HH/docs/REAL_TIME_SLA_TESTING_GUIDE.md

Real-Time SLA Testing Guide

This guide explains how to use the realistic SLA testing scenarios that simulate real-world complaint workflows with time compression.

Overview

The SLA testing system uses time-compressed simulation to test real workflows in a fraction of the time:

• Time Compression Ratio: 1 second of real time = 1 hour of system time
• This allows testing a 48-hour SLA in just 48 seconds
• All actual system code is executed (no mocking)
• Real Celery tasks, email sending, and database operations

Test Scripts

1. Scenario 1: Successful Explanation Submission

File: test_scenario_1_successful_explanation.py

Tests the happy path where a staff member submits their explanation before the SLA deadline. No escalation occurs.

Duration: ~7 seconds

SLA Configuration:

• Response deadline: 10 hours (10 seconds)
• First reminder: 5 hours before deadline
• Auto-escalation: Enabled (but not triggered)

Workflow:

T+0s    Setup environment (hospital, department, staff)
T+2s    Create complaint
T+1s    Request explanation from staff
T+0s    Verify initial state (pending, no reminders)
T+3s    Staff submits explanation (before deadline)
T+0s    Verify explanation submitted
T+0s    Verify no escalation occurred

Expected Results:

• ✅ Explanation request email sent
• ✅ Staff submits explanation before deadline
• ✅ Explanation marked as used
• ✅ No reminders sent (not needed)
• ✅ No escalation occurred
• ✅ Complaint resolution process can proceed

Key Database States:

# After completion
ComplaintExplanation.is_used = True
ComplaintExplanation.is_overdue = False
ComplaintExplanation.reminder_sent_at = None
ComplaintExplanation.escalated_to_manager = None

---

2. Scenario 2: Escalation with Reminders

File: test_scenario_2_escalation_with_reminders.py

Tests the case where a staff member doesn't submit their explanation, leading to reminders and automatic escalation through the management chain.

Duration: ~37 seconds

SLA Configuration:

• Response deadline: 12 hours (12 seconds)
• First reminder: 6 hours before deadline
• Second reminder: 3 hours before deadline
• Auto-escalation: Enabled, immediate
• Max escalation levels: 3

Workflow:

T+0s    Setup environment (hospital, department, staff hierarchy)
        - Staff (Omar Al-Harbi)
        - Manager (Mohammed Al-Rashid)
        - Department Head (Ahmed Al-Farsi)
        - Hospital Admin
T+1s    Create complaint (high severity, high priority)
T+1s    Request explanation from staff
T+0s    Verify initial state (pending)
T+4s    Wait for first reminder check
        - First reminder sent at T+6h (6 hours after request)
T+0s    Verify first reminder sent
T+3s    Wait for second reminder check
        - Second reminder sent at T+9h (3 hours before deadline)
T+0s    Verify second reminder sent
T+3s    Wait for deadline (T+12h)
        - Escalate to manager
T+0s    Verify escalation to manager
T+12s   Wait for manager deadline (T+24h total)
        - Manager also doesn't respond
        - Escalate to department head
T+0s    Verify escalation to department head
T+0s    Final verification (overdue state)

Expected Results:

• ✅ Explanation request email sent to staff
• ✅ First reminder sent at 6 hours before deadline
• ✅ Second reminder sent at 3 hours before deadline
• ✅ Deadline reached - escalated to manager
• ✅ Manager receives explanation request
• ✅ Manager deadline reached - escalated to department head
• ✅ Department head receives explanation request
• ✅ Explanation marked as overdue
• ✅ Escalation chain: Staff → Manager → Department Head

Key Database States:

# After escalation to manager
ComplaintExplanation.is_used = False
ComplaintExplanation.is_overdue = True
ComplaintExplanation.reminder_sent_at = [timestamp]
ComplaintExplanation.second_reminder_sent_at = [timestamp]
ComplaintExplanation.escalated_to_manager = Manager instance
ComplaintExplanation.escalated_at = [timestamp]
ComplaintExplanation.escalation_level = 1

# After escalation to department head
ComplaintExplanation.escalated_to_dept_head = Department Head instance
ComplaintExplanation.escalation_level = 2

---

Running the Tests

Prerequisites

1. Django Setup: Make sure Django is properly configured

   # Check your .env file has the correct settings
   cat .env | grep DJANGO_SETTINGS_MODULE
   

2. Database: Ensure your database is accessible

   # Run migrations if needed
   python manage.py migrate
   

3. Email Configuration: Email service should be configured (or use console backend)

Execute Scenario 1

# Make the script executable
chmod +x test_scenario_1_successful_explanation.py

# Run the test
python test_scenario_1_successful_explanation.py

Expected Output:

================================================================================
  SCENARIO 1: SUCCESSFUL EXPLANATION SUBMISSION
================================================================================

[Step 1] Setting up test environment
  → Executing immediately
  ✓ Created hospital: Al Hammadi Hospital
  ✓ Created department: Emergency Department
  ✓ Created staff member: Omar Al-Harbi
  ✓ Created ExplanationSLAConfig: 10h response time
  ✓ Created ComplaintSLAConfig: medium/medium - 72h SLA

[Step 2] Creating complaint
  → Waiting 2s (simulates 2 hours)
  [1/2s] Simulated time: 2 hours
  [2/2s] Simulated time: 4 hours
  ✓ Created complaint: Poor response time in emergency... (ID: 1)
  ℹ   Severity: medium
  ℹ   Priority: medium
  ℹ   Status: open
  ℹ   Staff: Omar Al-Harbi

[Step 3] Requesting explanation from staff
  → Waiting 1s (simulates 1 hours)
  [1/1s] Simulated time: 1 hours
  ✓ Created explanation request for Omar Al-Harbi
  ℹ   Token: abc123...
  ✓ Explanation request email sent
  ℹ   SLA Due At: 2026-01-14 17:04:00
  ℹ   Hours until deadline: 10.0

[Step 4] Verifying initial explanation state
  → Executing immediately
  ✓ Explanation pending correctly (is_used=False, is_overdue=False, reminder=False)

[Step 5] Staff submits explanation (before deadline)
  → Waiting 3s (simulates 3 hours)
  [1/3s] Simulated time: 1 hours
  [2/3s] Simulated time: 2 hours
  [3/3s] Simulated time: 3 hours
  ✓ Staff submitted explanation
  ℹ   Response time: 2026-01-14 17:04:00
  ℹ   SLA deadline: 2026-01-15 03:04:00
  ✓ Submitted 7.0 hours BEFORE deadline ✓

[Step 6] Verifying explanation submitted successfully
  → Executing immediately
  ✓ Explanation submitted successfully (is_used=True, is_overdue=False)

[Step 7] Verifying no escalation occurred
  → Executing immediately
  ✓ No escalation occurred (as expected)

================================================================================
  TEST SUMMARY
================================================================================
  Total Steps: 7
  Successful: 7
  Failed: 0
  Elapsed Time: 7.2s

  ✓✓✓ ALL TESTS PASSED ✓✓✓
================================================================================

✓ Scenario 1 completed successfully!

Execute Scenario 2

# Make the script executable
chmod +x test_scenario_2_escalation_with_reminders.py

# Run the test
python test_scenario_2_escalation_with_reminders.py

Expected Output:

================================================================================
  SCENARIO 2: ESCALATION WITH REMINDERS
================================================================================

[Step 1] Setting up test environment
  → Executing immediately
  ✓ Created hospital: Al Hammadi Hospital
  ✓ Created department: Emergency Department
  ✓ Created staff hierarchy: Omar Al-Harbi → Mohammed Al-Rashid → Ahmed Al-Farsi → Admin
  ✓ Created ExplanationSLAConfig: 12h response time
  ✓ Second reminder config: 3h before deadline
  ✓ Created ComplaintSLAConfig: high/high - 48h SLA

[Step 2] Creating complaint
  → Waiting 1s (simulates 1 hours)
  [1/1s] Simulated time: 1 hours
  ✓ Created complaint: Patient left waiting for 3 hours... (ID: 2)
  ℹ   Severity: high
  ℹ   Priority: high
  ℹ   Status: open
  ℹ   Staff: Omar Al-Harbi

[Step 3] Requesting explanation from staff
  → Waiting 1s (simulates 1 hours)
  [1/1s] Simulated time: 1 hours
  ✓ Created explanation request for Omar Al-Harbi
  ✓ Explanation request email sent
  ℹ   SLA Deadline: 12.0 hours from now
  ℹ   First reminder: 6.0 hours from now
  ℹ   Second reminder: 9.0 hours from now

[Step 4] Verifying initial explanation state
  → Executing immediately
  ✓ Explanation pending correctly (is_used=False, is_overdue=False, reminder=False)

[Step 5] Waiting for first reminder
  → Waiting 4s (simulates 4 hours)
  [1/4s] Simulated time: 1 hours
  [2/4s] Simulated time: 2 hours
  [3/4s] Simulated time: 3 hours
  [4/4s] Simulated time: 4 hours
  ℹ   Checking for first reminder...
  ✓ First reminder sent at 2026-01-14 16:09:00
  ✓ First reminder sent correctly

[Step 6] Verifying first reminder sent
  → Executing immediately
  ✓ Reminder sent correctly (is_used=False, has_reminder=True, escalated=False)

[Step 7] Waiting for second reminder
  → Waiting 3s (simulates 3 hours)
  [1/3s] Simulated time: 1 hours
  [2/3s] Simulated time: 2 hours
  [3/3s] Simulated time: 3 hours
  ℹ   Checking for second reminder...
  ✓ Second reminder sent at 2026-01-14 16:12:00
  ✓ Second reminder sent correctly

[Step 8] Waiting for deadline (escalation to manager)
  → Waiting 3s (simulates 3 hours)
  [1/3s] Simulated time: 1 hours
  [2/3s] Simulated time: 2 hours
  [3/3s] Simulated time: 3 hours
  ℹ   Checking for overdue explanations (escalate to manager)...
  ✓ Escalated to manager: Mohammed Al-Rashid
  ✓ Escalated to manager correctly

[Step 9] Verifying escalation to manager
  → Executing immediately
  ✓ Escalated to manager: Mohammed Al-Rashid
  ✓ Escalated correctly

[Step 10] Waiting for manager deadline (escalation to department head)
  → Waiting 12s (simulates 12 hours)
  [1/12s] Simulated time: 1 hours
  [5/12s] Simulated time: 5 hours
  [10/12s] Simulated time: 10 hours
  [12/12s] Simulated time: 12 hours
  ℹ   Checking for overdue manager explanations (escalate to department head)...
  ✓ Manager's explanation escalated to department head
  ✓ Escalated to department head correctly

[Step 11] Verifying escalation to department head
  → Executing immediately
  ✓ Escalated to department head: Ahmed Al-Farsi
  ✓ Escalated correctly

[Step 12] Final verification - explanation state
  → Executing immediately
  ✓ Explanation overdue and escalated correctly (is_used=False, is_overdue=True, escalated=True)

================================================================================
  TEST SUMMARY
================================================================================
  Total Steps: 12
  Successful: 12
  Failed: 0
  Elapsed Time: 37.5s

  ✓✓✓ ALL TESTS PASSED ✓✓✓
================================================================================

✓ Scenario 2 completed successfully!

---

Understanding the Test Results

Success Indicators

✅ Explanation Submitted: Staff responded before deadline ✅ No Escalation: Workflow completed at staff level ✅ Reminders Sent: System sent timely reminders ✅ Escalation Occurred: System automatically escalated to manager ✅ Multi-Level Escalation: Escalation chain worked correctly

Common Issues and Solutions

Issue: "Email failed to send"

Cause: Email service not configured Solution:

• Check .env for email settings
• Use console backend for testing: EMAIL_BACKEND=django.core.mail.backends.console.EmailBackend

Issue: "Escalation not triggered"

Cause: SLA configuration incorrect Solution:

• Verify auto_escalate_enabled=True
• Check response_hours matches expected timing
• Ensure escalation_hours_overdue is set correctly

Issue: "Reminder not sent"

Cause: Reminder timing misconfiguration Solution:

• Check reminder_hours_before in SLA config
• Verify SecondReminderConfig is enabled (for second reminder)
• Ensure sufficient time has passed

---

Customizing Scenarios

Adjust Time Compression

Modify the time_compression_ratio parameter:

# 1 second = 1 hour (default)
test = Scenario1SuccessfulExplanation(time_compression_ratio=1)

# 1 second = 2 hours (faster testing)
test = Scenario1SuccessfulExplanation(time_compression_ratio=2)

# 1 second = 30 minutes (slower, more detailed)
test = Scenario1SuccessfulExplanation(time_compression_ratio=0.5)

Change SLA Deadlines

Modify the SLA configuration in the test scripts:

# In setup_environment()
self.create_explanation_sla_config(
    hospital=hospital,
    response_hours=24,  # Change from 10 to 24 hours
    reminder_hours_before=12,  # Change from 5 to 12 hours
    auto_escalate_enabled=True,
    escalation_hours_overdue=0,
    max_escalation_levels=3
)

Test Different Severities

Create complaints with different severity/priority:

# High severity, high priority
complaint = Complaint.objects.create(
    hospital=hospital,
    department=department,
    staff=staff,
    severity='high',
    priority='high',
    # ... other fields
)

# Low severity, low priority
complaint = Complaint.objects.create(
    hospital=hospital,
    department=department,
    staff=staff,
    severity='low',
    priority='low',
    # ... other fields
)

---

Database Cleanup

After running tests, you may want to clean up test data:

# Delete test complaints and explanations
python manage.py shell
>>> from apps.complaints.models import Complaint, ComplaintExplanation
>>> Complaint.objects.filter(contact_name="Test Patient").delete()
>>> Complaint.objects.filter(contact_name="Concerned Family Member").delete()

# Delete test staff (be careful with real data!)
>>> from apps.organizations.models import Staff
>>> Staff.objects.filter(email__contains=".test").delete()

---

Debugging Tips

Enable Django Debug Mode

Make sure DEBUG=True in your settings to see detailed error messages.

Check Celery Tasks

If Celery tasks aren't executing:

# Check if Celery worker is running
ps aux | grep celery

# Start Celery worker
celery -A config worker -l info

Inspect Database State

# Check explanation state
from apps.complaints.models import ComplaintExplanation
exp = ComplaintExplanation.objects.first()
print(f"is_used: {exp.is_used}")
print(f"is_overdue: {exp.is_overdue}")
print(f"sla_due_at: {exp.sla_due_at}")
print(f"escalated_to_manager: {exp.escalated_to_manager}")

View Email Content

When using console email backend, emails will be printed to stdout. You can also check:

from django.core.mail import outbox
print(len(outbox))  # Number of emails sent
print(outbox[0].subject)  # Subject of first email
print(outbox[0].body)  # Body of first email

---

Next Steps

After successfully running the scenarios:

1. Verify in Admin: Check the Django admin interface to see the created complaints and explanations
2. Review Emails: Examine the email templates and content
3. Test UI: Manually test the complaint and explanation workflows in the web interface
4. Customize Scenarios: Modify the test scripts to match your specific use cases
5. Integration Testing: Run these tests as part of your CI/CD pipeline

---

Support

For issues or questions:

• Check the logs in the logs/ directory
• Review the SLA documentation in docs/SLA_SYSTEM_OVERVIEW.md
• Examine the Celery tasks in apps/complaints/tasks.py