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

admin/post/sla.php

@@ -109,6 +109,9 @@ if (isset($_POST['edit_sla_settings'])) {
 
     mysqli_query($mysqli, "UPDATE settings SET config_business_days = '$business_days', config_business_hours_start = '$business_hours_start', config_business_hours_end = '$business_hours_end', config_sla_warning_percent = $warning_percent, config_sla_notification_email = '$notification_email' WHERE company_id = 1");
 
+    // Drop the cached copy so the restamp below uses the hours just saved
+    getSlaSettings(true);
+
     // Business hours feed the due date math - re-stamp open SLA tickets
     $restamped = 0;
     $sql_tickets = mysqli_query($mysqli, "SELECT ticket_id, ticket_sla_id FROM tickets WHERE ticket_sla_id > 0 AND ticket_closed_at IS NULL AND ticket_archived_at IS NULL");

agent/reports/sla_by_client.php

@@ -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($percent)
+
-{
+// Clock time spent on resolved tickets, gathered for every client at once
-    if (is_null($percent)) {
+// rather than per ticket. Tickets with no interval rows - response-only plans,
-        return "<span class='text-secondary'>-</span>";
+// 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) {
+    $resolve_totals[$resolve_client_id]['minutes'] += $resolve_minutes;
-        return "<span class='text-success text-bold'>$percent%</span>";
+    $resolve_totals[$resolve_client_id]['count']++;
-    }
-    if ($percent >= 80) {
-        return "<span class='text-warning text-bold'>$percent%</span>";
-    }
-    return "<span class='text-danger text-bold'>$percent%</span>";
 }
 
 ?>
@@ -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 -
+                                // Clock time actually spent - paused spells excluded, which is
-                                // paused spells are excluded, which is what the SLA judged on
+                                // what the SLA itself judged on
                                 $avg_time_to_resolve = '-';
-                                $resolved_minutes_total = 0;
+                                if (!empty($resolve_totals[$client_id]['count'])) {
-                                $resolved_count = 0;
+                                    $avg_time_to_resolve = secondsToTime(($resolve_totals[$client_id]['minutes'] / $resolve_totals[$client_id]['count']) * 60);
-                                $sql_resolved = mysqli_query($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);
                                 }
                                 ?>
                                 <tr>

agent/reports/sla_summary.php

@@ -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");
 

functions/sla.php

@@ -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