feat(Support): Service Level Agreements (#16828)

* init SLA

* Added more inputs to the forms

* set priority of issue

* Removed UOM in favor of hours for tracking

* updated js to autofill values

* Removed unwanted fields

* timer functionality

* code refactor

* parenthesis fix

* fixed typo

* added new fields

* Updated fields

* Updated fields for issue doctype

* Updated fields for issue doctype

* changed doctype structure

* added new fields to issue

* code refactor

* new function to set criticality level

* changed dropdown options

* set timer for sla

* calculation of resolution and response time

* stopwatch counter

* dashboard changes

* renamed sla to support contract

* countdown timer section

* issue doctype changes

* removed unwanted imports

* fixed wrong response time and resolution time

* update response and resolution time

* calculate time to respond and resolve

* feature enhancements

* probable scheduling bug fix

* fixed scheduling issue support sent out of support time

* removed issue criticality link from support

* Changed day order

* skip date validation when support contract is default

* removed mandatory field

* fix scheduling conditions for now

* code refactor

* removed duplicate doctypes

* fixed day inserted twice in service level

* check to not add another default contract

* default support contracts

* removed commented code

* removed unused imports

* fix sla for non-listed days

* reduced redundant code and optimized it and starting unit tests

* added condition check to compute days correctly

* renamed doc as per guidelines and added conditions for scheduling

* removed per day support timings

* added response and resolution time to support contract

* scheduling based on hours kinda fix

* set sla before_update and finally fixed time scheduling out of support time

* DocType Issue removed test_records and rewrote test cases

* test cases and codacy fixes

* Doctype SLA instead of Support Contract to avoid confusion with Contract

* fixed tests failing due to change in options for time period

* change naming to Prompt

* remove unknown doctype from help_desk

* revert unwanted changes to default

* refactor get_list for fetching service_level_agreement

* change datatypes

* fix tests

* refactored tests

* remove unused imports

* code and comments refactor for better understandability

* removed and renamed doctype to service days and minor fixes

* Refactor test cases for response and resolution time for issue

* add validation to check if response time < resolution time

* minor fix for checking if current day is start day

* calculate time in js rather than python

* fix: parenthesis fixing customer dashboard

* json changes to rename sections

* refactor: alignment

* refactor: beautify code

* fix: use frm api to get the element

* fix: replace '__' with '_'

* refactor: remove pointless test
This commit is contained in:
Himanshu 2019-03-19 16:47:56 +05:30 committed by Suraj Shetty
parent 51eec69164
commit f3e5213190
34 changed files with 5799 additions and 3118 deletions

View File

@ -2,61 +2,81 @@ from __future__ import unicode_literals
from frappe import _
def get_data():
return [
{
"label": _("Issues"),
"items": [
{
"type": "doctype",
"name": "Issue",
"description": _("Support queries from customers."),
return [
{
"label": _("Issues"),
"items": [
{
"type": "doctype",
"name": "Issue",
"description": _("Support queries from customers."),
"onboard": 1,
},
{
"type": "doctype",
"name": "Communication",
"description": _("Communication log."),
},
{
"type": "doctype",
"name": "Communication",
"description": _("Communication log."),
"onboard": 1,
},
]
},
{
"label": _("Warranty"),
"items": [
{
"type": "doctype",
"name": "Warranty Claim",
"description": _("Warranty Claim against Serial No."),
},
{
"type": "doctype",
"name": "Serial No",
"description": _("Single unit of an Item."),
},
]
},
{
"label": _("Reports"),
"icon": "fa fa-list",
"items": [
{
"type": "page",
"name": "support-analytics",
"label": _("Support Analytics"),
"icon": "fa fa-bar-chart"
},
{
"type": "report",
"name": "Minutes to First Response for Issues",
"doctype": "Issue",
"is_query_report": True
},
{
"type": "report",
"name": "Support Hours",
"doctype": "Issue",
"is_query_report": True
},
]
},
]
},
]
},
{
"label": _("Warranty"),
"items": [
{
"type": "doctype",
"name": "Warranty Claim",
"description": _("Warranty Claim against Serial No."),
},
{
"type": "doctype",
"name": "Serial No",
"description": _("Single unit of an Item."),
},
]
},
{
"label": _("Service Level Agreement"),
"items": [
{
"type": "doctype",
"name": "Employee Group",
"description": _("Support Team."),
},
{
"type": "doctype",
"name": "Service Level",
"description": _("Service Level."),
},
{
"type": "doctype",
"name": "Service Level Agreement",
"description": _("Service Level Agreement."),
}
]
},
{
"label": _("Reports"),
"icon": "fa fa-list",
"items": [
{
"type": "page",
"name": "support-analytics",
"label": _("Support Analytics"),
"icon": "fa fa-bar-chart"
},
{
"type": "report",
"name": "Minutes to First Response for Issues",
"doctype": "Issue",
"is_query_report": True
},
{
"type": "report",
"name": "Support Hours",
"doctype": "Issue",
"is_query_report": True
},
]
},
]

80
erpnext/config/support.py Normal file
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@ -0,0 +1,80 @@
from __future__ import unicode_literals
from frappe import _
def get_data():
return [
{
"label": _("Issues"),
"items": [
{
"type": "doctype",
"name": "Issue",
"description": _("Support queries from customers."),
},
{
"type": "doctype",
"name": "Communication",
"description": _("Communication log."),
},
]
},
{
"label": _("Warranty"),
"items": [
{
"type": "doctype",
"name": "Warranty Claim",
"description": _("Warranty Claim against Serial No."),
},
{
"type": "doctype",
"name": "Serial No",
"description": _("Single unit of an Item."),
},
]
},
{
"label": _("Reports"),
"icon": "fa fa-list",
"items": [
{
"type": "page",
"name": "support-analytics",
"label": _("Support Analytics"),
"icon": "fa fa-bar-chart"
},
{
"type": "report",
"name": "Minutes to First Response for Issues",
"doctype": "Issue",
"is_query_report": True
},
{
"type": "report",
"name": "Support Hours",
"doctype": "Issue",
"is_query_report": True
},
]
},
{
"label": _("Service Level Agreement"),
"items": [
{
"type": "doctype",
"name": "Employee Group",
"description": _("Support Team."),
},
{
"type": "doctype",
"name": "Service Level",
"description": _("Service Level."),
},
{
"type": "doctype",
"name": "Service Level Agreement",
"description": _("Service Level Agreement."),
}
]
},
]

View File

@ -241,7 +241,8 @@ scheduler_events = {
"erpnext.erpnext_integrations.doctype.amazon_mws_settings.amazon_mws_settings.schedule_get_order_details",
"erpnext.accounts.doctype.gl_entry.gl_entry.rename_gle_sle_docs",
"erpnext.projects.doctype.project.project.hourly_reminder",
"erpnext.projects.doctype.project.project.collect_project_status"
"erpnext.projects.doctype.project.project.collect_project_status",
"erpnext.support.doctype.issue.issue.update_support_timer",
],
"daily": [
"erpnext.stock.reorder_item.reorder_item",
@ -262,7 +263,8 @@ scheduler_events = {
"erpnext.crm.doctype.contract.contract.update_status_for_contracts",
"erpnext.projects.doctype.project.project.update_project_sales_billing",
"erpnext.projects.doctype.project.project.send_project_status_email_to_users",
"erpnext.quality_management.doctype.quality_review.quality_review.review"
"erpnext.quality_management.doctype.quality_review.quality_review.review",
"erpnext.support.doctype.service_level_agreement.service_level_agreement.check_agreement_status"
],
"daily_long": [
"erpnext.manufacturing.doctype.bom_update_tool.bom_update_tool.update_latest_price_in_all_boms"

View File

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

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@ -0,0 +1,162 @@
{
"allow_copy": 0,
"allow_events_in_timeline": 0,
"allow_guest_to_view": 0,
"allow_import": 0,
"allow_rename": 0,
"autoname": "field:employee_group_name",
"beta": 0,
"creation": "2018-11-19 12:33:31.351364",
"custom": 0,
"docstatus": 0,
"doctype": "DocType",
"document_type": "",
"editable_grid": 1,
"engine": "InnoDB",
"fields": [
{
"allow_bulk_edit": 0,
"allow_in_quick_entry": 0,
"allow_on_submit": 0,
"bold": 0,
"collapsible": 0,
"columns": 0,
"fieldname": "employee_group_name",
"fieldtype": "Data",
"hidden": 0,
"ignore_user_permissions": 0,
"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
"in_list_view": 1,
"in_standard_filter": 0,
"label": "Name",
"length": 0,
"no_copy": 0,
"options": "",
"permlevel": 0,
"precision": "",
"print_hide": 0,
"print_hide_if_no_value": 0,
"read_only": 0,
"remember_last_selected_value": 0,
"report_hide": 0,
"reqd": 1,
"search_index": 0,
"set_only_once": 0,
"translatable": 0,
"unique": 1
},
{
"allow_bulk_edit": 0,
"allow_in_quick_entry": 0,
"allow_on_submit": 0,
"bold": 0,
"collapsible": 0,
"columns": 0,
"fieldname": "section_break_00",
"fieldtype": "Section Break",
"hidden": 0,
"ignore_user_permissions": 0,
"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
"in_list_view": 0,
"in_standard_filter": 0,
"label": "Employee",
"length": 0,
"no_copy": 0,
"permlevel": 0,
"precision": "",
"print_hide": 0,
"print_hide_if_no_value": 0,
"read_only": 0,
"remember_last_selected_value": 0,
"report_hide": 0,
"reqd": 0,
"search_index": 0,
"set_only_once": 0,
"translatable": 0,
"unique": 0
},
{
"allow_bulk_edit": 0,
"allow_in_quick_entry": 0,
"allow_on_submit": 0,
"bold": 0,
"collapsible": 0,
"columns": 0,
"fieldname": "employee_list",
"fieldtype": "Table",
"hidden": 0,
"ignore_user_permissions": 0,
"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
"in_list_view": 0,
"in_standard_filter": 0,
"label": "Employee",
"length": 0,
"no_copy": 0,
"options": "Employee Group Table",
"permlevel": 0,
"precision": "",
"print_hide": 0,
"print_hide_if_no_value": 0,
"read_only": 0,
"remember_last_selected_value": 0,
"report_hide": 0,
"reqd": 0,
"search_index": 0,
"set_only_once": 0,
"translatable": 0,
"unique": 0
}
],
"has_web_view": 0,
"hide_heading": 0,
"hide_toolbar": 0,
"idx": 0,
"image_view": 0,
"in_create": 0,
"is_submittable": 0,
"issingle": 0,
"istable": 0,
"max_attachments": 0,
"modified": "2018-12-27 19:52:34.791538",
"modified_by": "Administrator",
"module": "HR",
"name": "Employee Group",
"name_case": "",
"owner": "Administrator",
"permissions": [
{
"amend": 0,
"cancel": 0,
"create": 1,
"delete": 1,
"email": 1,
"export": 1,
"if_owner": 0,
"import": 0,
"permlevel": 0,
"print": 1,
"read": 1,
"report": 1,
"role": "System Manager",
"set_user_permissions": 0,
"share": 1,
"submit": 0,
"write": 1
}
],
"quick_entry": 1,
"read_only": 0,
"read_only_onload": 0,
"show_name_in_global_search": 0,
"sort_field": "modified",
"sort_order": "DESC",
"track_changes": 1,
"track_seen": 0,
"track_views": 0
}

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@ -0,0 +1,9 @@
# -*- coding: utf-8 -*-
# Copyright (c) 2018, Frappe Technologies Pvt. Ltd. and contributors
# For license information, please see license.txt
from __future__ import unicode_literals
from frappe.model.document import Document
class EmployeeGroup(Document):
pass

View File

@ -0,0 +1,32 @@
# -*- coding: utf-8 -*-
# Copyright (c) 2018, Frappe Technologies Pvt. Ltd. and Contributors
# See license.txt
from __future__ import unicode_literals
import frappe
import unittest
from erpnext.hr.doctype.employee.test_employee import make_employee
class TestEmployeeGroup(unittest.TestCase):
pass
def make_employee_group():
employee = make_employee("testemployee@example.com")
employee_group = frappe.get_doc({
"doctype": "Employee Group",
"employee_group_name": "_Test Employee Group",
"employee_list": [
{
"employee": employee
}
]
})
employee_group_exist = frappe.db.exists("Employee Group", "_Test Employee Group")
if not employee_group_exist:
employee_group.insert()
return employee_group.employee_group_name
else:
return employee_group_exist
def get_employee_group():
employee_group = frappe.db.exists("Employee Group", "_Test Employee Group")
return employee_group

View File

@ -0,0 +1,109 @@
{
"allow_copy": 0,
"allow_events_in_timeline": 0,
"allow_guest_to_view": 0,
"allow_import": 0,
"allow_rename": 0,
"beta": 0,
"creation": "2018-11-19 12:39:46.153061",
"custom": 0,
"docstatus": 0,
"doctype": "DocType",
"document_type": "",
"editable_grid": 1,
"engine": "InnoDB",
"fields": [
{
"allow_bulk_edit": 0,
"allow_in_quick_entry": 0,
"allow_on_submit": 0,
"bold": 0,
"collapsible": 0,
"columns": 0,
"fieldname": "employee",
"fieldtype": "Link",
"hidden": 0,
"ignore_user_permissions": 0,
"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
"in_list_view": 1,
"in_standard_filter": 0,
"label": "Employee",
"length": 0,
"no_copy": 0,
"options": "Employee",
"permlevel": 0,
"precision": "",
"print_hide": 0,
"print_hide_if_no_value": 0,
"read_only": 0,
"remember_last_selected_value": 0,
"report_hide": 0,
"reqd": 0,
"search_index": 0,
"set_only_once": 0,
"translatable": 0,
"unique": 0
},
{
"allow_bulk_edit": 0,
"allow_in_quick_entry": 0,
"allow_on_submit": 0,
"bold": 0,
"collapsible": 0,
"columns": 0,
"fetch_from": "employee.first_name",
"fieldname": "employee_name",
"fieldtype": "Data",
"hidden": 0,
"ignore_user_permissions": 0,
"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
"in_list_view": 1,
"in_standard_filter": 0,
"label": "Employee Name",
"length": 0,
"no_copy": 0,
"permlevel": 0,
"precision": "",
"print_hide": 0,
"print_hide_if_no_value": 0,
"read_only": 0,
"remember_last_selected_value": 0,
"report_hide": 0,
"reqd": 0,
"search_index": 0,
"set_only_once": 0,
"translatable": 0,
"unique": 0
}
],
"has_web_view": 0,
"hide_heading": 0,
"hide_toolbar": 0,
"idx": 0,
"image_view": 0,
"in_create": 0,
"is_submittable": 0,
"issingle": 0,
"istable": 1,
"max_attachments": 0,
"modified": "2018-11-19 13:18:17.281656",
"modified_by": "Administrator",
"module": "HR",
"name": "Employee Group Table",
"name_case": "",
"owner": "Administrator",
"permissions": [],
"quick_entry": 1,
"read_only": 0,
"read_only_onload": 0,
"show_name_in_global_search": 0,
"sort_field": "modified",
"sort_order": "DESC",
"track_changes": 1,
"track_seen": 0,
"track_views": 0
}

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@ -0,0 +1,9 @@
# -*- coding: utf-8 -*-
# Copyright (c) 2018, Frappe Technologies Pvt. Ltd. and contributors
# For license information, please see license.txt
from __future__ import unicode_literals
from frappe.model.document import Document
class EmployeeGroupTable(Document):
pass

View File

@ -2,6 +2,8 @@
# License: GNU General Public License v3. See license.txt
from __future__ import unicode_literals
import frappe
test_records = frappe.get_test_records('Holiday List')
import unittest
class TestHolidayList(unittest.TestCase):
pass

File diff suppressed because it is too large Load Diff

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@ -20,6 +20,10 @@ def get_data():
'label': _('Orders'),
'items': ['Sales Order', 'Delivery Note', 'Sales Invoice']
},
{
'label': _('Service Level Agreement'),
'items': ['Service Level Agreement']
},
{
'label': _('Payments'),
'items': ['Payment Entry']

View File

@ -1,6 +1,7 @@
frappe.ui.form.on("Issue", {
onload: function(frm) {
frm.email_field = "raised_by";
set_time_to_resolve_and_response(frm);
},
refresh: function (frm) {
@ -74,5 +75,39 @@ frappe.ui.form.on("Issue", {
frm.timeline.wrapper.data("split-issue-event-attached", true)
}
}
}
},
});
function set_time_to_resolve_and_response(frm) {
const customer = frm.fields_dict['customer'].$wrapper;
const email_account = frm.fields_dict['email_account'].$wrapper;
const time_to_respond = $(get_time_left_element(__('Time To Respond'), frm.doc.response_by));
const time_to_resolve = $(get_time_left_element(__('Time To Resolve'), frm.doc.resolve_by));
time_to_respond.insertAfter(customer);
time_to_resolve.insertAfter(email_account);
}
function get_time_left_element(label, timestamp) {
return `
<div class="frappe-control input-max-width" data-field_name="${label.replace(/ /g, "_").toLowerCase()}">
<div class="form-group">
<div class="clearfix">
<label class="control-label" style="padding-right: 0px;">
${label}
</label>
</div>
<div class="control-input-wrapper">
<div class="control-value like-disabled-input">${get_time_left(timestamp)}</div>
</div>
</div>
</div>
`;
}
function get_time_left(timestamp) {
const diff = moment(timestamp).diff(moment());
return diff >= 44500 ? moment.duration().humanize() : 0;
}

File diff suppressed because it is too large Load Diff

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@ -5,11 +5,13 @@ from __future__ import unicode_literals
import frappe
import json
from frappe import _
from frappe import utils
from frappe.model.document import Document
from frappe.utils import now, time_diff_in_hours, now_datetime, getdate, get_weekdays, add_to_date, today, get_time, get_datetime
from datetime import datetime, timedelta
from frappe.model.mapper import get_mapped_doc
from frappe.utils import now
from frappe.utils.user import is_website_user
from ..service_level_agreement.service_level_agreement import get_active_service_level_agreement_for
sender_field = "raised_by"
@ -108,6 +110,91 @@ class Issue(Document):
return replicated_issue.name
def before_insert(self):
self.set_response_and_resolution_time()
def set_response_and_resolution_time(self):
service_level_agreement = get_active_service_level_agreement_for(self.customer)
if service_level_agreement:
self.service_level_agreement = service_level_agreement.name
self.priority = service_level_agreement.priority
if not self.service_level_agreement: return
service_level = frappe.get_doc("Service Level", service_level_agreement.service_level)
if not self.creation:
self.creation = now_datetime()
start_date_time = get_datetime(self.creation)
self.response_by, self.time_to_respond = get_expected_time_for('response', service_level, start_date_time)
self.resolution_by, self.time_to_resolve = get_expected_time_for('resolution', service_level, start_date_time)
def get_expected_time_for(parameter, service_level, start_date_time):
current_date_time = start_date_time
expected_time = current_date_time
start_time = None
end_time = None
# lets assume response time is in days by default
if parameter == 'response':
allotted_days = service_level.response_time
time_period = service_level.response_time_period
elif parameter == 'resolution':
allotted_days = service_level.resolution_time
time_period = service_level.resolution_time_period
else:
frappe.throw(_("{0} parameter is invalid".format(parameter)))
allotted_hours = 0
if time_period == 'Hour':
allotted_hours = allotted_days
allotted_days = 0
elif time_period == 'Week':
allotted_days *= 7
expected_time_is_set = 1 if allotted_days == 0 and time_period in ['Day', 'Week'] else 0
support_days = {}
for service in service_level.support_and_resolution:
support_days[service.workday] = frappe._dict({
'start_time': service.start_time,
'end_time': service.end_time,
})
holidays = get_holidays(service_level.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) else support_days[current_weekday].start_time
end_time = support_days[current_weekday].end_time
time_left_today = time_diff_in_hours(end_time, start_time)
# no time left for support today
if time_left_today < 0: pass
elif time_period == 'Hour':
if time_left_today >= allotted_hours:
expected_time = datetime.combine(getdate(current_date_time), get_time(start_time))
expected_time = add_to_date(expected_time, hours=allotted_hours)
expected_time_is_set = 1
else:
allotted_hours = allotted_hours - time_left_today
else:
allotted_days -= 1
expected_time_is_set = allotted_days <= 0
current_date_time = add_to_date(current_date_time, days=1)
if end_time and time_period != 'Hour':
current_date_time = datetime.combine(getdate(current_date_time), get_time(end_time))
else:
current_date_time = expected_time
return current_date_time, round(time_diff_in_hours(current_date_time, start_date_time), 2)
def get_list_context(context=None):
return {
@ -168,18 +255,35 @@ def auto_close_tickets():
doc.flags.ignore_mandatory = True
doc.save()
def has_website_permission(doc, ptype, user, verbose=False):
from erpnext.controllers.website_list_for_contact import has_website_permission
permission_based_on_customer = has_website_permission(doc, ptype, user, verbose)
return permission_based_on_customer or doc.raised_by==user
def update_issue(contact, method):
"""Called when Contact is deleted"""
frappe.db.sql("""UPDATE `tabIssue` set contact='' where contact=%s""", contact.name)
def update_support_timer():
issues = frappe.get_list("Issue", filters={"status": "Open"}, order_by="creation DESC")
for issue in issues:
issue = frappe.get_doc("Issue", issue.name)
if round(time_diff_in_hours(issue.response_by, now_datetime()), 2) < 0 or round(time_diff_in_hours(issue.resolution_by, now_datetime()), 2) < 0:
issue.agreement_status = "Failed"
else:
issue.agreement_status = "Fulfilled"
issue.save()
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()
def make_task(source_name, target_doc=None):

View File

@ -1,23 +0,0 @@
/* eslint-disable */
// rename this file from _test_[name] to test_[name] to activate
// and remove above this line
QUnit.test("test: Issue", function (assert) {
let done = assert.async();
// number of asserts
assert.expect(1);
frappe.run_serially([
// insert a new Issue
() => frappe.tests.make('Issue', [
// values to be set
{key: 'value'}
]),
() => {
assert.equal(cur_frm.doc.key, 'value');
},
() => done()
]);
});

View File

@ -4,8 +4,46 @@ from __future__ import unicode_literals
import frappe
import unittest
test_records = frappe.get_test_records('Issue')
from erpnext.support.doctype.service_level_agreement.test_service_level_agreement import make_service_level_agreement
from frappe.utils import now_datetime
import datetime
from datetime import timedelta
class TestIssue(unittest.TestCase):
pass
def test_response_time_and_resolution_time_based_on_different_sla(self):
make_service_level_agreement()
creation = "2019-03-04 12:00:00"
# make issue with customer specific SLA
issue = make_issue(creation, '_Test Customer')
self.assertEquals(issue.response_by, datetime.datetime(2019, 3, 7, 18, 0))
self.assertEquals(issue.resolution_by, datetime.datetime(2019, 3, 9, 18, 0))
# make issue with default SLA
issue = make_issue(creation)
self.assertEquals(issue.response_by, datetime.datetime(2019, 3, 4, 16, 0))
self.assertEquals(issue.resolution_by, datetime.datetime(2019, 3, 4, 18, 0))
creation = "2019-03-04 14:00:00"
# make issue with default SLA next day
issue = make_issue(creation)
self.assertEquals(issue.response_by, datetime.datetime(2019, 3, 4, 18, 0))
self.assertEquals(issue.resolution_by, datetime.datetime(2019, 3, 6, 12, 0))
def make_issue(creation, customer=None):
issue = frappe.get_doc({
"doctype": "Issue",
"subject": "Issue 1",
"customer": customer,
"raised_by": "test@example.com",
"creation": creation
}).insert()
return issue

View File

@ -1,8 +0,0 @@
[
{
"doctype": "Issue",
"name": "_Test Issue 1",
"subject": "Test Support",
"raised_by": "test@example.com"
}
]

View File

@ -1,23 +0,0 @@
/* eslint-disable */
// rename this file from _test_[name] to test_[name] to activate
// and remove above this line
QUnit.test("test: Issue Type", function (assert) {
let done = assert.async();
// number of asserts
assert.expect(1);
frappe.run_serially([
// insert a new Issue Type
() => frappe.tests.make('Issue Type', [
// values to be set
{key: 'value'}
]),
() => {
assert.equal(cur_frm.doc.key, 'value');
},
() => done()
]);
});

View File

@ -0,0 +1,203 @@
{
"allow_copy": 0,
"allow_events_in_timeline": 0,
"allow_guest_to_view": 0,
"allow_import": 0,
"allow_rename": 0,
"beta": 0,
"creation": "2019-03-04 12:55:36.403035",
"custom": 0,
"docstatus": 0,
"doctype": "DocType",
"document_type": "",
"editable_grid": 1,
"engine": "InnoDB",
"fields": [
{
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"allow_in_quick_entry": 0,
"allow_on_submit": 0,
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"fieldname": "workday",
"fieldtype": "Select",
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"options": "Monday\nTuesday\nWednesday\nThursday\nFriday\nSaturday\nSunday",
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},
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"fieldtype": "Section Break",
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},
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"fieldtype": "Time",
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"in_filter": 0,
"in_global_search": 0,
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},
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"fieldtype": "Column Break",
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"fieldtype": "Time",
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"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
"in_list_view": 1,
"in_standard_filter": 0,
"label": "End Time",
"length": 0,
"no_copy": 0,
"permlevel": 0,
"precision": "",
"print_hide": 0,
"print_hide_if_no_value": 0,
"read_only": 0,
"remember_last_selected_value": 0,
"report_hide": 0,
"reqd": 0,
"search_index": 0,
"set_only_once": 0,
"translatable": 0,
"unique": 0
}
],
"has_web_view": 0,
"hide_heading": 0,
"hide_toolbar": 0,
"idx": 0,
"image_view": 0,
"in_create": 0,
"is_submittable": 0,
"issingle": 0,
"istable": 1,
"max_attachments": 0,
"modified": "2019-03-04 12:55:36.403035",
"modified_by": "Administrator",
"module": "Support",
"name": "Service Day",
"name_case": "",
"owner": "Administrator",
"permissions": [],
"quick_entry": 1,
"read_only": 0,
"read_only_onload": 0,
"show_name_in_global_search": 0,
"sort_field": "modified",
"sort_order": "DESC",
"track_changes": 1,
"track_seen": 0,
"track_views": 0
}

View File

@ -0,0 +1,10 @@
# -*- coding: utf-8 -*-
# Copyright (c) 2019, Frappe Technologies Pvt. Ltd. and contributors
# For license information, please see license.txt
from __future__ import unicode_literals
# import frappe
from frappe.model.document import Document
class ServiceDay(Document):
pass

View File

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

View File

@ -0,0 +1,488 @@
{
"allow_copy": 0,
"allow_events_in_timeline": 0,
"allow_guest_to_view": 0,
"allow_import": 0,
"allow_rename": 0,
"autoname": "field:service_level",
"beta": 0,
"creation": "2018-11-19 12:44:30.407502",
"custom": 0,
"docstatus": 0,
"doctype": "DocType",
"document_type": "",
"editable_grid": 1,
"engine": "InnoDB",
"fields": [
{
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"allow_in_quick_entry": 0,
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"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
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},
{
"allow_bulk_edit": 0,
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"allow_on_submit": 0,
"bold": 0,
"collapsible": 0,
"columns": 0,
"fieldname": "priority",
"fieldtype": "Select",
"hidden": 0,
"ignore_user_permissions": 0,
"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
"in_list_view": 1,
"in_standard_filter": 0,
"label": "Priority",
"length": 0,
"no_copy": 0,
"options": "Low\nMedium\nHigh",
"permlevel": 0,
"precision": "",
"print_hide": 0,
"print_hide_if_no_value": 0,
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{
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"allow_on_submit": 0,
"bold": 0,
"collapsible": 0,
"columns": 0,
"fieldname": "column_break_2",
"fieldtype": "Column Break",
"hidden": 0,
"ignore_user_permissions": 0,
"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
"in_list_view": 0,
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},
{
"allow_bulk_edit": 0,
"allow_in_quick_entry": 0,
"allow_on_submit": 0,
"bold": 0,
"collapsible": 0,
"columns": 0,
"fieldname": "holiday_list",
"fieldtype": "Link",
"hidden": 0,
"ignore_user_permissions": 0,
"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
"in_list_view": 1,
"in_standard_filter": 0,
"label": "Holiday List (ignored during SLA calculation)",
"length": 0,
"no_copy": 0,
"options": "Holiday List",
"permlevel": 0,
"precision": "",
"print_hide": 0,
"print_hide_if_no_value": 0,
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"allow_bulk_edit": 0,
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"allow_on_submit": 0,
"bold": 0,
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"fieldtype": "Link",
"hidden": 0,
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"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
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"options": "Employee Group",
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},
{
"allow_bulk_edit": 0,
"allow_in_quick_entry": 0,
"allow_on_submit": 0,
"bold": 0,
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"columns": 0,
"fieldname": "response_and_resoution_time",
"fieldtype": "Section Break",
"hidden": 0,
"ignore_user_permissions": 0,
"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
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"fieldtype": "Int",
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},
{
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"allow_in_quick_entry": 0,
"allow_on_submit": 0,
"bold": 0,
"collapsible": 0,
"columns": 0,
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"fieldname": "resolution_time",
"fieldtype": "Int",
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},
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"allow_on_submit": 0,
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"fieldtype": "Column Break",
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},
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"allow_in_quick_entry": 0,
"allow_on_submit": 0,
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"collapsible": 0,
"columns": 0,
"depends_on": "",
"fieldname": "response_time_period",
"fieldtype": "Select",
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"ignore_user_permissions": 0,
"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
"in_list_view": 0,
"in_standard_filter": 0,
"label": "Response Time Period",
"length": 0,
"no_copy": 0,
"options": "Hour\nDay\nWeek",
"permlevel": 0,
"precision": "",
"print_hide": 0,
"print_hide_if_no_value": 0,
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},
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"allow_on_submit": 0,
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"fieldtype": "Select",
"hidden": 0,
"ignore_user_permissions": 0,
"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
"in_list_view": 0,
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"label": "Resolution Time Period",
"length": 0,
"no_copy": 0,
"options": "Hour\nDay\nWeek",
"permlevel": 0,
"precision": "",
"print_hide": 0,
"print_hide_if_no_value": 0,
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"remember_last_selected_value": 0,
"report_hide": 0,
"reqd": 1,
"search_index": 0,
"set_only_once": 0,
"translatable": 0,
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},
{
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"allow_in_quick_entry": 0,
"allow_on_submit": 0,
"bold": 0,
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"columns": 0,
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"fieldtype": "Section Break",
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"label": "Support and Resolution",
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},
{
"allow_bulk_edit": 0,
"allow_in_quick_entry": 0,
"allow_on_submit": 0,
"bold": 0,
"collapsible": 0,
"columns": 0,
"fieldname": "support_and_resolution",
"fieldtype": "Table",
"hidden": 0,
"ignore_user_permissions": 0,
"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
"in_list_view": 0,
"in_standard_filter": 0,
"label": "Support and Resolution",
"length": 0,
"no_copy": 0,
"options": "Service Day",
"permlevel": 0,
"precision": "",
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"print_hide_if_no_value": 0,
"read_only": 0,
"remember_last_selected_value": 0,
"report_hide": 0,
"reqd": 1,
"search_index": 0,
"set_only_once": 0,
"translatable": 0,
"unique": 0
}
],
"has_web_view": 0,
"hide_heading": 0,
"hide_toolbar": 0,
"idx": 0,
"image_view": 0,
"in_create": 0,
"is_submittable": 0,
"issingle": 0,
"istable": 0,
"max_attachments": 0,
"modified": "2019-03-04 12:55:53.215841",
"modified_by": "Administrator",
"module": "Support",
"name": "Service Level",
"name_case": "",
"owner": "Administrator",
"permissions": [
{
"amend": 0,
"cancel": 0,
"create": 1,
"delete": 1,
"email": 1,
"export": 1,
"if_owner": 0,
"import": 0,
"permlevel": 0,
"print": 1,
"read": 1,
"report": 1,
"role": "System Manager",
"set_user_permissions": 0,
"share": 1,
"submit": 0,
"write": 1
}
],
"quick_entry": 0,
"read_only": 0,
"read_only_onload": 0,
"show_name_in_global_search": 0,
"sort_field": "modified",
"sort_order": "DESC",
"track_changes": 0,
"track_seen": 0,
"track_views": 0
}

View File

@ -0,0 +1,46 @@
# -*- coding: utf-8 -*-
# Copyright (c) 2018, Frappe Technologies Pvt. Ltd. and contributors
# For license information, please see license.txt
from __future__ import unicode_literals
import frappe
from frappe import _
from frappe.model.document import Document
from datetime import datetime
from frappe.utils import get_weekdays
class ServiceLevel(Document):
def validate(self):
week = get_weekdays()
indexes = []
self.check_response_and_resolution_time()
for support_and_resolution in self.support_and_resolution:
indexes.append(week.index(support_and_resolution.workday))
support_and_resolution.idx = week.index(support_and_resolution.workday) + 1
start_time, end_time = (datetime.strptime(support_and_resolution.start_time, '%H:%M:%S').time(),
datetime.strptime(support_and_resolution.end_time, '%H:%M:%S').time())
if start_time > end_time:
frappe.throw(_("Start Time can't be greater than End Time for {0}.".format(support_and_resolution.workday)))
if not len(set(indexes)) == len(indexes):
frappe.throw(_("Workday has been repeated twice"))
def check_response_and_resolution_time(self):
if self.response_time_period == "Hour":
response = self.response_time * 0.0416667
elif self.response_time_period == "Day":
response = self.response_time
elif self.response_time_period == "Week":
response = self.response_time * 7
if self.resolution_time_period == "Hour":
resolution = self.resolution_time * 0.0416667
elif self.resolution_time_period == "Day":
resolution = self.resolution_time
elif self.resolution_time_period == "Week":
resolution = self.resolution_time * 7
if response > resolution:
frappe.throw(_("Response Time can't be greater than Resolution Time"))

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@ -0,0 +1,156 @@
# -*- coding: utf-8 -*-
# Copyright (c) 2018, Frappe Technologies Pvt. Ltd. and Contributors
# See license.txt
from __future__ import unicode_literals
from erpnext.hr.doctype.employee_group.test_employee_group import make_employee_group
from frappe.utils import now_datetime
import datetime
from datetime import timedelta
import frappe
import unittest
class TestServiceLevel(unittest.TestCase):
pass
def make_service_level():
employee_group = make_employee_group()
make_holiday_list()
# Default Service Level Agreement
default_service_level = frappe.get_doc({
"doctype": "Service Level",
"service_level": "__Test Service Level",
"holiday_list": "__Test Holiday List",
"priority": "Medium",
"employee_group": employee_group,
"response_time": 4,
"response_time_period": "Hour",
"resolution_time": 6,
"resolution_time_period": "Hour",
"support_and_resolution": [
{
"workday": "Monday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Tuesday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Wednesday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Thursday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Friday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Saturday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Sunday",
"start_time": "10:00:00",
"end_time": "18:00:00",
}
]
})
default_service_level_exists = frappe.db.exists("Service Level", "__Test Service Level")
if not default_service_level_exists:
default_service_level.insert()
service_level = frappe.get_doc({
"doctype": "Service Level",
"service_level": "_Test Service Level",
"holiday_list": "__Test Holiday List",
"priority": "Medium",
"employee_group": employee_group,
"response_time": 2,
"response_time_period": "Day",
"resolution_time": 3,
"resolution_time_period": "Day",
"support_and_resolution": [
{
"workday": "Monday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Tuesday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Wednesday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Thursday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Friday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Saturday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Sunday",
"start_time": "10:00:00",
"end_time": "18:00:00",
}
]
})
service_level_exist = frappe.db.exists("Service Level", "_Test Service Level")
if not service_level_exist:
service_level.insert()
return service_level.service_level
else:
return service_level_exist
def get_service_level():
service_level = frappe.db.exists("Service Level", "_Test Service Level")
return service_level
def make_holiday_list():
holiday_list = frappe.db.exists("Holiday List", "__Test Holiday List")
if not holiday_list:
now = datetime.datetime.now()
holiday_list = frappe.get_doc({
"doctype": "Holiday List",
"holiday_list_name": "__Test Holiday List",
"from_date": "2019-01-01",
"to_date": "2019-12-31",
"holidays": [
{
"description": "Test Holiday 1",
"holiday_date": "2019-03-05"
},
{
"description": "Test Holiday 2",
"holiday_date": "2019-03-07"
},
{
"description": "Test Holiday 3",
"holiday_date": "2019-02-11"
},
]
}).insert()

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@ -0,0 +1,21 @@
// Copyright (c) 2018, Frappe Technologies Pvt. Ltd. and contributors
// For license information, please see license.txt
frappe.ui.form.on('Service Level Agreement', {
service_level: function(frm) {
frm.fields_dict.support_and_resolution.grid.remove_all();
frappe.call({
"method": "frappe.client.get",
args: {
doctype: "Service Level",
name: frm.doc.service_level
},
callback: function(data){
for (var i = 0; i < data.message.support_and_resolution.length; i++){
frm.add_child("support_and_resolution", data.message.support_and_resolution[i]);
}
frm.refresh();
}
});
}
});

View File

@ -0,0 +1,764 @@
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"beta": 0,
"creation": "2018-12-26 21:08:15.448812",
"custom": 0,
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"hidden": 0,
"ignore_user_permissions": 0,
"ignore_xss_filter": 0,
"in_filter": 0,
"in_global_search": 0,
"in_list_view": 0,
"in_standard_filter": 0,
"label": "Support and Resolution",
"length": 0,
"no_copy": 0,
"options": "Service Day",
"permlevel": 0,
"precision": "",
"print_hide": 0,
"print_hide_if_no_value": 0,
"read_only": 0,
"remember_last_selected_value": 0,
"report_hide": 0,
"reqd": 0,
"search_index": 0,
"set_only_once": 0,
"translatable": 0,
"unique": 0
}
],
"has_web_view": 0,
"hide_heading": 0,
"hide_toolbar": 0,
"idx": 0,
"image_view": 0,
"in_create": 0,
"is_submittable": 0,
"issingle": 0,
"istable": 0,
"max_attachments": 0,
"modified": "2019-03-17 22:36:53.576464",
"modified_by": "Administrator",
"module": "Support",
"name": "Service Level Agreement",
"name_case": "",
"owner": "Administrator",
"permissions": [
{
"amend": 0,
"cancel": 0,
"create": 1,
"delete": 1,
"email": 1,
"export": 1,
"if_owner": 0,
"import": 0,
"permlevel": 0,
"print": 1,
"read": 1,
"report": 1,
"role": "System Manager",
"set_user_permissions": 0,
"share": 1,
"submit": 0,
"write": 1
},
{
"amend": 0,
"cancel": 0,
"create": 1,
"delete": 1,
"email": 1,
"export": 1,
"if_owner": 0,
"import": 0,
"permlevel": 0,
"print": 1,
"read": 1,
"report": 1,
"role": "All",
"set_user_permissions": 0,
"share": 1,
"submit": 0,
"write": 1
}
],
"quick_entry": 0,
"read_only": 0,
"read_only_onload": 0,
"show_name_in_global_search": 0,
"sort_field": "modified",
"sort_order": "DESC",
"track_changes": 1,
"track_seen": 0,
"track_views": 0
}

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@ -0,0 +1,45 @@
# -*- coding: utf-8 -*-
# Copyright (c) 2018, Frappe Technologies Pvt. Ltd. and contributors
# For license information, please see license.txt
from __future__ import unicode_literals
import frappe
from frappe.model.document import Document
from frappe import _
class ServiceLevelAgreement(Document):
def before_insert(self):
if self.default_service_level_agreement:
doc = frappe.get_list("Service Level Agreement", filters=[{"default_service_level_agreement": "1"}])
if doc:
frappe.throw(_("A Default Service Level Agreement already exists."))
def validate(self):
if not self.default_service_level_agreement:
if not (self.start_date and self.end_date):
frappe.throw(_("Enter Start and End Date for the Agreement."))
if self.start_date >= self.end_date:
frappe.throw(_("Start Date of Agreement can't be greater than or equal to End Date."))
def check_agreement_status():
service_level_agreements = frappe.get_list("Service Level Agreement", filters=[
{"agreement_status": "Active"},
{"default_service_level_agreement": 0}
])
service_level_agreements.reverse()
for service_level_agreement in service_level_agreements:
service_level_agreement = frappe.get_doc("Service Level Agreement", service_level_agreement)
if service_level_agreement.end_date < frappe.utils.getdate():
service_level_agreement.agreement_status = "Expired"
service_level_agreement.save()
def get_active_service_level_agreement_for(customer):
agreement = frappe.get_list("Service Level Agreement",
filters=[{"agreement_status": "Active"}],
or_filters=[{'customer': customer},{"default_service_level_agreement": "1"}],
fields=["name", "service_level", "holiday_list", "priority"],
order_by='customer DESC',
limit=1)
return agreement[0] if agreement else None

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# -*- coding: utf-8 -*-
# Copyright (c) 2018, Frappe Technologies Pvt. Ltd. and Contributors
# See license.txt
from __future__ import unicode_literals
import frappe
import unittest
from erpnext.support.doctype.service_level.test_service_level import make_service_level
class TestServiceLevelAgreement(unittest.TestCase):
pass
def make_service_level_agreement():
make_service_level()
# Default Service Level Agreement
default_service_level_agreement = frappe.get_doc({
"doctype": "Service Level Agreement",
"name": "__Test Service Level Agreement",
"default_service_level_agreement": 1,
"service_level": "__Test Service Level",
"holiday_list": "__Test Holiday List",
"priority": "Medium",
"employee_group": "_Test Employee Group",
"start_date": frappe.utils.getdate(),
"end_date": frappe.utils.add_to_date(frappe.utils.getdate(), days=100),
"response_time": 4,
"response_time_period": "Hour",
"resolution_time": 6,
"resolution_time_period": "Hour",
"support_and_resolution": [
{
"workday": "Monday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Tuesday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Wednesday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Thursday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Friday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Saturday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Sunday",
"start_time": "10:00:00",
"end_time": "18:00:00",
}
]
})
default_service_level_agreement_exists = frappe.db.exists("Service Level Agreement", "__Test Service Level Agreement")
if not default_service_level_agreement_exists:
default_service_level_agreement.insert()
customer = frappe.get_doc({
"doctype": "Customer",
"customer_name": "_Test Customer",
"customer_group": "Commercial",
"customer_type": "Individual",
"territory": "Rest Of The World"
})
if not frappe.db.exists("Customer", "_Test Customer"):
customer.insert()
else:
customer = frappe.get_doc("Customer", "_Test Customer")
service_level_agreement = frappe.get_doc({
"doctype": "Service Level Agreement",
"name": "_Test Service Level Agreement",
"customer": customer.customer_name,
"service_level": "_Test Service Level",
"holiday_list": "__Test Holiday List",
"priority": "Medium",
"employee_group": "_Test Employee Group",
"start_date": frappe.utils.getdate(),
"end_date": frappe.utils.add_to_date(frappe.utils.getdate(), days=100),
"response_time": 2,
"response_time_period": "Day",
"resolution_time": 3,
"resolution_time_period": "Day",
"support_and_resolution": [
{
"workday": "Monday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Tuesday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Wednesday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Thursday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Friday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Saturday",
"start_time": "10:00:00",
"end_time": "18:00:00",
},
{
"workday": "Sunday",
"start_time": "10:00:00",
"end_time": "18:00:00",
}
]
})
service_level_agreement_exists = frappe.db.exists("Service Level Agreement", "_Test Service Level Agreement")
if not service_level_agreement_exists:
service_level_agreement.insert()
return service_level_agreement.name
else:
return service_level_agreement_exists
def get_service_level_agreement():
service_level_agreement = frappe.db.exists("Service Level Agreement", "_Test Service Level Agreement")
return service_level_agreement