From 6af0634f47e4a6eb64a303511de5d26af38ce688 Mon Sep 17 00:00:00 2001 From: johnnyq Date: Sat, 15 Aug 2026 19:55:40 -0400 Subject: [PATCH] Ticket SLA: Fix on hold to pause only after first reply, show resolved closed and onhold as fixed on paused sla in the list --- admin/database_updates/2.7.0.php | 39 +++++++++++++++++++ .../ticket_status/ticket_status_edit.php | 22 ++++++++--- admin/post/ticket_status.php | 8 +++- admin/ticket_statuses.php | 3 ++ agent/post/ticket.php | 3 +- agent/ticket_kanban.php | 5 ++- agent/ticket_list.php | 4 +- agent/tickets.php | 3 +- cron/ticket_sla.php | 29 ++++++++++++++ functions/app.php | 29 ++++++++++++++ setup/seed_data.php | 12 +++--- 11 files changed, 142 insertions(+), 15 deletions(-) create mode 100644 admin/database_updates/2.7.0.php diff --git a/admin/database_updates/2.7.0.php b/admin/database_updates/2.7.0.php new file mode 100644 index 000000000..a1951ab59 --- /dev/null +++ b/admin/database_updates/2.7.0.php @@ -0,0 +1,39 @@ + Ticket Statuses no + // longer offers the choice on these five - only on custom statuses. + // + // On Hold shipped with the column defaulting to 0, so a stock install breached + // the resolution SLA on tickets parked waiting for a client or a vendor. Every + // install had to find the toggle themselves; this sets it for them. + // + // Resolved and Closed are set for consistency across the SLA surfaces, not to + // change behaviour - both already stopped the clocks via ticket_resolved_at and + // ticket_closed_at, which is what the cron and syncTicketSlaClock() actually read. + mysqli_query($mysqli, "UPDATE ticket_statuses SET ticket_status_pauses_sla = 1 WHERE ticket_status_id IN (3, 4, 5)"); + mysqli_query($mysqli, "UPDATE ticket_statuses SET ticket_status_pauses_sla = 0 WHERE ticket_status_id IN (1, 2)"); + + /* + * Tickets already parked in On Hold are still holding an open sla_history + * interval, so their paused time would keep counting as consumed. Closing those + * intervals needs business-hours maths in the app timezone, and this file also + * runs from scripts/update_cli.php, which sets neither - so the first + * cron/ticket_sla.php run after the upgrade reconciles them instead, where the + * timezone is set. Nothing is lost by waiting a minute: the same cron no longer + * warns or breaches a paused ticket the moment the flag above lands. + * + * Breach verdicts already recorded against on-hold tickets are deliberately left + * alone. They were recorded by a clock that really was running under the old + * rules, and rewriting a stored miss is exactly what the reopen-integrity rules + * in functions/sla.php exist to prevent. Re-stamp an individual ticket (change + * its priority or its SLA) if you want it re-judged. + */ diff --git a/admin/modals/ticket_status/ticket_status_edit.php b/admin/modals/ticket_status/ticket_status_edit.php index f573579ae..a34aad885 100644 --- a/admin/modals/ticket_status/ticket_status_edit.php +++ b/admin/modals/ticket_status/ticket_status_edit.php @@ -12,6 +12,8 @@ $ticket_status_color = escapeHtml($row['ticket_status_color']); $ticket_status_order = intval($row['ticket_status_order']); $ticket_status_active = intval($row['ticket_status_active']); $ticket_status_pauses_sla = intval($row['ticket_status_pauses_sla']); +// Null for a custom status (the admin picks), 1 or 0 for the five built-in ones +$ticket_status_sla_lock = getTicketStatusSlaLock($ticket_status_id); // Generate the HTML form content using output buffering. ob_start(); @@ -66,12 +68,22 @@ ob_start();
- + + + + +
- Tickets sitting in a paused status never warn or breach on resolution. Time already spent is kept and the deadline moves out when the ticket comes back. + + Tickets sitting in a paused status never warn or breach on resolution. Time already spent is kept and the deadline moves out when the ticket comes back. + + Fixed for built-in statuses. Tickets here never warn or breach on resolution - time already spent is kept and the deadline moves out when the ticket comes back. + + Fixed for built-in statuses. Tickets here are being worked, so their resolution clock runs. + diff --git a/admin/post/ticket_status.php b/admin/post/ticket_status.php index b653e0897..8a0190ca1 100644 --- a/admin/post/ticket_status.php +++ b/admin/post/ticket_status.php @@ -33,7 +33,13 @@ if (isset($_POST['edit_ticket_status'])) { $order = intval($_POST['order']); $status = intval($_POST['status']); - $pauses_sla = intval($_POST['pauses_sla'] ?? 0); + // Built-in statuses have fixed SLA behaviour. The modal renders it read-only, and a + // read-only field submits nothing - so the value is decided here rather than taken + // from the POST, which also means a hand-made request cannot change it. + $pauses_sla = getTicketStatusSlaLock($ticket_status_id); + if (is_null($pauses_sla)) { + $pauses_sla = intval($_POST['pauses_sla'] ?? 0); + } mysqli_query($mysqli, "UPDATE ticket_statuses SET ticket_status_name = '$name', ticket_status_color = '$color', ticket_status_order = $order, ticket_status_active = $status, ticket_status_pauses_sla = $pauses_sla WHERE ticket_status_id = $ticket_status_id"); diff --git a/admin/ticket_statuses.php b/admin/ticket_statuses.php index 8c9363422..c8755fc2f 100644 --- a/admin/ticket_statuses.php +++ b/admin/ticket_statuses.php @@ -99,6 +99,9 @@ $num_rows = mysqli_fetch_row(mysqli_query($mysqli, "SELECT FOUND_ROWS()")); Running + + (fixed) +
diff --git a/agent/post/ticket.php b/agent/post/ticket.php index 479fd2aa9..8cc594e00 100644 --- a/agent/post/ticket.php +++ b/agent/post/ticket.php @@ -2865,7 +2865,8 @@ if (isExportRequest('export_tickets')) { $ticket_sla_query = 'AND ticket_sla_id > 0 AND COALESCE(ticket_status_pauses_sla, 0) = 0 AND (ticket_response_sla_alert_stage = 1 OR ticket_resolution_sla_alert_stage = 1)'; $filter_summary['SLA'] = 'SLA at risk'; } elseif ($sla_filter == 'paused') { - $ticket_sla_query = 'AND ticket_sla_id > 0 AND ticket_status_pauses_sla = 1'; + // Mirrors agent/tickets.php - finished tickets have a verdict, not a pause + $ticket_sla_query = 'AND ticket_sla_id > 0 AND ticket_status_pauses_sla = 1 AND ticket_resolved_at IS NULL AND ticket_closed_at IS NULL'; $filter_summary['SLA'] = 'SLA paused'; } elseif ($sla_filter == 'met') { $ticket_sla_query = 'AND ticket_sla_id > 0 AND ticket_response_sla_met = 1 AND (ticket_resolution_sla_met = 1 OR ticket_resolution_due_at IS NULL)'; diff --git a/agent/ticket_kanban.php b/agent/ticket_kanban.php index 770bfcdf9..fc2590bb7 100644 --- a/agent/ticket_kanban.php +++ b/agent/ticket_kanban.php @@ -22,6 +22,9 @@ while ($row = mysqli_fetch_assoc($status_sql)) { 'name' => escapeHtml($row['ticket_status_name']), 'color' => escapeHtml($row['ticket_status_color']), 'pauses_sla' => intval($row['ticket_status_pauses_sla']), + // Resolved pauses the clock by finishing the ticket rather than parking it, so + // the header marker would be noise on that column (Closed is not a column here) + 'show_sla_pause' => intval($row['ticket_status_pauses_sla']) && $status_id != 4, 'tickets' => array() ); } @@ -105,7 +108,7 @@ $kanban = array_values($statuses);
- +
diff --git a/agent/ticket_list.php b/agent/ticket_list.php index c5c691605..d3ae532f6 100644 --- a/agent/ticket_list.php +++ b/agent/ticket_list.php @@ -231,7 +231,9 @@ if ($tickets) { // SLA alert stages are maintained by cron/ticket_sla.php (1 = warned, 2 = breached) $ticket_sla_alert_stage = max(intval($row['ticket_response_sla_alert_stage']), intval($row['ticket_resolution_sla_alert_stage'])); - $ticket_sla_paused = intval($row['ticket_status_pauses_sla']); + // Only an open ticket can be paused - Resolved and Closed pause the + // clock too, but what those tickets have is a verdict, not a pause + $ticket_sla_paused = $ticket_is_open && intval($row['ticket_status_pauses_sla']); // A paused ticket isn't running down its clock, so drop the // at-risk warning - a breach already recorded still stands if ($ticket_sla_paused && $ticket_sla_alert_stage < 2) { diff --git a/agent/tickets.php b/agent/tickets.php index 09eef198e..0c44ac481 100644 --- a/agent/tickets.php +++ b/agent/tickets.php @@ -199,7 +199,8 @@ if (!empty($_GET['sla']) && isset($sla_filter_labels[$_GET['sla']])) { } elseif ($ticket_sla_filter == 'at_risk') { $ticket_sla_query = 'AND ticket_sla_id > 0 AND COALESCE(ticket_status_pauses_sla, 0) = 0 AND (ticket_response_sla_alert_stage = 1 OR ticket_resolution_sla_alert_stage = 1)'; } elseif ($ticket_sla_filter == 'paused') { - $ticket_sla_query = 'AND ticket_sla_id > 0 AND ticket_status_pauses_sla = 1'; + // Resolved and Closed pause the clock as well, but they are finished, not parked + $ticket_sla_query = 'AND ticket_sla_id > 0 AND ticket_status_pauses_sla = 1 AND ticket_resolved_at IS NULL AND ticket_closed_at IS NULL'; } elseif ($ticket_sla_filter == 'met') { $ticket_sla_query = 'AND ticket_sla_id > 0 AND ticket_response_sla_met = 1 AND (ticket_resolution_sla_met = 1 OR ticket_resolution_due_at IS NULL)'; } elseif ($ticket_sla_filter == 'none') { diff --git a/cron/ticket_sla.php b/cron/ticket_sla.php index 9e4472b77..8b5d36e56 100644 --- a/cron/ticket_sla.php +++ b/cron/ticket_sla.php @@ -60,6 +60,35 @@ $from_name = $sla_settings['ticket_from_name']; $now = time(); +/* + * Stop any clock that is running when it should not be. + * + * Every status change calls syncTicketSlaClock(), so this is normally a no-op. It + * matters when the pause rules themselves change underneath tickets that are already + * parked - the 2.7.0 update makes On Hold pause, and those tickets are still holding + * an open interval that would otherwise keep counting as consumed budget. Doing it + * here rather than in the migration keeps the business-hours maths in a process that + * has the app timezone set, which scripts/update_cli.php does not. + * + * Only the stopping direction is reconciled. Starting a clock re-bases the resolution + * deadline on the remaining budget, which is a real decision about a ticket and belongs + * with the status change that caused it, not with a background sweep. + */ +$sql_running = mysqli_query($mysqli, "SELECT DISTINCT ticket_id + FROM sla_history + JOIN tickets ON sla_history_ticket_id = ticket_id + LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id + WHERE sla_history_ended_at IS NULL + AND (COALESCE(ticket_status_pauses_sla, 0) = 1 + OR ticket_resolved_at IS NOT NULL + OR ticket_closed_at IS NOT NULL + OR ticket_archived_at IS NOT NULL)" +); + +while ($running = mysqli_fetch_assoc($sql_running)) { + syncTicketSlaClock(intval($running['ticket_id'])); +} + // Queue in-app + email notifications for an SLA event function sendSlaAlert($ticket, $subject_line, $body_line) { diff --git a/functions/app.php b/functions/app.php index 7fa3f3e29..239fa1127 100644 --- a/functions/app.php +++ b/functions/app.php @@ -59,6 +59,35 @@ function getInvoiceBadgeColor($invoice_status) { * The display name for a ticket status id, RAW. Escaping is the caller's job - * same convention as getFieldById() above. */ +/* + * Fixed SLA clock behaviour for the five built-in ticket statuses. + * + * New and Open always run the resolution clock; On Hold, Resolved and Closed + * always stop it, and none of the five can be configured otherwise. A ticket + * nobody can work on should not burn resolution budget, and a finished ticket + * has a verdict rather than a clock. + * + * Resolved and Closed additionally stop BOTH clocks through ticket_resolved_at + * and ticket_closed_at, which cron/ticket_sla.php and syncTicketSlaClock() read + * directly - their behaviour never depended on this flag and still does not. + * The flag is set on them so every SLA surface reads one consistent answer. + * + * Returns 1 or 0 for a built-in status, or null for a custom one (id > 5), + * which the admin configures freely. + */ +function getTicketStatusSlaLock($ticket_status_id) +{ + $locked_statuses = [ + 1 => 0, // New + 2 => 0, // Open + 3 => 1, // On Hold + 4 => 1, // Resolved + 5 => 1, // Closed + ]; + + return $locked_statuses[intval($ticket_status_id)] ?? null; +} + function getTicketStatusName($ticket_status) { global $mysqli; diff --git a/setup/seed_data.php b/setup/seed_data.php index d68fa87d4..48ad0d683 100644 --- a/setup/seed_data.php +++ b/setup/seed_data.php @@ -77,11 +77,13 @@ function seedDefaultData($mysqli) mysqli_query($mysqli,"INSERT INTO calendars SET calendar_name = 'Default', calendar_color = 'blue'"); // Add default ticket statuses - mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'New', ticket_status_color = '#dc3545'"); // Default ID for new tickets is 1 - mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Open', ticket_status_color = '#007bff'"); // 2 - mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'On Hold', ticket_status_color = '#28a745'"); // 3 - mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Resolved', ticket_status_color = '#343a40'"); // 4 (was auto-close) - mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Closed', ticket_status_color = '#343a40'"); // 5 + // ticket_status_pauses_sla is fixed for these five and not editable in the admin UI - + // see getTicketStatusSlaLock() in functions/app.php. Keep the two in step. + mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'New', ticket_status_color = '#dc3545', ticket_status_pauses_sla = 0"); // Default ID for new tickets is 1 + mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Open', ticket_status_color = '#007bff', ticket_status_pauses_sla = 0"); // 2 + mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'On Hold', ticket_status_color = '#28a745', ticket_status_pauses_sla = 1"); // 3 + mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Resolved', ticket_status_color = '#343a40', ticket_status_pauses_sla = 1"); // 4 (was auto-close) + mysqli_query($mysqli, "INSERT INTO ticket_statuses SET ticket_status_name = 'Closed', ticket_status_color = '#343a40', ticket_status_pauses_sla = 1"); // 5 // Add default modules mysqli_query($mysqli, "INSERT INTO modules SET module_name = 'module_client', module_description = 'General client & contact management'");