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feat: implement hold time on Replied status for SLA

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This commit is contained in:
Rucha Mahabal 2020-05-25 21:37:58 +05:30
parent 8993d38daf
commit 372aa44b19
3 changed files with 72 additions and 3 deletions
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14
erpnext/support/doctype/issue/issue.js
View File

@ -41,7 +41,19 @@ frappe.ui.form.on("Issue", {
if (frm.doc.status !== "Closed" && frm.doc.agreement_fulfilled === "Ongoing") {
if (frm.doc.service_level_agreement) {
set_time_to_resolve_and_response(frm);
if (frm.doc.status == "Replied") {
frm.dashboard.clear_headline();
let message = {"indicator": "orange", "msg": __("Replied {0}", [moment(frm.doc.on_hold_since).fromNow()])};
frm.dashboard.set_headline_alert(
'<div class="row">' +
'<div class="col-xs-12">' +
'<span class="indicator whitespace-nowrap '+ message.indicator +'"><span class="hidden-xs">'+ message.msg +'</span></span> ' +
'</div>' +
'</div>'
);
} else {
set_time_to_resolve_and_response(frm);
}
}
frm.add_custom_button(__("Close"), function () {

20
erpnext/support/doctype/issue/issue.json
View File

@ -31,6 +31,8 @@
"resolution_by",
"resolution_by_variance",
"service_level_agreement_creation",
"on_hold_since",
"total_hold_time",
"response",
"mins_to_first_response",
"first_responded_on",
@ -395,12 +397,28 @@
"read_only": 1,
"show_days": 1,
"show_seconds": 1
},
{
"fieldname": "on_hold_since",
"fieldtype": "Datetime",
"label": "On Hold Since",
"read_only": 1,
"show_days": 1,
"show_seconds": 1
},
{
"fieldname": "total_hold_time",
"fieldtype": "Duration",
"label": "Total Hold Time",
"read_only": 1,
"show_days": 1,
"show_seconds": 1
}
],
"icon": "fa fa-ticket",
"idx": 7,
"links": [],
"modified": "2020-05-06 12:28:58.093654",
"modified": "2020-05-14 23:59:01.172007",
"modified_by": "Administrator",
"module": "Support",
"name": "Issue",

41
erpnext/support/doctype/issue/issue.py
View File

@ -72,7 +72,36 @@ class Issue(Document):
# 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()
self.agreement_fulfilled = "Ongoing"
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 self.status != "Replied" and status == "Replied":
hold_time = self.total_hold_time if self.total_hold_time else 0
self.total_hold_time = hold_time + time_diff_in_seconds(now_datetime(), self.on_hold_since)
if self.status == "Open" and status == "Replied":
start_date_time = get_datetime(self.service_level_agreement_creation)
priority = get_priority(self)
hold_time = time_diff_in_seconds(now_datetime(), 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_datetime()))
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_datetime()))
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":
@ -233,6 +262,16 @@ class Issue(Document):
self.db_set('avg_response_time', None)
def get_priority(issue):
service_level_agreement = frappe.get_doc("Service Level Agreement", issue.service_level_agreement)
priority = service_level_agreement.get_service_level_agreement_priority(issue.priority)
priority.update({
"support_and_resolution": service_level_agreement.support_and_resolution,
"holiday_list": service_level_agreement.holiday_list
})
return priority
def get_expected_time_for(parameter, service_level, start_date_time):
current_date_time = start_date_time
expected_time = current_date_time