fix: merge conflict

erpnext/support/doctype/issue/issue.json

@@ -166,7 +166,7 @@
    "options": "Service Level Agreement"
   },
   {
-   "depends_on": "eval: doc.status != 'Replied';",
+   "depends_on": "eval: doc.status != 'Replied' && doc.service_level_agreement;",
    "fieldname": "response_by",
    "fieldtype": "Datetime",
    "label": "Response By",
@@ -180,7 +180,7 @@
    "read_only": 1
   },
   {
-   "depends_on": "eval: doc.status != 'Replied';",
+   "depends_on": "eval: doc.status != 'Replied' && doc.service_level_agreement;",
    "fieldname": "resolution_by",
    "fieldtype": "Datetime",
    "label": "Resolution By",
@@ -410,7 +410,7 @@
  "icon": "fa fa-ticket",
  "idx": 7,
  "links": [],
- "modified": "2021-05-26 10:49:07.574769",
+ "modified": "2021-06-10 03:22:27.098898",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Issue",

erpnext/support/doctype/issue/issue.py

@@ -26,6 +26,9 @@ class Issue(Document):
 
 		self.set_lead_contact(self.raised_by)
 
+		if not self.service_level_agreement:
+			self.reset_sla_fields()
+
 	def on_update(self):
 		# Add a communication in the issue timeline
 		if self.flags.create_communication and self.via_customer_portal:
@@ -51,6 +54,106 @@ class Issue(Document):
 				self.company = frappe.db.get_value("Lead", self.lead, "company") or \
 					frappe.db.get_default("Company")
 
+	def reset_sla_fields(self):
+		self.agreement_status = ""
+		self.response_by = ""
+		self.resolution_by = ""
+		self.response_by_variance = 0
+		self.resolution_by_variance = 0
+
+	def update_status(self):
+		status = frappe.db.get_value("Issue", self.name, "status")
+		if self.status != "Open" and status == "Open" and not self.first_responded_on:
+			self.first_responded_on = frappe.flags.current_time or now_datetime()
+
+		if self.status in ["Closed", "Resolved"] and status not in ["Resolved", "Closed"]:
+			self.resolution_date = frappe.flags.current_time or now_datetime()
+			if frappe.db.get_value("Issue", self.name, "agreement_status") == "Ongoing":
+				set_service_level_agreement_variance(issue=self.name)
+				self.update_agreement_status()
+			set_resolution_time(issue=self)
+			set_user_resolution_time(issue=self)
+
+		if self.status == "Open" and status != "Open":
+			# if no date, it should be set as None and not a blank string "", as per mysql strict config
+			self.resolution_date = None
+			self.reset_issue_metrics()
+			# enable SLA and variance on Reopen
+			self.agreement_status = "Ongoing"
+			set_service_level_agreement_variance(issue=self.name)
+
+		self.handle_hold_time(status)
+
+	def handle_hold_time(self, status):
+		if self.service_level_agreement:
+			# set response and resolution variance as None as the issue is on Hold
+			pause_sla_on = frappe.db.get_all("Pause SLA On Status", fields=["status"],
+				filters={"parent": self.service_level_agreement})
+			hold_statuses = [entry.status for entry in pause_sla_on]
+			update_values = {}
+
+			if hold_statuses:
+				if self.status in hold_statuses and status not in hold_statuses:
+					update_values['on_hold_since'] = frappe.flags.current_time or now_datetime()
+					if not self.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
+
+				# calculate hold time when status is changed from any hold status to any non-hold status
+				if self.status not in hold_statuses and status in hold_statuses:
+					hold_time = self.total_hold_time if self.total_hold_time else 0
+					now_time = frappe.flags.current_time or now_datetime()
+					last_hold_time = 0
+					if self.on_hold_since:
+						# last_hold_time will be added to the sla variables
+						last_hold_time = time_diff_in_seconds(now_time, self.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
+					# add hold time to SLA variables
+					start_date_time = get_datetime(self.service_level_agreement_creation)
+					priority = get_priority(self)
+					now_time = frappe.flags.current_time or now_datetime()
+
+					if not self.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
+
+					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
+
+				self.db_set(update_values)
+
+	def update_agreement_status(self):
+		if self.service_level_agreement and self.agreement_status == "Ongoing":
+			if cint(frappe.db.get_value("Issue", self.name, "response_by_variance")) < 0 or \
+				cint(frappe.db.get_value("Issue", self.name, "resolution_by_variance")) < 0:
+
+				self.agreement_status = "Failed"
+			else:
+				self.agreement_status = "Fulfilled"
+
+	def update_agreement_status_on_custom_status(self):
+		"""
+			Update Agreement Fulfilled status using Custom Scripts for Custom Issue Status
+		"""
+		if not self.first_responded_on: # first_responded_on set when first reply is sent to customer
+			self.response_by_variance = round(time_diff_in_seconds(self.response_by, now_datetime()), 2)
+
+		if not self.resolution_date: # resolution_date set when issue has been closed
+			self.resolution_by_variance = round(time_diff_in_seconds(self.resolution_by, now_datetime()), 2)
+
+		self.agreement_status = "Fulfilled" if self.response_by_variance > 0 and self.resolution_by_variance > 0 else "Failed"
+
 	def create_communication(self):
 		communication = frappe.new_doc("Communication")
 		communication.update({
@@ -215,4 +318,4 @@ def make_issue_from_communication(communication, ignore_communication_links=Fals
 def get_holidays(holiday_list_name):
 	holiday_list = frappe.get_cached_doc("Holiday List", holiday_list_name)
 	holidays = [holiday.holiday_date for holiday in holiday_list.holidays]
-	return holidays
+	return holidays