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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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22
admin/modals/ticket_status/ticket_status_edit.php
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@@ -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();
<label>SLA</label>
<div class="input-group">
<span class="input-group-text"><i class="fa fa-fw fa-stopwatch"></i></span>
<select class="form-select select2" name="pauses_sla">
<option <?php if ($ticket_status_pauses_sla == 0) { echo "selected "; } ?>value="0">Resolution clock keeps running</option>
<option <?php if ($ticket_status_pauses_sla == 1) { echo "selected "; } ?>value="1">Pause the resolution clock</option>
</select>
<?php if (is_null($ticket_status_sla_lock)) { ?>
<select class="form-select select2" name="pauses_sla">
<option <?php if ($ticket_status_pauses_sla == 0) { echo "selected "; } ?>value="0">Resolution clock keeps running</option>
<option <?php if ($ticket_status_pauses_sla == 1) { echo "selected "; } ?>value="1">Pause the resolution clock</option>
</select>
<?php } else { ?>
<input type="text" class="form-control" value="<?= $ticket_status_sla_lock ? 'Pause the resolution clock' : 'Resolution clock keeps running' ?>" readonly>
<?php } ?>
</div>
<small class="text-muted">Tickets sitting in a paused status never warn or breach on resolution. Time already spent is kept and the deadline moves out when the ticket comes back.</small>
<?php if (is_null($ticket_status_sla_lock)) { ?>
<small class="text-muted">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.</small>
<?php } elseif ($ticket_status_sla_lock) { ?>
<small class="text-muted">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.</small>
<?php } else { ?>
<small class="text-muted">Fixed for built-in statuses. Tickets here are being worked, so their resolution clock runs.</small>
<?php } ?>
</div>
</div>