test: Issue Metrics
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@ -76,9 +76,9 @@ class Issue(Document):
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self.agreement_fulfilled = "Ongoing"
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set_service_level_agreement_variance(issue=self.name)
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self.handle_hold_time()
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self.handle_hold_time(status)
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def handle_hold_time(self):
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def handle_hold_time(self, status):
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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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if self.status == "Replied" and status != "Replied":
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self.on_hold_since = frappe.flags.current_time or now_datetime()
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@ -91,24 +91,26 @@ class Issue(Document):
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# calculate hold time when status is changed from Replied to any other status
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if self.status != "Replied" and status == "Replied":
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hold_time = self.total_hold_time if self.total_hold_time else 0
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self.total_hold_time = hold_time + time_diff_in_seconds(now_datetime(), self.on_hold_since)
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now_time = frappe.flags.current_time or now_datetime()
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self.total_hold_time = hold_time + time_diff_in_seconds(now_time, self.on_hold_since)
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# re-calculate SLA variables after issue changes from Replied to Open
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# add hold time to SLA variables
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if self.status == "Open" and status == "Replied":
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start_date_time = get_datetime(self.service_level_agreement_creation)
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priority = get_priority(self)
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now_time = frappe.flags.current_time or now_datetime()
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hold_time = time_diff_in_seconds(now_datetime(), self.on_hold_since)
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if not self.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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self.response_by = add_to_date(response_by, seconds=round(hold_time))
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response_by_variance = round(time_diff_in_hours(self.response_by, now_datetime()))
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response_by_variance = round(time_diff_in_hours(self.response_by, now_time))
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self.response_by_variance = response_by_variance + (hold_time // 3600)
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resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
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self.resolution_by = add_to_date(resolution_by, seconds=round(hold_time))
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resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_datetime()))
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resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_time))
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self.resolution_by_variance = resolution_by_variance + (hold_time // 3600)
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self.on_hold_since = None
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@ -377,7 +379,7 @@ def set_average_response_time(issue):
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def set_resolution_time(issue):
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# total time taken from issue creation to closing
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resolution_time = time_diff_in_seconds(now_datetime(), issue.creation)
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resolution_time = time_diff_in_seconds(issue.resolution_date, issue.creation)
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issue.db_set("resolution_time", resolution_time)
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@ -399,7 +401,7 @@ def set_user_resolution_time(issue):
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pending_time.append(wait_time)
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total_pending_time = sum(pending_time)
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resolution_time_in_secs = time_diff_in_seconds(now_datetime(), issue.creation)
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resolution_time_in_secs = time_diff_in_seconds(issue.resolution_date, issue.creation)
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user_resolution_time = resolution_time_in_secs - total_pending_time
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issue.db_set("user_resolution_time", user_resolution_time)
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@ -10,10 +10,13 @@ import datetime
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from datetime import timedelta
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class TestIssue(unittest.TestCase):
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def test_response_time_and_resolution_time_based_on_different_sla(self):
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def setUp(self):
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frappe.db.sql("delete from `tabService Level Agreement`")
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frappe.db.sql("delete from `tabEmployee`")
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frappe.db.set_value("Support Settings", None, "track_service_level_agreement", 1)
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create_service_level_agreements_for_issues()
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def test_response_time_and_resolution_time_based_on_different_sla(self):
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creation = datetime.datetime(2019, 3, 4, 12, 0)
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# make issue with customer specific SLA
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@ -72,6 +75,33 @@ class TestIssue(unittest.TestCase):
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self.assertEqual(issue.agreement_fulfilled, 'Fulfilled')
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def test_issue_metrics(self):
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creation = datetime.datetime(2020, 3, 4, 4, 0)
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# make issue with customer specific SLA
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customer = create_customer("_Test Customer", "__Test SLA Customer Group", "__Test SLA Territory")
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issue = make_issue(creation, "_Test Customer", 1)
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create_communication(issue.name, "test@example.com", "Received", creation)
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creation = datetime.datetime(2020, 3, 4, 4, 15)
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create_communication(issue.name, "test@admin.com", "Sent", creation)
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creation = datetime.datetime(2020, 3, 4, 5, 0)
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create_communication(issue.name, "test@example.com", "Received", creation)
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creation = datetime.datetime(2020, 3, 4, 5, 5)
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create_communication(issue.name, "test@admin.com", "Sent", creation)
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issue = frappe.get_doc('Issue', issue.name)
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frappe.flags.current_time = datetime.datetime(2020, 3, 4, 5, 5)
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issue.status = 'Closed'
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issue.save()
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self.assertEqual(issue.avg_response_time, 600)
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self.assertEqual(issue.resolution_time, 3900)
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self.assertEqual(issue.user_resolution_time, 1200)
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def make_issue(creation=None, customer=None, index=0):
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issue = frappe.get_doc({
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@ -86,6 +116,7 @@ def make_issue(creation=None, customer=None, index=0):
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return issue
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def create_customer(name, customer_group, territory):
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create_customer_group(customer_group)
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@ -99,6 +130,7 @@ def create_customer(name, customer_group, territory):
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"territory": territory
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}).insert(ignore_permissions=True)
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def create_customer_group(customer_group):
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if not frappe.db.exists("Customer Group", {"customer_group_name": customer_group}):
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@ -107,6 +139,7 @@ def create_customer_group(customer_group):
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"customer_group_name": customer_group
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}).insert(ignore_permissions=True)
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def create_territory(territory):
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if not frappe.db.exists("Territory", {"territory_name": territory}):
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@ -114,3 +147,20 @@ def create_territory(territory):
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"doctype": "Territory",
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"territory_name": territory,
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}).insert(ignore_permissions=True)
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def create_communication(reference_name, sender, sent_or_received, creation):
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issue = frappe.get_doc({
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"doctype": "Communication",
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"communication_type": "Communication",
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"communication_medium": "Email",
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"sent_or_received": sent_or_received,
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"email_status": "Open",
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"subject": "Test Issue",
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"sender": sender,
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"content": "Test",
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"status": "Linked",
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"reference_doctype": "Issue",
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"creation": creation,
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"reference_name": reference_name
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}).insert(ignore_permissions=True)
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@ -16,7 +16,7 @@ class TestServiceLevelAgreement(unittest.TestCase):
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# Default Service Level Agreement
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create_default_service_level_agreement = create_service_level_agreement(default_service_level_agreement=1,
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holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
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entity_type=None, entity=None, response_time=4, resolution_time=6)
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entity_type=None, entity=None, response_time=14400, resolution_time=21600)
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get_default_service_level_agreement = get_service_level_agreement(default_service_level_agreement=1)
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@ -29,7 +29,7 @@ class TestServiceLevelAgreement(unittest.TestCase):
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customer = create_customer()
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create_customer_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
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holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
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entity_type="Customer", entity=customer, response_time=2, resolution_time=3)
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entity_type="Customer", entity=customer, response_time=7200, resolution_time=10800)
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get_customer_service_level_agreement = get_service_level_agreement(entity_type="Customer", entity=customer)
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self.assertEqual(create_customer_service_level_agreement.name, get_customer_service_level_agreement.name)
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@ -41,7 +41,7 @@ class TestServiceLevelAgreement(unittest.TestCase):
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customer_group = create_customer_group()
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create_customer_group_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
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holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
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entity_type="Customer Group", entity=customer_group, response_time=2, resolution_time=3)
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entity_type="Customer Group", entity=customer_group, response_time=7200, resolution_time=10800)
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get_customer_group_service_level_agreement = get_service_level_agreement(entity_type="Customer Group", entity=customer_group)
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self.assertEqual(create_customer_group_service_level_agreement.name, get_customer_group_service_level_agreement.name)
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@ -53,7 +53,7 @@ class TestServiceLevelAgreement(unittest.TestCase):
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territory = create_territory()
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create_territory_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
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holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
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entity_type="Territory", entity=territory, response_time=2, resolution_time=3)
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entity_type="Territory", entity=territory, response_time=7200, resolution_time=10800)
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get_territory_service_level_agreement = get_service_level_agreement(entity_type="Territory", entity=territory)
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self.assertEqual(create_territory_service_level_agreement.name, get_territory_service_level_agreement.name)
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@ -83,6 +83,7 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list
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"enable": 1,
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"service_level": "__Test Service Level",
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"default_service_level_agreement": default_service_level_agreement,
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"default_priority": "Medium",
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"holiday_list": holiday_list,
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"employee_group": employee_group,
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"entity_type": entity_type,
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@ -212,19 +213,19 @@ def create_territory():
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def create_service_level_agreements_for_issues():
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create_service_level_agreement(default_service_level_agreement=1, holiday_list="__Test Holiday List",
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employee_group="_Test Employee Group", entity_type=None, entity=None, response_time=4, resolution_time=6)
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employee_group="_Test Employee Group", entity_type=None, entity=None, response_time=14400, resolution_time=21600)
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create_customer()
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create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
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employee_group="_Test Employee Group", entity_type="Customer", entity="_Test Customer", response_time=2, resolution_time=3)
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employee_group="_Test Employee Group", entity_type="Customer", entity="_Test Customer", response_time=7200, resolution_time=10800)
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create_customer_group()
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create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
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employee_group="_Test Employee Group", entity_type="Customer Group", entity="_Test SLA Customer Group", response_time=2, resolution_time=3)
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employee_group="_Test Employee Group", entity_type="Customer Group", entity="_Test SLA Customer Group", response_time=7200, resolution_time=10800)
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create_territory()
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create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
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employee_group="_Test Employee Group", entity_type="Territory", entity="_Test SLA Territory", response_time=2, resolution_time=3)
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employee_group="_Test Employee Group", entity_type="Territory", entity="_Test SLA Territory", response_time=7200, resolution_time=10800)
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def make_holiday_list():
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holiday_list = frappe.db.exists("Holiday List", "__Test Holiday List")
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