Ticket Crons — API

Cron endpoints for automated ticket lifecycle management. All endpoints are triggered by the cron scheduler and require token_cron authentication.

Endpoints

Method	Path	Handler	Auth	Description
GET	/notify/tickets/follow-up-incomplete	notifyFollowUpAndIncompleteTickets	token_cron	Send reminders for incomplete tickets and Slack alerts for follow-up tickets
GET	/notify/tickets/autoclose	notifyAutocloseTickets	token_cron	Auto-accept tickets whose shipment was delivered
GET	/notify/tickets/incomplete	closeTicketsIncomplete	token_cron	Auto-decline incomplete claim tickets after 10 days

Route Definitions

All routes are defined in backend/routes/crons.routes.js and use the CronController from backend/controllers/crons.controller.js.

GET /notify/tickets/follow-up-incomplete

Sends multi-channel reminders to clients with incomplete tickets and Slack SLA alerts for follow-up tickets.

Request: No payload or query parameters.

Response:

{
  "success": true
}

Processing: Runs asynchronously via setImmediate. The HTTP response is returned immediately.

Side effects:

• Sends reminder emails to ticket creators
• Sends platform notifications
• Inserts admin comments on incomplete tickets
• Sends WhatsApp notifications for incomplete tickets
• Sends Slack messages to #alert-cs-tickets for follow-up tickets
• Updates ticket timestamps and inserts history records

---

GET /notify/tickets/autoclose

Automatically accepts tickets whose associated shipment has been delivered, then sends CSAT surveys.

Request: No payload or query parameters.

Response:

{
  "data": true
}

Processing: Runs asynchronously via setImmediate.

Ticket types affected:

• Shipment Created Without Changes (12)
• Delay (8)
• Redirection (14)
• Delivery Attempt (25)

Shipment statuses that trigger autoclose:

• Delivered
• Delivered at Origin

Side effects:

• Updates ticket status to ACCEPTED (2)
• Inserts translated "delivered" comment
• Inserts ticket history record
• Sends CSAT: in-platform rating, email, and WhatsApp

---

GET /notify/tickets/incomplete

Automatically declines claim tickets that have been incomplete for more than 10 days, then sends CSAT surveys.

Request: No payload or query parameters.

Response:

{
  "success": true
}

Processing: Runs asynchronously via setImmediate.

Ticket types affected (claim types only):

• Lost (4)
• Theft (13)
• Damaged (5)
• Overweight (3)
• Irregular Package (21)

Exclusions:

• India locale (locale_id = 11) is excluded from the query
• India locale is also excluded from CSAT notifications

Side effects:

• Bulk updates ticket status to DECLINED (3)
• Batch inserts history records
• Inserts personalized close comment per ticket
• Sends CSAT: in-platform rating, email, and WhatsApp

Error Handling

All three crons follow the same error handling pattern:

1. Outer try/catch: Catches errors during route setup. Returns Boom.badRequest or Boom.badData.
2. Inner try/catch (inside setImmediate): Catches errors during async processing. Reports to observability.captureError (Datadog).
3. Per-notification catch: Individual notification failures are caught independently so one failure doesn't block others.

Authentication

All cron routes use auth: 'token_cron', a bearer token strategy specifically for scheduled job triggers. This token is separate from admin and client authentication tokens.

Source Files

File	Purpose
backend/routes/crons.routes.js	Route definitions for all cron endpoints
backend/controllers/crons.controller.js	Controller with cron handler methods
backend/libraries/ticketsV2.util.js	Notification logic, message generation, CSAT pipeline
backend/libraries/companies.util.js	Ticket comments, rating notifications
backend/constants/tickets.contstants.js	Ticket type and status constants
backend/libraries/translate.util.js	Translation/i18n utilities