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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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11
cron/ticket_sla.php
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@@ -28,6 +28,10 @@ require_once "../functions.php";
* they make every notification fire exactly once. Tickets without an SLA
* (ticket_sla_id = 0) are never selected, so with no SLAs assigned this cron
* is a no-op.
*
* Tickets sitting in a status flagged as pausing the SLA are skipped on the
* resolution track: their clock is not running, so they can neither warn nor
* breach until someone moves them back to a running status.
*/
$sla_settings = getSlaSettings();
@@ -135,7 +139,9 @@ $sql_resolution = mysqli_query($mysqli, "SELECT ticket_id, ticket_prefix, ticket
FROM tickets
LEFT JOIN slas ON ticket_sla_id = sla_id
LEFT JOIN users ON ticket_assigned_to = user_id
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
WHERE ticket_sla_id > 0
AND COALESCE(ticket_status_pauses_sla, 0) = 0
AND ticket_resolution_due_at IS NOT NULL
AND ticket_resolved_at IS NULL
AND ticket_closed_at IS NULL
@@ -154,8 +160,9 @@ while ($ticket = mysqli_fetch_assoc($sql_resolution)) {
sendSlaAlert($ticket, "Resolution SLA breached", "The resolution SLA on this ticket was missed (due {$ticket['ticket_resolution_due_at']}).");
} elseif ($stage < 1 && $warning_percent) {
$warn_at = strtotime(addBusinessMinutes($ticket['ticket_created_at'], floor(intval($ticket['sla_resolution_minutes']) * $warning_percent / 100)));
if ($now >= $warn_at) {
// Measured against consumed clock time, so paused spells don't warn early
$warn_after_minutes = floor(intval($ticket['sla_resolution_minutes']) * $warning_percent / 100);
if (getTicketSlaConsumedMinutes($ticket_id) >= $warn_after_minutes) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolution_sla_alert_stage = 1 WHERE ticket_id = $ticket_id");
sendSlaAlert($ticket, "Resolution SLA at risk", "This ticket is approaching its resolution SLA (due {$ticket['ticket_resolution_due_at']}).");
}