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Make SLA Column in tickets sortable

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This commit is contained in:
johnnyq
2026-10-14 13:12:45 -04:00
parent 5d129bd4aa
commit c50bc2ee96
2 changed files with 55 additions and 15 deletions
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68
agent/ticket_list.php
View File

@@ -8,24 +8,60 @@
isset($mysqli) || die("Direct file access is not allowed");
/*
* ORDER BY for the selected column. Priority and SLA aren't plain columns -
* both sort on a rank built from the row. $sort is whitelisted in tickets.php
* and $order is ASC|DESC from filter_header.php, so neither is raw input here.
*/
if ($sort == 'ticket_priority') {
$ticket_order_by =
"CASE ticket_priority
WHEN 'Urgent' THEN 0
WHEN 'High' THEN 1
WHEN 'Medium' THEN 2
WHEN 'Low' THEN 3
ELSE 4
END $order,
ticket_number DESC";
} elseif ($sort == 'ticket_sla') {
/*
* SLA sorts by urgency, in the same buckets the SLA column shows, so the
* badges group together. ASC (the first click) puts the most urgent first:
*
* 0 Breached 1 At risk 2 Running (by due) 3 Paused
* 4 Open, no clock running (response-only plan, already responded)
* 5 Resolved / Closed
*
* A paused ticket ranks as Paused even if it had already breached - that
* is the badge the column shows for it. Within a bucket, the clock that's
* still running decides: response due until the first response, then
* resolution due. Tickets without an SLA always sink to the bottom - DESC
* flips the urgency order, not the "has an SLA at all" split.
*/
$ticket_sla_is_open = "ticket_resolved_at IS NULL AND ticket_closed_at IS NULL";
$ticket_sla_due = "CASE WHEN ticket_first_response_at IS NULL THEN ticket_response_due_at ELSE ticket_resolution_due_at END";
$ticket_order_by =
"ticket_sla_id = 0 ASC,
CASE
WHEN NOT ($ticket_sla_is_open) THEN 5
WHEN COALESCE(ticket_status_pauses_sla, 0) = 1 THEN 3
WHEN GREATEST(ticket_response_sla_alert_stage, ticket_resolution_sla_alert_stage) = 2 THEN 0
WHEN GREATEST(ticket_response_sla_alert_stage, ticket_resolution_sla_alert_stage) = 1 THEN 1
WHEN ($ticket_sla_due) IS NULL THEN 4
ELSE 2
END $order,
($ticket_sla_due) $order,
ticket_number DESC";
} else {
$ticket_order_by = "$sort $order";
}
$query =
"SELECT SQL_CALC_FOUND_ROWS $ticket_select_columns
FROM tickets
$ticket_joins
$ticket_where
ORDER BY
CASE
WHEN '$sort' = 'ticket_priority' THEN
CASE ticket_priority
WHEN 'Urgent' THEN 0
WHEN 'High' THEN 1
WHEN 'Medium' THEN 2
WHEN 'Low' THEN 3
ELSE 4
END
ELSE NULL
END $order,
$sort $order
ORDER BY $ticket_order_by
LIMIT $record_from, $record_to";
$sql = mysqli_query($mysqli, $query);
@@ -191,7 +227,11 @@ if ($tickets) {
</a>
</th>
<?php if ($sla_filter_in_use) { ?>
<th>SLA</th>
<th>
<a class="text-dark" href="?<?= $url_query_strings_sort ?>&sort=ticket_sla&order=<?= $disp ?>">
SLA <?php if ($sort == 'ticket_sla') { echo $order_icon; } ?>
</a>
</th>
<?php } ?>
<th>
<a class="text-dark" href="?<?= $url_query_strings_sort ?>&sort=user_name&order=<?= $disp ?>">

2
agent/tickets.php
View File

@@ -66,7 +66,7 @@ $url_query_strings_sort = http_build_query($get_copy);
$sortable_columns = array(
'ticket_number', 'ticket_subject', 'client_name', 'contact_name',
'ticket_billable', 'ticket_priority', 'ticket_status', 'user_name',
'ticket_updated_at', 'ticket_created_at'
'ticket_updated_at', 'ticket_created_at', 'ticket_sla'
);
if (!in_array($sort, $sortable_columns, true)) {
$sort = 'ticket_number';