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Fix SLA resolve-time reporting, stale settings cache on save, and report N+1

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This commit is contained in:
johnnyq
2026-07-29 13:34:34 -04:00
parent 750c2e58cc
commit 566d74c15d
4 changed files with 74 additions and 38 deletions
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50
agent/reports/sla_by_client.php
View File

@@ -27,18 +27,31 @@ $sql_ticket_years = mysqli_query($mysqli, "SELECT DISTINCT YEAR(ticket_created_a
$sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients WHERE client_archived_at IS NULL ORDER BY client_name ASC");
function slaPercentDisplay($percent)
{
if (is_null($percent)) {
return "<span class='text-secondary'>-</span>";
// Clock time spent on resolved tickets, gathered for every client at once
// rather than per ticket. Tickets with no interval rows - response-only plans,
// or anything resolved before SLA pausing existed - fall back to the business
// time that elapsed between being raised and resolved.
$resolve_totals = [];
$sql_resolve_times = mysqli_query($mysqli, "SELECT ticket_client_id, ticket_id, ticket_created_at, ticket_resolved_at, SUM(sla_history_minutes) AS logged_minutes
FROM tickets
LEFT JOIN sla_history ON sla_history_ticket_id = ticket_id
WHERE ticket_sla_id > 0
AND ticket_resolved_at IS NOT NULL
AND $period_query
GROUP BY ticket_id, ticket_client_id, ticket_created_at, ticket_resolved_at"
);
while ($resolve_row = mysqli_fetch_assoc($sql_resolve_times)) {
$resolve_client_id = intval($resolve_row['ticket_client_id']);
$resolve_minutes = is_null($resolve_row['logged_minutes'])
? businessMinutesBetween($resolve_row['ticket_created_at'], $resolve_row['ticket_resolved_at'])
: intval($resolve_row['logged_minutes']);
if (!isset($resolve_totals[$resolve_client_id])) {
$resolve_totals[$resolve_client_id] = ['minutes' => 0, 'count' => 0];
}
if ($percent >= 95) {
return "<span class='text-success text-bold'>$percent%</span>";
}
if ($percent >= 80) {
return "<span class='text-warning text-bold'>$percent%</span>";
}
return "<span class='text-danger text-bold'>$percent%</span>";
$resolve_totals[$resolve_client_id]['minutes'] += $resolve_minutes;
$resolve_totals[$resolve_client_id]['count']++;
}
?>
@@ -125,18 +138,11 @@ function slaPercentDisplay($percent)
$avg_time_to_respond = is_null($stats['avg_response_seconds']) ? '-' : secondsToTime($stats['avg_response_seconds']);
// Resolution time is measured in clock time actually spent -
// paused spells are excluded, which is what the SLA judged on
// Clock time actually spent - paused spells excluded, which is
// what the SLA itself judged on
$avg_time_to_resolve = '-';
$resolved_minutes_total = 0;
$resolved_count = 0;
$sql_resolved = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_sla_id > 0 AND ticket_client_id = $client_id AND ticket_resolved_at IS NOT NULL AND $period_query");
while ($resolved_row = mysqli_fetch_assoc($sql_resolved)) {
$resolved_minutes_total += getTicketSlaConsumedMinutes($resolved_row['ticket_id']);
$resolved_count++;
}
if ($resolved_count > 0) {
$avg_time_to_resolve = secondsToTime(($resolved_minutes_total / $resolved_count) * 60);
if (!empty($resolve_totals[$client_id]['count'])) {
$avg_time_to_resolve = secondsToTime(($resolve_totals[$client_id]['minutes'] / $resolve_totals[$client_id]['count']) * 60);
}
?>
<tr>

14
agent/reports/sla_summary.php
View File

@@ -50,20 +50,6 @@ function getSlaCompliance($where)
return $compliance;
}
// Colour the headline figures the way the ticket list colours rows
function slaPercentDisplay($percent)
{
if (is_null($percent)) {
return "<span class='text-secondary'>-</span>";
}
if ($percent >= 95) {
return "<span class='text-success text-bold'>$percent%</span>";
}
if ($percent >= 80) {
return "<span class='text-warning text-bold'>$percent%</span>";
}
return "<span class='text-danger text-bold'>$percent%</span>";
}
$overall = getSlaCompliance("AND YEAR(ticket_created_at) = $year");