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Add SLA pausing, SLA reports, SLA filtering and kanban SLA state (phase 3)

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Statuses can be flagged to pause the resolution clock; sla_history records the intervals a ticket's clock actually ran and the deadline is re-based on remaining budget when it resumes. Adds SLA Summary and SLA by Client reports, an SLA state filter on the ticket list, SLA colouring on kanban cards, and an Urgent column on the Tickets by Client report. DB update 2.5.1. Also fixes resolution SLA verdicts being skipped when resolving via kanban or the client portal.
This commit is contained in:
johnnyq
2026-07-29 13:02:27 -04:00
parent e76b384606
commit 162a597da9
22 changed files with 796 additions and 9 deletions
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14
admin/post/ticket_status.php
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@@ -9,7 +9,9 @@ if (isset($_POST['add_ticket_status'])) {
$name = escapeSql($_POST['name']);
$color = escapeSql($_POST['color']);
mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = '$name', ticket_status_color = '$color'");
$pauses_sla = intval($_POST['pauses_sla'] ?? 0);
mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = '$name', ticket_status_color = '$color', ticket_status_pauses_sla = $pauses_sla");
$ticket_status_id = mysqli_insert_id($mysqli);
@@ -31,7 +33,15 @@ if (isset($_POST['edit_ticket_status'])) {
$order = intval($_POST['order']);
$status = intval($_POST['status']);
mysqli_query($mysqli, "UPDATE ticket_statuses SET ticket_status_name = '$name', ticket_status_color = '$color', ticket_status_order = $order, ticket_status_active = $status WHERE ticket_status_id = $ticket_status_id");
$pauses_sla = intval($_POST['pauses_sla'] ?? 0);
mysqli_query($mysqli, "UPDATE ticket_statuses SET ticket_status_name = '$name', ticket_status_color = '$color', ticket_status_order = $order, ticket_status_active = $status, ticket_status_pauses_sla = $pauses_sla WHERE ticket_status_id = $ticket_status_id");
// Tickets already sitting in this status need their clock reconciled
$sql_status_tickets = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_status = $ticket_status_id AND ticket_closed_at IS NULL AND ticket_archived_at IS NULL");
while ($status_ticket_row = mysqli_fetch_assoc($sql_status_tickets)) {
syncTicketSlaClock($status_ticket_row['ticket_id']);
}
logAudit("Ticket Status", "Edit", "$session_name edited custom ticket status $name", 0, $ticket_status_id);