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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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5
agent/ajax.php
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@@ -502,10 +502,14 @@ if (isset($_POST['update_kanban_ticket'])) {
// If the ticket was moved from a resolved status to another status, we need to update ticket_resolved_at
if ($oldStatus === $statuses['Resolved']) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_order = $kanban, ticket_status = $status, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id");
resetTicketResolutionSla($ticket_id);
syncTicketSlaClock($ticket_id);
triggerCustomAction('ticket_update', $ticket_id);
} elseif ($status === $statuses['Resolved']) {
// If the ticket was moved to a resolved status, we need to update ticket_resolved_at
mysqli_query($mysqli, "UPDATE tickets SET ticket_order = $kanban, ticket_status = $status, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
setTicketResolutionSlaMet($ticket_id);
syncTicketSlaClock($ticket_id);
triggerCustomAction('ticket_update', $ticket_id);
// Client notification email
@@ -586,6 +590,7 @@ if (isset($_POST['update_kanban_ticket'])) {
} else {
// If the ticket was moved from any status to another status
mysqli_query($mysqli, "UPDATE tickets SET ticket_order = $kanban, ticket_status = $status WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
triggerCustomAction('ticket_update', $ticket_id);
}
}