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refactor(SLA): Application of SLA and its fields #28550

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merged 25 commits into from
Dec 13, 2021

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@nextchamp-saqib nextchamp-saqib commented Nov 24, 2021

Problems Fixed:

  • Hourly Job set_service_level_agreement_variance doesn't work since first parameter doctype is not passed
    • fix: Disabled Hourly Job
  • Default Issue Priority is set as "Medium", which creates problems in finding an SLA
  • Entity and Condition fields in SLA Form are confusing
    • fix: Added Dynamic Descriptions
  • If "All Customer Group" is set SLA customer group, then if an Issue Customer which belongs to one of the decedent groups, SLA is not applied
  • Response & Resolution Metrics doesn't consider Hold Time, if status changes from Replied to Closed
  • SLA is always set as Failed in case if an Issue that was closed within SLA, is now opened after a long time.

Refactors:

  • Remove Variance Metrics
  • Split Ongoing Status into First Response Due & Resolution Due to better convey the SLA Status

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codecov bot commented Nov 24, 2021

Codecov Report

Merging #28550 (2f7d8ac) into develop (ef53eb7) will decrease coverage by 0.03%.
The diff coverage is 95.13%.

@@             Coverage Diff             @@
##           develop   #28550      +/-   ##
===========================================
- Coverage    55.27%   55.23%   -0.04%     
===========================================
  Files         1122     1122              
  Lines        66772    66759      -13     
===========================================
- Hits         36906    36875      -31     
- Misses       29866    29884      +18     
Impacted Files Coverage Δ
erpnext/hooks.py 0.00% <ø> (ø)
erpnext/support/doctype/issue/issue.py 65.02% <0.00%> (+0.63%) ⬆️
...next/support/report/issue_summary/issue_summary.py 0.00% <ø> (ø)
...service_level_agreement/service_level_agreement.py 83.29% <95.80%> (+1.39%) ⬆️
erpnext/utilities/product.py 14.70% <0.00%> (-35.30%) ⬇️
erpnext/shopping_cart/product_info.py 30.30% <0.00%> (-21.22%) ⬇️
...e/shopping_cart_settings/shopping_cart_settings.py 65.38% <0.00%> (-1.93%) ⬇️
erpnext/stock/reorder_item.py 75.21% <0.00%> (-1.71%) ⬇️
erpnext/shopping_cart/product_query.py 61.19% <0.00%> (-1.50%) ⬇️
.../report/stock_projected_qty/stock_projected_qty.py 86.84% <0.00%> (-1.32%) ⬇️
... and 16 more

@nextchamp-saqib nextchamp-saqib changed the title fix(SLA): response_by_variance changes even after first response is sent refactor(SLA): Application of SLA and its metrics Nov 26, 2021
@nextchamp-saqib nextchamp-saqib marked this pull request as ready for review November 29, 2021 06:12
@nextchamp-saqib nextchamp-saqib changed the title refactor(SLA): Application of SLA and its metrics refactor(SLA): Application of SLA and its fields Dec 6, 2021
@nextchamp-saqib nextchamp-saqib merged commit 7d0a3e4 into frappe:develop Dec 13, 2021
@harshit-30 harshit-30 mentioned this pull request Dec 13, 2021
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nextchamp-saqib commented Dec 13, 2021

Closed #28752

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