mirror of https://github.com/Sea-Haven-Industries/front-sla-monitor.git synced 2026-05-18 20:20:14 +00:00

Adam Moussa cf23b4a1ce Add Front SLA monitor stack

Scheduled Lambda polls Front every 15 min on weekdays, checks open
conversations for SLA breaches (1hr ack, 1 day action), and sends
tiered Slack alerts — DM the assignee, channel broadcast if unassigned,
or escalate to Adam. DynamoDB dedup prevents repeat notifications.

2026-05-11 16:05:38 -04:00

3.2 KiB

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front-sla-monitor

Scheduled Lambda that monitors Front conversations for SLA breaches and sends tiered Slack alerts. Runs every 15 minutes on weekdays.

SLA Rules

Tier	Threshold	Action
1	1 business hour without reply	Slack DM the assignee, or post to #front-sla-alerts if unassigned
2	1 business day without reply	Slack DM Adam

Business time counts weekday hours only (Mon-Fri, Eastern time). The SLA clock pauses on Saturday and Sunday.

Architecture

EventBridge (every 15 min, Mon-Fri)
    │
    ▼
Lambda (Python 3.12, arm64)
    │
    ├── Secrets Manager → front-sla-monitor/front-api-token
    ├── Secrets Manager → front-sla-monitor/slack-bot-token
    │
    ├── GET Front API /inboxes → list shared inboxes
    ├── GET Front API /inboxes/{id}/conversations → open conversations
    │
    ├── DynamoDB (front-sla-alerts) → dedup: skip already-alerted conversations
    │
    ├── Tier 1 → Slack DM assignee or #front-sla-alerts
    └── Tier 2 → Slack DM Adam

AWS Resources

Stack: front-sla-monitor (SAM, us-east-1)
Lambda: front-sla-monitor — Python 3.12, arm64, 128 MB, 120s timeout, 60-day log retention
DynamoDB: front-sla-alerts — tracks alert history per conversation, 7-day TTL
EventBridge: cron(0/15 * ? * MON-FRI *) — every 15 min on weekdays

Setup

1. Create the Slack App

Go to https://api.slack.com/apps and create Front SLA Monitor
Add Bot Token Scopes: chat:write, users:read.email
Install the app to your workspace and copy the Bot User OAuth Token
Create the #front-sla-alerts channel and invite the bot (/invite @Front SLA Monitor)
Copy the channel ID (right-click channel name > View channel details)

2. Create a Front API Token

Front > Settings > Developers > API tokens
Create a token with conversation read scope
Copy the token

3. Store Secrets in AWS

aws secretsmanager create-secret \
  --name "front-sla-monitor/front-api-token" \
  --secret-string "YOUR_FRONT_API_TOKEN" \
  --region us-east-1

aws secretsmanager create-secret \
  --name "front-sla-monitor/slack-bot-token" \
  --secret-string "xoxb-YOUR-SLACK-BOT-TOKEN" \
  --region us-east-1

4. Deploy

sam build
sam deploy --guided

Or push to main to trigger the GitHub Actions deploy workflow.

5. GitHub Actions Secrets

Secret	Value
`AWS_DEPLOY_ROLE_ARN`	Org-wide OIDC deploy role (already configured)
`SAM_PARAMETER_OVERRIDES`	`FrontApiTokenSecretArn=arn:... SlackBotTokenSecretArn=arn:... SlackAlertChannel=CXXXXXXXXXX`

Manual Testing

aws lambda invoke --function-name front-sla-monitor --payload '{}' /dev/stdout --region us-east-1

Check logs:

aws logs tail /aws/lambda/front-sla-monitor --follow --region us-east-1

Configuration

Environment Variable	Default	Description
`ACK_SLA_MINUTES`	60	Business minutes before Tier 1 alert
`ACTION_SLA_MINUTES`	1440	Business minutes before Tier 2 alert
`ADAM_EMAIL`	adam@seahavenind.com	Tier 2 escalation recipient
`SLACK_ALERT_CHANNEL`	—	Channel ID for broadcast alerts

3.2 KiB Raw Blame History