Durations

Track support SLAs

Compare each ticket's wait against its priority's target and report time left.

Reference

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Sourceupstream/durations/sla_timers.vibe
type Ticket = { id: string, priority: string, waited: duration }
type Status = { id: string, target: string, remaining: string, breached: bool }

def target_for(priority: string) -> duration
  case priority
  when "urgent" then 1.hours
  when "high" then 4.hours
  else 1.days
  end
end

def status(ticket: Ticket) -> Status
  target = target_for(ticket["priority"])
  remaining = target - ticket["waited"]
  breached = remaining < 0.seconds
  overdue = 0.seconds - remaining

  {
    id: ticket["id"],
    target: target.iso8601,
    remaining: breached ? "over by #{overdue.iso8601}" : remaining.iso8601,
    breached: breached
  }
end

def run -> { statuses: array<Status>, breached: array<string> }
  tickets: array<Ticket> = [
    { id: "T-101", priority: "urgent", waited: 40.minutes },
    { id: "T-102", priority: "high", waited: 5.hours },
    { id: "T-103", priority: "normal", waited: 9.hours + 30.minutes },
    { id: "T-104", priority: "urgent", waited: 75.minutes }
  ]
  statuses = tickets.map { |ticket| status(ticket) }

  {
    statuses: statuses,
    breached: statuses.select { |row| row["breached"] }.map { |row| row["id"] }
  }
end

Output

Click Run example to see the result.

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