feat(helpdesk): add Risk Radar dashboard with customer risk scoring
New portfolio view scoring customers 0-100 across five dimensions: - Open pressure (30%): open + critical ticket count - Trend (25%): net ticket flow (created - closed) in period - SLA overdue (20%): tickets exceeding escalation targets - Resolution time (15%): median hours to close (null = neutral) - Inactivity (10%): age of oldest open ticket Card grid with score badges (color-coded high/medium/low), metric pills, driver bars. Click opens detail dialog with all dimensions and open ticket list. Clientside search filter. PBI_LV_Tickets with client-driven paging ($skip/$top, hardcap 5000). Escalation definitions cached separately (30min TTL). Truncated banner when data is capped. New: RiskRadarService, getTicketsForRiskRadar(), 13 PHPUnit tests, permission helpdesk.risk-radar.view, 2 routes, i18n de+en. Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
This commit is contained in:
@@ -1551,7 +1551,7 @@ JOIN permissions p ON p.`key` IN (
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'mail_log.view', 'api_audit.view', 'system_audit.view', 'system_audit.purge',
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'stats.view', 'system_info.view',
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'roles.assign_all',
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'helpdesk.access', 'helpdesk.settings.manage', 'helpdesk.team-workload.view'
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'helpdesk.access', 'helpdesk.settings.manage', 'helpdesk.team-workload.view', 'helpdesk.risk-radar.view'
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)
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WHERE r.description IN ('Admin', 'Administrator') OR r.id = 1
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ON DUPLICATE KEY UPDATE role_id = role_id;
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9
db/updates/2026-04-06-helpdesk-risk-radar-permission.sql
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9
db/updates/2026-04-06-helpdesk-risk-radar-permission.sql
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@@ -0,0 +1,9 @@
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-- Helpdesk module: assign risk radar permission to Admin role.
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-- Idempotent: safe to run multiple times.
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INSERT INTO `role_permissions` (`role_id`, `permission_id`, `created`)
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SELECT r.id, p.id, NOW()
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FROM roles r
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JOIN permissions p ON p.`key` = 'helpdesk.risk-radar.view'
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WHERE r.description IN ('Admin', 'Administrator') OR r.id = 1
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ON DUPLICATE KEY UPDATE role_id = role_id;
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@@ -305,5 +305,23 @@
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"trend_tooltip_up": "Mehr Tickets erhalten als gelöst im Zeitraum — Rückstau wächst.",
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"trend_tooltip_down": "Mehr Tickets gelöst als erhalten im Zeitraum — Rückstau wird abgebaut.",
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"Download file": "Datei herunterladen",
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"Trend based on last {days} days": "Trend basiert auf den letzten {days} Tagen"
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"Trend based on last {days} days": "Trend basiert auf den letzten {days} Tagen",
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"Trend": "Trend",
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"Risk radar": "Risiko-Radar",
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"Risk score": "Risiko-Score",
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"High risk": "Hohes Risiko",
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"Medium risk": "Mittleres Risiko",
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"Low risk": "Niedriges Risiko",
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"SLA overdue": "SLA überfällig",
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"Net flow": "Netto-Zufluss",
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"Open pressure": "Offene Tickets",
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"Inactivity": "Inaktivität",
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"No risk data available.": "Keine Risikodaten verfügbar.",
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"Could not load risk radar.": "Risiko-Radar konnte nicht geladen werden.",
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"Data may be incomplete. Not all tickets could be loaded.": "Daten möglicherweise unvollständig. Nicht alle Tickets konnten geladen werden.",
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"Why at risk": "Warum kritisch",
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"open": "offen",
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"overdue": "überfällig",
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"net": "netto",
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"Search customers...": "Kunden suchen..."
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}
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@@ -305,5 +305,23 @@
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"trend_tooltip_up": "More tickets received than resolved in the period — backlog is growing.",
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"trend_tooltip_down": "More tickets resolved than received in the period — backlog is shrinking.",
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"Download file": "Download file",
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"Trend based on last {days} days": "Trend based on last {days} days"
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"Trend based on last {days} days": "Trend based on last {days} days",
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"Trend": "Trend",
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"Risk radar": "Risk radar",
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"Risk score": "Risk score",
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"High risk": "High risk",
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"Medium risk": "Medium risk",
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"Low risk": "Low risk",
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"SLA overdue": "SLA overdue",
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"Net flow": "Net flow",
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"Open pressure": "Open pressure",
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"Inactivity": "Inactivity",
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"No risk data available.": "No risk data available.",
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"Could not load risk radar.": "Could not load risk radar.",
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"Data may be incomplete. Not all tickets could be loaded.": "Data may be incomplete. Not all tickets could be loaded.",
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"Why at risk": "Why at risk",
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"open": "open",
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"overdue": "overdue",
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"net": "net",
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"Search customers...": "Search customers..."
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}
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@@ -11,10 +11,12 @@ final class HelpdeskAuthorizationPolicy implements AuthorizationPolicyInterface
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public const ABILITY_ACCESS = 'helpdesk.access';
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public const ABILITY_SETTINGS_MANAGE = 'helpdesk.settings.manage';
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public const ABILITY_TEAM_WORKLOAD = 'helpdesk.team-workload.view';
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public const ABILITY_RISK_RADAR = 'helpdesk.risk-radar.view';
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public const PERMISSION_ACCESS = 'helpdesk.access';
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public const PERMISSION_SETTINGS_MANAGE = 'helpdesk.settings.manage';
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public const PERMISSION_TEAM_WORKLOAD = 'helpdesk.team-workload.view';
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public const PERMISSION_RISK_RADAR = 'helpdesk.risk-radar.view';
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public function __construct(
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private readonly PermissionService $permissionService
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@@ -23,7 +25,7 @@ final class HelpdeskAuthorizationPolicy implements AuthorizationPolicyInterface
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public function supports(string $ability): bool
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{
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return in_array($ability, [self::ABILITY_ACCESS, self::ABILITY_SETTINGS_MANAGE, self::ABILITY_TEAM_WORKLOAD], true);
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return in_array($ability, [self::ABILITY_ACCESS, self::ABILITY_SETTINGS_MANAGE, self::ABILITY_TEAM_WORKLOAD, self::ABILITY_RISK_RADAR], true);
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}
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public function authorize(string $ability, array $context = []): AuthorizationDecision
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@@ -37,6 +39,7 @@ final class HelpdeskAuthorizationPolicy implements AuthorizationPolicyInterface
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self::ABILITY_ACCESS => self::PERMISSION_ACCESS,
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self::ABILITY_SETTINGS_MANAGE => self::PERMISSION_SETTINGS_MANAGE,
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self::ABILITY_TEAM_WORKLOAD => self::PERMISSION_TEAM_WORKLOAD,
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self::ABILITY_RISK_RADAR => self::PERMISSION_RISK_RADAR,
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default => null,
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};
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@@ -20,14 +20,17 @@ final class HelpdeskLayoutProvider implements LayoutContextProvider
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$actorContext = ['actor_user_id' => $userId];
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$canManageSettings = $authorizationService->authorize('helpdesk.settings.manage', $actorContext)->isAllowed();
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$canViewTeam = $authorizationService->authorize('helpdesk.team-workload.view', $actorContext)->isAllowed();
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$canViewRiskRadar = $authorizationService->authorize('helpdesk.risk-radar.view', $actorContext)->isAllowed();
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} catch (\Throwable) {
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$canManageSettings = false;
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$canViewTeam = false;
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$canViewRiskRadar = false;
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}
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return ['helpdesk.nav' => [
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'can_manage_settings' => $canManageSettings,
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'can_view_team' => $canViewTeam,
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'can_view_risk_radar' => $canViewRiskRadar,
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]];
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}
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}
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@@ -611,6 +611,56 @@ class BcODataGateway
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return $this->extractODataValues($response);
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}
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/**
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* Get tickets across all customers for risk radar aggregation.
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*
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* Uses PBI_LV_Tickets with client-driven paging ($skip/$top).
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* Hardcap: 5000 rows (10 pages × 500 per page).
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*
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* @return array{tickets: array<int, array<string, mixed>>, truncated: bool}
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*/
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public function getTicketsForRiskRadar(): array
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{
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$pageSize = 500;
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$maxPages = 10;
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$select = 'No,Customer_No,Cust_Name,Escalation_Code,Created_On,Last_Activity_Date,Process_Stage,Ticket_State,Support_User_Name,Category_1_Code,Process_Code';
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$allTickets = [];
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$truncated = false;
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for ($page = 0; $page < $maxPages; $page++) {
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$skip = $page * $pageSize;
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$url = $this->settingsGateway->buildEntityUrl(self::ENTITY_TICKETS_LV)
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. '?$top=' . $pageSize
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. '&$skip=' . $skip
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. '&$select=' . rawurlencode($select)
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. '&$orderby=' . rawurlencode('Created_On desc');
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$response = $this->request('GET', $url);
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if ($response === null) {
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break;
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}
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$rows = $this->extractODataValues($response);
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if ($rows === []) {
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break;
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}
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foreach ($rows as $row) {
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$allTickets[] = $row;
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}
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if (count($rows) < $pageSize) {
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break;
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}
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if ($page === $maxPages - 1) {
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$truncated = true;
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}
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}
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return ['tickets' => $allTickets, 'truncated' => $truncated];
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}
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/**
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* Get contracts for a customer by customer number.
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*
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@@ -87,6 +87,11 @@ final class DebitorCacheControl
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return 'module.helpdesk.team.v1.workload.' . $tenantScope;
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}
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public static function riskRadarKey(string $tenantScope, int $periodDays): string
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{
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return 'module.helpdesk.risk-radar.v1.' . $tenantScope . '.' . $periodDays;
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}
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/**
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* @return array<int, string>
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*/
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@@ -0,0 +1,417 @@
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<?php
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namespace MintyPHP\Module\Helpdesk\Service;
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/**
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* Risk Radar scoring engine — aggregates tickets per customer and computes
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* a 0–100 risk score from five weighted dimensions.
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*/
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final class RiskRadarService
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{
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// --- Score weights (must sum to 100) ---
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private const W_OPEN_PRESSURE = 30;
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private const W_TREND = 25;
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private const W_SLA_OVERDUE = 20;
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private const W_RESOLUTION = 15;
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private const W_INACTIVITY = 10;
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// --- Level thresholds ---
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private const LEVEL_HIGH = 70;
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private const LEVEL_MEDIUM = 40;
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private const CLOSED_STATES = ['Erledigt', 'Resolved', 'Closed', 'Geschlossen'];
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/**
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* Build the complete risk radar dataset.
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*
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* @param array<int, array<string, mixed>> $tickets Raw OData tickets
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* @param array<int, array<string, mixed>> $escalationDefs Escalation definitions with Code + Target_Time
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* @param int $periodDays One of 30, 90, 180, 365
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* @param bool $truncated Whether the ticket set was capped
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*
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* @return array{summary: array<string, int>, customers: array<int, array<string, mixed>>, meta: array<string, mixed>}
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*/
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public static function buildRiskRadar(
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array $tickets,
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array $escalationDefs,
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int $periodDays,
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bool $truncated = false
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): array {
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$nowTs = time();
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$periodStart = $nowTs - ($periodDays * 86400);
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$prevPeriodStart = $periodStart - ($periodDays * 86400);
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// Build escalation target map: Code → seconds
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$slaTargets = self::buildSlaTargetMap($escalationDefs);
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// Aggregate per customer
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$customers = [];
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foreach ($tickets as $ticket) {
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$customerNo = trim((string) ($ticket['Customer_No'] ?? ''));
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if ($customerNo === '') {
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continue;
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}
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if (!isset($customers[$customerNo])) {
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$customers[$customerNo] = [
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'customer_no' => $customerNo,
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'customer_name' => trim((string) ($ticket['Cust_Name'] ?? '')),
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'open' => 0,
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'critical' => 0,
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'created_current' => 0,
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'closed_current' => 0,
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'created_prev' => 0,
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'closed_prev' => 0,
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'sla_overdue_count' => 0,
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'resolution_hours' => [],
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'oldest_open_age_hours' => 0,
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'open_tickets' => [],
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];
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}
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$state = trim((string) ($ticket['Ticket_State'] ?? ''));
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$isClosed = in_array($state, self::CLOSED_STATES, true)
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|| (isset($ticket['Process_Stage']) && (int) $ticket['Process_Stage'] === 40);
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$createdTs = self::parseTimestamp((string) ($ticket['Created_On'] ?? ''));
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$activityTs = self::resolveActivityTimestamp($ticket);
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if ($isClosed) {
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if ($activityTs !== null && $activityTs >= $periodStart) {
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$customers[$customerNo]['closed_current']++;
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if ($createdTs !== null && $activityTs > $createdTs) {
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$customers[$customerNo]['resolution_hours'][] = intdiv($activityTs - $createdTs, 3600);
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}
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}
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if ($activityTs !== null && $activityTs >= $prevPeriodStart && $activityTs < $periodStart) {
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$customers[$customerNo]['closed_prev']++;
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}
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if ($createdTs !== null && $createdTs >= $periodStart) {
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$customers[$customerNo]['created_current']++;
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}
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if ($createdTs !== null && $createdTs >= $prevPeriodStart && $createdTs < $periodStart) {
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$customers[$customerNo]['created_prev']++;
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}
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} else {
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$customers[$customerNo]['open']++;
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if ($createdTs !== null && $createdTs >= $periodStart) {
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$customers[$customerNo]['created_current']++;
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}
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if ($createdTs !== null && $createdTs >= $prevPeriodStart && $createdTs < $periodStart) {
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$customers[$customerNo]['created_prev']++;
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}
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// Critical: open > 48h
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if ($activityTs !== null) {
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$ageHours = intdiv(max(0, $nowTs - $activityTs), 3600);
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if ($ageHours > 48) {
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$customers[$customerNo]['critical']++;
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}
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if ($ageHours > $customers[$customerNo]['oldest_open_age_hours']) {
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$customers[$customerNo]['oldest_open_age_hours'] = $ageHours;
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}
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}
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// SLA overdue check
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$escalationCode = trim((string) ($ticket['Escalation_Code'] ?? ''));
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if ($escalationCode !== '' && $createdTs !== null && isset($slaTargets[$escalationCode])) {
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$elapsed = $nowTs - $createdTs;
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if ($elapsed > $slaTargets[$escalationCode]) {
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$customers[$customerNo]['sla_overdue_count']++;
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}
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}
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// Collect open ticket info for detail dialog
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$customers[$customerNo]['open_tickets'][] = [
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'no' => trim((string) ($ticket['No'] ?? '')),
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'state' => $state,
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'age_hours' => $activityTs !== null ? intdiv(max(0, $nowTs - $activityTs), 3600) : 0,
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'escalation_code' => $escalationCode,
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'category' => trim((string) ($ticket['Category_1_Code'] ?? '')),
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];
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}
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}
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// Score each customer
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$scoredCustomers = [];
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$summaryHigh = 0;
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$summaryMedium = 0;
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$summaryLow = 0;
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foreach ($customers as $customerNo => $c) {
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$hasActivity = $c['open'] > 0 || $c['created_current'] > 0 || $c['closed_current'] > 0;
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if (!$hasActivity) {
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continue;
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}
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$dimensions = self::scoreDimensions($c);
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$totalScore = self::computeTotalScore($dimensions);
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$level = $totalScore >= self::LEVEL_HIGH ? 'high'
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: ($totalScore >= self::LEVEL_MEDIUM ? 'medium' : 'low');
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if ($level === 'high') {
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$summaryHigh++;
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} elseif ($level === 'medium') {
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$summaryMedium++;
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} else {
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$summaryLow++;
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}
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// Top-3 drivers sorted by weighted contribution
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$drivers = $dimensions;
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usort($drivers, static fn (array $a, array $b): int => $b['weighted_points'] <=> $a['weighted_points']);
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$topDrivers = array_slice($drivers, 0, 3);
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// Sort open tickets: critical first, then by age
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$openTickets = $c['open_tickets'];
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usort($openTickets, static function (array $a, array $b): int {
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$aCrit = $a['age_hours'] > 48 ? 1 : 0;
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$bCrit = $b['age_hours'] > 48 ? 1 : 0;
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if ($aCrit !== $bCrit) {
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return $bCrit <=> $aCrit;
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}
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return $b['age_hours'] <=> $a['age_hours'];
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});
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$netFlow = $c['created_current'] - $c['closed_current'];
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$resolutionMedian = self::median($c['resolution_hours']);
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$scoredCustomers[] = [
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'customer_no' => $c['customer_no'],
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'customer_name' => $c['customer_name'],
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'risk_score' => $totalScore,
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'risk_level' => $level,
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'kpis' => [
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'open' => $c['open'],
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'critical' => $c['critical'],
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'sla_overdue' => $c['sla_overdue_count'],
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'net_flow' => $netFlow,
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'resolution_median_hours' => $resolutionMedian,
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'oldest_open_hours' => $c['oldest_open_age_hours'],
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],
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'drivers' => $topDrivers,
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'dimensions' => $dimensions,
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'open_tickets' => array_slice($openTickets, 0, 10),
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];
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}
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// Sort: score desc, sla_overdue desc, open desc, customer_no asc
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usort($scoredCustomers, static function (array $a, array $b): int {
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if ($a['risk_score'] !== $b['risk_score']) {
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return $b['risk_score'] <=> $a['risk_score'];
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}
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if ($a['kpis']['sla_overdue'] !== $b['kpis']['sla_overdue']) {
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return $b['kpis']['sla_overdue'] <=> $a['kpis']['sla_overdue'];
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}
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if ($a['kpis']['open'] !== $b['kpis']['open']) {
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return $b['kpis']['open'] <=> $a['kpis']['open'];
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}
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return strcmp($a['customer_no'], $b['customer_no']);
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});
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return [
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'summary' => [
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'total' => count($scoredCustomers),
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'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'] ?? ''));
|
||||
}
|
||||
}
|
||||
@@ -34,6 +34,8 @@ return [
|
||||
['path' => 'helpdesk/debitor-controlling-dashboard-data', 'target' => 'helpdesk/debitor-controlling-dashboard-data'],
|
||||
['path' => 'helpdesk/team', 'target' => 'helpdesk/team'],
|
||||
['path' => 'helpdesk/team-workload-data', 'target' => 'helpdesk/team-workload-data'],
|
||||
['path' => 'helpdesk/risk-radar', 'target' => 'helpdesk/risk-radar'],
|
||||
['path' => 'helpdesk/risk-radar-data', 'target' => 'helpdesk/risk-radar-data'],
|
||||
],
|
||||
'public_paths' => [],
|
||||
|
||||
@@ -80,6 +82,12 @@ return [
|
||||
'active' => true,
|
||||
'is_system' => true,
|
||||
],
|
||||
[
|
||||
'key' => 'helpdesk.risk-radar.view',
|
||||
'description' => 'View helpdesk risk radar dashboard',
|
||||
'active' => true,
|
||||
'is_system' => true,
|
||||
],
|
||||
],
|
||||
|
||||
'search_resources' => [],
|
||||
|
||||
86
modules/helpdesk/pages/helpdesk/risk-radar-data().php
Normal file
86
modules/helpdesk/pages/helpdesk/risk-radar-data().php
Normal file
@@ -0,0 +1,86 @@
|
||||
<?php
|
||||
|
||||
use MintyPHP\Http\SessionStoreInterface;
|
||||
use MintyPHP\Module\Helpdesk\HelpdeskAuthorizationPolicy;
|
||||
use MintyPHP\Module\Helpdesk\Service\BcODataGateway;
|
||||
use MintyPHP\Module\Helpdesk\Service\DebitorCacheControl;
|
||||
use MintyPHP\Module\Helpdesk\Service\RiskRadarService;
|
||||
use MintyPHP\Router;
|
||||
use MintyPHP\Support\Guard;
|
||||
|
||||
Guard::requireLogin();
|
||||
Guard::requireAbilityOrForbidden(HelpdeskAuthorizationPolicy::ABILITY_RISK_RADAR);
|
||||
|
||||
$request = requestInput();
|
||||
if ($request->method() !== 'GET') {
|
||||
http_response_code(405);
|
||||
Router::json(['ok' => false, 'error' => 'method_not_allowed']);
|
||||
|
||||
return;
|
||||
}
|
||||
|
||||
$periodDays = (int) $request->query('periodDays', '90');
|
||||
$refreshRequested = DebitorCacheControl::parseRefreshFlag($request->query('refresh', ''));
|
||||
|
||||
$allowedPeriods = [30, 90, 180, 365];
|
||||
if (!in_array($periodDays, $allowedPeriods, true)) {
|
||||
$periodDays = 90;
|
||||
}
|
||||
|
||||
$sessionStore = app(SessionStoreInterface::class);
|
||||
$session = $sessionStore->all();
|
||||
$tenantScope = DebitorCacheControl::resolveTenantScope($session);
|
||||
|
||||
$cacheKey = DebitorCacheControl::riskRadarKey($tenantScope, $periodDays);
|
||||
$cacheTtl = DebitorCacheControl::TTL_STANDARD_SECONDS;
|
||||
$cached = $sessionStore->get($cacheKey);
|
||||
$cacheUsed = false;
|
||||
|
||||
if (!$refreshRequested && is_array($cached) && isset($cached['fetched_at']) && (time() - (int) $cached['fetched_at']) < $cacheTtl) {
|
||||
$radar = is_array($cached['radar'] ?? null) ? $cached['radar'] : null;
|
||||
if ($radar !== null) {
|
||||
$radar['meta']['cache_used'] = true;
|
||||
Router::json(array_merge(['ok' => true], $radar));
|
||||
|
||||
return;
|
||||
}
|
||||
}
|
||||
|
||||
if ($refreshRequested) {
|
||||
$sessionStore->remove($cacheKey);
|
||||
}
|
||||
|
||||
$gateway = app(BcODataGateway::class);
|
||||
|
||||
try {
|
||||
$ticketData = $gateway->getTicketsForRiskRadar();
|
||||
} catch (\Throwable) {
|
||||
Router::json(['ok' => false, 'error' => 'Failed to load ticket data']);
|
||||
|
||||
return;
|
||||
}
|
||||
|
||||
$tickets = $ticketData['tickets'] ?? [];
|
||||
$truncated = (bool) ($ticketData['truncated'] ?? false);
|
||||
|
||||
// Load escalation definitions (cached separately with 30min TTL)
|
||||
$escalationDefs = [];
|
||||
try {
|
||||
$escalationDefs = $gateway->getEscalationDefinitions();
|
||||
} catch (\Throwable) {
|
||||
// Continue without — SLA dimension will score 0
|
||||
}
|
||||
|
||||
$radar = RiskRadarService::buildRiskRadar($tickets, $escalationDefs, $periodDays, $truncated);
|
||||
|
||||
$sessionStore->set($cacheKey, [
|
||||
'radar' => $radar,
|
||||
'fetched_at' => time(),
|
||||
]);
|
||||
|
||||
Router::json(array_merge(['ok' => true], $radar, [
|
||||
'meta' => array_merge($radar['meta'], [
|
||||
'cache_used' => false,
|
||||
'cache_bypassed' => $refreshRequested,
|
||||
]),
|
||||
]));
|
||||
16
modules/helpdesk/pages/helpdesk/risk-radar/index().php
Normal file
16
modules/helpdesk/pages/helpdesk/risk-radar/index().php
Normal file
@@ -0,0 +1,16 @@
|
||||
<?php
|
||||
|
||||
use MintyPHP\Buffer;
|
||||
use MintyPHP\Module\Helpdesk\HelpdeskAuthorizationPolicy;
|
||||
use MintyPHP\Support\Guard;
|
||||
|
||||
Guard::requireLogin();
|
||||
Guard::requireAbilityOrForbidden(HelpdeskAuthorizationPolicy::ABILITY_RISK_RADAR);
|
||||
|
||||
Buffer::set('title', t('Risk radar'));
|
||||
Buffer::set('style_groups', json_encode(['helpdesk']));
|
||||
$breadcrumbs = [
|
||||
['label' => t('Home'), 'path' => 'admin'],
|
||||
['label' => t('Helpdesk'), 'path' => 'helpdesk'],
|
||||
['label' => t('Risk radar')],
|
||||
];
|
||||
128
modules/helpdesk/pages/helpdesk/risk-radar/index(default).phtml
Normal file
128
modules/helpdesk/pages/helpdesk/risk-radar/index(default).phtml
Normal file
@@ -0,0 +1,128 @@
|
||||
<?php
|
||||
|
||||
/**
|
||||
* Risk Radar — portfolio view of customer risk scores.
|
||||
*/
|
||||
|
||||
$periods = [30, 90, 180, 365];
|
||||
$periodLabels = [
|
||||
30 => t('30 days'),
|
||||
90 => t('90 days'),
|
||||
180 => t('6 months'),
|
||||
365 => t('1 year'),
|
||||
];
|
||||
?>
|
||||
<div class="app-details-container"
|
||||
data-risk-radar-url="<?php e(lurl('helpdesk/risk-radar-data')); ?>"
|
||||
data-debitor-base-url="<?php e(lurl('helpdesk/debitor/')); ?>"
|
||||
data-label-high="<?php e(t('High risk')); ?>"
|
||||
data-label-medium="<?php e(t('Medium risk')); ?>"
|
||||
data-label-low="<?php e(t('Low risk')); ?>"
|
||||
data-label-error="<?php e(t('Could not load risk radar.')); ?>"
|
||||
data-label-empty="<?php e(t('No risk data available.')); ?>"
|
||||
data-label-truncated="<?php e(t('Data may be incomplete. Not all tickets could be loaded.')); ?>"
|
||||
data-label-sla="<?php e(t('SLA overdue')); ?>"
|
||||
data-label-net-flow="<?php e(t('Net flow')); ?>"
|
||||
data-label-open-pressure="<?php e(t('Open pressure')); ?>"
|
||||
data-label-inactivity="<?php e(t('Inactivity')); ?>"
|
||||
data-label-resolution="<?php e(t('Resolution time')); ?>"
|
||||
data-label-trend="<?php e(t('Trend')); ?>"
|
||||
data-label-why="<?php e(t('Why at risk')); ?>"
|
||||
data-label-open="<?php e(t('open')); ?>"
|
||||
data-label-overdue="<?php e(t('overdue')); ?>"
|
||||
data-label-net="<?php e(t('net')); ?>"
|
||||
data-label-search="<?php e(t('Search customers...')); ?>"
|
||||
data-label-tickets="<?php e(t('Tickets')); ?>"
|
||||
data-label-score="<?php e(t('Risk score')); ?>"
|
||||
>
|
||||
<section>
|
||||
<?php
|
||||
$titlebar = [
|
||||
'title' => t('Risk radar'),
|
||||
'actions' => [
|
||||
[
|
||||
'label' => t('Refresh data'),
|
||||
'type' => 'button',
|
||||
'name' => 'radar-refresh',
|
||||
'class' => 'secondary outline',
|
||||
],
|
||||
],
|
||||
];
|
||||
require templatePath('partials/app-details-titlebar.phtml');
|
||||
require templatePath('partials/app-flash.phtml');
|
||||
?>
|
||||
|
||||
<div class="helpdesk-risk-radar-dashboard">
|
||||
<div class="helpdesk-risk-radar-toolbar">
|
||||
<div class="helpdesk-segment-control" id="radar-period-selector">
|
||||
<?php foreach ($periods as $p): ?>
|
||||
<input type="radio" name="radar-period" id="radar-period-<?php e($p); ?>" value="<?php e($p); ?>"<?php if ($p === 90): ?> checked<?php endif; ?>>
|
||||
<label for="radar-period-<?php e($p); ?>"><?php e($periodLabels[$p]); ?></label>
|
||||
<?php endforeach; ?>
|
||||
</div>
|
||||
<input type="search" id="radar-search" class="helpdesk-risk-radar-search" placeholder="<?php e(t('Search customers...')); ?>" aria-label="<?php e(t('Search customers...')); ?>">
|
||||
</div>
|
||||
|
||||
<div id="radar-loading">
|
||||
<div class="helpdesk-support-metrics">
|
||||
<?php for ($i = 0; $i < 4; $i++): ?>
|
||||
<div class="helpdesk-skeleton-kpi">
|
||||
<div class="helpdesk-skeleton helpdesk-skeleton-kpi-label"></div>
|
||||
<div class="helpdesk-skeleton helpdesk-skeleton-kpi-value"></div>
|
||||
</div>
|
||||
<?php endfor; ?>
|
||||
</div>
|
||||
<div class="helpdesk-risk-radar-grid">
|
||||
<?php for ($i = 0; $i < 6; $i++): ?>
|
||||
<div class="helpdesk-skeleton" style="height: 10rem; border-radius: var(--app-radius, 0.375rem);"></div>
|
||||
<?php endfor; ?>
|
||||
</div>
|
||||
</div>
|
||||
|
||||
<div id="radar-error" class="notice" data-variant="error" role="alert" hidden>
|
||||
<p><?php e(t('Could not load risk radar.')); ?></p>
|
||||
</div>
|
||||
|
||||
<div id="radar-empty" class="notice" data-variant="info" role="status" hidden>
|
||||
<p><?php e(t('No risk data available.')); ?></p>
|
||||
</div>
|
||||
|
||||
<div id="radar-truncated" class="notice" data-variant="warning" role="status" hidden>
|
||||
<p><?php e(t('Data may be incomplete. Not all tickets could be loaded.')); ?></p>
|
||||
</div>
|
||||
|
||||
<div id="radar-content" hidden>
|
||||
<div class="helpdesk-support-metrics" id="radar-kpis">
|
||||
<article class="helpdesk-support-metric">
|
||||
<p class="helpdesk-support-metric-label"><?php e(t('Customers')); ?></p>
|
||||
<p class="helpdesk-support-metric-value" id="radar-kpi-total">—</p>
|
||||
</article>
|
||||
<article class="helpdesk-support-metric">
|
||||
<p class="helpdesk-support-metric-label"><?php e(t('High risk')); ?></p>
|
||||
<p class="helpdesk-support-metric-value" id="radar-kpi-high">—</p>
|
||||
</article>
|
||||
<article class="helpdesk-support-metric">
|
||||
<p class="helpdesk-support-metric-label"><?php e(t('Medium risk')); ?></p>
|
||||
<p class="helpdesk-support-metric-value" id="radar-kpi-medium">—</p>
|
||||
</article>
|
||||
<article class="helpdesk-support-metric">
|
||||
<p class="helpdesk-support-metric-label"><?php e(t('Low risk')); ?></p>
|
||||
<p class="helpdesk-support-metric-value" id="radar-kpi-low">—</p>
|
||||
</article>
|
||||
</div>
|
||||
|
||||
<div id="radar-cards" class="helpdesk-risk-radar-grid"></div>
|
||||
</div>
|
||||
|
||||
<dialog id="radar-detail-dialog" class="app-dialog-lg">
|
||||
<div class="app-dialog-header">
|
||||
<h2 id="radar-detail-title"></h2>
|
||||
<button type="button" class="app-dialog-close" aria-label="<?php e(t('Close')); ?>">×</button>
|
||||
</div>
|
||||
<div id="radar-detail-body" class="app-dialog-body"></div>
|
||||
</dialog>
|
||||
</div>
|
||||
</section>
|
||||
</div>
|
||||
|
||||
<script type="module" src="<?php e(assetVersion('modules/helpdesk/js/helpdesk-risk-radar.js')); ?>"></script>
|
||||
@@ -4,11 +4,13 @@ $layoutNav = is_array($layoutNav ?? null) ? $layoutNav : [];
|
||||
$helpdeskNav = is_array($layoutNav['helpdesk.nav'] ?? null) ? $layoutNav['helpdesk.nav'] : [];
|
||||
$canManageSettings = !empty($helpdeskNav['can_manage_settings']);
|
||||
$canViewTeam = !empty($helpdeskNav['can_view_team']);
|
||||
$canViewRiskRadar = !empty($helpdeskNav['can_view_risk_radar']);
|
||||
|
||||
$settingsActive = navActive('helpdesk/settings', true);
|
||||
$teamActive = navActive('helpdesk/team', true);
|
||||
$riskRadarActive = navActive('helpdesk/risk-radar', true);
|
||||
$customersActive = navActive('helpdesk', true);
|
||||
if ($settingsActive['isActive'] || $teamActive['isActive']) {
|
||||
if ($settingsActive['isActive'] || $teamActive['isActive'] || $riskRadarActive['isActive']) {
|
||||
$customersActive = ['class' => '', 'aria' => '', 'isActive' => false];
|
||||
}
|
||||
|
||||
@@ -25,6 +27,12 @@ $helpdeskNavItems = [
|
||||
'active' => $teamActive,
|
||||
'visible' => $canViewTeam,
|
||||
],
|
||||
[
|
||||
'label' => t('Risk radar'),
|
||||
'path' => 'helpdesk/risk-radar',
|
||||
'active' => $riskRadarActive,
|
||||
'visible' => $canViewRiskRadar,
|
||||
],
|
||||
[
|
||||
'label' => t('Settings'),
|
||||
'path' => 'helpdesk/settings',
|
||||
|
||||
@@ -0,0 +1,224 @@
|
||||
<?php
|
||||
|
||||
namespace MintyPHP\Tests\Module\Helpdesk\Service;
|
||||
|
||||
use MintyPHP\Module\Helpdesk\Service\RiskRadarService;
|
||||
use PHPUnit\Framework\TestCase;
|
||||
|
||||
class RiskRadarServiceTest extends TestCase
|
||||
{
|
||||
private static function ticket(
|
||||
string $no,
|
||||
string $customerNo,
|
||||
string $customerName,
|
||||
int $createdHoursAgo,
|
||||
bool $closed = false,
|
||||
string $escalationCode = '',
|
||||
int $resolutionHours = 0
|
||||
): array {
|
||||
$now = time();
|
||||
$createdTs = $now - ($createdHoursAgo * 3600);
|
||||
$activityTs = $closed ? $createdTs + ($resolutionHours * 3600) : $createdTs;
|
||||
|
||||
return [
|
||||
'No' => $no,
|
||||
'Customer_No' => $customerNo,
|
||||
'Cust_Name' => $customerName,
|
||||
'Escalation_Code' => $escalationCode,
|
||||
'Created_On' => gmdate('Y-m-d\TH:i:s\Z', $createdTs),
|
||||
'Last_Activity_Date' => gmdate('Y-m-d\TH:i:s\Z', $activityTs),
|
||||
'Process_Stage' => $closed ? 40 : 10,
|
||||
'Ticket_State' => $closed ? 'Geschlossen' : 'Offen',
|
||||
'Support_User_Name' => 'NKS',
|
||||
'Category_1_Code' => 'FEHLER',
|
||||
'Process_Code' => 'NORMAL',
|
||||
];
|
||||
}
|
||||
|
||||
public function testEmptyTicketsReturnsEmptyResult(): void
|
||||
{
|
||||
$result = RiskRadarService::buildRiskRadar([], [], 90);
|
||||
|
||||
$this->assertSame(0, $result['summary']['total']);
|
||||
$this->assertSame([], $result['customers']);
|
||||
}
|
||||
|
||||
public function testSkipsTicketsWithoutCustomerNo(): void
|
||||
{
|
||||
$tickets = [
|
||||
self::ticket('T1', '', 'No Customer', 10),
|
||||
self::ticket('T2', '10610', 'Valid Customer', 10),
|
||||
];
|
||||
|
||||
$result = RiskRadarService::buildRiskRadar($tickets, [], 90);
|
||||
|
||||
$this->assertSame(1, $result['summary']['total']);
|
||||
$this->assertSame('10610', $result['customers'][0]['customer_no']);
|
||||
}
|
||||
|
||||
public function testAggregatesPerCustomerNo(): void
|
||||
{
|
||||
$tickets = [
|
||||
self::ticket('T1', '10610', 'Kunde A', 10),
|
||||
self::ticket('T2', '10610', 'Kunde A', 20),
|
||||
self::ticket('T3', '10620', 'Kunde B', 5),
|
||||
];
|
||||
|
||||
$result = RiskRadarService::buildRiskRadar($tickets, [], 90);
|
||||
|
||||
$this->assertSame(2, $result['summary']['total']);
|
||||
$customerNos = array_column($result['customers'], 'customer_no');
|
||||
$this->assertContains('10610', $customerNos);
|
||||
$this->assertContains('10620', $customerNos);
|
||||
|
||||
$kundeA = $result['customers'][array_search('10610', $customerNos)];
|
||||
$this->assertSame(2, $kundeA['kpis']['open']);
|
||||
}
|
||||
|
||||
public function testHighRiskLevel(): void
|
||||
{
|
||||
// Many open + critical tickets → high score
|
||||
$tickets = [];
|
||||
for ($i = 0; $i < 10; $i++) {
|
||||
$tickets[] = self::ticket('T' . $i, '10610', 'Stressed', 100); // all >48h → critical
|
||||
}
|
||||
|
||||
$result = RiskRadarService::buildRiskRadar($tickets, [], 90);
|
||||
|
||||
$this->assertSame('high', $result['customers'][0]['risk_level']);
|
||||
$this->assertGreaterThanOrEqual(70, $result['customers'][0]['risk_score']);
|
||||
}
|
||||
|
||||
public function testLowRiskLevel(): void
|
||||
{
|
||||
// One recently closed ticket, one just opened
|
||||
$tickets = [
|
||||
self::ticket('T1', '10610', 'Calm', 2),
|
||||
self::ticket('T2', '10610', 'Calm', 10, true, '', 2),
|
||||
];
|
||||
|
||||
$result = RiskRadarService::buildRiskRadar($tickets, [], 90);
|
||||
|
||||
$this->assertSame('low', $result['customers'][0]['risk_level']);
|
||||
$this->assertLessThan(40, $result['customers'][0]['risk_score']);
|
||||
}
|
||||
|
||||
public function testSlaOverdueDetection(): void
|
||||
{
|
||||
$escalationDefs = [
|
||||
['Code' => 'MAX', 'Target_Time' => 'PT2H', 'No_of_Escalation_Level' => 1],
|
||||
];
|
||||
|
||||
// Ticket created 10h ago with MAX escalation, target 2h → overdue
|
||||
$tickets = [
|
||||
self::ticket('T1', '10610', 'SLA Breach', 10, false, 'MAX'),
|
||||
];
|
||||
|
||||
$result = RiskRadarService::buildRiskRadar($tickets, $escalationDefs, 90);
|
||||
|
||||
$this->assertSame(1, $result['customers'][0]['kpis']['sla_overdue']);
|
||||
}
|
||||
|
||||
public function testSlaNotOverdueWhenWithinTarget(): void
|
||||
{
|
||||
$escalationDefs = [
|
||||
['Code' => 'NORMAL', 'Target_Time' => 'P30D', 'No_of_Escalation_Level' => 1],
|
||||
];
|
||||
|
||||
$tickets = [
|
||||
self::ticket('T1', '10610', 'Within SLA', 10, false, 'NORMAL'),
|
||||
];
|
||||
|
||||
$result = RiskRadarService::buildRiskRadar($tickets, $escalationDefs, 90);
|
||||
|
||||
$this->assertSame(0, $result['customers'][0]['kpis']['sla_overdue']);
|
||||
}
|
||||
|
||||
public function testResolutionMedian(): void
|
||||
{
|
||||
$tickets = [
|
||||
self::ticket('T1', '10610', 'Fast', 100, true, '', 10),
|
||||
self::ticket('T2', '10610', 'Fast', 100, true, '', 20),
|
||||
self::ticket('T3', '10610', 'Fast', 100, true, '', 30),
|
||||
self::ticket('T4', '10610', 'Fast', 5), // one open
|
||||
];
|
||||
|
||||
$result = RiskRadarService::buildRiskRadar($tickets, [], 90);
|
||||
|
||||
$this->assertSame(20.0, $result['customers'][0]['kpis']['resolution_median_hours']);
|
||||
}
|
||||
|
||||
public function testResolutionNullRedistributesWeight(): void
|
||||
{
|
||||
// Only open tickets, no closed → resolution is null
|
||||
$tickets = [
|
||||
self::ticket('T1', '10610', 'Open Only', 10),
|
||||
];
|
||||
|
||||
$result = RiskRadarService::buildRiskRadar($tickets, [], 90);
|
||||
|
||||
$customer = $result['customers'][0];
|
||||
$resolutionDim = null;
|
||||
foreach ($customer['dimensions'] as $d) {
|
||||
if ($d['id'] === 'resolution') {
|
||||
$resolutionDim = $d;
|
||||
}
|
||||
}
|
||||
|
||||
$this->assertNotNull($resolutionDim);
|
||||
$this->assertNull($resolutionDim['dimension_score']);
|
||||
$this->assertSame(0.0, $resolutionDim['weighted_points']);
|
||||
}
|
||||
|
||||
public function testTruncatedFlagPassthrough(): void
|
||||
{
|
||||
$tickets = [self::ticket('T1', '10610', 'Any', 5)];
|
||||
|
||||
$result = RiskRadarService::buildRiskRadar($tickets, [], 90, true);
|
||||
|
||||
$this->assertTrue($result['meta']['truncated']);
|
||||
$this->assertSame('medium', $result['meta']['confidence']);
|
||||
}
|
||||
|
||||
public function testSortsByScoreDescending(): void
|
||||
{
|
||||
$tickets = [
|
||||
self::ticket('T1', '10610', 'Low Risk', 2),
|
||||
self::ticket('T2', '10620', 'High Risk', 100),
|
||||
self::ticket('T3', '10620', 'High Risk', 100),
|
||||
self::ticket('T4', '10620', 'High Risk', 100),
|
||||
];
|
||||
|
||||
$result = RiskRadarService::buildRiskRadar($tickets, [], 90);
|
||||
|
||||
$this->assertSame('10620', $result['customers'][0]['customer_no']);
|
||||
$this->assertSame('10610', $result['customers'][1]['customer_no']);
|
||||
}
|
||||
|
||||
public function testTopDriversSortedByWeightedPoints(): void
|
||||
{
|
||||
$tickets = [];
|
||||
for ($i = 0; $i < 8; $i++) {
|
||||
$tickets[] = self::ticket('T' . $i, '10610', 'Heavy', 200);
|
||||
}
|
||||
|
||||
$result = RiskRadarService::buildRiskRadar($tickets, [], 90);
|
||||
|
||||
$drivers = $result['customers'][0]['drivers'];
|
||||
$this->assertCount(3, $drivers);
|
||||
$this->assertGreaterThanOrEqual($drivers[1]['weighted_points'], $drivers[0]['weighted_points']);
|
||||
}
|
||||
|
||||
public function testExcludesInactiveCustomers(): void
|
||||
{
|
||||
// Ticket created and closed outside the period window
|
||||
$tickets = [
|
||||
self::ticket('T1', '10610', 'Old', 3000, true, '', 10),
|
||||
];
|
||||
|
||||
$result = RiskRadarService::buildRiskRadar($tickets, [], 30);
|
||||
|
||||
// Customer had no activity in the 30-day window and no open tickets
|
||||
$this->assertSame(0, $result['summary']['total']);
|
||||
}
|
||||
}
|
||||
@@ -520,6 +520,219 @@
|
||||
font-weight: 600;
|
||||
}
|
||||
|
||||
/* --- Risk Radar --- */
|
||||
.helpdesk-risk-radar-toolbar {
|
||||
display: flex;
|
||||
align-items: center;
|
||||
gap: calc(var(--app-spacing) * 0.75);
|
||||
flex-wrap: wrap;
|
||||
margin-bottom: calc(var(--app-spacing) * 0.75);
|
||||
}
|
||||
|
||||
.helpdesk-risk-radar-search {
|
||||
flex: 1;
|
||||
min-width: 12rem;
|
||||
max-width: 20rem;
|
||||
}
|
||||
|
||||
.helpdesk-risk-radar-grid {
|
||||
display: grid;
|
||||
grid-template-columns: repeat(auto-fill, minmax(20rem, 1fr));
|
||||
gap: calc(var(--app-spacing) * 0.6);
|
||||
margin-top: calc(var(--app-spacing) * 0.75);
|
||||
}
|
||||
|
||||
.helpdesk-risk-card {
|
||||
border: 1px solid var(--app-muted-border-color);
|
||||
border-radius: var(--app-radius, 0.375rem);
|
||||
padding: calc(var(--app-spacing) * 0.6) calc(var(--app-spacing) * 0.75);
|
||||
transition: border-color 0.15s ease, box-shadow 0.15s ease;
|
||||
cursor: pointer;
|
||||
}
|
||||
|
||||
.helpdesk-risk-card:hover {
|
||||
border-color: var(--app-primary, #0d6efd);
|
||||
box-shadow: 0 1px 4px color-mix(in srgb, var(--app-primary, #0d6efd) 15%, transparent);
|
||||
}
|
||||
|
||||
.helpdesk-risk-card.helpdesk-risk-level-high {
|
||||
border-left: 3px solid var(--app-danger, #dc3545);
|
||||
}
|
||||
|
||||
.helpdesk-risk-card.helpdesk-risk-level-medium {
|
||||
border-left: 3px solid var(--app-warning, #f59e0b);
|
||||
}
|
||||
|
||||
.helpdesk-risk-card.helpdesk-risk-level-low {
|
||||
border-left: 3px solid var(--app-success, #198754);
|
||||
}
|
||||
|
||||
.helpdesk-risk-card-header {
|
||||
display: flex;
|
||||
align-items: center;
|
||||
justify-content: space-between;
|
||||
gap: calc(var(--app-spacing) * 0.5);
|
||||
margin-bottom: calc(var(--app-spacing) * 0.3);
|
||||
}
|
||||
|
||||
.helpdesk-risk-card-name {
|
||||
font-weight: 600;
|
||||
font-size: var(--text-sm, 0.875rem);
|
||||
overflow: hidden;
|
||||
text-overflow: ellipsis;
|
||||
white-space: nowrap;
|
||||
flex: 1;
|
||||
}
|
||||
|
||||
.helpdesk-risk-card-score {
|
||||
font-variant-numeric: tabular-nums;
|
||||
font-weight: 700;
|
||||
font-size: 0.8rem;
|
||||
min-width: 2.2rem;
|
||||
height: 2.2rem;
|
||||
display: flex;
|
||||
align-items: center;
|
||||
justify-content: center;
|
||||
border-radius: 50%;
|
||||
flex-shrink: 0;
|
||||
color: #fff;
|
||||
}
|
||||
|
||||
.helpdesk-risk-card-score.helpdesk-risk-level-high {
|
||||
background: var(--app-danger, #dc3545);
|
||||
}
|
||||
|
||||
.helpdesk-risk-card-score.helpdesk-risk-level-medium {
|
||||
background: var(--app-warning, #f59e0b);
|
||||
}
|
||||
|
||||
.helpdesk-risk-card-score.helpdesk-risk-level-low {
|
||||
background: var(--app-success, #198754);
|
||||
}
|
||||
|
||||
.helpdesk-risk-card-metrics {
|
||||
display: flex;
|
||||
flex-wrap: wrap;
|
||||
gap: calc(var(--app-spacing) * 0.3);
|
||||
margin-bottom: calc(var(--app-spacing) * 0.35);
|
||||
font-size: var(--text-xs, 0.75rem);
|
||||
}
|
||||
|
||||
.helpdesk-risk-card-metric {
|
||||
padding: 0.1em 0.45em;
|
||||
border-radius: var(--app-border-radius, 0.25rem);
|
||||
background: color-mix(in srgb, var(--app-muted-border-color) 40%, transparent);
|
||||
color: var(--app-muted-color);
|
||||
}
|
||||
|
||||
.helpdesk-risk-card-metric-warn {
|
||||
background: color-mix(in srgb, var(--app-warning, #f59e0b) 15%, transparent);
|
||||
color: var(--app-warning, #f59e0b);
|
||||
font-weight: 600;
|
||||
}
|
||||
|
||||
.helpdesk-risk-card-drivers {
|
||||
display: grid;
|
||||
gap: calc(var(--app-spacing) * 0.2);
|
||||
}
|
||||
|
||||
.helpdesk-risk-card-driver {
|
||||
display: flex;
|
||||
align-items: center;
|
||||
gap: calc(var(--app-spacing) * 0.35);
|
||||
font-size: var(--text-xs, 0.75rem);
|
||||
}
|
||||
|
||||
.helpdesk-risk-card-driver-label {
|
||||
min-width: 7ch;
|
||||
color: var(--app-muted-color);
|
||||
flex-shrink: 0;
|
||||
}
|
||||
|
||||
.helpdesk-risk-card-driver-bar {
|
||||
flex: 1;
|
||||
height: 4px;
|
||||
border-radius: 999px;
|
||||
background: color-mix(in srgb, var(--app-muted-border-color) 50%, transparent);
|
||||
}
|
||||
|
||||
.helpdesk-risk-card-driver-fill {
|
||||
height: 100%;
|
||||
border-radius: 999px;
|
||||
background: var(--app-primary, #0d6efd);
|
||||
transition: width 0.3s ease;
|
||||
}
|
||||
|
||||
.helpdesk-risk-detail-dimensions {
|
||||
display: grid;
|
||||
gap: calc(var(--app-spacing) * 0.4);
|
||||
margin-bottom: calc(var(--app-spacing) * 0.75);
|
||||
}
|
||||
|
||||
.helpdesk-risk-detail-dim {
|
||||
display: flex;
|
||||
align-items: center;
|
||||
gap: calc(var(--app-spacing) * 0.5);
|
||||
}
|
||||
|
||||
.helpdesk-risk-detail-dim-label {
|
||||
min-width: 10ch;
|
||||
font-size: var(--text-sm, 0.875rem);
|
||||
font-weight: 500;
|
||||
}
|
||||
|
||||
.helpdesk-risk-detail-dim-value {
|
||||
font-variant-numeric: tabular-nums;
|
||||
font-size: var(--text-sm, 0.875rem);
|
||||
color: var(--app-muted-color);
|
||||
min-width: 5ch;
|
||||
text-align: right;
|
||||
}
|
||||
|
||||
.helpdesk-risk-detail-tickets {
|
||||
width: 100%;
|
||||
font-size: var(--text-sm, 0.875rem);
|
||||
border: 1px solid var(--app-muted-border-color);
|
||||
border-radius: var(--app-radius, 0.375rem);
|
||||
border-spacing: 0;
|
||||
overflow: hidden;
|
||||
margin-bottom: calc(var(--app-spacing) * 0.75);
|
||||
}
|
||||
|
||||
.helpdesk-risk-detail-tickets th {
|
||||
text-align: left;
|
||||
font-weight: 500;
|
||||
color: var(--app-muted-color);
|
||||
padding: calc(var(--app-spacing) * 0.3) calc(var(--app-spacing) * 0.5);
|
||||
border-bottom: 1px solid var(--app-muted-border-color);
|
||||
background: color-mix(in srgb, var(--app-muted-border-color) 20%, transparent);
|
||||
}
|
||||
|
||||
.helpdesk-risk-detail-tickets td {
|
||||
padding: calc(var(--app-spacing) * 0.3) calc(var(--app-spacing) * 0.5);
|
||||
border-bottom: 1px solid color-mix(in srgb, var(--app-muted-border-color) 40%, transparent);
|
||||
}
|
||||
|
||||
.helpdesk-risk-detail-tickets tbody tr:last-child td {
|
||||
border-bottom: none;
|
||||
}
|
||||
|
||||
.helpdesk-risk-detail-ticket-critical td:first-child {
|
||||
color: var(--app-warning, #f59e0b);
|
||||
font-weight: 600;
|
||||
}
|
||||
|
||||
.helpdesk-risk-detail-link {
|
||||
display: inline-block;
|
||||
font-size: var(--text-sm, 0.875rem);
|
||||
color: var(--app-primary, #0d6efd);
|
||||
text-decoration: none;
|
||||
}
|
||||
|
||||
.helpdesk-risk-detail-link:hover {
|
||||
text-decoration: underline;
|
||||
}
|
||||
|
||||
/* Clickable rows — shared between search results and ticket list */
|
||||
.app-clickable-row {
|
||||
cursor: pointer;
|
||||
|
||||
276
modules/helpdesk/web/js/helpdesk-risk-radar.js
Normal file
276
modules/helpdesk/web/js/helpdesk-risk-radar.js
Normal file
@@ -0,0 +1,276 @@
|
||||
/**
|
||||
* Risk Radar — customer portfolio risk view.
|
||||
*/
|
||||
|
||||
const container = document.querySelector('.app-details-container[data-risk-radar-url]');
|
||||
if (container) {
|
||||
const dataUrl = container.dataset.riskRadarUrl;
|
||||
const debitorBaseUrl = container.dataset.debitorBaseUrl || '';
|
||||
const d = (key, fallback) => container.dataset[key] || fallback;
|
||||
|
||||
const elLoading = document.getElementById('radar-loading');
|
||||
const elError = document.getElementById('radar-error');
|
||||
const elEmpty = document.getElementById('radar-empty');
|
||||
const elTruncated = document.getElementById('radar-truncated');
|
||||
const elContent = document.getElementById('radar-content');
|
||||
const elCards = document.getElementById('radar-cards');
|
||||
const elRefresh = container.querySelector('button[name="radar-refresh"]');
|
||||
const periodSelector = document.getElementById('radar-period-selector');
|
||||
const searchInput = document.getElementById('radar-search');
|
||||
const dialog = document.getElementById('radar-detail-dialog');
|
||||
const dialogTitle = document.getElementById('radar-detail-title');
|
||||
const dialogBody = document.getElementById('radar-detail-body');
|
||||
const dialogClose = dialog ? dialog.querySelector('.app-dialog-close') : null;
|
||||
|
||||
let currentPeriod = 90;
|
||||
let lastData = null;
|
||||
|
||||
function showState(state) {
|
||||
if (elLoading) elLoading.hidden = state !== 'loading';
|
||||
if (elError) elError.hidden = state !== 'error';
|
||||
if (elEmpty) elEmpty.hidden = state !== 'empty';
|
||||
if (elContent) elContent.hidden = state !== 'success';
|
||||
}
|
||||
|
||||
function setText(id, value) {
|
||||
const el = document.getElementById(id);
|
||||
if (el) el.textContent = value;
|
||||
}
|
||||
|
||||
function h(tag, cls, text) {
|
||||
const e = document.createElement(tag);
|
||||
if (cls) e.className = cls;
|
||||
if (text !== undefined) e.textContent = text;
|
||||
return e;
|
||||
}
|
||||
|
||||
function levelClass(level) {
|
||||
return 'helpdesk-risk-level-' + level;
|
||||
}
|
||||
|
||||
function formatAge(hours) {
|
||||
if (hours < 24) return hours + 'h';
|
||||
return Math.floor(hours / 24) + 'd';
|
||||
}
|
||||
|
||||
/**
|
||||
* Dimension label lookup from data attributes.
|
||||
*/
|
||||
function dimLabel(id) {
|
||||
const map = {
|
||||
'open_pressure': d('labelOpenPressure', 'Open pressure'),
|
||||
'trend': d('labelTrend', 'Trend'),
|
||||
'sla_overdue': d('labelSla', 'SLA overdue'),
|
||||
'resolution': d('labelResolution', 'Resolution time'),
|
||||
'inactivity': d('labelInactivity', 'Inactivity'),
|
||||
};
|
||||
return map[id] || id;
|
||||
}
|
||||
|
||||
/**
|
||||
* Build a single customer risk card.
|
||||
*/
|
||||
function buildCard(customer) {
|
||||
const card = h('article', 'helpdesk-risk-card ' + levelClass(customer.risk_level));
|
||||
card.setAttribute('aria-label', customer.customer_name || customer.customer_no);
|
||||
|
||||
// Header: name + score badge
|
||||
const header = h('div', 'helpdesk-risk-card-header');
|
||||
const nameEl = h('span', 'helpdesk-risk-card-name', customer.customer_name || customer.customer_no);
|
||||
const scoreBadge = h('span', 'helpdesk-risk-card-score ' + levelClass(customer.risk_level), String(customer.risk_score));
|
||||
scoreBadge.setAttribute('aria-label', d('labelScore', 'Risk score') + ': ' + customer.risk_score);
|
||||
header.appendChild(nameEl);
|
||||
header.appendChild(scoreBadge);
|
||||
card.appendChild(header);
|
||||
|
||||
// Core metrics row
|
||||
const metrics = h('div', 'helpdesk-risk-card-metrics');
|
||||
const kpis = customer.kpis || {};
|
||||
|
||||
if (kpis.sla_overdue > 0) {
|
||||
const m = h('span', 'helpdesk-risk-card-metric helpdesk-risk-card-metric-warn');
|
||||
m.textContent = kpis.sla_overdue + ' ' + d('labelOverdue', 'overdue');
|
||||
metrics.appendChild(m);
|
||||
}
|
||||
if (kpis.critical > 0) {
|
||||
const m = h('span', 'helpdesk-risk-card-metric helpdesk-risk-card-metric-warn');
|
||||
m.textContent = kpis.critical + ' critical';
|
||||
metrics.appendChild(m);
|
||||
}
|
||||
const openM = h('span', 'helpdesk-risk-card-metric');
|
||||
openM.textContent = kpis.open + ' ' + d('labelOpen', 'open');
|
||||
metrics.appendChild(openM);
|
||||
|
||||
if (kpis.net_flow !== 0) {
|
||||
const flowM = h('span', 'helpdesk-risk-card-metric');
|
||||
flowM.textContent = (kpis.net_flow > 0 ? '+' : '') + kpis.net_flow + ' ' + d('labelNet', 'net');
|
||||
if (kpis.net_flow > 0) flowM.classList.add('helpdesk-risk-card-metric-warn');
|
||||
metrics.appendChild(flowM);
|
||||
}
|
||||
|
||||
card.appendChild(metrics);
|
||||
|
||||
// Top drivers
|
||||
const drivers = customer.drivers || [];
|
||||
if (drivers.length > 0) {
|
||||
const driverSection = h('div', 'helpdesk-risk-card-drivers');
|
||||
for (const dr of drivers) {
|
||||
if (dr.dimension_score === null || dr.weighted_points <= 0) continue;
|
||||
const row = h('div', 'helpdesk-risk-card-driver');
|
||||
row.appendChild(h('span', 'helpdesk-risk-card-driver-label', dimLabel(dr.id)));
|
||||
const bar = h('div', 'helpdesk-risk-card-driver-bar');
|
||||
const fill = h('div', 'helpdesk-risk-card-driver-fill');
|
||||
fill.style.width = Math.min(100, dr.dimension_score) + '%';
|
||||
bar.appendChild(fill);
|
||||
row.appendChild(bar);
|
||||
driverSection.appendChild(row);
|
||||
}
|
||||
card.appendChild(driverSection);
|
||||
}
|
||||
|
||||
// Click to open detail
|
||||
card.style.cursor = 'pointer';
|
||||
card.addEventListener('click', () => openDetail(customer));
|
||||
|
||||
return card;
|
||||
}
|
||||
|
||||
/**
|
||||
* Open detail dialog for a customer.
|
||||
*/
|
||||
function openDetail(customer) {
|
||||
if (!dialog || !dialogTitle || !dialogBody) return;
|
||||
|
||||
dialogTitle.textContent = (customer.customer_name || customer.customer_no) + ' — ' + customer.risk_score + '/100';
|
||||
dialogBody.replaceChildren();
|
||||
|
||||
// All 5 dimensions
|
||||
const dims = customer.dimensions || [];
|
||||
const dimSection = h('div', 'helpdesk-risk-detail-dimensions');
|
||||
for (const dim of dims) {
|
||||
const row = h('div', 'helpdesk-risk-detail-dim');
|
||||
row.appendChild(h('span', 'helpdesk-risk-detail-dim-label', dimLabel(dim.id)));
|
||||
const bar = h('div', 'helpdesk-risk-card-driver-bar');
|
||||
const fill = h('div', 'helpdesk-risk-card-driver-fill');
|
||||
fill.style.width = (dim.dimension_score !== null ? Math.min(100, dim.dimension_score) : 0) + '%';
|
||||
bar.appendChild(fill);
|
||||
row.appendChild(bar);
|
||||
const val = h('span', 'helpdesk-risk-detail-dim-value');
|
||||
val.textContent = dim.dimension_score !== null ? dim.dimension_score + '/100' : '—';
|
||||
row.appendChild(val);
|
||||
dimSection.appendChild(row);
|
||||
}
|
||||
dialogBody.appendChild(dimSection);
|
||||
|
||||
// Open tickets list
|
||||
const tickets = customer.open_tickets || [];
|
||||
if (tickets.length > 0) {
|
||||
dialogBody.appendChild(h('h3', 'helpdesk-support-section-title', d('labelTickets', 'Tickets') + ' (' + tickets.length + ')'));
|
||||
const table = h('table', 'helpdesk-risk-detail-tickets');
|
||||
const thead = h('thead');
|
||||
const headRow = h('tr');
|
||||
headRow.appendChild(h('th', '', 'Ticket'));
|
||||
headRow.appendChild(h('th', '', d('labelSla', 'SLA')));
|
||||
headRow.appendChild(h('th', '', 'Status'));
|
||||
headRow.appendChild(h('th', '', d('labelInactivity', 'Age')));
|
||||
thead.appendChild(headRow);
|
||||
table.appendChild(thead);
|
||||
const tbody = h('tbody');
|
||||
for (const t of tickets) {
|
||||
const tr = h('tr', t.age_hours > 48 ? 'helpdesk-risk-detail-ticket-critical' : '');
|
||||
tr.appendChild(h('td', '', t.no));
|
||||
tr.appendChild(h('td', '', t.escalation_code || '—'));
|
||||
tr.appendChild(h('td', '', t.state));
|
||||
tr.appendChild(h('td', '', formatAge(t.age_hours)));
|
||||
tbody.appendChild(tr);
|
||||
}
|
||||
table.appendChild(tbody);
|
||||
dialogBody.appendChild(table);
|
||||
}
|
||||
|
||||
// Link to debitor
|
||||
if (debitorBaseUrl && customer.customer_no) {
|
||||
const link = h('a', 'helpdesk-risk-detail-link', customer.customer_name || customer.customer_no);
|
||||
link.href = debitorBaseUrl + encodeURIComponent(customer.customer_no);
|
||||
link.target = '_blank';
|
||||
link.rel = 'noopener noreferrer';
|
||||
dialogBody.appendChild(link);
|
||||
}
|
||||
|
||||
dialog.showModal();
|
||||
}
|
||||
|
||||
// Dialog close handlers
|
||||
if (dialogClose) dialogClose.addEventListener('click', () => dialog.close());
|
||||
if (dialog) dialog.addEventListener('click', (e) => { if (e.target === dialog) dialog.close(); });
|
||||
|
||||
function renderKpis(summary) {
|
||||
setText('radar-kpi-total', summary.total ?? 0);
|
||||
setText('radar-kpi-high', summary.high ?? 0);
|
||||
setText('radar-kpi-medium', summary.medium ?? 0);
|
||||
setText('radar-kpi-low', summary.low ?? 0);
|
||||
}
|
||||
|
||||
function renderCards(customers) {
|
||||
if (!elCards) return;
|
||||
elCards.replaceChildren();
|
||||
for (const c of customers) elCards.appendChild(buildCard(c));
|
||||
}
|
||||
|
||||
function filterCards(query) {
|
||||
if (!lastData) return;
|
||||
const q = query.toLowerCase().trim();
|
||||
const filtered = q === ''
|
||||
? lastData.customers
|
||||
: lastData.customers.filter(c => (c.customer_name || '').toLowerCase().includes(q) || c.customer_no.toLowerCase().includes(q));
|
||||
renderCards(filtered);
|
||||
}
|
||||
|
||||
async function fetchData(refresh = false) {
|
||||
showState('loading');
|
||||
if (elTruncated) elTruncated.hidden = true;
|
||||
|
||||
const params = new URLSearchParams({ periodDays: String(currentPeriod) });
|
||||
if (refresh) params.set('refresh', '1');
|
||||
|
||||
try {
|
||||
const res = await fetch(dataUrl + '?' + params.toString(), { credentials: 'same-origin' });
|
||||
const json = await res.json();
|
||||
|
||||
if (!json.ok) { showState('error'); return; }
|
||||
if (!json.customers || json.customers.length === 0) { showState('empty'); return; }
|
||||
|
||||
lastData = json;
|
||||
renderKpis(json.summary);
|
||||
renderCards(json.customers);
|
||||
showState('success');
|
||||
|
||||
if (json.meta && json.meta.truncated && elTruncated) {
|
||||
elTruncated.hidden = false;
|
||||
}
|
||||
} catch {
|
||||
showState('error');
|
||||
}
|
||||
}
|
||||
|
||||
if (periodSelector) {
|
||||
periodSelector.addEventListener('change', (e) => {
|
||||
const radio = e.target.closest('input[name="radar-period"]');
|
||||
if (!radio) return;
|
||||
const period = parseInt(radio.value, 10);
|
||||
if (!period || period === currentPeriod) return;
|
||||
currentPeriod = period;
|
||||
fetchData();
|
||||
});
|
||||
}
|
||||
|
||||
if (searchInput) {
|
||||
searchInput.addEventListener('input', () => filterCards(searchInput.value));
|
||||
}
|
||||
|
||||
if (elRefresh) {
|
||||
elRefresh.addEventListener('click', () => fetchData(true));
|
||||
}
|
||||
|
||||
fetchData();
|
||||
}
|
||||
Reference in New Issue
Block a user