PSA/docs/archive/PHASE2-IMPLEMENTATION.md

Phase 2: Usage Analytics Implementation Summary

Completed Tasks

1. Ticket Operations Analytics ✅

• Ticket Creation: Tracks ticket type, priority, categories, assignment status, creation method (manual vs from asset)
• Ticket Updates: Tracks fields updated, status changes, assignments, and resolution time
• Ticket Resolution: Tracks time to resolution, priority, category, and assignment status
• Ticket Assignment: Tracks reassignments and time to first assignment
• Ticket Deletion: Tracks age of ticket and resolution status
• Ticket Search: Tracks search queries, filters used, result counts
• Ticket Comments: Tracks internal vs external comments, resolution comments

2. Authentication Analytics ✅

• Login Success: Tracks provider (Google, credentials, Keycloak), user type, 2FA status
• Login Failures: Tracks failure reasons (inactive account, invalid password)
• User Registration: Tracks registration method, user type, company creation
• User Logout: Tracks user type on logout
• OAuth Failures: Tracks Google OAuth failures for inactive accounts

3. Search Functionality Analytics ✅

• Ticket Search: Query length, search fields, filters applied, result count
• Search Performance: Integrated into TicketService

4. API Performance Tracking ✅

• Analytics Middleware: Created middleware to track API request performance
• Slow Query Detection: Flags requests over 1s, tracks separately if over 2s
• Error Tracking: Captures API errors with endpoint and error type
• Performance Decorator: For tracking slow operations in services

Analytics Events Implemented

Ticket Events

• ticket_created - When a new ticket is created
• ticket_updated - When ticket fields are modified
• ticket_resolved - When ticket status changes to closed
• ticket_assigned - When ticket is assigned or reassigned
• ticket_deleted - When a ticket is deleted
• ticket_searched - When tickets are searched
• ticket_comment_added - When comments are added

Authentication Events

• user_logged_in - Successful login
• user_logged_out - User logout
• user_signed_up - New user registration
• login_failed - Failed login attempts
• auth_validated - Successful credential validation

Performance Events

• api_request - All API requests with duration
• slow_query - Queries exceeding 2s threshold
• api_error - API request failures
• slow_operation - Service operations over 500ms
• operation_error - Service operation failures

Key Features Implemented

1. Privacy-First Approach

   • No PII in events
   • Anonymized IDs for on-premise
   • Aggressive sanitization

2. Performance Metrics

   • Request duration tracking
   • Slow query detection
   • Error rate monitoring

3. User Journey Tracking

   • Login methods and providers
   • Feature usage patterns
   • Error recovery paths

4. Deployment-Aware

   • Different data collection for hosted vs on-premise
   • Respects ALGA_USAGE_STATS environment variable

Next Steps

Remaining Phase 2 Tasks:

1. Time Tracking Analytics - Track time entry creation, updates, timesheet submissions
2. Billing Operations - Track invoice generation, payment processing, billing rules
3. Testing - Verify all analytics events are firing correctly
4. Documentation - Complete analytics event reference

Phase 3 Preview:

• User cohorts and segmentation
• Conversion funnels
• A/B testing framework
• Advanced dashboards in PostHog

Usage Examples

// Ticket creation with analytics
analytics.capture(AnalyticsEvents.TICKET_CREATED, {
  ticket_type: 'manual',
  priority_id: ticket.priority_id,
  has_description: true,
  created_via: 'web_app'
}, userId);

// API performance tracking
@trackPerformance('search_tickets')
async search(data: SearchData) {
  // Method implementation
}

// Login tracking
analytics.capture(AnalyticsEvents.USER_LOGGED_IN, {
  provider: 'google',
  user_type: 'msp',
  has_two_factor: true
}, userId);

Testing Analytics

To test the implementation:

1. Set ALGA_USAGE_STATS=true in your environment
2. Perform actions (create tickets, login, search)
3. Check PostHog dashboard for events
4. Verify no PII is being sent
5. Test opt-out with ALGA_USAGE_STATS=false