AS1024/itflow
1
0
Fork 0
mirror of https://github.com/itflow-org/itflow synced 2026-08-05 07:07:14 +00:00
Code Issues Packages Projects Releases Wiki Activity

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

Browse Source 
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
Download Patch File Download Diff File Expand all files Collapse all files

7
agent/ticket.php
View File

@@ -117,6 +117,7 @@ if (isset($_GET['ticket_id'])) {
$ticket_resolution_due_at = escapeHtml($row['ticket_resolution_due_at']);
$ticket_response_sla_met = $row['ticket_response_sla_met'];
$ticket_resolution_sla_met = $row['ticket_resolution_sla_met'];
$ticket_sla_paused = intval($row['ticket_status_pauses_sla']);
$ticket_sla_name = "None";
if ($ticket_sla_id) {
$sla_name_sql = mysqli_query($mysqli, "SELECT sla_name FROM slas WHERE sla_id = $ticket_sla_id");
@@ -911,7 +912,11 @@ if (isset($_GET['ticket_id'])) {
<?php } ?>
<?php if ($ticket_sla_id && $ticket_resolution_due_at) { ?>
<div class="mt-2">
<i class="fas fa-fw fa-flag-checkered text-secondary mr-1"></i><strong class="mr-1">Resolve by:</strong><?= date('M d • g:i A', strtotime($ticket_resolution_due_at)) ?>
<i class="fas fa-fw fa-flag-checkered text-secondary mr-1"></i><strong class="mr-1">Resolve by:</strong><?php if ($ticket_sla_paused && empty($ticket_resolved_at) && empty($ticket_closed_at)) { ?>
<span class="text-warning"><i class="fas fa-fw fa-pause-circle mr-1"></i>Paused</span>
<?php } else { ?>
<?= date('M d • g:i A', strtotime($ticket_resolution_due_at)) ?>
<?php } ?>
<?php if (!is_null($ticket_resolution_sla_met)) { echo $ticket_resolution_sla_met ? "<i class='fas fa-fw fa-check text-success ml-1' title='Resolution SLA met'></i>" : "<i class='fas fa-fw fa-exclamation-triangle text-danger ml-1' title='Resolution SLA missed'></i>"; } ?>
</div>
<?php } ?>