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notification changes

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indifferentketchup
2026-04-08 09:22:47 -05:00
parent 4d53ef179f
commit a4fb82620a
9 changed files with 740 additions and 131 deletions
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137
services/surgeChecker.js
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@@ -3,13 +3,21 @@
* and pings ALL_STAFF_CHANNEL_ID with role mention.
*/
const { EmbedBuilder } = require('discord.js');
const { CONFIG } = require('../config');
const { CONFIG, parseThresholdString } = require('../config');
const { mongoose } = require('../db-connection');
const { setCooldown, isOnCooldown, isStaffRecentlyActive } = require('./patternStore');
const { shouldFireCooldownEscalating, clearEscalating, isStaffRecentlyActive } = require('./patternStore');
const { getStaffAvailability, isAnyStaffAvailable } = require('./staffPresence');
const Ticket = mongoose.model('Ticket');
function getThresholdsMs(alertKey) {
const rawThresholds = (CONFIG.NOTIFICATION_THRESHOLDS && CONFIG.NOTIFICATION_THRESHOLDS[alertKey]) || [];
return rawThresholds
.map(parseThresholdString)
.filter(n => Number.isFinite(n) && n >= 0)
.sort((a, b) => a - b);
}
async function pingStaff(client, message, embedFields) {
const channelId = CONFIG.ALL_STAFF_CHANNEL_ID;
if (!channelId || !client) return;
@@ -34,20 +42,24 @@ async function pingStaff(client, message, embedFields) {
}
async function checkTicketSurge(client) {
if (isOnCooldown('surge:tickets', CONFIG.SURGE_COOLDOWN_MINUTES)) return;
const key = 'surge:tickets';
const since = new Date(Date.now() - CONFIG.SURGE_TICKET_WINDOW_MINUTES * 60000);
const count = await Ticket.countDocuments({ createdAt: { $gte: since } });
if (count >= CONFIG.SURGE_TICKET_COUNT) {
setCooldown('surge:tickets');
await pingStaff(client,
`${count} tickets created in the past ${CONFIG.SURGE_TICKET_WINDOW_MINUTES} minutes.`,
[{ name: 'Action needed', value: 'Check open tickets and claim.', inline: false }]
);
const thresholdMs = shouldFireCooldownEscalating(key, getThresholdsMs('surge_tickets'));
if (thresholdMs !== null) {
await pingStaff(client,
`${count} tickets created in the past ${CONFIG.SURGE_TICKET_WINDOW_MINUTES} minutes.`,
[{ name: 'Action needed', value: 'Check open tickets and claim.', inline: false }]
);
}
} else {
clearEscalating(key);
}
}
async function checkGameSurge(client) {
if (isOnCooldown('surge:game', CONFIG.SURGE_COOLDOWN_MINUTES)) return;
const key = 'surge:game';
const since = new Date(Date.now() - CONFIG.SURGE_GAME_TICKET_WINDOW_MINUTES * 60000);
const gameCounts = await Ticket.aggregate([
{ $match: { createdAt: { $gte: since }, game: { $ne: null } } },
@@ -56,34 +68,42 @@ async function checkGameSurge(client) {
{ $sort: { count: -1 } }
]);
if (gameCounts.length > 0) {
setCooldown('surge:game');
const fields = gameCounts.map(g => ({
name: g._id,
value: `${g.count} tickets in ${CONFIG.SURGE_GAME_TICKET_WINDOW_MINUTES} min`,
inline: true
}));
await pingStaff(client, 'Game ticket surge detected.', fields);
const thresholdMs = shouldFireCooldownEscalating(key, getThresholdsMs('surge_game'));
if (thresholdMs !== null) {
const fields = gameCounts.map(g => ({
name: g._id,
value: `${g.count} tickets in ${CONFIG.SURGE_GAME_TICKET_WINDOW_MINUTES} min`,
inline: true
}));
await pingStaff(client, 'Game ticket surge detected.', fields);
}
} else {
clearEscalating(key);
}
}
async function checkStaleSurge(client) {
if (isOnCooldown('surge:stale', CONFIG.SURGE_COOLDOWN_MINUTES)) return;
const key = 'surge:stale';
const cutoff = new Date(Date.now() - CONFIG.SURGE_STALE_HOURS * 3600000);
const count = await Ticket.countDocuments({
status: 'open',
lastActivity: { $lte: cutoff, $ne: null }
});
if (count >= CONFIG.SURGE_STALE_COUNT) {
setCooldown('surge:stale');
await pingStaff(client,
`${count} tickets have had no activity in the past ${CONFIG.SURGE_STALE_HOURS} hours.`,
[{ name: 'Action needed', value: 'Review and respond to stale tickets.', inline: false }]
);
const thresholdMs = shouldFireCooldownEscalating(key, getThresholdsMs('surge_stale'));
if (thresholdMs !== null) {
await pingStaff(client,
`${count} tickets have had no activity in the past ${CONFIG.SURGE_STALE_HOURS} hours.`,
[{ name: 'Action needed', value: 'Review and respond to stale tickets.', inline: false }]
);
}
} else {
clearEscalating(key);
}
}
async function checkNeedsResponseSurge(client) {
if (isOnCooldown('surge:needs_response', CONFIG.SURGE_COOLDOWN_MINUTES)) return;
const key = 'surge:needs_response';
const cutoff = new Date(Date.now() - CONFIG.SURGE_NEEDS_RESPONSE_HOURS * 3600000);
const count = await Ticket.countDocuments({
status: 'open',
@@ -91,16 +111,20 @@ async function checkNeedsResponseSurge(client) {
lastActivity: { $lte: cutoff, $ne: null }
});
if (count >= CONFIG.SURGE_NEEDS_RESPONSE_COUNT) {
setCooldown('surge:needs_response');
await pingStaff(client,
`${count} tickets are waiting on a staff response for over ${CONFIG.SURGE_NEEDS_RESPONSE_HOURS} hour(s).`,
[]
);
const thresholdMs = shouldFireCooldownEscalating(key, getThresholdsMs('surge_needs_response'));
if (thresholdMs !== null) {
await pingStaff(client,
`${count} tickets are waiting on a staff response for over ${CONFIG.SURGE_NEEDS_RESPONSE_HOURS} hour(s).`,
[]
);
}
} else {
clearEscalating(key);
}
}
async function checkUnclaimedSurge(client) {
if (isOnCooldown('surge:unclaimed', CONFIG.SURGE_COOLDOWN_MINUTES)) return;
const key = 'surge:unclaimed';
const cutoff = new Date(Date.now() - CONFIG.SURGE_UNCLAIMED_MINUTES * 60000);
const count = await Ticket.countDocuments({
status: 'open',
@@ -108,16 +132,20 @@ async function checkUnclaimedSurge(client) {
createdAt: { $lte: cutoff, $ne: null }
});
if (count >= CONFIG.SURGE_UNCLAIMED_COUNT) {
setCooldown('surge:unclaimed');
await pingStaff(client,
`${count} tickets have been unclaimed for over ${CONFIG.SURGE_UNCLAIMED_MINUTES} minutes.`,
[]
);
const thresholdMs = shouldFireCooldownEscalating(key, getThresholdsMs('surge_unclaimed'));
if (thresholdMs !== null) {
await pingStaff(client,
`${count} tickets have been unclaimed for over ${CONFIG.SURGE_UNCLAIMED_MINUTES} minutes.`,
[]
);
}
} else {
clearEscalating(key);
}
}
async function checkTier3UnclaimedSurge(client) {
if (isOnCooldown('surge:tier3_unclaimed', 30)) return;
const key = 'surge:tier3_unclaimed';
const cutoff = new Date(Date.now() - CONFIG.SURGE_TIER3_UNCLAIMED_MINUTES * 60000);
const tickets = await Ticket.find({
status: 'open',
@@ -126,23 +154,36 @@ async function checkTier3UnclaimedSurge(client) {
createdAt: { $lte: cutoff, $ne: null }
}).lean();
if (tickets.length > 0) {
setCooldown('surge:tier3_unclaimed');
await pingStaff(client,
`${tickets.length} Tier 3 ticket(s) unclaimed for over ${CONFIG.SURGE_TIER3_UNCLAIMED_MINUTES} minutes.`,
tickets.map(t => ({ name: t.subject || 'No subject', value: `<#${t.discordThreadId}>`, inline: true }))
);
const thresholdMs = shouldFireCooldownEscalating(key, getThresholdsMs('surge_tier3_unclaimed'));
if (thresholdMs !== null) {
await pingStaff(client,
`${tickets.length} Tier 3 ticket(s) unclaimed for over ${CONFIG.SURGE_TIER3_UNCLAIMED_MINUTES} minutes.`,
tickets.map(t => ({ name: t.subject || 'No subject', value: `<#${t.discordThreadId}>`, inline: true }))
);
}
} else {
clearEscalating(key);
}
}
async function checkZeroStaffSurge(client) {
if (isOnCooldown('surge:no_staff', CONFIG.SURGE_NO_STAFF_COOLDOWN_MINUTES)) return;
if (!CONFIG.STAFF_IDS.length) return;
const key = 'surge:no_staff';
if (!CONFIG.STAFF_IDS.length) {
clearEscalating(key);
return;
}
const openCount = await Ticket.countDocuments({ status: 'open' });
if (openCount < CONFIG.SURGE_NO_STAFF_OPEN_TICKET_THRESHOLD) return;
if (openCount < CONFIG.SURGE_NO_STAFF_OPEN_TICKET_THRESHOLD) {
clearEscalating(key);
return;
}
const guild = client.guilds.cache.get(CONFIG.DISCORD_GUILD_ID);
if (!guild) return;
if (!guild) {
clearEscalating(key);
return;
}
const { available, source } = isAnyStaffAvailable(guild);
@@ -162,9 +203,13 @@ async function checkZeroStaffSurge(client) {
detailLine = `${offline.length} staff offline/invisible${dndNote}. ${online.length} online.`;
}
if (!noStaff) return;
if (!noStaff) {
clearEscalating(key);
return;
}
setCooldown('surge:no_staff');
const thresholdMs = shouldFireCooldownEscalating(key, getThresholdsMs('surge_no_staff'));
if (thresholdMs === null) return;
const fields = [
{ name: 'Open tickets', value: String(openCount), inline: true },