Merge pull request #1761 from frappe/mergify/bp/main-hotfix/pr-1760

fix: reverted last response time cal based on customer reply (backport #1760)

Author: shariquerik

crm/fcrm/doctype/crm_service_level_agreement/crm_service_level_agreement.py

@@ -98,8 +98,10 @@ def set_first_response_time(self, doc: Document):
 		end_at = doc.first_responded_on
 		if not start_at or not end_at:
 			return
-		doc.first_response_time = self.calc_elapsed_time(start_at, end_at)
-		if not doc.last_response_time:
+		if not doc.first_response_time:
+			doc.first_response_time = self.calc_elapsed_time(start_at, end_at)
+
+		if not doc.last_response_time and doc.first_response_time:
 			doc.last_response_time = doc.first_response_time
 
 	def set_rolling_responses(self, doc: Document):
@@ -116,8 +118,7 @@ def set_rolling_responses(self, doc: Document):
 			)
 		elif doc.communication_status != self.get_default_priority():
 			current_time = now_datetime()
-			customer_reply_time = self.get_last_customer_reply(doc) or doc.last_responded_on
-			doc.last_response_time = self.calc_elapsed_time(customer_reply_time, current_time)
+			doc.last_response_time = self.calc_elapsed_time(doc.last_responded_on, current_time)
 			doc.last_responded_on = current_time
 			is_failed = self.is_rolling_response_failed(doc)
 			doc.append(
@@ -188,15 +189,15 @@ def handle_rolling_sla_status(self, doc: Document):
 		if not self.rolling_responses or len(doc.rolling_responses) == 0:
 			return
 
-		# Check both the current cycle and past rolling response entries
-		has_past_failure = any(r.status == "Failed" for r in doc.rolling_responses)
-
-		if has_past_failure or self.is_rolling_response_failed(doc):
-			doc.sla_status = "Failed"
-		elif doc.communication_status == self.get_default_priority():
-			doc.sla_status = "Rolling Response Due"
-		else:
-			doc.sla_status = "Fulfilled"
+		is_failed = self.is_rolling_response_failed(doc)
+		options = {
+			"Fulfilled": True,
+			"Rolling Response Due": doc.communication_status == self.get_default_priority(),
+			"Failed": is_failed,
+		}
+		for status in options:
+			if options[status]:
+				doc.sla_status = status
 
 	def is_rolling_response_failed(self, doc: Document):
 		if not doc.response_by:
@@ -290,24 +291,6 @@ def calc_elapsed_time(self, start_time, end_time) -> float:
 
 		return total_seconds
 
-	def get_last_customer_reply(self, doc: Document):
-		"""Get the communication_date of the last received (customer) message"""
-		result = frappe.get_all(
-			"Communication",
-			filters={
-				"reference_doctype": doc.doctype,
-				"reference_name": doc.name,
-				"sent_or_received": "Received",
-				"communication_type": "Communication",
-			},
-			fields=["communication_date"],
-			order_by="communication_date desc",
-			limit=1,
-		)
-		if result:
-			return get_datetime(result[0].communication_date)
-		return None
-
 	def get_priorities(self):
 		"""
 		Return priorities related info as a dict. With `priority` as key

crm/fcrm/doctype/crm_service_level_agreement/test_crm_service_level_agreement.py

@@ -619,40 +619,6 @@ def test_rolling_response_correct_with_customer_reply_gap(self):
 		self.assertEqual(len(doc.rolling_responses), 2)
 		self.assertEqual(doc.rolling_responses[1].status, "Fulfilled")
 
-	def test_handle_rolling_sla_status_past_failure_persists(self):
-		"""Test that a past Failed rolling response keeps sla_status as Failed,
-		even if the current response_by is in the future."""
-		sla = create_test_sla_with_priorities(rolling_responses=True)
-
-		doc = frappe.get_doc(
-			{
-				"doctype": "CRM Lead",
-				"first_name": "Test Past Failure Persists",
-				"response_by": add_to_date(now_datetime(), hours=1),  # Current deadline in future
-				"last_responded_on": now_datetime(),
-				"communication_status": "High",  # Non-default (agent replied)
-				"sla_status": None,
-			}
-		)
-		# Past rolling response that failed
-		doc.append(
-			"rolling_responses",
-			{
-				"status": "Failed",
-				"response_time": 50000,
-				"responded_on": add_to_date(now_datetime(), hours=-2),
-			},
-		)
-		# Current rolling response that was fulfilled
-		doc.append(
-			"rolling_responses", {"status": "Fulfilled", "response_time": 100, "responded_on": now_datetime()}
-		)
-
-		sla.handle_rolling_sla_status(doc)
-
-		# Should still be Failed because of the past failure
-		self.assertEqual(doc.sla_status, "Failed")
-
 	def test_set_rolling_responses_stale_deadline_marks_failed(self):
 		"""Test that when response_by is a stale past deadline (from a previous cycle),
 		the agent's response is correctly marked as Failed."""