
Python
"""
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SLA Service — breach detection and automatic due-date enforcement.
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Responsibilities
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----------------
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1. check_sla_breaches(app)
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Called every 30 minutes by APScheduler. Finds all open/in-progress
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tickets whose due_date has passed and whose SLA breach has not yet
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been notified. Sends in-app notifications to the assignee (if any)
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and to every active IT admin, then stamps the ticket so repeat
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notifications are suppressed until the ticket is updated.
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2. set_due_date(ticket)
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Convenience helper called by the ticket-creation routes so due dates
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are always derived from the same single source of truth.
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Notification suppression
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------------------------
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A dedicated SystemSetting key sla_notified_tickets stores a
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comma-separated list of ticket IDs that have already received a breach
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notification. When a ticket is resolved or closed the ID is removed
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from the list so the suppression does not persist across re-opens
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(edge case: ticket re-opened after resolution — unlikely but handled).
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Design notes
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------------
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- Runs inside the gunicorn worker process (no separate process needed).
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- Uses app.app_context() so SQLAlchemy sessions are properly scoped.
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- All DB writes commit independently from the main request cycle.
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- Errors are logged but never raised — a scheduler failure must not
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bring down the web process.
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"""
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import logging
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from datetime import datetime, timedelta
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logger = logging.getLogger(__name__)
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# ── Priority → SLA hours mapping (fallback if SystemSetting is absent) ────────
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_DEFAULT_SLA_HOURS = {
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'critical': 4,
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'high': 8,
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'medium': 48,
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'low': 120,
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}
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_SETTING_KEYS = {
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'critical': 'sla_critical_hours',
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'high': 'sla_high_hours',
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'medium': 'sla_medium_hours',
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'low': 'sla_low_hours',
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}
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def _get_sla_hours(priority: str, app) -> int:
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"""Return SLA hours for *priority*, reading from SystemSetting first."""
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from app.models import SystemSetting
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key = _SETTING_KEYS.get(priority, 'sla_medium_hours')
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config_key = f'SLA_{priority.upper()}_HOURS'
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default = app.config.get(config_key, _DEFAULT_SLA_HOURS.get(priority, 48))
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raw = SystemSetting.get(key)
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try:
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return int(raw) if raw is not None else int(default)
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except (ValueError, TypeError):
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return int(default)
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def set_due_date(ticket, app):
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"""Set ticket.due_date from SLA config if not already set.
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Callers are responsible for committing after calling this function.
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"""
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if ticket.due_date:
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return # already set — respect manual override
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hours = _get_sla_hours(ticket.priority, app)
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ticket.due_date = datetime.utcnow() + timedelta(hours=hours)
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# ── SLA breach notification email template ────────────────────────────────────
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_SLA_BREACH_EMAIL = """
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<html><body style="font-family:Arial,sans-serif;background:#f4f4f4;padding:20px;">
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<div style="max-width:600px;margin:0 auto;background:#fff;border-radius:8px;
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overflow:hidden;box-shadow:0 2px 8px rgba(0,0,0,.1);">
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<div style="background:#7f1d1d;padding:24px 32px;">
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<h1 style="color:#fca5a5;margin:0;font-size:22px;">⏰ SLA Breach — Action Required</h1>
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</div>
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<div style="padding:32px;">
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<p style="color:#555;margin-top:0;">
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The following ticket has exceeded its SLA response target and requires immediate attention.
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</p>
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<table style="width:100%;border-collapse:collapse;margin:16px 0;">
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<tr><td style="padding:8px;color:#888;width:140px;">Ticket #</td>
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<td style="padding:8px;font-weight:bold;">{{ ticket_number }}</td></tr>
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<tr style="background:#f9f9f9;">
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<td style="padding:8px;color:#888;">Title</td>
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<td style="padding:8px;">{{ title }}</td></tr>
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<tr><td style="padding:8px;color:#888;">Priority</td>
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<td style="padding:8px;">
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<span style="background:{{ priority_color }};color:#fff;
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padding:2px 8px;border-radius:4px;">{{ priority }}</span>
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</td></tr>
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<tr style="background:#f9f9f9;">
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<td style="padding:8px;color:#888;">Status</td>
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<td style="padding:8px;">{{ status }}</td></tr>
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<tr><td style="padding:8px;color:#888;">Assigned To</td>
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<td style="padding:8px;">{{ assigned_to }}</td></tr>
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<tr style="background:#fef2f2;">
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<td style="padding:8px;color:#888;">Due Date</td>
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<td style="padding:8px;color:#dc2626;font-weight:bold;">{{ due_date }} (overdue)</td></tr>
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</table>
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<a href="{{ ticket_url }}"
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style="display:inline-block;background:#dc2626;color:#fff;
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padding:12px 24px;border-radius:6px;text-decoration:none;margin-top:8px;">
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View & Action Ticket
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</a>
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</div>
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<div style="background:#f4f4f4;padding:16px 32px;text-align:center;
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color:#999;font-size:12px;">
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IT Helpdesk System • This is an automated SLA alert.
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</div>
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</div>
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</body></html>
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"""
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def _priority_color(priority: str) -> str:
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return {
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'low': '#28a745',
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'medium': '#ffc107',
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'high': '#dc3545',
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'critical': '#7f1d1d',
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}.get(priority, '#6c757d')
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def check_sla_breaches(app):
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"""Scheduled job: find overdue tickets and notify responsible parties.
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Safe to call repeatedly — already-notified tickets are suppressed via
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the sla_notified_tickets SystemSetting key. The suppression list is
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cleared for a ticket when it transitions to resolved/closed (handled by
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the update_ticket route clearing it on status change) or when the ticket
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is re-opened, ensuring fresh notifications if the issue resurfaces.
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"""
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with app.app_context():
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try:
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_run_sla_check(app)
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except Exception as exc:
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logger.error(f'[SLA] Unhandled error in check_sla_breaches: {exc}', exc_info=True)
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def _run_sla_check(app):
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from app import db
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from app.models import (
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Ticket, TicketStatus, User, UserRole,
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NotificationType, SystemSetting,
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)
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from app.services.notification_service import create_notification, send_email
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from flask import render_template_string
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now = datetime.utcnow()
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# ── Load suppression list ──────────────────────────────────────────────────
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raw = SystemSetting.get('sla_notified_tickets', '')
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already_notified = set(int(x) for x in raw.split(',') if x.strip().isdigit())
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# ── Query overdue open tickets ─────────────────────────────────────────────
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overdue = Ticket.query.filter(
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Ticket.status.in_([TicketStatus.OPEN, TicketStatus.IN_PROGRESS]),
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Ticket.due_date.isnot(None),
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Ticket.due_date < now,
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).all()
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if not overdue:
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logger.info(f'[SLA] Check complete — no overdue tickets at {now.strftime("%Y-%m-%d %H:%M")}')
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return
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base_url = app.config.get('APP_BASE_URL', '')
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it_dept_email = app.config.get('IT_DEPT_EMAIL', '')
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newly_notified = []
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for ticket in overdue:
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if ticket.id in already_notified:
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continue # already sent — skip
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ticket_url = f'{base_url}/tickets/{ticket.id}'
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overdue_mins = int((now - ticket.due_date).total_seconds() / 60)
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overdue_label = (
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f'{overdue_mins // 60}h {overdue_mins % 60}m'
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if overdue_mins >= 60 else f'{overdue_mins}m'
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)
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logger.warning(
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f'[SLA BREACH] ticket_id={ticket.id} number={ticket.ticket_number} '
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f'priority={ticket.priority} overdue_by={overdue_label} '
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f'due={ticket.due_date.strftime("%Y-%m-%d %H:%M")} '
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f'assigned_to={ticket.assigned_to_id}'
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)
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# Build the email
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html = render_template_string(
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_SLA_BREACH_EMAIL,
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ticket_number = ticket.ticket_number,
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title = ticket.title,
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priority = ticket.priority.upper(),
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priority_color = _priority_color(ticket.priority),
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status = ticket.status.replace('_', ' ').title(),
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assigned_to = ticket.assignee.full_name if ticket.assignee else 'Unassigned',
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due_date = ticket.due_date.strftime('%b %d, %Y %H:%M UTC'),
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ticket_url = ticket_url,
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)
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subject = (
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f'[SLA BREACH] {ticket.ticket_number} — {ticket.priority.upper()} '
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f'ticket overdue by {overdue_label}'
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)
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notif_title = f'⏰ SLA Breach: {ticket.ticket_number}'
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notif_message = (
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f'{ticket.priority.upper()} priority ticket "{ticket.title}" '
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f'is overdue by {overdue_label}.'
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)
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notified_user_ids = set()
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# Notify assignee (in-app + email)
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if ticket.assigned_to_id:
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create_notification(
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user_id = ticket.assigned_to_id,
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notif_type= NotificationType.TICKET_UPDATED,
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title = notif_title,
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message = notif_message,
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ticket_id = ticket.id,
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link = f'/tickets/{ticket.id}',
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)
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if ticket.assignee and ticket.assignee.email_notif:
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send_email(subject, [ticket.assignee.email], html)
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notified_user_ids.add(ticket.assigned_to_id)
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# Notify all active IT admins (in-app + IT dept email)
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admins = User.query.filter(
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User.role == UserRole.ADMIN,
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User.is_active == True,
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).all()
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for admin in admins:
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if admin.id not in notified_user_ids:
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create_notification(
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user_id = admin.id,
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notif_type= NotificationType.TICKET_UPDATED,
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title = notif_title,
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message = notif_message,
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ticket_id = ticket.id,
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link = f'/tickets/{ticket.id}',
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)
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notified_user_ids.add(admin.id)
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# One email to the IT department inbox
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if it_dept_email:
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send_email(subject, [it_dept_email], html)
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newly_notified.append(ticket.id)
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db.session.commit()
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# ── Update suppression list ────────────────────────────────────────────────
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if newly_notified:
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updated = already_notified | set(newly_notified)
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SystemSetting.set(
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'sla_notified_tickets',
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','.join(str(i) for i in sorted(updated)),
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'Comma-separated ticket IDs that have received SLA breach notifications',
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)
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db.session.commit()
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logger.info(
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f'[SLA] Notified {len(newly_notified)} breach(es): '
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f'{[str(i) for i in newly_notified]}'
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)
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def clear_sla_notification(ticket_id: int):
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"""Remove a ticket from the SLA suppression list.
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Call this when a ticket is resolved, closed, or re-opened so that
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subsequent breaches (if the ticket re-opens) trigger fresh alerts.
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Callers are responsible for committing after calling this function.
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"""
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from app.models import SystemSetting
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raw = SystemSetting.get('sla_notified_tickets', '')
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current = set(int(x) for x in raw.split(',') if x.strip().isdigit())
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current.discard(ticket_id)
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SystemSetting.set(
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'sla_notified_tickets',
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','.join(str(i) for i in sorted(current)),
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)
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