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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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4
agent/ticket_list.php
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@@ -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) {