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Ticketing - Reporting

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- Add average time to close (MTTR) into ticket client report
- Fix ticket_closed_at not being updated if tickets were closed as part of a reply/merge
- Fix being able to delete closed tickets
This commit is contained in:
Marcus Hill
2023-02-13 14:01:58 +00:00
parent 82b0ea85d9
commit 5dafd87c0d
2 changed files with 87 additions and 20 deletions
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73
report_ticket_by_client.php
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@@ -3,6 +3,44 @@
require_once("inc_all_reports.php");
validateTechRole();
function secondsToTime($inputSeconds) {
$secondsInAMinute = 60;
$secondsInAnHour = 60 * $secondsInAMinute;
$secondsInADay = 24 * $secondsInAnHour;
// Extract days
$days = floor($inputSeconds / $secondsInADay);
// Extract hours
$hourSeconds = $inputSeconds % $secondsInADay;
$hours = floor($hourSeconds / $secondsInAnHour);
// Extract minutes
$minuteSeconds = $hourSeconds % $secondsInAnHour;
$minutes = floor($minuteSeconds / $secondsInAMinute);
// Extract the remaining seconds
$remainingSeconds = $minuteSeconds % $secondsInAMinute;
$seconds = ceil($remainingSeconds);
// Format and return
$timeParts = [];
$sections = [
'day' => (int)$days,
'hour' => (int)$hours,
'minute' => (int)$minutes,
'second' => (int)$seconds,
];
foreach ($sections as $name => $value){
if ($value > 0){
$timeParts[] = $value. ' '.$name.($value == 1 ? '' : 's');
}
}
return implode(', ', $timeParts);
}
if (isset($_GET['year'])) {
$year = intval($_GET['year']);
} else {
@@ -38,7 +76,9 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
<thead>
<tr>
<th>Client</th>
<th class="text-right">Ticket Count</th>
<th class="text-right">Tickets raised</th>
<th class="text-right">Tickets closed</th>
<th class="text-right">Avg time to close</th>
</tr>
</thead>
<tbody>
@@ -47,18 +87,39 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
$client_id = $row['client_id'];
$client_name = htmlentities($row['client_name']);
$sql_ticket_count = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS ticket_count FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = '$client_id'");
$row = mysqli_fetch_array($sql_ticket_count);
// Calculate total tickets raised in period
$sql_ticket_raised_count = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS ticket_raised_count FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = '$client_id'");
$row = mysqli_fetch_array($sql_ticket_raised_count);
$ticket_raised_count = intval($row['ticket_raised_count']);
$ticket_count = intval($row['ticket_count']);
// Calculate total tickets raised in period that are closed
$sql_ticket_closed_count = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS ticket_closed_count FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = '$client_id' AND ticket_status = 'Closed' AND ticket_closed_at IS NOT NULL");
$row = mysqli_fetch_array($sql_ticket_closed_count);
$ticket_closed_count = intval($row['ticket_closed_count']);
if ($ticket_count > 0) {
// Used to calculate average time to close tickets that were raised in period specified
$sql_tickets = mysqli_query($mysqli, "SELECT ticket_created_at, ticket_closed_at FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = '$client_id' AND ticket_status = 'Closed' AND ticket_closed_at IS NOT NULL");
if ($ticket_raised_count > 0) {
// Calculate average time to solve
$count = 0;
$total = 0;
while ($row = mysqli_fetch_array($sql_tickets)) {
$openedTime = new DateTime($row['ticket_created_at']);
$closedTime = new DateTime($row['ticket_closed_at']);
$total += ($closedTime->getTimestamp() - $openedTime->getTimestamp());
$count++;
}
?>
<tr>
<td><?php echo $client_name; ?></td>
<td class="text-right"><?php echo $ticket_count; ?></td>
<td class="text-right"><?php echo $ticket_raised_count; ?></td>
<td class="text-right"><?php echo $ticket_closed_count; ?></td>
<td class="text-right"><?php echo secondsToTime($total); ?></td>
</tr>
<?php
}