feat: Issue Summary Script Report (#23603)

* feat: Issue Summary Report

* feat: Add Issue Metrics to Issue Summary Report

* fix: code clean-up

* feat: Added Report Summary

* feat: Add SLA status fields

* fix: add report link to desk page

* fix: sider issues

Co-authored-by: Marica <maricadsouza221197@gmail.com>
Co-authored-by: Nabin Hait <nabinhait@gmail.com>
This commit is contained in:
Rucha Mahabal 2021-01-13 19:59:16 +05:30 committed by GitHub
parent 5ef50d3914
commit ef5f0c0461
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5 changed files with 454 additions and 2 deletions

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@ -28,7 +28,7 @@
{
"hidden": 0,
"label": "Reports",
"links": "[\n {\n \"dependencies\": [\n \"Issue\"\n ],\n \"doctype\": \"Issue\",\n \"is_query_report\": true,\n \"label\": \"First Response Time for Issues\",\n \"name\": \"First Response Time for Issues\",\n \"type\": \"report\"\n }\n]"
"links": "[\n {\n \"dependencies\": [\n \"Issue\"\n ],\n \"doctype\": \"Issue\",\n \"is_query_report\": true,\n \"label\": \"First Response Time for Issues\",\n \"name\": \"First Response Time for Issues\",\n \"type\": \"report\"\n },\n {\n \"dependencies\": [\n \"Issue\"\n ],\n \"doctype\": \"Issue\",\n \"is_query_report\": true,\n \"label\": \"Issue Summary\",\n \"name\": \"Issue Summary\",\n \"type\": \"report\"\n }\n]"
}
],
"category": "Modules",
@ -43,7 +43,7 @@
"idx": 0,
"is_standard": 1,
"label": "Support",
"modified": "2020-08-11 15:49:34.307341",
"modified": "2020-10-12 18:40:22.252915",
"modified_by": "Administrator",
"module": "Support",
"name": "Support",

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@ -0,0 +1,73 @@
// Copyright (c) 2016, Frappe Technologies Pvt. Ltd. and contributors
// For license information, please see license.txt
/* eslint-disable */
frappe.query_reports["Issue Summary"] = {
"filters": [
{
fieldname: "company",
label: __("Company"),
fieldtype: "Link",
options: "Company",
default: frappe.defaults.get_user_default("Company"),
reqd: 1
},
{
fieldname: "based_on",
label: __("Based On"),
fieldtype: "Select",
options: ["Customer", "Issue Type", "Issue Priority", "Assigned To"],
default: "Customer",
reqd: 1
},
{
fieldname: "from_date",
label: __("From Date"),
fieldtype: "Date",
default: frappe.defaults.get_global_default("year_start_date"),
reqd: 1
},
{
fieldname:"to_date",
label: __("To Date"),
fieldtype: "Date",
default: frappe.defaults.get_global_default("year_end_date"),
reqd: 1
},
{
fieldname: "status",
label: __("Status"),
fieldtype: "Select",
options:[
{label: __('Open'), value: 'Open'},
{label: __('Replied'), value: 'Replied'},
{label: __('Resolved'), value: 'Resolved'},
{label: __('Closed'), value: 'Closed'}
]
},
{
fieldname: "priority",
label: __("Issue Priority"),
fieldtype: "Link",
options: "Issue Priority"
},
{
fieldname: "customer",
label: __("Customer"),
fieldtype: "Link",
options: "Customer"
},
{
fieldname: "project",
label: __("Project"),
fieldtype: "Link",
options: "Project"
},
{
fieldname: "assigned_to",
label: __("Assigned To"),
fieldtype: "Link",
options: "User"
}
]
};

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@ -0,0 +1,26 @@
{
"add_total_row": 0,
"columns": [],
"creation": "2020-10-12 01:01:55.181777",
"disable_prepared_report": 0,
"disabled": 0,
"docstatus": 0,
"doctype": "Report",
"filters": [],
"idx": 0,
"is_standard": "Yes",
"modified": "2020-10-12 14:54:55.655920",
"modified_by": "Administrator",
"module": "Support",
"name": "Issue Summary",
"owner": "Administrator",
"prepared_report": 0,
"ref_doctype": "Issue",
"report_name": "Issue Summary",
"report_type": "Script Report",
"roles": [
{
"role": "Support Team"
}
]
}

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@ -0,0 +1,353 @@
# Copyright (c) 2013, Frappe Technologies Pvt. Ltd. and contributors
# For license information, please see license.txt
from __future__ import unicode_literals
import frappe
import json
from six import iteritems
from frappe import _, scrub
from frappe.utils import flt
def execute(filters=None):
return IssueSummary(filters).run()
class IssueSummary(object):
def __init__(self, filters=None):
self.filters = frappe._dict(filters or {})
def run(self):
self.get_columns()
self.get_data()
self.get_chart_data()
self.get_report_summary()
return self.columns, self.data, None, self.chart, self.report_summary
def get_columns(self):
self.columns = []
if self.filters.based_on == 'Customer':
self.columns.append({
'label': _('Customer'),
'options': 'Customer',
'fieldname': 'customer',
'fieldtype': 'Link',
'width': 200
})
elif self.filters.based_on == 'Assigned To':
self.columns.append({
'label': _('User'),
'fieldname': 'user',
'fieldtype': 'Link',
'options': 'User',
'width': 200
})
elif self.filters.based_on == 'Issue Type':
self.columns.append({
'label': _('Issue Type'),
'fieldname': 'issue_type',
'fieldtype': 'Link',
'options': 'Issue Type',
'width': 200
})
elif self.filters.based_on == 'Issue Priority':
self.columns.append({
'label': _('Issue Priority'),
'fieldname': 'priority',
'fieldtype': 'Link',
'options': 'Issue Priority',
'width': 200
})
self.statuses = ['Open', 'Replied', 'Resolved', 'Closed']
for status in self.statuses:
self.columns.append({
'label': _(status),
'fieldname': scrub(status),
'fieldtype': 'Int',
'width': 80
})
self.columns.append({
'label': _('Total Issues'),
'fieldname': 'total_issues',
'fieldtype': 'Int',
'width': 100
})
self.sla_status_map = {
'SLA Failed': 'failed',
'SLA Fulfilled': 'fulfilled',
'SLA Ongoing': 'ongoing'
}
for label, fieldname in self.sla_status_map.items():
self.columns.append({
'label': _(label),
'fieldname': fieldname,
'fieldtype': 'Int',
'width': 100
})
self.metrics = ['Avg First Response Time', 'Avg Response Time', 'Avg Hold Time',
'Avg Resolution Time', 'Avg User Resolution Time']
for metric in self.metrics:
self.columns.append({
'label': _(metric),
'fieldname': scrub(metric),
'fieldtype': 'Duration',
'width': 170
})
def get_data(self):
self.get_issues()
self.get_rows()
def get_issues(self):
filters = self.get_common_filters()
self.field_map = {
'Customer': 'customer',
'Issue Type': 'issue_type',
'Issue Priority': 'priority',
'Assigned To': '_assign'
}
self.entries = frappe.db.get_all('Issue',
fields=[self.field_map.get(self.filters.based_on), 'name', 'opening_date', 'status', 'avg_response_time',
'first_response_time', 'total_hold_time', 'user_resolution_time', 'resolution_time', 'agreement_status'],
filters=filters
)
def get_common_filters(self):
filters = {}
filters['opening_date'] = ('between', [self.filters.from_date, self.filters.to_date])
if self.filters.get('assigned_to'):
filters['_assign'] = ('like', '%' + self.filters.get('assigned_to') + '%')
for entry in ['company', 'status', 'priority', 'customer', 'project']:
if self.filters.get(entry):
filters[entry] = self.filters.get(entry)
return filters
def get_rows(self):
self.data = []
self.get_summary_data()
for entity, data in iteritems(self.issue_summary_data):
if self.filters.based_on == 'Customer':
row = {'customer': entity}
elif self.filters.based_on == 'Assigned To':
row = {'user': entity}
elif self.filters.based_on == 'Issue Type':
row = {'issue_type': entity}
elif self.filters.based_on == 'Issue Priority':
row = {'priority': entity}
for status in self.statuses:
count = flt(data.get(status, 0.0))
row[scrub(status)] = count
row['total_issues'] = data.get('total_issues', 0.0)
for sla_status in self.sla_status_map.values():
value = flt(data.get(sla_status), 0.0)
row[sla_status] = value
for metric in self.metrics:
value = flt(data.get(scrub(metric)), 0.0)
row[scrub(metric)] = value
self.data.append(row)
def get_summary_data(self):
self.issue_summary_data = frappe._dict()
for d in self.entries:
status = d.status
agreement_status = scrub(d.agreement_status)
if self.filters.based_on == 'Assigned To':
if d._assign:
for entry in json.loads(d._assign):
self.issue_summary_data.setdefault(entry, frappe._dict()).setdefault(status, 0.0)
self.issue_summary_data.setdefault(entry, frappe._dict()).setdefault(agreement_status, 0.0)
self.issue_summary_data.setdefault(entry, frappe._dict()).setdefault('total_issues', 0.0)
self.issue_summary_data[entry][status] += 1
self.issue_summary_data[entry][agreement_status] += 1
self.issue_summary_data[entry]['total_issues'] += 1
else:
field = self.field_map.get(self.filters.based_on)
value = d.get(field)
if not value:
value = _('Not Specified')
self.issue_summary_data.setdefault(value, frappe._dict()).setdefault(status, 0.0)
self.issue_summary_data.setdefault(value, frappe._dict()).setdefault(agreement_status, 0.0)
self.issue_summary_data.setdefault(value, frappe._dict()).setdefault('total_issues', 0.0)
self.issue_summary_data[value][status] += 1
self.issue_summary_data[value][agreement_status] += 1
self.issue_summary_data[value]['total_issues'] += 1
self.get_metrics_data()
def get_metrics_data(self):
issues = []
metrics_list = ['avg_response_time', 'avg_first_response_time', 'avg_hold_time',
'avg_resolution_time', 'avg_user_resolution_time']
for entry in self.entries:
issues.append(entry.name)
field = self.field_map.get(self.filters.based_on)
if issues:
if self.filters.based_on == 'Assigned To':
assignment_map = frappe._dict()
for d in self.entries:
if d._assign:
for entry in json.loads(d._assign):
for metric in metrics_list:
self.issue_summary_data.setdefault(entry, frappe._dict()).setdefault(metric, 0.0)
self.issue_summary_data[entry]['avg_response_time'] += d.get('avg_response_time') or 0.0
self.issue_summary_data[entry]['avg_first_response_time'] += d.get('first_response_time') or 0.0
self.issue_summary_data[entry]['avg_hold_time'] += d.get('total_hold_time') or 0.0
self.issue_summary_data[entry]['avg_resolution_time'] += d.get('resolution_time') or 0.0
self.issue_summary_data[entry]['avg_user_resolution_time'] += d.get('user_resolution_time') or 0.0
if not assignment_map.get(entry):
assignment_map[entry] = 0
assignment_map[entry] += 1
for entry in assignment_map:
for metric in metrics_list:
self.issue_summary_data[entry][metric] /= flt(assignment_map.get(entry))
else:
data = frappe.db.sql("""
SELECT
{0}, AVG(first_response_time) as avg_frt,
AVG(avg_response_time) as avg_resp_time,
AVG(total_hold_time) as avg_hold_time,
AVG(resolution_time) as avg_resolution_time,
AVG(user_resolution_time) as avg_user_resolution_time
FROM `tabIssue`
WHERE
name IN %(issues)s
GROUP BY {0}
""".format(field), {'issues': issues}, as_dict=1)
for entry in data:
value = entry.get(field)
if not value:
value = _('Not Specified')
for metric in metrics_list:
self.issue_summary_data.setdefault(value, frappe._dict()).setdefault(metric, 0.0)
self.issue_summary_data[value]['avg_response_time'] = entry.get('avg_resp_time') or 0.0
self.issue_summary_data[value]['avg_first_response_time'] = entry.get('avg_frt') or 0.0
self.issue_summary_data[value]['avg_hold_time'] = entry.get('avg_hold_time') or 0.0
self.issue_summary_data[value]['avg_resolution_time'] = entry.get('avg_resolution_time') or 0.0
self.issue_summary_data[value]['avg_user_resolution_time'] = entry.get('avg_user_resolution_time') or 0.0
def get_chart_data(self):
if not self.data:
return None
labels = []
open_issues = []
replied_issues = []
resolved_issues = []
closed_issues = []
entity = self.filters.based_on
entity_field = self.field_map.get(entity)
if entity == 'Assigned To':
entity_field = 'user'
for entry in self.data:
labels.append(entry.get(entity_field))
open_issues.append(entry.get('open'))
replied_issues.append(entry.get('replied'))
resolved_issues.append(entry.get('resolved'))
closed_issues.append(entry.get('closed'))
self.chart = {
'data': {
'labels': labels[:30],
'datasets': [
{
'name': 'Open',
'values': open_issues[:30]
},
{
'name': 'Replied',
'values': replied_issues[:30]
},
{
'name': 'Resolved',
'values': resolved_issues[:30]
},
{
'name': 'Closed',
'values': closed_issues[:30]
}
]
},
'type': 'bar',
'barOptions': {
'stacked': True
}
}
def get_report_summary(self):
if not self.data:
return None
open_issues = 0
replied = 0
resolved = 0
closed = 0
for entry in self.data:
open_issues += entry.get('open')
replied += entry.get('replied')
resolved += entry.get('resolved')
closed += entry.get('closed')
self.report_summary = [
{
'value': open_issues,
'indicator': 'Red',
'label': _('Open'),
'datatype': 'Int',
},
{
'value': replied,
'indicator': 'Grey',
'label': _('Replied'),
'datatype': 'Int',
},
{
'value': resolved,
'indicator': 'Green',
'label': _('Resolved'),
'datatype': 'Int',
},
{
'value': closed,
'indicator': 'Green',
'label': _('Closed'),
'datatype': 'Int',
}
]