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Get started: the standard SLAs set a response time only - Urgent 1 business hour, High 2, Medium 4, Low 8 - with no resolution time, reuse an existing SLA only when it has the same response time and none, and the Support step shows Answered within alone, with Put right within only when an SLA already given has one

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This commit is contained in:
johnnyq
2026-10-26 12:19:53 -04:00
parent 91e9792c3c
commit 1fd45bcffa
3 changed files with 34 additions and 22 deletions
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24
admin/getting_started/support.php
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@@ -2,10 +2,12 @@
/*
* Get started - Support: business hours (what response times count), the
* standard response times as the default SLAs (GETTING_STARTED_SLAS), how
* tickets are numbered and whether clients have the portal
* (getting_started_support). The same settings as Admin > SLAs, Tickets and
* Modules.
* standard response times as the default SLAs (GETTING_STARTED_SLAS - how
* soon a ticket is answered, with no time to resolve it by), how tickets are
* numbered and whether clients have the portal (getting_started_support).
* The same settings as Admin > SLAs, Tickets and Modules. A priority that
* already has an SLA shows its own times, the time to resolve among them
* when it has one.
*/
defined('FROM_GETTING_STARTED') || die("Direct file access is not allowed");
@@ -24,6 +26,10 @@ $gs_sql = mysqli_query($mysqli, "SELECT sla_assignment_priority, sla_name, sla_r
while ($gs_row = mysqli_fetch_assoc($gs_sql)) {
$gs_slas[$gs_row['sla_assignment_priority']] = $gs_row;
}
// A column for the time to resolve, only when an SLA already given has one
$gs_show_resolution = (bool) array_filter($gs_slas, function ($sla) {
return intval($sla['sla_resolution_minutes']) > 0;
});
$gs_use_standard = settingsChecked('standard_slas', true);
?>
@@ -49,22 +55,24 @@ $gs_use_standard = settingsChecked('standard_slas', true);
<?php if ($gs_slas) { ?>
<p class="small text-body-secondary">The response times a ticket gets unless its client has their own - in Admin &gt; SLAs.</p>
<?php } else { ?>
<p class="small text-body-secondary">How soon a ticket is answered and put right, by its priority - a client can have their own. Change them, or add more, in Admin &gt; SLAs.</p>
<p class="small text-body-secondary">How soon a ticket is answered, by its priority - a client can have their own. Change them, add a time to put a ticket right by, or add more, in Admin &gt; SLAs.</p>
<?php } ?>
<div class="table-responsive mb-3">
<table class="table table-sm align-middle mb-0 itflow-gs-slas" data-gs-slas>
<thead>
<tr><th scope="col">Priority</th><th scope="col">Answered within</th><th scope="col">Put right within</th></tr>
<tr><th scope="col">Priority</th><th scope="col">Answered within</th><?= $gs_show_resolution ? '<th scope="col">Put right within</th>' : '' ?></tr>
</thead>
<tbody>
<?php foreach (array_keys(GETTING_STARTED_SLAS) as $gs_priority) {
[$gs_response, $gs_resolution] = isset($gs_slas[$gs_priority])
? [intval($gs_slas[$gs_priority]['sla_response_minutes']), intval($gs_slas[$gs_priority]['sla_resolution_minutes'])]
: GETTING_STARTED_SLAS[$gs_priority]; ?>
: [GETTING_STARTED_SLAS[$gs_priority], 0]; ?>
<tr data-gs-sla="<?= $gs_priority ?>">
<th scope="row" class="fw-normal"><?= $gs_priority ?><?= isset($gs_slas[$gs_priority]) ? ' <span class="small text-body-secondary">- ' . escapeHtml($gs_slas[$gs_priority]['sla_name']) . '</span>' : '' ?></th>
<td><?= escapeHtml(formatSlaMinutes($gs_response)) ?></td>
<td><?= escapeHtml(formatSlaMinutes($gs_resolution)) ?></td>
<?php if ($gs_show_resolution) { ?>
<td><?= $gs_resolution > 0 ? escapeHtml(formatSlaMinutes($gs_resolution)) : '<span class="text-body-secondary">No set time</span>' ?></td>
<?php } ?>
</tr>
<?php } ?>
</tbody>