add stale closing

nephthys/__main__.py

@@ -1,6 +1,7 @@
 import asyncio
 import contextlib
 import logging
+from datetime import datetime
 
 import uvicorn
 from aiohttp import ClientSession
@@ -8,6 +9,7 @@ from apscheduler.schedulers.asyncio import AsyncIOScheduler
 from dotenv import load_dotenv
 from starlette.applications import Starlette
 
+from nephthys.tasks.close_stale import close_stale_tickets
 from nephthys.tasks.daily_stats import send_daily_stats
 from nephthys.tasks.update_helpers import update_helpers
 from nephthys.utils.delete_thread import process_queue
@@ -35,6 +37,13 @@ async def main(_app: Starlette):
 
         scheduler = AsyncIOScheduler(timezone="Europe/London")
         scheduler.add_job(send_daily_stats, "cron", hour=0, minute=0)
+        scheduler.add_job(
+            close_stale_tickets,
+            "interval",
+            hours=1,
+            max_instances=1,
+            next_run_time=datetime.now(),
+        )
         scheduler.start()
 
         delete_msg_task = asyncio.create_task(process_queue())

nephthys/actions/resolve.py

@@ -9,7 +9,7 @@ from nephthys.utils.permissions import can_resolve
 from prisma.enums import TicketStatus
 
 
-async def resolve(ts: str, resolver: str, client: AsyncWebClient):
+async def resolve(ts: str, resolver: str, client: AsyncWebClient, stale: bool = False):
     resolving_user = await env.db.user.find_unique(where={"slackId": resolver})
     if not resolving_user:
         await send_heartbeat(
@@ -57,7 +57,9 @@ async def resolve(ts: str, resolver: str, client: AsyncWebClient):
 
     await client.chat_postMessage(
         channel=env.slack_help_channel,
-        text=env.transcript.ticket_resolve.format(user_id=resolver),
+        text=env.transcript.ticket_resolve.format(user_id=resolver)
+        if not stale
+        else env.transcript.ticket_resolve_stale.format(user_id=resolver),
         thread_ts=ts,
     )
 

nephthys/tasks/close_stale.py

@@ -0,0 +1,77 @@
+import asyncio
+import logging
+from datetime import datetime
+from datetime import timedelta
+from datetime import timezone
+
+from slack_sdk.errors import SlackApiError
+
+from nephthys.actions.resolve import resolve
+from nephthys.utils.env import env
+from nephthys.utils.logging import send_heartbeat
+from prisma.enums import TicketStatus
+
+
+async def get_is_stale(ts: str) -> bool:
+    try:
+        replies = await env.slack_client.conversations_replies(
+            channel=env.slack_help_channel, ts=ts, limit=1000
+        )
+        last_reply = (
+            replies.get("messages", [])[-1] if replies.get("messages") else None
+        )
+        if not last_reply:
+            logging.error("No replies found - this should never happen")
+            await send_heartbeat(f"No replies found for ticket {ts}")
+            return False
+        return (
+            datetime.now(tz=timezone.utc)
+            - datetime.fromtimestamp(float(ts), tz=timezone.utc)
+        ) > timedelta(days=3)
+    except SlackApiError as e:
+        if e.response["error"] == "ratelimited":
+            retry_after = int(e.response.headers.get("Retry-After", 1))
+            logging.warning(
+                f"Rate limited while fetching replies for ticket {ts}. Retrying after {retry_after} seconds."
+            )
+            await asyncio.sleep(retry_after)
+            return await get_is_stale(ts)
+        else:
+            logging.error(
+                f"Error fetching replies for ticket {ts}: {e.response['error']}"
+            )
+            await send_heartbeat(
+                f"Error fetching replies for ticket {ts}: {e.response['error']}"
+            )
+            return False
+
+
+async def close_stale_tickets():
+    """
+    Closes tickets that have been open for more than 7 days.
+    This task is intended to be run periodically.
+    """
+
+    logging.info("Closing stale tickets...")
+    await send_heartbeat("Closing stale tickets...")
+
+    try:
+        tickets = await env.db.ticket.find_many(
+            where={"NOT": [{"status": TicketStatus.CLOSED}]},
+            include={
+                "openedBy": True,
+            },
+        )
+        stale_tickets = [
+            ticket for ticket in tickets if await get_is_stale(ticket.msgTs)
+        ]
+
+        for ticket in stale_tickets:
+            await resolve(ticket.msgTs, ticket.openedBy.slackId, env.slack_client)  # type: ignore (this is valid - see include above)
+
+        await send_heartbeat(f"Closed {len(stale_tickets)} stale tickets.")
+
+        logging.info(f"Closed {len(stale_tickets)} stale tickets.")
+    except Exception as e:
+        logging.error(f"Error closing stale tickets: {e}")
+        await send_heartbeat(f"Error closing stale tickets: {e}")

nephthys/transcripts/transcript.py

@@ -59,6 +59,11 @@ class Transcript(BaseModel):
         default="", description="Message when ticket is resolved"
     )
 
+    ticket_resolve_stale: str = Field(
+        default="",
+        description="Message when ticket is resolved due to being stale",
+    )
+
     thread_broadcast_delete: str = Field(
         default="hey! please keep your messages *all in one thread* to make it easier to read! i've gone ahead and removed that message from the channel for ya :D",
     )
@@ -116,6 +121,10 @@ if your question has been answered, please hit the button below to mark it as re
             self.ticket_resolve = f"""oh, oh! it looks like this post has been marked as resolved by <@{{user_id}}>! if you have any more questions, please make a new post in <#{self.help_channel}> and someone'll be happy to help you out! not me though, i'm just a silly racoon ^-^
     """
 
+        if not self.ticket_resolve_stale:
+            self.ticket_resolve_stale = f""":rac_nooo: it looks like this post is a bit old! if you still need help, please make a new post in <#{self.help_channel}> and someone'll be happy to help you out! ^~^
+        """
+
         if not self.home_unknown_user_text:
             self.home_unknown_user_text = f"heyyyy, heidi here! it looks like i'm not allowed to show ya this. sorry! if you think this is a mistake, please reach out to <@{self.program_owner}> and she'll lmk what to do!"