snapshot of https://github.com/RocketChat/Rocket.Chat.git (develop, 2026-09-16; blobs > 131072B omitted)

apps/meteor/ee/server/lib/omnichannel/SlaHelper.ts

@@ -0,0 +1,69 @@
+import { Message } from '@rocket.chat/core-services';
+import type { IOmnichannelServiceLevelAgreements, IUser } from '@rocket.chat/core-typings';
+import { LivechatInquiry, LivechatRooms } from '@rocket.chat/models';
+
+import { callbacks } from '../../../../server/lib/callbacks';
+import {
+	notifyOnRoomChangedById,
+	notifyOnLivechatInquiryChangedByRoom,
+	notifyOnLivechatInquiryChanged,
+} from '../../../../server/lib/notifyListener';
+
+export const removeSLAFromRooms = async (slaId: string, userId: string) => {
+	const extraQuery = await callbacks.run('livechat.applyRoomRestrictions', {}, { userId });
+	const openRooms = await LivechatRooms.findOpenBySlaId(slaId, { projection: { _id: 1 } }, extraQuery).toArray();
+	const openRoomIds: string[] = openRooms.map(({ _id }) => _id);
+	if (openRooms.length) {
+		await LivechatInquiry.bulkUnsetSla(openRoomIds);
+		void notifyOnLivechatInquiryChangedByRoom(openRoomIds, 'updated');
+	}
+
+	await LivechatRooms.bulkRemoveSlaFromRoomsById(slaId);
+	void notifyOnRoomChangedById(openRoomIds, 'updated');
+};
+
+export const updateInquiryQueueSla = async (roomId: string, sla: Pick<IOmnichannelServiceLevelAgreements, 'dueTimeInMinutes' | '_id'>) => {
+	const inquiry = await LivechatInquiry.findOneByRoomId(roomId);
+	if (!inquiry) {
+		return;
+	}
+
+	const { dueTimeInMinutes, _id: slaId } = sla;
+
+	const estimatedWaitingTimeQueue = dueTimeInMinutes;
+
+	await LivechatInquiry.setSlaForRoom(inquiry.rid, {
+		slaId,
+		estimatedWaitingTimeQueue,
+	});
+
+	void notifyOnLivechatInquiryChanged({ ...inquiry, slaId, estimatedWaitingTimeQueue, _updatedAt: new Date() }, 'updated');
+};
+
+export const updateRoomSlaWeights = async (roomId: string, sla: Pick<IOmnichannelServiceLevelAgreements, 'dueTimeInMinutes' | '_id'>) => {
+	await LivechatRooms.setSlaForRoomById(roomId, sla);
+};
+
+export const removeInquiryQueueSla = async (roomId: string) => {
+	await LivechatInquiry.unsetSlaForRoom(roomId);
+};
+
+export const removeSlaFromRoom = async (roomId: string) => {
+	await LivechatRooms.removeSlaFromRoomById(roomId);
+};
+
+export const addSlaChangeHistoryToRoom = async (
+	roomId: string,
+	user: Pick<IUser, '_id' | 'name' | 'username'>,
+	sla?: Pick<IOmnichannelServiceLevelAgreements, 'name'>,
+) => {
+	await Message.saveSystemMessage('omnichannel_sla_change_history', roomId, '', user, {
+		slaData: {
+			definedBy: {
+				_id: user._id,
+				username: user.username,
+			},
+			...(sla && { sla }),
+		},
+	});
+};