Enhancement/case reminders (#3796)

* Adds case status reminders * Adds scheduling * Update src/dispatch/case/messaging.py Co-authored-by: Marc Vilanova <[email protected]> * Update src/dispatch/messaging/strings.py Co-authored-by: Marc Vilanova <[email protected]> * Update src/dispatch/cli.py Co-authored-by: Marc Vilanova <[email protected]> * Update src/dispatch/messaging/strings.py Co-authored-by: David Whittaker <[email protected]> --------- Co-authored-by: Marc Vilanova <[email protected]> Co-authored-by: David Whittaker <[email protected]>
Netflix · Oct 1, 2023 · e2d6ec7 · e2d6ec7
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diff --git a/src/dispatch/case/messaging.py b/src/dispatch/case/messaging.py
@@ -0,0 +1,87 @@
+"""
+.. module: dispatch.case.messaging
+    :platform: Unix
+    :copyright: (c) 2019 by Netflix Inc., see AUTHORS for more
+    :license: Apache, see LICENSE for more details.
+"""
+import logging
+
+from dispatch.database.core import SessionLocal
+from dispatch.case.models import Case
+from dispatch.messaging.strings import (
+    CASE_CLOSE_REMINDER,
+    CASE_TRIAGE_REMINDER,
+    MessageType,
+)
+from dispatch.plugin import service as plugin_service
+
+
+log = logging.getLogger(__name__)
+
+
+def send_case_close_reminder(case: Case, db_session: SessionLocal):
+    """
+    Sends a direct message to the assignee reminding them to close the case if possible.
+    """
+    message_text = "Case Close Reminder"
+    message_template = CASE_CLOSE_REMINDER
+
+    plugin = plugin_service.get_active_instance(
+        db_session=db_session, project_id=case.project.id, plugin_type="conversation"
+    )
+    if not plugin:
+        log.warning("Case close reminder message not sent. No conversation plugin enabled.")
+        return
+
+    items = [
+        {
+            "name": case.name,
+            "ticket_weblink": case.ticket.weblink,
+            "title": case.title,
+            "status": case.status,
+        }
+    ]
+
+    plugin.instance.send_direct(
+        case.assignee.individual.email,
+        message_text,
+        message_template,
+        MessageType.case_status_reminder,
+        items=items,
+    )
+
+    log.debug(f"Case close reminder sent to {case.assignee.individual.email}.")
+
+
+def send_case_triage_reminder(case: Case, db_session: SessionLocal):
+    """
+    Sends a direct message to the assignee reminding them to triage the case if possible.
+    """
+    message_text = "Case Triage Reminder"
+    message_template = CASE_TRIAGE_REMINDER
+
+    plugin = plugin_service.get_active_instance(
+        db_session=db_session, project_id=case.project.id, plugin_type="conversation"
+    )
+    if not plugin:
+        log.warning("Case triage reminder message not sent. No conversation plugin enabled.")
+        return
+
+    items = [
+        {
+            "name": case.name,
+            "ticket_weblink": case.ticket.weblink,
+            "title": case.title,
+            "status": case.status,
+        }
+    ]
+
+    plugin.instance.send_direct(
+        case.assignee.individual.email,
+        message_text,
+        message_template,
+        MessageType.case_status_reminder,
+        items=items,
+    )
+
+    log.debug(f"Case triage reminder sent to {case.assignee.individual.email}.")
diff --git a/src/dispatch/case/scheduled.py b/src/dispatch/case/scheduled.py
@@ -0,0 +1,47 @@
+from datetime import datetime, date
+from schedule import every
+
+from dispatch.database.core import SessionLocal
+from dispatch.decorators import scheduled_project_task, timer
+from dispatch.project.models import Project
+from dispatch.scheduler import scheduler
+
+from .enums import CaseStatus
+from .messaging import send_case_close_reminder, send_case_triage_reminder
+from .service import (
+    get_all_by_status,
+)
+
+
+@scheduler.add(every(1).day.at("18:00"), name="case-close-reminder")
+@timer
+@scheduled_project_task
+def case_close_reminder(db_session: SessionLocal, project: Project):
+    """Sends a reminder to the case assignee to close out their case."""
+    cases = get_all_by_status(
+        db_session=db_session, project_id=project.id, status=CaseStatus.triage
+    )
+
+    for case in cases:
+        span = datetime.utcnow() - case.triage_at
+        q, r = divmod(span.days, 7)
+        if q >= 1 and date.today().isoweekday() == 1:
+            # we only send the reminder for cases that have been triaging
+            # longer than a week and only on Mondays
+            send_case_close_reminder(case, db_session)
+
+
+@scheduler.add(every(1).day.at("18:00"), name="case-triage-reminder")
+@timer
+@scheduled_project_task
+def case_triage_reminder(db_session: SessionLocal, project: Project):
+    """Sends a reminder to the case assignee to triage their case."""
+    cases = get_all_by_status(db_session=db_session, project_id=project.id, status=CaseStatus.new)
+
+    # if we want more specific SLA reminders, we would need to add additional data model
+    for case in cases:
+        span = datetime.utcnow() - case.created
+        q, r = divmod(span.days, 1)
+        if q >= 1:
+            # we only send one reminder per case per day
+            send_case_triage_reminder(case, db_session)
diff --git a/src/dispatch/cli.py b/src/dispatch/cli.py
@@ -640,6 +640,7 @@ def dispatch_scheduler():
     )
     from .term.scheduled import sync_terms  # noqa
     from .workflow.scheduled import sync_workflows  # noqa
+    from .case.scheduled import case_triage_reminder, case_close_reminder  # noqa
 
 
 @dispatch_scheduler.command("list")

diff --git a/src/dispatch/messaging/strings.py b/src/dispatch/messaging/strings.py
@@ -5,6 +5,7 @@
 from dispatch.messaging.email.filters import env
 from dispatch.conversation.enums import ConversationButtonActions
 from dispatch.incident.enums import IncidentStatus
+from dispatch.case.enums import CaseStatus
 from dispatch.enums import Visibility
 
 from dispatch import config
@@ -34,6 +35,7 @@ class MessageType(DispatchEnum):
     incident_tactical_report = "incident-tactical-report"
     incident_task_list = "incident-task-list"
     incident_task_reminder = "incident-task-reminder"
+    case_status_reminder = "case-status-reminder"
     service_feedback = "service-feedback"
 
 
@@ -43,6 +45,13 @@ class MessageType(DispatchEnum):
     IncidentStatus.closed: "This no longer requires additional involvement, long term incident action items have been assigned to their respective owners.",
 }
 
+CASE_STATUS_DESCRIPTIONS = {
+    CaseStatus.new: "This case is new and needs triaging.",
+    CaseStatus.triage: "This case is being triaged.",
+    CaseStatus.escalated: "This case has been escalated.",
+    CaseStatus.closed: "This case has been closed.",
+}
+
 INCIDENT_VISIBILITY_DESCRIPTIONS = {
     Visibility.open: "We ask that you use your best judgment while sharing details about this incident outside of the dedicated channels of communication. Please reach out to the Incident Commander if you have any questions.",
     Visibility.restricted: "This incident is restricted to immediate participants of this incident. We ask that you exercise extra caution and discretion while talking about this incident outside of the dedicated channels of communication. Only invite new participants that are strictly necessary. Please reach out to the Incident Commander if you have any questions.",
@@ -236,6 +245,16 @@ class MessageType(DispatchEnum):
     "\n", " "
 ).strip()
 
+CASE_TRIAGE_REMINDER_DESCRIPTION = """The status of this case hasn't been updated recently.
+Please ensure you triage the case based on its priority.""".replace(
+    "\n", " "
+).strip()
+
+CASE_CLOSE_REMINDER_DESCRIPTION = """The status of this case hasn't been updated recently.
+You can use the case 'Resolve' button if it has been resolved and can be closed.""".replace(
+    "\n", " "
+).strip()
+
 INCIDENT_TASK_NEW_DESCRIPTION = """
 The following incident task has been created and assigned to you by {{task_creator}}: {{task_description}}"""
 
@@ -390,6 +409,14 @@ class MessageType(DispatchEnum):
 
 INCIDENT_TITLE = {"title": "Title", "text": "{{title}}"}
 
+CASE_TITLE = {"title": "Title", "text": "{{title}}"}
+
+CASE_STATUS = {
+    "title": "Status - {{status}}",
+    "status_mapping": CASE_STATUS_DESCRIPTIONS,
+}
+
+
 if config.DISPATCH_MARKDOWN_IN_INCIDENT_DESC:
     INCIDENT_DESCRIPTION = {"title": "Description", "text": "{{description | markdown}}"}
 else:
@@ -596,6 +623,28 @@ class MessageType(DispatchEnum):
     INCIDENT_STATUS,
 ]
 
+
+CASE_CLOSE_REMINDER = [
+    {
+        "title": "{{name}} Case - Close Reminder",
+        "title_link": "{{ticket_weblink}}",
+        "text": CASE_CLOSE_REMINDER_DESCRIPTION,
+    },
+    CASE_TITLE,
+    CASE_STATUS,
+]
+
+CASE_TRIAGE_REMINDER = [
+    {
+        "title": "{{name}} Case - Triage Reminder",
+        "title_link": "{{ticket_weblink}}",
+        "text": CASE_TRIAGE_REMINDER_DESCRIPTION,
+    },
+    CASE_TITLE,
+    CASE_STATUS,
+]
+
+
 INCIDENT_TASK_REMINDER = [
     {"title": "Incident - {{ name }}", "text": "{{ title }}"},
     {"title": "Creator", "text": "{{ creator }}"},