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feat: pause SLA on statuses configuration

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This commit is contained in:
Rucha Mahabal 2020-06-05 16:35:57 +05:30
parent b29cb87868
commit 2c9f7cf371
7 changed files with 100 additions and 33 deletions
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3
erpnext/support/doctype/issue/issue.json
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@ -403,6 +403,7 @@
{
"fieldname": "on_hold_since",
"fieldtype": "Datetime",
"hidden": 1,
"label": "On Hold Since",
"read_only": 1,
"show_days": 1,
@ -420,7 +421,7 @@
"icon": "fa fa-ticket",
"idx": 7,
"links": [],
"modified": "2020-06-04 15:53:38.322514",
"modified": "2020-06-05 15:45:24.474425",
"modified_by": "Administrator",
"module": "Support",
"name": "Issue",

64
erpnext/support/doctype/issue/issue.py
View File

@ -78,40 +78,44 @@ class Issue(Document):
self.handle_hold_time(status)
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()
if not self.first_responded_on:
self.response_by = None
self.response_by_variance = None
self.resolution_by = None
self.resolution_by_variance = None
if frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
# set response and resolution variance as None as the issue is on Hold for status as Replied
pause_sla_on = frappe.db.get_all("Pause SLA On Status", fields=["status"])
hold_statuses = [entry.status for entry in pause_sla_on]
# 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
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)
if self.status in hold_statuses and status not in hold_statuses:
self.on_hold_since = frappe.flags.current_time or now_datetime()
if not self.first_responded_on:
self.response_by = None
self.response_by_variance = None
self.resolution_by = None
self.resolution_by_variance = None
# 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_time, self.on_hold_since)
# calculate hold time when status is changed from Replied to any other 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()
self.total_hold_time = hold_time + time_diff_in_seconds(now_time, 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_time))
self.response_by_variance = response_by_variance + (hold_time // 3600)
# re-calculate SLA variables after issue changes from Replied to Open
# add hold time to SLA variables
if self.status == "Open" and status in hold_statuses:
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_time, self.on_hold_since)
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_time))
self.resolution_by_variance = resolution_by_variance + (hold_time // 3600)
self.on_hold_since = None
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_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_time))
self.resolution_by_variance = resolution_by_variance + (hold_time // 3600)
self.on_hold_since = None
def update_agreement_status(self):
if self.service_level_agreement and self.agreement_fulfilled == "Ongoing":

0
erpnext/support/doctype/pause_sla_on_status/__init__.py Normal file
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33
erpnext/support/doctype/pause_sla_on_status/pause_sla_on_status.json Normal file
View File

@ -0,0 +1,33 @@
{
"actions": [],
"creation": "2020-06-05 13:59:43.265588",
"doctype": "DocType",
"editable_grid": 1,
"engine": "InnoDB",
"field_order": [
"status"
],
"fields": [
{
"fieldname": "status",
"fieldtype": "Select",
"in_list_view": 1,
"label": "Status",
"reqd": 1,
"show_days": 1,
"show_seconds": 1
}
],
"istable": 1,
"links": [],
"modified": "2020-06-05 15:15:29.986608",
"modified_by": "Administrator",
"module": "Support",
"name": "Pause SLA On Status",
"owner": "Administrator",
"permissions": [],
"quick_entry": 1,
"sort_field": "modified",
"sort_order": "DESC",
"track_changes": 1
}

10
erpnext/support/doctype/pause_sla_on_status/pause_sla_on_status.py Normal file
View File

@ -0,0 +1,10 @@
# -*- coding: utf-8 -*-
# Copyright (c) 2020, Frappe Technologies Pvt. Ltd. and contributors
# For license information, please see license.txt
from __future__ import unicode_literals
# import frappe
from frappe.model.document import Document
class PauseSLAOnStatus(Document):
pass

10
erpnext/support/doctype/support_settings/support_settings.js
View File

@ -2,7 +2,15 @@
// For license information, please see license.txt
frappe.ui.form.on('Support Settings', {
refresh: function(frm) {
setup: function(frm) {
let allow_statuses = [];
const exclude_statuses = ['Open', 'Closed', 'Resolved'];
frappe.model.with_doctype('Issue', () => {
let statuses = frappe.meta.get_docfield('Issue', 'status', frm.doc.name).options;
statuses = statuses.split('\n');
allow_statuses = statuses.filter((status) => !exclude_statuses.includes(status));
frappe.meta.get_docfield('Pause SLA On Status', 'status', frm.doc.name).options = [''].concat(allow_statuses);
});
}
});

13
erpnext/support/doctype/support_settings/support_settings.json
View File

@ -10,6 +10,7 @@
"allow_resetting_service_level_agreement",
"issues_sb",
"close_issue_after_days",
"pause_sla_on_status",
"portal_sb",
"get_started_sections",
"show_latest_forum_posts",
@ -123,14 +124,24 @@
},
{
"default": "0",
"depends_on": "eval:doc.track_service_level_agreement;",
"fieldname": "allow_resetting_service_level_agreement",
"fieldtype": "Check",
"label": "Allow Resetting Service Level Agreement"
},
{
"depends_on": "eval:doc.track_service_level_agreement;",
"fieldname": "pause_sla_on_status",
"fieldtype": "Table",
"label": "Pause SLA On",
"options": "Pause SLA On Status",
"show_days": 1,
"show_seconds": 1
}
],
"issingle": 1,
"links": [],
"modified": "2020-04-28 14:11:15.117019",
"modified": "2020-06-05 16:35:13.905096",
"modified_by": "Administrator",
"module": "Support",
"name": "Support Settings",