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[Phase 1] SLA Management UI and Configuration #10

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opened 2026-03-10 03:42:04 +00:00 by Mark · 2 comments
Mark commented 2026-03-10 03:42:04 +00:00
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Overview

Basic SLA tracking exists in the backend, but there's no UI for configuring SLA policies or viewing SLA compliance. This is needed for proper SLA management.

Current State

  • ✅ Backend: SLA tracking fields exist on tickets (sla_response_due, sla_resolve_due)
  • ✅ Basic SLA breach tracking
  • ❌ No SLA policy configuration UI
  • ❌ No SLA rules engine
  • ❌ No SLA breach notifications

Required Implementation

1. SLA Policy Configuration

Create configurable SLA policies:

  • Response time targets by priority (low, medium, high, urgent)
  • Resolution time targets by priority
  • Business hours configuration (working days, hours)
  • Holiday calendar

2. SLA Rules Engine

  • Automatic SLA calculation on ticket creation
  • Priority-based SLA assignment
  • Customer-specific SLA tiers
  • Override capabilities

3. SLA Breach Notifications

  • Email alerts for upcoming SLA breaches
  • Email alerts for breached SLAs
  • Dashboard indicators for at-risk tickets

4. SLA Reporting

  • SLA compliance rate metrics
  • Average response time
  • Average resolution time
  • Breach reasons analysis

5. SLA UI

  • SLA policy configuration page (admin)
  • SLA status indicators on tickets
  • SLA report page

Acceptance Criteria

  • SLA policy configuration API and UI
  • Business hours configuration
  • SLA rules engine implemented
  • SLA breach notifications
  • SLA compliance dashboard
  • SLA reporting page
  • Tests for SLA calculations

Related Documents

  • ROADMAP.md - Phase 1.5

Priority

🟡 MEDIUM

Effort Estimate

Medium (3-4 days)

## Overview Basic SLA tracking exists in the backend, but there's no UI for configuring SLA policies or viewing SLA compliance. This is needed for proper SLA management. ## Current State - ✅ Backend: SLA tracking fields exist on tickets (`sla_response_due`, `sla_resolve_due`) - ✅ Basic SLA breach tracking - ❌ No SLA policy configuration UI - ❌ No SLA rules engine - ❌ No SLA breach notifications ## Required Implementation ### 1. SLA Policy Configuration Create configurable SLA policies: - Response time targets by priority (low, medium, high, urgent) - Resolution time targets by priority - Business hours configuration (working days, hours) - Holiday calendar ### 2. SLA Rules Engine - Automatic SLA calculation on ticket creation - Priority-based SLA assignment - Customer-specific SLA tiers - Override capabilities ### 3. SLA Breach Notifications - Email alerts for upcoming SLA breaches - Email alerts for breached SLAs - Dashboard indicators for at-risk tickets ### 4. SLA Reporting - SLA compliance rate metrics - Average response time - Average resolution time - Breach reasons analysis ### 5. SLA UI - SLA policy configuration page (admin) - SLA status indicators on tickets - SLA report page ## Acceptance Criteria - [ ] SLA policy configuration API and UI - [ ] Business hours configuration - [ ] SLA rules engine implemented - [ ] SLA breach notifications - [ ] SLA compliance dashboard - [ ] SLA reporting page - [ ] Tests for SLA calculations ## Related Documents - `ROADMAP.md` - Phase 1.5 ## Priority 🟡 MEDIUM ## Effort Estimate Medium (3-4 days)
Mark commented 2026-05-18 20:25:41 +00:00
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Feature Triage Assessment

Scope: large
Risk: medium
Spec Alignment: aligned
Summary: Implements a complete SLA management subsystem with configurable priority-based policies, business hours, holiday calendar, customer tiers, automatic calculation on ticket creation, breach notifications, dashboards, and admin configuration UI.
Recommendation: Split into sub-phases: (1) backend models + migration for SLA policies table, (2) rules engine service with business hours/holiday logic, (3) SLA configuration CRUD API + hook into ticket create path to auto-calculate deadlines, (4) admin configuration UI page, (5) dashboard indicators + reporting endpoints, (6) breach notifications (blocked on email infra from Phase 1.4).
Rationale: SCOPE=large: 15+ files across backend (new model, migration, service expansion from 62→~500 lines, CRUD, API router, main.py wiring), and frontend (new admin page, API service, route, dashboard widgets). The existing sla.py is only breach detection (62 lines) — everything else from scratch. RISK=medium: ticket creation CRUD path gets modified for auto-SLA calculation, business hours date arithmetic has edge cases, notifications depend on unimplemented email infra (Phase 1.4). No breaking API contract changes. SPEC=aligned: explicitly listed as Phase 1.5 in ROADMAP.md under Operational Excellence.

Labeled blocked:needs-decision — unblock on Forgejo to dispatch to the fixer pipeline.

## Feature Triage Assessment **Scope:** large **Risk:** medium **Spec Alignment:** aligned **Summary:** Implements a complete SLA management subsystem with configurable priority-based policies, business hours, holiday calendar, customer tiers, automatic calculation on ticket creation, breach notifications, dashboards, and admin configuration UI. **Recommendation:** Split into sub-phases: (1) backend models + migration for SLA policies table, (2) rules engine service with business hours/holiday logic, (3) SLA configuration CRUD API + hook into ticket create path to auto-calculate deadlines, (4) admin configuration UI page, (5) dashboard indicators + reporting endpoints, (6) breach notifications (blocked on email infra from Phase 1.4). **Rationale:** SCOPE=large: 15+ files across backend (new model, migration, service expansion from 62→~500 lines, CRUD, API router, main.py wiring), and frontend (new admin page, API service, route, dashboard widgets). The existing sla.py is only breach detection (62 lines) — everything else from scratch. RISK=medium: ticket creation CRUD path gets modified for auto-SLA calculation, business hours date arithmetic has edge cases, notifications depend on unimplemented email infra (Phase 1.4). No breaking API contract changes. SPEC=aligned: explicitly listed as Phase 1.5 in ROADMAP.md under Operational Excellence. Labeled `blocked:needs-decision` — unblock on Forgejo to dispatch to the fixer pipeline.
Mark commented 2026-05-28 00:52:45 +00:00
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This issue has been decomposed into the following sub-issues:

# Title Phase Scope
#32 [Phase 1] SLA Management UI and Configuration — Phase 1: Ove Basic SLA tracking exists in the backend, but there's no UI for configuring SLA
#33 [Phase 1] SLA Management UI and Configuration — Phase 2: Cur - ✅ Backend: SLA tracking fields exist on tickets (sla_response_due, `sla_reso
#34 [Phase 1] SLA Management UI and Configuration — Phase 3: Req
#35 [Phase 1] SLA Management UI and Configuration — Phase 4: 1. Create configurable SLA policies: - Response time targets by priority (low, medi
#36 [Phase 1] SLA Management UI and Configuration — Phase 5: 2. - Automatic SLA calculation on ticket creation - Priority-based SLA assignment -
#37 [Phase 1] SLA Management UI and Configuration — Phase 6: 3. - Email alerts for upcoming SLA breaches - Email alerts for breached SLAs - Dash
#38 [Phase 1] SLA Management UI and Configuration — Phase 7: 4. - SLA compliance rate metrics - Average response time - Average resolution time
#39 [Phase 1] SLA Management UI and Configuration — Phase 8: 5. - SLA policy configuration page (admin) - SLA status indicators on tickets - SLA
#40 [Phase 1] SLA Management UI and Configuration — Phase 9: Acc - [ ] SLA policy configuration API and UI - [ ] Business hours configuration - [
#41 [Phase 1] SLA Management UI and Configuration — Phase 10: Re - ROADMAP.md - Phase 1.5
#42 [Phase 1] SLA Management UI and Configuration — Phase 11: Pr 🟡 MEDIUM
#43 [Phase 1] SLA Management UI and Configuration — Phase 12: Ef Medium (3-4 days)

Each sub-issue has been labeled with needs-triage and will be evaluated by the triage pipeline before queue routing.

This issue has been decomposed into the following sub-issues: | # | Title | Phase Scope | |---|-------|-------------| | #32 | [Phase 1] SLA Management UI and Configuration — Phase 1: Ove | Basic SLA tracking exists in the backend, but there's no UI for configuring SLA | | #33 | [Phase 1] SLA Management UI and Configuration — Phase 2: Cur | - ✅ Backend: SLA tracking fields exist on tickets (`sla_response_due`, `sla_reso | | #34 | [Phase 1] SLA Management UI and Configuration — Phase 3: Req | | | #35 | [Phase 1] SLA Management UI and Configuration — Phase 4: 1. | Create configurable SLA policies: - Response time targets by priority (low, medi | | #36 | [Phase 1] SLA Management UI and Configuration — Phase 5: 2. | - Automatic SLA calculation on ticket creation - Priority-based SLA assignment - | | #37 | [Phase 1] SLA Management UI and Configuration — Phase 6: 3. | - Email alerts for upcoming SLA breaches - Email alerts for breached SLAs - Dash | | #38 | [Phase 1] SLA Management UI and Configuration — Phase 7: 4. | - SLA compliance rate metrics - Average response time - Average resolution time | | #39 | [Phase 1] SLA Management UI and Configuration — Phase 8: 5. | - SLA policy configuration page (admin) - SLA status indicators on tickets - SLA | | #40 | [Phase 1] SLA Management UI and Configuration — Phase 9: Acc | - [ ] SLA policy configuration API and UI - [ ] Business hours configuration - [ | | #41 | [Phase 1] SLA Management UI and Configuration — Phase 10: Re | - `ROADMAP.md` - Phase 1.5 | | #42 | [Phase 1] SLA Management UI and Configuration — Phase 11: Pr | 🟡 MEDIUM | | #43 | [Phase 1] SLA Management UI and Configuration — Phase 12: Ef | Medium (3-4 days) | Each sub-issue has been labeled with `needs-triage` and will be evaluated by the triage pipeline before queue routing.
Mark closed this issue 2026-05-28 00:52:45 +00:00
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