Mar 04 2026: implemented SLA notifications

2026-03-04 09:20:22 -05:00
parent e292213042
commit 345d14fcfd
5 changed files with 159 additions and 3 deletions
@@ -78,3 +78,126 @@ def sla_hours_remaining(issue):
        return None
    delta = deadline - now_eastern()
    return round(delta.total_seconds() / 3600, 1)
+
+
+# ── SLA alert dispatcher ──────────────────────────────────────────────────────
+
+def send_sla_alerts():
+    """
+    Check all open/in-progress issues for SLA breaches or at-risk status and
+    dispatch in-app + email notifications to the appropriate recipients.
+
+    Recipient rules:
+      - Admins always receive alerts
+      - If the issue is assigned, the assignee also receives an alert
+      - All followers of the issue also receive an alert
+      - Deduplication ensures each user gets at most one notification per call
+
+    Deduplication across cron runs:
+      - Issue.sla_notified tracks the highest alert level already sent
+        ('at_risk' or 'breached'). A notification is only sent once per level.
+      - 'breached' supersedes 'at_risk': if a user was already notified
+        at-risk, they will receive a second notification when it breaches.
+
+    Returns the number of notifications created.
+    """
+    from flask import current_app, url_for
+    from app import db
+    from app.models.issue import Issue
+    from app.models.user import User
+    from app.utils.notifications import notify
+    from app.models.notification import EVENT_SLA_ALERT
+    import logging
+
+    logger = logging.getLogger(__name__)
+
+    open_issues = Issue.query.filter(
+        Issue.status.in_(['open', 'in_progress'])
+    ).all()
+
+    admins = User.query.filter_by(role='admin').all()
+
+    total_sent = 0
+
+    for issue in open_issues:
+        status = sla_status(issue)
+
+        # Only act on at_risk or breached
+        if status not in ('at_risk', 'breached'):
+            continue
+
+        # Skip if this level (or higher) was already notified
+        already = issue.sla_notified
+        if already == 'breached':
+            continue   # highest level already sent
+        if already == 'at_risk' and status == 'at_risk':
+            continue   # at_risk already sent, not yet breached
+
+        # Build recipient set — deduplicated by user.id
+        recipients = {}
+
+        for admin in admins:
+            recipients[admin.id] = admin
+
+        if issue.assigned_to and issue.assigned_user:
+            recipients[issue.assigned_user.id] = issue.assigned_user
+
+        for follower_link in issue.followers.all():
+            user = follower_link.user
+            recipients[user.id] = user
+
+        if not recipients:
+            continue
+
+        # Compose message
+        hrs   = sla_hours_remaining(issue)
+        deadline = sla_deadline(issue)
+
+        if status == 'breached':
+            title = f'🚨 SLA Breached — Issue #{issue.id} ({issue.severity.title()})'
+            body  = (
+                f'Issue #{issue.id} at {issue.area.facility.name} '
+                f'has breached its SLA deadline. '
+                f'Severity: {issue.severity.title()}. '
+                f'Deadline was {deadline.strftime("%Y-%m-%d %H:%M") if deadline else "N/A"}. '
+                f'Current status: {issue.status.replace("_", " ").title()}.'
+            )
+        else:  # at_risk
+            title = f'⚠️ SLA At Risk — Issue #{issue.id} ({issue.severity.title()})'
+            body  = (
+                f'Issue #{issue.id} at {issue.area.facility.name} '
+                f'is approaching its SLA deadline with approximately '
+                f'{abs(hrs):.1f}h remaining. '
+                f'Severity: {issue.severity.title()}. '
+                f'Deadline: {deadline.strftime("%Y-%m-%d %H:%M") if deadline else "N/A"}. '
+                f'Current status: {issue.status.replace("_", " ").title()}.'
+            )
+
+        try:
+            link = url_for('issues.view', issue_id=issue.id)
+        except RuntimeError:
+            link = f'/issues/{issue.id}'
+
+        for user in recipients.values():
+            notify(
+                recipient  = user,
+                title      = title,
+                body       = body,
+                link       = link,
+                issue_id   = issue.id,
+                event_type = EVENT_SLA_ALERT,
+                send_email = True,
+            )
+            total_sent += 1
+
+        # Mark this issue as notified at the current level
+        issue.sla_notified = status
+        logger.info(
+            'SLA ALERT SENT | issue_id=%s | status=%s | recipients=%s',
+            issue.id, status, list(recipients.keys()),
+        )
+
+    if total_sent:
+        db.session.commit()
+
+    return total_sent