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Add optional ticket SLAs

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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
2026-07-29 00:00:42 -04:00
parent 78ee38b39f
commit d08ef6184a
23 changed files with 1479 additions and 11 deletions
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59
admin/database_updates/2.5.0.php Normal file
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<?php
/*
* ITFlow - Database update to version 2.5.0 (from 2.4.8)
* Included by admin/database_updates.php - do not access directly
*
* (2.4.9 was briefly used by the reverted refunds change - skipping that
* number so instances that applied it before the revert still pick this up)
*/
defined('FROM_DB_UPDATER') || die("Direct file access is not allowed");
// Ticket SLAs. slas holds the response/resolution targets and
// sla_assignments maps a client + priority to an SLA (client 0 rows are
// the global default, an assignment pointing at SLA 0 is an explicit "no
// SLA" override). SLAs are optional - with no assignments defined, nothing
// in the app changes behaviour.
mysqli_query($mysqli, "CREATE TABLE `sla_assignments` (
`sla_assignment_id` int(11) NOT NULL AUTO_INCREMENT,
`sla_assignment_client_id` int(11) NOT NULL DEFAULT 0,
`sla_assignment_priority` varchar(200) NOT NULL,
`sla_assignment_sla_id` int(11) NOT NULL DEFAULT 0,
PRIMARY KEY (`sla_assignment_id`),
UNIQUE KEY `sla_assignment_client_priority` (`sla_assignment_client_id`,`sla_assignment_priority`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_general_ci");
mysqli_query($mysqli, "CREATE TABLE `slas` (
`sla_id` int(11) NOT NULL AUTO_INCREMENT,
`sla_name` varchar(200) NOT NULL,
`sla_description` varchar(500) DEFAULT NULL,
`sla_response_minutes` int(11) NOT NULL,
`sla_resolution_minutes` int(11) DEFAULT NULL,
`sla_created_at` datetime NOT NULL DEFAULT current_timestamp(),
`sla_archived_at` datetime DEFAULT NULL,
PRIMARY KEY (`sla_id`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_general_ci");
// SLA targets are computed once at write time and stored on the ticket, so
// the ticket list and cron/ticket_sla.php only ever compare datetimes. The
// due date indexes bound the cron's every-minute scans the same way the
// 2.4.8 logs index bounded the login lockout queries.
mysqli_query($mysqli, "ALTER TABLE `tickets`
ADD COLUMN `ticket_sla_id` int(11) NOT NULL DEFAULT 0 AFTER `ticket_status`,
ADD COLUMN `ticket_response_due_at` datetime DEFAULT NULL AFTER `ticket_first_response_at`,
ADD COLUMN `ticket_resolution_due_at` datetime DEFAULT NULL AFTER `ticket_response_due_at`,
ADD COLUMN `ticket_response_sla_met` tinyint(1) DEFAULT NULL AFTER `ticket_resolution_due_at`,
ADD COLUMN `ticket_resolution_sla_met` tinyint(1) DEFAULT NULL AFTER `ticket_response_sla_met`,
ADD COLUMN `ticket_response_sla_alert_stage` tinyint(1) NOT NULL DEFAULT 0 AFTER `ticket_resolution_sla_met`,
ADD COLUMN `ticket_resolution_sla_alert_stage` tinyint(1) NOT NULL DEFAULT 0 AFTER `ticket_response_sla_alert_stage`,
ADD INDEX `ticket_response_due_at` (`ticket_response_due_at`),
ADD INDEX `ticket_resolution_due_at` (`ticket_resolution_due_at`)");
// Business hours + SLA notification settings
mysqli_query($mysqli, "ALTER TABLE `settings`
ADD COLUMN `config_business_days` varchar(20) NOT NULL DEFAULT '1,2,3,4,5' AFTER `config_timezone`,
ADD COLUMN `config_business_hours_start` time NOT NULL DEFAULT '09:00:00' AFTER `config_business_days`,
ADD COLUMN `config_business_hours_end` time NOT NULL DEFAULT '17:00:00' AFTER `config_business_hours_start`,
ADD COLUMN `config_sla_warning_percent` tinyint(3) NOT NULL DEFAULT 75 AFTER `config_business_hours_end`,
ADD COLUMN `config_sla_notification_email` varchar(200) DEFAULT NULL AFTER `config_sla_warning_percent`");