Feature/escalate via ivr

engine/backend.go

@@ -35,7 +35,8 @@ func newBackend(db *sql.DB) (*backend, error) {
 				id,
 				alert_id,
 				service_id,
-				contact_method_id
+				contact_method_id,
+				created_at
 			FROM outgoing_messages
 			WHERE id = $1
 		`),
@@ -60,7 +61,7 @@ func (b *backend) FindOne(ctx context.Context, id string) (*callback, error) {
 	var alertID sql.NullInt64
 	var serviceID sql.NullString
 	var cmID sql.NullString
-	err = b.findOne.QueryRowContext(ctx, id).Scan(&c.ID, &alertID, &serviceID, &cmID)
+	err = b.findOne.QueryRowContext(ctx, id).Scan(&c.ID, &alertID, &serviceID, &cmID, &c.CreatedAt)
 	if err != nil {
 		return nil, err
 	}

engine/callback.go

@@ -1,6 +1,8 @@
 package engine
 
 import (
+	"time"
+
 	"github.com/target/goalert/validation/validate"
 
 	"github.com/google/uuid"
@@ -11,6 +13,7 @@ type callback struct {
 	AlertID         int
 	ServiceID       string
 	ContactMethodID string
+	CreatedAt       time.Time
 }
 
 func (c callback) Normalize() (*callback, error) {

engine/engine.go

@@ -323,6 +323,12 @@ func (p *Engine) ReceiveSubject(ctx context.Context, providerID, subjectID, call
 		newStatus = alert.StatusActive
 	case notification.ResultResolve:
 		newStatus = alert.StatusClosed
+	case notification.ResultEscalate:
+		err = p.a.EscalateAsOf(ctx, cb.AlertID, cb.CreatedAt)
+		if err != nil {
+			return fmt.Errorf("escalate alert: %w", err)
+		}
+		return nil
 	default:
 		return errors.New("unknown result type")
 	}
@@ -376,6 +382,12 @@ func (p *Engine) Receive(ctx context.Context, callbackID string, result notifica
 		newStatus = alert.StatusActive
 	case notification.ResultResolve:
 		newStatus = alert.StatusClosed
+	case notification.ResultEscalate:
+		err = p.a.EscalateAsOf(ctx, cb.AlertID, cb.CreatedAt)
+		if err != nil {
+			return fmt.Errorf("escalate alert: %w", err)
+		}
+		return nil
 	default:
 		return errors.New("unknown result type")
 	}

notification/result.go

@@ -9,4 +9,5 @@ type Result int
 const (
 	ResultAcknowledge Result = iota
 	ResultResolve
+	ResultEscalate
 )

notification/twilio/alertsms.go

@@ -26,7 +26,7 @@ var alertTempl = template.Must(template.New("alertSMS").Parse(`Alert #{{.AlertID
 {{.Link}}{{end}}
 {{- if .Code}}
 
-Reply '{{.Code}}a' to ack, '{{.Code}}c' to close.{{end}}`))
+Reply '{{.Code}}a' to ack, '{{.Code}}e' to escalate, '{{.Code}}c' to close.{{end}}`))
 
 var bundleTempl = template.Must(template.New("alertBundleSMS").Parse(`Svc '{{.ServiceName}}': {{.Count}} unacked alert{{if gt .Count 1}}s{{end}}
 

notification/twilio/alertsms_test.go

@@ -62,7 +62,7 @@ func TestSMS_RenderAlert(t *testing.T) {
 
 https://example.com/alerts/123
 
-Reply '1a' to ack, '1c' to close.`,
+Reply '1a' to ack, '1e' to escalate, '1c' to close.`,
 	)
 
 	check("no-reply-code",
@@ -86,7 +86,7 @@ https://example.com/alerts/123`,
 		1,
 		`Alert #123: Testing
 
-Reply '1a' to ack, '1c' to close.`,
+Reply '1a' to ack, '1e' to escalate, '1c' to close.`,
 	)
 
 	check("no-link-or-reply-code",
@@ -106,11 +106,11 @@ Reply '1a' to ack, '1c' to close.`,
 		},
 		"https://example.com/alerts/123",
 		1,
-		`Alert #123: Testing with a really really obnoxiously long message that will be need to be tru
+		`Alert #123: Testing with a really really obnoxiously long message that will
 
 https://example.com/alerts/123
 
-Reply '1a' to ack, '1c' to close.`,
+Reply '1a' to ack, '1e' to escalate, '1c' to close.`,
 	)
 
 	check("truncate-long-id",
@@ -120,11 +120,11 @@ Reply '1a' to ack, '1c' to close.`,
 		},
 		"https://example.com/alerts/123",
 		1,
-		`Alert #123456789: Testing with a really really obnoxiously long message that will be need to
+		`Alert #123456789: Testing with a really really obnoxiously long message tha
 
 https://example.com/alerts/123
 
-Reply '1a' to ack, '1c' to close.`,
+Reply '1a' to ack, '1e' to escalate, '1c' to close.`,
 	)
 
 	check("message-too-long",

notification/twilio/sms.go

@@ -3,6 +3,7 @@ package twilio
 import (
 	"context"
 	"database/sql"
+	stderrors "errors"
 	"fmt"
 	"net/http"
 	"net/url"
@@ -17,15 +18,16 @@ import (
 	"github.com/target/goalert/permission"
 	"github.com/target/goalert/retry"
 	"github.com/target/goalert/util/log"
+	"github.com/target/goalert/validation"
 	"github.com/ttacon/libphonenumber"
 
 	"github.com/pkg/errors"
 )
 
 var (
-	lastReplyRx  = regexp.MustCompile(`^'?\s*(c|close|a|ack[a-z]*)\s*'?$`)
-	shortReplyRx = regexp.MustCompile(`^'?\s*([0-9]+)\s*(c|a)\s*'?$`)
-	alertReplyRx = regexp.MustCompile(`^'?\s*(c|close|a|ack[a-z]*)\s*#?\s*([0-9]+)\s*'?$`)
+	lastReplyRx  = regexp.MustCompile(`^'?\s*(c|close|a|e|ack[a-z]*)\s*'?$`)
+	shortReplyRx = regexp.MustCompile(`^'?\s*([0-9]+)\s*(c|a|e)\s*'?$`)
+	alertReplyRx = regexp.MustCompile(`^'?\s*(c|close|e|a|ack[a-z]*)\s*#?\s*([0-9]+)\s*'?$`)
 
 	svcReplyRx = regexp.MustCompile(`^'?\s*([0-9]+)\s*(cc|aa)\s*'?$`)
 )
@@ -303,13 +305,17 @@ func (s *SMS) ServeMessage(w http.ResponseWriter, req *http.Request) {
 	if m := lastReplyRx.FindStringSubmatch(body); len(m) == 2 {
 		if strings.HasPrefix(m[1], "a") {
 			result = notification.ResultAcknowledge
+		} else if strings.HasPrefix(m[1], "e") {
+			result = notification.ResultEscalate
 		} else {
 			result = notification.ResultResolve
 		}
 		lookupFn = func() (*codeInfo, error) { return s.b.LookupByCode(ctx, from, 0) }
 	} else if m := shortReplyRx.FindStringSubmatch(body); len(m) == 3 {
 		if strings.HasPrefix(m[2], "a") {
 			result = notification.ResultAcknowledge
+		} else if strings.HasPrefix(m[2], "e") {
+			result = notification.ResultEscalate
 		} else {
 			result = notification.ResultResolve
 		}
@@ -323,6 +329,8 @@ func (s *SMS) ServeMessage(w http.ResponseWriter, req *http.Request) {
 	} else if m := alertReplyRx.FindStringSubmatch(body); len(m) == 3 {
 		if strings.HasPrefix(m[1], "a") {
 			result = notification.ResultAcknowledge
+		} else if strings.HasPrefix(m[1], "e") {
+			result = notification.ResultEscalate
 		} else {
 			result = notification.ResultResolve
 		}
@@ -337,6 +345,8 @@ func (s *SMS) ServeMessage(w http.ResponseWriter, req *http.Request) {
 		isSvc = true
 		if strings.HasPrefix(m[2], "a") {
 			result = notification.ResultAcknowledge
+		} else if strings.HasPrefix(m[2], "e") {
+			result = notification.ResultEscalate
 		} else {
 			result = notification.ResultResolve
 		}
@@ -359,6 +369,8 @@ func (s *SMS) ServeMessage(w http.ResponseWriter, req *http.Request) {
 	var prefix string
 	if result == notification.ResultAcknowledge {
 		prefix = "Acknowledged"
+	} else if result == notification.ResultEscalate {
+		prefix = "Escalation requested"
 	} else {
 		prefix = "Closed"
 	}
@@ -390,6 +402,9 @@ func (s *SMS) ServeMessage(w http.ResponseWriter, req *http.Request) {
 	} else if alert.IsAlreadyAcknowledged(err) {
 		nonSystemErr = true
 		msg = fmt.Sprintf("Alert #%d already acknowledged", alert.AlertID(err))
+	} else if validation.IsClientError(err) {
+		respond(true, "Error: "+stderrors.Unwrap(err).Error())
+		return
 	}
 
 	if nonSystemErr {

notification/twilio/twiml.go

@@ -57,6 +57,7 @@ const (
 	optionCancel
 	optionConfirmStop
 	optionAck
+	optionEscalate
 	optionClose
 	optionAckAll
 	optionCloseAll
@@ -81,6 +82,9 @@ func (t *twiMLResponse) AddOptions(options ...menuOption) {
 		case optionAck:
 			t.expectResponse = true
 			t.Sayf("To acknowledge, press %s.", digitAck)
+		case optionEscalate:
+			t.expectResponse = true
+			t.Sayf("To escalate, press %s.", digitEscalate)
 		case optionClose:
 			t.expectResponse = true
 			t.Sayf("To close, press %s.", digitClose)

notification/twilio/twiml_test.go

@@ -150,6 +150,36 @@ func TestTwiMLResponse(t *testing.T) {
 			<prosody rate="slow">To repeat this message, press star.</prosody>
 		</Say>
 	</Gather>
+</Response>`, string(data))
+	})
+	t.Run("esc test", func(t *testing.T) {
+		var mockConfig config.Config
+		ctx := mockConfig.Context(context.Background())
+		rec := httptest.NewRecorder()
+
+		r := newTwiMLResponse(ctx, rec)
+		r.Say("Hello")
+		r.AddOptions(optionEscalate)
+		r.Gather("http://example.com")
+
+		resp := rec.Result()
+		assert.Equal(t, http.StatusOK, resp.StatusCode)
+		assert.Contains(t, resp.Header.Get("Content-Type"), "application/xml")
+		data, err := io.ReadAll(resp.Body)
+		assert.NoError(t, err)
+		assert.Equal(t, `<?xml version="1.0" encoding="UTF-8"?>
+<Response>
+	<Gather numDigits="1" timeout="10" action="http://example.com">
+		<Say>
+			<prosody rate="slow">Hello</prosody>
+		</Say>
+		<Say>
+			<prosody rate="slow">To escalate, press 5.</prosody>
+		</Say>
+		<Say>
+			<prosody rate="slow">To repeat this message, press star.</prosody>
+		</Say>
+	</Gather>
 </Response>`, string(data))
 	})
 }

notification/twilio/voice.go

@@ -4,6 +4,7 @@ import (
 	"context"
 	"database/sql"
 	"encoding/base64"
+	stderrors "errors"
 	"fmt"
 	"math"
 	"net/http"
@@ -20,6 +21,7 @@ import (
 	"github.com/target/goalert/permission"
 	"github.com/target/goalert/retry"
 	"github.com/target/goalert/util/log"
+	"github.com/target/goalert/validation"
 	"github.com/ttacon/libphonenumber"
 )
 
@@ -52,6 +54,7 @@ const (
 	digitConfirm  = "3"
 	digitOldAck   = "8"
 	digitOldClose = "9"
+	digitEscalate = "5"
 	sayRepeat     = "star"
 )
 
@@ -94,6 +97,10 @@ func voiceErrorMessage(ctx context.Context, err error) (string, error) {
 	if alert.IsAlreadyAcknowledged(err) {
 		return "Alert is already acknowledged.", nil
 	}
+	if validation.IsClientError(err) {
+		return "Error: " + stderrors.Unwrap(err).Error(), nil
+	}
+
 	// Error is something else.
 	return "System error. Please visit the dashboard.", err
 }
@@ -286,7 +293,6 @@ func (v *Voice) ServeStatusCallback(w http.ResponseWriter, req *http.Request) {
 		// log and continue
 		log.Log(ctx, err)
 	}
-
 }
 
 type call struct {
@@ -483,6 +489,7 @@ func (v *Voice) ServeTest(w http.ResponseWriter, req *http.Request) {
 		return
 	}
 }
+
 func (v *Voice) ServeVerify(w http.ResponseWriter, req *http.Request) {
 	if disabled(w, req) {
 		return
@@ -587,7 +594,7 @@ func (v *Voice) ServeAlert(w http.ResponseWriter, req *http.Request) {
 		if call.Q.Get(msgParamBundle) == "1" {
 			resp.AddOptions(optionAckAll, optionCloseAll)
 		} else {
-			resp.AddOptions(optionAck, optionClose)
+			resp.AddOptions(optionAck, optionEscalate, optionClose)
 		}
 		resp.AddOptions(optionStop)
 		resp.Gather(v.callbackURL(ctx, call.Q, CallTypeAlert))
@@ -598,12 +605,15 @@ func (v *Voice) ServeAlert(w http.ResponseWriter, req *http.Request) {
 		resp.Redirect(v.callbackURL(ctx, call.Q, CallTypeStop))
 		return
 
-	case digitAck, digitClose: // Acknowledge and Close cases
+	case digitAck, digitClose, digitEscalate: // Acknowledge , Escalate and Close cases
 		var result notification.Result
 		var msg string
 		if call.Digits == digitClose {
 			result = notification.ResultResolve
 			msg = "Closed"
+		} else if call.Digits == digitEscalate {
+			result = notification.ResultEscalate
+			msg = "Escalation requested"
 		} else {
 			result = notification.ResultAcknowledge
 			msg = "Acknowledged"