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test: Issue Metrics

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This commit is contained in:
Rucha Mahabal 2020-05-28 13:48:09 +05:30
parent f91ed4ce24
commit c8e8e29083
3 changed files with 69 additions and 16 deletions
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16
erpnext/support/doctype/issue/issue.py
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@ -76,9 +76,9 @@ class Issue(Document):
self.agreement_fulfilled = "Ongoing" self.agreement_fulfilled = "Ongoing"
set_service_level_agreement_variance(issue=self.name) set_service_level_agreement_variance(issue=self.name)
self.handle_hold_time() self.handle_hold_time(status)
def handle_hold_time(self): def handle_hold_time(self, status):
# set response and resolution variance as None as the issue is on Hold for status as Replied # set response and resolution variance as None as the issue is on Hold for status as Replied
if self.status == "Replied" and status != "Replied": if self.status == "Replied" and status != "Replied":
self.on_hold_since = frappe.flags.current_time or now_datetime() self.on_hold_since = frappe.flags.current_time or now_datetime()
@ -91,24 +91,26 @@ class Issue(Document):
# calculate hold time when status is changed from Replied to any other status # calculate hold time when status is changed from Replied to any other status
if self.status != "Replied" and status == "Replied": if self.status != "Replied" and status == "Replied":
hold_time = self.total_hold_time if self.total_hold_time else 0 hold_time = self.total_hold_time if self.total_hold_time else 0
self.total_hold_time = hold_time + time_diff_in_seconds(now_datetime(), self.on_hold_since) now_time = frappe.flags.current_time or now_datetime()
self.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 # re-calculate SLA variables after issue changes from Replied to Open
# add hold time to SLA variables # add hold time to SLA variables
if self.status == "Open" and status == "Replied": if self.status == "Open" and status == "Replied":
start_date_time = get_datetime(self.service_level_agreement_creation) start_date_time = get_datetime(self.service_level_agreement_creation)
priority = get_priority(self) priority = get_priority(self)
now_time = frappe.flags.current_time or now_datetime()
hold_time = time_diff_in_seconds(now_datetime(), self.on_hold_since) hold_time = time_diff_in_seconds(now_datetime(), self.on_hold_since)
if not self.first_responded_on: if not self.first_responded_on:
response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time) response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
self.response_by = add_to_date(response_by, seconds=round(hold_time)) self.response_by = add_to_date(response_by, seconds=round(hold_time))
response_by_variance = round(time_diff_in_hours(self.response_by, now_datetime())) response_by_variance = round(time_diff_in_hours(self.response_by, now_time))
self.response_by_variance = response_by_variance + (hold_time // 3600) self.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) resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
self.resolution_by = add_to_date(resolution_by, seconds=round(hold_time)) self.resolution_by = add_to_date(resolution_by, seconds=round(hold_time))
resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_datetime())) resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_time))
self.resolution_by_variance = resolution_by_variance + (hold_time // 3600) self.resolution_by_variance = resolution_by_variance + (hold_time // 3600)
self.on_hold_since = None self.on_hold_since = None
@ -377,7 +379,7 @@ def set_average_response_time(issue):
def set_resolution_time(issue): def set_resolution_time(issue):
# total time taken from issue creation to closing # total time taken from issue creation to closing
resolution_time = time_diff_in_seconds(now_datetime(), issue.creation) resolution_time = time_diff_in_seconds(issue.resolution_date, issue.creation)
issue.db_set("resolution_time", resolution_time) issue.db_set("resolution_time", resolution_time)
@ -399,7 +401,7 @@ def set_user_resolution_time(issue):
pending_time.append(wait_time) pending_time.append(wait_time)
total_pending_time = sum(pending_time) total_pending_time = sum(pending_time)
resolution_time_in_secs = time_diff_in_seconds(now_datetime(), issue.creation) resolution_time_in_secs = time_diff_in_seconds(issue.resolution_date, issue.creation)
user_resolution_time = resolution_time_in_secs - total_pending_time user_resolution_time = resolution_time_in_secs - total_pending_time
issue.db_set("user_resolution_time", user_resolution_time) issue.db_set("user_resolution_time", user_resolution_time)

52
erpnext/support/doctype/issue/test_issue.py
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@ -10,10 +10,13 @@ import datetime
from datetime import timedelta from datetime import timedelta
class TestIssue(unittest.TestCase): 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) frappe.db.set_value("Support Settings", None, "track_service_level_agreement", 1)
create_service_level_agreements_for_issues() 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) creation = datetime.datetime(2019, 3, 4, 12, 0)
# make issue with customer specific SLA # make issue with customer specific SLA
@ -72,6 +75,33 @@ class TestIssue(unittest.TestCase):
self.assertEqual(issue.agreement_fulfilled, 'Fulfilled') self.assertEqual(issue.agreement_fulfilled, 'Fulfilled')
def test_issue_metrics(self):
creation = datetime.datetime(2020, 3, 4, 4, 0)
# make issue with customer specific SLA
customer = create_customer("_Test Customer", "__Test SLA Customer Group", "__Test SLA Territory")
issue = make_issue(creation, "_Test Customer", 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)
issue = frappe.get_doc('Issue', issue.name)
frappe.flags.current_time = datetime.datetime(2020, 3, 4, 5, 5)
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 make_issue(creation=None, customer=None, index=0): def make_issue(creation=None, customer=None, index=0):
issue = frappe.get_doc({ issue = frappe.get_doc({
@ -86,6 +116,7 @@ def make_issue(creation=None, customer=None, index=0):
return issue return issue
def create_customer(name, customer_group, territory): def create_customer(name, customer_group, territory):
create_customer_group(customer_group) create_customer_group(customer_group)
@ -99,6 +130,7 @@ def create_customer(name, customer_group, territory):
"territory": territory "territory": territory
}).insert(ignore_permissions=True) }).insert(ignore_permissions=True)
def create_customer_group(customer_group): def create_customer_group(customer_group):
if not frappe.db.exists("Customer Group", {"customer_group_name": customer_group}): if not frappe.db.exists("Customer Group", {"customer_group_name": customer_group}):
@ -107,6 +139,7 @@ def create_customer_group(customer_group):
"customer_group_name": customer_group "customer_group_name": customer_group
}).insert(ignore_permissions=True) }).insert(ignore_permissions=True)
def create_territory(territory): def create_territory(territory):
if not frappe.db.exists("Territory", {"territory_name": territory}): if not frappe.db.exists("Territory", {"territory_name": territory}):
@ -114,3 +147,20 @@ def create_territory(territory):
"doctype": "Territory", "doctype": "Territory",
"territory_name": territory, "territory_name": territory,
}).insert(ignore_permissions=True) }).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
}).insert(ignore_permissions=True)

17
erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
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@ -16,7 +16,7 @@ class TestServiceLevelAgreement(unittest.TestCase):
# Default Service Level Agreement # Default Service Level Agreement
create_default_service_level_agreement = create_service_level_agreement(default_service_level_agreement=1, create_default_service_level_agreement = create_service_level_agreement(default_service_level_agreement=1,
holiday_list="__Test Holiday List", employee_group="_Test Employee Group", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type=None, entity=None, response_time=4, resolution_time=6) 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) get_default_service_level_agreement = get_service_level_agreement(default_service_level_agreement=1)
@ -29,7 +29,7 @@ class TestServiceLevelAgreement(unittest.TestCase):
customer = create_customer() customer = create_customer()
create_customer_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0, create_customer_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
holiday_list="__Test Holiday List", employee_group="_Test Employee Group", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type="Customer", entity=customer, response_time=2, resolution_time=3) 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) 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) self.assertEqual(create_customer_service_level_agreement.name, get_customer_service_level_agreement.name)
@ -41,7 +41,7 @@ class TestServiceLevelAgreement(unittest.TestCase):
customer_group = create_customer_group() customer_group = create_customer_group()
create_customer_group_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0, create_customer_group_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
holiday_list="__Test Holiday List", employee_group="_Test Employee Group", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type="Customer Group", entity=customer_group, response_time=2, resolution_time=3) 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) 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) self.assertEqual(create_customer_group_service_level_agreement.name, get_customer_group_service_level_agreement.name)
@ -53,7 +53,7 @@ class TestServiceLevelAgreement(unittest.TestCase):
territory = create_territory() territory = create_territory()
create_territory_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0, create_territory_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
holiday_list="__Test Holiday List", employee_group="_Test Employee Group", holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
entity_type="Territory", entity=territory, response_time=2, resolution_time=3) 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) 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) self.assertEqual(create_territory_service_level_agreement.name, get_territory_service_level_agreement.name)
@ -83,6 +83,7 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list
"enable": 1, "enable": 1,
"service_level": "__Test Service Level", "service_level": "__Test Service Level",
"default_service_level_agreement": default_service_level_agreement, "default_service_level_agreement": default_service_level_agreement,
"default_priority": "Medium",
"holiday_list": holiday_list, "holiday_list": holiday_list,
"employee_group": employee_group, "employee_group": employee_group,
"entity_type": entity_type, "entity_type": entity_type,
@ -212,19 +213,19 @@ def create_territory():
def create_service_level_agreements_for_issues(): def create_service_level_agreements_for_issues():
create_service_level_agreement(default_service_level_agreement=1, holiday_list="__Test Holiday List", 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=4, resolution_time=6) employee_group="_Test Employee Group", entity_type=None, entity=None, response_time=14400, resolution_time=21600)
create_customer() create_customer()
create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List", 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=2, resolution_time=3) employee_group="_Test Employee Group", entity_type="Customer", entity="_Test Customer", response_time=7200, resolution_time=10800)
create_customer_group() create_customer_group()
create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List", 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=2, resolution_time=3) employee_group="_Test Employee Group", entity_type="Customer Group", entity="_Test SLA Customer Group", response_time=7200, resolution_time=10800)
create_territory() create_territory()
create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List", 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=2, resolution_time=3) employee_group="_Test Employee Group", entity_type="Territory", entity="_Test SLA Territory", response_time=7200, resolution_time=10800)
def make_holiday_list(): def make_holiday_list():
holiday_list = frappe.db.exists("Holiday List", "__Test Holiday List") holiday_list = frappe.db.exists("Holiday List", "__Test Holiday List")