feat: Issue Summary Script Report (#23603)
* feat: Issue Summary Report
* feat: Add Issue Metrics to Issue Summary Report
* fix: code clean-up
* feat: Added Report Summary
* feat: Add SLA status fields
* fix: add report link to desk page
* fix: sider issues
Co-authored-by: Marica <maricadsouza221197@gmail.com>
Co-authored-by: Nabin Hait <nabinhait@gmail.com>
diff --git a/erpnext/support/desk_page/support/support.json b/erpnext/support/desk_page/support/support.json
index 28410f3..18cf87a 100644
--- a/erpnext/support/desk_page/support/support.json
+++ b/erpnext/support/desk_page/support/support.json
@@ -28,7 +28,7 @@
{
"hidden": 0,
"label": "Reports",
- "links": "[\n {\n \"dependencies\": [\n \"Issue\"\n ],\n \"doctype\": \"Issue\",\n \"is_query_report\": true,\n \"label\": \"First Response Time for Issues\",\n \"name\": \"First Response Time for Issues\",\n \"type\": \"report\"\n }\n]"
+ "links": "[\n {\n \"dependencies\": [\n \"Issue\"\n ],\n \"doctype\": \"Issue\",\n \"is_query_report\": true,\n \"label\": \"First Response Time for Issues\",\n \"name\": \"First Response Time for Issues\",\n \"type\": \"report\"\n },\n {\n \"dependencies\": [\n \"Issue\"\n ],\n \"doctype\": \"Issue\",\n \"is_query_report\": true,\n \"label\": \"Issue Summary\",\n \"name\": \"Issue Summary\",\n \"type\": \"report\"\n }\n]"
}
],
"category": "Modules",
@@ -43,7 +43,7 @@
"idx": 0,
"is_standard": 1,
"label": "Support",
- "modified": "2020-08-11 15:49:34.307341",
+ "modified": "2020-10-12 18:40:22.252915",
"modified_by": "Administrator",
"module": "Support",
"name": "Support",
diff --git a/erpnext/support/report/issue_summary/__init__.py b/erpnext/support/report/issue_summary/__init__.py
new file mode 100644
index 0000000..e69de29
--- /dev/null
+++ b/erpnext/support/report/issue_summary/__init__.py
diff --git a/erpnext/support/report/issue_summary/issue_summary.js b/erpnext/support/report/issue_summary/issue_summary.js
new file mode 100644
index 0000000..684482a
--- /dev/null
+++ b/erpnext/support/report/issue_summary/issue_summary.js
@@ -0,0 +1,73 @@
+// Copyright (c) 2016, Frappe Technologies Pvt. Ltd. and contributors
+// For license information, please see license.txt
+/* eslint-disable */
+
+frappe.query_reports["Issue Summary"] = {
+ "filters": [
+ {
+ fieldname: "company",
+ label: __("Company"),
+ fieldtype: "Link",
+ options: "Company",
+ default: frappe.defaults.get_user_default("Company"),
+ reqd: 1
+ },
+ {
+ fieldname: "based_on",
+ label: __("Based On"),
+ fieldtype: "Select",
+ options: ["Customer", "Issue Type", "Issue Priority", "Assigned To"],
+ default: "Customer",
+ reqd: 1
+ },
+ {
+ fieldname: "from_date",
+ label: __("From Date"),
+ fieldtype: "Date",
+ default: frappe.defaults.get_global_default("year_start_date"),
+ reqd: 1
+ },
+ {
+ fieldname:"to_date",
+ label: __("To Date"),
+ fieldtype: "Date",
+ default: frappe.defaults.get_global_default("year_end_date"),
+ reqd: 1
+ },
+ {
+ fieldname: "status",
+ label: __("Status"),
+ fieldtype: "Select",
+ options:[
+ {label: __('Open'), value: 'Open'},
+ {label: __('Replied'), value: 'Replied'},
+ {label: __('Resolved'), value: 'Resolved'},
+ {label: __('Closed'), value: 'Closed'}
+ ]
+ },
+ {
+ fieldname: "priority",
+ label: __("Issue Priority"),
+ fieldtype: "Link",
+ options: "Issue Priority"
+ },
+ {
+ fieldname: "customer",
+ label: __("Customer"),
+ fieldtype: "Link",
+ options: "Customer"
+ },
+ {
+ fieldname: "project",
+ label: __("Project"),
+ fieldtype: "Link",
+ options: "Project"
+ },
+ {
+ fieldname: "assigned_to",
+ label: __("Assigned To"),
+ fieldtype: "Link",
+ options: "User"
+ }
+ ]
+};
\ No newline at end of file
diff --git a/erpnext/support/report/issue_summary/issue_summary.json b/erpnext/support/report/issue_summary/issue_summary.json
new file mode 100644
index 0000000..b8a580c
--- /dev/null
+++ b/erpnext/support/report/issue_summary/issue_summary.json
@@ -0,0 +1,26 @@
+{
+ "add_total_row": 0,
+ "columns": [],
+ "creation": "2020-10-12 01:01:55.181777",
+ "disable_prepared_report": 0,
+ "disabled": 0,
+ "docstatus": 0,
+ "doctype": "Report",
+ "filters": [],
+ "idx": 0,
+ "is_standard": "Yes",
+ "modified": "2020-10-12 14:54:55.655920",
+ "modified_by": "Administrator",
+ "module": "Support",
+ "name": "Issue Summary",
+ "owner": "Administrator",
+ "prepared_report": 0,
+ "ref_doctype": "Issue",
+ "report_name": "Issue Summary",
+ "report_type": "Script Report",
+ "roles": [
+ {
+ "role": "Support Team"
+ }
+ ]
+}
\ No newline at end of file
diff --git a/erpnext/support/report/issue_summary/issue_summary.py b/erpnext/support/report/issue_summary/issue_summary.py
new file mode 100644
index 0000000..3d73531
--- /dev/null
+++ b/erpnext/support/report/issue_summary/issue_summary.py
@@ -0,0 +1,353 @@
+# Copyright (c) 2013, Frappe Technologies Pvt. Ltd. and contributors
+# For license information, please see license.txt
+
+from __future__ import unicode_literals
+import frappe
+import json
+from six import iteritems
+from frappe import _, scrub
+from frappe.utils import flt
+
+def execute(filters=None):
+ return IssueSummary(filters).run()
+
+class IssueSummary(object):
+ def __init__(self, filters=None):
+ self.filters = frappe._dict(filters or {})
+
+ def run(self):
+ self.get_columns()
+ self.get_data()
+ self.get_chart_data()
+ self.get_report_summary()
+
+ return self.columns, self.data, None, self.chart, self.report_summary
+
+ def get_columns(self):
+ self.columns = []
+
+ if self.filters.based_on == 'Customer':
+ self.columns.append({
+ 'label': _('Customer'),
+ 'options': 'Customer',
+ 'fieldname': 'customer',
+ 'fieldtype': 'Link',
+ 'width': 200
+ })
+
+ elif self.filters.based_on == 'Assigned To':
+ self.columns.append({
+ 'label': _('User'),
+ 'fieldname': 'user',
+ 'fieldtype': 'Link',
+ 'options': 'User',
+ 'width': 200
+ })
+
+ elif self.filters.based_on == 'Issue Type':
+ self.columns.append({
+ 'label': _('Issue Type'),
+ 'fieldname': 'issue_type',
+ 'fieldtype': 'Link',
+ 'options': 'Issue Type',
+ 'width': 200
+ })
+
+ elif self.filters.based_on == 'Issue Priority':
+ self.columns.append({
+ 'label': _('Issue Priority'),
+ 'fieldname': 'priority',
+ 'fieldtype': 'Link',
+ 'options': 'Issue Priority',
+ 'width': 200
+ })
+
+ self.statuses = ['Open', 'Replied', 'Resolved', 'Closed']
+ for status in self.statuses:
+ self.columns.append({
+ 'label': _(status),
+ 'fieldname': scrub(status),
+ 'fieldtype': 'Int',
+ 'width': 80
+ })
+
+ self.columns.append({
+ 'label': _('Total Issues'),
+ 'fieldname': 'total_issues',
+ 'fieldtype': 'Int',
+ 'width': 100
+ })
+
+ self.sla_status_map = {
+ 'SLA Failed': 'failed',
+ 'SLA Fulfilled': 'fulfilled',
+ 'SLA Ongoing': 'ongoing'
+ }
+
+ for label, fieldname in self.sla_status_map.items():
+ self.columns.append({
+ 'label': _(label),
+ 'fieldname': fieldname,
+ 'fieldtype': 'Int',
+ 'width': 100
+ })
+
+ self.metrics = ['Avg First Response Time', 'Avg Response Time', 'Avg Hold Time',
+ 'Avg Resolution Time', 'Avg User Resolution Time']
+
+ for metric in self.metrics:
+ self.columns.append({
+ 'label': _(metric),
+ 'fieldname': scrub(metric),
+ 'fieldtype': 'Duration',
+ 'width': 170
+ })
+
+ def get_data(self):
+ self.get_issues()
+ self.get_rows()
+
+ def get_issues(self):
+ filters = self.get_common_filters()
+ self.field_map = {
+ 'Customer': 'customer',
+ 'Issue Type': 'issue_type',
+ 'Issue Priority': 'priority',
+ 'Assigned To': '_assign'
+ }
+
+ self.entries = frappe.db.get_all('Issue',
+ fields=[self.field_map.get(self.filters.based_on), 'name', 'opening_date', 'status', 'avg_response_time',
+ 'first_response_time', 'total_hold_time', 'user_resolution_time', 'resolution_time', 'agreement_status'],
+ filters=filters
+ )
+
+ def get_common_filters(self):
+ filters = {}
+ filters['opening_date'] = ('between', [self.filters.from_date, self.filters.to_date])
+
+ if self.filters.get('assigned_to'):
+ filters['_assign'] = ('like', '%' + self.filters.get('assigned_to') + '%')
+
+ for entry in ['company', 'status', 'priority', 'customer', 'project']:
+ if self.filters.get(entry):
+ filters[entry] = self.filters.get(entry)
+
+ return filters
+
+ def get_rows(self):
+ self.data = []
+ self.get_summary_data()
+
+ for entity, data in iteritems(self.issue_summary_data):
+ if self.filters.based_on == 'Customer':
+ row = {'customer': entity}
+ elif self.filters.based_on == 'Assigned To':
+ row = {'user': entity}
+ elif self.filters.based_on == 'Issue Type':
+ row = {'issue_type': entity}
+ elif self.filters.based_on == 'Issue Priority':
+ row = {'priority': entity}
+
+ for status in self.statuses:
+ count = flt(data.get(status, 0.0))
+ row[scrub(status)] = count
+
+ row['total_issues'] = data.get('total_issues', 0.0)
+
+ for sla_status in self.sla_status_map.values():
+ value = flt(data.get(sla_status), 0.0)
+ row[sla_status] = value
+
+ for metric in self.metrics:
+ value = flt(data.get(scrub(metric)), 0.0)
+ row[scrub(metric)] = value
+
+ self.data.append(row)
+
+ def get_summary_data(self):
+ self.issue_summary_data = frappe._dict()
+
+ for d in self.entries:
+ status = d.status
+ agreement_status = scrub(d.agreement_status)
+
+ if self.filters.based_on == 'Assigned To':
+ if d._assign:
+ for entry in json.loads(d._assign):
+ self.issue_summary_data.setdefault(entry, frappe._dict()).setdefault(status, 0.0)
+ self.issue_summary_data.setdefault(entry, frappe._dict()).setdefault(agreement_status, 0.0)
+ self.issue_summary_data.setdefault(entry, frappe._dict()).setdefault('total_issues', 0.0)
+ self.issue_summary_data[entry][status] += 1
+ self.issue_summary_data[entry][agreement_status] += 1
+ self.issue_summary_data[entry]['total_issues'] += 1
+
+ else:
+ field = self.field_map.get(self.filters.based_on)
+ value = d.get(field)
+ if not value:
+ value = _('Not Specified')
+
+ self.issue_summary_data.setdefault(value, frappe._dict()).setdefault(status, 0.0)
+ self.issue_summary_data.setdefault(value, frappe._dict()).setdefault(agreement_status, 0.0)
+ self.issue_summary_data.setdefault(value, frappe._dict()).setdefault('total_issues', 0.0)
+ self.issue_summary_data[value][status] += 1
+ self.issue_summary_data[value][agreement_status] += 1
+ self.issue_summary_data[value]['total_issues'] += 1
+
+ self.get_metrics_data()
+
+ def get_metrics_data(self):
+ issues = []
+
+ metrics_list = ['avg_response_time', 'avg_first_response_time', 'avg_hold_time',
+ 'avg_resolution_time', 'avg_user_resolution_time']
+
+ for entry in self.entries:
+ issues.append(entry.name)
+
+ field = self.field_map.get(self.filters.based_on)
+
+ if issues:
+ if self.filters.based_on == 'Assigned To':
+ assignment_map = frappe._dict()
+ for d in self.entries:
+ if d._assign:
+ for entry in json.loads(d._assign):
+ for metric in metrics_list:
+ self.issue_summary_data.setdefault(entry, frappe._dict()).setdefault(metric, 0.0)
+
+ self.issue_summary_data[entry]['avg_response_time'] += d.get('avg_response_time') or 0.0
+ self.issue_summary_data[entry]['avg_first_response_time'] += d.get('first_response_time') or 0.0
+ self.issue_summary_data[entry]['avg_hold_time'] += d.get('total_hold_time') or 0.0
+ self.issue_summary_data[entry]['avg_resolution_time'] += d.get('resolution_time') or 0.0
+ self.issue_summary_data[entry]['avg_user_resolution_time'] += d.get('user_resolution_time') or 0.0
+
+ if not assignment_map.get(entry):
+ assignment_map[entry] = 0
+ assignment_map[entry] += 1
+
+ for entry in assignment_map:
+ for metric in metrics_list:
+ self.issue_summary_data[entry][metric] /= flt(assignment_map.get(entry))
+
+ else:
+ data = frappe.db.sql("""
+ SELECT
+ {0}, AVG(first_response_time) as avg_frt,
+ AVG(avg_response_time) as avg_resp_time,
+ AVG(total_hold_time) as avg_hold_time,
+ AVG(resolution_time) as avg_resolution_time,
+ AVG(user_resolution_time) as avg_user_resolution_time
+ FROM `tabIssue`
+ WHERE
+ name IN %(issues)s
+ GROUP BY {0}
+ """.format(field), {'issues': issues}, as_dict=1)
+
+ for entry in data:
+ value = entry.get(field)
+ if not value:
+ value = _('Not Specified')
+
+ for metric in metrics_list:
+ self.issue_summary_data.setdefault(value, frappe._dict()).setdefault(metric, 0.0)
+
+ self.issue_summary_data[value]['avg_response_time'] = entry.get('avg_resp_time') or 0.0
+ self.issue_summary_data[value]['avg_first_response_time'] = entry.get('avg_frt') or 0.0
+ self.issue_summary_data[value]['avg_hold_time'] = entry.get('avg_hold_time') or 0.0
+ self.issue_summary_data[value]['avg_resolution_time'] = entry.get('avg_resolution_time') or 0.0
+ self.issue_summary_data[value]['avg_user_resolution_time'] = entry.get('avg_user_resolution_time') or 0.0
+
+ def get_chart_data(self):
+ if not self.data:
+ return None
+
+ labels = []
+ open_issues = []
+ replied_issues = []
+ resolved_issues = []
+ closed_issues = []
+
+ entity = self.filters.based_on
+ entity_field = self.field_map.get(entity)
+ if entity == 'Assigned To':
+ entity_field = 'user'
+
+ for entry in self.data:
+ labels.append(entry.get(entity_field))
+ open_issues.append(entry.get('open'))
+ replied_issues.append(entry.get('replied'))
+ resolved_issues.append(entry.get('resolved'))
+ closed_issues.append(entry.get('closed'))
+
+ self.chart = {
+ 'data': {
+ 'labels': labels[:30],
+ 'datasets': [
+ {
+ 'name': 'Open',
+ 'values': open_issues[:30]
+ },
+ {
+ 'name': 'Replied',
+ 'values': replied_issues[:30]
+ },
+ {
+ 'name': 'Resolved',
+ 'values': resolved_issues[:30]
+ },
+ {
+ 'name': 'Closed',
+ 'values': closed_issues[:30]
+ }
+ ]
+ },
+ 'type': 'bar',
+ 'barOptions': {
+ 'stacked': True
+ }
+ }
+
+ def get_report_summary(self):
+ if not self.data:
+ return None
+
+ open_issues = 0
+ replied = 0
+ resolved = 0
+ closed = 0
+
+ for entry in self.data:
+ open_issues += entry.get('open')
+ replied += entry.get('replied')
+ resolved += entry.get('resolved')
+ closed += entry.get('closed')
+
+ self.report_summary = [
+ {
+ 'value': open_issues,
+ 'indicator': 'Red',
+ 'label': _('Open'),
+ 'datatype': 'Int',
+ },
+ {
+ 'value': replied,
+ 'indicator': 'Grey',
+ 'label': _('Replied'),
+ 'datatype': 'Int',
+ },
+ {
+ 'value': resolved,
+ 'indicator': 'Green',
+ 'label': _('Resolved'),
+ 'datatype': 'Int',
+ },
+ {
+ 'value': closed,
+ 'indicator': 'Green',
+ 'label': _('Closed'),
+ 'datatype': 'Int',
+ }
+ ]
+