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