fix(auto-assignment): apply default 7 day age exclusion when inbox has no policy

2026-07-13 13:06:01 +05:30
3 changed files with 11 additions and 3 deletions
@@ -22,6 +22,8 @@
 #  index_assignment_policies_on_enabled              (enabled)
 #
 class AssignmentPolicy < ApplicationRecord
+  DEFAULT_EXCLUDE_OLDER_THAN_HOURS = 168
+
  belongs_to :account
  has_many :inbox_assignment_policies, dependent: :destroy
  has_many :inboxes, through: :inbox_assignment_policies
@@ -35,9 +35,9 @@ class AutoAssignment::AssignmentService
  def unassigned_conversations(limit)
    scope = inbox.conversations.unassigned.open

-    # Skip stale backlog with no activity beyond the policy's age threshold (defaults to 7 days)
+    # Skip stale backlog with no activity beyond the age threshold
    policy = inbox.assignment_policy
-    scope = apply_age_exclusions(scope, policy&.exclude_older_than_hours)
+    scope = apply_age_exclusions(scope, age_exclusion_hours(policy))

    # Apply conversation priority using assignment policy if available
    scope = if policy&.longest_waiting?
@@ -49,6 +49,12 @@ class AutoAssignment::AssignmentService
    scope.limit(limit)
  end

+  def age_exclusion_hours(policy)
+    return policy.exclude_older_than_hours if policy
+
+    AssignmentPolicy::DEFAULT_EXCLUDE_OLDER_THAN_HOURS
+  end
+
  def apply_age_exclusions(scope, hours_threshold)
    return scope if hours_threshold.blank?

@@ -60,7 +60,7 @@ module Enterprise::AutoAssignment::AssignmentService
    scope = inbox.conversations.unassigned.open

    # First apply the assignment policy's age exclusion (defaults to 7 days)
-    scope = apply_age_exclusions(scope, policy&.exclude_older_than_hours)
+    scope = apply_age_exclusions(scope, age_exclusion_hours(policy))

    # Then apply the capacity policy's exclusion rules (labels and age)
    scope = apply_exclusion_rules(scope)