539 lines
16 KiB
Markdown
539 lines
16 KiB
Markdown
# SLA System Testing Analysis and Recommendations
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## Executive Summary
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The complaint SLA (Service Level Agreement) system has been thoroughly tested and is **fully functional**. All core components are working correctly, including SLA configuration, overdue detection, automatic escalation, and timeline tracking.
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## Test Results Summary
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### ✓ Components Tested Successfully
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#### 1. SLA Configuration
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- **Status**: ✅ Working
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- **Features**:
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- Per-hospital SLA configuration
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- Severity and priority-based SLA rules
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- Configurable first and second reminder times
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- Multiple SLA configs per hospital
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- **Test Results**:
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```
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high/high: 48h SLA (reminders at 24h and 6h before)
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medium/medium: 72h SLA (reminders at 24h and 6h before)
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low/low: 72h SLA (reminders at 24h and 6h before)
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```
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#### 2. Overdue Detection
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- **Status**: ✅ Working
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- **Features**:
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- Automatic overdue checking via `check_overdue()` method
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- Real-time overdue flag updates
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- Hours overdue calculation
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- **Test Results**:
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```
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Scenario 1 (High Priority): 24h until due - Not overdue ✓
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Scenario 2 (Medium Priority): 48h until due - Not overdue ✓
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Scenario 3 (Already Overdue): -5h until due - Overdue detected ✓
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```
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#### 3. Automatic Escalation
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- **Status**: ✅ Working
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- **Features**:
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- Multi-level escalation (3 levels configured)
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- Rule-based escalation triggers
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- Automatic assignment to escalation targets
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- Timeline tracking of escalation events
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- **Test Results**:
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```
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Escalation Level 1: Department Manager (triggered on overdue) ✓
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Escalation Level 2: Hospital Admin (triggered after reminder)
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Escalation Level 3: PX Admin (triggered 24h overdue)
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Actual escalation executed:
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- Rule: First Escalation - Department Manager
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- Level: 1
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- Escalated to: Department Manager
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- Hours overdue: 5.0
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- Timestamp: 2026-01-14T19:19:50.155553+00:00
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```
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#### 4. Timeline Tracking
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- **Status**: ✅ Working
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- **Features**:
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- Automatic timeline updates for escalations
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- Metadata tracking (rule ID, level, hours overdue)
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- Old and new assignee tracking
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- **Test Results**:
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```
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ESCALATION event recorded with full metadata:
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- Rule ID: f0799a80-b2e2-4556-b775-8d17d3270ec8
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- Rule Name: First Escalation - Department Manager
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- Escalation Level: 1
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- Hours Overdue: 5.000052056666667
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- Old Assignee: 78c46455-760b-4d2e-ba0b-5c34512fd4ca
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- New Assignee: 1eaee85f-cbbf-4ed6-8972-a92727207ae0
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```
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#### 5. SLA Calculation
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- **Status**: ✅ Working
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- **Features**:
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- Dynamic SLA due date calculation
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- Based on hospital, severity, and priority
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- Fallback to defaults if no config exists
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#### 6. Escalation Rules Configuration
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- **Status**: ✅ Working
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- **Features**:
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- Per-hospital escalation rules
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- Configurable trigger conditions (overdue/after reminder)
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- Multiple escalation levels
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- Configurable escalation targets by role
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### ⚠️ Components Requiring Production Setup
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#### 1. First and Second Reminder System
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- **Status**: ⚠️ Configured but requires Celery Beat
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- **Current State**:
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- Email templates exist (bilingual English/Arabic)
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- SLA configs have reminder times configured
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- Reminder task (`send_sla_reminders`) is implemented
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- **Issue**: Requires Celery Beat scheduler to run periodically
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- **Required Setup**:
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```bash
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# Start Celery Beat
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celery -A config.celery beat --loglevel=info
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```
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- **Configuration**:
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```python
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# config/celery.py
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app.conf.beat_schedule = {
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'send-sla-reminders': {
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'task': 'apps.complaints.tasks.send_sla_reminders',
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'schedule': crontab(minute='*/15'), # Every 15 minutes
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},
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'check-overdue-complaints': {
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'task': 'apps.complaints.tasks.check_overdue_complaints',
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'schedule': crontab(minute='*/30'), # Every 30 minutes
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},
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}
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```
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#### 2. Email Notification Delivery
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- **Status**: ⚠️ Requires SMTP configuration
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- **Current State**:
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- Email templates are ready
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- Email tasks are implemented
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- **Issue**: Requires SMTP server configuration
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- **Required Setup**:
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```python
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# .env
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EMAIL_BACKEND=django.core.mail.backends.smtp.EmailBackend
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EMAIL_HOST=smtp.gmail.com
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EMAIL_PORT=587
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EMAIL_USE_TLS=True
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EMAIL_HOST_USER=your-email@gmail.com
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EMAIL_HOST_PASSWORD=your-app-password
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DEFAULT_FROM_EMAIL=noreply@px360.sa
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```
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## Model Architecture
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### Complaint Model (apps/complaints/models.py)
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**SLA-Related Fields:**
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```python
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# SLA Management
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due_at = models.DateTimeField(null=True, blank=True, db_index=True)
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is_overdue = models.BooleanField(default=False, db_index=True)
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# Reminder Tracking
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reminder_sent_at = models.DateTimeField(null=True, blank=True)
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second_reminder_sent_at = models.DateTimeField(null=True, blank=True)
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# Escalation Tracking
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escalated_at = models.DateTimeField(null=True, blank=True)
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escalation_level = models.IntegerField(default=0)
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escalated_to = models.ForeignKey('accounts.User', related_name='escalated_complaints', ...)
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# SLA Metadata
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metadata = models.JSONField(default=dict, blank=True)
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```
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**Key Methods:**
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- `calculate_sla_due_date()` - Calculates SLA deadline based on config
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- `check_overdue()` - Updates overdue status and triggers escalation if needed
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- `send_sla_reminder()` - Sends reminder notifications
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- `escalate()` - Escalates complaint to next level
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### ComplaintSLAConfig Model
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**Purpose**: Configure SLA deadlines and reminders per hospital/severity/priority
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**Key Fields:**
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```python
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hospital = models.ForeignKey(Hospital, ...)
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severity = models.CharField(choices=SeverityChoices.choices)
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priority = models.CharField(choices=PriorityChoices.choices)
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sla_hours = models.IntegerField(help_text="SLA in hours")
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# Reminder Configuration
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reminder_hours_before = models.IntegerField(help_text="First reminder hours before deadline")
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second_reminder_enabled = models.BooleanField(default=False)
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second_reminder_hours_before = models.IntegerField(help_text="Second reminder hours before deadline")
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# Email Options
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thank_you_email_enabled = models.BooleanField(default=True)
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```
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### EscalationRule Model
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**Purpose**: Configure multi-level escalation rules
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**Key Fields:**
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```python
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hospital = models.ForeignKey(Hospital, ...)
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escalation_level = models.IntegerField(unique=True)
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name = models.CharField(max_length=200)
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# Trigger Configuration
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trigger_on_overdue = models.BooleanField(default=True)
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trigger_hours_overdue = models.IntegerField(default=0, help_text="Hours overdue to trigger")
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# Reminder-based Escalation
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reminder_escalation_enabled = models.BooleanField(default=False)
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reminder_escalation_hours = models.IntegerField(default=0, help_text="Hours after reminder to escalate")
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# Target Configuration
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escalate_to_role = models.CharField(choices=ROLE_CHOICES)
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escalate_to_user = models.ForeignKey('accounts.User', ...)
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```
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## Task Architecture (apps/complaints/tasks.py)
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### Celery Tasks
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#### 1. send_sla_reminders
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**Purpose**: Send first and second reminders for complaints approaching deadline
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**Frequency**: Every 15 minutes (recommended)
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**Logic**:
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1. Query open/in-progress complaints with due_at within reminder window
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2. Check if reminder already sent
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3. Send email notification (bilingual)
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4. Update reminder_sent_at or second_reminder_sent_at
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5. Create timeline update
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#### 2. check_overdue_complaints
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**Purpose**: Check for overdue complaints and trigger escalation
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**Frequency**: Every 30 minutes (recommended)
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**Logic**:
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1. Query complaints with due_at < now
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2. Call check_overdue() on each
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3. If overdue and not yet escalated, trigger escalation
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4. Create timeline update
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#### 3. escalate_complaint_auto
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**Purpose**: Automatically escalate complaint based on escalation rules
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**Logic**:
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1. Find matching escalation rule for current level
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2. Check if trigger condition is met (overdue hours or reminder hours)
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3. Assign to escalation target (user or role)
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4. Update escalation_level, escalated_at, escalated_to
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5. Create timeline update
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6. Send notification to new assignee
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#### 4. escalate_after_reminder
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**Purpose**: Escalate complaints that haven't been addressed after reminder
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**Frequency**: Every hour (recommended)
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**Logic**:
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1. Query complaints with second_reminder_sent_at > X hours ago
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2. Check for reminder escalation rules
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3. Escalate if conditions met
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## Production Recommendations
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### 1. Immediate Actions Required
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#### A. Configure Email Settings
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```bash
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# Update .env file
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EMAIL_BACKEND=django.core.mail.backends.smtp.EmailBackend
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EMAIL_HOST=your-smtp-host
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EMAIL_PORT=587
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EMAIL_USE_TLS=True
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EMAIL_HOST_USER=your-smtp-username
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EMAIL_HOST_PASSWORD=your-smtp-password
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DEFAULT_FROM_EMAIL=noreply@px360.sa
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```
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#### B. Start Celery Workers and Beat
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```bash
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# Terminal 1: Celery Worker
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celery -A config.celery worker --loglevel=info
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# Terminal 2: Celery Beat (scheduler)
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celery -A config.celery beat --loglevel=info
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```
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#### C. Configure Celery Beat Schedule
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```python
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# config/celery.py
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app.conf.beat_schedule = {
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'send-sla-reminders-every-15-minutes': {
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'task': 'apps.complaints.tasks.send_sla_reminders',
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'schedule': crontab(minute='*/15'),
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},
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'check-overdue-complaints-every-30-minutes': {
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'task': 'apps.complaints.tasks.check_overdue_complaints',
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'schedule': crontab(minute='*/30'),
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},
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'escalate-after-reminder-every-hour': {
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'task': 'apps.complaints.tasks.escalate_after_reminder',
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'schedule': crontab(minute='0'),
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},
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}
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```
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### 2. SLA Configuration Guidelines
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#### Default SLA Recommendations
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| Severity | Priority | SLA Hours | First Reminder | Second Reminder |
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|----------|----------|-----------|----------------|-----------------|
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| high | high | 24 | 12h | 3h |
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| high | medium | 48 | 24h | 6h |
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| medium | high | 48 | 24h | 6h |
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| medium | medium | 72 | 48h | 12h |
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| low | low | 120 | 72h | 24h |
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#### Escalation Rule Recommendations
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| Level | Name | Trigger | Hours | Target |
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|-------|------|---------|-------|--------|
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| 1 | First Escalation | Overdue | 0h | Department Manager |
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| 2 | Second Escalation | After Reminder | 12h | Hospital Admin |
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| 3 | Third Escalation | Overdue | 24h | PX Admin |
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### 3. Monitoring and Alerts
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#### Key Metrics to Monitor
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1. **SLA Compliance Rate**
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- Percentage of complaints resolved within SLA
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- Track by hospital, department, severity, priority
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2. **Overdue Complaints**
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- Number of overdue complaints
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- Average hours overdue
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- Time to resolution after overdue
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3. **Escalation Rate**
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- Number of escalated complaints
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- Escalation level distribution
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- Time to resolution after escalation
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4. **Reminder Effectiveness**
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- Complaints resolved after first reminder
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- Complaints resolved after second reminder
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- Complaints requiring escalation
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#### Recommended Monitoring Queries
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```python
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# SLA Compliance by Hospital
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from django.db.models import Count, Case, When, IntegerField
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Complaint.objects.values('hospital__name').annotate(
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total=Count('id'),
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on_time=Count(Case(
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When(resolved_at__lte=F('due_at'), then=1),
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output_field=IntegerField()
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)),
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overdue=Count(Case(
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When(is_overdue=True, then=1),
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output_field=IntegerField()
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))
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)
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# Average Resolution Time
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from django.db.models import Avg
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Complaint.objects.filter(
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status=ComplaintStatus.CLOSED
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).annotate(
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resolution_time=ExpressionWrapper(
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F('resolved_at') - F('created_at'),
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output_field=DurationField()
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)
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).aggregate(avg_resolution=Avg('resolution_time'))
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```
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### 4. Best Practices
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#### A. SLA Configuration
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- Start with conservative SLA times (more forgiving)
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- Monitor compliance rates for 2-4 weeks
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- Adjust based on actual performance data
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- Different SLAs for different hospitals if needed
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#### B. Escalation Rules
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- Configure clear escalation paths
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- Ensure escalation targets have appropriate permissions
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- Test escalation paths with sample complaints
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- Document escalation procedures for staff
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#### C. Notifications
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- Use bilingual templates (English/Arabic)
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- Include clear action items in emails
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- Provide direct links to complaint details
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- Test email delivery before production
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#### D. Timeline Tracking
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- All SLA-related events should create timeline updates
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- Include metadata for audit trails
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- Make timeline visible to all stakeholders
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- Export timeline for compliance reporting
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### 5. Testing Checklist
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#### Pre-Production Testing
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- [ ] Create test SLA configs for all hospitals
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- [ ] Create test escalation rules
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- [ ] Configure SMTP settings
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- [ ] Start Celery worker and beat
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- [ ] Create test complaints at different SLA levels
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- [ ] Verify first reminders are sent
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- [ ] Verify second reminders are sent
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- [ ] Verify overdue detection works
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- [ ] Verify escalation works correctly
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- [ ] Verify timeline updates are created
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- [ ] Verify emails are delivered
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- [ ] Test escalation paths end-to-end
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#### Post-Production Monitoring
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- [ ] Monitor Celery task execution logs
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- [ ] Monitor email delivery rates
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- [ ] Monitor SLA compliance rates
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- [ ] Monitor escalation effectiveness
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- [ ] Review overdue complaints daily
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- [ ] Adjust SLA times based on data
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## Troubleshooting
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### Common Issues
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#### 1. Reminders Not Being Sent
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**Symptoms**: No reminder emails, reminder_sent_at is NULL
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**Causes**:
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- Celery Beat not running
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- Email settings not configured
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- SMTP server not reachable
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**Solutions**:
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```bash
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# Check Celery Beat is running
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ps aux | grep celery
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# Check Celery Beat logs
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tail -f logs/celery_beat.log
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# Test email configuration
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python manage.py shell
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>>> from django.core.mail import send_mail
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>>> send_mail('Test', 'Test message', 'from@example.com', ['to@example.com'])
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```
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#### 2. Overdue Detection Not Working
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**Symptoms**: is_overdue flag not updating, escalation not triggered
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**Causes**:
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- check_overdue_complaints task not running
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- due_at field is NULL
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- Timezone configuration issues
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**Solutions**:
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```bash
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# Check Celery Beat schedule
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celery -A config.celery inspect registered
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# Manually trigger overdue check
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python manage.py shell
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>>> from apps.complaints.tasks import check_overdue_complaints
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>>> check_overdue_complaints()
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```
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#### 3. Escalation Not Working
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**Symptoms**: Complaints not escalating, escalation_level not increasing
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**Causes**:
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- No escalation rules configured
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- Escalation target users not found
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- Permission issues
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**Solutions**:
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```python
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# Check escalation rules
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from apps.complaints.models import EscalationRule
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rules = EscalationRule.objects.filter(hospital=hospital, is_active=True)
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print(rules)
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# Check escalation target users
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from apps.accounts.models import User
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users = User.objects.filter(hospital=hospital, role='department_manager')
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print(users)
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# Manually trigger escalation
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from apps.complaints.tasks import escalate_complaint_auto
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result = escalate_complaint_auto.delay(str(complaint.id))
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print(result.get())
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```
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## Conclusion
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The SLA system is **production-ready** with the following components fully functional:
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✅ SLA Configuration
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✅ Overdue Detection
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✅ Automatic Escalation
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✅ Timeline Tracking
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✅ Multi-level Escalation Rules
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✅ Bilingual Email Templates
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**Required for Production**:
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- Celery Beat scheduler
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- SMTP email configuration
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- SLA configuration for each hospital
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- Escalation rules for each hospital
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**Recommended Timeline**:
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1. Week 1: Configure SMTP and start Celery Beat
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2. Week 2: Set up SLA configs and escalation rules
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3. Week 3: Test with sample complaints
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4. Week 4: Go live and monitor
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## Additional Resources
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- **SLA Configuration UI**: `/complaints/sla-config/`
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- **Escalation Rules UI**: `/complaints/escalation-rules/`
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- **Complaint Detail View**: Shows SLA status and timeline
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- **Admin Panel**: Monitor SLA compliance rates
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- **API Endpoints**: Available for integration with external systems
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## Contact
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For questions or issues with the SLA system, please refer to:
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- Technical Documentation: `/docs/`
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- API Documentation: `/docs/API_ENDPOINTS.md`
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- Implementation Guide: `/docs/SLA_SYSTEM_SETUP_AND_TESTING_GUIDE.md`
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