refactor(SLA): remove response_by_variance & resolution_by_variance
This commit is contained in:
Saqib Ansari
parent
79f8159ab9
commit
6f67bbca69
@ -24,12 +24,10 @@
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"service_level_section",
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"service_level_agreement",
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"response_by",
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"response_by_variance",
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"reset_service_level_agreement",
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"cb",
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"agreement_status",
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"resolution_by",
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"resolution_by_variance",
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"service_level_agreement_creation",
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"on_hold_since",
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"total_hold_time",
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@ -44,8 +42,6 @@
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"opening_date",
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"opening_time",
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"resolution_date",
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"resolution_time",
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"user_resolution_time",
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"additional_info",
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"lead",
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"contact",
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@ -317,22 +313,6 @@
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"fieldtype": "Check",
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"label": "Via Customer Portal"
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},
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{
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"depends_on": "eval: doc.service_level_agreement && doc.status != 'Replied';",
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"fieldname": "response_by_variance",
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"fieldtype": "Duration",
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"hide_seconds": 1,
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"label": "Response By Variance",
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"read_only": 1
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},
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{
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"depends_on": "eval: doc.service_level_agreement && doc.status != 'Replied';",
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"fieldname": "resolution_by_variance",
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"fieldtype": "Duration",
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"hide_seconds": 1,
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"label": "Resolution By Variance",
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"read_only": 1
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},
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{
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"fieldname": "service_level_agreement_creation",
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"fieldtype": "Datetime",
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@ -395,7 +375,7 @@
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"fieldname": "agreement_status",
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"fieldtype": "Select",
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"label": "Service Level Agreement Status",
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"options": "Ongoing\nFulfilled\nFailed",
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"options": "First Response Due\nResolution Due\nFulfilled\nFailed",
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"read_only": 1
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},
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{
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@ -87,11 +87,9 @@ class Issue(Document):
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if replicated_issue.service_level_agreement:
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replicated_issue.service_level_agreement_creation = now_datetime()
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replicated_issue.service_level_agreement = None
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replicated_issue.agreement_status = "Ongoing"
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replicated_issue.agreement_status = "First Response Due"
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replicated_issue.response_by = None
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replicated_issue.response_by_variance = None
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replicated_issue.resolution_by = None
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replicated_issue.resolution_by_variance = None
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replicated_issue.reset_issue_metrics()
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frappe.get_doc(replicated_issue).insert()
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@ -83,30 +83,6 @@ class TestIssue(TestSetUp):
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self.assertEqual(issue.agreement_status, 'Fulfilled')
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def test_issue_metrics(self):
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creation = get_datetime("2020-03-04 4:00")
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issue = make_issue(creation, index=1)
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create_communication(issue.name, "test@example.com", "Received", creation)
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creation = get_datetime("2020-03-04 4:15")
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create_communication(issue.name, "test@admin.com", "Sent", creation)
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creation = get_datetime("2020-03-04 5:00")
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create_communication(issue.name, "test@example.com", "Received", creation)
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creation = get_datetime("2020-03-04 5:05")
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create_communication(issue.name, "test@admin.com", "Sent", creation)
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frappe.flags.current_time = get_datetime("2020-03-04 5:05")
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issue.reload()
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issue.status = 'Closed'
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issue.save()
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self.assertEqual(issue.avg_response_time, 600)
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self.assertEqual(issue.resolution_time, 3900)
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self.assertEqual(issue.user_resolution_time, 1200)
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def test_hold_time_on_replied(self):
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creation = get_datetime("2020-03-04 4:00")
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@ -143,16 +119,15 @@ class TestIssue(TestSetUp):
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self.assertEqual(flt(issue.total_hold_time, 2), 2700)
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def test_issue_close_after_on_hold(self):
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creation = get_datetime("2021-11-01 19:00")
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frappe.flags.current_time = get_datetime("2021-11-01 19:00")
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issue = make_issue(creation, index=1)
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create_communication(issue.name, "test@example.com", "Received", creation)
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issue = make_issue(frappe.flags.current_time, index=1)
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create_communication(issue.name, "test@example.com", "Received", frappe.flags.current_time)
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# send a reply within SLA
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creation = get_datetime("2021-11-02 11:00")
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create_communication(issue.name, "test@admin.com", "Sent", creation)
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frappe.flags.current_time = get_datetime("2021-11-02 11:00")
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create_communication(issue.name, "test@admin.com", "Sent", frappe.flags.current_time)
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frappe.flags.current_time = creation
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issue.reload()
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issue.status = 'Replied'
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issue.save()
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@ -168,6 +143,75 @@ class TestIssue(TestSetUp):
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self.assertEqual(issue.resolution_date, get_datetime('2021-11-22 01:00:00'))
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self.assertEqual(issue.agreement_status, 'Fulfilled')
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def test_issue_open_after_closed(self):
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# Created on -> 1 pm, Response Time -> 4 hrs, Resolution Time -> 6 hrs
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frappe.flags.current_time = get_datetime("2021-11-01 13:00")
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issue = make_issue(frappe.flags.current_time, index=1, issue_type='Critical') # Applies 24hr working time SLA
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create_communication(issue.name, "test@example.com", "Received", frappe.flags.current_time)
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self.assertEquals(issue.agreement_status, 'First Response Due')
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self.assertEquals(issue.response_by, get_datetime("2021-11-01 17:00"))
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self.assertEquals(issue.resolution_by, get_datetime("2021-11-01 19:00"))
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# Replied on → 2 pm
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frappe.flags.current_time = get_datetime("2021-11-01 14:00")
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create_communication(issue.name, "test@admin.com", "Sent", frappe.flags.current_time)
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issue.reload()
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issue.status = 'Replied'
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issue.save()
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self.assertEquals(issue.agreement_status, 'Resolution Due')
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self.assertEquals(issue.on_hold_since, frappe.flags.current_time)
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self.assertEquals(issue.first_responded_on, frappe.flags.current_time)
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# Customer Replied → 3 pm
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frappe.flags.current_time = get_datetime("2021-11-01 15:00")
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create_communication(issue.name, "test@example.com", "Received", frappe.flags.current_time)
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issue.reload()
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self.assertEquals(issue.status, 'Open')
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# Hold Time + 1 Hrs
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self.assertEquals(issue.total_hold_time, 3600)
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# Resolution By should increase by one hrs
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self.assertEquals(issue.resolution_by, get_datetime("2021-11-01 20:00"))
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# Replied on → 4 pm, Open → 1 hr, Resolution Due → 8 pm
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frappe.flags.current_time = get_datetime("2021-11-01 16:00")
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create_communication(issue.name, "test@admin.com", "Sent", frappe.flags.current_time)
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issue.reload()
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issue.status = 'Replied'
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issue.save()
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self.assertEquals(issue.agreement_status, 'Resolution Due')
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# Customer Closed → 10 pm
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frappe.flags.current_time = get_datetime("2021-11-01 22:00")
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issue.status = 'Closed'
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issue.save()
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# Hold Time + 6 Hrs
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self.assertEquals(issue.total_hold_time, 3600 + 21600)
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# Resolution By should increase by 6 hrs
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self.assertEquals(issue.resolution_by, get_datetime("2021-11-02 02:00"))
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self.assertEquals(issue.agreement_status, 'Fulfilled')
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self.assertEquals(issue.resolution_date, frappe.flags.current_time)
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# Customer Open → 3 am i.e after resolution by is crossed
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frappe.flags.current_time = get_datetime("2021-11-02 03:00")
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create_communication(issue.name, "test@example.com", "Received", frappe.flags.current_time)
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issue.reload()
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# Since issue was Resolved, Resolution By should be increased by 5 hrs (3am - 10pm)
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self.assertEquals(issue.total_hold_time, 3600 + 21600 + 18000)
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# Resolution By should increase by 5 hrs
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self.assertEquals(issue.resolution_by, get_datetime("2021-11-02 07:00"))
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self.assertEquals(issue.agreement_status, 'Resolution Due')
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self.assertFalse(issue.resolution_date)
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# We Closed → 4 am, SLA should be Fulfilled
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frappe.flags.current_time = get_datetime("2021-11-02 04:00")
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issue.status = 'Closed'
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issue.save()
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self.assertEquals(issue.resolution_by, get_datetime("2021-11-02 07:00"))
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self.assertEquals(issue.agreement_status, 'Fulfilled')
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self.assertEquals(issue.resolution_date, frappe.flags.current_time)
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class TestFirstResponseTime(TestSetUp):
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# working hours used in all cases: Mon-Fri, 10am to 6pm
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# all dates are in the mm-dd-yyyy format
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@ -386,7 +430,10 @@ def create_issue_and_communication(issue_creation, first_responded_on):
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return issue
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def make_issue(creation=None, customer=None, index=0, priority=None, issue_type=None):
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def make_issue(creation=None, customer=None, index=0, priority=None, issue_type=None, do_not_insert=False):
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if not frappe.db.exists('Issue Type', issue_type):
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frappe.get_doc(dict(doctype='Issue Type', name=issue_type)).insert()
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issue = frappe.get_doc({
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"doctype": "Issue",
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"subject": "Service Level Agreement Issue {0}".format(index),
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@ -358,36 +358,102 @@ def apply(doc, method=None):
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):
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return
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service_level_agreement = get_active_service_level_agreement_for(doc)
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sla = get_active_service_level_agreement_for(doc)
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if not service_level_agreement:
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if not sla:
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return
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process_sla(doc, service_level_agreement)
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process_sla(doc, sla)
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def process_sla(doc, service_level_agreement):
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def process_sla(doc, sla):
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if not doc.creation:
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doc.creation = now_datetime(doc.get("owner"))
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if doc.meta.has_field("service_level_agreement_creation"):
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doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
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doc.service_level_agreement = service_level_agreement.name
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doc.priority = doc.get("priority") or service_level_agreement.default_priority
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doc.service_level_agreement = sla.name
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doc.priority = doc.get("priority") or sla.default_priority
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prev_status = frappe.db.get_value(doc.doctype, doc.name, 'status')
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handle_status_change(doc, prev_status, service_level_agreement.apply_sla_for_resolution)
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update_response_and_resolution_metrics(doc, service_level_agreement.apply_sla_for_resolution)
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update_agreement_status(doc, service_level_agreement.apply_sla_for_resolution)
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handle_status_change(doc, prev_status, sla.apply_sla_for_resolution)
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update_response_and_resolution_metrics(doc, sla.apply_sla_for_resolution)
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update_agreement_status(doc, sla.apply_sla_for_resolution)
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def update_response_and_resolution_metrics(doc, apply_sla_for_resolution):
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priority = get_response_and_resolution_duration(doc)
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start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
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set_response_by_and_variance(doc, start_date_time, priority)
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if apply_sla_for_resolution:
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set_resolution_by_and_variance(doc, start_date_time, priority)
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def handle_status_change(doc, prev_status, apply_sla_for_resolution):
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now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
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hold_statuses = get_hold_statuses(doc.service_level_agreement)
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fulfillment_statuses = get_fulfillment_statuses(doc.service_level_agreement)
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def is_hold_status(status):
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return status in hold_statuses
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def is_fulfilled_status(status):
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return status in fulfillment_statuses
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def is_open_status(status):
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return status not in hold_statuses and status not in fulfillment_statuses
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def calculate_hold_hours():
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# In case issue was closed and after few days it has been opened
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# The hold time should be calculated from resolution_date
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on_hold_since = doc.resolution_date or doc.on_hold_since
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if on_hold_since:
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current_hold_hours = time_diff_in_seconds(now_time, on_hold_since)
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doc.total_hold_time = (doc.total_hold_time or 0) + current_hold_hours
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doc.on_hold_since = None
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if is_open_status(prev_status) and not is_open_status(doc.status):
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# status changed from Open to something else
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if doc.meta.has_field("first_responded_on") and not doc.first_responded_on:
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doc.first_responded_on = now_time
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# Open to Replied
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if is_open_status(prev_status) and is_hold_status(doc.status):
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# Issue is on hold -> Set on_hold_since
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doc.on_hold_since = now_time
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# Replied to Open
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if is_hold_status(prev_status) and is_open_status(doc.status):
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# Issue was on hold -> Calculate Total Hold Time
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calculate_hold_hours()
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# Issue is open -> reset resolution_date
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reset_expected_response_and_resolution(doc)
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reset_resolution_metrics(doc)
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# Open to Closed
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if is_open_status(prev_status) and is_fulfilled_status(doc.status):
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# Issue is closed -> Set resolution_date
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doc.resolution_date = now_time
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set_resolution_time(doc)
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# Closed to Open
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if is_fulfilled_status(prev_status) and is_open_status(doc.status):
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# Issue was closed -> Calculate Total Hold Time from resolution_date
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calculate_hold_hours()
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# Issue is open -> reset resolution_date
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reset_expected_response_and_resolution(doc)
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reset_resolution_metrics(doc)
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# Closed to Replied
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if is_fulfilled_status(prev_status) and is_hold_status(doc.status):
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# Issue was closed -> Calculate Total Hold Time from resolution_date
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calculate_hold_hours()
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# Issue is on hold -> Set on_hold_since
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doc.on_hold_since = now_time
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# Replied to Closed
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if is_hold_status(prev_status) and is_fulfilled_status(doc.status):
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# Issue was on hold -> Calculate Total Hold Time
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calculate_hold_hours()
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# Issue is closed -> Set resolution_date
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if apply_sla_for_resolution:
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doc.resolution_date = now_time
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set_resolution_time(doc)
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def get_fulfillment_statuses(service_level_agreement):
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@ -402,60 +468,12 @@ def get_hold_statuses(service_level_agreement):
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}, fields=["status"])]
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def handle_status_change(doc, prev_status, apply_sla_for_resolution):
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if doc.status != "Open" and prev_status == "Open":
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# status changed from Open to something else
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if doc.meta.has_field("first_responded_on") and not doc.first_responded_on:
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# status changed to something other than Open
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doc.first_responded_on = frappe.flags.current_time or now_datetime(doc.get("owner"))
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if doc.status == "Open" and prev_status != "Open":
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# status changed from something else to Open
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reset_resolution_metrics(doc)
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handle_fulfillment_status(doc, prev_status, apply_sla_for_resolution)
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handle_hold_status(doc, prev_status)
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def handle_fulfillment_status(doc, prev_status, apply_sla_for_resolution):
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fulfillment_statuses = get_fulfillment_statuses(doc.service_level_agreement)
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if (
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doc.status in fulfillment_statuses
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and prev_status not in fulfillment_statuses
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and apply_sla_for_resolution
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):
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# status changed to any fulfillment_statuses
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if doc.meta.has_field("resolution_date"):
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doc.resolution_date = frappe.flags.current_time or now_datetime(doc.get("owner"))
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if doc.meta.has_field("resolution_time"):
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doc.resolution_time = time_diff_in_seconds(doc.resolution_date, doc.creation)
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set_user_resolution_time(doc)
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def handle_hold_status(doc, prev_status):
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hold_statuses = get_hold_statuses(doc.service_level_agreement)
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if doc.status in hold_statuses:
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# reset if status is a hold status, regardless of previous status
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reset_expected_response_and_resolution(doc)
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if prev_status not in hold_statuses:
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# set on_hold_since status changed from any non-hold status
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# for eg. doc.status changed from Open to Replied
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if doc.meta.has_field("on_hold_since"):
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doc.on_hold_since = frappe.flags.current_time or now_datetime(doc.get("owner"))
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if doc.status not in hold_statuses and prev_status in hold_statuses:
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# status changed to any non-hold status
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# for eg. doc.status changed from Replied to Closed
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if doc.meta.has_field("on_hold_since") and doc.on_hold_since:
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cumulate_hold_time(doc)
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doc.on_hold_since = None
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def cumulate_hold_time(doc):
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now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
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on_hold_duration = time_diff_in_seconds(now_time, doc.on_hold_since)
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doc.total_hold_time = (doc.total_hold_time or 0) + on_hold_duration
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def update_response_and_resolution_metrics(doc, apply_sla_for_resolution):
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priority = get_response_and_resolution_duration(doc)
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start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
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set_response_by(doc, start_date_time, priority)
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if apply_sla_for_resolution:
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set_resolution_by(doc, start_date_time, priority)
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def get_expected_time_for(parameter, service_level, start_date_time):
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@ -526,7 +544,11 @@ def get_support_days(service_level):
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return support_days
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def set_user_resolution_time(doc):
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def set_resolution_time(doc):
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start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
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if doc.meta.has_field("resolution_time"):
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doc.resolution_time = time_diff_in_seconds(doc.resolution_date, start_date_time)
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|
||||
# total time taken by a user to close the issue apart from wait_time
|
||||
if not doc.meta.has_field("user_resolution_time"):
|
||||
return
|
||||
@ -544,7 +566,7 @@ def set_user_resolution_time(doc):
|
||||
pending_time.append(wait_time)
|
||||
|
||||
total_pending_time = sum(pending_time)
|
||||
resolution_time_in_secs = time_diff_in_seconds(doc.resolution_date, doc.creation)
|
||||
resolution_time_in_secs = time_diff_in_seconds(doc.resolution_date, start_date_time)
|
||||
doc.user_resolution_time = resolution_time_in_secs - total_pending_time
|
||||
|
||||
|
||||
@ -562,11 +584,11 @@ def change_service_level_agreement_and_priority(self):
|
||||
|
||||
|
||||
def get_response_and_resolution_duration(doc):
|
||||
service_level_agreement = frappe.get_doc("Service Level Agreement", doc.service_level_agreement)
|
||||
priority = service_level_agreement.get_service_level_agreement_priority(doc.priority)
|
||||
sla = frappe.get_doc("Service Level Agreement", doc.service_level_agreement)
|
||||
priority = sla.get_service_level_agreement_priority(doc.priority)
|
||||
priority.update({
|
||||
"support_and_resolution": service_level_agreement.support_and_resolution,
|
||||
"holiday_list": service_level_agreement.holiday_list
|
||||
"support_and_resolution": sla.support_and_resolution,
|
||||
"holiday_list": sla.holiday_list
|
||||
})
|
||||
return priority
|
||||
|
||||
@ -585,8 +607,6 @@ def reset_service_level_agreement(doc, reason, user):
|
||||
}).insert(ignore_permissions=True)
|
||||
|
||||
doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
|
||||
doc.set_response_and_resolution_time(priority=doc.priority, service_level_agreement=doc.service_level_agreement)
|
||||
doc.agreement_status = "Ongoing"
|
||||
doc.save()
|
||||
|
||||
|
||||
@ -616,56 +636,37 @@ def update_hold_time(doc, status):
|
||||
if not parent.meta.has_field('service_level_agreement'):
|
||||
return
|
||||
|
||||
apply_sla_for_resolution = frappe.db.get_value('Service Level Agreement', parent.service_level_agreement, 'apply_sla_for_resolution')
|
||||
for_resolution = frappe.db.get_value('Service Level Agreement', parent.service_level_agreement, 'apply_sla_for_resolution')
|
||||
|
||||
handle_status_change(parent, 'Replied', apply_sla_for_resolution)
|
||||
update_response_and_resolution_metrics(parent, apply_sla_for_resolution)
|
||||
update_agreement_status(parent, apply_sla_for_resolution)
|
||||
handle_status_change(parent, 'Replied', for_resolution)
|
||||
update_response_and_resolution_metrics(parent, for_resolution)
|
||||
update_agreement_status(parent, for_resolution)
|
||||
|
||||
parent.save()
|
||||
|
||||
|
||||
def reset_expected_response_and_resolution(doc):
|
||||
update_values = {}
|
||||
|
||||
if doc.meta.has_field("first_responded_on") and not doc.first_responded_on:
|
||||
update_values['response_by'] = None
|
||||
update_values['response_by_variance'] = 0
|
||||
|
||||
if doc.meta.has_field("resolution_by") and not doc.resolution_date:
|
||||
update_values['resolution_by'] = None
|
||||
update_values['resolution_by_variance'] = 0
|
||||
|
||||
doc.db_set(update_values)
|
||||
|
||||
|
||||
def set_response_by_and_variance(doc, start_date_time, priority):
|
||||
def set_response_by(doc, start_date_time, priority):
|
||||
if doc.meta.has_field("response_by"):
|
||||
doc.response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
|
||||
if doc.meta.has_field("total_hold_time") and doc.get('total_hold_time') and not doc.get('first_responded_on'):
|
||||
doc.response_by = add_to_date(doc.response_by, seconds=round(doc.get('total_hold_time')))
|
||||
|
||||
if doc.meta.has_field("response_by_variance") and not doc.get('first_responded_on'):
|
||||
now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
|
||||
doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, now_time), 2)
|
||||
|
||||
if doc.meta.has_field("response_by_variance") and doc.get('first_responded_on'):
|
||||
doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, doc.get('first_responded_on')), 2)
|
||||
|
||||
|
||||
def set_resolution_by_and_variance(doc, start_date_time, priority):
|
||||
def set_resolution_by(doc, start_date_time, priority):
|
||||
if doc.meta.has_field("resolution_by"):
|
||||
doc.resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
|
||||
if doc.meta.has_field("total_hold_time") and doc.get('total_hold_time'):
|
||||
doc.resolution_by = add_to_date(doc.resolution_by, seconds=round(doc.get('total_hold_time')))
|
||||
|
||||
if doc.meta.has_field("resolution_by_variance") and not doc.get("resolution_date"):
|
||||
now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
|
||||
doc.resolution_by_variance = round(time_diff_in_seconds(doc.resolution_by, now_time), 2)
|
||||
|
||||
if doc.meta.has_field("resolution_by_variance") and doc.get('resolution_date'):
|
||||
doc.resolution_by_variance = round(time_diff_in_seconds(doc.resolution_by, doc.get('resolution_date')), 2)
|
||||
|
||||
|
||||
def get_service_level_agreement_fields():
|
||||
return [
|
||||
@ -693,17 +694,11 @@ def get_service_level_agreement_fields():
|
||||
"label": "Response By",
|
||||
"read_only": 1
|
||||
},
|
||||
{
|
||||
"fieldname": "response_by_variance",
|
||||
"fieldtype": "Duration",
|
||||
"hide_seconds": 1,
|
||||
"label": "Response By Variance",
|
||||
"read_only": 1
|
||||
},
|
||||
{
|
||||
"fieldname": "first_responded_on",
|
||||
"fieldtype": "Datetime",
|
||||
"label": "First Responded On",
|
||||
"no_copy": 1,
|
||||
"read_only": 1
|
||||
},
|
||||
{
|
||||
@ -725,11 +720,11 @@ def get_service_level_agreement_fields():
|
||||
"read_only": 1
|
||||
},
|
||||
{
|
||||
"default": "Ongoing",
|
||||
"default": "First Response Due",
|
||||
"fieldname": "agreement_status",
|
||||
"fieldtype": "Select",
|
||||
"label": "Service Level Agreement Status",
|
||||
"options": "Ongoing\nFulfilled\nFailed",
|
||||
"options": "First Response Due\nResolution Due\nFulfilled\nFailed",
|
||||
"read_only": 1
|
||||
},
|
||||
{
|
||||
@ -738,13 +733,6 @@ def get_service_level_agreement_fields():
|
||||
"label": "Resolution By",
|
||||
"read_only": 1
|
||||
},
|
||||
{
|
||||
"fieldname": "resolution_by_variance",
|
||||
"fieldtype": "Duration",
|
||||
"hide_seconds": 1,
|
||||
"label": "Resolution By Variance",
|
||||
"read_only": 1
|
||||
},
|
||||
{
|
||||
"fieldname": "service_level_agreement_creation",
|
||||
"fieldtype": "Datetime",
|
||||
@ -765,43 +753,28 @@ def get_service_level_agreement_fields():
|
||||
|
||||
def update_agreement_status_on_custom_status(doc):
|
||||
# Update Agreement Fulfilled status using Custom Scripts for Custom Status
|
||||
|
||||
meta = frappe.get_meta(doc.doctype)
|
||||
now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
|
||||
if doc.meta.has_field("first_responded_on") and not doc.first_responded_on:
|
||||
# first_responded_on set when first reply is sent to customer
|
||||
doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, now_time), 2)
|
||||
|
||||
if doc.meta.has_field("first_responded_on") and doc.first_responded_on:
|
||||
# first_responded_on set when first reply is sent to customer
|
||||
doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, doc.first_responded_on), 2)
|
||||
|
||||
if doc.meta.has_field("resolution_date") and not doc.resolution_date:
|
||||
# resolution_date set when issue has been closed
|
||||
doc.resolution_by_variance = round(time_diff_in_seconds(doc.resolution_by, now_time), 2)
|
||||
|
||||
if doc.meta.has_field("resolution_date") and doc.resolution_date:
|
||||
# resolution_date set when issue has been closed
|
||||
doc.resolution_by_variance = round(time_diff_in_seconds(doc.resolution_by, doc.resolution_date), 2)
|
||||
|
||||
if doc.meta.has_field("agreement_status"):
|
||||
doc.agreement_status = "Fulfilled" if doc.response_by_variance > 0 and doc.resolution_by_variance > 0 else "Failed"
|
||||
update_agreement_status(doc)
|
||||
|
||||
|
||||
def update_agreement_status(doc, apply_sla_for_resolution):
|
||||
if (doc.meta.has_field("agreement_status")):
|
||||
# if SLA is applied for resolution check for response and resolution, else only response
|
||||
if apply_sla_for_resolution:
|
||||
if doc.meta.has_field("response_by_variance") and doc.meta.has_field("resolution_by_variance"):
|
||||
if doc.response_by_variance < 0 or doc.resolution_by_variance < 0:
|
||||
doc.agreement_status = "Failed"
|
||||
else:
|
||||
doc.agreement_status = "Fulfilled"
|
||||
else:
|
||||
if doc.meta.has_field("response_by_variance") and doc.response_by_variance < 0:
|
||||
doc.agreement_status = "Failed"
|
||||
else:
|
||||
if not doc.first_responded_on:
|
||||
doc.agreement_status = "First Response Due"
|
||||
elif not doc.resolution_date:
|
||||
doc.agreement_status = "Resolution Due"
|
||||
elif get_datetime(doc.resolution_date) <= get_datetime(doc.resolution_by):
|
||||
doc.agreement_status = "Fulfilled"
|
||||
else:
|
||||
doc.agreement_status = "Failed"
|
||||
else:
|
||||
if not doc.first_responded_on:
|
||||
doc.agreement_status = "First Response Due"
|
||||
elif get_datetime(doc.first_responded_on) <= get_datetime(doc.response_by):
|
||||
doc.agreement_status = "Fulfilled"
|
||||
else:
|
||||
doc.agreement_status = "Failed"
|
||||
|
||||
|
||||
def is_holiday(date, holidays):
|
||||
|
||||
@ -220,42 +220,6 @@ class TestServiceLevelAgreement(unittest.TestCase):
|
||||
lead.reload()
|
||||
self.assertEqual(lead.agreement_status, 'Fulfilled')
|
||||
|
||||
def test_changing_of_variance_after_response(self):
|
||||
# create lead
|
||||
doctype = "Lead"
|
||||
lead_sla = create_service_level_agreement(
|
||||
default_service_level_agreement=1,
|
||||
holiday_list="__Test Holiday List",
|
||||
entity_type=None, entity=None,
|
||||
response_time=14400,
|
||||
doctype=doctype,
|
||||
sla_fulfilled_on=[{"status": "Replied"}],
|
||||
apply_sla_for_resolution=0
|
||||
)
|
||||
creation = datetime.datetime(2019, 3, 4, 12, 0)
|
||||
lead = make_lead(creation=creation, index=2)
|
||||
self.assertEqual(lead.service_level_agreement, lead_sla.name)
|
||||
|
||||
# set lead as replied to set first responded on
|
||||
frappe.flags.current_time = datetime.datetime(2019, 3, 4, 15, 30)
|
||||
lead.reload()
|
||||
lead.status = 'Replied'
|
||||
lead.save()
|
||||
lead.reload()
|
||||
self.assertEqual(lead.agreement_status, 'Fulfilled')
|
||||
|
||||
# check response_by_variance
|
||||
self.assertEqual(lead.first_responded_on, frappe.flags.current_time)
|
||||
self.assertEqual(lead.response_by_variance, 1800.0)
|
||||
|
||||
# make a change on the document &
|
||||
# check response_by_variance is unchanged
|
||||
frappe.flags.current_time = datetime.datetime(2019, 3, 4, 18, 30)
|
||||
lead.status = 'Open'
|
||||
lead.save()
|
||||
lead.reload()
|
||||
self.assertEqual(lead.response_by_variance, 1800.0)
|
||||
|
||||
def test_service_level_agreement_filters(self):
|
||||
doctype = "Lead"
|
||||
lead_sla = create_service_level_agreement(
|
||||
@ -295,7 +259,8 @@ def get_service_level_agreement(default_service_level_agreement=None, entity_typ
|
||||
return service_level_agreement
|
||||
|
||||
def create_service_level_agreement(default_service_level_agreement, holiday_list, response_time, entity_type,
|
||||
entity, resolution_time=0, doctype="Issue", condition="", sla_fulfilled_on=[], pause_sla_on=[], apply_sla_for_resolution=1):
|
||||
entity, resolution_time=0, doctype="Issue", condition="", sla_fulfilled_on=[], pause_sla_on=[], apply_sla_for_resolution=1,
|
||||
service_level=None, start_time="10:00:00", end_time="18:00:00"):
|
||||
|
||||
make_holiday_list()
|
||||
make_priorities()
|
||||
@ -312,7 +277,7 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list
|
||||
"doctype": "Service Level Agreement",
|
||||
"enabled": 1,
|
||||
"document_type": doctype,
|
||||
"service_level": "__Test {} SLA".format(entity_type if entity_type else "Default"),
|
||||
"service_level": service_level or "__Test {} SLA".format(entity_type if entity_type else "Default"),
|
||||
"default_service_level_agreement": default_service_level_agreement,
|
||||
"condition": condition,
|
||||
"default_priority": "Medium",
|
||||
@ -345,28 +310,28 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list
|
||||
"support_and_resolution": [
|
||||
{
|
||||
"workday": "Monday",
|
||||
"start_time": "10:00:00",
|
||||
"end_time": "18:00:00",
|
||||
"start_time": start_time,
|
||||
"end_time": end_time,
|
||||
},
|
||||
{
|
||||
"workday": "Tuesday",
|
||||
"start_time": "10:00:00",
|
||||
"end_time": "18:00:00",
|
||||
"start_time": start_time,
|
||||
"end_time": end_time,
|
||||
},
|
||||
{
|
||||
"workday": "Wednesday",
|
||||
"start_time": "10:00:00",
|
||||
"end_time": "18:00:00",
|
||||
"start_time": start_time,
|
||||
"end_time": end_time,
|
||||
},
|
||||
{
|
||||
"workday": "Thursday",
|
||||
"start_time": "10:00:00",
|
||||
"end_time": "18:00:00",
|
||||
"start_time": start_time,
|
||||
"end_time": end_time,
|
||||
},
|
||||
{
|
||||
"workday": "Friday",
|
||||
"start_time": "10:00:00",
|
||||
"end_time": "18:00:00",
|
||||
"start_time": start_time,
|
||||
"end_time": end_time,
|
||||
}
|
||||
]
|
||||
})
|
||||
@ -443,6 +408,13 @@ def create_service_level_agreements_for_issues():
|
||||
create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
|
||||
entity_type="Territory", entity="_Test SLA Territory", response_time=7200, resolution_time=10800)
|
||||
|
||||
create_service_level_agreement(
|
||||
default_service_level_agreement=0, holiday_list="__Test Holiday List",
|
||||
entity_type=None, entity=None, response_time=14400, resolution_time=21600,
|
||||
service_level="24-hour-SLA", start_time="00:00:00", end_time="23:59:59",
|
||||
condition="doc.issue_type == 'Critical'"
|
||||
)
|
||||
|
||||
def make_holiday_list():
|
||||
holiday_list = frappe.db.exists("Holiday List", "__Test Holiday List")
|
||||
if not holiday_list:
|
||||
|
||||
Loading…
x
Reference in New Issue
Block a user