8e119e2328
- Add tickets.inc_open_sla: open tickets with derived SLA (hours_open, sla_state vs 48h; clock = created_at_service or first_seen_at fallback) + team/cluster/geog for dispatch. (One-time legacy region->lowercase backfill applied to live data.) Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com>
60 lines
2.6 KiB
SQL
60 lines
2.6 KiB
SQL
-- 08_inc_open_sla_view.sql — fleettickets · open-ticket SLA view
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-- ─────────────────────────────────────────────────────────────────────────────
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-- reporting view over the open (is_actionable) INC tickets with a DERIVED SLA
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-- state, since the source sla_status is only meaningful once a ticket is closed.
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--
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-- SLA clock = created_at_service, falling back to first_seen_at (the export's
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-- first-sighting) when creation is missing (~70% of open rows lack
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-- created_at_service); sla_clock_source flags which was used. Contract rule: 48h.
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-- hours_open / sla_state use now(), so the view is always current. Includes the
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-- routing-grade geog so dispatch can join straight off it.
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-- ─────────────────────────────────────────────────────────────────────────────
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SET search_path = tickets, public;
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CREATE OR REPLACE VIEW tickets.inc_open_sla AS
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SELECT
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ticket_id,
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normalized_status,
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bucket,
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cluster,
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region,
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location_name,
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assigned_team,
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owner,
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sla_status AS source_sla_status,
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mttr, -- minutes (null until closed)
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COALESCE(created_at_service, first_seen_at) AS sla_clock,
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CASE WHEN created_at_service IS NOT NULL THEN 'service' ELSE 'first_seen' END AS sla_clock_source,
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round((EXTRACT(EPOCH FROM now() - COALESCE(created_at_service, first_seen_at)) / 3600)::numeric, 1) AS hours_open,
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CASE
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WHEN COALESCE(created_at_service, first_seen_at) IS NULL THEN 'unknown'
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WHEN now() - COALESCE(created_at_service, first_seen_at) >= interval '48h' THEN 'breached'
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WHEN now() - COALESCE(created_at_service, first_seen_at) >= interval '36h' THEN 'at_risk'
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ELSE 'ok'
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END AS sla_state,
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created_at_service,
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first_seen_at,
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scheduled_at,
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latitude,
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longitude,
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geo_source,
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geom,
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geog
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FROM tickets.inc
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WHERE is_actionable;
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COMMENT ON VIEW tickets.inc_open_sla IS
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'Open (is_actionable) INC tickets with derived SLA (48h rule; clock = created_at_service '
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'or first_seen_at fallback). fleettickets 08.';
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-- grants (guarded: roles may not exist on a fresh DB)
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DO $grants$
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BEGIN
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IF EXISTS (SELECT 1 FROM pg_roles WHERE rolname = 'dashboard_ro') THEN
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GRANT SELECT ON tickets.inc_open_sla TO dashboard_ro;
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END IF;
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IF EXISTS (SELECT 1 FROM pg_roles WHERE rolname = 'grafana_ro') THEN
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GRANT SELECT ON tickets.inc_open_sla TO grafana_ro;
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END IF;
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END $grants$;
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