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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
217
admin/post/sla.php
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217
admin/post/sla.php
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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 = $sla_id");
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// Assignments pointing at an archived SLA resolve to "no SLA" for new
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// tickets; existing tickets keep their stamped targets
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logAudit("SLA", "Archive", "$session_name archived SLA ID $sla_id");
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flashAlert("SLA archived");
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redirect();
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}
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if (isset($_GET['unarchive_sla'])) {
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validateCSRFToken();
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$sla_id = intval($_GET['unarchive_sla']);
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mysqli_query($mysqli, "UPDATE slas SET sla_archived_at = NULL WHERE sla_id = $sla_id");
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logAudit("SLA", "Unarchive", "$session_name restored SLA ID $sla_id");
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flashAlert("SLA restored");
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redirect();
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}
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if (isset($_POST['edit_sla_settings'])) {
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validateCSRFToken();
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// Business days arrive as an array of ISO weekday numbers (1 = Mon .. 7 = Sun)
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$business_days = [];
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if (isset($_POST['business_days']) && is_array($_POST['business_days'])) {
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foreach ($_POST['business_days'] as $day) {
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$day = intval($day);
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if ($day >= 1 && $day <= 7) {
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$business_days[] = $day;
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}
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}
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}
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$business_days = escapeSql(implode(',', $business_days));
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$business_hours_start = escapeSql($_POST['business_hours_start']);
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$business_hours_end = escapeSql($_POST['business_hours_end']);
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$warning_percent = intval($_POST['warning_percent']);
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$notification_email = escapeSql($_POST['notification_email']);
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mysqli_query($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");
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// Business hours feed the due date math - re-stamp open SLA tickets
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$restamped = 0;
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$sql_tickets = mysqli_query($mysqli, "SELECT ticket_id, ticket_sla_id FROM tickets WHERE ticket_sla_id > 0 AND ticket_closed_at IS NULL AND ticket_archived_at IS NULL");
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while ($ticket_row = mysqli_fetch_assoc($sql_tickets)) {
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applyTicketSla($ticket_row['ticket_id'], $ticket_row['ticket_sla_id']);
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$restamped++;
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}
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logAudit("Settings", "Edit", "$session_name edited SLA / business hours settings");
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flashAlert("SLA settings updated - targets recalculated on $restamped open ticket(s)");
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redirect();
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}
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if (isset($_POST['save_sla_assignments'])) {
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validateCSRFToken();
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// Global defaults - one select per priority; 0 means no SLA, which for the
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// global row is simply no assignment
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foreach (['Low', 'Medium', 'High'] as $priority) {
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$field = 'global_sla_' . strtolower($priority);
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$sla_id = intval($_POST[$field] ?? 0);
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mysqli_query($mysqli, "DELETE FROM sla_assignments WHERE sla_assignment_client_id = 0 AND sla_assignment_priority = '$priority'");
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if ($sla_id > 0) {
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mysqli_query($mysqli, "INSERT INTO sla_assignments SET sla_assignment_client_id = 0, sla_assignment_priority = '$priority', sla_assignment_sla_id = $sla_id");
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}
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}
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// Re-resolve open tickets against the new defaults
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$restamped = 0;
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$sql_tickets = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE 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($ticket_row['ticket_id']);
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$restamped++;
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}
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logAudit("SLA", "Edit", "$session_name updated default SLA assignments");
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flashAlert("Default SLA assignments saved - $restamped open ticket(s) re-evaluated");
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redirect();
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}
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if (isset($_POST['save_client_sla_assignment'])) {
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validateCSRFToken();
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$client_id = intval($_POST['client_id']);
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// Per-priority values: 'default' = follow the global default (no row),
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// '0' = explicitly no SLA for this client, otherwise an sla_id
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foreach (['Low', 'Medium', 'High'] as $priority) {
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$field = 'client_sla_' . strtolower($priority);
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$value = $_POST[$field] ?? 'default';
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mysqli_query($mysqli, "DELETE FROM sla_assignments WHERE sla_assignment_client_id = $client_id AND sla_assignment_priority = '$priority'");
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if ($value !== 'default') {
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$sla_id = intval($value);
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mysqli_query($mysqli, "INSERT INTO sla_assignments SET sla_assignment_client_id = $client_id, sla_assignment_priority = '$priority', sla_assignment_sla_id = $sla_id");
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}
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}
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// Re-resolve this client's open tickets
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$restamped = 0;
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$sql_tickets = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_client_id = $client_id AND ticket_closed_at IS NULL AND ticket_archived_at IS NULL");
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while ($ticket_row = mysqli_fetch_assoc($sql_tickets)) {
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applyTicketSla($ticket_row['ticket_id']);
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$restamped++;
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}
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logAudit("SLA", "Edit", "$session_name updated SLA assignments for client ID $client_id");
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flashAlert("Client SLA assignments saved - $restamped open ticket(s) re-evaluated");
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redirect();
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}
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if (isset($_GET['delete_client_sla_assignments'])) {
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validateCSRFToken();
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$client_id = intval($_GET['delete_client_sla_assignments']);
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mysqli_query($mysqli, "DELETE FROM sla_assignments WHERE sla_assignment_client_id = $client_id");
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// Back on the global defaults - re-resolve this client's open tickets
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$sql_tickets = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_client_id = $client_id AND ticket_closed_at IS NULL AND ticket_archived_at IS NULL");
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while ($ticket_row = mysqli_fetch_assoc($sql_tickets)) {
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applyTicketSla($ticket_row['ticket_id']);
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}
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logAudit("SLA", "Delete", "$session_name removed SLA overrides for client ID $client_id");
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flashAlert("Client SLA overrides removed");
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redirect();
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}
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