URGENT - Second SLA Reminder - Complaint #{{ complaint.id|slice:":8" }}

Dear {{ recipient.get_full_name }},

This is the second and final reminder that you have a complaint that will breach its SLA deadline very soon.

COMPLAINT DETAILS:
- ID: #{{ complaint.id|slice:":8" }}
- Title: {{ complaint.title }}
- Severity: {{ complaint.get_severity_display }}
- Priority: {{ complaint.get_priority_display }}
- Category: {% if complaint.category %}{{ complaint.category.name_en }}{% else %}N/A{% endif %}
- Department: {% if complaint.department %}{{ complaint.department.name_en }}{% else %}N/A{% endif %}
- Patient: {% if complaint.patient %}{{ patient.get_full_name }} (MRN: {{ complaint.patient.mrn }}){% else %}N/A{% endif %}

SLA INFORMATION:
- Due Date: {{ due_date|date:"F d, Y H:i" }}
- Time Remaining: {{ hours_remaining }} hours
- Current Status: {{ complaint.get_status_display }}

URGENT ACTION REQUIRED:
This complaint is {{ hours_remaining }} hours from breaching its SLA deadline. 
Please review and take immediate action to avoid escalation and SLA breach consequences.

If this complaint cannot be resolved within the remaining time, please:
1. Update the complaint status to reflect current progress
2. Add a timeline update explaining the delay
3. Contact your department manager if additional resources are needed

You can view the complaint at: {{ site_url }}/complaints/{{ complaint.id }}/

This is an automated message. Please do not reply directly to this email.

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PX360 Patient Experience Management System
