From be50f92fe8b382fe1cb01940b5759fd0fdd81ee3 Mon Sep 17 00:00:00 2001 From: johnnyq Date: Fri, 13 Nov 2026 02:25:09 -0500 Subject: [PATCH] Rebuild Admin > SLAs on the standard list pattern: the SLAs are a searchable, sortable, paged list with Active and Archived views and the settings forms beside it, and each SLA shows its targets in business time with the hours typed under it, the priorities it is the default for and what uses it (open tickets, contracts and contract templates); closure days become views of the same list, coming up and past, searched by name, date, month or weekday, and Add US Holidays is a window that says how many of each year are already in; the SLA window takes targets as hours and minutes and refuses a missing name, a missing response target or a resolution target shorter than the response target; archiving says what stops getting the SLA and an archived default is shown as archived; Default SLA by priority uses the select picker, Business hours and alerts has day buttons and warns when cron is not running, and an On tickets now strip links to the tickets close to or past a target; fix business hours that end before they start being accepted and running the SLA clocks around the clock, keep the warning percent within 1 to 99, word the save messages as tickets not yet closed, and fix the backslash shown after saving an SLA with an apostrophe in its name; add slaBusinessDayMinutes, formatSlaClockMinutes and slaTargetMinutes to functions/sla.php; no database change --- CHANGELOG.md | 15 + admin/modals/sla/holiday_add.php | 22 +- admin/modals/sla/holiday_generate.php | 65 +++ admin/modals/sla/sla_add.php | 43 +- admin/modals/sla/sla_edit.php | 67 +-- admin/modals/sla/sla_form.php | 77 +++ admin/post/sla.php | 91 ++- admin/sla.php | 809 ++++++++++++++++++-------- functions/sla.php | 42 ++ 9 files changed, 888 insertions(+), 343 deletions(-) create mode 100644 admin/modals/sla/holiday_generate.php create mode 100644 admin/modals/sla/sla_form.php diff --git a/CHANGELOG.md b/CHANGELOG.md index 18974b64a..efa3c24a1 100644 --- a/CHANGELOG.md +++ b/CHANGELOG.md @@ -24,11 +24,18 @@ Update from Maintenance > Update — Queue Update hands the job to cron and it a - Cron: a job's menu has Run now, Change the schedule, Turn off - which asks first - and Copy the command to run it, which copies the command that runs that one job on the server, where it shows what it does as it goes. The list sorts by its headings, and starts in the order the day runs: the every-minute jobs, then the nightly ones by time. - Cron: beside the page, At a glance has whether cron is running, when it last ran, how many jobs are on and off, any that failed, what runs next, and the time zone the schedules are in. Turn cron off, which stops every job at once for a restored backup or a test copy, asks first and says what stops. - Update, Backup and Cron: a page that is keeping itself up to date no longer reloads under you. It waits while a window or a menu is open, while you are typing in a field, and while you have text selected to copy. +- SLAs: Admin > SLAs is rebuilt as a list like every other - it searches, sorts by its headings and has pages - with the settings beside it instead of stacked under it. Each SLA shows what its targets come to in business time as well as the hours typed: with a 9 to 5 day, 48 hours reads 6 business days, with 48 hours under it. It also shows the priorities it is the default for, and what uses it - open tickets, contracts and contract templates. +- SLAs: a target is typed as hours and minutes, not as a count of minutes, and the window says what a day's worth comes to with your business hours. An SLA with no name or no response target, or with a resolution target shorter than its response target, is refused with the reason. +- SLAs: archiving an SLA says first what stops getting it - the priorities it is the default for and the contracts that give it - and that tickets already on it keep their targets. A priority whose default has been archived says so, where it used to read None. +- SLAs: holidays and closure days are views of the same list, coming up and past, searched by name, date, month or day of the week. Each shows its date and how far off it is, and one that falls on a day you're shut anyway says so. Add US holidays opens a window that says how many of each year's are already in and offers the first year with some to add. Removing a day asks first, and says what changes. +- SLAs: beside the list, Default SLA by priority uses the select picker, with each SLA's targets under its name. Business hours and alerts has the business days as buttons, the hours, when to warn and who else to email, and says when cron isn't running, as no warning goes out without it. On tickets now counts the open tickets with an SLA, those close to a target and those that missed one, each a link to the tickets. ### Bug Fixes - Backups: the list showed only the newest 100. Older backups were still on the server, taking up room, with no way to download or delete them from the page. Every backup can now be reached. - Backups: the window for exporting the master key said the key "is not written anywhere". An encrypted copy is filed with the other backups; the window now says so, and that every agent is notified of the export. +- SLAs: business hours saved with the day ending before it starts were accepted, and SLA clocks then ran around the clock without saying so - a 4-hour target given late on a Friday came due that evening. They are now refused, with how to set cover around the clock. A warning percent outside 1 to 99 is kept within it. +- SLAs: the message after saving an SLA with an apostrophe in its name showed a backslash in it. ### Developer Updates @@ -53,6 +60,14 @@ Update from Maintenance > Update — Queue Update hands the job to cron and it a - `admin/post/cron.php`: the messages follow the buttons - "Cron turned off.", "Mail Queue turned on." - where they said "Cron disabled." and "Cron job enabled."; `enable_cron_job` and `disable_cron_job` load the registry for the job's label. The audit log's wording is unchanged. - `js/auto_reload.js` holds its reload while `.modal.show`, `.dropdown-menu.show` or `.swal2-container` is on the page, while an `input`, `textarea` or `select` has focus, or while there is a selection, and looks again every two seconds. Before, the Backup page could reload away the Change the time window, or what was being typed into its retention boxes, while a backup was being made. - Hooks for tests and scripts: `data-cron-state` on the hero, `data-cron-jobs` with `data-cron-job`, `data-cron-status` and `data-cron-enabled` on each job's ``, `data-cron-run`, `data-cron-edit`, `data-cron-off` and `data-cron-on` in its menu, `data-cron-reason`, `data-cron-error` and `data-cron-dismiss` under it, `data-cron-glance`, `data-cron-command`, `data-cron-switch` (`on` or `off`), `data-cron-busy` and `data-cron-recovered`. +- `admin/sla.php` is rewritten on the standard list plumbing, as `admin/tax_rates.php` is laid out: the list with `SQL_CALC_FOUND_ROWS`, `includes/filter_footer.php` and `$empty_state`, and two form cards beside it. `show` picks the view - none for the SLAs in use, `archived`, `days` (closure days from today on) or `past` - and each side has its own default sort, sortable columns (`sla_name`, `sla_response_minutes`, `sla_resolution_minutes`, `tickets`; `holiday_date`, `holiday_name`), search and counts; a view's link keeps the search only on its own side. The closure days were a table with no paging under the settings. No CSS or JavaScript is added, and there is no database change. +- What uses an SLA: open tickets by a subquery on `TICKET_OPEN_SQL`, and the contracts and contract templates that name it for a priority, counted in PHP where `contractsReady()`. On tickets now uses `dashboardSlaBreachedSql()` and the ticket list's own at-risk rule, so each count is the list its link opens (`/agent/tickets.php?sla=breached`, `?sla=at_risk`). +- `functions/sla.php` gains `slaBusinessDayMinutes()` (0 when the clocks run around the clock, by `addBusinessMinutes()`'s own test), `formatSlaClockMinutes()` ("48 hours", "1 hour 30 minutes" - beside `formatSlaMinutes()`, which says what that is in business days) and `slaTargetMinutes($hours, $minutes)`. +- `admin/modals/sla/`: `sla_add.php` and `sla_edit.php` share the new `sla_form.php`, which posts `response_hours` and `response_minutes`, `resolution_hours` and `resolution_minutes`; `holiday_generate.php` is new, in place of the year box in the card's header; `holiday_add.php` is tidied. `add_sla` and `edit_sla` (`admin/post/sla.php`) add hours to minutes, so a caller that sends only `response_minutes` and `resolution_minutes` as totals gets what it did before. +- `admin/post/sla.php`: `add_sla` and `edit_sla` check the name and targets first; `edit_sla_settings` takes the hours as HH:MM, refuses a day that ends before it starts when any day is picked, and keeps `warning_percent` within 1 to 99; the messages count tickets properly and say which ("1 ticket not yet closed", "80 tickets not yet closed" - a save works out again every ticket still to close, resolved ones included, which can be more than the open tickets a row counts), use the name as typed, and `generate_holidays` says when every one was already in. What is saved, the restamping of open tickets and the audit log are unchanged. +- Removing a closure day is a `button.confirm-link` in its form (`js/confirm_modal.js`) in place of an inline `onsubmit="return confirm()"`, and Archive carries its own `data-confirm-*` text. +- Found and left alone: `slaMinutesText()` (`functions/contract.php`), which words an SLA on contracts and in the contract form, calls 2880 minutes "2 days" where the clock and `formatSlaMinutes()` make it 6 business days of a 9 to 5 day. +- Hooks for tests and scripts: `data-sla-view` on each view's link, `data-sla-list` with `data-sla-id` on each row, `data-sla-default-for`, `data-sla-archive` and `data-sla-restore`; `data-sla-days` with `data-sla-day` (the date) on each row; `data-sla-new`, `data-sla-new-day` and `data-sla-us-holidays`; `data-sla-default` (the priority) on each default's select, `data-sla-closures`, `data-sla-alerts-stopped` and `data-sla-now`. ## [26.11.7] diff --git a/admin/modals/sla/holiday_add.php b/admin/modals/sla/holiday_add.php index 83672257b..689258e66 100644 --- a/admin/modals/sla/holiday_add.php +++ b/admin/modals/sla/holiday_add.php @@ -1,5 +1,14 @@ @@ -12,24 +21,23 @@ ob_start();
- +
- +
- +
- - + +
- SLA clocks do not run on this day at all, the same as a day outside your business days. Open tickets have their targets recalculated when you save. +
No SLA clock runs on the day at all, the same as a day outside your business days. Adding it works the targets out again on every ticket with an SLA that isn't closed yet.
-
diff --git a/admin/modals/sla/holiday_generate.php b/admin/modals/sla/holiday_generate.php new file mode 100644 index 000000000..fbc527c87 --- /dev/null +++ b/admin/modals/sla/holiday_generate.php @@ -0,0 +1,65 @@ + + +
+
Add US Holidays
+ +
+
+ + +
+

Adds the eleven US federal holidays for a year as closure days, each on the day it is observed - a holiday that falls on a Saturday is taken the Friday before, and one on a Sunday the Monday after.

+ +
+ +
+ + +
+ + [$in, $total]) { ?> + - + + +
+ +
A day already on the list is left as it is, name and all. Adding them works the targets out again on every ticket with an SLA that isn't closed yet.
+
+
+ + +
+
+ + SLAs) or a contract picks it. The fields are sla_form.php. + */ + require_once '../../includes/modal_header.php'; + +$sla = null; + ob_start(); ?> @@ -11,39 +21,8 @@ ob_start();
-
- -
- - -
-
- -
- -
- - -
-
- -
- -
- - -
-
- -
- -
- - -
-
+
-
diff --git a/admin/modals/sla/sla_edit.php b/admin/modals/sla/sla_edit.php index 8d9450886..f8344205d 100644 --- a/admin/modals/sla/sla_edit.php +++ b/admin/modals/sla/sla_edit.php @@ -1,20 +1,27 @@ + +if (!$sla) { ?> +
That SLA is gone.
+
-
Editing SLA:
+
SLA:
@@ -22,45 +29,19 @@ ob_start();
-
- -
- - -
-
- -
- -
- - -
-
- -
- -
- - -
-
- -
- -
- - -
- Saving recalculates targets on open tickets using this SLA. -
+ +
Archived - new tickets don't get it. Restore it from the list.
+ + + +
Saving works the targets out again on the ticket with this SLA that closed yet.
+
-
-= 60 ? (string) intdiv($minutes, 60) : ''; +}; +$f_minutes = function ($minutes) { + return $minutes % 60 > 0 ? (string) ($minutes % 60) : ''; +}; + +// What a day's worth of hours comes to on the business calendar - the part people are caught out by +$f_day_minutes = slaBusinessDayMinutes(); + +?> + +
+ +
+ + > +
+
+ +
+ +
+ + +
+
+ +
+ +
+ + + hours + + minutes +
+ How long there is to first reply to a new ticket. +
+ +
+ +
+ + + hours + + minutes +
+ How long there is to resolve it. Leave both empty for an SLA that only times the first reply. +
+ +
+ + 0) { ?> + Targets count business hours only. Your business day is , so 24 hours here is , not one - for a target of two business days, give . + + No business hours are set, so the clocks run around the clock and a target is plain time - 24 hours is one day. + +
diff --git a/admin/post/sla.php b/admin/post/sla.php index 3690e4a02..0ede5483a 100644 --- a/admin/post/sla.php +++ b/admin/post/sla.php @@ -2,21 +2,55 @@ defined('FROM_POST_HANDLER') || die("Direct file access is not allowed"); -if (isset($_POST['add_sla'])) { +/* + * Admin > SLAs. An SLA's window (modals/sla/sla_form.php) sends each target as + * hours and minutes - response_hours and response_minutes, resolution_hours and + * resolution_minutes - and slaTargetMinutes() makes minutes of the two. A + * resolution target left empty is an SLA that only times the first reply. + */ + +// "12 tickets not yet closed" for the messages - what a save worked out again. +// That is every ticket still to close, the resolved ones included, so it can be +// more than the open tickets the list counts against an SLA. +$sla_open_tickets_text = function ($count) { + return number_format($count) . ' ticket' . (intval($count) === 1 ? '' : 's') . ' not yet closed'; +}; + +if (isset($_POST['add_sla']) || isset($_POST['edit_sla'])) { validateCSRFToken(); - $name = escapeSql($_POST['name']); - $description = escapeSql($_POST['description']); - $response_minutes = intval($_POST['response_minutes']); - $resolution_minutes = intval($_POST['resolution_minutes']); + $name_input = trim((string) ($_POST['name'] ?? '')); + $response_minutes = slaTargetMinutes($_POST['response_hours'] ?? 0, $_POST['response_minutes'] ?? 0); + $resolution_minutes = slaTargetMinutes($_POST['resolution_hours'] ?? 0, $_POST['resolution_minutes'] ?? 0); + + // Said here, not left to the database: an SLA with no name can't be picked, and one with no response target stamps tickets as due the moment they are raised + if ($name_input === '') { + flashAlert("Give the SLA a name.", 'error'); + redirect(); + } + if ($response_minutes < 1) { + flashAlert("Give the SLA a response target - how long there is to first reply.", 'error'); + redirect(); + } + if ($resolution_minutes > 0 && $resolution_minutes < $response_minutes) { + flashAlert("The resolution target can't be shorter than the response target.", 'error'); + redirect(); + } + +} + +if (isset($_POST['add_sla'])) { + + $name = escapeSql($name_input); + $description = escapeSql(trim((string) ($_POST['description'] ?? ''))); $resolution_minutes_set = $resolution_minutes > 0 ? $resolution_minutes : "NULL"; mysqli_query($mysqli, "INSERT INTO slas SET sla_name = '$name', sla_description = '$description', sla_response_minutes = $response_minutes, sla_resolution_minutes = $resolution_minutes_set"); logAudit("SLA", "Create", "$session_name created SLA $name"); - flashAlert("SLA $name created"); + flashAlert("SLA $name_input created"); redirect(); @@ -24,13 +58,9 @@ if (isset($_POST['add_sla'])) { if (isset($_POST['edit_sla'])) { - validateCSRFToken(); - $sla_id = intval($_POST['sla_id']); - $name = escapeSql($_POST['name']); - $description = escapeSql($_POST['description']); - $response_minutes = intval($_POST['response_minutes']); - $resolution_minutes = intval($_POST['resolution_minutes']); + $name = escapeSql($name_input); + $description = escapeSql(trim((string) ($_POST['description'] ?? ''))); $resolution_minutes_set = $resolution_minutes > 0 ? $resolution_minutes : "NULL"; mysqli_query($mysqli, "UPDATE slas SET sla_name = '$name', sla_description = '$description', sla_response_minutes = $response_minutes, sla_resolution_minutes = $resolution_minutes_set WHERE sla_id = $sla_id"); @@ -45,7 +75,7 @@ if (isset($_POST['edit_sla'])) { logAudit("SLA", "Edit", "$session_name edited SLA $name"); - flashAlert("SLA $name updated - targets recalculated on $restamped open ticket(s)"); + flashAlert("SLA $name_input saved" . ($restamped ? " - targets worked out again on " . $sla_open_tickets_text($restamped) : '')); redirect(); @@ -100,12 +130,27 @@ if (isset($_POST['edit_sla_settings'])) { } } } + // The hours as HH:MM, the day ending after it starts. Anything else the clock + // can't use, and addBusinessMinutes() would quietly run it around the clock instead + $business_hours_start = substr(trim((string) ($_POST['business_hours_start'] ?? '')), 0, 5); + $business_hours_end = substr(trim((string) ($_POST['business_hours_end'] ?? '')), 0, 5); + $time_pattern = '/^([01][0-9]|2[0-3]):[0-5][0-9]$/'; + + if (!preg_match($time_pattern, $business_hours_start) || !preg_match($time_pattern, $business_hours_end)) { + flashAlert("Enter the business hours as times, for example 09:00 to 17:00.", 'error'); + redirect(); + } + if ($business_days && $business_hours_start >= $business_hours_end) { + flashAlert("Business hours have to end after they start. For cover around the clock, leave every day unpicked.", 'error'); + redirect(); + } + $business_days = escapeSql(implode(',', $business_days)); - $business_hours_start = escapeSql($_POST['business_hours_start']); - $business_hours_end = escapeSql($_POST['business_hours_end']); - $warning_percent = intval($_POST['warning_percent']); - $notification_email = escapeSql($_POST['notification_email']); + $business_hours_start = escapeSql($business_hours_start); + $business_hours_end = escapeSql($business_hours_end); + $warning_percent = min(99, max(1, intval($_POST['warning_percent'] ?? 75))); + $notification_email = escapeSql(trim((string) ($_POST['notification_email'] ?? ''))); mysqli_query($mysqli, "UPDATE settings SET config_business_days = '$business_days', config_business_hours_start = '$business_hours_start', config_business_hours_end = '$business_hours_end', config_sla_warning_percent = $warning_percent, config_sla_notification_email = '$notification_email' WHERE company_id = 1"); @@ -117,7 +162,7 @@ if (isset($_POST['edit_sla_settings'])) { logAudit("Settings", "Edit", "$session_name edited SLA / business hours settings"); - flashAlert("SLA settings updated - targets recalculated on $restamped open ticket(s)"); + flashAlert("Business hours and alerts saved" . ($restamped ? " - targets worked out again on " . $sla_open_tickets_text($restamped) : '')); redirect(); @@ -157,7 +202,7 @@ if (isset($_POST['add_holiday'])) { logAudit("Settings", "Create", "$session_name added SLA closure day $holiday_date - $holiday_name"); - flashAlert("Closure day added - targets recalculated on $restamped open ticket(s)"); + flashAlert("Closure day added" . ($restamped ? " - targets worked out again on " . $sla_open_tickets_text($restamped) : '')); redirect(); @@ -184,7 +229,7 @@ if (isset($_POST['delete_holiday'])) { logAudit("Settings", "Delete", "$session_name removed SLA closure day $holiday_date - $holiday_name"); - flashAlert("Closure day removed - targets recalculated on $restamped open ticket(s)"); + flashAlert("Closure day removed" . ($restamped ? " - targets worked out again on " . $sla_open_tickets_text($restamped) : '')); redirect(); @@ -216,7 +261,9 @@ if (isset($_POST['generate_holidays'])) { logAudit("Settings", "Create", "$session_name generated $added US federal holiday closure day(s) for $holiday_year"); - flashAlert("Added $added US federal holiday(s) for $holiday_year - targets recalculated on $restamped open ticket(s)"); + flashAlert($added + ? "Added $added US federal holiday" . ($added === 1 ? '' : 's') . " for $holiday_year" . ($restamped ? " - targets worked out again on " . $sla_open_tickets_text($restamped) : '') + : "Every US federal holiday for $holiday_year is on the list already"); redirect(); @@ -249,7 +296,7 @@ if (isset($_POST['save_sla_assignments'])) { logAudit("SLA", "Edit", "$session_name updated default SLA assignments"); - flashAlert("Default SLA assignments saved - $restamped open ticket(s) re-evaluated"); + flashAlert("Default SLAs saved" . ($restamped ? " - looked again at " . $sla_open_tickets_text($restamped) : '')); redirect(); diff --git a/admin/sla.php b/admin/sla.php index 20978ea4b..a345701e4 100644 --- a/admin/sla.php +++ b/admin/sla.php @@ -1,274 +1,605 @@ SLAs - the response and resolution targets tickets are held to, and + * when their clocks run. + * + * One list with four views: the SLAs in use and the archived ones, and the + * closure days coming up and gone by - holidays and other days the office is + * shut, when no clock runs. Each SLA shows its targets as business time and + * as typed (48 hours of a 9-5 day is six business days), the priorities it is + * the default for, and what uses it. Beside the list: the default SLA for + * each ticket priority, the business hours the clocks keep and who is warned, + * what is on tickets now, and how a ticket comes by its SLA. + * + * The engine is functions/sla.php and the handlers admin/post/sla.php. A + * client has no SLAs of its own: its contract's come first + * (functions/contract_billing.php), and the defaults here cover the rest. + */ + +$show = (string) ($_GET['show'] ?? ''); +$show = in_array($show, ['archived', 'days', 'past'], true) ? $show : ''; +$on_days = $show === 'days' || $show === 'past'; + +// Default Column Sortby Filter - SLAs by name; closure days by date, the next one first and the last one gone first +$sort = $on_days ? "holiday_date" : "sla_name"; +$order = $show === 'past' ? "DESC" : "ASC"; + require_once "includes/inc_all_admin.php"; -// Current SLA / business hours settings -$sql_sla_settings = mysqli_query($mysqli, "SELECT config_business_days, config_business_hours_start, config_business_hours_end, config_sla_warning_percent, config_sla_notification_email FROM settings WHERE company_id = 1"); -$row = mysqli_fetch_assoc($sql_sla_settings); -$config_business_days = explode(',', $row['config_business_days']); -$config_business_hours_start = substr($row['config_business_hours_start'], 0, 5); -$config_business_hours_end = substr($row['config_business_hours_end'], 0, 5); -$config_sla_warning_percent = intval($row['config_sla_warning_percent']); -$config_sla_notification_email = escapeHtml($row['config_sla_notification_email']); - -// SLA plans (active first) -$sql_slas = mysqli_query($mysqli, "SELECT sla_archived_at, sla_description, sla_id, sla_name, sla_resolution_minutes, - sla_response_minutes FROM slas ORDER BY sla_archived_at IS NOT NULL, sla_name ASC"); - -// Active plans for the assignment dropdowns -$active_slas = []; -$sql_active_slas = mysqli_query($mysqli, "SELECT sla_id, sla_name FROM slas WHERE sla_archived_at IS NULL ORDER BY sla_name ASC"); -while ($active_sla_row = mysqli_fetch_assoc($sql_active_slas)) { - $active_slas[intval($active_sla_row['sla_id'])] = $active_sla_row['sla_name']; +// filter_header.php fills in canned_date=custom when no range was asked for - not a filter here, so not carried into the page links +if (($_GET['canned_date'] ?? '') === 'custom' && empty($_GET['dtf'])) { + unset($_GET['canned_date']); } -// Closure days, newest first - past ones are kept as a record of what was applied -$holidays = []; -$sql_holidays = mysqli_query($mysqli, "SELECT holiday_date, holiday_id, holiday_name FROM business_holidays ORDER BY holiday_date DESC"); -while ($holiday_row = mysqli_fetch_assoc($sql_holidays)) { - $holidays[] = $holiday_row; +$csrf = $_SESSION['csrf_token']; +$today = date('Y-m-d'); + +// Business hours, who is warned, and whether cron is there to do the warning +$row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT config_business_days, config_business_hours_start, config_business_hours_end, config_sla_warning_percent, + config_sla_notification_email, config_enable_cron, config_cron_last_dispatch_at FROM settings WHERE company_id = 1")); +$business_days = array_values(array_filter(array_map('intval', explode(',', (string) $row['config_business_days'])), function ($day) { + return $day >= 1 && $day <= 7; +})); +$business_hours_start = substr((string) $row['config_business_hours_start'], 0, 5); +$business_hours_end = substr((string) $row['config_business_hours_end'], 0, 5); +$warning_percent = intval($row['config_sla_warning_percent']); +$notification_email = (string) $row['config_sla_notification_email']; +$day_minutes = slaBusinessDayMinutes(); +$weekdays = [1 => 'Mon', 2 => 'Tue', 3 => 'Wed', 4 => 'Thu', 5 => 'Fri', 6 => 'Sat', 7 => 'Sun']; + +$views = [ + '' => ['label' => 'Active', 'icon' => 'fa-stopwatch', 'title' => 'The SLAs new tickets can get'], + 'archived' => ['label' => 'Archived', 'icon' => 'fa-archive', 'title' => 'Kept on the tickets that have them, not given to new ones'], + 'days' => ['label' => 'Closure days', 'icon' => 'fa-calendar-times', 'title' => 'Holidays and other days the office is shut - today and coming up'], + 'past' => ['label' => 'Past closure days', 'icon' => 'fa-history', 'title' => 'Closure days gone by - kept, as the time on older tickets is counted around them'], +]; + +// The search is for the side being looked at - SLAs or closure days - and leaves the other side's counts alone +$sla_q = $on_days ? '' : $q; +$day_q = $on_days ? $q : ''; +$sla_search = "(sla_name LIKE '%$sla_q%' OR sla_description LIKE '%$sla_q%')"; +$day_search = "(holiday_name LIKE '%$day_q%' OR holiday_date LIKE '%$day_q%' OR DATE_FORMAT(holiday_date, '%W %M %e %Y') LIKE '%$day_q%')"; + +$counts = mysqli_fetch_row(mysqli_query($mysqli, "SELECT + (SELECT COUNT(*) FROM slas WHERE $sla_search AND sla_archived_at IS NULL), + (SELECT COUNT(*) FROM slas WHERE $sla_search AND sla_archived_at IS NOT NULL), + (SELECT COUNT(*) FROM business_holidays WHERE $day_search AND holiday_date >= '$today'), + (SELECT COUNT(*) FROM business_holidays WHERE $day_search AND holiday_date < '$today')")); +$view_counts = array_combine(array_keys($views), array_map('intval', $counts)); + +// Only these sort - an unknown column would take the page down +$sortable_columns = $on_days ? [ + 'holiday_date' => "holiday_date $order", + 'holiday_name' => "holiday_name $order, holiday_date ASC", +] : [ + 'sla_name' => "sla_name $order", + 'sla_response_minutes' => "sla_response_minutes $order, sla_name ASC", + // The ones that only time the first reply go last either way + 'sla_resolution_minutes' => "sla_resolution_minutes IS NULL, sla_resolution_minutes $order, sla_name ASC", + 'tickets' => "n_tickets $order, sla_name ASC", +]; +if (!isset($sortable_columns[$sort])) { + $sort = $on_days ? 'holiday_date' : 'sla_name'; } -$holiday_year = intval(date('Y')); +if ($on_days) { + $sql = mysqli_query($mysqli, "SELECT SQL_CALC_FOUND_ROWS holiday_id, holiday_date, holiday_name FROM business_holidays + WHERE $day_search AND holiday_date " . ($show === 'past' ? '<' : '>=') . " '$today' + ORDER BY {$sortable_columns[$sort]} + LIMIT $record_from, $record_to"); +} else { + // Tickets: the open ones with the SLA on them now + $sql = mysqli_query($mysqli, "SELECT SQL_CALC_FOUND_ROWS sla_id, sla_name, sla_description, sla_response_minutes, sla_resolution_minutes, sla_archived_at, + (SELECT COUNT(*) FROM tickets WHERE ticket_sla_id = sla_id AND " . TICKET_OPEN_SQL . ") AS n_tickets + FROM slas + WHERE $sla_search AND sla_archived_at IS " . ($show === 'archived' ? 'NOT NULL' : 'NULL') . " + ORDER BY {$sortable_columns[$sort]}, sla_id ASC + LIMIT $record_from, $record_to"); +} +$num_rows = mysqli_fetch_row(mysqli_query($mysqli, "SELECT FOUND_ROWS()")); -// Default assignments: [priority] = sla_id - a client's contract can set its own (functions/contract_billing.php) -$assignments = []; -$sql_assignments = mysqli_query($mysqli, "SELECT sla_assignment_priority, sla_assignment_sla_id FROM sla_assignments WHERE sla_assignment_client_id = 0"); -while ($assignment_row = mysqli_fetch_assoc($sql_assignments)) { - $assignments[0][$assignment_row['sla_assignment_priority']] = intval($assignment_row['sla_assignment_sla_id']); +$rows = []; +while ($list_row = mysqli_fetch_assoc($sql)) { + $rows[] = $list_row; } +// The default SLA for each priority (sla_assignments, client 0), and the other way round - what each SLA is the default for +$defaults = []; +$sql_defaults = mysqli_query($mysqli, "SELECT sla_assignment_priority, sla_assignment_sla_id FROM sla_assignments WHERE sla_assignment_client_id = 0"); +while ($default_row = mysqli_fetch_assoc($sql_defaults)) { + $defaults[$default_row['sla_assignment_priority']] = intval($default_row['sla_assignment_sla_id']); +} +$default_for = []; +foreach (TICKET_PRIORITIES as $priority) { + if (!empty($defaults[$priority])) { + $default_for[$defaults[$priority]][] = $priority; + } +} + +// The SLAs the defaults can pick - the active ones, and an archived one a priority still points at, so it shows why tickets get none +$sla_choices = contractSlaChoices(array_values($defaults)); +$active_slas = count(array_filter($sla_choices, function ($choice) { + return empty($choice['sla_archived_at']); +})); + +// The contracts and contract templates that name each SLA for a priority +$sla_used = []; +if (!$on_days && $rows && function_exists('contractsReady') && contractsReady()) { + foreach (['contracts' => 'contract', 'templates' => 'contract_template'] as $kind => $prefix) { + $columns = array_map(function ($part) use ($prefix) { + return "{$prefix}_sla_{$part}_id"; + }, CONTRACT_SLA_PRIORITIES); + try { + $sql_used = mysqli_query($mysqli, "SELECT " . implode(', ', $columns) . " FROM {$prefix}s WHERE {$prefix}_archived_at IS NULL AND " . implode(' + ', $columns) . " > 0"); + while ($used_row = mysqli_fetch_row($sql_used)) { + foreach (array_unique(array_filter(array_map('intval', $used_row))) as $used_sla_id) { + $sla_used[$used_sla_id][$kind] = ($sla_used[$used_sla_id][$kind] ?? 0) + 1; + } + } + } catch (Throwable $e) { + // The contracts tables arrive with a database update - before it, nothing names an SLA + } + } +} + +// On tickets now - the same rules the ticket list filters by, so each count matches the list its link opens +$ticket_scope = clientScopeSql('ticket_client_id'); +$now_open = intval(mysqli_fetch_row(mysqli_query($mysqli, "SELECT COUNT(ticket_id) FROM tickets WHERE " . TICKET_OPEN_SQL . " AND ticket_sla_id > 0 $ticket_scope"))[0]); +$now_breached = intval(mysqli_fetch_row(mysqli_query($mysqli, "SELECT COUNT(ticket_id) FROM tickets WHERE ticket_resolved_at IS NULL AND " . dashboardSlaBreachedSql() . " $ticket_scope"))[0]); +$now_at_risk = intval(mysqli_fetch_row(mysqli_query($mysqli, "SELECT COUNT(ticket_id) FROM tickets LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id + WHERE " . TICKET_OPEN_SQL . " AND ticket_sla_id > 0 AND COALESCE(ticket_status_pauses_sla, 0) = 0 + AND (ticket_response_sla_alert_stage = 1 OR ticket_resolution_sla_alert_stage = 1) $ticket_scope"))[0]); + +// The next day the office is shut, for the business hours card +$next_closure = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT holiday_date, holiday_name, (SELECT COUNT(*) FROM business_holidays WHERE holiday_date >= '$today') AS coming + FROM business_holidays WHERE holiday_date >= '$today' ORDER BY holiday_date ASC LIMIT 1")); + +// Warnings and breaches are sent by the Ticket SLA Monitor job - nothing goes out while cron or the job is off +$alerts_job = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT cron_job_enabled FROM cron_jobs WHERE cron_job_name = 'ticket_sla' LIMIT 1")); +$alerts_stopped = ''; +if (intval($row['config_enable_cron']) !== 1) { + $alerts_stopped = 'Cron is switched off'; +} elseif (empty($row['config_cron_last_dispatch_at']) || time() - strtotime($row['config_cron_last_dispatch_at']) >= 300) { + $alerts_stopped = "Cron isn't running"; +} elseif ($alerts_job && intval($alerts_job['cron_job_enabled']) !== 1) { + $alerts_stopped = 'The Ticket SLA Monitor job is turned off'; +} + +// An SLA's targets in a line - "Respond in 4 business hours, resolve in 6 business days" +$targets_text = function ($sla) { + return 'Respond in ' . formatSlaMinutes($sla['sla_response_minutes']) + . (intval($sla['sla_resolution_minutes'] ?? 0) > 0 ? ', resolve in ' . formatSlaMinutes($sla['sla_resolution_minutes']) : ''); +}; +// A target for the list: how long it is in business time, and under it the hours as typed once that is days +$target_html = function ($minutes) use ($day_minutes) { + $minutes = intval($minutes); + $html = '' . escapeHtml(ucfirst(formatSlaMinutes($minutes))) . ''; + if ($minutes >= ($day_minutes ?: 1440)) { + $html .= '
' . escapeHtml(formatSlaClockMinutes($minutes)) . '
'; + } + return $html; +}; +// "32 open tickets, 10 contracts" - what has an SLA on it, and what gives it to new tickets +$used_text = function ($sla) use ($sla_used) { + $n = [ + 'open ticket' => intval($sla['n_tickets']), + 'contract' => intval($sla_used[intval($sla['sla_id'])]['contracts'] ?? 0), + 'contract template' => intval($sla_used[intval($sla['sla_id'])]['templates'] ?? 0), + ]; + $parts = []; + foreach (array_filter($n) as $word => $count) { + $parts[] = number_format($count) . " $word" . ($count === 1 ? '' : 's'); + } + return $parts; +}; +// A closure day's distance - "Today", "Tomorrow", "in 12 days", "3 months ago" +$day_distance = function ($date) use ($today) { + $days = intval(round((strtotime($date) - strtotime($today)) / 86400)); + if (abs($days) <= 1) { + return [-1 => 'Yesterday', 0 => 'Today', 1 => 'Tomorrow'][$days]; + } + if (abs($days) < 14) { + return $days > 0 ? "in $days days" : abs($days) . ' days ago'; + } + return timeAgo($date . ' ' . date('H:i:s')); +}; + +// A heading sorts its own way round first - names A to Z, the shortest target and the most used at the top - then the other +$sort_first = ['sla_name' => 'ASC', 'sla_response_minutes' => 'ASC', 'sla_resolution_minutes' => 'ASC', 'tickets' => 'DESC', + 'holiday_name' => 'ASC', 'holiday_date' => $show === 'past' ? 'DESC' : 'ASC']; +$sort_link = function ($column, $label) use ($url_query_strings_sort, $sort, $disp, $order_icon, $sort_first) { + return '' + . $label . ($sort === $column ? " $order_icon" : '') . ''; +}; +// A view keeps the search only on its own side - a name typed for an SLA is no use against closure days +$pill_url = function ($view) use ($on_days) { + $same_side = in_array($view, ['days', 'past'], true) === $on_days; + return '?' . http_build_query(array_filter(['q' => $same_side ? ($_GET['q'] ?? '') : '', 'show' => $view])); +}; ?> -
-
-

SLAs

-
- -
-
+
-
+
-

SLAs are optional. A new ticket gets the SLA its client's contract sets for its priority, else the default for the priority below - with nothing assigned, nothing changes.

- -
- - - - - - - - - - - - - - - - - - - - - - - -
NameDescriptionResponseResolutionStatusAction
- - - - min - -
Archived
+
+
+

SLAs

+
+
+ + + + + + +
+ + + Add US holidays + + + New SLA + -
Active
+ + New closure day + + + Ticket statuses + -
-
- -
- - Edit - -
- - - Restore - - - - Archive - - -
-
-
-
-
-
- -
-
-

SLA Assignments

-
- -
- -
- - - Default (for a client whose contract sets none) -
- -
- - -
- -
- -
- - A client has no SLAs of its own: a contract in force for the client comes first, for the priorities it sets an SLA for, and these defaults cover the rest. -
-
- -
-
-

Business Hours & Notifications

-
- -
- -
- - -
- -
- 'Mon', 2 => 'Tue', 3 => 'Wed', 4 => 'Thu', 5 => 'Fri', 6 => 'Sat', 7 => 'Sun'] as $day_number => $day_name) { ?> -
- > - +
+ + SLA Summary report + + + SLA by Client report +
+
+
+
+
+ + +
+
+
+ + +
+
+
+ +
- SLA clocks only run during business hours on these days. Unchecking everything makes SLAs count 24x7. +
-
-
- - -
-
- - -
-
- - -
-
- - -
-
- - Warnings and breach alerts also notify the assigned agent in-app and by email. Requires cron/ticket_sla.php running every minute. - - - - -
-
- -
-
-

Holidays & Closure Days

-
-
- -
- - -
-
- -
-
- -
- -

- SLA clocks stop completely on these dates, the same as a day outside your business days. - Use them for public holidays or any other day the office is shut. Adding or removing one - recalculates the targets on every open ticket. -

- - -

No closure days configured - SLA clocks run on every business day.

-
- - + + + +
+ "> - - - - + + + - - - - "> - - - - + 0 && !in_array(intval(date('N', strtotime($date))), $business_days, true); ?> + + + + - -
DateDayNameAction
-
- + +
+
+ +
+
+ +
,
+ +
A - not one of your business days anyway
+ +
+
+ 		+
+
·
+ 		+ + - +
+ + + + + + + + "> + + + + + + + + + + + + + + + + + + + +
+
+ +
+ + + + + +
+ + +
Archived
+ + +
+
+
+ 		+ 0 ? $target_html($resolution) : 'Response only' ?> + + ', array_map('escapeHtml', $used)) : 'Not used yet' ?> + +
+ +
+ Edit + + Restore + +
+ + Archive + + +
+
+
+ +
- + 'closure days', + 'icon' => 'fa-calendar-times', + 'filtered' => $q !== '', + 'views' => ['show'], + 'view' => $show === 'past' ? [ + 'title' => 'No closure days gone by', + 'icon' => 'fa-history', + 'text' => 'A closure day stays on record here once it has passed.', + 'actions' => [], + ] : [], + 'title' => 'No closure days coming up', + 'text' => 'Holidays and other days the office is shut. No SLA clock runs on them.', + 'actions' => [ + ['label' => 'New Closure Day', 'modal' => 'modals/sla/holiday_add.php'], + ['label' => 'Add US holidays', 'modal' => 'modals/sla/holiday_generate.php', 'icon' => 'fa-magic'], + ], + ] : [ + 'thing' => 'SLAs', + 'icon' => 'fa-stopwatch', + 'filtered' => $q !== '', + 'archived' => $show === 'archived', + 'views' => ['show'], + 'text' => 'How long there is to first reply to a ticket, and to resolve it. SLAs are optional - with none, nothing about tickets changes.', + 'actions' => [['label' => 'New SLA', 'modal' => 'modals/sla/sla_add.php']], + ]; + require_once "../includes/filter_footer.php"; + ?> +
+ + +
+
+

On tickets now

+
+
+
+
+
Open with an SLA
+
+
+ + + +
0
+ +
Close to a target
+
+
+ + + +
0
+ +
Missed a target
+
+
+
+ +
+
+
+

SLAs are optional. A new ticket gets the SLA its client's contract gives its priority, else the default for the priority. With neither, it has none and nothing about it changes.

+

Targets are business time. 0 ? 'Four hours given an hour before the day ends runs out three hours into the next business day - and 24 hours is ' . escapeHtml(formatSlaMinutes(1440)) . '.' : 'With no business days picked the clocks run around the clock, so a target is plain time.' ?>

+

Two clocks. Response runs until the first reply. Resolution runs until the ticket is resolved, and stops while it is in a status that pauses it, like On Hold - set in Ticket Statuses.

+

How you're doing. The SLA Summary and SLA by Client reports show how often targets were met.

+
+
+
+ +
+ + +
+
+

Default SLA by priority

+
+
+ +
+ +
+ + +
+ + + A client's contract comes first, for the priorities it gives an SLA. These cover the rest - clients with no contract in force, and priorities a contract leaves alone. + + +
+
+ + Every ticket not yet closed is looked at again. +
+
+
+ + +
+
+

Business hours and alerts

+
+
+ +
+ +
+ $day_name) { ?> + > + + +
+ +
+ +
+ + + to + +
+ + SLA clocks only run in these hours, on these days. With no day picked they run around the clock. + + closure day coming up - next, . + + No closure days are coming up. + + +
+ +
+ +
+ + + % of the target +
+ A ticket's agent is warned when this much of a target is gone, and told again if it is missed - in ITFlow and by email. +
+ +
+ +
+ + +
+ A shared address that gets every warning and missed target too. Leave it empty for none. +
+ + +
+ , so no warnings go out and missed targets aren't recorded until it's back. See Maintenance > Cron. +
+ +
+
+ + Targets on tickets not yet closed are worked out again. +
+
+
+ +
+
-= $day_end) { + return 0; + } + + return intval((strtotime($day_end) - strtotime($day_start)) / 60); +} + +// A target as the hours and minutes it was typed as - "48 hours", "1 hour 30 +// minutes", "45 minutes" - where formatSlaMinutes() says how long that is in +// business days. Admin > SLAs shows both: 48 hours of a 9-5 day is six days. +function formatSlaClockMinutes($minutes) +{ + $minutes = max(0, intval($minutes)); + $hours = intdiv($minutes, 60); + $remainder = $minutes % 60; + + $parts = []; + if ($hours > 0) { + $parts[] = $hours . ' hour' . ($hours == 1 ? '' : 's'); + } + if ($remainder > 0 || !$parts) { + $parts[] = $remainder . ' minute' . ($remainder == 1 ? '' : 's'); + } + + return implode(' ', $parts); +} + +// A target from the SLA window's two boxes, hours and minutes, in minutes. +// Either can be left empty; a caller sending only minutes sends the lot. +function slaTargetMinutes($hours, $minutes) +{ + return max(0, intval($hours)) * 60 + max(0, intval($minutes)); +} + // 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