refactor(SLA): remove response_by_variance & resolution_by_variance
diff --git a/erpnext/support/doctype/issue/issue.json b/erpnext/support/doctype/issue/issue.json
index 75b6d0f..1da22fd 100644
--- a/erpnext/support/doctype/issue/issue.json
+++ b/erpnext/support/doctype/issue/issue.json
@@ -24,12 +24,10 @@
"service_level_section",
"service_level_agreement",
"response_by",
- "response_by_variance",
"reset_service_level_agreement",
"cb",
"agreement_status",
"resolution_by",
- "resolution_by_variance",
"service_level_agreement_creation",
"on_hold_since",
"total_hold_time",
@@ -44,8 +42,6 @@
"opening_date",
"opening_time",
"resolution_date",
- "resolution_time",
- "user_resolution_time",
"additional_info",
"lead",
"contact",
@@ -318,22 +314,6 @@
"label": "Via Customer Portal"
},
{
- "depends_on": "eval: doc.service_level_agreement && doc.status != 'Replied';",
- "fieldname": "response_by_variance",
- "fieldtype": "Duration",
- "hide_seconds": 1,
- "label": "Response By Variance",
- "read_only": 1
- },
- {
- "depends_on": "eval: doc.service_level_agreement && doc.status != 'Replied';",
- "fieldname": "resolution_by_variance",
- "fieldtype": "Duration",
- "hide_seconds": 1,
- "label": "Resolution By Variance",
- "read_only": 1
- },
- {
"fieldname": "service_level_agreement_creation",
"fieldtype": "Datetime",
"hidden": 1,
@@ -395,7 +375,7 @@
"fieldname": "agreement_status",
"fieldtype": "Select",
"label": "Service Level Agreement Status",
- "options": "Ongoing\nFulfilled\nFailed",
+ "options": "First Response Due\nResolution Due\nFulfilled\nFailed",
"read_only": 1
},
{
diff --git a/erpnext/support/doctype/issue/issue.py b/erpnext/support/doctype/issue/issue.py
index 0dc3639..d5e5b78 100644
--- a/erpnext/support/doctype/issue/issue.py
+++ b/erpnext/support/doctype/issue/issue.py
@@ -87,11 +87,9 @@
if replicated_issue.service_level_agreement:
replicated_issue.service_level_agreement_creation = now_datetime()
replicated_issue.service_level_agreement = None
- replicated_issue.agreement_status = "Ongoing"
+ replicated_issue.agreement_status = "First Response Due"
replicated_issue.response_by = None
- replicated_issue.response_by_variance = None
replicated_issue.resolution_by = None
- replicated_issue.resolution_by_variance = None
replicated_issue.reset_issue_metrics()
frappe.get_doc(replicated_issue).insert()
diff --git a/erpnext/support/doctype/issue/test_issue.py b/erpnext/support/doctype/issue/test_issue.py
index 0559b15..da9953d 100644
--- a/erpnext/support/doctype/issue/test_issue.py
+++ b/erpnext/support/doctype/issue/test_issue.py
@@ -83,30 +83,6 @@
self.assertEqual(issue.agreement_status, 'Fulfilled')
- def test_issue_metrics(self):
- creation = get_datetime("2020-03-04 4:00")
-
- issue = make_issue(creation, index=1)
- create_communication(issue.name, "test@example.com", "Received", creation)
-
- creation = get_datetime("2020-03-04 4:15")
- create_communication(issue.name, "test@admin.com", "Sent", creation)
-
- creation = get_datetime("2020-03-04 5:00")
- create_communication(issue.name, "test@example.com", "Received", creation)
-
- creation = get_datetime("2020-03-04 5:05")
- create_communication(issue.name, "test@admin.com", "Sent", creation)
-
- frappe.flags.current_time = get_datetime("2020-03-04 5:05")
- issue.reload()
- issue.status = 'Closed'
- issue.save()
-
- self.assertEqual(issue.avg_response_time, 600)
- self.assertEqual(issue.resolution_time, 3900)
- self.assertEqual(issue.user_resolution_time, 1200)
-
def test_hold_time_on_replied(self):
creation = get_datetime("2020-03-04 4:00")
@@ -143,16 +119,15 @@
self.assertEqual(flt(issue.total_hold_time, 2), 2700)
def test_issue_close_after_on_hold(self):
- creation = get_datetime("2021-11-01 19:00")
+ frappe.flags.current_time = get_datetime("2021-11-01 19:00")
- issue = make_issue(creation, index=1)
- create_communication(issue.name, "test@example.com", "Received", creation)
+ issue = make_issue(frappe.flags.current_time, index=1)
+ create_communication(issue.name, "test@example.com", "Received", frappe.flags.current_time)
# send a reply within SLA
- creation = get_datetime("2021-11-02 11:00")
- create_communication(issue.name, "test@admin.com", "Sent", creation)
+ frappe.flags.current_time = get_datetime("2021-11-02 11:00")
+ create_communication(issue.name, "test@admin.com", "Sent", frappe.flags.current_time)
- frappe.flags.current_time = creation
issue.reload()
issue.status = 'Replied'
issue.save()
@@ -168,6 +143,75 @@
self.assertEqual(issue.resolution_date, get_datetime('2021-11-22 01:00:00'))
self.assertEqual(issue.agreement_status, 'Fulfilled')
+ def test_issue_open_after_closed(self):
+
+ # Created on -> 1 pm, Response Time -> 4 hrs, Resolution Time -> 6 hrs
+ frappe.flags.current_time = get_datetime("2021-11-01 13:00")
+ issue = make_issue(frappe.flags.current_time, index=1, issue_type='Critical') # Applies 24hr working time SLA
+ create_communication(issue.name, "test@example.com", "Received", frappe.flags.current_time)
+ self.assertEquals(issue.agreement_status, 'First Response Due')
+ self.assertEquals(issue.response_by, get_datetime("2021-11-01 17:00"))
+ self.assertEquals(issue.resolution_by, get_datetime("2021-11-01 19:00"))
+
+ # Replied on → 2 pm
+ frappe.flags.current_time = get_datetime("2021-11-01 14:00")
+ create_communication(issue.name, "test@admin.com", "Sent", frappe.flags.current_time)
+ issue.reload()
+ issue.status = 'Replied'
+ issue.save()
+ self.assertEquals(issue.agreement_status, 'Resolution Due')
+ self.assertEquals(issue.on_hold_since, frappe.flags.current_time)
+ self.assertEquals(issue.first_responded_on, frappe.flags.current_time)
+
+ # Customer Replied → 3 pm
+ frappe.flags.current_time = get_datetime("2021-11-01 15:00")
+ create_communication(issue.name, "test@example.com", "Received", frappe.flags.current_time)
+ issue.reload()
+ self.assertEquals(issue.status, 'Open')
+ # Hold Time + 1 Hrs
+ self.assertEquals(issue.total_hold_time, 3600)
+ # Resolution By should increase by one hrs
+ self.assertEquals(issue.resolution_by, get_datetime("2021-11-01 20:00"))
+
+ # Replied on → 4 pm, Open → 1 hr, Resolution Due → 8 pm
+ frappe.flags.current_time = get_datetime("2021-11-01 16:00")
+ create_communication(issue.name, "test@admin.com", "Sent", frappe.flags.current_time)
+ issue.reload()
+ issue.status = 'Replied'
+ issue.save()
+ self.assertEquals(issue.agreement_status, 'Resolution Due')
+
+ # Customer Closed → 10 pm
+ frappe.flags.current_time = get_datetime("2021-11-01 22:00")
+ issue.status = 'Closed'
+ issue.save()
+ # Hold Time + 6 Hrs
+ self.assertEquals(issue.total_hold_time, 3600 + 21600)
+ # Resolution By should increase by 6 hrs
+ self.assertEquals(issue.resolution_by, get_datetime("2021-11-02 02:00"))
+ self.assertEquals(issue.agreement_status, 'Fulfilled')
+ self.assertEquals(issue.resolution_date, frappe.flags.current_time)
+
+ # Customer Open → 3 am i.e after resolution by is crossed
+ frappe.flags.current_time = get_datetime("2021-11-02 03:00")
+ create_communication(issue.name, "test@example.com", "Received", frappe.flags.current_time)
+ issue.reload()
+ # Since issue was Resolved, Resolution By should be increased by 5 hrs (3am - 10pm)
+ self.assertEquals(issue.total_hold_time, 3600 + 21600 + 18000)
+ # Resolution By should increase by 5 hrs
+ self.assertEquals(issue.resolution_by, get_datetime("2021-11-02 07:00"))
+ self.assertEquals(issue.agreement_status, 'Resolution Due')
+ self.assertFalse(issue.resolution_date)
+
+ # We Closed → 4 am, SLA should be Fulfilled
+ frappe.flags.current_time = get_datetime("2021-11-02 04:00")
+ issue.status = 'Closed'
+ issue.save()
+ self.assertEquals(issue.resolution_by, get_datetime("2021-11-02 07:00"))
+ self.assertEquals(issue.agreement_status, 'Fulfilled')
+ self.assertEquals(issue.resolution_date, frappe.flags.current_time)
+
+
class TestFirstResponseTime(TestSetUp):
# working hours used in all cases: Mon-Fri, 10am to 6pm
# all dates are in the mm-dd-yyyy format
@@ -386,7 +430,10 @@
return issue
-def make_issue(creation=None, customer=None, index=0, priority=None, issue_type=None):
+def make_issue(creation=None, customer=None, index=0, priority=None, issue_type=None, do_not_insert=False):
+ if not frappe.db.exists('Issue Type', issue_type):
+ frappe.get_doc(dict(doctype='Issue Type', name=issue_type)).insert()
+
issue = frappe.get_doc({
"doctype": "Issue",
"subject": "Service Level Agreement Issue {0}".format(index),
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 9c1e536..e2326ac 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -358,36 +358,102 @@
):
return
- service_level_agreement = get_active_service_level_agreement_for(doc)
+ sla = get_active_service_level_agreement_for(doc)
- if not service_level_agreement:
+ if not sla:
return
- process_sla(doc, service_level_agreement)
+ process_sla(doc, sla)
-def process_sla(doc, service_level_agreement):
+def process_sla(doc, sla):
if not doc.creation:
doc.creation = now_datetime(doc.get("owner"))
if doc.meta.has_field("service_level_agreement_creation"):
doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
- doc.service_level_agreement = service_level_agreement.name
- doc.priority = doc.get("priority") or service_level_agreement.default_priority
+ doc.service_level_agreement = sla.name
+ doc.priority = doc.get("priority") or sla.default_priority
prev_status = frappe.db.get_value(doc.doctype, doc.name, 'status')
- handle_status_change(doc, prev_status, service_level_agreement.apply_sla_for_resolution)
- update_response_and_resolution_metrics(doc, service_level_agreement.apply_sla_for_resolution)
- update_agreement_status(doc, service_level_agreement.apply_sla_for_resolution)
+ handle_status_change(doc, prev_status, sla.apply_sla_for_resolution)
+ update_response_and_resolution_metrics(doc, sla.apply_sla_for_resolution)
+ update_agreement_status(doc, sla.apply_sla_for_resolution)
-def update_response_and_resolution_metrics(doc, apply_sla_for_resolution):
- priority = get_response_and_resolution_duration(doc)
- start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
- set_response_by_and_variance(doc, start_date_time, priority)
- if apply_sla_for_resolution:
- set_resolution_by_and_variance(doc, start_date_time, priority)
+def handle_status_change(doc, prev_status, apply_sla_for_resolution):
+ now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
+
+ hold_statuses = get_hold_statuses(doc.service_level_agreement)
+ fulfillment_statuses = get_fulfillment_statuses(doc.service_level_agreement)
+
+ def is_hold_status(status):
+ return status in hold_statuses
+
+ def is_fulfilled_status(status):
+ return status in fulfillment_statuses
+
+ def is_open_status(status):
+ return status not in hold_statuses and status not in fulfillment_statuses
+
+ def calculate_hold_hours():
+ # In case issue was closed and after few days it has been opened
+ # The hold time should be calculated from resolution_date
+
+ on_hold_since = doc.resolution_date or doc.on_hold_since
+ if on_hold_since:
+ current_hold_hours = time_diff_in_seconds(now_time, on_hold_since)
+ doc.total_hold_time = (doc.total_hold_time or 0) + current_hold_hours
+ doc.on_hold_since = None
+
+ if is_open_status(prev_status) and not is_open_status(doc.status):
+ # status changed from Open to something else
+ if doc.meta.has_field("first_responded_on") and not doc.first_responded_on:
+ doc.first_responded_on = now_time
+
+ # Open to Replied
+ if is_open_status(prev_status) and is_hold_status(doc.status):
+ # Issue is on hold -> Set on_hold_since
+ doc.on_hold_since = now_time
+
+ # Replied to Open
+ if is_hold_status(prev_status) and is_open_status(doc.status):
+ # Issue was on hold -> Calculate Total Hold Time
+ calculate_hold_hours()
+ # Issue is open -> reset resolution_date
+ reset_expected_response_and_resolution(doc)
+ reset_resolution_metrics(doc)
+
+ # Open to Closed
+ if is_open_status(prev_status) and is_fulfilled_status(doc.status):
+ # Issue is closed -> Set resolution_date
+ doc.resolution_date = now_time
+ set_resolution_time(doc)
+
+ # Closed to Open
+ if is_fulfilled_status(prev_status) and is_open_status(doc.status):
+ # Issue was closed -> Calculate Total Hold Time from resolution_date
+ calculate_hold_hours()
+ # Issue is open -> reset resolution_date
+ reset_expected_response_and_resolution(doc)
+ reset_resolution_metrics(doc)
+
+ # Closed to Replied
+ if is_fulfilled_status(prev_status) and is_hold_status(doc.status):
+ # Issue was closed -> Calculate Total Hold Time from resolution_date
+ calculate_hold_hours()
+ # Issue is on hold -> Set on_hold_since
+ doc.on_hold_since = now_time
+
+ # Replied to Closed
+ if is_hold_status(prev_status) and is_fulfilled_status(doc.status):
+ # Issue was on hold -> Calculate Total Hold Time
+ calculate_hold_hours()
+ # Issue is closed -> Set resolution_date
+ if apply_sla_for_resolution:
+ doc.resolution_date = now_time
+ set_resolution_time(doc)
def get_fulfillment_statuses(service_level_agreement):
@@ -402,60 +468,12 @@
}, fields=["status"])]
-def handle_status_change(doc, prev_status, apply_sla_for_resolution):
-
- if doc.status != "Open" and prev_status == "Open":
- # status changed from Open to something else
- if doc.meta.has_field("first_responded_on") and not doc.first_responded_on:
- # status changed to something other than Open
- doc.first_responded_on = frappe.flags.current_time or now_datetime(doc.get("owner"))
-
- if doc.status == "Open" and prev_status != "Open":
- # status changed from something else to Open
- reset_resolution_metrics(doc)
-
- handle_fulfillment_status(doc, prev_status, apply_sla_for_resolution)
- handle_hold_status(doc, prev_status)
-
-
-def handle_fulfillment_status(doc, prev_status, apply_sla_for_resolution):
- fulfillment_statuses = get_fulfillment_statuses(doc.service_level_agreement)
- if (
- doc.status in fulfillment_statuses
- and prev_status not in fulfillment_statuses
- and apply_sla_for_resolution
- ):
- # status changed to any fulfillment_statuses
- if doc.meta.has_field("resolution_date"):
- doc.resolution_date = frappe.flags.current_time or now_datetime(doc.get("owner"))
- if doc.meta.has_field("resolution_time"):
- doc.resolution_time = time_diff_in_seconds(doc.resolution_date, doc.creation)
- set_user_resolution_time(doc)
-
-
-def handle_hold_status(doc, prev_status):
- hold_statuses = get_hold_statuses(doc.service_level_agreement)
- if doc.status in hold_statuses:
- # reset if status is a hold status, regardless of previous status
- reset_expected_response_and_resolution(doc)
- if prev_status not in hold_statuses:
- # set on_hold_since status changed from any non-hold status
- # for eg. doc.status changed from Open to Replied
- if doc.meta.has_field("on_hold_since"):
- doc.on_hold_since = frappe.flags.current_time or now_datetime(doc.get("owner"))
-
- if doc.status not in hold_statuses and prev_status in hold_statuses:
- # status changed to any non-hold status
- # for eg. doc.status changed from Replied to Closed
- if doc.meta.has_field("on_hold_since") and doc.on_hold_since:
- cumulate_hold_time(doc)
- doc.on_hold_since = None
-
-
-def cumulate_hold_time(doc):
- now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
- on_hold_duration = time_diff_in_seconds(now_time, doc.on_hold_since)
- doc.total_hold_time = (doc.total_hold_time or 0) + on_hold_duration
+def update_response_and_resolution_metrics(doc, apply_sla_for_resolution):
+ priority = get_response_and_resolution_duration(doc)
+ start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
+ set_response_by(doc, start_date_time, priority)
+ if apply_sla_for_resolution:
+ set_resolution_by(doc, start_date_time, priority)
def get_expected_time_for(parameter, service_level, start_date_time):
@@ -526,7 +544,11 @@
return support_days
-def set_user_resolution_time(doc):
+def set_resolution_time(doc):
+ start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
+ if doc.meta.has_field("resolution_time"):
+ doc.resolution_time = time_diff_in_seconds(doc.resolution_date, start_date_time)
+
# total time taken by a user to close the issue apart from wait_time
if not doc.meta.has_field("user_resolution_time"):
return
@@ -544,7 +566,7 @@
pending_time.append(wait_time)
total_pending_time = sum(pending_time)
- resolution_time_in_secs = time_diff_in_seconds(doc.resolution_date, doc.creation)
+ resolution_time_in_secs = time_diff_in_seconds(doc.resolution_date, start_date_time)
doc.user_resolution_time = resolution_time_in_secs - total_pending_time
@@ -562,11 +584,11 @@
def get_response_and_resolution_duration(doc):
- service_level_agreement = frappe.get_doc("Service Level Agreement", doc.service_level_agreement)
- priority = service_level_agreement.get_service_level_agreement_priority(doc.priority)
+ sla = frappe.get_doc("Service Level Agreement", doc.service_level_agreement)
+ priority = sla.get_service_level_agreement_priority(doc.priority)
priority.update({
- "support_and_resolution": service_level_agreement.support_and_resolution,
- "holiday_list": service_level_agreement.holiday_list
+ "support_and_resolution": sla.support_and_resolution,
+ "holiday_list": sla.holiday_list
})
return priority
@@ -585,8 +607,6 @@
}).insert(ignore_permissions=True)
doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
- doc.set_response_and_resolution_time(priority=doc.priority, service_level_agreement=doc.service_level_agreement)
- doc.agreement_status = "Ongoing"
doc.save()
@@ -616,56 +636,37 @@
if not parent.meta.has_field('service_level_agreement'):
return
- apply_sla_for_resolution = frappe.db.get_value('Service Level Agreement', parent.service_level_agreement, 'apply_sla_for_resolution')
+ for_resolution = frappe.db.get_value('Service Level Agreement', parent.service_level_agreement, 'apply_sla_for_resolution')
- handle_status_change(parent, 'Replied', apply_sla_for_resolution)
- update_response_and_resolution_metrics(parent, apply_sla_for_resolution)
- update_agreement_status(parent, apply_sla_for_resolution)
+ handle_status_change(parent, 'Replied', for_resolution)
+ update_response_and_resolution_metrics(parent, for_resolution)
+ update_agreement_status(parent, for_resolution)
parent.save()
def reset_expected_response_and_resolution(doc):
update_values = {}
-
if doc.meta.has_field("first_responded_on") and not doc.first_responded_on:
update_values['response_by'] = None
- update_values['response_by_variance'] = 0
-
if doc.meta.has_field("resolution_by") and not doc.resolution_date:
update_values['resolution_by'] = None
- update_values['resolution_by_variance'] = 0
-
doc.db_set(update_values)
-def set_response_by_and_variance(doc, start_date_time, priority):
+def set_response_by(doc, start_date_time, priority):
if doc.meta.has_field("response_by"):
doc.response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
if doc.meta.has_field("total_hold_time") and doc.get('total_hold_time') and not doc.get('first_responded_on'):
doc.response_by = add_to_date(doc.response_by, seconds=round(doc.get('total_hold_time')))
- if doc.meta.has_field("response_by_variance") and not doc.get('first_responded_on'):
- now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
- doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, now_time), 2)
- if doc.meta.has_field("response_by_variance") and doc.get('first_responded_on'):
- doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, doc.get('first_responded_on')), 2)
-
-
-def set_resolution_by_and_variance(doc, start_date_time, priority):
+def set_resolution_by(doc, start_date_time, priority):
if doc.meta.has_field("resolution_by"):
doc.resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
if doc.meta.has_field("total_hold_time") and doc.get('total_hold_time'):
doc.resolution_by = add_to_date(doc.resolution_by, seconds=round(doc.get('total_hold_time')))
- if doc.meta.has_field("resolution_by_variance") and not doc.get("resolution_date"):
- now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
- doc.resolution_by_variance = round(time_diff_in_seconds(doc.resolution_by, now_time), 2)
-
- if doc.meta.has_field("resolution_by_variance") and doc.get('resolution_date'):
- doc.resolution_by_variance = round(time_diff_in_seconds(doc.resolution_by, doc.get('resolution_date')), 2)
-
def get_service_level_agreement_fields():
return [
@@ -694,16 +695,10 @@
"read_only": 1
},
{
- "fieldname": "response_by_variance",
- "fieldtype": "Duration",
- "hide_seconds": 1,
- "label": "Response By Variance",
- "read_only": 1
- },
- {
"fieldname": "first_responded_on",
"fieldtype": "Datetime",
"label": "First Responded On",
+ "no_copy": 1,
"read_only": 1
},
{
@@ -725,11 +720,11 @@
"read_only": 1
},
{
- "default": "Ongoing",
+ "default": "First Response Due",
"fieldname": "agreement_status",
"fieldtype": "Select",
"label": "Service Level Agreement Status",
- "options": "Ongoing\nFulfilled\nFailed",
+ "options": "First Response Due\nResolution Due\nFulfilled\nFailed",
"read_only": 1
},
{
@@ -739,13 +734,6 @@
"read_only": 1
},
{
- "fieldname": "resolution_by_variance",
- "fieldtype": "Duration",
- "hide_seconds": 1,
- "label": "Resolution By Variance",
- "read_only": 1
- },
- {
"fieldname": "service_level_agreement_creation",
"fieldtype": "Datetime",
"hidden": 1,
@@ -765,43 +753,28 @@
def update_agreement_status_on_custom_status(doc):
# Update Agreement Fulfilled status using Custom Scripts for Custom Status
-
- meta = frappe.get_meta(doc.doctype)
- now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
- if doc.meta.has_field("first_responded_on") and not doc.first_responded_on:
- # first_responded_on set when first reply is sent to customer
- doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, now_time), 2)
-
- if doc.meta.has_field("first_responded_on") and doc.first_responded_on:
- # first_responded_on set when first reply is sent to customer
- doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, doc.first_responded_on), 2)
-
- if doc.meta.has_field("resolution_date") and not doc.resolution_date:
- # resolution_date set when issue has been closed
- doc.resolution_by_variance = round(time_diff_in_seconds(doc.resolution_by, now_time), 2)
-
- if doc.meta.has_field("resolution_date") and doc.resolution_date:
- # resolution_date set when issue has been closed
- doc.resolution_by_variance = round(time_diff_in_seconds(doc.resolution_by, doc.resolution_date), 2)
-
- if doc.meta.has_field("agreement_status"):
- doc.agreement_status = "Fulfilled" if doc.response_by_variance > 0 and doc.resolution_by_variance > 0 else "Failed"
+ update_agreement_status(doc)
def update_agreement_status(doc, apply_sla_for_resolution):
if (doc.meta.has_field("agreement_status")):
# if SLA is applied for resolution check for response and resolution, else only response
if apply_sla_for_resolution:
- if doc.meta.has_field("response_by_variance") and doc.meta.has_field("resolution_by_variance"):
- if doc.response_by_variance < 0 or doc.resolution_by_variance < 0:
- doc.agreement_status = "Failed"
- else:
- doc.agreement_status = "Fulfilled"
- else:
- if doc.meta.has_field("response_by_variance") and doc.response_by_variance < 0:
- doc.agreement_status = "Failed"
- else:
+ if not doc.first_responded_on:
+ doc.agreement_status = "First Response Due"
+ elif not doc.resolution_date:
+ doc.agreement_status = "Resolution Due"
+ elif get_datetime(doc.resolution_date) <= get_datetime(doc.resolution_by):
doc.agreement_status = "Fulfilled"
+ else:
+ doc.agreement_status = "Failed"
+ else:
+ if not doc.first_responded_on:
+ doc.agreement_status = "First Response Due"
+ elif get_datetime(doc.first_responded_on) <= get_datetime(doc.response_by):
+ doc.agreement_status = "Fulfilled"
+ else:
+ doc.agreement_status = "Failed"
def is_holiday(date, holidays):
diff --git a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
index cfbe744..ce564c4 100644
--- a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
@@ -220,42 +220,6 @@
lead.reload()
self.assertEqual(lead.agreement_status, 'Fulfilled')
- def test_changing_of_variance_after_response(self):
- # create lead
- doctype = "Lead"
- lead_sla = create_service_level_agreement(
- default_service_level_agreement=1,
- holiday_list="__Test Holiday List",
- entity_type=None, entity=None,
- response_time=14400,
- doctype=doctype,
- sla_fulfilled_on=[{"status": "Replied"}],
- apply_sla_for_resolution=0
- )
- creation = datetime.datetime(2019, 3, 4, 12, 0)
- lead = make_lead(creation=creation, index=2)
- self.assertEqual(lead.service_level_agreement, lead_sla.name)
-
- # set lead as replied to set first responded on
- frappe.flags.current_time = datetime.datetime(2019, 3, 4, 15, 30)
- lead.reload()
- lead.status = 'Replied'
- lead.save()
- lead.reload()
- self.assertEqual(lead.agreement_status, 'Fulfilled')
-
- # check response_by_variance
- self.assertEqual(lead.first_responded_on, frappe.flags.current_time)
- self.assertEqual(lead.response_by_variance, 1800.0)
-
- # make a change on the document &
- # check response_by_variance is unchanged
- frappe.flags.current_time = datetime.datetime(2019, 3, 4, 18, 30)
- lead.status = 'Open'
- lead.save()
- lead.reload()
- self.assertEqual(lead.response_by_variance, 1800.0)
-
def test_service_level_agreement_filters(self):
doctype = "Lead"
lead_sla = create_service_level_agreement(
@@ -295,7 +259,8 @@
return service_level_agreement
def create_service_level_agreement(default_service_level_agreement, holiday_list, response_time, entity_type,
- entity, resolution_time=0, doctype="Issue", condition="", sla_fulfilled_on=[], pause_sla_on=[], apply_sla_for_resolution=1):
+ entity, resolution_time=0, doctype="Issue", condition="", sla_fulfilled_on=[], pause_sla_on=[], apply_sla_for_resolution=1,
+ service_level=None, start_time="10:00:00", end_time="18:00:00"):
make_holiday_list()
make_priorities()
@@ -312,7 +277,7 @@
"doctype": "Service Level Agreement",
"enabled": 1,
"document_type": doctype,
- "service_level": "__Test {} SLA".format(entity_type if entity_type else "Default"),
+ "service_level": service_level or "__Test {} SLA".format(entity_type if entity_type else "Default"),
"default_service_level_agreement": default_service_level_agreement,
"condition": condition,
"default_priority": "Medium",
@@ -345,28 +310,28 @@
"support_and_resolution": [
{
"workday": "Monday",
- "start_time": "10:00:00",
- "end_time": "18:00:00",
+ "start_time": start_time,
+ "end_time": end_time,
},
{
"workday": "Tuesday",
- "start_time": "10:00:00",
- "end_time": "18:00:00",
+ "start_time": start_time,
+ "end_time": end_time,
},
{
"workday": "Wednesday",
- "start_time": "10:00:00",
- "end_time": "18:00:00",
+ "start_time": start_time,
+ "end_time": end_time,
},
{
"workday": "Thursday",
- "start_time": "10:00:00",
- "end_time": "18:00:00",
+ "start_time": start_time,
+ "end_time": end_time,
},
{
"workday": "Friday",
- "start_time": "10:00:00",
- "end_time": "18:00:00",
+ "start_time": start_time,
+ "end_time": end_time,
}
]
})
@@ -443,6 +408,13 @@
create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
entity_type="Territory", entity="_Test SLA Territory", response_time=7200, resolution_time=10800)
+ create_service_level_agreement(
+ default_service_level_agreement=0, holiday_list="__Test Holiday List",
+ entity_type=None, entity=None, response_time=14400, resolution_time=21600,
+ service_level="24-hour-SLA", start_time="00:00:00", end_time="23:59:59",
+ condition="doc.issue_type == 'Critical'"
+ )
+
def make_holiday_list():
holiday_list = frappe.db.exists("Holiday List", "__Test Holiday List")
if not holiday_list: