forked from fa/breadcrumb-the-shire
fs
28cb60efb3
Resolution time measures the past, not current risk. The remaining 4 dimensions (open pressure 35%, trend 30%, SLA overdue 25%, inactivity 10%) are all current and actionable. Removes resolution aggregation, median calculation, and weight redistribution logic. Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
383 lines
14 KiB
PHP
383 lines
14 KiB
PHP
<?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 = 35;
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private const W_TREND = 30;
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private const W_SLA_OVERDUE = 25;
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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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'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[$customerNo]['closed_current']++;
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}
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if ($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'] - $c['closed_current'];
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$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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'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,
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'medium' => $summaryMedium,
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'low' => $summaryLow,
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],
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'customers' => $scoredCustomers,
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'meta' => [
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'period_days' => $periodDays,
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'tickets_total' => count($tickets),
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'truncated' => $truncated,
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'confidence' => $truncated ? 'medium' : 'high',
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],
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];
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}
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/**
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* Score all five dimensions for a single customer.
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*
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* @param array<string, mixed> $c Customer aggregate data
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* @return array<int, array{id: string, label: string, raw_value: int|float|null, dimension_score: int, weight: int, weighted_points: float}>
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*/
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private static function scoreDimensions(array $c): array
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{
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$open = (int) $c['open'];
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$critical = (int) $c['critical'];
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$netFlow = (int) $c['created_current'] - (int) $c['closed_current'];
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$slaOverdue = (int) $c['sla_overdue_count'];
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$oldestAge = (int) $c['oldest_open_age_hours'];
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// 1. Open Pressure: min(100, open*8 + critical*18)
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$openScore = min(100, $open * 8 + $critical * 18);
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// 2. Trend (net flow): <=0:0, 1-2:35, 3-5:70, >=6:100
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$trendScore = match (true) {
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$netFlow <= 0 => 0,
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$netFlow <= 2 => 35,
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$netFlow <= 5 => 70,
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default => 100,
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};
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// 3. SLA Overdue: 0:0, 1:50, 2:75, >=3:100
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$slaScore = match (true) {
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$slaOverdue === 0 => 0,
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$slaOverdue === 1 => 50,
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$slaOverdue === 2 => 75,
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default => 100,
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};
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// 4. Inactivity (oldest open): <=24:0, 25-72:35, 73-168:70, >168:100
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$inactivityScore = match (true) {
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$oldestAge <= 24 => 0,
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$oldestAge <= 72 => 35,
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$oldestAge <= 168 => 70,
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default => 100,
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};
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$dimensions = [
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['id' => 'open_pressure', 'label' => 'Open pressure', 'raw_value' => $open, 'dimension_score' => $openScore, 'weight' => self::W_OPEN_PRESSURE],
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['id' => 'trend', 'label' => 'Trend', 'raw_value' => $netFlow, 'dimension_score' => $trendScore, 'weight' => self::W_TREND],
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['id' => 'sla_overdue', 'label' => 'SLA overdue', 'raw_value' => $slaOverdue, 'dimension_score' => $slaScore, 'weight' => self::W_SLA_OVERDUE],
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['id' => 'inactivity', 'label' => 'Inactivity', 'raw_value' => $oldestAge, 'dimension_score' => $inactivityScore, 'weight' => self::W_INACTIVITY],
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];
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foreach ($dimensions as $i => $d) {
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$dimensions[$i]['weighted_points'] = round(($d['dimension_score'] / 100) * $d['weight'], 1);
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}
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return $dimensions;
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}
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/**
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* Compute total score from dimensions (sum of weighted points, capped at 100).
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*
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* @param array<int, array<string, mixed>> $dimensions
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*/
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private static function computeTotalScore(array $dimensions): int
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{
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$total = 0.0;
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foreach ($dimensions as $d) {
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$total += (float) ($d['weighted_points'] ?? 0);
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}
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return min(100, (int) round($total));
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}
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/**
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* @param array<int, array<string, mixed>> $escalationDefs
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* @return array<string, int> Code → target seconds
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*/
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private static function buildSlaTargetMap(array $escalationDefs): array
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{
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$map = [];
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foreach ($escalationDefs as $def) {
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$code = trim((string) ($def['Code'] ?? ''));
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$targetTime = trim((string) ($def['Target_Time'] ?? ''));
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if ($code === '' || $targetTime === '') {
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continue;
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}
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$seconds = self::parseIsoDuration($targetTime);
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if ($seconds !== null && $seconds > 0) {
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$map[$code] = $seconds;
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}
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}
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return $map;
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}
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private static function parseIsoDuration(string $value): ?int
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{
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$value = strtoupper(trim($value));
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if ($value === '' || !str_starts_with($value, 'P')) {
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return null;
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}
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if (!preg_match('/^P(?:(\d+)D)?(?:T(?:(\d+)H)?(?:(\d+)M)?(?:(\d+(?:\.\d+)?)S)?)?$/', $value, $m)) {
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return null;
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}
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$days = isset($m[1]) && $m[1] !== '' ? (int) $m[1] : 0;
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$hours = isset($m[2]) && $m[2] !== '' ? (int) $m[2] : 0;
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$minutes = isset($m[3]) && $m[3] !== '' ? (int) $m[3] : 0;
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$seconds = isset($m[4]) && $m[4] !== '' ? (int) floor((float) $m[4]) : 0;
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return ($days * 86400) + ($hours * 3600) + ($minutes * 60) + $seconds;
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}
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/**
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* @param array<int, int> $values
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*/
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private static function median(array $values): ?float
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{
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if ($values === []) {
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return null;
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}
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sort($values);
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$count = count($values);
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$mid = intdiv($count, 2);
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return $count % 2 === 0
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? round(($values[$mid - 1] + $values[$mid]) / 2, 1)
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: (float) $values[$mid];
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}
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private static function parseTimestamp(string $value): ?int
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{
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$value = trim($value);
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if ($value === '' || str_starts_with($value, '0001-01-01')) {
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return null;
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}
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$ts = strtotime($value);
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return is_int($ts) ? $ts : null;
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}
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/**
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* @param array<string, mixed> $ticket
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*/
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private static function resolveActivityTimestamp(array $ticket): ?int
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{
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$lastActivity = trim((string) ($ticket['Last_Activity_Date'] ?? ''));
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if ($lastActivity !== '' && !str_starts_with($lastActivity, '0001-01-01')) {
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$ts = strtotime($lastActivity);
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if (is_int($ts)) {
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return $ts;
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}
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}
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return self::parseTimestamp((string) ($ticket['Created_On'] ?? ''));
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}
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}
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