fix: last response calculation

(cherry picked from commit d8e0d42)

Author: pratikb64

crm/fcrm/doctype/crm_service_level_agreement/crm_service_level_agreement.py

@@ -116,7 +116,8 @@ def set_rolling_responses(self, doc: Document):
 			)
 		elif doc.communication_status != self.get_default_priority():
 			current_time = now_datetime()
-			doc.last_response_time = self.calc_elapsed_time(doc.last_responded_on, current_time)
+			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_responded_on = current_time
 			is_failed = self.is_rolling_response_failed(doc)
 			doc.append(
@@ -289,6 +290,24 @@ 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