Restructure omni services and add Chatwoot research snapshot
This commit is contained in:
Ruslan Bakiev
@@ -0,0 +1,225 @@
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require 'rails_helper'
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RSpec.describe Sla::EvaluateAppliedSlaService do
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let!(:account) { create(:account) }
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let!(:user_1) { create(:user, account: account) }
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let!(:sla_policy) do
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create(:sla_policy,
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account: account,
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first_response_time_threshold: nil,
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next_response_time_threshold: nil,
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resolution_time_threshold: nil)
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end
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let!(:conversation) do
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create(:conversation,
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created_at: 6.hours.ago, assignee: user_1,
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account: sla_policy.account,
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sla_policy: sla_policy)
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end
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let!(:applied_sla) { conversation.applied_sla }
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describe '#perform - SLA misses' do
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context 'when first response SLA is missed' do
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before { applied_sla.sla_policy.update(first_response_time_threshold: 1.hour) }
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it 'updates the SLA status to missed and logs a warning' do
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allow(Rails.logger).to receive(:warn)
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described_class.new(applied_sla: applied_sla).perform
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expect(Rails.logger).to have_received(:warn).with("SLA frt missed for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
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expect(applied_sla.reload.sla_status).to eq('active_with_misses')
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end
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it 'creates SlaEvent only for frt miss' do
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described_class.new(applied_sla: applied_sla).perform
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'frt').count).to eq(1)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'nrt').count).to eq(0)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'rt').count).to eq(0)
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end
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end
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context 'when next response SLA is missed' do
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before do
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applied_sla.sla_policy.update(next_response_time_threshold: 1.hour)
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conversation.update(first_reply_created_at: 5.hours.ago, waiting_since: 5.hours.ago)
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end
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it 'updates the SLA status to missed and logs a warning' do
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allow(Rails.logger).to receive(:warn)
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described_class.new(applied_sla: applied_sla).perform
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expect(Rails.logger).to have_received(:warn).with("SLA nrt missed for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
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expect(applied_sla.reload.sla_status).to eq('active_with_misses')
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end
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it 'creates SlaEvent only for nrt miss' do
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described_class.new(applied_sla: applied_sla).perform
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'frt').count).to eq(0)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'nrt').count).to eq(1)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'rt').count).to eq(0)
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end
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end
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context 'when resolution time SLA is missed' do
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before { applied_sla.sla_policy.update(resolution_time_threshold: 1.hour) }
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it 'updates the SLA status to missed and logs a warning' do
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allow(Rails.logger).to receive(:warn)
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described_class.new(applied_sla: applied_sla).perform
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expect(Rails.logger).to have_received(:warn).with("SLA rt missed for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
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expect(applied_sla.reload.sla_status).to eq('active_with_misses')
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end
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it 'creates SlaEvent only for rt miss' do
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described_class.new(applied_sla: applied_sla).perform
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'frt').count).to eq(0)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'nrt').count).to eq(0)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'rt').count).to eq(1)
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end
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end
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# We will mark resolved miss only if while processing the SLA
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# if the conversation is resolved and the resolution time is missed by small margins then we will not mark it as missed
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context 'when resolved conversation with resolution time SLA is missed' do
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before do
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conversation.resolved!
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applied_sla.sla_policy.update(resolution_time_threshold: 1.hour)
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end
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it 'does not update the SLA status to missed' do
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described_class.new(applied_sla: applied_sla).perform
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expect(applied_sla.reload.sla_status).to eq('hit')
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end
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end
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context 'when multiple SLAs are missed' do
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before do
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applied_sla.sla_policy.update(first_response_time_threshold: 1.hour, next_response_time_threshold: 1.hour, resolution_time_threshold: 1.hour)
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conversation.update(first_reply_created_at: 5.hours.ago, waiting_since: 5.hours.ago)
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end
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it 'updates the SLA status to missed and logs multiple warnings' do
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allow(Rails.logger).to receive(:warn)
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described_class.new(applied_sla: applied_sla).perform
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expect(Rails.logger).to have_received(:warn).with("SLA rt missed for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}").exactly(1).time
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expect(Rails.logger).to have_received(:warn).with("SLA nrt missed for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}").exactly(1).time
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expect(applied_sla.reload.sla_status).to eq('active_with_misses')
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end
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end
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end
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describe '#perform - SLA hits' do
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context 'when first response SLA is hit' do
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before do
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applied_sla.sla_policy.update(first_response_time_threshold: 6.hours)
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conversation.update(first_reply_created_at: 30.minutes.ago)
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end
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it 'sla remains active until conversation is resolved' do
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described_class.new(applied_sla: applied_sla).perform
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expect(applied_sla.reload.sla_status).to eq('active')
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end
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it 'updates the SLA status to hit and logs an info when conversations is resolved' do
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conversation.resolved!
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allow(Rails.logger).to receive(:info)
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described_class.new(applied_sla: applied_sla).perform
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expect(Rails.logger).to have_received(:info).with("SLA hit for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
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expect(applied_sla.reload.sla_status).to eq('hit')
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expect(SlaEvent.count).to eq(0)
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expect(Notification.count).to eq(0)
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end
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end
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context 'when next response SLA is hit' do
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before do
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applied_sla.sla_policy.update(next_response_time_threshold: 6.hours)
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conversation.update(first_reply_created_at: 30.minutes.ago, waiting_since: nil)
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end
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it 'sla remains active until conversation is resolved' do
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described_class.new(applied_sla: applied_sla).perform
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expect(applied_sla.reload.sla_status).to eq('active')
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end
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it 'updates the SLA status to hit and logs an info when conversations is resolved' do
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conversation.resolved!
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allow(Rails.logger).to receive(:info)
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described_class.new(applied_sla: applied_sla).perform
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expect(Rails.logger).to have_received(:info).with("SLA hit for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
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expect(applied_sla.reload.sla_status).to eq('hit')
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expect(SlaEvent.count).to eq(0)
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end
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end
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context 'when resolution time SLA is hit' do
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before do
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applied_sla.sla_policy.update(resolution_time_threshold: 8.hours)
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conversation.resolved!
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end
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it 'updates the SLA status to hit and logs an info' do
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allow(Rails.logger).to receive(:info)
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described_class.new(applied_sla: applied_sla).perform
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expect(Rails.logger).to have_received(:info).with("SLA hit for conversation #{conversation.id} in account " \
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"#{applied_sla.account_id} for sla_policy #{sla_policy.id}")
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expect(applied_sla.reload.sla_status).to eq('hit')
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expect(SlaEvent.count).to eq(0)
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end
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end
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end
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describe 'SLA evaluation with frt hit, multiple nrt misses and rt miss' do
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before do
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# Setup SLA Policy thresholds
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applied_sla.sla_policy.update(
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first_response_time_threshold: 2.hours, # Hit frt
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next_response_time_threshold: 1.hour, # Miss nrt multiple times
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resolution_time_threshold: 4.hours # Miss rt
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)
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# Simulate conversation timeline
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# Hit frt
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# incoming message from customer
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create(:message, conversation: conversation, created_at: 6.hours.ago, message_type: :incoming)
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# outgoing message from agent within frt
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create(:message, conversation: conversation, created_at: 5.hours.ago, message_type: :outgoing)
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# Miss nrt first time
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create(:message, conversation: conversation, created_at: 4.hours.ago, message_type: :incoming)
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described_class.new(applied_sla: applied_sla).perform
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# Miss nrt second time
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create(:message, conversation: conversation, created_at: 3.hours.ago, message_type: :incoming)
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described_class.new(applied_sla: applied_sla).perform
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# Conversation is resolved missing rt
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conversation.update(status: 'resolved')
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# this will not create a new notification for rt miss as conversation is resolved
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# but we would have already created an rt miss notification during previous evaluation
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described_class.new(applied_sla: applied_sla).perform
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end
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it 'updates the SLA status to missed' do
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# the status would be missed as the conversation is resolved
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expect(applied_sla.reload.sla_status).to eq('missed')
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end
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it 'creates necessary sla events' do
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'frt').count).to eq(0)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'nrt').count).to eq(2)
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expect(SlaEvent.where(applied_sla: applied_sla, event_type: 'rt').count).to eq(1)
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end
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end
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end
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