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

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* 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
Show Stats Download Patch File Download Diff File Expand all files Collapse all files

132
erpnext/config/help_desk.py
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@ -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
View File

@ -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."),
}
]
},
]

6
erpnext/hooks.py
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"

0
erpnext/hr/doctype/employee_group/__init__.py Normal file
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6
erpnext/hr/doctype/employee_group/employee_group.js Normal file
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@ -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', {
});

162
erpnext/hr/doctype/employee_group/employee_group.json Normal file
View File

@ -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
}

9
erpnext/hr/doctype/employee_group/employee_group.py Normal file
View File

@ -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

32
erpnext/hr/doctype/employee_group/test_employee_group.py Normal file
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

0
erpnext/hr/doctype/employee_group_table/__init__.py Normal file
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109
erpnext/hr/doctype/employee_group_table/employee_group_table.json Normal file
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
}

9
erpnext/hr/doctype/employee_group_table/employee_group_table.py Normal file
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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

6
erpnext/hr/doctype/holiday_list/test_holiday_list.py
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

3980
erpnext/selling/doctype/customer/customer.json
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File diff suppressed because it is too large Load Diff

4
erpnext/selling/doctype/customer/customer_dashboard.py
View File

@ -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']

37
erpnext/support/doctype/issue/issue.js
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;
}

2247
erpnext/support/doctype/issue/issue.json
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File diff suppressed because it is too large Load Diff

112
erpnext/support/doctype/issue/issue.py
View File

@ -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):

23
erpnext/support/doctype/issue/test_issue.js
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()
]);
});

44
erpnext/support/doctype/issue/test_issue.py
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

8
erpnext/support/doctype/issue/test_records.json
View File

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

23
erpnext/support/doctype/issue_type/test_issue_type.js
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()
]);
});

0
erpnext/support/doctype/service_day/__init__.py Normal file
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203
erpnext/support/doctype/service_day/service_day.json Normal file
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@ -0,0 +1,203 @@
{
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"allow_import": 0,
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}

10
erpnext/support/doctype/service_day/service_day.py Normal file
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

0
erpnext/support/doctype/service_level/__init__.py Normal file
View File

6
erpnext/support/doctype/service_level/service_level.js Normal file
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', {
});

488
erpnext/support/doctype/service_level/service_level.json Normal file
View File

@ -0,0 +1,488 @@
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"allow_import": 0,
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"beta": 0,
"creation": "2018-11-19 12:44:30.407502",
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"doctype": "DocType",
"document_type": "",
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"engine": "InnoDB",
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}
],
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"modified": "2019-03-04 12:55:53.215841",
"modified_by": "Administrator",
"module": "Support",
"name": "Service Level",
"name_case": "",
"owner": "Administrator",
"permissions": [
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"permlevel": 0,
"print": 1,
"read": 1,
"report": 1,
"role": "System Manager",
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"submit": 0,
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}
],
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"read_only": 0,
"read_only_onload": 0,
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"sort_field": "modified",
"sort_order": "DESC",
"track_changes": 0,
"track_seen": 0,
"track_views": 0
}

46
erpnext/support/doctype/service_level/service_level.py Normal file
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# -*- 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"))

156
erpnext/support/doctype/service_level/test_service_level.py Normal file
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# -*- 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()

0
erpnext/support/doctype/service_level_agreement/__init__.py Normal file
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21
erpnext/support/doctype/service_level_agreement/service_level_agreement.js Normal file
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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();
}
});
}
});

764
erpnext/support/doctype/service_level_agreement/service_level_agreement.json Normal file
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@ -0,0 +1,764 @@
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"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": "service_level.resolution_time_period",
"fetch_if_empty": 0,
"fieldname": "resolution_time_period",
"fieldtype": "Data",
"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": "Resolution Time Period",
"length": 0,
"no_copy": 0,
"permlevel": 0,
"precision": "",
"print_hide": 0,
"print_hide_if_no_value": 0,
"read_only": 1,
"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": 1,
"columns": 0,
"fetch_if_empty": 0,
"fieldname": "support_and_resolution_section_break",
"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": "Support and Resolution",
"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,
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},
{
"allow_bulk_edit": 0,
"allow_in_quick_entry": 0,
"allow_on_submit": 0,
"bold": 0,
"collapsible": 0,
"columns": 0,
"fetch_if_empty": 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": "",
"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,
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}
],
"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,
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"report": 1,
"role": "System Manager",
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},
{
"amend": 0,
"cancel": 0,
"create": 1,
"delete": 1,
"email": 1,
"export": 1,
"if_owner": 0,
"import": 0,
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"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
}

45
erpnext/support/doctype/service_level_agreement/service_level_agreement.py Normal file
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# -*- 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

149
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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