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HH/docs/SLA_CONFIGURATION_PAGES_IMPLEMENTATION.md

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SLA Configuration Pages Implementation Summary

Overview

This document summarizes the implementation of SLA (Service Level Agreement) configuration pages that have been added to the PX360 system. These pages allow administrators to configure complaint handling deadlines, automatic escalation rules, and complaint thresholds.

What Was Implemented

1. UI Views (apps/complaints/ui_views.py)

Added comprehensive UI views for managing SLA configurations:

  • SLA Configuration Views:

    • sla_config_list_view - List all SLA configurations with filters
    • sla_config_create_view - Create new SLA configuration
    • sla_config_update_view - Update existing SLA configuration
    • sla_config_delete_view - Delete SLA configuration

  • Escalation Rule Views:

    • escalation_rule_list_view - List all escalation rules with filters
    • escalation_rule_create_view - Create new escalation rule
    • escalation_rule_update_view - Update existing escalation rule
    • escalation_rule_delete_view - Delete escalation rule

  • Complaint Threshold Views:

    • complaint_threshold_list_view - List all complaint thresholds with filters
    • complaint_threshold_create_view - Create new complaint threshold
    • complaint_threshold_update_view - Update existing complaint threshold
    • complaint_threshold_delete_view - Delete complaint threshold

2. URL Patterns (apps/complaints/urls.py)

Added new URL patterns for SLA management:

path('sla-config/', views.sla_config_list_view, name='sla_config_list'),
path('sla-config/create/', views.sla_config_create_view, name='sla_config_create'),
path('sla-config/<int:pk>/update/', views.sla_config_update_view, name='sla_config_update'),
path('sla-config/<int:pk>/delete/', views.sla_config_delete_view, name='sla_config_delete'),

path('escalation-rules/', views.escalation_rule_list_view, name='escalation_rule_list'),
path('escalation-rules/create/', views.escalation_rule_create_view, name='escalation_rule_create'),
path('escalation-rules/<int:pk>/update/', views.escalation_rule_update_view, name='escalation_rule_update'),
path('escalation-rules/<int:pk>/delete/', views.escalation_rule_delete_view, name='escalation_rule_delete'),

path('thresholds/', views.complaint_threshold_list_view, name='complaint_threshold_list'),
path('thresholds/create/', views.complaint_threshold_create_view, name='complaint_threshold_create'),
path('thresholds/<int:pk>/update/', views.complaint_threshold_update_view, name='complaint_threshold_update'),
path('thresholds/<int:pk>/delete/', views.complaint_threshold_delete_view, name='complaint_threshold_delete'),

3. Templates Created

SLA Configuration Templates

  • templates/complaints/sla_config_list.html - List view with filters and pagination
  • templates/complaints/sla_config_form.html - Create/edit form with help sidebar

Escalation Rule Templates

  • templates/complaints/escalation_rule_list.html - List view with filters and pagination
  • templates/complaints/escalation_rule_form.html - Create/edit form with help sidebar

Complaint Threshold Templates

  • templates/complaints/complaint_threshold_list.html - List view with filters and pagination
  • templates/complaints/complaint_threshold_form.html - Create/edit form with help sidebar

4. Settings Page Integration (templates/accounts/settings.html)

Added a new "SLA Configuration" card to the settings page that provides quick access to:

  • SLA Configurations
  • Escalation Rules
  • Complaint Thresholds

This card is only visible to PX Admins and Hospital Admins.

Features Implemented

SLA Configurations

  • Configure response deadlines based on complaint severity
  • Set resolution deadlines by priority level
  • Define working hours for SLA calculations
  • Configure notification settings for SLA breaches
  • Filter by hospital, severity, priority, and active status
  • Pagination for large datasets

Escalation Rules

  • Define automatic escalation when deadlines are exceeded
  • Configure up to 3 escalation levels
  • Set trigger hours for each level
  • Choose to escalate by role or specific user
  • Filter by severity and priority
  • Enable/disable rules as needed
  • Comprehensive help documentation

Complaint Thresholds

  • Monitor complaint volume over time
  • Set daily, weekly, monthly, or category-based thresholds
  • Choose from count or percentage metrics
  • Configure actions: alert, email, or report
  • Set notification email addresses
  • Enable/disable thresholds as needed
  • Filter by hospital, type, and status

Access Control

All SLA configuration pages implement proper access control:

  • PX Admins: Can view and manage SLA configurations for all hospitals
  • Hospital Admins: Can view and manage SLA configurations for their hospital only
  • Regular Staff: Do not have access to SLA configuration pages

The settings page automatically hides the SLA Configuration section from non-admin users.

UI/UX Features

Consistent Design

  • All templates follow the PX360 design system
  • Bootstrap 5 styling
  • Font Awesome icons
  • Responsive layout for mobile devices

User-Friendly Features

  • Clear page titles and descriptions
  • Help sidebars with explanations
  • Form validation with error messages
  • Confirmation dialogs for delete actions
  • Breadcrumb navigation
  • Back to list buttons

Filtering and Search

  • Filter by hospital (for PX admins)
  • Filter by type/level/status
  • Clear filters button
  • Pagination with navigation controls

Internationalization

  • All user-facing text uses Django's {% trans %} or {% translate %} tags
  • Fully bilingual support (English/Arabic)

What's Needed to Complete

1. Backend Models

Ensure the following models exist in apps/complaints/models.py:

  • SLAConfiguration model
  • EscalationRule model
  • ComplaintThreshold model

These models should have the fields referenced in the forms.

2. Forms

Create forms in apps/complaints/forms.py:

  • SLAConfigForm
  • EscalationRuleForm
  • ComplaintThresholdForm

These forms should handle validation and model creation/updating.

3. Database Migrations

Run migrations to create the new database tables:

python manage.py makemigrations
python manage.py migrate

4. Celery Tasks (Optional)

For automatic SLA monitoring and escalation:

  • Implement Celery tasks to check SLA compliance
  • Implement Celery tasks to trigger escalations
  • Implement Celery tasks to monitor thresholds
  • Configure Celery beat for periodic checks

5. Email Templates

Create email templates for:

  • SLA breach notifications
  • Escalation notifications
  • Threshold breach alerts

6. Testing

Test the following scenarios:

  • Create, read, update, delete SLA configurations
  • Create, read, update, delete escalation rules
  • Create, read, update, delete complaint thresholds
  • Access control for different user roles
  • Filter functionality
  • Pagination
  • Form validation
  • Email notifications (if implemented)

7. Documentation

Consider adding:

  • User guide for SLA configuration
  • Admin guide for managing SLA settings
  • Best practices for SLA configuration
  • Troubleshooting guide

Integration Points

Existing Features

These SLA pages integrate with existing features:

  • Complaint creation and management
  • Notification system
  • Email service
  • User management
  • Hospital/organization hierarchy

Future Enhancements

Potential future improvements:

  • SLA compliance dashboard
  • Real-time SLA status indicators
  • SLA breach analytics
  • Escalation workflow visualization
  • Threshold trend analysis
  • Automated SLA reports
  • SLA performance metrics

File Structure

apps/
├── complaints/
│   ├── ui_views.py          (NEW - UI views for SLA management)
│   ├── urls.py              (UPDATED - Added SLA URL patterns)
│   └── forms.py             (NEEDS UPDATES - Add SLA forms)
│
templates/
├── complaints/
│   ├── sla_config_list.html     (NEW)
│   ├── sla_config_form.html     (NEW)
│   ├── escalation_rule_list.html (NEW)
│   ├── escalation_rule_form.html (NEW)
│   ├── complaint_threshold_list.html (NEW)
│   └── complaint_threshold_form.html (NEW)
│
templates/
└── accounts/
    └── settings.html            (UPDATED - Added SLA section)

Next Steps

  1. Review Models: Ensure all required models exist with proper fields
  2. Create Forms: Implement form classes for SLA configuration
  3. Run Migrations: Create database tables for SLA features
  4. Test Functionality: Thoroughly test all CRUD operations
  5. Implement Automation: Set up Celery tasks for automatic monitoring (optional)
  6. Documentation: Create user documentation for SLA configuration
  7. Training: Train administrators on SLA configuration best practices

Conclusion

The SLA configuration pages have been successfully implemented with a clean, user-friendly interface. The implementation follows PX360's design patterns and provides comprehensive functionality for managing complaint handling policies. The pages are ready for integration with backend models and forms, and can be tested once the database tables are created.

All pages include proper access control, internationalization support, and follow the project's coding standards.