front-integrations/src/sla_monitor/app.py

import json
import logging
import os
import time
from datetime import datetime, timedelta, timezone
from urllib import error, parse, request
from zoneinfo import ZoneInfo

import boto3

logger = logging.getLogger()
logger.setLevel(logging.INFO)

EASTERN = ZoneInfo("America/New_York")
FRONT_BASE = "https://api2.frontapp.com"
SLACK_BASE = "https://slack.com/api"
RATE_LIMIT_DELAY = 0.6
BH_START = 8
BH_END = 17

_sm = boto3.client("secretsmanager")
_ddb = boto3.resource("dynamodb")
_table = None
_front_token = None
_slack_token = None
_slack_user_cache = {}


def _get_table():
    global _table
    if _table is None:
        _table = _ddb.Table(os.environ["TABLE_NAME"])
    return _table


def _get_front_token():
    global _front_token
    if _front_token is None:
        resp = _sm.get_secret_value(SecretId=os.environ["FRONT_SECRET_NAME"])
        _front_token = resp["SecretString"]
    return _front_token


def _get_slack_token():
    global _slack_token
    if _slack_token is None:
        resp = _sm.get_secret_value(SecretId=os.environ["SLACK_SECRET_NAME"])
        _slack_token = resp["SecretString"]
    return _slack_token


# ---------------------------------------------------------------------------
# Front API
# ---------------------------------------------------------------------------

def _front_get(url_or_path, params=None):
    if url_or_path.startswith("http"):
        url = url_or_path
    else:
        url = f"{FRONT_BASE}{url_or_path}"
        if params:
            url += "?" + parse.urlencode(params, doseq=True)

    req = request.Request(url, headers={
        "Authorization": f"Bearer {_get_front_token()}",
        "Accept": "application/json",
    })

    time.sleep(RATE_LIMIT_DELAY)

    try:
        with request.urlopen(req) as resp:
            return json.loads(resp.read().decode())
    except error.HTTPError as e:
        body = e.read().decode() if e.fp else ""
        raise RuntimeError(f"Front GET {url_or_path} failed ({e.code}): {body}")


MAX_PAGES = 10


def _front_paginate(path, params=None):
    results = []
    data = _front_get(path, params)
    results.extend(data.get("_results", []))
    pages = 1

    while data.get("_pagination", {}).get("next") and pages < MAX_PAGES:
        data = _front_get(data["_pagination"]["next"])
        results.extend(data.get("_results", []))
        pages += 1

    return results


# ---------------------------------------------------------------------------
# Slack API
# ---------------------------------------------------------------------------

def _slack_post(method, payload):
    data = json.dumps(payload).encode()
    req = request.Request(f"{SLACK_BASE}/{method}", data=data, headers={
        "Content-Type": "application/json; charset=utf-8",
        "Authorization": f"Bearer {_get_slack_token()}",
    })

    try:
        with request.urlopen(req) as resp:
            result = json.loads(resp.read().decode())
            if not result.get("ok"):
                raise RuntimeError(f"Slack {method}: {result.get('error')}")
            return result
    except error.HTTPError as e:
        body = e.read().decode() if e.fp else ""
        raise RuntimeError(f"Slack {method} HTTP {e.code}: {body}")


def _slack_get(method, params):
    url = f"{SLACK_BASE}/{method}?" + parse.urlencode(params)
    req = request.Request(url, headers={
        "Authorization": f"Bearer {_get_slack_token()}",
    })

    try:
        with request.urlopen(req) as resp:
            result = json.loads(resp.read().decode())
            if not result.get("ok"):
                raise RuntimeError(f"Slack {method}: {result.get('error')}")
            return result
    except error.HTTPError as e:
        body = e.read().decode() if e.fp else ""
        raise RuntimeError(f"Slack {method} HTTP {e.code}: {body}")


def _resolve_slack_user(email):
    if email in _slack_user_cache:
        return _slack_user_cache[email]
    try:
        result = _slack_get("users.lookupByEmail", {"email": email})
        uid = result["user"]["id"]
        _slack_user_cache[email] = uid
        return uid
    except RuntimeError:
        logger.warning("Could not resolve Slack user for %s", email)
        return None


def _send_slack(channel, blocks, text):
    _slack_post("chat.postMessage", {
        "channel": channel,
        "blocks": blocks,
        "text": text,
    })


# ---------------------------------------------------------------------------
# Business time calculation (weekdays only, Eastern time)
# ---------------------------------------------------------------------------

def _business_minutes_elapsed(since_utc, now_utc):
    since = since_utc.astimezone(EASTERN)
    now = now_utc.astimezone(EASTERN)

    if since >= now:
        return 0

    total = 0.0
    current = since

    while current < now:
        if current.weekday() < 5:
            end_of_day = (current + timedelta(days=1)).replace(
                hour=0, minute=0, second=0, microsecond=0
            )
            day_end = min(end_of_day, now)
            total += (day_end - current).total_seconds() / 60

        current = (current + timedelta(days=1)).replace(
            hour=0, minute=0, second=0, microsecond=0
        )

    return total


# ---------------------------------------------------------------------------
# DynamoDB dedup
# ---------------------------------------------------------------------------

def _already_alerted(conv_id, tier):
    resp = _get_table().get_item(Key={"conversationId": conv_id})
    item = resp.get("Item")
    if not item:
        return False
    return f"tier{tier}AlertedAt" in item


def _record_alert(conv_id, tier):
    now_iso = datetime.now(timezone.utc).isoformat()
    ttl_epoch = int(time.time()) + 7 * 86400

    _get_table().update_item(
        Key={"conversationId": conv_id},
        UpdateExpression="SET #ttl = :ttl, #alert = :ts",
        ExpressionAttributeNames={
            "#ttl": "ttl",
            "#alert": f"tier{tier}AlertedAt",
        },
        ExpressionAttributeValues={
            ":ttl": ttl_epoch,
            ":ts": now_iso,
        },
    )


def _is_first_run_today(today_str):
    resp = _get_table().get_item(Key={"conversationId": "_monitor_state"})
    return resp.get("Item", {}).get("lastRunDate", "") != today_str


def _record_run(today_str):
    _get_table().update_item(
        Key={"conversationId": "_monitor_state"},
        UpdateExpression="SET lastRunDate = :d",
        ExpressionAttributeValues={":d": today_str},
    )


# ---------------------------------------------------------------------------
# Slack message blocks
# ---------------------------------------------------------------------------

def _tier1_blocks(conv, assignee_email=None):
    subject = conv.get("subject", "No subject")
    conv_id = conv.get("id", "")
    link = f"https://app.frontapp.com/open/{conv_id}"
    msg_at = conv.get("last_message", {}).get("created_at", 0)
    ts = datetime.fromtimestamp(msg_at, tz=EASTERN).strftime("%b %d, %I:%M %p ET")
    status = f"Assigned to {assignee_email}" if assignee_email else "Unassigned"

    return [
        {"type": "header", "text": {"type": "plain_text", "text": ":warning: SLA Breach: 1-Hour Acknowledgment"}},
        {"type": "section", "text": {"type": "mrkdwn", "text": (
            f"*<{link}|{subject}>*\n"
            f"Last inbound: {ts}\n"
            f"Status: {status}\n"
            f"_No reply for over 1 business hour._"
        )}},
    ]


def _tier2_blocks(conv):
    subject = conv.get("subject", "No subject")
    conv_id = conv.get("id", "")
    link = f"https://app.frontapp.com/open/{conv_id}"
    msg_at = conv.get("last_message", {}).get("created_at", 0)
    ts = datetime.fromtimestamp(msg_at, tz=EASTERN).strftime("%b %d, %I:%M %p ET")
    assignee = conv.get("assignee")
    status = f"Assigned to {assignee['email']}" if assignee else "Unassigned"

    return [
        {"type": "header", "text": {"type": "plain_text", "text": ":rotating_light: SLA Breach: 1-Day Action Required"}},
        {"type": "section", "text": {"type": "mrkdwn", "text": (
            f"*<{link}|{subject}>*\n"
            f"Last inbound: {ts}\n"
            f"Status: {status}\n"
            f"_No reply for over 1 business day. Immediate attention required._"
        )}},
    ]


def _summary_blocks(tier1_breaches, tier2_breaches):
    lines = []

    if tier2_breaches:
        lines.append("*:rotating_light: Over 1 Business Day Without Reply*")
        for conv in tier2_breaches:
            subject = conv.get("subject", "No subject")
            link = f"https://app.frontapp.com/open/{conv.get('id', '')}"
            assignee = conv.get("assignee")
            who = assignee["email"] if assignee else "Unassigned"
            lines.append(f"• <{link}|{subject}> — {who}")
        lines.append("")

    if tier1_breaches:
        lines.append("*:warning: Over 1 Business Hour Without Reply*")
        for conv, email in tier1_breaches:
            subject = conv.get("subject", "No subject")
            link = f"https://app.frontapp.com/open/{conv.get('id', '')}"
            who = email or "Unassigned"
            lines.append(f"• <{link}|{subject}> — {who}")

    total = len(tier1_breaches) + len(tier2_breaches)
    return [
        {"type": "header", "text": {"type": "plain_text", "text": f":sunrise: Morning SLA Summary — {total} breach{'es' if total != 1 else ''}"}},
        {"type": "section", "text": {"type": "mrkdwn", "text": "\n".join(lines)}},
    ]


# ---------------------------------------------------------------------------
# Handler
# ---------------------------------------------------------------------------

def handler(event, context):
    ack_threshold = int(os.environ["ACK_SLA_MINUTES"])
    action_threshold = int(os.environ["ACTION_SLA_MINUTES"])
    alert_channel = os.environ["SLACK_ALERT_CHANNEL"]
    adam_email = os.environ["ADAM_EMAIL"]
    start_date = os.environ.get("START_DATE", "")

    now = datetime.now(timezone.utc)
    now_et = now.astimezone(EASTERN)

    if start_date:
        start = datetime.strptime(start_date, "%Y-%m-%d").date()
        if now_et.date() < start:
            logger.info("Before start date %s, skipping", start_date)
            return {"skipped": True, "reason": "before_start_date"}

    if now_et.hour < BH_START or now_et.hour >= BH_END:
        logger.info("Outside business hours (%s ET), skipping", now_et.strftime("%H:%M"))
        return {"skipped": True, "reason": "outside_business_hours"}

    today_str = now_et.strftime("%Y-%m-%d")
    first_run = _is_first_run_today(today_str)
    _record_run(today_str)

    monitor_names = os.environ.get("MONITOR_INBOXES", "").strip()
    if monitor_names:
        monitor_set = {n.strip().lower() for n in monitor_names.split(",")}
    else:
        monitor_set = None

    inboxes = _front_paginate("/inboxes")
    shared = [i for i in inboxes if not i.get("is_private", False)]

    if monitor_set:
        shared = [i for i in shared if i.get("name", "").lower() in monitor_set]

    logger.info("Monitoring %d inboxes: %s", len(shared),
                ", ".join(i.get("name", "?") for i in shared))

    tier1_breaches = []
    tier2_breaches = []
    seen = set()

    for inbox in shared:
        inbox_id = inbox["id"]
        inbox_name = inbox.get("name", inbox_id)

        try:
            conversations = _front_paginate(
                f"/inboxes/{inbox_id}/conversations",
                params={"q[statuses][]": ["open", "unassigned"]},
            )
        except RuntimeError as e:
            logger.error("Failed to fetch conversations for %s: %s", inbox_name, e)
            continue

        logger.info("Inbox '%s': %d recent open conversations", inbox_name, len(conversations))

        for conv in conversations:
            if conv.get("id") in seen:
                continue
            seen.add(conv.get("id"))
            try:
                last_msg = conv.get("last_message")
                if not last_msg or last_msg.get("type") != "inbound":
                    continue

                msg_dt = datetime.fromtimestamp(last_msg["created_at"], tz=timezone.utc)
                elapsed = _business_minutes_elapsed(msg_dt, now)
                conv_id = conv["id"]
                assignee = conv.get("assignee")

                if elapsed >= action_threshold and not _already_alerted(conv_id, 2):
                    tier2_breaches.append(conv)
                    logger.info("Tier 2 breach: %s", conv_id)

                elif elapsed >= ack_threshold and not _already_alerted(conv_id, 1):
                    email = assignee["email"] if assignee and assignee.get("email") else None
                    tier1_breaches.append((conv, email))
                    logger.info("Tier 1 breach: %s", conv_id)

            except Exception:
                logger.exception("Error processing conversation %s", conv.get("id", "?"))

    total = len(tier1_breaches) + len(tier2_breaches)

    if first_run and total > 1:
        logger.info("Morning summary: %d breaches accumulated overnight", total)
        blocks = _summary_blocks(tier1_breaches, tier2_breaches)
        _send_slack(alert_channel, blocks, f"Morning SLA Summary: {total} breaches")
        if tier2_breaches:
            adam_uid = _resolve_slack_user(adam_email)
            if adam_uid:
                _send_slack(adam_uid, blocks, f"Morning SLA Summary: {total} breaches")
    else:
        for conv in tier2_breaches:
            adam_uid = _resolve_slack_user(adam_email)
            target = adam_uid or alert_channel
            _send_slack(target, _tier2_blocks(conv),
                        f"SLA Breach: {conv.get('subject', '')} - 1 day without reply")

        for conv, email in tier1_breaches:
            if email:
                uid = _resolve_slack_user(email)
                target = uid or alert_channel
                _send_slack(target, _tier1_blocks(conv, email),
                            f"SLA Breach: {conv.get('subject', '')} - 1 hour without reply")
            else:
                _send_slack(alert_channel, _tier1_blocks(conv),
                            f"SLA Breach: {conv.get('subject', '')} - unassigned, 1 hour without reply")

    for conv in tier2_breaches:
        _record_alert(conv["id"], 2)
    for conv, _ in tier1_breaches:
        _record_alert(conv["id"], 1)

    result = {"tier1_alerts": len(tier1_breaches), "tier2_alerts": len(tier2_breaches)}
    logger.info("Run complete: %s", result)
    return result