Condition Examples:
\ndoc.status==\"Open\"" + "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 5f8f83d89ba..50f31fde2d6 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.core.utils import get_parent_doc 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 @@ from frappe.utils import ( 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 @@ def get_active_service_level_agreement_for(doc): 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 @@ def get_context(doc): 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 @@ def get_service_level_agreement_filters(doctype, name, customer=None): 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 set_documents_with_active_service_level_agreement(): 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 @@ def get_support_days(service_level): 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 @@ def set_user_resolution_time(doc, meta): 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 @@ def change_service_level_agreement_and_priority(self): 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 @@ def reset_service_level_agreement(doc, reason, user): }).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 [ { @@ -714,17 +730,11 @@ def get_service_level_agreement_fields(): "label": "Response By", "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 @@ def get_service_level_agreement_fields(): "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 }, { @@ -759,13 +769,6 @@ def get_service_level_agreement_fields(): "label": "Resolution By", "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", @@ -786,43 +789,28 @@ def get_service_level_agreement_fields(): 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 @@ def get_time_in_timedelta(time): 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 cfbe7446c0b..b07c862c7b0 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 @@ class TestServiceLevelAgreement(unittest.TestCase): 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 @@ def get_service_level_agreement(default_service_level_agreement=None, entity_typ 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 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list "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 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list "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 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list 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 @@ def create_service_level_agreements_for_issues(): 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 39a5c407cd4..67fe345d5fe 100644 --- a/erpnext/support/report/issue_summary/issue_summary.py +++ b/erpnext/support/report/issue_summary/issue_summary.py @@ -82,7 +82,8 @@ class IssueSummary(object): 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():
doc.due_date==nowdate()
doc.total > 40000\n