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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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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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28
functions/getting_started.php
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@@ -40,12 +40,16 @@ const GETTING_STARTED_STEPS = [
'about' => 'A client to raise tickets and send invoices for - or the demo data, to look around first.'],
];
/** The standard response times the Support step offers - business minutes to respond and to resolve, by priority. */
/**
* The standard response times the Support step offers - business minutes to
* answer, by priority. No time to resolve: one can be added to an SLA in
* Admin > SLAs.
*/
const GETTING_STARTED_SLAS = [
'Urgent' => [60, 240],
'High' => [120, 480],
'Medium' => [240, 960],
'Low' => [480, 2400],
'Urgent' => 60,
'High' => 120,
'Medium' => 240,
'Low' => 480,
];
/** Has the 3.4.7 update run? Until it has, Get started isn't shown anywhere. */
@@ -288,24 +292,24 @@ function gettingStartedBackupSave($enabled, $daily_at, $type, $keep_count, $keep
/**
* The standard response times as the default SLAs, for each priority that
* has none - an SLA named "Standard - High" and so on, or one already there
* with the same minutes - and open tickets stamped with them. The SLAs given,
* priority => id.
* has none - an SLA named "Standard - High" and so on, with no resolution
* time, or one already there with the same response time and none - and open
* tickets stamped with them. The SLAs given, priority => id.
*/
function gettingStartedApplySlas() {
global $mysqli;
$ids = [];
foreach (GETTING_STARTED_SLAS as $priority => [$response, $resolution]) {
foreach (GETTING_STARTED_SLAS as $priority => $response) {
$assigned = mysqli_fetch_row(mysqli_query($mysqli, "SELECT 1 FROM sla_assignments JOIN slas ON sla_id = sla_assignment_sla_id
WHERE sla_assignment_client_id = 0 AND sla_assignment_priority = '$priority' AND sla_archived_at IS NULL LIMIT 1"));
if ($assigned) {
continue;
}
$existing = intval(mysqli_fetch_row(mysqli_query($mysqli, "SELECT sla_id FROM slas WHERE sla_archived_at IS NULL AND sla_response_minutes = $response AND sla_resolution_minutes = $resolution ORDER BY sla_id LIMIT 1"))[0] ?? 0);
$existing = intval(mysqli_fetch_row(mysqli_query($mysqli, "SELECT sla_id FROM slas WHERE sla_archived_at IS NULL AND sla_response_minutes = $response AND IFNULL(sla_resolution_minutes, 0) = 0 ORDER BY sla_id LIMIT 1"))[0] ?? 0);
if (!$existing) {
$name = escapeSql("Standard - $priority");
$description = escapeSql('Respond within ' . formatSlaMinutes($response) . ', resolve within ' . formatSlaMinutes($resolution));
mysqli_query($mysqli, "INSERT INTO slas SET sla_name = '$name', sla_description = '$description', sla_response_minutes = $response, sla_resolution_minutes = $resolution");
$description = escapeSql('Respond within ' . formatSlaMinutes($response));
mysqli_query($mysqli, "INSERT INTO slas SET sla_name = '$name', sla_description = '$description', sla_response_minutes = $response, sla_resolution_minutes = NULL");
$existing = intval(mysqli_insert_id($mysqli));
}
$ids[$priority] = $existing;