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Allow reporting on average time to first response

This commit is contained in:
Marcus Hill 2025-08-16 21:44:17 +01:00
parent 4b7aa4bece
commit a8386d3937
1 changed files with 60 additions and 17 deletions
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77
user/report_ticket_by_client.php
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@ -36,7 +36,7 @@ function secondsToTime($inputSeconds) {
];
foreach ($sections as $name => $value){
if ($value > 0){
if ($value > 0) {
$timeParts[] = $value. ' '.$name.($value == 1 ? '' : 's');
}
}
@ -104,12 +104,13 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
<thead>
<tr>
<th>Client</th>
<th class="text-right">Tickets raised</th>
<th class="text-right">By priority: Low</th>
<th class="text-right">By priority: Med</th>
<th class="text-right">By priority: High</th>
<th class="text-right">Tickets resolved</th>
<th class="text-right">Raised</th>
<th class="text-right">Priority: Low</th>
<th class="text-right">Priority: Med</th>
<th class="text-right">Priority: High</th>
<th class="text-right">Resolved</th>
<th class="text-right">Total Time worked <i>(H:M:S)</i></th>
<th class="text-right">Avg time to respond</th>
<th class="text-right">Avg time to resolve</th>
</tr>
</thead>
@ -144,8 +145,11 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
$row = mysqli_fetch_array($sql_high_ticket_count);
$high_ticket_count = intval($row['high_ticket_count']);
// Used to calculate average time to respond to tickets that were raised in period specified
$sql_tickets_respond = mysqli_query($mysqli, "SELECT ticket_created_at, ticket_first_response_at FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = $client_id");
// Used to calculate average time to resolve tickets that were raised in period specified
$sql_tickets = mysqli_query($mysqli, "SELECT ticket_created_at, ticket_resolved_at FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = $client_id AND ticket_resolved_at IS NOT NULL");
$sql_tickets_resolved = mysqli_query($mysqli, "SELECT ticket_created_at, ticket_resolved_at FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = $client_id AND ticket_resolved_at IS NOT NULL");
// Calculate total time tracked towards tickets in the period
$sql_time = mysqli_query($mysqli, "SELECT SEC_TO_TIME(SUM(TIME_TO_SEC(ticket_reply_time_worked))) as total_time FROM ticket_replies LEFT JOIN tickets ON tickets.ticket_id = ticket_replies.ticket_reply_ticket_id WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = $client_id AND ticket_reply_time_worked IS NOT NULL");
@ -154,12 +158,28 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
if ($ticket_raised_count > 0 || $ticket_resolved_count > 0) {
// Calculate average time to respond
$avg_time_to_respond = '-';
$count = 0;
$total = 0;
while ($row = mysqli_fetch_array($sql_tickets_respond)) {
if (!empty($row['ticket_first_response_at'])) {
$openedTime = new DateTime($row['ticket_created_at']);
$respondTime = new DateTime($row['ticket_first_response_at']);
$total += ($respondTime->getTimestamp() - $openedTime->getTimestamp());
$count++;
}
}
if ($count > 0) {
$avg_time_to_respond = secondsToTime($total / $count); // Avoids DivisionByZeroError
}
// Calculate average time to solve
$avg_time_to_resolve = '-';
if ($ticket_resolved_count > 0) {
// Calculate average time to solve
$count = 0;
$total = 0;
while ($row = mysqli_fetch_array($sql_tickets)) {
while ($row = mysqli_fetch_array($sql_tickets_resolved)) {
$openedTime = new DateTime($row['ticket_created_at']);
$resolvedTime = new DateTime($row['ticket_resolved_at']);
@ -167,6 +187,7 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
$count++;
}
$avg_time_to_resolve = secondsToTime($total / $count);
}
?>
@ -179,6 +200,7 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
<td class="text-right"><?php echo $high_ticket_count; ?></td>
<td class="text-right"><?php echo $ticket_resolved_count; ?></td>
<td class="text-right"><?php echo $ticket_total_time_worked; ?></td>
<td class="text-right"><?php echo $avg_time_to_respond; ?></td>
<td class="text-right"><?php echo $avg_time_to_resolve; ?></td>
</tr>
<?php
@ -203,12 +225,13 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
<thead>
<tr>
<th>Client</th>
<th class="text-right">Tickets raised</th>
<th class="text-right">By priority: Low</th>
<th class="text-right">By priority: Med</th>
<th class="text-right">By priority: High</th>
<th class="text-right">Tickets resolved</th>
<th class="text-right">Raised</th>
<th class="text-right">Priority: Low</th>
<th class="text-right">Priority: Med</th>
<th class="text-right">Priority: High</th>
<th class="text-right">Resolved</th>
<th class="text-right">Total Time worked <i>(H:M:S)</i></th>
<th class="text-right">Avg time to respond</th>
<th class="text-right">Avg time to resolve</th>
</tr>
</thead>
@ -244,8 +267,11 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
$row = mysqli_fetch_array($sql_high_ticket_count);
$high_ticket_count = intval($row['high_ticket_count']);
// Used to calculate average time to respond to tickets that were raised in period specified
$sql_tickets_respond = mysqli_query($mysqli, "SELECT ticket_created_at, ticket_first_response_at FROM tickets WHERE YEAR(ticket_created_at) = $year AND MONTH(ticket_created_at) = $month AND ticket_client_id = $client_id");
// Used to calculate average time to resolve tickets that were raised in period specified
$sql_tickets = mysqli_query($mysqli, "SELECT ticket_created_at, ticket_resolved_at FROM tickets WHERE YEAR(ticket_created_at) = $year AND MONTH(ticket_created_at) = $month AND ticket_client_id = $client_id AND ticket_resolved_at IS NOT NULL");
$sql_tickets_resolved = mysqli_query($mysqli, "SELECT ticket_created_at, ticket_resolved_at FROM tickets WHERE YEAR(ticket_created_at) = $year AND MONTH(ticket_created_at) = $month AND ticket_client_id = $client_id AND ticket_resolved_at IS NOT NULL");
// Calculate total time tracked towards tickets in the period
$sql_time = mysqli_query($mysqli, "SELECT SEC_TO_TIME(SUM(TIME_TO_SEC(ticket_reply_time_worked))) as total_time FROM ticket_replies LEFT JOIN tickets ON tickets.ticket_id = ticket_replies.ticket_reply_ticket_id WHERE YEAR(ticket_created_at) = $year AND MONTH(ticket_created_at) = $month AND ticket_client_id = $client_id AND ticket_reply_time_worked IS NOT NULL");
@ -254,12 +280,28 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
if ($ticket_raised_count > 0 || $ticket_resolved_count > 0) {
// Calculate average time to respond
$avg_time_to_respond = '-';
$count = 0;
$total = 0;
while ($row = mysqli_fetch_array($sql_tickets_respond)) {
if (!empty($row['ticket_first_response_at'])) {
$openedTime = new DateTime($row['ticket_created_at']);
$respondTime = new DateTime($row['ticket_first_response_at']);
$total += ($respondTime->getTimestamp() - $openedTime->getTimestamp());
$count++;
}
}
if ($count > 0) {
$avg_time_to_respond = secondsToTime($total / $count); // Avoids DivisionByZeroError
}
// Calculate average time to solve
$avg_time_to_resolve = '-';
if ($ticket_resolved_count > 0) {
// Calculate average time to solve
$count = 0;
$total = 0;
while ($row = mysqli_fetch_array($sql_tickets)) {
while ($row = mysqli_fetch_array($sql_tickets_resolved)) {
$openedTime = new DateTime($row['ticket_created_at']);
$resolvedTime = new DateTime($row['ticket_resolved_at']);
@ -279,6 +321,7 @@ $sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients
<td class="text-right"><?php echo $high_ticket_count; ?></td>
<td class="text-right"><?php echo $ticket_resolved_count; ?></td>
<td class="text-right"><?php echo $ticket_total_time_worked; ?></td>
<td class="text-right"><?php echo $avg_time_to_respond; ?></td>
<td class="text-right"><?php echo $avg_time_to_resolve; ?></td>
</tr>
<?php