refactor: Issue form cleaned up and renamed Minutes to First Response field (#23066)

* refactor: re-order fields in Issue DocType

* refactor: rename Mins to First Response to First Response Time

* refactor: First Response Time Reports for Issue and Opportunity

* fix: added patch for renamed fields and setting durations

* chore: update CRM and Support Desk Pages for Response Time reports

* fix: first response time for opportunity report

* fix: patch

Co-authored-by: Suraj Shetty <13928957+surajshetty3416@users.noreply.github.com>

erpnext/crm/desk_page/crm/crm.json

@@ -8,7 +8,7 @@
   {
    "hidden": 0,
    "label": "Reports",
-   "links": "[\n    {\n        \"dependencies\": [\n            \"Lead\"\n        ],\n        \"doctype\": \"Lead\",\n        \"is_query_report\": true,\n        \"label\": \"Lead Details\",\n        \"name\": \"Lead Details\",\n        \"onboard\": 1,\n        \"type\": \"report\"\n    },\n    {\n        \"icon\": \"fa fa-bar-chart\",\n        \"label\": \"Sales Funnel\",\n        \"name\": \"sales-funnel\",\n        \"onboard\": 1,\n        \"type\": \"page\"\n    },\n    {\n        \"dependencies\": [\n            \"Lead\"\n        ],\n        \"doctype\": \"Lead\",\n        \"is_query_report\": true,\n        \"label\": \"Prospects Engaged But Not Converted\",\n        \"name\": \"Prospects Engaged But Not Converted\",\n        \"onboard\": 1,\n        \"type\": \"report\"\n    },\n    {\n        \"dependencies\": [\n            \"Opportunity\"\n        ],\n        \"doctype\": \"Opportunity\",\n        \"is_query_report\": true,\n        \"label\": \"Minutes to First Response for Opportunity\",\n        \"name\": \"Minutes to First Response for Opportunity\",\n        \"type\": \"report\"\n    },\n    {\n        \"dependencies\": [\n            \"Sales Order\"\n        ],\n        \"doctype\": \"Sales Order\",\n        \"is_query_report\": true,\n        \"label\": \"Inactive Customers\",\n        \"name\": \"Inactive Customers\",\n        \"type\": \"report\"\n    },\n    {\n        \"dependencies\": [\n            \"Lead\"\n        ],\n        \"doctype\": \"Lead\",\n        \"is_query_report\": true,\n        \"label\": \"Campaign Efficiency\",\n        \"name\": \"Campaign Efficiency\",\n        \"type\": \"report\"\n    },\n    {\n        \"dependencies\": [\n            \"Lead\"\n        ],\n        \"doctype\": \"Lead\",\n        \"is_query_report\": true,\n        \"label\": \"Lead Owner Efficiency\",\n        \"name\": \"Lead Owner Efficiency\",\n        \"type\": \"report\"\n    }\n]"
+   "links": "[\n    {\n        \"dependencies\": [\n            \"Lead\"\n        ],\n        \"doctype\": \"Lead\",\n        \"is_query_report\": true,\n        \"label\": \"Lead Details\",\n        \"name\": \"Lead Details\",\n        \"onboard\": 1,\n        \"type\": \"report\"\n    },\n    {\n        \"icon\": \"fa fa-bar-chart\",\n        \"label\": \"Sales Funnel\",\n        \"name\": \"sales-funnel\",\n        \"onboard\": 1,\n        \"type\": \"page\"\n    },\n    {\n        \"dependencies\": [\n            \"Lead\"\n        ],\n        \"doctype\": \"Lead\",\n        \"is_query_report\": true,\n        \"label\": \"Prospects Engaged But Not Converted\",\n        \"name\": \"Prospects Engaged But Not Converted\",\n        \"onboard\": 1,\n        \"type\": \"report\"\n    },\n    {\n        \"dependencies\": [\n            \"Opportunity\"\n        ],\n        \"doctype\": \"Opportunity\",\n        \"is_query_report\": true,\n        \"label\": \"First Response Time for Opportunity\",\n        \"name\": \"First Response Time for Opportunity\",\n        \"type\": \"report\"\n    },\n    {\n        \"dependencies\": [\n            \"Sales Order\"\n        ],\n        \"doctype\": \"Sales Order\",\n        \"is_query_report\": true,\n        \"label\": \"Inactive Customers\",\n        \"name\": \"Inactive Customers\",\n        \"type\": \"report\"\n    },\n    {\n        \"dependencies\": [\n            \"Lead\"\n        ],\n        \"doctype\": \"Lead\",\n        \"is_query_report\": true,\n        \"label\": \"Campaign Efficiency\",\n        \"name\": \"Campaign Efficiency\",\n        \"type\": \"report\"\n    },\n    {\n        \"dependencies\": [\n            \"Lead\"\n        ],\n        \"doctype\": \"Lead\",\n        \"is_query_report\": true,\n        \"label\": \"Lead Owner Efficiency\",\n        \"name\": \"Lead Owner Efficiency\",\n        \"type\": \"report\"\n    }\n]"
   },
   {
    "hidden": 0,
@@ -42,7 +42,7 @@
  "idx": 0,
  "is_standard": 1,
  "label": "CRM",
- "modified": "2020-05-28 13:33:52.906750",
+ "modified": "2020-08-11 18:55:18.238900",
  "modified_by": "Administrator",
  "module": "CRM",
  "name": "CRM",

erpnext/crm/doctype/opportunity/opportunity.json

@@ -24,7 +24,7 @@
   "converted_by",
   "sales_stage",
   "order_lost_reason",
-  "mins_to_first_response",
+  "first_response_time",
   "expected_closing",
   "next_contact",
   "contact_by",
@@ -152,13 +152,6 @@
    "no_copy": 1,
    "read_only": 1
   },
-  {
-   "bold": 1,
-   "fieldname": "mins_to_first_response",
-   "fieldtype": "Float",
-   "label": "Mins to first response",
-   "read_only": 1
-  },
   {
    "fieldname": "expected_closing",
    "fieldtype": "Date",
@@ -419,12 +412,19 @@
    "fieldtype": "Link",
    "label": "Converted By",
    "options": "User"
+  },
+  {
+   "bold": 1,
+   "fieldname": "first_response_time",
+   "fieldtype": "Duration",
+   "label": "First Response Time",
+   "read_only": 1
   }
  ],
  "icon": "fa fa-info-sign",
  "idx": 195,
  "links": [],
- "modified": "2020-08-11 17:34:35.066961",
+ "modified": "2020-08-12 17:34:35.066961",
  "modified_by": "Administrator",
  "module": "CRM",
  "name": "Opportunity",

erpnext/crm/report/first_response_time_for_opportunity/first_response_time_for_opportunity.js

@@ -1,33 +1,44 @@
 // Copyright (c) 2016, Frappe Technologies Pvt. Ltd. and contributors
 // For license information, please see license.txt
+/* eslint-disable */
 
-frappe.query_reports["Minutes to First Response for Opportunity"] = {
+frappe.query_reports["First Response Time for Opportunity"] = {
 	"filters": [
 		{
 			"fieldname": "from_date",
 			"label": __("From Date"),
 			"fieldtype": "Date",
-			'reqd': 1,
+			"reqd": 1,
 			"default": frappe.datetime.add_days(frappe.datetime.nowdate(), -30)
 		},
 		{
 			"fieldname": "to_date",
 			"label": __("To Date"),
 			"fieldtype": "Date",
-			'reqd': 1,
+			"reqd": 1,
 			"default": frappe.datetime.nowdate()
 		},
 	],
-	get_chart_data: function (columns, result) {
+	get_chart_data: function (_columns, result) {
 		return {
 			data: {
 				labels: result.map(d => d[0]),
 				datasets: [{
-					name: 'Mins to first response',
+					name: "First Response Time",
 					values: result.map(d => d[1])
 				}]
 			},
-			type: 'line',
+			type: "line",
+			tooltipOptions: {
+				formatTooltipY: d => {
+					let duration_options = {
+						hide_days: 0,
+						hide_seconds: 0
+					};
+					value = frappe.utils.get_formatted_duration(d, duration_options);
+					return value;
+				}
+			}
 		}
 	}
-}
+};

erpnext/crm/report/first_response_time_for_opportunity/first_response_time_for_opportunity.json

@@ -0,0 +1,28 @@
+{
+ "add_total_row": 0,
+ "creation": "2020-08-10 18:34:19.083872",
+ "disable_prepared_report": 0,
+ "disabled": 0,
+ "docstatus": 0,
+ "doctype": "Report",
+ "idx": 0,
+ "is_standard": "Yes",
+ "letter_head": "Test 2",
+ "modified": "2020-08-10 18:34:19.083872",
+ "modified_by": "Administrator",
+ "module": "CRM",
+ "name": "First Response Time for Opportunity",
+ "owner": "Administrator",
+ "prepared_report": 0,
+ "ref_doctype": "Opportunity",
+ "report_name": "First Response Time for Opportunity",
+ "report_type": "Script Report",
+ "roles": [
+  {
+   "role": "Sales User"
+  },
+  {
+   "role": "Sales Manager"
+  }
+ ]
+}

erpnext/crm/report/first_response_time_for_opportunity/first_response_time_for_opportunity.py

@@ -0,0 +1,35 @@
+# Copyright (c) 2013, Frappe Technologies Pvt. Ltd. and contributors
+# For license information, please see license.txt
+
+from __future__ import unicode_literals
+import frappe
+
+def execute(filters=None):
+	columns = [
+		{
+			'fieldname': 'creation_date',
+			'label': 'Date',
+			'fieldtype': 'Date',
+			'width': 300
+		},
+		{
+			'fieldname': 'first_response_time',
+			'fieldtype': 'Duration',
+			'label': 'First Response Time',
+			'width': 300
+		},
+	]
+
+	data = frappe.db.sql('''
+		SELECT
+			date(creation) as creation_date,
+			avg(first_response_time) as avg_response_time
+		FROM tabOpportunity
+		WHERE
+			date(creation) between %s and %s
+			and first_response_time > 0
+		GROUP BY creation_date
+		ORDER BY creation_date desc
+	''', (filters.from_date, filters.to_date))
+
+	return columns, data

erpnext/crm/report/minutes_to_first_response_for_opportunity/minutes_to_first_response_for_opportunity.json

@@ -1,26 +0,0 @@
-{
- "add_total_row": 0, 
- "apply_user_permissions": 0, 
- "creation": "2016-06-17 11:28:25.867258", 
- "disabled": 0, 
- "docstatus": 0, 
- "doctype": "Report", 
- "idx": 2, 
- "is_standard": "Yes", 
- "modified": "2017-02-24 20:06:08.801109", 
- "modified_by": "Administrator", 
- "module": "CRM", 
- "name": "Minutes to First Response for Opportunity", 
- "owner": "Administrator", 
- "ref_doctype": "Opportunity", 
- "report_name": "Minutes to First Response for Opportunity", 
- "report_type": "Script Report", 
- "roles": [
-  {
-   "role": "Sales User"
-  }, 
-  {
-   "role": "Sales Manager"
-  }
- ]
-}

erpnext/crm/report/minutes_to_first_response_for_opportunity/minutes_to_first_response_for_opportunity.py

@@ -1,28 +0,0 @@
-# Copyright (c) 2013, Frappe Technologies Pvt. Ltd. and contributors
-# For license information, please see license.txt
-
-from __future__ import unicode_literals
-import frappe
-
-def execute(filters=None):
-	columns = [
-		{
-			'fieldname': 'creation_date',
-			'label': 'Date',
-			'fieldtype': 'Date'
-		},
-		{
-			'fieldname': 'mins',
-			'fieldtype': 'Float',
-			'label': 'Mins to First Response'
-		},
-	]
-
-	data = frappe.db.sql('''select date(creation) as creation_date,
-		avg(mins_to_first_response) as mins
-		from tabOpportunity
-			where date(creation) between %s and %s
-			and mins_to_first_response > 0
-		group by creation_date order by creation_date desc''', (filters.from_date, filters.to_date))
-
-	return columns, data

erpnext/patches.txt

@@ -726,5 +726,6 @@ erpnext.patches.v12_0.rename_lost_reason_detail
 erpnext.patches.v13_0.drop_razorpay_payload_column
 erpnext.patches.v13_0.update_start_end_date_for_old_shift_assignment
 erpnext.patches.v13_0.setting_custom_roles_for_some_regional_reports
+erpnext.patches.v13_0.rename_issue_doctype_fields
 erpnext.patches.v13_0.change_default_pos_print_format
 erpnext.patches.v13_0.set_youtube_video_id

erpnext/patches/v13_0/rename_issue_doctype_fields.py

@@ -0,0 +1,65 @@
+# Copyright (c) 2020, Frappe and Contributors
+# License: GNU General Public License v3. See license.txt
+
+from __future__ import unicode_literals
+import frappe
+from frappe.model.utils.rename_field import rename_field
+
+def execute():
+	if frappe.db.exists('DocType', 'Issue'):
+		issues = frappe.db.get_all('Issue', fields=['name', 'response_by_variance', 'resolution_by_variance', 'mins_to_first_response'],
+			 order_by='creation desc')
+		frappe.reload_doc('support', 'doctype', 'issue')
+
+		# rename fields
+		rename_map = {
+			'agreement_fulfilled': 'agreement_status',
+			'mins_to_first_response': 'first_response_time'
+		}
+		for old, new in rename_map.items():
+			rename_field('Issue', old, new)
+
+		# change fieldtype to duration
+		count = 0
+		for entry in issues:
+			response_by_variance = convert_to_seconds(entry.response_by_variance, 'Hours')
+			resolution_by_variance = convert_to_seconds(entry.resolution_by_variance, 'Hours')
+			mins_to_first_response = convert_to_seconds(entry.mins_to_first_response, 'Minutes')
+			frappe.db.set_value('Issue', entry.name, {
+				'response_by_variance': response_by_variance,
+				'resolution_by_variance': resolution_by_variance,
+				'first_response_time': mins_to_first_response
+			})
+			# commit after every 100 updates
+			count += 1
+			if count%100 == 0:
+				frappe.db.commit()
+
+	if frappe.db.exists('DocType', 'Opportunity'):
+		opportunities = frappe.db.get_all('Opportunity', fields=['name', 'mins_to_first_response'], order_by='creation desc')
+		frappe.reload_doc('crm', 'doctype', 'opportunity')
+		rename_field('Opportunity', 'mins_to_first_response', 'first_response_time')
+
+		# change fieldtype to duration
+		count = 0
+		for entry in opportunities:
+			mins_to_first_response = convert_to_seconds(entry.mins_to_first_response, 'Minutes')
+			frappe.db.set_value('Opportunity', entry.name, 'first_response_time', mins_to_first_response)
+			# commit after every 100 updates
+			count += 1
+			if count%100 == 0:
+				frappe.db.commit()
+
+	# renamed reports from "Minutes to First Response for Issues" to "First Response Time for Issues". Same for Opportunity
+	for report in ['Minutes to First Response for Issues', 'Minutes to First Response for Opportunity']:
+		if frappe.db.exists('Report', report):
+			frappe.delete_doc('Report', report)
+
+
+def convert_to_seconds(value, unit):
+	seconds = 0
+	if unit == 'Hours':
+		seconds = value * 3600
+	if unit == 'Minutes':
+		seconds = value * 60
+	return seconds

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\": \"Minutes to First Response for Issues\",\n        \"name\": \"Minutes to First Response 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]"
   }
  ],
  "category": "Modules",
@@ -43,7 +43,7 @@
  "idx": 0,
  "is_standard": 1,
  "label": "Support",
- "modified": "2020-06-04 11:54:56.124219",
+ "modified": "2020-08-11 15:49:34.307341",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Support",

erpnext/support/doctype/issue/issue.js

@@ -2,10 +2,14 @@ frappe.ui.form.on("Issue", {
 	onload: function(frm) {
 		frm.email_field = "raised_by";
 
-		frappe.db.get_value("Support Settings", {name: "Support Settings"}, "allow_resetting_service_level_agreement", (r) => {
+		frappe.db.get_value("Support Settings", {name: "Support Settings"},
-			if (!r.allow_resetting_service_level_agreement) {
+			["allow_resetting_service_level_agreement", "track_service_level_agreement"], (r) => {
-				frm.set_df_property("reset_service_level_agreement", "hidden", 1) ;
+				if (r && r.track_service_level_agreement == "0") {
-			}
+					frm.set_df_property("service_level_section", "hidden", 1);
+				}
+				if (r && r.allow_resetting_service_level_agreement == "0") {
+					frm.set_df_property("reset_service_level_agreement", "hidden", 1);
+				}
 		});
 
 		if (frm.doc.service_level_agreement) {
@@ -38,7 +42,7 @@ frappe.ui.form.on("Issue", {
 	},
 
 	refresh: function (frm) {
-		if (frm.doc.status !== "Closed" && frm.doc.agreement_fulfilled === "Ongoing") {
+		if (frm.doc.status !== "Closed" && frm.doc.agreement_status === "Ongoing") {
 			if (frm.doc.service_level_agreement) {
 				frappe.call({
 					'method': 'frappe.client.get',
@@ -85,14 +89,14 @@ frappe.ui.form.on("Issue", {
 			if (frm.doc.service_level_agreement) {
 				frm.dashboard.clear_headline();
 
-				let agreement_fulfilled = (frm.doc.agreement_fulfilled == "Fulfilled") ?
+				let agreement_status = (frm.doc.agreement_status == "Fulfilled") ?
 					{"indicator": "green", "msg": "Service Level Agreement has been fulfilled"} :
 					{"indicator": "red", "msg": "Service Level Agreement Failed"};
 
 				frm.dashboard.set_headline_alert(
 					'<div class="row">' +
 						'<div class="col-xs-12">' +
-							'<span class="indicator whitespace-nowrap '+ agreement_fulfilled.indicator +'"><span class="hidden-xs">'+ agreement_fulfilled.msg +'</span></span> ' +
+							'<span class="indicator whitespace-nowrap '+ agreement_status.indicator +'"><span class="hidden-xs">'+ agreement_status.msg +'</span></span> ' +
 						'</div>' +
 					'</div>'
 				);
@@ -198,13 +202,13 @@ function set_time_to_resolve_and_response(frm) {
 	frm.dashboard.clear_headline();
 
 	var time_to_respond = get_status(frm.doc.response_by_variance);
-	if (!frm.doc.first_responded_on && frm.doc.agreement_fulfilled === "Ongoing") {
+	if (!frm.doc.first_responded_on && frm.doc.agreement_status === "Ongoing") {
-		time_to_respond = get_time_left(frm.doc.response_by, frm.doc.agreement_fulfilled);
+		time_to_respond = get_time_left(frm.doc.response_by, frm.doc.agreement_status);
 	}
 
 	var time_to_resolve = get_status(frm.doc.resolution_by_variance);
-	if (!frm.doc.resolution_date && frm.doc.agreement_fulfilled === "Ongoing") {
+	if (!frm.doc.resolution_date && frm.doc.agreement_status === "Ongoing") {
-		time_to_resolve = get_time_left(frm.doc.resolution_by, frm.doc.agreement_fulfilled);
+		time_to_resolve = get_time_left(frm.doc.resolution_by, frm.doc.agreement_status);
 	}
 
 	frm.dashboard.set_headline_alert(
@@ -219,10 +223,10 @@ function set_time_to_resolve_and_response(frm) {
 	);
 }
 
-function get_time_left(timestamp, agreement_fulfilled) {
+function get_time_left(timestamp, agreement_status) {
 	const diff = moment(timestamp).diff(moment());
 	const diff_display = diff >= 44500 ? moment.duration(diff).humanize() : "Failed";
-	let indicator = (diff_display == 'Failed' && agreement_fulfilled != "Fulfilled") ? "red" : "green";
+	let indicator = (diff_display == 'Failed' && agreement_status != "Fulfilled") ? "red" : "green";
 	return {"diff_display": diff_display, "indicator": indicator};
 }
 

erpnext/support/doctype/issue/issue.json

@@ -27,17 +27,25 @@
   "response_by_variance",
   "reset_service_level_agreement",
   "cb",
-  "agreement_fulfilled",
+  "agreement_status",
   "resolution_by",
   "resolution_by_variance",
   "service_level_agreement_creation",
   "on_hold_since",
   "total_hold_time",
   "response",
-  "mins_to_first_response",
+  "first_response_time",
   "first_responded_on",
   "column_break_26",
   "avg_response_time",
+  "section_break_19",
+  "resolution_details",
+  "column_break1",
+  "opening_date",
+  "opening_time",
+  "resolution_date",
+  "resolution_time",
+  "user_resolution_time",
   "additional_info",
   "lead",
   "contact",
@@ -46,23 +54,14 @@
   "customer_name",
   "project",
   "company",
-  "section_break_19",
-  "resolution_details",
-  "column_break1",
-  "opening_date",
-  "opening_time",
-  "resolution_date",
-  "content_type",
-  "attachment",
   "via_customer_portal",
-  "resolution_time",
+  "attachment",
-  "user_resolution_time"
+  "content_type"
  ],
  "fields": [
   {
    "fieldname": "subject_section",
    "fieldtype": "Section Break",
-   "label": "Subject",
    "options": "fa fa-flag"
   },
   {
@@ -158,7 +157,7 @@
    "collapsible": 1,
    "fieldname": "service_level_section",
    "fieldtype": "Section Break",
-   "label": "Service Level"
+   "label": "Service Level Agreement Details"
   },
   {
    "fieldname": "service_level_agreement",
@@ -191,14 +190,7 @@
    "collapsible": 1,
    "fieldname": "response",
    "fieldtype": "Section Break",
-   "label": "Response"
+   "label": "Response Details"
-  },
-  {
-   "bold": 1,
-   "fieldname": "mins_to_first_response",
-   "fieldtype": "Float",
-   "label": "Mins to First Response",
-   "read_only": 1
   },
   {
    "fieldname": "first_responded_on",
@@ -261,7 +253,7 @@
    "collapsible": 1,
    "fieldname": "section_break_19",
    "fieldtype": "Section Break",
-   "label": "Resolution"
+   "label": "Resolution Details"
   },
   {
    "depends_on": "eval:!doc.__islocal",
@@ -326,28 +318,19 @@
    "fieldtype": "Check",
    "label": "Via Customer Portal"
   },
-  {
-   "default": "Ongoing",
-   "depends_on": "eval: doc.service_level_agreement",
-   "fieldname": "agreement_fulfilled",
-   "fieldtype": "Select",
-   "label": "Service Level Agreement Fulfilled",
-   "options": "Ongoing\nFulfilled\nFailed",
-   "read_only": 1
-  },
   {
    "depends_on": "eval: doc.service_level_agreement && doc.status != 'Replied';",
-   "description": "in hours",
    "fieldname": "response_by_variance",
-   "fieldtype": "Float",
+   "fieldtype": "Duration",
+   "hide_seconds": 1,
    "label": "Response By Variance",
    "read_only": 1
   },
   {
    "depends_on": "eval: doc.service_level_agreement && doc.status != 'Replied';",
-   "description": "in hours",
    "fieldname": "resolution_by_variance",
-   "fieldtype": "Float",
+   "fieldtype": "Duration",
+   "hide_seconds": 1,
    "label": "Resolution By Variance",
    "read_only": 1
   },
@@ -406,12 +389,28 @@
    "fieldtype": "Duration",
    "label": "Total Hold Time",
    "read_only": 1
+  },
+  {
+   "default": "Ongoing",
+   "depends_on": "eval: doc.service_level_agreement",
+   "fieldname": "agreement_status",
+   "fieldtype": "Select",
+   "label": "Service Level Agreement Status",
+   "options": "Ongoing\nFulfilled\nFailed",
+   "read_only": 1
+  },
+  {
+   "bold": 1,
+   "fieldname": "first_response_time",
+   "fieldtype": "Duration",
+   "label": "First Response Time",
+   "read_only": 1
   }
  ],
  "icon": "fa fa-ticket",
  "idx": 7,
  "links": [],
- "modified": "2020-06-10 12:47:37.146914",
+ "modified": "2020-08-11 18:49:07.574769",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Issue",

erpnext/support/doctype/issue/issue.py

@@ -61,7 +61,7 @@ class Issue(Document):
 
 		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_fulfilled") == "Ongoing":
+			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)
@@ -72,7 +72,7 @@ class Issue(Document):
 			self.resolution_date = None
 			self.reset_issue_metrics()
 			# enable SLA and variance on Reopen
-			self.agreement_fulfilled = "Ongoing"
+			self.agreement_status = "Ongoing"
 			set_service_level_agreement_variance(issue=self.name)
 
 		self.handle_hold_time(status)
@@ -113,39 +113,39 @@ class Issue(Document):
 					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_hours(response_by, now_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 // 3600)
+						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_hours(resolution_by, now_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 // 3600)
+					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_fulfilled == "Ongoing":
+		if self.service_level_agreement and self.agreement_status == "Ongoing":
 			if frappe.db.get_value("Issue", self.name, "response_by_variance") < 0 or \
 				frappe.db.get_value("Issue", self.name, "resolution_by_variance") < 0:
 
-				self.agreement_fulfilled = "Failed"
+				self.agreement_status = "Failed"
 			else:
-				self.agreement_fulfilled = "Fulfilled"
+				self.agreement_status = "Fulfilled"
 
-	def update_agreement_fulfilled_on_custom_status(self):
+	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_hours(self.response_by, now_datetime()), 2)
+			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_hours(self.resolution_by, now_datetime()), 2)
+			self.resolution_by_variance = round(time_diff_in_seconds(self.resolution_by, now_datetime()), 2)
 
-		self.agreement_fulfilled = "Fulfilled" if self.response_by_variance > 0 and self.resolution_by_variance > 0 else "Failed"
+		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")
@@ -172,7 +172,7 @@ class Issue(Document):
 		replicated_issue = deepcopy(self)
 		replicated_issue.subject = subject
 		replicated_issue.issue_split_from = self.name
-		replicated_issue.mins_to_first_response = 0
+		replicated_issue.first_response_time = 0
 		replicated_issue.first_responded_on = None
 		replicated_issue.creation = now_datetime()
 
@@ -180,7 +180,7 @@ class Issue(Document):
 		if replicated_issue.service_level_agreement:
 			replicated_issue.service_level_agreement_creation = now_datetime()
 			replicated_issue.service_level_agreement = None
-			replicated_issue.agreement_fulfilled = "Ongoing"
+			replicated_issue.agreement_status = "Ongoing"
 			replicated_issue.response_by = None
 			replicated_issue.response_by_variance = None
 			replicated_issue.resolution_by = None
@@ -241,8 +241,8 @@ class Issue(Document):
 		self.response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
 		self.resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
 
-		self.response_by_variance = round(time_diff_in_hours(self.response_by, now_datetime()))
+		self.response_by_variance = round(time_diff_in_seconds(self.response_by, now_datetime()))
-		self.resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_datetime()))
+		self.resolution_by_variance = round(time_diff_in_seconds(self.resolution_by, now_datetime()))
 
 	def change_service_level_agreement_and_priority(self):
 		if self.service_level_agreement and frappe.db.exists("Issue", self.name) and \
@@ -271,7 +271,7 @@ class Issue(Document):
 
 		self.service_level_agreement_creation = now_datetime()
 		self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
-		self.agreement_fulfilled = "Ongoing"
+		self.agreement_status = "Ongoing"
 		self.save()
 
 	def reset_issue_metrics(self):
@@ -347,7 +347,7 @@ def get_expected_time_for(parameter, service_level, start_date_time):
 def set_service_level_agreement_variance(issue=None):
 	current_time = frappe.flags.current_time or now_datetime()
 
-	filters = {"status": "Open", "agreement_fulfilled": "Ongoing"}
+	filters = {"status": "Open", "agreement_status": "Ongoing"}
 	if issue:
 		filters = {"name": issue}
 
@@ -358,13 +358,13 @@ def set_service_level_agreement_variance(issue=None):
 			variance = round(time_diff_in_hours(doc.response_by, current_time), 2)
 			frappe.db.set_value(dt="Issue", dn=doc.name, field="response_by_variance", val=variance, update_modified=False)
 			if variance < 0:
-				frappe.db.set_value(dt="Issue", dn=doc.name, field="agreement_fulfilled", val="Failed", update_modified=False)
+				frappe.db.set_value(dt="Issue", dn=doc.name, field="agreement_status", val="Failed", update_modified=False)
 
 		if not doc.resolution_date: # resolution_date set when issue has been closed
 			variance = round(time_diff_in_hours(doc.resolution_by, current_time), 2)
 			frappe.db.set_value(dt="Issue", dn=doc.name, field="resolution_by_variance", val=variance, update_modified=False)
 			if variance < 0:
-				frappe.db.set_value(dt="Issue", dn=doc.name, field="agreement_fulfilled", val="Failed", update_modified=False)
+				frappe.db.set_value(dt="Issue", dn=doc.name, field="agreement_status", val="Failed", update_modified=False)
 
 
 def set_resolution_time(issue):

erpnext/support/doctype/issue/test_issue.py

@@ -73,7 +73,7 @@ class TestIssue(unittest.TestCase):
 		issue.status = 'Closed'
 		issue.save()
 
-		self.assertEqual(issue.agreement_fulfilled, 'Fulfilled')
+		self.assertEqual(issue.agreement_status, 'Fulfilled')
 
 	def test_issue_metrics(self):
 		creation = datetime.datetime(2020, 3, 4, 4, 0)

erpnext/support/report/first_response_time_for_issues/first_response_time_for_issues.js

@@ -0,0 +1,44 @@
+// Copyright (c) 2016, Frappe Technologies Pvt. Ltd. and contributors
+// For license information, please see license.txt
+/* eslint-disable */
+
+frappe.query_reports["First Response Time for Issues"] = {
+	"filters": [
+		{
+			"fieldname": "from_date",
+			"label": __("From Date"),
+			"fieldtype": "Date",
+			"reqd": 1,
+			"default": frappe.datetime.add_days(frappe.datetime.nowdate(), -30)
+		},
+		{
+			"fieldname": "to_date",
+			"label": __("To Date"),
+			"fieldtype": "Date",
+			"reqd": 1,
+			"default":frappe.datetime.nowdate()
+		}
+	],
+	get_chart_data: function(_columns, result) {
+		return {
+			data: {
+				labels: result.map(d => d[0]),
+				datasets: [{
+					name: 'First Response Time',
+					values: result.map(d => d[1])
+				}]
+			},
+			type: "line",
+			tooltipOptions: {
+				formatTooltipY: d => {
+					let duration_options = {
+						hide_days: 0,
+						hide_seconds: 0
+					};
+					value = frappe.utils.get_formatted_duration(d, duration_options);
+					return value;
+				}
+			}
+		}
+	}
+};

erpnext/support/report/first_response_time_for_issues/first_response_time_for_issues.json

@@ -0,0 +1,26 @@
+{
+ "add_total_row": 0,
+ "creation": "2020-08-10 18:12:42.391224",
+ "disable_prepared_report": 0,
+ "disabled": 0,
+ "docstatus": 0,
+ "doctype": "Report",
+ "idx": 0,
+ "is_standard": "Yes",
+ "letter_head": "Test 2",
+ "modified": "2020-08-10 18:12:42.391224",
+ "modified_by": "Administrator",
+ "module": "Support",
+ "name": "First Response Time for Issues",
+ "owner": "Administrator",
+ "prepared_report": 0,
+ "query": "select date(creation) as creation_date, avg(mins_to_first_response) from tabIssue where creation > '2016-05-01' group by date(creation) order by creation_date;",
+ "ref_doctype": "Issue",
+ "report_name": "First Response Time for Issues",
+ "report_type": "Script Report",
+ "roles": [
+  {
+   "role": "Support Team"
+  }
+ ]
+}

erpnext/support/report/first_response_time_for_issues/first_response_time_for_issues.py

@@ -0,0 +1,35 @@
+# Copyright (c) 2013, Frappe Technologies Pvt. Ltd. and contributors
+# For license information, please see license.txt
+
+from __future__ import unicode_literals
+import frappe
+
+def execute(filters=None):
+	columns = [
+		{
+			'fieldname': 'creation_date',
+			'label': 'Date',
+			'fieldtype': 'Date',
+			'width': 300
+		},
+		{
+			'fieldname': 'first_response_time',
+			'fieldtype': 'Duration',
+			'label': 'First Response Time',
+			'width': 300
+		},
+	]
+
+	data = frappe.db.sql('''
+		SELECT
+			date(creation) as creation_date,
+			avg(first_response_time) as avg_response_time
+		FROM tabIssue
+		WHERE
+			date(creation) between %s and %s
+			and first_response_time > 0
+		GROUP BY creation_date
+		ORDER BY creation_date desc
+	''', (filters.from_date, filters.to_date))
+
+	return columns, data

erpnext/support/report/minutes_to_first_response_for_issues/minutes_to_first_response_for_issues.js

@@ -1,30 +0,0 @@
-frappe.query_reports["Minutes to First Response for Issues"] = {
-	"filters": [
-		{
-			"fieldname":"from_date",
-			"label": __("From Date"),
-			"fieldtype": "Date",
-			'reqd': 1,
-			"default": frappe.datetime.add_days(frappe.datetime.nowdate(), -30)
-		},
-		{
-			"fieldname":"to_date",
-			"label": __("To Date"),
-			"fieldtype": "Date",
-			'reqd': 1,
-			"default":frappe.datetime.nowdate()
-		},
-	],
-	get_chart_data: function(columns, result) {
-		return {
-			data: {
-				labels: result.map(d => d[0]),
-				datasets: [{
-					name: 'Mins to first response',
-					values: result.map(d => d[1])
-				}]
-			},
-			type: 'line',
-		}
-	}
-}

erpnext/support/report/minutes_to_first_response_for_issues/minutes_to_first_response_for_issues.json

@@ -1,24 +0,0 @@
-{
- "add_total_row": 0, 
- "apply_user_permissions": 1, 
- "creation": "2016-06-14 17:44:26.034112", 
- "disabled": 0, 
- "docstatus": 0, 
- "doctype": "Report", 
- "idx": 2, 
- "is_standard": "Yes", 
- "modified": "2017-02-24 20:06:18.391100", 
- "modified_by": "Administrator", 
- "module": "Support", 
- "name": "Minutes to First Response for Issues", 
- "owner": "Administrator", 
- "query": "select date(creation) as creation_date, avg(mins_to_first_response) from tabIssue where creation > '2016-05-01' group by date(creation) order by creation_date;", 
- "ref_doctype": "Issue", 
- "report_name": "Minutes to First Response for Issues", 
- "report_type": "Script Report", 
- "roles": [
-  {
-   "role": "Support Team"
-  }
- ]
-}

erpnext/support/report/minutes_to_first_response_for_issues/minutes_to_first_response_for_issues.py

@@ -1,28 +0,0 @@
-# Copyright (c) 2013, Frappe Technologies Pvt. Ltd. and contributors
-# For license information, please see license.txt
-
-from __future__ import unicode_literals
-import frappe
-
-def execute(filters=None):
-	columns = [
-		{
-			'fieldname': 'creation_date',
-			'label': 'Date',
-			'fieldtype': 'Date'
-		},
-		{
-			'fieldname': 'mins',
-			'fieldtype': 'Float',
-			'label': 'Mins to First Response'
-		},
-	]
-
-	data = frappe.db.sql('''select date(creation) as creation_date,
-		avg(mins_to_first_response) as mins
-		from tabIssue
-			where date(creation) between %s and %s
-			and mins_to_first_response > 0
-		group by creation_date order by creation_date desc''', (filters.from_date, filters.to_date))
-
-	return columns, data