mirror of
https://github.com/TronoSfera/Law.git
synced 2026-05-18 18:13:46 +03:00
70 lines
2.8 KiB
Markdown
70 lines
2.8 KiB
Markdown
# SLA & Auto Assign Service Context
|
|
|
|
## Celery Queues
|
|
- maintenance
|
|
- notifications
|
|
- uploads
|
|
|
|
## Periodic Tasks
|
|
- sla_check (every 5 min)
|
|
- auto_assign_unclaimed (every 60 min)
|
|
- cleanup_expired_otps (every 60 min)
|
|
- cleanup_stale_uploads (daily)
|
|
|
|
## Auto Assign Logic
|
|
- Apply to any request that is still unassigned for 24h
|
|
- Candidate selection order:
|
|
1. lawyers with matching primary topic
|
|
2. lawyers with matching additional topics
|
|
3. among candidates -> lowest active load
|
|
- Additional topics source: link table `admin_user_topics`
|
|
- Active load definition: assigned requests in non-terminal statuses (`is_terminal=false`)
|
|
- Manual lawyer claim has priority if request already claimed before scheduler run
|
|
- Auto-assign never overrides already assigned request
|
|
|
|
## SLA Metrics
|
|
- First response time
|
|
- Time in status
|
|
- Overdue detection
|
|
- SLA is configured per topic and per status transition
|
|
- Telegram notification to group chat (if connected)
|
|
- In-site notifications for new updates/events
|
|
|
|
## Implemented SLA Config (`P18`)
|
|
- SLA config storage: `topic_status_transitions.sla_hours`
|
|
- Config is editable by ADMIN via universal CRUD / admin panel dictionary "Переходы статусов"
|
|
- Validation rules:
|
|
- `topic_code`, `from_status`, `to_status` must reference existing dictionaries
|
|
- `from_status` and `to_status` must differ
|
|
- `sla_hours` if provided must be integer > 0
|
|
- Applying transition-level SLA thresholds in `sla_check` remains in `P19`
|
|
- SLA should also apply to billing transitions (including "выставление счета" step) once billing status type is enabled
|
|
|
|
## Implemented SLA Check (`P19`)
|
|
- `sla_check` uses transition SLA config for active requests:
|
|
- source: `topic_status_transitions.sla_hours`
|
|
- matching: by `topic_code` + current `from_status` (outgoing transitions)
|
|
- when several outgoing transitions exist, minimal configured `sla_hours` is used as active threshold
|
|
- fallback: status defaults (`NEW`, `IN_PROGRESS`, etc.) when transition SLA is absent
|
|
- outputs:
|
|
- `overdue_total`
|
|
- `overdue_by_status`
|
|
- `overdue_by_transition` (format: `topic:status->*`)
|
|
- `frt_avg_minutes`
|
|
- `avg_time_in_status_hours`
|
|
|
|
## Implemented Notifications (`P20`)
|
|
- Internal notifications table: `notifications`
|
|
- Notification recipients:
|
|
- `CLIENT` by `track_number`
|
|
- `ADMIN_USER` by `admin_user_id` (admin/lawyer)
|
|
- Event sources integrated:
|
|
- public/client message (`MESSAGE`)
|
|
- public/client file upload (`ATTACHMENT`)
|
|
- admin/lawyer file upload (`ATTACHMENT`)
|
|
- admin/lawyer status change (`STATUS`)
|
|
- SLA overdue worker event (`SLA_OVERDUE`)
|
|
- Telegram delivery:
|
|
- if bot/chat configured -> send via Telegram Bot API
|
|
- if not configured -> safe mock output in console (`[TELEGRAM MOCK]`)
|
|
- SLA-overdue notifications are deduplicated per `(request, status, recipient)`.
|