Emergency Handling Flow

Emergency Resolution Flowchart

        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