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Ticket SLA: Fix on hold to pause only after first reply, show resolved closed and onhold as fixed on paused sla in the list

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johnnyq
2026-08-15 19:55:40 -04:00
parent bcc73737e4
commit 6af0634f47
11 changed files with 142 additions and 15 deletions
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39
admin/database_updates/2.7.0.php Normal file
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<?php
/*
* ITFlow - Database update to version 2.7.0 (from 2.6.9)
* Included by admin/database_updates.php - do not access directly
*/
defined('FROM_DB_UPDATER') || die("Direct file access is not allowed");
// The five built-in ticket statuses now have fixed SLA clock behaviour, matching
// getTicketStatusSlaLock() in functions/app.php: On Hold, Resolved and Closed
// pause the resolution clock, New and Open run it. Admin > 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.
*/