b3bdb56753
- iii-config.yaml mit Production-Settings (CORS, all interfaces) - Ticketing-System Steps (create, triage, escalate, notify, SLA monitoring) - Python dependencies via uv - Systemd services für Motia Engine und iii Console - README mit Deployment-Info
91 lines
2.9 KiB
Python
91 lines
2.9 KiB
Python
"""Escalate Ticket Step - multi-trigger: escalates tickets from SLA breach or manual request.
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Uses ctx.match() to route logic per trigger type.
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"""
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from datetime import datetime, timezone
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from typing import Any
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from motia import ApiRequest, ApiResponse, FlowContext, http, queue
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config = {
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"name": "EscalateTicket",
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"description": "Multi-trigger: escalates tickets from SLA breach or manual request",
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"flows": ["support-ticket-flow"],
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"triggers": [
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queue("ticket::sla-breached"),
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http("POST", "/tickets/escalate"),
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],
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"enqueues": [],
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}
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async def _escalate_ticket(
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ticket_id: str,
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updates: dict[str, Any],
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ctx: FlowContext[Any],
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) -> dict[str, Any] | None:
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"""Fetches a ticket and applies escalation fields to state. Returns pre-update ticket or None."""
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existing = await ctx.state.get("tickets", ticket_id)
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if not existing:
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return None
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await ctx.state.set("tickets", ticket_id, {
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**existing,
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"escalatedTo": "engineering-lead",
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"escalatedAt": datetime.now(timezone.utc).isoformat(),
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**updates,
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})
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return existing
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async def handler(input_data: Any, ctx: FlowContext[Any]) -> Any:
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async def _queue_handler(breach: Any) -> None:
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ticket_id = breach.get("ticketId")
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age_minutes = breach.get("ageMinutes", 0)
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priority = breach.get("priority", "medium")
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ctx.logger.info("Escalating ticket", {"ticketId": ticket_id, "triggerType": "queue"})
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ctx.logger.warn("Auto-escalation from SLA breach", {
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"ticketId": ticket_id,
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"ageMinutes": age_minutes,
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"priority": priority,
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})
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escalated = await _escalate_ticket(
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ticket_id,
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{"escalationReason": f"SLA breach: {age_minutes} minutes without resolution", "escalationMethod": "auto"},
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ctx,
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)
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if not escalated:
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ctx.logger.error("Ticket not found during SLA escalation", {"ticketId": ticket_id, "ageMinutes": age_minutes})
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async def _http_handler(request: ApiRequest[Any]) -> ApiResponse[Any]:
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body = request.body or {}
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ticket_id = body.get("ticketId")
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reason = body.get("reason", "")
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ctx.logger.info("Escalating ticket", {"ticketId": ticket_id, "triggerType": "http"})
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existing = await _escalate_ticket(
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ticket_id,
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{"escalationReason": reason, "escalationMethod": "manual"},
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ctx,
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)
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if not existing:
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return ApiResponse(status=404, body={"error": f"Ticket {ticket_id} not found"})
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ctx.logger.info("Manual escalation via API", {"ticketId": ticket_id, "reason": reason})
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return ApiResponse(status=200, body={
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"ticketId": ticket_id,
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"escalatedTo": "engineering-lead",
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"message": "Ticket escalated successfully",
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})
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return await ctx.match({
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"queue": _queue_handler,
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"http": _http_handler,
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})
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