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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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10
agent/post/ticket.php
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@@ -863,6 +863,7 @@ if (isset($_POST['assign_ticket'])) {
// Update ticket & insert reply
mysqli_query($mysqli, "UPDATE tickets SET ticket_assigned_to = $assigned_to, ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
@@ -1070,6 +1071,7 @@ if (isset($_POST['bulk_assign_ticket'])) {
// Update ticket & insert reply
mysqli_query($mysqli, "UPDATE tickets SET ticket_assigned_to = $assign_to, ticket_status = $ticket_status WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$ticket_reply', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
@@ -1276,6 +1278,7 @@ if (isset($_POST['bulk_merge_tickets'])) {
}
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number bulk merged into <a href=\"ticket.php?ticket_id=$merge_into_ticket_id\">$ticket_prefix$merge_into_ticket_number</a>. Comment: $merge_comment', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '5', ticket_resolved_at = NOW(), ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
syncTicketSlaClock($ticket_id);
setTicketResolutionSlaMet($ticket_id);
// Update new parent ticket
@@ -1356,6 +1359,7 @@ if (isset($_POST['bulk_resolve_tickets'])) {
// Update ticket & insert reply
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
setTicketResolutionSlaMet($ticket_id);
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$details', ticket_reply_type = '$ticket_reply_type', ticket_reply_time_worked = '$ticket_reply_time_worked', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
@@ -1504,6 +1508,7 @@ if (isset($_POST['bulk_ticket_reply'])) {
// Update Ticket Status
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
logAudit("Ticket", "Reply", "$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply", $client_id, $ticket_id);
@@ -1833,6 +1838,7 @@ if (isset($_POST['add_ticket_reply'])) {
// Update Ticket Status & updated at (in case status didn't change)
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $ticket_status, ticket_updated_at = NOW() WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
// Resolve the ticket, if set
if ($ticket_status == 4) {
@@ -2134,6 +2140,7 @@ if (isset($_POST['merge_ticket'])) {
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket $ticket_prefix$ticket_number merged into <a href=\"ticket.php?ticket_id=$merge_into_ticket_id\">$ticket_prefix$merge_into_ticket_number</a>. Comment: $merge_comment', ticket_reply_time_worked = '00:01:00', ticket_reply_type = '$ticket_reply_type', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '5', ticket_resolved_at = NOW(), ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
syncTicketSlaClock($ticket_id);
setTicketResolutionSlaMet($ticket_id);
//Update new parent ticket
@@ -2210,6 +2217,7 @@ if (isset($_GET['resolve_ticket'])) {
// Resolve
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 4, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
setTicketResolutionSlaMet($ticket_id);
logAudit("Ticket", "Resolved", "$session_name resolved ticket $ticket_prefix$ticket_number (ID: $ticket_id)", $client_id, $ticket_id);
@@ -2311,6 +2319,7 @@ if (isset($_GET['close_ticket'])) {
}
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 5, ticket_closed_at = NOW(), ticket_closed_by = $session_user_id WHERE ticket_id = $ticket_id") or die(mysqli_error($mysqli));
syncTicketSlaClock($ticket_id);
setTicketResolutionSlaMet($ticket_id);
mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = 'Ticket closed.', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:01:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
@@ -2412,6 +2421,7 @@ if (isset($_GET['reopen_ticket'])) {
}
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
resetTicketResolutionSla($ticket_id);
logAudit("Ticket", "Reopened", "$session_name reopened ticket ID $ticket_id", $client_id, $ticket_id);