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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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180
functions/sla.php
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@@ -114,6 +114,160 @@ function addBusinessMinutes($start_datetime, $minutes)
return $cursor->format('Y-m-d H:i:s');
}
// Business minutes elapsed between two datetimes - the inverse of
// addBusinessMinutes, used to measure how much of a resolution budget an
// interval actually consumed.
function businessMinutesBetween($start_datetime, $end_datetime)
{
$start = new DateTime($start_datetime);
$end = new DateTime($end_datetime);
if ($end <= $start) {
return 0;
}
$sla_settings = getSlaSettings();
$business_days = $sla_settings['business_days'];
$day_start = $sla_settings['business_hours_start'];
$day_end = $sla_settings['business_hours_end'];
if (empty($business_days) || empty($day_start) || empty($day_end) || $day_start >= $day_end) {
return intval(floor(($end->getTimestamp() - $start->getTimestamp()) / 60));
}
$seconds = 0;
$cursor = clone $start;
// Sum the overlap between the interval and each day's business window
for ($i = 0; $i < 731; $i++) {
if ($cursor > $end) {
break;
}
if (in_array(intval($cursor->format('N')), $business_days)) {
$window_start = new DateTime($cursor->format('Y-m-d') . " $day_start");
$window_end = new DateTime($cursor->format('Y-m-d') . " $day_end");
$from = $cursor > $window_start ? $cursor : $window_start;
$to = $end < $window_end ? $end : $window_end;
if ($to > $from) {
$seconds += $to->getTimestamp() - $from->getTimestamp();
}
}
$cursor = new DateTime($cursor->format('Y-m-d') . ' 00:00:00');
$cursor->modify('+1 day');
}
return intval(floor($seconds / 60));
}
// Business minutes already spent on a ticket's resolution clock, including the
// interval currently running
function getTicketSlaConsumedMinutes($ticket_id)
{
global $mysqli;
$ticket_id = intval($ticket_id);
$consumed = 0;
$sql = mysqli_query($mysqli, "SELECT sla_history_started_at, sla_history_ended_at, sla_history_minutes FROM sla_history WHERE sla_history_ticket_id = $ticket_id");
while ($row = mysqli_fetch_assoc($sql)) {
if (!is_null($row['sla_history_ended_at'])) {
$consumed += intval($row['sla_history_minutes']);
} else {
$consumed += businessMinutesBetween($row['sla_history_started_at'], date('Y-m-d H:i:s'));
}
}
return $consumed;
}
// How many times a ticket's clock has been stopped. Zero means it has run
// continuously since creation, so its deadline is still simply creation plus
// the budget - the same answer pausing-free installs have always had.
function getTicketSlaPausedCount($ticket_id)
{
global $mysqli;
$ticket_id = intval($ticket_id);
$row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT COUNT(sla_history_id) AS paused_count FROM sla_history WHERE sla_history_ticket_id = $ticket_id AND sla_history_ended_at IS NOT NULL"));
return intval($row['paused_count']);
}
// Reconcile a ticket's resolution clock with its current status. Safe to call
// after any status change (and after applyTicketSla) - it opens an interval
// when the clock should be running, closes it when it should not, and on
// resume re-bases the resolution deadline on the remaining budget. The response
// clock is deliberately never paused: a ticket cannot wait on a client before
// anyone has replied to it.
function syncTicketSlaClock($ticket_id)
{
global $mysqli;
$ticket_id = intval($ticket_id);
$sql = mysqli_query($mysqli, "SELECT ticket_sla_id, ticket_created_at, ticket_resolved_at, ticket_closed_at, ticket_archived_at, ticket_resolution_sla_alert_stage, sla_resolution_minutes, ticket_status_pauses_sla
FROM tickets
LEFT JOIN slas ON ticket_sla_id = sla_id
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
WHERE ticket_id = $ticket_id
LIMIT 1"
);
if (!$sql || !mysqli_num_rows($sql)) {
return;
}
$row = mysqli_fetch_assoc($sql);
$open_sql = mysqli_query($mysqli, "SELECT sla_history_id, sla_history_started_at FROM sla_history WHERE sla_history_ticket_id = $ticket_id AND sla_history_ended_at IS NULL ORDER BY sla_history_id DESC LIMIT 1");
$open_interval = mysqli_num_rows($open_sql) ? mysqli_fetch_assoc($open_sql) : null;
// Only tickets carrying a resolution target have a clock to track
$resolution_minutes = intval($row['sla_resolution_minutes']);
$tracked = intval($row['ticket_sla_id']) > 0 && $resolution_minutes > 0;
$should_run = $tracked
&& empty($row['ticket_resolved_at'])
&& empty($row['ticket_closed_at'])
&& empty($row['ticket_archived_at'])
&& intval($row['ticket_status_pauses_sla']) == 0;
if ($should_run && is_null($open_interval)) {
// Prior intervals mean this is a resume, so the deadline moves out by
// whatever budget is left rather than staying where it was
$had_history = getTicketSlaPausedCount($ticket_id) > 0;
$consumed = $had_history ? getTicketSlaConsumedMinutes($ticket_id) : 0;
// The very first interval is anchored to the ticket's creation time, not
// to now - otherwise a backdated ticket would start life with its whole
// budget intact and re-stamping it would keep handing that budget back
$interval_start = $had_history ? date('Y-m-d H:i:s') : escapeSql($row['ticket_created_at']);
mysqli_query($mysqli, "INSERT INTO sla_history SET sla_history_started_at = '$interval_start', sla_history_ticket_id = $ticket_id");
if ($had_history) {
$remaining = $resolution_minutes - $consumed;
if ($remaining < 0) {
$remaining = 0;
}
$resolution_due_at = addBusinessMinutes(date('Y-m-d H:i:s'), $remaining);
// A ticket that already breached stays breached
$alert_stage = intval($row['ticket_resolution_sla_alert_stage']) == 2 ? 2 : 0;
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolution_due_at = '$resolution_due_at', ticket_resolution_sla_alert_stage = $alert_stage WHERE ticket_id = $ticket_id");
}
} elseif (!$should_run && !is_null($open_interval)) {
$interval_id = intval($open_interval['sla_history_id']);
$minutes = businessMinutesBetween($open_interval['sla_history_started_at'], date('Y-m-d H:i:s'));
mysqli_query($mysqli, "UPDATE sla_history SET sla_history_ended_at = NOW(), sla_history_minutes = $minutes WHERE sla_history_id = $interval_id");
}
}
// Resolve which SLA (if any) applies to a client + priority combination.
// Returns an sla_id, or 0 when no SLA applies.
function getTicketSlaId($client_id, $priority)
@@ -180,6 +334,7 @@ function applyTicketSla($ticket_id, $forced_sla_id = null)
// No SLA applies - clear any previous targets
if ($sla_id == 0) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_sla_id = 0, ticket_response_due_at = NULL, ticket_resolution_due_at = NULL, ticket_response_sla_met = NULL, ticket_resolution_sla_met = NULL, ticket_response_sla_alert_stage = 0, ticket_resolution_sla_alert_stage = 0 WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
return;
}
@@ -196,7 +351,19 @@ function applyTicketSla($ticket_id, $forced_sla_id = null)
$resolution_due_at = null;
$resolution_due_at_set = "NULL";
if (intval($sla['sla_resolution_minutes']) > 0) {
$resolution_due_at = addBusinessMinutes($created_at, $sla['sla_resolution_minutes']);
// Once a ticket has been paused the budget is measured from what was
// actually consumed, so paused time is not silently handed back. A
// ticket that has only ever run keeps its original creation-anchored
// deadline, including when that deadline is already in the past.
if (getTicketSlaPausedCount($ticket_id) > 0) {
$remaining = intval($sla['sla_resolution_minutes']) - getTicketSlaConsumedMinutes($ticket_id);
if ($remaining < 0) {
$remaining = 0;
}
$resolution_due_at = addBusinessMinutes(date('Y-m-d H:i:s'), $remaining);
} else {
$resolution_due_at = addBusinessMinutes($created_at, $sla['sla_resolution_minutes']);
}
$resolution_due_at_set = "'$resolution_due_at'";
}
@@ -213,6 +380,8 @@ function applyTicketSla($ticket_id, $forced_sla_id = null)
}
mysqli_query($mysqli, "UPDATE tickets SET ticket_sla_id = $sla_id, ticket_response_due_at = '$response_due_at', ticket_resolution_due_at = $resolution_due_at_set, ticket_response_sla_met = $response_met_set, ticket_resolution_sla_met = $resolution_met_set, ticket_response_sla_alert_stage = 0, ticket_resolution_sla_alert_stage = 0 WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
}
// Record the ticket's first response (if not already recorded) and judge the
@@ -266,10 +435,13 @@ function setTicketResolutionSlaMet($ticket_id)
$resolution_met = $ended_at <= strtotime($row['ticket_resolution_due_at']) ? 1 : 0;
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolution_sla_met = $resolution_met WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
}
// A reopened ticket goes back on the resolution clock (original due date - no
// pause/extend logic yet, that arrives with SLA pausing)
// A reopened ticket goes back on the resolution clock. syncTicketSlaClock
// reopens an interval and re-bases the deadline on the budget that is left, so
// a ticket that was resolved with time to spare gets that remainder back.
function resetTicketResolutionSla($ticket_id)
{
global $mysqli;
@@ -277,4 +449,6 @@ function resetTicketResolutionSla($ticket_id)
$ticket_id = intval($ticket_id);
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolution_sla_met = NULL, ticket_resolution_sla_alert_stage = 0 WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);
}