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feat: Add ticket models and reminder functionality for "Assigned without Assignee"
Signed-off-by: Andre Bossard <anbossar@microsoft.com>
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‎backend/test_tickets.py‎

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"""
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Test build_reminder_candidate with real support ticket data.
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This script validates the Pydantic models and calculation functions
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against sample data from the support-tickets MCP service.
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"""
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from datetime import datetime, timezone
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from tickets import (
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PRIORITY_SLA_MINUTES,
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Ticket,
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WorkLog,
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build_reminder_candidate,
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is_assigned_without_assignee,
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)
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# Sample ticket data from MCP service (10 tickets with varying priorities/statuses)
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SAMPLE_TICKETS = [
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{
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"id": "f4b5d39f-51cb-46af-b551-6b2054b82e84",
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"summary": "Teams: Anrufe gehen nicht",
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"description": "Teams calls not working",
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"status": "in_progress",
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"priority": "high",
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"assignee": "Agent Quinn",
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"assigned_group": "SDE - Service Desk",
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"requester_name": "Taylor Anderson",
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"requester_email": "taylor.anderson@demo.org",
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"city": "Lausanne",
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"service": "Communication",
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"created_at": "2025-12-17T10:14:03.160125+00:00",
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"updated_at": "2025-12-17T10:14:03.160125+00:00",
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"work_logs": [
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{
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"id": "00231b87-f522-4679-9229-4f8dd09fb8af",
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"ticket_id": "f4b5d39f-51cb-46af-b551-6b2054b82e84",
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"created_at": "2025-12-17T10:14:03.232136+00:00",
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"log_type": "creation",
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"summary": "Ticket created",
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"author": "System",
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"time_spent_minutes": 0,
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}
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],
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},
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{
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"id": "1b144d12-2ea2-4be5-ace1-169a36b3bba9",
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"summary": "Adobe Acrobat Pro installation request",
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"description": "Need Adobe Acrobat Pro on new workstation",
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"status": "in_progress",
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"priority": "high",
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"assignee": "Agent Finley",
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"assigned_group": "SEC - Security Operations",
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"requester_name": "Drew Williams",
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"requester_email": "drew.williams@test.net",
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"city": "Geneva",
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"service": "Business Applications",
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"created_at": "2025-12-17T05:15:58.864873+00:00",
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"updated_at": "2025-12-17T05:15:58.864873+00:00",
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"work_logs": [
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{
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"id": "19874b93-9142-43d8-a026-b85c505095aa",
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"ticket_id": "1b144d12-2ea2-4be5-ace1-169a36b3bba9",
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"created_at": "2025-12-17T05:15:58.929231+00:00",
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"log_type": "creation",
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"summary": "Ticket created",
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"author": "System",
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"time_spent_minutes": 0,
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}
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],
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},
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# Critical priority - no assignee (should trigger reminder)
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{
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"id": "aaaaaaaa-1111-1111-1111-111111111111",
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"summary": "CRITICAL: Production database down",
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"description": "Database server unreachable",
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"status": "assigned",
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"priority": "critical",
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"assignee": None,
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"assigned_group": "DBA Team",
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"requester_name": "System Admin",
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"requester_email": "admin@company.org",
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"city": "Zürich",
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"service": "Infrastructure",
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"created_at": "2025-12-17T11:00:00+00:00", # 30+ mins ago → overdue
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"updated_at": "2025-12-17T11:00:00+00:00",
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"work_logs": [],
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},
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# Medium priority - with reminder already sent
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{
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"id": "bbbbbbbb-2222-2222-2222-222222222222",
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"summary": "VPN connection issues",
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"description": "Cannot connect to VPN from home",
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"status": "assigned",
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"priority": "medium",
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"assignee": None,
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"assigned_group": "Network Team",
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"requester_name": "Remote Worker",
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"requester_email": "remote@company.org",
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"city": "Bern",
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"service": "Network Services",
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"created_at": "2025-12-17T06:00:00+00:00",
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"updated_at": "2025-12-17T08:00:00+00:00",
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"work_logs": [
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{
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"id": "cc111111-1111-1111-1111-111111111111",
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"ticket_id": "bbbbbbbb-2222-2222-2222-222222222222",
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"created_at": "2025-12-17T08:00:00+00:00",
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"log_type": "reminder",
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"summary": "Reminder sent to SGL",
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"author": "Incident Manager",
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"time_spent_minutes": 0,
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}
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],
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},
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# Low priority - new, within SLA
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{
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"id": "cccccccc-3333-3333-3333-333333333333",
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"summary": "Request for second monitor",
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"description": "Would like additional monitor for productivity",
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"status": "new",
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"priority": "low",
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"assignee": None,
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"assigned_group": "Workplace Services",
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"requester_name": "Office Worker",
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"requester_email": "worker@company.org",
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"city": "Basel",
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"service": "Workplace",
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"created_at": "2025-12-17T11:30:00+00:00", # Recent → within SLA
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"updated_at": "2025-12-17T11:30:00+00:00",
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"work_logs": [],
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},
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# High priority - overdue, multiple reminders
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{
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"id": "dddddddd-4444-4444-4444-444444444444",
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"summary": "Email not syncing on mobile",
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"description": "Outlook mobile app stuck syncing",
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"status": "assigned",
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"priority": "high",
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"assignee": None,
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"assigned_group": "SDE - Service Desk",
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"requester_name": "Mobile User",
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"requester_email": "mobile@company.org",
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"city": "Luzern",
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"service": "Communication",
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"created_at": "2025-12-17T04:00:00+00:00", # 8+ hours ago
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"updated_at": "2025-12-17T10:00:00+00:00",
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"work_logs": [
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{
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"id": "dd111111-1111-1111-1111-111111111111",
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"ticket_id": "dddddddd-4444-4444-4444-444444444444",
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"created_at": "2025-12-17T06:00:00+00:00",
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"log_type": "reminder",
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"summary": "First reminder sent",
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"author": "Incident Manager",
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"time_spent_minutes": 0,
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},
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{
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"id": "dd222222-2222-2222-2222-222222222222",
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"ticket_id": "dddddddd-4444-4444-4444-444444444444",
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"created_at": "2025-12-17T09:00:00+00:00",
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"log_type": "reminder",
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"summary": "Second reminder sent",
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"author": "Incident Manager",
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"time_spent_minutes": 0,
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},
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],
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},
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# Resolved ticket - should not need reminder
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{
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"id": "eeeeeeee-5555-5555-5555-555555555555",
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"summary": "Password reset request",
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"description": "User forgot password",
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"status": "resolved",
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"priority": "medium",
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"assignee": "Agent Smith",
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"assigned_group": "SDE - Service Desk",
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"requester_name": "Forgetful User",
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"requester_email": "forgot@company.org",
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"city": "Winterthur",
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"service": "Security",
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"created_at": "2025-12-17T07:00:00+00:00",
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"updated_at": "2025-12-17T07:30:00+00:00",
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"work_logs": [
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{
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"id": "ee111111-1111-1111-1111-111111111111",
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"ticket_id": "eeeeeeee-5555-5555-5555-555555555555",
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"created_at": "2025-12-17T07:30:00+00:00",
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"log_type": "resolution",
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"summary": "Password reset completed",
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"author": "Agent Smith",
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"time_spent_minutes": 15,
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}
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],
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},
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# Critical with assignee - no reminder needed
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{
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"id": "ffffffff-6666-6666-6666-666666666666",
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"summary": "CRITICAL: Network switch failure",
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"description": "Core switch in DC1 unresponsive",
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"status": "in_progress",
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"priority": "critical",
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"assignee": "Network Admin",
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"assigned_group": "Network Team",
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"requester_name": "NOC",
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"requester_email": "noc@company.org",
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"city": "Zürich",
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"service": "Infrastructure",
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"created_at": "2025-12-17T11:45:00+00:00",
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"updated_at": "2025-12-17T11:50:00+00:00",
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"work_logs": [],
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},
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# Pending ticket - waiting on user
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{
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"id": "11111111-7777-7777-7777-777777777777",
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"summary": "Software license clarification",
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"description": "Need to verify license type",
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"status": "pending",
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"priority": "low",
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"assignee": "Agent Brown",
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"assigned_group": "Licensing Team",
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"requester_name": "License Requester",
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"requester_email": "license@company.org",
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"city": "St. Gallen",
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"service": "Business Applications",
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"created_at": "2025-12-16T14:00:00+00:00",
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"updated_at": "2025-12-17T09:00:00+00:00",
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"work_logs": [],
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},
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# New ticket, no group assigned yet
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{
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"id": "22222222-8888-8888-8888-888888888888",
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"summary": "General inquiry about training",
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"description": "When is the next Excel training?",
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"status": "new",
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"priority": "low",
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"assignee": None,
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"assigned_group": None,
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"requester_name": "Curious Employee",
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"requester_email": "curious@company.org",
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"city": "Emmen",
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"service": "Workplace",
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"created_at": "2025-12-17T11:55:00+00:00",
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"updated_at": "2025-12-17T11:55:00+00:00",
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"work_logs": [],
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},
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]
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def parse_ticket_with_worklogs(data: dict) -> tuple[Ticket, list[WorkLog]]:
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"""Parse raw ticket data into Ticket and WorkLog models."""
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work_logs_data = data.pop("work_logs", [])
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ticket = Ticket.model_validate(data)
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work_logs = [WorkLog.model_validate(wl) for wl in work_logs_data]
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return ticket, work_logs
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def main():
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print("=" * 70)
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print("Testing build_reminder_candidate with 10 support tickets")
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print("=" * 70)
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print()
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# Use a fixed "now" for consistent testing
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test_now = datetime(2025, 12, 17, 12, 0, 0, tzinfo=timezone.utc)
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print(f"Test time (now): {test_now.isoformat()}")
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print()
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# Show SLA deadlines
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print("SLA Deadlines by Priority:")
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for priority, minutes in PRIORITY_SLA_MINUTES.items():
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print(f" {priority.value:10s}: {minutes:4d} min ({minutes // 60}h {minutes % 60}m)")
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print()
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# Process each ticket
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print("-" * 70)
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print(f"{'#':>2} {'Priority':10s} {'Status':12s} {'Elapsed':>8s} {'SLA':>6s} {'Overdue':>8s} {'Reminded':>9s} {'NeedsReminder':>13s}")
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print("-" * 70)
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candidates_needing_reminder = []
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for i, raw_data in enumerate(SAMPLE_TICKETS, 1):
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# Make a copy to avoid mutating original
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data = {**raw_data, "work_logs": raw_data.get("work_logs", [])}
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work_logs_data = data.pop("work_logs")
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ticket = Ticket.model_validate(data)
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work_logs = [WorkLog.model_validate(wl) for wl in work_logs_data]
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# Build reminder candidate
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candidate = build_reminder_candidate(ticket, work_logs, now=test_now)
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# Check if needs reminder (assigned without assignee + overdue)
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needs_reminder = is_assigned_without_assignee(ticket) and candidate.is_overdue
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elapsed_str = f"{candidate.minutes_since_creation}m"
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sla_str = f"{candidate.sla_deadline_minutes}m"
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print(
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f"{i:2d} "
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f"{ticket.priority.value:10s} "
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f"{ticket.status.value:12s} "
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f"{elapsed_str:>8s} "
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f"{sla_str:>6s} "
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f"{'YES' if candidate.is_overdue else 'no':>8s} "
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f"{candidate.reminder_count:>9d} "
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f"{'>>> YES <<<' if needs_reminder else 'no':>13s}"
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)
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if needs_reminder:
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candidates_needing_reminder.append((i, ticket, candidate))
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print("-" * 70)
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print()
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# Summary
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print("=" * 70)
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print("TICKETS NEEDING REMINDER:")
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print("=" * 70)
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if not candidates_needing_reminder:
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print(" None")
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else:
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for idx, ticket, candidate in candidates_needing_reminder:
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reminded_msg = f" (reminded {candidate.reminder_count}x)" if candidate.was_reminded_before else ""
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print(f" #{idx}: {ticket.summary}")
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print(f" ID: {ticket.id}")
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print(f" Priority: {ticket.priority.value} | Group: {ticket.assigned_group}")
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print(f" Overdue by: {candidate.minutes_since_creation - candidate.sla_deadline_minutes} minutes{reminded_msg}")
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print()
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print("=" * 70)
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print("TEST PASSED: All tickets parsed and analyzed successfully!")
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print("=" * 70)
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if __name__ == "__main__":
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main()

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