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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.
106 lines
3.2 KiB
Markdown
106 lines
3.2 KiB
Markdown
# front-sla-monitor
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Scheduled Lambda that monitors Front conversations for SLA breaches and sends tiered Slack alerts. Runs every 15 minutes on weekdays.
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## SLA Rules
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| Tier | Threshold | Action |
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|---|---|---|
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| 1 | 1 business hour without reply | Slack DM the assignee, or post to #front-sla-alerts if unassigned |
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| 2 | 1 business day without reply | Slack DM Adam |
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Business time counts weekday hours only (Mon-Fri, Eastern time). The SLA clock pauses on Saturday and Sunday.
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## Architecture
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```
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EventBridge (every 15 min, Mon-Fri)
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│
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▼
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Lambda (Python 3.12, arm64)
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│
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├── Secrets Manager → front-sla-monitor/front-api-token
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├── Secrets Manager → front-sla-monitor/slack-bot-token
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│
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├── GET Front API /inboxes → list shared inboxes
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├── GET Front API /inboxes/{id}/conversations → open conversations
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│
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├── DynamoDB (front-sla-alerts) → dedup: skip already-alerted conversations
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│
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├── Tier 1 → Slack DM assignee or #front-sla-alerts
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└── Tier 2 → Slack DM Adam
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```
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## AWS Resources
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- **Stack:** `front-sla-monitor` (SAM, us-east-1)
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- **Lambda:** `front-sla-monitor` — Python 3.12, arm64, 128 MB, 120s timeout, 60-day log retention
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- **DynamoDB:** `front-sla-alerts` — tracks alert history per conversation, 7-day TTL
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- **EventBridge:** `cron(0/15 * ? * MON-FRI *)` — every 15 min on weekdays
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## Setup
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### 1. Create the Slack App
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1. Go to https://api.slack.com/apps and create **Front SLA Monitor**
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2. Add Bot Token Scopes: `chat:write`, `users:read.email`
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3. Install the app to your workspace and copy the Bot User OAuth Token
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4. Create the `#front-sla-alerts` channel and invite the bot (`/invite @Front SLA Monitor`)
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5. Copy the channel ID (right-click channel name > View channel details)
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### 2. Create a Front API Token
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1. Front > Settings > Developers > API tokens
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2. Create a token with conversation read scope
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3. Copy the token
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### 3. Store Secrets in AWS
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```bash
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aws secretsmanager create-secret \
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--name "front-sla-monitor/front-api-token" \
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--secret-string "YOUR_FRONT_API_TOKEN" \
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--region us-east-1
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aws secretsmanager create-secret \
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--name "front-sla-monitor/slack-bot-token" \
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--secret-string "xoxb-YOUR-SLACK-BOT-TOKEN" \
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--region us-east-1
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```
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### 4. Deploy
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```bash
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sam build
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sam deploy --guided
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```
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Or push to `main` to trigger the GitHub Actions deploy workflow.
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### 5. GitHub Actions Secrets
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| Secret | Value |
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| `AWS_DEPLOY_ROLE_ARN` | Org-wide OIDC deploy role (already configured) |
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| `SAM_PARAMETER_OVERRIDES` | `FrontApiTokenSecretArn=arn:... SlackBotTokenSecretArn=arn:... SlackAlertChannel=CXXXXXXXXXX` |
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## Manual Testing
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```bash
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aws lambda invoke --function-name front-sla-monitor --payload '{}' /dev/stdout --region us-east-1
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```
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Check logs:
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```bash
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aws logs tail /aws/lambda/front-sla-monitor --follow --region us-east-1
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```
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## Configuration
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| Environment Variable | Default | Description |
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|---|---|---|
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| `ACK_SLA_MINUTES` | 60 | Business minutes before Tier 1 alert |
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| `ACTION_SLA_MINUTES` | 1440 | Business minutes before Tier 2 alert |
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| `ADAM_EMAIL` | adam@seahavenind.com | Tier 2 escalation recipient |
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| `SLACK_ALERT_CHANNEL` | — | Channel ID for broadcast alerts |
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