Restructure omni services and add Chatwoot research snapshot

research/chatwoot/enterprise/app/services/sla/evaluate_applied_sla_service.rb

@@ -0,0 +1,107 @@
+class Sla::EvaluateAppliedSlaService
+  pattr_initialize [:applied_sla!]
+
+  def perform
+    check_sla_thresholds
+
+    # We will calculate again in the next iteration
+    return unless applied_sla.conversation.resolved?
+
+    # after conversation is resolved, we will check if the SLA was hit or missed
+    handle_hit_sla(applied_sla)
+  end
+
+  private
+
+  def check_sla_thresholds
+    [:first_response_time_threshold, :next_response_time_threshold, :resolution_time_threshold].each do |threshold|
+      next if applied_sla.sla_policy.send(threshold).blank?
+
+      send("check_#{threshold}", applied_sla, applied_sla.conversation, applied_sla.sla_policy)
+    end
+  end
+
+  def still_within_threshold?(threshold)
+    Time.zone.now.to_i < threshold
+  end
+
+  def check_first_response_time_threshold(applied_sla, conversation, sla_policy)
+    threshold = conversation.created_at.to_i + sla_policy.first_response_time_threshold.to_i
+    return if first_reply_was_within_threshold?(conversation, threshold)
+    return if still_within_threshold?(threshold)
+
+    handle_missed_sla(applied_sla, 'frt')
+  end
+
+  def first_reply_was_within_threshold?(conversation, threshold)
+    conversation.first_reply_created_at.present? && conversation.first_reply_created_at.to_i <= threshold
+  end
+
+  def check_next_response_time_threshold(applied_sla, conversation, sla_policy)
+    # still waiting for first reply, so covered under first response time threshold
+    return if conversation.first_reply_created_at.blank?
+    # Waiting on customer response, no need to check next response time threshold
+    return if conversation.waiting_since.blank?
+
+    threshold = conversation.waiting_since.to_i + sla_policy.next_response_time_threshold.to_i
+    return if still_within_threshold?(threshold)
+
+    handle_missed_sla(applied_sla, 'nrt')
+  end
+
+  def get_last_message_id(conversation)
+    # TODO: refactor the method to fetch last message without reply
+    conversation.messages.where(message_type: :incoming).last&.id
+  end
+
+  def already_missed?(applied_sla, type, meta = {})
+    SlaEvent.exists?(applied_sla: applied_sla, event_type: type, meta: meta)
+  end
+
+  def check_resolution_time_threshold(applied_sla, conversation, sla_policy)
+    return if conversation.resolved?
+
+    threshold = conversation.created_at.to_i + sla_policy.resolution_time_threshold.to_i
+    return if still_within_threshold?(threshold)
+
+    handle_missed_sla(applied_sla, 'rt')
+  end
+
+  def handle_missed_sla(applied_sla, type, meta = {})
+    meta = { message_id: get_last_message_id(applied_sla.conversation) } if type == 'nrt'
+    return if already_missed?(applied_sla, type, meta)
+
+    create_sla_event(applied_sla, type, meta)
+    Rails.logger.warn "SLA #{type} missed for conversation #{applied_sla.conversation.id} " \
+                      "in account #{applied_sla.account_id} " \
+                      "for sla_policy #{applied_sla.sla_policy.id}"
+
+    applied_sla.update!(sla_status: 'active_with_misses') if applied_sla.sla_status != 'active_with_misses'
+  end
+
+  def handle_hit_sla(applied_sla)
+    if applied_sla.active?
+      applied_sla.update!(sla_status: 'hit')
+      Rails.logger.info "SLA hit for conversation #{applied_sla.conversation.id} " \
+                        "in account #{applied_sla.account_id} " \
+                        "for sla_policy #{applied_sla.sla_policy.id}"
+    else
+      applied_sla.update!(sla_status: 'missed')
+      Rails.logger.info "SLA missed for conversation #{applied_sla.conversation.id} " \
+                        "in account #{applied_sla.account_id} " \
+                        "for sla_policy #{applied_sla.sla_policy.id}"
+    end
+  end
+
+  def create_sla_event(applied_sla, event_type, meta = {})
+    SlaEvent.create!(
+      applied_sla: applied_sla,
+      conversation: applied_sla.conversation,
+      event_type: event_type,
+      meta: meta,
+      account: applied_sla.account,
+      inbox: applied_sla.conversation.inbox,
+      sla_policy: applied_sla.sla_policy
+    )
+  end
+end