Emergency Handling Flow
=======================

Emergency Resolution Flowchart
-------------------------------

.. mermaid::

   flowchart TD
       A[Field Team: Report Unavailable] --> B[EmergencyEvent Created]
       B --> C[Central Ops: Inform Customer of Delay]
       C --> D[Central Ops: Search Backup Teams in Zone]
       D --> E{Available Team Found?}

       E -->|Yes| F[Create EmergencyAssignment]
       F --> G[Create New Survey/Installation Assignment]
       G --> H[Notify Backup Team]
       H --> I[Backup Team Confirms & Executes]
       I --> J[Emergency Resolved]

       E -->|No| K[Search Adjacent Zones]
       K --> L{Available Team Found?}
       L -->|Yes| F
       L -->|No| M[Create PriorityReschedule]
       M --> N[Propose New Date to Customer]
       N --> O{Customer Confirms?}
       O -->|Yes| P[Update Survey/Installation Date]
       P --> J
       O -->|No| Q[Propose Alternative Date]
       Q --> N

Backup Team Search Logic
-------------------------

The backup search follows this priority order:

1. **Same zone, same specialization**: Teams in the same zone with matching ``team_type`` (survey or installation) and ``is_available=True``
2. **Same zone, dual specialization**: Teams in the same zone with ``team_type='both'``
3. **Adjacent zones**: Teams in neighboring zones (requires zone adjacency mapping)
4. **No backup found**: Fall through to priority reschedule

Each team checked is logged as a ``BackupSearch`` record for audit trail.

Resolution SLA
--------------

- Emergency events should be resolved within **4 hours** of creation
- Unresolved emergencies after 2 hours are escalated on the Central Ops dashboard
- All emergency events appear as high-priority items in the Central Ops queue