From 5db76afea3445268738cac8364827df81b85bc2f Mon Sep 17 00:00:00 2001
From: Shishir Suman <shishir.suman@tarento.com>
Date: Thu, 5 Oct 2023 14:09:02 +0530
Subject: [PATCH] fixes to creating scheduler to escalate tickets
---
.../org/upsmf/grievance/model/Ticket.java | 3 +
.../org/upsmf/grievance/model/es/Ticket.java | 3 +
.../scheduler/NightlyJobScheduler.java | 8 ++
.../grievance/service/SearchService.java | 4 +
.../grievance/service/TicketService.java | 5 ++
.../service/impl/SearchServiceImpl.java | 81 +++++++++++++++++--
.../service/impl/TicketServiceImpl.java | 24 +++++-
src/main/resources/application.properties | 2 +-
8 files changed, 120 insertions(+), 10 deletions(-)
diff --git a/src/main/java/org/upsmf/grievance/model/Ticket.java b/src/main/java/org/upsmf/grievance/model/Ticket.java
index 6c70f6d..bae76f0 100644
--- a/src/main/java/org/upsmf/grievance/model/Ticket.java
+++ b/src/main/java/org/upsmf/grievance/model/Ticket.java
@@ -61,6 +61,9 @@ public class Ticket {
@Column(name = "is_escalated")
private boolean escalated;
+ @Column(name = "is_escalated_to_admin")
+ private boolean escalatedToAdmin;
+
@Column(name = "escalated_date")
private Timestamp escalatedDate;
diff --git a/src/main/java/org/upsmf/grievance/model/es/Ticket.java b/src/main/java/org/upsmf/grievance/model/es/Ticket.java
index 0f0fd70..e35fad0 100644
--- a/src/main/java/org/upsmf/grievance/model/es/Ticket.java
+++ b/src/main/java/org/upsmf/grievance/model/es/Ticket.java
@@ -93,4 +93,7 @@ public class Ticket {
@Field(name = "rating")
private Long rating = 0L;
+ @Field(name ="is_escalated_to_admin")
+ private Boolean escalatedToAdmin;
+
}
diff --git a/src/main/java/org/upsmf/grievance/scheduler/NightlyJobScheduler.java b/src/main/java/org/upsmf/grievance/scheduler/NightlyJobScheduler.java
index e4a30d6..4625081 100644
--- a/src/main/java/org/upsmf/grievance/scheduler/NightlyJobScheduler.java
+++ b/src/main/java/org/upsmf/grievance/scheduler/NightlyJobScheduler.java
@@ -57,4 +57,12 @@ public class NightlyJobScheduler {
emailService.sendSimpleMail(emailDetails);
}
}
+
+ @Scheduled(cron = "0 0 4 * * ?")
+ public void escalateTickets(){
+ log.info("Starting the escalation job");
+ long lastUpdateTimeBeforeEscalation = LocalDateTime.now().minusDays(1).atZone(ZoneId.systemDefault()).toInstant().toEpochMilli();
+ long response = searchService.escalateTickets(lastUpdateTimeBeforeEscalation);
+ log.info("No of tickets escalated "+response);
+ }
}
diff --git a/src/main/java/org/upsmf/grievance/service/SearchService.java b/src/main/java/org/upsmf/grievance/service/SearchService.java
index ced2aa8..14b1ede 100644
--- a/src/main/java/org/upsmf/grievance/service/SearchService.java
+++ b/src/main/java/org/upsmf/grievance/service/SearchService.java
@@ -7,6 +7,10 @@ import java.util.Map;
public interface SearchService {
TicketResponse search(SearchRequest searchRequest);
+
Map<String, Object> searchTickets(SearchRequest searchRequest);
+
Map<String, Object> dashboardReport(SearchRequest searchRequest);
+
+ long escalateTickets(Long epochTime);
}
\ No newline at end of file
diff --git a/src/main/java/org/upsmf/grievance/service/TicketService.java b/src/main/java/org/upsmf/grievance/service/TicketService.java
index b0b6d27..4c96c71 100644
--- a/src/main/java/org/upsmf/grievance/service/TicketService.java
+++ b/src/main/java/org/upsmf/grievance/service/TicketService.java
@@ -4,6 +4,8 @@ import org.upsmf.grievance.model.Ticket;
import org.upsmf.grievance.dto.TicketRequest;
import org.upsmf.grievance.dto.UpdateTicketRequest;
+import javax.transaction.Transactional;
+
public interface TicketService {
Ticket save(Ticket ticket);
@@ -13,4 +15,7 @@ public interface TicketService {
Ticket update(UpdateTicketRequest updateTicketRequest) throws Exception;
Ticket getTicketById(long id);
+
+ @Transactional
+ void updateTicket(Long ticketId);
}
diff --git a/src/main/java/org/upsmf/grievance/service/impl/SearchServiceImpl.java b/src/main/java/org/upsmf/grievance/service/impl/SearchServiceImpl.java
index b1af877..1b2043a 100644
--- a/src/main/java/org/upsmf/grievance/service/impl/SearchServiceImpl.java
+++ b/src/main/java/org/upsmf/grievance/service/impl/SearchServiceImpl.java
@@ -1,6 +1,7 @@
package org.upsmf.grievance.service.impl;
import lombok.extern.slf4j.Slf4j;
+import org.apache.lucene.search.TotalHits;
import org.elasticsearch.action.search.SearchResponse;
import org.elasticsearch.action.search.SearchType;
import org.elasticsearch.client.RequestOptions;
@@ -11,10 +12,12 @@ import org.elasticsearch.search.builder.SearchSourceBuilder;
import org.elasticsearch.search.sort.SortOrder;
import org.springframework.beans.factory.annotation.Autowired;
import org.springframework.beans.factory.annotation.Value;
+import org.springframework.core.task.TaskExecutor;
import org.springframework.data.domain.Page;
import org.springframework.data.domain.PageRequest;
import org.springframework.data.domain.Pageable;
import org.springframework.data.domain.Sort;
+import org.springframework.scheduling.concurrent.ConcurrentTaskScheduler;
import org.springframework.stereotype.Service;
import org.upsmf.grievance.config.EsConfig;
import org.upsmf.grievance.constants.Constants;
@@ -26,6 +29,7 @@ import org.upsmf.grievance.model.es.Ticket;
import org.upsmf.grievance.model.reponse.TicketResponse;
import org.upsmf.grievance.repository.es.TicketRepository;
import org.upsmf.grievance.service.SearchService;
+import org.upsmf.grievance.service.TicketService;
import java.io.IOException;
import java.time.Instant;
@@ -45,6 +49,9 @@ public class SearchServiceImpl implements SearchService {
@Value("${pending.15.days}")
private long PENDING_15_DAYS;
+ @Value("${ticket.escalation.days}")
+ private long ticketEscalationDays;
+
@Value("${affiliation}")
private String AFFILIATION;
@@ -79,6 +86,9 @@ public class SearchServiceImpl implements SearchService {
@Autowired
private EsConfig esConfig;
+ @Autowired
+ private TicketService ticketService;
+
@Override
public TicketResponse search(SearchRequest searchRequest) {
//Calculate
@@ -154,6 +164,56 @@ public class SearchServiceImpl implements SearchService {
return finalResponse;
}
+ @Override
+ public long escalateTickets(Long lastUpdatedEpoch) {
+ BoolQueryBuilder finalQuery = createTicketEscalationQuery(lastUpdatedEpoch);
+ SearchSourceBuilder searchSourceBuilder = new SearchSourceBuilder()
+ .query(finalQuery);
+
+ SearchResponse searchResponse = getSearchResponseFromES(searchSourceBuilder);
+ if(searchResponse != null) {
+ TotalHits totalHits = searchResponse.getHits().getTotalHits();
+ if(totalHits != null && totalHits.value > 0) {
+ searchSourceBuilder = new SearchSourceBuilder()
+ .query(finalQuery).size(Integer.parseInt(String.valueOf(totalHits.value)));
+ searchResponse = getSearchResponseFromES(searchSourceBuilder);
+ if(searchResponse != null && searchResponse.getHits()!= null
+ && searchResponse.getHits().getTotalHits() != null
+ && searchResponse.getHits().getTotalHits().value > 0) {
+ escalatePendingTickets(searchResponse);
+ }
+ }
+ }
+ return searchResponse.getHits().getTotalHits().value;
+ }
+
+ private void escalatePendingTickets(SearchResponse searchResponse) {
+ Iterator<SearchHit> hits = searchResponse.getHits().iterator();
+ TaskExecutor taskExecutor = new ConcurrentTaskScheduler();
+ while(hits.hasNext()) {
+ Map<String, Object> searchHit = hits.next().getSourceAsMap();
+ taskExecutor.execute(new Runnable() {
+ @Override
+ public void run() {
+ ticketService.updateTicket(Long.parseLong(searchHit.get("ticket_id").toString()));
+ }
+ });
+ }
+ }
+
+ private SearchResponse getSearchResponseFromES(SearchSourceBuilder searchSourceBuilder) {
+ SearchResponse searchResponse;
+ org.elasticsearch.action.search.SearchRequest search = new org.elasticsearch.action.search.SearchRequest("ticket");
+ search.searchType(SearchType.QUERY_THEN_FETCH);
+ search.source(searchSourceBuilder);
+ try {
+ searchResponse = esConfig.elasticsearchClient().search(search, RequestOptions.DEFAULT);
+ } catch (IOException e) {
+ throw new RuntimeException(e);
+ }
+ return searchResponse;
+ }
+
private void getfinalResponse(SearchRequest searchRequest, String cc) {
SearchResponse searchJunkResponse = getDashboardSearchResponse(searchRequest, "isJunk", cc, null);
SearchResponse searchOpenStatusResponse = getDashboardSearchResponse(searchRequest, "openStatus", cc, null);
@@ -259,14 +319,7 @@ public class SearchServiceImpl implements SearchService {
SearchSourceBuilder searchSourceBuilder = new SearchSourceBuilder()
.query(finalQuery);
- org.elasticsearch.action.search.SearchRequest search = new org.elasticsearch.action.search.SearchRequest("ticket");
- search.searchType(SearchType.QUERY_THEN_FETCH);
- search.source(searchSourceBuilder);
- try {
- searchResponse = esConfig.elasticsearchClient().search(search, RequestOptions.DEFAULT);
- } catch (IOException e) {
- throw new RuntimeException(e);
- }
+ searchResponse = getSearchResponseFromES(searchSourceBuilder);
return searchResponse;
}
@@ -537,6 +590,18 @@ public class SearchServiceImpl implements SearchService {
return finalQuery;
}
+ private BoolQueryBuilder createTicketEscalationQuery(Long lastUpdatedEpoch) {
+ BoolQueryBuilder finalQuery = QueryBuilders.boolQuery();
+ // search query
+ RangeQueryBuilder createdDateKeywordMatchQuery = QueryBuilders.rangeQuery("updated_date_ts").lte(lastUpdatedEpoch);
+ MatchQueryBuilder escalatedMatchQuery = QueryBuilders.matchQuery("is_escalated", false);
+ MatchQueryBuilder statusMatchQuery = QueryBuilders.matchQuery("status", "OPEN");
+ BoolQueryBuilder keywordSearchQuery = QueryBuilders.boolQuery();
+ keywordSearchQuery.must(createdDateKeywordMatchQuery).must(escalatedMatchQuery).must(statusMatchQuery);
+ finalQuery.must(keywordSearchQuery);
+ return finalQuery;
+ }
+
private BoolQueryBuilder getPriority(String priority, BoolQueryBuilder finalQuery) {
if (priority !=null && !priority.isBlank()) {
MatchQueryBuilder priorityMatchQuery = QueryBuilders.matchQuery("priority", priority);
diff --git a/src/main/java/org/upsmf/grievance/service/impl/TicketServiceImpl.java b/src/main/java/org/upsmf/grievance/service/impl/TicketServiceImpl.java
index 5d7d301..7160a96 100644
--- a/src/main/java/org/upsmf/grievance/service/impl/TicketServiceImpl.java
+++ b/src/main/java/org/upsmf/grievance/service/impl/TicketServiceImpl.java
@@ -2,6 +2,7 @@ package org.upsmf.grievance.service.impl;
import com.fasterxml.jackson.databind.ObjectMapper;
import io.micrometer.core.instrument.util.StringUtils;
+import lombok.Synchronized;
import org.springframework.beans.factory.annotation.Autowired;
import org.springframework.beans.factory.annotation.Qualifier;
import org.springframework.beans.factory.annotation.Value;
@@ -26,6 +27,7 @@ import java.time.LocalDateTime;
import java.time.format.DateTimeFormatter;
import java.time.temporal.ChronoUnit;
import java.util.Collections;
+import java.util.Date;
import java.util.List;
import java.util.Optional;
import java.util.regex.Pattern;
@@ -309,6 +311,7 @@ public class TicketServiceImpl implements TicketService {
.priority(ticket.getPriority())
.escalatedBy(ticket.getEscalatedBy())
.escalatedTo(ticket.getEscalatedTo())
+ .escalatedToAdmin(ticket.isEscalatedToAdmin())
.rating(Long.valueOf(0)).build();
}
@@ -382,7 +385,26 @@ public class TicketServiceImpl implements TicketService {
if (request.getPriority() == null || !isValidPriority(request.getPriority())) {
throw new IllegalArgumentException("Invalid ticket priority");
}
+ }
-
+ @Override
+ @Transactional
+ @Synchronized
+ public void updateTicket(Long ticketId) {
+ Ticket ticket = getTicketById(ticketId);
+ ticket.setUpdatedDate(new Timestamp(new Date().getTime()));
+ ticket.setEscalatedDate(new Timestamp(new Date().getTime()));
+ ticket.setEscalatedToAdmin(true);
+ ticketRepository.save(ticket);
+ ticket = getTicketById(ticket.getId());
+ // check if ticket exists in ES
+ Optional<org.upsmf.grievance.model.es.Ticket> esTicketDetails = esTicketRepository.findOneByTicketId(ticket.getId());
+ org.upsmf.grievance.model.es.Ticket updatedESTicket = convertToESTicketObj(ticket);
+ if(esTicketDetails.isPresent()) {
+ // TODO revisit this
+ esTicketRepository.deleteById(esTicketDetails.get().getId());
+ updatedESTicket.setRating(esTicketDetails.get().getRating());
+ }
+ org.upsmf.grievance.model.es.Ticket curentUpdatedTicket=esTicketRepository.save(updatedESTicket);
}
}
diff --git a/src/main/resources/application.properties b/src/main/resources/application.properties
index 6bc396a..d4f9979 100644
--- a/src/main/resources/application.properties
+++ b/src/main/resources/application.properties
@@ -53,7 +53,7 @@ spring.servlet.multipart.max-request-size=10MB
# Dashboard
pending.21.days=21
pending.15.days=15
-ticket.escalation.days=14
+ticket.escalation.days=7
email.ids=nodalofficer@yopmail.com,grievance@yopmail.com
subject.daily.report=Daily Report
subject.bi.weekly.report=Bi Weekly Report
--
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