diff --git a/erpnext/support/doctype/issue/issue.py b/erpnext/support/doctype/issue/issue.py index 02a2df1c19..b7da29649d 100644 --- a/erpnext/support/doctype/issue/issue.py +++ b/erpnext/support/doctype/issue/issue.py @@ -47,8 +47,8 @@ class Issue(Document): self.contact = frappe.db.get_value("Contact", {"email_id": email_id}) if self.contact: - contact = frappe.get_doc('Contact', self.contact) - self.customer = contact.get_link_for('Customer') + contact = frappe.get_doc("Contact", self.contact) + self.customer = contact.get_link_for("Customer") if not self.company: self.company = frappe.db.get_value("Lead", self.lead, "company") or \ @@ -56,7 +56,7 @@ class Issue(Document): 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: + 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"]: @@ -68,13 +68,18 @@ class Issue(Document): set_resolution_time(issue=self) set_user_resolution_time(issue=self) - if self.status=="Open" and status !="Open": + 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_fulfilled = "Ongoing" set_service_level_agreement_variance(issue=self.name) + self.handle_hold_time() + + def handle_hold_time(self): + # 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: @@ -83,28 +88,30 @@ class Issue(Document): 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 != "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) + # 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) 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) + 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) + 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": if frappe.db.get_value("Issue", self.name, "response_by_variance") < 0 or \ @@ -174,7 +181,7 @@ class Issue(Document): communications = frappe.get_all("Communication", filters={"reference_doctype": "Issue", "reference_name": comm_to_split_from.reference_name, - "creation": ('>=', comm_to_split_from.creation)}) + "creation": (">=", comm_to_split_from.creation)}) for communication in communications: doc = frappe.get_doc("Communication", communication.name) @@ -210,20 +217,15 @@ class Issue(Document): self.service_level_agreement = service_level_agreement.name self.priority = service_level_agreement.default_priority if not priority else priority - service_level_agreement = frappe.get_doc("Service Level Agreement", service_level_agreement.name) - priority = service_level_agreement.get_service_level_agreement_priority(self.priority) - priority.update({ - "support_and_resolution": service_level_agreement.support_and_resolution, - "holiday_list": service_level_agreement.holiday_list - }) + priority = get_priority(self) if not self.creation: self.creation = now_datetime() self.service_level_agreement_creation = now_datetime() start_date_time = get_datetime(self.service_level_agreement_creation) - 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 = 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.resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_datetime())) @@ -259,9 +261,9 @@ class Issue(Document): self.save() def reset_issue_metrics(self): - self.db_set('resolution_time', None) - self.db_set('user_resolution_time', None) - self.db_set('avg_response_time', None) + self.db_set("resolution_time", None) + self.db_set("user_resolution_time", None) + self.db_set("avg_response_time", None) def get_priority(issue): @@ -280,9 +282,9 @@ def get_expected_time_for(parameter, service_level, start_date_time): start_time = None end_time = None - if parameter == 'response': + if parameter == "response": allotted_seconds = service_level.get("response_time") - elif parameter == 'resolution': + elif parameter == "resolution": allotted_seconds = service_level.get("resolution_time") else: frappe.throw(_("{0} parameter is invalid").format(parameter)) @@ -292,8 +294,8 @@ def get_expected_time_for(parameter, service_level, start_date_time): support_days = {} for service in service_level.get("support_and_resolution"): support_days[service.workday] = frappe._dict({ - 'start_time': service.start_time, - 'end_time': service.end_time, + "start_time": service.start_time, + "end_time": service.end_time, }) holidays = get_holidays(service_level.get("holiday_list")) @@ -370,13 +372,13 @@ def set_average_response_time(issue): response_times.append(response_time) if response_times: avg_response_time = sum(response_times) / len(response_times) - issue.db_set('avg_response_time', avg_response_time) + issue.db_set("avg_response_time", avg_response_time) def set_resolution_time(issue): # total time taken from issue creation to closing resolution_time = time_diff_in_seconds(now_datetime(), issue.creation) - issue.db_set('resolution_time', resolution_time) + issue.db_set("resolution_time", resolution_time) def set_user_resolution_time(issue): @@ -399,7 +401,7 @@ def set_user_resolution_time(issue): total_pending_time = sum(pending_time) resolution_time_in_secs = time_diff_in_seconds(now_datetime(), issue.creation) user_resolution_time = resolution_time_in_secs - total_pending_time - issue.db_set('user_resolution_time', user_resolution_time) + issue.db_set("user_resolution_time", user_resolution_time) def get_list_context(context=None): @@ -409,7 +411,7 @@ def get_list_context(context=None): "row_template": "templates/includes/issue_row.html", "show_sidebar": True, "show_search": True, - 'no_breadcrumbs': True + "no_breadcrumbs": True } @@ -417,12 +419,12 @@ def get_issue_list(doctype, txt, filters, limit_start, limit_page_length=20, ord from frappe.www.list import get_list user = frappe.session.user - contact = frappe.db.get_value('Contact', {'user': user}, 'name') + contact = frappe.db.get_value("Contact", {"user": user}, "name") customer = None if contact: - contact_doc = frappe.get_doc('Contact', contact) - customer = contact_doc.get_link_for('Customer') + contact_doc = frappe.get_doc("Contact", contact) + customer = contact_doc.get_link_for("Customer") ignore_permissions = False if is_website_user():