feat: pause SLA on statuses configuration

erpnext/support/doctype/issue/issue.json

@@ -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",

erpnext/support/doctype/issue/issue.py

@@ -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 frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
-		if self.status == "Replied" and status != "Replied":
+			# set response and resolution variance as None as the issue is on Hold for status as Replied
-			self.on_hold_since = frappe.flags.current_time or now_datetime()
+			pause_sla_on = frappe.db.get_all("Pause SLA On Status", fields=["status"])
-			if not self.first_responded_on:
+			hold_statuses = [entry.status for entry in pause_sla_on]
-				self.response_by = None
-				self.response_by_variance = None
-			self.resolution_by = None
-			self.resolution_by_variance = None
 
-		# calculate hold time when status is changed from Replied to any other status
+			if self.status in hold_statuses and status not in hold_statuses:
-		if self.status != "Replied" and status == "Replied":
+				self.on_hold_since = frappe.flags.current_time or now_datetime()
-			hold_time = self.total_hold_time if self.total_hold_time else 0
+				if not self.first_responded_on:
-			now_time = frappe.flags.current_time or now_datetime()
+					self.response_by = None
-			self.total_hold_time = hold_time + time_diff_in_seconds(now_time, self.on_hold_since)
+					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
+			# calculate hold time when status is changed from Replied to any other status
-		# add hold time to SLA variables
+			if self.status not in hold_statuses and status in hold_statuses:
-		if self.status == "Open" and status == "Replied":
+				hold_time = self.total_hold_time if self.total_hold_time else 0
-			start_date_time = get_datetime(self.service_level_agreement_creation)
+				now_time = frappe.flags.current_time or now_datetime()
-			priority = get_priority(self)
+				self.total_hold_time = hold_time + time_diff_in_seconds(now_time, self.on_hold_since)
-			now_time = frappe.flags.current_time or now_datetime()
-			hold_time = time_diff_in_seconds(now_time, self.on_hold_since)
 
-			if not self.first_responded_on:
+			# re-calculate SLA variables after issue changes from Replied to Open
-				response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
+			# add hold time to SLA variables
-				self.response_by = add_to_date(response_by, seconds=round(hold_time))
+			if self.status == "Open" and status in hold_statuses:
-				response_by_variance = round(time_diff_in_hours(self.response_by, now_time))
+				start_date_time = get_datetime(self.service_level_agreement_creation)
-				self.response_by_variance = response_by_variance + (hold_time // 3600)
+				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)
+				if not self.first_responded_on:
-			self.resolution_by = add_to_date(resolution_by, seconds=round(hold_time))
+					response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
-			resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_time))
+					self.response_by = add_to_date(response_by, seconds=round(hold_time))
-			self.resolution_by_variance = resolution_by_variance + (hold_time // 3600)
+					response_by_variance = round(time_diff_in_hours(self.response_by, now_time))
-			self.on_hold_since = None
+					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":

erpnext/support/doctype/pause_sla_on_status/pause_sla_on_status.json

@@ -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
+}

erpnext/support/doctype/pause_sla_on_status/pause_sla_on_status.py

@@ -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

erpnext/support/doctype/support_settings/support_settings.js

@@ -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);
+		});
 	}
 });

erpnext/support/doctype/support_settings/support_settings.json

@@ -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",