feat: display message if ticket is raised outside working hours

desk/src/pages/ticket/TicketNew.vue

@@ -15,6 +15,15 @@
     <div
       class="flex flex-col gap-5 py-6 h-full flex-1 self-center overflow-auto mx-auto w-full max-w-4xl px-5"
     >
+    <div v-if="afterHoursSettings.data?.outside_working_hours_message && !isDismissed" 
+      class="form-message border-bottom yellow  max-w-4xl rounded  bg-yellow-100  flex  py-1.5 px-2 justify-between items-center"
+    >
+      <p 
+        class="text-sm text-yellow-800 px-2.5 py-2">
+        {{ afterHoursSettings.data.outside_working_hours_message }}
+      </p>
+      <Button icon="x"  @click="dismissBanner" class="bg-yellow-100 hover:bg-yellow-200 text-yellow-800"  />
+    </div>
       <!-- custom fields descriptions -->
       <div v-if="Boolean(template.data?.about)" class="">
         <div class="prose-f" v-html="sanitize(template.data.about)" />
@@ -154,11 +163,11 @@ const router = useRouter();
 const { $dialog } = globalStore();
 const { updateOnboardingStep } = useOnboarding("helpdesk");
 const { isManager, userId: userID } = useAuthStore();
-
 const subject = ref("");
 const description = ref("");
 const attachments = ref([]);
 const templateFields = reactive({});
+const isDismissed = ref(false);
 
 const template = createResource({
   url: "helpdesk.helpdesk.doctype.hd_ticket_template.api.get_one",
@@ -266,6 +275,12 @@ const ticket = createResource({
   },
 });
 
+const afterHoursSettings = createResource({
+  url: "helpdesk.helpdesk.doctype.hd_ticket_template.api.get_customer_portal_settings",
+  cache: "afterHoursWarning",
+  auto: true,
+});
+
 function sanitize(html: string) {
   return sanitizeHtml(html, {
     allowedTags: sanitizeHtml.defaults.allowedTags.concat(["img"]),
@@ -301,4 +316,30 @@ onMounted(() => {
     },
   });
 });
+
+
+function getTodayKey() {
+  return new Date().toISOString().split("T")[0];
+}
+
+function dismissBanner() {
+  try {
+    const todayKey = getTodayKey();
+    localStorage.setItem(`dismiss_banner_${todayKey}`, "true");
+    isDismissed.value = true;
+  } catch (error) {
+    console.error("Error saving banner dismissal:", error);
+  }
+}
+
+onMounted(() => {
+  try {
+    const todayKey = getTodayKey();
+    const dismissed = localStorage.getItem(`dismiss_banner_${todayKey}`);
+    isDismissed.value = dismissed === "true";
+  } catch (error) {
+    console.error("Error reading banner dismissal:", error);
+  }
+});
+
 </script>

helpdesk/helpdesk/doctype/hd_settings/hd_settings.json

@@ -37,6 +37,10 @@
   "default_ticket_status",
   "column_break_yfbu",
   "ticket_reopen_status",
+  "working_hours_section",
+  "working_hours_notification",
+  "column_break_working_hours",
+  "set_outside_working_hours_message",
   "workflow_tab",
   "skip_email_workflow",
   "instantly_send_email",
@@ -441,6 +445,22 @@
    "options": "HD Ticket Status",
    "reqd": 1
   },
+  {
+   "fieldname": "working_hours_section",
+   "fieldtype": "Section Break",
+   "label": "Outside Working Hours Settings"
+  },
+  {
+   "default": "0",
+   "description": "Let customers know they're raising a ticket outside working hours, and when they can expect a reply.",
+   "fieldname": "working_hours_notification",
+   "fieldtype": "Check",
+   "label": "Show Message Outside Working Hours"
+  },
+  {
+   "fieldname": "column_break_working_hours",
+   "fieldtype": "Column Break"
+  },
   {
    "depends_on": "auto_close_tickets",
    "fieldname": "auto_close_status",
@@ -449,12 +469,20 @@
    "link_filters": "[[\"HD Ticket Status\",\"category\",\"in\",[\"Paused\",\"Resolved\",null]]]",
    "mandatory_depends_on": "eval: doc.auto_close_tickets",
    "options": "HD Ticket Status"
+  },
+  {
+   "depends_on": "working_hours_notification",
+   "description": "By default the following message is displayed \u201cYour ticket is outside office hours. For non-critical issues, expect a response by Monday.\u201d",
+   "fieldname": "set_outside_working_hours_message",
+   "fieldtype": "Small Text",
+   "label": "Set Outside Working Hours Message",
+   "placeholder": "Add your custom message here"
   }
  ],
  "grid_page_length": 50,
  "issingle": 1,
  "links": [],
- "modified": "2025-08-29 13:34:17.018321",
+ "modified": "2025-10-29 21:05:04.116492",
  "modified_by": "Administrator",
  "module": "Helpdesk",
  "name": "HD Settings",

helpdesk/helpdesk/doctype/hd_ticket_template/api.py

@@ -6,6 +6,9 @@
 from pypika import JoinType
 
 from helpdesk.helpdesk.doctype.hd_form_script.hd_form_script import get_form_script
+from helpdesk.utils import (
+    is_outside_working_hours
+)
 from helpdesk.utils import check_permissions
 
 DOCTYPE_TEMPLATE = "HD Ticket Template"
@@ -32,6 +35,17 @@ def get_one(name: str):
             "HD Ticket", apply_on_new_page=True, is_customer_portal=False
         ),
     }
+
+@frappe.whitelist()
+def get_customer_portal_settings():
+    settings = frappe.get_single("HD Settings")
+    show_message = bool(settings.working_hours_notification)
+    msg_content=settings.set_outside_working_hours_message
+    message = msg_content or "Your ticket is outside office hours, unless it is a critical issue, you will get a response by Monday"
+    outside_hours = is_outside_working_hours()
+    return {
+        "outside_working_hours_message": message if show_message and outside_hours else "",
+        }
 
 
 def get_fields_meta(template: str):

helpdesk/utils.py

@@ -10,6 +10,7 @@
 from frappe.model.document import Document
 from frappe.query_builder import Order
 from frappe.realtime import get_website_room
+from frappe.utils import now_datetime,get_time
 from frappe.utils import floor
 from frappe.utils.safe_exec import get_safe_globals
 from frappe.utils.telemetry import capture as _capture
@@ -187,6 +188,64 @@ def get_agents_team():
     return teams
 
 
+def is_outside_working_hours():
+    """Return True if current time is outside SLA or Helpdesk working hours."""
+
+    current_time = now_datetime()
+    current_weekday = current_time.weekday() 
+
+    day_map = {
+        0: "Monday",
+        1: "Tuesday",
+        2: "Wednesday",
+        3: "Thursday",
+        4: "Friday",
+        5: "Saturday",
+        6: "Sunday",
+    }
+
+    current_day_name = day_map[current_weekday]
+    sla_doc = frappe.db.get_value(
+        "HD Service Level Agreement", {"default_sla": 1}, "name"
+    )
+
+    if sla_doc:
+        sla = frappe.get_doc("HD Service Level Agreement", sla_doc)
+        working_hours = sla.get_working_hours()  
+
+        if current_day_name not in working_hours:
+            return True
+
+        start_time, end_time = working_hours[current_day_name]
+
+        start_dt = current_time.replace(
+            hour=start_time.seconds // 3600,
+            minute=(start_time.seconds // 60) % 60,
+            second=0,
+            microsecond=0,
+        )
+        end_dt = current_time.replace(
+            hour=end_time.seconds // 3600,
+            minute=(end_time.seconds // 60) % 60,
+            second=0,
+            microsecond=0,
+        )
+
+        if not (start_dt <= current_time < end_dt):
+            return True
+
+        return False
+
+    # Default Sat and Sun
+    if current_weekday in [5, 6]:
+        return True
+
+    if not (9 <= current_time.hour < 18):
+            return True
+
+    return False
+
+
 contact_default_columns = [
     {
         "label": "Name",