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Excluded: .git, node_modules, secrets/, compose.env, assemblyscript tgz Source: /opt/alga-psa on psa.joliet.tech
334 lines
14 KiB
JavaScript
334 lines
14 KiB
JavaScript
/**
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* Source-of-truth: SLA escalation email template.
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*
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* Sent when a ticket is escalated due to SLA concerns.
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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-escalation';
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const SUBTYPE_NAME = 'SLA Escalation';
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const SUBJECTS = {
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en: 'Ticket Escalated: #{{ticketNumber}} - Level {{escalationLevel}}',
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fr: 'Ticket escalad\u00e9\u00a0: #{{ticketNumber}} - niveau {{escalationLevel}}',
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es: 'Ticket escalado: #{{ticketNumber}} - nivel {{escalationLevel}}',
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de: 'Ticket eskaliert: #{{ticketNumber}} - Stufe {{escalationLevel}}',
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nl: 'Ticket ge\u00ebscaleerd: #{{ticketNumber}} - niveau {{escalationLevel}}',
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it: 'Ticket scalato: #{{ticketNumber}} - livello {{escalationLevel}}',
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pl: 'Zg\u0142oszenie eskalowane: #{{ticketNumber}} - poziom {{escalationLevel}}',
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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: 'Ticket Escalation',
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headerTitle: 'Level {{escalationLevel}} Escalation',
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headerMeta: 'Ticket #{{ticketNumber}}',
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greeting: 'Hi {{recipientName}},',
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intro: 'A ticket has been escalated to you due to SLA concerns. You have been added as an escalation manager.',
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ticket: 'Ticket',
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escalationLevel: 'Escalation Level',
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levelPrefix: 'Level',
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reason: 'Reason',
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priority: 'Priority',
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client: 'Client',
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assignedTo: 'Assigned To',
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callToAction: 'Please review this ticket and take appropriate action.',
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viewButton: 'View Ticket',
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footer: 'Powered by Alga PSA · Keeping teams aligned',
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textHeader: 'TICKET ESCALATION: Level {{escalationLevel}}',
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textGreeting: 'Hi {{recipientName}},',
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textIntro: 'A ticket has been escalated to you due to SLA concerns. You have been added as an escalation manager.',
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textDetailsHeader: 'Ticket Details:',
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textTicket: 'Ticket',
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textEscalationLevel: 'Escalation Level',
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textLevelPrefix: 'Level',
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textReason: 'Reason',
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textPriority: 'Priority',
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textClient: 'Client',
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textAssignedTo: 'Assigned To',
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textCallToAction: 'Please review this ticket and take appropriate action.',
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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: 'Escalade du ticket',
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headerTitle: 'Escalade de niveau {{escalationLevel}}',
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headerMeta: 'Ticket #{{ticketNumber}}',
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greeting: 'Bonjour {{recipientName}},',
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intro: 'Un ticket vous a \u00e9t\u00e9 escalad\u00e9 en raison de pr\u00e9occupations li\u00e9es au SLA. Vous avez \u00e9t\u00e9 ajout\u00e9 comme responsable d\'escalade.',
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ticket: 'Ticket',
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escalationLevel: 'Niveau d\'escalade',
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levelPrefix: 'Niveau',
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reason: 'Motif',
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priority: 'Priorit\u00e9',
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client: 'Client',
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assignedTo: 'Assign\u00e9 \u00e0',
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callToAction: 'Veuillez examiner ce ticket et prendre les mesures appropri\u00e9es.',
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viewButton: 'Voir le ticket',
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footer: 'Powered by Alga PSA · Gardons les \u00e9quipes align\u00e9es',
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textHeader: 'ESCALADE DU TICKET\u00a0: niveau {{escalationLevel}}',
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textGreeting: 'Bonjour {{recipientName}},',
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textIntro: 'Un ticket vous a \u00e9t\u00e9 escalad\u00e9 en raison de pr\u00e9occupations li\u00e9es au SLA. Vous avez \u00e9t\u00e9 ajout\u00e9 comme responsable d\'escalade.',
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textDetailsHeader: 'D\u00e9tails du ticket\u00a0:',
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textTicket: 'Ticket',
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textEscalationLevel: 'Niveau d\'escalade',
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textLevelPrefix: 'Niveau',
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textReason: 'Motif',
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textPriority: 'Priorit\u00e9',
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textClient: 'Client',
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textAssignedTo: 'Assign\u00e9 \u00e0',
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textCallToAction: 'Veuillez examiner ce ticket et prendre les mesures appropri\u00e9es.',
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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: 'Escalada del ticket',
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headerTitle: 'Escalada de nivel {{escalationLevel}}',
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headerMeta: 'Ticket #{{ticketNumber}}',
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greeting: 'Hola {{recipientName}},',
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intro: 'Se le ha escalado un ticket debido a preocupaciones de SLA. Ha sido agregado como gestor de escalada.',
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ticket: 'Ticket',
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escalationLevel: 'Nivel de escalada',
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levelPrefix: 'Nivel',
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reason: 'Motivo',
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priority: 'Prioridad',
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client: 'Cliente',
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assignedTo: 'Asignado a',
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callToAction: 'Por favor, revise este ticket y tome las medidas correspondientes.',
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viewButton: 'Ver ticket',
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footer: 'Powered by Alga PSA · Manteniendo a los equipos alineados',
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textHeader: 'ESCALADA DEL TICKET: nivel {{escalationLevel}}',
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textGreeting: 'Hola {{recipientName}},',
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textIntro: 'Se le ha escalado un ticket debido a preocupaciones de SLA. Ha sido agregado como gestor de escalada.',
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textDetailsHeader: 'Detalles del ticket:',
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textTicket: 'Ticket',
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textEscalationLevel: 'Nivel de escalada',
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textLevelPrefix: 'Nivel',
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textReason: 'Motivo',
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textPriority: 'Prioridad',
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textClient: 'Cliente',
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textAssignedTo: 'Asignado a',
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textCallToAction: 'Por favor, revise este ticket y tome las medidas correspondientes.',
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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: 'Ticket-Eskalation',
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headerTitle: 'Eskalation der Stufe {{escalationLevel}}',
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headerMeta: 'Ticket #{{ticketNumber}}',
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greeting: 'Hallo {{recipientName}},',
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intro: 'Ein Ticket wurde aufgrund von SLA-Bedenken an Sie eskaliert. Sie wurden als Eskalationsmanager hinzugef\u00fcgt.',
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ticket: 'Ticket',
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escalationLevel: 'Eskalationsstufe',
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levelPrefix: 'Stufe',
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reason: 'Grund',
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priority: 'Priorit\u00e4t',
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client: 'Kunde',
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assignedTo: 'Zugewiesen an',
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callToAction: 'Bitte pr\u00fcfen Sie dieses Ticket und ergreifen Sie entsprechende Ma\u00dfnahmen.',
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viewButton: 'Ticket anzeigen',
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footer: 'Powered by Alga PSA · Teams auf Kurs halten',
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textHeader: 'TICKET-ESKALATION: Stufe {{escalationLevel}}',
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textGreeting: 'Hallo {{recipientName}},',
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textIntro: 'Ein Ticket wurde aufgrund von SLA-Bedenken an Sie eskaliert. Sie wurden als Eskalationsmanager hinzugef\u00fcgt.',
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textDetailsHeader: 'Ticket-Details:',
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textTicket: 'Ticket',
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textEscalationLevel: 'Eskalationsstufe',
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textLevelPrefix: 'Stufe',
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textReason: 'Grund',
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textPriority: 'Priorit\u00e4t',
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textClient: 'Kunde',
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textAssignedTo: 'Zugewiesen an',
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textCallToAction: 'Bitte pr\u00fcfen Sie dieses Ticket und ergreifen Sie entsprechende Ma\u00dfnahmen.',
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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: 'Ticket-escalatie',
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headerTitle: 'Escalatie niveau {{escalationLevel}}',
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headerMeta: 'Ticket #{{ticketNumber}}',
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greeting: 'Hallo {{recipientName}},',
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intro: 'Een ticket is vanwege SLA-zorgen naar u ge\u00ebscaleerd. U bent toegevoegd als escalatiemanager.',
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ticket: 'Ticket',
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escalationLevel: 'Escalatieniveau',
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levelPrefix: 'Niveau',
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reason: 'Reden',
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priority: 'Prioriteit',
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client: 'Klant',
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assignedTo: 'Toegewezen aan',
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callToAction: 'Beoordeel dit ticket en onderneem passende actie.',
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viewButton: 'Ticket bekijken',
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footer: 'Powered by Alga PSA · Teams op \u00e9\u00e9n lijn houden',
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textHeader: 'TICKET-ESCALATIE: niveau {{escalationLevel}}',
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textGreeting: 'Hallo {{recipientName}},',
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textIntro: 'Een ticket is vanwege SLA-zorgen naar u ge\u00ebscaleerd. U bent toegevoegd als escalatiemanager.',
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textDetailsHeader: 'Ticketgegevens:',
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textTicket: 'Ticket',
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textEscalationLevel: 'Escalatieniveau',
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textLevelPrefix: 'Niveau',
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textReason: 'Reden',
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textPriority: 'Prioriteit',
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textClient: 'Klant',
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textAssignedTo: 'Toegewezen aan',
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textCallToAction: 'Beoordeel dit ticket en onderneem passende actie.',
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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: 'Escalation del ticket',
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headerTitle: 'Escalation di livello {{escalationLevel}}',
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headerMeta: 'Ticket #{{ticketNumber}}',
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greeting: 'Ciao {{recipientName}},',
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intro: 'Un ticket \u00e8 stato scalato a te per motivi di SLA. Sei stato aggiunto come responsabile dell\'escalation.',
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ticket: 'Ticket',
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escalationLevel: 'Livello di escalation',
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levelPrefix: 'Livello',
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reason: 'Motivo',
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priority: 'Priorit\u00e0',
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client: 'Cliente',
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assignedTo: 'Assegnato a',
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callToAction: 'Esamina questo ticket e intraprendi le azioni appropriate.',
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viewButton: 'Apri ticket',
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footer: 'Powered by Alga PSA · Manteniamo i team allineati',
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textHeader: 'ESCALATION DEL TICKET: livello {{escalationLevel}}',
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textGreeting: 'Ciao {{recipientName}},',
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textIntro: 'Un ticket \u00e8 stato scalato a te per motivi di SLA. Sei stato aggiunto come responsabile dell\'escalation.',
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textDetailsHeader: 'Dettagli del ticket:',
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textTicket: 'Ticket',
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textEscalationLevel: 'Livello di escalation',
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textLevelPrefix: 'Livello',
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textReason: 'Motivo',
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textPriority: 'Priorit\u00e0',
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textClient: 'Cliente',
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textAssignedTo: 'Assegnato a',
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textCallToAction: 'Esamina questo ticket e intraprendi le azioni appropriate.',
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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: 'Eskalacja zg\u0142oszenia',
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headerTitle: 'Eskalacja poziomu {{escalationLevel}}',
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headerMeta: 'Zg\u0142oszenie #{{ticketNumber}}',
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greeting: 'Witaj {{recipientName}},',
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intro: 'Zg\u0142oszenie zosta\u0142o eskalowane do Ciebie z powod\u00f3w SLA. Zosta\u0142e\u015b(a\u015b) dodany(a) jako mened\u017cer eskalacji.',
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ticket: 'Zg\u0142oszenie',
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escalationLevel: 'Poziom eskalacji',
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levelPrefix: 'Poziom',
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reason: 'Pow\u00f3d',
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priority: 'Priorytet',
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client: 'Klient',
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assignedTo: 'Przypisane do',
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callToAction: 'Zapoznaj si\u0119 z tym zg\u0142oszeniem i podejmij odpowiednie dzia\u0142ania.',
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viewButton: 'Zobacz zg\u0142oszenie',
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footer: 'Powered by Alga PSA',
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textHeader: 'ESKALACJA ZG\u0141OSZENIA: poziom {{escalationLevel}}',
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textGreeting: 'Witaj {{recipientName}},',
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textIntro: 'Zg\u0142oszenie zosta\u0142o eskalowane do Ciebie z powod\u00f3w SLA. Zosta\u0142e\u015b(a\u015b) dodany(a) jako mened\u017cer eskalacji.',
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textDetailsHeader: 'Szczeg\u00f3\u0142y zg\u0142oszenia:',
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textTicket: 'Zg\u0142oszenie',
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textEscalationLevel: 'Poziom eskalacji',
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textLevelPrefix: 'Poziom',
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textReason: 'Pow\u00f3d',
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textPriority: 'Priorytet',
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textClient: 'Klient',
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textAssignedTo: 'Przypisane do',
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textCallToAction: 'Zapoznaj si\u0119 z tym zg\u0142oszeniem i podejmij odpowiednie dzia\u0142ania.',
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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;">${c.greeting}</p>
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<p style="margin:0 0 16px 0;font-size:15px;color:#1f2933;line-height:1.5;">${c.intro}</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.escalationLevel}</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:${BRAND_PRIMARY};">${c.levelPrefix} {{escalationLevel}}</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;">${c.reason}</td>
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<td style="padding:12px 0;border-bottom:1px solid #eef2ff;">{{escalationReason}}</td>
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</tr>
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<tr>
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<td style="padding:12px 0;border-bottom:1px solid #eef2ff;font-weight:600;color:#475467;">${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.assignedTo}</td>
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<td style="padding:12px 0;">{{assigneeName}}</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.textIntro}
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${c.textDetailsHeader}
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- ${c.textTicket}: #{{ticketNumber}} - {{ticketTitle}}
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- ${c.textEscalationLevel}: ${c.textLevelPrefix} {{escalationLevel}}
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- ${c.textReason}: {{escalationReason}}
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- ${c.textPriority}: {{priority}}
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- ${c.textClient}: {{clientName}}
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- ${c.textAssignedTo}: {{assigneeName}}
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${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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