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fix(sla): freeze misses after resolution

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This commit is contained in:
Sony Mathew
2026-07-15 13:00:51 +05:30
parent 13db36609d
commit 92d5d5ecff
16 changed files with 598 additions and 66 deletions
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app/javascript/dashboard/helper/slaHelper.js
+63 -34
View File
@@ -47,6 +47,22 @@ const toUnixTimestamp = value => {
: Math.floor(parsedTimestamp / 1000);
};
const isSLACompleted = (sla, conversation) => {
const terminalStatuses = ['hit', 'missed'];
return Boolean(
sla.slaCompletedAt ||
terminalStatuses.includes(sla.slaStatus) ||
conversation.status === 'resolved'
);
};
export const shouldRefreshSLAStatus = ({ appliedSla, chat }) => {
if (!appliedSla || !chat) return false;
return !isSLACompleted(useCamelCase(appliedSla), useCamelCase(chat));
};
/**
* Evaluates SLA status using backend-computed due times
* @param {Object} params - Parameters object
@@ -66,6 +82,9 @@ export const evaluateSLAStatus = ({ appliedSla, chat, slaEvents = [] }) => {
const conversation = useCamelCase(chat);
const events = useCamelCase(slaEvents || []);
const currentTime = Math.floor(Date.now() / 1000);
const completionTime = toUnixTimestamp(sla.slaCompletedAt);
const isCompleted = isSLACompleted(sla, conversation);
const evaluationTime = completionTime || (isCompleted ? null : currentTime);
const slaStatuses = [];
const dueAtByType = {
@@ -84,47 +103,51 @@ export const evaluateSLAStatus = ({ appliedSla, chat, slaEvents = [] }) => {
slaStatuses.push({
type,
threshold: missedAt - currentTime,
threshold: evaluationTime ? missedAt - evaluationTime : null,
icon: 'flame',
isSlaMissed: true,
});
});
const firstReplyCreatedAt = toUnixTimestamp(conversation.firstReplyCreatedAt);
const shouldCheckFirstResponse =
!firstReplyCreatedAt || firstReplyCreatedAt > sla.slaFrtDueAt;
if (!isCompleted) {
const firstReplyCreatedAt = toUnixTimestamp(
conversation.firstReplyCreatedAt
);
const shouldCheckFirstResponse =
!firstReplyCreatedAt || firstReplyCreatedAt > sla.slaFrtDueAt;
// Check FRT - until first reply is made on time
if (sla.slaFrtDueAt && shouldCheckFirstResponse) {
const threshold = sla.slaFrtDueAt - currentTime;
slaStatuses.push({
type: 'FRT',
threshold,
icon: threshold <= 0 ? 'flame' : 'alarm',
isSlaMissed: threshold <= 0,
});
}
// Check FRT - until first reply is made on time
if (sla.slaFrtDueAt && shouldCheckFirstResponse) {
const threshold = sla.slaFrtDueAt - currentTime;
slaStatuses.push({
type: 'FRT',
threshold,
icon: threshold <= 0 ? 'flame' : 'alarm',
isSlaMissed: threshold <= 0,
});
}
// Check NRT - only if first reply made and waiting for response
if (sla.slaNrtDueAt && firstReplyCreatedAt && conversation.waitingSince) {
const threshold = sla.slaNrtDueAt - currentTime;
slaStatuses.push({
type: 'NRT',
threshold,
icon: threshold <= 0 ? 'flame' : 'alarm',
isSlaMissed: threshold <= 0,
});
}
// Check NRT - only if first reply made and waiting for response
if (sla.slaNrtDueAt && firstReplyCreatedAt && conversation.waitingSince) {
const threshold = sla.slaNrtDueAt - currentTime;
slaStatuses.push({
type: 'NRT',
threshold,
icon: threshold <= 0 ? 'flame' : 'alarm',
isSlaMissed: threshold <= 0,
});
}
// Check RT - only if conversation is unresolved
if (sla.slaRtDueAt && conversation.status !== 'resolved') {
const threshold = sla.slaRtDueAt - currentTime;
slaStatuses.push({
type: 'RT',
threshold,
icon: threshold <= 0 ? 'flame' : 'alarm',
isSlaMissed: threshold <= 0,
});
// Check RT - only if conversation is unresolved
if (sla.slaRtDueAt) {
const threshold = sla.slaRtDueAt - currentTime;
slaStatuses.push({
type: 'RT',
threshold,
icon: threshold <= 0 ? 'flame' : 'alarm',
isSlaMissed: threshold <= 0,
});
}
}
if (slaStatuses.length === 0) {
@@ -137,13 +160,19 @@ export const evaluateSLAStatus = ({ appliedSla, chat, slaEvents = [] }) => {
return a.isSlaMissed ? -1 : 1;
}
if (a.threshold === null || b.threshold === null) {
if (a.threshold === b.threshold) return 0;
return a.threshold === null ? -1 : 1;
}
return Math.abs(a.threshold) - Math.abs(b.threshold);
});
const mostUrgent = slaStatuses[0];
return {
type: mostUrgent.type,
threshold: formatSLATime(mostUrgent.threshold),
threshold:
mostUrgent.threshold === null ? '' : formatSLATime(mostUrgent.threshold),
icon: mostUrgent.icon,
isSlaMissed: mostUrgent.isSlaMissed,
};
app/javascript/dashboard/helper/specs/slaHelper.spec.js
+104 -1
View File
@@ -1,4 +1,4 @@
import { evaluateSLAStatus } from '../slaHelper';
import { evaluateSLAStatus, shouldRefreshSLAStatus } from '../slaHelper';
describe('#SLA Helpers', () => {
const currentTimestamp = 1700000000; // Fixed timestamp for testing
@@ -378,6 +378,109 @@ describe('#SLA Helpers', () => {
});
});
describe('completed SLA misses', () => {
it('freezes a recorded FRT miss at the SLA completion time', () => {
const appliedSla = {
sla_status: 'missed',
sla_completed_at: currentTimestamp - 3600,
sla_frt_due_at: currentTimestamp - 7200,
};
const chat = { status: 'resolved' };
const slaEvents = [
{ event_type: 'frt', created_at: currentTimestamp - 7000 },
];
const result = evaluateSLAStatus({ appliedSla, chat, slaEvents });
expect(result).toMatchObject({
type: 'FRT',
threshold: '1h',
isSlaMissed: true,
});
});
it('freezes a recorded NRT miss at the SLA completion time', () => {
const appliedSla = {
sla_status: 'missed',
sla_completed_at: currentTimestamp - 3600,
};
const chat = { status: 'resolved' };
const slaEvents = [
{ event_type: 'nrt', created_at: currentTimestamp - 5400 },
];
const result = evaluateSLAStatus({ appliedSla, chat, slaEvents });
expect(result).toMatchObject({
type: 'NRT',
threshold: '30m',
isSlaMissed: true,
});
});
it('freezes a recorded RT miss at the SLA completion time', () => {
const appliedSla = {
sla_status: 'missed',
sla_completed_at: currentTimestamp - 3600,
sla_rt_due_at: currentTimestamp - 7200,
};
const chat = { status: 'resolved' };
const slaEvents = [
{ event_type: 'rt', created_at: currentTimestamp - 7000 },
];
const result = evaluateSLAStatus({ appliedSla, chat, slaEvents });
expect(result).toMatchObject({
type: 'RT',
threshold: '1h',
isSlaMissed: true,
});
});
it('returns a static miss for a legacy completed SLA without a timestamp', () => {
const appliedSla = {
sla_status: 'missed',
sla_rt_due_at: currentTimestamp - 7200,
};
const chat = { status: 'resolved' };
const slaEvents = [
{ event_type: 'rt', created_at: currentTimestamp - 7000 },
];
const result = evaluateSLAStatus({ appliedSla, chat, slaEvents });
expect(result).toMatchObject({
type: 'RT',
threshold: '',
isSlaMissed: true,
});
});
});
describe('refresh scheduling', () => {
it('refreshes only active unresolved SLAs', () => {
expect(
shouldRefreshSLAStatus({
appliedSla: { sla_status: 'active' },
chat: { status: 'open' },
})
).toBe(true);
expect(
shouldRefreshSLAStatus({
appliedSla: { sla_status: 'active' },
chat: { status: 'resolved' },
})
).toBe(false);
expect(
shouldRefreshSLAStatus({
appliedSla: { sla_status: 'missed' },
chat: { status: 'open' },
})
).toBe(false);
});
});
describe('time formatting', () => {
it('formats time in days and hours', () => {
const appliedSla = { sla_rt_due_at: currentTimestamp + 90000 }; // 25 hours