{
 "actions": [],
 "allow_import": 1,
 "allow_rename": 1,
 "autoname": "naming_series:",
 "creation": "2013-02-01 10:36:25",
 "doctype": "DocType",
 "document_type": "Setup",
 "email_append_to": 1,
 "engine": "InnoDB",
 "field_order": [
  "subject_section",
  "naming_series",
  "subject",
  "customer",
  "raised_by",
  "cb00",
  "status",
  "priority",
  "issue_type",
  "issue_split_from",
  "sb_details",
  "description",
  "service_level_section",
  "service_level_agreement",
  "response_by",
  "reset_service_level_agreement",
  "cb",
  "agreement_status",
  "sla_resolution_by",
  "service_level_agreement_creation",
  "on_hold_since",
  "total_hold_time",
  "response",
  "first_response_time",
  "first_responded_on",
  "column_break_26",
  "avg_response_time",
  "section_break_19",
  "resolution_details",
  "column_break1",
  "opening_date",
  "opening_time",
  "sla_resolution_date",
  "resolution_time",
  "user_resolution_time",
  "additional_info",
  "lead",
  "contact",
  "email_account",
  "column_break_16",
  "customer_name",
  "project",
  "company",
  "via_customer_portal",
  "attachment",
  "content_type"
 ],
 "fields": [
  {
   "fieldname": "subject_section",
   "fieldtype": "Section Break",
   "options": "fa fa-flag"
  },
  {
   "fieldname": "naming_series",
   "fieldtype": "Select",
   "label": "Series",
   "no_copy": 1,
   "options": "ISS-.YYYY.-",
   "print_hide": 1,
   "set_only_once": 1
  },
  {
   "bold": 1,
   "fieldname": "subject",
   "fieldtype": "Data",
   "in_global_search": 1,
   "in_standard_filter": 1,
   "label": "Subject",
   "reqd": 1
  },
  {
   "fieldname": "customer",
   "fieldtype": "Link",
   "in_global_search": 1,
   "label": "Customer",
   "oldfieldname": "customer",
   "oldfieldtype": "Link",
   "options": "Customer",
   "print_hide": 1,
   "search_index": 1
  },
  {
   "bold": 1,
   "depends_on": "eval:doc.__islocal",
   "fieldname": "raised_by",
   "fieldtype": "Data",
   "in_global_search": 1,
   "in_list_view": 1,
   "label": "Raised By (Email)",
   "oldfieldname": "raised_by",
   "oldfieldtype": "Data",
   "options": "Email"
  },
  {
   "fieldname": "cb00",
   "fieldtype": "Column Break"
  },
  {
   "default": "Open",
   "fieldname": "status",
   "fieldtype": "Select",
   "in_list_view": 1,
   "in_standard_filter": 1,
   "label": "Status",
   "no_copy": 1,
   "oldfieldname": "status",
   "oldfieldtype": "Select",
   "options": "Open\nReplied\nOn Hold\nResolved\nClosed",
   "search_index": 1
  },
  {
   "fieldname": "priority",
   "fieldtype": "Link",
   "in_list_view": 1,
   "in_standard_filter": 1,
   "label": "Priority",
   "options": "Issue Priority"
  },
  {
   "fieldname": "issue_type",
   "fieldtype": "Link",
   "label": "Issue Type",
   "options": "Issue Type"
  },
  {
   "collapsible": 1,
   "collapsible_depends_on": "eval:doc.status!=\"Closed\"",
   "fieldname": "sb_details",
   "fieldtype": "Section Break",
   "label": "Details"
  },
  {
   "bold": 1,
   "fieldname": "description",
   "fieldtype": "Text Editor",
   "in_global_search": 1,
   "label": "Description",
   "oldfieldname": "problem_description",
   "oldfieldtype": "Text"
  },
  {
   "collapsible": 1,
   "fieldname": "service_level_section",
   "fieldtype": "Section Break",
   "label": "Service Level Agreement Details"
  },
  {
   "fieldname": "service_level_agreement",
   "fieldtype": "Link",
   "label": "Service Level Agreement",
   "options": "Service Level Agreement"
  },
  {
   "depends_on": "eval: doc.status != 'Replied' && doc.service_level_agreement;",
   "fieldname": "response_by",
   "fieldtype": "Datetime",
   "label": "Response By",
   "read_only": 1
  },
  {
   "collapsible": 1,
   "fieldname": "cb",
   "fieldtype": "Column Break",
   "options": "fa fa-pushpin",
   "read_only": 1
  },
  {
   "collapsible": 1,
   "fieldname": "response",
   "fieldtype": "Section Break",
   "label": "Response Details"
  },
  {
   "fieldname": "first_responded_on",
   "fieldtype": "Datetime",
   "label": "First Responded On"
  },
  {
   "collapsible": 1,
   "fieldname": "additional_info",
   "fieldtype": "Section Break",
   "label": "Reference",
   "options": "fa fa-pushpin",
   "read_only": 1
  },
  {
   "fieldname": "lead",
   "fieldtype": "Link",
   "label": "Lead",
   "options": "Lead"
  },
  {
   "fieldname": "contact",
   "fieldtype": "Link",
   "label": "Contact",
   "options": "Contact"
  },
  {
   "fieldname": "email_account",
   "fieldtype": "Link",
   "label": "Email Account",
   "options": "Email Account"
  },
  {
   "fieldname": "column_break_16",
   "fieldtype": "Column Break"
  },
  {
   "bold": 1,
   "fieldname": "customer_name",
   "fieldtype": "Data",
   "label": "Customer Name",
   "oldfieldname": "customer_name",
   "oldfieldtype": "Data",
   "read_only": 1
  },
  {
   "fieldname": "project",
   "fieldtype": "Link",
   "label": "Project",
   "options": "Project"
  },
  {
   "fieldname": "company",
   "fieldtype": "Link",
   "label": "Company",
   "options": "Company",
   "print_hide": 1
  },
  {
   "collapsible": 1,
   "fieldname": "section_break_19",
   "fieldtype": "Section Break",
   "label": "Resolution Details"
  },
  {
   "depends_on": "eval:!doc.__islocal",
   "fieldname": "resolution_details",
   "fieldtype": "Text Editor",
   "label": "Resolution Details",
   "no_copy": 1,
   "oldfieldname": "resolution_details",
   "oldfieldtype": "Text"
  },
  {
   "depends_on": "eval:!doc.__islocal",
   "fieldname": "column_break1",
   "fieldtype": "Column Break",
   "oldfieldtype": "Column Break",
   "read_only": 1
  },
  {
   "default": "Today",
   "fieldname": "opening_date",
   "fieldtype": "Date",
   "label": "Opening Date",
   "no_copy": 1,
   "oldfieldname": "opening_date",
   "oldfieldtype": "Date",
   "read_only": 1
  },
  {
   "fieldname": "opening_time",
   "fieldtype": "Time",
   "label": "Opening Time",
   "no_copy": 1,
   "oldfieldname": "opening_time",
   "oldfieldtype": "Time",
   "read_only": 1
  },
  {
   "fieldname": "content_type",
   "fieldtype": "Data",
   "hidden": 1,
   "label": "Content Type"
  },
  {
   "fieldname": "attachment",
   "fieldtype": "Attach",
   "hidden": 1,
   "label": "Attachment"
  },
  {
   "default": "0",
   "fieldname": "via_customer_portal",
   "fieldtype": "Check",
   "label": "Via Customer Portal"
  },
  {
   "fieldname": "service_level_agreement_creation",
   "fieldtype": "Datetime",
   "hidden": 1,
   "label": "Service Level Agreement Creation",
   "read_only": 1
  },
  {
   "depends_on": "eval: doc.service_level_agreement",
   "fieldname": "reset_service_level_agreement",
   "fieldtype": "Button",
   "label": "Reset Service Level Agreement"
  },
  {
   "fieldname": "issue_split_from",
   "fieldtype": "Link",
   "label": "Issue Split From",
   "options": "Issue",
   "read_only": 1
  },
  {
   "fieldname": "column_break_26",
   "fieldtype": "Column Break"
  },
  {
   "bold": 1,
   "fieldname": "avg_response_time",
   "fieldtype": "Duration",
   "label": "Average Response Time",
   "read_only": 1
  },
  {
   "fieldname": "resolution_time",
   "fieldtype": "Duration",
   "label": "Resolution Time",
   "read_only": 1
  },
  {
   "fieldname": "user_resolution_time",
   "fieldtype": "Duration",
   "label": "User Resolution Time",
   "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
  },
  {
   "default": "First Response Due",
   "depends_on": "eval: doc.service_level_agreement",
   "fieldname": "agreement_status",
   "fieldtype": "Select",
   "label": "Service Level Agreement Status",
   "options": "First Response Due\nResolution Due\nFulfilled\nFailed",
   "read_only": 1
  },
  {
   "bold": 1,
   "fieldname": "first_response_time",
   "fieldtype": "Duration",
   "label": "First Response Time",
   "read_only": 1
  },
  {
   "depends_on": "eval: doc.status != 'Replied' && doc.service_level_agreement;",
   "fieldname": "sla_resolution_by",
   "fieldtype": "Datetime",
   "label": "Resolution By",
   "read_only": 1
  },
  {
   "depends_on": "eval:!doc.__islocal",
   "fieldname": "sla_resolution_date",
   "fieldtype": "Datetime",
   "label": "Resolution Date",
   "no_copy": 1,
   "oldfieldname": "resolution_date",
   "oldfieldtype": "Date",
   "read_only": 1
  }
 ],
 "icon": "fa fa-ticket",
 "idx": 7,
 "links": [],
 "modified": "2025-02-18 21:18:52.797745",
 "modified_by": "Administrator",
 "module": "Support",
 "name": "Issue",
 "naming_rule": "By \"Naming Series\" field",
 "owner": "Administrator",
 "permissions": [
  {
   "create": 1,
   "delete": 1,
   "email": 1,
   "print": 1,
   "read": 1,
   "report": 1,
   "role": "Support Team",
   "share": 1,
   "write": 1
  }
 ],
 "quick_entry": 1,
 "search_fields": "status,customer,subject,raised_by",
 "sender_field": "raised_by",
 "sort_field": "modified",
 "sort_order": "DESC",
 "subject_field": "subject",
 "timeline_field": "customer",
 "title_field": "subject",
 "track_changes": 1,
 "track_seen": 1
}
