mirror of
https://github.com/itflow-org/itflow
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Add optional ticket SLAs
Response/resolution targets stamped at creation from per-client/priority assignments, business-hours due date math, warn/breach alert stages via cron/ticket_sla.php, ticket list coloring, per-ticket SLA override, admin page for plans/assignments/business hours. DB update 2.5.0. No behavior change unless SLAs are assigned. Bulk reply now only counts Public replies as first response.
This commit is contained in:
johnnyq
59
admin/database_updates/2.5.0.php
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59
admin/database_updates/2.5.0.php
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@@ -0,0 +1,59 @@
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<?php
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/*
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* ITFlow - Database update to version 2.5.0 (from 2.4.8)
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* Included by admin/database_updates.php - do not access directly
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*
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* (2.4.9 was briefly used by the reverted refunds change - skipping that
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* number so instances that applied it before the revert still pick this up)
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*/
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defined('FROM_DB_UPDATER') || die("Direct file access is not allowed");
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// Ticket SLAs. slas holds the response/resolution targets and
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// sla_assignments maps a client + priority to an SLA (client 0 rows are
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// the global default, an assignment pointing at SLA 0 is an explicit "no
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// SLA" override). SLAs are optional - with no assignments defined, nothing
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// in the app changes behaviour.
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mysqli_query($mysqli, "CREATE TABLE `sla_assignments` (
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`sla_assignment_id` int(11) NOT NULL AUTO_INCREMENT,
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`sla_assignment_client_id` int(11) NOT NULL DEFAULT 0,
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`sla_assignment_priority` varchar(200) NOT NULL,
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`sla_assignment_sla_id` int(11) NOT NULL DEFAULT 0,
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PRIMARY KEY (`sla_assignment_id`),
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UNIQUE KEY `sla_assignment_client_priority` (`sla_assignment_client_id`,`sla_assignment_priority`)
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) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_general_ci");
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mysqli_query($mysqli, "CREATE TABLE `slas` (
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`sla_id` int(11) NOT NULL AUTO_INCREMENT,
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`sla_name` varchar(200) NOT NULL,
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`sla_description` varchar(500) DEFAULT NULL,
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`sla_response_minutes` int(11) NOT NULL,
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`sla_resolution_minutes` int(11) DEFAULT NULL,
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`sla_created_at` datetime NOT NULL DEFAULT current_timestamp(),
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`sla_archived_at` datetime DEFAULT NULL,
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PRIMARY KEY (`sla_id`)
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) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_general_ci");
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// SLA targets are computed once at write time and stored on the ticket, so
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// the ticket list and cron/ticket_sla.php only ever compare datetimes. The
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// due date indexes bound the cron's every-minute scans the same way the
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// 2.4.8 logs index bounded the login lockout queries.
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mysqli_query($mysqli, "ALTER TABLE `tickets`
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ADD COLUMN `ticket_sla_id` int(11) NOT NULL DEFAULT 0 AFTER `ticket_status`,
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ADD COLUMN `ticket_response_due_at` datetime DEFAULT NULL AFTER `ticket_first_response_at`,
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ADD COLUMN `ticket_resolution_due_at` datetime DEFAULT NULL AFTER `ticket_response_due_at`,
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ADD COLUMN `ticket_response_sla_met` tinyint(1) DEFAULT NULL AFTER `ticket_resolution_due_at`,
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ADD COLUMN `ticket_resolution_sla_met` tinyint(1) DEFAULT NULL AFTER `ticket_response_sla_met`,
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ADD COLUMN `ticket_response_sla_alert_stage` tinyint(1) NOT NULL DEFAULT 0 AFTER `ticket_resolution_sla_met`,
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ADD COLUMN `ticket_resolution_sla_alert_stage` tinyint(1) NOT NULL DEFAULT 0 AFTER `ticket_response_sla_alert_stage`,
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ADD INDEX `ticket_response_due_at` (`ticket_response_due_at`),
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ADD INDEX `ticket_resolution_due_at` (`ticket_resolution_due_at`)");
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// Business hours + SLA notification settings
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mysqli_query($mysqli, "ALTER TABLE `settings`
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ADD COLUMN `config_business_days` varchar(20) NOT NULL DEFAULT '1,2,3,4,5' AFTER `config_timezone`,
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ADD COLUMN `config_business_hours_start` time NOT NULL DEFAULT '09:00:00' AFTER `config_business_days`,
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ADD COLUMN `config_business_hours_end` time NOT NULL DEFAULT '17:00:00' AFTER `config_business_hours_start`,
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ADD COLUMN `config_sla_warning_percent` tinyint(3) NOT NULL DEFAULT 75 AFTER `config_business_hours_end`,
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ADD COLUMN `config_sla_notification_email` varchar(200) DEFAULT NULL AFTER `config_sla_warning_percent`");
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@@ -77,6 +77,14 @@
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</a>
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</li>
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<?php } ?>
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<?php if ($config_module_enable_ticketing) { ?>
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<li class="nav-item">
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<a href="/admin/sla.php" class="nav-link <?= (basename($_SERVER['PHP_SELF']) == 'sla.php' ? 'active' : '') ?>">
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<i class="nav-icon fas fa-stopwatch"></i>
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<p>SLAs</p>
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</a>
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</li>
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<?php } ?>
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<li class="nav-header">INTEGRATIONS</li>
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<?php if ($config_module_enable_accounting) { ?>
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64
admin/modals/sla/sla_add.php
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64
admin/modals/sla/sla_add.php
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@@ -0,0 +1,64 @@
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<?php
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require_once '../../includes/modal_header.php';
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ob_start();
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?>
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<div class="modal-header bg-dark">
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<h5 class="modal-title"><i class="fas fa-fw fa-stopwatch mr-2"></i>New SLA</h5>
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<button type="button" class="close text-white" data-dismiss="modal">
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<span>×</span>
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</button>
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</div>
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<form action="post.php" method="post" autocomplete="off">
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<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
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<div class="modal-body">
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<div class="form-group">
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<label>Name <strong class="text-danger">*</strong></label>
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<div class="input-group">
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<div class="input-group-prepend">
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<span class="input-group-text"><i class="fa fa-fw fa-stopwatch"></i></span>
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</div>
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<input type="text" class="form-control" name="name" placeholder="SLA name" maxlength="200" required autofocus>
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</div>
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</div>
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<div class="form-group">
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<label>Description</label>
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<div class="input-group">
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<div class="input-group-prepend">
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<span class="input-group-text"><i class="fa fa-fw fa-comment"></i></span>
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</div>
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<input type="text" class="form-control" name="description" placeholder="Short description" maxlength="500">
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</div>
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</div>
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<div class="form-group">
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<label>Response target (business minutes) <strong class="text-danger">*</strong></label>
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<div class="input-group">
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<div class="input-group-prepend">
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<span class="input-group-text"><i class="fa fa-fw fa-reply"></i></span>
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</div>
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<input type="number" class="form-control" name="response_minutes" min="1" placeholder="e.g. 60" required>
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</div>
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</div>
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<div class="form-group">
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<label>Resolution target (business minutes)</label>
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<div class="input-group">
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<div class="input-group-prepend">
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<span class="input-group-text"><i class="fa fa-fw fa-flag-checkered"></i></span>
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</div>
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<input type="number" class="form-control" name="resolution_minutes" min="1" placeholder="Leave empty for response-only">
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</div>
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</div>
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</div>
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<div class="modal-footer">
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<button type="submit" name="add_sla" class="btn btn-primary text-bold"><i class="fas fa-check mr-2"></i>Create</button>
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<button type="button" class="btn btn-light" data-dismiss="modal"><i class="fas fa-times mr-2"></i>Cancel</button>
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</div>
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</form>
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<?php
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require_once '../../../includes/modal_footer.php';
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85
admin/modals/sla/sla_assignment_client.php
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85
admin/modals/sla/sla_assignment_client.php
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@@ -0,0 +1,85 @@
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<?php
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require_once '../../includes/modal_header.php';
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// With a client_id we're editing that client's overrides, otherwise adding new
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$client_id = intval($_GET['client_id'] ?? 0);
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$client_name = '';
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$client_assignments = [];
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if ($client_id) {
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$client_row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT client_name FROM clients WHERE client_id = $client_id LIMIT 1"));
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$client_name = escapeHtml($client_row['client_name']);
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$sql_assignments = mysqli_query($mysqli, "SELECT sla_assignment_priority, sla_assignment_sla_id FROM sla_assignments WHERE sla_assignment_client_id = $client_id");
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while ($assignment_row = mysqli_fetch_assoc($sql_assignments)) {
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$client_assignments[$assignment_row['sla_assignment_priority']] = intval($assignment_row['sla_assignment_sla_id']);
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}
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}
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$sql_slas = mysqli_query($mysqli, "SELECT sla_id, sla_name FROM slas WHERE sla_archived_at IS NULL ORDER BY sla_name ASC");
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$active_slas = [];
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while ($sla_row = mysqli_fetch_assoc($sql_slas)) {
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$active_slas[intval($sla_row['sla_id'])] = $sla_row['sla_name'];
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}
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ob_start();
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?>
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<div class="modal-header bg-dark">
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<h5 class="modal-title"><i class="fas fa-fw fa-random mr-2"></i><?= $client_id ? "Editing SLA overrides: <strong>$client_name</strong>" : "New client SLA override" ?></h5>
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<button type="button" class="close text-white" data-dismiss="modal">
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<span>×</span>
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</button>
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</div>
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<form action="post.php" method="post" autocomplete="off">
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<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
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<div class="modal-body">
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<div class="form-group">
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<label>Client <strong class="text-danger">*</strong></label>
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<div class="input-group">
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<div class="input-group-prepend">
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<span class="input-group-text"><i class="fa fa-fw fa-user"></i></span>
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</div>
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<?php if ($client_id) { ?>
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<input type="hidden" name="client_id" value="<?= $client_id ?>">
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<input type="text" class="form-control" value="<?= $client_name ?>" disabled>
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<?php } else { ?>
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<select class="form-control select2" name="client_id" required>
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<option value="">- Client -</option>
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<?php
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$sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients WHERE client_archived_at IS NULL ORDER BY client_name ASC");
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while ($client_row = mysqli_fetch_assoc($sql_clients)) { ?>
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<option value="<?= intval($client_row['client_id']) ?>"><?= escapeHtml($client_row['client_name']) ?></option>
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<?php } ?>
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</select>
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<?php } ?>
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</div>
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</div>
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<?php foreach (['Low', 'Medium', 'High'] as $priority) {
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$current = $client_assignments[$priority] ?? 'default';
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?>
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<div class="form-group">
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<label><?= $priority ?> priority</label>
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<select class="form-control" name="client_sla_<?= strtolower($priority) ?>">
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<option value="default" <?php if ($current === 'default') { echo "selected"; } ?>>Default (follow global)</option>
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<option value="0" <?php if ($current === 0) { echo "selected"; } ?>>None (no SLA)</option>
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<?php foreach ($active_slas as $active_sla_id => $active_sla_name) { ?>
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<option value="<?= $active_sla_id ?>" <?php if ($current === $active_sla_id) { echo "selected"; } ?>><?= escapeHtml($active_sla_name) ?></option>
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<?php } ?>
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</select>
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</div>
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<?php } ?>
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</div>
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<div class="modal-footer">
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<button type="submit" name="save_client_sla_assignment" class="btn btn-primary text-bold"><i class="fas fa-check mr-2"></i>Save</button>
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<button type="button" class="btn btn-light" data-dismiss="modal"><i class="fas fa-times mr-2"></i>Cancel</button>
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</div>
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</form>
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<?php
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require_once '../../../includes/modal_footer.php';
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76
admin/modals/sla/sla_edit.php
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76
admin/modals/sla/sla_edit.php
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@@ -0,0 +1,76 @@
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<?php
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require_once '../../includes/modal_header.php';
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$sla_id = intval($_GET['id']);
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$sql = mysqli_query($mysqli, "SELECT * FROM slas WHERE sla_id = $sla_id LIMIT 1");
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$row = mysqli_fetch_assoc($sql);
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$sla_name = escapeHtml($row['sla_name']);
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$sla_description = escapeHtml($row['sla_description']);
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$sla_response_minutes = intval($row['sla_response_minutes']);
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$sla_resolution_minutes = intval($row['sla_resolution_minutes']);
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ob_start();
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?>
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<div class="modal-header bg-dark">
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<h5 class="modal-title"><i class="fas fa-fw fa-stopwatch mr-2"></i>Editing SLA: <strong><?= $sla_name ?></strong></h5>
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<button type="button" class="close text-white" data-dismiss="modal">
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<span>×</span>
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</button>
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</div>
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<form action="post.php" method="post" autocomplete="off">
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<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
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<input type="hidden" name="sla_id" value="<?= $sla_id ?>">
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<div class="modal-body">
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<div class="form-group">
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<label>Name <strong class="text-danger">*</strong></label>
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<div class="input-group">
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<div class="input-group-prepend">
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<span class="input-group-text"><i class="fa fa-fw fa-stopwatch"></i></span>
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</div>
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<input type="text" class="form-control" name="name" value="<?= $sla_name ?>" maxlength="200" required>
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</div>
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</div>
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<div class="form-group">
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<label>Description</label>
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<div class="input-group">
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<div class="input-group-prepend">
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<span class="input-group-text"><i class="fa fa-fw fa-comment"></i></span>
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</div>
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<input type="text" class="form-control" name="description" value="<?= $sla_description ?>" maxlength="500">
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</div>
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</div>
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<div class="form-group">
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<label>Response target (business minutes) <strong class="text-danger">*</strong></label>
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<div class="input-group">
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<div class="input-group-prepend">
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<span class="input-group-text"><i class="fa fa-fw fa-reply"></i></span>
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</div>
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<input type="number" class="form-control" name="response_minutes" min="1" value="<?= $sla_response_minutes ?>" required>
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</div>
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</div>
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<div class="form-group">
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<label>Resolution target (business minutes)</label>
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<div class="input-group">
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<div class="input-group-prepend">
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<span class="input-group-text"><i class="fa fa-fw fa-flag-checkered"></i></span>
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</div>
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<input type="number" class="form-control" name="resolution_minutes" min="1" value="<?= $sla_resolution_minutes ?: '' ?>" placeholder="Leave empty for response-only">
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</div>
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<small class="text-muted">Saving recalculates targets on open tickets using this SLA.</small>
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</div>
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</div>
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<div class="modal-footer">
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<button type="submit" name="edit_sla" class="btn btn-primary text-bold"><i class="fas fa-check mr-2"></i>Save</button>
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<button type="button" class="btn btn-light" data-dismiss="modal"><i class="fas fa-times mr-2"></i>Cancel</button>
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</div>
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</form>
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<?php
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require_once '../../../includes/modal_footer.php';
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217
admin/post/sla.php
Normal file
217
admin/post/sla.php
Normal file
@@ -0,0 +1,217 @@
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<?php
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defined('FROM_POST_HANDLER') || die("Direct file access is not allowed");
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if (isset($_POST['add_sla'])) {
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validateCSRFToken();
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$name = escapeSql($_POST['name']);
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$description = escapeSql($_POST['description']);
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$response_minutes = intval($_POST['response_minutes']);
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$resolution_minutes = intval($_POST['resolution_minutes']);
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$resolution_minutes_set = $resolution_minutes > 0 ? $resolution_minutes : "NULL";
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mysqli_query($mysqli, "INSERT INTO slas SET sla_name = '$name', sla_description = '$description', sla_response_minutes = $response_minutes, sla_resolution_minutes = $resolution_minutes_set");
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logAudit("SLA", "Create", "$session_name created SLA $name");
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flashAlert("SLA <strong>$name</strong> created");
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redirect();
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}
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if (isset($_POST['edit_sla'])) {
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validateCSRFToken();
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$sla_id = intval($_POST['sla_id']);
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$name = escapeSql($_POST['name']);
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$description = escapeSql($_POST['description']);
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$response_minutes = intval($_POST['response_minutes']);
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$resolution_minutes = intval($_POST['resolution_minutes']);
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$resolution_minutes_set = $resolution_minutes > 0 ? $resolution_minutes : "NULL";
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mysqli_query($mysqli, "UPDATE slas SET sla_name = '$name', sla_description = '$description', sla_response_minutes = $response_minutes, sla_resolution_minutes = $resolution_minutes_set WHERE sla_id = $sla_id");
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// Re-stamp open tickets on this SLA so their targets follow the new minutes
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$restamped = 0;
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$sql_tickets = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_sla_id = $sla_id AND ticket_closed_at IS NULL AND ticket_archived_at IS NULL");
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while ($ticket_row = mysqli_fetch_assoc($sql_tickets)) {
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applyTicketSla($ticket_row['ticket_id'], $sla_id);
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$restamped++;
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}
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logAudit("SLA", "Edit", "$session_name edited SLA $name");
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flashAlert("SLA <strong>$name</strong> updated - targets recalculated on $restamped open ticket(s)");
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redirect();
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}
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if (isset($_GET['archive_sla'])) {
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validateCSRFToken();
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$sla_id = intval($_GET['archive_sla']);
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mysqli_query($mysqli, "UPDATE slas SET sla_archived_at = NOW() WHERE sla_id = $sla_id");
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|
||||
// Assignments pointing at an archived SLA resolve to "no SLA" for new
|
||||
// tickets; existing tickets keep their stamped targets
|
||||
|
||||
logAudit("SLA", "Archive", "$session_name archived SLA ID $sla_id");
|
||||
|
||||
flashAlert("SLA archived");
|
||||
|
||||
redirect();
|
||||
|
||||
}
|
||||
|
||||
if (isset($_GET['unarchive_sla'])) {
|
||||
|
||||
validateCSRFToken();
|
||||
|
||||
$sla_id = intval($_GET['unarchive_sla']);
|
||||
|
||||
mysqli_query($mysqli, "UPDATE slas SET sla_archived_at = NULL WHERE sla_id = $sla_id");
|
||||
|
||||
logAudit("SLA", "Unarchive", "$session_name restored SLA ID $sla_id");
|
||||
|
||||
flashAlert("SLA restored");
|
||||
|
||||
redirect();
|
||||
|
||||
}
|
||||
|
||||
if (isset($_POST['edit_sla_settings'])) {
|
||||
|
||||
validateCSRFToken();
|
||||
|
||||
// Business days arrive as an array of ISO weekday numbers (1 = Mon .. 7 = Sun)
|
||||
$business_days = [];
|
||||
if (isset($_POST['business_days']) && is_array($_POST['business_days'])) {
|
||||
foreach ($_POST['business_days'] as $day) {
|
||||
$day = intval($day);
|
||||
if ($day >= 1 && $day <= 7) {
|
||||
$business_days[] = $day;
|
||||
}
|
||||
}
|
||||
}
|
||||
$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']);
|
||||
|
||||
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");
|
||||
|
||||
// Business hours feed the due date math - re-stamp open SLA tickets
|
||||
$restamped = 0;
|
||||
$sql_tickets = mysqli_query($mysqli, "SELECT ticket_id, ticket_sla_id FROM tickets WHERE ticket_sla_id > 0 AND ticket_closed_at IS NULL AND ticket_archived_at IS NULL");
|
||||
while ($ticket_row = mysqli_fetch_assoc($sql_tickets)) {
|
||||
applyTicketSla($ticket_row['ticket_id'], $ticket_row['ticket_sla_id']);
|
||||
$restamped++;
|
||||
}
|
||||
|
||||
logAudit("Settings", "Edit", "$session_name edited SLA / business hours settings");
|
||||
|
||||
flashAlert("SLA settings updated - targets recalculated on $restamped open ticket(s)");
|
||||
|
||||
redirect();
|
||||
|
||||
}
|
||||
|
||||
if (isset($_POST['save_sla_assignments'])) {
|
||||
|
||||
validateCSRFToken();
|
||||
|
||||
// Global defaults - one select per priority; 0 means no SLA, which for the
|
||||
// global row is simply no assignment
|
||||
foreach (['Low', 'Medium', 'High'] as $priority) {
|
||||
|
||||
$field = 'global_sla_' . strtolower($priority);
|
||||
$sla_id = intval($_POST[$field] ?? 0);
|
||||
|
||||
mysqli_query($mysqli, "DELETE FROM sla_assignments WHERE sla_assignment_client_id = 0 AND sla_assignment_priority = '$priority'");
|
||||
if ($sla_id > 0) {
|
||||
mysqli_query($mysqli, "INSERT INTO sla_assignments SET sla_assignment_client_id = 0, sla_assignment_priority = '$priority', sla_assignment_sla_id = $sla_id");
|
||||
}
|
||||
}
|
||||
|
||||
// Re-resolve open tickets against the new defaults
|
||||
$restamped = 0;
|
||||
$sql_tickets = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_closed_at IS NULL AND ticket_archived_at IS NULL");
|
||||
while ($ticket_row = mysqli_fetch_assoc($sql_tickets)) {
|
||||
applyTicketSla($ticket_row['ticket_id']);
|
||||
$restamped++;
|
||||
}
|
||||
|
||||
logAudit("SLA", "Edit", "$session_name updated default SLA assignments");
|
||||
|
||||
flashAlert("Default SLA assignments saved - $restamped open ticket(s) re-evaluated");
|
||||
|
||||
redirect();
|
||||
|
||||
}
|
||||
|
||||
if (isset($_POST['save_client_sla_assignment'])) {
|
||||
|
||||
validateCSRFToken();
|
||||
|
||||
$client_id = intval($_POST['client_id']);
|
||||
|
||||
// Per-priority values: 'default' = follow the global default (no row),
|
||||
// '0' = explicitly no SLA for this client, otherwise an sla_id
|
||||
foreach (['Low', 'Medium', 'High'] as $priority) {
|
||||
|
||||
$field = 'client_sla_' . strtolower($priority);
|
||||
$value = $_POST[$field] ?? 'default';
|
||||
|
||||
mysqli_query($mysqli, "DELETE FROM sla_assignments WHERE sla_assignment_client_id = $client_id AND sla_assignment_priority = '$priority'");
|
||||
if ($value !== 'default') {
|
||||
$sla_id = intval($value);
|
||||
mysqli_query($mysqli, "INSERT INTO sla_assignments SET sla_assignment_client_id = $client_id, sla_assignment_priority = '$priority', sla_assignment_sla_id = $sla_id");
|
||||
}
|
||||
}
|
||||
|
||||
// Re-resolve this client's open tickets
|
||||
$restamped = 0;
|
||||
$sql_tickets = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_client_id = $client_id AND ticket_closed_at IS NULL AND ticket_archived_at IS NULL");
|
||||
while ($ticket_row = mysqli_fetch_assoc($sql_tickets)) {
|
||||
applyTicketSla($ticket_row['ticket_id']);
|
||||
$restamped++;
|
||||
}
|
||||
|
||||
logAudit("SLA", "Edit", "$session_name updated SLA assignments for client ID $client_id");
|
||||
|
||||
flashAlert("Client SLA assignments saved - $restamped open ticket(s) re-evaluated");
|
||||
|
||||
redirect();
|
||||
|
||||
}
|
||||
|
||||
if (isset($_GET['delete_client_sla_assignments'])) {
|
||||
|
||||
validateCSRFToken();
|
||||
|
||||
$client_id = intval($_GET['delete_client_sla_assignments']);
|
||||
|
||||
mysqli_query($mysqli, "DELETE FROM sla_assignments WHERE sla_assignment_client_id = $client_id");
|
||||
|
||||
// Back on the global defaults - re-resolve this client's open tickets
|
||||
$sql_tickets = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_client_id = $client_id AND ticket_closed_at IS NULL AND ticket_archived_at IS NULL");
|
||||
while ($ticket_row = mysqli_fetch_assoc($sql_tickets)) {
|
||||
applyTicketSla($ticket_row['ticket_id']);
|
||||
}
|
||||
|
||||
logAudit("SLA", "Delete", "$session_name removed SLA overrides for client ID $client_id");
|
||||
|
||||
flashAlert("Client SLA overrides removed");
|
||||
|
||||
redirect();
|
||||
|
||||
}
|
||||
274
admin/sla.php
Normal file
274
admin/sla.php
Normal file
@@ -0,0 +1,274 @@
|
||||
<?php
|
||||
|
||||
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 * 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'];
|
||||
}
|
||||
|
||||
// Assignments, keyed for easy lookup: [client_id][priority] = sla_id
|
||||
$assignments = [];
|
||||
$assignment_client_names = [];
|
||||
$sql_assignments = mysqli_query($mysqli, "SELECT sla_assignment_client_id, sla_assignment_priority, sla_assignment_sla_id, client_name FROM sla_assignments
|
||||
LEFT JOIN clients ON sla_assignment_client_id = client_id
|
||||
ORDER BY client_name ASC"
|
||||
);
|
||||
while ($assignment_row = mysqli_fetch_assoc($sql_assignments)) {
|
||||
$assignment_client_id = intval($assignment_row['sla_assignment_client_id']);
|
||||
$assignments[$assignment_client_id][$assignment_row['sla_assignment_priority']] = intval($assignment_row['sla_assignment_sla_id']);
|
||||
if ($assignment_client_id) {
|
||||
$assignment_client_names[$assignment_client_id] = $assignment_row['client_name'];
|
||||
}
|
||||
}
|
||||
|
||||
// Wording for an assignment cell: mapped plan, explicit none, or global default
|
||||
function slaAssignmentWording($assignments, $active_slas, $client_id, $priority)
|
||||
{
|
||||
if (!isset($assignments[$client_id][$priority])) {
|
||||
return "<span class='text-secondary'>Default</span>";
|
||||
}
|
||||
$sla_id = $assignments[$client_id][$priority];
|
||||
if ($sla_id == 0) {
|
||||
return "<span class='text-secondary'>None</span>";
|
||||
}
|
||||
if (isset($active_slas[$sla_id])) {
|
||||
return escapeHtml($active_slas[$sla_id]);
|
||||
}
|
||||
return "<span class='text-secondary'>None (archived)</span>";
|
||||
}
|
||||
|
||||
?>
|
||||
|
||||
<div class="card card-dark">
|
||||
<div class="card-header py-2">
|
||||
<h3 class="card-title mt-2"><i class="fas fa-fw fa-stopwatch mr-2"></i>SLAs</h3>
|
||||
<div class="card-tools">
|
||||
<button type="button" class="btn btn-primary ajax-modal" data-modal-url="modals/sla/sla_add.php"><i class="fas fa-plus mr-2"></i>New SLA</button>
|
||||
</div>
|
||||
</div>
|
||||
|
||||
<div class="card-body">
|
||||
|
||||
<p class="text-muted">SLAs are optional. Tickets only get response/resolution targets when an assignment below matches their client and priority - with nothing assigned, nothing changes.</p>
|
||||
|
||||
<div class="table-responsive-sm">
|
||||
<table class="table table-striped table-borderless table-hover">
|
||||
<thead class="text-dark">
|
||||
<tr>
|
||||
<th>Name</th>
|
||||
<th>Description</th>
|
||||
<th>Response</th>
|
||||
<th>Resolution</th>
|
||||
<th>Status</th>
|
||||
<th class="text-center">Action</th>
|
||||
</tr>
|
||||
</thead>
|
||||
<tbody>
|
||||
<?php while ($sla_row = mysqli_fetch_assoc($sql_slas)) {
|
||||
|
||||
$sla_id = intval($sla_row['sla_id']);
|
||||
$sla_name = escapeHtml($sla_row['sla_name']);
|
||||
$sla_description = escapeHtml($sla_row['sla_description']);
|
||||
$sla_response_minutes = intval($sla_row['sla_response_minutes']);
|
||||
$sla_resolution_minutes = intval($sla_row['sla_resolution_minutes']);
|
||||
$sla_archived_at = $sla_row['sla_archived_at'];
|
||||
|
||||
?>
|
||||
<tr>
|
||||
<td>
|
||||
<a href="#" class="ajax-modal" data-modal-url="modals/sla/sla_edit.php?id=<?= $sla_id ?>">
|
||||
<?= $sla_name ?>
|
||||
</a>
|
||||
</td>
|
||||
<td><?= $sla_description ?></td>
|
||||
<td><?= $sla_response_minutes ?> min</td>
|
||||
<td><?= $sla_resolution_minutes ? "$sla_resolution_minutes min" : "-" ?></td>
|
||||
<td>
|
||||
<?php if ($sla_archived_at) { ?>
|
||||
<div class="text-secondary">Archived</div>
|
||||
<?php } else { ?>
|
||||
<div class="text-success text-bold">Active</div>
|
||||
<?php } ?>
|
||||
</td>
|
||||
<td>
|
||||
<div class="dropdown dropleft text-center">
|
||||
<button class="btn btn-secondary btn-sm" type="button" data-toggle="dropdown">
|
||||
<i class="fas fa-ellipsis-h"></i>
|
||||
</button>
|
||||
<div class="dropdown-menu">
|
||||
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/sla/sla_edit.php?id=<?= $sla_id ?>">
|
||||
<i class="fas fa-fw fa-edit mr-2"></i>Edit
|
||||
</a>
|
||||
<div class="dropdown-divider"></div>
|
||||
<?php if ($sla_archived_at) { ?>
|
||||
<a class="dropdown-item" href="post.php?unarchive_sla=<?= $sla_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
||||
<i class="fas fa-fw fa-undo mr-2"></i>Restore
|
||||
</a>
|
||||
<?php } else { ?>
|
||||
<a class="dropdown-item text-danger text-bold confirm-link" href="post.php?archive_sla=<?= $sla_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
||||
<i class="fas fa-fw fa-archive mr-2"></i>Archive
|
||||
</a>
|
||||
<?php } ?>
|
||||
</div>
|
||||
</div>
|
||||
</td>
|
||||
</tr>
|
||||
<?php } ?>
|
||||
</tbody>
|
||||
</table>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
|
||||
<div class="card card-dark">
|
||||
<div class="card-header py-2">
|
||||
<h3 class="card-title mt-2"><i class="fas fa-fw fa-random mr-2"></i>SLA Assignments</h3>
|
||||
<div class="card-tools">
|
||||
<button type="button" class="btn btn-primary ajax-modal" data-modal-url="modals/sla/sla_assignment_client.php"><i class="fas fa-plus mr-2"></i>Client Override</button>
|
||||
</div>
|
||||
</div>
|
||||
|
||||
<div class="card-body">
|
||||
|
||||
<form action="post.php" method="post" autocomplete="off">
|
||||
<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
|
||||
|
||||
<strong>Default (all clients)</strong>
|
||||
<div class="form-row mt-2">
|
||||
<?php foreach (['Low', 'Medium', 'High'] as $priority) {
|
||||
$selected_sla_id = $assignments[0][$priority] ?? 0;
|
||||
?>
|
||||
<div class="form-group col-md-3">
|
||||
<label><?= $priority ?></label>
|
||||
<select class="form-control" name="global_sla_<?= strtolower($priority) ?>">
|
||||
<option value="0">None</option>
|
||||
<?php foreach ($active_slas as $active_sla_id => $active_sla_name) { ?>
|
||||
<option value="<?= $active_sla_id ?>" <?php if ($selected_sla_id == $active_sla_id) { echo "selected"; } ?>><?= escapeHtml($active_sla_name) ?></option>
|
||||
<?php } ?>
|
||||
</select>
|
||||
</div>
|
||||
<?php } ?>
|
||||
<div class="form-group col-md-3 d-flex align-items-end">
|
||||
<button type="submit" name="save_sla_assignments" class="btn btn-primary"><i class="fas fa-check mr-2"></i>Save Defaults</button>
|
||||
</div>
|
||||
</div>
|
||||
</form>
|
||||
|
||||
<hr>
|
||||
|
||||
<strong>Client overrides</strong>
|
||||
<div class="table-responsive-sm mt-2">
|
||||
<table class="table table-striped table-borderless table-hover">
|
||||
<thead class="text-dark <?php if (empty($assignment_client_names)) { echo "d-none"; } ?>">
|
||||
<tr>
|
||||
<th>Client</th>
|
||||
<th>Low</th>
|
||||
<th>Medium</th>
|
||||
<th>High</th>
|
||||
<th class="text-center">Action</th>
|
||||
</tr>
|
||||
</thead>
|
||||
<tbody>
|
||||
<?php if (empty($assignment_client_names)) { ?>
|
||||
<tr><td colspan="5" class="text-secondary">No client overrides - everyone follows the defaults above.</td></tr>
|
||||
<?php } ?>
|
||||
<?php foreach ($assignment_client_names as $override_client_id => $override_client_name) { ?>
|
||||
<tr>
|
||||
<td>
|
||||
<a href="#" class="ajax-modal" data-modal-url="modals/sla/sla_assignment_client.php?client_id=<?= $override_client_id ?>">
|
||||
<?= escapeHtml($override_client_name) ?>
|
||||
</a>
|
||||
</td>
|
||||
<td><?= slaAssignmentWording($assignments, $active_slas, $override_client_id, 'Low') ?></td>
|
||||
<td><?= slaAssignmentWording($assignments, $active_slas, $override_client_id, 'Medium') ?></td>
|
||||
<td><?= slaAssignmentWording($assignments, $active_slas, $override_client_id, 'High') ?></td>
|
||||
<td>
|
||||
<div class="dropdown dropleft text-center">
|
||||
<button class="btn btn-secondary btn-sm" type="button" data-toggle="dropdown">
|
||||
<i class="fas fa-ellipsis-h"></i>
|
||||
</button>
|
||||
<div class="dropdown-menu">
|
||||
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/sla/sla_assignment_client.php?client_id=<?= $override_client_id ?>">
|
||||
<i class="fas fa-fw fa-edit mr-2"></i>Edit
|
||||
</a>
|
||||
<div class="dropdown-divider"></div>
|
||||
<a class="dropdown-item text-danger text-bold confirm-link" href="post.php?delete_client_sla_assignments=<?= $override_client_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
||||
<i class="fas fa-fw fa-trash mr-2"></i>Remove
|
||||
</a>
|
||||
</div>
|
||||
</div>
|
||||
</td>
|
||||
</tr>
|
||||
<?php } ?>
|
||||
</tbody>
|
||||
</table>
|
||||
</div>
|
||||
</div>
|
||||
</div>
|
||||
|
||||
<div class="card card-dark">
|
||||
<div class="card-header py-2">
|
||||
<h3 class="card-title mt-2"><i class="fas fa-fw fa-business-time mr-2"></i>Business Hours & Notifications</h3>
|
||||
</div>
|
||||
|
||||
<div class="card-body">
|
||||
|
||||
<form action="post.php" method="post" autocomplete="off">
|
||||
<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
|
||||
|
||||
<div class="form-group">
|
||||
<label>Business days</label>
|
||||
<div>
|
||||
<?php foreach ([1 => 'Mon', 2 => 'Tue', 3 => 'Wed', 4 => 'Thu', 5 => 'Fri', 6 => 'Sat', 7 => 'Sun'] as $day_number => $day_name) { ?>
|
||||
<div class="form-check form-check-inline">
|
||||
<input class="form-check-input" type="checkbox" name="business_days[]" value="<?= $day_number ?>" id="business_day_<?= $day_number ?>" <?php if (in_array($day_number, $config_business_days)) { echo "checked"; } ?>>
|
||||
<label class="form-check-label" for="business_day_<?= $day_number ?>"><?= $day_name ?></label>
|
||||
</div>
|
||||
<?php } ?>
|
||||
</div>
|
||||
<small class="text-muted">SLA clocks only run during business hours on these days. Unchecking everything makes SLAs count 24x7.</small>
|
||||
</div>
|
||||
|
||||
<div class="form-row">
|
||||
<div class="form-group col-md-3">
|
||||
<label>Business hours start</label>
|
||||
<input type="time" class="form-control" name="business_hours_start" value="<?= $config_business_hours_start ?>" required>
|
||||
</div>
|
||||
<div class="form-group col-md-3">
|
||||
<label>Business hours end</label>
|
||||
<input type="time" class="form-control" name="business_hours_end" value="<?= $config_business_hours_end ?>" required>
|
||||
</div>
|
||||
<div class="form-group col-md-3">
|
||||
<label>Warn at % of target</label>
|
||||
<input type="number" class="form-control" name="warning_percent" min="1" max="99" value="<?= $config_sla_warning_percent ?>" required>
|
||||
</div>
|
||||
<div class="form-group col-md-3">
|
||||
<label>Notification email <small class="text-muted">(optional)</small></label>
|
||||
<input type="email" class="form-control" name="notification_email" placeholder="dispatch@example.com" value="<?= $config_sla_notification_email ?>">
|
||||
</div>
|
||||
</div>
|
||||
|
||||
<small class="text-muted d-block mb-3">Warnings and breach alerts also notify the assigned agent in-app and by email. Requires cron/ticket_sla.php running every minute.</small>
|
||||
|
||||
<button type="submit" name="edit_sla_settings" class="btn btn-primary"><i class="fas fa-check mr-2"></i>Save Settings</button>
|
||||
</form>
|
||||
|
||||
</div>
|
||||
</div>
|
||||
|
||||
<?php require_once "../includes/footer.php";
|
||||
Reference in New Issue
Block a user