feat(SLA): Apply SLA to any document (#22449)
This commit is contained in:
Himanshu
GitHub
parent
326a2e6a99
commit
ec25d5938b
@ -228,6 +228,7 @@ standard_queries = {
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doc_events = {
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doc_events = {
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"*": {
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"*": {
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"validate": "erpnext.support.doctype.service_level_agreement.service_level_agreement.apply",
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"on_submit": "erpnext.healthcare.doctype.patient_history_settings.patient_history_settings.create_medical_record",
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"on_submit": "erpnext.healthcare.doctype.patient_history_settings.patient_history_settings.create_medical_record",
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"on_update_after_submit": "erpnext.healthcare.doctype.patient_history_settings.patient_history_settings.update_medical_record",
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"on_update_after_submit": "erpnext.healthcare.doctype.patient_history_settings.patient_history_settings.update_medical_record",
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"on_cancel": "erpnext.healthcare.doctype.patient_history_settings.patient_history_settings.delete_medical_record"
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"on_cancel": "erpnext.healthcare.doctype.patient_history_settings.patient_history_settings.delete_medical_record"
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@ -242,6 +243,9 @@ doc_events = {
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"on_update": ["erpnext.hr.doctype.employee.employee.update_user_permissions",
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"on_update": ["erpnext.hr.doctype.employee.employee.update_user_permissions",
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"erpnext.portal.utils.set_default_role"]
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"erpnext.portal.utils.set_default_role"]
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},
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},
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"Communication": {
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"on_update": "erpnext.support.doctype.service_level_agreement.service_level_agreement.update_hold_time"
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},
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("Sales Taxes and Charges Template", 'Price List'): {
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("Sales Taxes and Charges Template", 'Price List'): {
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"on_update": "erpnext.shopping_cart.doctype.shopping_cart_settings.shopping_cart_settings.validate_cart_settings"
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"on_update": "erpnext.shopping_cart.doctype.shopping_cart_settings.shopping_cart_settings.validate_cart_settings"
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},
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},
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@ -332,8 +336,8 @@ scheduler_events = {
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"erpnext.projects.doctype.project.project.hourly_reminder",
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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.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.hr.doctype.shift_type.shift_type.process_auto_attendance_for_all_shifts",
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"erpnext.support.doctype.issue.issue.set_service_level_agreement_variance",
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"erpnext.erpnext_integrations.connectors.shopify_connection.sync_old_orders",
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"erpnext.erpnext_integrations.connectors.shopify_connection.sync_old_orders"
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"erpnext.support.doctype.service_level_agreement.service_level_agreement.set_service_level_agreement_variance"
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],
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],
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"hourly_long": [
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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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"erpnext.stock.doctype.repost_item_valuation.repost_item_valuation.repost_entries"
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@ -285,4 +285,5 @@ erpnext.patches.v13_0.germany_make_custom_fields
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erpnext.patches.v13_0.germany_fill_debtor_creditor_number
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erpnext.patches.v13_0.germany_fill_debtor_creditor_number
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erpnext.patches.v13_0.set_pos_closing_as_failed
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erpnext.patches.v13_0.set_pos_closing_as_failed
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erpnext.patches.v13_0.update_timesheet_changes
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erpnext.patches.v13_0.update_timesheet_changes
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erpnext.patches.v13_0.add_doctype_to_sla
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erpnext.patches.v13_0.set_training_event_attendance
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erpnext.patches.v13_0.set_training_event_attendance
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20
erpnext/patches/v13_0/add_doctype_to_sla.py
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20
erpnext/patches/v13_0/add_doctype_to_sla.py
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@ -0,0 +1,20 @@
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# Copyright (c) 2020, Frappe and Contributors
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# License: GNU General Public License v3. See license.txt
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from __future__ import unicode_literals
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import frappe
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from frappe.model.utils.rename_field import rename_field
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def execute():
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frappe.reload_doc('support', 'doctype', 'service_level_agreement')
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if frappe.db.has_column('Service Level Agreement', 'enable'):
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rename_field('Service Level Agreement', 'enable', 'enabled')
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for sla in frappe.get_all('Service Level Agreement'):
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agreement = frappe.get_doc('Service Level Agreement', sla.name)
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agreement.document_type = 'Issue'
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agreement.apply_sla_for_resolution = 1
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agreement.append('sla_fulfilled_on', {'status': 'Resolved'})
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agreement.append('sla_fulfilled_on', {'status': 'Closed'})
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agreement.save()
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@ -749,6 +749,151 @@ $(document).on('app_ready', function() {
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}
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}
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});
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});
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// Show SLA dashboard
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$(document).on('app_ready', function() {
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frappe.call({
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method: 'erpnext.support.doctype.service_level_agreement.service_level_agreement.get_sla_doctypes',
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callback: function(r) {
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if (!r.message)
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return;
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$.each(r.message, function(_i, d) {
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frappe.ui.form.on(d, {
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onload: function(frm) {
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if (!frm.doc.service_level_agreement)
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return;
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frappe.call({
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method: 'erpnext.support.doctype.service_level_agreement.service_level_agreement.get_service_level_agreement_filters',
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args: {
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doctype: frm.doc.doctype,
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name: frm.doc.service_level_agreement,
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customer: frm.doc.customer
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},
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callback: function (r) {
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if (r && r.message) {
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frm.set_query('priority', function() {
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return {
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filters: {
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'name': ['in', r.message.priority],
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}
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};
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});
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frm.set_query('service_level_agreement', function() {
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return {
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filters: {
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'name': ['in', r.message.service_level_agreements],
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}
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};
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});
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}
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}
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});
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},
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refresh: function(frm) {
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if (frm.doc.status !== 'Closed' && frm.doc.service_level_agreement
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&& frm.doc.agreement_status === 'Ongoing') {
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frappe.call({
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'method': 'frappe.client.get',
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args: {
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doctype: 'Service Level Agreement',
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name: frm.doc.service_level_agreement
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},
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callback: function(data) {
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let statuses = data.message.pause_sla_on;
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const hold_statuses = [];
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$.each(statuses, (_i, entry) => {
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hold_statuses.push(entry.status);
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});
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if (hold_statuses.includes(frm.doc.status)) {
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frm.dashboard.clear_headline();
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let message = {'indicator': 'orange', 'msg': __('SLA is on hold since {0}', [moment(frm.doc.on_hold_since).fromNow(true)])};
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frm.dashboard.set_headline_alert(
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'<div class="row">' +
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'<div class="col-xs-12">' +
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'<span class="indicator whitespace-nowrap '+ message.indicator +'"><span>'+ message.msg +'</span></span> ' +
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'</div>' +
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'</div>'
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);
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} else {
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set_time_to_resolve_and_response(frm, data.message.apply_sla_for_resolution);
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}
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}
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});
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} else if (frm.doc.service_level_agreement) {
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frm.dashboard.clear_headline();
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let agreement_status = (frm.doc.agreement_status == 'Fulfilled') ?
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{'indicator': 'green', 'msg': 'Service Level Agreement has been fulfilled'} :
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{'indicator': 'red', 'msg': 'Service Level Agreement Failed'};
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frm.dashboard.set_headline_alert(
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'<div class="row">' +
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'<div class="col-xs-12">' +
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'<span class="indicator whitespace-nowrap '+ agreement_status.indicator +'"><span class="hidden-xs">'+ agreement_status.msg +'</span></span> ' +
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'</div>' +
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'</div>'
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);
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}
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},
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});
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});
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}
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});
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});
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function set_time_to_resolve_and_response(frm, apply_sla_for_resolution) {
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frm.dashboard.clear_headline();
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let time_to_respond = get_status(frm.doc.response_by_variance);
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if (!frm.doc.first_responded_on && frm.doc.agreement_status === 'Ongoing') {
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time_to_respond = get_time_left(frm.doc.response_by, frm.doc.agreement_status);
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}
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let alert = `
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<div class="row">
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<div class="col-xs-12 col-sm-6">
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<span class="indicator whitespace-nowrap ${time_to_respond.indicator}">
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<span>Time to Respond: ${time_to_respond.diff_display}</span>
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</span>
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</div>`;
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if (apply_sla_for_resolution) {
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let time_to_resolve = get_status(frm.doc.resolution_by_variance);
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if (!frm.doc.resolution_date && frm.doc.agreement_status === 'Ongoing') {
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time_to_resolve = get_time_left(frm.doc.resolution_by, frm.doc.agreement_status);
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}
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alert += `
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<div class="col-xs-12 col-sm-6">
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<span class="indicator whitespace-nowrap ${time_to_resolve.indicator}">
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<span>Time to Resolve: ${time_to_resolve.diff_display}</span>
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</span>
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</div>`;
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}
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alert += '</div>';
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frm.dashboard.set_headline_alert(alert);
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}
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function get_time_left(timestamp, agreement_status) {
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const diff = moment(timestamp).diff(moment());
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const diff_display = diff >= 44500 ? moment.duration(diff).humanize() : 'Failed';
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let indicator = (diff_display == 'Failed' && agreement_status != 'Fulfilled') ? 'red' : 'green';
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return {'diff_display': diff_display, 'indicator': indicator};
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}
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function get_status(variance) {
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if (variance > 0) {
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return {'diff_display': 'Fulfilled', 'indicator': 'green'};
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} else {
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return {'diff_display': 'Failed', 'indicator': 'red'};
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}
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}
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function attach_selector_button(inner_text, append_loction, context, grid_row) {
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function attach_selector_button(inner_text, append_loction, context, grid_row) {
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let $btn_div = $("<div>").css({"margin-bottom": "10px", "margin-top": "10px"})
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let $btn_div = $("<div>").css({"margin-bottom": "10px", "margin-top": "10px"})
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.appendTo(append_loction);
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.appendTo(append_loction);
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@ -9,7 +9,6 @@ frappe.ui.form.on("Issue", {
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};
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};
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});
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});
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if (frappe.model.can_read("Support Settings")) {
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frappe.db.get_value("Support Settings", {name: "Support Settings"},
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frappe.db.get_value("Support Settings", {name: "Support Settings"},
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["allow_resetting_service_level_agreement", "track_service_level_agreement"], (r) => {
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["allow_resetting_service_level_agreement", "track_service_level_agreement"], (r) => {
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if (r && r.track_service_level_agreement == "0") {
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if (r && r.track_service_level_agreement == "0") {
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@ -19,84 +18,6 @@ frappe.ui.form.on("Issue", {
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frm.set_df_property("reset_service_level_agreement", "hidden", 1);
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frm.set_df_property("reset_service_level_agreement", "hidden", 1);
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}
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}
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});
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});
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}
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if (frm.doc.service_level_agreement) {
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frappe.call({
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method: "erpnext.support.doctype.service_level_agreement.service_level_agreement.get_service_level_agreement_filters",
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args: {
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name: frm.doc.service_level_agreement,
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customer: frm.doc.customer
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},
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callback: function (r) {
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if (r && r.message) {
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frm.set_query("priority", function() {
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return {
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filters: {
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"name": ["in", r.message.priority],
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}
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};
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});
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frm.set_query("service_level_agreement", function() {
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return {
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filters: {
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"name": ["in", r.message.service_level_agreements],
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}
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};
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});
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}
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}
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});
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}
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},
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refresh: function(frm) {
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// alert messages
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if (frm.doc.status !== "Closed" && frm.doc.service_level_agreement
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&& frm.doc.agreement_status === "Ongoing") {
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frappe.call({
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"method": "frappe.client.get",
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args: {
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doctype: "Service Level Agreement",
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name: frm.doc.service_level_agreement
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},
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callback: function(data) {
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let statuses = data.message.pause_sla_on;
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const hold_statuses = [];
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$.each(statuses, (_i, entry) => {
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hold_statuses.push(entry.status);
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});
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if (hold_statuses.includes(frm.doc.status)) {
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frm.dashboard.clear_headline();
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let message = { "indicator": "orange", "msg": __("SLA is on hold since {0}", [moment(frm.doc.on_hold_since).fromNow(true)]) };
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frm.dashboard.set_headline_alert(
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'<div class="row">' +
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'<div class="col-xs-12">' +
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'<span class="indicator whitespace-nowrap ' + message.indicator + '"><span>' + message.msg + '</span></span> ' +
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'</div>' +
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'</div>'
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);
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} else {
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set_time_to_resolve_and_response(frm);
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}
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}
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});
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} else if (frm.doc.service_level_agreement) {
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frm.dashboard.clear_headline();
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let agreement_status = (frm.doc.agreement_status == "Fulfilled") ?
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{ "indicator": "green", "msg": "Service Level Agreement has been fulfilled" } :
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{ "indicator": "red", "msg": "Service Level Agreement Failed" };
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frm.dashboard.set_headline_alert(
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'<div class="row">' +
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'<div class="col-xs-12">' +
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'<span class="indicator whitespace-nowrap ' + agreement_status.indicator + '"><span class="hidden-xs">' + agreement_status.msg + '</span></span> ' +
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'</div>' +
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'</div>'
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);
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}
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// buttons
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// buttons
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if (frm.doc.status !== "Closed") {
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if (frm.doc.status !== "Closed") {
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@ -142,7 +63,7 @@ frappe.ui.form.on("Issue", {
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message: __("Resetting Service Level Agreement.")
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message: __("Resetting Service Level Agreement.")
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});
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});
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frm.call("reset_service_level_agreement", {
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frappe.call("erpnext.support.doctype.service_level_agreement.service_level_agreement.reset_service_level_agreement", {
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reason: values.reason,
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reason: values.reason,
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user: frappe.session.user_email
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user: frappe.session.user_email
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}, () => {
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}, () => {
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@ -225,43 +146,3 @@ frappe.ui.form.on("Issue", {
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// }
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// }
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},
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},
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});
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});
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function set_time_to_resolve_and_response(frm) {
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frm.dashboard.clear_headline();
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var time_to_respond = get_status(frm.doc.response_by_variance);
|
|
||||||
if (!frm.doc.first_responded_on && frm.doc.agreement_status === "Ongoing") {
|
|
||||||
time_to_respond = get_time_left(frm.doc.response_by, frm.doc.agreement_status);
|
|
||||||
}
|
|
||||||
|
|
||||||
var time_to_resolve = get_status(frm.doc.resolution_by_variance);
|
|
||||||
if (!frm.doc.resolution_date && frm.doc.agreement_status === "Ongoing") {
|
|
||||||
time_to_resolve = get_time_left(frm.doc.resolution_by, frm.doc.agreement_status);
|
|
||||||
}
|
|
||||||
|
|
||||||
frm.dashboard.set_headline_alert(
|
|
||||||
'<div class="row">' +
|
|
||||||
'<div class="col-xs-12 col-sm-6">' +
|
|
||||||
'<span class="indicator whitespace-nowrap '+ time_to_respond.indicator +'"><span>Time to Respond: '+ time_to_respond.diff_display +'</span></span> ' +
|
|
||||||
'</div>' +
|
|
||||||
'<div class="col-xs-12 col-sm-6">' +
|
|
||||||
'<span class="indicator whitespace-nowrap '+ time_to_resolve.indicator +'"><span>Time to Resolve: '+ time_to_resolve.diff_display +'</span></span> ' +
|
|
||||||
'</div>' +
|
|
||||||
'</div>'
|
|
||||||
);
|
|
||||||
}
|
|
||||||
|
|
||||||
function get_time_left(timestamp, agreement_status) {
|
|
||||||
const diff = moment(timestamp).diff(moment());
|
|
||||||
const diff_display = diff >= 44500 ? moment.duration(diff).humanize() : "Failed";
|
|
||||||
let indicator = (diff_display == "Failed" && agreement_status != "Fulfilled") ? "red" : "green";
|
|
||||||
return {"diff_display": diff_display, "indicator": indicator};
|
|
||||||
}
|
|
||||||
|
|
||||||
function get_status(variance) {
|
|
||||||
if (variance > 0) {
|
|
||||||
return {"diff_display": "Fulfilled", "indicator": "green"};
|
|
||||||
} else {
|
|
||||||
return {"diff_display": "Failed", "indicator": "red"};
|
|
||||||
}
|
|
||||||
}
|
|
||||||
|
|||||||
@ -7,11 +7,10 @@ import json
|
|||||||
from frappe import _
|
from frappe import _
|
||||||
from frappe import utils
|
from frappe import utils
|
||||||
from frappe.model.document import Document
|
from frappe.model.document import Document
|
||||||
from frappe.utils import cint, now_datetime, getdate, get_weekdays, add_to_date, get_time, get_datetime, time_diff_in_seconds
|
from frappe.utils import now_datetime
|
||||||
from datetime import datetime, timedelta
|
from datetime import datetime, timedelta
|
||||||
from frappe.model.mapper import get_mapped_doc
|
from frappe.model.mapper import get_mapped_doc
|
||||||
from frappe.utils.user import is_website_user
|
from frappe.utils.user import is_website_user
|
||||||
from erpnext.support.doctype.service_level_agreement.service_level_agreement import get_active_service_level_agreement_for
|
|
||||||
from frappe.email.inbox import link_communication_to_document
|
from frappe.email.inbox import link_communication_to_document
|
||||||
|
|
||||||
class Issue(Document):
|
class Issue(Document):
|
||||||
@ -25,8 +24,6 @@ class Issue(Document):
|
|||||||
if not self.raised_by:
|
if not self.raised_by:
|
||||||
self.raised_by = frappe.session.user
|
self.raised_by = frappe.session.user
|
||||||
|
|
||||||
self.change_service_level_agreement_and_priority()
|
|
||||||
self.update_status()
|
|
||||||
self.set_lead_contact(self.raised_by)
|
self.set_lead_contact(self.raised_by)
|
||||||
|
|
||||||
def on_update(self):
|
def on_update(self):
|
||||||
@ -54,99 +51,6 @@ class Issue(Document):
|
|||||||
self.company = frappe.db.get_value("Lead", self.lead, "company") or \
|
self.company = frappe.db.get_value("Lead", self.lead, "company") or \
|
||||||
frappe.db.get_default("Company")
|
frappe.db.get_default("Company")
|
||||||
|
|
||||||
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:
|
|
||||||
self.first_responded_on = frappe.flags.current_time or now_datetime()
|
|
||||||
|
|
||||||
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_status") == "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 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_status = "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
|
|
||||||
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 hold_statuses:
|
|
||||||
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 any hold status to any non-hold 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()
|
|
||||||
last_hold_time = 0
|
|
||||||
if self.on_hold_since:
|
|
||||||
# last_hold_time will be added to the sla variables
|
|
||||||
last_hold_time = time_diff_in_seconds(now_time, self.on_hold_since)
|
|
||||||
update_values['total_hold_time'] = hold_time + last_hold_time
|
|
||||||
|
|
||||||
# re-calculate SLA variables after issue changes from any hold status to any non-hold status
|
|
||||||
# add hold time to SLA variables
|
|
||||||
start_date_time = get_datetime(self.service_level_agreement_creation)
|
|
||||||
priority = get_priority(self)
|
|
||||||
now_time = frappe.flags.current_time or now_datetime()
|
|
||||||
|
|
||||||
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 = add_to_date(response_by, seconds=round(last_hold_time))
|
|
||||||
response_by_variance = round(time_diff_in_seconds(response_by, now_time))
|
|
||||||
update_values['response_by'] = response_by
|
|
||||||
update_values['response_by_variance'] = response_by_variance + last_hold_time
|
|
||||||
|
|
||||||
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))
|
|
||||||
update_values['resolution_by'] = resolution_by
|
|
||||||
update_values['resolution_by_variance'] = resolution_by_variance + last_hold_time
|
|
||||||
update_values['on_hold_since'] = None
|
|
||||||
|
|
||||||
self.db_set(update_values)
|
|
||||||
|
|
||||||
def update_agreement_status(self):
|
|
||||||
if self.service_level_agreement and self.agreement_status == "Ongoing":
|
|
||||||
if cint(frappe.db.get_value("Issue", self.name, "response_by_variance")) < 0 or \
|
|
||||||
cint(frappe.db.get_value("Issue", self.name, "resolution_by_variance")) < 0:
|
|
||||||
|
|
||||||
self.agreement_status = "Failed"
|
|
||||||
else:
|
|
||||||
self.agreement_status = "Fulfilled"
|
|
||||||
|
|
||||||
def update_agreement_status_on_custom_status(self):
|
|
||||||
"""
|
|
||||||
Update Agreement Fulfilled status using Custom Scripts for Custom Issue Status
|
|
||||||
"""
|
|
||||||
if not self.first_responded_on: # first_responded_on set when first reply is sent to customer
|
|
||||||
self.response_by_variance = round(time_diff_in_seconds(self.response_by, now_datetime()), 2)
|
|
||||||
|
|
||||||
if not self.resolution_date: # resolution_date set when issue has been closed
|
|
||||||
self.resolution_by_variance = round(time_diff_in_seconds(self.resolution_by, now_datetime()), 2)
|
|
||||||
|
|
||||||
self.agreement_status = "Fulfilled" if self.response_by_variance > 0 and self.resolution_by_variance > 0 else "Failed"
|
|
||||||
|
|
||||||
def create_communication(self):
|
def create_communication(self):
|
||||||
communication = frappe.new_doc("Communication")
|
communication = frappe.new_doc("Communication")
|
||||||
communication.update({
|
communication.update({
|
||||||
@ -213,194 +117,6 @@ class Issue(Document):
|
|||||||
|
|
||||||
return replicated_issue.name
|
return replicated_issue.name
|
||||||
|
|
||||||
def before_insert(self):
|
|
||||||
if frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
|
|
||||||
if frappe.flags.in_test:
|
|
||||||
self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
|
|
||||||
else:
|
|
||||||
self.set_response_and_resolution_time()
|
|
||||||
|
|
||||||
def set_response_and_resolution_time(self, priority=None, service_level_agreement=None):
|
|
||||||
service_level_agreement = get_active_service_level_agreement_for(priority=priority,
|
|
||||||
customer=self.customer, service_level_agreement=service_level_agreement)
|
|
||||||
|
|
||||||
if not service_level_agreement:
|
|
||||||
if frappe.db.get_value("Issue", self.name, "service_level_agreement"):
|
|
||||||
frappe.throw(_("Couldn't Set Service Level Agreement {0}.").format(self.service_level_agreement))
|
|
||||||
return
|
|
||||||
|
|
||||||
if (service_level_agreement.customer and self.customer) and not (service_level_agreement.customer == self.customer):
|
|
||||||
frappe.throw(_("This Service Level Agreement is specific to Customer {0}").format(service_level_agreement.customer))
|
|
||||||
|
|
||||||
self.service_level_agreement = service_level_agreement.name
|
|
||||||
self.priority = service_level_agreement.default_priority if not priority else priority
|
|
||||||
|
|
||||||
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_variance = round(time_diff_in_seconds(self.response_by, now_datetime()))
|
|
||||||
self.resolution_by_variance = round(time_diff_in_seconds(self.resolution_by, now_datetime()))
|
|
||||||
|
|
||||||
def change_service_level_agreement_and_priority(self):
|
|
||||||
if self.service_level_agreement and frappe.db.exists("Issue", self.name) and \
|
|
||||||
frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
|
|
||||||
|
|
||||||
if not self.priority == frappe.db.get_value("Issue", self.name, "priority"):
|
|
||||||
self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
|
|
||||||
frappe.msgprint(_("Priority has been changed to {0}.").format(self.priority))
|
|
||||||
|
|
||||||
if not self.service_level_agreement == frappe.db.get_value("Issue", self.name, "service_level_agreement"):
|
|
||||||
self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
|
|
||||||
frappe.msgprint(_("Service Level Agreement has been changed to {0}.").format(self.service_level_agreement))
|
|
||||||
|
|
||||||
@frappe.whitelist()
|
|
||||||
def reset_service_level_agreement(self, reason, user):
|
|
||||||
if not frappe.db.get_single_value("Support Settings", "allow_resetting_service_level_agreement"):
|
|
||||||
frappe.throw(_("Allow Resetting Service Level Agreement from Support Settings."))
|
|
||||||
|
|
||||||
frappe.get_doc({
|
|
||||||
"doctype": "Comment",
|
|
||||||
"comment_type": "Info",
|
|
||||||
"reference_doctype": self.doctype,
|
|
||||||
"reference_name": self.name,
|
|
||||||
"comment_email": user,
|
|
||||||
"content": " resetted Service Level Agreement - {0}".format(_(reason)),
|
|
||||||
}).insert(ignore_permissions=True)
|
|
||||||
|
|
||||||
self.service_level_agreement_creation = now_datetime()
|
|
||||||
self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
|
|
||||||
self.agreement_status = "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
|
|
||||||
|
|
||||||
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))
|
|
||||||
|
|
||||||
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,
|
|
||||||
})
|
|
||||||
|
|
||||||
holidays = get_holidays(service_level.get("holiday_list"))
|
|
||||||
weekdays = get_weekdays()
|
|
||||||
|
|
||||||
while not expected_time_is_set:
|
|
||||||
current_weekday = weekdays[current_date_time.weekday()]
|
|
||||||
|
|
||||||
if not is_holiday(current_date_time, holidays) and current_weekday in support_days:
|
|
||||||
start_time = current_date_time - datetime(current_date_time.year, current_date_time.month, current_date_time.day) \
|
|
||||||
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_seconds(end_time, start_time)
|
|
||||||
|
|
||||||
# no time left for support today
|
|
||||||
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, seconds=allotted_seconds)
|
|
||||||
expected_time_is_set = 1
|
|
||||||
else:
|
|
||||||
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 allotted_seconds >= 86400:
|
|
||||||
current_date_time = datetime.combine(getdate(current_date_time), get_time(end_time))
|
|
||||||
else:
|
|
||||||
current_date_time = expected_time
|
|
||||||
|
|
||||||
return current_date_time
|
|
||||||
|
|
||||||
def set_service_level_agreement_variance(issue=None):
|
|
||||||
current_time = frappe.flags.current_time or now_datetime()
|
|
||||||
|
|
||||||
filters = {"status": "Open", "agreement_status": "Ongoing"}
|
|
||||||
if issue:
|
|
||||||
filters = {"name": issue}
|
|
||||||
|
|
||||||
for issue in frappe.get_list("Issue", filters=filters):
|
|
||||||
doc = frappe.get_doc("Issue", issue.name)
|
|
||||||
|
|
||||||
if not doc.first_responded_on: # first_responded_on set when first reply is sent to customer
|
|
||||||
variance = round(time_diff_in_seconds(doc.response_by, current_time), 2)
|
|
||||||
frappe.db.set_value(dt="Issue", dn=doc.name, field="response_by_variance", val=variance, update_modified=False)
|
|
||||||
if variance < 0:
|
|
||||||
frappe.db.set_value(dt="Issue", dn=doc.name, field="agreement_status", val="Failed", update_modified=False)
|
|
||||||
|
|
||||||
if not doc.resolution_date: # resolution_date set when issue has been closed
|
|
||||||
variance = round(time_diff_in_seconds(doc.resolution_by, current_time), 2)
|
|
||||||
frappe.db.set_value(dt="Issue", dn=doc.name, field="resolution_by_variance", val=variance, update_modified=False)
|
|
||||||
if variance < 0:
|
|
||||||
frappe.db.set_value(dt="Issue", dn=doc.name, field="agreement_status", 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):
|
def get_list_context(context=None):
|
||||||
return {
|
return {
|
||||||
"title": _("Issues"),
|
"title": _("Issues"),
|
||||||
@ -439,15 +155,13 @@ def get_issue_list(doctype, txt, filters, limit_start, limit_page_length=20, ord
|
|||||||
|
|
||||||
@frappe.whitelist()
|
@frappe.whitelist()
|
||||||
def set_multiple_status(names, status):
|
def set_multiple_status(names, status):
|
||||||
names = json.loads(names)
|
|
||||||
for name in names:
|
for name in json.loads(names):
|
||||||
set_status(name, status)
|
frappe.db.set_value("Issue", name, "status", status)
|
||||||
|
|
||||||
@frappe.whitelist()
|
@frappe.whitelist()
|
||||||
def set_status(name, status):
|
def set_status(name, status):
|
||||||
st = frappe.get_doc("Issue", name)
|
frappe.db.set_value("Issue", name, "status", status)
|
||||||
st.status = status
|
|
||||||
st.save()
|
|
||||||
|
|
||||||
def auto_close_tickets():
|
def auto_close_tickets():
|
||||||
"""Auto-close replied support tickets after 7 days"""
|
"""Auto-close replied support tickets after 7 days"""
|
||||||
@ -473,14 +187,6 @@ def update_issue(contact, method):
|
|||||||
"""Called when Contact is deleted"""
|
"""Called when Contact is deleted"""
|
||||||
frappe.db.sql("""UPDATE `tabIssue` set contact='' where contact=%s""", contact.name)
|
frappe.db.sql("""UPDATE `tabIssue` set contact='' where contact=%s""", contact.name)
|
||||||
|
|
||||||
def get_holidays(holiday_list_name):
|
|
||||||
holiday_list = frappe.get_cached_doc("Holiday List", holiday_list_name)
|
|
||||||
holidays = [holiday.holiday_date for holiday in holiday_list.holidays]
|
|
||||||
return holidays
|
|
||||||
|
|
||||||
def is_holiday(date, holidays):
|
|
||||||
return getdate(date) in holidays
|
|
||||||
|
|
||||||
@frappe.whitelist()
|
@frappe.whitelist()
|
||||||
def make_task(source_name, target_doc=None):
|
def make_task(source_name, target_doc=None):
|
||||||
return get_mapped_doc("Issue", source_name, {
|
return get_mapped_doc("Issue", source_name, {
|
||||||
@ -506,9 +212,7 @@ def make_issue_from_communication(communication, ignore_communication_links=Fals
|
|||||||
|
|
||||||
return issue.name
|
return issue.name
|
||||||
|
|
||||||
def get_time_in_timedelta(time):
|
def get_holidays(holiday_list_name):
|
||||||
"""
|
holiday_list = frappe.get_cached_doc("Holiday List", holiday_list_name)
|
||||||
Converts datetime.time(10, 36, 55, 961454) to datetime.timedelta(seconds=38215)
|
holidays = [holiday.holiday_date for holiday in holiday_list.holidays]
|
||||||
"""
|
return holidays
|
||||||
import datetime
|
|
||||||
return datetime.timedelta(hours=time.hour, minutes=time.minute, seconds=time.second)
|
|
||||||
@ -68,7 +68,7 @@ class TestIssue(unittest.TestCase):
|
|||||||
self.assertEqual(issue.resolution_by, datetime.datetime(2019, 3, 6, 12, 0))
|
self.assertEqual(issue.resolution_by, datetime.datetime(2019, 3, 6, 12, 0))
|
||||||
|
|
||||||
frappe.flags.current_time = datetime.datetime(2019, 3, 4, 15, 0)
|
frappe.flags.current_time = datetime.datetime(2019, 3, 4, 15, 0)
|
||||||
|
issue.reload()
|
||||||
issue.status = 'Closed'
|
issue.status = 'Closed'
|
||||||
issue.save()
|
issue.save()
|
||||||
|
|
||||||
|
|||||||
@ -1,4 +1,5 @@
|
|||||||
{
|
{
|
||||||
|
"actions": [],
|
||||||
"creation": "2019-03-04 12:55:36.403035",
|
"creation": "2019-03-04 12:55:36.403035",
|
||||||
"doctype": "DocType",
|
"doctype": "DocType",
|
||||||
"editable_grid": 1,
|
"editable_grid": 1,
|
||||||
@ -16,7 +17,8 @@
|
|||||||
"fieldtype": "Select",
|
"fieldtype": "Select",
|
||||||
"in_list_view": 1,
|
"in_list_view": 1,
|
||||||
"label": "Workday",
|
"label": "Workday",
|
||||||
"options": "Monday\nTuesday\nWednesday\nThursday\nFriday\nSaturday\nSunday"
|
"options": "Monday\nTuesday\nWednesday\nThursday\nFriday\nSaturday\nSunday",
|
||||||
|
"reqd": 1
|
||||||
},
|
},
|
||||||
{
|
{
|
||||||
"fieldname": "section_break_2",
|
"fieldname": "section_break_2",
|
||||||
@ -26,7 +28,8 @@
|
|||||||
"fieldname": "start_time",
|
"fieldname": "start_time",
|
||||||
"fieldtype": "Time",
|
"fieldtype": "Time",
|
||||||
"in_list_view": 1,
|
"in_list_view": 1,
|
||||||
"label": "Start Time"
|
"label": "Start Time",
|
||||||
|
"reqd": 1
|
||||||
},
|
},
|
||||||
{
|
{
|
||||||
"fieldname": "column_break_3",
|
"fieldname": "column_break_3",
|
||||||
@ -36,11 +39,13 @@
|
|||||||
"fieldname": "end_time",
|
"fieldname": "end_time",
|
||||||
"fieldtype": "Time",
|
"fieldtype": "Time",
|
||||||
"in_list_view": 1,
|
"in_list_view": 1,
|
||||||
"label": "End Time"
|
"label": "End Time",
|
||||||
|
"reqd": 1
|
||||||
}
|
}
|
||||||
],
|
],
|
||||||
"istable": 1,
|
"istable": 1,
|
||||||
"modified": "2019-05-05 19:15:08.999579",
|
"links": [],
|
||||||
|
"modified": "2020-07-06 13:28:47.303873",
|
||||||
"modified_by": "Administrator",
|
"modified_by": "Administrator",
|
||||||
"module": "Support",
|
"module": "Support",
|
||||||
"name": "Service Day",
|
"name": "Service Day",
|
||||||
|
|||||||
@ -3,16 +3,87 @@
|
|||||||
|
|
||||||
frappe.ui.form.on('Service Level Agreement', {
|
frappe.ui.form.on('Service Level Agreement', {
|
||||||
setup: function(frm) {
|
setup: function(frm) {
|
||||||
let allow_statuses = [];
|
if (cint(frm.doc.apply_sla_for_resolution) === 1) {
|
||||||
const exclude_statuses = ['Open', 'Closed', 'Resolved'];
|
frm.get_field('priorities').grid.editable_fields = [
|
||||||
|
{fieldname: 'priority', columns: 1},
|
||||||
|
{fieldname: 'default_priority', columns: 1},
|
||||||
|
{fieldname: 'response_time', columns: 2},
|
||||||
|
{fieldname: 'resolution_time', columns: 2}
|
||||||
|
];
|
||||||
|
} else {
|
||||||
|
frm.get_field('priorities').grid.editable_fields = [
|
||||||
|
{fieldname: 'priority', columns: 1},
|
||||||
|
{fieldname: 'default_priority', columns: 1},
|
||||||
|
{fieldname: 'response_time', columns: 3},
|
||||||
|
];
|
||||||
|
}
|
||||||
|
},
|
||||||
|
|
||||||
frappe.model.with_doctype('Issue', () => {
|
refresh: function(frm) {
|
||||||
let statuses = frappe.meta.get_docfield('Issue', 'status', frm.doc.name).options;
|
frm.trigger('fetch_status_fields');
|
||||||
|
frm.trigger('toggle_resolution_fields');
|
||||||
|
},
|
||||||
|
|
||||||
|
document_type: function(frm) {
|
||||||
|
frm.trigger('fetch_status_fields');
|
||||||
|
},
|
||||||
|
|
||||||
|
fetch_status_fields: function(frm) {
|
||||||
|
let allow_statuses = [];
|
||||||
|
let exclude_statuses = [];
|
||||||
|
|
||||||
|
if (frm.doc.document_type) {
|
||||||
|
frappe.model.with_doctype(frm.doc.document_type, () => {
|
||||||
|
let statuses = frappe.meta.get_docfield(frm.doc.document_type, 'status', frm.doc.name).options;
|
||||||
statuses = statuses.split('\n');
|
statuses = statuses.split('\n');
|
||||||
|
|
||||||
|
exclude_statuses = ['Open', 'Closed'];
|
||||||
allow_statuses = statuses.filter((status) => !exclude_statuses.includes(status));
|
allow_statuses = statuses.filter((status) => !exclude_statuses.includes(status));
|
||||||
|
|
||||||
frm.fields_dict.pause_sla_on.grid.update_docfield_property(
|
frm.fields_dict.pause_sla_on.grid.update_docfield_property(
|
||||||
'status', 'options', [''].concat(allow_statuses)
|
'status', 'options', [''].concat(allow_statuses)
|
||||||
);
|
);
|
||||||
|
|
||||||
|
exclude_statuses = ['Open'];
|
||||||
|
allow_statuses = statuses.filter((status) => !exclude_statuses.includes(status));
|
||||||
|
frm.fields_dict.sla_fulfilled_on.grid.update_docfield_property(
|
||||||
|
'status', 'options', [''].concat(allow_statuses)
|
||||||
|
);
|
||||||
|
});
|
||||||
|
}
|
||||||
|
|
||||||
|
frm.refresh_field('pause_sla_on');
|
||||||
|
},
|
||||||
|
|
||||||
|
apply_sla_for_resolution: function(frm) {
|
||||||
|
frm.trigger('toggle_resolution_fields');
|
||||||
|
},
|
||||||
|
|
||||||
|
toggle_resolution_fields: function(frm) {
|
||||||
|
if (cint(frm.doc.apply_sla_for_resolution) === 1) {
|
||||||
|
frm.fields_dict.priorities.grid.update_docfield_property('resolution_time', 'hidden', 0);
|
||||||
|
frm.fields_dict.priorities.grid.update_docfield_property('resolution_time', 'reqd', 1);
|
||||||
|
} else {
|
||||||
|
frm.fields_dict.priorities.grid.update_docfield_property('resolution_time', 'hidden', 1);
|
||||||
|
frm.fields_dict.priorities.grid.update_docfield_property('resolution_time', 'reqd', 0);
|
||||||
|
}
|
||||||
|
|
||||||
|
frm.refresh_field('priorities');
|
||||||
|
},
|
||||||
|
|
||||||
|
onload: function(frm) {
|
||||||
|
frm.set_query("document_type", function() {
|
||||||
|
let invalid_doctypes = frappe.model.core_doctypes_list;
|
||||||
|
invalid_doctypes.push(frm.doc.doctype, 'Cost Center', 'Company');
|
||||||
|
|
||||||
|
return {
|
||||||
|
filters: [
|
||||||
|
['DocType', 'issingle', '=', 0],
|
||||||
|
['DocType', 'istable', '=', 0],
|
||||||
|
['DocType', 'name', 'not in', invalid_doctypes],
|
||||||
|
['DocType', 'module', 'not in', ["Email", "Core", "Custom", "Event Streaming", "Social", "Data Migration", "Geo", "Desk"]]
|
||||||
|
]
|
||||||
|
};
|
||||||
});
|
});
|
||||||
}
|
}
|
||||||
});
|
});
|
||||||
|
|||||||
@ -1,18 +1,18 @@
|
|||||||
{
|
{
|
||||||
"actions": [],
|
"actions": [],
|
||||||
"autoname": "format:SLA-{service_level}-{####}",
|
"autoname": "format:SLA-{document_type}-{service_level}-{####}",
|
||||||
"creation": "2018-12-26 21:08:15.448812",
|
"creation": "2018-12-26 21:08:15.448812",
|
||||||
"doctype": "DocType",
|
"doctype": "DocType",
|
||||||
"editable_grid": 1,
|
"editable_grid": 1,
|
||||||
"engine": "InnoDB",
|
"engine": "InnoDB",
|
||||||
"field_order": [
|
"field_order": [
|
||||||
"enable",
|
"enabled",
|
||||||
"section_break_2",
|
"section_break_2",
|
||||||
"service_level",
|
"document_type",
|
||||||
"default_priority",
|
|
||||||
"default_service_level_agreement",
|
"default_service_level_agreement",
|
||||||
|
"default_priority",
|
||||||
"column_break_2",
|
"column_break_2",
|
||||||
"employee_group",
|
"service_level",
|
||||||
"holiday_list",
|
"holiday_list",
|
||||||
"entity_section",
|
"entity_section",
|
||||||
"entity_type",
|
"entity_type",
|
||||||
@ -20,13 +20,14 @@
|
|||||||
"entity",
|
"entity",
|
||||||
"agreement_details_section",
|
"agreement_details_section",
|
||||||
"start_date",
|
"start_date",
|
||||||
"active",
|
|
||||||
"column_break_7",
|
"column_break_7",
|
||||||
"end_date",
|
"end_date",
|
||||||
"section_break_18",
|
|
||||||
"pause_sla_on",
|
|
||||||
"response_and_resolution_time_section",
|
"response_and_resolution_time_section",
|
||||||
|
"apply_sla_for_resolution",
|
||||||
"priorities",
|
"priorities",
|
||||||
|
"status_details",
|
||||||
|
"sla_fulfilled_on",
|
||||||
|
"pause_sla_on",
|
||||||
"support_and_resolution_section_break",
|
"support_and_resolution_section_break",
|
||||||
"support_and_resolution"
|
"support_and_resolution"
|
||||||
],
|
],
|
||||||
@ -36,7 +37,7 @@
|
|||||||
"fieldtype": "Data",
|
"fieldtype": "Data",
|
||||||
"in_list_view": 1,
|
"in_list_view": 1,
|
||||||
"in_standard_filter": 1,
|
"in_standard_filter": 1,
|
||||||
"label": "Service Level",
|
"label": "Service Level Name",
|
||||||
"reqd": 1
|
"reqd": 1
|
||||||
},
|
},
|
||||||
{
|
{
|
||||||
@ -51,20 +52,12 @@
|
|||||||
"fieldtype": "Column Break"
|
"fieldtype": "Column Break"
|
||||||
},
|
},
|
||||||
{
|
{
|
||||||
"fieldname": "employee_group",
|
"depends_on": "eval: !doc.default_service_level_agreement",
|
||||||
"fieldtype": "Link",
|
|
||||||
"in_list_view": 1,
|
|
||||||
"in_standard_filter": 1,
|
|
||||||
"label": "Employee Group",
|
|
||||||
"options": "Employee Group"
|
|
||||||
},
|
|
||||||
{
|
|
||||||
"fieldname": "agreement_details_section",
|
"fieldname": "agreement_details_section",
|
||||||
"fieldtype": "Section Break",
|
"fieldtype": "Section Break",
|
||||||
"label": "Agreement Details"
|
"label": "Agreement Details"
|
||||||
},
|
},
|
||||||
{
|
{
|
||||||
"depends_on": "eval: !doc.default_service_level_agreement",
|
|
||||||
"fieldname": "start_date",
|
"fieldname": "start_date",
|
||||||
"fieldtype": "Date",
|
"fieldtype": "Date",
|
||||||
"label": "Start Date"
|
"label": "Start Date"
|
||||||
@ -81,21 +74,18 @@
|
|||||||
"label": "End Date"
|
"label": "End Date"
|
||||||
},
|
},
|
||||||
{
|
{
|
||||||
"collapsible": 1,
|
|
||||||
"fieldname": "response_and_resolution_time_section",
|
"fieldname": "response_and_resolution_time_section",
|
||||||
"fieldtype": "Section Break",
|
"fieldtype": "Section Break",
|
||||||
"label": "Response and Resolution Time"
|
"label": "Response and Resolution Time"
|
||||||
},
|
},
|
||||||
{
|
{
|
||||||
"collapsible": 1,
|
|
||||||
"fieldname": "support_and_resolution_section_break",
|
"fieldname": "support_and_resolution_section_break",
|
||||||
"fieldtype": "Section Break",
|
"fieldtype": "Section Break",
|
||||||
"label": "Support Hours"
|
"label": "Working Hours"
|
||||||
},
|
},
|
||||||
{
|
{
|
||||||
"fieldname": "support_and_resolution",
|
"fieldname": "support_and_resolution",
|
||||||
"fieldtype": "Table",
|
"fieldtype": "Table",
|
||||||
"label": "Support and Resolution",
|
|
||||||
"options": "Service Day",
|
"options": "Service Day",
|
||||||
"reqd": 1
|
"reqd": 1
|
||||||
},
|
},
|
||||||
@ -106,13 +96,6 @@
|
|||||||
"options": "Service Level Priority",
|
"options": "Service Level Priority",
|
||||||
"reqd": 1
|
"reqd": 1
|
||||||
},
|
},
|
||||||
{
|
|
||||||
"default": "1",
|
|
||||||
"fieldname": "active",
|
|
||||||
"fieldtype": "Check",
|
|
||||||
"label": "Active",
|
|
||||||
"read_only": 1
|
|
||||||
},
|
|
||||||
{
|
{
|
||||||
"fieldname": "column_break_10",
|
"fieldname": "column_break_10",
|
||||||
"fieldtype": "Column Break"
|
"fieldtype": "Column Break"
|
||||||
@ -138,15 +121,10 @@
|
|||||||
"label": "Entity Type",
|
"label": "Entity Type",
|
||||||
"options": "\nCustomer\nCustomer Group\nTerritory"
|
"options": "\nCustomer\nCustomer Group\nTerritory"
|
||||||
},
|
},
|
||||||
{
|
|
||||||
"default": "1",
|
|
||||||
"fieldname": "enable",
|
|
||||||
"fieldtype": "Check",
|
|
||||||
"label": "Enable"
|
|
||||||
},
|
|
||||||
{
|
{
|
||||||
"fieldname": "section_break_2",
|
"fieldname": "section_break_2",
|
||||||
"fieldtype": "Section Break"
|
"fieldtype": "Section Break",
|
||||||
|
"hide_border": 1
|
||||||
},
|
},
|
||||||
{
|
{
|
||||||
"default": "0",
|
"default": "0",
|
||||||
@ -161,20 +139,46 @@
|
|||||||
"options": "Issue Priority",
|
"options": "Issue Priority",
|
||||||
"read_only": 1
|
"read_only": 1
|
||||||
},
|
},
|
||||||
{
|
|
||||||
"fieldname": "section_break_18",
|
|
||||||
"fieldtype": "Section Break",
|
|
||||||
"hide_border": 1
|
|
||||||
},
|
|
||||||
{
|
{
|
||||||
"fieldname": "pause_sla_on",
|
"fieldname": "pause_sla_on",
|
||||||
"fieldtype": "Table",
|
"fieldtype": "Table",
|
||||||
"label": "Pause SLA On",
|
"label": "SLA Paused On",
|
||||||
"options": "Pause SLA On Status"
|
"options": "Pause SLA On Status"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"fieldname": "document_type",
|
||||||
|
"fieldtype": "Link",
|
||||||
|
"label": "Document Type",
|
||||||
|
"options": "DocType",
|
||||||
|
"reqd": 1
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"default": "1",
|
||||||
|
"fieldname": "enabled",
|
||||||
|
"fieldtype": "Check",
|
||||||
|
"label": "Enabled"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"fieldname": "status_details",
|
||||||
|
"fieldtype": "Section Break",
|
||||||
|
"label": "Status Details"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"fieldname": "sla_fulfilled_on",
|
||||||
|
"fieldtype": "Table",
|
||||||
|
"label": "SLA Fulfilled On",
|
||||||
|
"options": "SLA Fulfilled On Status",
|
||||||
|
"reqd": 1
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"default": "1",
|
||||||
|
"fieldname": "apply_sla_for_resolution",
|
||||||
|
"fieldtype": "Check",
|
||||||
|
"label": "Apply SLA for Resolution Time"
|
||||||
}
|
}
|
||||||
],
|
],
|
||||||
"links": [],
|
"links": [],
|
||||||
"modified": "2020-06-10 12:30:15.050785",
|
"modified": "2021-05-29 13:35:41.956849",
|
||||||
"modified_by": "Administrator",
|
"modified_by": "Administrator",
|
||||||
"module": "Support",
|
"module": "Support",
|
||||||
"name": "Service Level Agreement",
|
"name": "Service Level Agreement",
|
||||||
|
|||||||
@ -6,44 +6,43 @@ from __future__ import unicode_literals
|
|||||||
import frappe
|
import frappe
|
||||||
from frappe.model.document import Document
|
from frappe.model.document import Document
|
||||||
from frappe import _
|
from frappe import _
|
||||||
from frappe.utils import getdate, get_weekdays, get_link_to_form
|
from frappe.core.utils import get_parent_doc
|
||||||
|
from frappe.utils import time_diff_in_seconds, getdate, get_weekdays, add_to_date, get_time, get_datetime, \
|
||||||
|
get_time_zone, to_timedelta, get_datetime_str, get_link_to_form, cint
|
||||||
|
from datetime import datetime
|
||||||
|
from erpnext.support.doctype.issue.issue import get_holidays
|
||||||
|
|
||||||
class ServiceLevelAgreement(Document):
|
class ServiceLevelAgreement(Document):
|
||||||
|
|
||||||
def validate(self):
|
def validate(self):
|
||||||
self.validate_doc()
|
self.validate_doc()
|
||||||
|
self.validate_status_field()
|
||||||
self.check_priorities()
|
self.check_priorities()
|
||||||
self.check_support_and_resolution()
|
self.check_support_and_resolution()
|
||||||
|
|
||||||
def check_priorities(self):
|
def check_priorities(self):
|
||||||
default_priority = []
|
|
||||||
priorities = []
|
priorities = []
|
||||||
|
|
||||||
for priority in self.priorities:
|
for priority in self.priorities:
|
||||||
# Check if response and resolution time is set for every priority
|
# Check if response and resolution time is set for every priority
|
||||||
if not priority.response_time or not priority.resolution_time:
|
if not priority.response_time:
|
||||||
frappe.throw(_("Set Response Time and Resolution Time for Priority {0} in row {1}.").format(priority.priority, priority.idx))
|
frappe.throw(_("Set Response Time for Priority {0} in row {1}.").format(priority.priority, priority.idx))
|
||||||
|
|
||||||
priorities.append(priority.priority)
|
if self.apply_sla_for_resolution:
|
||||||
|
if not priority.resolution_time:
|
||||||
if priority.default_priority:
|
frappe.throw(_("Set Response Time for Priority {0} in row {1}.").format(priority.priority, priority.idx))
|
||||||
default_priority.append(priority.default_priority)
|
|
||||||
|
|
||||||
response = priority.response_time
|
response = priority.response_time
|
||||||
resolution = priority.resolution_time
|
resolution = priority.resolution_time
|
||||||
|
|
||||||
if response > resolution:
|
if response > resolution:
|
||||||
frappe.throw(_("Response Time for {0} priority in row {1} can't be greater than Resolution Time.").format(priority.priority, priority.idx))
|
frappe.throw(_("Response Time for {0} priority in row {1} can't be greater than Resolution Time.").format(priority.priority, priority.idx))
|
||||||
|
|
||||||
|
priorities.append(priority.priority)
|
||||||
|
|
||||||
# Check if repeated priority
|
# Check if repeated priority
|
||||||
if not len(set(priorities)) == len(priorities):
|
if not len(set(priorities)) == len(priorities):
|
||||||
repeated_priority = get_repeated(priorities)
|
repeated_priority = get_repeated(priorities)
|
||||||
frappe.throw(_("Priority {0} has been repeated.").format(repeated_priority))
|
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
|
# set default priority from priorities
|
||||||
try:
|
try:
|
||||||
self.default_priority = next(d.priority for d in self.priorities if d.default_priority)
|
self.default_priority = next(d.priority for d in self.priorities if d.default_priority)
|
||||||
@ -55,17 +54,12 @@ class ServiceLevelAgreement(Document):
|
|||||||
support_days = []
|
support_days = []
|
||||||
|
|
||||||
for support_and_resolution in self.support_and_resolution:
|
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_days.append(support_and_resolution.workday)
|
||||||
support_and_resolution.idx = week.index(support_and_resolution.workday) + 1
|
support_and_resolution.idx = week.index(support_and_resolution.workday) + 1
|
||||||
|
|
||||||
if support_and_resolution.start_time >= support_and_resolution.end_time:
|
if to_timedelta(support_and_resolution.start_time) >= to_timedelta(support_and_resolution.end_time):
|
||||||
frappe.throw(_("Start Time can't be greater than or equal to End Time \
|
frappe.throw(_("Start Time can't be greater than or equal to End Time for {0}.").format(
|
||||||
for {0}.".format(support_and_resolution.workday)))
|
support_and_resolution.workday))
|
||||||
|
|
||||||
# Check for repeated workday
|
# Check for repeated workday
|
||||||
if not len(set(support_days)) == len(support_days):
|
if not len(set(support_days)) == len(support_days):
|
||||||
@ -73,24 +67,34 @@ class ServiceLevelAgreement(Document):
|
|||||||
frappe.throw(_("Workday {0} has been repeated.").format(repeated_days))
|
frappe.throw(_("Workday {0} has been repeated.").format(repeated_days))
|
||||||
|
|
||||||
def validate_doc(self):
|
def validate_doc(self):
|
||||||
if not frappe.db.get_single_value("Support Settings", "track_service_level_agreement") and self.enable:
|
if self.enabled and self.document_type == "Issue" \
|
||||||
|
and not frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
|
||||||
frappe.throw(_("{0} is not enabled in {1}").format(frappe.bold("Track Service Level Agreement"),
|
frappe.throw(_("{0} is not enabled in {1}").format(frappe.bold("Track Service Level Agreement"),
|
||||||
get_link_to_form("Support Settings", "Support Settings")))
|
get_link_to_form("Support Settings", "Support Settings")))
|
||||||
|
|
||||||
if self.default_service_level_agreement:
|
if self.default_service_level_agreement and frappe.db.exists("Service Level Agreement", {
|
||||||
if frappe.db.exists("Service Level Agreement", {"default_service_level_agreement": "1", "name": ["!=", self.name]}):
|
"document_type": self.document_type,
|
||||||
frappe.throw(_("A Default Service Level Agreement already exists."))
|
"default_service_level_agreement": "1",
|
||||||
else:
|
"name": ["!=", self.name]
|
||||||
|
}):
|
||||||
|
frappe.throw(_("Default Service Level Agreement for {0} already exists.").format(self.document_type))
|
||||||
|
|
||||||
if self.start_date and self.end_date:
|
if self.start_date and self.end_date:
|
||||||
if getdate(self.start_date) >= getdate(self.end_date):
|
self.validate_from_to_dates(self.start_date, self.end_date)
|
||||||
frappe.throw(_("Start Date of Agreement can't be greater than or equal to End Date."))
|
|
||||||
|
|
||||||
if getdate(self.end_date) < getdate(frappe.utils.getdate()):
|
if self.entity_type and self.entity and frappe.db.exists("Service Level Agreement", {
|
||||||
frappe.throw(_("End Date of Agreement can't be less than today."))
|
"entity_type": self.entity_type,
|
||||||
|
"entity": self.entity,
|
||||||
|
"name": ["!=", self.name]
|
||||||
|
}):
|
||||||
|
frappe.throw(_("Service Level Agreement for {0} {1} already exists.").format(
|
||||||
|
frappe.bold(self.entity_type), frappe.bold(self.entity)))
|
||||||
|
|
||||||
if self.entity_type and self.entity:
|
def validate_status_field(self):
|
||||||
if frappe.db.exists("Service Level Agreement", {"entity_type": self.entity_type, "entity": self.entity, "name": ["!=", self.name]}):
|
meta = frappe.get_meta(self.document_type)
|
||||||
frappe.throw(_("Service Level Agreement with Entity Type {0} and Entity {1} already exists.").format(self.entity_type, self.entity))
|
if not meta.get_field("status"):
|
||||||
|
frappe.throw(_("The Document Type {0} must have a Status field to configure Service Level Agreement").format(
|
||||||
|
frappe.bold(self.document_type)))
|
||||||
|
|
||||||
def get_service_level_agreement_priority(self, priority):
|
def get_service_level_agreement_priority(self, priority):
|
||||||
priority = frappe.get_doc("Service Level Priority", {"priority": priority, "parent": self.name})
|
priority = frappe.get_doc("Service Level Priority", {"priority": priority, "parent": self.name})
|
||||||
@ -101,78 +105,169 @@ class ServiceLevelAgreement(Document):
|
|||||||
"resolution_time": priority.resolution_time
|
"resolution_time": priority.resolution_time
|
||||||
})
|
})
|
||||||
|
|
||||||
|
def before_insert(self):
|
||||||
|
# no need to set up SLA fields for Issue dt as they are standard fields in Issue
|
||||||
|
if self.document_type == "Issue":
|
||||||
|
return
|
||||||
|
|
||||||
|
service_level_agreement_fields = get_service_level_agreement_fields()
|
||||||
|
meta = frappe.get_meta(self.document_type, cached=False)
|
||||||
|
|
||||||
|
if meta.custom:
|
||||||
|
self.create_docfields(meta, service_level_agreement_fields)
|
||||||
|
else:
|
||||||
|
self.create_custom_fields(meta, service_level_agreement_fields)
|
||||||
|
|
||||||
|
def on_trash(self):
|
||||||
|
set_documents_with_active_service_level_agreement()
|
||||||
|
|
||||||
|
def after_insert(self):
|
||||||
|
set_documents_with_active_service_level_agreement()
|
||||||
|
|
||||||
|
def on_update(self):
|
||||||
|
set_documents_with_active_service_level_agreement()
|
||||||
|
|
||||||
|
def create_docfields(self, meta, service_level_agreement_fields):
|
||||||
|
last_index = len(meta.fields)
|
||||||
|
|
||||||
|
for field in service_level_agreement_fields:
|
||||||
|
if not meta.has_field(field.get("fieldname")):
|
||||||
|
last_index += 1
|
||||||
|
|
||||||
|
frappe.get_doc({
|
||||||
|
"doctype": "DocField",
|
||||||
|
"idx": last_index,
|
||||||
|
"parenttype": "DocType",
|
||||||
|
"parentfield": "fields",
|
||||||
|
"parent": self.document_type,
|
||||||
|
"label": field.get("label"),
|
||||||
|
"fieldname": field.get("fieldname"),
|
||||||
|
"fieldtype": field.get("fieldtype"),
|
||||||
|
"collapsible": field.get("collapsible"),
|
||||||
|
"options": field.get("options"),
|
||||||
|
"read_only": field.get("read_only"),
|
||||||
|
"hidden": field.get("hidden"),
|
||||||
|
"description": field.get("description"),
|
||||||
|
"default": field.get("default"),
|
||||||
|
}).insert(ignore_permissions=True)
|
||||||
|
else:
|
||||||
|
existing_field = meta.get_field(field.get("fieldname"))
|
||||||
|
self.reset_field_properties(existing_field, "DocField", field)
|
||||||
|
|
||||||
|
# to update meta and modified timestamp
|
||||||
|
frappe.get_doc('DocType', self.document_type).save(ignore_permissions=True)
|
||||||
|
|
||||||
|
def create_custom_fields(self, meta, service_level_agreement_fields):
|
||||||
|
for field in service_level_agreement_fields:
|
||||||
|
if not meta.has_field(field.get("fieldname")):
|
||||||
|
frappe.get_doc({
|
||||||
|
"doctype": "Custom Field",
|
||||||
|
"dt": self.document_type,
|
||||||
|
"label": field.get("label"),
|
||||||
|
"fieldname": field.get("fieldname"),
|
||||||
|
"fieldtype": field.get("fieldtype"),
|
||||||
|
"insert_after": "append",
|
||||||
|
"collapsible": field.get("collapsible"),
|
||||||
|
"options": field.get("options"),
|
||||||
|
"read_only": field.get("read_only"),
|
||||||
|
"hidden": field.get("hidden"),
|
||||||
|
"description": field.get("description"),
|
||||||
|
"default": field.get("default"),
|
||||||
|
}).insert(ignore_permissions=True)
|
||||||
|
else:
|
||||||
|
existing_field = meta.get_field(field.get("fieldname"))
|
||||||
|
self.reset_field_properties(existing_field, "Custom Field", field)
|
||||||
|
|
||||||
|
def reset_field_properties(self, field, field_dt, sla_field):
|
||||||
|
field = frappe.get_doc(field_dt, {"fieldname": field.fieldname})
|
||||||
|
field.label = sla_field.get("label")
|
||||||
|
field.fieldname = sla_field.get("fieldname")
|
||||||
|
field.fieldtype = sla_field.get("fieldtype")
|
||||||
|
field.collapsible = sla_field.get("collapsible")
|
||||||
|
field.hidden = sla_field.get("hidden")
|
||||||
|
field.options = sla_field.get("options")
|
||||||
|
field.read_only = sla_field.get("read_only")
|
||||||
|
field.hidden = sla_field.get("hidden")
|
||||||
|
field.description = sla_field.get("description")
|
||||||
|
field.default = sla_field.get("default")
|
||||||
|
field.save(ignore_permissions=True)
|
||||||
|
|
||||||
|
|
||||||
def check_agreement_status():
|
def check_agreement_status():
|
||||||
service_level_agreements = frappe.get_list("Service Level Agreement", filters=[
|
service_level_agreements = frappe.get_all("Service Level Agreement", filters=[
|
||||||
{"active": 1},
|
{"enabled": 1},
|
||||||
{"default_service_level_agreement": 0}
|
{"default_service_level_agreement": 0}
|
||||||
], fields=["name"])
|
], fields=["name"])
|
||||||
|
|
||||||
for service_level_agreement in service_level_agreements:
|
for service_level_agreement in service_level_agreements:
|
||||||
doc = frappe.get_doc("Service Level Agreement", service_level_agreement.name)
|
doc = frappe.get_doc("Service Level Agreement", service_level_agreement.name)
|
||||||
if doc.end_date and getdate(doc.end_date) < getdate(frappe.utils.getdate()):
|
if doc.end_date and getdate(doc.end_date) < getdate(frappe.utils.getdate()):
|
||||||
frappe.db.set_value("Service Level Agreement", service_level_agreement.name, "active", 0)
|
frappe.db.set_value("Service Level Agreement", service_level_agreement.name, "enabled", 0)
|
||||||
|
|
||||||
def get_active_service_level_agreement_for(priority, customer=None, service_level_agreement=None):
|
|
||||||
if not frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
|
def get_active_service_level_agreement_for(doctype, priority, customer=None, service_level_agreement=None):
|
||||||
|
if doctype == "Issue" and not frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
|
||||||
return
|
return
|
||||||
|
|
||||||
filters = [
|
filters = [
|
||||||
["Service Level Agreement", "active", "=", 1],
|
["Service Level Agreement", "document_type", "=", doctype],
|
||||||
["Service Level Agreement", "enable", "=", 1]
|
["Service Level Agreement", "enabled", "=", 1]
|
||||||
]
|
]
|
||||||
|
|
||||||
if priority:
|
if priority:
|
||||||
filters.append(["Service Level Priority", "priority", "=", priority])
|
filters.append(["Service Level Priority", "priority", "=", priority])
|
||||||
|
|
||||||
or_filters = [
|
or_filters = []
|
||||||
["Service Level Agreement", "entity", "in", [customer, get_customer_group(customer), get_customer_territory(customer)]]
|
|
||||||
]
|
|
||||||
if service_level_agreement:
|
if service_level_agreement:
|
||||||
or_filters = [
|
or_filters = [
|
||||||
["Service Level Agreement", "name", "=", service_level_agreement],
|
["Service Level Agreement", "name", "=", service_level_agreement],
|
||||||
]
|
]
|
||||||
|
|
||||||
|
if customer:
|
||||||
|
or_filters.append(
|
||||||
|
["Service Level Agreement", "entity", "in", [customer, get_customer_group(customer), get_customer_territory(customer)]]
|
||||||
|
)
|
||||||
or_filters.append(["Service Level Agreement", "default_service_level_agreement", "=", 1])
|
or_filters.append(["Service Level Agreement", "default_service_level_agreement", "=", 1])
|
||||||
|
|
||||||
agreement = frappe.get_list("Service Level Agreement", filters=filters, or_filters=or_filters,
|
agreement = frappe.get_all("Service Level Agreement", filters=filters, or_filters=or_filters,
|
||||||
fields=["name", "default_priority"])
|
fields=["name", "default_priority", "apply_sla_for_resolution"])
|
||||||
|
|
||||||
return agreement[0] if agreement else None
|
return agreement[0] if agreement else None
|
||||||
|
|
||||||
|
|
||||||
def get_customer_group(customer):
|
def get_customer_group(customer):
|
||||||
if customer:
|
return frappe.db.get_value("Customer", customer, "customer_group") if customer else None
|
||||||
return frappe.db.get_value("Customer", customer, "customer_group")
|
|
||||||
|
|
||||||
def get_customer_territory(customer):
|
def get_customer_territory(customer):
|
||||||
if customer:
|
return frappe.db.get_value("Customer", customer, "territory") if customer else None
|
||||||
return frappe.db.get_value("Customer", customer, "territory")
|
|
||||||
|
|
||||||
@frappe.whitelist()
|
@frappe.whitelist()
|
||||||
def get_service_level_agreement_filters(name, customer=None):
|
def get_service_level_agreement_filters(doctype, name, customer=None):
|
||||||
if not frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
|
if not frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
|
||||||
return
|
return
|
||||||
|
|
||||||
filters = [
|
filters = [
|
||||||
["Service Level Agreement", "active", "=", 1],
|
["Service Level Agreement", "document_type", "=", doctype],
|
||||||
["Service Level Agreement", "enable", "=", 1]
|
["Service Level Agreement", "enabled", "=", 1]
|
||||||
]
|
]
|
||||||
|
|
||||||
if not customer:
|
|
||||||
or_filters = [
|
or_filters = [
|
||||||
["Service Level Agreement", "default_service_level_agreement", "=", 1]
|
["Service Level Agreement", "default_service_level_agreement", "=", 1]
|
||||||
]
|
]
|
||||||
else:
|
|
||||||
|
if customer:
|
||||||
# Include SLA with No Entity and Entity Type
|
# Include SLA with No Entity and Entity Type
|
||||||
or_filters = [
|
or_filters.append(
|
||||||
["Service Level Agreement", "entity", "in", [customer, get_customer_group(customer), get_customer_territory(customer), ""]],
|
["Service Level Agreement", "entity", "in", [customer, get_customer_group(customer), get_customer_territory(customer), ""]]
|
||||||
["Service Level Agreement", "default_service_level_agreement", "=", 1]
|
)
|
||||||
]
|
|
||||||
|
|
||||||
return {
|
return {
|
||||||
"priority": [priority.priority for priority in frappe.get_list("Service Level Priority", filters={"parent": name}, fields=["priority"])],
|
"priority": [priority.priority for priority in frappe.get_all("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)]
|
"service_level_agreements": [d.name for d in frappe.get_all("Service Level Agreement", filters=filters, or_filters=or_filters)]
|
||||||
}
|
}
|
||||||
|
|
||||||
|
|
||||||
def get_repeated(values):
|
def get_repeated(values):
|
||||||
unique_list = []
|
unique_list = []
|
||||||
diff = []
|
diff = []
|
||||||
@ -183,3 +278,573 @@ def get_repeated(values):
|
|||||||
if value not in diff:
|
if value not in diff:
|
||||||
diff.append(str(value))
|
diff.append(str(value))
|
||||||
return " ".join(diff)
|
return " ".join(diff)
|
||||||
|
|
||||||
|
|
||||||
|
def get_documents_with_active_service_level_agreement():
|
||||||
|
if not frappe.cache().hget("service_level_agreement", "active"):
|
||||||
|
set_documents_with_active_service_level_agreement()
|
||||||
|
|
||||||
|
return frappe.cache().hget("service_level_agreement", "active")
|
||||||
|
|
||||||
|
|
||||||
|
def set_documents_with_active_service_level_agreement():
|
||||||
|
active = [sla.document_type for sla in frappe.get_all("Service Level Agreement", fields=["document_type"])]
|
||||||
|
frappe.cache().hset("service_level_agreement", "active", active)
|
||||||
|
|
||||||
|
|
||||||
|
def apply(doc, method=None):
|
||||||
|
# Applies SLA to document on validate
|
||||||
|
if frappe.flags.in_patch or frappe.flags.in_install or frappe.flags.in_setup_wizard or \
|
||||||
|
doc.doctype not in get_documents_with_active_service_level_agreement():
|
||||||
|
return
|
||||||
|
|
||||||
|
service_level_agreement = get_active_service_level_agreement_for(doctype=doc.get("doctype"), priority=doc.get("priority"),
|
||||||
|
customer=doc.get("customer"), service_level_agreement=doc.get("service_level_agreement"))
|
||||||
|
|
||||||
|
if not service_level_agreement:
|
||||||
|
return
|
||||||
|
|
||||||
|
set_sla_properties(doc, service_level_agreement)
|
||||||
|
|
||||||
|
|
||||||
|
def set_sla_properties(doc, service_level_agreement):
|
||||||
|
if frappe.db.exists(doc.doctype, doc.name):
|
||||||
|
from_db = frappe.get_doc(doc.doctype, doc.name)
|
||||||
|
else:
|
||||||
|
from_db = frappe._dict({})
|
||||||
|
|
||||||
|
meta = frappe.get_meta(doc.doctype)
|
||||||
|
|
||||||
|
if meta.has_field("customer") and service_level_agreement.customer and doc.get("customer") and \
|
||||||
|
not service_level_agreement.customer == doc.get("customer"):
|
||||||
|
frappe.throw(_("Service Level Agreement {0} is specific to Customer {1}").format(service_level_agreement.name,
|
||||||
|
service_level_agreement.customer))
|
||||||
|
|
||||||
|
doc.service_level_agreement = service_level_agreement.name
|
||||||
|
doc.priority = doc.get("priority") or service_level_agreement.default_priority
|
||||||
|
priority = get_priority(doc)
|
||||||
|
|
||||||
|
if not doc.creation:
|
||||||
|
doc.creation = now_datetime(doc.get("owner"))
|
||||||
|
|
||||||
|
if meta.has_field("service_level_agreement_creation"):
|
||||||
|
doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
|
||||||
|
|
||||||
|
start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
|
||||||
|
|
||||||
|
set_response_by_and_variance(doc, meta, start_date_time, priority)
|
||||||
|
if service_level_agreement.apply_sla_for_resolution:
|
||||||
|
set_resolution_by_and_variance(doc, meta, start_date_time, priority)
|
||||||
|
|
||||||
|
update_status(doc, from_db, meta)
|
||||||
|
|
||||||
|
|
||||||
|
def update_status(doc, from_db, meta):
|
||||||
|
if meta.has_field("status"):
|
||||||
|
if meta.has_field("first_responded_on") and doc.status != "Open" and \
|
||||||
|
from_db.status == "Open" and not doc.first_responded_on:
|
||||||
|
doc.first_responded_on = frappe.flags.current_time or now_datetime(doc.get("owner"))
|
||||||
|
|
||||||
|
if meta.has_field("service_level_agreement") and doc.service_level_agreement:
|
||||||
|
# mark sla status as fulfilled based on the configuration
|
||||||
|
fulfillment_statuses = [entry.status for entry in frappe.db.get_all("SLA Fulfilled On Status", filters={
|
||||||
|
"parent": doc.service_level_agreement
|
||||||
|
}, fields=["status"])]
|
||||||
|
|
||||||
|
if doc.status in fulfillment_statuses and from_db.status not in fulfillment_statuses:
|
||||||
|
apply_sla_for_resolution = frappe.db.get_value("Service Level Agreement", doc.service_level_agreement,
|
||||||
|
"apply_sla_for_resolution")
|
||||||
|
|
||||||
|
if apply_sla_for_resolution and meta.has_field("resolution_date"):
|
||||||
|
doc.resolution_date = frappe.flags.current_time or now_datetime(doc.get("owner"))
|
||||||
|
|
||||||
|
if meta.has_field("agreement_status") and from_db.agreement_status == "Ongoing":
|
||||||
|
set_service_level_agreement_variance(doc.doctype, doc.name)
|
||||||
|
update_agreement_status(doc, meta)
|
||||||
|
|
||||||
|
if apply_sla_for_resolution:
|
||||||
|
set_resolution_time(doc, meta)
|
||||||
|
set_user_resolution_time(doc, meta)
|
||||||
|
|
||||||
|
if doc.status == "Open" and from_db.status != "Open":
|
||||||
|
# if no date, it should be set as None and not a blank string "", as per mysql strict config
|
||||||
|
# enable SLA and variance on Reopen
|
||||||
|
reset_metrics(doc, meta)
|
||||||
|
set_service_level_agreement_variance(doc.doctype, doc.name)
|
||||||
|
|
||||||
|
handle_hold_time(doc, meta, from_db.status)
|
||||||
|
|
||||||
|
|
||||||
|
def get_expected_time_for(parameter, service_level, start_date_time):
|
||||||
|
current_date_time = start_date_time
|
||||||
|
expected_time = current_date_time
|
||||||
|
start_time = end_time = None
|
||||||
|
expected_time_is_set = 0
|
||||||
|
|
||||||
|
allotted_seconds = get_allotted_seconds(parameter, service_level)
|
||||||
|
support_days = get_support_days(service_level)
|
||||||
|
holidays = get_holidays(service_level.get("holiday_list"))
|
||||||
|
weekdays = get_weekdays()
|
||||||
|
|
||||||
|
while not expected_time_is_set:
|
||||||
|
current_weekday = weekdays[current_date_time.weekday()]
|
||||||
|
|
||||||
|
if not is_holiday(current_date_time, holidays) and current_weekday in support_days:
|
||||||
|
if getdate(current_date_time) == getdate(start_date_time) \
|
||||||
|
and get_time_in_timedelta(current_date_time.time()) > support_days[current_weekday].start_time:
|
||||||
|
start_time = current_date_time - datetime(current_date_time.year, current_date_time.month, current_date_time.day)
|
||||||
|
else:
|
||||||
|
start_time = support_days[current_weekday].start_time
|
||||||
|
|
||||||
|
end_time = support_days[current_weekday].end_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 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, seconds=allotted_seconds)
|
||||||
|
expected_time_is_set = 1
|
||||||
|
else:
|
||||||
|
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 allotted_seconds >= 86400:
|
||||||
|
current_date_time = datetime.combine(getdate(current_date_time), get_time(end_time))
|
||||||
|
else:
|
||||||
|
current_date_time = expected_time
|
||||||
|
|
||||||
|
return current_date_time
|
||||||
|
|
||||||
|
|
||||||
|
def get_allotted_seconds(parameter, service_level):
|
||||||
|
allotted_seconds = 0
|
||||||
|
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))
|
||||||
|
|
||||||
|
return allotted_seconds
|
||||||
|
|
||||||
|
|
||||||
|
def get_support_days(service_level):
|
||||||
|
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,
|
||||||
|
})
|
||||||
|
return support_days
|
||||||
|
|
||||||
|
|
||||||
|
def set_service_level_agreement_variance(doctype, doc=None):
|
||||||
|
|
||||||
|
filters = {"status": "Open", "agreement_status": "Ongoing"}
|
||||||
|
|
||||||
|
if doc:
|
||||||
|
filters = {"name": doc}
|
||||||
|
|
||||||
|
for entry in frappe.get_all(doctype, filters=filters):
|
||||||
|
current_doc = frappe.get_doc(doctype, entry.name)
|
||||||
|
current_time = frappe.flags.current_time or now_datetime(current_doc.get("owner"))
|
||||||
|
apply_sla_for_resolution = frappe.db.get_value("Service Level Agreement", current_doc.service_level_agreement,
|
||||||
|
"apply_sla_for_resolution")
|
||||||
|
|
||||||
|
if not current_doc.first_responded_on: # first_responded_on set when first reply is sent to customer
|
||||||
|
variance = round(time_diff_in_seconds(current_doc.response_by, current_time), 2)
|
||||||
|
frappe.db.set_value(current_doc.doctype, current_doc.name, "response_by_variance", variance, update_modified=False)
|
||||||
|
|
||||||
|
if variance < 0:
|
||||||
|
frappe.db.set_value(current_doc.doctype, current_doc.name, "agreement_status", "Failed", update_modified=False)
|
||||||
|
|
||||||
|
if apply_sla_for_resolution and not current_doc.get("resolution_date"): # resolution_date set when issue has been closed
|
||||||
|
variance = round(time_diff_in_seconds(current_doc.resolution_by, current_time), 2)
|
||||||
|
frappe.db.set_value(current_doc.doctype, current_doc.name, "resolution_by_variance", variance, update_modified=False)
|
||||||
|
|
||||||
|
if variance < 0:
|
||||||
|
frappe.db.set_value(current_doc.doctype, current_doc.name, "agreement_status", "Failed", update_modified=False)
|
||||||
|
|
||||||
|
|
||||||
|
def set_user_resolution_time(doc, meta):
|
||||||
|
# total time taken by a user to close the issue apart from wait_time
|
||||||
|
if not meta.has_field("user_resolution_time"):
|
||||||
|
return
|
||||||
|
|
||||||
|
communications = frappe.get_all("Communication", filters={
|
||||||
|
"reference_doctype": doc.doctype,
|
||||||
|
"reference_name": doc.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(doc.resolution_date, doc.creation)
|
||||||
|
doc.user_resolution_time = resolution_time_in_secs - total_pending_time
|
||||||
|
|
||||||
|
|
||||||
|
def change_service_level_agreement_and_priority(self):
|
||||||
|
if self.service_level_agreement and frappe.db.exists("Issue", self.name) and \
|
||||||
|
frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
|
||||||
|
|
||||||
|
if not self.priority == frappe.db.get_value("Issue", self.name, "priority"):
|
||||||
|
self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
|
||||||
|
frappe.msgprint(_("Priority has been changed to {0}.").format(self.priority))
|
||||||
|
|
||||||
|
if not self.service_level_agreement == frappe.db.get_value("Issue", self.name, "service_level_agreement"):
|
||||||
|
self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
|
||||||
|
frappe.msgprint(_("Service Level Agreement has been changed to {0}.").format(self.service_level_agreement))
|
||||||
|
|
||||||
|
|
||||||
|
def get_priority(doc):
|
||||||
|
service_level_agreement = frappe.get_doc("Service Level Agreement", doc.service_level_agreement)
|
||||||
|
priority = service_level_agreement.get_service_level_agreement_priority(doc.priority)
|
||||||
|
priority.update({
|
||||||
|
"support_and_resolution": service_level_agreement.support_and_resolution,
|
||||||
|
"holiday_list": service_level_agreement.holiday_list
|
||||||
|
})
|
||||||
|
return priority
|
||||||
|
|
||||||
|
|
||||||
|
def reset_service_level_agreement(doc, reason, user):
|
||||||
|
if not frappe.db.get_single_value("Support Settings", "allow_resetting_service_level_agreement"):
|
||||||
|
frappe.throw(_("Allow Resetting Service Level Agreement from Support Settings."))
|
||||||
|
|
||||||
|
frappe.get_doc({
|
||||||
|
"doctype": "Comment",
|
||||||
|
"comment_type": "Info",
|
||||||
|
"reference_doctype": doc.doctype,
|
||||||
|
"reference_name": doc.name,
|
||||||
|
"comment_email": user,
|
||||||
|
"content": " resetted Service Level Agreement - {0}".format(_(reason)),
|
||||||
|
}).insert(ignore_permissions=True)
|
||||||
|
|
||||||
|
doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
|
||||||
|
doc.set_response_and_resolution_time(priority=doc.priority, service_level_agreement=doc.service_level_agreement)
|
||||||
|
doc.agreement_status = "Ongoing"
|
||||||
|
doc.save()
|
||||||
|
|
||||||
|
|
||||||
|
def reset_metrics(doc, meta):
|
||||||
|
if meta.has_field("resolution_date"):
|
||||||
|
doc.resolution_date = None
|
||||||
|
|
||||||
|
if not meta.has_field("resolution_time"):
|
||||||
|
doc.resolution_time = None
|
||||||
|
|
||||||
|
if not meta.has_field("user_resolution_time"):
|
||||||
|
doc.user_resolution_time = None
|
||||||
|
|
||||||
|
if meta.has_field("agreement_status"):
|
||||||
|
doc.agreement_status = "Ongoing"
|
||||||
|
|
||||||
|
|
||||||
|
def set_resolution_time(doc, meta):
|
||||||
|
# total time taken from issue creation to closing
|
||||||
|
if not meta.has_field("resolution_time"):
|
||||||
|
return
|
||||||
|
|
||||||
|
doc.resolution_time = time_diff_in_seconds(doc.resolution_date, doc.creation)
|
||||||
|
|
||||||
|
|
||||||
|
# called via hooks on communication update
|
||||||
|
def update_hold_time(doc, status):
|
||||||
|
parent = get_parent_doc(doc)
|
||||||
|
if not parent:
|
||||||
|
return
|
||||||
|
|
||||||
|
if doc.communication_type == "Comment":
|
||||||
|
return
|
||||||
|
|
||||||
|
status_field = parent.meta.get_field("status")
|
||||||
|
if status_field:
|
||||||
|
options = (status_field.options or "").splitlines()
|
||||||
|
|
||||||
|
# if status has a "Replied" option, then handle hold time
|
||||||
|
if ("Replied" in options) and doc.sent_or_received == "Received":
|
||||||
|
meta = frappe.get_meta(parent.doctype)
|
||||||
|
handle_hold_time(parent, meta, 'Replied')
|
||||||
|
|
||||||
|
|
||||||
|
def handle_hold_time(doc, meta, status):
|
||||||
|
if meta.has_field("service_level_agreement") and doc.service_level_agreement:
|
||||||
|
# set response and resolution variance as None as the issue is on Hold for status as Replied
|
||||||
|
hold_statuses = [entry.status for entry in frappe.db.get_all("Pause SLA On Status", filters={
|
||||||
|
"parent": doc.service_level_agreement
|
||||||
|
}, fields=["status"])]
|
||||||
|
|
||||||
|
if not hold_statuses:
|
||||||
|
return
|
||||||
|
|
||||||
|
if meta.has_field("status") and doc.status in hold_statuses and status not in hold_statuses:
|
||||||
|
apply_hold_status(doc, meta)
|
||||||
|
|
||||||
|
# calculate hold time when status is changed from any hold status to any non-hold status
|
||||||
|
if meta.has_field("status") and doc.status not in hold_statuses and status in hold_statuses:
|
||||||
|
reset_hold_status_and_update_hold_time(doc, meta)
|
||||||
|
|
||||||
|
|
||||||
|
def apply_hold_status(doc, meta):
|
||||||
|
update_values = {'on_hold_since': frappe.flags.current_time or now_datetime(doc.get("owner"))}
|
||||||
|
|
||||||
|
if meta.has_field("first_responded_on") and not doc.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
|
||||||
|
|
||||||
|
doc.db_set(update_values)
|
||||||
|
|
||||||
|
|
||||||
|
def reset_hold_status_and_update_hold_time(doc, meta):
|
||||||
|
hold_time = doc.total_hold_time if meta.has_field("total_hold_time") and doc.total_hold_time else 0
|
||||||
|
now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
|
||||||
|
last_hold_time = 0
|
||||||
|
update_values = {}
|
||||||
|
|
||||||
|
if meta.has_field("on_hold_since") and doc.on_hold_since:
|
||||||
|
# last_hold_time will be added to the sla variables
|
||||||
|
last_hold_time = time_diff_in_seconds(now_time, doc.on_hold_since)
|
||||||
|
update_values['total_hold_time'] = hold_time + last_hold_time
|
||||||
|
|
||||||
|
# re-calculate SLA variables after issue changes from any hold status to any non-hold status
|
||||||
|
start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
|
||||||
|
priority = get_priority(doc)
|
||||||
|
now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
|
||||||
|
|
||||||
|
# add hold time to response by variance
|
||||||
|
if meta.has_field("first_responded_on") and not doc.first_responded_on:
|
||||||
|
response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
|
||||||
|
response_by = add_to_date(response_by, seconds=round(last_hold_time))
|
||||||
|
response_by_variance = round(time_diff_in_seconds(response_by, now_time))
|
||||||
|
|
||||||
|
update_values['response_by'] = response_by
|
||||||
|
update_values['response_by_variance'] = response_by_variance + last_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))
|
||||||
|
|
||||||
|
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)
|
||||||
|
|
||||||
|
|
||||||
|
def get_service_level_agreement_fields():
|
||||||
|
return [
|
||||||
|
{
|
||||||
|
"collapsible": 1,
|
||||||
|
"fieldname": "service_level_section",
|
||||||
|
"fieldtype": "Section Break",
|
||||||
|
"label": "Service Level"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"fieldname": "service_level_agreement",
|
||||||
|
"fieldtype": "Link",
|
||||||
|
"label": "Service Level Agreement",
|
||||||
|
"options": "Service Level Agreement"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"fieldname": "priority",
|
||||||
|
"fieldtype": "Link",
|
||||||
|
"label": "Priority",
|
||||||
|
"options": "Issue Priority"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"fieldname": "response_by",
|
||||||
|
"fieldtype": "Datetime",
|
||||||
|
"label": "Response By",
|
||||||
|
"read_only": 1
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"fieldname": "response_by_variance",
|
||||||
|
"fieldtype": "Duration",
|
||||||
|
"hide_seconds": 1,
|
||||||
|
"label": "Response By Variance",
|
||||||
|
"read_only": 1
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"fieldname": "first_responded_on",
|
||||||
|
"fieldtype": "Datetime",
|
||||||
|
"label": "First Responded On",
|
||||||
|
"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
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"fieldname": "cb",
|
||||||
|
"fieldtype": "Column Break",
|
||||||
|
"read_only": 1
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"default": "Ongoing",
|
||||||
|
"fieldname": "agreement_status",
|
||||||
|
"fieldtype": "Select",
|
||||||
|
"label": "Service Level Agreement Status",
|
||||||
|
"options": "Ongoing\nFulfilled\nFailed",
|
||||||
|
"read_only": 1
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"fieldname": "resolution_by",
|
||||||
|
"fieldtype": "Datetime",
|
||||||
|
"label": "Resolution By",
|
||||||
|
"read_only": 1
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"fieldname": "resolution_by_variance",
|
||||||
|
"fieldtype": "Duration",
|
||||||
|
"hide_seconds": 1,
|
||||||
|
"label": "Resolution By Variance",
|
||||||
|
"read_only": 1
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"fieldname": "service_level_agreement_creation",
|
||||||
|
"fieldtype": "Datetime",
|
||||||
|
"hidden": 1,
|
||||||
|
"label": "Service Level Agreement Creation",
|
||||||
|
"read_only": 1
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"depends_on": "eval:!doc.__islocal",
|
||||||
|
"fieldname": "resolution_date",
|
||||||
|
"fieldtype": "Datetime",
|
||||||
|
"label": "Resolution Date",
|
||||||
|
"no_copy": 1,
|
||||||
|
"read_only": 1
|
||||||
|
}
|
||||||
|
]
|
||||||
|
|
||||||
|
|
||||||
|
def update_agreement_status_on_custom_status(doc):
|
||||||
|
# Update Agreement Fulfilled status using Custom Scripts for Custom Status
|
||||||
|
|
||||||
|
meta = frappe.get_meta(doc.doctype)
|
||||||
|
now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
|
||||||
|
if 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("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("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")
|
||||||
|
|
||||||
|
# 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:
|
||||||
|
|
||||||
|
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:
|
||||||
|
doc.agreement_status = "Failed"
|
||||||
|
else:
|
||||||
|
doc.agreement_status = "Fulfilled"
|
||||||
|
|
||||||
|
|
||||||
|
def is_holiday(date, holidays):
|
||||||
|
return getdate(date) in holidays
|
||||||
|
|
||||||
|
|
||||||
|
def get_time_in_timedelta(time):
|
||||||
|
"""Converts datetime.time(10, 36, 55, 961454) to datetime.timedelta(seconds=38215)."""
|
||||||
|
import datetime
|
||||||
|
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"):
|
||||||
|
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)
|
||||||
|
|
||||||
|
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"):
|
||||||
|
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)
|
||||||
|
|
||||||
|
|
||||||
|
def convert_utc_to_user_timezone(utc_timestamp, user):
|
||||||
|
from pytz import timezone, UnknownTimeZoneError
|
||||||
|
|
||||||
|
user_tz = get_tz(user)
|
||||||
|
utcnow = timezone('UTC').localize(utc_timestamp)
|
||||||
|
try:
|
||||||
|
return utcnow.astimezone(timezone(user_tz))
|
||||||
|
except UnknownTimeZoneError:
|
||||||
|
return utcnow
|
||||||
|
|
||||||
|
|
||||||
|
def get_tz(user):
|
||||||
|
return frappe.db.get_value("User", user, "time_zone") or get_time_zone()
|
||||||
|
|
||||||
|
|
||||||
|
@frappe.whitelist()
|
||||||
|
def get_user_time(user, to_string=False):
|
||||||
|
return get_datetime_str(now_datetime(user)) if to_string else now_datetime(user)
|
||||||
|
|
||||||
|
|
||||||
|
@frappe.whitelist()
|
||||||
|
def get_sla_doctypes():
|
||||||
|
doctypes = []
|
||||||
|
data = frappe.get_list('Service Level Agreement',
|
||||||
|
{'enabled': 1},
|
||||||
|
['document_type'],
|
||||||
|
distinct=1
|
||||||
|
)
|
||||||
|
|
||||||
|
for entry in data:
|
||||||
|
doctypes.append(entry.document_type)
|
||||||
|
|
||||||
|
return doctypes
|
||||||
|
|||||||
@ -5,19 +5,20 @@ from __future__ import unicode_literals
|
|||||||
|
|
||||||
import frappe
|
import frappe
|
||||||
import unittest
|
import unittest
|
||||||
from erpnext.hr.doctype.employee_group.test_employee_group import make_employee_group
|
import datetime
|
||||||
|
from frappe.utils import flt
|
||||||
from erpnext.support.doctype.issue_priority.test_issue_priority import make_priorities
|
from erpnext.support.doctype.issue_priority.test_issue_priority import make_priorities
|
||||||
|
from erpnext.support.doctype.service_level_agreement.service_level_agreement import get_service_level_agreement_fields
|
||||||
|
|
||||||
class TestServiceLevelAgreement(unittest.TestCase):
|
class TestServiceLevelAgreement(unittest.TestCase):
|
||||||
def setUp(self):
|
def setUp(self):
|
||||||
frappe.db.sql("delete from `tabService Level Agreement`")
|
|
||||||
frappe.db.set_value("Support Settings", None, "track_service_level_agreement", 1)
|
frappe.db.set_value("Support Settings", None, "track_service_level_agreement", 1)
|
||||||
|
frappe.db.sql("delete from `tabLead`")
|
||||||
|
|
||||||
def test_service_level_agreement(self):
|
def test_service_level_agreement(self):
|
||||||
# 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", entity_type=None, entity=None, response_time=14400, resolution_time=21600)
|
||||||
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)
|
||||||
|
|
||||||
@ -29,8 +30,8 @@ class TestServiceLevelAgreement(unittest.TestCase):
|
|||||||
# Service Level Agreement for Customer
|
# Service Level Agreement for Customer
|
||||||
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", entity_type="Customer", entity=customer,
|
||||||
entity_type="Customer", entity=customer, response_time=7200, resolution_time=10800)
|
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)
|
||||||
@ -41,8 +42,8 @@ class TestServiceLevelAgreement(unittest.TestCase):
|
|||||||
# Service Level Agreement for Customer Group
|
# Service Level Agreement for Customer Group
|
||||||
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", entity_type="Customer Group", entity=customer_group,
|
||||||
entity_type="Customer Group", entity=customer_group, response_time=7200, resolution_time=10800)
|
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 +54,7 @@ class TestServiceLevelAgreement(unittest.TestCase):
|
|||||||
# Service Level Agreement for Territory
|
# Service Level Agreement for Territory
|
||||||
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",
|
||||||
entity_type="Territory", entity=territory, response_time=7200, resolution_time=10800)
|
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)
|
||||||
|
|
||||||
@ -62,64 +63,223 @@ class TestServiceLevelAgreement(unittest.TestCase):
|
|||||||
self.assertEqual(create_territory_service_level_agreement.entity, get_territory_service_level_agreement.entity)
|
self.assertEqual(create_territory_service_level_agreement.entity, get_territory_service_level_agreement.entity)
|
||||||
self.assertEqual(create_territory_service_level_agreement.default_service_level_agreement, get_territory_service_level_agreement.default_service_level_agreement)
|
self.assertEqual(create_territory_service_level_agreement.default_service_level_agreement, get_territory_service_level_agreement.default_service_level_agreement)
|
||||||
|
|
||||||
|
def test_custom_field_creation_for_sla_on_standard_dt(self):
|
||||||
|
# Default Service Level Agreement
|
||||||
|
doctype = "Lead"
|
||||||
|
lead_sla = create_service_level_agreement(
|
||||||
|
default_service_level_agreement=1,
|
||||||
|
holiday_list="__Test Holiday List",
|
||||||
|
entity_type=None, entity=None,
|
||||||
|
response_time=14400, resolution_time=21600,
|
||||||
|
doctype=doctype,
|
||||||
|
sla_fulfilled_on=[{"status": "Converted"}]
|
||||||
|
)
|
||||||
|
|
||||||
def get_service_level_agreement(default_service_level_agreement=None, entity_type=None, entity=None):
|
# check default SLA for lead
|
||||||
|
default_sla = get_service_level_agreement(default_service_level_agreement=1, doctype=doctype)
|
||||||
|
self.assertEqual(lead_sla.name, default_sla.name)
|
||||||
|
|
||||||
|
# check SLA custom fields created for leads
|
||||||
|
sla_fields = get_service_level_agreement_fields()
|
||||||
|
meta = frappe.get_meta(doctype, cached=False)
|
||||||
|
|
||||||
|
for field in sla_fields:
|
||||||
|
self.assertTrue(meta.has_field(field.get("fieldname")))
|
||||||
|
|
||||||
|
def test_docfield_creation_for_sla_on_custom_dt(self):
|
||||||
|
doctype = create_custom_doctype()
|
||||||
|
sla = create_service_level_agreement(
|
||||||
|
default_service_level_agreement=1,
|
||||||
|
holiday_list="__Test Holiday List",
|
||||||
|
entity_type=None, entity=None,
|
||||||
|
response_time=14400, resolution_time=21600,
|
||||||
|
doctype=doctype.name
|
||||||
|
)
|
||||||
|
|
||||||
|
# check default SLA for custom dt
|
||||||
|
default_sla = get_service_level_agreement(default_service_level_agreement=1, doctype=doctype.name)
|
||||||
|
self.assertEqual(sla.name, default_sla.name)
|
||||||
|
|
||||||
|
# check SLA docfields created
|
||||||
|
sla_fields = get_service_level_agreement_fields()
|
||||||
|
meta = frappe.get_meta(doctype.name, cached=False)
|
||||||
|
|
||||||
|
for field in sla_fields:
|
||||||
|
self.assertTrue(meta.has_field(field.get("fieldname")))
|
||||||
|
|
||||||
|
def test_sla_application(self):
|
||||||
|
# Default Service Level Agreement
|
||||||
|
doctype = "Lead"
|
||||||
|
lead_sla = create_service_level_agreement(
|
||||||
|
default_service_level_agreement=1,
|
||||||
|
holiday_list="__Test Holiday List",
|
||||||
|
entity_type=None, entity=None,
|
||||||
|
response_time=14400, resolution_time=21600,
|
||||||
|
doctype=doctype,
|
||||||
|
sla_fulfilled_on=[{"status": "Converted"}]
|
||||||
|
)
|
||||||
|
|
||||||
|
# make lead with default SLA
|
||||||
|
creation = datetime.datetime(2019, 3, 4, 12, 0)
|
||||||
|
lead = make_lead(creation=creation, index=1)
|
||||||
|
|
||||||
|
self.assertEqual(lead.service_level_agreement, lead_sla.name)
|
||||||
|
self.assertEqual(lead.response_by, datetime.datetime(2019, 3, 4, 16, 0))
|
||||||
|
self.assertEqual(lead.resolution_by, datetime.datetime(2019, 3, 4, 18, 0))
|
||||||
|
|
||||||
|
frappe.flags.current_time = datetime.datetime(2019, 3, 4, 15, 0)
|
||||||
|
lead.reload()
|
||||||
|
lead.status = 'Converted'
|
||||||
|
lead.save()
|
||||||
|
|
||||||
|
self.assertEqual(lead.agreement_status, 'Fulfilled')
|
||||||
|
|
||||||
|
def test_hold_time(self):
|
||||||
|
doctype = "Lead"
|
||||||
|
create_service_level_agreement(
|
||||||
|
default_service_level_agreement=1,
|
||||||
|
holiday_list="__Test Holiday List",
|
||||||
|
entity_type=None, entity=None,
|
||||||
|
response_time=14400, resolution_time=21600,
|
||||||
|
doctype=doctype,
|
||||||
|
sla_fulfilled_on=[{"status": "Converted"}],
|
||||||
|
pause_sla_on=[{"status": "Replied"}]
|
||||||
|
)
|
||||||
|
|
||||||
|
creation = datetime.datetime(2020, 3, 4, 4, 0)
|
||||||
|
lead = make_lead(creation, index=2)
|
||||||
|
|
||||||
|
frappe.flags.current_time = datetime.datetime(2020, 3, 4, 4, 15)
|
||||||
|
lead.reload()
|
||||||
|
lead.status = 'Replied'
|
||||||
|
lead.save()
|
||||||
|
|
||||||
|
lead.reload()
|
||||||
|
self.assertEqual(lead.on_hold_since, frappe.flags.current_time)
|
||||||
|
|
||||||
|
frappe.flags.current_time = datetime.datetime(2020, 3, 4, 5, 5)
|
||||||
|
lead.reload()
|
||||||
|
lead.status = 'Converted'
|
||||||
|
lead.save()
|
||||||
|
|
||||||
|
lead.reload()
|
||||||
|
self.assertEqual(flt(lead.total_hold_time, 2), 3000)
|
||||||
|
self.assertEqual(lead.resolution_by, datetime.datetime(2020, 3, 4, 16, 50))
|
||||||
|
|
||||||
|
def test_failed_sla_for_response_only(self):
|
||||||
|
doctype = "Lead"
|
||||||
|
create_service_level_agreement(
|
||||||
|
default_service_level_agreement=1,
|
||||||
|
holiday_list="__Test Holiday List",
|
||||||
|
entity_type=None, entity=None,
|
||||||
|
response_time=14400,
|
||||||
|
doctype=doctype,
|
||||||
|
sla_fulfilled_on=[{"status": "Replied"}],
|
||||||
|
pause_sla_on=[],
|
||||||
|
apply_sla_for_resolution=0
|
||||||
|
)
|
||||||
|
|
||||||
|
creation = datetime.datetime(2019, 3, 4, 12, 0)
|
||||||
|
lead = make_lead(creation=creation, index=1)
|
||||||
|
self.assertEqual(lead.response_by, datetime.datetime(2019, 3, 4, 16, 0))
|
||||||
|
|
||||||
|
# failed with response time only
|
||||||
|
frappe.flags.current_time = datetime.datetime(2019, 3, 4, 16, 5)
|
||||||
|
lead.reload()
|
||||||
|
lead.status = 'Replied'
|
||||||
|
lead.save()
|
||||||
|
|
||||||
|
lead.reload()
|
||||||
|
self.assertEqual(lead.agreement_status, 'Failed')
|
||||||
|
|
||||||
|
def test_fulfilled_sla_for_response_only(self):
|
||||||
|
doctype = "Lead"
|
||||||
|
lead_sla = create_service_level_agreement(
|
||||||
|
default_service_level_agreement=1,
|
||||||
|
holiday_list="__Test Holiday List",
|
||||||
|
entity_type=None, entity=None,
|
||||||
|
response_time=14400,
|
||||||
|
doctype=doctype,
|
||||||
|
sla_fulfilled_on=[{"status": "Replied"}],
|
||||||
|
apply_sla_for_resolution=0
|
||||||
|
)
|
||||||
|
|
||||||
|
# fulfilled with response time only
|
||||||
|
creation = datetime.datetime(2019, 3, 4, 12, 0)
|
||||||
|
lead = make_lead(creation=creation, index=2)
|
||||||
|
|
||||||
|
self.assertEqual(lead.service_level_agreement, lead_sla.name)
|
||||||
|
self.assertEqual(lead.response_by, datetime.datetime(2019, 3, 4, 16, 0))
|
||||||
|
|
||||||
|
frappe.flags.current_time = datetime.datetime(2019, 3, 4, 15, 30)
|
||||||
|
lead.reload()
|
||||||
|
lead.status = 'Replied'
|
||||||
|
lead.save()
|
||||||
|
|
||||||
|
lead.reload()
|
||||||
|
self.assertEqual(lead.agreement_status, 'Fulfilled')
|
||||||
|
|
||||||
|
def tearDown(self):
|
||||||
|
for d in frappe.get_all("Service Level Agreement"):
|
||||||
|
frappe.delete_doc("Service Level Agreement", d.name, force=1)
|
||||||
|
|
||||||
|
|
||||||
|
def get_service_level_agreement(default_service_level_agreement=None, entity_type=None, entity=None, doctype="Issue"):
|
||||||
if default_service_level_agreement:
|
if default_service_level_agreement:
|
||||||
filters = {"default_service_level_agreement": default_service_level_agreement}
|
filters = {"default_service_level_agreement": default_service_level_agreement, "document_type": doctype}
|
||||||
else:
|
else:
|
||||||
filters = {"entity_type": entity_type, "entity": entity}
|
filters = {"entity_type": entity_type, "entity": entity}
|
||||||
|
|
||||||
service_level_agreement = frappe.get_doc("Service Level Agreement", filters)
|
service_level_agreement = frappe.get_doc("Service Level Agreement", filters)
|
||||||
return service_level_agreement
|
return service_level_agreement
|
||||||
|
|
||||||
def create_service_level_agreement(default_service_level_agreement, holiday_list, employee_group,
|
def create_service_level_agreement(default_service_level_agreement, holiday_list, response_time, entity_type,
|
||||||
response_time, entity_type, entity, resolution_time):
|
entity, resolution_time=0, doctype="Issue", sla_fulfilled_on=[], pause_sla_on=[], apply_sla_for_resolution=1):
|
||||||
|
|
||||||
employee_group = make_employee_group()
|
|
||||||
make_holiday_list()
|
make_holiday_list()
|
||||||
make_priorities()
|
make_priorities()
|
||||||
|
|
||||||
service_level_agreement = frappe.get_doc({
|
if not sla_fulfilled_on:
|
||||||
|
sla_fulfilled_on = [
|
||||||
|
{"status": "Resolved"},
|
||||||
|
{"status": "Closed"}
|
||||||
|
]
|
||||||
|
|
||||||
|
pause_sla_on = [{"status": "Replied"}] if doctype == "Issue" else pause_sla_on
|
||||||
|
|
||||||
|
service_level_agreement = frappe._dict({
|
||||||
"doctype": "Service Level Agreement",
|
"doctype": "Service Level Agreement",
|
||||||
"enable": 1,
|
"enabled": 1,
|
||||||
|
"document_type": doctype,
|
||||||
"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",
|
"default_priority": "Medium",
|
||||||
"holiday_list": holiday_list,
|
"holiday_list": holiday_list,
|
||||||
"employee_group": employee_group,
|
|
||||||
"entity_type": entity_type,
|
"entity_type": entity_type,
|
||||||
"entity": entity,
|
"entity": entity,
|
||||||
"start_date": frappe.utils.getdate(),
|
"start_date": frappe.utils.getdate(),
|
||||||
"end_date": frappe.utils.add_to_date(frappe.utils.getdate(), days=100),
|
"end_date": frappe.utils.add_to_date(frappe.utils.getdate(), days=100),
|
||||||
|
"apply_sla_for_resolution": apply_sla_for_resolution,
|
||||||
"priorities": [
|
"priorities": [
|
||||||
{
|
{
|
||||||
"priority": "Low",
|
"priority": "Low",
|
||||||
"response_time": response_time,
|
"response_time": response_time,
|
||||||
"response_time_period": "Hour",
|
|
||||||
"resolution_time": resolution_time,
|
"resolution_time": resolution_time,
|
||||||
"resolution_time_period": "Hour",
|
|
||||||
},
|
},
|
||||||
{
|
{
|
||||||
"priority": "Medium",
|
"priority": "Medium",
|
||||||
"response_time": response_time,
|
"response_time": response_time,
|
||||||
"default_priority": 1,
|
"default_priority": 1,
|
||||||
"response_time_period": "Hour",
|
|
||||||
"resolution_time": resolution_time,
|
"resolution_time": resolution_time,
|
||||||
"resolution_time_period": "Hour",
|
|
||||||
},
|
},
|
||||||
{
|
{
|
||||||
"priority": "High",
|
"priority": "High",
|
||||||
"response_time": response_time,
|
"response_time": response_time,
|
||||||
"response_time_period": "Hour",
|
|
||||||
"resolution_time": resolution_time,
|
"resolution_time": resolution_time,
|
||||||
"resolution_time_period": "Hour",
|
|
||||||
}
|
|
||||||
],
|
|
||||||
"pause_sla_on": [
|
|
||||||
{
|
|
||||||
"status": "Replied"
|
|
||||||
}
|
}
|
||||||
],
|
],
|
||||||
|
"sla_fulfilled_on": sla_fulfilled_on,
|
||||||
|
"pause_sla_on": pause_sla_on,
|
||||||
"support_and_resolution": [
|
"support_and_resolution": [
|
||||||
{
|
{
|
||||||
"workday": "Monday",
|
"workday": "Monday",
|
||||||
@ -173,10 +333,13 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list
|
|||||||
service_level_agreement_exists = frappe.db.exists("Service Level Agreement", filters)
|
service_level_agreement_exists = frappe.db.exists("Service Level Agreement", filters)
|
||||||
|
|
||||||
if not service_level_agreement_exists:
|
if not service_level_agreement_exists:
|
||||||
service_level_agreement.insert(ignore_permissions=True)
|
doc = frappe.get_doc(service_level_agreement).insert(ignore_permissions=True)
|
||||||
return service_level_agreement
|
|
||||||
else:
|
else:
|
||||||
return frappe.get_doc("Service Level Agreement", service_level_agreement_exists)
|
doc = frappe.get_doc("Service Level Agreement", service_level_agreement_exists)
|
||||||
|
doc.update(service_level_agreement)
|
||||||
|
doc.save()
|
||||||
|
|
||||||
|
return doc
|
||||||
|
|
||||||
|
|
||||||
def create_customer():
|
def create_customer():
|
||||||
@ -219,19 +382,19 @@ 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=14400, resolution_time=21600)
|
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=7200, resolution_time=10800)
|
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=7200, resolution_time=10800)
|
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=7200, resolution_time=10800)
|
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")
|
||||||
@ -256,3 +419,55 @@ def make_holiday_list():
|
|||||||
},
|
},
|
||||||
]
|
]
|
||||||
}).insert()
|
}).insert()
|
||||||
|
|
||||||
|
def create_custom_doctype():
|
||||||
|
if not frappe.db.exists("DocType", "Test SLA on Custom Dt"):
|
||||||
|
doc = frappe.get_doc({
|
||||||
|
"doctype": "DocType",
|
||||||
|
"module": "Support",
|
||||||
|
"custom": 1,
|
||||||
|
"fields": [
|
||||||
|
{
|
||||||
|
"label": "Date",
|
||||||
|
"fieldname": "date",
|
||||||
|
"fieldtype": "Date"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"label": "Description",
|
||||||
|
"fieldname": "desc",
|
||||||
|
"fieldtype": "Long Text"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"label": "Email ID",
|
||||||
|
"fieldname": "email_id",
|
||||||
|
"fieldtype": "Link",
|
||||||
|
"options": "Customer"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"label": "Status",
|
||||||
|
"fieldname": "status",
|
||||||
|
"fieldtype": "Select",
|
||||||
|
"options": "Open\nReplied\nClosed"
|
||||||
|
}
|
||||||
|
],
|
||||||
|
"permissions": [{
|
||||||
|
"role": "System Manager",
|
||||||
|
"read": 1,
|
||||||
|
"write": 1
|
||||||
|
}],
|
||||||
|
"name": "Test SLA on Custom Dt",
|
||||||
|
})
|
||||||
|
doc.insert()
|
||||||
|
return doc
|
||||||
|
else:
|
||||||
|
return frappe.get_doc("DocType", "Test SLA on Custom Dt")
|
||||||
|
|
||||||
|
def make_lead(creation=None, index=0):
|
||||||
|
return frappe.get_doc({
|
||||||
|
"doctype": "Lead",
|
||||||
|
"email_id": "test_lead1@example{0}.com".format(index),
|
||||||
|
"lead_name": "_Test Lead {0}".format(index),
|
||||||
|
"status": "Open",
|
||||||
|
"creation": creation,
|
||||||
|
"service_level_agreement_creation": creation
|
||||||
|
}).insert(ignore_permissions=True)
|
||||||
@ -15,12 +15,13 @@
|
|||||||
],
|
],
|
||||||
"fields": [
|
"fields": [
|
||||||
{
|
{
|
||||||
"columns": 2,
|
"columns": 1,
|
||||||
"fieldname": "priority",
|
"fieldname": "priority",
|
||||||
"fieldtype": "Link",
|
"fieldtype": "Link",
|
||||||
"in_list_view": 1,
|
"in_list_view": 1,
|
||||||
"label": "Priority",
|
"label": "Priority",
|
||||||
"options": "Issue Priority"
|
"options": "Issue Priority",
|
||||||
|
"reqd": 1
|
||||||
},
|
},
|
||||||
{
|
{
|
||||||
"fieldname": "sb_00",
|
"fieldname": "sb_00",
|
||||||
@ -32,7 +33,6 @@
|
|||||||
"fieldtype": "Duration",
|
"fieldtype": "Duration",
|
||||||
"hide_days": 1,
|
"hide_days": 1,
|
||||||
"hide_seconds": 1,
|
"hide_seconds": 1,
|
||||||
"in_list_view": 1,
|
|
||||||
"label": "Resolution Time"
|
"label": "Resolution Time"
|
||||||
},
|
},
|
||||||
{
|
{
|
||||||
@ -58,12 +58,13 @@
|
|||||||
"hide_days": 1,
|
"hide_days": 1,
|
||||||
"hide_seconds": 1,
|
"hide_seconds": 1,
|
||||||
"in_list_view": 1,
|
"in_list_view": 1,
|
||||||
"label": "First Response Time"
|
"label": "First Response Time",
|
||||||
|
"reqd": 1
|
||||||
}
|
}
|
||||||
],
|
],
|
||||||
"istable": 1,
|
"istable": 1,
|
||||||
"links": [],
|
"links": [],
|
||||||
"modified": "2020-06-10 12:45:47.545915",
|
"modified": "2021-05-29 19:52:51.733248",
|
||||||
"modified_by": "Administrator",
|
"modified_by": "Administrator",
|
||||||
"module": "Support",
|
"module": "Support",
|
||||||
"name": "Service Level Priority",
|
"name": "Service Level Priority",
|
||||||
|
|||||||
@ -0,0 +1,31 @@
|
|||||||
|
{
|
||||||
|
"actions": [],
|
||||||
|
"creation": "2021-05-26 21:11:29.176369",
|
||||||
|
"doctype": "DocType",
|
||||||
|
"editable_grid": 1,
|
||||||
|
"engine": "InnoDB",
|
||||||
|
"field_order": [
|
||||||
|
"status"
|
||||||
|
],
|
||||||
|
"fields": [
|
||||||
|
{
|
||||||
|
"fieldname": "status",
|
||||||
|
"fieldtype": "Select",
|
||||||
|
"in_list_view": 1,
|
||||||
|
"label": "Status",
|
||||||
|
"reqd": 1
|
||||||
|
}
|
||||||
|
],
|
||||||
|
"istable": 1,
|
||||||
|
"links": [],
|
||||||
|
"modified": "2021-05-26 21:11:29.176369",
|
||||||
|
"modified_by": "Administrator",
|
||||||
|
"module": "Support",
|
||||||
|
"name": "SLA Fulfilled On Status",
|
||||||
|
"owner": "Administrator",
|
||||||
|
"permissions": [],
|
||||||
|
"quick_entry": 1,
|
||||||
|
"sort_field": "modified",
|
||||||
|
"sort_order": "DESC",
|
||||||
|
"track_changes": 1
|
||||||
|
}
|
||||||
@ -0,0 +1,8 @@
|
|||||||
|
# Copyright (c) 2021, Frappe Technologies Pvt. Ltd. and contributors
|
||||||
|
# For license information, please see license.txt
|
||||||
|
|
||||||
|
# import frappe
|
||||||
|
from frappe.model.document import Document
|
||||||
|
|
||||||
|
class SLAFulfilledOnStatus(Document):
|
||||||
|
pass
|
||||||
Loading…
x
Reference in New Issue
Block a user