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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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3
agent/post/ticket.php
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@@ -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)';