CEL Rules

Module: spp_grm_cel

Overview

CEL-based routing and escalation rules for GRM tickets

Purpose

This module is designed to:

• Route tickets automatically: Evaluate CEL expressions against incoming tickets and assign them to the appropriate team, user, severity, and priority.

• Escalate tickets by rule: Automatically escalate tickets based on CEL conditions and time-based triggers, updating severity, priority, and assignees.

• Schedule periodic escalation checks: Run a cron job to evaluate escalation rules against all open tickets on a recurring basis.

Module Dependencies

Dependency	Purpose
spp_security	Central security definitions for OpenSPP modules
spp_grm	Provides a centralized Grievance Redress Mechanism for re...
spp_cel_domain	Write simple CEL-like expressions to filter records (Open...
spp_case_base	Core case management functionality for OpenSPP

Key Features

Routing Rules

Routing rules (spp.grm.routing.rule) automatically assign newly created tickets based on CEL conditions. Rules are evaluated in sequence order, and the first matching rule is applied.

Field	Description
Condition (CEL)	CEL expression evaluated against ticket properties
Assign to Team	Team to assign the ticket to
Assign to User	User to assign the ticket to
Set Severity	Override ticket severity (low, medium, high, critical)
Set Priority	Override ticket priority
Match Count	Statistics counter for how many tickets matched this rule

CEL expressions have access to context variables including ticket, category, channel, stage, severity, priority, partner, team, user, and helper functions like days_since(), hours_since(), and is_business_day().

Escalation Rules

Escalation rules (spp.grm.escalation.rule) automatically escalate tickets when conditions are met. Unlike routing rules, multiple escalation rules can apply to the same ticket.

Field	Description
Condition (CEL)	CEL expression evaluated against ticket properties
Trigger After Hours	Time-based trigger (escalate if ticket is open longer than N hours)
Escalate to User	User to escalate to
Escalate to Team	Team to escalate to
Escalate Severity/Priority	Increase severity or priority to a specified level
Send Notification	Send email using a configured mail template
Create Case	Automatically create a case management record
Case Type	Type of case to create when escalating

Ticket Extension

The module extends spp.grm.ticket to:

• Apply routing rules automatically on ticket creation.

• Check escalation rules when the ticket stage changes.

• Track which routing rule and escalation rules were applied to each ticket.

• Provide a manual "Escalate" action for on-demand escalation rule evaluation.

Scheduled Escalation Check

A cron job (check_escalations) periodically searches all open tickets and evaluates active escalation rules against them. This enables time-based escalation scenarios (e.g., escalate if no response within 48 hours).

Integration

• spp_cel_domain: Uses the CEL parser to validate and evaluate rule conditions against ticket context.

• spp_grm: Extends spp.grm.ticket with automatic routing on create and escalation on stage change.

• spp_case_base: Optionally creates spp.case records as part of escalation actions.

• Auto-install: This module auto-installs when both spp_grm and spp_cel_domain are present.