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Repair SLA verdicts missed by kanban/portal resolve; record first response on kanban resolve

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This commit is contained in:
johnnyq
2026-07-29 13:21:37 -04:00
parent cc651c18be
commit 9533da4053
2 changed files with 35 additions and 0 deletions
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32
admin/database_updates/2.5.2.php Normal file
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@@ -0,0 +1,32 @@
<?php
/*
* ITFlow - Database update to version 2.5.2 (from 2.5.1)
* Included by admin/database_updates.php - do not access directly
*/
defined('FROM_DB_UPDATER') || die("Direct file access is not allowed");
// Resolving a ticket from the kanban board or the client portal recorded
// the resolution timestamp but never judged the resolution SLA, so those
// tickets carry a target, a resolution time and no verdict. They read as
// still-in-flight and are left out of SLA reporting entirely.
//
// Both timestamps were stored, so the verdict is simply recomputed from
// them. Only rows with no verdict at all are touched - anything already
// judged keeps the answer it was given at the time.
mysqli_query($mysqli, "UPDATE tickets
SET ticket_resolution_sla_met = (ticket_resolved_at <= ticket_resolution_due_at)
WHERE ticket_sla_id > 0
AND ticket_resolution_due_at IS NOT NULL
AND ticket_resolved_at IS NOT NULL
AND ticket_resolution_sla_met IS NULL");
// Same repair on the response track, for any ticket whose first response
// was recorded without the verdict being written alongside it
mysqli_query($mysqli, "UPDATE tickets
SET ticket_response_sla_met = (ticket_first_response_at <= ticket_response_due_at)
WHERE ticket_sla_id > 0
AND ticket_response_due_at IS NOT NULL
AND ticket_first_response_at IS NOT NULL
AND ticket_response_sla_met IS NULL");

3
agent/ajax.php
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@@ -508,6 +508,9 @@ if (isset($_POST['update_kanban_ticket'])) {
} elseif ($status === $statuses['Resolved']) {
// If the ticket was moved to a resolved status, we need to update ticket_resolved_at
mysqli_query($mysqli, "UPDATE tickets SET ticket_order = $kanban, ticket_status = $status, ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
// An agent resolving the ticket counts as a response, same as
// resolving from the ticket itself does
setTicketFirstResponse($ticket_id);
setTicketResolutionSlaMet($ticket_id);
syncTicketSlaClock($ticket_id);
triggerCustomAction('ticket_update', $ticket_id);