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https://github.com/itflow-org/itflow
synced 2026-08-28 02:15:13 +00:00
Add SLA response target to ticket created emails, with a call-in note on High and Urgent
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johnnyq
@@ -190,7 +190,9 @@ if (isset($_POST['bulk_force_recurring_tickets'])) {
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if (!empty($config_smtp_provider) && $config_ticket_client_general_notifications == 1 && filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
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$email_subject = "Ticket Created - [$ticket_prefix$ticket_number] - $ticket_subject (scheduled)";
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$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: https://$config_base_url/client/ticket.php?id=$id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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// SLA response commitment for this client + priority, empty when no SLA applies
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$sla_notice = escapeSql(getTicketSlaEmailNotice($id, $company_phone));
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$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: https://$config_base_url/client/ticket.php?id=$id$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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$email = [
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'from' => $config_ticket_from_email,
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@@ -337,7 +339,9 @@ if (isset($_GET['force_recurring_ticket'])) {
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if (!empty($config_smtp_provider) && $config_ticket_client_general_notifications == 1 && filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
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$email_subject = "Ticket created - [$ticket_prefix$ticket_number] - $ticket_subject (scheduled)";
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$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: https://$config_base_url/client/ticket.php?id=$id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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// SLA response commitment for this client + priority, empty when no SLA applies
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$sla_notice = escapeSql(getTicketSlaEmailNotice($id, $company_phone));
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$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: https://$config_base_url/client/ticket.php?id=$id$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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$email = [
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'from' => $config_ticket_from_email,
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@@ -140,7 +140,9 @@ if (isset($_POST['add_ticket'])) {
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// EMAILING
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$subject = "Ticket Created [$ticket_prefix$ticket_number] - $ticket_subject";
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$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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// SLA response commitment for this client + priority, empty when no SLA applies
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$sla_notice = escapeSql(getTicketSlaEmailNotice($ticket_id, $company_phone));
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$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a>$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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// Verify contact email is valid
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if (filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
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@@ -315,7 +317,9 @@ if (isset($_POST['edit_ticket'])) {
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$data = []; // Queue array
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$subject = "Ticket Created - [$ticket_prefix$ticket_number] - $ticket_subject";
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$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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// SLA response commitment for this client + priority, empty when no SLA applies
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$sla_notice = escapeSql(getTicketSlaEmailNotice($ticket_id, $company_phone));
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$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a>$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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// Only add contact to email queue if email is valid
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@@ -511,7 +515,9 @@ if (isset($_POST['edit_ticket_contact'])) {
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$data = []; // Queue array
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$subject = "Ticket Created - [$ticket_prefix$ticket_number] - $ticket_subject";
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$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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// SLA response commitment for this client + priority, empty when no SLA applies
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$sla_notice = escapeSql(getTicketSlaEmailNotice($ticket_id, $company_phone));
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$body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: <a href=\'https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$ticket_id&url_key=$url_key\'>View ticket</a>$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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$data[] = [
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'from' => $config_ticket_from_email,
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@@ -717,7 +717,7 @@ if (isset($_GET['ticket_id'])) {
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<!-- Who will see this reply, stated in the label rather than left to a colour -->
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<div class="btn-group w-100 mb-3" role="group">
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<input class="btn-check" id="public_reply_type_opt0" type="radio" name="public_reply_type" value="0" checked>
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<input class="btn-check" id="public_reply_type_opt0" type="radio" name="public_reply_type" value="0">
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<label class="btn btn-outline-dark" for="public_reply_type_opt0"><i class="fas fa-fw fa-lock me-1"></i>Internal note</label>
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<input class="btn-check" id="public_reply_type_opt1" type="radio" name="public_reply_type" value="1" checked>
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<label class="btn btn-outline-info" for="public_reply_type_opt1"><i class="fas fa-fw fa-comment me-1"></i>Public reply</label>
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@@ -441,7 +441,9 @@ if (mysqli_num_rows($sql_recurring_tickets) > 0) {
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if (!empty($config_smtp_provider) && $config_ticket_client_general_notifications == 1 && filter_var($contact_email, FILTER_VALIDATE_EMAIL)) {
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$email_subject = "Ticket created - [$ticket_prefix$ticket_number] - $ticket_subject (scheduled)";
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$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: https://$config_base_url/client/ticket.php?id=$id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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// SLA response commitment for this client + priority, empty when no SLA applies
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$sla_notice = escapeSql(getTicketSlaEmailNotice($id, $company_phone));
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$email_body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>A ticket regarding \"$ticket_subject\" has been automatically created for you.<br><br>--------------------------------<br>$ticket_details--------------------------------<br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: Open<br>Portal: https://$config_base_url/client/ticket.php?id=$id$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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$email = [
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'from' => $config_ticket_from_email,
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@@ -161,7 +161,9 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
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$data = [];
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if ($config_ticket_client_general_notifications == 1 && !preg_match($bad_pattern, $contact_email)) {
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$subject_email = "Ticket created - [$config_ticket_prefix$ticket_number] - $subject";
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$body = "<i style='color: #808080'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: New<br>Portal: <a href='https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$id&url_key=$url_key'>View ticket</a><br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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// SLA response commitment for this client + priority, empty when no SLA applies
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$sla_notice = getTicketSlaEmailNotice($id, $company_phone);
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$body = "<i style='color: #808080'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: New<br>Portal: <a href='https://$config_base_url/guest/guest_view_ticket.php?ticket_id=$id&url_key=$url_key'>View ticket</a>$sla_notice<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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$data[] = [
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'from' => $config_ticket_from_email,
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'from_name' => $config_ticket_from_name,
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@@ -425,6 +425,87 @@ function applyTicketSla($ticket_id, $forced_sla_id = null)
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syncTicketSlaClock($ticket_id);
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}
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// Human-readable SLA target, e.g. "2 business hours" or "45 minutes". The
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// "business" qualifier is dropped when no business calendar is configured,
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// because addBusinessMinutes runs 24x7 in that case and the promise would
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// otherwise be misleading. The condition mirrors that function's own guard.
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function formatSlaMinutes($minutes)
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{
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$minutes = intval($minutes);
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$sla_settings = getSlaSettings();
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$day_start = $sla_settings['business_hours_start'];
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$day_end = $sla_settings['business_hours_end'];
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$qualifier = '';
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if (!empty($sla_settings['business_days']) && !empty($day_start) && !empty($day_end) && $day_start < $day_end) {
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$qualifier = 'business ';
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}
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if ($minutes < 60) {
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return $minutes . ' minute' . ($minutes == 1 ? '' : 's');
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}
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$hours = intdiv($minutes, 60);
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$remainder = $minutes % 60;
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$text = $hours . ' ' . $qualifier . 'hour' . ($hours == 1 ? '' : 's');
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if ($remainder > 0) {
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$text .= ' ' . $remainder . ' minute' . ($remainder == 1 ? '' : 's');
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}
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return $text;
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}
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// Client-facing SLA block for a "ticket created" email. Returns '' when no SLA
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// applies to the ticket or the plan carries no response target, so callers can
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// append it unconditionally.
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//
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// Call this AFTER applyTicketSla(), which is what stamps ticket_response_due_at.
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//
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// The returned HTML deliberately contains NO single or double quotes. Most of
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// these email bodies are assembled pre-escaped and handed to addToMailQueue,
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// which interpolates the body straight into its INSERT without escaping it, so
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// a stray quote here would break the query at those call sites.
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function getTicketSlaEmailNotice($ticket_id, $company_phone = '')
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{
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global $mysqli;
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$ticket_id = intval($ticket_id);
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$sql = mysqli_query($mysqli, "SELECT ticket_priority, ticket_response_due_at, sla_response_minutes
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FROM tickets
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LEFT JOIN slas ON ticket_sla_id = sla_id
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WHERE ticket_id = $ticket_id LIMIT 1");
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if (!$sql || !mysqli_num_rows($sql)) {
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return '';
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}
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$row = mysqli_fetch_assoc($sql);
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$response_minutes = intval($row['sla_response_minutes']);
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if (empty($row['ticket_response_due_at']) || $response_minutes <= 0) {
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return '';
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}
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$priority = $row['ticket_priority'];
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$target = formatSlaMinutes($response_minutes);
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$due = date('D j M, g:i A', strtotime($row['ticket_response_due_at']));
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$notice = "<br><br>Priority: $priority<br>Target response: within $target (by $due)";
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// Higher priorities get told to phone rather than sit on an email thread
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if (!empty($company_phone) && ($priority == 'Urgent' || $priority == 'High')) {
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if ($priority == 'Urgent') {
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$notice .= "<br><br><strong>This ticket is marked Urgent.</strong> If the issue is stopping work right now, please call us on $company_phone rather than waiting for a reply to this email.";
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} else {
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$notice .= "<br><br><strong>This ticket is marked High priority.</strong> If it is business-impacting, calling us on $company_phone will get you the fastest response.";
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}
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}
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return $notice;
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}
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// Record the ticket's first response (if not already recorded) and judge the
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// response SLA against the stored due date. Replaces the previous inline
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// ticket_first_response_at updates so the SLA verdict can never drift from
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