From d385a958235cca7cb74e3794e22111e4fe3451a8 Mon Sep 17 00:00:00 2001
From: Himanshu Warekar <himanshuwarekar@yahoo.com>
Date: Thu, 25 Jun 2020 00:09:22 +0530
Subject: [PATCH 01/49] fix: SLA for multiple doctypes

---
 erpnext/hooks.py                              |   3 +
 erpnext/support/doctype/issue/issue.js        |   1 +
 erpnext/support/doctype/issue/issue.py        | 298 +-------------
 .../service_level_agreement.json              |  15 +-
 .../service_level_agreement.py                | 386 ++++++++++++++++--
 5 files changed, 373 insertions(+), 330 deletions(-)

diff --git a/erpnext/hooks.py b/erpnext/hooks.py
index 2a695896ed05..11f0808879ea 100644
--- a/erpnext/hooks.py
+++ b/erpnext/hooks.py
@@ -217,6 +217,9 @@
 }
 
 doc_events = {
+	"*": {
+		"validate": "erpnext.support.doctype.service_level_agreement.service_level_agreement.apply"
+	},
 	"Stock Entry": {
 		"on_submit": "erpnext.stock.doctype.material_request.material_request.update_completed_and_requested_qty",
 		"on_cancel": "erpnext.stock.doctype.material_request.material_request.update_completed_and_requested_qty"
diff --git a/erpnext/support/doctype/issue/issue.js b/erpnext/support/doctype/issue/issue.js
index e7e5bd312bc0..d6270cde0cbd 100644
--- a/erpnext/support/doctype/issue/issue.js
+++ b/erpnext/support/doctype/issue/issue.js
@@ -12,6 +12,7 @@ frappe.ui.form.on("Issue", {
 			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
 				},
diff --git a/erpnext/support/doctype/issue/issue.py b/erpnext/support/doctype/issue/issue.py
index 883e603fd31a..3ff1f5c66c3a 100644
--- a/erpnext/support/doctype/issue/issue.py
+++ b/erpnext/support/doctype/issue/issue.py
@@ -11,7 +11,6 @@
 from datetime import datetime, timedelta
 from frappe.model.mapper import get_mapped_doc
 from frappe.utils.user import is_website_user
-from erpnext.support.doctype.service_level_agreement.service_level_agreement import get_active_service_level_agreement_for
 from frappe.email.inbox import link_communication_to_document
 
 class Issue(Document):
@@ -25,8 +24,6 @@ def validate(self):
 		if not self.raised_by:
 			self.raised_by = frappe.session.user
 
-		self.change_service_level_agreement_and_priority()
-		self.update_status()
 		self.set_lead_contact(self.raised_by)
 
 	def on_update(self):
@@ -54,94 +51,6 @@ def set_lead_contact(self, email_id):
 				self.company = frappe.db.get_value("Lead", self.lead, "company") or \
 					frappe.db.get_default("Company")
 
-	def update_status(self):
-		status = frappe.db.get_value("Issue", self.name, "status")
-		if self.status != "Open" and status == "Open" and not self.first_responded_on:
-			self.first_responded_on = frappe.flags.current_time or now_datetime()
-
-		if self.status in ["Closed", "Resolved"] and status not in ["Resolved", "Closed"]:
-			self.resolution_date = frappe.flags.current_time or now_datetime()
-			if frappe.db.get_value("Issue", self.name, "agreement_fulfilled") == "Ongoing":
-				set_service_level_agreement_variance(issue=self.name)
-				self.update_agreement_status()
-			set_resolution_time(issue=self)
-			set_user_resolution_time(issue=self)
-
-		if self.status == "Open" and status != "Open":
-			# if no date, it should be set as None and not a blank string "", as per mysql strict config
-			self.resolution_date = None
-			self.reset_issue_metrics()
-			# enable SLA and variance on Reopen
-			self.agreement_fulfilled = "Ongoing"
-			set_service_level_agreement_variance(issue=self.name)
-
-		self.handle_hold_time(status)
-
-	def handle_hold_time(self, status):
-		if self.service_level_agreement:
-			# set response and resolution variance as None as the issue is on Hold for status as Replied
-			pause_sla_on = frappe.db.get_all("Pause SLA On Status", fields=["status"],
-				filters={"parent": self.service_level_agreement})
-			hold_statuses = [entry.status for entry in pause_sla_on]
-			update_values = {}
-
-			if self.status in hold_statuses and status not in hold_statuses:
-				update_values['on_hold_since'] = frappe.flags.current_time or now_datetime()
-				if not self.first_responded_on:
-					update_values['response_by'] = None
-					update_values['response_by_variance'] = 0
-				update_values['resolution_by'] = None
-				update_values['resolution_by_variance'] = 0
-
-			# calculate hold time when status is changed from Replied to any other status
-			if self.status not in hold_statuses and status in hold_statuses:
-				hold_time = self.total_hold_time if self.total_hold_time else 0
-				now_time = frappe.flags.current_time or now_datetime()
-				update_values['total_hold_time'] = hold_time + time_diff_in_seconds(now_time, self.on_hold_since)
-
-			# re-calculate SLA variables after issue changes from Replied to Open
-			# add hold time to SLA variables
-			if self.status == "Open" and status in hold_statuses:
-				start_date_time = get_datetime(self.service_level_agreement_creation)
-				priority = get_priority(self)
-				now_time = frappe.flags.current_time or now_datetime()
-				hold_time = time_diff_in_seconds(now_time, self.on_hold_since)
-
-				if not self.first_responded_on:
-					response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
-					update_values['response_by'] = add_to_date(response_by, seconds=round(hold_time))
-					response_by_variance = round(time_diff_in_hours(self.response_by, now_time))
-					update_values['response_by_variance'] = response_by_variance + (hold_time // 3600)
-
-				resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
-				update_values['resolution_by'] = add_to_date(resolution_by, seconds=round(hold_time))
-				resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_time))
-				update_values['resolution_by_variance'] = resolution_by_variance + (hold_time // 3600)
-				update_values['on_hold_since'] = None
-
-			self.db_set(update_values)
-
-	def update_agreement_status(self):
-		if self.service_level_agreement and self.agreement_fulfilled == "Ongoing":
-			if frappe.db.get_value("Issue", self.name, "response_by_variance") < 0 or \
-				frappe.db.get_value("Issue", self.name, "resolution_by_variance") < 0:
-
-				self.agreement_fulfilled = "Failed"
-			else:
-				self.agreement_fulfilled = "Fulfilled"
-
-	def update_agreement_fulfilled_on_custom_status(self):
-		"""
-			Update Agreement Fulfilled status using Custom Scripts for Custom Issue Status
-		"""
-		if not self.first_responded_on: # first_responded_on set when first reply is sent to customer
-			self.response_by_variance = round(time_diff_in_hours(self.response_by, now_datetime()), 2)
-
-		if not self.resolution_date: # resolution_date set when issue has been closed
-			self.resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_datetime()), 2)
-
-		self.agreement_fulfilled = "Fulfilled" if self.response_by_variance > 0 and self.resolution_by_variance > 0 else "Failed"
-
 	def create_communication(self):
 		communication = frappe.new_doc("Communication")
 		communication.update({
@@ -207,189 +116,6 @@ def split_issue(self, subject, communication_id):
 
 		return replicated_issue.name
 
-	def before_insert(self):
-		if frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
-			self.set_response_and_resolution_time()
-
-	def set_response_and_resolution_time(self, priority=None, service_level_agreement=None):
-		service_level_agreement = get_active_service_level_agreement_for(priority=priority,
-			customer=self.customer, service_level_agreement=service_level_agreement)
-
-		if not service_level_agreement:
-			if frappe.db.get_value("Issue", self.name, "service_level_agreement"):
-				frappe.throw(_("Couldn't Set Service Level Agreement {0}.").format(self.service_level_agreement))
-			return
-
-		if (service_level_agreement.customer and self.customer) and not (service_level_agreement.customer == self.customer):
-			frappe.throw(_("This Service Level Agreement is specific to Customer {0}").format(service_level_agreement.customer))
-
-		self.service_level_agreement = service_level_agreement.name
-		self.priority = service_level_agreement.default_priority if not priority else priority
-
-		priority = get_priority(self)
-
-		if not self.creation:
-			self.creation = now_datetime()
-			self.service_level_agreement_creation = now_datetime()
-
-		start_date_time = get_datetime(self.service_level_agreement_creation)
-		self.response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
-		self.resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
-
-		self.response_by_variance = round(time_diff_in_hours(self.response_by, now_datetime()))
-		self.resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_datetime()))
-
-	def change_service_level_agreement_and_priority(self):
-		if self.service_level_agreement and frappe.db.exists("Issue", self.name) and \
-			frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
-
-			if not self.priority == frappe.db.get_value("Issue", self.name, "priority"):
-				self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
-				frappe.msgprint(_("Priority has been changed to {0}.").format(self.priority))
-
-			if not self.service_level_agreement == frappe.db.get_value("Issue", self.name, "service_level_agreement"):
-				self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
-				frappe.msgprint(_("Service Level Agreement has been changed to {0}.").format(self.service_level_agreement))
-
-	def reset_service_level_agreement(self, reason, user):
-		if not frappe.db.get_single_value("Support Settings", "allow_resetting_service_level_agreement"):
-			frappe.throw(_("Allow Resetting Service Level Agreement from Support Settings."))
-
-		frappe.get_doc({
-			"doctype": "Comment",
-			"comment_type": "Info",
-			"reference_doctype": self.doctype,
-			"reference_name": self.name,
-			"comment_email": user,
-			"content": " resetted Service Level Agreement - {0}".format(_(reason)),
-		}).insert(ignore_permissions=True)
-
-		self.service_level_agreement_creation = now_datetime()
-		self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
-		self.agreement_fulfilled = "Ongoing"
-		self.save()
-
-	def reset_issue_metrics(self):
-		self.db_set("resolution_time", None)
-		self.db_set("user_resolution_time", None)
-
-
-def get_priority(issue):
-	service_level_agreement = frappe.get_doc("Service Level Agreement", issue.service_level_agreement)
-	priority = service_level_agreement.get_service_level_agreement_priority(issue.priority)
-	priority.update({
-		"support_and_resolution": service_level_agreement.support_and_resolution,
-		"holiday_list": service_level_agreement.holiday_list
-	})
-	return priority
-
-
-def get_expected_time_for(parameter, service_level, start_date_time):
-	current_date_time = start_date_time
-	expected_time = current_date_time
-	start_time = None
-	end_time = None
-
-	if parameter == "response":
-		allotted_seconds = service_level.get("response_time")
-	elif parameter == "resolution":
-		allotted_seconds = service_level.get("resolution_time")
-	else:
-		frappe.throw(_("{0} parameter is invalid").format(parameter))
-
-	expected_time_is_set = 0
-
-	support_days = {}
-	for service in service_level.get("support_and_resolution"):
-		support_days[service.workday] = frappe._dict({
-			"start_time": service.start_time,
-			"end_time": service.end_time,
-		})
-
-	holidays = get_holidays(service_level.get("holiday_list"))
-	weekdays = get_weekdays()
-
-	while not expected_time_is_set:
-		current_weekday = weekdays[current_date_time.weekday()]
-
-		if not is_holiday(current_date_time, holidays) and current_weekday in support_days:
-			start_time = current_date_time - datetime(current_date_time.year, current_date_time.month, current_date_time.day) \
-				if getdate(current_date_time) == getdate(start_date_time) and get_time_in_timedelta(current_date_time.time()) > support_days[current_weekday].start_time \
-				else support_days[current_weekday].start_time
-			end_time = support_days[current_weekday].end_time
-			time_left_today = time_diff_in_seconds(end_time, start_time)
-
-			# no time left for support today
-			if time_left_today <= 0: pass
-			elif allotted_seconds:
-				if time_left_today >= allotted_seconds:
-					expected_time = datetime.combine(getdate(current_date_time), get_time(start_time))
-					expected_time = add_to_date(expected_time, seconds=allotted_seconds)
-					expected_time_is_set = 1
-				else:
-					allotted_seconds = allotted_seconds - time_left_today
-
-		if not expected_time_is_set:
-			current_date_time = add_to_date(current_date_time, days=1)
-
-	if end_time and allotted_seconds >= 86400:
-		current_date_time = datetime.combine(getdate(current_date_time), get_time(end_time))
-	else:
-		current_date_time = expected_time
-
-	return current_date_time
-
-def set_service_level_agreement_variance(issue=None):
-	current_time = frappe.flags.current_time or now_datetime()
-
-	filters = {"status": "Open", "agreement_fulfilled": "Ongoing"}
-	if issue:
-		filters = {"name": issue}
-
-	for issue in frappe.get_list("Issue", filters=filters):
-		doc = frappe.get_doc("Issue", issue.name)
-
-		if not doc.first_responded_on: # first_responded_on set when first reply is sent to customer
-			variance = round(time_diff_in_hours(doc.response_by, current_time), 2)
-			frappe.db.set_value(dt="Issue", dn=doc.name, field="response_by_variance", val=variance, update_modified=False)
-			if variance < 0:
-				frappe.db.set_value(dt="Issue", dn=doc.name, field="agreement_fulfilled", val="Failed", update_modified=False)
-
-		if not doc.resolution_date: # resolution_date set when issue has been closed
-			variance = round(time_diff_in_hours(doc.resolution_by, current_time), 2)
-			frappe.db.set_value(dt="Issue", dn=doc.name, field="resolution_by_variance", val=variance, update_modified=False)
-			if variance < 0:
-				frappe.db.set_value(dt="Issue", dn=doc.name, field="agreement_fulfilled", val="Failed", update_modified=False)
-
-
-def set_resolution_time(issue):
-	# total time taken from issue creation to closing
-	resolution_time = time_diff_in_seconds(issue.resolution_date, issue.creation)
-	issue.db_set("resolution_time", resolution_time)
-
-
-def set_user_resolution_time(issue):
-	# total time taken by a user to close the issue apart from wait_time
-	communications = frappe.get_list("Communication", filters={
-			"reference_doctype": issue.doctype,
-			"reference_name": issue.name
-		},
-		fields=["sent_or_received", "name", "creation"],
-		order_by="creation"
-	)
-
-	pending_time = []
-	for i in range(len(communications)):
-		if communications[i].sent_or_received == "Received" and communications[i-1].sent_or_received == "Sent":
-			wait_time = time_diff_in_seconds(communications[i].creation, communications[i-1].creation)
-			if wait_time > 0:
-				pending_time.append(wait_time)
-
-	total_pending_time = sum(pending_time)
-	resolution_time_in_secs = time_diff_in_seconds(issue.resolution_date, issue.creation)
-	user_resolution_time = resolution_time_in_secs - total_pending_time
-	issue.db_set("user_resolution_time", user_resolution_time)
-
 
 def get_list_context(context=None):
 	return {
@@ -429,15 +155,12 @@ def get_issue_list(doctype, txt, filters, limit_start, limit_page_length=20, ord
 
 @frappe.whitelist()
 def set_multiple_status(names, status):
-	names = json.loads(names)
-	for name in names:
-		set_status(name, status)
+	for name in json.loads(names):
+		frappe.db.set_value("Issue", name, "status", status)
 
 @frappe.whitelist()
 def set_status(name, status):
-	st = frappe.get_doc("Issue", name)
-	st.status = status
-	st.save()
+	frappe.db.set_value("Issue", name, "status", status)
 
 def auto_close_tickets():
 	"""Auto-close replied support tickets after 7 days"""
@@ -463,14 +186,6 @@ def update_issue(contact, method):
 	"""Called when Contact is deleted"""
 	frappe.db.sql("""UPDATE `tabIssue` set contact='' where contact=%s""", contact.name)
 
-def get_holidays(holiday_list_name):
-	holiday_list = frappe.get_cached_doc("Holiday List", holiday_list_name)
-	holidays = [holiday.holiday_date for holiday in holiday_list.holidays]
-	return holidays
-
-def is_holiday(date, holidays):
-	return getdate(date) in holidays
-
 @frappe.whitelist()
 def make_task(source_name, target_doc=None):
 	return get_mapped_doc("Issue", source_name, {
@@ -495,10 +210,3 @@ def make_issue_from_communication(communication, ignore_communication_links=Fals
 	link_communication_to_document(doc, "Issue", issue.name, ignore_communication_links)
 
 	return issue.name
-
-def get_time_in_timedelta(time):
-	"""
-		Converts datetime.time(10, 36, 55, 961454) to datetime.timedelta(seconds=38215)
-	"""
-	import datetime
-	return datetime.timedelta(hours=time.hour, minutes=time.minute, seconds=time.second)
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
index 939c19998288..e047aa908ccc 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
@@ -8,11 +8,12 @@
  "field_order": [
   "enable",
   "section_break_2",
-  "service_level",
-  "default_priority",
+  "document_type",
   "default_service_level_agreement",
-  "column_break_2",
   "employee_group",
+  "default_priority",
+  "column_break_2",
+  "service_level",
   "holiday_list",
   "entity_section",
   "entity_type",
@@ -171,10 +172,16 @@
    "fieldtype": "Table",
    "label": "Pause SLA On",
    "options": "Pause SLA On Status"
+  },
+  {
+   "fieldname": "document_type",
+   "fieldtype": "Link",
+   "label": "Document Type",
+   "options": "DocType"
   }
  ],
  "links": [],
- "modified": "2020-06-10 12:30:15.050785",
+ "modified": "2020-06-23 17:25:17.766570",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Level Agreement",
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index c69231570649..754c0e0c933a 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -6,7 +6,8 @@
 import frappe
 from frappe.model.document import Document
 from frappe import _
-from frappe.utils import getdate, get_weekdays
+from frappe.utils import time_diff_in_hours, now_datetime, getdate, get_weekdays, add_to_date, today, get_time, get_datetime, time_diff_in_seconds, time_diff
+from datetime import datetime, timedelta
 
 class ServiceLevelAgreement(Document):
 
@@ -76,20 +77,19 @@ def validate_doc(self):
 		if not frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
 			frappe.throw(_("Service Level Agreement tracking is not enabled."))
 
-		if self.default_service_level_agreement:
-			if frappe.db.exists("Service Level Agreement", {"default_service_level_agreement": "1", "name": ["!=", self.name]}):
-				frappe.throw(_("A Default Service Level Agreement already exists."))
-		else:
-			if self.start_date and self.end_date:
-				if getdate(self.start_date) >= getdate(self.end_date):
-					frappe.throw(_("Start Date of Agreement can't be greater than or equal to End Date."))
+		if self.default_service_level_agreement and frappe.db.exists("Service Level Agreement", \
+			{"document_type": self.document_type, "default_service_level_agreement": "1", "name": ["!=", self.name]}):
+
+			frappe.throw(_("Default Service Level Agreement for {0} already exists.").format(self.document_type))
+
+		if self.start_date and self.end_date:
+			self.validate_from_to_dates(self.start_date, self.end_date)
 
-				if getdate(self.end_date) < getdate(frappe.utils.getdate()):
-					frappe.throw(_("End Date of Agreement can't be less than today."))
+		if self.entity_type and self.entity and frappe.db.exists("Service Level Agreement", {"entity_type": self.entity_type, \
+			"entity": self.entity, "name": ["!=", self.name]}):
 
-		if self.entity_type and self.entity:
-			if frappe.db.exists("Service Level Agreement", {"entity_type": self.entity_type, "entity": self.entity, "name": ["!=", self.name]}):
-				frappe.throw(_("Service Level Agreement with Entity Type {0} and Entity {1} already exists.").format(self.entity_type, self.entity))
+			frappe.throw(_("Service Level Agreement for {0} {1} already exists.").format(frappe.bold(self.entity_type), \
+				frappe.bold(self.entity)))
 
 	def get_service_level_agreement_priority(self, priority):
 		priority = frappe.get_doc("Service Level Priority", {"priority": priority, "parent": self.name})
@@ -111,21 +111,26 @@ def check_agreement_status():
 		if doc.end_date and getdate(doc.end_date) < getdate(frappe.utils.getdate()):
 			frappe.db.set_value("Service Level Agreement", service_level_agreement.name, "active", 0)
 
-def get_active_service_level_agreement_for(priority, customer=None, service_level_agreement=None):
+def get_active_service_level_agreement_for(doctype, priority, customer=None, service_level_agreement=None):
 	if not frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
 		return
 
 	filters = [
+		["Service Level Agreement", "document_type", "=", doctype],
 		["Service Level Agreement", "active", "=", 1],
 		["Service Level Agreement", "enable", "=", 1]
 	]
 
+	or_filters = []
+
 	if priority:
 		filters.append(["Service Level Priority", "priority", "=", priority])
 
-	or_filters = [
-		["Service Level Agreement", "entity", "in", [customer, get_customer_group(customer), get_customer_territory(customer)]]
-	]
+	if customer:
+		or_filters.append(
+			["Service Level Agreement", "entity", "in", [customer, get_customer_group(customer), get_customer_territory(customer)]]
+		)
+
 	if service_level_agreement:
 		or_filters = [
 			["Service Level Agreement", "name", "=", service_level_agreement],
@@ -139,33 +144,31 @@ def get_active_service_level_agreement_for(priority, customer=None, service_leve
 	return agreement[0] if agreement else None
 
 def get_customer_group(customer):
-	if customer:
-		return frappe.db.get_value("Customer", customer, "customer_group")
+	return frappe.db.get_value("Customer", customer, "customer_group") if customer else None
 
 def get_customer_territory(customer):
-	if customer:
-		return frappe.db.get_value("Customer", customer, "territory")
+	return frappe.db.get_value("Customer", customer, "territory") if customer else None
 
 @frappe.whitelist()
-def get_service_level_agreement_filters(name, customer=None):
+def get_service_level_agreement_filters(doctype, name, customer=None):
 	if not frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
 		return
 
 	filters = [
+		["Service Level Agreement", "document_type", "=", doctype],
 		["Service Level Agreement", "active", "=", 1],
 		["Service Level Agreement", "enable", "=", 1]
 	]
 
-	if not customer:
-		or_filters = [
-			["Service Level Agreement", "default_service_level_agreement", "=", 1]
-		]
-	else:
+	or_filters = [
+		["Service Level Agreement", "default_service_level_agreement", "=", 1]
+	]
+
+	if customer:
 		# Include SLA with No Entity and Entity Type
-		or_filters = [
-			["Service Level Agreement", "entity", "in", [customer, get_customer_group(customer), get_customer_territory(customer), ""]],
-			["Service Level Agreement", "default_service_level_agreement", "=", 1]
-		]
+		or_filters.append(
+			["Service Level Agreement", "entity", "in", [customer, get_customer_group(customer), get_customer_territory(customer), ""]]
+		)
 
 	return {
 		"priority": [priority.priority for priority in frappe.get_list("Service Level Priority", filters={"parent": name}, fields=["priority"])],
@@ -182,3 +185,324 @@ def get_repeated(values):
 			if value not in diff:
 				diff.append(str(value))
 	return " ".join(diff)
+
+def apply(doc, method=None):
+	if frappe.flags.in_patch or frappe.flags.in_install or frappe.flags.in_setup_wizard:
+		return
+
+	service_level_agreement = get_active_service_level_agreement_for(doctype=doc.get("doctype"), priority=doc.get("priority"),
+		customer=doc.get("customer"), service_level_agreement=doc.get("service_level_agreement"))
+
+	if not service_level_agreement:
+		return
+
+	meta = frappe.get_meta(doc.doctype)
+	from_db = frappe._dict({}) if doc.is_new() else frappe.get_doc(doc.doctype, doc.name)
+
+	if meta.has_field("customer") and service_level_agreement.customer and doc.get("customer") and \
+		not service_level_agreement.customer == doc.get("customer"):
+
+		frappe.throw(_("Service Level Agreement {0} is specific to Customer {1}").format(service_level_agreement.name,
+			service_level_agreement.customer))
+
+	doc.service_level_agreement = service_level_agreement.name
+	doc.priority = doc.priority or service_level_agreement.default_priority
+	priority = get_priority(doc)
+
+	if not doc.creation:
+		doc.creation = now_datetime()
+
+		if meta.has_field("service_level_agreement_creation"):
+			doc.service_level_agreement_creation = now_datetime()
+
+	start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
+
+	set_response_by_and_variance(doc, meta, start_date_time, priority)
+	set_resolution_by_and_variance(doc, meta, start_date_time, priority)
+
+	if meta.has_field("status") and meta.has_field("first_responded_on") and doc.status != "Open" and \
+		from_db.status == "Open" and not doc.first_responded_on:
+
+		doc.first_responded_on = frappe.flags.current_time or now_datetime()
+
+	if meta.has_field("status") and doc.status in ["Closed", "Resolved"] and from_db.status not in ["Closed", "Resolved"]:
+		if meta.has_field("resolution_date"):
+			doc.resolution_date = frappe.flags.current_time or now_datetime()
+
+		if meta.has_field("agreement_fulfilled") and from_db.agreement_fulfilled == "Ongoing":
+			set_service_level_agreement_variance(doc.doctype, doc.name)
+			update_agreement_status(doc, meta)
+
+		set_resolution_time(doc, meta)
+		set_user_resolution_time(doc, meta)
+
+	if meta.has_field("status") and doc.status == "Open" and not from_db.status == "Open":
+		# if no date, it should be set as None and not a blank string "", as per mysql strict config
+		# enable SLA and variance on Reopen
+		reset_metrics(doc, meta)
+		set_service_level_agreement_variance(doc.doctype, doc.name)
+
+	# handle_hold_time(doc, meta, status)
+
+def get_expected_time_for(parameter, service_level, start_date_time):
+	current_date_time = start_date_time
+	expected_time = current_date_time
+	start_time = None
+	end_time = None
+
+	if parameter == "response":
+		allotted_seconds = service_level.get("response_time")
+	elif parameter == "resolution":
+		allotted_seconds = service_level.get("resolution_time")
+	else:
+		frappe.throw(_("{0} parameter is invalid").format(parameter))
+
+	expected_time_is_set = 0
+
+	support_days = {}
+	for service in service_level.get("support_and_resolution"):
+		support_days[service.workday] = frappe._dict({
+			"start_time": service.start_time,
+			"end_time": service.end_time,
+		})
+
+	holidays = get_holidays(service_level.get("holiday_list"))
+	weekdays = get_weekdays()
+
+	while not expected_time_is_set:
+		current_weekday = weekdays[current_date_time.weekday()]
+
+		if not is_holiday(current_date_time, holidays) and current_weekday in support_days:
+			start_time = current_date_time - datetime(current_date_time.year, current_date_time.month, current_date_time.day) \
+				if getdate(current_date_time) == getdate(start_date_time) and get_time_in_timedelta(current_date_time.time()) > support_days[current_weekday].start_time \
+				else support_days[current_weekday].start_time
+			end_time = support_days[current_weekday].end_time
+			time_left_today = time_diff_in_seconds(end_time, start_time)
+
+			# no time left for support today
+			if time_left_today <= 0: pass
+			elif allotted_seconds:
+				if time_left_today >= allotted_seconds:
+					expected_time = datetime.combine(getdate(current_date_time), get_time(start_time))
+					expected_time = add_to_date(expected_time, seconds=allotted_seconds)
+					expected_time_is_set = 1
+				else:
+					allotted_seconds = allotted_seconds - time_left_today
+
+		if not expected_time_is_set:
+			current_date_time = add_to_date(current_date_time, days=1)
+
+	if end_time and allotted_seconds >= 86400:
+		current_date_time = datetime.combine(getdate(current_date_time), get_time(end_time))
+	else:
+		current_date_time = expected_time
+
+	return current_date_time
+
+def set_service_level_agreement_variance(doctype, doc=None):
+	current_time = frappe.flags.current_time or now_datetime()
+
+	filters = {"status": "Open", "agreement_fulfilled": "Ongoing"}
+
+	if doc:
+		filters = {"name": doc}
+
+	for doc in frappe.get_list(doctype, filters=filters):
+		doc = frappe.get_doc(doctype, doc.name)
+
+		if not doc.first_responded_on: # first_responded_on set when first reply is sent to customer
+			variance = round(time_diff_in_hours(doc.response_by, current_time), 2)
+			frappe.db.set_value(doc.doctype, doc.name, "response_by_variance", variance, update_modified=False)
+
+			if variance < 0:
+				frappe.db.set_value(doc.doctype, doc.name, "agreement_fulfilled", "Failed", update_modified=False)
+
+		if not doc.resolution_date: # resolution_date set when issue has been closed
+			variance = round(time_diff_in_hours(doc.resolution_by, current_time), 2)
+			frappe.db.set_value(doc.doctype, doc.name, "resolution_by_variance", variance, update_modified=False)
+
+			if variance < 0:
+				frappe.db.set_value(doc.doctype, doc.name, "agreement_fulfilled", "Failed", update_modified=False)
+
+def set_user_resolution_time(doc, meta):
+	# total time taken by a user to close the issue apart from wait_time
+	if not meta.has_field("user_resolution_time"):
+		return
+
+	communications = frappe.get_list("Communication", filters={
+			"reference_doctype": doc.doctype,
+			"reference_name": doc.name
+		}, fields=["sent_or_received", "name", "creation"], order_by="creation")
+
+	pending_time = []
+	for i in range(len(communications)):
+		if communications[i].sent_or_received == "Received" and communications[i-1].sent_or_received == "Sent":
+			wait_time = time_diff_in_seconds(communications[i].creation, communications[i-1].creation)
+			if wait_time > 0:
+				pending_time.append(wait_time)
+
+	total_pending_time = sum(pending_time)
+	resolution_time_in_secs = time_diff_in_seconds(doc.resolution_date, doc.creation)
+	doc.user_resolution_time = resolution_time_in_secs - total_pending_time
+
+def change_service_level_agreement_and_priority(self):
+	if self.service_level_agreement and frappe.db.exists("Issue", self.name) and \
+		frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
+
+		if not self.priority == frappe.db.get_value("Issue", self.name, "priority"):
+			self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
+			frappe.msgprint(_("Priority has been changed to {0}.").format(self.priority))
+
+		if not self.service_level_agreement == frappe.db.get_value("Issue", self.name, "service_level_agreement"):
+			self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
+			frappe.msgprint(_("Service Level Agreement has been changed to {0}.").format(self.service_level_agreement))
+
+def get_priority(doc):
+	service_level_agreement = frappe.get_doc("Service Level Agreement", doc.service_level_agreement)
+	priority = service_level_agreement.get_service_level_agreement_priority(doc.priority)
+	priority.update({
+		"support_and_resolution": service_level_agreement.support_and_resolution,
+		"holiday_list": service_level_agreement.holiday_list
+	})
+	return priority
+
+def reset_service_level_agreement(doc, reason, user):
+	if not frappe.db.get_single_value("Support Settings", "allow_resetting_service_level_agreement"):
+		frappe.throw(_("Allow Resetting Service Level Agreement from Support Settings."))
+
+	frappe.get_doc({
+		"doctype": "Comment",
+		"comment_type": "Info",
+		"reference_doctype": doc.doctype,
+		"reference_name": doc.name,
+		"comment_email": user,
+		"content": " resetted Service Level Agreement - {0}".format(_(reason)),
+	}).insert(ignore_permissions=True)
+
+	doc.service_level_agreement_creation = now_datetime()
+	doc.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
+	doc.agreement_fulfilled = "Ongoing"
+	doc.save()
+
+def reset_metrics(doc, meta):
+
+	if meta.has_field("resolution_date"):
+		doc.resolution_date = None
+
+	if not meta.has_field("resolution_time"):
+		doc.resolution_time = None
+
+	if not meta.has_field("user_resolution_time"):
+		doc.user_resolution_time = None
+
+	if meta.has_field("agreement_fulfilled"):
+		doc.agreement_fulfilled = "Ongoing"
+
+def set_resolution_time(doc, meta):
+	# total time taken from issue creation to closing
+	if not meta.has_field("resolution_time"):
+		return
+
+	doc.resolution_time = time_diff_in_seconds(issue.resolution_date, issue.creation)
+
+def handle_hold_time(doc, meta, status):
+	if meta.has_field("service_level_agreement") and doc.service_level_agreement:
+		# set response and resolution variance as None as the issue is on Hold for status as Replied
+		hold_statuses = [entry.status for entry in frappe.db.get_all("Pause SLA On Status", filters={
+				"parent": doc.service_level_agreement
+			}, fields=["status"])]
+
+		update_values = {}
+
+		if doc.status in hold_statuses and status not in hold_statuses:
+			update_values['on_hold_since'] = frappe.flags.current_time or now_datetime()
+			if not doc.first_responded_on:
+				update_values['response_by'] = None
+				update_values['response_by_variance'] = 0
+			update_values['resolution_by'] = None
+			update_values['resolution_by_variance'] = 0
+
+		# calculate hold time when status is changed from Replied to any other status
+		if doc.status not in hold_statuses and status in hold_statuses:
+			hold_time = doc.total_hold_time if doc.total_hold_time else 0
+			now_time = frappe.flags.current_time or now_datetime()
+			update_values['total_hold_time'] = hold_time + time_diff_in_seconds(now_time, doc.on_hold_since)
+
+			# re-calculate SLA variables after issue changes from Replied to Open
+			# add hold time to SLA variables
+		if doc.status == "Open" and status in hold_statuses:
+			start_date_time = get_datetime(doc.service_level_agreement_creation)
+			priority = get_priority(doc)
+			now_time = frappe.flags.current_time or now_datetime()
+			hold_time = time_diff_in_seconds(now_time, doc.on_hold_since)
+
+			if not doc.first_responded_on:
+				response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
+				update_values['response_by'] = add_to_date(response_by, seconds=round(hold_time))
+				response_by_variance = round(time_diff_in_hours(doc.response_by, now_time))
+				update_values['response_by_variance'] = response_by_variance + (hold_time // 3600)
+
+			resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
+			update_values['resolution_by'] = add_to_date(resolution_by, seconds=round(hold_time))
+			resolution_by_variance = round(time_diff_in_hours(doc.resolution_by, now_time))
+			update_values['resolution_by_variance'] = resolution_by_variance + (hold_time // 3600)
+			update_values['on_hold_since'] = None
+
+		doc.db_set(update_values)
+
+def update_agreement_fulfilled_on_custom_status(doc):
+	"""
+		Update Agreement Fulfilled status using Custom Scripts for Custom Status
+	"""
+	meta = frappe.get_meta(doc.doctype)
+	if meta.has_field("first_responded_on") and not doc.first_responded_on:
+		# first_responded_on set when first reply is sent to customer
+		doc.response_by_variance = round(time_diff_in_hours(doc.response_by, now_datetime()), 2)
+
+	if meta.has_field("resolution_date") and not doc.resolution_date:
+		# resolution_date set when issue has been closed
+		doc.resolution_by_variance = round(time_diff_in_hours(doc.resolution_by, now_datetime()), 2)
+
+	if meta.has_field("agreement_fulfilled"):
+		doc.agreement_fulfilled = "Fulfilled" if doc.response_by_variance > 0 and doc.resolution_by_variance > 0 else "Failed"
+
+def update_agreement_status(doc, meta):
+
+	if meta.had_field("service_level_agreement") and meta.had_field("agreement_fulfilled") and \
+		doc.service_level_agreement and self.agreement_fulfilled == "Ongoing":
+
+		if frappe.db.get_value("Issue", self.name, "response_by_variance") < 0 or \
+			frappe.db.get_value("Issue", self.name, "resolution_by_variance") < 0:
+
+			self.agreement_fulfilled = "Failed"
+		else:
+			self.agreement_fulfilled = "Fulfilled"
+
+def get_holidays(holiday_list_name):
+	holiday_list = frappe.get_cached_doc("Holiday List", holiday_list_name)
+	holidays = [holiday.holiday_date for holiday in holiday_list.holidays]
+	return holidays
+
+def is_holiday(date, holidays):
+	return getdate(date) in holidays
+
+def get_time_in_timedelta(time):
+	"""
+		Converts datetime.time(10, 36, 55, 961454) to datetime.timedelta(seconds=38215)
+	"""
+	import datetime
+	return datetime.timedelta(hours=time.hour, minutes=time.minute, seconds=time.second)
+
+def set_response_by_and_variance(doc, meta, start_date_time, priority):
+	if meta.has_field("response_by"):
+		doc.response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
+
+	if meta.has_field("response_by_variance"):
+		doc.response_by_variance = round(time_diff_in_hours(doc.response_by, now_datetime()))
+
+def set_resolution_by_and_variance(doc, meta, start_date_time, priority):
+	if meta.has_field("resolution_by"):
+		doc.resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
+
+	if meta.has_field("resolution_by_variance"):
+		doc.resolution_by_variance = round(time_diff_in_hours(doc.resolution_by, now_datetime()))
\ No newline at end of file

From 926c112091e6801560c760c5a26e819df21ed89f Mon Sep 17 00:00:00 2001
From: Himanshu Warekar <himanshuwarekar@yahoo.com>
Date: Thu, 25 Jun 2020 15:30:03 +0530
Subject: [PATCH 02/49] fix: set hold time

---
 erpnext/support/doctype/issue/issue.py        |   6 +
 .../service_level_agreement.py                | 127 +++++++++++-------
 2 files changed, 83 insertions(+), 50 deletions(-)

diff --git a/erpnext/support/doctype/issue/issue.py b/erpnext/support/doctype/issue/issue.py
index 3ff1f5c66c3a..df4f10e3ea6c 100644
--- a/erpnext/support/doctype/issue/issue.py
+++ b/erpnext/support/doctype/issue/issue.py
@@ -155,6 +155,7 @@ def get_issue_list(doctype, txt, filters, limit_start, limit_page_length=20, ord
 
 @frappe.whitelist()
 def set_multiple_status(names, status):
+
 	for name in json.loads(names):
 		frappe.db.set_value("Issue", name, "status", status)
 
@@ -210,3 +211,8 @@ def make_issue_from_communication(communication, ignore_communication_links=Fals
 	link_communication_to_document(doc, "Issue", issue.name, ignore_communication_links)
 
 	return issue.name
+
+def get_holidays(holiday_list_name):
+	holiday_list = frappe.get_cached_doc("Holiday List", holiday_list_name)
+	holidays = [holiday.holiday_date for holiday in holiday_list.holidays]
+	return holidays
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 754c0e0c933a..836d0d107724 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -8,6 +8,7 @@
 from frappe import _
 from frappe.utils import time_diff_in_hours, now_datetime, getdate, get_weekdays, add_to_date, today, get_time, get_datetime, time_diff_in_seconds, time_diff
 from datetime import datetime, timedelta
+from erpnext.support.doctype.issue.issue import get_holidays
 
 class ServiceLevelAgreement(Document):
 
@@ -175,6 +176,7 @@ def get_service_level_agreement_filters(doctype, name, customer=None):
 		"service_level_agreements": [d.name for d in frappe.get_list("Service Level Agreement", filters=filters, or_filters=or_filters)]
 	}
 
+
 def get_repeated(values):
 	unique_list = []
 	diff = []
@@ -186,7 +188,11 @@ def get_repeated(values):
 				diff.append(str(value))
 	return " ".join(diff)
 
+
 def apply(doc, method=None):
+	"""
+		Applies SLA to document on validate
+	"""
 	if frappe.flags.in_patch or frappe.flags.in_install or frappe.flags.in_setup_wizard:
 		return
 
@@ -220,6 +226,10 @@ def apply(doc, method=None):
 	set_response_by_and_variance(doc, meta, start_date_time, priority)
 	set_resolution_by_and_variance(doc, meta, start_date_time, priority)
 
+	update_status(doc, from_db, meta)
+
+
+def update_status(doc, from_db, meta):
 	if meta.has_field("status") and meta.has_field("first_responded_on") and doc.status != "Open" and \
 		from_db.status == "Open" and not doc.first_responded_on:
 
@@ -231,7 +241,7 @@ def apply(doc, method=None):
 
 		if meta.has_field("agreement_fulfilled") and from_db.agreement_fulfilled == "Ongoing":
 			set_service_level_agreement_variance(doc.doctype, doc.name)
-			update_agreement_status(doc, meta)
+			update_agreement_status(doc, from_db, meta)
 
 		set_resolution_time(doc, meta)
 		set_user_resolution_time(doc, meta)
@@ -242,7 +252,7 @@ def apply(doc, method=None):
 		reset_metrics(doc, meta)
 		set_service_level_agreement_variance(doc.doctype, doc.name)
 
-	# handle_hold_time(doc, meta, status)
+	handle_hold_time(doc, meta, from_db.status)
 
 def get_expected_time_for(parameter, service_level, start_date_time):
 	current_date_time = start_date_time
@@ -299,6 +309,7 @@ def get_expected_time_for(parameter, service_level, start_date_time):
 
 	return current_date_time
 
+
 def set_service_level_agreement_variance(doctype, doc=None):
 	current_time = frappe.flags.current_time or now_datetime()
 
@@ -324,6 +335,7 @@ def set_service_level_agreement_variance(doctype, doc=None):
 			if variance < 0:
 				frappe.db.set_value(doc.doctype, doc.name, "agreement_fulfilled", "Failed", update_modified=False)
 
+
 def set_user_resolution_time(doc, meta):
 	# total time taken by a user to close the issue apart from wait_time
 	if not meta.has_field("user_resolution_time"):
@@ -345,6 +357,7 @@ def set_user_resolution_time(doc, meta):
 	resolution_time_in_secs = time_diff_in_seconds(doc.resolution_date, doc.creation)
 	doc.user_resolution_time = resolution_time_in_secs - total_pending_time
 
+
 def change_service_level_agreement_and_priority(self):
 	if self.service_level_agreement and frappe.db.exists("Issue", self.name) and \
 		frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
@@ -357,6 +370,7 @@ def change_service_level_agreement_and_priority(self):
 			self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
 			frappe.msgprint(_("Service Level Agreement has been changed to {0}.").format(self.service_level_agreement))
 
+
 def get_priority(doc):
 	service_level_agreement = frappe.get_doc("Service Level Agreement", doc.service_level_agreement)
 	priority = service_level_agreement.get_service_level_agreement_priority(doc.priority)
@@ -366,6 +380,7 @@ def get_priority(doc):
 	})
 	return priority
 
+
 def reset_service_level_agreement(doc, reason, user):
 	if not frappe.db.get_single_value("Support Settings", "allow_resetting_service_level_agreement"):
 		frappe.throw(_("Allow Resetting Service Level Agreement from Support Settings."))
@@ -384,8 +399,8 @@ def reset_service_level_agreement(doc, reason, user):
 	doc.agreement_fulfilled = "Ongoing"
 	doc.save()
 
-def reset_metrics(doc, meta):
 
+def reset_metrics(doc, meta):
 	if meta.has_field("resolution_date"):
 		doc.resolution_date = None
 
@@ -398,12 +413,14 @@ def reset_metrics(doc, meta):
 	if meta.has_field("agreement_fulfilled"):
 		doc.agreement_fulfilled = "Ongoing"
 
+
 def set_resolution_time(doc, meta):
 	# total time taken from issue creation to closing
 	if not meta.has_field("resolution_time"):
 		return
 
-	doc.resolution_time = time_diff_in_seconds(issue.resolution_date, issue.creation)
+	doc.resolution_time = time_diff_in_seconds(doc.resolution_date, doc.creation)
+
 
 def handle_hold_time(doc, meta, status):
 	if meta.has_field("service_level_agreement") and doc.service_level_agreement:
@@ -414,41 +431,52 @@ def handle_hold_time(doc, meta, status):
 
 		update_values = {}
 
-		if doc.status in hold_statuses and status not in hold_statuses:
-			update_values['on_hold_since'] = frappe.flags.current_time or now_datetime()
-			if not doc.first_responded_on:
-				update_values['response_by'] = None
-				update_values['response_by_variance'] = 0
-			update_values['resolution_by'] = None
-			update_values['resolution_by_variance'] = 0
-
-		# calculate hold time when status is changed from Replied to any other status
-		if doc.status not in hold_statuses and status in hold_statuses:
-			hold_time = doc.total_hold_time if doc.total_hold_time else 0
-			now_time = frappe.flags.current_time or now_datetime()
-			update_values['total_hold_time'] = hold_time + time_diff_in_seconds(now_time, doc.on_hold_since)
-
-			# re-calculate SLA variables after issue changes from Replied to Open
-			# add hold time to SLA variables
-		if doc.status == "Open" and status in hold_statuses:
-			start_date_time = get_datetime(doc.service_level_agreement_creation)
-			priority = get_priority(doc)
-			now_time = frappe.flags.current_time or now_datetime()
-			hold_time = time_diff_in_seconds(now_time, doc.on_hold_since)
-
-			if not doc.first_responded_on:
-				response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
-				update_values['response_by'] = add_to_date(response_by, seconds=round(hold_time))
-				response_by_variance = round(time_diff_in_hours(doc.response_by, now_time))
-				update_values['response_by_variance'] = response_by_variance + (hold_time // 3600)
-
-			resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
-			update_values['resolution_by'] = add_to_date(resolution_by, seconds=round(hold_time))
-			resolution_by_variance = round(time_diff_in_hours(doc.resolution_by, now_time))
-			update_values['resolution_by_variance'] = resolution_by_variance + (hold_time // 3600)
-			update_values['on_hold_since'] = None
-
-		doc.db_set(update_values)
+		if hold_statuses:
+			if meta.has_field("status") and doc.status in hold_statuses and status not in hold_statuses:
+				update_values['on_hold_since'] = frappe.flags.current_time or now_datetime()
+
+				if meta.has_field("first_responded_on") and not doc.first_responded_on:
+					update_values['response_by'] = None
+					update_values['response_by_variance'] = 0
+
+				update_values['resolution_by'] = None
+				update_values['resolution_by_variance'] = 0
+			# calculate hold time when status is changed from any hold status to any non-hold status
+
+			if meta.has_field("status") and doc.status not in hold_statuses and status in hold_statuses:
+				hold_time = doc.total_hold_time if meta.has_field("total_hold_time") and doc.total_hold_time else 0
+				now_time = frappe.flags.current_time or now_datetime()
+				last_hold_time = 0
+
+				if meta.has_field("on_hold_since") and doc.on_hold_since:
+					# last_hold_time will be added to the sla variables
+					last_hold_time = time_diff_in_seconds(now_time, doc.on_hold_since)
+					update_values['total_hold_time'] = hold_time + last_hold_time
+
+				# re-calculate SLA variables after issue changes from any hold status to any non-hold status
+				# add hold time to SLA variables
+				start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
+				priority = get_priority(doc)
+				now_time = frappe.flags.current_time or now_datetime()
+
+				if meta.has_field("first_responded_on") and not doc.first_responded_on:
+					response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
+					response_by = add_to_date(response_by, seconds=round(last_hold_time))
+					response_by_variance = round(time_diff_in_hours(response_by, now_time))
+
+					update_values['response_by'] = response_by
+					update_values['response_by_variance'] = response_by_variance + (last_hold_time // 3600)
+
+				resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
+				resolution_by = add_to_date(resolution_by, seconds=round(last_hold_time))
+				resolution_by_variance = round(time_diff_in_hours(resolution_by, now_time))
+
+				update_values['resolution_by'] = resolution_by
+				update_values['resolution_by_variance'] = resolution_by_variance + (last_hold_time // 3600)
+				update_values['on_hold_since'] = None
+
+			doc.update(update_values)
+
 
 def update_agreement_fulfilled_on_custom_status(doc):
 	"""
@@ -466,26 +494,23 @@ def update_agreement_fulfilled_on_custom_status(doc):
 	if meta.has_field("agreement_fulfilled"):
 		doc.agreement_fulfilled = "Fulfilled" if doc.response_by_variance > 0 and doc.resolution_by_variance > 0 else "Failed"
 
-def update_agreement_status(doc, meta):
 
-	if meta.had_field("service_level_agreement") and meta.had_field("agreement_fulfilled") and \
-		doc.service_level_agreement and self.agreement_fulfilled == "Ongoing":
+def update_agreement_status(doc, from_db, meta):
+	if meta.has_field("service_level_agreement") and meta.has_field("agreement_fulfilled") and \
+		doc.service_level_agreement and doc.agreement_fulfilled == "Ongoing":
 
-		if frappe.db.get_value("Issue", self.name, "response_by_variance") < 0 or \
-			frappe.db.get_value("Issue", self.name, "resolution_by_variance") < 0:
+		if (meta.has_field("response_by_variance") and from_db.response_by_variance < 0) or \
+			(meta.has_field("resolution_by_variance") and from_db.resolution_by_variance < 0):
 
-			self.agreement_fulfilled = "Failed"
+			doc.agreement_fulfilled = "Failed"
 		else:
-			self.agreement_fulfilled = "Fulfilled"
+			doc.agreement_fulfilled = "Fulfilled"
 
-def get_holidays(holiday_list_name):
-	holiday_list = frappe.get_cached_doc("Holiday List", holiday_list_name)
-	holidays = [holiday.holiday_date for holiday in holiday_list.holidays]
-	return holidays
 
 def is_holiday(date, holidays):
 	return getdate(date) in holidays
 
+
 def get_time_in_timedelta(time):
 	"""
 		Converts datetime.time(10, 36, 55, 961454) to datetime.timedelta(seconds=38215)
@@ -493,6 +518,7 @@ def get_time_in_timedelta(time):
 	import datetime
 	return datetime.timedelta(hours=time.hour, minutes=time.minute, seconds=time.second)
 
+
 def set_response_by_and_variance(doc, meta, start_date_time, priority):
 	if meta.has_field("response_by"):
 		doc.response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
@@ -500,6 +526,7 @@ def set_response_by_and_variance(doc, meta, start_date_time, priority):
 	if meta.has_field("response_by_variance"):
 		doc.response_by_variance = round(time_diff_in_hours(doc.response_by, now_datetime()))
 
+
 def set_resolution_by_and_variance(doc, meta, start_date_time, priority):
 	if meta.has_field("resolution_by"):
 		doc.resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)

From 10eab1ed171e1a866c5152325fe99f2da5fad95f Mon Sep 17 00:00:00 2001
From: Himanshu Warekar <himanshuwarekar@yahoo.com>
Date: Thu, 25 Jun 2020 17:05:03 +0530
Subject: [PATCH 03/49] fix: remove unwanted fields

---
 .../service_level_agreement.json              | 51 ++++++++-----------
 .../service_level_agreement.py                | 32 +++++++++---
 .../test_service_level_agreement.py           | 28 +++++-----
 3 files changed, 57 insertions(+), 54 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
index e047aa908ccc..50d68f822023 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
@@ -6,11 +6,10 @@
  "editable_grid": 1,
  "engine": "InnoDB",
  "field_order": [
-  "enable",
+  "enabled",
   "section_break_2",
   "document_type",
   "default_service_level_agreement",
-  "employee_group",
   "default_priority",
   "column_break_2",
   "service_level",
@@ -21,10 +20,10 @@
   "entity",
   "agreement_details_section",
   "start_date",
-  "active",
   "column_break_7",
   "end_date",
   "section_break_18",
+  "pause_sla_on_section",
   "pause_sla_on",
   "response_and_resolution_time_section",
   "priorities",
@@ -37,7 +36,7 @@
    "fieldtype": "Data",
    "in_list_view": 1,
    "in_standard_filter": 1,
-   "label": "Service Level",
+   "label": "Service Level Name",
    "reqd": 1
   },
   {
@@ -52,20 +51,12 @@
    "fieldtype": "Column Break"
   },
   {
-   "fieldname": "employee_group",
-   "fieldtype": "Link",
-   "in_list_view": 1,
-   "in_standard_filter": 1,
-   "label": "Employee Group",
-   "options": "Employee Group"
-  },
-  {
+   "depends_on": "eval: !doc.default_service_level_agreement",
    "fieldname": "agreement_details_section",
    "fieldtype": "Section Break",
    "label": "Agreement Details"
   },
   {
-   "depends_on": "eval: !doc.default_service_level_agreement",
    "fieldname": "start_date",
    "fieldtype": "Date",
    "label": "Start Date"
@@ -82,13 +73,11 @@
    "label": "End Date"
   },
   {
-   "collapsible": 1,
    "fieldname": "response_and_resolution_time_section",
    "fieldtype": "Section Break",
    "label": "Response and Resolution Time"
   },
   {
-   "collapsible": 1,
    "fieldname": "support_and_resolution_section_break",
    "fieldtype": "Section Break",
    "label": "Support Hours"
@@ -107,13 +96,6 @@
    "options": "Service Level Priority",
    "reqd": 1
   },
-  {
-   "default": "1",
-   "fieldname": "active",
-   "fieldtype": "Check",
-   "label": "Active",
-   "read_only": 1
-  },
   {
    "fieldname": "column_break_10",
    "fieldtype": "Column Break"
@@ -139,15 +121,10 @@
    "label": "Entity Type",
    "options": "\nCustomer\nCustomer Group\nTerritory"
   },
-  {
-   "default": "1",
-   "fieldname": "enable",
-   "fieldtype": "Check",
-   "label": "Enable"
-  },
   {
    "fieldname": "section_break_2",
-   "fieldtype": "Section Break"
+   "fieldtype": "Section Break",
+   "hide_border": 1
   },
   {
    "default": "0",
@@ -177,11 +154,23 @@
    "fieldname": "document_type",
    "fieldtype": "Link",
    "label": "Document Type",
-   "options": "DocType"
+   "options": "DocType",
+   "reqd": 1
+  },
+  {
+   "default": "1",
+   "fieldname": "enabled",
+   "fieldtype": "Check",
+   "label": "Enabled"
+  },
+  {
+   "fieldname": "pause_sla_on_section",
+   "fieldtype": "Section Break",
+   "label": "Pause SLA On"
   }
  ],
  "links": [],
- "modified": "2020-06-23 17:25:17.766570",
+ "modified": "2020-06-25 17:02:37.864016",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Level Agreement",
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 836d0d107724..72a5c2f37977 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -101,16 +101,27 @@ def get_service_level_agreement_priority(self, priority):
 			"resolution_time": priority.resolution_time
 		})
 
+	def after_insert(self):
+		self.set_documents_with_active_service_level_agreement()
+
+	def on_trash(self):
+		self.set_documents_with_active_service_level_agreement()
+
+	def set_documents_with_active_service_level_agreement(self):
+		frappe.cache().hset("service_level_agreement", "active", [sla.name for sla in frappe.get_all("Service Level Agreement")])
+
+
 def check_agreement_status():
 	service_level_agreements = frappe.get_list("Service Level Agreement", filters=[
-		{"active": 1},
+		{"enabled": 1},
 		{"default_service_level_agreement": 0}
 	], fields=["name"])
 
 	for service_level_agreement in service_level_agreements:
 		doc = frappe.get_doc("Service Level Agreement", service_level_agreement.name)
 		if doc.end_date and getdate(doc.end_date) < getdate(frappe.utils.getdate()):
-			frappe.db.set_value("Service Level Agreement", service_level_agreement.name, "active", 0)
+			frappe.db.set_value("Service Level Agreement", service_level_agreement.name, "enabled", 0)
+
 
 def get_active_service_level_agreement_for(doctype, priority, customer=None, service_level_agreement=None):
 	if not frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
@@ -118,8 +129,7 @@ def get_active_service_level_agreement_for(doctype, priority, customer=None, ser
 
 	filters = [
 		["Service Level Agreement", "document_type", "=", doctype],
-		["Service Level Agreement", "active", "=", 1],
-		["Service Level Agreement", "enable", "=", 1]
+		["Service Level Agreement", "enabled", "=", 1]
 	]
 
 	or_filters = []
@@ -144,12 +154,15 @@ def get_active_service_level_agreement_for(doctype, priority, customer=None, ser
 
 	return agreement[0] if agreement else None
 
+
 def get_customer_group(customer):
 	return frappe.db.get_value("Customer", customer, "customer_group") if customer else None
 
+
 def get_customer_territory(customer):
 	return frappe.db.get_value("Customer", customer, "territory") if customer else None
 
+
 @frappe.whitelist()
 def get_service_level_agreement_filters(doctype, name, customer=None):
 	if not frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
@@ -157,8 +170,7 @@ def get_service_level_agreement_filters(doctype, name, customer=None):
 
 	filters = [
 		["Service Level Agreement", "document_type", "=", doctype],
-		["Service Level Agreement", "active", "=", 1],
-		["Service Level Agreement", "enable", "=", 1]
+		["Service Level Agreement", "enabled", "=", 1]
 	]
 
 	or_filters = [
@@ -189,11 +201,17 @@ def get_repeated(values):
 	return " ".join(diff)
 
 
+def get_documents_with_active_service_level_agreement():
+	return frappe.cache().hget("service_level_agreement", "active") or []
+
+
 def apply(doc, method=None):
 	"""
 		Applies SLA to document on validate
 	"""
-	if frappe.flags.in_patch or frappe.flags.in_install or frappe.flags.in_setup_wizard:
+	if frappe.flags.in_patch or frappe.flags.in_install or frappe.flags.in_setup_wizard or \
+		not doc.doctype in get_documents_with_active_service_level_agreement():
+
 		return
 
 	service_level_agreement = get_active_service_level_agreement_for(doctype=doc.get("doctype"), priority=doc.get("priority"),
diff --git a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
index 07ef368cbe3d..dc318ac1b658 100644
--- a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
@@ -16,8 +16,7 @@ def setUp(self):
 	def test_service_level_agreement(self):
 		# Default Service Level Agreement
 		create_default_service_level_agreement = create_service_level_agreement(default_service_level_agreement=1,
-			holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
-			entity_type=None, entity=None, response_time=14400, resolution_time=21600)
+			holiday_list="__Test Holiday List", entity_type=None, entity=None, response_time=14400, resolution_time=21600)
 
 		get_default_service_level_agreement = get_service_level_agreement(default_service_level_agreement=1)
 
@@ -29,8 +28,8 @@ def test_service_level_agreement(self):
 		# Service Level Agreement for Customer
 		customer = create_customer()
 		create_customer_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
-			holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
-			entity_type="Customer", entity=customer, response_time=7200, resolution_time=10800)
+			holiday_list="__Test Holiday List", entity_type="Customer", entity=customer,
+			response_time=7200, resolution_time=10800)
 		get_customer_service_level_agreement = get_service_level_agreement(entity_type="Customer", entity=customer)
 
 		self.assertEqual(create_customer_service_level_agreement.name, get_customer_service_level_agreement.name)
@@ -41,8 +40,8 @@ def test_service_level_agreement(self):
 		# Service Level Agreement for Customer Group
 		customer_group = create_customer_group()
 		create_customer_group_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
-			holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
-			entity_type="Customer Group", entity=customer_group, response_time=7200, resolution_time=10800)
+			holiday_list="__Test Holiday List", entity_type="Customer Group", entity=customer_group,
+			response_time=7200, resolution_time=10800)
 		get_customer_group_service_level_agreement = get_service_level_agreement(entity_type="Customer Group", entity=customer_group)
 
 		self.assertEqual(create_customer_group_service_level_agreement.name, get_customer_group_service_level_agreement.name)
@@ -53,7 +52,7 @@ def test_service_level_agreement(self):
 		# Service Level Agreement for Territory
 		territory = create_territory()
 		create_territory_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
-			holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
+			holiday_list="__Test Holiday List",
 			entity_type="Territory", entity=territory, response_time=7200, resolution_time=10800)
 		get_territory_service_level_agreement = get_service_level_agreement(entity_type="Territory", entity=territory)
 
@@ -62,7 +61,6 @@ def test_service_level_agreement(self):
 		self.assertEqual(create_territory_service_level_agreement.entity, get_territory_service_level_agreement.entity)
 		self.assertEqual(create_territory_service_level_agreement.default_service_level_agreement, get_territory_service_level_agreement.default_service_level_agreement)
 
-
 def get_service_level_agreement(default_service_level_agreement=None, entity_type=None, entity=None):
 	if default_service_level_agreement:
 		filters = {"default_service_level_agreement": default_service_level_agreement}
@@ -72,10 +70,9 @@ def get_service_level_agreement(default_service_level_agreement=None, entity_typ
 	service_level_agreement = frappe.get_doc("Service Level Agreement", filters)
 	return service_level_agreement
 
-def create_service_level_agreement(default_service_level_agreement, holiday_list, employee_group,
-	response_time, entity_type, entity, resolution_time):
+def create_service_level_agreement(default_service_level_agreement, holiday_list, response_time, entity_type,
+	entity, resolution_time):
 
-	employee_group = make_employee_group()
 	make_holiday_list()
 	make_priorities()
 
@@ -86,7 +83,6 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list
 		"default_service_level_agreement": default_service_level_agreement,
 		"default_priority": "Medium",
 		"holiday_list": holiday_list,
-		"employee_group": employee_group,
 		"entity_type": entity_type,
 		"entity": entity,
 		"start_date": frappe.utils.getdate(),
@@ -219,19 +215,19 @@ def create_territory():
 
 def create_service_level_agreements_for_issues():
 	create_service_level_agreement(default_service_level_agreement=1, holiday_list="__Test Holiday List",
-		employee_group="_Test Employee Group", entity_type=None, entity=None, response_time=14400, resolution_time=21600)
+		entity_type=None, entity=None, response_time=14400, resolution_time=21600)
 
 	create_customer()
 	create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
-		employee_group="_Test Employee Group", entity_type="Customer", entity="_Test Customer", response_time=7200, resolution_time=10800)
+		entity_type="Customer", entity="_Test Customer", response_time=7200, resolution_time=10800)
 
 	create_customer_group()
 	create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
-		employee_group="_Test Employee Group", entity_type="Customer Group", entity="_Test SLA Customer Group", response_time=7200, resolution_time=10800)
+		entity_type="Customer Group", entity="_Test SLA Customer Group", response_time=7200, resolution_time=10800)
 
 	create_territory()
 	create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
-		employee_group="_Test Employee Group", entity_type="Territory", entity="_Test SLA Territory", response_time=7200, resolution_time=10800)
+		entity_type="Territory", entity="_Test SLA Territory", response_time=7200, resolution_time=10800)
 
 def make_holiday_list():
 	holiday_list = frappe.db.exists("Holiday List", "__Test Holiday List")

From a0932d75a78960cb51de138d4919527d53b5df46 Mon Sep 17 00:00:00 2001
From: Himanshu Warekar <himanshuwarekar@yahoo.com>
Date: Fri, 26 Jun 2020 13:17:30 +0530
Subject: [PATCH 04/49] fix: add custom fields

---
 .../service_level_agreement.js                | 11 +++
 .../service_level_agreement.json              |  4 +-
 .../service_level_agreement.py                | 83 +++++++++++++++++++
 3 files changed, 96 insertions(+), 2 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
index 5346195a396a..db9163a791eb 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
@@ -12,5 +12,16 @@ frappe.ui.form.on('Service Level Agreement', {
 			allow_statuses = statuses.filter((status) => !exclude_statuses.includes(status));
 			frappe.meta.get_docfield('Pause SLA On Status', 'status', frm.doc.name).options = [''].concat(allow_statuses);
 		});
+	},
+	onload: function(frm) {
+		frm.set_query("document_type", function() {
+			return {
+				filters: [
+					['DocType', 'issingle', '=', 0],
+					['DocType', 'name', 'not in', frappe.model.core_doctypes_list],
+					['DocType', 'module', 'not in', ["Email", "Core", "Custom", "Event Streaming", "Social", "Data Migration", "Geo", "Desk"]]
+				]
+			};
+		});
 	}
 });
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
index 50d68f822023..043baacf47ae 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
@@ -1,6 +1,6 @@
 {
  "actions": [],
- "autoname": "format:SLA-{service_level}-{####}",
+ "autoname": "format:SLA-{document_type}-{service_level}",
  "creation": "2018-12-26 21:08:15.448812",
  "doctype": "DocType",
  "editable_grid": 1,
@@ -170,7 +170,7 @@
   }
  ],
  "links": [],
- "modified": "2020-06-25 17:02:37.864016",
+ "modified": "2020-06-26 11:05:23.188537",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Level Agreement",
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 72a5c2f37977..5fbcd53ea84c 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -103,6 +103,7 @@ def get_service_level_agreement_priority(self, priority):
 
 	def after_insert(self):
 		self.set_documents_with_active_service_level_agreement()
+		self.create_custom_fields()
 
 	def on_trash(self):
 		self.set_documents_with_active_service_level_agreement()
@@ -110,6 +111,88 @@ def on_trash(self):
 	def set_documents_with_active_service_level_agreement(self):
 		frappe.cache().hset("service_level_agreement", "active", [sla.name for sla in frappe.get_all("Service Level Agreement")])
 
+	def create_custom_fields(self):
+		meta = frappe.get_meta(self.document_type)
+
+		service_level_agreement_fields = [
+			{
+				"collapsible": 1,
+				"fieldname": "service_level_section",
+				"fieldtype": "Section Break",
+				"label": "Service Level"
+			},
+			{
+				"fieldname": "service_level_agreement",
+				"fieldtype": "Link",
+				"label": "Service Level Agreement",
+				"options": "Service Level Agreement"
+			},
+			{
+				"fieldname": "response_by",
+				"fieldtype": "Datetime",
+				"label": "Response By",
+				"read_only": 1
+			},
+			{
+				"description": "in hours",
+				"fieldname": "response_by_variance",
+				"fieldtype": "Float",
+				"label": "Response By Variance",
+				"read_only": 1
+			},
+			{
+				"fieldname": "cb",
+				"fieldtype": "Column Break",
+				"read_only": 1
+			},
+			{
+				"default": "Ongoing",
+				"fieldname": "agreement_fulfilled",
+				"fieldtype": "Select",
+				"label": "Service Level Agreement Fulfilled",
+				"options": "Ongoing\nFulfilled\nFailed",
+				"read_only": 1
+			},
+			{
+				"fieldname": "resolution_by",
+				"fieldtype": "Datetime",
+				"label": "Resolution By",
+				"read_only": 1
+			},
+			{
+				"description": "in hours",
+				"fieldname": "resolution_by_variance",
+				"fieldtype": "Float",
+				"label": "Resolution By Variance",
+				"read_only": 1
+			},
+			{
+				"fieldname": "service_level_agreement_creation",
+				"fieldtype": "Datetime",
+				"hidden": 1,
+				"label": "Service Level Agreement Creation",
+				"read_only": 1
+			}
+		]
+
+		for field in service_level_agreement_fields:
+			if not meta.has_field(field.get("fieldname")):
+				frappe.get_doc({
+					"doctype": "Custom Field",
+					"dt": self.document_type,
+					"label": field.get("label"),
+					"fieldname": field.get("fieldname"),
+					"fieldtype": field.get("fieldtype"),
+					"insert_after": "append",
+					"collapsible": field.get("collapsible"),
+					"hidden": field.get("hidden"),
+					"options": field.get("options"),
+					"read_only": field.get("read_only"),
+					"hidden": field.get("hidden"),
+					"description": field.get("description"),
+					"default": field.get("default"),
+				}).insert(ignore_permissions=True)
+
 
 def check_agreement_status():
 	service_level_agreements = frappe.get_list("Service Level Agreement", filters=[

From 36972a4d89dcefe8f5b3e0af2f4de0a8f0bd0329 Mon Sep 17 00:00:00 2001
From: Himanshu Warekar <himanshuwarekar@yahoo.com>
Date: Fri, 26 Jun 2020 14:30:46 +0530
Subject: [PATCH 05/49] fix: remove unused imports

---
 erpnext/support/doctype/issue/issue.py                         | 2 +-
 .../doctype/service_level_agreement/service_level_agreement.py | 2 +-
 .../service_level_agreement/test_service_level_agreement.py    | 3 ++-
 3 files changed, 4 insertions(+), 3 deletions(-)

diff --git a/erpnext/support/doctype/issue/issue.py b/erpnext/support/doctype/issue/issue.py
index df4f10e3ea6c..1fd880a582b9 100644
--- a/erpnext/support/doctype/issue/issue.py
+++ b/erpnext/support/doctype/issue/issue.py
@@ -7,7 +7,7 @@
 from frappe import _
 from frappe import utils
 from frappe.model.document import Document
-from frappe.utils import time_diff_in_hours, now_datetime, getdate, get_weekdays, add_to_date, today, get_time, get_datetime, time_diff_in_seconds, time_diff
+from frappe.utils import now_datetime
 from datetime import datetime, timedelta
 from frappe.model.mapper import get_mapped_doc
 from frappe.utils.user import is_website_user
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 5fbcd53ea84c..7071c6c08d89 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -6,7 +6,7 @@
 import frappe
 from frappe.model.document import Document
 from frappe import _
-from frappe.utils import time_diff_in_hours, now_datetime, getdate, get_weekdays, add_to_date, today, get_time, get_datetime, time_diff_in_seconds, time_diff
+from frappe.utils import time_diff_in_hours, now_datetime, getdate, get_weekdays, add_to_date, get_time, get_datetime, time_diff_in_seconds
 from datetime import datetime, timedelta
 from erpnext.support.doctype.issue.issue import get_holidays
 
diff --git a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
index dc318ac1b658..f630d17528f0 100644
--- a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
@@ -78,7 +78,8 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list
 
 	service_level_agreement = frappe.get_doc({
 		"doctype": "Service Level Agreement",
-		"enable": 1,
+		"enabled": 1,
+		"document_type": "Issue",
 		"service_level": "__Test Service Level",
 		"default_service_level_agreement": default_service_level_agreement,
 		"default_priority": "Medium",

From efd7ab2320fed923d3abd95ccef65964d0ab9ccc Mon Sep 17 00:00:00 2001
From: Himanshu Warekar <himanshuwarekar@yahoo.com>
Date: Fri, 26 Jun 2020 18:06:07 +0530
Subject: [PATCH 06/49] fix: ignore permissions

---
 .../service_level_agreement.py                       | 12 ++++++------
 1 file changed, 6 insertions(+), 6 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 7071c6c08d89..00b49fbe1abd 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -195,7 +195,7 @@ def create_custom_fields(self):
 
 
 def check_agreement_status():
-	service_level_agreements = frappe.get_list("Service Level Agreement", filters=[
+	service_level_agreements = frappe.get_all("Service Level Agreement", filters=[
 		{"enabled": 1},
 		{"default_service_level_agreement": 0}
 	], fields=["name"])
@@ -232,7 +232,7 @@ def get_active_service_level_agreement_for(doctype, priority, customer=None, ser
 
 	or_filters.append(["Service Level Agreement", "default_service_level_agreement", "=", 1])
 
-	agreement = frappe.get_list("Service Level Agreement", filters=filters, or_filters=or_filters,
+	agreement = frappe.get_all("Service Level Agreement", filters=filters, or_filters=or_filters,
 		fields=["name", "default_priority"])
 
 	return agreement[0] if agreement else None
@@ -267,8 +267,8 @@ def get_service_level_agreement_filters(doctype, name, customer=None):
 		)
 
 	return {
-		"priority": [priority.priority for priority in frappe.get_list("Service Level Priority", filters={"parent": name}, fields=["priority"])],
-		"service_level_agreements": [d.name for d in frappe.get_list("Service Level Agreement", filters=filters, or_filters=or_filters)]
+		"priority": [priority.priority for priority in frappe.get_all("Service Level Priority", filters={"parent": name}, fields=["priority"])],
+		"service_level_agreements": [d.name for d in frappe.get_all("Service Level Agreement", filters=filters, or_filters=or_filters)]
 	}
 
 
@@ -419,7 +419,7 @@ def set_service_level_agreement_variance(doctype, doc=None):
 	if doc:
 		filters = {"name": doc}
 
-	for doc in frappe.get_list(doctype, filters=filters):
+	for doc in frappe.get_all(doctype, filters=filters):
 		doc = frappe.get_doc(doctype, doc.name)
 
 		if not doc.first_responded_on: # first_responded_on set when first reply is sent to customer
@@ -442,7 +442,7 @@ def set_user_resolution_time(doc, meta):
 	if not meta.has_field("user_resolution_time"):
 		return
 
-	communications = frappe.get_list("Communication", filters={
+	communications = frappe.get_all("Communication", filters={
 			"reference_doctype": doc.doctype,
 			"reference_name": doc.name
 		}, fields=["sent_or_received", "name", "creation"], order_by="creation")

From 748163cc5d3928e80858eaace999858a66c08bdd Mon Sep 17 00:00:00 2001
From: Himanshu Warekar <himanshuwarekar@yahoo.com>
Date: Tue, 30 Jun 2020 16:59:18 +0530
Subject: [PATCH 07/49] fix: sla not being applied

---
 erpnext/patches/v13_0/add_doctype_to_sla.py   | 12 +++
 .../service_level_agreement.py                | 92 +++++++++++++++----
 2 files changed, 88 insertions(+), 16 deletions(-)
 create mode 100644 erpnext/patches/v13_0/add_doctype_to_sla.py

diff --git a/erpnext/patches/v13_0/add_doctype_to_sla.py b/erpnext/patches/v13_0/add_doctype_to_sla.py
new file mode 100644
index 000000000000..65fb82cb7649
--- /dev/null
+++ b/erpnext/patches/v13_0/add_doctype_to_sla.py
@@ -0,0 +1,12 @@
+# Copyright (c) 2020, Frappe and Contributors
+# License: GNU General Public License v3. See license.txt
+
+from __future__ import unicode_literals
+
+import frappe
+
+def execute():
+	frappe.reload_doc('support', 'doctype', 'service_level_agreement')
+
+	for sla in frappe.get_all("Service Level Agreement"):
+		frappe.db.set_value("Issue", sla.name, "document_type", "Issue")
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 00b49fbe1abd..5227b2a81f7d 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -101,19 +101,7 @@ def get_service_level_agreement_priority(self, priority):
 			"resolution_time": priority.resolution_time
 		})
 
-	def after_insert(self):
-		self.set_documents_with_active_service_level_agreement()
-		self.create_custom_fields()
-
-	def on_trash(self):
-		self.set_documents_with_active_service_level_agreement()
-
-	def set_documents_with_active_service_level_agreement(self):
-		frappe.cache().hset("service_level_agreement", "active", [sla.name for sla in frappe.get_all("Service Level Agreement")])
-
-	def create_custom_fields(self):
-		meta = frappe.get_meta(self.document_type)
-
+	def before_insert(self):
 		service_level_agreement_fields = [
 			{
 				"collapsible": 1,
@@ -172,9 +160,57 @@ def create_custom_fields(self):
 				"hidden": 1,
 				"label": "Service Level Agreement Creation",
 				"read_only": 1
-			}
+			},
+			{
+				"fieldname": "priority",
+				"fieldtype": "Link",
+				"label": "Priority",
+				"options": "Issue Priority"
+			},
 		]
 
+		meta = frappe.get_meta(self.document_type)
+
+		if meta.custom:
+			self.create_docfields(meta, service_level_agreement_fields)
+		else:
+			self.create_custom_fields(meta, service_level_agreement_fields)
+
+	def on_trash(self):
+		set_documents_with_active_service_level_agreement()
+
+	def after_insert(self):
+		set_documents_with_active_service_level_agreement()
+
+	def create_docfields(self, meta, service_level_agreement_fields):
+		last_index = len(meta.fields)
+
+		for field in service_level_agreement_fields:
+			if not meta.has_field(field.get("fieldname")):
+				last_index += 1
+
+				frappe.get_doc({
+					"doctype": "DocField",
+					"idx": last_index,
+					"parenttype": "DocType",
+					"parentfield": "fields",
+					"parent": self.document_type,
+					"label": field.get("label"),
+					"fieldname": field.get("fieldname"),
+					"fieldtype": field.get("fieldtype"),
+					"collapsible": field.get("collapsible"),
+					"hidden": field.get("hidden"),
+					"options": field.get("options"),
+					"read_only": field.get("read_only"),
+					"hidden": field.get("hidden"),
+					"description": field.get("description"),
+					"default": field.get("default"),
+				}).insert(ignore_permissions=True)
+			else:
+				existing_field = meta.get_field(field.get("fieldname"))
+				self.reset_field_properties(existing_field, field)
+
+	def create_custom_fields(self, meta, service_level_agreement_fields):
 		for field in service_level_agreement_fields:
 			if not meta.has_field(field.get("fieldname")):
 				frappe.get_doc({
@@ -192,7 +228,23 @@ def create_custom_fields(self):
 					"description": field.get("description"),
 					"default": field.get("default"),
 				}).insert(ignore_permissions=True)
-
+			else:
+				existing_field = meta.get_field(field.get("fieldname"))
+				self.reset_field_properties(existing_field, field)
+
+	def reset_field_properties(self, field, sla_field):
+		field = frappe.get_doc(field.doctype, field.name)
+		field.label = sla_field.get("label")
+		field.fieldname = sla_field.get("fieldname")
+		field.fieldtype = sla_field.get("fieldtype")
+		field.collapsible = sla_field.get("collapsible")
+		field.hidden = sla_field.get("hidden")
+		field.options = sla_field.get("options")
+		field.read_only = sla_field.get("read_only")
+		field.hidden = sla_field.get("hidden")
+		field.description = sla_field.get("description")
+		field.default = sla_field.get("default")
+		field.save(ignore_permissions=True)
 
 def check_agreement_status():
 	service_level_agreements = frappe.get_all("Service Level Agreement", filters=[
@@ -285,7 +337,15 @@ def get_repeated(values):
 
 
 def get_documents_with_active_service_level_agreement():
-	return frappe.cache().hget("service_level_agreement", "active") or []
+	if not frappe.cache().hget("service_level_agreement", "active"):
+		set_documents_with_active_service_level_agreement()
+
+	return frappe.cache().hget("service_level_agreement", "active")
+
+
+def set_documents_with_active_service_level_agreement():
+	active = [sla.document_type for sla in frappe.get_all("Service Level Agreement", fields=["document_type"])]
+	frappe.cache().hset("service_level_agreement", "active", active)
 
 
 def apply(doc, method=None):

From 1d4407fe99028ec3e7990e950f91594e8d9181c7 Mon Sep 17 00:00:00 2001
From: Himanshu Warekar <himanshuwarekar@yahoo.com>
Date: Fri, 3 Jul 2020 13:07:15 +0530
Subject: [PATCH 08/49] fix: consider user tz for sla

---
 .../service_level_agreement.py                | 45 +++++++++++++------
 1 file changed, 31 insertions(+), 14 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 5227b2a81f7d..4a374d565c06 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -6,7 +6,7 @@
 import frappe
 from frappe.model.document import Document
 from frappe import _
-from frappe.utils import time_diff_in_hours, now_datetime, getdate, get_weekdays, add_to_date, get_time, get_datetime, time_diff_in_seconds
+from frappe.utils import time_diff_in_hours, getdate, get_weekdays, add_to_date, get_time, get_datetime, time_diff_in_seconds, get_time_zone
 from datetime import datetime, timedelta
 from erpnext.support.doctype.issue.issue import get_holidays
 
@@ -377,10 +377,10 @@ def apply(doc, method=None):
 	priority = get_priority(doc)
 
 	if not doc.creation:
-		doc.creation = now_datetime()
+		doc.creation = now_datetime(doc.get("owner"))
 
 		if meta.has_field("service_level_agreement_creation"):
-			doc.service_level_agreement_creation = now_datetime()
+			doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
 
 	start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
 
@@ -394,11 +394,11 @@ def update_status(doc, from_db, meta):
 	if meta.has_field("status") and meta.has_field("first_responded_on") and doc.status != "Open" and \
 		from_db.status == "Open" and not doc.first_responded_on:
 
-		doc.first_responded_on = frappe.flags.current_time or now_datetime()
+		doc.first_responded_on = frappe.flags.current_time or now_datetime(doc.get("owner"))
 
 	if meta.has_field("status") and doc.status in ["Closed", "Resolved"] and from_db.status not in ["Closed", "Resolved"]:
 		if meta.has_field("resolution_date"):
-			doc.resolution_date = frappe.flags.current_time or now_datetime()
+			doc.resolution_date = frappe.flags.current_time or now_datetime(doc.get("owner"))
 
 		if meta.has_field("agreement_fulfilled") and from_db.agreement_fulfilled == "Ongoing":
 			set_service_level_agreement_variance(doc.doctype, doc.name)
@@ -472,7 +472,6 @@ def get_expected_time_for(parameter, service_level, start_date_time):
 
 
 def set_service_level_agreement_variance(doctype, doc=None):
-	current_time = frappe.flags.current_time or now_datetime()
 
 	filters = {"status": "Open", "agreement_fulfilled": "Ongoing"}
 
@@ -481,6 +480,7 @@ def set_service_level_agreement_variance(doctype, doc=None):
 
 	for doc in frappe.get_all(doctype, filters=filters):
 		doc = frappe.get_doc(doctype, doc.name)
+		current_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
 
 		if not doc.first_responded_on: # first_responded_on set when first reply is sent to customer
 			variance = round(time_diff_in_hours(doc.response_by, current_time), 2)
@@ -555,7 +555,7 @@ def reset_service_level_agreement(doc, reason, user):
 		"content": " resetted Service Level Agreement - {0}".format(_(reason)),
 	}).insert(ignore_permissions=True)
 
-	doc.service_level_agreement_creation = now_datetime()
+	doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
 	doc.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
 	doc.agreement_fulfilled = "Ongoing"
 	doc.save()
@@ -594,7 +594,7 @@ def handle_hold_time(doc, meta, status):
 
 		if hold_statuses:
 			if meta.has_field("status") and doc.status in hold_statuses and status not in hold_statuses:
-				update_values['on_hold_since'] = frappe.flags.current_time or now_datetime()
+				update_values['on_hold_since'] = frappe.flags.current_time or now_datetime(doc.get("owner"))
 
 				if meta.has_field("first_responded_on") and not doc.first_responded_on:
 					update_values['response_by'] = None
@@ -606,7 +606,7 @@ def handle_hold_time(doc, meta, status):
 
 			if meta.has_field("status") and doc.status not in hold_statuses and status in hold_statuses:
 				hold_time = doc.total_hold_time if meta.has_field("total_hold_time") and doc.total_hold_time else 0
-				now_time = frappe.flags.current_time or now_datetime()
+				now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
 				last_hold_time = 0
 
 				if meta.has_field("on_hold_since") and doc.on_hold_since:
@@ -618,7 +618,7 @@ def handle_hold_time(doc, meta, status):
 				# add hold time to SLA variables
 				start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
 				priority = get_priority(doc)
-				now_time = frappe.flags.current_time or now_datetime()
+				now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
 
 				if meta.has_field("first_responded_on") and not doc.first_responded_on:
 					response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
@@ -646,11 +646,11 @@ def update_agreement_fulfilled_on_custom_status(doc):
 	meta = frappe.get_meta(doc.doctype)
 	if meta.has_field("first_responded_on") and not doc.first_responded_on:
 		# first_responded_on set when first reply is sent to customer
-		doc.response_by_variance = round(time_diff_in_hours(doc.response_by, now_datetime()), 2)
+		doc.response_by_variance = round(time_diff_in_hours(doc.response_by, now_datetime(doc.get("owner"))), 2)
 
 	if meta.has_field("resolution_date") and not doc.resolution_date:
 		# resolution_date set when issue has been closed
-		doc.resolution_by_variance = round(time_diff_in_hours(doc.resolution_by, now_datetime()), 2)
+		doc.resolution_by_variance = round(time_diff_in_hours(doc.resolution_by, now_datetime(doc.get("owner"))), 2)
 
 	if meta.has_field("agreement_fulfilled"):
 		doc.agreement_fulfilled = "Fulfilled" if doc.response_by_variance > 0 and doc.resolution_by_variance > 0 else "Failed"
@@ -685,7 +685,7 @@ def set_response_by_and_variance(doc, meta, start_date_time, priority):
 		doc.response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
 
 	if meta.has_field("response_by_variance"):
-		doc.response_by_variance = round(time_diff_in_hours(doc.response_by, now_datetime()))
+		doc.response_by_variance = round(time_diff_in_hours(doc.response_by, now_datetime(doc.get("owner"))))
 
 
 def set_resolution_by_and_variance(doc, meta, start_date_time, priority):
@@ -693,4 +693,21 @@ def set_resolution_by_and_variance(doc, meta, start_date_time, priority):
 		doc.resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
 
 	if meta.has_field("resolution_by_variance"):
-		doc.resolution_by_variance = round(time_diff_in_hours(doc.resolution_by, now_datetime()))
\ No newline at end of file
+		doc.resolution_by_variance = round(time_diff_in_hours(doc.resolution_by, now_datetime(doc.get("owner"))))
+
+def now_datetime(user):
+	dt = convert_utc_to_user_timezone(datetime.utcnow(), user)
+	return dt.replace(tzinfo=None)
+
+def convert_utc_to_user_timezone(utc_timestamp, user):
+	from pytz import timezone, UnknownTimeZoneError
+
+	user_tz = get_tz()
+	utcnow = timezone('UTC').localize(utc_timestamp)
+	try:
+		return utcnow.astimezone(timezone(user_tz))
+	except UnknownTimeZoneError:
+		return utcnow
+
+def get_tz(user):
+	return frappe.db.get_value("User", user, "time_zone") or get_time_zone()

From 2d94968dfcb38fe80b6e5acf5234d7c4636b7864 Mon Sep 17 00:00:00 2001
From: Himanshu Warekar <himanshuwarekar@yahoo.com>
Date: Fri, 3 Jul 2020 14:05:08 +0530
Subject: [PATCH 09/49] fix: pass user as arg

---
 .../doctype/service_level_agreement/service_level_agreement.py  | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 4a374d565c06..1eaf9ca6c956 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -702,7 +702,7 @@ def now_datetime(user):
 def convert_utc_to_user_timezone(utc_timestamp, user):
 	from pytz import timezone, UnknownTimeZoneError
 
-	user_tz = get_tz()
+	user_tz = get_tz(user)
 	utcnow = timezone('UTC').localize(utc_timestamp)
 	try:
 		return utcnow.astimezone(timezone(user_tz))

From 08eace6a3be66dfb23b976f1c25f593c91270448 Mon Sep 17 00:00:00 2001
From: Himanshu Warekar <himanshuwarekar@yahoo.com>
Date: Mon, 6 Jul 2020 14:57:00 +0530
Subject: [PATCH 10/49] fix: convert time str to timedelta

---
 .../doctype/service_day/service_day.json      | 13 +++++++---
 .../service_level_agreement.py                | 26 +++----------------
 .../service_level_priority.json               | 15 ++++++-----
 3 files changed, 21 insertions(+), 33 deletions(-)

diff --git a/erpnext/support/doctype/service_day/service_day.json b/erpnext/support/doctype/service_day/service_day.json
index 68614b18072e..966213099beb 100644
--- a/erpnext/support/doctype/service_day/service_day.json
+++ b/erpnext/support/doctype/service_day/service_day.json
@@ -1,4 +1,5 @@
 {
+ "actions": [],
  "creation": "2019-03-04 12:55:36.403035",
  "doctype": "DocType",
  "editable_grid": 1,
@@ -16,7 +17,8 @@
    "fieldtype": "Select",
    "in_list_view": 1,
    "label": "Workday",
-   "options": "Monday\nTuesday\nWednesday\nThursday\nFriday\nSaturday\nSunday"
+   "options": "Monday\nTuesday\nWednesday\nThursday\nFriday\nSaturday\nSunday",
+   "reqd": 1
   },
   {
    "fieldname": "section_break_2",
@@ -26,7 +28,8 @@
    "fieldname": "start_time",
    "fieldtype": "Time",
    "in_list_view": 1,
-   "label": "Start Time"
+   "label": "Start Time",
+   "reqd": 1
   },
   {
    "fieldname": "column_break_3",
@@ -36,11 +39,13 @@
    "fieldname": "end_time",
    "fieldtype": "Time",
    "in_list_view": 1,
-   "label": "End Time"
+   "label": "End Time",
+   "reqd": 1
   }
  ],
  "istable": 1,
- "modified": "2019-05-05 19:15:08.999579",
+ "links": [],
+ "modified": "2020-07-06 13:28:47.303873",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Day",
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 1eaf9ca6c956..9d8af25e4e9a 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -6,7 +6,7 @@
 import frappe
 from frappe.model.document import Document
 from frappe import _
-from frappe.utils import time_diff_in_hours, getdate, get_weekdays, add_to_date, get_time, get_datetime, time_diff_in_seconds, get_time_zone
+from frappe.utils import time_diff_in_hours, getdate, get_weekdays, add_to_date, get_time, get_datetime, time_diff_in_seconds, get_time_zone, to_timedelta
 from datetime import datetime, timedelta
 from erpnext.support.doctype.issue.issue import get_holidays
 
@@ -18,23 +18,12 @@ def validate(self):
 		self.check_support_and_resolution()
 
 	def check_priorities(self):
-		default_priority = []
 		priorities = []
 
 		for priority in self.priorities:
-			# Check if response and resolution time is set for every priority
-			if not (priority.response_time or priority.resolution_time):
-				frappe.throw(_("Set Response Time and Resolution for Priority {0} at index {1}.").format(priority.priority, priority.idx))
-
 			priorities.append(priority.priority)
 
-			if priority.default_priority:
-				default_priority.append(priority.default_priority)
-
-			response = priority.response_time
-			resolution = priority.resolution_time
-
-			if response > resolution:
+			if priority.response_time > priority.resolution_time:
 				frappe.throw(_("Response Time for {0} at index {1} can't be greater than Resolution Time.").format(priority.priority, priority.idx))
 
 		# Check if repeated priority
@@ -42,10 +31,6 @@ def check_priorities(self):
 			repeated_priority = get_repeated(priorities)
 			frappe.throw(_("Priority {0} has been repeated.").format(repeated_priority))
 
-		# Check if repeated default priority
-		if not len(set(default_priority)) == len(default_priority):
-			frappe.throw(_("Select only one Priority as Default."))
-
 		# set default priority from priorities
 		try:
 			self.default_priority = next(d.priority for d in self.priorities if d.default_priority)
@@ -57,15 +42,10 @@ def check_support_and_resolution(self):
 		support_days = []
 
 		for support_and_resolution in self.support_and_resolution:
-			# Check if start and end time is set for every support day
-			if not (support_and_resolution.start_time or support_and_resolution.end_time):
-				frappe.throw(_("Set Start Time and End Time for  \
-					Support Day {0} at index {1}.".format(support_and_resolution.workday, support_and_resolution.idx)))
-
 			support_days.append(support_and_resolution.workday)
 			support_and_resolution.idx = week.index(support_and_resolution.workday) + 1
 
-			if support_and_resolution.start_time >= support_and_resolution.end_time:
+			if to_timedelta(support_and_resolution.start_time) >= to_timedelta(support_and_resolution.end_time):
 				frappe.throw(_("Start Time can't be greater than or equal to End Time \
 					for {0}.".format(support_and_resolution.workday)))
 
diff --git a/erpnext/support/doctype/service_level_priority/service_level_priority.json b/erpnext/support/doctype/service_level_priority/service_level_priority.json
index 65d51694cc3a..c166ebbc7fe9 100644
--- a/erpnext/support/doctype/service_level_priority/service_level_priority.json
+++ b/erpnext/support/doctype/service_level_priority/service_level_priority.json
@@ -15,12 +15,13 @@
  ],
  "fields": [
   {
-   "columns": 2,
+   "columns": 1,
    "fieldname": "priority",
    "fieldtype": "Link",
    "in_list_view": 1,
    "label": "Priority",
-   "options": "Issue Priority"
+   "options": "Issue Priority",
+   "reqd": 1
   },
   {
    "fieldname": "sb_00",
@@ -33,7 +34,8 @@
    "hide_days": 1,
    "hide_seconds": 1,
    "in_list_view": 1,
-   "label": "Resolution Time"
+   "label": "Resolution Time",
+   "reqd": 1
   },
   {
    "fieldname": "cb_00",
@@ -58,12 +60,13 @@
    "hide_days": 1,
    "hide_seconds": 1,
    "in_list_view": 1,
-   "label": "First Response Time"
+   "label": "First Response Time",
+   "reqd": 1
   }
  ],
  "istable": 1,
  "links": [],
- "modified": "2020-06-10 12:45:47.545915",
+ "modified": "2020-07-06 13:29:20.183505",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Level Priority",
@@ -73,4 +76,4 @@
  "sort_field": "modified",
  "sort_order": "DESC",
  "track_changes": 1
-}
+}
\ No newline at end of file

From 086dbd8407e37dd6bb883e65af36adab984c0f15 Mon Sep 17 00:00:00 2001
From: Himanshu Warekar <himanshuwarekar@yahoo.com>
Date: Wed, 8 Jul 2020 15:05:21 +0530
Subject: [PATCH 11/49] fix: add first responded on field

---
 .../service_level_agreement/service_level_agreement.py      | 6 ++++++
 1 file changed, 6 insertions(+)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 9d8af25e4e9a..13c407540378 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -147,6 +147,12 @@ def before_insert(self):
 				"label": "Priority",
 				"options": "Issue Priority"
 			},
+			{
+				"fieldname": "first_responded_on",
+				"fieldtype": "Datetime",
+				"label": "First Responded On",
+				"read_only": 1
+			}
 		]
 
 		meta = frappe.get_meta(self.document_type)

From 2831187ac84617c26f2a4add1086baef244540d9 Mon Sep 17 00:00:00 2001
From: Himanshu Warekar <himanshuwarekar@yahoo.com>
Date: Wed, 8 Jul 2020 15:11:02 +0530
Subject: [PATCH 12/49] fix: get timezone

---
 .../doctype/service_level_agreement/service_level_agreement.py   | 1 +
 1 file changed, 1 insertion(+)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 13c407540378..cb263909b46e 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -695,5 +695,6 @@ def convert_utc_to_user_timezone(utc_timestamp, user):
 	except UnknownTimeZoneError:
 		return utcnow
 
+@frappe.whitelist()
 def get_tz(user):
 	return frappe.db.get_value("User", user, "time_zone") or get_time_zone()

From d4d8ed5cfa6237ad830fc34feab953519e8bf0c2 Mon Sep 17 00:00:00 2001
From: Himanshu Warekar <himanshuwarekar@yahoo.com>
Date: Wed, 8 Jul 2020 19:37:09 +0530
Subject: [PATCH 13/49] fix: helper function to get user time

---
 .../service_level_agreement/service_level_agreement.py    | 8 ++++++--
 1 file changed, 6 insertions(+), 2 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index cb263909b46e..ab01cf5affa6 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -6,7 +6,8 @@
 import frappe
 from frappe.model.document import Document
 from frappe import _
-from frappe.utils import time_diff_in_hours, getdate, get_weekdays, add_to_date, get_time, get_datetime, time_diff_in_seconds, get_time_zone, to_timedelta
+from frappe.utils import time_diff_in_hours, getdate, get_weekdays, add_to_date, get_time, get_datetime, \
+	time_diff_in_seconds, get_time_zone, to_timedelta, get_datetime_str
 from datetime import datetime, timedelta
 from erpnext.support.doctype.issue.issue import get_holidays
 
@@ -695,6 +696,9 @@ def convert_utc_to_user_timezone(utc_timestamp, user):
 	except UnknownTimeZoneError:
 		return utcnow
 
-@frappe.whitelist()
 def get_tz(user):
 	return frappe.db.get_value("User", user, "time_zone") or get_time_zone()
+
+@frappe.whitelist()
+def get_user_time(user, to_string=False):
+	return get_datetime_str(now_datetime(user)) if to_string else now_datetime(user)

From e40b90ed67f7f7a165b4c8bf7f595097b5e51e41 Mon Sep 17 00:00:00 2001
From: Himanshu Warekar <himanshuwarekar@yahoo.com>
Date: Fri, 10 Jul 2020 17:38:49 +0530
Subject: [PATCH 14/49] fix: set service_level_agreement_creation

---
 .../service_level_agreement/service_level_agreement.py        | 4 ++--
 1 file changed, 2 insertions(+), 2 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index ab01cf5affa6..97629cd3b565 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -366,8 +366,8 @@ def apply(doc, method=None):
 	if not doc.creation:
 		doc.creation = now_datetime(doc.get("owner"))
 
-		if meta.has_field("service_level_agreement_creation"):
-			doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
+	if meta.has_field("service_level_agreement_creation"):
+		doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
 
 	start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
 

From 012e6f959d0ad4441a2c589461d78806647e9e5a Mon Sep 17 00:00:00 2001
From: Deepesh Garg <deepeshgarg6@gmail.com>
Date: Tue, 28 Jul 2020 17:48:55 +0530
Subject: [PATCH 15/49] fix: Codacy Issues

---
 .../service_level_agreement/service_level_agreement.py | 10 ++++------
 1 file changed, 4 insertions(+), 6 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 40765527d5ea..b62c323171c6 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -8,7 +8,7 @@
 from frappe import _
 from frappe.utils import time_diff_in_hours, getdate, get_weekdays, add_to_date, get_time, get_datetime, \
 	time_diff_in_seconds, get_time_zone, to_timedelta, get_datetime_str, get_link_to_form
-from datetime import datetime, timedelta
+from datetime import datetime
 from erpnext.support.doctype.issue.issue import get_holidays
 
 class ServiceLevelAgreement(Document):
@@ -197,7 +197,6 @@ def create_docfields(self, meta, service_level_agreement_fields):
 					"fieldname": field.get("fieldname"),
 					"fieldtype": field.get("fieldtype"),
 					"collapsible": field.get("collapsible"),
-					"hidden": field.get("hidden"),
 					"options": field.get("options"),
 					"read_only": field.get("read_only"),
 					"hidden": field.get("hidden"),
@@ -347,9 +346,8 @@ def set_documents_with_active_service_level_agreement():
 
 
 def apply(doc, method=None):
-	"""
-		Applies SLA to document on validate
-	"""
+	"Applies SLA to document on validate"
+
 	if frappe.flags.in_patch or frappe.flags.in_install or frappe.flags.in_setup_wizard or \
 		not doc.doctype in get_documents_with_active_service_level_agreement():
 
@@ -554,7 +552,7 @@ def reset_service_level_agreement(doc, reason, user):
 	}).insert(ignore_permissions=True)
 
 	doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
-	doc.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
+	doc.set_response_and_resolution_time(priority=doc.priority, service_level_agreement=self.service_level_agreement)
 	doc.agreement_fulfilled = "Ongoing"
 	doc.save()
 

From 0afd3d2dc2e5a81d1f1873c9f48806d636552b4a Mon Sep 17 00:00:00 2001
From: Deepesh Garg <deepeshgarg6@gmail.com>
Date: Tue, 28 Jul 2020 20:44:25 +0530
Subject: [PATCH 16/49] fix: Codacy issues and travis

---
 .../service_level_agreement.py                      | 13 ++++---------
 1 file changed, 4 insertions(+), 9 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index b62c323171c6..df7e602fe1be 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -28,9 +28,6 @@ def check_priorities(self):
 
 			priorities.append(priority.priority)
 
-			if priority.default_priority:
-				default_priority.append(priority.default_priority)
-
 			response = priority.response_time
 			resolution = priority.resolution_time
 
@@ -218,7 +215,6 @@ def create_custom_fields(self, meta, service_level_agreement_fields):
 					"fieldtype": field.get("fieldtype"),
 					"insert_after": "append",
 					"collapsible": field.get("collapsible"),
-					"hidden": field.get("hidden"),
 					"options": field.get("options"),
 					"read_only": field.get("read_only"),
 					"hidden": field.get("hidden"),
@@ -346,7 +342,7 @@ def set_documents_with_active_service_level_agreement():
 
 
 def apply(doc, method=None):
-	"Applies SLA to document on validate"
+	# Applies SLA to document on validate
 
 	if frappe.flags.in_patch or frappe.flags.in_install or frappe.flags.in_setup_wizard or \
 		not doc.doctype in get_documents_with_active_service_level_agreement():
@@ -552,7 +548,7 @@ def reset_service_level_agreement(doc, reason, user):
 	}).insert(ignore_permissions=True)
 
 	doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
-	doc.set_response_and_resolution_time(priority=doc.priority, service_level_agreement=self.service_level_agreement)
+	doc.set_response_and_resolution_time(priority=doc.priority, service_level_agreement=doc.service_level_agreement)
 	doc.agreement_fulfilled = "Ongoing"
 	doc.save()
 
@@ -636,9 +632,8 @@ def handle_hold_time(doc, meta, status):
 
 
 def update_agreement_fulfilled_on_custom_status(doc):
-	"""
-		Update Agreement Fulfilled status using Custom Scripts for Custom Status
-	"""
+	# Update Agreement Fulfilled status using Custom Scripts for Custom Status
+
 	meta = frappe.get_meta(doc.doctype)
 	if meta.has_field("first_responded_on") and not doc.first_responded_on:
 		# first_responded_on set when first reply is sent to customer

From ebb7ee7a0f098658d4f39ef43ab005f5b1b49117 Mon Sep 17 00:00:00 2001
From: Deepesh Garg <deepeshgarg6@gmail.com>
Date: Wed, 29 Jul 2020 16:39:00 +0530
Subject: [PATCH 17/49] fix: Add resolved status field in Pause SLA

---
 .../service_level_agreement.js                | 29 ++++++++++++++-----
 1 file changed, 21 insertions(+), 8 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
index db9163a791eb..8cee1cfc33f7 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
@@ -2,17 +2,30 @@
 // For license information, please see license.txt
 
 frappe.ui.form.on('Service Level Agreement', {
-	setup: function(frm) {
+	refresh: function(frm) {
+		frm.trigger('fetch_status_fields');
+	},
+
+	document_type: function(frm) {
+		frm.trigger('fetch_status_fields');
+	},
+
+	fetch_status_fields: function(frm) {
 		let allow_statuses = [];
-		const exclude_statuses = ['Open', 'Closed', 'Resolved'];
+		const exclude_statuses = ['Open', 'Closed'];
 
-		frappe.model.with_doctype('Issue', () => {
-			let statuses = frappe.meta.get_docfield('Issue', 'status', frm.doc.name).options;
-			statuses = statuses.split('\n');
-			allow_statuses = statuses.filter((status) => !exclude_statuses.includes(status));
-			frappe.meta.get_docfield('Pause SLA On Status', 'status', frm.doc.name).options = [''].concat(allow_statuses);
-		});
+		if (frm.doc.document_type) {
+			frappe.model.with_doctype(frm.doc.document_type, () => {
+				let statuses = frappe.meta.get_docfield(frm.doc.document_type, 'status', frm.doc.name).options;
+				statuses = statuses.split('\n');
+				allow_statuses = statuses.filter((status) => !exclude_statuses.includes(status));
+				frappe.meta.get_docfield('Pause SLA On Status', 'status', frm.doc.name).options = [''].concat(allow_statuses);
+			});
+		}
+
+		frm.refresh_field('pause_sla_on');
 	},
+
 	onload: function(frm) {
 		frm.set_query("document_type", function() {
 			return {

From 681e2a296a8f971eee0f6c3d9ecc1f1ad6c6992b Mon Sep 17 00:00:00 2001
From: Deepesh Garg <deepeshgarg6@gmail.com>
Date: Wed, 29 Jul 2020 17:58:09 +0530
Subject: [PATCH 18/49] fix: Put SLA on hold for resolved status

---
 .../doctype/service_level_agreement/service_level_agreement.py  | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index df7e602fe1be..c0a2a7d0f9b6 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -388,7 +388,7 @@ def update_status(doc, from_db, meta):
 
 		doc.first_responded_on = frappe.flags.current_time or now_datetime(doc.get("owner"))
 
-	if meta.has_field("status") and doc.status in ["Closed", "Resolved"] and from_db.status not in ["Closed", "Resolved"]:
+	if meta.has_field("status") and doc.status == "Closed" and from_db.status != "Closed":
 		if meta.has_field("resolution_date"):
 			doc.resolution_date = frappe.flags.current_time or now_datetime(doc.get("owner"))
 

From dbe074c631dabb94985dfdbfe304c512bb61e9d2 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Mon, 5 Oct 2020 11:03:10 +0530
Subject: [PATCH 19/49] fix: codacy issues and patch

---
 erpnext/patches.txt                                           | 1 +
 erpnext/patches/v13_0/add_doctype_to_sla.py                   | 4 ++--
 .../service_level_agreement/service_level_agreement.py        | 4 +---
 .../service_level_agreement/test_service_level_agreement.py   | 1 -
 4 files changed, 4 insertions(+), 6 deletions(-)

diff --git a/erpnext/patches.txt b/erpnext/patches.txt
index 6087ce29aa5b..b48e6ad64d80 100644
--- a/erpnext/patches.txt
+++ b/erpnext/patches.txt
@@ -729,3 +729,4 @@ erpnext.patches.v13_0.setting_custom_roles_for_some_regional_reports
 erpnext.patches.v13_0.rename_issue_doctype_fields
 erpnext.patches.v13_0.change_default_pos_print_format
 erpnext.patches.v13_0.set_youtube_video_id
+erpnext.patches.v13_0.add_doctype_to_sla
diff --git a/erpnext/patches/v13_0/add_doctype_to_sla.py b/erpnext/patches/v13_0/add_doctype_to_sla.py
index 65fb82cb7649..943ab0e838a5 100644
--- a/erpnext/patches/v13_0/add_doctype_to_sla.py
+++ b/erpnext/patches/v13_0/add_doctype_to_sla.py
@@ -8,5 +8,5 @@
 def execute():
 	frappe.reload_doc('support', 'doctype', 'service_level_agreement')
 
-	for sla in frappe.get_all("Service Level Agreement"):
-		frappe.db.set_value("Issue", sla.name, "document_type", "Issue")
\ No newline at end of file
+	for sla in frappe.get_all('Service Level Agreement'):
+		frappe.db.set_value('Service Level Agreement', sla.name, 'document_type', 'Issue')
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index c0a2a7d0f9b6..d99bcbe85569 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -664,9 +664,7 @@ def is_holiday(date, holidays):
 
 
 def get_time_in_timedelta(time):
-	"""
-		Converts datetime.time(10, 36, 55, 961454) to datetime.timedelta(seconds=38215)
-	"""
+	"""Converts datetime.time(10, 36, 55, 961454) to datetime.timedelta(seconds=38215)"""
 	import datetime
 	return datetime.timedelta(hours=time.hour, minutes=time.minute, seconds=time.second)
 
diff --git a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
index f630d17528f0..dab49c77ad82 100644
--- a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
@@ -5,7 +5,6 @@
 
 import frappe
 import unittest
-from erpnext.hr.doctype.employee_group.test_employee_group import make_employee_group
 from erpnext.support.doctype.issue_priority.test_issue_priority import make_priorities
 
 class TestServiceLevelAgreement(unittest.TestCase):

From e598d63e524079362487702734cae728f3089a8c Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Mon, 5 Oct 2020 11:21:52 +0530
Subject: [PATCH 20/49] fix: codacy issue

---
 .../doctype/service_level_agreement/service_level_agreement.py  | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index d99bcbe85569..749567898b51 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -664,7 +664,7 @@ def is_holiday(date, holidays):
 
 
 def get_time_in_timedelta(time):
-	"""Converts datetime.time(10, 36, 55, 961454) to datetime.timedelta(seconds=38215)"""
+	"""Converts datetime.time(10, 36, 55, 961454) to datetime.timedelta(seconds=38215)."""
 	import datetime
 	return datetime.timedelta(hours=time.hour, minutes=time.minute, seconds=time.second)
 

From 923ba47e769d66d3381c8f697d92699a20577075 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Fri, 9 Oct 2020 14:04:05 +0530
Subject: [PATCH 21/49] fix: validate if doctype for SLA configuration has
 status field

---
 .../service_level_agreement/service_level_agreement.py    | 8 +++++++-
 1 file changed, 7 insertions(+), 1 deletion(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 749567898b51..977874948b56 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -12,9 +12,9 @@
 from erpnext.support.doctype.issue.issue import get_holidays
 
 class ServiceLevelAgreement(Document):
-
 	def validate(self):
 		self.validate_doc()
+		self.validate_status_field()
 		self.check_priorities()
 		self.check_support_and_resolution()
 
@@ -81,6 +81,12 @@ def validate_doc(self):
 			frappe.throw(_("Service Level Agreement for {0} {1} already exists.").format(frappe.bold(self.entity_type), \
 				frappe.bold(self.entity)))
 
+	def validate_status_field(self):
+		meta = frappe.get_meta(self.document_type)
+		if not meta.get_field("status"):
+			frappe.throw(_("The Document Type {0} must have a Status field to configure Service Level Agreement").format(
+				frappe.bold(self.document_type)))
+
 	def get_service_level_agreement_priority(self, priority):
 		priority = frappe.get_doc("Service Level Priority", {"priority": priority, "parent": self.name})
 

From aa6a1246d9160a16f508380141ec267b1899a443 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Mon, 9 Nov 2020 13:06:20 +0530
Subject: [PATCH 22/49] fix: remove duplicate code, fix sider and translation
 issues

---
 erpnext/support/doctype/issue/issue.py        | 185 +-----------------
 .../service_level_agreement.py                |   6 +-
 2 files changed, 4 insertions(+), 187 deletions(-)

diff --git a/erpnext/support/doctype/issue/issue.py b/erpnext/support/doctype/issue/issue.py
index 829825ec3a15..389e4f6f93dc 100644
--- a/erpnext/support/doctype/issue/issue.py
+++ b/erpnext/support/doctype/issue/issue.py
@@ -116,191 +116,8 @@ def split_issue(self, subject, communication_id):
 
 		return replicated_issue.name
 
-	def before_insert(self):
-		if frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
-			self.set_response_and_resolution_time()
 
-	def set_response_and_resolution_time(self, priority=None, service_level_agreement=None):
-		service_level_agreement = get_active_service_level_agreement_for(priority=priority,
-			customer=self.customer, service_level_agreement=service_level_agreement)
-
-		if not service_level_agreement:
-			if frappe.db.get_value("Issue", self.name, "service_level_agreement"):
-				frappe.throw(_("Couldn't Set Service Level Agreement {0}.").format(self.service_level_agreement))
-			return
-
-		if (service_level_agreement.customer and self.customer) and not (service_level_agreement.customer == self.customer):
-			frappe.throw(_("This Service Level Agreement is specific to Customer {0}").format(service_level_agreement.customer))
-
-		self.service_level_agreement = service_level_agreement.name
-		self.priority = service_level_agreement.default_priority if not priority else priority
-
-		priority = get_priority(self)
-
-		if not self.creation:
-			self.creation = now_datetime()
-			self.service_level_agreement_creation = now_datetime()
-
-		start_date_time = get_datetime(self.service_level_agreement_creation)
-		self.response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
-		self.resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
-
-		self.response_by_variance = round(time_diff_in_seconds(self.response_by, now_datetime()))
-		self.resolution_by_variance = round(time_diff_in_seconds(self.resolution_by, now_datetime()))
-
-	def change_service_level_agreement_and_priority(self):
-		if self.service_level_agreement and frappe.db.exists("Issue", self.name) and \
-			frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
-
-			if not self.priority == frappe.db.get_value("Issue", self.name, "priority"):
-				self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
-				frappe.msgprint(_("Priority has been changed to {0}.").format(self.priority))
-
-			if not self.service_level_agreement == frappe.db.get_value("Issue", self.name, "service_level_agreement"):
-				self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
-				frappe.msgprint(_("Service Level Agreement has been changed to {0}.").format(self.service_level_agreement))
-
-	def reset_service_level_agreement(self, reason, user):
-		if not frappe.db.get_single_value("Support Settings", "allow_resetting_service_level_agreement"):
-			frappe.throw(_("Allow Resetting Service Level Agreement from Support Settings."))
-
-		frappe.get_doc({
-			"doctype": "Comment",
-			"comment_type": "Info",
-			"reference_doctype": self.doctype,
-			"reference_name": self.name,
-			"comment_email": user,
-			"content": " resetted Service Level Agreement - {0}".format(_(reason)),
-		}).insert(ignore_permissions=True)
-
-		self.service_level_agreement_creation = now_datetime()
-		self.set_response_and_resolution_time(priority=self.priority, service_level_agreement=self.service_level_agreement)
-		self.agreement_status = "Ongoing"
-		self.save()
-
-	def reset_issue_metrics(self):
-		self.db_set("resolution_time", None)
-		self.db_set("user_resolution_time", None)
-
-
-def get_priority(issue):
-	service_level_agreement = frappe.get_doc("Service Level Agreement", issue.service_level_agreement)
-	priority = service_level_agreement.get_service_level_agreement_priority(issue.priority)
-	priority.update({
-		"support_and_resolution": service_level_agreement.support_and_resolution,
-		"holiday_list": service_level_agreement.holiday_list
-	})
-	return priority
-
-
-def get_expected_time_for(parameter, service_level, start_date_time):
-	current_date_time = start_date_time
-	expected_time = current_date_time
-	start_time = None
-	end_time = None
-
-	if parameter == "response":
-		allotted_seconds = service_level.get("response_time")
-	elif parameter == "resolution":
-		allotted_seconds = service_level.get("resolution_time")
-	else:
-		frappe.throw(_("{0} parameter is invalid").format(parameter))
-
-	expected_time_is_set = 0
-
-	support_days = {}
-	for service in service_level.get("support_and_resolution"):
-		support_days[service.workday] = frappe._dict({
-			"start_time": service.start_time,
-			"end_time": service.end_time,
-		})
-
-	holidays = get_holidays(service_level.get("holiday_list"))
-	weekdays = get_weekdays()
-
-	while not expected_time_is_set:
-		current_weekday = weekdays[current_date_time.weekday()]
-
-		if not is_holiday(current_date_time, holidays) and current_weekday in support_days:
-			start_time = current_date_time - datetime(current_date_time.year, current_date_time.month, current_date_time.day) \
-				if getdate(current_date_time) == getdate(start_date_time) and get_time_in_timedelta(current_date_time.time()) > support_days[current_weekday].start_time \
-				else support_days[current_weekday].start_time
-			end_time = support_days[current_weekday].end_time
-			time_left_today = time_diff_in_seconds(end_time, start_time)
-
-			# no time left for support today
-			if time_left_today <= 0: pass
-			elif allotted_seconds:
-				if time_left_today >= allotted_seconds:
-					expected_time = datetime.combine(getdate(current_date_time), get_time(start_time))
-					expected_time = add_to_date(expected_time, seconds=allotted_seconds)
-					expected_time_is_set = 1
-				else:
-					allotted_seconds = allotted_seconds - time_left_today
-
-		if not expected_time_is_set:
-			current_date_time = add_to_date(current_date_time, days=1)
-
-	if end_time and allotted_seconds >= 86400:
-		current_date_time = datetime.combine(getdate(current_date_time), get_time(end_time))
-	else:
-		current_date_time = expected_time
-
-	return current_date_time
-
-def set_service_level_agreement_variance(issue=None):
-	current_time = frappe.flags.current_time or now_datetime()
-
-	filters = {"status": "Open", "agreement_status": "Ongoing"}
-	if issue:
-		filters = {"name": issue}
-
-	for issue in frappe.get_list("Issue", filters=filters):
-		doc = frappe.get_doc("Issue", issue.name)
-
-		if not doc.first_responded_on: # first_responded_on set when first reply is sent to customer
-			variance = round(time_diff_in_seconds(doc.response_by, current_time), 2)
-			frappe.db.set_value(dt="Issue", dn=doc.name, field="response_by_variance", val=variance, update_modified=False)
-			if variance < 0:
-				frappe.db.set_value(dt="Issue", dn=doc.name, field="agreement_status", val="Failed", update_modified=False)
-
-		if not doc.resolution_date: # resolution_date set when issue has been closed
-			variance = round(time_diff_in_seconds(doc.resolution_by, current_time), 2)
-			frappe.db.set_value(dt="Issue", dn=doc.name, field="resolution_by_variance", val=variance, update_modified=False)
-			if variance < 0:
-				frappe.db.set_value(dt="Issue", dn=doc.name, field="agreement_status", val="Failed", update_modified=False)
-
-
-def set_resolution_time(issue):
-	# total time taken from issue creation to closing
-	resolution_time = time_diff_in_seconds(issue.resolution_date, issue.creation)
-	issue.db_set("resolution_time", resolution_time)
-
-
-def set_user_resolution_time(issue):
-	# total time taken by a user to close the issue apart from wait_time
-	communications = frappe.get_list("Communication", filters={
-			"reference_doctype": issue.doctype,
-			"reference_name": issue.name
-		},
-		fields=["sent_or_received", "name", "creation"],
-		order_by="creation"
-	)
-
-	pending_time = []
-	for i in range(len(communications)):
-		if communications[i].sent_or_received == "Received" and communications[i-1].sent_or_received == "Sent":
-			wait_time = time_diff_in_seconds(communications[i].creation, communications[i-1].creation)
-			if wait_time > 0:
-				pending_time.append(wait_time)
-
-	total_pending_time = sum(pending_time)
-	resolution_time_in_secs = time_diff_in_seconds(issue.resolution_date, issue.creation)
-	user_resolution_time = resolution_time_in_secs - total_pending_time
-	issue.db_set("user_resolution_time", user_resolution_time)
-
-
-  def get_list_context(context=None):
+def get_list_context(context=None):
 	return {
 		"title": _("Issues"),
 		"get_list": get_issue_list,
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 977874948b56..01d72f0aaf66 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -54,8 +54,8 @@ def check_support_and_resolution(self):
 			support_and_resolution.idx = week.index(support_and_resolution.workday) + 1
 
 			if to_timedelta(support_and_resolution.start_time) >= to_timedelta(support_and_resolution.end_time):
-				frappe.throw(_("Start Time can't be greater than or equal to End Time \
-					for {0}.".format(support_and_resolution.workday)))
+				frappe.throw(_("Start Time can't be greater than or equal to End Time for {0}.").format(
+					support_and_resolution.workday))
 
 		# Check for repeated workday
 		if not len(set(support_days)) == len(support_days):
@@ -351,7 +351,7 @@ def apply(doc, method=None):
 	# Applies SLA to document on validate
 
 	if frappe.flags.in_patch or frappe.flags.in_install or frappe.flags.in_setup_wizard or \
-		not doc.doctype in get_documents_with_active_service_level_agreement():
+		doc.doctype not in get_documents_with_active_service_level_agreement():
 
 		return
 

From 9531f6af9c1117e7cea97c016d33b96228a52749 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Mon, 9 Nov 2020 14:18:09 +0530
Subject: [PATCH 23/49] fix: SLA status not getting updated

---
 erpnext/support/doctype/issue/issue.py        |  2 +-
 .../service_level_agreement.py                | 52 +++++++++----------
 2 files changed, 27 insertions(+), 27 deletions(-)

diff --git a/erpnext/support/doctype/issue/issue.py b/erpnext/support/doctype/issue/issue.py
index 389e4f6f93dc..01ed768b5ee5 100644
--- a/erpnext/support/doctype/issue/issue.py
+++ b/erpnext/support/doctype/issue/issue.py
@@ -7,7 +7,7 @@
 from frappe import _
 from frappe import utils
 from frappe.model.document import Document
-from frappe.utils import now_datetime, getdate, get_weekdays, add_to_date, get_time, get_datetime, time_diff_in_seconds
+from frappe.utils import now_datetime
 from datetime import datetime, timedelta
 from frappe.model.mapper import get_mapped_doc
 from frappe.utils.user import is_website_user
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 01d72f0aaf66..9b7b0fb872b3 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -6,7 +6,7 @@
 import frappe
 from frappe.model.document import Document
 from frappe import _
-from frappe.utils import time_diff_in_hours, getdate, get_weekdays, add_to_date, get_time, get_datetime, \
+from frappe.utils import time_diff_in_seconds, getdate, get_weekdays, add_to_date, get_time, get_datetime, \
 	time_diff_in_seconds, get_time_zone, to_timedelta, get_datetime_str, get_link_to_form
 from datetime import datetime
 from erpnext.support.doctype.issue.issue import get_holidays
@@ -130,9 +130,9 @@ def before_insert(self):
 			},
 			{
 				"default": "Ongoing",
-				"fieldname": "agreement_fulfilled",
+				"fieldname": "agreement_status",
 				"fieldtype": "Select",
-				"label": "Service Level Agreement Fulfilled",
+				"label": "Service Level Agreement Status",
 				"options": "Ongoing\nFulfilled\nFailed",
 				"read_only": 1
 			},
@@ -362,7 +362,6 @@ def apply(doc, method=None):
 		return
 
 	meta = frappe.get_meta(doc.doctype)
-	from_db = frappe._dict({}) if doc.is_new() else frappe.get_doc(doc.doctype, doc.name)
 
 	if meta.has_field("customer") and service_level_agreement.customer and doc.get("customer") and \
 		not service_level_agreement.customer == doc.get("customer"):
@@ -385,6 +384,7 @@ def apply(doc, method=None):
 	set_response_by_and_variance(doc, meta, start_date_time, priority)
 	set_resolution_by_and_variance(doc, meta, start_date_time, priority)
 
+	from_db = frappe._dict({}) if doc.is_new() else frappe.get_doc(doc.doctype, doc.name)
 	update_status(doc, from_db, meta)
 
 
@@ -398,7 +398,7 @@ def update_status(doc, from_db, meta):
 		if meta.has_field("resolution_date"):
 			doc.resolution_date = frappe.flags.current_time or now_datetime(doc.get("owner"))
 
-		if meta.has_field("agreement_fulfilled") and from_db.agreement_fulfilled == "Ongoing":
+		if meta.has_field("agreement_status") and from_db.agreement_status == "Ongoing":
 			set_service_level_agreement_variance(doc.doctype, doc.name)
 			update_agreement_status(doc, from_db, meta)
 
@@ -471,7 +471,7 @@ def get_expected_time_for(parameter, service_level, start_date_time):
 
 def set_service_level_agreement_variance(doctype, doc=None):
 
-	filters = {"status": "Open", "agreement_fulfilled": "Ongoing"}
+	filters = {"status": "Open", "agreement_status": "Ongoing"}
 
 	if doc:
 		filters = {"name": doc}
@@ -481,18 +481,18 @@ def set_service_level_agreement_variance(doctype, doc=None):
 		current_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
 
 		if not doc.first_responded_on: # first_responded_on set when first reply is sent to customer
-			variance = round(time_diff_in_hours(doc.response_by, current_time), 2)
+			variance = round(time_diff_in_seconds(doc.response_by, current_time), 2)
 			frappe.db.set_value(doc.doctype, doc.name, "response_by_variance", variance, update_modified=False)
 
 			if variance < 0:
-				frappe.db.set_value(doc.doctype, doc.name, "agreement_fulfilled", "Failed", update_modified=False)
+				frappe.db.set_value(doc.doctype, doc.name, "agreement_status", "Failed", update_modified=False)
 
 		if not doc.resolution_date: # resolution_date set when issue has been closed
-			variance = round(time_diff_in_hours(doc.resolution_by, current_time), 2)
+			variance = round(time_diff_in_seconds(doc.resolution_by, current_time), 2)
 			frappe.db.set_value(doc.doctype, doc.name, "resolution_by_variance", variance, update_modified=False)
 
 			if variance < 0:
-				frappe.db.set_value(doc.doctype, doc.name, "agreement_fulfilled", "Failed", update_modified=False)
+				frappe.db.set_value(doc.doctype, doc.name, "agreement_status", "Failed", update_modified=False)
 
 
 def set_user_resolution_time(doc, meta):
@@ -555,7 +555,7 @@ def reset_service_level_agreement(doc, reason, user):
 
 	doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
 	doc.set_response_and_resolution_time(priority=doc.priority, service_level_agreement=doc.service_level_agreement)
-	doc.agreement_fulfilled = "Ongoing"
+	doc.agreement_status = "Ongoing"
 	doc.save()
 
 
@@ -569,8 +569,8 @@ def reset_metrics(doc, meta):
 	if not meta.has_field("user_resolution_time"):
 		doc.user_resolution_time = None
 
-	if meta.has_field("agreement_fulfilled"):
-		doc.agreement_fulfilled = "Ongoing"
+	if meta.has_field("agreement_status"):
+		doc.agreement_status = "Ongoing"
 
 
 def set_resolution_time(doc, meta):
@@ -621,14 +621,14 @@ def handle_hold_time(doc, meta, status):
 				if meta.has_field("first_responded_on") and not doc.first_responded_on:
 					response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
 					response_by = add_to_date(response_by, seconds=round(last_hold_time))
-					response_by_variance = round(time_diff_in_hours(response_by, now_time))
+					response_by_variance = round(time_diff_in_seconds(response_by, now_time))
 
 					update_values['response_by'] = response_by
 					update_values['response_by_variance'] = response_by_variance + (last_hold_time // 3600)
 
 				resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
 				resolution_by = add_to_date(resolution_by, seconds=round(last_hold_time))
-				resolution_by_variance = round(time_diff_in_hours(resolution_by, now_time))
+				resolution_by_variance = round(time_diff_in_seconds(resolution_by, now_time))
 
 				update_values['resolution_by'] = resolution_by
 				update_values['resolution_by_variance'] = resolution_by_variance + (last_hold_time // 3600)
@@ -637,32 +637,32 @@ def handle_hold_time(doc, meta, status):
 			doc.update(update_values)
 
 
-def update_agreement_fulfilled_on_custom_status(doc):
+def update_agreement_status_on_custom_status(doc):
 	# Update Agreement Fulfilled status using Custom Scripts for Custom Status
 
 	meta = frappe.get_meta(doc.doctype)
 	if meta.has_field("first_responded_on") and not doc.first_responded_on:
 		# first_responded_on set when first reply is sent to customer
-		doc.response_by_variance = round(time_diff_in_hours(doc.response_by, now_datetime(doc.get("owner"))), 2)
+		doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, now_datetime(doc.get("owner"))), 2)
 
 	if meta.has_field("resolution_date") and not doc.resolution_date:
 		# resolution_date set when issue has been closed
-		doc.resolution_by_variance = round(time_diff_in_hours(doc.resolution_by, now_datetime(doc.get("owner"))), 2)
+		doc.resolution_by_variance = round(time_diff_in_seconds(doc.resolution_by, now_datetime(doc.get("owner"))), 2)
 
-	if meta.has_field("agreement_fulfilled"):
-		doc.agreement_fulfilled = "Fulfilled" if doc.response_by_variance > 0 and doc.resolution_by_variance > 0 else "Failed"
+	if meta.has_field("agreement_status"):
+		doc.agreement_status = "Fulfilled" if doc.response_by_variance > 0 and doc.resolution_by_variance > 0 else "Failed"
 
 
 def update_agreement_status(doc, from_db, meta):
-	if meta.has_field("service_level_agreement") and meta.has_field("agreement_fulfilled") and \
-		doc.service_level_agreement and doc.agreement_fulfilled == "Ongoing":
+	if meta.has_field("service_level_agreement") and meta.has_field("agreement_status") and \
+		doc.service_level_agreement and doc.agreement_status == "Ongoing":
 
 		if (meta.has_field("response_by_variance") and from_db.response_by_variance < 0) or \
 			(meta.has_field("resolution_by_variance") and from_db.resolution_by_variance < 0):
 
-			doc.agreement_fulfilled = "Failed"
+			doc.agreement_status = "Failed"
 		else:
-			doc.agreement_fulfilled = "Fulfilled"
+			doc.agreement_status = "Fulfilled"
 
 
 def is_holiday(date, holidays):
@@ -680,7 +680,7 @@ def set_response_by_and_variance(doc, meta, start_date_time, priority):
 		doc.response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
 
 	if meta.has_field("response_by_variance"):
-		doc.response_by_variance = round(time_diff_in_hours(doc.response_by, now_datetime(doc.get("owner"))))
+		doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, now_datetime(doc.get("owner"))))
 
 
 def set_resolution_by_and_variance(doc, meta, start_date_time, priority):
@@ -688,7 +688,7 @@ def set_resolution_by_and_variance(doc, meta, start_date_time, priority):
 		doc.resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
 
 	if meta.has_field("resolution_by_variance"):
-		doc.resolution_by_variance = round(time_diff_in_hours(doc.resolution_by, now_datetime(doc.get("owner"))))
+		doc.resolution_by_variance = round(time_diff_in_seconds(doc.resolution_by, now_datetime(doc.get("owner"))))
 
 def now_datetime(user):
 	dt = convert_utc_to_user_timezone(datetime.utcnow(), user)

From 0de31634813dd797b58b176df4c31fff382cd535 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Mon, 9 Nov 2020 14:42:32 +0530
Subject: [PATCH 24/49] fix: sider

---
 .../doctype/service_level_agreement/service_level_agreement.py  | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 9b7b0fb872b3..6816245dd431 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -7,7 +7,7 @@
 from frappe.model.document import Document
 from frappe import _
 from frappe.utils import time_diff_in_seconds, getdate, get_weekdays, add_to_date, get_time, get_datetime, \
-	time_diff_in_seconds, get_time_zone, to_timedelta, get_datetime_str, get_link_to_form
+	get_time_zone, to_timedelta, get_datetime_str, get_link_to_form
 from datetime import datetime
 from erpnext.support.doctype.issue.issue import get_holidays
 

From 7c47cfcb087a4dd34fa0b52bfc42ce4d33730f92 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Mon, 9 Nov 2020 15:46:26 +0530
Subject: [PATCH 25/49] fix: Response and Resolution variance duration
 fieldtype

---
 .../service_level_agreement/service_level_agreement.py    | 8 ++++----
 1 file changed, 4 insertions(+), 4 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 6816245dd431..eeaa28094b86 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -117,9 +117,9 @@ def before_insert(self):
 				"read_only": 1
 			},
 			{
-				"description": "in hours",
 				"fieldname": "response_by_variance",
-				"fieldtype": "Float",
+				"fieldtype": "Duration",
+				"hide_seconds": 1,
 				"label": "Response By Variance",
 				"read_only": 1
 			},
@@ -143,9 +143,9 @@ def before_insert(self):
 				"read_only": 1
 			},
 			{
-				"description": "in hours",
 				"fieldname": "resolution_by_variance",
-				"fieldtype": "Float",
+				"fieldtype": "Duration",
+				"hide_seconds": 1,
 				"label": "Resolution By Variance",
 				"read_only": 1
 			},

From 83927e228774afb26bd70d8a9e02e360373be695 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Mon, 9 Nov 2020 19:23:02 +0530
Subject: [PATCH 26/49] fix: SLA not getting applied for custom doctypes

---
 .../service_level_agreement.py                     | 14 +++++++++++---
 1 file changed, 11 insertions(+), 3 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index eeaa28094b86..02afa6720a38 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -167,6 +167,14 @@ def before_insert(self):
 				"fieldtype": "Datetime",
 				"label": "First Responded On",
 				"read_only": 1
+			},
+			{
+				"depends_on": "eval:!doc.__islocal",
+				"fieldname": "resolution_date",
+				"fieldtype": "Datetime",
+				"label": "Resolution Date",
+				"no_copy": 1,
+				"read_only": 1
 			}
 		]
 
@@ -370,7 +378,7 @@ def apply(doc, method=None):
 			service_level_agreement.customer))
 
 	doc.service_level_agreement = service_level_agreement.name
-	doc.priority = doc.priority or service_level_agreement.default_priority
+	doc.priority = doc.get("priority") or service_level_agreement.default_priority
 	priority = get_priority(doc)
 
 	if not doc.creation:
@@ -384,7 +392,7 @@ def apply(doc, method=None):
 	set_response_by_and_variance(doc, meta, start_date_time, priority)
 	set_resolution_by_and_variance(doc, meta, start_date_time, priority)
 
-	from_db = frappe._dict({}) if doc.is_new() else frappe.get_doc(doc.doctype, doc.name)
+	from_db = frappe._dict({}) if doc.__unsaved else frappe.get_doc(doc.doctype, doc.name)
 	update_status(doc, from_db, meta)
 
 
@@ -487,7 +495,7 @@ def set_service_level_agreement_variance(doctype, doc=None):
 			if variance < 0:
 				frappe.db.set_value(doc.doctype, doc.name, "agreement_status", "Failed", update_modified=False)
 
-		if not doc.resolution_date: # resolution_date set when issue has been closed
+		if not doc.get("resolution_date"): # resolution_date set when issue has been closed
 			variance = round(time_diff_in_seconds(doc.resolution_by, current_time), 2)
 			frappe.db.set_value(doc.doctype, doc.name, "resolution_by_variance", variance, update_modified=False)
 

From c4afa5a3c53c0b4f50769c2e8f9c719973fb4dbc Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Mon, 9 Nov 2020 20:04:52 +0530
Subject: [PATCH 27/49] fix(hooks): update sla variance

---
 erpnext/hooks.py                              |  2 +-
 .../service_level_agreement.py                | 30 +++++++++++--------
 2 files changed, 18 insertions(+), 14 deletions(-)

diff --git a/erpnext/hooks.py b/erpnext/hooks.py
index a19f56a0e237..c48cd708dc55 100644
--- a/erpnext/hooks.py
+++ b/erpnext/hooks.py
@@ -309,7 +309,7 @@
 		"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.support.doctype.service_level_agreement.service_level_agreement.set_service_level_agreement_variance",
 	],
 	"daily": [
 		"erpnext.stock.reorder_item.reorder_item",
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 02afa6720a38..c8ade9e4002b 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -110,6 +110,12 @@ def before_insert(self):
 				"label": "Service Level Agreement",
 				"options": "Service Level Agreement"
 			},
+			{
+				"fieldname": "priority",
+				"fieldtype": "Link",
+				"label": "Priority",
+				"options": "Issue Priority"
+			},
 			{
 				"fieldname": "response_by",
 				"fieldtype": "Datetime",
@@ -123,6 +129,12 @@ def before_insert(self):
 				"label": "Response By Variance",
 				"read_only": 1
 			},
+			{
+				"fieldname": "first_responded_on",
+				"fieldtype": "Datetime",
+				"label": "First Responded On",
+				"read_only": 1
+			},
 			{
 				"fieldname": "cb",
 				"fieldtype": "Column Break",
@@ -156,18 +168,6 @@ def before_insert(self):
 				"label": "Service Level Agreement Creation",
 				"read_only": 1
 			},
-			{
-				"fieldname": "priority",
-				"fieldtype": "Link",
-				"label": "Priority",
-				"options": "Issue Priority"
-			},
-			{
-				"fieldname": "first_responded_on",
-				"fieldtype": "Datetime",
-				"label": "First Responded On",
-				"read_only": 1
-			},
 			{
 				"depends_on": "eval:!doc.__islocal",
 				"fieldname": "resolution_date",
@@ -392,7 +392,11 @@ def apply(doc, method=None):
 	set_response_by_and_variance(doc, meta, start_date_time, priority)
 	set_resolution_by_and_variance(doc, meta, start_date_time, priority)
 
-	from_db = frappe._dict({}) if doc.__unsaved else frappe.get_doc(doc.doctype, doc.name)
+	if frappe.db.exists(doc.doctype, doc.name):
+		from_db = frappe.get_doc(doc.doctype, doc.name)
+	else:
+		from_db = frappe._dict({})
+
 	update_status(doc, from_db, meta)
 
 

From 6bffd7c4aaa35080ff2b52dc84589b37c97317c7 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Mon, 9 Nov 2020 20:52:40 +0530
Subject: [PATCH 28/49] feat: show SLA indicators

---
 erpnext/public/js/utils.js                    | 146 ++++++++++++++++++
 erpnext/support/doctype/issue/issue.js        | 130 +---------------
 .../service_level_agreement.py                |  14 ++
 3 files changed, 162 insertions(+), 128 deletions(-)

diff --git a/erpnext/public/js/utils.js b/erpnext/public/js/utils.js
index 891bbe5b598b..8d28df2387e3 100755
--- a/erpnext/public/js/utils.js
+++ b/erpnext/public/js/utils.js
@@ -734,3 +734,149 @@ $(document).on('app_ready', function() {
 		});
 	}
 });
+
+// Show SLA dashboard
+$(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) {
+				$.each(r.message, function(_i, d) {
+					frappe.ui.form.on(d, {
+						onload: function(frm) {
+							if (frm.doc.service_level_agreement) {
+								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.agreement_status === 'Ongoing') {
+								if (frm.doc.service_level_agreement) {
+									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);
+											}
+										}
+									});
+								}
+
+								frm.add_custom_button(__('Close'), function () {
+									frm.set_value('status', 'Closed');
+									frm.save();
+								});
+
+							} 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>'
+									);
+								}
+
+								frm.add_custom_button(__('Reopen'), function () {
+									frm.set_value('status', 'Open');
+									frm.save();
+								});
+							}
+						},
+					});
+				});
+			}
+		}
+	});
+});
+
+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'};
+	}
+}
diff --git a/erpnext/support/doctype/issue/issue.js b/erpnext/support/doctype/issue/issue.js
index 4d091d3973aa..dd5149e73d4d 100644
--- a/erpnext/support/doctype/issue/issue.js
+++ b/erpnext/support/doctype/issue/issue.js
@@ -11,102 +11,16 @@ frappe.ui.form.on("Issue", {
 					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: {
-					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.agreement_status === "Ongoing") {
-			if (frm.doc.service_level_agreement) {
-				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);
-						}
-					}
-				});
-			}
-
-			frm.add_custom_button(__("Close"), function () {
-				frm.set_value("status", "Closed");
-				frm.save();
-			});
-
 			frm.add_custom_button(__("Task"), function () {
 				frappe.model.open_mapped_doc({
 					method: "erpnext.support.doctype.issue.issue.make_task",
 					frm: frm
 				});
 			}, __("Create"));
-
-		} 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>'
-				);
-			}
-
-			frm.add_custom_button(__("Reopen"), function () {
-				frm.set_value("status", "Open");
-				frm.save();
-			});
 		}
 	},
 
@@ -132,7 +46,7 @@ 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
 				}, () => {
@@ -197,44 +111,4 @@ frappe.ui.form.on("Issue", {
 			}
 		}
 	},
-});
-
-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"};
-	}
-}
+});
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index c8ade9e4002b..01d0bf645ae8 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -722,3 +722,17 @@ def get_tz(user):
 @frappe.whitelist()
 def get_user_time(user, to_string=False):
 	return get_datetime_str(now_datetime(user)) if to_string else now_datetime(user)
+
+@frappe.whitelist()
+def get_sla_doctypes():
+	doctypes = []
+	data = frappe.get_list('Service Level Agreement',
+		{'enabled': 1},
+		['document_type'],
+		distinct=1
+	)
+
+	for entry in data:
+		doctypes.append(entry.document_type)
+
+	return doctypes

From 9e0f2bcbf14242afe2983abed721a6794a93abbe Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Mon, 9 Nov 2020 21:14:00 +0530
Subject: [PATCH 29/49] fix: set SLA fulfilled on Resolved

---
 .../service_level_agreement.py                | 33 ++++++++++---------
 1 file changed, 17 insertions(+), 16 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 01d0bf645ae8..b36d30c295d8 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -401,27 +401,28 @@ def apply(doc, method=None):
 
 
 def update_status(doc, from_db, meta):
-	if meta.has_field("status") and meta.has_field("first_responded_on") and doc.status != "Open" and \
-		from_db.status == "Open" and not doc.first_responded_on:
+	if meta.has_field("status"):
+		if meta.has_field("first_responded_on") and doc.status != "Open" and \
+			from_db.status == "Open" and not doc.first_responded_on:
 
-		doc.first_responded_on = frappe.flags.current_time or now_datetime(doc.get("owner"))
+			doc.first_responded_on = frappe.flags.current_time or now_datetime(doc.get("owner"))
 
-	if meta.has_field("status") and doc.status == "Closed" and from_db.status != "Closed":
-		if meta.has_field("resolution_date"):
-			doc.resolution_date = frappe.flags.current_time or now_datetime(doc.get("owner"))
+		if doc.status in ["Resolved", "Closed"] and from_db.status not in ["Resolved", "Closed"]:
+			if meta.has_field("resolution_date"):
+				doc.resolution_date = frappe.flags.current_time or now_datetime(doc.get("owner"))
 
-		if meta.has_field("agreement_status") and from_db.agreement_status == "Ongoing":
-			set_service_level_agreement_variance(doc.doctype, doc.name)
-			update_agreement_status(doc, from_db, meta)
+			if meta.has_field("agreement_status") and from_db.agreement_status == "Ongoing":
+				set_service_level_agreement_variance(doc.doctype, doc.name)
+				update_agreement_status(doc, from_db, meta)
 
-		set_resolution_time(doc, meta)
-		set_user_resolution_time(doc, meta)
+			set_resolution_time(doc, meta)
+			set_user_resolution_time(doc, meta)
 
-	if meta.has_field("status") and doc.status == "Open" and not from_db.status == "Open":
-		# if no date, it should be set as None and not a blank string "", as per mysql strict config
-		# enable SLA and variance on Reopen
-		reset_metrics(doc, meta)
-		set_service_level_agreement_variance(doc.doctype, doc.name)
+		if doc.status == "Open" and from_db.status != "Open":
+			# if no date, it should be set as None and not a blank string "", as per mysql strict config
+			# enable SLA and variance on Reopen
+			reset_metrics(doc, meta)
+			set_service_level_agreement_variance(doc.doctype, doc.name)
 
 	handle_hold_time(doc, meta, from_db.status)
 

From bf718380398894dd3ab0121f069d76ffd776d9e7 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Mon, 9 Nov 2020 23:52:19 +0530
Subject: [PATCH 30/49] fix: travis

---
 .../service_level_agreement/service_level_agreement.json      | 4 ++--
 1 file changed, 2 insertions(+), 2 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
index 043baacf47ae..d88582ecbd6b 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
@@ -1,6 +1,6 @@
 {
  "actions": [],
- "autoname": "format:SLA-{document_type}-{service_level}",
+ "autoname": "format:SLA-{document_type}-{service_level}-{####}",
  "creation": "2018-12-26 21:08:15.448812",
  "doctype": "DocType",
  "editable_grid": 1,
@@ -170,7 +170,7 @@
   }
  ],
  "links": [],
- "modified": "2020-06-26 11:05:23.188537",
+ "modified": "2020-11-09 23:52:04.126930",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Level Agreement",

From d7c794985bbad08cc66ebe7066ce1a59ec63e8c6 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Tue, 10 Nov 2020 12:14:40 +0530
Subject: [PATCH 31/49] feat: Hold time for SLA on custom doctypes

---
 .../service_level_agreement.py                    | 15 ++++++++++++++-
 1 file changed, 14 insertions(+), 1 deletion(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index b36d30c295d8..e1d0e65ae8f5 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -135,6 +135,19 @@ def before_insert(self):
 				"label": "First Responded On",
 				"read_only": 1
 			},
+			{
+				"fieldname": "on_hold_since",
+				"fieldtype": "Datetime",
+				"hidden": 1,
+				"label": "On Hold Since",
+				"read_only": 1
+			},
+			{
+				"fieldname": "total_hold_time",
+				"fieldtype": "Duration",
+				"label": "Total Hold Time",
+				"read_only": 1
+			},
 			{
 				"fieldname": "cb",
 				"fieldtype": "Column Break",
@@ -647,7 +660,7 @@ def handle_hold_time(doc, meta, status):
 				update_values['resolution_by_variance'] = resolution_by_variance + (last_hold_time // 3600)
 				update_values['on_hold_since'] = None
 
-			doc.update(update_values)
+			doc.db_set(update_values)
 
 
 def update_agreement_status_on_custom_status(doc):

From 20e1781ea8a1668ca45f6a85a9dac0fd4478b9d7 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Tue, 10 Nov 2020 13:54:18 +0530
Subject: [PATCH 32/49] fix(patch): rename enable to enabled in SLA

---
 erpnext/patches/v13_0/add_doctype_to_sla.py | 3 +++
 1 file changed, 3 insertions(+)

diff --git a/erpnext/patches/v13_0/add_doctype_to_sla.py b/erpnext/patches/v13_0/add_doctype_to_sla.py
index 943ab0e838a5..a62eea112fa9 100644
--- a/erpnext/patches/v13_0/add_doctype_to_sla.py
+++ b/erpnext/patches/v13_0/add_doctype_to_sla.py
@@ -4,9 +4,12 @@
 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'):
 		frappe.db.set_value('Service Level Agreement', sla.name, 'document_type', 'Issue')
\ No newline at end of file

From 628ddfe9f3709d5f3b30026312f42a5399784c25 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Tue, 10 Nov 2020 14:18:19 +0530
Subject: [PATCH 33/49] fix: incorrect response and resolution variance
 calculation

---
 .../service_level_agreement.py                | 212 +++++++++---------
 1 file changed, 109 insertions(+), 103 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index e1d0e65ae8f5..aa3dc2accbd1 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -63,7 +63,7 @@ def check_support_and_resolution(self):
 			frappe.throw(_("Workday {0} has been repeated.").format(repeated_days))
 
 	def validate_doc(self):
-		if not frappe.db.get_single_value("Support Settings", "track_service_level_agreement") and self.enable:
+		if not frappe.db.get_single_value("Support Settings", "track_service_level_agreement") and self.enabled:
 			frappe.throw(_("{0} is not enabled in {1}").format(frappe.bold("Track Service Level Agreement"),
 				get_link_to_form("Support Settings", "Support Settings")))
 
@@ -97,100 +97,7 @@ def get_service_level_agreement_priority(self, priority):
 		})
 
 	def before_insert(self):
-		service_level_agreement_fields = [
-			{
-				"collapsible": 1,
-				"fieldname": "service_level_section",
-				"fieldtype": "Section Break",
-				"label": "Service Level"
-			},
-			{
-				"fieldname": "service_level_agreement",
-				"fieldtype": "Link",
-				"label": "Service Level Agreement",
-				"options": "Service Level Agreement"
-			},
-			{
-				"fieldname": "priority",
-				"fieldtype": "Link",
-				"label": "Priority",
-				"options": "Issue Priority"
-			},
-			{
-				"fieldname": "response_by",
-				"fieldtype": "Datetime",
-				"label": "Response By",
-				"read_only": 1
-			},
-			{
-				"fieldname": "response_by_variance",
-				"fieldtype": "Duration",
-				"hide_seconds": 1,
-				"label": "Response By Variance",
-				"read_only": 1
-			},
-			{
-				"fieldname": "first_responded_on",
-				"fieldtype": "Datetime",
-				"label": "First Responded On",
-				"read_only": 1
-			},
-			{
-				"fieldname": "on_hold_since",
-				"fieldtype": "Datetime",
-				"hidden": 1,
-				"label": "On Hold Since",
-				"read_only": 1
-			},
-			{
-				"fieldname": "total_hold_time",
-				"fieldtype": "Duration",
-				"label": "Total Hold Time",
-				"read_only": 1
-			},
-			{
-				"fieldname": "cb",
-				"fieldtype": "Column Break",
-				"read_only": 1
-			},
-			{
-				"default": "Ongoing",
-				"fieldname": "agreement_status",
-				"fieldtype": "Select",
-				"label": "Service Level Agreement Status",
-				"options": "Ongoing\nFulfilled\nFailed",
-				"read_only": 1
-			},
-			{
-				"fieldname": "resolution_by",
-				"fieldtype": "Datetime",
-				"label": "Resolution By",
-				"read_only": 1
-			},
-			{
-				"fieldname": "resolution_by_variance",
-				"fieldtype": "Duration",
-				"hide_seconds": 1,
-				"label": "Resolution By Variance",
-				"read_only": 1
-			},
-			{
-				"fieldname": "service_level_agreement_creation",
-				"fieldtype": "Datetime",
-				"hidden": 1,
-				"label": "Service Level Agreement Creation",
-				"read_only": 1
-			},
-			{
-				"depends_on": "eval:!doc.__islocal",
-				"fieldname": "resolution_date",
-				"fieldtype": "Datetime",
-				"label": "Resolution Date",
-				"no_copy": 1,
-				"read_only": 1
-			}
-		]
-
+		service_level_agreement_fields = get_service_level_agreement_fields()
 		meta = frappe.get_meta(self.document_type)
 
 		if meta.custom:
@@ -266,6 +173,7 @@ def reset_field_properties(self, field, sla_field):
 		field.default = sla_field.get("default")
 		field.save(ignore_permissions=True)
 
+
 def check_agreement_status():
 	service_level_agreements = frappe.get_all("Service Level Agreement", filters=[
 		{"enabled": 1},
@@ -287,11 +195,11 @@ def get_active_service_level_agreement_for(doctype, priority, customer=None, ser
 		["Service Level Agreement", "enabled", "=", 1]
 	]
 
-	or_filters = []
-
 	if priority:
 		filters.append(["Service Level Priority", "priority", "=", priority])
 
+	or_filters = []
+
 	if customer:
 		or_filters.append(
 			["Service Level Agreement", "entity", "in", [customer, get_customer_group(customer), get_customer_territory(customer)]]
@@ -370,10 +278,8 @@ def set_documents_with_active_service_level_agreement():
 
 def apply(doc, method=None):
 	# Applies SLA to document on validate
-
 	if frappe.flags.in_patch or frappe.flags.in_install or frappe.flags.in_setup_wizard or \
 		doc.doctype not in get_documents_with_active_service_level_agreement():
-
 		return
 
 	service_level_agreement = get_active_service_level_agreement_for(doctype=doc.get("doctype"), priority=doc.get("priority"),
@@ -386,7 +292,6 @@ def apply(doc, method=None):
 
 	if meta.has_field("customer") and service_level_agreement.customer and doc.get("customer") and \
 		not service_level_agreement.customer == doc.get("customer"):
-
 		frappe.throw(_("Service Level Agreement {0} is specific to Customer {1}").format(service_level_agreement.name,
 			service_level_agreement.customer))
 
@@ -417,7 +322,6 @@ def update_status(doc, from_db, meta):
 	if meta.has_field("status"):
 		if meta.has_field("first_responded_on") and doc.status != "Open" and \
 			from_db.status == "Open" and not doc.first_responded_on:
-
 			doc.first_responded_on = frappe.flags.current_time or now_datetime(doc.get("owner"))
 
 		if doc.status in ["Resolved", "Closed"] and from_db.status not in ["Resolved", "Closed"]:
@@ -439,6 +343,7 @@ def update_status(doc, from_db, meta):
 
 	handle_hold_time(doc, meta, from_db.status)
 
+
 def get_expected_time_for(parameter, service_level, start_date_time):
 	current_date_time = start_date_time
 	expected_time = current_date_time
@@ -650,19 +555,115 @@ def handle_hold_time(doc, meta, status):
 					response_by_variance = round(time_diff_in_seconds(response_by, now_time))
 
 					update_values['response_by'] = response_by
-					update_values['response_by_variance'] = response_by_variance + (last_hold_time // 3600)
+					update_values['response_by_variance'] = response_by_variance + last_hold_time
 
 				resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
 				resolution_by = add_to_date(resolution_by, seconds=round(last_hold_time))
 				resolution_by_variance = round(time_diff_in_seconds(resolution_by, now_time))
 
 				update_values['resolution_by'] = resolution_by
-				update_values['resolution_by_variance'] = resolution_by_variance + (last_hold_time // 3600)
+				update_values['resolution_by_variance'] = resolution_by_variance + last_hold_time
 				update_values['on_hold_since'] = None
 
 			doc.db_set(update_values)
 
 
+def get_service_level_agreement_fields():
+	return  [
+		{
+			"collapsible": 1,
+			"fieldname": "service_level_section",
+			"fieldtype": "Section Break",
+			"label": "Service Level"
+		},
+		{
+			"fieldname": "service_level_agreement",
+			"fieldtype": "Link",
+			"label": "Service Level Agreement",
+			"options": "Service Level Agreement"
+		},
+		{
+			"fieldname": "priority",
+			"fieldtype": "Link",
+			"label": "Priority",
+			"options": "Issue Priority"
+		},
+		{
+			"fieldname": "response_by",
+			"fieldtype": "Datetime",
+			"label": "Response By",
+			"read_only": 1
+		},
+		{
+			"fieldname": "response_by_variance",
+			"fieldtype": "Duration",
+			"hide_seconds": 1,
+			"label": "Response By Variance",
+			"read_only": 1
+		},
+		{
+			"fieldname": "first_responded_on",
+			"fieldtype": "Datetime",
+			"label": "First Responded On",
+			"read_only": 1
+		},
+		{
+			"fieldname": "on_hold_since",
+			"fieldtype": "Datetime",
+			"hidden": 1,
+			"label": "On Hold Since",
+			"read_only": 1
+		},
+		{
+			"fieldname": "total_hold_time",
+			"fieldtype": "Duration",
+			"label": "Total Hold Time",
+			"read_only": 1
+		},
+		{
+			"fieldname": "cb",
+			"fieldtype": "Column Break",
+			"read_only": 1
+		},
+		{
+			"default": "Ongoing",
+			"fieldname": "agreement_status",
+			"fieldtype": "Select",
+			"label": "Service Level Agreement Status",
+			"options": "Ongoing\nFulfilled\nFailed",
+			"read_only": 1
+		},
+		{
+			"fieldname": "resolution_by",
+			"fieldtype": "Datetime",
+			"label": "Resolution By",
+			"read_only": 1
+		},
+		{
+			"fieldname": "resolution_by_variance",
+			"fieldtype": "Duration",
+			"hide_seconds": 1,
+			"label": "Resolution By Variance",
+			"read_only": 1
+		},
+		{
+			"fieldname": "service_level_agreement_creation",
+			"fieldtype": "Datetime",
+			"hidden": 1,
+			"label": "Service Level Agreement Creation",
+			"read_only": 1
+		},
+		{
+			"depends_on": "eval:!doc.__islocal",
+			"fieldname": "resolution_date",
+			"fieldtype": "Datetime",
+			"label": "Resolution Date",
+			"no_copy": 1,
+			"read_only": 1
+		}
+	]
+
+
 def update_agreement_status_on_custom_status(doc):
 	# Update Agreement Fulfilled status using Custom Scripts for Custom Status
 
@@ -716,10 +717,12 @@ def set_resolution_by_and_variance(doc, meta, start_date_time, priority):
 	if meta.has_field("resolution_by_variance"):
 		doc.resolution_by_variance = round(time_diff_in_seconds(doc.resolution_by, now_datetime(doc.get("owner"))))
 
+
 def now_datetime(user):
 	dt = convert_utc_to_user_timezone(datetime.utcnow(), user)
 	return dt.replace(tzinfo=None)
 
+
 def convert_utc_to_user_timezone(utc_timestamp, user):
 	from pytz import timezone, UnknownTimeZoneError
 
@@ -730,13 +733,16 @@ def convert_utc_to_user_timezone(utc_timestamp, user):
 	except UnknownTimeZoneError:
 		return utcnow
 
+
 def get_tz(user):
 	return frappe.db.get_value("User", user, "time_zone") or get_time_zone()
 
+
 @frappe.whitelist()
 def get_user_time(user, to_string=False):
 	return get_datetime_str(now_datetime(user)) if to_string else now_datetime(user)
 
+
 @frappe.whitelist()
 def get_sla_doctypes():
 	doctypes = []

From 81e5662c587ad5085b713649a5d74e3c599e1c77 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Tue, 10 Nov 2020 18:55:53 +0530
Subject: [PATCH 34/49] fix: travis and hook for updating hold time on
 communication

---
 erpnext/hooks.py                              |  3 +
 erpnext/support/doctype/issue/test_issue.py   |  2 +-
 .../service_level_agreement.py                | 61 +++++++++++++------
 3 files changed, 45 insertions(+), 21 deletions(-)

diff --git a/erpnext/hooks.py b/erpnext/hooks.py
index c48cd708dc55..4a2404f0e824 100644
--- a/erpnext/hooks.py
+++ b/erpnext/hooks.py
@@ -234,6 +234,9 @@
 		"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"
 	},
diff --git a/erpnext/support/doctype/issue/test_issue.py b/erpnext/support/doctype/issue/test_issue.py
index c962dc6b3174..f687570cbe52 100644
--- a/erpnext/support/doctype/issue/test_issue.py
+++ b/erpnext/support/doctype/issue/test_issue.py
@@ -69,7 +69,7 @@ def test_response_time_and_resolution_time_based_on_different_sla(self):
 		self.assertEquals(issue.resolution_by, datetime.datetime(2019, 3, 6, 12, 0))
 
 		frappe.flags.current_time = datetime.datetime(2019, 3, 4, 15, 0)
-
+		issue.reload()
 		issue.status = 'Closed'
 		issue.save()
 
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index aa3dc2accbd1..020c08bde795 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -6,6 +6,7 @@
 import frappe
 from frappe.model.document import Document
 from frappe import _
+from frappe.core.utils import get_parent_doc
 from frappe.utils import time_diff_in_seconds, getdate, get_weekdays, add_to_date, get_time, get_datetime, \
 	get_time_zone, to_timedelta, get_datetime_str, get_link_to_form
 from datetime import datetime
@@ -302,8 +303,8 @@ def apply(doc, method=None):
 	if not doc.creation:
 		doc.creation = now_datetime(doc.get("owner"))
 
-	if meta.has_field("service_level_agreement_creation"):
-		doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
+		if meta.has_field("service_level_agreement_creation"):
+			doc.service_level_agreement_creation = now_datetime(doc.get("owner"))
 
 	start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
 
@@ -330,7 +331,7 @@ def update_status(doc, from_db, meta):
 
 			if meta.has_field("agreement_status") and from_db.agreement_status == "Ongoing":
 				set_service_level_agreement_variance(doc.doctype, doc.name)
-				update_agreement_status(doc, from_db, meta)
+				update_agreement_status(doc, meta)
 
 			set_resolution_time(doc, meta)
 			set_user_resolution_time(doc, meta)
@@ -407,23 +408,23 @@ def set_service_level_agreement_variance(doctype, doc=None):
 	if doc:
 		filters = {"name": doc}
 
-	for doc in frappe.get_all(doctype, filters=filters):
-		doc = frappe.get_doc(doctype, doc.name)
-		current_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
+	for entry in frappe.get_all(doctype, filters=filters):
+		current_doc = frappe.get_doc(doctype, entry.name)
+		current_time = frappe.flags.current_time or now_datetime(current_doc.get("owner"))
 
-		if not doc.first_responded_on: # first_responded_on set when first reply is sent to customer
-			variance = round(time_diff_in_seconds(doc.response_by, current_time), 2)
-			frappe.db.set_value(doc.doctype, doc.name, "response_by_variance", variance, update_modified=False)
+		if not current_doc.first_responded_on: # first_responded_on set when first reply is sent to customer
+			variance = round(time_diff_in_seconds(current_doc.response_by, current_time), 2)
+			frappe.db.set_value(current_doc.doctype, current_doc.name, "response_by_variance", variance, update_modified=False)
 
 			if variance < 0:
-				frappe.db.set_value(doc.doctype, doc.name, "agreement_status", "Failed", update_modified=False)
+				frappe.db.set_value(current_doc.doctype, current_doc.name, "agreement_status", "Failed", update_modified=False)
 
-		if not doc.get("resolution_date"): # resolution_date set when issue has been closed
-			variance = round(time_diff_in_seconds(doc.resolution_by, current_time), 2)
-			frappe.db.set_value(doc.doctype, doc.name, "resolution_by_variance", variance, update_modified=False)
+		if not current_doc.get("resolution_date"): # resolution_date set when issue has been closed
+			variance = round(time_diff_in_seconds(current_doc.resolution_by, current_time), 2)
+			frappe.db.set_value(current_doc.doctype, current_doc.name, "resolution_by_variance", variance, update_modified=False)
 
 			if variance < 0:
-				frappe.db.set_value(doc.doctype, doc.name, "agreement_status", "Failed", update_modified=False)
+				frappe.db.set_value(current_doc.doctype, current_doc.name, "agreement_status", "Failed", update_modified=False)
 
 
 def set_user_resolution_time(doc, meta):
@@ -512,6 +513,25 @@ def set_resolution_time(doc, meta):
 	doc.resolution_time = time_diff_in_seconds(doc.resolution_date, doc.creation)
 
 
+# called via hooks on communication update
+def update_hold_time(doc, status):
+	parent = get_parent_doc(doc)
+	if not parent:
+		return
+
+	if doc.communication_type == "Comment":
+		return
+
+	status_field = parent.meta.get_field("status")
+	if status_field:
+		options = (status_field.options or "").splitlines()
+
+		# if status has a "Replied" option, then handle hold time
+		if ("Replied" in options) and doc.sent_or_received == "Received":
+			meta = frappe.get_meta(parent.doctype)
+			handle_hold_time(parent, meta, 'Replied')
+
+
 def handle_hold_time(doc, meta, status):
 	if meta.has_field("service_level_agreement") and doc.service_level_agreement:
 		# set response and resolution variance as None as the issue is on Hold for status as Replied
@@ -680,16 +700,17 @@ def update_agreement_status_on_custom_status(doc):
 		doc.agreement_status = "Fulfilled" if doc.response_by_variance > 0 and doc.resolution_by_variance > 0 else "Failed"
 
 
-def update_agreement_status(doc, from_db, meta):
+def update_agreement_status(doc, meta):
 	if meta.has_field("service_level_agreement") and meta.has_field("agreement_status") and \
 		doc.service_level_agreement and doc.agreement_status == "Ongoing":
 
-		if (meta.has_field("response_by_variance") and from_db.response_by_variance < 0) or \
-			(meta.has_field("resolution_by_variance") and from_db.resolution_by_variance < 0):
+		if meta.has_field("response_by_variance") and meta.has_field("resolution_by_variance"):
+			if frappe.db.get_value(doc.doctype, doc.name, "response_by_variance") < 0 or \
+				frappe.db.get_value(doc.doctype, doc.name, "resolution_by_variance") < 0:
 
-			doc.agreement_status = "Failed"
-		else:
-			doc.agreement_status = "Fulfilled"
+				doc.agreement_status = "Failed"
+			else:
+				doc.agreement_status = "Fulfilled"
 
 
 def is_holiday(date, holidays):

From 18762e6e376a9ed1e50bc15b25effe3c2ed8ef6d Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Wed, 26 May 2021 17:44:04 +0530
Subject: [PATCH 35/49] fix: sider issues

---
 erpnext/hooks.py                              |  4 +--
 .../service_level_agreement.py                | 26 ++++++++++++-------
 2 files changed, 18 insertions(+), 12 deletions(-)

diff --git a/erpnext/hooks.py b/erpnext/hooks.py
index 264bf26772f4..22458eb4a7b3 100644
--- a/erpnext/hooks.py
+++ b/erpnext/hooks.py
@@ -228,7 +228,7 @@
 
 doc_events = {
 	"*": {
-		"validate": "erpnext.support.doctype.service_level_agreement.service_level_agreement.apply"
+		"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"
@@ -337,7 +337,7 @@
 		"erpnext.support.doctype.issue.issue.set_service_level_agreement_variance",
 		"erpnext.erpnext_integrations.connectors.shopify_connection.sync_old_orders",
 		"erpnext.stock.doctype.repost_item_valuation.repost_item_valuation.repost_entries",
-    "erpnext.support.doctype.service_level_agreement.service_level_agreement.set_service_level_agreement_variance"
+		"erpnext.support.doctype.service_level_agreement.service_level_agreement.set_service_level_agreement_variance"
 	],
 	"daily": [
 		"erpnext.stock.reorder_item.reorder_item",
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 020c08bde795..4a51104c3879 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -68,19 +68,23 @@ def validate_doc(self):
 			frappe.throw(_("{0} is not enabled in {1}").format(frappe.bold("Track Service Level Agreement"),
 				get_link_to_form("Support Settings", "Support Settings")))
 
-		if self.default_service_level_agreement and frappe.db.exists("Service Level Agreement", \
-			{"document_type": self.document_type, "default_service_level_agreement": "1", "name": ["!=", self.name]}):
-
+		if self.default_service_level_agreement and frappe.db.exists("Service Level Agreement", {
+			"document_type": self.document_type,
+			"default_service_level_agreement": "1",
+			"name": ["!=", self.name]
+		}):
 			frappe.throw(_("Default Service Level Agreement for {0} already exists.").format(self.document_type))
 
 		if self.start_date and self.end_date:
 			self.validate_from_to_dates(self.start_date, self.end_date)
 
-		if self.entity_type and self.entity and frappe.db.exists("Service Level Agreement", {"entity_type": self.entity_type, \
-			"entity": self.entity, "name": ["!=", self.name]}):
-
-			frappe.throw(_("Service Level Agreement for {0} {1} already exists.").format(frappe.bold(self.entity_type), \
-				frappe.bold(self.entity)))
+		if self.entity_type and self.entity and frappe.db.exists("Service Level Agreement", {
+			"entity_type": self.entity_type,
+			"entity": self.entity,
+			"name": ["!=", self.name]
+		}):
+			frappe.throw(_("Service Level Agreement for {0} {1} already exists.").format(
+				frappe.bold(self.entity_type), frappe.bold(self.entity)))
 
 	def validate_status_field(self):
 		meta = frappe.get_meta(self.document_type)
@@ -381,7 +385,9 @@ def get_expected_time_for(parameter, service_level, start_date_time):
 			time_left_today = time_diff_in_seconds(end_time, start_time)
 
 			# no time left for support today
-			if time_left_today <= 0: pass
+			if time_left_today <= 0:
+				pass
+
 			elif allotted_seconds:
 				if time_left_today >= allotted_seconds:
 					expected_time = datetime.combine(getdate(current_date_time), get_time(start_time))
@@ -589,7 +595,7 @@ def handle_hold_time(doc, meta, status):
 
 
 def get_service_level_agreement_fields():
-	return  [
+	return [
 		{
 			"collapsible": 1,
 			"fieldname": "service_level_section",

From a350dbe17ba030053663177ad9311218e78a6c3c Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Wed, 26 May 2021 18:38:04 +0530
Subject: [PATCH 36/49] fix: add code lost in merge conflict resolution

---
 erpnext/public/js/utils.js                    | 170 ++++++++----------
 erpnext/support/doctype/issue/issue.js        |  31 ++++
 .../service_level_agreement.js                |   4 +-
 .../service_level_agreement.py                |   6 +-
 4 files changed, 116 insertions(+), 95 deletions(-)

diff --git a/erpnext/public/js/utils.js b/erpnext/public/js/utils.js
index 2a5f737b1694..0c8582c51b54 100755
--- a/erpnext/public/js/utils.js
+++ b/erpnext/public/js/utils.js
@@ -754,103 +754,91 @@ $(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) {
-				$.each(r.message, function(_i, d) {
-					frappe.ui.form.on(d, {
-						onload: function(frm) {
-							if (frm.doc.service_level_agreement) {
-								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.agreement_status === 'Ongoing') {
-								if (frm.doc.service_level_agreement) {
-									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.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],
+											}
+										};
 									});
 								}
+							}
+						});
+					},
 
-								frm.add_custom_button(__('Close'), function () {
-									frm.set_value('status', 'Closed');
-									frm.save();
-								});
-
-							} 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>'
-									);
+					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);
+									}
 								}
-
-								frm.add_custom_button(__('Reopen'), function () {
-									frm.set_value('status', 'Open');
-									frm.save();
-								});
-							}
-						},
-					});
+							});
+						} 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>'
+							);
+						}
+					},
 				});
-			}
+			});
 		}
 	});
 });
diff --git a/erpnext/support/doctype/issue/issue.js b/erpnext/support/doctype/issue/issue.js
index 78d1eadfbd45..9ac1efa268d0 100644
--- a/erpnext/support/doctype/issue/issue.js
+++ b/erpnext/support/doctype/issue/issue.js
@@ -8,6 +8,37 @@ frappe.ui.form.on("Issue", {
 				}
 			};
 		});
+
+		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);
+				}
+			});
+
+		// buttons
+		if (frm.doc.status !== "Closed") {
+			frm.add_custom_button(__("Close"), function() {
+				frm.set_value("status", "Closed");
+				frm.save();
+			});
+
+			frm.add_custom_button(__("Task"), function() {
+				frappe.model.open_mapped_doc({
+					method: "erpnext.support.doctype.issue.issue.make_task",
+					frm: frm
+				});
+			}, __("Create"));
+
+		} else {
+			frm.add_custom_button(__("Reopen"), function() {
+				frm.set_value("status", "Open");
+				frm.save();
+			});
+		}
 	},
 
 	reset_service_level_agreement: function(frm) {
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
index 41fab03060e6..f9189856ea37 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
@@ -19,7 +19,9 @@ frappe.ui.form.on('Service Level Agreement', {
 				let statuses = frappe.meta.get_docfield(frm.doc.document_type, 'status', frm.doc.name).options;
 				statuses = statuses.split('\n');
 				allow_statuses = statuses.filter((status) => !exclude_statuses.includes(status));
-				frappe.meta.get_docfield('Pause SLA On Status', 'status', frm.doc.name).options = [''].concat(allow_statuses);
+				frm.fields_dict.pause_sla_on.grid.update_docfield_property(
+					'status', 'options', [''].concat(allow_statuses)
+				);
 			});
 		}
 
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 4a51104c3879..c7c8bf3009dc 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -8,7 +8,7 @@
 from frappe import _
 from frappe.core.utils import get_parent_doc
 from frappe.utils import time_diff_in_seconds, getdate, get_weekdays, add_to_date, get_time, get_datetime, \
-	get_time_zone, to_timedelta, get_datetime_str, get_link_to_form
+	get_time_zone, to_timedelta, get_datetime_str, get_link_to_form, cint
 from datetime import datetime
 from erpnext.support.doctype.issue.issue import get_holidays
 
@@ -711,8 +711,8 @@ def update_agreement_status(doc, meta):
 		doc.service_level_agreement and doc.agreement_status == "Ongoing":
 
 		if meta.has_field("response_by_variance") and meta.has_field("resolution_by_variance"):
-			if frappe.db.get_value(doc.doctype, doc.name, "response_by_variance") < 0 or \
-				frappe.db.get_value(doc.doctype, doc.name, "resolution_by_variance") < 0:
+			if cint(frappe.db.get_value(doc.doctype, doc.name, "response_by_variance")) < 0 or \
+				cint(frappe.db.get_value(doc.doctype, doc.name, "resolution_by_variance")) < 0:
 
 				doc.agreement_status = "Failed"
 			else:

From ce331df2c891871bbd9c1e6b171da9601519af51 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Thu, 27 May 2021 00:04:29 +0530
Subject: [PATCH 37/49] feat: Ability to configure SLA Fulfilled On statuses

---
 erpnext/hooks.py                              |  1 -
 erpnext/patches/v13_0/add_doctype_to_sla.py   |  6 +++-
 .../service_level_agreement.js                | 10 +++++-
 .../service_level_agreement.json              | 17 +++++++---
 .../service_level_agreement.py                | 28 ++++++++++-------
 .../sla_fulfilled_on_status/__init__.py       |  0
 .../sla_fulfilled_on_status.json              | 31 +++++++++++++++++++
 .../sla_fulfilled_on_status.py                |  8 +++++
 8 files changed, 82 insertions(+), 19 deletions(-)
 create mode 100644 erpnext/support/doctype/sla_fulfilled_on_status/__init__.py
 create mode 100644 erpnext/support/doctype/sla_fulfilled_on_status/sla_fulfilled_on_status.json
 create mode 100644 erpnext/support/doctype/sla_fulfilled_on_status/sla_fulfilled_on_status.py

diff --git a/erpnext/hooks.py b/erpnext/hooks.py
index 22458eb4a7b3..b2c40afabff2 100644
--- a/erpnext/hooks.py
+++ b/erpnext/hooks.py
@@ -334,7 +334,6 @@
 		"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.stock.doctype.repost_item_valuation.repost_item_valuation.repost_entries",
 		"erpnext.support.doctype.service_level_agreement.service_level_agreement.set_service_level_agreement_variance"
diff --git a/erpnext/patches/v13_0/add_doctype_to_sla.py b/erpnext/patches/v13_0/add_doctype_to_sla.py
index a62eea112fa9..8566c78e3215 100644
--- a/erpnext/patches/v13_0/add_doctype_to_sla.py
+++ b/erpnext/patches/v13_0/add_doctype_to_sla.py
@@ -12,4 +12,8 @@ def execute():
 		rename_field('Service Level Agreement', 'enable', 'enabled')
 
 	for sla in frappe.get_all('Service Level Agreement'):
-		frappe.db.set_value('Service Level Agreement', sla.name, 'document_type', 'Issue')
\ No newline at end of file
+		agreement = frappe.get_doc('Service Level Agreement', sla.name)
+		agreement.document_type = 'Issue'
+		agreement.append('sla_fulfilled_on', {'status': 'Resolved'})
+		agreement.append('sla_fulfilled_on', {'status': 'Closed'})
+		agreement.save()
\ No newline at end of file
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
index f9189856ea37..66af140e873b 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
@@ -22,6 +22,10 @@ frappe.ui.form.on('Service Level Agreement', {
 				frm.fields_dict.pause_sla_on.grid.update_docfield_property(
 					'status', 'options', [''].concat(allow_statuses)
 				);
+
+				frm.fields_dict.sla_fulfilled_on.grid.update_docfield_property(
+					'status', 'options', [''].concat(statuses)
+				);
 			});
 		}
 
@@ -30,10 +34,14 @@ frappe.ui.form.on('Service Level Agreement', {
 
 	onload: function(frm) {
 		frm.set_query("document_type", function() {
+			let invalid_doctypes = frappe.model.core_doctypes_list;
+			invalid_doctypes.push(frm.doc.doctype, 'Cost Center', 'Company');
+
 			return {
 				filters: [
 					['DocType', 'issingle', '=', 0],
-					['DocType', 'name', 'not in', frappe.model.core_doctypes_list],
+					['DocType', 'istable', '=', 0],
+					['DocType', 'name', 'not in', invalid_doctypes],
 					['DocType', 'module', 'not in', ["Email", "Core", "Custom", "Event Streaming", "Social", "Data Migration", "Geo", "Desk"]]
 				]
 			};
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
index d88582ecbd6b..04bd8d3302f4 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
@@ -23,7 +23,8 @@
   "column_break_7",
   "end_date",
   "section_break_18",
-  "pause_sla_on_section",
+  "status_details",
+  "sla_fulfilled_on",
   "pause_sla_on",
   "response_and_resolution_time_section",
   "priorities",
@@ -147,7 +148,7 @@
   {
    "fieldname": "pause_sla_on",
    "fieldtype": "Table",
-   "label": "Pause SLA On",
+   "label": "SLA Paused On",
    "options": "Pause SLA On Status"
   },
   {
@@ -164,13 +165,19 @@
    "label": "Enabled"
   },
   {
-   "fieldname": "pause_sla_on_section",
+   "fieldname": "status_details",
    "fieldtype": "Section Break",
-   "label": "Pause SLA On"
+   "label": "Status Details"
+  },
+  {
+   "fieldname": "sla_fulfilled_on",
+   "fieldtype": "Table",
+   "label": "SLA Fulfilled On",
+   "options": "SLA Fulfilled On Status"
   }
  ],
  "links": [],
- "modified": "2020-11-09 23:52:04.126930",
+ "modified": "2021-05-26 21:14:48.520555",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Level Agreement",
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index c7c8bf3009dc..d8644bd8206a 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -141,7 +141,7 @@ def create_docfields(self, meta, service_level_agreement_fields):
 				}).insert(ignore_permissions=True)
 			else:
 				existing_field = meta.get_field(field.get("fieldname"))
-				self.reset_field_properties(existing_field, field)
+				self.reset_field_properties(existing_field, "DocField", field)
 
 	def create_custom_fields(self, meta, service_level_agreement_fields):
 		for field in service_level_agreement_fields:
@@ -162,9 +162,9 @@ def create_custom_fields(self, meta, service_level_agreement_fields):
 				}).insert(ignore_permissions=True)
 			else:
 				existing_field = meta.get_field(field.get("fieldname"))
-				self.reset_field_properties(existing_field, field)
+				self.reset_field_properties(existing_field, "Custom Field", field)
 
-	def reset_field_properties(self, field, sla_field):
+	def reset_field_properties(self, field, field_dt, sla_field):
 		field = frappe.get_doc(field.doctype, field.name)
 		field.label = sla_field.get("label")
 		field.fieldname = sla_field.get("fieldname")
@@ -329,16 +329,22 @@ def update_status(doc, from_db, meta):
 			from_db.status == "Open" and not doc.first_responded_on:
 			doc.first_responded_on = frappe.flags.current_time or now_datetime(doc.get("owner"))
 
-		if doc.status in ["Resolved", "Closed"] and from_db.status not in ["Resolved", "Closed"]:
-			if meta.has_field("resolution_date"):
-				doc.resolution_date = frappe.flags.current_time or now_datetime(doc.get("owner"))
+		if meta.has_field("service_level_agreement") and doc.service_level_agreement:
+			# mark sla status as fulfilled based on the configuration
+			fulfillment_statuses = [entry.status for entry in frappe.db.get_all("SLA Fulfilled On Status", filters={
+				"parent": doc.service_level_agreement
+			}, fields=["status"])]
+
+			if doc.status in fulfillment_statuses and from_db.status not in fulfillment_statuses:
+				if meta.has_field("resolution_date"):
+					doc.resolution_date = frappe.flags.current_time or now_datetime(doc.get("owner"))
 
-			if meta.has_field("agreement_status") and from_db.agreement_status == "Ongoing":
-				set_service_level_agreement_variance(doc.doctype, doc.name)
-				update_agreement_status(doc, meta)
+				if meta.has_field("agreement_status") and from_db.agreement_status == "Ongoing":
+					set_service_level_agreement_variance(doc.doctype, doc.name)
+					update_agreement_status(doc, meta)
 
-			set_resolution_time(doc, meta)
-			set_user_resolution_time(doc, meta)
+				set_resolution_time(doc, meta)
+				set_user_resolution_time(doc, meta)
 
 		if doc.status == "Open" and from_db.status != "Open":
 			# if no date, it should be set as None and not a blank string "", as per mysql strict config
diff --git a/erpnext/support/doctype/sla_fulfilled_on_status/__init__.py b/erpnext/support/doctype/sla_fulfilled_on_status/__init__.py
new file mode 100644
index 000000000000..e69de29bb2d1
diff --git a/erpnext/support/doctype/sla_fulfilled_on_status/sla_fulfilled_on_status.json b/erpnext/support/doctype/sla_fulfilled_on_status/sla_fulfilled_on_status.json
new file mode 100644
index 000000000000..87124deaf8ba
--- /dev/null
+++ b/erpnext/support/doctype/sla_fulfilled_on_status/sla_fulfilled_on_status.json
@@ -0,0 +1,31 @@
+{
+ "actions": [],
+ "creation": "2021-05-26 21:11:29.176369",
+ "doctype": "DocType",
+ "editable_grid": 1,
+ "engine": "InnoDB",
+ "field_order": [
+  "status"
+ ],
+ "fields": [
+  {
+   "fieldname": "status",
+   "fieldtype": "Select",
+   "in_list_view": 1,
+   "label": "Status",
+   "reqd": 1
+  }
+ ],
+ "istable": 1,
+ "links": [],
+ "modified": "2021-05-26 21:11:29.176369",
+ "modified_by": "Administrator",
+ "module": "Support",
+ "name": "SLA Fulfilled On Status",
+ "owner": "Administrator",
+ "permissions": [],
+ "quick_entry": 1,
+ "sort_field": "modified",
+ "sort_order": "DESC",
+ "track_changes": 1
+}
\ No newline at end of file
diff --git a/erpnext/support/doctype/sla_fulfilled_on_status/sla_fulfilled_on_status.py b/erpnext/support/doctype/sla_fulfilled_on_status/sla_fulfilled_on_status.py
new file mode 100644
index 000000000000..b0b5ffc81651
--- /dev/null
+++ b/erpnext/support/doctype/sla_fulfilled_on_status/sla_fulfilled_on_status.py
@@ -0,0 +1,8 @@
+# Copyright (c) 2021, Frappe Technologies Pvt. Ltd. and contributors
+# For license information, please see license.txt
+
+# import frappe
+from frappe.model.document import Document
+
+class SLAFulfilledOnStatus(Document):
+	pass

From ab616e2a80a8ef49a36bc9bf15075f4dced1764a Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Fri, 28 May 2021 11:01:15 +0530
Subject: [PATCH 38/49] fix: tests

---
 .../service_level_agreement/service_level_agreement.js   | 9 +++++++--
 .../service_level_agreement/service_level_agreement.json | 8 ++++----
 .../service_level_agreement/service_level_agreement.py   | 3 ++-
 .../test_service_level_agreement.py                      | 8 +++++---
 4 files changed, 18 insertions(+), 10 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
index 66af140e873b..ed8fe4f652ac 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
@@ -12,19 +12,24 @@ frappe.ui.form.on('Service Level Agreement', {
 
 	fetch_status_fields: function(frm) {
 		let allow_statuses = [];
-		const exclude_statuses = ['Open', 'Closed'];
+		let exclude_statuses = [];
 
 		if (frm.doc.document_type) {
 			frappe.model.with_doctype(frm.doc.document_type, () => {
 				let statuses = frappe.meta.get_docfield(frm.doc.document_type, 'status', frm.doc.name).options;
 				statuses = statuses.split('\n');
+
+				exclude_statuses = ['Open', 'Closed'];
 				allow_statuses = statuses.filter((status) => !exclude_statuses.includes(status));
+
 				frm.fields_dict.pause_sla_on.grid.update_docfield_property(
 					'status', 'options', [''].concat(allow_statuses)
 				);
 
+				exclude_statuses = ['Open', 'Replied'];
+				allow_statuses = statuses.filter((status) => !exclude_statuses.includes(status));
 				frm.fields_dict.sla_fulfilled_on.grid.update_docfield_property(
-					'status', 'options', [''].concat(statuses)
+					'status', 'options', [''].concat(allow_statuses)
 				);
 			});
 		}
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
index 04bd8d3302f4..73f5c320e653 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
@@ -81,12 +81,11 @@
   {
    "fieldname": "support_and_resolution_section_break",
    "fieldtype": "Section Break",
-   "label": "Support Hours"
+   "label": "Working Hours"
   },
   {
    "fieldname": "support_and_resolution",
    "fieldtype": "Table",
-   "label": "Support and Resolution",
    "options": "Service Day",
    "reqd": 1
   },
@@ -173,11 +172,12 @@
    "fieldname": "sla_fulfilled_on",
    "fieldtype": "Table",
    "label": "SLA Fulfilled On",
-   "options": "SLA Fulfilled On Status"
+   "options": "SLA Fulfilled On Status",
+   "reqd": 1
   }
  ],
  "links": [],
- "modified": "2021-05-26 21:14:48.520555",
+ "modified": "2021-05-28 10:39:09.877198",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Level Agreement",
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index d8644bd8206a..ce7b5c92dbea 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -64,7 +64,8 @@ def check_support_and_resolution(self):
 			frappe.throw(_("Workday {0} has been repeated.").format(repeated_days))
 
 	def validate_doc(self):
-		if not frappe.db.get_single_value("Support Settings", "track_service_level_agreement") and self.enabled:
+		if self.enabled and self.document_type == "Issue" \
+			and not frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
 			frappe.throw(_("{0} is not enabled in {1}").format(frappe.bold("Track Service Level Agreement"),
 				get_link_to_form("Support Settings", "Support Settings")))
 
diff --git a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
index dab49c77ad82..7886e80a334d 100644
--- a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
@@ -111,10 +111,12 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list
 				"resolution_time_period": "Hour",
 			}
 		],
+		"sla_fulfilled_on": [
+			{"status": "Resolved"},
+			{"status": "Closed"}
+		],
 		"pause_sla_on": [
-			{
-				"status": "Replied"
-			}
+			{"status": "Replied"}
 		],
 		"support_and_resolution": [
 			{

From 352f0cde724221e4012156927dc96d62915cd2f6 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Sat, 29 May 2021 12:20:49 +0530
Subject: [PATCH 39/49] test: added more tests for SLA

- custom field creation for SLA on standard dt

- docfield creation for SLA on custom dt

- SLA application

- hold time calculation
---
 .../service_level_agreement.py                |  14 +-
 .../test_service_level_agreement.py           | 175 +++++++++++++++++-
 2 files changed, 174 insertions(+), 15 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index ce7b5c92dbea..70e7d5805240 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -166,7 +166,7 @@ def create_custom_fields(self, meta, service_level_agreement_fields):
 				self.reset_field_properties(existing_field, "Custom Field", field)
 
 	def reset_field_properties(self, field, field_dt, sla_field):
-		field = frappe.get_doc(field.doctype, field.name)
+		field = frappe.get_doc(field_dt, {"fieldname": field.fieldname})
 		field.label = sla_field.get("label")
 		field.fieldname = sla_field.get("fieldname")
 		field.fieldtype = sla_field.get("fieldtype")
@@ -193,7 +193,7 @@ def check_agreement_status():
 
 
 def get_active_service_level_agreement_for(doctype, priority, customer=None, service_level_agreement=None):
-	if not frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
+	if doctype == "Issue" and not frappe.db.get_single_value("Support Settings", "track_service_level_agreement"):
 		return
 
 	filters = [
@@ -294,6 +294,11 @@ def apply(doc, method=None):
 	if not service_level_agreement:
 		return
 
+	if frappe.db.exists(doc.doctype, doc.name):
+		from_db = frappe.get_doc(doc.doctype, doc.name)
+	else:
+		from_db = frappe._dict({})
+
 	meta = frappe.get_meta(doc.doctype)
 
 	if meta.has_field("customer") and service_level_agreement.customer and doc.get("customer") and \
@@ -316,11 +321,6 @@ def apply(doc, method=None):
 	set_response_by_and_variance(doc, meta, start_date_time, priority)
 	set_resolution_by_and_variance(doc, meta, start_date_time, priority)
 
-	if frappe.db.exists(doc.doctype, doc.name):
-		from_db = frappe.get_doc(doc.doctype, doc.name)
-	else:
-		from_db = frappe._dict({})
-
 	update_status(doc, from_db, meta)
 
 
diff --git a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
index 7886e80a334d..dddce75b75f5 100644
--- a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
@@ -5,12 +5,16 @@
 
 import frappe
 import unittest
+import datetime
+from frappe.utils import flt
 from erpnext.support.doctype.issue_priority.test_issue_priority import make_priorities
+from erpnext.support.doctype.service_level_agreement.service_level_agreement import get_service_level_agreement_fields
 
 class TestServiceLevelAgreement(unittest.TestCase):
 	def setUp(self):
 		frappe.db.sql("delete from `tabService Level Agreement`")
 		frappe.db.set_value("Support Settings", None, "track_service_level_agreement", 1)
+		frappe.db.sql("delete from `tabLead`")
 
 	def test_service_level_agreement(self):
 		# Default Service Level Agreement
@@ -60,9 +64,111 @@ def test_service_level_agreement(self):
 		self.assertEqual(create_territory_service_level_agreement.entity, get_territory_service_level_agreement.entity)
 		self.assertEqual(create_territory_service_level_agreement.default_service_level_agreement, get_territory_service_level_agreement.default_service_level_agreement)
 
-def get_service_level_agreement(default_service_level_agreement=None, entity_type=None, entity=None):
+	def test_custom_field_creation_for_sla_on_standard_dt(self):
+		# Default Service Level Agreement
+		doctype = "Lead"
+		lead_sla = create_service_level_agreement(
+			default_service_level_agreement=1,
+			holiday_list="__Test Holiday List",
+			entity_type=None, entity=None,
+			response_time=14400, resolution_time=21600,
+			doctype=doctype
+		)
+
+		# check default SLA for lead
+		default_sla = get_service_level_agreement(default_service_level_agreement=1, doctype=doctype)
+		self.assertEqual(lead_sla.name, default_sla.name)
+
+		# check SLA custom fields created for leads
+		sla_fields = get_service_level_agreement_fields()
+		meta = frappe.get_meta(doctype)
+
+		for field in sla_fields:
+			self.assertTrue(meta.has_field(field.get("fieldname")))
+
+	def test_docfield_creation_for_sla_on_custom_dt(self):
+		doctype = create_custom_doctype()
+		sla = create_service_level_agreement(
+			default_service_level_agreement=1,
+			holiday_list="__Test Holiday List",
+			entity_type=None, entity=None,
+			response_time=14400, resolution_time=21600,
+			doctype=doctype.name
+		)
+
+		# check default SLA for custom dt
+		default_sla = get_service_level_agreement(default_service_level_agreement=1, doctype=doctype.name)
+		self.assertEqual(sla.name, sla.name)
+
+		# check SLA docfields created
+		sla_fields = get_service_level_agreement_fields()
+		meta = frappe.get_meta(doctype.name)
+
+		for field in sla_fields:
+			self.assertTrue(meta.has_field(field.get("fieldname")))
+
+	def test_sla_application(self):
+		# Default Service Level Agreement
+		doctype = "Lead"
+		lead_sla = create_service_level_agreement(
+			default_service_level_agreement=1,
+			holiday_list="__Test Holiday List",
+			entity_type=None, entity=None,
+			response_time=14400, resolution_time=21600,
+			doctype=doctype,
+			sla_fulfilled_on=[{"status": "Converted"}]
+		)
+
+		# make lead with default SLA
+		creation = datetime.datetime(2019, 3, 4, 12, 0)
+		lead = make_lead(creation=creation, index=1)
+
+		self.assertEqual(lead.service_level_agreement, lead_sla.name)
+		self.assertEqual(lead.response_by, datetime.datetime(2019, 3, 4, 16, 0))
+		self.assertEqual(lead.resolution_by, datetime.datetime(2019, 3, 4, 18, 0))
+
+		frappe.flags.current_time = datetime.datetime(2019, 3, 4, 15, 0)
+		lead.reload()
+		lead.status = 'Converted'
+		lead.save()
+
+		self.assertEqual(lead.agreement_status, 'Fulfilled')
+
+	def test_hold_time(self):
+		doctype = "Lead"
+		lead_sla = create_service_level_agreement(
+			default_service_level_agreement=1,
+			holiday_list="__Test Holiday List",
+			entity_type=None, entity=None,
+			response_time=14400, resolution_time=21600,
+			doctype=doctype,
+			sla_fulfilled_on=[{"status": "Converted"}]
+		)
+
+		creation = datetime.datetime(2020, 3, 4, 4, 0)
+		lead = make_lead(creation, index=2)
+
+		frappe.flags.current_time = datetime.datetime(2020, 3, 4, 4, 15)
+		lead.reload()
+		lead.status = 'Replied'
+		lead.save()
+
+		lead.reload()
+		self.assertEqual(lead.on_hold_since, frappe.flags.current_time)
+
+		frappe.flags.current_time = datetime.datetime(2020, 3, 4, 5, 5)
+		lead.reload()
+		lead.status = 'Converted'
+		lead.save()
+
+		lead.reload()
+		self.assertEqual(flt(lead.total_hold_time, 2), 3000)
+		self.assertEqual(lead.resolution_by, datetime.datetime(2020, 3, 4, 16, 50))
+
+
+def get_service_level_agreement(default_service_level_agreement=None, entity_type=None, entity=None, doctype="Issue"):
 	if default_service_level_agreement:
-		filters = {"default_service_level_agreement": default_service_level_agreement}
+		filters = {"default_service_level_agreement": default_service_level_agreement, "document_type": doctype}
 	else:
 		filters = {"entity_type": entity_type, "entity": entity}
 
@@ -70,15 +176,21 @@ def get_service_level_agreement(default_service_level_agreement=None, entity_typ
 	return service_level_agreement
 
 def create_service_level_agreement(default_service_level_agreement, holiday_list, response_time, entity_type,
-	entity, resolution_time):
+	entity, resolution_time, doctype="Issue", sla_fulfilled_on=[]):
 
 	make_holiday_list()
 	make_priorities()
 
+	if not sla_fulfilled_on:
+		sla_fulfilled_on = [
+			{"status": "Resolved"},
+			{"status": "Closed"}
+		]
+
 	service_level_agreement = frappe.get_doc({
 		"doctype": "Service Level Agreement",
 		"enabled": 1,
-		"document_type": "Issue",
+		"document_type": doctype,
 		"service_level": "__Test Service Level",
 		"default_service_level_agreement": default_service_level_agreement,
 		"default_priority": "Medium",
@@ -111,10 +223,7 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list
 				"resolution_time_period": "Hour",
 			}
 		],
-		"sla_fulfilled_on": [
-			{"status": "Resolved"},
-			{"status": "Closed"}
-		],
+		"sla_fulfilled_on": sla_fulfilled_on,
 		"pause_sla_on": [
 			{"status": "Replied"}
 		],
@@ -254,3 +363,53 @@ def make_holiday_list():
 				},
 			]
 		}).insert()
+
+def create_custom_doctype():
+	if not frappe.db.exists("DocType", "Test SLA on Custom Dt"):
+		doc = frappe.get_doc({
+				"doctype": "DocType",
+				"module": "Support",
+				"custom": 1,
+				"fields": [{
+					"label": "Date",
+					"fieldname": "date",
+					"fieldtype": "Date"
+				},
+				{
+					"label": "Description",
+					"fieldname": "desc",
+					"fieldtype": "Long Text"
+				},
+				{
+					"label": "Email ID",
+					"fieldname": "email_id",
+					"fieldtype": "Link",
+					"options": "Customer"
+				},
+				{
+					"label": "Status",
+					"fieldname": "status",
+					"fieldtype": "Select",
+					"options": "Open\nReplied\nClosed"
+				}],
+				"permissions": [{
+					"role": "System Manager",
+					"read": 1,
+					"write": 1
+				}],
+				"name": "Test SLA on Custom Dt",
+			})
+		doc.insert()
+		return doc
+	else:
+		return frappe.get_doc("DocType", "Test SLA on Custom Dt")
+
+def make_lead(creation=None, index=0):
+	return frappe.get_doc({
+		"doctype": "Lead",
+		"email_id": "test_lead1@example{0}.com".format(index),
+		"lead_name": "_Test Lead {0}".format(index),
+		"status": "Open",
+		"creation": creation,
+		"service_level_agreement_creation": creation
+	}).insert(ignore_permissions=True)
\ No newline at end of file

From 4db87cda412b30b1c078fe622d7ac374225086ce Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Sat, 29 May 2021 12:27:12 +0530
Subject: [PATCH 40/49] fix: sider

---
 .../test_service_level_agreement.py           | 50 ++++++++++---------
 1 file changed, 26 insertions(+), 24 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
index dddce75b75f5..720a1158c0df 100644
--- a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
@@ -98,7 +98,7 @@ def test_docfield_creation_for_sla_on_custom_dt(self):
 
 		# check default SLA for custom dt
 		default_sla = get_service_level_agreement(default_service_level_agreement=1, doctype=doctype.name)
-		self.assertEqual(sla.name, sla.name)
+		self.assertEqual(sla.name, default_sla.name)
 
 		# check SLA docfields created
 		sla_fields = get_service_level_agreement_fields()
@@ -136,7 +136,7 @@ def test_sla_application(self):
 
 	def test_hold_time(self):
 		doctype = "Lead"
-		lead_sla = create_service_level_agreement(
+		create_service_level_agreement(
 			default_service_level_agreement=1,
 			holiday_list="__Test Holiday List",
 			entity_type=None, entity=None,
@@ -370,28 +370,30 @@ def create_custom_doctype():
 				"doctype": "DocType",
 				"module": "Support",
 				"custom": 1,
-				"fields": [{
-					"label": "Date",
-					"fieldname": "date",
-					"fieldtype": "Date"
-				},
-				{
-					"label": "Description",
-					"fieldname": "desc",
-					"fieldtype": "Long Text"
-				},
-				{
-					"label": "Email ID",
-					"fieldname": "email_id",
-					"fieldtype": "Link",
-					"options": "Customer"
-				},
-				{
-					"label": "Status",
-					"fieldname": "status",
-					"fieldtype": "Select",
-					"options": "Open\nReplied\nClosed"
-				}],
+				"fields": [
+					{
+						"label": "Date",
+						"fieldname": "date",
+						"fieldtype": "Date"
+					},
+					{
+						"label": "Description",
+						"fieldname": "desc",
+						"fieldtype": "Long Text"
+					},
+					{
+						"label": "Email ID",
+						"fieldname": "email_id",
+						"fieldtype": "Link",
+						"options": "Customer"
+					},
+					{
+						"label": "Status",
+						"fieldname": "status",
+						"fieldtype": "Select",
+						"options": "Open\nReplied\nClosed"
+					}
+				],
 				"permissions": [{
 					"role": "System Manager",
 					"read": 1,

From ee5c60a30fa08b2ed7eb9218e02739ad85ce13b0 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Sat, 29 May 2021 13:19:51 +0530
Subject: [PATCH 41/49] refactor: shorter functions for sla application

---
 .../service_level_agreement.py                | 71 +++++++++++--------
 1 file changed, 43 insertions(+), 28 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 70e7d5805240..225f535532bb 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -103,6 +103,10 @@ def get_service_level_agreement_priority(self, priority):
 		})
 
 	def before_insert(self):
+		# no need to set up SLA fields for Issue dt as they are standard fields in Issue
+		if self.document_type == "Issue":
+			return
+
 		service_level_agreement_fields = get_service_level_agreement_fields()
 		meta = frappe.get_meta(self.document_type)
 
@@ -200,22 +204,19 @@ def get_active_service_level_agreement_for(doctype, priority, customer=None, ser
 		["Service Level Agreement", "document_type", "=", doctype],
 		["Service Level Agreement", "enabled", "=", 1]
 	]
-
 	if priority:
 		filters.append(["Service Level Priority", "priority", "=", priority])
 
 	or_filters = []
-
-	if customer:
-		or_filters.append(
-			["Service Level Agreement", "entity", "in", [customer, get_customer_group(customer), get_customer_territory(customer)]]
-		)
-
 	if service_level_agreement:
 		or_filters = [
 			["Service Level Agreement", "name", "=", service_level_agreement],
 		]
 
+	if customer:
+		or_filters.append(
+			["Service Level Agreement", "entity", "in", [customer, get_customer_group(customer), get_customer_territory(customer)]]
+		)
 	or_filters.append(["Service Level Agreement", "default_service_level_agreement", "=", 1])
 
 	agreement = frappe.get_all("Service Level Agreement", filters=filters, or_filters=or_filters,
@@ -294,6 +295,10 @@ def apply(doc, method=None):
 	if not service_level_agreement:
 		return
 
+	set_sla_properties(doc, service_level_agreement)
+
+
+def set_sla_properties(doc, service_level_agreement):
 	if frappe.db.exists(doc.doctype, doc.name):
 		from_db = frappe.get_doc(doc.doctype, doc.name)
 	else:
@@ -359,25 +364,11 @@ def update_status(doc, from_db, meta):
 def get_expected_time_for(parameter, service_level, start_date_time):
 	current_date_time = start_date_time
 	expected_time = current_date_time
-	start_time = None
-	end_time = None
-
-	if parameter == "response":
-		allotted_seconds = service_level.get("response_time")
-	elif parameter == "resolution":
-		allotted_seconds = service_level.get("resolution_time")
-	else:
-		frappe.throw(_("{0} parameter is invalid").format(parameter))
-
+	start_time = end_time = None
 	expected_time_is_set = 0
 
-	support_days = {}
-	for service in service_level.get("support_and_resolution"):
-		support_days[service.workday] = frappe._dict({
-			"start_time": service.start_time,
-			"end_time": service.end_time,
-		})
-
+	allotted_seconds = get_allotted_seconds(parameter, service_level)
+	support_days = get_support_days(service_level)
 	holidays = get_holidays(service_level.get("holiday_list"))
 	weekdays = get_weekdays()
 
@@ -385,12 +376,14 @@ def get_expected_time_for(parameter, service_level, start_date_time):
 		current_weekday = weekdays[current_date_time.weekday()]
 
 		if not is_holiday(current_date_time, holidays) and current_weekday in support_days:
-			start_time = current_date_time - datetime(current_date_time.year, current_date_time.month, current_date_time.day) \
-				if getdate(current_date_time) == getdate(start_date_time) and get_time_in_timedelta(current_date_time.time()) > support_days[current_weekday].start_time \
-				else support_days[current_weekday].start_time
+			if getdate(current_date_time) == getdate(start_date_time) \
+				and get_time_in_timedelta(current_date_time.time()) > support_days[current_weekday].start_time:
+				start_time = current_date_time - datetime(current_date_time.year, current_date_time.month, current_date_time.day)
+			else:
+				start_time = support_days[current_weekday].start_time
+
 			end_time = support_days[current_weekday].end_time
 			time_left_today = time_diff_in_seconds(end_time, start_time)
-
 			# no time left for support today
 			if time_left_today <= 0:
 				pass
@@ -414,6 +407,28 @@ def get_expected_time_for(parameter, service_level, start_date_time):
 	return current_date_time
 
 
+def get_allotted_seconds(parameter, service_level):
+	allotted_seconds = 0
+	if parameter == "response":
+		allotted_seconds = service_level.get("response_time")
+	elif parameter == "resolution":
+		allotted_seconds = service_level.get("resolution_time")
+	else:
+		frappe.throw(_("{0} parameter is invalid").format(parameter))
+
+	return allotted_seconds
+
+
+def get_support_days(service_level):
+	support_days = {}
+	for service in service_level.get("support_and_resolution"):
+		support_days[service.workday] = frappe._dict({
+			"start_time": service.start_time,
+			"end_time": service.end_time,
+		})
+	return support_days
+
+
 def set_service_level_agreement_variance(doctype, doc=None):
 
 	filters = {"status": "Open", "agreement_status": "Ongoing"}

From a37b0aaa085791026184b50e255710f4526959dc Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Sat, 29 May 2021 17:15:13 +0530
Subject: [PATCH 42/49] feat: Apply SLA for Resolution configuration

---
 erpnext/patches/v13_0/add_doctype_to_sla.py   |  1 +
 erpnext/public/js/utils.js                    | 43 +++++++++------
 .../service_level_agreement.js                | 13 ++++-
 .../service_level_agreement.json              | 19 ++++---
 .../service_level_agreement.py                | 55 +++++++++++++------
 .../test_service_level_agreement.py           |  5 +-
 .../service_level_priority.json               |  5 +-
 7 files changed, 93 insertions(+), 48 deletions(-)

diff --git a/erpnext/patches/v13_0/add_doctype_to_sla.py b/erpnext/patches/v13_0/add_doctype_to_sla.py
index 8566c78e3215..35407785ca9a 100644
--- a/erpnext/patches/v13_0/add_doctype_to_sla.py
+++ b/erpnext/patches/v13_0/add_doctype_to_sla.py
@@ -14,6 +14,7 @@ def execute():
 	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()
\ No newline at end of file
diff --git a/erpnext/public/js/utils.js b/erpnext/public/js/utils.js
index 0c8582c51b54..d8e46957aa3e 100755
--- a/erpnext/public/js/utils.js
+++ b/erpnext/public/js/utils.js
@@ -817,7 +817,7 @@ $(document).on('app_ready', function() {
 											'</div>'
 										);
 									} else {
-										set_time_to_resolve_and_response(frm);
+										set_time_to_resolve_and_response(frm, data.message.apply_sla_for_resolution);
 									}
 								}
 							});
@@ -843,29 +843,40 @@ $(document).on('app_ready', function() {
 	});
 });
 
-function set_time_to_resolve_and_response(frm) {
+function set_time_to_resolve_and_response(frm, apply_sla_for_resolution) {
 	frm.dashboard.clear_headline();
 
-	var time_to_respond = get_status(frm.doc.response_by_variance);
+	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);
 	}
 
-	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);
+	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>`
 	}
 
-	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>'
-	);
+	alert += '</div>'
+
+	frm.dashboard.set_headline_alert(alert);
 }
 
 function get_time_left(timestamp, agreement_status) {
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
index ed8fe4f652ac..5808d443f672 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
@@ -4,6 +4,7 @@
 frappe.ui.form.on('Service Level Agreement', {
 	refresh: function(frm) {
 		frm.trigger('fetch_status_fields');
+		frm.trigger('toggle_resolution_fields');
 	},
 
 	document_type: function(frm) {
@@ -26,7 +27,7 @@ frappe.ui.form.on('Service Level Agreement', {
 					'status', 'options', [''].concat(allow_statuses)
 				);
 
-				exclude_statuses = ['Open', 'Replied'];
+				exclude_statuses = ['Open'];
 				allow_statuses = statuses.filter((status) => !exclude_statuses.includes(status));
 				frm.fields_dict.sla_fulfilled_on.grid.update_docfield_property(
 					'status', 'options', [''].concat(allow_statuses)
@@ -37,6 +38,16 @@ frappe.ui.form.on('Service Level Agreement', {
 		frm.refresh_field('pause_sla_on');
 	},
 
+	apply_sla_for_resolution: function(frm) {
+		frm.trigger('toggle_resolution_fields');
+	},
+
+	toggle_resolution_fields: function(frm) {
+		frm.fields_dict.priorities.grid.set_column_disp('resolution_time', frm.doc.apply_sla_for_resolution);
+		frm.fields_dict.priorities.grid.toggle_reqd('resolution_time', frm.doc.apply_sla_for_resolution);
+		frm.fields_dict.priorities.grid.refresh();
+	},
+
 	onload: function(frm) {
 		frm.set_query("document_type", function() {
 			let invalid_doctypes = frappe.model.core_doctypes_list;
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
index 73f5c320e653..61ca3a334e4a 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.json
@@ -22,12 +22,12 @@
   "start_date",
   "column_break_7",
   "end_date",
-  "section_break_18",
+  "response_and_resolution_time_section",
+  "apply_sla_for_resolution",
+  "priorities",
   "status_details",
   "sla_fulfilled_on",
   "pause_sla_on",
-  "response_and_resolution_time_section",
-  "priorities",
   "support_and_resolution_section_break",
   "support_and_resolution"
  ],
@@ -139,11 +139,6 @@
    "options": "Issue Priority",
    "read_only": 1
   },
-  {
-   "fieldname": "section_break_18",
-   "fieldtype": "Section Break",
-   "hide_border": 1
-  },
   {
    "fieldname": "pause_sla_on",
    "fieldtype": "Table",
@@ -174,10 +169,16 @@
    "label": "SLA Fulfilled On",
    "options": "SLA Fulfilled On Status",
    "reqd": 1
+  },
+  {
+   "default": "1",
+   "fieldname": "apply_sla_for_resolution",
+   "fieldtype": "Check",
+   "label": "Apply SLA for Resolution Time"
   }
  ],
  "links": [],
- "modified": "2021-05-28 10:39:09.877198",
+ "modified": "2021-05-29 13:35:41.956849",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Level Agreement",
diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 225f535532bb..9a3dfdbbeb13 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -24,16 +24,19 @@ def check_priorities(self):
 
 		for priority in self.priorities:
 			# Check if response and resolution time is set for every priority
-			if not priority.response_time or not priority.resolution_time:
-				frappe.throw(_("Set Response Time and Resolution Time for Priority {0} in row {1}.").format(priority.priority, priority.idx))
+			if not priority.response_time:
+				frappe.throw(_("Set Response Time for Priority {0} in row {1}.").format(priority.priority, priority.idx))
 
-			priorities.append(priority.priority)
+			if self.apply_sla_for_resolution:
+				if not priority.resolution_time:
+					frappe.throw(_("Set Response Time for Priority {0} in row {1}.").format(priority.priority, priority.idx))
 
-			response = priority.response_time
-			resolution = priority.resolution_time
+				response = priority.response_time
+				resolution = priority.resolution_time
+				if response > resolution:
+					frappe.throw(_("Response Time for {0} priority in row {1} can't be greater than Resolution Time.").format(priority.priority, priority.idx))
 
-			if response > resolution:
-				frappe.throw(_("Response Time for {0} priority in row {1} can't be greater than Resolution Time.").format(priority.priority, priority.idx))
+			priorities.append(priority.priority)
 
 		# Check if repeated priority
 		if not len(set(priorities)) == len(priorities):
@@ -108,7 +111,7 @@ def before_insert(self):
 			return
 
 		service_level_agreement_fields = get_service_level_agreement_fields()
-		meta = frappe.get_meta(self.document_type)
+		meta = frappe.get_meta(self.document_type, cached=False)
 
 		if meta.custom:
 			self.create_docfields(meta, service_level_agreement_fields)
@@ -220,7 +223,7 @@ def get_active_service_level_agreement_for(doctype, priority, customer=None, ser
 	or_filters.append(["Service Level Agreement", "default_service_level_agreement", "=", 1])
 
 	agreement = frappe.get_all("Service Level Agreement", filters=filters, or_filters=or_filters,
-		fields=["name", "default_priority"])
+		fields=["name", "default_priority", "apply_sla_for_resolution"])
 
 	return agreement[0] if agreement else None
 
@@ -324,7 +327,8 @@ def set_sla_properties(doc, service_level_agreement):
 	start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
 
 	set_response_by_and_variance(doc, meta, start_date_time, priority)
-	set_resolution_by_and_variance(doc, meta, start_date_time, priority)
+	if service_level_agreement.apply_sla_for_resolution:
+		set_resolution_by_and_variance(doc, meta, start_date_time, priority)
 
 	update_status(doc, from_db, meta)
 
@@ -342,15 +346,19 @@ def update_status(doc, from_db, meta):
 			}, fields=["status"])]
 
 			if doc.status in fulfillment_statuses and from_db.status not in fulfillment_statuses:
-				if meta.has_field("resolution_date"):
+				apply_sla_for_resolution = frappe.db.get_value("Service Level Agreement", doc.service_level_agreement,
+					"apply_sla_for_resolution")
+
+				if apply_sla_for_resolution and meta.has_field("resolution_date"):
 					doc.resolution_date = frappe.flags.current_time or now_datetime(doc.get("owner"))
 
 				if meta.has_field("agreement_status") and from_db.agreement_status == "Ongoing":
 					set_service_level_agreement_variance(doc.doctype, doc.name)
 					update_agreement_status(doc, meta)
 
-				set_resolution_time(doc, meta)
-				set_user_resolution_time(doc, meta)
+				if apply_sla_for_resolution:
+					set_resolution_time(doc, meta)
+					set_user_resolution_time(doc, meta)
 
 		if doc.status == "Open" and from_db.status != "Open":
 			# if no date, it should be set as None and not a blank string "", as per mysql strict config
@@ -439,6 +447,8 @@ def set_service_level_agreement_variance(doctype, doc=None):
 	for entry in frappe.get_all(doctype, filters=filters):
 		current_doc = frappe.get_doc(doctype, entry.name)
 		current_time = frappe.flags.current_time or now_datetime(current_doc.get("owner"))
+		apply_sla_for_resolution = frappe.db.get_value("Service Level Agreement", current_doc.service_level_agreement,
+			"apply_sla_for_resolution")
 
 		if not current_doc.first_responded_on: # first_responded_on set when first reply is sent to customer
 			variance = round(time_diff_in_seconds(current_doc.response_by, current_time), 2)
@@ -447,7 +457,7 @@ def set_service_level_agreement_variance(doctype, doc=None):
 			if variance < 0:
 				frappe.db.set_value(current_doc.doctype, current_doc.name, "agreement_status", "Failed", update_modified=False)
 
-		if not current_doc.get("resolution_date"): # resolution_date set when issue has been closed
+		if apply_sla_for_resolution and not current_doc.get("resolution_date"): # resolution_date set when issue has been closed
 			variance = round(time_diff_in_seconds(current_doc.resolution_by, current_time), 2)
 			frappe.db.set_value(current_doc.doctype, current_doc.name, "resolution_by_variance", variance, update_modified=False)
 
@@ -732,10 +742,21 @@ def update_agreement_status(doc, meta):
 	if meta.has_field("service_level_agreement") and meta.has_field("agreement_status") and \
 		doc.service_level_agreement and doc.agreement_status == "Ongoing":
 
-		if meta.has_field("response_by_variance") and meta.has_field("resolution_by_variance"):
-			if cint(frappe.db.get_value(doc.doctype, doc.name, "response_by_variance")) < 0 or \
-				cint(frappe.db.get_value(doc.doctype, doc.name, "resolution_by_variance")) < 0:
+		apply_sla_for_resolution = frappe.db.get_value("Service Level Agreement", doc.service_level_agreement,
+			"apply_sla_for_resolution")
 
+		# if SLA is applied for resolution check for response and resolution, else only response
+		if apply_sla_for_resolution:
+			if meta.has_field("response_by_variance") and meta.has_field("resolution_by_variance"):
+				if cint(frappe.db.get_value(doc.doctype, doc.name, "response_by_variance")) < 0 or \
+					cint(frappe.db.get_value(doc.doctype, doc.name, "resolution_by_variance")) < 0:
+
+					doc.agreement_status = "Failed"
+				else:
+					doc.agreement_status = "Fulfilled"
+		else:
+			if meta.has_field("response_by_variance") and \
+				cint(frappe.db.get_value(doc.doctype, doc.name, "response_by_variance")) < 0:
 				doc.agreement_status = "Failed"
 			else:
 				doc.agreement_status = "Fulfilled"
diff --git a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
index 720a1158c0df..664dc122d531 100644
--- a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
@@ -102,7 +102,7 @@ def test_docfield_creation_for_sla_on_custom_dt(self):
 
 		# check SLA docfields created
 		sla_fields = get_service_level_agreement_fields()
-		meta = frappe.get_meta(doctype.name)
+		meta = frappe.get_meta(doctype.name, cached=False)
 
 		for field in sla_fields:
 			self.assertTrue(meta.has_field(field.get("fieldname")))
@@ -176,7 +176,7 @@ def get_service_level_agreement(default_service_level_agreement=None, entity_typ
 	return service_level_agreement
 
 def create_service_level_agreement(default_service_level_agreement, holiday_list, response_time, entity_type,
-	entity, resolution_time, doctype="Issue", sla_fulfilled_on=[]):
+	entity, resolution_time, doctype="Issue", sla_fulfilled_on=[], apply_sla_for_resolution=1):
 
 	make_holiday_list()
 	make_priorities()
@@ -199,6 +199,7 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list
 		"entity": entity,
 		"start_date": frappe.utils.getdate(),
 		"end_date": frappe.utils.add_to_date(frappe.utils.getdate(), days=100),
+		"apply_sla_for_resolution": 1,
 		"priorities": [
 			{
 				"priority": "Low",
diff --git a/erpnext/support/doctype/service_level_priority/service_level_priority.json b/erpnext/support/doctype/service_level_priority/service_level_priority.json
index c166ebbc7fe9..b415a3618a85 100644
--- a/erpnext/support/doctype/service_level_priority/service_level_priority.json
+++ b/erpnext/support/doctype/service_level_priority/service_level_priority.json
@@ -34,8 +34,7 @@
    "hide_days": 1,
    "hide_seconds": 1,
    "in_list_view": 1,
-   "label": "Resolution Time",
-   "reqd": 1
+   "label": "Resolution Time"
   },
   {
    "fieldname": "cb_00",
@@ -66,7 +65,7 @@
  ],
  "istable": 1,
  "links": [],
- "modified": "2020-07-06 13:29:20.183505",
+ "modified": "2021-05-29 14:24:28.643920",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Level Priority",

From 7bce2fee5f23d795f4440c05ce70fad4ce4eb84a Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Sat, 29 May 2021 17:21:23 +0530
Subject: [PATCH 43/49] fix: sider

---
 erpnext/public/js/utils.js | 6 +++---
 1 file changed, 3 insertions(+), 3 deletions(-)

diff --git a/erpnext/public/js/utils.js b/erpnext/public/js/utils.js
index d8e46957aa3e..db7c034596a6 100755
--- a/erpnext/public/js/utils.js
+++ b/erpnext/public/js/utils.js
@@ -857,7 +857,7 @@ function set_time_to_resolve_and_response(frm, apply_sla_for_resolution) {
 				<span class="indicator whitespace-nowrap ${time_to_respond.indicator}">
 					<span>Time to Respond: ${time_to_respond.diff_display}</span>
 				</span>
-			</div>`
+			</div>`;
 
 
 	if (apply_sla_for_resolution) {
@@ -871,10 +871,10 @@ function set_time_to_resolve_and_response(frm, apply_sla_for_resolution) {
 				<span class="indicator whitespace-nowrap ${time_to_resolve.indicator}">
 					<span>Time to Resolve: ${time_to_resolve.diff_display}</span>
 				</span>
-			</div>`
+			</div>`;
 	}
 
-	alert += '</div>'
+	alert += '</div>';
 
 	frm.dashboard.set_headline_alert(alert);
 }

From 981c23dbb320b0fb253b4d06d0ff37efbbdab290 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Sat, 29 May 2021 19:46:38 +0530
Subject: [PATCH 44/49] test: apply SLA for resolution disabled

---
 .../service_level_agreement.py                | 15 ++-
 .../test_service_level_agreement.py           | 91 +++++++++++++++----
 2 files changed, 83 insertions(+), 23 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 9a3dfdbbeb13..920cfea418a3 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -124,6 +124,9 @@ def on_trash(self):
 	def after_insert(self):
 		set_documents_with_active_service_level_agreement()
 
+	def on_update(self):
+		set_documents_with_active_service_level_agreement()
+
 	def create_docfields(self, meta, service_level_agreement_fields):
 		last_index = len(meta.fields)
 
@@ -726,13 +729,14 @@ def update_agreement_status_on_custom_status(doc):
 	# Update Agreement Fulfilled status using Custom Scripts for Custom Status
 
 	meta = frappe.get_meta(doc.doctype)
+	now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
 	if meta.has_field("first_responded_on") and not doc.first_responded_on:
 		# first_responded_on set when first reply is sent to customer
-		doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, now_datetime(doc.get("owner"))), 2)
+		doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, now_time), 2)
 
 	if meta.has_field("resolution_date") and not doc.resolution_date:
 		# resolution_date set when issue has been closed
-		doc.resolution_by_variance = round(time_diff_in_seconds(doc.resolution_by, now_datetime(doc.get("owner"))), 2)
+		doc.resolution_by_variance = round(time_diff_in_seconds(doc.resolution_by, now_time), 2)
 
 	if meta.has_field("agreement_status"):
 		doc.agreement_status = "Fulfilled" if doc.response_by_variance > 0 and doc.resolution_by_variance > 0 else "Failed"
@@ -777,15 +781,16 @@ def set_response_by_and_variance(doc, meta, start_date_time, priority):
 		doc.response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
 
 	if meta.has_field("response_by_variance"):
-		doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, now_datetime(doc.get("owner"))))
-
+		now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
+		doc.response_by_variance = round(time_diff_in_seconds(doc.response_by, now_time), 2)
 
 def set_resolution_by_and_variance(doc, meta, start_date_time, priority):
 	if meta.has_field("resolution_by"):
 		doc.resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
 
 	if meta.has_field("resolution_by_variance"):
-		doc.resolution_by_variance = round(time_diff_in_seconds(doc.resolution_by, now_datetime(doc.get("owner"))))
+		now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
+		doc.resolution_by_variance = round(time_diff_in_seconds(doc.resolution_by, now_time), 2)
 
 
 def now_datetime(user):
diff --git a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
index 664dc122d531..966b65474180 100644
--- a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
@@ -12,7 +12,6 @@
 
 class TestServiceLevelAgreement(unittest.TestCase):
 	def setUp(self):
-		frappe.db.sql("delete from `tabService Level Agreement`")
 		frappe.db.set_value("Support Settings", None, "track_service_level_agreement", 1)
 		frappe.db.sql("delete from `tabLead`")
 
@@ -72,7 +71,8 @@ def test_custom_field_creation_for_sla_on_standard_dt(self):
 			holiday_list="__Test Holiday List",
 			entity_type=None, entity=None,
 			response_time=14400, resolution_time=21600,
-			doctype=doctype
+			doctype=doctype,
+			sla_fulfilled_on=[{"status": "Converted"}]
 		)
 
 		# check default SLA for lead
@@ -142,7 +142,8 @@ def test_hold_time(self):
 			entity_type=None, entity=None,
 			response_time=14400, resolution_time=21600,
 			doctype=doctype,
-			sla_fulfilled_on=[{"status": "Converted"}]
+			sla_fulfilled_on=[{"status": "Converted"}],
+			pause_sla_on=[{"status": "Replied"}]
 		)
 
 		creation = datetime.datetime(2020, 3, 4, 4, 0)
@@ -165,6 +166,63 @@ def test_hold_time(self):
 		self.assertEqual(flt(lead.total_hold_time, 2), 3000)
 		self.assertEqual(lead.resolution_by, datetime.datetime(2020, 3, 4, 16, 50))
 
+	def test_failed_sla_for_response_only(self):
+		doctype = "Lead"
+		create_service_level_agreement(
+			default_service_level_agreement=1,
+			holiday_list="__Test Holiday List",
+			entity_type=None, entity=None,
+			response_time=14400,
+			doctype=doctype,
+			sla_fulfilled_on=[{"status": "Replied"}],
+			pause_sla_on=[],
+			apply_sla_for_resolution=0
+		)
+
+		creation = datetime.datetime(2019, 3, 4, 12, 0)
+		lead = make_lead(creation=creation, index=1)
+		self.assertEqual(lead.response_by, datetime.datetime(2019, 3, 4, 16, 0))
+
+		# failed with response time only
+		frappe.flags.current_time = datetime.datetime(2019, 3, 4, 16, 5)
+		lead.reload()
+		lead.status = 'Replied'
+		lead.save()
+
+		lead.reload()
+		self.assertEqual(lead.agreement_status, 'Failed')
+
+	def test_fulfilled_sla_for_response_only(self):
+		doctype = "Lead"
+		lead_sla = create_service_level_agreement(
+			default_service_level_agreement=1,
+			holiday_list="__Test Holiday List",
+			entity_type=None, entity=None,
+			response_time=14400,
+			doctype=doctype,
+			sla_fulfilled_on=[{"status": "Replied"}],
+			apply_sla_for_resolution=0
+		)
+
+		# fulfilled with response time only
+		creation = datetime.datetime(2019, 3, 4, 12, 0)
+		lead = make_lead(creation=creation, index=2)
+
+		self.assertEqual(lead.service_level_agreement, lead_sla.name)
+		self.assertEqual(lead.response_by, datetime.datetime(2019, 3, 4, 16, 0))
+
+		frappe.flags.current_time = datetime.datetime(2019, 3, 4, 15, 30)
+		lead.reload()
+		lead.status = 'Replied'
+		lead.save()
+
+		lead.reload()
+		self.assertEqual(lead.agreement_status, 'Fulfilled')
+
+	def tearDown(self):
+		for d in frappe.get_all("Service Level Agreement"):
+			frappe.delete_doc("Service Level Agreement", d.name, force=1)
+
 
 def get_service_level_agreement(default_service_level_agreement=None, entity_type=None, entity=None, doctype="Issue"):
 	if default_service_level_agreement:
@@ -176,7 +234,7 @@ def get_service_level_agreement(default_service_level_agreement=None, entity_typ
 	return service_level_agreement
 
 def create_service_level_agreement(default_service_level_agreement, holiday_list, response_time, entity_type,
-	entity, resolution_time, doctype="Issue", sla_fulfilled_on=[], apply_sla_for_resolution=1):
+	entity, resolution_time=0, doctype="Issue", sla_fulfilled_on=[], pause_sla_on=[], apply_sla_for_resolution=1):
 
 	make_holiday_list()
 	make_priorities()
@@ -187,7 +245,9 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list
 			{"status": "Closed"}
 		]
 
-	service_level_agreement = frappe.get_doc({
+	pause_sla_on = [{"status": "Replied"}] if doctype == "Issue" else pause_sla_on
+
+	service_level_agreement = frappe._dict({
 		"doctype": "Service Level Agreement",
 		"enabled": 1,
 		"document_type": doctype,
@@ -199,35 +259,27 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list
 		"entity": entity,
 		"start_date": frappe.utils.getdate(),
 		"end_date": frappe.utils.add_to_date(frappe.utils.getdate(), days=100),
-		"apply_sla_for_resolution": 1,
+		"apply_sla_for_resolution": apply_sla_for_resolution,
 		"priorities": [
 			{
 				"priority": "Low",
 				"response_time": response_time,
-				"response_time_period": "Hour",
 				"resolution_time": resolution_time,
-				"resolution_time_period": "Hour",
 			},
 			{
 				"priority": "Medium",
 				"response_time": response_time,
 				"default_priority": 1,
-				"response_time_period": "Hour",
 				"resolution_time": resolution_time,
-				"resolution_time_period": "Hour",
 			},
 			{
 				"priority": "High",
 				"response_time": response_time,
-				"response_time_period": "Hour",
 				"resolution_time": resolution_time,
-				"resolution_time_period": "Hour",
 			}
 		],
 		"sla_fulfilled_on": sla_fulfilled_on,
-		"pause_sla_on": [
-			{"status": "Replied"}
-		],
+		"pause_sla_on": pause_sla_on,
 		"support_and_resolution": [
 			{
 				"workday": "Monday",
@@ -281,10 +333,13 @@ def create_service_level_agreement(default_service_level_agreement, holiday_list
 	service_level_agreement_exists = frappe.db.exists("Service Level Agreement", filters)
 
 	if not service_level_agreement_exists:
-		service_level_agreement.insert(ignore_permissions=True)
-		return service_level_agreement
+		doc = frappe.get_doc(service_level_agreement).insert(ignore_permissions=True)
 	else:
-		return frappe.get_doc("Service Level Agreement", service_level_agreement_exists)
+		doc = frappe.get_doc("Service Level Agreement", service_level_agreement_exists)
+		doc.update(service_level_agreement)
+		doc.save()
+
+	return doc
 
 
 def create_customer():

From bff1b1f112b003bcbe82069ed35357770188b757 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Sat, 29 May 2021 19:59:42 +0530
Subject: [PATCH 45/49] fix: show resolution time in gridview only if 'apply
 sla on resolution' is enabled

---
 .../service_level_agreement.js                  | 17 +++++++++++++++++
 .../service_level_priority.json                 |  3 +--
 2 files changed, 18 insertions(+), 2 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
index 5808d443f672..f839533f75fc 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
@@ -2,6 +2,23 @@
 // For license information, please see license.txt
 
 frappe.ui.form.on('Service Level Agreement', {
+	setup: function(frm) {
+		if (frm.doc.apply_sla_for_resolution) {
+			frm.get_field('priorities').grid.editable_fields = [
+				{fieldname: 'priority', columns: 1},
+				{fieldname: 'default_priority', columns: 1},
+				{fieldname: 'response_time', columns: 2},
+				{fieldname: 'resolution_time', columns: 2}
+			];
+		} else {
+			frm.get_field('priorities').grid.editable_fields = [
+				{fieldname: 'priority', columns: 1},
+				{fieldname: 'default_priority', columns: 1},
+				{fieldname: 'response_time', columns: 3},
+			];
+		}
+	},
+
 	refresh: function(frm) {
 		frm.trigger('fetch_status_fields');
 		frm.trigger('toggle_resolution_fields');
diff --git a/erpnext/support/doctype/service_level_priority/service_level_priority.json b/erpnext/support/doctype/service_level_priority/service_level_priority.json
index b415a3618a85..0367fc6d8875 100644
--- a/erpnext/support/doctype/service_level_priority/service_level_priority.json
+++ b/erpnext/support/doctype/service_level_priority/service_level_priority.json
@@ -33,7 +33,6 @@
    "fieldtype": "Duration",
    "hide_days": 1,
    "hide_seconds": 1,
-   "in_list_view": 1,
    "label": "Resolution Time"
   },
   {
@@ -65,7 +64,7 @@
  ],
  "istable": 1,
  "links": [],
- "modified": "2021-05-29 14:24:28.643920",
+ "modified": "2021-05-29 19:52:51.733248",
  "modified_by": "Administrator",
  "module": "Support",
  "name": "Service Level Priority",

From d645cf55e1d025476104075fa96f8eacf3ea75ed Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Sat, 29 May 2021 23:17:55 +0530
Subject: [PATCH 46/49] fix: update custom dt after adding SLA fields

---
 .../doctype/service_level_agreement/service_level_agreement.py | 3 +++
 .../service_level_agreement/test_service_level_agreement.py    | 2 +-
 2 files changed, 4 insertions(+), 1 deletion(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index 920cfea418a3..cad737d693a7 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -154,6 +154,9 @@ def create_docfields(self, meta, service_level_agreement_fields):
 				existing_field = meta.get_field(field.get("fieldname"))
 				self.reset_field_properties(existing_field, "DocField", field)
 
+		# to update meta and modified timestamp
+		frappe.get_doc('DocType', self.document_type).save(ignore_permissions=True)
+
 	def create_custom_fields(self, meta, service_level_agreement_fields):
 		for field in service_level_agreement_fields:
 			if not meta.has_field(field.get("fieldname")):
diff --git a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
index 966b65474180..2a8446d29f9e 100644
--- a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
@@ -81,7 +81,7 @@ def test_custom_field_creation_for_sla_on_standard_dt(self):
 
 		# check SLA custom fields created for leads
 		sla_fields = get_service_level_agreement_fields()
-		meta = frappe.get_meta(doctype)
+		meta = frappe.get_meta(doctype, cached=False)
 
 		for field in sla_fields:
 			self.assertTrue(meta.has_field(field.get("fieldname")))

From d793a1bd613431cdc20d2319298000ebd790689a Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Fri, 4 Jun 2021 11:41:20 +0530
Subject: [PATCH 47/49] fix: update resolution while updating hold time only if
 'apply SLA for resolution' is enabled

---
 .../service_level_agreement.py                | 80 ++++++++++---------
 1 file changed, 43 insertions(+), 37 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index cad737d693a7..c236aa95a1e2 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -585,51 +585,57 @@ def handle_hold_time(doc, meta, status):
 
 		update_values = {}
 
-		if hold_statuses:
-			if meta.has_field("status") and doc.status in hold_statuses and status not in hold_statuses:
-				update_values['on_hold_since'] = frappe.flags.current_time or now_datetime(doc.get("owner"))
-
-				if meta.has_field("first_responded_on") and not doc.first_responded_on:
-					update_values['response_by'] = None
-					update_values['response_by_variance'] = 0
-
-				update_values['resolution_by'] = None
-				update_values['resolution_by_variance'] = 0
-			# calculate hold time when status is changed from any hold status to any non-hold status
-
-			if meta.has_field("status") and doc.status not in hold_statuses and status in hold_statuses:
-				hold_time = doc.total_hold_time if meta.has_field("total_hold_time") and doc.total_hold_time else 0
-				now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
-				last_hold_time = 0
-
-				if meta.has_field("on_hold_since") and doc.on_hold_since:
-					# last_hold_time will be added to the sla variables
-					last_hold_time = time_diff_in_seconds(now_time, doc.on_hold_since)
-					update_values['total_hold_time'] = hold_time + last_hold_time
-
-				# re-calculate SLA variables after issue changes from any hold status to any non-hold status
-				# add hold time to SLA variables
-				start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
-				priority = get_priority(doc)
-				now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
-
-				if meta.has_field("first_responded_on") and not doc.first_responded_on:
-					response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
-					response_by = add_to_date(response_by, seconds=round(last_hold_time))
-					response_by_variance = round(time_diff_in_seconds(response_by, now_time))
-
-					update_values['response_by'] = response_by
-					update_values['response_by_variance'] = response_by_variance + last_hold_time
+		if not hold_statuses:
+			return
+
+		if meta.has_field("status") and doc.status in hold_statuses and status not in hold_statuses:
+			update_values['on_hold_since'] = frappe.flags.current_time or now_datetime(doc.get("owner"))
+
+			if meta.has_field("first_responded_on") and not doc.first_responded_on:
+				update_values['response_by'] = None
+				update_values['response_by_variance'] = 0
+
+			update_values['resolution_by'] = None
+			update_values['resolution_by_variance'] = 0
+
+		# calculate hold time when status is changed from any hold status to any non-hold status
+		if meta.has_field("status") and doc.status not in hold_statuses and status in hold_statuses:
+			hold_time = doc.total_hold_time if meta.has_field("total_hold_time") and doc.total_hold_time else 0
+			now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
+			last_hold_time = 0
 
+			if meta.has_field("on_hold_since") and doc.on_hold_since:
+				# last_hold_time will be added to the sla variables
+				last_hold_time = time_diff_in_seconds(now_time, doc.on_hold_since)
+				update_values['total_hold_time'] = hold_time + last_hold_time
+
+			# re-calculate SLA variables after issue changes from any hold status to any non-hold status
+			# add hold time to SLA variables
+			start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
+			priority = get_priority(doc)
+			now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
+
+			# add hold time to response by variance
+			if meta.has_field("first_responded_on") and not doc.first_responded_on:
+				response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
+				response_by = add_to_date(response_by, seconds=round(last_hold_time))
+				response_by_variance = round(time_diff_in_seconds(response_by, now_time))
+
+				update_values['response_by'] = response_by
+				update_values['response_by_variance'] = response_by_variance + last_hold_time
+
+			# add hold time to resolution by variance
+			if frappe.db.get_value("Service Level Agreement", doc.service_level_agreement, "apply_sla_for_resolution"):
 				resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
 				resolution_by = add_to_date(resolution_by, seconds=round(last_hold_time))
 				resolution_by_variance = round(time_diff_in_seconds(resolution_by, now_time))
 
 				update_values['resolution_by'] = resolution_by
 				update_values['resolution_by_variance'] = resolution_by_variance + last_hold_time
-				update_values['on_hold_since'] = None
 
-			doc.db_set(update_values)
+			update_values['on_hold_since'] = None
+
+		doc.db_set(update_values)
 
 
 def get_service_level_agreement_fields():

From d7c0081bada3ab5e3d1547ff7cd76c8384a45d95 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Fri, 4 Jun 2021 12:25:21 +0530
Subject: [PATCH 48/49] chore: breakdown handle_hold_time function into smaller
 functions

---
 .../service_level_agreement.py                | 100 ++++++++++--------
 1 file changed, 54 insertions(+), 46 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
index c236aa95a1e2..60e5fbe80eed 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.py
@@ -583,59 +583,67 @@ def handle_hold_time(doc, meta, status):
 				"parent": doc.service_level_agreement
 			}, fields=["status"])]
 
-		update_values = {}
-
 		if not hold_statuses:
 			return
 
 		if meta.has_field("status") and doc.status in hold_statuses and status not in hold_statuses:
-			update_values['on_hold_since'] = frappe.flags.current_time or now_datetime(doc.get("owner"))
-
-			if meta.has_field("first_responded_on") and not doc.first_responded_on:
-				update_values['response_by'] = None
-				update_values['response_by_variance'] = 0
-
-			update_values['resolution_by'] = None
-			update_values['resolution_by_variance'] = 0
+			apply_hold_status(doc, meta)
 
 		# calculate hold time when status is changed from any hold status to any non-hold status
 		if meta.has_field("status") and doc.status not in hold_statuses and status in hold_statuses:
-			hold_time = doc.total_hold_time if meta.has_field("total_hold_time") and doc.total_hold_time else 0
-			now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
-			last_hold_time = 0
-
-			if meta.has_field("on_hold_since") and doc.on_hold_since:
-				# last_hold_time will be added to the sla variables
-				last_hold_time = time_diff_in_seconds(now_time, doc.on_hold_since)
-				update_values['total_hold_time'] = hold_time + last_hold_time
-
-			# re-calculate SLA variables after issue changes from any hold status to any non-hold status
-			# add hold time to SLA variables
-			start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
-			priority = get_priority(doc)
-			now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
-
-			# add hold time to response by variance
-			if meta.has_field("first_responded_on") and not doc.first_responded_on:
-				response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
-				response_by = add_to_date(response_by, seconds=round(last_hold_time))
-				response_by_variance = round(time_diff_in_seconds(response_by, now_time))
-
-				update_values['response_by'] = response_by
-				update_values['response_by_variance'] = response_by_variance + last_hold_time
-
-			# add hold time to resolution by variance
-			if frappe.db.get_value("Service Level Agreement", doc.service_level_agreement, "apply_sla_for_resolution"):
-				resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
-				resolution_by = add_to_date(resolution_by, seconds=round(last_hold_time))
-				resolution_by_variance = round(time_diff_in_seconds(resolution_by, now_time))
-
-				update_values['resolution_by'] = resolution_by
-				update_values['resolution_by_variance'] = resolution_by_variance + last_hold_time
-
-			update_values['on_hold_since'] = None
-
-		doc.db_set(update_values)
+			reset_hold_status_and_update_hold_time(doc, meta)
+
+
+def apply_hold_status(doc, meta):
+	update_values = {'on_hold_since': frappe.flags.current_time or now_datetime(doc.get("owner"))}
+
+	if meta.has_field("first_responded_on") and not doc.first_responded_on:
+		update_values['response_by'] = None
+		update_values['response_by_variance'] = 0
+
+	update_values['resolution_by'] = None
+	update_values['resolution_by_variance'] = 0
+
+	doc.db_set(update_values)
+
+
+def reset_hold_status_and_update_hold_time(doc, meta):
+	hold_time = doc.total_hold_time if meta.has_field("total_hold_time") and doc.total_hold_time else 0
+	now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
+	last_hold_time = 0
+	update_values = {}
+
+	if meta.has_field("on_hold_since") and doc.on_hold_since:
+		# last_hold_time will be added to the sla variables
+		last_hold_time = time_diff_in_seconds(now_time, doc.on_hold_since)
+		update_values['total_hold_time'] = hold_time + last_hold_time
+
+	# re-calculate SLA variables after issue changes from any hold status to any non-hold status
+	start_date_time = get_datetime(doc.get("service_level_agreement_creation") or doc.creation)
+	priority = get_priority(doc)
+	now_time = frappe.flags.current_time or now_datetime(doc.get("owner"))
+
+	# add hold time to response by variance
+	if meta.has_field("first_responded_on") and not doc.first_responded_on:
+		response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
+		response_by = add_to_date(response_by, seconds=round(last_hold_time))
+		response_by_variance = round(time_diff_in_seconds(response_by, now_time))
+
+		update_values['response_by'] = response_by
+		update_values['response_by_variance'] = response_by_variance + last_hold_time
+
+	# add hold time to resolution by variance
+	if frappe.db.get_value("Service Level Agreement", doc.service_level_agreement, "apply_sla_for_resolution"):
+		resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
+		resolution_by = add_to_date(resolution_by, seconds=round(last_hold_time))
+		resolution_by_variance = round(time_diff_in_seconds(resolution_by, now_time))
+
+		update_values['resolution_by'] = resolution_by
+		update_values['resolution_by_variance'] = resolution_by_variance + last_hold_time
+
+	update_values['on_hold_since'] = None
+
+	doc.db_set(update_values)
 
 
 def get_service_level_agreement_fields():

From 70a649ef8c58e5b5b2c2908ffc55c36154d200d3 Mon Sep 17 00:00:00 2001
From: Rucha Mahabal <ruchamahabal2@gmail.com>
Date: Fri, 4 Jun 2021 13:20:59 +0530
Subject: [PATCH 49/49] fix(ux): resolution time field not visible on enabling
 resolution application

---
 .../service_level_agreement.js                     | 14 ++++++++++----
 1 file changed, 10 insertions(+), 4 deletions(-)

diff --git a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
index f839533f75fc..308bce48dfb8 100644
--- a/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
+++ b/erpnext/support/doctype/service_level_agreement/service_level_agreement.js
@@ -3,7 +3,7 @@
 
 frappe.ui.form.on('Service Level Agreement', {
 	setup: function(frm) {
-		if (frm.doc.apply_sla_for_resolution) {
+		if (cint(frm.doc.apply_sla_for_resolution) === 1) {
 			frm.get_field('priorities').grid.editable_fields = [
 				{fieldname: 'priority', columns: 1},
 				{fieldname: 'default_priority', columns: 1},
@@ -60,9 +60,15 @@ frappe.ui.form.on('Service Level Agreement', {
 	},
 
 	toggle_resolution_fields: function(frm) {
-		frm.fields_dict.priorities.grid.set_column_disp('resolution_time', frm.doc.apply_sla_for_resolution);
-		frm.fields_dict.priorities.grid.toggle_reqd('resolution_time', frm.doc.apply_sla_for_resolution);
-		frm.fields_dict.priorities.grid.refresh();
+		if (cint(frm.doc.apply_sla_for_resolution) === 1) {
+			frm.fields_dict.priorities.grid.update_docfield_property('resolution_time', 'hidden', 0);
+			frm.fields_dict.priorities.grid.update_docfield_property('resolution_time', 'reqd', 1);
+		} else {
+			frm.fields_dict.priorities.grid.update_docfield_property('resolution_time', 'hidden', 1);
+			frm.fields_dict.priorities.grid.update_docfield_property('resolution_time', 'reqd', 0);
+		}
+
+		frm.refresh_field('priorities');
 	},
 
 	onload: function(frm) {