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Excluded: .git, node_modules, secrets/, compose.env, assemblyscript tgz Source: /opt/alga-psa on psa.joliet.tech
320 lines
13 KiB
JavaScript
320 lines
13 KiB
JavaScript
/**
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* Source-of-truth: SLA breach email template.
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*
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* Sent when a ticket has exceeded its SLA target.
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* SLA notifications are internal-only (MSP technicians/managers).
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*/
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const { wrapEmailLayout } = require('../../_shared/emailLayout.cjs');
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const { BRAND_PRIMARY, BADGE_BG, BRAND_DARK } = require('../../_shared/constants.cjs');
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const TEMPLATE_NAME = 'sla-breach';
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const SUBTYPE_NAME = 'SLA Breach';
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const SUBJECTS = {
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en: 'SLA BREACH: Ticket #{{ticketNumber}} - {{slaType}} SLA Exceeded',
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fr: 'VIOLATION DE SLA\u00a0: ticket #{{ticketNumber}} - SLA {{slaType}} d\u00e9pass\u00e9',
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es: 'INCUMPLIMIENTO DE SLA: ticket #{{ticketNumber}} - SLA {{slaType}} superado',
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de: 'SLA-VERLETZUNG: Ticket #{{ticketNumber}} - SLA {{slaType}} \u00fcberschritten',
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nl: 'SLA-OVERSCHRIJDING: ticket #{{ticketNumber}} - SLA {{slaType}} overschreden',
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it: 'VIOLAZIONE SLA: ticket #{{ticketNumber}} - SLA {{slaType}} superato',
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pl: 'NARUSZENIE SLA: zg\u0142oszenie #{{ticketNumber}} - SLA {{slaType}} przekroczone',
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};
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/* eslint-disable max-len */
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const COPY = {
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en: {
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headerLabel: 'SLA Breach',
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headerTitle: '{{slaType}} SLA Exceeded',
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headerMeta: 'Ticket #{{ticketNumber}}',
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greeting: 'Hi {{recipientName}},',
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alert: 'A ticket has breached its SLA target and requires immediate attention.',
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ticket: 'Ticket',
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slaType: 'SLA Type',
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timeOverdue: 'Time Overdue',
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priority: 'Priority',
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client: 'Client',
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policy: 'SLA Policy',
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callToAction: 'Please address this ticket immediately.',
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viewButton: 'View Ticket Now',
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footer: 'Powered by Alga PSA · Keeping teams aligned',
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textHeader: 'SLA BREACH: {{slaType}} SLA Exceeded',
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textGreeting: 'Hi {{recipientName}},',
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textAlert: 'A ticket has breached its SLA target and requires immediate attention.',
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textDetailsHeader: 'Ticket Details:',
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textTicket: 'Ticket',
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textSlaType: 'SLA Type',
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textTimeOverdue: 'Time Overdue',
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textPriority: 'Priority',
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textClient: 'Client',
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textPolicy: 'SLA Policy',
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textCallToAction: 'Please address this ticket immediately.',
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textView: 'View Ticket',
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textFooter: 'Powered by Alga PSA',
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},
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fr: {
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headerLabel: 'Violation de SLA',
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headerTitle: 'SLA {{slaType}} d\u00e9pass\u00e9',
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headerMeta: 'Ticket #{{ticketNumber}}',
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greeting: 'Bonjour {{recipientName}},',
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alert: 'Un ticket a d\u00e9pass\u00e9 son objectif SLA et n\u00e9cessite une attention imm\u00e9diate.',
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ticket: 'Ticket',
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slaType: 'Type de SLA',
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timeOverdue: 'Temps de retard',
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priority: 'Priorit\u00e9',
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client: 'Client',
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policy: 'Politique SLA',
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callToAction: 'Veuillez traiter ce ticket imm\u00e9diatement.',
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viewButton: 'Voir le ticket maintenant',
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footer: 'Powered by Alga PSA · Gardons les \u00e9quipes align\u00e9es',
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textHeader: 'VIOLATION DE SLA\u00a0: SLA {{slaType}} d\u00e9pass\u00e9',
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textGreeting: 'Bonjour {{recipientName}},',
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textAlert: 'Un ticket a d\u00e9pass\u00e9 son objectif SLA et n\u00e9cessite une attention imm\u00e9diate.',
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textDetailsHeader: 'D\u00e9tails du ticket\u00a0:',
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textTicket: 'Ticket',
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textSlaType: 'Type de SLA',
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textTimeOverdue: 'Temps de retard',
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textPriority: 'Priorit\u00e9',
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textClient: 'Client',
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textPolicy: 'Politique SLA',
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textCallToAction: 'Veuillez traiter ce ticket imm\u00e9diatement.',
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textView: 'Voir le ticket',
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textFooter: 'Powered by Alga PSA',
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},
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es: {
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headerLabel: 'Incumplimiento de SLA',
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headerTitle: 'SLA {{slaType}} superado',
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headerMeta: 'Ticket #{{ticketNumber}}',
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greeting: 'Hola {{recipientName}},',
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alert: 'Un ticket ha incumplido su objetivo de SLA y requiere atenci\u00f3n inmediata.',
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ticket: 'Ticket',
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slaType: 'Tipo de SLA',
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timeOverdue: 'Tiempo de retraso',
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priority: 'Prioridad',
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client: 'Cliente',
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policy: 'Pol\u00edtica de SLA',
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callToAction: 'Por favor, atienda este ticket de inmediato.',
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viewButton: 'Ver ticket ahora',
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footer: 'Powered by Alga PSA · Manteniendo a los equipos alineados',
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textHeader: 'INCUMPLIMIENTO DE SLA: SLA {{slaType}} superado',
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textGreeting: 'Hola {{recipientName}},',
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textAlert: 'Un ticket ha incumplido su objetivo de SLA y requiere atenci\u00f3n inmediata.',
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textDetailsHeader: 'Detalles del ticket:',
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textTicket: 'Ticket',
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textSlaType: 'Tipo de SLA',
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textTimeOverdue: 'Tiempo de retraso',
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textPriority: 'Prioridad',
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textClient: 'Cliente',
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textPolicy: 'Pol\u00edtica de SLA',
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textCallToAction: 'Por favor, atienda este ticket de inmediato.',
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textView: 'Ver ticket',
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textFooter: 'Powered by Alga PSA',
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},
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de: {
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headerLabel: 'SLA-Verletzung',
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headerTitle: 'SLA {{slaType}} \u00fcberschritten',
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headerMeta: 'Ticket #{{ticketNumber}}',
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greeting: 'Hallo {{recipientName}},',
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alert: 'Ein Ticket hat sein SLA-Ziel verletzt und erfordert sofortige Aufmerksamkeit.',
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ticket: 'Ticket',
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slaType: 'SLA-Typ',
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timeOverdue: 'Verz\u00f6gerung',
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priority: 'Priorit\u00e4t',
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client: 'Kunde',
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policy: 'SLA-Richtlinie',
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callToAction: 'Bitte bearbeiten Sie dieses Ticket sofort.',
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viewButton: 'Ticket jetzt anzeigen',
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footer: 'Powered by Alga PSA · Teams auf Kurs halten',
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textHeader: 'SLA-VERLETZUNG: SLA {{slaType}} \u00fcberschritten',
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textGreeting: 'Hallo {{recipientName}},',
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textAlert: 'Ein Ticket hat sein SLA-Ziel verletzt und erfordert sofortige Aufmerksamkeit.',
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textDetailsHeader: 'Ticket-Details:',
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textTicket: 'Ticket',
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textSlaType: 'SLA-Typ',
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textTimeOverdue: 'Verz\u00f6gerung',
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textPriority: 'Priorit\u00e4t',
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textClient: 'Kunde',
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textPolicy: 'SLA-Richtlinie',
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textCallToAction: 'Bitte bearbeiten Sie dieses Ticket sofort.',
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textView: 'Ticket anzeigen',
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textFooter: 'Powered by Alga PSA',
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},
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nl: {
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headerLabel: 'SLA-overschrijding',
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headerTitle: 'SLA {{slaType}} overschreden',
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headerMeta: 'Ticket #{{ticketNumber}}',
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greeting: 'Hallo {{recipientName}},',
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alert: 'Een ticket heeft zijn SLA-doelstelling overschreden en vereist onmiddellijke aandacht.',
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ticket: 'Ticket',
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slaType: 'SLA-type',
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timeOverdue: 'Tijd over tijd',
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priority: 'Prioriteit',
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client: 'Klant',
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policy: 'SLA-beleid',
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callToAction: 'Behandel dit ticket onmiddellijk.',
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viewButton: 'Ticket nu bekijken',
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footer: 'Powered by Alga PSA · Teams op \u00e9\u00e9n lijn houden',
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textHeader: 'SLA-OVERSCHRIJDING: SLA {{slaType}} overschreden',
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textGreeting: 'Hallo {{recipientName}},',
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textAlert: 'Een ticket heeft zijn SLA-doelstelling overschreden en vereist onmiddellijke aandacht.',
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textDetailsHeader: 'Ticketgegevens:',
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textTicket: 'Ticket',
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textSlaType: 'SLA-type',
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textTimeOverdue: 'Tijd over tijd',
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textPriority: 'Prioriteit',
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textClient: 'Klant',
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textPolicy: 'SLA-beleid',
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textCallToAction: 'Behandel dit ticket onmiddellijk.',
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textView: 'Ticket bekijken',
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textFooter: 'Powered by Alga PSA',
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},
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it: {
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headerLabel: 'Violazione SLA',
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headerTitle: 'SLA {{slaType}} superato',
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headerMeta: 'Ticket #{{ticketNumber}}',
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greeting: 'Ciao {{recipientName}},',
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alert: 'Un ticket ha violato il proprio obiettivo SLA e richiede attenzione immediata.',
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ticket: 'Ticket',
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slaType: 'Tipo di SLA',
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timeOverdue: 'Tempo di ritardo',
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priority: 'Priorit\u00e0',
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client: 'Cliente',
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policy: 'Criterio SLA',
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callToAction: 'Gestisci immediatamente questo ticket.',
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viewButton: 'Apri ticket ora',
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footer: 'Powered by Alga PSA · Manteniamo i team allineati',
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textHeader: 'VIOLAZIONE SLA: SLA {{slaType}} superato',
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textGreeting: 'Ciao {{recipientName}},',
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textAlert: 'Un ticket ha violato il proprio obiettivo SLA e richiede attenzione immediata.',
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textDetailsHeader: 'Dettagli del ticket:',
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textTicket: 'Ticket',
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textSlaType: 'Tipo di SLA',
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textTimeOverdue: 'Tempo di ritardo',
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textPriority: 'Priorit\u00e0',
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textClient: 'Cliente',
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textPolicy: 'Criterio SLA',
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textCallToAction: 'Gestisci immediatamente questo ticket.',
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textView: 'Apri ticket',
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textFooter: 'Powered by Alga PSA',
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},
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pl: {
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headerLabel: 'Naruszenie SLA',
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headerTitle: 'SLA {{slaType}} przekroczone',
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headerMeta: 'Zg\u0142oszenie #{{ticketNumber}}',
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greeting: 'Witaj {{recipientName}},',
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alert: 'Zg\u0142oszenie naruszy\u0142o cel SLA i wymaga natychmiastowej uwagi.',
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ticket: 'Zg\u0142oszenie',
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slaType: 'Typ SLA',
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timeOverdue: 'Op\u00f3\u017anienie',
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priority: 'Priorytet',
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client: 'Klient',
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policy: 'Zasada SLA',
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callToAction: 'Zajmij si\u0119 tym zg\u0142oszeniem natychmiast.',
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viewButton: 'Zobacz zg\u0142oszenie',
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footer: 'Powered by Alga PSA',
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textHeader: 'NARUSZENIE SLA: SLA {{slaType}} przekroczone',
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textGreeting: 'Witaj {{recipientName}},',
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textAlert: 'Zg\u0142oszenie naruszy\u0142o cel SLA i wymaga natychmiastowej uwagi.',
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textDetailsHeader: 'Szczeg\u00f3\u0142y zg\u0142oszenia:',
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textTicket: 'Zg\u0142oszenie',
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textSlaType: 'Typ SLA',
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textTimeOverdue: 'Op\u00f3\u017anienie',
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textPriority: 'Priorytet',
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textClient: 'Klient',
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textPolicy: 'Zasada SLA',
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textCallToAction: 'Zajmij si\u0119 tym zg\u0142oszeniem natychmiast.',
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textView: 'Zobacz zg\u0142oszenie',
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textFooter: 'Powered by Alga PSA',
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},
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};
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/* eslint-enable max-len */
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function buildBodyHtml(c) {
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return `<p style="margin:0 0 16px 0;font-size:15px;color:#1f2933;line-height:1.5;">${c.greeting}</p>
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<p style="margin:0 0 16px 0;font-size:15px;color:#dc2626;line-height:1.5;font-weight:600;">${c.alert}</p>
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<table role="presentation" width="100%" cellpadding="0" cellspacing="0" style="border-collapse:collapse;font-size:14px;color:#1f2933;margin:24px 0;">
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<tr>
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<td style="padding:12px 0;border-bottom:1px solid #eef2ff;width:160px;font-weight:600;color:#475467;">${c.ticket}</td>
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<td style="padding:12px 0;border-bottom:1px solid #eef2ff;">
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<span style="display:inline-block;padding:6px 12px;border-radius:999px;background:${BADGE_BG};color:${BRAND_DARK};font-size:12px;font-weight:600;letter-spacing:0.02em;">#{{ticketNumber}}</span>
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{{ticketTitle}}
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</td>
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</tr>
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<tr>
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<td style="padding:12px 0;border-bottom:1px solid #eef2ff;font-weight:600;color:#475467;">${c.slaType}</td>
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<td style="padding:12px 0;border-bottom:1px solid #eef2ff;">{{slaType}}</td>
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</tr>
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<tr>
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<td style="padding:12px 0;border-bottom:1px solid #eef2ff;font-weight:600;color:#475467;">${c.timeOverdue}</td>
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<td style="padding:12px 0;border-bottom:1px solid #eef2ff;">
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<span style="font-size:16px;font-weight:700;color:#dc2626;">{{timeOverdue}}</span>
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</td>
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</tr>
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<tr>
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<td style="padding:12px 0;border-bottom:1px solid #eef2ff;font-weight:600;color:#475467;">${c.priority}</td>
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<td style="padding:12px 0;border-bottom:1px solid #eef2ff;">{{priority}}</td>
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</tr>
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<tr>
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<td style="padding:12px 0;border-bottom:1px solid #eef2ff;font-weight:600;color:#475467;">${c.client}</td>
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<td style="padding:12px 0;border-bottom:1px solid #eef2ff;">{{clientName}}</td>
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</tr>
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<tr>
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<td style="padding:12px 0;font-weight:600;color:#475467;">${c.policy}</td>
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<td style="padding:12px 0;">{{policyName}}</td>
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</tr>
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</table>
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<p style="margin:24px 0 16px 0;font-size:15px;color:#1f2933;line-height:1.5;">${c.callToAction}</p>
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{{#if ticketUrl}}
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<div style="text-align:center;margin:24px 0;">
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<a href="{{ticketUrl}}" style="display:inline-block;padding:14px 32px;border-radius:8px;background:${BRAND_PRIMARY};color:#ffffff;text-decoration:none;font-weight:600;font-size:14px;">${c.viewButton}</a>
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</div>
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{{/if}}`;
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}
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function buildText(c) {
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return `${c.textHeader}
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${c.textGreeting}
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${c.textAlert}
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${c.textDetailsHeader}
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- ${c.textTicket}: #{{ticketNumber}} - {{ticketTitle}}
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- ${c.textSlaType}: {{slaType}}
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- ${c.textTimeOverdue}: {{timeOverdue}}
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- ${c.textPriority}: {{priority}}
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- ${c.textClient}: {{clientName}}
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- ${c.textPolicy}: {{policyName}}
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${c.textCallToAction}
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{{#if ticketUrl}}
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${c.textView}: {{ticketUrl}}
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{{/if}}
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---
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${c.textFooter}`;
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}
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function getTemplate() {
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return {
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templateName: TEMPLATE_NAME,
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subtypeName: SUBTYPE_NAME,
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translations: Object.entries(COPY).map(([lang, copy]) => ({
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language: lang,
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subject: SUBJECTS[lang],
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htmlContent: wrapEmailLayout({
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language: lang,
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headerLabel: copy.headerLabel,
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headerTitle: copy.headerTitle,
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headerMeta: copy.headerMeta,
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bodyHtml: buildBodyHtml(copy),
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footerText: copy.footer,
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}),
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textContent: buildText(copy),
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})),
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};
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}
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module.exports = { TEMPLATE_NAME, SUBTYPE_NAME, getTemplate };
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