Ticket: $ticket_prefix$ticket_number Subject: $ticket_subject Status: Open Portal: https://$config_base_url/client/ticket.php?id=$id
-- $company_name - Support $config_ticket_from_email $company_phone";
+ // SLA response commitment for this client + priority, empty when no SLA applies
+ $sla_notice = escapeSql(getTicketSlaEmailNotice($id, $company_phone));
+ $email_body = "##- Please type your reply above this line -##
Hello $contact_name,
A ticket regarding \"$ticket_subject\" has been automatically created for you.
Ticket: $ticket_prefix$ticket_number Subject: $ticket_subject Status: Open Portal: https://$config_base_url/client/ticket.php?id=$id
-- $company_name - Support $config_ticket_from_email $company_phone";
+ // SLA response commitment for this client + priority, empty when no SLA applies
+ $sla_notice = escapeSql(getTicketSlaEmailNotice($id, $company_phone));
+ $email_body = "##- Please type your reply above this line -##
Hello $contact_name,
A ticket regarding \"$ticket_subject\" has been automatically created for you.
Ticket: $ticket_prefix$ticket_number Subject: $ticket_subject Status: Open Portal: View ticket
-- $company_name - Support $config_ticket_from_email $company_phone";
+ // SLA response commitment for this client + priority, empty when no SLA applies
+ $sla_notice = escapeSql(getTicketSlaEmailNotice($ticket_id, $company_phone));
+ $body = "##- Please type your reply above this line -##
Hello $contact_name,
A ticket regarding \"$ticket_subject\" has been created for you.
-- $company_name - Support $config_ticket_from_email $company_phone";
+ // SLA response commitment for this client + priority, empty when no SLA applies
+ $sla_notice = escapeSql(getTicketSlaEmailNotice($ticket_id, $company_phone));
+ $body = "##- Please type your reply above this line -##
Hello $contact_name,
A ticket regarding \"$ticket_subject\" has been created for you.
-- $company_name - Support $config_ticket_from_email $company_phone";
// Only add contact to email queue if email is valid
@@ -511,7 +515,9 @@ if (isset($_POST['edit_ticket_contact'])) {
$data = []; // Queue array
$subject = "Ticket Created - [$ticket_prefix$ticket_number] - $ticket_subject";
- $body = "##- Please type your reply above this line -##
Hello $contact_name,
A ticket regarding \"$ticket_subject\" has been created for you.
-- $company_name - Support $config_ticket_from_email $company_phone";
+ // SLA response commitment for this client + priority, empty when no SLA applies
+ $sla_notice = escapeSql(getTicketSlaEmailNotice($ticket_id, $company_phone));
+ $body = "##- Please type your reply above this line -##
Hello $contact_name,
A ticket regarding \"$ticket_subject\" has been created for you.
Ticket: $ticket_prefix$ticket_number Subject: $ticket_subject Status: Open Portal: https://$config_base_url/client/ticket.php?id=$id
-- $company_name - Support $config_ticket_from_email $company_phone";
+ // SLA response commitment for this client + priority, empty when no SLA applies
+ $sla_notice = escapeSql(getTicketSlaEmailNotice($id, $company_phone));
+ $email_body = "##- Please type your reply above this line -##
Hello $contact_name,
A ticket regarding \"$ticket_subject\" has been automatically created for you.
Ticket: $ticket_prefix$ticket_number Subject: $ticket_subject Status: Open Portal: https://$config_base_url/client/ticket.php?id=$id$sla_notice
-- $company_name - Support $config_ticket_from_email $company_phone";
$email = [
'from' => $config_ticket_from_email,
diff --git a/cron/ticket_email_parser.php b/cron/ticket_email_parser.php
index cd852f9e9..9a430b9e6 100644
--- a/cron/ticket_email_parser.php
+++ b/cron/ticket_email_parser.php
@@ -161,7 +161,9 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
$data = [];
if ($config_ticket_client_general_notifications == 1 && !preg_match($bad_pattern, $contact_email)) {
$subject_email = "Ticket created - [$config_ticket_prefix$ticket_number] - $subject";
- $body = "##- Please type your reply above this line -##
Hello $contact_name,
Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.
Ticket: $config_ticket_prefix$ticket_number Subject: $subject Status: New Portal: View ticket
-- $company_name - Support $config_ticket_from_email $company_phone";
+ // SLA response commitment for this client + priority, empty when no SLA applies
+ $sla_notice = getTicketSlaEmailNotice($id, $company_phone);
+ $body = "##- Please type your reply above this line -##
Hello $contact_name,
Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.
Ticket: $config_ticket_prefix$ticket_number Subject: $subject Status: New Portal: View ticket$sla_notice
-- $company_name - Support $config_ticket_from_email $company_phone";
$data[] = [
'from' => $config_ticket_from_email,
'from_name' => $config_ticket_from_name,
diff --git a/functions/sla.php b/functions/sla.php
index 28c2aafc8..7edb4bf0d 100644
--- a/functions/sla.php
+++ b/functions/sla.php
@@ -425,6 +425,87 @@ function applyTicketSla($ticket_id, $forced_sla_id = null)
syncTicketSlaClock($ticket_id);
}
+// Human-readable SLA target, e.g. "2 business hours" or "45 minutes". The
+// "business" qualifier is dropped when no business calendar is configured,
+// because addBusinessMinutes runs 24x7 in that case and the promise would
+// otherwise be misleading. The condition mirrors that function's own guard.
+function formatSlaMinutes($minutes)
+{
+ $minutes = intval($minutes);
+
+ $sla_settings = getSlaSettings();
+ $day_start = $sla_settings['business_hours_start'];
+ $day_end = $sla_settings['business_hours_end'];
+
+ $qualifier = '';
+ if (!empty($sla_settings['business_days']) && !empty($day_start) && !empty($day_end) && $day_start < $day_end) {
+ $qualifier = 'business ';
+ }
+
+ if ($minutes < 60) {
+ return $minutes . ' minute' . ($minutes == 1 ? '' : 's');
+ }
+
+ $hours = intdiv($minutes, 60);
+ $remainder = $minutes % 60;
+
+ $text = $hours . ' ' . $qualifier . 'hour' . ($hours == 1 ? '' : 's');
+ if ($remainder > 0) {
+ $text .= ' ' . $remainder . ' minute' . ($remainder == 1 ? '' : 's');
+ }
+
+ return $text;
+}
+
+// Client-facing SLA block for a "ticket created" email. Returns '' when no SLA
+// applies to the ticket or the plan carries no response target, so callers can
+// append it unconditionally.
+//
+// Call this AFTER applyTicketSla(), which is what stamps ticket_response_due_at.
+//
+// The returned HTML deliberately contains NO single or double quotes. Most of
+// these email bodies are assembled pre-escaped and handed to addToMailQueue,
+// which interpolates the body straight into its INSERT without escaping it, so
+// a stray quote here would break the query at those call sites.
+function getTicketSlaEmailNotice($ticket_id, $company_phone = '')
+{
+ global $mysqli;
+
+ $ticket_id = intval($ticket_id);
+
+ $sql = mysqli_query($mysqli, "SELECT ticket_priority, ticket_response_due_at, sla_response_minutes
+ FROM tickets
+ LEFT JOIN slas ON ticket_sla_id = sla_id
+ WHERE ticket_id = $ticket_id LIMIT 1");
+ if (!$sql || !mysqli_num_rows($sql)) {
+ return '';
+ }
+ $row = mysqli_fetch_assoc($sql);
+
+ $response_minutes = intval($row['sla_response_minutes']);
+
+ if (empty($row['ticket_response_due_at']) || $response_minutes <= 0) {
+ return '';
+ }
+
+ $priority = $row['ticket_priority'];
+ $target = formatSlaMinutes($response_minutes);
+ $due = date('D j M, g:i A', strtotime($row['ticket_response_due_at']));
+
+ $notice = "
Priority: $priority Target response: within $target (by $due)";
+
+ // Higher priorities get told to phone rather than sit on an email thread
+ if (!empty($company_phone) && ($priority == 'Urgent' || $priority == 'High')) {
+ if ($priority == 'Urgent') {
+ $notice .= "
This ticket is marked Urgent. If the issue is stopping work right now, please call us on $company_phone rather than waiting for a reply to this email.";
+ } else {
+ $notice .= "
This ticket is marked High priority. If it is business-impacting, calling us on $company_phone will get you the fastest response.";
+ }
+ }
+
+ return $notice;
+}
+
// Record the ticket's first response (if not already recorded) and judge the
// response SLA against the stored due date. Replaces the previous inline
// ticket_first_response_at updates so the SLA verdict can never drift from