feat(SLA): Apply SLA to any document (frappe#22449)

erpnext/hooks.py

@@ -228,6 +228,7 @@
 
 doc_events = {
  "*": {
+ "validate": "erpnext.support.doctype.service_level_agreement.service_level_agreement.apply",
  "on_submit": "erpnext.healthcare.doctype.patient_history_settings.patient_history_settings.create_medical_record",
  "on_update_after_submit": "erpnext.healthcare.doctype.patient_history_settings.patient_history_settings.update_medical_record",
  "on_cancel": "erpnext.healthcare.doctype.patient_history_settings.patient_history_settings.delete_medical_record"
@@ -242,6 +243,9 @@
  "on_update": ["erpnext.hr.doctype.employee.employee.update_user_permissions",
  "erpnext.portal.utils.set_default_role"]
  },
+ "Communication": {
+ "on_update": "erpnext.support.doctype.service_level_agreement.service_level_agreement.update_hold_time"
+ },
  ("Sales Taxes and Charges Template", 'Price List'): {
  "on_update": "erpnext.shopping_cart.doctype.shopping_cart_settings.shopping_cart_settings.validate_cart_settings"
  },
@@ -332,8 +336,8 @@
  "erpnext.projects.doctype.project.project.hourly_reminder",
  "erpnext.projects.doctype.project.project.collect_project_status",
  "erpnext.hr.doctype.shift_type.shift_type.process_auto_attendance_for_all_shifts",
- "erpnext.support.doctype.issue.issue.set_service_level_agreement_variance",
- "erpnext.erpnext_integrations.connectors.shopify_connection.sync_old_orders"
+ "erpnext.erpnext_integrations.connectors.shopify_connection.sync_old_orders",
+ "erpnext.support.doctype.service_level_agreement.service_level_agreement.set_service_level_agreement_variance"
  ],
  "hourly_long": [
  "erpnext.stock.doctype.repost_item_valuation.repost_item_valuation.repost_entries"

erpnext/patches.txt

@@ -285,4 +285,5 @@ erpnext.patches.v13_0.germany_make_custom_fields
 erpnext.patches.v13_0.germany_fill_debtor_creditor_number
 erpnext.patches.v13_0.set_pos_closing_as_failed
 erpnext.patches.v13_0.update_timesheet_changes
+erpnext.patches.v13_0.add_doctype_to_sla
 erpnext.patches.v13_0.set_training_event_attendance

erpnext/patches/v13_0/add_doctype_to_sla.py

@@ -0,0 +1,20 @@
+# Copyright (c) 2020, Frappe and Contributors
+# License: GNU General Public License v3. See license.txt
+
+from __future__ import unicode_literals
+
+import frappe
+from frappe.model.utils.rename_field import rename_field
+
+def execute():
+ frappe.reload_doc('support', 'doctype', 'service_level_agreement')
+ if frappe.db.has_column('Service Level Agreement', 'enable'):
+ rename_field('Service Level Agreement', 'enable', 'enabled')
+
+ for sla in frappe.get_all('Service Level Agreement'):
+ agreement = frappe.get_doc('Service Level Agreement', sla.name)
+ agreement.document_type = 'Issue'
+ agreement.apply_sla_for_resolution = 1
+ agreement.append('sla_fulfilled_on', {'status': 'Resolved'})
+ agreement.append('sla_fulfilled_on', {'status': 'Closed'})
+ agreement.save()

erpnext/public/js/utils.js

@@ -749,6 +749,151 @@ $(document).on('app_ready', function() {
  }
 });
 
+// Show SLA dashboard
+$(document).on('app_ready', function() {
+ frappe.call({
+ method: 'erpnext.support.doctype.service_level_agreement.service_level_agreement.get_sla_doctypes',
+ callback: function(r) {
+ if (!r.message)
+ return;
+
+ $.each(r.message, function(_i, d) {
+ frappe.ui.form.on(d, {
+ onload: function(frm) {
+ if (!frm.doc.service_level_agreement)
+ return;
+
+ frappe.call({
+ method: 'erpnext.support.doctype.service_level_agreement.service_level_agreement.get_service_level_agreement_filters',
+ args: {
+ doctype: frm.doc.doctype,
+ name: frm.doc.service_level_agreement,
+ customer: frm.doc.customer
+ },
+ callback: function (r) {
+ if (r && r.message) {
+ frm.set_query('priority', function() {
+ return {
+ filters: {
+ 'name': ['in', r.message.priority],
+ }
+ };
+ });
+ frm.set_query('service_level_agreement', function() {
+ return {
+ filters: {
+ 'name': ['in', r.message.service_level_agreements],
+ }
+ };
+ });
+ }
+ }
+ });
+ },
+
+ refresh: function(frm) {
+ if (frm.doc.status !== 'Closed' && frm.doc.service_level_agreement
+ && frm.doc.agreement_status === 'Ongoing') {
+ frappe.call({
+ 'method': 'frappe.client.get',
+ args: {
+ doctype: 'Service Level Agreement',
+ name: frm.doc.service_level_agreement
+ },
+ callback: function(data) {
+ let statuses = data.message.pause_sla_on;
+ const hold_statuses = [];
+ $.each(statuses, (_i, entry) => {
+ hold_statuses.push(entry.status);
+ });
+ if (hold_statuses.includes(frm.doc.status)) {
+ frm.dashboard.clear_headline();
+ let message = {'indicator': 'orange', 'msg': __('SLA is on hold since {0}', [moment(frm.doc.on_hold_since).fromNow(true)])};
+ frm.dashboard.set_headline_alert(
+ '<div class="row">' +
+ '<div class="col-xs-12">' +
+ '<span class="indicator whitespace-nowrap '+ message.indicator +'"><span>'+ message.msg +'</span></span> ' +
+ '</div>' +
+ '</div>'
+ );
+ } else {
+ set_time_to_resolve_and_response(frm, data.message.apply_sla_for_resolution);
+ }
+ }
+ });
+ } else if (frm.doc.service_level_agreement) {
+ frm.dashboard.clear_headline();
+
+ let agreement_status = (frm.doc.agreement_status == 'Fulfilled') ?
+ {'indicator': 'green', 'msg': 'Service Level Agreement has been fulfilled'} :
+ {'indicator': 'red', 'msg': 'Service Level Agreement Failed'};
+
+ frm.dashboard.set_headline_alert(
+ '<div class="row">' +
+ '<div class="col-xs-12">' +
+ '<span class="indicator whitespace-nowrap '+ agreement_status.indicator +'"><span class="hidden-xs">'+ agreement_status.msg +'</span></span> ' +
+ '</div>' +
+ '</div>'
+ );
+ }
+ },
+ });
+ });
+ }
+ });
+});
+
+function set_time_to_resolve_and_response(frm, apply_sla_for_resolution) {
+ frm.dashboard.clear_headline();
+
+ let time_to_respond = get_status(frm.doc.response_by_variance);
+ if (!frm.doc.first_responded_on && frm.doc.agreement_status === 'Ongoing') {
+ time_to_respond = get_time_left(frm.doc.response_by, frm.doc.agreement_status);
+ }
+
+ let alert = `
+ <div class="row">
+ <div class="col-xs-12 col-sm-6">
+ <span class="indicator whitespace-nowrap ${time_to_respond.indicator}">
+ <span>Time to Respond: ${time_to_respond.diff_display}</span>
+ </span>
+ </div>`;
+
+
+ if (apply_sla_for_resolution) {
+ let time_to_resolve = get_status(frm.doc.resolution_by_variance);
+ if (!frm.doc.resolution_date && frm.doc.agreement_status === 'Ongoing') {
+ time_to_resolve = get_time_left(frm.doc.resolution_by, frm.doc.agreement_status);
+ }
+
+ alert += `
+ <div class="col-xs-12 col-sm-6">
+ <span class="indicator whitespace-nowrap ${time_to_resolve.indicator}">
+ <span>Time to Resolve: ${time_to_resolve.diff_display}</span>
+ </span>
+ </div>`;
+ }
+
+ alert += '</div>';
+
+ frm.dashboard.set_headline_alert(alert);
+}
+
+function get_time_left(timestamp, agreement_status) {
+ const diff = moment(timestamp).diff(moment());
+ const diff_display = diff >= 44500 ? moment.duration(diff).humanize() : 'Failed';
+ let indicator = (diff_display == 'Failed' && agreement_status != 'Fulfilled') ? 'red' : 'green';
+ return {'diff_display': diff_display, 'indicator': indicator};
+}
+
+function get_status(variance) {
+ if (variance > 0) {
+ return {'diff_display': 'Fulfilled', 'indicator': 'green'};
+ } else {
+ return {'diff_display': 'Failed', 'indicator': 'red'};
+ }
+}
+
 function attach_selector_button(inner_text, append_loction, context, grid_row) {
  let $btn_div = $("<div>").css({"margin-bottom": "10px", "margin-top": "10px"})
  .appendTo(append_loction);

erpnext/support/doctype/issue/issue.js

@@ -9,94 +9,15 @@ frappe.ui.form.on("Issue", {
  };
  });
 
- if (frappe.model.can_read("Support Settings")) {
- frappe.db.get_value("Support Settings", {name: "Support Settings"},
- ["allow_resetting_service_level_agreement", "track_service_level_agreement"], (r) => {
- if (r && r.track_service_level_agreement == "0") {
- frm.set_df_property("service_level_section", "hidden", 1);
- }
- if (r && r.allow_resetting_service_level_agreement == "0") {
- frm.set_df_property("reset_service_level_agreement", "hidden", 1);
- }
- });
- }
-
- if (frm.doc.service_level_agreement) {
- frappe.call({
- method: "erpnext.support.doctype.service_level_agreement.service_level_agreement.get_service_level_agreement_filters",
- args: {
- name: frm.doc.service_level_agreement,
- customer: frm.doc.customer
- },
- callback: function (r) {
- if (r && r.message) {
- frm.set_query("priority", function() {
- return {
- filters: {
- "name": ["in", r.message.priority],
- }
- };
- });
- frm.set_query("service_level_agreement", function() {
- return {
- filters: {
- "name": ["in", r.message.service_level_agreements],
- }
- };
- });
- }
+ frappe.db.get_value("Support Settings", {name: "Support Settings"},
+ ["allow_resetting_service_level_agreement", "track_service_level_agreement"], (r) => {
+ if (r && r.track_service_level_agreement == "0") {
+ frm.set_df_property("service_level_section", "hidden", 1);
  }
- });
- }
- },
-
- refresh: function(frm) {
-
- // alert messages
- if (frm.doc.status !== "Closed" && frm.doc.service_level_agreement
- && frm.doc.agreement_status === "Ongoing") {
- frappe.call({
- "method": "frappe.client.get",
- args: {
- doctype: "Service Level Agreement",
- name: frm.doc.service_level_agreement
- },
- callback: function(data) {
- let statuses = data.message.pause_sla_on;
- const hold_statuses = [];
- $.each(statuses, (_i, entry) => {
- hold_statuses.push(entry.status);
- });
- if (hold_statuses.includes(frm.doc.status)) {
- frm.dashboard.clear_headline();
- let message = { "indicator": "orange", "msg": __("SLA is on hold since {0}", [moment(frm.doc.on_hold_since).fromNow(true)]) };
- frm.dashboard.set_headline_alert(
- '<div class="row">' +
- '<div class="col-xs-12">' +
- '<span class="indicator whitespace-nowrap ' + message.indicator + '"><span>' + message.msg + '</span></span> ' +
- '</div>' +
- '</div>'
- );
- } else {
- set_time_to_resolve_and_response(frm);
- }
+ if (r && r.allow_resetting_service_level_agreement == "0") {
+ frm.set_df_property("reset_service_level_agreement", "hidden", 1);
  }
  });
- } else if (frm.doc.service_level_agreement) {
- frm.dashboard.clear_headline();
-
- let agreement_status = (frm.doc.agreement_status == "Fulfilled") ?
- { "indicator": "green", "msg": "Service Level Agreement has been fulfilled" } :
- { "indicator": "red", "msg": "Service Level Agreement Failed" };
-
- frm.dashboard.set_headline_alert(
- '<div class="row">' +
- '<div class="col-xs-12">' +
- '<span class="indicator whitespace-nowrap ' + agreement_status.indicator + '"><span class="hidden-xs">' + agreement_status.msg + '</span></span> ' +
- '</div>' +
- '</div>'
- );
- }
 
  // buttons
  if (frm.doc.status !== "Closed") {
@@ -142,7 +63,7 @@ frappe.ui.form.on("Issue", {
  message: __("Resetting Service Level Agreement.")
  });
 
- frm.call("reset_service_level_agreement", {
+ frappe.call("erpnext.support.doctype.service_level_agreement.service_level_agreement.reset_service_level_agreement", {
  reason: values.reason,
  user: frappe.session.user_email
  }, () => {
@@ -224,44 +145,4 @@ frappe.ui.form.on("Issue", {
  // frm.timeline.wrapper.data("help-article-event-attached", true);
  // }
  },
-});
-
-function set_time_to_resolve_and_response(frm) {
- frm.dashboard.clear_headline();
-
- var time_to_respond = get_status(frm.doc.response_by_variance);
- if (!frm.doc.first_responded_on && frm.doc.agreement_status === "Ongoing") {
- time_to_respond = get_time_left(frm.doc.response_by, frm.doc.agreement_status);
- }
-
- var time_to_resolve = get_status(frm.doc.resolution_by_variance);
- if (!frm.doc.resolution_date && frm.doc.agreement_status === "Ongoing") {
- time_to_resolve = get_time_left(frm.doc.resolution_by, frm.doc.agreement_status);
- }
-
- frm.dashboard.set_headline_alert(
- '<div class="row">' +
- '<div class="col-xs-12 col-sm-6">' +
- '<span class="indicator whitespace-nowrap '+ time_to_respond.indicator +'"><span>Time to Respond: '+ time_to_respond.diff_display +'</span></span> ' +
- '</div>' +
- '<div class="col-xs-12 col-sm-6">' +
- '<span class="indicator whitespace-nowrap '+ time_to_resolve.indicator +'"><span>Time to Resolve: '+ time_to_resolve.diff_display +'</span></span> ' +
- '</div>' +
- '</div>'
- );
-}
-
-function get_time_left(timestamp, agreement_status) {
- const diff = moment(timestamp).diff(moment());
- const diff_display = diff >= 44500 ? moment.duration(diff).humanize() : "Failed";
- let indicator = (diff_display == "Failed" && agreement_status != "Fulfilled") ? "red" : "green";
- return {"diff_display": diff_display, "indicator": indicator};
-}
-
-function get_status(variance) {
- if (variance > 0) {
- return {"diff_display": "Fulfilled", "indicator": "green"};
- } else {
- return {"diff_display": "Failed", "indicator": "red"};
- }
-}
+});