{ "feature": "support-tickets-sla", "version": "1.0.0", "description": "Support ticket management with SLA tracking, priority-based response/resolution deadlines, working hours calculation with holiday exclusions, and warranty claim handling.\n", "category": "workflow", "tags": [ "support", "tickets", "sla", "issue-tracking", "warranty", "customer-service", "helpdesk" ], "fields": [ { "name": "subject", "type": "text", "label": "Subject", "required": true }, { "name": "status", "type": "select", "label": "Issue Status", "required": true, "options": [ { "value": "Open", "label": "Open" }, { "value": "Replied", "label": "Replied" }, { "value": "On Hold", "label": "On Hold" }, { "value": "Resolved", "label": "Resolved" }, { "value": "Closed", "label": "Closed" } ], "default": "Open" }, { "name": "priority", "type": "select", "label": "Priority", "required": true, "options": [ { "value": "Low", "label": "Low" }, { "value": "Medium", "label": "Medium" }, { "value": "High", "label": "High" }, { "value": "Urgent", "label": "Urgent" } ], "default": "Medium" }, { "name": "issue_type", "type": "text", "label": "Issue Type", "required": false }, { "name": "customer", "type": "text", "label": "Customer", "required": false }, { "name": "raised_by", "type": "email", "label": "Raised By", "required": false }, { "name": "description", "type": "rich_text", "label": "Description", "required": false }, { "name": "resolution", "type": "rich_text", "label": "Resolution", "required": false }, { "name": "first_responded_on", "type": "datetime", "label": "First Responded On", "required": false }, { "name": "resolution_date", "type": "datetime", "label": "Resolution Date", "required": false }, { "name": "opening_date", "type": "date", "label": "Opening Date", "required": true }, { "name": "service_level_agreement", "type": "text", "label": "Service Level Agreement", "required": false }, { "name": "response_by", "type": "datetime", "label": "Response By", "required": false }, { "name": "resolution_by", "type": "datetime", "label": "Resolution By", "required": false }, { "name": "agreement_status", "type": "select", "label": "Agreement Status", "required": false, "options": [ { "value": "Ongoing", "label": "Ongoing" }, { "value": "Fulfilled", "label": "Fulfilled" }, { "value": "Failed", "label": "Failed" } ] }, { "name": "first_response_time", "type": "number", "label": "First Response Time (seconds)", "required": false }, { "name": "avg_response_time", "type": "number", "label": "Average Response Time (seconds)", "required": false }, { "name": "service_level", "type": "text", "label": "Service Level Name", "required": true }, { "name": "enabled", "type": "boolean", "label": "Enabled", "required": false, "default": true }, { "name": "default_sla", "type": "boolean", "label": "Default SLA", "required": false, "default": false }, { "name": "entity_type", "type": "select", "label": "Entity Type", "required": false, "options": [ { "value": "Customer", "label": "Customer" }, { "value": "Customer Group", "label": "Customer Group" }, { "value": "Territory", "label": "Territory" } ] }, { "name": "entity", "type": "text", "label": "Entity", "required": false }, { "name": "priorities", "type": "json", "label": "SLA Priorities", "required": false }, { "name": "support_and_resolution", "type": "json", "label": "Support Hours", "required": false }, { "name": "holiday_list", "type": "text", "label": "Holiday List", "required": false }, { "name": "apply_sla_for_resolution", "type": "boolean", "label": "Apply SLA for Resolution", "required": false, "default": true }, { "name": "condition", "type": "text", "label": "SLA Condition", "required": false }, { "name": "warranty_customer", "type": "text", "label": "Warranty Customer", "required": false }, { "name": "item_code", "type": "text", "label": "Item Code", "required": false }, { "name": "serial_no", "type": "text", "label": "Serial Number", "required": false }, { "name": "complaint", "type": "text", "label": "Complaint", "required": false }, { "name": "warranty_status", "type": "select", "label": "Warranty Status", "required": false, "options": [ { "value": "Open", "label": "Open" }, { "value": "Work In Progress", "label": "Work In Progress" }, { "value": "Closed", "label": "Closed" }, { "value": "Cancelled", "label": "Cancelled" } ] }, { "name": "complaint_date", "type": "date", "label": "Complaint Date", "required": false }, { "name": "warranty_resolution_date", "type": "date", "label": "Warranty Resolution Date", "required": false }, { "name": "warranty_resolution", "type": "text", "label": "Warranty Resolution", "required": false } ], "rules": { "sla_auto_assignment": { "description": "SLA is auto-assigned based on entity matching hierarchy: specific customer > customer group > territory > default SLA.\n" }, "sla_deadline_calculation": { "description": "Response and resolution deadlines are calculated from SLA priority settings and working hours, excluding holidays.\n" }, "holiday_exclusion": { "description": "Holiday list exclusions extend SLA deadlines by skipping non-working days in the calculation.\n" }, "agreement_status_auto_set": { "description": "Agreement status is auto-set to Fulfilled if resolved within SLA deadlines, or Failed if any deadline is exceeded.\n" }, "first_response_tracking": { "description": "First response time is tracked from issue creation to the first reply, and compared against the SLA response deadline.\n" }, "multiple_sla_priority": { "description": "Multiple SLAs can exist; priority-based selection ensures the most specific applicable SLA is applied.\n" }, "warranty_serial_link": { "description": "Warranty claims are linked to serial numbers and items, validating that the serial is under warranty.\n" } }, "states": { "field": "status", "values": [ { "id": "open", "label": "Open", "initial": true }, { "id": "replied", "label": "Replied" }, { "id": "on_hold", "label": "On Hold" }, { "id": "resolved", "label": "Resolved" }, { "id": "closed", "label": "Closed", "terminal": true } ], "transitions": [ { "from": "open", "to": "replied", "description": "Agent responds to the issue" }, { "from": "replied", "to": "on_hold", "description": "Issue put on hold awaiting customer input" }, { "from": "open", "to": "on_hold", "description": "Issue put on hold" }, { "from": "on_hold", "to": "open", "description": "Issue reopened from hold" }, { "from": "replied", "to": "resolved", "description": "Issue resolved by agent" }, { "from": "open", "to": "resolved", "description": "Issue resolved directly" }, { "from": "resolved", "to": "closed", "description": "Resolution confirmed, issue closed" }, { "from": "resolved", "to": "open", "description": "Issue reopened after resolution" } ] }, "outcomes": { "create_issue": { "given": [ "subject and opening_date are provided" ], "then": [ { "action": "create_record", "type": "issue", "target": "issue", "description": "Issue created with Open status" }, { "action": "emit_event", "event": "issue.created", "payload": [ "subject", "priority", "customer", "raised_by" ] } ], "result": "Support issue created and SLA assignment triggered", "priority": 10 }, "assign_sla": { "given": [ "issue exists and is Open", "at least one matching SLA is enabled" ], "then": [ { "action": "set_field", "target": "service_level_agreement", "description": "Most specific matching SLA assigned" }, { "action": "set_field", "target": "response_by", "description": "Response deadline calculated from SLA and working hours" }, { "action": "set_field", "target": "resolution_by", "description": "Resolution deadline calculated from SLA and working hours" }, { "action": "emit_event", "event": "issue.sla_assigned", "payload": [ "subject", "service_level_agreement", "response_by", "resolution_by" ] } ], "result": "SLA assigned with calculated response and resolution deadlines", "error": "ISSUE_SLA_NOT_FOUND", "priority": 11 }, "track_response_time": { "given": [ "issue exists and first_responded_on is not set", "a reply is posted to the issue" ], "then": [ { "action": "set_field", "target": "first_responded_on", "description": "Timestamp of first response recorded" }, { "action": "set_field", "target": "first_response_time", "description": "Duration from creation to first response calculated" }, { "action": "emit_event", "event": "issue.first_response", "payload": [ "subject", "first_response_time", "response_by" ] } ], "result": "First response time recorded and compared against SLA", "priority": 12 }, "resolve_issue": { "given": [ "issue exists and is not Closed", "resolution description is provided" ], "then": [ { "action": "set_field", "target": "status", "value": "Resolved" }, { "action": "set_field", "target": "resolution_date", "description": "Current timestamp" }, { "action": "set_field", "target": "agreement_status", "description": "Set to Fulfilled or Failed based on SLA comparison" }, { "action": "emit_event", "event": "issue.resolved", "payload": [ "subject", "resolution_date", "agreement_status" ] } ], "result": "Issue resolved with SLA status determined", "priority": 13 }, "close_issue": { "given": [ "issue is in Resolved status" ], "then": [ { "action": "set_field", "target": "status", "value": "Closed" } ], "result": "Issue closed after resolution confirmation", "error": "ISSUE_ALREADY_CLOSED", "priority": 14 }, "escalate_issue": { "given": [ "response_by or resolution_by deadline has passed", "issue is not Resolved or Closed" ], "then": [ { "action": "set_field", "target": "agreement_status", "value": "Failed" }, { "action": "emit_event", "event": "issue.sla_failed", "payload": [ "subject", "priority", "response_by", "resolution_by" ] } ], "result": "SLA marked as failed and escalation triggered", "priority": 15 }, "create_warranty_claim": { "given": [ "warranty_customer and item_code are provided", "serial_no is valid and under warranty" ], "then": [ { "action": "create_record", "type": "warranty_claim", "target": "warranty_claim", "description": "Warranty claim created with Open status" }, { "action": "emit_event", "event": "warranty.claimed", "payload": [ "warranty_customer", "item_code", "serial_no", "complaint" ] } ], "result": "Warranty claim created and linked to serial number", "error": "WARRANTY_SERIAL_INVALID", "priority": 16 } }, "errors": [ { "code": "ISSUE_SLA_NOT_FOUND", "message": "No matching service level agreement found for this issue.", "status": 404 }, { "code": "ISSUE_ALREADY_CLOSED", "message": "This issue is already closed and cannot be modified.", "status": 400 }, { "code": "WARRANTY_SERIAL_INVALID", "message": "The specified serial number is invalid or not found.", "status": 400 }, { "code": "WARRANTY_EXPIRED", "message": "The warranty period for this serial number has expired.", "status": 400 } ], "events": [ { "name": "issue.created", "description": "Fired when a new support issue is created", "payload": [ "subject", "priority", "customer", "raised_by" ] }, { "name": "issue.sla_assigned", "description": "Fired when an SLA is assigned to an issue", "payload": [ "subject", "service_level_agreement", "response_by", "resolution_by" ] }, { "name": "issue.first_response", "description": "Fired when the first response is recorded", "payload": [ "subject", "first_response_time", "response_by" ] }, { "name": "issue.resolved", "description": "Fired when an issue is resolved", "payload": [ "subject", "resolution_date", "agreement_status" ] }, { "name": "issue.sla_failed", "description": "Fired when SLA deadlines are exceeded", "payload": [ "subject", "priority", "response_by", "resolution_by" ] }, { "name": "warranty.claimed", "description": "Fired when a warranty claim is created", "payload": [ "warranty_customer", "item_code", "serial_no", "complaint" ] } ], "related": [ { "feature": "customer-supplier-management", "type": "recommended", "reason": "Customer data used for SLA entity matching" }, { "feature": "serial-batch-tracking", "type": "optional", "reason": "Serial numbers used for warranty claim validation" } ], "agi": { "goals": [ { "id": "reliable_support_tickets_sla", "description": "Support ticket management with SLA tracking, priority-based response/resolution deadlines, working hours calculation with holiday exclusions, and warranty claim handling.\n", "success_metrics": [ { "metric": "processing_time", "target": "< 5s", "measurement": "Time from request to completion" }, { "metric": "success_rate", "target": ">= 99%", "measurement": "Successful operations divided by total attempts" } ], "constraints": [ { "type": "performance", "description": "Must not block dependent workflows", "negotiable": true } ] } ], "autonomy": { "level": "semi_autonomous", "escalation_triggers": [ "error_rate > 5" ] }, "safety": { "action_permissions": [ { "action": "create_issue", "permission": "supervised" }, { "action": "assign_sla", "permission": "autonomous" }, { "action": "track_response_time", "permission": "autonomous" }, { "action": "resolve_issue", "permission": "autonomous" }, { "action": "close_issue", "permission": "autonomous" }, { "action": "escalate_issue", "permission": "autonomous" }, { "action": "create_warranty_claim", "permission": "supervised" } ] }, "tradeoffs": [ { "prefer": "reliability", "over": "speed", "reason": "workflow steps must complete correctly before proceeding" } ] }, "extensions": { "source": { "repo": "https://github.com/frappe/erpnext", "project": "ERP system", "tech_stack": "Python/Frappe Framework" } } }