SLACK_COORD_RELATORIO/sql/top_10_chamados_abertos_glpi.sql

-- Top 10 chamados abertos por blocos operacionais.
-- Blocos:
-- - 3 chamados com SLA vencido mais criticos
-- - 3 chamados com maior tempo sem interacao
-- - 2 chamados sem tecnico atribuido
-- - 2 chamados de prioridade alta mais recentes
-- Se faltar item em algum bloco, o complemento vem do ranking geral.
--
-- Ajuste os parametros abaixo no workflow n8n:
-- {DIAS_SEM_INTERACAO_ALERTA}
-- {HORAS_SLA_RISCO}
-- {GLPI_BASE_URL}

WITH ultima_interacao AS (
    SELECT
        tickets_id,
        MAX(data_interacao) AS ultima_interacao_em
    FROM (
        SELECT tickets_id, MAX(data_interacao) AS data_interacao
        FROM (
            SELECT items_id AS tickets_id, date AS data_interacao
            FROM glpi_itilfollowups
            WHERE itemtype = 'Ticket'
              AND is_private = 0

            UNION ALL

            SELECT items_id AS tickets_id, date_mod AS data_interacao
            FROM glpi_itilfollowups
            WHERE itemtype = 'Ticket'
              AND is_private = 0

            UNION ALL

            SELECT items_id AS tickets_id, date_creation AS data_interacao
            FROM glpi_itilfollowups
            WHERE itemtype = 'Ticket'
              AND is_private = 0
        ) followup_datas
        WHERE data_interacao IS NOT NULL
        GROUP BY tickets_id

        UNION ALL

        SELECT tickets_id, MAX(data_interacao) AS data_interacao
        FROM (
            SELECT tickets_id, date AS data_interacao
            FROM glpi_tickettasks

            UNION ALL

            SELECT tickets_id, date_mod AS data_interacao
            FROM glpi_tickettasks

            UNION ALL

            SELECT tickets_id, date_creation AS data_interacao
            FROM glpi_tickettasks
        ) task_datas
        WHERE data_interacao IS NOT NULL
        GROUP BY tickets_id
    ) interacoes
    GROUP BY tickets_id
), tecnicos AS (
    SELECT
        tu.tickets_id,
        GROUP_CONCAT(TRIM(CONCAT(COALESCE(u.firstname, ''), ' ', COALESCE(u.realname, u.name))) SEPARATOR ', ') AS tecnicos
    FROM glpi_tickets_users tu
    LEFT JOIN glpi_users u ON u.id = tu.users_id
    WHERE tu.type = 2
    GROUP BY tu.tickets_id
), chamados_base AS (
    SELECT
        t.id,
        t.name AS titulo,
        t.status,
        CASE t.status
            WHEN 1 THEN 'Novo'
            WHEN 2 THEN 'Em atendimento'
            WHEN 3 THEN 'Planejado'
            WHEN 4 THEN 'Pendente'
            ELSE CONCAT('Status ', t.status)
        END AS status_nome,
        t.date AS aberto_em,
        t.date_mod AS modificado_em,
        t.time_to_resolve AS sla_resolver_ate,
        t.priority,
        t.urgency,
        t.impact,
        COALESCE(e.completename, e.name, 'Nao informado') AS entidade,
        COALESCE(c.completename, c.name, 'Sem categoria') AS categoria,
        COALESCE(tecnicos.tecnicos, 'Sem tecnico atribuido') AS tecnico_atribuido,
        GREATEST(
            COALESCE(ultima_interacao.ultima_interacao_em, '1970-01-01 00:00:00'),
            COALESCE(t.date_mod, '1970-01-01 00:00:00'),
            COALESCE(t.date, '1970-01-01 00:00:00')
        ) AS ultima_interacao_em,
        TIMESTAMPDIFF(DAY, t.date, NOW()) AS dias_aberto,
        GREATEST(TIMESTAMPDIFF(DAY, GREATEST(
            COALESCE(ultima_interacao.ultima_interacao_em, '1970-01-01 00:00:00'),
            COALESCE(t.date_mod, '1970-01-01 00:00:00'),
            COALESCE(t.date, '1970-01-01 00:00:00')
        ), NOW()), 0) AS dias_sem_interacao,
        TIMESTAMPDIFF(HOUR, NOW(), t.time_to_resolve) AS horas_ate_sla,
        CASE WHEN t.time_to_resolve IS NOT NULL AND t.time_to_resolve < NOW() THEN 1 ELSE 0 END AS sla_vencido,
        CASE
            WHEN t.time_to_resolve IS NOT NULL
             AND t.time_to_resolve >= NOW()
             AND TIMESTAMPDIFF(HOUR, NOW(), t.time_to_resolve) <= {HORAS_SLA_RISCO} THEN 1
            ELSE 0
        END AS sla_em_risco,
        CASE WHEN tecnicos.tecnicos IS NULL THEN 1 ELSE 0 END AS sem_tecnico,
        CONCAT('{GLPI_BASE_URL}', '/front/ticket.form.php?id=', t.id) AS link_glpi
    FROM glpi_tickets t
    LEFT JOIN glpi_entities e ON e.id = t.entities_id
    LEFT JOIN glpi_itilcategories c ON c.id = t.itilcategories_id
    LEFT JOIN ultima_interacao ON ultima_interacao.tickets_id = t.id
    LEFT JOIN tecnicos ON tecnicos.tickets_id = t.id
    WHERE t.is_deleted = false
      AND t.status NOT IN (5, 6)
      AND COALESCE(c.completename, c.name, '') NOT LIKE 'ADMINISTRATIVO%'
      AND COALESCE(c.completename, c.name, '') NOT LIKE 'DESENVOLVIMENTO%'
      AND COALESCE(c.completename, c.name, '') NOT LIKE 'INFRA%'
), chamados_ranked AS (
    SELECT
        id,
        titulo,
        status_nome,
        aberto_em,
        modificado_em,
        ultima_interacao_em,
        dias_aberto,
        dias_sem_interacao,
        sla_resolver_ate,
        horas_ate_sla,
        sla_vencido,
        sla_em_risco,
        priority AS prioridade,
        urgency AS urgencia,
        impact AS impacto,
        entidade,
        categoria,
        tecnico_atribuido,
        sem_tecnico,
        link_glpi,
        (
            CASE WHEN sla_vencido = 1 THEN 100 ELSE 0 END
            + CASE WHEN sla_em_risco = 1 THEN 45 ELSE 0 END
            + CASE
                WHEN dias_sem_interacao >= 7 THEN 35
                WHEN dias_sem_interacao >= 3 THEN 25
                WHEN dias_sem_interacao >= {DIAS_SEM_INTERACAO_ALERTA} THEN 10
                ELSE 0
              END
            + LEAST(dias_aberto, 30)
            + (priority * 8)
            + (urgency * 5)
            + (impact * 5)
            + CASE WHEN sem_tecnico = 1 THEN 25 ELSE 0 END
        ) AS score_criticidade
    FROM chamados_base
), sla_top AS (
    SELECT *, 'SLA vencido' AS bloco_origem, 1 AS bloco_ordem
    FROM chamados_ranked
    WHERE sla_vencido = 1
    ORDER BY score_criticidade DESC, dias_sem_interacao DESC, dias_aberto DESC
    LIMIT 3
), sem_interacao_top AS (
    SELECT *, 'Sem interacao' AS bloco_origem, 2 AS bloco_ordem
    FROM chamados_ranked
    WHERE id NOT IN (SELECT id FROM sla_top)
    ORDER BY dias_sem_interacao DESC, score_criticidade DESC, dias_aberto DESC
    LIMIT 3
), sem_tecnico_top AS (
    SELECT *, 'Sem tecnico' AS bloco_origem, 3 AS bloco_ordem
    FROM chamados_ranked
    WHERE sem_tecnico = 1
      AND id NOT IN (SELECT id FROM sla_top)
      AND id NOT IN (SELECT id FROM sem_interacao_top)
    ORDER BY score_criticidade DESC, dias_sem_interacao DESC, dias_aberto DESC
    LIMIT 2
), prioridade_alta_recente_top AS (
    SELECT *, 'Prioridade alta recente' AS bloco_origem, 4 AS bloco_ordem
    FROM chamados_ranked
    WHERE prioridade >= 4
      AND id NOT IN (SELECT id FROM sla_top)
      AND id NOT IN (SELECT id FROM sem_interacao_top)
      AND id NOT IN (SELECT id FROM sem_tecnico_top)
    ORDER BY aberto_em DESC, score_criticidade DESC
    LIMIT 2
), selecionados AS (
    SELECT * FROM sla_top
    UNION ALL
    SELECT * FROM sem_interacao_top
    UNION ALL
    SELECT * FROM sem_tecnico_top
    UNION ALL
    SELECT * FROM prioridade_alta_recente_top
), complemento AS (
    SELECT *, 'Ranking geral' AS bloco_origem, 5 AS bloco_ordem
    FROM chamados_ranked
    WHERE id NOT IN (SELECT id FROM selecionados)
    ORDER BY score_criticidade DESC, sla_vencido DESC, dias_sem_interacao DESC, dias_aberto DESC
    LIMIT 10
)
SELECT *
FROM (
    SELECT * FROM selecionados
    UNION ALL
    SELECT * FROM complemento
) ranking_final
ORDER BY bloco_ordem ASC, score_criticidade DESC, dias_sem_interacao DESC, dias_aberto DESC
LIMIT 10;