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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
agent/reports/ticket_by_client.php
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@@ -68,6 +68,7 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
<th class="text-right">Priority: Low</th>
<th class="text-right">Priority: Med</th>
<th class="text-right">Priority: High</th>
<th class="text-right">Priority: Urgent</th>
<th class="text-right">Resolved</th>
<th class="text-right">Total Time worked <i>(H:M:S)</i></th>
<th class="text-right">Avg time to respond</th>
@@ -105,6 +106,11 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
$row = mysqli_fetch_assoc($sql_high_ticket_count);
$high_ticket_count = intval($row['high_ticket_count']);
// Breakdown tickets for each priority - Urgent
$sql_urgent_ticket_count = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS urgent_ticket_count FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = $client_id AND ticket_priority = 'Urgent'");
$row = mysqli_fetch_assoc($sql_urgent_ticket_count);
$urgent_ticket_count = intval($row['urgent_ticket_count']);
// Used to calculate average time to respond to tickets that were raised in period specified
$sql_tickets_respond = mysqli_query($mysqli, "SELECT ticket_created_at, ticket_first_response_at FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = $client_id");
@@ -158,6 +164,7 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
<td class="text-right"><?= $low_ticket_count ?></td>
<td class="text-right"><?= $med_ticket_count ?></td>
<td class="text-right"><?= $high_ticket_count ?></td>
<td class="text-right"><?= $urgent_ticket_count ?></td>
<td class="text-right"><?= $ticket_resolved_count ?></td>
<td class="text-right"><?= $ticket_total_time_worked ?></td>
<td class="text-right"><?= $avg_time_to_respond ?></td>
@@ -189,6 +196,7 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
<th class="text-right">Priority: Low</th>
<th class="text-right">Priority: Med</th>
<th class="text-right">Priority: High</th>
<th class="text-right">Priority: Urgent</th>
<th class="text-right">Resolved</th>
<th class="text-right">Total Time worked <i>(H:M:S)</i></th>
<th class="text-right">Avg time to respond</th>
@@ -227,6 +235,11 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
$row = mysqli_fetch_assoc($sql_high_ticket_count);
$high_ticket_count = intval($row['high_ticket_count']);
// Breakdown tickets for each priority - Urgent
$sql_urgent_ticket_count = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS urgent_ticket_count FROM tickets WHERE YEAR(ticket_created_at) = $year AND MONTH(ticket_created_at) = $month AND ticket_client_id = $client_id AND ticket_priority = 'Urgent'");
$row = mysqli_fetch_assoc($sql_urgent_ticket_count);
$urgent_ticket_count = intval($row['urgent_ticket_count']);
// Used to calculate average time to respond to tickets that were raised in period specified
$sql_tickets_respond = mysqli_query($mysqli, "SELECT ticket_created_at, ticket_first_response_at FROM tickets WHERE YEAR(ticket_created_at) = $year AND MONTH(ticket_created_at) = $month AND ticket_client_id = $client_id");
@@ -279,6 +292,7 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
<td class="text-right"><?= $low_ticket_count ?></td>
<td class="text-right"><?= $med_ticket_count ?></td>
<td class="text-right"><?= $high_ticket_count ?></td>
<td class="text-right"><?= $urgent_ticket_count ?></td>
<td class="text-right"><?= $ticket_resolved_count ?></td>
<td class="text-right"><?= $ticket_total_time_worked ?></td>
<td class="text-right"><?= $avg_time_to_respond ?></td>