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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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37
agent/tickets.php
View File

@@ -69,6 +69,24 @@ if (isset($_GET['category']) & !empty($_GET['category'])) {
// Default - any
$ticket_assigned_query = '';
$ticket_assigned_filter_id = '';
// SLA state filter - breached / at risk / met / no SLA
$ticket_sla_query = '';
$ticket_sla_filter = '';
if (isset($_GET['sla']) && !empty($_GET['sla'])) {
$ticket_sla_filter = $_GET['sla'];
if ($ticket_sla_filter == 'breached') {
$ticket_sla_query = 'AND ticket_sla_id > 0 AND (ticket_response_sla_alert_stage = 2 OR ticket_resolution_sla_alert_stage = 2 OR ticket_response_sla_met = 0 OR ticket_resolution_sla_met = 0)';
} elseif ($ticket_sla_filter == 'at_risk') {
$ticket_sla_query = 'AND ticket_sla_id > 0 AND COALESCE(ticket_status_pauses_sla, 0) = 0 AND (ticket_response_sla_alert_stage = 1 OR ticket_resolution_sla_alert_stage = 1)';
} elseif ($ticket_sla_filter == 'paused') {
$ticket_sla_query = 'AND ticket_sla_id > 0 AND ticket_status_pauses_sla = 1';
} elseif ($ticket_sla_filter == 'met') {
$ticket_sla_query = 'AND ticket_sla_id > 0 AND ticket_response_sla_met = 1 AND (ticket_resolution_sla_met = 1 OR ticket_resolution_due_at IS NULL)';
} elseif ($ticket_sla_filter == 'none') {
$ticket_sla_query = 'AND ticket_sla_id = 0';
}
}
if (isset($_GET['assigned']) & !empty($_GET['assigned'])) {
if ($_GET['assigned'] == 'unassigned') {
$ticket_assigned_query = 'AND ticket_assigned_to = 0';
@@ -109,6 +127,7 @@ $query =
$category_query
AND DATE(ticket_created_at) BETWEEN '$dtf' AND '$dtt'
AND (CONCAT(ticket_prefix,ticket_number) LIKE '%$q%' OR client_name LIKE '%$q%' OR ticket_subject LIKE '%$q%' OR ticket_status_name LIKE '%$q%' OR ticket_priority LIKE '%$q%' OR user_name LIKE '%$q%' OR contact_name LIKE '%$q%' OR asset_name LIKE '%$q%' OR vendor_name LIKE '%$q%' OR ticket_vendor_ticket_number LIKE '%q%')
$ticket_sla_query
$ticket_billable_snippet
$ticket_project_snippet
$access_permission_query_overide
@@ -211,6 +230,24 @@ $sql_categories_filter = mysqli_query(
</div>
</div>
<?php
// Only offer the SLA filter once SLAs are actually in use
$sla_filter_in_use = mysqli_fetch_row(mysqli_query($mysqli, "SELECT COUNT(sla_id) FROM slas WHERE sla_archived_at IS NULL"))[0] > 0;
if ($sla_filter_in_use) { ?>
<div class="col-sm-3">
<div class="form-group">
<select class="form-control select2" name="sla" onchange="this.form.submit()">
<option value="">- All SLA States -</option>
<option <?php if ($ticket_sla_filter == 'breached') { echo "selected"; } ?> value="breached">SLA breached</option>
<option <?php if ($ticket_sla_filter == 'at_risk') { echo "selected"; } ?> value="at_risk">SLA at risk</option>
<option <?php if ($ticket_sla_filter == 'paused') { echo "selected"; } ?> value="paused">SLA paused</option>
<option <?php if ($ticket_sla_filter == 'met') { echo "selected"; } ?> value="met">SLA met</option>
<option <?php if ($ticket_sla_filter == 'none') { echo "selected"; } ?> value="none">No SLA</option>
</select>
</div>
</div>
<?php } ?>
<div class="col-sm-3">
<div class="form-group">
<select class="form-control select2" name="category" onchange="this.form.submit()">