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Merge pull request #21617 from ruchamahabal/sla-enhancements

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feat: Issue Metrics and SLA Enhancements
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Himanshu 2020-06-15 15:28:28 +05:30 committed by GitHub
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23 changed files with 644 additions and 550 deletions
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1
erpnext/patches.txt
View File

@ -697,3 +697,4 @@ execute:frappe.rename_doc("Desk Page", "Loan Management", "Loan", force=True)
erpnext.patches.v12_0.update_uom_conversion_factor
erpnext.patches.v13_0.delete_old_purchase_reports
erpnext.patches.v12_0.set_italian_import_supplier_invoice_permissions
erpnext.patches.v13_0.update_sla_enhancements

93
erpnext/patches/v13_0/update_sla_enhancements.py Normal file
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@ -0,0 +1,93 @@
# Copyright (c) 2018, Frappe and Contributors
# License: GNU General Public License v3. See license.txt
from __future__ import unicode_literals
import frappe
def execute():
# add holiday list and employee group fields in SLA
# change response and resolution time in priorities child table
if frappe.db.exists('DocType', 'Service Level Agreement'):
sla_details = frappe.db.get_all('Service Level Agreement', fields=['name', 'service_level'])
priorities = frappe.db.get_all('Service Level Priority', fields=['*'], filters={
'parenttype': ('in', ['Service Level Agreement', 'Service Level'])
})
frappe.reload_doc('support', 'doctype', 'service_level_agreement')
frappe.reload_doc('support', 'doctype', 'pause_sla_on_status')
frappe.reload_doc('support', 'doctype', 'service_level_priority')
frappe.reload_doc('support', 'doctype', 'service_day')
for entry in sla_details:
values = frappe.db.get_value('Service Level', entry.service_level, ['holiday_list', 'employee_group'])
if values:
holiday_list = values[0]
employee_group = values[1]
frappe.db.set_value('Service Level Agreement', entry.name, {
'holiday_list': holiday_list,
'employee_group': employee_group
})
priority_dict = {}
for priority in priorities:
if priority.parenttype == 'Service Level Agreement':
response_time = convert_to_seconds(priority.response_time, priority.response_time_period)
resolution_time = convert_to_seconds(priority.resolution_time, priority.resolution_time_period)
frappe.db.set_value('Service Level Priority', priority.name, {
'response_time': response_time,
'resolution_time': resolution_time
})
if priority.parenttype == 'Service Level':
if not priority.parent in priority_dict:
priority_dict[priority.parent] = []
priority_dict[priority.parent].append(priority)
# copy Service Levels to Service Level Agreements
sl = [entry.service_level for entry in sla_details]
if frappe.db.exists('DocType', 'Service Level'):
service_levels = frappe.db.get_all('Service Level', filters={'service_level': ('not in', sl)}, fields=['*'])
for entry in service_levels:
sla = frappe.new_doc('Service Level Agreement')
sla.service_level = entry.service_level
sla.holiday_list = entry.holiday_list
sla.employee_group = entry.employee_group
sla.flags.ignore_validate = True
sla = sla.insert(ignore_mandatory=True)
frappe.db.sql("""
UPDATE
`tabService Day`
SET
parent = %(new_parent)s , parentfield = 'support_and_resolution', parenttype = 'Service Level Agreement'
WHERE
parent = %(old_parent)s
""", {'new_parent': sla.name, 'old_parent': entry.name}, as_dict = 1)
priority_list = priority_dict.get(entry.name)
if priority_list:
sla = frappe.get_doc('Service Level Agreement', sla.name)
for priority in priority_list:
row = sla.append('priorities', {
'priority': priority.priority,
'default_priority': priority.default_priority,
'response_time': convert_to_seconds(priority.response_time, priority.response_time_period),
'resolution_time': convert_to_seconds(priority.resolution_time, priority.resolution_time_period)
})
row.db_update()
sla.db_update()
frappe.delete_doc_if_exists('DocType', 'Service Level')
def convert_to_seconds(value, unit):
seconds = 0
if unit == "Hour":
seconds = value * 3600
if unit == "Day":
seconds = value * 3600 * 24
if unit == "Week":
seconds = value * 3600 * 24 * 7
return seconds

1
erpnext/setup/install.py
View File

@ -105,3 +105,4 @@ def add_company_to_session_defaults():
"ref_doctype": "Company"
})
settings.save()

8
erpnext/support/desk_page/support/support.json
View File

@ -13,7 +13,7 @@
{
"hidden": 0,
"label": "Service Level Agreement",
"links": "[\n {\n \"description\": \"Service Level.\",\n \"label\": \"Service Level\",\n \"name\": \"Service Level\",\n \"type\": \"doctype\"\n },\n {\n \"description\": \"Service Level Agreement.\",\n \"label\": \"Service Level Agreement\",\n \"name\": \"Service Level Agreement\",\n \"type\": \"doctype\"\n }\n]"
"links": "[\n {\n \"description\": \"Service Level Agreement.\",\n \"label\": \"Service Level Agreement\",\n \"name\": \"Service Level Agreement\",\n \"type\": \"doctype\"\n }\n]"
},
{
"hidden": 0,
@ -43,7 +43,7 @@
"idx": 0,
"is_standard": 1,
"label": "Support",
"modified": "2020-05-28 13:51:23.869954",
"modified": "2020-06-04 11:54:56.124219",
"modified_by": "Administrator",
"module": "Support",
"name": "Support",
@ -65,8 +65,8 @@
"type": "DocType"
},
{
"label": "Service Level",
"link_to": "Service Level",
"label": "Service Level Agreement",
"link_to": "Service Level Agreement",
"type": "DocType"
}
]

30
erpnext/support/doctype/issue/issue.js
View File

@ -38,10 +38,35 @@ frappe.ui.form.on("Issue", {
},
refresh: function (frm) {
if (frm.doc.status !== "Closed" && frm.doc.agreement_fulfilled === "Ongoing") {
if (frm.doc.service_level_agreement) {
set_time_to_resolve_and_response(frm);
frappe.call({
'method': 'frappe.client.get',
args: {
doctype: 'Service Level Agreement',
name: frm.doc.service_level_agreement
},
callback: function(data) {
let statuses = data.message.pause_sla_on;
const hold_statuses = [];
$.each(statuses, (_i, entry) => {
hold_statuses.push(entry.status);
});
if (hold_statuses.includes(frm.doc.status)) {
frm.dashboard.clear_headline();
let message = {"indicator": "orange", "msg": __("SLA is on hold since {0}", [moment(frm.doc.on_hold_since).fromNow(true)])};
frm.dashboard.set_headline_alert(
'<div class="row">' +
'<div class="col-xs-12">' +
'<span class="indicator whitespace-nowrap '+ message.indicator +'"><span>'+ message.msg +'</span></span> ' +
'</div>' +
'</div>'
);
} else {
set_time_to_resolve_and_response(frm);
}
}
});
}
frm.add_custom_button(__("Close"), function () {
@ -55,6 +80,7 @@ frappe.ui.form.on("Issue", {
frm: frm
});
}, __("Make"));
} else {
if (frm.doc.service_level_agreement) {
frm.dashboard.clear_headline();

56
erpnext/support/doctype/issue/issue.json
View File

@ -31,9 +31,13 @@
"resolution_by",
"resolution_by_variance",
"service_level_agreement_creation",
"on_hold_since",
"total_hold_time",
"response",
"mins_to_first_response",
"first_responded_on",
"column_break_26",
"avg_response_time",
"additional_info",
"lead",
"contact",
@ -50,7 +54,9 @@
"resolution_date",
"content_type",
"attachment",
"via_customer_portal"
"via_customer_portal",
"resolution_time",
"user_resolution_time"
],
"fields": [
{
@ -114,7 +120,7 @@
"no_copy": 1,
"oldfieldname": "status",
"oldfieldtype": "Select",
"options": "Open\nReplied\nHold\nClosed",
"options": "Open\nReplied\nHold\nResolved\nClosed",
"search_index": 1
},
{
@ -161,6 +167,7 @@
"options": "Service Level Agreement"
},
{
"depends_on": "eval: doc.status != 'Replied';",
"fieldname": "response_by",
"fieldtype": "Datetime",
"label": "Response By",
@ -174,6 +181,7 @@
"read_only": 1
},
{
"depends_on": "eval: doc.status != 'Replied';",
"fieldname": "resolution_by",
"fieldtype": "Datetime",
"label": "Resolution By",
@ -328,7 +336,7 @@
"read_only": 1
},
{
"depends_on": "eval: doc.service_level_agreement",
"depends_on": "eval: doc.service_level_agreement && doc.status != 'Replied';",
"description": "in hours",
"fieldname": "response_by_variance",
"fieldtype": "Float",
@ -336,7 +344,7 @@
"read_only": 1
},
{
"depends_on": "eval: doc.service_level_agreement",
"depends_on": "eval: doc.service_level_agreement && doc.status != 'Replied';",
"description": "in hours",
"fieldname": "resolution_by_variance",
"fieldtype": "Float",
@ -362,12 +370,48 @@
"label": "Issue Split From",
"options": "Issue",
"read_only": 1
},
{
"fieldname": "column_break_26",
"fieldtype": "Column Break"
},
{
"bold": 1,
"fieldname": "avg_response_time",
"fieldtype": "Duration",
"label": "Average Response Time",
"read_only": 1
},
{
"fieldname": "resolution_time",
"fieldtype": "Duration",
"label": "Resolution Time",
"read_only": 1
},
{
"fieldname": "user_resolution_time",
"fieldtype": "Duration",
"label": "User Resolution Time",
"read_only": 1
},
{
"fieldname": "on_hold_since",
"fieldtype": "Datetime",
"hidden": 1,
"label": "On Hold Since",
"read_only": 1
},
{
"fieldname": "total_hold_time",
"fieldtype": "Duration",
"label": "Total Hold Time",
"read_only": 1
}
],
"icon": "fa fa-ticket",
"idx": 7,
"links": [],
"modified": "2020-03-13 02:19:49.477928",
"modified": "2020-06-10 12:47:37.146914",
"modified_by": "Administrator",
"module": "Support",
"name": "Issue",
@ -395,4 +439,4 @@
"title_field": "subject",
"track_changes": 1,
"track_seen": 1
}
}

172
erpnext/support/doctype/issue/issue.py
View File

@ -7,7 +7,7 @@ import json
from frappe import _
from frappe import utils
from frappe.model.document import Document
from frappe.utils import now, time_diff_in_hours, now_datetime, getdate, get_weekdays, add_to_date, today, get_time, get_datetime
from frappe.utils import time_diff_in_hours, now_datetime, getdate, get_weekdays, add_to_date, today, get_time, get_datetime, time_diff_in_seconds, time_diff
from datetime import datetime, timedelta
from frappe.model.mapper import get_mapped_doc
from frappe.utils.user import is_website_user
@ -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 \
@ -56,18 +56,70 @@ 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=="Closed" and status !="Closed":
if self.status in ["Closed", "Resolved"] and status not in ["Resolved", "Closed"]:
self.resolution_date = frappe.flags.current_time or now_datetime()
if frappe.db.get_value("Issue", self.name, "agreement_fulfilled") == "Ongoing":
set_service_level_agreement_variance(issue=self.name)
self.update_agreement_status()
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(status)
def handle_hold_time(self, status):
if self.service_level_agreement:
# set response and resolution variance as None as the issue is on Hold for status as Replied
pause_sla_on = frappe.db.get_all("Pause SLA On Status", fields=["status"],
filters={"parent": self.service_level_agreement})
hold_statuses = [entry.status for entry in pause_sla_on]
update_values = {}
if self.status in hold_statuses and status not in hold_statuses:
update_values['on_hold_since'] = frappe.flags.current_time or now_datetime()
if not self.first_responded_on:
update_values['response_by'] = None
update_values['response_by_variance'] = 0
update_values['resolution_by'] = None
update_values['resolution_by_variance'] = 0
# calculate hold time when status is changed from Replied to any other status
if self.status not in hold_statuses and status in hold_statuses:
hold_time = self.total_hold_time if self.total_hold_time else 0
now_time = frappe.flags.current_time or now_datetime()
update_values['total_hold_time'] = hold_time + time_diff_in_seconds(now_time, 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 in hold_statuses:
start_date_time = get_datetime(self.service_level_agreement_creation)
priority = get_priority(self)
now_time = frappe.flags.current_time or now_datetime()
hold_time = time_diff_in_seconds(now_time, 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)
update_values['response_by'] = add_to_date(response_by, seconds=round(hold_time))
response_by_variance = round(time_diff_in_hours(self.response_by, now_time))
update_values['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)
update_values['resolution_by'] = add_to_date(resolution_by, seconds=round(hold_time))
resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_time))
update_values['resolution_by_variance'] = resolution_by_variance + (hold_time // 3600)
update_values['on_hold_since'] = None
self.db_set(update_values)
def update_agreement_status(self):
if self.service_level_agreement and self.agreement_fulfilled == "Ongoing":
@ -128,6 +180,7 @@ class Issue(Document):
replicated_issue.response_by_variance = None
replicated_issue.resolution_by = None
replicated_issue.resolution_by_variance = None
replicated_issue.reset_issue_metrics()
frappe.get_doc(replicated_issue).insert()
@ -137,7 +190,7 @@ 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)
@ -173,20 +226,15 @@ 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()))
@ -221,36 +269,41 @@ class Issue(Document):
self.agreement_fulfilled = "Ongoing"
self.save()
def reset_issue_metrics(self):
self.db_set("resolution_time", None)
self.db_set("user_resolution_time", None)
def get_priority(issue):
service_level_agreement = frappe.get_doc("Service Level Agreement", issue.service_level_agreement)
priority = service_level_agreement.get_service_level_agreement_priority(issue.priority)
priority.update({
"support_and_resolution": service_level_agreement.support_and_resolution,
"holiday_list": service_level_agreement.holiday_list
})
return priority
def get_expected_time_for(parameter, service_level, start_date_time):
current_date_time = start_date_time
expected_time = current_date_time
start_time = None
end_time = None
# lets assume response time is in days by default
if parameter == 'response':
allotted_days = service_level.get("response_time")
time_period = service_level.get("response_time_period")
elif parameter == 'resolution':
allotted_days = service_level.get("resolution_time")
time_period = service_level.get("resolution_time_period")
if parameter == "response":
allotted_seconds = service_level.get("response_time")
elif parameter == "resolution":
allotted_seconds = service_level.get("resolution_time")
else:
frappe.throw(_("{0} parameter is invalid").format(parameter))
allotted_hours = 0
if time_period == 'Hour':
allotted_hours = allotted_days
allotted_days = 0
elif time_period == 'Week':
allotted_days *= 7
expected_time_is_set = 1 if allotted_days == 0 and time_period in ['Day', 'Week'] else 0
expected_time_is_set = 0
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"))
@ -264,25 +317,22 @@ def get_expected_time_for(parameter, service_level, start_date_time):
if getdate(current_date_time) == getdate(start_date_time) and get_time_in_timedelta(current_date_time.time()) > support_days[current_weekday].start_time \
else support_days[current_weekday].start_time
end_time = support_days[current_weekday].end_time
time_left_today = time_diff_in_hours(end_time, start_time)
time_left_today = time_diff_in_seconds(end_time, start_time)
# no time left for support today
if time_left_today < 0: pass
elif time_period == 'Hour':
if time_left_today >= allotted_hours:
if time_left_today <= 0: pass
elif allotted_seconds:
if time_left_today >= allotted_seconds:
expected_time = datetime.combine(getdate(current_date_time), get_time(start_time))
expected_time = add_to_date(expected_time, hours=allotted_hours)
expected_time = add_to_date(expected_time, seconds=allotted_seconds)
expected_time_is_set = 1
else:
allotted_hours = allotted_hours - time_left_today
else:
allotted_days -= 1
expected_time_is_set = allotted_days <= 0
allotted_seconds = allotted_seconds - time_left_today
if not expected_time_is_set:
current_date_time = add_to_date(current_date_time, days=1)
if end_time and time_period != 'Hour':
if end_time and allotted_seconds >= 86400:
current_date_time = datetime.combine(getdate(current_date_time), get_time(end_time))
else:
current_date_time = expected_time
@ -311,6 +361,36 @@ def set_service_level_agreement_variance(issue=None):
if variance < 0:
frappe.db.set_value(dt="Issue", dn=doc.name, field="agreement_fulfilled", val="Failed", update_modified=False)
def set_resolution_time(issue):
# total time taken from issue creation to closing
resolution_time = time_diff_in_seconds(issue.resolution_date, issue.creation)
issue.db_set("resolution_time", resolution_time)
def set_user_resolution_time(issue):
# total time taken by a user to close the issue apart from wait_time
communications = frappe.get_list("Communication", filters={
"reference_doctype": issue.doctype,
"reference_name": issue.name
},
fields=["sent_or_received", "name", "creation"],
order_by="creation"
)
pending_time = []
for i in range(len(communications)):
if communications[i].sent_or_received == "Received" and communications[i-1].sent_or_received == "Sent":
wait_time = time_diff_in_seconds(communications[i].creation, communications[i-1].creation)
if wait_time > 0:
pending_time.append(wait_time)
total_pending_time = sum(pending_time)
resolution_time_in_secs = time_diff_in_seconds(issue.resolution_date, issue.creation)
user_resolution_time = resolution_time_in_secs - total_pending_time
issue.db_set("user_resolution_time", user_resolution_time)
def get_list_context(context=None):
return {
"title": _("Issues"),
@ -318,7 +398,7 @@ 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
}
@ -326,12 +406,12 @@ 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():

87
erpnext/support/doctype/issue/test_issue.py
View File

@ -10,10 +10,13 @@ import datetime
from datetime import timedelta
class TestIssue(unittest.TestCase):
def test_response_time_and_resolution_time_based_on_different_sla(self):
def setUp(self):
frappe.db.sql("delete from `tabService Level Agreement`")
frappe.db.sql("delete from `tabEmployee`")
frappe.db.set_value("Support Settings", None, "track_service_level_agreement", 1)
create_service_level_agreements_for_issues()
def test_response_time_and_resolution_time_based_on_different_sla(self):
creation = datetime.datetime(2019, 3, 4, 12, 0)
# make issue with customer specific SLA
@ -72,8 +75,67 @@ class TestIssue(unittest.TestCase):
self.assertEqual(issue.agreement_fulfilled, 'Fulfilled')
def make_issue(creation=None, customer=None, index=0):
def test_issue_metrics(self):
creation = datetime.datetime(2020, 3, 4, 4, 0)
issue = make_issue(creation, index=1)
create_communication(issue.name, "test@example.com", "Received", creation)
creation = datetime.datetime(2020, 3, 4, 4, 15)
create_communication(issue.name, "test@admin.com", "Sent", creation)
creation = datetime.datetime(2020, 3, 4, 5, 0)
create_communication(issue.name, "test@example.com", "Received", creation)
creation = datetime.datetime(2020, 3, 4, 5, 5)
create_communication(issue.name, "test@admin.com", "Sent", creation)
frappe.flags.current_time = datetime.datetime(2020, 3, 4, 5, 5)
issue.reload()
issue.status = 'Closed'
issue.save()
self.assertEqual(issue.avg_response_time, 600)
self.assertEqual(issue.resolution_time, 3900)
self.assertEqual(issue.user_resolution_time, 1200)
def test_hold_time_on_replied(self):
creation = datetime.datetime(2020, 3, 4, 4, 0)
issue = make_issue(creation, index=1)
create_communication(issue.name, "test@example.com", "Received", creation)
creation = datetime.datetime(2020, 3, 4, 4, 15)
create_communication(issue.name, "test@admin.com", "Sent", creation)
frappe.flags.current_time = datetime.datetime(2020, 3, 4, 4, 15)
issue.reload()
issue.status = 'Replied'
issue.save()
self.assertEqual(issue.on_hold_since, frappe.flags.current_time)
creation = datetime.datetime(2020, 3, 4, 5, 0)
frappe.flags.current_time = datetime.datetime(2020, 3, 4, 5, 0)
create_communication(issue.name, "test@example.com", "Received", creation)
issue.reload()
self.assertEqual(issue.total_hold_time, 2700)
self.assertEqual(issue.resolution_by, datetime.datetime(2020, 3, 4, 16, 45))
creation = datetime.datetime(2020, 3, 4, 5, 5)
create_communication(issue.name, "test@admin.com", "Sent", creation)
frappe.flags.current_time = datetime.datetime(2020, 3, 4, 5, 5)
issue.reload()
issue.status = 'Closed'
issue.save()
issue.reload()
self.assertEqual(issue.total_hold_time, 2700)
def make_issue(creation=None, customer=None, index=0):
issue = frappe.get_doc({
"doctype": "Issue",
"subject": "Service Level Agreement Issue {0}".format(index),
@ -86,6 +148,7 @@ def make_issue(creation=None, customer=None, index=0):
return issue
def create_customer(name, customer_group, territory):
create_customer_group(customer_group)
@ -99,6 +162,7 @@ def create_customer(name, customer_group, territory):
"territory": territory
}).insert(ignore_permissions=True)
def create_customer_group(customer_group):
if not frappe.db.exists("Customer Group", {"customer_group_name": customer_group}):
@ -107,6 +171,7 @@ def create_customer_group(customer_group):
"customer_group_name": customer_group
}).insert(ignore_permissions=True)
def create_territory(territory):
if not frappe.db.exists("Territory", {"territory_name": territory}):
@ -114,3 +179,21 @@ def create_territory(territory):
"doctype": "Territory",
"territory_name": territory,
}).insert(ignore_permissions=True)
def create_communication(reference_name, sender, sent_or_received, creation):
issue = frappe.get_doc({
"doctype": "Communication",
"communication_type": "Communication",
"communication_medium": "Email",
"sent_or_received": sent_or_received,
"email_status": "Open",
"subject": "Test Issue",
"sender": sender,
"content": "Test",
"status": "Linked",
"reference_doctype": "Issue",
"creation": creation,
"reference_name": reference_name
})
issue.save()

0
erpnext/support/doctype/service_level/__init__.py → erpnext/support/doctype/pause_sla_on_status/__init__.py
View File

33
erpnext/support/doctype/pause_sla_on_status/pause_sla_on_status.json Normal file
View File

@ -0,0 +1,33 @@
{
"actions": [],
"creation": "2020-06-05 13:59:43.265588",
"doctype": "DocType",
"editable_grid": 1,
"engine": "InnoDB",
"field_order": [
"status"
],
"fields": [
{
"fieldname": "status",
"fieldtype": "Select",
"in_list_view": 1,
"label": "Status",
"reqd": 1,
"show_days": 1,
"show_seconds": 1
}
],
"istable": 1,
"links": [],
"modified": "2020-06-05 15:15:29.986608",
"modified_by": "Administrator",
"module": "Support",
"name": "Pause SLA On Status",
"owner": "Administrator",
"permissions": [],
"quick_entry": 1,
"sort_field": "modified",
"sort_order": "DESC",
"track_changes": 1
}

10
erpnext/support/doctype/pause_sla_on_status/pause_sla_on_status.py Normal file
View File

@ -0,0 +1,10 @@
# -*- coding: utf-8 -*-
# Copyright (c) 2020, Frappe Technologies Pvt. Ltd. and contributors
# For license information, please see license.txt
from __future__ import unicode_literals
# import frappe
from frappe.model.document import Document
class PauseSLAOnStatus(Document):
pass

6
erpnext/support/doctype/service_level/service_level.js
View File

@ -1,6 +0,0 @@
// Copyright (c) 2018, Frappe Technologies Pvt. Ltd. and contributors
// For license information, please see license.txt
frappe.ui.form.on('Service Level', {
});

111
erpnext/support/doctype/service_level/service_level.json
View File

@ -1,111 +0,0 @@
{
"autoname": "field:service_level",
"creation": "2018-11-19 12:44:30.407502",
"doctype": "DocType",
"editable_grid": 1,
"engine": "InnoDB",
"field_order": [
"service_level",
"employee_group",
"column_break_2",
"holiday_list",
"default_priority",
"response_and_resoution_time",
"priorities",
"section_break_01",
"support_and_resolution"
],
"fields": [
{
"fieldname": "service_level",
"fieldtype": "Data",
"in_list_view": 1,
"label": "Level",
"reqd": 1,
"unique": 1
},
{
"fieldname": "column_break_2",
"fieldtype": "Column Break"
},
{
"fieldname": "holiday_list",
"fieldtype": "Link",
"in_list_view": 1,
"label": "Holiday List (ignored during SLA calculation)",
"options": "Holiday List",
"reqd": 1
},
{
"fieldname": "employee_group",
"fieldtype": "Link",
"in_list_view": 1,
"label": "Employee Group",
"options": "Employee Group"
},
{
"fieldname": "response_and_resoution_time",
"fieldtype": "Section Break",
"label": "Response and Resoution Time"
},
{
"fieldname": "section_break_01",
"fieldtype": "Section Break",
"label": "Support Hours"
},
{
"fieldname": "support_and_resolution",
"fieldtype": "Table",
"label": "Support and Resolution",
"options": "Service Day",
"reqd": 1
},
{
"fieldname": "priorities",
"fieldtype": "Table",
"label": "Priorities",
"options": "Service Level Priority",
"reqd": 1
},
{
"fieldname": "default_priority",
"fieldtype": "Link",
"label": "Default Priority",
"options": "Issue Priority",
"read_only": 1
}
],
"modified": "2019-06-06 12:58:03.464056",
"modified_by": "Administrator",
"module": "Support",
"name": "Service Level",
"owner": "Administrator",
"permissions": [
{
"create": 1,
"delete": 1,
"email": 1,
"export": 1,
"print": 1,
"read": 1,
"report": 1,
"role": "System Manager",
"share": 1,
"write": 1
},
{
"create": 1,
"delete": 1,
"email": 1,
"export": 1,
"print": 1,
"read": 1,
"report": 1,
"role": "All",
"share": 1,
"write": 1
}
],
"sort_field": "modified",
"sort_order": "DESC"
}

95
erpnext/support/doctype/service_level/service_level.py
View File

@ -1,95 +0,0 @@
# -*- coding: utf-8 -*-
# Copyright (c) 2018, Frappe Technologies Pvt. Ltd. and contributors
# For license information, please see license.txt
from __future__ import unicode_literals
import frappe
from frappe import _
from frappe.model.document import Document
from datetime import datetime
from frappe.utils import get_weekdays
class ServiceLevel(Document):
def validate(self):
self.check_priorities()
self.check_support_and_resolution()
def check_priorities(self):
default_priority = []
priorities = []
for priority in self.priorities:
# Check if response and resolution time is set for every priority
if not (priority.response_time or priority.resolution_time):
frappe.throw(_("Set Response Time and Resolution for Priority {0} at index {1}.").format(priority.priority, priority.idx))
priorities.append(priority.priority)
if priority.default_priority:
default_priority.append(priority.default_priority)
if priority.response_time_period == "Hour":
response = priority.response_time * 0.0416667
elif priority.response_time_period == "Day":
response = priority.response_time
elif priority.response_time_period == "Week":
response = priority.response_time * 7
if priority.resolution_time_period == "Hour":
resolution = priority.resolution_time * 0.0416667
elif priority.resolution_time_period == "Day":
resolution = priority.resolution_time
elif priority.resolution_time_period == "Week":
resolution = priority.resolution_time * 7
if response > resolution:
frappe.throw(_("Response Time for {0} at index {1} can't be greater than Resolution Time.").format(priority.priority, priority.idx))
# Check if repeated priority
if not len(set(priorities)) == len(priorities):
repeated_priority = get_repeated(priorities)
frappe.throw(_("Priority {0} has been repeated.").format(repeated_priority))
# Check if repeated default priority
if not len(set(default_priority)) == len(default_priority):
frappe.throw(_("Select only one Priority as Default."))
# set default priority from priorities
try:
self.default_priority = next(d.priority for d in self.priorities if d.default_priority)
except Exception:
frappe.throw(_("Select a Default Priority."))
def check_support_and_resolution(self):
week = get_weekdays()
support_days = []
for support_and_resolution in self.support_and_resolution:
# Check if start and end time is set for every support day
if not (support_and_resolution.start_time or support_and_resolution.end_time):
frappe.throw(_("Set Start Time and End Time for \
Support Day {0} at index {1}.".format(support_and_resolution.workday, support_and_resolution.idx)))
support_days.append(support_and_resolution.workday)
support_and_resolution.idx = week.index(support_and_resolution.workday) + 1
if support_and_resolution.start_time >= support_and_resolution.end_time:
frappe.throw(_("Start Time can't be greater than or equal to End Time \
for {0}.".format(support_and_resolution.workday)))
# Check for repeated workday
if not len(set(support_days)) == len(support_days):
repeated_days = get_repeated(support_days)
frappe.throw(_("Workday {0} has been repeated.").format(repeated_days))
def get_repeated(values):
unique_list = []
diff = []
for value in values:
if value not in unique_list:
unique_list.append(str(value))
else:
if value not in diff:
diff.append(str(value))
return " ".join(diff)

12
erpnext/support/doctype/service_level/service_level_dashboard.py
View File

@ -1,12 +0,0 @@
from frappe import _
def get_data():
return {
'fieldname': 'service_level',
'transactions': [
{
'label': _('Service Level Agreement'),
'items': ['Service Level Agreement']
}
]
}

149
erpnext/support/doctype/service_level/test_service_level.py
View File

@ -1,149 +0,0 @@
# -*- coding: utf-8 -*-
# Copyright (c) 2018, Frappe Technologies Pvt. Ltd. and Contributors
# See license.txt
from __future__ import unicode_literals
from erpnext.hr.doctype.employee_group.test_employee_group import make_employee_group
from erpnext.support.doctype.issue_priority.test_issue_priority import make_priorities
import frappe
import unittest
class TestServiceLevel(unittest.TestCase):
def test_service_level(self):
employee_group = make_employee_group()
make_holiday_list()
make_priorities()
# Default Service Level
test_make_service_level = create_service_level("__Test Service Level", "__Test Holiday List", employee_group, 4, 6)
get_make_service_level = get_service_level("__Test Service Level")
self.assertEqual(test_make_service_level.name, get_make_service_level.name)
self.assertEqual(test_make_service_level.holiday_list, get_make_service_level.holiday_list)
self.assertEqual(test_make_service_level.employee_group, get_make_service_level.employee_group)
# Service Level
test_make_service_level = create_service_level("_Test Service Level", "__Test Holiday List", employee_group, 2, 3)
get_make_service_level = get_service_level("_Test Service Level")
self.assertEqual(test_make_service_level.name, get_make_service_level.name)
self.assertEqual(test_make_service_level.holiday_list, get_make_service_level.holiday_list)
self.assertEqual(test_make_service_level.employee_group, get_make_service_level.employee_group)
def create_service_level(service_level, holiday_list, employee_group, response_time, resolution_time):
sl = frappe.get_doc({
"doctype": "Service Level",
"service_level": service_level,
"holiday_list": holiday_list,
"employee_group": employee_group,
"priorities": [
{
"priority": "Low",
"response_time": response_time,
"response_time_period": "Hour",
"resolution_time": resolution_time,
"resolution_time_period": "Hour",
},
{
"priority": "Medium",
"response_time": response_time,
"default_priority": 1,
"response_time_period": "Hour",
"resolution_time": resolution_time,
"resolution_time_period": "Hour",
},
{
"priority": "High",
"response_time": response_time,
"response_time_period": "Hour",
"resolution_time": resolution_time,
"resolution_time_period": "Hour",
}
],
"support_and_resolution": [
{
"workday": "Monday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Tuesday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Wednesday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Thursday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Friday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Saturday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Sunday",
"start_time": "10:00:00",
"end_time": "18:00:00",
}
]
})
sl_exists = frappe.db.exists("Service Level", {"service_level": service_level})
if not sl_exists:
sl.insert()
return sl
else:
return frappe.get_doc("Service Level", {"service_level": service_level})
def get_service_level(service_level):
return frappe.get_doc("Service Level", service_level)
def make_holiday_list():
holiday_list = frappe.db.exists("Holiday List", "__Test Holiday List")
if not holiday_list:
now = frappe.utils.now_datetime()
holiday_list = frappe.get_doc({
"doctype": "Holiday List",
"holiday_list_name": "__Test Holiday List",
"from_date": "2019-01-01",
"to_date": "2019-12-31",
"holidays": [
{
"description": "Test Holiday 1",
"holiday_date": "2019-03-05"
},
{
"description": "Test Holiday 2",
"holiday_date": "2019-03-07"
},
{
"description": "Test Holiday 3",
"holiday_date": "2019-02-11"
},
]
}).insert()
def create_service_level_for_sla():
employee_group = make_employee_group()
make_holiday_list()
make_priorities()
# Default Service Level
create_service_level("__Test Service Level", "__Test Holiday List", employee_group, 4, 6)
# Service Level
create_service_level("_Test Service Level", "__Test Holiday List", employee_group, 2, 3)

35
erpnext/support/doctype/service_level_agreement/service_level_agreement.js
View File

@ -2,28 +2,15 @@
// For license information, please see license.txt
frappe.ui.form.on('Service Level Agreement', {
service_level: function(frm) {
frm.fields_dict.support_and_resolution.grid.remove_all();
frappe.call({
"method": "frappe.client.get",
args: {
doctype: "Service Level",
name: frm.doc.service_level
},
callback: function(data){
let count = Math.max(data.message.priorities.length, data.message.support_and_resolution.length);
let i = 0;
while (i < count){
if (data.message.priorities[i]) {
frm.add_child("priorities", data.message.priorities[i]);
}
if (data.message.support_and_resolution[i]) {
frm.add_child("support_and_resolution", data.message.support_and_resolution[i]);
}
i++;
}
frm.refresh();
}
setup: function(frm) {
let allow_statuses = [];
const exclude_statuses = ['Open', 'Closed', 'Resolved'];
frappe.model.with_doctype('Issue', () => {
let statuses = frappe.meta.get_docfield('Issue', 'status', frm.doc.name).options;
statuses = statuses.split('\n');
allow_statuses = statuses.filter((status) => !exclude_statuses.includes(status));
frappe.meta.get_docfield('Pause SLA On Status', 'status', frm.doc.name).options = [''].concat(allow_statuses);
});
},
});
}
});

70
erpnext/support/doctype/service_level_agreement/service_level_agreement.json
View File

@ -1,4 +1,5 @@
{
"actions": [],
"autoname": "format:SLA-{service_level}-{####}",
"creation": "2018-12-26 21:08:15.448812",
"doctype": "DocType",
@ -6,12 +7,13 @@
"engine": "InnoDB",
"field_order": [
"enable",
"section_break_2",
"service_level",
"default_priority",
"default_service_level_agreement",
"holiday_list",
"column_break_2",
"employee_group",
"default_priority",
"holiday_list",
"entity_section",
"entity_type",
"column_break_10",
@ -21,49 +23,40 @@
"active",
"column_break_7",
"end_date",
"section_break_18",
"pause_sla_on",
"response_and_resolution_time_section",
"priorities",
"support_and_resolution_section_break",
"support_and_resolution"
],
"fields": [
{
"default": "0",
"depends_on": "eval: !doc.customer;",
"fieldname": "default_service_level_agreement",
"fieldtype": "Check",
"label": "Default Service Level Agreement"
},
{
"fieldname": "service_level",
"fieldtype": "Link",
"fieldtype": "Data",
"in_list_view": 1,
"in_standard_filter": 1,
"label": "Service Level",
"options": "Service Level",
"reqd": 1
},
{
"fetch_from": "service_level.holiday_list",
"fieldname": "holiday_list",
"fieldtype": "Link",
"label": "Holiday List",
"options": "Holiday List",
"read_only": 1
"reqd": 1
},
{
"fieldname": "column_break_2",
"fieldtype": "Column Break"
},
{
"fetch_from": "service_level.employee_group",
"fieldname": "employee_group",
"fieldtype": "Link",
"in_list_view": 1,
"in_standard_filter": 1,
"label": "Employee Group",
"options": "Employee Group",
"read_only": 1
"options": "Employee Group"
},
{
"fieldname": "agreement_details_section",
@ -103,21 +96,15 @@
"fieldname": "support_and_resolution",
"fieldtype": "Table",
"label": "Support and Resolution",
"options": "Service Day"
"options": "Service Day",
"reqd": 1
},
{
"fieldname": "priorities",
"fieldtype": "Table",
"label": "Priorities",
"options": "Service Level Priority"
},
{
"fetch_from": "service_level.default_priority",
"fieldname": "default_priority",
"fieldtype": "Link",
"label": "Default Priority",
"options": "Issue Priority",
"read_only": 1
"options": "Service Level Priority",
"reqd": 1
},
{
"default": "1",
@ -156,9 +143,38 @@
"fieldname": "enable",
"fieldtype": "Check",
"label": "Enable"
},
{
"fieldname": "section_break_2",
"fieldtype": "Section Break"
},
{
"default": "0",
"fieldname": "default_service_level_agreement",
"fieldtype": "Check",
"label": "Default Service Level Agreement"
},
{
"fieldname": "default_priority",
"fieldtype": "Link",
"label": "Default Priority",
"options": "Issue Priority",
"read_only": 1
},
{
"fieldname": "section_break_18",
"fieldtype": "Section Break",
"hide_border": 1
},
{
"fieldname": "pause_sla_on",
"fieldtype": "Table",
"label": "Pause SLA On",
"options": "Pause SLA On Status"
}
],
"modified": "2019-07-09 17:22:16.402939",
"links": [],
"modified": "2020-06-10 12:30:15.050785",
"modified_by": "Administrator",
"module": "Support",
"name": "Service Level Agreement",

81
erpnext/support/doctype/service_level_agreement/service_level_agreement.py
View File

@ -6,11 +6,73 @@ from __future__ import unicode_literals
import frappe
from frappe.model.document import Document
from frappe import _
from frappe.utils import getdate
from frappe.utils import getdate, get_weekdays
class ServiceLevelAgreement(Document):
def validate(self):
self.validate_doc()
self.check_priorities()
self.check_support_and_resolution()
def check_priorities(self):
default_priority = []
priorities = []
for priority in self.priorities:
# Check if response and resolution time is set for every priority
if not (priority.response_time or priority.resolution_time):
frappe.throw(_("Set Response Time and Resolution for Priority {0} at index {1}.").format(priority.priority, priority.idx))
priorities.append(priority.priority)
if priority.default_priority:
default_priority.append(priority.default_priority)
response = priority.response_time
resolution = priority.resolution_time
if response > resolution:
frappe.throw(_("Response Time for {0} at index {1} can't be greater than Resolution Time.").format(priority.priority, priority.idx))
# Check if repeated priority
if not len(set(priorities)) == len(priorities):
repeated_priority = get_repeated(priorities)
frappe.throw(_("Priority {0} has been repeated.").format(repeated_priority))
# Check if repeated default priority
if not len(set(default_priority)) == len(default_priority):
frappe.throw(_("Select only one Priority as Default."))
# set default priority from priorities
try:
self.default_priority = next(d.priority for d in self.priorities if d.default_priority)
except Exception:
frappe.throw(_("Select a Default Priority."))
def check_support_and_resolution(self):
week = get_weekdays()
support_days = []
for support_and_resolution in self.support_and_resolution:
# Check if start and end time is set for every support day
if not (support_and_resolution.start_time or support_and_resolution.end_time):
frappe.throw(_("Set Start Time and End Time for \
Support Day {0} at index {1}.".format(support_and_resolution.workday, support_and_resolution.idx)))
support_days.append(support_and_resolution.workday)
support_and_resolution.idx = week.index(support_and_resolution.workday) + 1
if support_and_resolution.start_time >= support_and_resolution.end_time:
frappe.throw(_("Start Time can't be greater than or equal to End Time \
for {0}.".format(support_and_resolution.workday)))
# Check for repeated workday
if not len(set(support_days)) == len(support_days):
repeated_days = get_repeated(support_days)
frappe.throw(_("Workday {0} has been repeated.").format(repeated_days))
def validate_doc(self):
if not frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
frappe.throw(_("Service Level Agreement tracking is not enabled."))
@ -35,9 +97,7 @@ class ServiceLevelAgreement(Document):
return frappe._dict({
"priority": priority.priority,
"response_time": priority.response_time,
"response_time_period": priority.response_time_period,
"resolution_time": priority.resolution_time,
"resolution_time_period": priority.resolution_time_period
"resolution_time": priority.resolution_time
})
def check_agreement_status():
@ -110,4 +170,15 @@ def get_service_level_agreement_filters(name, customer=None):
return {
"priority": [priority.priority for priority in frappe.get_list("Service Level Priority", filters={"parent": name}, fields=["priority"])],
"service_level_agreements": [d.name for d in frappe.get_list("Service Level Agreement", filters=filters, or_filters=or_filters)]
}
}
def get_repeated(values):
unique_list = []
diff = []
for value in values:
if value not in unique_list:
unique_list.append(str(value))
else:
if value not in diff:
diff.append(str(value))
return " ".join(diff)

88
erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
View File

@ -5,19 +5,20 @@ from __future__ import unicode_literals
import frappe
import unittest
from erpnext.support.doctype.service_level.test_service_level import create_service_level_for_sla
from erpnext.hr.doctype.employee_group.test_employee_group import make_employee_group
from erpnext.support.doctype.issue_priority.test_issue_priority import make_priorities
class TestServiceLevelAgreement(unittest.TestCase):
def test_service_level_agreement(self):
def setUp(self):
frappe.db.sql("delete from `tabService Level Agreement`")
frappe.db.set_value("Support Settings", None, "track_service_level_agreement", 1)
create_service_level_for_sla()
def test_service_level_agreement(self):
# Default Service Level Agreement
create_default_service_level_agreement = create_service_level_agreement(default_service_level_agreement=1,
service_level="__Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type=None, entity=None, response_time=4, resolution_time=6)
holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type=None, entity=None, response_time=14400, resolution_time=21600)
get_default_service_level_agreement = get_service_level_agreement(default_service_level_agreement=1)
self.assertEqual(create_default_service_level_agreement.name, get_default_service_level_agreement.name)
@ -28,8 +29,8 @@ class TestServiceLevelAgreement(unittest.TestCase):
# Service Level Agreement for Customer
customer = create_customer()
create_customer_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type="Customer", entity=customer, response_time=2, resolution_time=3)
holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type="Customer", entity=customer, response_time=7200, resolution_time=10800)
get_customer_service_level_agreement = get_service_level_agreement(entity_type="Customer", entity=customer)
self.assertEqual(create_customer_service_level_agreement.name, get_customer_service_level_agreement.name)
@ -40,8 +41,8 @@ class TestServiceLevelAgreement(unittest.TestCase):
# Service Level Agreement for Customer Group
customer_group = create_customer_group()
create_customer_group_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type="Customer Group", entity=customer_group, response_time=2, resolution_time=3)
holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type="Customer Group", entity=customer_group, response_time=7200, resolution_time=10800)
get_customer_group_service_level_agreement = get_service_level_agreement(entity_type="Customer Group", entity=customer_group)
self.assertEqual(create_customer_group_service_level_agreement.name, get_customer_group_service_level_agreement.name)
@ -52,8 +53,8 @@ class TestServiceLevelAgreement(unittest.TestCase):
# Service Level Agreement for Territory
territory = create_territory()
create_territory_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type="Territory", entity=territory, response_time=2, resolution_time=3)
holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type="Territory", entity=territory, response_time=7200, resolution_time=10800)
get_territory_service_level_agreement = get_service_level_agreement(entity_type="Territory", entity=territory)
self.assertEqual(create_territory_service_level_agreement.name, get_territory_service_level_agreement.name)
@ -71,14 +72,19 @@ def get_service_level_agreement(default_service_level_agreement=None, entity_typ
service_level_agreement = frappe.get_doc("Service Level Agreement", filters)
return service_level_agreement
def create_service_level_agreement(default_service_level_agreement, service_level, holiday_list, employee_group,
def create_service_level_agreement(default_service_level_agreement, holiday_list, employee_group,
response_time, entity_type, entity, resolution_time):
employee_group = make_employee_group()
make_holiday_list()
make_priorities()
service_level_agreement = frappe.get_doc({
"doctype": "Service Level Agreement",
"enable": 1,
"service_level": "__Test Service Level",
"default_service_level_agreement": default_service_level_agreement,
"service_level": service_level,
"default_priority": "Medium",
"holiday_list": holiday_list,
"employee_group": employee_group,
"entity_type": entity_type,
@ -109,6 +115,11 @@ def create_service_level_agreement(default_service_level_agreement, service_leve
"resolution_time_period": "Hour",
}
],
"pause_sla_on": [
{
"status": "Replied"
}
],
"support_and_resolution": [
{
"workday": "Monday",
@ -167,6 +178,7 @@ def create_service_level_agreement(default_service_level_agreement, service_leve
else:
return frappe.get_doc("Service Level Agreement", service_level_agreement_exists)
def create_customer():
customer = frappe.get_doc({
"doctype": "Customer",
@ -206,23 +218,41 @@ def create_territory():
return frappe.db.exists("Territory", {"territory_name": "_Test SLA Territory"})
def create_service_level_agreements_for_issues():
create_service_level_for_sla()
create_service_level_agreement(default_service_level_agreement=1,
service_level="__Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type=None, entity=None, response_time=4, resolution_time=6)
create_service_level_agreement(default_service_level_agreement=1, holiday_list="__Test Holiday List",
employee_group="_Test Employee Group", entity_type=None, entity=None, response_time=14400, resolution_time=21600)
create_customer()
create_service_level_agreement(default_service_level_agreement=0,
service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type="Customer", entity="_Test Customer", response_time=2, resolution_time=3)
create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
employee_group="_Test Employee Group", entity_type="Customer", entity="_Test Customer", response_time=7200, resolution_time=10800)
create_customer_group()
create_service_level_agreement(default_service_level_agreement=0,
service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type="Customer Group", entity="_Test SLA Customer Group", response_time=2, resolution_time=3)
create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
employee_group="_Test Employee Group", entity_type="Customer Group", entity="_Test SLA Customer Group", response_time=7200, resolution_time=10800)
create_territory()
create_service_level_agreement(default_service_level_agreement=0,
service_level="_Test Service Level", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type="Territory", entity="_Test SLA Territory", response_time=2, resolution_time=3)
create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
employee_group="_Test Employee Group", entity_type="Territory", entity="_Test SLA Territory", response_time=7200, resolution_time=10800)
def make_holiday_list():
holiday_list = frappe.db.exists("Holiday List", "__Test Holiday List")
if not holiday_list:
holiday_list = frappe.get_doc({
"doctype": "Holiday List",
"holiday_list_name": "__Test Holiday List",
"from_date": "2019-01-01",
"to_date": "2019-12-31",
"holidays": [
{
"description": "Test Holiday 1",
"holiday_date": "2019-03-05"
},
{
"description": "Test Holiday 2",
"holiday_date": "2019-03-07"
},
{
"description": "Test Holiday 3",
"holiday_date": "2019-02-11"
},
]
}).insert()

49
erpnext/support/doctype/service_level_priority/service_level_priority.json
View File

@ -1,4 +1,5 @@
{
"actions": [],
"creation": "2019-05-04 05:54:03.658991",
"doctype": "DocType",
"editable_grid": 1,
@ -9,10 +10,8 @@
"default_priority",
"sb_00",
"response_time",
"response_time_period",
"cb_00",
"resolution_time",
"resolution_time_period"
"resolution_time"
],
"fields": [
{
@ -28,16 +27,11 @@
"fieldtype": "Section Break"
},
{
"columns": 1,
"fieldname": "response_time",
"fieldtype": "Int",
"in_list_view": 1,
"label": "Response Time"
},
{
"columns": 1,
"columns": 2,
"fieldname": "resolution_time",
"fieldtype": "Int",
"fieldtype": "Duration",
"hide_days": 1,
"hide_seconds": 1,
"in_list_view": 1,
"label": "Resolution Time"
},
@ -45,36 +39,31 @@
"fieldname": "cb_00",
"fieldtype": "Column Break"
},
{
"columns": 2,
"fieldname": "response_time_period",
"fieldtype": "Select",
"in_list_view": 1,
"label": "Response Time Period",
"options": "Hour\nDay\nWeek"
},
{
"columns": 2,
"fieldname": "resolution_time_period",
"fieldtype": "Select",
"in_list_view": 1,
"label": "Resolution Time Period",
"options": "Hour\nDay\nWeek"
},
{
"fieldname": "cb_01",
"fieldtype": "Column Break"
},
{
"columns": 1,
"default": "0",
"fieldname": "default_priority",
"fieldtype": "Check",
"in_list_view": 1,
"label": "Default Priority"
},
{
"columns": 2,
"fieldname": "response_time",
"fieldtype": "Duration",
"hide_days": 1,
"hide_seconds": 1,
"in_list_view": 1,
"label": "First Response Time"
}
],
"istable": 1,
"modified": "2019-05-21 06:54:42.674377",
"links": [],
"modified": "2020-06-10 12:45:47.545915",
"modified_by": "Administrator",
"module": "Support",
"name": "Service Level Priority",
@ -84,4 +73,4 @@
"sort_field": "modified",
"sort_order": "DESC",
"track_changes": 1
}
}

2
erpnext/support/doctype/support_settings/support_settings.js
View File

@ -3,6 +3,6 @@
frappe.ui.form.on('Support Settings', {
refresh: function(frm) {
//
}
});

5
erpnext/support/doctype/support_settings/support_settings.json
View File

@ -1,4 +1,5 @@
{
"actions": [],
"creation": "2017-02-17 13:07:35.686409",
"doctype": "DocType",
"editable_grid": 1,
@ -122,13 +123,15 @@
},
{
"default": "0",
"depends_on": "eval:doc.track_service_level_agreement;",
"fieldname": "allow_resetting_service_level_agreement",
"fieldtype": "Check",
"label": "Allow Resetting Service Level Agreement"
}
],
"issingle": 1,
"modified": "2019-07-10 22:52:39.663873",
"links": [],
"modified": "2020-06-05 17:56:17.491684",
"modified_by": "Administrator",
"module": "Support",
"name": "Support Settings",