fix: freeze SLA misses after resolution (#15024)
## Description Resolved conversations now preserve historical SLA misses without allowing their displayed duration to keep growing. Applied SLAs record a stable completion timestamp that is shared through REST and realtime payloads, and the dashboard freezes FRT, NRT, and RT misses at that point. Legacy completed SLAs without a reliable timestamp remain visible as a static missed state. Terminal SLAs remain frozen when a conversation is reopened; a reopen before finalization continues the same SLA without resetting its deadlines. ### Closes [CW-7597](https://linear.app/chatwoot/issue/CW-7597/freeze-sla-miss-durations-after-conversation-resolution) ## Type of change - [x] Bug fix (non-breaking change which fixes an issue) ## How to reproduce 1. Apply an SLA with a resolution-time threshold to a conversation. 2. Let the threshold breach, then resolve the conversation. 3. Observe that the recorded miss duration continues increasing every minute even though the conversation is resolved. ## What changed - Added nullable `applied_slas.completed_at` and exposed it as `sla_completed_at` in conversation, report, and websocket payloads. - Captured completion before broadcasting resolution and preserved it for terminal applied SLAs. - Frozen recorded FRT, NRT, and RT durations in classic and next-generation conversation labels, including a static fallback for legacy rows. - Added a dry-run-first, resumable Rails runner for account-scoped or explicitly global historical repair without enqueuing jobs or touching `updated_at`. Account-scoped production rollout starts with: ```sh ACCOUNT_ID=168154 bundle exec rails runner script/backfill_applied_sla_completed_at.rb ACCOUNT_ID=168154 APPLY=true bundle exec rails runner script/backfill_applied_sla_completed_at.rb ``` ## How Has This Been Tested? - Verified resolution stamping, nonterminal reopen clearing, and terminal reopen preservation. - Verified dry-run, apply, account/global scope, resume, skip, idempotency, and timestamp-preserving backfill behavior. - Verified all three miss types freeze and existing conversation-card behavior remains intact. - 71 focused RSpec examples and 37 focused Vitest examples pass. - RuboCop, ESLint, and diff checks pass. ## Checklist: - [x] My code follows the style guidelines of this project - [x] I have performed a self-review of my code - [ ] I have commented on my code, particularly in hard-to-understand areas - [ ] I have made corresponding changes to the documentation - [x] My changes generate no new warnings - [x] I have added tests that prove my fix is effective or that my feature works - [x] New and existing unit tests pass locally with my changes - [ ] Any dependent changes have been merged and published in downstream modules --------- Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>
This commit is contained in:
Sony Mathew
@@ -4,6 +4,7 @@
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#
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# id :bigint not null, primary key
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# sla_status :integer default("active")
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# completed_at :datetime
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# created_at :datetime not null
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# updated_at :datetime not null
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# account_id :bigint not null
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@@ -53,6 +54,7 @@ class AppliedSla < ApplicationRecord
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sla_status: sla_status,
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created_at: created_at.to_i,
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updated_at: updated_at.to_i,
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sla_completed_at: completed_at&.to_i,
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sla_description: sla_policy.description,
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sla_name: sla_policy.name,
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sla_first_response_time_threshold: sla_policy.first_response_time_threshold,
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@@ -33,6 +33,23 @@ module Enterprise::Conversation
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private
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def handle_resolved_status_change
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super
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update_applied_sla_completion
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end
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def update_applied_sla_completion
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return unless saved_change_to_status?
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current_applied_sla = applied_sla
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return if current_applied_sla.blank?
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terminal_sla = current_applied_sla.sla_status.in?(%w[hit missed])
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return if terminal_sla && (!resolved? || current_applied_sla.completed_at.present?)
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current_applied_sla.update!(completed_at: resolved? ? Time.current : nil)
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end
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def dispatch_captain_inference_event(event_name)
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dispatcher_dispatch(event_name)
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end
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@@ -0,0 +1,106 @@
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class Sla::BackfillAppliedSlaCompletedAtService
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DEFAULT_BATCH_SIZE = 500
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def initialize(**options)
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options.assert_valid_keys(:account_id, :all_accounts, :apply, :batch_size, :after_id, :output)
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@account_id = options[:account_id]
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@all_accounts = options.fetch(:all_accounts, false)
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@apply = options.fetch(:apply, false)
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@batch_size = options.fetch(:batch_size, DEFAULT_BATCH_SIZE)
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@after_id = options.fetch(:after_id, 0)
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@output = options.fetch(:output, $stdout)
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end
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def perform
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validate_options!
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scope = candidate_scope
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eligible_count = scope.count
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counters = { processed: 0, matched: 0, updated: 0, skipped: 0, last_id: @after_id }
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print_preflight(eligible_count)
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scope.find_in_batches(batch_size: @batch_size, start: @after_id + 1) { |batch| process_batch(batch, counters) }
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result = counters.merge(eligible: eligible_count, dry_run: !@apply)
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@output.puts "Completed: #{result.inspect}"
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result
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end
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private
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def process_batch(batch, counters)
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resolution_times = resolution_times_for(batch)
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updated_count = @apply ? bulk_update(resolution_times) : 0
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counters[:processed] += batch.size
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counters[:matched] += resolution_times.size
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counters[:updated] += updated_count
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counters[:skipped] += batch.size - resolution_times.size
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counters[:last_id] = batch.last.id
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@output.puts "Processed through applied_sla_id=#{counters[:last_id]} " \
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"(matched=#{counters[:matched]}, updated=#{counters[:updated]}, skipped=#{counters[:skipped]})"
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end
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def validate_options!
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account_scope = @account_id.present?
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raise ArgumentError, 'Provide exactly one of ACCOUNT_ID or ALL_ACCOUNTS=true' if account_scope == @all_accounts
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raise ArgumentError, 'BATCH_SIZE must be greater than zero' unless @batch_size.positive?
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raise ArgumentError, 'AFTER_ID must be zero or greater' if @after_id.negative?
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Account.find(@account_id) if account_scope
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end
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def candidate_scope
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scope = AppliedSla.where(sla_status: :missed, completed_at: nil).where('applied_slas.id > ?', @after_id)
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scope = scope.where(account_id: @account_id) if @account_id.present?
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scope
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end
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def resolution_times_for(batch)
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events_by_conversation = ReportingEvent
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.where(
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account_id: batch.map(&:account_id).uniq,
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conversation_id: batch.map(&:conversation_id),
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name: 'conversation_resolved'
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)
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.where.not(event_end_time: nil)
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.order(:conversation_id, event_end_time: :desc)
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.group_by(&:conversation_id)
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batch.each_with_object({}) do |applied_sla, resolution_times|
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event = events_by_conversation.fetch(applied_sla.conversation_id, []).find do |reporting_event|
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reporting_event.event_end_time.between?(applied_sla.created_at, applied_sla.updated_at)
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end
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resolution_times[applied_sla.id] = event.event_end_time if event
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end
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end
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def bulk_update(resolution_times)
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return 0 if resolution_times.empty?
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connection = AppliedSla.connection
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values = resolution_times.map do |id, completed_at|
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"(#{connection.quote(id)}, #{connection.quote(completed_at)}::timestamp)"
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end.join(', ')
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statement = <<~SQL.squish
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UPDATE #{connection.quote_table_name(AppliedSla.table_name)} AS applied_slas
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SET completed_at = backfill.completed_at
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FROM (VALUES #{values}) AS backfill(id, completed_at)
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WHERE applied_slas.id = backfill.id
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AND applied_slas.completed_at IS NULL
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SQL
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connection.exec_update(statement, 'Backfill applied SLA completed_at')
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end
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def print_preflight(eligible_count)
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scope = @account_id.present? ? "account_id=#{@account_id}" : 'all accounts'
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mode = @apply ? 'APPLY' : 'DRY RUN'
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@output.puts "Applied SLA completed_at backfill: mode=#{mode}, scope=#{scope}, batch_size=#{@batch_size}, after_id=#{@after_id}"
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@output.puts "Eligible missed applied SLAs: #{eligible_count}"
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end
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end
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@@ -3,6 +3,7 @@ json.sla_id resource.sla_policy_id
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json.sla_status resource.sla_status
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json.created_at resource.created_at.to_i
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json.updated_at resource.updated_at.to_i
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json.sla_completed_at resource.completed_at&.to_i
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json.sla_description resource.sla_policy.description
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json.sla_name resource.sla_policy.name
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json.sla_first_response_time_threshold resource.sla_policy.first_response_time_threshold
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