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>

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",

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"
+		}
+	]
+};

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"
+  }
+ ]
+}

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',
+			}
+		]
+