418 lines
16 KiB
PHP
418 lines
16 KiB
PHP
|
<?php
|
|||
|
|
|
|||
|
|
namespace MintyPHP\Module\Helpdesk\Service;
|
|||
|
|
|
|||
|
|
/**
|
|||
|
|
* Risk Radar scoring engine — aggregates tickets per customer and computes
|
|||
|
|
* a 0–100 risk score from five weighted dimensions.
|
|||
|
|
*/
|
|||
|
|
final class RiskRadarService
|
|||
|
|
{
|
|||
|
|
// --- Score weights (must sum to 100) ---
|
|||
|
|
private const W_OPEN_PRESSURE = 30;
|
|||
|
|
private const W_TREND = 25;
|
|||
|
|
private const W_SLA_OVERDUE = 20;
|
|||
|
|
private const W_RESOLUTION = 15;
|
|||
|
|
private const W_INACTIVITY = 10;
|
|||
|
|
|
|||
|
|
// --- Level thresholds ---
|
|||
|
|
private const LEVEL_HIGH = 70;
|
|||
|
|
private const LEVEL_MEDIUM = 40;
|
|||
|
|
|
|||
|
|
private const CLOSED_STATES = ['Erledigt', 'Resolved', 'Closed', 'Geschlossen'];
|
|||
|
|
|
|||
|
|
/**
|
|||
|
|
* Build the complete risk radar dataset.
|
|||
|
|
*
|
|||
|
|
* @param array<int, array<string, mixed>> $tickets Raw OData tickets
|
|||
|
|
* @param array<int, array<string, mixed>> $escalationDefs Escalation definitions with Code + Target_Time
|
|||
|
|
* @param int $periodDays One of 30, 90, 180, 365
|
|||
|
|
* @param bool $truncated Whether the ticket set was capped
|
|||
|
|
*
|
|||
|
|
* @return array{summary: array<string, int>, customers: array<int, array<string, mixed>>, meta: array<string, mixed>}
|
|||
|
|
*/
|
|||
|
|
public static function buildRiskRadar(
|
|||
|
|
array $tickets,
|
|||
|
|
array $escalationDefs,
|
|||
|
|
int $periodDays,
|
|||
|
|
bool $truncated = false
|
|||
|
|
): array {
|
|||
|
|
$nowTs = time();
|
|||
|
|
$periodStart = $nowTs - ($periodDays * 86400);
|
|||
|
|
$prevPeriodStart = $periodStart - ($periodDays * 86400);
|
|||
|
|
|
|||
|
|
// Build escalation target map: Code → seconds
|
|||
|
|
$slaTargets = self::buildSlaTargetMap($escalationDefs);
|
|||
|
|
|
|||
|
|
// Aggregate per customer
|
|||
|
|
$customers = [];
|
|||
|
|
foreach ($tickets as $ticket) {
|
|||
|
|
$customerNo = trim((string) ($ticket['Customer_No'] ?? ''));
|
|||
|
|
if ($customerNo === '') {
|
|||
|
|
continue;
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
if (!isset($customers[$customerNo])) {
|
|||
|
|
$customers[$customerNo] = [
|
|||
|
|
'customer_no' => $customerNo,
|
|||
|
|
'customer_name' => trim((string) ($ticket['Cust_Name'] ?? '')),
|
|||
|
|
'open' => 0,
|
|||
|
|
'critical' => 0,
|
|||
|
|
'created_current' => 0,
|
|||
|
|
'closed_current' => 0,
|
|||
|
|
'created_prev' => 0,
|
|||
|
|
'closed_prev' => 0,
|
|||
|
|
'sla_overdue_count' => 0,
|
|||
|
|
'resolution_hours' => [],
|
|||
|
|
'oldest_open_age_hours' => 0,
|
|||
|
|
'open_tickets' => [],
|
|||
|
|
];
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
$state = trim((string) ($ticket['Ticket_State'] ?? ''));
|
|||
|
|
$isClosed = in_array($state, self::CLOSED_STATES, true)
|
|||
|
|
|| (isset($ticket['Process_Stage']) && (int) $ticket['Process_Stage'] === 40);
|
|||
|
|
|
|||
|
|
$createdTs = self::parseTimestamp((string) ($ticket['Created_On'] ?? ''));
|
|||
|
|
$activityTs = self::resolveActivityTimestamp($ticket);
|
|||
|
|
|
|||
|
|
if ($isClosed) {
|
|||
|
|
if ($activityTs !== null && $activityTs >= $periodStart) {
|
|||
|
|
$customers[$customerNo]['closed_current']++;
|
|||
|
|
if ($createdTs !== null && $activityTs > $createdTs) {
|
|||
|
|
$customers[$customerNo]['resolution_hours'][] = intdiv($activityTs - $createdTs, 3600);
|
|||
|
|
}
|
|||
|
|
}
|
|||
|
|
if ($activityTs !== null && $activityTs >= $prevPeriodStart && $activityTs < $periodStart) {
|
|||
|
|
$customers[$customerNo]['closed_prev']++;
|
|||
|
|
}
|
|||
|
|
if ($createdTs !== null && $createdTs >= $periodStart) {
|
|||
|
|
$customers[$customerNo]['created_current']++;
|
|||
|
|
}
|
|||
|
|
if ($createdTs !== null && $createdTs >= $prevPeriodStart && $createdTs < $periodStart) {
|
|||
|
|
$customers[$customerNo]['created_prev']++;
|
|||
|
|
}
|
|||
|
|
} else {
|
|||
|
|
$customers[$customerNo]['open']++;
|
|||
|
|
|
|||
|
|
if ($createdTs !== null && $createdTs >= $periodStart) {
|
|||
|
|
$customers[$customerNo]['created_current']++;
|
|||
|
|
}
|
|||
|
|
if ($createdTs !== null && $createdTs >= $prevPeriodStart && $createdTs < $periodStart) {
|
|||
|
|
$customers[$customerNo]['created_prev']++;
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
// Critical: open > 48h
|
|||
|
|
if ($activityTs !== null) {
|
|||
|
|
$ageHours = intdiv(max(0, $nowTs - $activityTs), 3600);
|
|||
|
|
if ($ageHours > 48) {
|
|||
|
|
$customers[$customerNo]['critical']++;
|
|||
|
|
}
|
|||
|
|
if ($ageHours > $customers[$customerNo]['oldest_open_age_hours']) {
|
|||
|
|
$customers[$customerNo]['oldest_open_age_hours'] = $ageHours;
|
|||
|
|
}
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
// SLA overdue check
|
|||
|
|
$escalationCode = trim((string) ($ticket['Escalation_Code'] ?? ''));
|
|||
|
|
if ($escalationCode !== '' && $createdTs !== null && isset($slaTargets[$escalationCode])) {
|
|||
|
|
$elapsed = $nowTs - $createdTs;
|
|||
|
|
if ($elapsed > $slaTargets[$escalationCode]) {
|
|||
|
|
$customers[$customerNo]['sla_overdue_count']++;
|
|||
|
|
}
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
// Collect open ticket info for detail dialog
|
|||
|
|
$customers[$customerNo]['open_tickets'][] = [
|
|||
|
|
'no' => trim((string) ($ticket['No'] ?? '')),
|
|||
|
|
'state' => $state,
|
|||
|
|
'age_hours' => $activityTs !== null ? intdiv(max(0, $nowTs - $activityTs), 3600) : 0,
|
|||
|
|
'escalation_code' => $escalationCode,
|
|||
|
|
'category' => trim((string) ($ticket['Category_1_Code'] ?? '')),
|
|||
|
|
];
|
|||
|
|
}
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
// Score each customer
|
|||
|
|
$scoredCustomers = [];
|
|||
|
|
$summaryHigh = 0;
|
|||
|
|
$summaryMedium = 0;
|
|||
|
|
$summaryLow = 0;
|
|||
|
|
|
|||
|
|
foreach ($customers as $customerNo => $c) {
|
|||
|
|
$hasActivity = $c['open'] > 0 || $c['created_current'] > 0 || $c['closed_current'] > 0;
|
|||
|
|
if (!$hasActivity) {
|
|||
|
|
continue;
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
$dimensions = self::scoreDimensions($c);
|
|||
|
|
$totalScore = self::computeTotalScore($dimensions);
|
|||
|
|
$level = $totalScore >= self::LEVEL_HIGH ? 'high'
|
|||
|
|
: ($totalScore >= self::LEVEL_MEDIUM ? 'medium' : 'low');
|
|||
|
|
|
|||
|
|
if ($level === 'high') {
|
|||
|
|
$summaryHigh++;
|
|||
|
|
} elseif ($level === 'medium') {
|
|||
|
|
$summaryMedium++;
|
|||
|
|
} else {
|
|||
|
|
$summaryLow++;
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
// Top-3 drivers sorted by weighted contribution
|
|||
|
|
$drivers = $dimensions;
|
|||
|
|
usort($drivers, static fn (array $a, array $b): int => $b['weighted_points'] <=> $a['weighted_points']);
|
|||
|
|
$topDrivers = array_slice($drivers, 0, 3);
|
|||
|
|
|
|||
|
|
// Sort open tickets: critical first, then by age
|
|||
|
|
$openTickets = $c['open_tickets'];
|
|||
|
|
usort($openTickets, static function (array $a, array $b): int {
|
|||
|
|
$aCrit = $a['age_hours'] > 48 ? 1 : 0;
|
|||
|
|
$bCrit = $b['age_hours'] > 48 ? 1 : 0;
|
|||
|
|
if ($aCrit !== $bCrit) {
|
|||
|
|
return $bCrit <=> $aCrit;
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
return $b['age_hours'] <=> $a['age_hours'];
|
|||
|
|
});
|
|||
|
|
|
|||
|
|
$netFlow = $c['created_current'] - $c['closed_current'];
|
|||
|
|
$resolutionMedian = self::median($c['resolution_hours']);
|
|||
|
|
|
|||
|
|
$scoredCustomers[] = [
|
|||
|
|
'customer_no' => $c['customer_no'],
|
|||
|
|
'customer_name' => $c['customer_name'],
|
|||
|
|
'risk_score' => $totalScore,
|
|||
|
|
'risk_level' => $level,
|
|||
|
|
'kpis' => [
|
|||
|
|
'open' => $c['open'],
|
|||
|
|
'critical' => $c['critical'],
|
|||
|
|
'sla_overdue' => $c['sla_overdue_count'],
|
|||
|
|
'net_flow' => $netFlow,
|
|||
|
|
'resolution_median_hours' => $resolutionMedian,
|
|||
|
|
'oldest_open_hours' => $c['oldest_open_age_hours'],
|
|||
|
|
],
|
|||
|
|
'drivers' => $topDrivers,
|
|||
|
|
'dimensions' => $dimensions,
|
|||
|
|
'open_tickets' => array_slice($openTickets, 0, 10),
|
|||
|
|
];
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
// Sort: score desc, sla_overdue desc, open desc, customer_no asc
|
|||
|
|
usort($scoredCustomers, static function (array $a, array $b): int {
|
|||
|
|
if ($a['risk_score'] !== $b['risk_score']) {
|
|||
|
|
return $b['risk_score'] <=> $a['risk_score'];
|
|||
|
|
}
|
|||
|
|
if ($a['kpis']['sla_overdue'] !== $b['kpis']['sla_overdue']) {
|
|||
|
|
return $b['kpis']['sla_overdue'] <=> $a['kpis']['sla_overdue'];
|
|||
|
|
}
|
|||
|
|
if ($a['kpis']['open'] !== $b['kpis']['open']) {
|
|||
|
|
return $b['kpis']['open'] <=> $a['kpis']['open'];
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
return strcmp($a['customer_no'], $b['customer_no']);
|
|||
|
|
});
|
|||
|
|
|
|||
|
|
return [
|
|||
|
|
'summary' => [
|
|||
|
|
'total' => count($scoredCustomers),
|
|||
|
|
'high' => $summaryHigh,
|
|||
|
|
'medium' => $summaryMedium,
|
|||
|
|
'low' => $summaryLow,
|
|||
|
|
],
|
|||
|
|
'customers' => $scoredCustomers,
|
|||
|
|
'meta' => [
|
|||
|
|
'period_days' => $periodDays,
|
|||
|
|
'tickets_total' => count($tickets),
|
|||
|
|
'truncated' => $truncated,
|
|||
|
|
'confidence' => $truncated ? 'medium' : 'high',
|
|||
|
|
],
|
|||
|
|
];
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
/**
|
|||
|
|
* Score all five dimensions for a single customer.
|
|||
|
|
*
|
|||
|
|
* @param array<string, mixed> $c Customer aggregate data
|
|||
|
|
* @return array<int, array{id: string, label: string, raw_value: int|float|null, dimension_score: int, weight: int, weighted_points: float}>
|
|||
|
|
*/
|
|||
|
|
private static function scoreDimensions(array $c): array
|
|||
|
|
{
|
|||
|
|
$open = (int) $c['open'];
|
|||
|
|
$critical = (int) $c['critical'];
|
|||
|
|
$netFlow = (int) $c['created_current'] - (int) $c['closed_current'];
|
|||
|
|
$slaOverdue = (int) $c['sla_overdue_count'];
|
|||
|
|
$resolutionMedian = self::median($c['resolution_hours']);
|
|||
|
|
$oldestAge = (int) $c['oldest_open_age_hours'];
|
|||
|
|
|
|||
|
|
// 1. Open Pressure: min(100, open*8 + critical*18)
|
|||
|
|
$openScore = min(100, $open * 8 + $critical * 18);
|
|||
|
|
|
|||
|
|
// 2. Trend (net flow): <=0:0, 1-2:35, 3-5:70, >=6:100
|
|||
|
|
$trendScore = match (true) {
|
|||
|
|
$netFlow <= 0 => 0,
|
|||
|
|
$netFlow <= 2 => 35,
|
|||
|
|
$netFlow <= 5 => 70,
|
|||
|
|
default => 100,
|
|||
|
|
};
|
|||
|
|
|
|||
|
|
// 3. SLA Overdue: 0:0, 1:50, 2:75, >=3:100
|
|||
|
|
$slaScore = match (true) {
|
|||
|
|
$slaOverdue === 0 => 0,
|
|||
|
|
$slaOverdue === 1 => 50,
|
|||
|
|
$slaOverdue === 2 => 75,
|
|||
|
|
default => 100,
|
|||
|
|
};
|
|||
|
|
|
|||
|
|
// 4. Resolution (median hours): null→neutral, <=24:0, 25-48:35, 49-96:70, >96:100
|
|||
|
|
$resolutionScore = null;
|
|||
|
|
if ($resolutionMedian !== null) {
|
|||
|
|
$resolutionScore = match (true) {
|
|||
|
|
$resolutionMedian <= 24 => 0,
|
|||
|
|
$resolutionMedian <= 48 => 35,
|
|||
|
|
$resolutionMedian <= 96 => 70,
|
|||
|
|
default => 100,
|
|||
|
|
};
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
// 5. Inactivity (oldest open): <=24:0, 25-72:35, 73-168:70, >168:100
|
|||
|
|
$inactivityScore = match (true) {
|
|||
|
|
$oldestAge <= 24 => 0,
|
|||
|
|
$oldestAge <= 72 => 35,
|
|||
|
|
$oldestAge <= 168 => 70,
|
|||
|
|
default => 100,
|
|||
|
|
};
|
|||
|
|
|
|||
|
|
$dimensions = [
|
|||
|
|
['id' => 'open_pressure', 'label' => 'Open pressure', 'raw_value' => $open, 'dimension_score' => $openScore, 'weight' => self::W_OPEN_PRESSURE],
|
|||
|
|
['id' => 'trend', 'label' => 'Trend', 'raw_value' => $netFlow, 'dimension_score' => $trendScore, 'weight' => self::W_TREND],
|
|||
|
|
['id' => 'sla_overdue', 'label' => 'SLA overdue', 'raw_value' => $slaOverdue, 'dimension_score' => $slaScore, 'weight' => self::W_SLA_OVERDUE],
|
|||
|
|
['id' => 'resolution', 'label' => 'Resolution time', 'raw_value' => $resolutionMedian, 'dimension_score' => $resolutionScore, 'weight' => self::W_RESOLUTION],
|
|||
|
|
['id' => 'inactivity', 'label' => 'Inactivity', 'raw_value' => $oldestAge, 'dimension_score' => $inactivityScore, 'weight' => self::W_INACTIVITY],
|
|||
|
|
];
|
|||
|
|
|
|||
|
|
// Compute weighted points; redistribute resolution weight when null
|
|||
|
|
$effectiveWeightSum = 0;
|
|||
|
|
foreach ($dimensions as $d) {
|
|||
|
|
if ($d['dimension_score'] !== null) {
|
|||
|
|
$effectiveWeightSum += $d['weight'];
|
|||
|
|
}
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
foreach ($dimensions as $i => $d) {
|
|||
|
|
if ($d['dimension_score'] === null) {
|
|||
|
|
$dimensions[$i]['weighted_points'] = 0.0;
|
|||
|
|
} else {
|
|||
|
|
$adjustedWeight = $effectiveWeightSum > 0
|
|||
|
|
? ($d['weight'] / $effectiveWeightSum) * 100
|
|||
|
|
: (float) $d['weight'];
|
|||
|
|
$dimensions[$i]['weighted_points'] = round(($d['dimension_score'] / 100) * $adjustedWeight, 1);
|
|||
|
|
}
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
return $dimensions;
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
/**
|
|||
|
|
* Compute total score from dimensions (sum of weighted points, capped at 100).
|
|||
|
|
*
|
|||
|
|
* @param array<int, array<string, mixed>> $dimensions
|
|||
|
|
*/
|
|||
|
|
private static function computeTotalScore(array $dimensions): int
|
|||
|
|
{
|
|||
|
|
$total = 0.0;
|
|||
|
|
foreach ($dimensions as $d) {
|
|||
|
|
$total += (float) ($d['weighted_points'] ?? 0);
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
return min(100, (int) round($total));
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
/**
|
|||
|
|
* @param array<int, array<string, mixed>> $escalationDefs
|
|||
|
|
* @return array<string, int> Code → target seconds
|
|||
|
|
*/
|
|||
|
|
private static function buildSlaTargetMap(array $escalationDefs): array
|
|||
|
|
{
|
|||
|
|
$map = [];
|
|||
|
|
foreach ($escalationDefs as $def) {
|
|||
|
|
$code = trim((string) ($def['Code'] ?? ''));
|
|||
|
|
$targetTime = trim((string) ($def['Target_Time'] ?? ''));
|
|||
|
|
if ($code === '' || $targetTime === '') {
|
|||
|
|
continue;
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
$seconds = self::parseIsoDuration($targetTime);
|
|||
|
|
if ($seconds !== null && $seconds > 0) {
|
|||
|
|
$map[$code] = $seconds;
|
|||
|
|
}
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
return $map;
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
private static function parseIsoDuration(string $value): ?int
|
|||
|
|
{
|
|||
|
|
$value = strtoupper(trim($value));
|
|||
|
|
if ($value === '' || !str_starts_with($value, 'P')) {
|
|||
|
|
return null;
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
if (!preg_match('/^P(?:(\d+)D)?(?:T(?:(\d+)H)?(?:(\d+)M)?(?:(\d+(?:\.\d+)?)S)?)?$/', $value, $m)) {
|
|||
|
|
return null;
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
$days = isset($m[1]) && $m[1] !== '' ? (int) $m[1] : 0;
|
|||
|
|
$hours = isset($m[2]) && $m[2] !== '' ? (int) $m[2] : 0;
|
|||
|
|
$minutes = isset($m[3]) && $m[3] !== '' ? (int) $m[3] : 0;
|
|||
|
|
$seconds = isset($m[4]) && $m[4] !== '' ? (int) floor((float) $m[4]) : 0;
|
|||
|
|
|
|||
|
|
return ($days * 86400) + ($hours * 3600) + ($minutes * 60) + $seconds;
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
/**
|
|||
|
|
* @param array<int, int> $values
|
|||
|
|
*/
|
|||
|
|
private static function median(array $values): ?float
|
|||
|
|
{
|
|||
|
|
if ($values === []) {
|
|||
|
|
return null;
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
sort($values);
|
|||
|
|
$count = count($values);
|
|||
|
|
$mid = intdiv($count, 2);
|
|||
|
|
|
|||
|
|
return $count % 2 === 0
|
|||
|
|
? round(($values[$mid - 1] + $values[$mid]) / 2, 1)
|
|||
|
|
: (float) $values[$mid];
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
private static function parseTimestamp(string $value): ?int
|
|||
|
|
{
|
|||
|
|
$value = trim($value);
|
|||
|
|
if ($value === '' || str_starts_with($value, '0001-01-01')) {
|
|||
|
|
return null;
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
$ts = strtotime($value);
|
|||
|
|
|
|||
|
|
return is_int($ts) ? $ts : null;
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
/**
|
|||
|
|
* @param array<string, mixed> $ticket
|
|||
|
|
*/
|
|||
|
|
private static function resolveActivityTimestamp(array $ticket): ?int
|
|||
|
|
{
|
|||
|
|
$lastActivity = trim((string) ($ticket['Last_Activity_Date'] ?? ''));
|
|||
|
|
if ($lastActivity !== '' && !str_starts_with($lastActivity, '0001-01-01')) {
|
|||
|
|
$ts = strtotime($lastActivity);
|
|||
|
|
if (is_int($ts)) {
|
|||
|
|
return $ts;
|
|||
|
|
}
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
return self::parseTimestamp((string) ($ticket['Created_On'] ?? ''));
|
|||
|
|
}
|
|||
|
|
}
|