HH/SLA_MANAGEMENT_FEATURE.md

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:

# 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