SLA Alerts and Email Digest

Complaints have a processing deadline per phase and an overall deadline (SLA). The SIG reports delays through alert endpoints, a daily email digest and automatic escalation.

Endpoints

Method	Endpoint	Access	Description
GET	/api/plaintes/alertes	logged-in user	Overdue complaints and counters
GET	/api/plaintes/alertes/stats	logged-in user	Counters only
GET	/api/plaintes/alertes/resume	logged-in user	Summary for the user's dashboard
POST	/api/plaintes/alertes/check	ROLE_ADMIN	Runs the check and sends the alerts

GET /api/plaintes/alertes/stats

{
  "success": true,
  "data": {
    "total_ouvertes": 60,
    "en_retard_phase": 8,
    "en_retard_sla": 5,
    "echeance_proche": 12,
    "critiques": 2
  }
}

critiques counts complaints more than 3 days overdue.

GET /api/plaintes/alertes/resume

{
  "success": true,
  "data": {
    "totalOuvertes": 60,
    "enRetardPhase": 8,
    "enRetardSla": 5,
    "echeanceProche": 12,
    "critiques": 2,
    "plaintesUrgentes": [
      {
        "id": "…",
        "reference": "PLT-2026-000123",
        "plaignant": "…",
        "priorite": "haute",
        "joursRestantsPhase": -2,
        "joursRestantsSla": 1,
        "isPhaseEnRetard": true,
        "isSlaEnRetard": false
      }
    ],
    "hasAlertes": true
  }
}

POST /api/plaintes/alertes/check

Response: { "success": true, "message": "Vérification des alertes effectuée", "data": { … } }.

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Daily digest

The digest has no endpoint: it is sent by a scheduled command.

php bin/console app:plaintes:send-digest            # envoi
php bin/console app:plaintes:send-digest --dry-run  # simulation

• Each user receives a single email listing all overdue complaints that concern them, with each complaint's project.
• A complaint already reported in the last 24 hours is not repeated.
• Emails go through the asynchronous queue (Messenger), never through an SMTP call inside the request.
• ENABLE_PLAINTE_ALERTS=false disables the alerts.

Recommended schedule: once a day at 8 am.

0 8 * * * php bin/console app:plaintes:send-digest

Overdue check

php bin/console app:plaintes:check-overdue [--dry-run] [--stats-only]

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Automatic escalation

php bin/console app:plaintes:escalade [--dry-run]

When the workflow phase does not configure its own levels, escalation follows two tiers:

Level	Recipient	Trigger
0	Agent	No escalation
1	Component coordinator, based on the complaint's module	Escalation delay exceeded once
2	National coordinator	Delay exceeded twice

For sensitive cases, the delay is halved. Recommended schedule: every two hours.

0 */2 * * * php bin/console app:plaintes:escalade

Manual escalation is described in Escalation.