test: Issue Metrics
diff --git a/erpnext/support/doctype/issue/issue.py b/erpnext/support/doctype/issue/issue.py
index b7da296..31797df 100644
--- a/erpnext/support/doctype/issue/issue.py
+++ b/erpnext/support/doctype/issue/issue.py
@@ -76,9 +76,9 @@
self.agreement_fulfilled = "Ongoing"
set_service_level_agreement_variance(issue=self.name)
- self.handle_hold_time()
+ self.handle_hold_time(status)
- def handle_hold_time(self):
+ def handle_hold_time(self, status):
# set response and resolution variance as None as the issue is on Hold for status as Replied
if self.status == "Replied" and status != "Replied":
self.on_hold_since = frappe.flags.current_time or now_datetime()
@@ -91,24 +91,26 @@
# calculate hold time when status is changed from Replied to any other status
if self.status != "Replied" and status == "Replied":
hold_time = self.total_hold_time if self.total_hold_time else 0
- self.total_hold_time = hold_time + time_diff_in_seconds(now_datetime(), self.on_hold_since)
+ now_time = frappe.flags.current_time or now_datetime()
+ self.total_hold_time = hold_time + time_diff_in_seconds(now_time, self.on_hold_since)
# re-calculate SLA variables after issue changes from Replied to Open
# add hold time to SLA variables
if self.status == "Open" and status == "Replied":
start_date_time = get_datetime(self.service_level_agreement_creation)
priority = get_priority(self)
+ now_time = frappe.flags.current_time or now_datetime()
hold_time = time_diff_in_seconds(now_datetime(), self.on_hold_since)
if not self.first_responded_on:
response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
self.response_by = add_to_date(response_by, seconds=round(hold_time))
- response_by_variance = round(time_diff_in_hours(self.response_by, now_datetime()))
+ response_by_variance = round(time_diff_in_hours(self.response_by, now_time))
self.response_by_variance = response_by_variance + (hold_time // 3600)
resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
self.resolution_by = add_to_date(resolution_by, seconds=round(hold_time))
- resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_datetime()))
+ resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_time))
self.resolution_by_variance = resolution_by_variance + (hold_time // 3600)
self.on_hold_since = None
@@ -377,7 +379,7 @@
def set_resolution_time(issue):
# total time taken from issue creation to closing
- resolution_time = time_diff_in_seconds(now_datetime(), issue.creation)
+ resolution_time = time_diff_in_seconds(issue.resolution_date, issue.creation)
issue.db_set("resolution_time", resolution_time)
@@ -399,7 +401,7 @@
pending_time.append(wait_time)
total_pending_time = sum(pending_time)
- resolution_time_in_secs = time_diff_in_seconds(now_datetime(), issue.creation)
+ resolution_time_in_secs = time_diff_in_seconds(issue.resolution_date, issue.creation)
user_resolution_time = resolution_time_in_secs - total_pending_time
issue.db_set("user_resolution_time", user_resolution_time)
diff --git a/erpnext/support/doctype/issue/test_issue.py b/erpnext/support/doctype/issue/test_issue.py
index 7a5e3e3..2818b1b 100644
--- a/erpnext/support/doctype/issue/test_issue.py
+++ b/erpnext/support/doctype/issue/test_issue.py
@@ -10,10 +10,13 @@
from datetime import timedelta
class TestIssue(unittest.TestCase):
- def test_response_time_and_resolution_time_based_on_different_sla(self):
+ def setUp(self):
+ frappe.db.sql("delete from `tabService Level Agreement`")
+ frappe.db.sql("delete from `tabEmployee`")
frappe.db.set_value("Support Settings", None, "track_service_level_agreement", 1)
create_service_level_agreements_for_issues()
+ def test_response_time_and_resolution_time_based_on_different_sla(self):
creation = datetime.datetime(2019, 3, 4, 12, 0)
# make issue with customer specific SLA
@@ -72,6 +75,33 @@
self.assertEqual(issue.agreement_fulfilled, 'Fulfilled')
+ def test_issue_metrics(self):
+ creation = datetime.datetime(2020, 3, 4, 4, 0)
+
+ # make issue with customer specific SLA
+ customer = create_customer("_Test Customer", "__Test SLA Customer Group", "__Test SLA Territory")
+ issue = make_issue(creation, "_Test Customer", 1)
+ create_communication(issue.name, "test@example.com", "Received", creation)
+
+ creation = datetime.datetime(2020, 3, 4, 4, 15)
+ create_communication(issue.name, "test@admin.com", "Sent", creation)
+
+ creation = datetime.datetime(2020, 3, 4, 5, 0)
+ create_communication(issue.name, "test@example.com", "Received", creation)
+
+ creation = datetime.datetime(2020, 3, 4, 5, 5)
+ create_communication(issue.name, "test@admin.com", "Sent", creation)
+ issue = frappe.get_doc('Issue', issue.name)
+
+ frappe.flags.current_time = datetime.datetime(2020, 3, 4, 5, 5)
+ 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 make_issue(creation=None, customer=None, index=0):
issue = frappe.get_doc({
@@ -86,6 +116,7 @@
return issue
+
def create_customer(name, customer_group, territory):
create_customer_group(customer_group)
@@ -99,6 +130,7 @@
"territory": territory
}).insert(ignore_permissions=True)
+
def create_customer_group(customer_group):
if not frappe.db.exists("Customer Group", {"customer_group_name": customer_group}):
@@ -107,6 +139,7 @@
"customer_group_name": customer_group
}).insert(ignore_permissions=True)
+
def create_territory(territory):
if not frappe.db.exists("Territory", {"territory_name": territory}):
@@ -114,3 +147,20 @@
"doctype": "Territory",
"territory_name": territory,
}).insert(ignore_permissions=True)
+
+
+def create_communication(reference_name, sender, sent_or_received, creation):
+ issue = frappe.get_doc({
+ "doctype": "Communication",
+ "communication_type": "Communication",
+ "communication_medium": "Email",
+ "sent_or_received": sent_or_received,
+ "email_status": "Open",
+ "subject": "Test Issue",
+ "sender": sender,
+ "content": "Test",
+ "status": "Linked",
+ "reference_doctype": "Issue",
+ "creation": creation,
+ "reference_name": reference_name
+ }).insert(ignore_permissions=True)
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 94e0b58..57d4747 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
@@ -16,7 +16,7 @@
# Default Service Level Agreement
create_default_service_level_agreement = create_service_level_agreement(default_service_level_agreement=1,
holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
- entity_type=None, entity=None, response_time=4, resolution_time=6)
+ entity_type=None, entity=None, response_time=14400, resolution_time=21600)
get_default_service_level_agreement = get_service_level_agreement(default_service_level_agreement=1)
@@ -29,7 +29,7 @@
customer = create_customer()
create_customer_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
- entity_type="Customer", entity=customer, response_time=2, resolution_time=3)
+ entity_type="Customer", entity=customer, response_time=7200, resolution_time=10800)
get_customer_service_level_agreement = get_service_level_agreement(entity_type="Customer", entity=customer)
self.assertEqual(create_customer_service_level_agreement.name, get_customer_service_level_agreement.name)
@@ -41,7 +41,7 @@
customer_group = create_customer_group()
create_customer_group_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
- entity_type="Customer Group", entity=customer_group, response_time=2, resolution_time=3)
+ entity_type="Customer Group", entity=customer_group, response_time=7200, resolution_time=10800)
get_customer_group_service_level_agreement = get_service_level_agreement(entity_type="Customer Group", entity=customer_group)
self.assertEqual(create_customer_group_service_level_agreement.name, get_customer_group_service_level_agreement.name)
@@ -53,7 +53,7 @@
territory = create_territory()
create_territory_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
- entity_type="Territory", entity=territory, response_time=2, resolution_time=3)
+ entity_type="Territory", entity=territory, response_time=7200, resolution_time=10800)
get_territory_service_level_agreement = get_service_level_agreement(entity_type="Territory", entity=territory)
self.assertEqual(create_territory_service_level_agreement.name, get_territory_service_level_agreement.name)
@@ -83,6 +83,7 @@
"enable": 1,
"service_level": "__Test Service Level",
"default_service_level_agreement": default_service_level_agreement,
+ "default_priority": "Medium",
"holiday_list": holiday_list,
"employee_group": employee_group,
"entity_type": entity_type,
@@ -212,19 +213,19 @@
def create_service_level_agreements_for_issues():
create_service_level_agreement(default_service_level_agreement=1, holiday_list="__Test Holiday List",
- employee_group="_Test Employee Group", entity_type=None, entity=None, response_time=4, resolution_time=6)
+ employee_group="_Test Employee Group", entity_type=None, entity=None, response_time=14400, resolution_time=21600)
create_customer()
create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
- employee_group="_Test Employee Group", entity_type="Customer", entity="_Test Customer", response_time=2, resolution_time=3)
+ employee_group="_Test Employee Group", entity_type="Customer", entity="_Test Customer", response_time=7200, resolution_time=10800)
create_customer_group()
create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
- employee_group="_Test Employee Group", entity_type="Customer Group", entity="_Test SLA Customer Group", response_time=2, resolution_time=3)
+ employee_group="_Test Employee Group", entity_type="Customer Group", entity="_Test SLA Customer Group", response_time=7200, resolution_time=10800)
create_territory()
create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
- employee_group="_Test Employee Group", entity_type="Territory", entity="_Test SLA Territory", response_time=2, resolution_time=3)
+ employee_group="_Test Employee Group", entity_type="Territory", entity="_Test SLA Territory", response_time=7200, resolution_time=10800)
def make_holiday_list():
holiday_list = frappe.db.exists("Holiday List", "__Test Holiday List")