587 lines
22 KiB
Python
587 lines
22 KiB
Python
"""
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Complaints Celery tasks
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This module contains tasks for:
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- Checking overdue complaints
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- Sending SLA reminders
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- Triggering resolution satisfaction surveys
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- Creating PX actions from complaints
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"""
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import logging
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from celery import shared_task
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from django.db import transaction
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from django.db.models import Q
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from django.utils import timezone
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logger = logging.getLogger(__name__)
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@shared_task
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def check_overdue_complaints():
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"""
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Periodic task to check for overdue complaints.
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Runs every 15 minutes (configured in config/celery.py).
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Updates is_overdue flag for complaints past their SLA deadline.
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Triggers automatic escalation based on escalation rules.
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"""
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from apps.complaints.models import Complaint, ComplaintStatus
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# Get active complaints (not closed or cancelled)
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active_complaints = Complaint.objects.filter(
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status__in=[ComplaintStatus.OPEN, ComplaintStatus.IN_PROGRESS, ComplaintStatus.RESOLVED]
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).select_related('hospital', 'patient', 'department')
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overdue_count = 0
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escalated_count = 0
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for complaint in active_complaints:
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if complaint.check_overdue():
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overdue_count += 1
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logger.warning(
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f"Complaint {complaint.id} is overdue: {complaint.title} "
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f"(due: {complaint.due_at})"
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)
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# Trigger automatic escalation
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result = escalate_complaint_auto.delay(str(complaint.id))
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if result:
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escalated_count += 1
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if overdue_count > 0:
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logger.info(f"Found {overdue_count} overdue complaints, triggered {escalated_count} escalations")
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return {
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'overdue_count': overdue_count,
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'escalated_count': escalated_count
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}
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@shared_task
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def send_complaint_resolution_survey(complaint_id):
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"""
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Send resolution satisfaction survey when complaint is closed.
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This task is triggered when a complaint status changes to CLOSED.
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Args:
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complaint_id: UUID of the Complaint
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Returns:
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dict: Result with survey_instance_id
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"""
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from apps.complaints.models import Complaint
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from apps.core.services import create_audit_log
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from apps.surveys.models import SurveyInstance, SurveyTemplate
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try:
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complaint = Complaint.objects.select_related(
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'patient', 'hospital'
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).get(id=complaint_id)
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# Check if survey already sent
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if complaint.resolution_survey:
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logger.info(f"Resolution survey already sent for complaint {complaint_id}")
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return {'status': 'skipped', 'reason': 'already_sent'}
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# Get resolution satisfaction survey template
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try:
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survey_template = SurveyTemplate.objects.get(
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hospital=complaint.hospital,
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survey_type='complaint_resolution',
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is_active=True
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)
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except SurveyTemplate.DoesNotExist:
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logger.warning(
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f"No resolution satisfaction survey template found for hospital {complaint.hospital.name}"
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)
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return {'status': 'skipped', 'reason': 'no_template'}
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# Create survey instance
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with transaction.atomic():
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survey_instance = SurveyInstance.objects.create(
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survey_template=survey_template,
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patient=complaint.patient,
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encounter_id=complaint.encounter_id,
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delivery_channel='sms', # Default
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recipient_phone=complaint.patient.phone,
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recipient_email=complaint.patient.email,
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metadata={
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'complaint_id': str(complaint.id),
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'complaint_title': complaint.title
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}
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)
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# Link survey to complaint
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complaint.resolution_survey = survey_instance
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complaint.resolution_survey_sent_at = timezone.now()
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complaint.save(update_fields=['resolution_survey', 'resolution_survey_sent_at'])
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# Send survey
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from apps.notifications.services import NotificationService
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notification_log = NotificationService.send_survey_invitation(
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survey_instance=survey_instance,
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language='en' # TODO: Get from patient preference
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)
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# Update survey status
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survey_instance.status = 'active'
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survey_instance.sent_at = timezone.now()
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survey_instance.save(update_fields=['status', 'sent_at'])
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# Log audit event
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create_audit_log(
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event_type='survey_sent',
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description=f"Resolution satisfaction survey sent for complaint: {complaint.title}",
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content_object=survey_instance,
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metadata={
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'complaint_id': str(complaint.id),
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'survey_template': survey_template.name
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}
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)
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logger.info(
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f"Resolution satisfaction survey sent for complaint {complaint.id}"
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)
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return {
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'status': 'sent',
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'survey_instance_id': str(survey_instance.id),
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'notification_log_id': str(notification_log.id)
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}
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except Complaint.DoesNotExist:
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error_msg = f"Complaint {complaint_id} not found"
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logger.error(error_msg)
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return {'status': 'error', 'reason': error_msg}
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except Exception as e:
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error_msg = f"Error sending resolution survey: {str(e)}"
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logger.error(error_msg, exc_info=True)
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return {'status': 'error', 'reason': error_msg}
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@shared_task
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def check_resolution_survey_threshold(survey_instance_id, complaint_id):
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"""
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Check if resolution survey score breaches threshold and create PX Action if needed.
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This task is triggered when a complaint resolution survey is completed.
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Args:
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survey_instance_id: UUID of the SurveyInstance
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complaint_id: UUID of the Complaint
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Returns:
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dict: Result with action status
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"""
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from apps.complaints.models import Complaint, ComplaintThreshold
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from apps.surveys.models import SurveyInstance
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from apps.px_action_center.models import PXAction
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from django.contrib.contenttypes.models import ContentType
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try:
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survey = SurveyInstance.objects.get(id=survey_instance_id)
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complaint = Complaint.objects.select_related('hospital', 'patient').get(id=complaint_id)
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# Get threshold for this hospital
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try:
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threshold = ComplaintThreshold.objects.get(
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hospital=complaint.hospital,
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threshold_type='resolution_survey_score',
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is_active=True
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)
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except ComplaintThreshold.DoesNotExist:
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logger.info(f"No resolution survey threshold configured for hospital {complaint.hospital.name_en}")
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return {'status': 'no_threshold'}
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# Check if threshold is breached
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if threshold.check_threshold(survey.score):
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logger.warning(
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f"Resolution survey score {survey.score} breaches threshold {threshold.threshold_value} "
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f"for complaint {complaint_id}"
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)
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# Create PX Action
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complaint_ct = ContentType.objects.get_for_model(Complaint)
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action = PXAction.objects.create(
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title=f"Low Resolution Satisfaction: {complaint.title[:100]}",
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description=(
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f"Complaint resolution survey scored {survey.score}% "
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f"(threshold: {threshold.threshold_value}%). "
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f"Original complaint: {complaint.description[:200]}"
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),
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source='complaint_resolution_survey',
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priority='high' if survey.score < 30 else 'medium',
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hospital=complaint.hospital,
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department=complaint.department,
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patient=complaint.patient,
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content_type=complaint_ct,
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object_id=complaint.id,
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metadata={
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'complaint_id': str(complaint.id),
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'survey_id': str(survey.id),
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'survey_score': survey.score,
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'threshold_value': threshold.threshold_value,
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}
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)
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# Log audit
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from apps.core.services import create_audit_log
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create_audit_log(
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event_type='px_action_created',
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description=f"PX Action created from low resolution survey score",
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content_object=action,
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metadata={
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'complaint_id': str(complaint.id),
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'survey_score': survey.score,
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'trigger': 'resolution_survey_threshold'
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}
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)
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logger.info(f"Created PX Action {action.id} from low resolution survey score")
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return {
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'status': 'action_created',
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'action_id': str(action.id),
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'survey_score': survey.score,
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'threshold': threshold.threshold_value
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}
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else:
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logger.info(f"Resolution survey score {survey.score} is above threshold {threshold.threshold_value}")
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return {'status': 'threshold_not_breached', 'survey_score': survey.score}
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except SurveyInstance.DoesNotExist:
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error_msg = f"SurveyInstance {survey_instance_id} not found"
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logger.error(error_msg)
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return {'status': 'error', 'reason': error_msg}
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except Complaint.DoesNotExist:
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error_msg = f"Complaint {complaint_id} not found"
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logger.error(error_msg)
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return {'status': 'error', 'reason': error_msg}
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except Exception as e:
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error_msg = f"Error checking resolution survey threshold: {str(e)}"
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logger.error(error_msg, exc_info=True)
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return {'status': 'error', 'reason': error_msg}
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@shared_task
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def create_action_from_complaint(complaint_id):
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"""
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Create PX Action from complaint (if configured).
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This task is triggered when a complaint is created,
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if the hospital configuration requires automatic action creation.
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Args:
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complaint_id: UUID of the Complaint
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Returns:
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dict: Result with action_id
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"""
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from apps.complaints.models import Complaint
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from apps.organizations.models import Hospital
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from apps.px_action_center.models import PXAction
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from django.contrib.contenttypes.models import ContentType
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try:
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complaint = Complaint.objects.select_related('hospital', 'patient', 'department').get(id=complaint_id)
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# Check if hospital has auto-create enabled
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# For now, we'll check metadata on hospital or use a simple rule
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# In production, you'd have a HospitalComplaintConfig model
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auto_create = complaint.hospital.metadata.get('auto_create_action_on_complaint', False)
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if not auto_create:
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logger.info(f"Auto-create PX Action disabled for hospital {complaint.hospital.name_en}")
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return {'status': 'disabled'}
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# Create PX Action
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complaint_ct = ContentType.objects.get_for_model(Complaint)
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action = PXAction.objects.create(
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title=f"New Complaint: {complaint.title[:100]}",
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description=complaint.description[:500],
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source='complaint',
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priority=complaint.priority,
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hospital=complaint.hospital,
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department=complaint.department,
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patient=complaint.patient,
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content_type=complaint_ct,
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object_id=complaint.id,
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metadata={
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'complaint_id': str(complaint.id),
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'complaint_category': complaint.category,
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'complaint_severity': complaint.severity,
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}
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)
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# Log audit
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from apps.core.services import create_audit_log
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create_audit_log(
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event_type='px_action_created',
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description=f"PX Action created from complaint",
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content_object=action,
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metadata={
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'complaint_id': str(complaint.id),
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'trigger': 'complaint_creation'
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}
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)
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logger.info(f"Created PX Action {action.id} from complaint {complaint_id}")
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return {
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'status': 'action_created',
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'action_id': str(action.id)
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}
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except Complaint.DoesNotExist:
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error_msg = f"Complaint {complaint_id} not found"
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logger.error(error_msg)
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return {'status': 'error', 'reason': error_msg}
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except Exception as e:
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error_msg = f"Error creating action from complaint: {str(e)}"
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logger.error(error_msg, exc_info=True)
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return {'status': 'error', 'reason': error_msg}
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@shared_task
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def escalate_complaint_auto(complaint_id):
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"""
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Automatically escalate complaint based on escalation rules.
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This task is triggered when a complaint becomes overdue.
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It finds matching escalation rules and reassigns the complaint.
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Args:
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complaint_id: UUID of the Complaint
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Returns:
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dict: Result with escalation status
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"""
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from apps.complaints.models import Complaint, ComplaintUpdate, EscalationRule
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from apps.accounts.models import User
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try:
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complaint = Complaint.objects.select_related(
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'hospital', 'department', 'assigned_to'
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).get(id=complaint_id)
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# Calculate hours overdue
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hours_overdue = (timezone.now() - complaint.due_at).total_seconds() / 3600
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# Get applicable escalation rules for this hospital
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rules = EscalationRule.objects.filter(
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hospital=complaint.hospital,
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is_active=True,
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trigger_on_overdue=True
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).order_by('order')
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# Filter rules by severity and priority if specified
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if complaint.severity:
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rules = rules.filter(
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Q(severity_filter='') | Q(severity_filter=complaint.severity)
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)
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if complaint.priority:
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rules = rules.filter(
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Q(priority_filter='') | Q(priority_filter=complaint.priority)
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)
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# Find first matching rule based on hours overdue
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matching_rule = None
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for rule in rules:
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if hours_overdue >= rule.trigger_hours_overdue:
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matching_rule = rule
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break
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if not matching_rule:
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logger.info(f"No matching escalation rule found for complaint {complaint_id}")
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return {'status': 'no_matching_rule'}
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# Determine escalation target
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escalation_target = None
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if matching_rule.escalate_to_role == 'department_manager':
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if complaint.department and complaint.department.manager:
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escalation_target = complaint.department.manager
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elif matching_rule.escalate_to_role == 'hospital_admin':
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# Find hospital admin for this hospital
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escalation_target = User.objects.filter(
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hospital=complaint.hospital,
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groups__name='Hospital Admin',
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is_active=True
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).first()
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elif matching_rule.escalate_to_role == 'px_admin':
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# Find PX admin
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escalation_target = User.objects.filter(
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groups__name='PX Admin',
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is_active=True
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).first()
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elif matching_rule.escalate_to_role == 'specific_user':
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escalation_target = matching_rule.escalate_to_user
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if not escalation_target:
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logger.warning(
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f"Could not find escalation target for rule {matching_rule.name} "
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f"on complaint {complaint_id}"
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)
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return {'status': 'no_target_found', 'rule': matching_rule.name}
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# Perform escalation
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old_assignee = complaint.assigned_to
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complaint.assigned_to = escalation_target
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complaint.escalated_at = timezone.now()
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complaint.save(update_fields=['assigned_to', 'escalated_at'])
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# Create update
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ComplaintUpdate.objects.create(
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complaint=complaint,
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update_type='escalation',
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message=(
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f"Automatically escalated to {escalation_target.get_full_name()} "
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f"(Rule: {matching_rule.name}). "
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f"Complaint is {hours_overdue:.1f} hours overdue."
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),
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created_by=None, # System action
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metadata={
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'rule_id': str(matching_rule.id),
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'rule_name': matching_rule.name,
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'hours_overdue': hours_overdue,
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'old_assignee_id': str(old_assignee.id) if old_assignee else None,
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'new_assignee_id': str(escalation_target.id)
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}
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)
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# Send notifications
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send_complaint_notification.delay(
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complaint_id=str(complaint.id),
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event_type='escalated'
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)
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# Log audit
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from apps.core.services import create_audit_log
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create_audit_log(
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event_type='complaint_escalated',
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description=f"Complaint automatically escalated to {escalation_target.get_full_name()}",
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content_object=complaint,
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metadata={
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'rule': matching_rule.name,
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'hours_overdue': hours_overdue,
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'escalated_to': escalation_target.get_full_name()
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}
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)
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logger.info(
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f"Escalated complaint {complaint_id} to {escalation_target.get_full_name()} "
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f"using rule '{matching_rule.name}'"
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)
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return {
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'status': 'escalated',
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'rule': matching_rule.name,
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'escalated_to': escalation_target.get_full_name(),
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'hours_overdue': round(hours_overdue, 2)
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}
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except Complaint.DoesNotExist:
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error_msg = f"Complaint {complaint_id} not found"
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logger.error(error_msg)
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return {'status': 'error', 'reason': error_msg}
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except Exception as e:
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error_msg = f"Error escalating complaint: {str(e)}"
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logger.error(error_msg, exc_info=True)
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return {'status': 'error', 'reason': error_msg}
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@shared_task
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def send_complaint_notification(complaint_id, event_type):
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"""
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Send notification for complaint events.
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Args:
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complaint_id: UUID of the Complaint
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event_type: Type of event (created, assigned, overdue, escalated, resolved, closed)
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Returns:
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dict: Result with notification status
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"""
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from apps.complaints.models import Complaint
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from apps.notifications.services import NotificationService
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try:
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complaint = Complaint.objects.select_related(
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'hospital', 'patient', 'assigned_to', 'department'
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).get(id=complaint_id)
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# Determine recipients based on event type
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recipients = []
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if event_type == 'created':
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# Notify assigned user or department manager
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if complaint.assigned_to:
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recipients.append(complaint.assigned_to)
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elif complaint.department and complaint.department.manager:
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recipients.append(complaint.department.manager)
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elif event_type == 'assigned':
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# Notify the assignee
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if complaint.assigned_to:
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recipients.append(complaint.assigned_to)
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elif event_type in ['overdue', 'escalated']:
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# Notify assignee and their manager
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if complaint.assigned_to:
|
|
recipients.append(complaint.assigned_to)
|
|
if complaint.department and complaint.department.manager:
|
|
recipients.append(complaint.department.manager)
|
|
|
|
elif event_type == 'resolved':
|
|
# Notify patient
|
|
recipients.append(complaint.patient)
|
|
|
|
elif event_type == 'closed':
|
|
# Notify patient
|
|
recipients.append(complaint.patient)
|
|
|
|
# Send notifications
|
|
notification_count = 0
|
|
for recipient in recipients:
|
|
try:
|
|
# Check if NotificationService has send_notification method
|
|
if hasattr(NotificationService, 'send_notification'):
|
|
NotificationService.send_notification(
|
|
recipient=recipient,
|
|
title=f"Complaint {event_type.title()}: {complaint.title[:50]}",
|
|
message=f"Complaint #{str(complaint.id)[:8]} has been {event_type}.",
|
|
notification_type='complaint',
|
|
related_object=complaint
|
|
)
|
|
notification_count += 1
|
|
else:
|
|
logger.warning(f"NotificationService.send_notification method not available")
|
|
except Exception as e:
|
|
logger.error(f"Failed to send notification to {recipient}: {str(e)}")
|
|
|
|
logger.info(f"Sent {notification_count} notifications for complaint {complaint_id} event: {event_type}")
|
|
|
|
return {
|
|
'status': 'sent',
|
|
'notification_count': notification_count,
|
|
'event_type': event_type
|
|
}
|
|
|
|
except Complaint.DoesNotExist:
|
|
error_msg = f"Complaint {complaint_id} not found"
|
|
logger.error(error_msg)
|
|
return {'status': 'error', 'reason': error_msg}
|
|
except Exception as e:
|
|
error_msg = f"Error sending complaint notification: {str(e)}"
|
|
logger.error(error_msg, exc_info=True)
|
|
return {'status': 'error', 'reason': error_msg}
|