fix(Issue): Calculate first_response_time based on working hours (#25991)
This commit is contained in:
Ganga Manoj
GitHub
parent
1352c7f943
commit
f4fc1384a5
@ -245,7 +245,10 @@ doc_events = {
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"erpnext.portal.utils.set_default_role"]
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},
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"Communication": {
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"on_update": "erpnext.support.doctype.service_level_agreement.service_level_agreement.update_hold_time"
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"on_update": [
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"erpnext.support.doctype.service_level_agreement.service_level_agreement.update_hold_time",
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"erpnext.support.doctype.issue.issue.set_first_response_time"
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]
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},
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("Sales Taxes and Charges Template", 'Price List'): {
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"on_update": "erpnext.shopping_cart.doctype.shopping_cart_settings.shopping_cart_settings.validate_cart_settings"
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@ -5,10 +5,10 @@ from __future__ import unicode_literals
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import frappe
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import json
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from frappe import _
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from frappe import utils
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from frappe.model.document import Document
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from frappe.utils import now_datetime
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from datetime import datetime, timedelta
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from frappe.utils import now_datetime, time_diff_in_seconds, get_datetime, date_diff
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from frappe.core.utils import get_parent_doc
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from datetime import timedelta
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from frappe.model.mapper import get_mapped_doc
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from frappe.utils.user import is_website_user
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from frappe.email.inbox import link_communication_to_document
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@ -212,7 +212,129 @@ def make_issue_from_communication(communication, ignore_communication_links=Fals
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return issue.name
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def get_time_in_timedelta(time):
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"""
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Converts datetime.time(10, 36, 55, 961454) to datetime.timedelta(seconds=38215)
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"""
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return timedelta(hours=time.hour, minutes=time.minute, seconds=time.second)
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def set_first_response_time(communication, method):
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if communication.get('reference_doctype') == "Issue":
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issue = get_parent_doc(communication)
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if is_first_response(issue):
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first_response_time = calculate_first_response_time(issue, get_datetime(issue.first_responded_on))
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issue.db_set("first_response_time", first_response_time)
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def is_first_response(issue):
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responses = frappe.get_all('Communication', filters = {'reference_name': issue.name, 'sent_or_received': 'Sent'})
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if len(responses) == 1:
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return True
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return False
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def calculate_first_response_time(issue, first_responded_on):
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issue_creation_date = issue.creation
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issue_creation_time = get_time_in_seconds(issue_creation_date)
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first_responded_on_in_seconds = get_time_in_seconds(first_responded_on)
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support_hours = frappe.get_cached_doc("Service Level Agreement", issue.service_level_agreement).support_and_resolution
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if issue_creation_date.day == first_responded_on.day:
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if is_work_day(issue_creation_date, support_hours):
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start_time, end_time = get_working_hours(issue_creation_date, support_hours)
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# issue creation and response on the same day during working hours
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if is_during_working_hours(issue_creation_date, support_hours) and is_during_working_hours(first_responded_on, support_hours):
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return get_elapsed_time(issue_creation_date, first_responded_on)
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# issue creation is during working hours, but first response was after working hours
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elif is_during_working_hours(issue_creation_date, support_hours):
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return get_elapsed_time(issue_creation_time, end_time)
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# issue creation was before working hours but first response is during working hours
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elif is_during_working_hours(first_responded_on, support_hours):
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return get_elapsed_time(start_time, first_responded_on_in_seconds)
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# both issue creation and first response were after working hours
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else:
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return 1.0 # this should ideally be zero, but it gets reset when the next response is sent if the value is zero
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else:
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return 1.0
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else:
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# response on the next day
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if date_diff(first_responded_on, issue_creation_date) == 1:
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first_response_time = 0
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else:
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first_response_time = calculate_initial_frt(issue_creation_date, date_diff(first_responded_on, issue_creation_date)- 1, support_hours)
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# time taken on day of issue creation
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if is_work_day(issue_creation_date, support_hours):
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start_time, end_time = get_working_hours(issue_creation_date, support_hours)
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if is_during_working_hours(issue_creation_date, support_hours):
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first_response_time += get_elapsed_time(issue_creation_time, end_time)
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elif is_before_working_hours(issue_creation_date, support_hours):
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first_response_time += get_elapsed_time(start_time, end_time)
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# time taken on day of first response
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if is_work_day(first_responded_on, support_hours):
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start_time, end_time = get_working_hours(first_responded_on, support_hours)
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if is_during_working_hours(first_responded_on, support_hours):
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first_response_time += get_elapsed_time(start_time, first_responded_on_in_seconds)
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elif not is_before_working_hours(first_responded_on, support_hours):
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first_response_time += get_elapsed_time(start_time, end_time)
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if first_response_time:
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return first_response_time
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else:
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return 1.0
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def get_time_in_seconds(date):
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return timedelta(hours=date.hour, minutes=date.minute, seconds=date.second)
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def get_working_hours(date, support_hours):
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if is_work_day(date, support_hours):
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weekday = frappe.utils.get_weekday(date)
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for day in support_hours:
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if day.workday == weekday:
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return day.start_time, day.end_time
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def is_work_day(date, support_hours):
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weekday = frappe.utils.get_weekday(date)
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for day in support_hours:
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if day.workday == weekday:
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return True
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return False
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def is_during_working_hours(date, support_hours):
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start_time, end_time = get_working_hours(date, support_hours)
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time = get_time_in_seconds(date)
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if time >= start_time and time <= end_time:
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return True
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return False
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def get_elapsed_time(start_time, end_time):
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return round(time_diff_in_seconds(end_time, start_time), 2)
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def calculate_initial_frt(issue_creation_date, days_in_between, support_hours):
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initial_frt = 0
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for i in range(days_in_between):
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date = issue_creation_date + timedelta(days = (i+1))
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if is_work_day(date, support_hours):
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start_time, end_time = get_working_hours(date, support_hours)
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initial_frt += get_elapsed_time(start_time, end_time)
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return initial_frt
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def is_before_working_hours(date, support_hours):
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start_time, end_time = get_working_hours(date, support_hours)
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time = get_time_in_seconds(date)
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if time < start_time:
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return True
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return False
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def get_holidays(holiday_list_name):
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holiday_list = frappe.get_cached_doc("Holiday List", holiday_list_name)
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holidays = [holiday.holiday_date for holiday in holiday_list.holidays]
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return holidays
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return holidays
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@ -5,16 +5,18 @@ from __future__ import unicode_literals
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import frappe
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import unittest
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from erpnext.support.doctype.service_level_agreement.test_service_level_agreement import create_service_level_agreements_for_issues
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from frappe.utils import now_datetime, get_datetime, flt
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from frappe.core.doctype.user_permission.test_user_permission import create_user
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from frappe.utils import get_datetime, flt
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import datetime
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from datetime import timedelta
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class TestIssue(unittest.TestCase):
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class TestSetUp(unittest.TestCase):
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def setUp(self):
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frappe.db.sql("delete from `tabService Level Agreement`")
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frappe.db.set_value("Support Settings", None, "track_service_level_agreement", 1)
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create_service_level_agreements_for_issues()
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class TestIssue(TestSetUp):
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def test_response_time_and_resolution_time_based_on_different_sla(self):
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creation = datetime.datetime(2019, 3, 4, 12, 0)
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@ -133,6 +135,223 @@ class TestIssue(unittest.TestCase):
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issue.reload()
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self.assertEqual(flt(issue.total_hold_time, 2), 2700)
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class TestFirstResponseTime(TestSetUp):
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# working hours used in all cases: Mon-Fri, 10am to 6pm
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# all dates are in the mm-dd-yyyy format
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# issue creation and first response are on the same day
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def test_first_response_time_case1(self):
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"""
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Test frt when issue creation and first response are during working hours on the same day.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 11:00"), get_datetime("06-28-2021 12:00"))
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self.assertEqual(issue.first_response_time, 3600.0)
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def test_first_response_time_case2(self):
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"""
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Test frt when issue creation was during working hours, but first response is sent after working hours on the same day.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 12:00"), get_datetime("06-28-2021 20:00"))
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self.assertEqual(issue.first_response_time, 21600.0)
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def test_first_response_time_case3(self):
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"""
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Test frt when issue creation was before working hours but first response is sent during working hours on the same day.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 6:00"), get_datetime("06-28-2021 12:00"))
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self.assertEqual(issue.first_response_time, 7200.0)
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def test_first_response_time_case4(self):
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"""
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Test frt when both issue creation and first response were after working hours on the same day.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 19:00"), get_datetime("06-28-2021 20:00"))
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self.assertEqual(issue.first_response_time, 1.0)
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def test_first_response_time_case5(self):
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"""
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Test frt when both issue creation and first response are on the same day, but it's not a work day.
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"""
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issue = create_issue_and_communication(get_datetime("06-27-2021 10:00"), get_datetime("06-27-2021 11:00"))
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self.assertEqual(issue.first_response_time, 1.0)
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# issue creation and first response are on consecutive days
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def test_first_response_time_case6(self):
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"""
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Test frt when the issue was created before working hours and the first response is also sent before working hours, but on the next day.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 6:00"), get_datetime("06-29-2021 6:00"))
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self.assertEqual(issue.first_response_time, 28800.0)
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def test_first_response_time_case7(self):
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"""
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Test frt when the issue was created before working hours and the first response is sent during working hours, but on the next day.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 6:00"), get_datetime("06-29-2021 11:00"))
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self.assertEqual(issue.first_response_time, 32400.0)
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def test_first_response_time_case8(self):
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"""
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Test frt when the issue was created before working hours and the first response is sent after working hours, but on the next day.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 6:00"), get_datetime("06-29-2021 20:00"))
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self.assertEqual(issue.first_response_time, 57600.0)
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def test_first_response_time_case9(self):
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"""
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Test frt when the issue was created before working hours and the first response is sent on the next day, which is not a work day.
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"""
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issue = create_issue_and_communication(get_datetime("06-25-2021 6:00"), get_datetime("06-26-2021 11:00"))
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self.assertEqual(issue.first_response_time, 28800.0)
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def test_first_response_time_case10(self):
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"""
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Test frt when the issue was created during working hours and the first response is sent before working hours, but on the next day.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 12:00"), get_datetime("06-29-2021 6:00"))
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self.assertEqual(issue.first_response_time, 21600.0)
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def test_first_response_time_case11(self):
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"""
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Test frt when the issue was created during working hours and the first response is also sent during working hours, but on the next day.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 12:00"), get_datetime("06-29-2021 11:00"))
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self.assertEqual(issue.first_response_time, 25200.0)
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def test_first_response_time_case12(self):
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"""
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Test frt when the issue was created during working hours and the first response is sent after working hours, but on the next day.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 12:00"), get_datetime("06-29-2021 20:00"))
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self.assertEqual(issue.first_response_time, 50400.0)
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def test_first_response_time_case13(self):
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"""
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Test frt when the issue was created during working hours and the first response is sent on the next day, which is not a work day.
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"""
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issue = create_issue_and_communication(get_datetime("06-25-2021 12:00"), get_datetime("06-26-2021 11:00"))
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self.assertEqual(issue.first_response_time, 21600.0)
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def test_first_response_time_case14(self):
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"""
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Test frt when the issue was created after working hours and the first response is sent before working hours, but on the next day.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 20:00"), get_datetime("06-29-2021 6:00"))
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self.assertEqual(issue.first_response_time, 1.0)
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def test_first_response_time_case15(self):
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"""
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Test frt when the issue was created after working hours and the first response is sent during working hours, but on the next day.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 20:00"), get_datetime("06-29-2021 11:00"))
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self.assertEqual(issue.first_response_time, 3600.0)
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def test_first_response_time_case16(self):
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"""
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Test frt when the issue was created after working hours and the first response is also sent after working hours, but on the next day.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 20:00"), get_datetime("06-29-2021 20:00"))
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self.assertEqual(issue.first_response_time, 28800.0)
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def test_first_response_time_case17(self):
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"""
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Test frt when the issue was created after working hours and the first response is sent on the next day, which is not a work day.
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"""
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issue = create_issue_and_communication(get_datetime("06-25-2021 20:00"), get_datetime("06-26-2021 11:00"))
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self.assertEqual(issue.first_response_time, 1.0)
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# issue creation and first response are a few days apart
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def test_first_response_time_case18(self):
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"""
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Test frt when the issue was created before working hours and the first response is also sent before working hours, but after a few days.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 6:00"), get_datetime("07-01-2021 6:00"))
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self.assertEqual(issue.first_response_time, 86400.0)
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def test_first_response_time_case19(self):
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"""
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Test frt when the issue was created before working hours and the first response is sent during working hours, but after a few days.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 6:00"), get_datetime("07-01-2021 11:00"))
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self.assertEqual(issue.first_response_time, 90000.0)
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def test_first_response_time_case20(self):
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"""
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Test frt when the issue was created before working hours and the first response is sent after working hours, but after a few days.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 6:00"), get_datetime("07-01-2021 20:00"))
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self.assertEqual(issue.first_response_time, 115200.0)
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def test_first_response_time_case21(self):
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"""
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Test frt when the issue was created before working hours and the first response is sent after a few days, on a holiday.
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"""
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issue = create_issue_and_communication(get_datetime("06-25-2021 6:00"), get_datetime("06-27-2021 11:00"))
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self.assertEqual(issue.first_response_time, 28800.0)
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def test_first_response_time_case22(self):
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"""
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Test frt when the issue was created during working hours and the first response is sent before working hours, but after a few days.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 12:00"), get_datetime("07-01-2021 6:00"))
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self.assertEqual(issue.first_response_time, 79200.0)
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def test_first_response_time_case23(self):
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"""
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Test frt when the issue was created during working hours and the first response is also sent during working hours, but after a few days.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 12:00"), get_datetime("07-01-2021 11:00"))
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self.assertEqual(issue.first_response_time, 82800.0)
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def test_first_response_time_case24(self):
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"""
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Test frt when the issue was created during working hours and the first response is sent after working hours, but after a few days.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 12:00"), get_datetime("07-01-2021 20:00"))
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self.assertEqual(issue.first_response_time, 108000.0)
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def test_first_response_time_case25(self):
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"""
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Test frt when the issue was created during working hours and the first response is sent after a few days, on a holiday.
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"""
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issue = create_issue_and_communication(get_datetime("06-25-2021 12:00"), get_datetime("06-27-2021 11:00"))
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self.assertEqual(issue.first_response_time, 21600.0)
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def test_first_response_time_case26(self):
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"""
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Test frt when the issue was created after working hours and the first response is sent before working hours, but after a few days.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 20:00"), get_datetime("07-01-2021 6:00"))
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self.assertEqual(issue.first_response_time, 57600.0)
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def test_first_response_time_case27(self):
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"""
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Test frt when the issue was created after working hours and the first response is sent during working hours, but after a few days.
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"""
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issue = create_issue_and_communication(get_datetime("06-28-2021 20:00"), get_datetime("07-01-2021 11:00"))
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self.assertEqual(issue.first_response_time, 61200.0)
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def test_first_response_time_case28(self):
|
||||
"""
|
||||
Test frt when the issue was created after working hours and the first response is also sent after working hours, but after a few days.
|
||||
"""
|
||||
issue = create_issue_and_communication(get_datetime("06-28-2021 20:00"), get_datetime("07-01-2021 20:00"))
|
||||
self.assertEqual(issue.first_response_time, 86400.0)
|
||||
|
||||
def test_first_response_time_case29(self):
|
||||
"""
|
||||
Test frt when the issue was created after working hours and the first response is sent after a few days, on a holiday.
|
||||
"""
|
||||
issue = create_issue_and_communication(get_datetime("06-25-2021 20:00"), get_datetime("06-27-2021 11:00"))
|
||||
self.assertEqual(issue.first_response_time, 1.0)
|
||||
|
||||
def create_issue_and_communication(issue_creation, first_responded_on):
|
||||
issue = make_issue(issue_creation, index=1)
|
||||
sender = create_user("test@admin.com")
|
||||
create_communication(issue.name, sender.email, "Sent", first_responded_on)
|
||||
issue.reload()
|
||||
|
||||
return issue
|
||||
|
||||
def make_issue(creation=None, customer=None, index=0, priority=None, issue_type=None):
|
||||
issue = frappe.get_doc({
|
||||
@ -185,7 +404,7 @@ def create_territory(territory):
|
||||
|
||||
|
||||
def create_communication(reference_name, sender, sent_or_received, creation):
|
||||
issue = frappe.get_doc({
|
||||
communication = frappe.get_doc({
|
||||
"doctype": "Communication",
|
||||
"communication_type": "Communication",
|
||||
"communication_medium": "Email",
|
||||
@ -199,4 +418,4 @@ def create_communication(reference_name, sender, sent_or_received, creation):
|
||||
"creation": creation,
|
||||
"reference_name": reference_name
|
||||
})
|
||||
issue.save()
|
||||
communication.save()
|
||||
@ -339,16 +339,6 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list
|
||||
"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",
|
||||
}
|
||||
]
|
||||
})
|
||||
|
||||
Loading…
x
Reference in New Issue
Block a user