feat(SLA): Apply SLA to any document - #22449
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@hrwX do you remember why you decided to convert timestamps to the user timezone in the backend for this feature? It seems like all other code works with the system timezone in the backend and lets the UI/frontend convert to/from the user timezone. We're currently contemplating to remove this. |
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This PR enables setting Service Level Agreement for any doctype.
Document Type field added to SLA doctype
SLA fields
On creating the SLA, an SLA section will get added to the selected doctype with the following fields (custom fields for standard doctype and docfields for custom doctype).
Hold Time
Hold Time is captured if the Pause SLA On configuration is setup in SLA
sla-hold-time.mp4
SLA Fulfilled On
Allows you to configure statuses for SLA fulfillment
Apply SLA for Resolution Time
For a few instances like applying SLA on leads, there is no resolution SLA required. The only metric that matters is the First Response Time. Hence, the SLA application for resolution time is now optional. If it is disabled, the SLA status is validated as Fulfilled / Failed on the basis of first response time only.
sla-on-response-only.mp4
Hooks
Documentation PR: frappe/erpnext_documentation#340