AS1024/itflow
1
0
Fork 0
mirror of https://github.com/itflow-org/itflow synced 2026-08-05 07:07:14 +00:00
Code Issues Packages Projects Releases Wiki Activity

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

Browse Source
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
Download Patch File Download Diff File Expand all files Collapse all files

45
functions/sla.php
View File

@@ -17,12 +17,19 @@
*/
// Business hours + SLA settings, fetched once per request
function getSlaSettings()
function getSlaSettings($refresh = false)
{
global $mysqli;
static $sla_settings = null;
// Callers that have just written to the settings row pass true - otherwise
// they would restamp tickets using the business hours this request started
// with rather than the ones just saved
if ($refresh) {
$sla_settings = null;
}
if (!is_null($sla_settings)) {
return $sla_settings;
}
@@ -166,16 +173,24 @@ function businessMinutesBetween($start_datetime, $end_datetime)
}
// Business minutes already spent on a ticket's resolution clock, including the
// interval currently running
// interval currently running.
//
// Tickets with no clock history at all fall back to the business time elapsed
// since they were raised. Only tickets carrying a resolution target get
// intervals, so this covers response-only plans, and tickets that were already
// resolved when SLA pausing was introduced. Without the fallback both report
// zero time spent, which reads as instant resolution.
function getTicketSlaConsumedMinutes($ticket_id)
{
global $mysqli;
$ticket_id = intval($ticket_id);
$consumed = 0;
$has_history = false;
$sql = mysqli_query($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)) {
$has_history = true;
if (!is_null($row['sla_history_ended_at'])) {
$consumed += intval($row['sla_history_minutes']);
} else {
@@ -183,6 +198,16 @@ function getTicketSlaConsumedMinutes($ticket_id)
}
}
if (!$has_history) {
$ticket_sql = mysqli_query($mysqli, "SELECT ticket_created_at, ticket_resolved_at, ticket_closed_at FROM tickets WHERE ticket_id = $ticket_id LIMIT 1");
if (!$ticket_sql || !mysqli_num_rows($ticket_sql)) {
return 0;
}
$ticket = mysqli_fetch_assoc($ticket_sql);
$ended_at = $ticket['ticket_resolved_at'] ?: ($ticket['ticket_closed_at'] ?: date('Y-m-d H:i:s'));
return businessMinutesBetween($ticket['ticket_created_at'], $ended_at);
}
return $consumed;
}
@@ -199,6 +224,22 @@ function getTicketSlaPausedCount($ticket_id)
return intval($row['paused_count']);
}
// Colour an SLA compliance percentage for the reports. Null means nothing has
// been judged yet, which is not the same as zero.
function slaPercentDisplay($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>";
}
// 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