chore: move first_responded_on from sla to ticket (#1563)

helpdesk/helpdesk/doctype/hd_pause_service_level_agreement_on_status/hd_pause_service_level_agreement_on_status.json

@@ -13,13 +13,13 @@
    "fieldtype": "Select",
    "in_list_view": 1,
    "label": "Status",
+   "options": "Open\nReplied\nResolved\nClosed",
    "reqd": 1
   }
  ],
  "istable": 1,
  "links": [],
- "migration_hash": "ce4e06e89021c8f57de5128bf63dd079",
- "modified": "2021-10-21 14:27:08.994829",
+ "modified": "2023-09-18 12:23:59.039194",
  "modified_by": "Administrator",
  "module": "Helpdesk",
  "name": "HD Pause Service Level Agreement On Status",
@@ -28,5 +28,6 @@
  "quick_entry": 1,
  "sort_field": "modified",
  "sort_order": "DESC",
+ "states": [],
  "track_changes": 1
-}
+}

helpdesk/helpdesk/doctype/hd_service_level_agreement/hd_service_level_agreement.py

@@ -8,7 +8,6 @@
 	get_datetime,
 	get_weekdays,
 	getdate,
-	get_datetime,
 	now_datetime,
 	time_diff_in_seconds,
 	to_timedelta,
@@ -120,8 +119,8 @@ def on_trash(self):
 
 	def apply(self, doc: Document):
 		self.handle_new(doc)
-		self.handle_targets(doc)
 		self.handle_status(doc)
+		self.handle_targets(doc)
 		self.handle_agreement_status(doc)
 
 	def handle_new(self, doc: Document):
@@ -134,19 +133,15 @@ def handle_new(self, doc: Document):
 	def handle_status(self, doc: Document):
 		if doc.is_new() or not doc.has_value_changed("status"):
 			return
-		self.set_first_responded_at(doc)
+		self.set_first_response_time(doc)
 		self.set_resolution_date(doc)
 		self.set_hold_time(doc)
 
-	def set_first_responded_at(self, doc: Document):
-		next_state = doc.get("status")
-		pause_on = [row.status for row in self.pause_sla_on]
-		is_paused = next_state in pause_on
-		if not is_paused:
-			return
-		doc.first_responded_on = doc.first_responded_on or now_datetime()
+	def set_first_response_time(self, doc: Document):
 		start_at = doc.service_level_agreement_creation
 		end_at = doc.first_responded_on
+		if not start_at or not end_at:
+			return
 		doc.first_response_time = self.calc_elapsed_time(start_at, end_at)
 
 	def set_resolution_date(self, doc: Document):
@@ -187,8 +182,21 @@ def set_hold_time(self, doc: Document):
 		doc.total_hold_time = (doc.total_hold_time or 0) + curr_val
 
 	def handle_targets(self, doc: Document):
-		doc.response_by = self.calc_time(doc, "response_time")
-		doc.resolution_by = self.calc_time(doc, "resolution_time")
+		self.set_response_by(doc)
+		self.set_resolution_by(doc)
+
+	def set_response_by(self, doc: Document):
+		start = doc.service_level_agreement_creation
+		doc.response_by = self.calc_time(start, doc.priority, "response_time")
+
+	def set_resolution_by(self, doc: Document):
+		total_hold_time = doc.total_hold_time or 0
+		start = add_to_date(
+			doc.service_level_agreement_creation,
+			seconds=total_hold_time,
+			as_datetime=True,
+		)
+		doc.resolution_by = self.calc_time(start, doc.priority, "resolution_time")
 
 	def reset_resolution_metrics(self, doc: Document):
 		pause_on = [row.status for row in self.pause_sla_on]
@@ -232,10 +240,13 @@ def is_resolution_failed(self, doc: Document):
 		return get_datetime(doc.resolution_by) < get_datetime(doc.resolution_date)
 
 	def calc_time(
-		self, doc: Document, target: Literal["response_time", "resolution_time"]
+		self,
+		start_at: str,
+		priority: str,
+		target: Literal["response_time", "resolution_time"],
 	):
-		res = get_datetime(doc.service_level_agreement_creation or doc.creation)
-		priority = self.get_priorities()[doc.priority]
+		res = get_datetime(start_at)
+		priority = self.get_priorities()[priority]
 		time_needed = priority.get(target, 0)
 		holidays = self.get_holidays()
 		weekdays = get_weekdays()

helpdesk/helpdesk/doctype/hd_service_level_agreement_fulfilled_on_status/hd_service_level_agreement_fulfilled_on_status.json

@@ -13,13 +13,13 @@
    "fieldtype": "Select",
    "in_list_view": 1,
    "label": "Status",
+   "options": "Open\nReplied\nResolved\nClosed",
    "reqd": 1
   }
  ],
  "istable": 1,
  "links": [],
- "migration_hash": "bca91b0e57956157b4326c47cbc90187",
- "modified": "2021-10-21 14:27:09.773165",
+ "modified": "2023-09-18 12:23:34.266895",
  "modified_by": "Administrator",
  "module": "Helpdesk",
  "name": "HD Service Level Agreement Fulfilled On Status",
@@ -28,5 +28,6 @@
  "quick_entry": 1,
  "sort_field": "modified",
  "sort_order": "DESC",
+ "states": [],
  "track_changes": 1
-}
+}

helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.json

@@ -199,7 +199,6 @@
   {
    "fieldname": "on_hold_since",
    "fieldtype": "Datetime",
-   "hidden": 1,
    "label": "On Hold Since",
    "read_only": 1
   },
@@ -369,7 +368,7 @@
  "icon": "fa fa-issue",
  "idx": 61,
  "links": [],
- "modified": "2023-08-23 17:09:32.958800",
+ "modified": "2023-09-18 13:04:58.499150",
  "modified_by": "Administrator",
  "module": "Helpdesk",
  "name": "HD Ticket",

helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.py

@@ -164,6 +164,7 @@ def before_validate(self):
 		self.set_contact()
 		self.set_customer()
 		self.set_priority()
+		self.set_first_responded_on()
 		self.apply_escalation_rule()
 		self.set_sla()
 
@@ -221,6 +222,10 @@ def set_priority(self):
 			or DEFAULT_TICKET_PRIORITY
 		)
 
+	def set_first_responded_on(self):
+		if self.status == "Replied" and not self.first_responded_on:
+			self.first_responded_on = frappe.utils.now_datetime()
+
 	def validate_ticket_type(self):
 		settings = frappe.get_doc("HD Settings")
 		if settings.is_ticket_type_mandatory and not self.ticket_type: