Merge pull request #28550 from nextchamp-saqib/fix-sla
refactor(SLA): Application of SLA and its fields
diff --git a/erpnext/hooks.py b/erpnext/hooks.py
index 63530ea..9ceb626 100644
--- a/erpnext/hooks.py
+++ b/erpnext/hooks.py
@@ -234,7 +234,7 @@
},
"Communication": {
"on_update": [
- "erpnext.support.doctype.service_level_agreement.service_level_agreement.update_hold_time",
+ "erpnext.support.doctype.service_level_agreement.service_level_agreement.on_communication_update",
"erpnext.support.doctype.issue.issue.set_first_response_time"
]
},
@@ -343,8 +343,7 @@
"erpnext.erpnext_integrations.doctype.plaid_settings.plaid_settings.automatic_synchronization",
"erpnext.projects.doctype.project.project.hourly_reminder",
"erpnext.projects.doctype.project.project.collect_project_status",
- "erpnext.hr.doctype.shift_type.shift_type.process_auto_attendance_for_all_shifts",
- "erpnext.support.doctype.service_level_agreement.service_level_agreement.set_service_level_agreement_variance"
+ "erpnext.hr.doctype.shift_type.shift_type.process_auto_attendance_for_all_shifts"
],
"hourly_long": [
"erpnext.stock.doctype.repost_item_valuation.repost_item_valuation.repost_entries"
diff --git a/erpnext/patches.txt b/erpnext/patches.txt
index 7b7629f..0687b42 100644
--- a/erpnext/patches.txt
+++ b/erpnext/patches.txt
@@ -313,6 +313,7 @@
erpnext.patches.v13_0.create_pan_field_for_india #2
erpnext.patches.v14_0.delete_hub_doctypes
erpnext.patches.v13_0.create_ksa_vat_custom_fields
+erpnext.patches.v14_0.rename_ongoing_status_in_sla_documents
erpnext.patches.v14_0.migrate_crm_settings
erpnext.patches.v13_0.rename_ksa_qr_field
erpnext.patches.v13_0.disable_ksa_print_format_for_others
diff --git a/erpnext/patches/v14_0/rename_ongoing_status_in_sla_documents.py b/erpnext/patches/v14_0/rename_ongoing_status_in_sla_documents.py
new file mode 100644
index 0000000..1cc5f38
--- /dev/null
+++ b/erpnext/patches/v14_0/rename_ongoing_status_in_sla_documents.py
@@ -0,0 +1,27 @@
+import frappe
+
+
+def execute():
+ active_sla_documents = [sla.document_type for sla in frappe.get_all("Service Level Agreement", fields=["document_type"])]
+
+ for doctype in active_sla_documents:
+ doctype = frappe.qb.DocType(doctype)
+ try:
+ frappe.qb.update(
+ doctype
+ ).set(
+ doctype.agreement_status, 'First Response Due'
+ ).where(
+ doctype.first_responded_on.isnull()
+ ).run()
+
+ frappe.qb.update(
+ doctype
+ ).set(
+ doctype.agreement_status, 'Resolution Due'
+ ).where(
+ doctype.agreement_status == 'Ongoing'
+ ).run()
+
+ except Exception:
+ frappe.log_error(title='Failed to Patch SLA Status')
\ No newline at end of file
diff --git a/erpnext/public/js/utils.js b/erpnext/public/js/utils.js
index cad1659..6654048 100755
--- a/erpnext/public/js/utils.js
+++ b/erpnext/public/js/utils.js
@@ -835,7 +835,7 @@
refresh: function(frm) {
if (frm.doc.status !== 'Closed' && frm.doc.service_level_agreement
- && frm.doc.agreement_status === 'Ongoing') {
+ && ['First Response Due', 'Resolution Due'].includes(frm.doc.agreement_status)) {
frappe.call({
'method': 'frappe.client.get',
args: {
@@ -888,8 +888,8 @@
function set_time_to_resolve_and_response(frm, apply_sla_for_resolution) {
frm.dashboard.clear_headline();
- let time_to_respond = get_status(frm.doc.response_by_variance);
- if (!frm.doc.first_responded_on && frm.doc.agreement_status === 'Ongoing') {
+ let time_to_respond = get_status(frm.doc.response_by);
+ if (!frm.doc.first_responded_on) {
time_to_respond = get_time_left(frm.doc.response_by, frm.doc.agreement_status);
}
@@ -903,8 +903,8 @@
if (apply_sla_for_resolution) {
- let time_to_resolve = get_status(frm.doc.resolution_by_variance);
- if (!frm.doc.resolution_date && frm.doc.agreement_status === 'Ongoing') {
+ let time_to_resolve = get_status(frm.doc.resolution_by);
+ if (!frm.doc.resolution_date) {
time_to_resolve = get_time_left(frm.doc.resolution_by, frm.doc.agreement_status);
}
@@ -928,8 +928,9 @@
return {'diff_display': diff_display, 'indicator': indicator};
}
-function get_status(variance) {
- if (variance > 0) {
+function get_status(timestamp) {
+ const time_left = moment(timestamp).diff(moment());
+ if (time_left >= 0) {
return {'diff_display': 'Fulfilled', 'indicator': 'green'};
} else {
return {'diff_display': 'Failed', 'indicator': 'red'};
diff --git a/erpnext/support/doctype/issue/issue.json b/erpnext/support/doctype/issue/issue.json
index 14712f8..3ff7d02 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",
@@ -123,7 +121,6 @@
"search_index": 1
},
{
- "default": "Medium",
"fieldname": "priority",
"fieldtype": "Link",
"in_list_view": 1,
@@ -319,22 +316,6 @@
"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,
@@ -391,12 +372,12 @@
"read_only": 1
},
{
- "default": "Ongoing",
+ "default": "First Response Due",
"depends_on": "eval: doc.service_level_agreement",
"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
},
{
@@ -410,10 +391,11 @@
"icon": "fa fa-ticket",
"idx": 7,
"links": [],
- "modified": "2021-06-10 03:22:27.098898",
+ "modified": "2021-11-24 13:13:10.276630",
"modified_by": "Administrator",
"module": "Support",
"name": "Issue",
+ "naming_rule": "By \"Naming Series\" field",
"owner": "Administrator",
"permissions": [
{
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/issue_list.js b/erpnext/support/doctype/issue/issue_list.js
index e04498e..5bfecb0 100644
--- a/erpnext/support/doctype/issue/issue_list.js
+++ b/erpnext/support/doctype/issue/issue_list.js
@@ -18,7 +18,6 @@
},
get_indicator: function(doc) {
if (doc.status === 'Open') {
- if (!doc.priority) doc.priority = 'Medium';
const color = {
'Low': 'yellow',
'Medium': 'orange',
diff --git a/erpnext/support/doctype/issue/test_issue.py b/erpnext/support/doctype/issue/test_issue.py
index ab9a444b..14cec46 100644
--- a/erpnext/support/doctype/issue/test_issue.py
+++ b/erpnext/support/doctype/issue/test_issue.py
@@ -1,10 +1,10 @@
# Copyright (c) 2015, Frappe Technologies Pvt. Ltd. and Contributors and Contributors
# See license.txt
-import datetime
import unittest
import frappe
+from frappe import _
from frappe.core.doctype.user_permission.test_user_permission import create_user
from frappe.utils import flt, get_datetime
@@ -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")
@@ -142,6 +118,142 @@
issue.reload()
self.assertEqual(flt(issue.total_hold_time, 2), 2700)
+ def test_issue_close_after_on_hold(self):
+ frappe.flags.current_time = get_datetime("2021-11-01 19:00")
+
+ 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
+ frappe.flags.current_time = get_datetime("2021-11-02 11:00")
+ create_communication(issue.name, "test@admin.com", "Sent", frappe.flags.current_time)
+
+ issue.reload()
+ issue.status = 'Replied'
+ issue.save()
+
+ self.assertEqual(issue.on_hold_since, frappe.flags.current_time)
+
+ # close the issue after being on hold for 20 days
+ frappe.flags.current_time = get_datetime("2021-11-22 01:00")
+ issue.status = 'Closed'
+ issue.save()
+
+ self.assertEqual(issue.resolution_by, get_datetime('2021-11-22 06:00:00'))
+ 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)
+
+ def test_recording_of_assignment_on_first_reponse_failure(self):
+ from frappe.desk.form.assign_to import add as add_assignment
+
+ frappe.flags.current_time = get_datetime("2021-11-01 19:00")
+
+ issue = make_issue(frappe.flags.current_time, index=1)
+ create_communication(issue.name, "test@example.com", "Received", frappe.flags.current_time)
+ add_assignment({
+ 'doctype': issue.doctype,
+ 'name': issue.name,
+ 'assign_to': ['test@admin.com']
+ })
+ issue.reload()
+
+ # send a reply failing response SLA
+ frappe.flags.current_time = get_datetime("2021-11-02 15:00")
+ create_communication(issue.name, "test@admin.com", "Sent", frappe.flags.current_time)
+
+ # assert if a new timeline item has been added
+ # to record the assignment
+ comment = frappe.db.exists('Comment', {
+ 'reference_doctype': 'Issue',
+ 'reference_name': issue.name,
+ 'comment_type': 'Assigned',
+ 'content': _('First Response SLA Failed by {}').format('test')
+ })
+ self.assertTrue(comment)
+
+ def test_agreement_status_on_response(self):
+ frappe.flags.current_time = get_datetime("2021-11-01 19:00")
+
+ issue = make_issue(frappe.flags.current_time, index=1)
+ create_communication(issue.name, "test@example.com", "Received", frappe.flags.current_time)
+ self.assertTrue(issue.status == 'Open')
+
+ # send a reply within response SLA
+ frappe.flags.current_time = get_datetime("2021-11-02 11:00")
+ create_communication(issue.name, "test@admin.com", "Sent", frappe.flags.current_time)
+
+ issue.reload()
+ self.assertEquals(issue.first_responded_on, frappe.flags.current_time)
+ self.assertEquals(issue.agreement_status, 'Resolution Due')
+
class TestFirstResponseTime(TestSetUp):
# working hours used in all cases: Mon-Fri, 10am to 6pm
# all dates are in the mm-dd-yyyy format
@@ -355,12 +467,18 @@
def create_issue_and_communication(issue_creation, first_responded_on):
issue = make_issue(issue_creation, index=1)
sender = create_user("test@admin.com")
+ frappe.flags.current_time = first_responded_on
create_communication(issue.name, sender.email, "Sent", first_responded_on)
issue.reload()
return issue
def make_issue(creation=None, customer=None, index=0, priority=None, issue_type=None):
+ if issue_type and not frappe.db.exists('Issue Type', issue_type):
+ doc = frappe.new_doc('Issue Type')
+ doc.name = issue_type
+ doc.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.js b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
index ae2080c..bfbffe2 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
@@ -22,10 +22,41 @@
refresh: function(frm) {
frm.trigger('fetch_status_fields');
frm.trigger('toggle_resolution_fields');
+ frm.trigger('default_service_level_agreement');
+ frm.trigger('entity');
+ },
+
+ default_service_level_agreement: function(frm) {
+ const field = frm.get_field('default_service_level_agreement');
+ if (frm.doc.default_service_level_agreement) {
+ field.set_description(__('SLA will be applied on every {0}', [frm.doc.document_type]));
+ } else {
+ field.set_description(__('Enable to apply SLA on every {0}', [frm.doc.document_type]));
+ }
},
document_type: function(frm) {
frm.trigger('fetch_status_fields');
+ frm.trigger('default_service_level_agreement');
+ },
+
+ entity_type: function(frm) {
+ frm.set_value('entity', undefined);
+ },
+
+ entity: function(frm) {
+ const field = frm.get_field('entity');
+ if (frm.doc.entity) {
+ const and_descendants = frm.doc.entity_type != 'Customer' ? ' ' + __('or its descendants') : '';
+ field.set_description(
+ __('SLA will be applied if {1} is set as {2}{3}', [
+ frm.doc.document_type, frm.doc.entity_type,
+ frm.doc.entity, and_descendants
+ ])
+ );
+ } else {
+ field.set_description('');
+ }
},
fetch_status_fields: function(frm) {
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
index 5f470aa..1698e23 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
@@ -6,22 +6,17 @@
"editable_grid": 1,
"engine": "InnoDB",
"field_order": [
- "enabled",
- "section_break_2",
"document_type",
- "default_service_level_agreement",
"default_priority",
"column_break_2",
"service_level",
- "holiday_list",
- "entity_section",
- "entity_type",
- "column_break_10",
- "entity",
+ "enabled",
"filters_section",
- "condition",
+ "default_service_level_agreement",
+ "entity_type",
+ "entity",
"column_break_15",
- "condition_description",
+ "condition",
"agreement_details_section",
"start_date",
"column_break_7",
@@ -31,8 +26,10 @@
"priorities",
"status_details",
"sla_fulfilled_on",
+ "column_break_22",
"pause_sla_on",
"support_and_resolution_section_break",
+ "holiday_list",
"support_and_resolution"
],
"fields": [
@@ -42,7 +39,8 @@
"in_list_view": 1,
"in_standard_filter": 1,
"label": "Service Level Name",
- "reqd": 1
+ "reqd": 1,
+ "set_only_once": 1
},
{
"fieldname": "holiday_list",
@@ -56,10 +54,10 @@
"fieldtype": "Column Break"
},
{
- "depends_on": "eval: !doc.default_service_level_agreement",
+ "depends_on": "eval: doc.document_type",
"fieldname": "agreement_details_section",
"fieldtype": "Section Break",
- "label": "Agreement Details"
+ "label": "Valid From"
},
{
"fieldname": "start_date",
@@ -72,7 +70,6 @@
"fieldtype": "Column Break"
},
{
- "depends_on": "eval: !doc.default_service_level_agreement",
"fieldname": "end_date",
"fieldtype": "Date",
"label": "End Date"
@@ -80,7 +77,7 @@
{
"fieldname": "response_and_resolution_time_section",
"fieldtype": "Section Break",
- "label": "Response and Resolution Time"
+ "label": "Response and Resolution"
},
{
"fieldname": "support_and_resolution_section_break",
@@ -90,6 +87,7 @@
{
"fieldname": "support_and_resolution",
"fieldtype": "Table",
+ "label": "Working Hours",
"options": "Service Day",
"reqd": 1
},
@@ -101,10 +99,7 @@
"reqd": 1
},
{
- "fieldname": "column_break_10",
- "fieldtype": "Column Break"
- },
- {
+ "depends_on": "eval: !doc.default_service_level_agreement",
"fieldname": "entity",
"fieldtype": "Dynamic Link",
"in_list_view": 1,
@@ -114,11 +109,6 @@
},
{
"depends_on": "eval: !doc.default_service_level_agreement",
- "fieldname": "entity_section",
- "fieldtype": "Section Break",
- "label": "Entity"
- },
- {
"fieldname": "entity_type",
"fieldtype": "Select",
"in_standard_filter": 1,
@@ -126,11 +116,6 @@
"options": "\nCustomer\nCustomer Group\nTerritory"
},
{
- "fieldname": "section_break_2",
- "fieldtype": "Section Break",
- "hide_border": 1
- },
- {
"default": "0",
"fieldname": "default_service_level_agreement",
"fieldtype": "Check",
@@ -152,7 +137,7 @@
{
"fieldname": "document_type",
"fieldtype": "Link",
- "label": "Document Type",
+ "label": "Apply On",
"options": "DocType",
"reqd": 1,
"set_only_once": 1
@@ -164,6 +149,7 @@
"label": "Enabled"
},
{
+ "depends_on": "document_type",
"fieldname": "status_details",
"fieldtype": "Section Break",
"label": "Status Details"
@@ -182,28 +168,31 @@
"label": "Apply SLA for Resolution Time"
},
{
+ "depends_on": "document_type",
"fieldname": "filters_section",
"fieldtype": "Section Break",
- "label": "Assignment Condition"
+ "label": "Assignment Conditions"
},
{
"fieldname": "column_break_15",
"fieldtype": "Column Break"
},
{
+ "depends_on": "eval: !doc.default_service_level_agreement",
+ "description": "Simple Python Expression, Example: doc.status == 'Open' and doc.issue_type == 'Bug'",
"fieldname": "condition",
"fieldtype": "Code",
"label": "Condition",
- "options": "Python"
+ "max_height": "7rem",
+ "options": "PythonExpression"
},
{
- "fieldname": "condition_description",
- "fieldtype": "HTML",
- "options": "<p><strong>Condition Examples:</strong></p>\n<pre>doc.status==\"Open\"<br>doc.due_date==nowdate()<br>doc.total > 40000\n</pre>"
+ "fieldname": "column_break_22",
+ "fieldtype": "Column Break"
}
],
"links": [],
- "modified": "2021-10-02 11:32:55.556024",
+ "modified": "2021-11-26 15:45:33.289911",
"modified_by": "Administrator",
"module": "Support",
"name": "Service Level Agreement",
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 5f8f83d..50f31fd 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -10,7 +10,6 @@
from frappe.model.document import Document
from frappe.utils import (
add_to_date,
- cint,
get_datetime,
get_datetime_str,
get_link_to_form,
@@ -22,6 +21,7 @@
time_diff_in_seconds,
to_timedelta,
)
+from frappe.utils.nestedset import get_ancestors_of
from frappe.utils.safe_exec import get_safe_globals
from erpnext.support.doctype.issue.issue import get_holidays
@@ -248,7 +248,7 @@
customer = doc.get('customer')
or_filters.append(
- ["Service Level Agreement", "entity", "in", [customer, get_customer_group(customer), get_customer_territory(customer)]]
+ ["Service Level Agreement", "entity", "in", [customer] + get_customer_group(customer) + get_customer_territory(customer)]
)
default_sla_filter = filters + [["Service Level Agreement", "default_service_level_agreement", "=", 1]]
@@ -275,11 +275,23 @@
return {"doc": doc.as_dict(), "nowdate": nowdate, "frappe": frappe._dict(utils=get_safe_globals().get("frappe").get("utils"))}
def get_customer_group(customer):
- return frappe.db.get_value("Customer", customer, "customer_group") if customer else None
+ customer_groups = []
+ customer_group = frappe.db.get_value("Customer", customer, "customer_group") if customer else None
+ if customer_group:
+ ancestors = get_ancestors_of("Customer Group", customer_group)
+ customer_groups = [customer_group] + ancestors
+
+ return customer_groups
def get_customer_territory(customer):
- return frappe.db.get_value("Customer", customer, "territory") if customer else None
+ customer_territories = []
+ customer_territory = frappe.db.get_value("Customer", customer, "territory") if customer else None
+ if customer_territory:
+ ancestors = get_ancestors_of("Territory", customer_territory)
+ customer_territories = [customer_territory] + ancestors
+
+ return customer_territories
@frappe.whitelist()
@@ -299,7 +311,7 @@
if customer:
# Include SLA with No Entity and Entity Type
or_filters.append(
- ["Service Level Agreement", "entity", "in", [customer, get_customer_group(customer), get_customer_territory(customer), ""]]
+ ["Service Level Agreement", "entity", "in", [""] + [customer] + get_customer_group(customer) + get_customer_territory(customer)]
)
return {
@@ -337,84 +349,135 @@
def apply(doc, method=None):
# Applies SLA to document on validate
- if frappe.flags.in_patch or frappe.flags.in_migrate or frappe.flags.in_install or frappe.flags.in_setup_wizard or \
- doc.doctype not in get_documents_with_active_service_level_agreement():
+ if (
+ frappe.flags.in_patch
+ or frappe.flags.in_migrate
+ or frappe.flags.in_install
+ or frappe.flags.in_setup_wizard
+ or doc.doctype not in get_documents_with_active_service_level_agreement()
+ ):
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
- set_sla_properties(doc, service_level_agreement)
+ process_sla(doc, sla)
-def set_sla_properties(doc, service_level_agreement):
- if frappe.db.exists(doc.doctype, doc.name):
- from_db = frappe.get_doc(doc.doctype, doc.name)
- else:
- from_db = frappe._dict({})
-
- meta = frappe.get_meta(doc.doctype)
-
- if meta.has_field("customer") and service_level_agreement.customer and doc.get("customer") and \
- not service_level_agreement.customer == doc.get("customer"):
- frappe.throw(_("Service Level Agreement {0} is specific to Customer {1}").format(service_level_agreement.name,
- service_level_agreement.customer))
-
- doc.service_level_agreement = service_level_agreement.name
- doc.priority = doc.get("priority") or service_level_agreement.default_priority
- priority = get_priority(doc)
+def process_sla(doc, sla):
if not doc.creation:
doc.creation = now_datetime(doc.get("owner"))
-
- if meta.has_field("service_level_agreement_creation"):
+ if doc.meta.has_field("service_level_agreement_creation"):
doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
+ doc.service_level_agreement = sla.name
+ doc.priority = doc.get("priority") or sla.default_priority
+
+ handle_status_change(doc, 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 handle_status_change(doc, apply_sla_for_resolution):
+ now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
+ prev_status = frappe.db.get_value(doc.doctype, doc.name, 'status')
+
+ 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 set_first_response():
+ if doc.meta.has_field("first_responded_on") and not doc.get('first_responded_on'):
+ doc.first_responded_on = now_time
+ if get_datetime(doc.get('first_responded_on')) > get_datetime(doc.get('response_by')):
+ record_assigned_users_on_failure(doc)
+
+ 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)) or doc.flags.on_first_reply):
+ set_first_response()
+
+ # 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):
+ return [entry.status for entry in frappe.db.get_all("SLA Fulfilled On Status", filters={
+ "parent": service_level_agreement
+ }, fields=["status"])]
+
+
+def get_hold_statuses(service_level_agreement):
+ return [entry.status for entry in frappe.db.get_all("Pause SLA On Status", filters={
+ "parent": service_level_agreement
+ }, fields=["status"])]
+
+
+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, meta, start_date_time, priority)
- if service_level_agreement.apply_sla_for_resolution:
- set_resolution_by_and_variance(doc, meta, start_date_time, priority)
-
- update_status(doc, from_db, meta)
-
-
-def update_status(doc, from_db, meta):
- if meta.has_field("status"):
- if meta.has_field("first_responded_on") and doc.status != "Open" and \
- from_db.status == "Open" and not doc.first_responded_on:
- doc.first_responded_on = frappe.flags.current_time or now_datetime(doc.get("owner"))
-
- if meta.has_field("service_level_agreement") and doc.service_level_agreement:
- # mark sla status as fulfilled based on the configuration
- fulfillment_statuses = [entry.status for entry in frappe.db.get_all("SLA Fulfilled On Status", filters={
- "parent": doc.service_level_agreement
- }, fields=["status"])]
-
- if doc.status in fulfillment_statuses and from_db.status not in fulfillment_statuses:
- apply_sla_for_resolution = frappe.db.get_value("Service Level Agreement", doc.service_level_agreement,
- "apply_sla_for_resolution")
-
- if apply_sla_for_resolution and meta.has_field("resolution_date"):
- doc.resolution_date = frappe.flags.current_time or now_datetime(doc.get("owner"))
-
- if meta.has_field("agreement_status") and from_db.agreement_status == "Ongoing":
- set_service_level_agreement_variance(doc.doctype, doc.name)
- update_agreement_status(doc, meta)
-
- if apply_sla_for_resolution:
- set_resolution_time(doc, meta)
- set_user_resolution_time(doc, meta)
-
- if doc.status == "Open" and from_db.status != "Open":
- # if no date, it should be set as None and not a blank string "", as per mysql strict config
- # enable SLA and variance on Reopen
- reset_metrics(doc, meta)
- set_service_level_agreement_variance(doc.doctype, doc.name)
-
- handle_hold_time(doc, meta, from_db.status)
+ 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):
@@ -485,37 +548,13 @@
return support_days
-def set_service_level_agreement_variance(doctype, doc=None):
+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)
- filters = {"status": "Open", "agreement_status": "Ongoing"}
-
- if doc:
- filters = {"name": doc}
-
- for entry in frappe.get_all(doctype, filters=filters):
- current_doc = frappe.get_doc(doctype, entry.name)
- current_time = frappe.flags.current_time or now_datetime(current_doc.get("owner"))
- apply_sla_for_resolution = frappe.db.get_value("Service Level Agreement", current_doc.service_level_agreement,
- "apply_sla_for_resolution")
-
- if not current_doc.first_responded_on: # first_responded_on set when first reply is sent to customer
- variance = round(time_diff_in_seconds(current_doc.response_by, current_time), 2)
- frappe.db.set_value(current_doc.doctype, current_doc.name, "response_by_variance", variance, update_modified=False)
-
- if variance < 0:
- frappe.db.set_value(current_doc.doctype, current_doc.name, "agreement_status", "Failed", update_modified=False)
-
- if apply_sla_for_resolution and not current_doc.get("resolution_date"): # resolution_date set when issue has been closed
- variance = round(time_diff_in_seconds(current_doc.resolution_by, current_time), 2)
- frappe.db.set_value(current_doc.doctype, current_doc.name, "resolution_by_variance", variance, update_modified=False)
-
- if variance < 0:
- frappe.db.set_value(current_doc.doctype, current_doc.name, "agreement_status", "Failed", update_modified=False)
-
-
-def set_user_resolution_time(doc, meta):
# total time taken by a user to close the issue apart from wait_time
- if not meta.has_field("user_resolution_time"):
+ if not doc.meta.has_field("user_resolution_time"):
return
communications = frappe.get_all("Communication", filters={
@@ -531,7 +570,7 @@
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
@@ -548,12 +587,12 @@
frappe.msgprint(_("Service Level Agreement has been changed to {0}.").format(self.service_level_agreement))
-def get_priority(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)
+def get_response_and_resolution_duration(doc):
+ 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
@@ -572,122 +611,99 @@
}).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()
-def reset_metrics(doc, meta):
- if meta.has_field("resolution_date"):
+def reset_resolution_metrics(doc):
+ if doc.meta.has_field("resolution_date"):
doc.resolution_date = None
- if not meta.has_field("resolution_time"):
+ if doc.meta.has_field("resolution_time"):
doc.resolution_time = None
- if not meta.has_field("user_resolution_time"):
+ if doc.meta.has_field("user_resolution_time"):
doc.user_resolution_time = None
- if meta.has_field("agreement_status"):
- doc.agreement_status = "Ongoing"
-
-
-def set_resolution_time(doc, meta):
- # total time taken from issue creation to closing
- if not meta.has_field("resolution_time"):
- return
-
- doc.resolution_time = time_diff_in_seconds(doc.resolution_date, doc.creation)
+ if doc.meta.has_field("agreement_status"):
+ doc.agreement_status = "First Response Due"
# called via hooks on communication update
-def update_hold_time(doc, status):
+def on_communication_update(doc, status):
+ if doc.communication_type == "Comment":
+ return
+
parent = get_parent_doc(doc)
if not parent:
return
- if doc.communication_type == "Comment":
+ if not parent.meta.has_field('service_level_agreement'):
return
- status_field = parent.meta.get_field("status")
- if status_field:
- options = (status_field.options or "").splitlines()
+ for_resolution = frappe.db.get_value('Service Level Agreement', parent.service_level_agreement, 'apply_sla_for_resolution')
- # if status has a "Replied" option, then handle hold time
- if ("Replied" in options) and doc.sent_or_received == "Received":
- meta = frappe.get_meta(parent.doctype)
- handle_hold_time(parent, meta, 'Replied')
+ if (
+ doc.sent_or_received == "Received" # a reply is received
+ and parent.get('status') == 'Open' # issue status is set as open from communication.py
+ and parent._doc_before_save
+ and parent.get('status') != parent._doc_before_save.get('status') # status changed
+ ):
+ # undo the status change in db
+ # since prev status is fetched from db
+ frappe.db.set_value(parent.doctype, parent.name, 'status', parent._doc_before_save.get('status'))
+
+ elif (
+ doc.sent_or_received == "Sent" # a reply is sent
+ and parent.get('first_responded_on') # first_responded_on is set from communication.py
+ and parent._doc_before_save
+ and not parent._doc_before_save.get('first_responded_on') # first_responded_on was not set
+ ):
+ # reset first_responded_on since it will be handled/set later on
+ parent.first_responded_on = None
+ parent.flags.on_first_reply = True
+
+ handle_status_change(parent, for_resolution)
+ update_response_and_resolution_metrics(parent, for_resolution)
+ update_agreement_status(parent, for_resolution)
+
+ parent.save()
-def handle_hold_time(doc, meta, status):
- if meta.has_field("service_level_agreement") and doc.service_level_agreement:
- # set response and resolution variance as None as the issue is on Hold for status as Replied
- hold_statuses = [entry.status for entry in frappe.db.get_all("Pause SLA On Status", filters={
- "parent": doc.service_level_agreement
- }, fields=["status"])]
-
- if not hold_statuses:
- return
-
- if meta.has_field("status") and doc.status in hold_statuses and status not in hold_statuses:
- apply_hold_status(doc, meta)
-
- # calculate hold time when status is changed from any hold status to any non-hold status
- if meta.has_field("status") and doc.status not in hold_statuses and status in hold_statuses:
- reset_hold_status_and_update_hold_time(doc, meta)
-
-
-def apply_hold_status(doc, meta):
- update_values = {'on_hold_since': frappe.flags.current_time or now_datetime(doc.get("owner"))}
-
- if meta.has_field("first_responded_on") and not doc.first_responded_on:
- update_values['response_by'] = None
- update_values['response_by_variance'] = 0
-
- update_values['resolution_by'] = None
- update_values['resolution_by_variance'] = 0
-
- doc.db_set(update_values)
-
-
-def reset_hold_status_and_update_hold_time(doc, meta):
- hold_time = doc.total_hold_time if meta.has_field("total_hold_time") and doc.total_hold_time else 0
- now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
- last_hold_time = 0
+def reset_expected_response_and_resolution(doc):
update_values = {}
-
- if meta.has_field("on_hold_since") and doc.on_hold_since:
- # last_hold_time will be added to the sla variables
- last_hold_time = time_diff_in_seconds(now_time, doc.on_hold_since)
- update_values['total_hold_time'] = hold_time + last_hold_time
-
- # re-calculate SLA variables after issue changes from any hold status to any non-hold status
- start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
- priority = get_priority(doc)
- now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
-
- # add hold time to response by variance
- if meta.has_field("first_responded_on") and not doc.first_responded_on:
- response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
- response_by = add_to_date(response_by, seconds=round(last_hold_time))
- response_by_variance = round(time_diff_in_seconds(response_by, now_time))
-
- update_values['response_by'] = response_by
- update_values['response_by_variance'] = response_by_variance + last_hold_time
-
- # add hold time to resolution by variance
- if frappe.db.get_value("Service Level Agreement", doc.service_level_agreement, "apply_sla_for_resolution"):
- resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
- resolution_by = add_to_date(resolution_by, seconds=round(last_hold_time))
- resolution_by_variance = round(time_diff_in_seconds(resolution_by, now_time))
-
- update_values['resolution_by'] = resolution_by
- update_values['resolution_by_variance'] = resolution_by_variance + last_hold_time
-
- update_values['on_hold_since'] = None
-
+ if doc.meta.has_field("first_responded_on") and not doc.get('first_responded_on'):
+ update_values['response_by'] = None
+ if doc.meta.has_field("resolution_by") and not doc.get('resolution_date'):
+ update_values['resolution_by'] = None
doc.db_set(update_values)
+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')))
+
+
+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')))
+
+
+def record_assigned_users_on_failure(doc):
+ assigned_users = doc.get_assigned_users()
+ if assigned_users:
+ from frappe.utils import get_fullname
+ assigned_users = ', '.join((get_fullname(user) for user in assigned_users))
+ message = _('First Response SLA Failed by {}').format(assigned_users)
+ doc.add_comment(
+ comment_type='Assigned',
+ text=message
+ )
+
+
def get_service_level_agreement_fields():
return [
{
@@ -715,16 +731,10 @@
"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
},
{
@@ -746,11 +756,11 @@
"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
},
{
@@ -760,13 +770,6 @@
"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,
@@ -786,43 +789,28 @@
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 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 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 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, meta):
- if meta.has_field("service_level_agreement") and meta.has_field("agreement_status") and \
- doc.service_level_agreement and doc.agreement_status == "Ongoing":
-
- apply_sla_for_resolution = frappe.db.get_value("Service Level Agreement", doc.service_level_agreement,
- "apply_sla_for_resolution")
-
+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 meta.has_field("response_by_variance") and meta.has_field("resolution_by_variance"):
- if cint(frappe.db.get_value(doc.doctype, doc.name, "response_by_variance")) < 0 or \
- cint(frappe.db.get_value(doc.doctype, doc.name, "resolution_by_variance")) < 0:
-
- doc.agreement_status = "Failed"
- else:
- doc.agreement_status = "Fulfilled"
- else:
- if meta.has_field("response_by_variance") and \
- cint(frappe.db.get_value(doc.doctype, doc.name, "response_by_variance")) < 0:
- doc.agreement_status = "Failed"
- else:
+ if doc.meta.has_field("first_responded_on") and not doc.get('first_responded_on'):
+ doc.agreement_status = "First Response Due"
+ elif doc.meta.has_field("resolution_date") and not doc.get('resolution_date'):
+ doc.agreement_status = "Resolution Due"
+ elif get_datetime(doc.get('resolution_date')) <= get_datetime(doc.get('resolution_by')):
doc.agreement_status = "Fulfilled"
+ else:
+ doc.agreement_status = "Failed"
+ else:
+ if doc.meta.has_field("first_responded_on") and not doc.get('first_responded_on'):
+ doc.agreement_status = "First Response Due"
+ elif get_datetime(doc.get('first_responded_on')) <= get_datetime(doc.get('response_by')):
+ doc.agreement_status = "Fulfilled"
+ else:
+ doc.agreement_status = "Failed"
def is_holiday(date, holidays):
@@ -835,23 +823,6 @@
return datetime.timedelta(hours=time.hour, minutes=time.minute, seconds=time.second)
-def set_response_by_and_variance(doc, meta, start_date_time, priority):
- if meta.has_field("response_by"):
- doc.response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
-
- if 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)
-
-def set_resolution_by_and_variance(doc, meta, start_date_time, priority):
- if meta.has_field("resolution_by"):
- doc.resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
-
- if 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)
-
-
def now_datetime(user):
dt = convert_utc_to_user_timezone(datetime.utcnow(), user)
return dt.replace(tzinfo=None)
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..b07c862 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,
}
]
})
@@ -386,7 +351,7 @@
if sla:
frappe.delete_doc("Service Level Agreement", sla, force=1)
- return frappe.get_doc(service_level_agreement).insert(ignore_permissions=True)
+ return frappe.get_doc(service_level_agreement).insert(ignore_permissions=True, ignore_if_duplicate=True)
def create_customer():
@@ -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:
diff --git a/erpnext/support/report/issue_summary/issue_summary.py b/erpnext/support/report/issue_summary/issue_summary.py
index 39a5c40..67fe345 100644
--- a/erpnext/support/report/issue_summary/issue_summary.py
+++ b/erpnext/support/report/issue_summary/issue_summary.py
@@ -82,7 +82,8 @@
self.sla_status_map = {
'SLA Failed': 'failed',
'SLA Fulfilled': 'fulfilled',
- 'SLA Ongoing': 'ongoing'
+ 'First Response Due': 'first_response_due',
+ 'Resolution Due': 'resolution_due'
}
for label, fieldname in self.sla_status_map.items():