101 lines
4.2 KiB
Python
101 lines
4.2 KiB
Python
"""SLA engine — priority-based deadlines, escalation triggers, and status checks."""
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from __future__ import annotations
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from datetime import datetime, timedelta, timezone
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from app.models.ticket import Ticket
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# ── Priority SLA Targets (from PRD §11) ──────────────────────────────
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# Each entry: (response_window_minutes, resolution_window_hours)
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SLA_TARGETS: dict[str, tuple[int, int]] = {
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"urgent": (15, 4), # respond 10-15min, resolve 2-4h → use upper bound
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"high": (30, 24), # respond 30min, resolve 8-24h
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"medium": (240, 72), # respond 4h (240min), resolve 2-3d (72h)
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"low": (1440, 168), # respond 1d (1440min), resolve 5-7d (168h)
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}
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def compute_sla_deadline(priority: str, created_at: datetime | None = None) -> datetime:
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"""Return the resolution deadline for a given priority.
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Uses the upper-bound resolution target.
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"""
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now = created_at or datetime.now(timezone.utc)
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_response_min, resolution_hours = SLA_TARGETS.get(priority, (240, 72))
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return now + timedelta(hours=resolution_hours)
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def get_sla_response_window(priority: str) -> timedelta:
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"""Return the response-window timedelta for a given priority."""
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minutes, _hours = SLA_TARGETS.get(priority, (240, 72))
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return timedelta(minutes=minutes)
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def get_sla_resolution_window(priority: str) -> timedelta:
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"""Return the resolution-window timedelta for a given priority."""
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_minutes, hours = SLA_TARGETS.get(priority, (240, 72))
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return timedelta(hours=hours)
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# ── Escalation detection ─────────────────────────────────────────────
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def should_escalate_on_response(ticket: Ticket) -> bool:
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"""Return True if the ticket's response SLA has been breached.
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A ticket is in breach if its status is still in the pre-acknowledgement
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states (New, Logged, Triage, Assigned) beyond the response window.
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"""
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if not ticket.priority or ticket.created_at is None:
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return False
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pre_ack_states = {"New", "Logged", "Triage", "Assigned"}
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if ticket.status not in pre_ack_states:
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return False
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response_window = get_sla_response_window(ticket.priority)
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deadline = ticket.created_at.replace(tzinfo=timezone.utc) + response_window
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return datetime.now(timezone.utc) > deadline
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def is_sla_breached(ticket: Ticket) -> bool:
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"""Return True if the ticket's resolution SLA deadline has passed."""
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if ticket.sla_deadline is None or ticket.status in ("Closed", "Completed"):
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return False
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deadline = ticket.sla_deadline
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if deadline.tzinfo is None:
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deadline = deadline.replace(tzinfo=timezone.utc)
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return datetime.now(timezone.utc) > deadline
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# ── API helper ───────────────────────────────────────────────────────
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async def get_sla_status(ticket: Ticket) -> dict:
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"""Return a structured SLA status dict for a ticket."""
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now = datetime.now(timezone.utc)
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created = ticket.created_at
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if created and created.tzinfo is None:
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created = created.replace(tzinfo=timezone.utc)
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response_deadline = None
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resolution_deadline = ticket.sla_deadline
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if ticket.priority and created:
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response_deadline = created + get_sla_response_window(ticket.priority)
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response_breached = False
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if response_deadline and ticket.status in {"New", "Logged", "Triage", "Assigned"}:
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response_breached = now > response_deadline
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resolution_breached = False
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if resolution_deadline:
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rd = resolution_deadline
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if rd.tzinfo is None:
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rd = rd.replace(tzinfo=timezone.utc)
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resolution_breached = now > rd if ticket.status not in ("Closed", "Completed") else False
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return {
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"priority": ticket.priority,
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"response_deadline": response_deadline.isoformat() if response_deadline else None,
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"resolution_deadline": resolution_deadline.isoformat() if resolution_deadline else None,
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"response_breached": response_breached,
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"resolution_breached": resolution_breached,
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"current_status": ticket.status,
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}
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