# Complaint SLA Management Feature

## Overview
A dedicated PX Admin-only interface for managing complaint SLA (Service Level Agreement) configurations with automatic hospital selection from session.

## Features

### 1. PX Admin Only Access
- Protected by `@px_admin_required` decorator
- Automatically uses hospital from session (`selected_hospital_id`)
- Redirects to hospital selection if no hospital is selected

### 2. Hospital Context
- Hospital is **automatically set** from the first selection after login
- Stored in session as `selected_hospital_id`
- No need to manually select hospital for each configuration

### 3. SLA Configuration Types

#### Source-Based SLAs
- Configure SLAs based on complaint source (MOH, CCHI, Patient, etc.)
- Takes precedence over severity-based configs
- Example: MOH complaints = 24 hours, CCHI = 48 hours

#### Severity/Priority-Based SLAs
- Configure SLAs based on severity and priority levels
- Used when no source-based config exists
- Example: Critical/Urgent = 12 hours, Low/Low = 72 hours

### 4. Timing Configuration

#### SLA Deadline
- Total hours from complaint creation until deadline
- Example: 24, 48, 72 hours

#### Reminder Timing (Modern)
- **First Reminder**: X hours after complaint creation
- **Second Reminder**: X hours after complaint creation
- Set to 0 to use legacy timing

#### Reminder Timing (Legacy)
- **First Reminder**: X hours before deadline
- **Second Reminder**: X hours before deadline (with enable checkbox)

#### Escalation
- X hours after creation to auto-escalate
- Set to 0 to use standard overdue logic

## URLs

| URL | View | Description |
|-----|------|-------------|
| `/complaints/settings/sla-management/` | `sla_management` | Main SLA management page |
| `/complaints/settings/sla-management/new/` | `sla_management_create` | Create new SLA config |
| `/complaints/settings/sla-management/<uuid>/edit/` | `sla_management_edit` | Edit existing config |
| `/complaints/settings/sla-management/<uuid>/toggle/` | `sla_management_toggle` | Toggle active status |

## Files Created/Modified

### New Files
1. `/apps/complaints/management/commands/test_sla_reminders.py` - Test command
2. `/templates/complaints/sla_management.html` - Main management page
3. `/templates/complaints/sla_management_form.html` - Create/Edit form
4. `/templates/complaints/partials/severity_badge.html` - Severity badge partial
5. `/templates/complaints/partials/priority_badge.html` - Priority badge partial

### Modified Files
1. `/apps/complaints/ui_views.py` - Added 4 new views
2. `/apps/complaints/urls.py` - Added 4 new URL routes
3. `/templates/config/dashboard.html` - Added navigation card

## Usage

### For PX Admins

1. **Login** as PX Admin
2. **Select Hospital** (first time after login)
3. **Navigate to** System Configuration → Complaint SLA
   - Or directly: `/complaints/settings/sla-management/`
4. **Configure SLAs**:
   - Click "Add SLA Configuration"
   - Choose Source (for source-based) OR Severity/Priority
   - Set SLA hours, reminders, escalation
   - Save

### Example Configuration

**MOH Complaints (Source-Based)**:
- Source: Ministry of Health
- SLA Hours: 24
- First Reminder: 12 hours after creation
- Second Reminder: 18 hours after creation
- Escalation: 24 hours after creation

**Critical/Urgent Complaints (Severity-Based)**:
- Severity: Critical
- Priority: Urgent
- SLA Hours: 12
- First Reminder: 6 hours after creation
- Second Reminder: 9 hours after creation
- Escalation: 12 hours after creation

## Testing

Use the management command to test SLA reminders:

```bash
# Create test complaints and run SLA reminder task
python manage.py test_sla_reminders --run-task

# Dry run (preview only)
python manage.py test_sla_reminders --dry-run

# Test specific scenario
python manage.py test_sla_reminders --scenario assigned --complaint-count 3

# Clean up test data
python manage.py test_sla_reminders --cleanup
```

## SLA Priority Order

1. **Source-based config** (MOH, CCHI, Internal)
2. **Severity/Priority-based config**
3. **System defaults** (from settings)

## Key Benefits

✅ **Hospital Auto-Selection**: No need to manually select hospital each time
✅ **PX Admin Only**: Secure, role-based access
✅ **Visual Interface**: Clean, modern UI with badges and stats
✅ **Flexible Timing**: Support for both modern (after creation) and legacy (before deadline) timing
✅ **Toggle Status**: Easily enable/disable configs without deleting
✅ **Audit Logging**: All changes logged for compliance

## Session Flow

```
1. PX Admin logs in
   ↓
2. Redirected to hospital selection page
   ↓
3. Selects hospital → stored in session['selected_hospital_id']
   ↓
4. All SLA configs use this hospital automatically
   ↓
5. Can switch hospitals anytime from sidebar
```