service_manager/backend/app/api/schemas/sla.py

"""
SLA Schemas - ServiceManagerWeb

Schemas para el sistema de gestión de SLAs
"""

from pydantic import BaseModel, ConfigDict
from typing import Optional, List, Dict, Any
from datetime import datetime
from enum import Enum
import uuid


class SLATypeEnum(str, Enum):
    """Tipos de SLA"""
    RESPONSE = "response"
    RESOLUTION = "resolution"


class SLAStatusEnum(str, Enum):
    """Estados de cumplimiento SLA"""
    MET = "met"             # Cumplido
    VIOLATED = "violated"   # Violado
    AT_RISK = "at_risk"    # En riesgo (80%+ del tiempo)
    PENDING = "pending"     # Pendiente (ticket aún abierto)


# ===================================
# DASHBOARD SCHEMAS
# ===================================

class SLAComplianceMetrics(BaseModel):
    """Métricas de cumplimiento SLA"""
    target_hours: int
    met_count: int
    violated_count: int
    at_risk_count: int
    total_count: int
    compliance_percentage: float
    avg_time_hours: Optional[float] = None


class SLADashboardResponse(BaseModel):
    """Response del dashboard principal de SLA"""
    tenant_id: uuid.UUID
    period_start: datetime
    period_end: datetime
    generated_at: datetime
    
    # Métricas generales
    response_sla: SLAComplianceMetrics
    resolution_sla: SLAComplianceMetrics
    
    # Contadores rápidos
    active_violations: int
    at_risk_tickets: int
    total_tickets_period: int
    
    # Breakdown por categoría (top 5)
    by_category: List[Dict[str, Any]]
    
    # Breakdown por prioridad
    by_priority: Dict[str, Dict[str, float]]
    
    # Tendencias (comparación con período anterior)
    trends: Dict[str, str]
    
    model_config = ConfigDict(from_attributes=True)


# ===================================
# VIOLATIONS SCHEMAS
# ===================================

class TicketBasicInfo(BaseModel):
    """Información básica del ticket"""
    id: uuid.UUID
    ticket_number: str
    subject: str
    priority: str
    status: str


class UserBasicInfo(BaseModel):
    """Información básica del usuario"""
    id: uuid.UUID
    first_name: str
    last_name: str
    email: str


class CategoryBasicInfo(BaseModel):
    """Información básica de categoría"""
    id: uuid.UUID
    name: str
    sla_response_hours: int
    sla_resolution_hours: int


class SLAViolationResponse(BaseModel):
    """Detalle de una violación SLA"""
    ticket: TicketBasicInfo
    category: Optional[CategoryBasicInfo] = None
    created_by: UserBasicInfo
    assigned_to: Optional[UserBasicInfo] = None
    
    sla_type: SLATypeEnum
    sla_due_at: datetime
    violated_at: datetime
    hours_overdue: float
    
    # Contexto adicional
    first_response_at: Optional[datetime] = None
    resolved_at: Optional[datetime] = None
    
    model_config = ConfigDict(from_attributes=True)


class SLAViolationsListResponse(BaseModel):
    """Lista paginada de violaciones"""
    violations: List[SLAViolationResponse]
    total: int
    page: int
    per_page: int
    total_pages: int


# ===================================
# TICKETS AT RISK
# ===================================

class SLATicketAtRisk(BaseModel):
    """Ticket que está en riesgo de violar SLA"""
    ticket: TicketBasicInfo
    category: Optional[CategoryBasicInfo] = None
    assigned_to: Optional[UserBasicInfo] = None
    
    sla_type: SLATypeEnum
    sla_due_at: datetime
    time_remaining_hours: float
    risk_percentage: float  # 0-100, qué % del tiempo ha pasado
    
    model_config = ConfigDict(from_attributes=True)


class SLAAtRiskListResponse(BaseModel):
    """Lista de tickets en riesgo"""
    tickets: List[SLATicketAtRisk]
    total: int


# ===================================
# METRICS & REPORTS SCHEMAS
# ===================================

class SLAMetricsByCategory(BaseModel):
    """Métricas SLA por categoría"""
    category_id: uuid.UUID
    category_name: str
    response_sla_compliance: float
    resolution_sla_compliance: float
    total_tickets: int
    response_violations: int
    resolution_violations: int
    avg_response_time_hours: Optional[float]
    avg_resolution_time_hours: Optional[float]


class SLAMetricsByAgent(BaseModel):
    """Métricas SLA por agente"""
    agent_id: uuid.UUID
    agent_name: str
    tickets_assigned: int
    response_sla_met: int
    resolution_sla_met: int
    response_compliance: float
    resolution_compliance: float
    avg_response_time_hours: Optional[float]
    avg_resolution_time_hours: Optional[float]


class SLAMetricsByPriority(BaseModel):
    """Métricas SLA por prioridad"""
    priority: str
    total_tickets: int
    response_sla_compliance: float
    resolution_sla_compliance: float
    avg_response_time_hours: Optional[float]
    avg_resolution_time_hours: Optional[float]


class SLADetailedMetricsResponse(BaseModel):
    """Response de métricas detalladas"""
    tenant_id: uuid.UUID
    date_from: datetime
    date_to: datetime
    group_by: str  # 'category', 'agent', 'priority'
    
    by_category: Optional[List[SLAMetricsByCategory]] = None
    by_agent: Optional[List[SLAMetricsByAgent]] = None
    by_priority: Optional[List[SLAMetricsByPriority]] = None
    
    generated_at: datetime
    
    model_config = ConfigDict(from_attributes=True)


# ===================================
# HISTORICAL TRENDS
# ===================================

class SLADailyTrend(BaseModel):
    """Tendencia diaria de SLA"""
    date: str  # YYYY-MM-DD
    response_compliance: float
    resolution_compliance: float
    total_tickets: int
    violations: int


class SLATrendsResponse(BaseModel):
    """Response de tendencias históricas"""
    tenant_id: uuid.UUID
    days: int
    daily_trends: List[SLADailyTrend]
    
    # Promedios del período
    avg_response_compliance: float
    avg_resolution_compliance: float
    total_tickets: int
    total_violations: int
    
    model_config = ConfigDict(from_attributes=True)


# ===================================
# CONFIGURATION
# ===================================

class SLAConfigByCategoryResponse(BaseModel):
    """Configuración SLA por categoría"""
    category_id: uuid.UUID
    category_name: str
    sla_response_hours: int
    sla_resolution_hours: int
    warning_threshold_percentage: int  # % del tiempo para alertar
    is_active: bool


class SLAConfigListResponse(BaseModel):
    """Lista de configuraciones SLA"""
    tenant_id: uuid.UUID
    categories: List[SLAConfigByCategoryResponse]