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Add SLA response target to ticket created emails, with a call-in note on High and Urgent

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johnnyq
2026-08-27 15:03:31 -04:00
parent 855a608ee4
commit ac175e7dc0
6 changed files with 103 additions and 8 deletions
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81
functions/sla.php
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@@ -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 = "<br><br>Priority: $priority<br>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 .= "<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.";
} else {
$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.";
}
}
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