refactor: application of SLA and its metrics
This commit is contained in:
Saqib Ansari
parent
210f593a49
commit
a8c75b6862
@ -341,8 +341,7 @@ scheduler_events = {
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"erpnext.erpnext_integrations.doctype.plaid_settings.plaid_settings.automatic_synchronization",
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"erpnext.projects.doctype.project.project.hourly_reminder",
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"erpnext.projects.doctype.project.project.collect_project_status",
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"erpnext.hr.doctype.shift_type.shift_type.process_auto_attendance_for_all_shifts",
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"erpnext.support.doctype.service_level_agreement.service_level_agreement.set_service_level_agreement_variance"
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"erpnext.hr.doctype.shift_type.shift_type.process_auto_attendance_for_all_shifts"
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],
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"hourly_long": [
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"erpnext.stock.doctype.repost_item_valuation.repost_item_valuation.repost_entries"
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@ -10,7 +10,6 @@ from frappe.core.utils import get_parent_doc
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from frappe.model.document import Document
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from frappe.utils import (
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add_to_date,
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cint,
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get_datetime,
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get_datetime_str,
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get_link_to_form,
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@ -350,86 +349,113 @@ def set_documents_with_active_service_level_agreement():
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def apply(doc, method=None):
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# Applies SLA to document on validate
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if frappe.flags.in_patch or frappe.flags.in_migrate or frappe.flags.in_install or frappe.flags.in_setup_wizard or \
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doc.doctype not in get_documents_with_active_service_level_agreement():
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if (
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frappe.flags.in_patch
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or frappe.flags.in_migrate
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or frappe.flags.in_install
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or frappe.flags.in_setup_wizard
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or doc.doctype not in get_documents_with_active_service_level_agreement()
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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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print(service_level_agreement)
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if not service_level_agreement:
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return
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set_sla_properties(doc, service_level_agreement)
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process_sla(doc, service_level_agreement)
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def set_sla_properties(doc, service_level_agreement):
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if frappe.db.exists(doc.doctype, doc.name):
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from_db = frappe.get_doc(doc.doctype, doc.name)
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else:
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from_db = frappe._dict({})
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meta = frappe.get_meta(doc.doctype)
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if meta.has_field("customer") and service_level_agreement.customer and doc.get("customer") and \
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not service_level_agreement.customer == doc.get("customer"):
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frappe.throw(_("Service Level Agreement {0} is specific to Customer {1}").format(service_level_agreement.name,
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service_level_agreement.customer))
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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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priority = get_priority(doc)
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def process_sla(doc, service_level_agreement):
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if not doc.creation:
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doc.creation = now_datetime(doc.get("owner"))
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if meta.has_field("service_level_agreement_creation"):
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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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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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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, meta, start_date_time, priority)
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if service_level_agreement.apply_sla_for_resolution:
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set_resolution_by_and_variance(doc, meta, start_date_time, priority)
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update_status(doc, from_db, meta)
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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 update_status(doc, from_db, meta):
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if meta.has_field("status"):
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if meta.has_field("first_responded_on") and doc.status != "Open" and \
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from_db.status == "Open" and not doc.first_responded_on:
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def get_fulfillment_statuses(service_level_agreement):
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return [entry.status for entry in frappe.db.get_all("SLA Fulfilled On Status", filters={
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"parent": service_level_agreement
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}, fields=["status"])]
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def get_hold_statuses(service_level_agreement):
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return [entry.status for entry in frappe.db.get_all("Pause SLA On Status", filters={
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"parent": 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 meta.has_field("service_level_agreement") and doc.service_level_agreement:
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# mark sla status as fulfilled based on the configuration
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fulfillment_statuses = [entry.status for entry in frappe.db.get_all("SLA Fulfilled On Status", filters={
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"parent": doc.service_level_agreement
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}, fields=["status"])]
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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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if doc.status in fulfillment_statuses and from_db.status not in fulfillment_statuses:
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apply_sla_for_resolution = frappe.db.get_value("Service Level Agreement", doc.service_level_agreement,
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"apply_sla_for_resolution")
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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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if apply_sla_for_resolution and 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 meta.has_field("agreement_status") and from_db.agreement_status == "Ongoing":
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set_service_level_agreement_variance(doc.doctype, doc.name)
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update_agreement_status(doc, meta)
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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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if apply_sla_for_resolution:
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set_resolution_time(doc, meta)
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set_user_resolution_time(doc, meta)
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if doc.status == "Open" and from_db.status != "Open":
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# if no date, it should be set as None and not a blank string "", as per mysql strict config
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# enable SLA and variance on Reopen
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reset_metrics(doc, meta)
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set_service_level_agreement_variance(doc.doctype, doc.name)
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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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handle_hold_time(doc, meta, from_db.status)
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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 get_expected_time_for(parameter, service_level, start_date_time):
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@ -500,41 +526,9 @@ def get_support_days(service_level):
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return support_days
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def set_service_level_agreement_variance(doctype, doc=None):
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filters = {"status": "Open", "agreement_status": "Ongoing"}
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if doc:
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filters = {"name": doc}
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for entry in frappe.get_all(doctype, filters=filters):
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current_doc = frappe.get_doc(doctype, entry.name)
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current_time = frappe.flags.current_time or now_datetime(current_doc.get("owner"))
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apply_sla_for_resolution = frappe.db.get_value("Service Level Agreement", current_doc.service_level_agreement,
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"apply_sla_for_resolution")
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if not current_doc.first_responded_on: # first_responded_on set when first reply is sent to customer
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variance = round(time_diff_in_seconds(current_doc.response_by, current_time), 2)
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else:
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variance = round(time_diff_in_seconds(current_doc.response_by, current_doc.first_responded_on), 2)
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frappe.db.set_value(current_doc.doctype, current_doc.name, "response_by_variance", variance, update_modified=False)
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if variance < 0:
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frappe.db.set_value(current_doc.doctype, current_doc.name, "agreement_status", "Failed", update_modified=False)
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if apply_sla_for_resolution and not current_doc.get("resolution_date"): # resolution_date set when issue has been closed
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variance = round(time_diff_in_seconds(current_doc.resolution_by, current_time), 2)
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elif apply_sla_for_resolution and current_doc.get("resolution_date"):
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variance = round(time_diff_in_seconds(current_doc.resolution_by, current_doc.get("resolution_date")), 2)
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frappe.db.set_value(current_doc.doctype, current_doc.name, "resolution_by_variance", variance, update_modified=False)
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if variance < 0:
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frappe.db.set_value(current_doc.doctype, current_doc.name, "agreement_status", "Failed", update_modified=False)
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def set_user_resolution_time(doc, meta):
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def set_user_resolution_time(doc):
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# total time taken by a user to close the issue apart from wait_time
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if not meta.has_field("user_resolution_time"):
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if not doc.meta.has_field("user_resolution_time"):
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return
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communications = frappe.get_all("Communication", filters={
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@ -567,7 +561,7 @@ def change_service_level_agreement_and_priority(self):
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frappe.msgprint(_("Service Level Agreement has been changed to {0}.").format(self.service_level_agreement))
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def get_priority(doc):
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def get_response_and_resolution_duration(doc):
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service_level_agreement = frappe.get_doc("Service Level Agreement", doc.service_level_agreement)
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priority = service_level_agreement.get_service_level_agreement_priority(doc.priority)
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priority.update({
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@ -596,115 +590,81 @@ def reset_service_level_agreement(doc, reason, user):
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doc.save()
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def reset_metrics(doc, meta):
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if meta.has_field("resolution_date"):
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def reset_resolution_metrics(doc):
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if doc.meta.has_field("resolution_date"):
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doc.resolution_date = None
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if not meta.has_field("resolution_time"):
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if doc.meta.has_field("resolution_time"):
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doc.resolution_time = None
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if not meta.has_field("user_resolution_time"):
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if doc.meta.has_field("user_resolution_time"):
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doc.user_resolution_time = None
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if meta.has_field("agreement_status"):
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if doc.meta.has_field("agreement_status"):
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doc.agreement_status = "Ongoing"
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def set_resolution_time(doc, meta):
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# total time taken from issue creation to closing
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if not meta.has_field("resolution_time"):
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return
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doc.resolution_time = time_diff_in_seconds(doc.resolution_date, doc.creation)
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# called via hooks on communication update
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def update_hold_time(doc, status):
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if doc.communication_type == "Comment" or doc.sent_or_received != "Received":
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return
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parent = get_parent_doc(doc)
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if not parent:
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return
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if doc.communication_type == "Comment":
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if not parent.meta.has_field('service_level_agreement'):
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return
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status_field = parent.meta.get_field("status")
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if status_field:
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options = (status_field.options or "").splitlines()
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apply_sla_for_resolution = frappe.db.get_value('Service Level Agreement', parent.service_level_agreement, 'apply_sla_for_resolution')
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# if status has a "Replied" option, then handle hold time
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if ("Replied" in options) and doc.sent_or_received == "Received":
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meta = frappe.get_meta(parent.doctype)
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handle_hold_time(parent, meta, 'Replied')
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handle_status_change(parent, 'Replied', apply_sla_for_resolution)
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update_response_and_resolution_metrics(parent, apply_sla_for_resolution)
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update_agreement_status(parent, apply_sla_for_resolution)
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parent.save()
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def handle_hold_time(doc, meta, status):
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if meta.has_field("service_level_agreement") and doc.service_level_agreement:
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# set response and resolution variance as None as the issue is on Hold for status as Replied
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hold_statuses = [entry.status for entry in frappe.db.get_all("Pause SLA On Status", filters={
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"parent": doc.service_level_agreement
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}, fields=["status"])]
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def reset_expected_response_and_resolution(doc):
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update_values = {}
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if not hold_statuses:
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return
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if meta.has_field("status") and doc.status in hold_statuses and status not in hold_statuses:
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apply_hold_status(doc, meta)
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# calculate hold time when status is changed from any hold status to any non-hold status
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if meta.has_field("status") and doc.status not in hold_statuses and status in hold_statuses:
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reset_hold_status_and_update_hold_time(doc, meta)
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def apply_hold_status(doc, meta):
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update_values = {'on_hold_since': frappe.flags.current_time or now_datetime(doc.get("owner"))}
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if meta.has_field("first_responded_on") and not doc.first_responded_on:
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if doc.meta.has_field("first_responded_on") and not doc.first_responded_on:
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update_values['response_by'] = None
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update_values['response_by_variance'] = 0
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update_values['resolution_by'] = None
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update_values['resolution_by_variance'] = 0
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if doc.meta.has_field("resolution_by") and not doc.resolution_date:
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update_values['resolution_by'] = None
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update_values['resolution_by_variance'] = 0
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doc.db_set(update_values)
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def reset_hold_status_and_update_hold_time(doc, meta):
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hold_time = doc.total_hold_time if meta.has_field("total_hold_time") and doc.total_hold_time else 0
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now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
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last_hold_time = 0
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update_values = {}
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def set_response_by_and_variance(doc, start_date_time, priority):
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if doc.meta.has_field("response_by"):
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doc.response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
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if doc.meta.has_field("total_hold_time") and doc.total_hold_time:
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doc.response_by = add_to_date(doc.response_by, seconds=round(doc.total_hold_time))
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if meta.has_field("on_hold_since") and doc.on_hold_since:
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# last_hold_time will be added to the sla variables
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last_hold_time = time_diff_in_seconds(now_time, doc.on_hold_since)
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update_values['total_hold_time'] = hold_time + last_hold_time
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if doc.meta.has_field("response_by_variance") and not doc.get('first_responded_on'):
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now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
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doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, now_time), 2)
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# re-calculate SLA variables after issue changes from any hold status to any non-hold status
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start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
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priority = get_priority(doc)
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now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
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if doc.meta.has_field("response_by_variance") and doc.get('first_responded_on'):
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doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, doc.get('first_responded_on')), 2)
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# add hold time to response by variance
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if meta.has_field("first_responded_on") and not doc.first_responded_on:
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response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
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response_by = add_to_date(response_by, seconds=round(last_hold_time))
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response_by_variance = round(time_diff_in_seconds(response_by, now_time))
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update_values['response_by'] = response_by
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update_values['response_by_variance'] = response_by_variance + last_hold_time
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def set_resolution_by_and_variance(doc, start_date_time, priority):
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if doc.meta.has_field("resolution_by"):
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doc.resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
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if doc.meta.has_field("total_hold_time") and doc.total_hold_time:
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doc.resolution_by = add_to_date(doc.resolution_by, seconds=round(doc.total_hold_time))
|
||||
|
||||
# add hold time to resolution by variance
|
||||
if frappe.db.get_value("Service Level Agreement", doc.service_level_agreement, "apply_sla_for_resolution"):
|
||||
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_seconds(resolution_by, now_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)
|
||||
|
||||
update_values['resolution_by'] = resolution_by
|
||||
update_values['resolution_by_variance'] = resolution_by_variance + last_hold_time
|
||||
|
||||
update_values['on_hold_since'] = None
|
||||
|
||||
doc.db_set(update_values)
|
||||
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():
|
||||
@ -808,45 +768,37 @@ def update_agreement_status_on_custom_status(doc):
|
||||
|
||||
meta = frappe.get_meta(doc.doctype)
|
||||
now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
|
||||
if meta.has_field("first_responded_on") and not doc.first_responded_on:
|
||||
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 meta.has_field("first_responded_on") and doc.first_responded_on:
|
||||
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 meta.has_field("resolution_date") and not doc.resolution_date:
|
||||
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 meta.has_field("resolution_date") and doc.resolution_date:
|
||||
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 meta.has_field("agreement_status"):
|
||||
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"
|
||||
|
||||
|
||||
def update_agreement_status(doc, meta):
|
||||
if meta.has_field("service_level_agreement") and meta.has_field("agreement_status") and \
|
||||
doc.service_level_agreement and doc.agreement_status == "Ongoing":
|
||||
|
||||
apply_sla_for_resolution = frappe.db.get_value("Service Level Agreement", doc.service_level_agreement,
|
||||
"apply_sla_for_resolution")
|
||||
|
||||
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 meta.has_field("response_by_variance") and meta.has_field("resolution_by_variance"):
|
||||
if cint(frappe.db.get_value(doc.doctype, doc.name, "response_by_variance")) < 0 or \
|
||||
cint(frappe.db.get_value(doc.doctype, doc.name, "resolution_by_variance")) < 0:
|
||||
|
||||
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 meta.has_field("response_by_variance") and \
|
||||
cint(frappe.db.get_value(doc.doctype, doc.name, "response_by_variance")) < 0:
|
||||
if doc.meta.has_field("response_by_variance") and doc.response_by_variance < 0:
|
||||
doc.agreement_status = "Failed"
|
||||
else:
|
||||
doc.agreement_status = "Fulfilled"
|
||||
@ -862,25 +814,6 @@ def get_time_in_timedelta(time):
|
||||
return datetime.timedelta(hours=time.hour, minutes=time.minute, seconds=time.second)
|
||||
|
||||
|
||||
def set_response_by_and_variance(doc, meta, start_date_time, priority):
|
||||
if meta.has_field("response_by"):
|
||||
doc.response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
|
||||
|
||||
if 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)
|
||||
elif 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, meta, start_date_time, priority):
|
||||
if meta.has_field("resolution_by"):
|
||||
doc.resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
|
||||
|
||||
if 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)
|
||||
|
||||
|
||||
def now_datetime(user):
|
||||
dt = convert_utc_to_user_timezone(datetime.utcnow(), user)
|
||||
return dt.replace(tzinfo=None)
|
||||
|
||||
Loading…
x
Reference in New Issue
Block a user