feat: add stuck ticket detection for HD Ticket#3203
Open
asamawi wants to merge 7 commits intofrappe:developfrom
Open
feat: add stuck ticket detection for HD Ticket#3203asamawi wants to merge 7 commits intofrappe:developfrom
asamawi wants to merge 7 commits intofrappe:developfrom
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Co-Authored-By: Claude Sonnet 4.6 <noreply@anthropic.com>
- vite.config.js: add resolve alias for frappe app (fixes build when helpdesk is symlinked from outside the bench directory) - docker-compose.yml: expose MariaDB (3306) and Redis (6379) ports to host so bench can connect from outside Docker - yarn.lock: lockfile update from dependency resolution Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Adds a Float field for agents to estimate ticket work hours at triage/review time. This enables workload and backlog calculations (days-to-clear, queued hours). - Add `estimated_hours` (Float, precision 2) to HD Ticket in the Resolution tab - Add post_model_sync patch to register the field in the Default HD Ticket Template so it appears in the agent sidebar (hidden from customers) Ref: frappe#3179 Co-authored-by: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
Adds per-ticket time tracking so agents can log hours worked. - New child DocType: HD Ticket Time Log (date, start/end time, hours, note, user) - Table field on HD Ticket with auto-calculated hours per row and total_hours - Cross-midnight time calculation support (e.g. 10 PM to 1 AM) - API endpoints: add_time_log, delete_time_log with activity logging - Time Logs tab in ticket detail activity panel - Patch to add total_hours to Default HD Ticket Template Ref: frappe#2351
# Conflicts: # desk/vite.config.js # yarn.lock
Adds a scheduled task (every 4 hours) that flags tickets as stuck based on three detection rules: - Open for more than 3 days - In a paused/waiting status for more than 3 days - Status changed 4+ times without resolution Adds is_stuck (Check) and stuck_reason (Small Text) fields to HD Ticket. Stuck flags auto-clear when a ticket's status or assignment changes. Dashboard shows a "Stuck Tickets" count as a number card. Ref: frappe#3182
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@asamawi this is great. It would be even better if the is_stuck parameters and period is configurable via the settings page as there might be different reasons why the ticket is escalated. Thanks! |
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Summary
is_stuck(Check) andstuck_reason(Small Text) read-only fields to HD Ticket, withis_stuckavailable in list view and standard filtersRef: #3182
Changes
hd_ticket.jsonis_stuck,stuck_reasonfields with "Stuck Detection" sectionhd_ticket.pydetect_stuck_tickets()scheduled task +clear_stuck_if_progressed()methodhooks.py0 */4 * * *dashboard.pyget_stuck_ticket_count()number cardDashboard.vuepatches/add_stuck_fields_to_template.pypatches.txtTest plan
bench --site <site> migrateto apply schema + patchis_stuckandstuck_reasonfields appear in HD Ticket formis_stuckappears as a standard filter in ticket list viewbench --site <site> execute helpdesk.helpdesk.doctype.hd_ticket.hd_ticket.detect_stuck_ticketsmanually to test detection