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SLA Fixes

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johnnyq
2026-07-29 13:50:00 -04:00
parent 566d74c15d
commit bb1f0d5489
1 changed files with 29 additions and 1 deletions
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30
functions/sla.php
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@@ -462,7 +462,7 @@ function setTicketResolutionSlaMet($ticket_id)
$ticket_id = intval($ticket_id);
$sql = mysqli_query($mysqli, "SELECT ticket_resolution_due_at, ticket_resolved_at FROM tickets WHERE ticket_id = $ticket_id LIMIT 1");
$sql = mysqli_query($mysqli, "SELECT ticket_resolution_due_at, ticket_resolved_at, ticket_resolution_sla_met FROM tickets WHERE ticket_id = $ticket_id LIMIT 1");
if (!$sql || !mysqli_num_rows($sql)) {
return;
}
@@ -472,6 +472,15 @@ function setTicketResolutionSlaMet($ticket_id)
return;
}
// A recorded miss is final at judge time. Reopening an exhausted ticket
// re-bases its deadline to the present, so without this a resolve in the
// same clock second would grade against that deadline and flip the miss
// to a met. Only an explicit re-stamp (applyTicketSla) may re-judge.
if (!is_null($row['ticket_resolution_sla_met']) && intval($row['ticket_resolution_sla_met']) === 0) {
syncTicketSlaClock($ticket_id);
return;
}
$ended_at = !empty($row['ticket_resolved_at']) ? strtotime($row['ticket_resolved_at']) : time();
$resolution_met = $ended_at <= strtotime($row['ticket_resolution_due_at']) ? 1 : 0;
@@ -483,12 +492,31 @@ function setTicketResolutionSlaMet($ticket_id)
// A reopened ticket goes back on the resolution clock. syncTicketSlaClock
// reopens an interval and re-bases the deadline on the budget that is left, so
// a ticket that was resolved with time to spare gets that remainder back.
//
// A missed verdict survives the reopen when the budget is already spent.
// Without this, re-basing would hand an exhausted ticket a zero-length fresh
// window, and resolving it again straight away would overwrite the recorded
// miss with a met - reopen must never be a way to launder a breach.
function resetTicketResolutionSla($ticket_id)
{
global $mysqli;
$ticket_id = intval($ticket_id);
$sql = mysqli_query($mysqli, "SELECT ticket_resolution_sla_met, sla_resolution_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)) {
$row = mysqli_fetch_assoc($sql);
$resolution_minutes = intval($row['sla_resolution_minutes']);
$was_missed = !is_null($row['ticket_resolution_sla_met']) && intval($row['ticket_resolution_sla_met']) === 0;
if ($was_missed && $resolution_minutes > 0 && getTicketSlaConsumedMinutes($ticket_id) >= $resolution_minutes) {
// Budget gone: keep the miss and the breach stage (so the cron does
// not re-alert), just restart the clock for the time-spent record
syncTicketSlaClock($ticket_id);
return;
}
}
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolution_sla_met = NULL, ticket_resolution_sla_alert_stage = 0 WHERE ticket_id = $ticket_id");
syncTicketSlaClock($ticket_id);