Add a statistic for oldest question waiting for a helper response (#152)

* Silence type error (that was annoying me)

* Add new metric: oldest_unanswered_ticket_age_minutes

* Fix datetime subtraction exception

nephthys/api/stats.py

@@ -30,6 +30,7 @@ async def stats(req: Request):
             ],
             "average_hang_time_minutes": total_stats.avg_hang_time_minutes,
             "mean_resolution_time_minutes": total_stats.mean_resolution_time_minutes,
+            "oldest_unanswered_ticket_age_minutes": total_stats.oldest_unanswered_ticket_age_minutes,
             "prev_day_total": prev_day_stats.new_tickets_total,
             "prev_day_open": prev_day_stats.new_tickets_still_open,
             "prev_day_in_progress": prev_day_stats.new_tickets_in_progress,

nephthys/tasks/daily_stats.py

@@ -113,7 +113,7 @@ you managed to close a whopping *{stats.closed_today}* tickets in the last 24 ho
 
         await env.slack_client.files_upload_v2(
             channel=env.slack_bts_channel,
-            file=pie_chart,
+            file=pie_chart,  # type: ignore (we requested a raw pie chart so type is bytes)
             title="ticket status",
             initial_comment=msg,
         )

nephthys/utils/old_tickets.py

@@ -6,7 +6,7 @@ from prisma.enums import UserType
 from prisma.models import Ticket
 
 
-async def get_unanswered_tickets(since: datetime) -> list[Ticket]:
+async def get_unanswered_tickets(since: datetime | None = None) -> list[Ticket]:
     """
     Finds tickets that have been awaiting a response from a helper for a while.
 
@@ -16,7 +16,7 @@ async def get_unanswered_tickets(since: datetime) -> list[Ticket]:
     unanswered_tickets = await env.db.ticket.find_many(
         where={
             "status": TicketStatus.OPEN,
-            "lastMsgAt": {"lt": since},
+            "lastMsgAt": {"lt": since} if since else {},
             "AND": [{"NOT": [{"lastMsgBy": UserType.HELPER}]}],
         },
         order={"lastMsgAt": "asc"},

nephthys/utils/stats.py

@@ -4,6 +4,7 @@ from statistics import fmean
 from typing import TypedDict
 
 from nephthys.utils.env import env
+from nephthys.utils.old_tickets import get_unanswered_tickets
 from prisma.enums import TicketStatus
 from prisma.models import Ticket
 from prisma.models import User
@@ -23,6 +24,7 @@ class OverallStatsResult:
     helpers_leaderboard: list[LeaderboardEntry]
     avg_hang_time_minutes: float | None
     mean_resolution_time_minutes: float | None
+    oldest_unanswered_ticket_age_minutes: float | None
 
 
 def calculate_hang_times(
@@ -72,6 +74,14 @@ async def calculate_overall_stats() -> OverallStatsResult:
     hang_times = calculate_hang_times(tickets, include_closed_tickets=False)
     resolution_times = calculate_resolution_times(tickets)
 
+    oldest_unanswered_tickets = await get_unanswered_tickets()
+    now = datetime.now().astimezone()
+    oldest_unanswered_ticket_age = (
+        (now - oldest_unanswered_tickets[0].createdAt).total_seconds() / 60
+        if oldest_unanswered_tickets
+        else None
+    )
+
     return OverallStatsResult(
         tickets_total=total,
         tickets_open=total_open,
@@ -82,6 +92,7 @@ async def calculate_overall_stats() -> OverallStatsResult:
         mean_resolution_time_minutes=fmean(resolution_times)
         if resolution_times
         else None,
+        oldest_unanswered_ticket_age_minutes=oldest_unanswered_ticket_age,
     )