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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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9
admin/ticket_statuses.php
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@@ -61,6 +61,7 @@ $num_rows = mysqli_fetch_row(mysqli_query($mysqli, "SELECT FOUND_ROWS()"));
Status <?php if ($sort == 'ticket_status_active') { echo $order_icon; } ?>
</a>
</th>
<th>SLA</th>
<th class="text-center">Action</th>
</tr>
</thead>
@@ -72,6 +73,7 @@ $num_rows = mysqli_fetch_row(mysqli_query($mysqli, "SELECT FOUND_ROWS()"));
$ticket_status_name = escapeHtml($row['ticket_status_name']);
$ticket_status_color = escapeHtml($row['ticket_status_color']);
$ticket_status_active = intval($row['ticket_status_active']);
$ticket_status_pauses_sla = intval($row['ticket_status_pauses_sla']);
if ($ticket_status_active) {
$ticket_status_display = "<div class='text-success text-bold'>Active</div>";
} else {
@@ -92,6 +94,13 @@ $num_rows = mysqli_fetch_row(mysqli_query($mysqli, "SELECT FOUND_ROWS()"));
<td>
<span class='badge badge-pill text-light p-2' style="background-color: <?= $ticket_status_color ?>"><?= $ticket_status_name ?></span>
<td><?= $ticket_status_display ?></td>
<td>
<?php if ($ticket_status_pauses_sla) { ?>
<span class="text-warning"><i class="fas fa-fw fa-pause-circle mr-1"></i>Paused</span>
<?php } else { ?>
<span class="text-secondary">Running</span>
<?php } ?>
</td>
<td>
<div class="dropdown dropleft text-center">
<button class="btn btn-secondary btn-sm" type="button" data-toggle="dropdown">