Initial commit

skills/freshservice-manager/scripts/get_weekly_summary.js

@@ -0,0 +1,280 @@
+#!/usr/bin/env bun
+
+// Get weekly ticket summary for Technology workspace with trends
+// Usage: bun get_weekly_summary.js [weeks_ago]
+// weeks_ago: 0 = this week (default), 1 = last week, etc.
+
+import { readFileSync } from 'fs';
+import { homedir } from 'os';
+import { join } from 'path';
+
+function loadEnv() {
+  const envPath = join(homedir(), 'Library/Mobile Documents/com~apple~CloudDocs/Geoffrey/secrets/.env');
+  const content = readFileSync(envPath, 'utf-8');
+  const env = {};
+  for (const line of content.split('\n')) {
+    if (line && !line.startsWith('#')) {
+      const [key, ...valueParts] = line.split('=');
+      if (key && valueParts.length) {
+        env[key.trim()] = valueParts.join('=').trim();
+      }
+    }
+  }
+  return env;
+}
+
+const env = loadEnv();
+const domain = env.FRESHSERVICE_DOMAIN;
+const apiKey = env.FRESHSERVICE_API_KEY;
+const baseUrl = `https://${domain}/api/v2`;
+
+// Get week date range (Monday to Sunday)
+function getWeekRange(weeksAgo = 0) {
+  const now = new Date();
+  const currentDay = now.getDay();
+  const mondayOffset = currentDay === 0 ? -6 : 1 - currentDay;
+
+  const monday = new Date(now);
+  monday.setDate(monday.getDate() + mondayOffset - (weeksAgo * 7));
+  monday.setHours(0, 0, 0, 0);
+
+  const sunday = new Date(monday);
+  sunday.setDate(sunday.getDate() + 6);
+  sunday.setHours(23, 59, 59, 999);
+
+  const weekNum = getWeekNumber(monday);
+
+  return {
+    start: monday,
+    end: sunday,
+    label: `Week ${weekNum} (${monday.toLocaleDateString('en-US', { month: 'short', day: 'numeric' })} - ${sunday.toLocaleDateString('en-US', { month: 'short', day: 'numeric' })})`
+  };
+}
+
+function getWeekNumber(date) {
+  const firstDayOfYear = new Date(date.getFullYear(), 0, 1);
+  const pastDaysOfYear = (date - firstDayOfYear) / 86400000;
+  return Math.ceil((pastDaysOfYear + firstDayOfYear.getDay() + 1) / 7);
+}
+
+// Convert Pacific time to UTC
+function toUTC(date) {
+  const utc = new Date(date.getTime() + (8 * 60 * 60 * 1000));
+  return utc.toISOString();
+}
+
+// Get all agents
+async function getAgents() {
+  let allAgents = [];
+  let page = 1;
+  let hasMore = true;
+
+  while (hasMore) {
+    const response = await fetch(`${baseUrl}/agents?per_page=100&page=${page}`, {
+      headers: {
+        'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+        'Content-Type': 'application/json'
+      }
+    });
+
+    if (!response.ok) break;
+
+    const data = await response.json();
+    allAgents = allAgents.concat(data.agents);
+    hasMore = data.agents.length === 100;
+    page++;
+  }
+
+  const agentMap = {};
+  for (const agent of allAgents) {
+    agentMap[agent.id] = {
+      name: `${agent.first_name} ${agent.last_name}`,
+      first_name: agent.first_name,
+      job_title: agent.job_title
+    };
+  }
+  return agentMap;
+}
+
+// Search tickets with pagination
+async function searchTickets(startDate, endDate, workspaceId = 2) {
+  const startUTC = toUTC(startDate);
+  const endUTC = toUTC(endDate);
+
+  const query = `(status:4 OR status:5) AND updated_at:>'${startUTC.split('T')[0]}T00:00:00Z' AND updated_at:<'${endUTC.split('T')[0]}T23:59:59Z'`;
+
+  let allTickets = [];
+  let page = 1;
+  let hasMore = true;
+
+  while (hasMore) {
+    const url = `${baseUrl}/tickets/filter?query="${encodeURIComponent(query)}"&workspace_id=${workspaceId}&page=${page}&per_page=100`;
+
+    const response = await fetch(url, {
+      headers: {
+        'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+        'Content-Type': 'application/json'
+      }
+    });
+
+    if (!response.ok) {
+      const error = await response.text();
+      return { error: `API error ${response.status}: ${error}` };
+    }
+
+    const data = await response.json();
+    allTickets = allTickets.concat(data.tickets || []);
+    hasMore = (data.tickets || []).length === 100;
+    page++;
+  }
+
+  return { tickets: allTickets };
+}
+
+// Categorize ticket
+function categorizeTicket(subject) {
+  const lower = subject.toLowerCase();
+
+  if (lower.includes('password reset')) return 'Password Reset';
+  if (lower.includes('security alert') || lower.includes('compromised') || lower.includes('breach')) return 'Security Alert';
+  if (lower.includes('schoology')) return 'Schoology';
+  if (lower.includes('powerschool')) return 'PowerSchool';
+  if (lower.includes('promethean')) return 'Promethean Board';
+  if (lower.includes('chromebook')) return 'Chromebook';
+  if (lower.includes('phone') || lower.includes('voicemail') || lower.includes('ext.')) return 'Phone/Voicemail';
+  if (lower.includes('badge')) return 'Badge Request';
+  if (lower.includes('new student') || lower.includes('enrollee')) return 'New Student';
+  if (lower.includes('intercom')) return 'Intercom';
+  if (lower.includes('raptor')) return 'Raptor';
+  if (lower.includes('goguardian') || lower.includes('go guardian')) return 'GoGuardian';
+  if (lower.includes('login') || lower.includes('access') || lower.includes('mfa')) return 'Access/Login';
+
+  return 'Other';
+}
+
+// Get day name from date
+function getDayName(date) {
+  return date.toLocaleDateString('en-US', { weekday: 'short' });
+}
+
+const weeksAgo = parseInt(process.argv[2] || '0');
+const weekRange = getWeekRange(weeksAgo);
+
+try {
+  const [ticketData, agentMap] = await Promise.all([
+    searchTickets(weekRange.start, weekRange.end),
+    getAgents()
+  ]);
+
+  if (ticketData.error) {
+    console.error(JSON.stringify(ticketData));
+    process.exit(1);
+  }
+
+  const tickets = ticketData.tickets || [];
+
+  // Group by day
+  const byDay = {};
+  const dayNames = ['Mon', 'Tue', 'Wed', 'Thu', 'Fri', 'Sat', 'Sun'];
+  for (const day of dayNames) {
+    byDay[day] = { count: 0, categories: {}, agents: {} };
+  }
+
+  // Group by agent and category
+  const byAgent = {};
+  const byCategory = {};
+  const byCategoryByDay = {};
+
+  for (const ticket of tickets) {
+    // Determine day (convert UTC to Pacific)
+    const updatedAt = new Date(ticket.updated_at);
+    const pacificTime = new Date(updatedAt.getTime() - (8 * 60 * 60 * 1000));
+    const dayName = getDayName(pacificTime);
+
+    const category = categorizeTicket(ticket.subject);
+
+    // By day
+    if (byDay[dayName]) {
+      byDay[dayName].count++;
+      byDay[dayName].categories[category] = (byDay[dayName].categories[category] || 0) + 1;
+
+      if (ticket.responder_id) {
+        byDay[dayName].agents[ticket.responder_id] = (byDay[dayName].agents[ticket.responder_id] || 0) + 1;
+      }
+    }
+
+    // By category
+    byCategory[category] = (byCategory[category] || 0) + 1;
+
+    // By category by day
+    if (!byCategoryByDay[category]) {
+      byCategoryByDay[category] = {};
+    }
+    byCategoryByDay[category][dayName] = (byCategoryByDay[category][dayName] || 0) + 1;
+
+    // By agent
+    if (ticket.responder_id) {
+      if (!byAgent[ticket.responder_id]) {
+        byAgent[ticket.responder_id] = {
+          agent: agentMap[ticket.responder_id] || { name: `Agent ${ticket.responder_id}`, first_name: 'Unknown' },
+          count: 0,
+          categories: {},
+          byDay: {}
+        };
+      }
+      byAgent[ticket.responder_id].count++;
+      byAgent[ticket.responder_id].categories[category] = (byAgent[ticket.responder_id].categories[category] || 0) + 1;
+      byAgent[ticket.responder_id].byDay[dayName] = (byAgent[ticket.responder_id].byDay[dayName] || 0) + 1;
+    }
+  }
+
+  // Sort agents by count
+  const sortedAgents = Object.entries(byAgent)
+    .map(([id, data]) => ({
+      id,
+      name: data.agent.name,
+      first_name: data.agent.first_name,
+      job_title: data.agent.job_title,
+      count: data.count,
+      categories: data.categories,
+      byDay: data.byDay,
+      avg_per_day: (data.count / 5).toFixed(1) // Assuming 5 work days
+    }))
+    .sort((a, b) => b.count - a.count);
+
+  // Calculate trends
+  const dailyCounts = dayNames.slice(0, 5).map(d => byDay[d].count); // Mon-Fri
+  const avgDaily = dailyCounts.reduce((a, b) => a + b, 0) / 5;
+  const peakDay = dayNames.slice(0, 5).reduce((max, day) => byDay[day].count > byDay[max].count ? day : max, 'Mon');
+  const slowDay = dayNames.slice(0, 5).reduce((min, day) => byDay[day].count < byDay[min].count ? day : min, 'Mon');
+
+  // Build summary
+  const summary = {
+    week: weekRange.label,
+    date_range: {
+      start: weekRange.start.toISOString(),
+      end: weekRange.end.toISOString()
+    },
+    total_closed: tickets.length,
+    daily_average: avgDaily.toFixed(1),
+    trends: {
+      peak_day: { day: peakDay, count: byDay[peakDay].count },
+      slow_day: { day: slowDay, count: byDay[slowDay].count },
+      daily_counts: byDay
+    },
+    by_category: Object.entries(byCategory)
+      .sort((a, b) => b[1] - a[1])
+      .reduce((acc, [k, v]) => {
+        acc[k] = { total: v, pct: ((v / tickets.length) * 100).toFixed(1) + '%' };
+        return acc;
+      }, {}),
+    category_trends: byCategoryByDay,
+    top_agents: sortedAgents.slice(0, 10),
+    all_agents: sortedAgents
+  };
+
+  console.log(JSON.stringify(summary, null, 2));
+} catch (e) {
+  console.error(JSON.stringify({ error: e.message }));
+  process.exit(1);
+}