diff --git a/user/report_ticket_by_client.php b/user/report_ticket_by_client.php
index 1320c610..8b3de281 100644
--- a/user/report_ticket_by_client.php
+++ b/user/report_ticket_by_client.php
@@ -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
| Client |
- Tickets raised |
- By priority: Low |
- By priority: Med |
- By priority: High |
- Tickets resolved |
+ Raised |
+ Priority: Low |
+ Priority: Med |
+ Priority: High |
+ Resolved |
Total Time worked (H:M:S) |
+ Avg time to respond |
Avg time to resolve |
@@ -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
|
|
|
+ |
|
| Client |
- Tickets raised |
- By priority: Low |
- By priority: Med |
- By priority: High |
- Tickets resolved |
+ Raised |
+ Priority: Low |
+ Priority: Med |
+ Priority: High |
+ Resolved |
Total Time worked (H:M:S) |
+ Avg time to respond |
Avg time to resolve |
@@ -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
|
|
|
+ |
|