SLACK_COORD_RELATORIO/sql/candidatos_v2_glpi.sql

-- Candidatos V2: mesma base/exclusao do V1, sem corte em blocos.
-- Parametros substituidos pelo node: {DIAS_SEM_INTERACAO_ALERTA} {HORAS_SLA_RISCO} {GLPI_BASE_URL} {CANDIDATE_POOL_SIZE}

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.content AS descricao, 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, descricao, status, 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
)
SELECT * FROM chamados_ranked
ORDER BY score_criticidade DESC, sla_vencido DESC, dias_sem_interacao DESC, dias_aberto DESC
LIMIT {CANDIDATE_POOL_SIZE};