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Merge pull request #28887 from nextchamp-saqib/sla-fixes-#1

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fix: reset_expected_response_and_resolution on hold
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Saqib 2021-12-15 09:57:58 +05:30 committed by GitHub
commit 5cf5412827
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1 changed files with 16 additions and 11 deletions
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27
erpnext/support/doctype/service_level_agreement/service_level_agreement.py
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@ -420,13 +420,13 @@ def handle_status_change(doc, apply_sla_for_resolution):
if is_open_status(prev_status) and is_hold_status(doc.status):
# Issue is on hold -> Set on_hold_since
doc.on_hold_since = now_time
reset_expected_response_and_resolution(doc)
# Replied to Open
if is_hold_status(prev_status) and is_open_status(doc.status):
# Issue was on hold -> Calculate Total Hold Time
calculate_hold_hours()
# Issue is open -> reset resolution_date
reset_expected_response_and_resolution(doc)
reset_resolution_metrics(doc)
# Open to Closed
@ -440,7 +440,6 @@ def handle_status_change(doc, apply_sla_for_resolution):
# Issue was closed -> Calculate Total Hold Time from resolution_date
calculate_hold_hours()
# Issue is open -> reset resolution_date
reset_expected_response_and_resolution(doc)
reset_resolution_metrics(doc)
# Closed to Replied
@ -449,6 +448,7 @@ def handle_status_change(doc, apply_sla_for_resolution):
calculate_hold_hours()
# Issue is on hold -> Set on_hold_since
doc.on_hold_since = now_time
reset_expected_response_and_resolution(doc)
# Replied to Closed
if is_hold_status(prev_status) and is_fulfilled_status(doc.status):
@ -640,28 +640,35 @@ def on_communication_update(doc, status):
if not parent.meta.has_field('service_level_agreement'):
return
for_resolution = frappe.db.get_value('Service Level Agreement', parent.service_level_agreement, 'apply_sla_for_resolution')
if (
doc.sent_or_received == "Received" # a reply is received
and parent.get('status') == 'Open' # issue status is set as open from communication.py
and parent._doc_before_save
and parent.get_doc_before_save()
and parent.get('status') != parent._doc_before_save.get('status') # status changed
):
# undo the status change in db
# since prev status is fetched from db
frappe.db.set_value(parent.doctype, parent.name, 'status', parent._doc_before_save.get('status'))
frappe.db.set_value(
parent.doctype, parent.name,
'status', parent._doc_before_save.get('status'),
update_modified=False
)
elif (
doc.sent_or_received == "Sent" # a reply is sent
and parent.get('first_responded_on') # first_responded_on is set from communication.py
and parent._doc_before_save
and parent.get_doc_before_save()
and not parent._doc_before_save.get('first_responded_on') # first_responded_on was not set
):
# reset first_responded_on since it will be handled/set later on
parent.first_responded_on = None
parent.flags.on_first_reply = True
else:
return
for_resolution = frappe.db.get_value('Service Level Agreement', parent.service_level_agreement, 'apply_sla_for_resolution')
handle_status_change(parent, for_resolution)
update_response_and_resolution_metrics(parent, for_resolution)
update_agreement_status(parent, for_resolution)
@ -670,12 +677,10 @@ def on_communication_update(doc, status):
def reset_expected_response_and_resolution(doc):
update_values = {}
if doc.meta.has_field("first_responded_on") and not doc.get('first_responded_on'):
update_values['response_by'] = None
doc.response_by = None
if doc.meta.has_field("resolution_by") and not doc.get('resolution_date'):
update_values['resolution_by'] = None
doc.db_set(update_values)
doc.resolution_by = None
def set_response_by(doc, start_date_time, priority):