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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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36
agent/ticket.php
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@@ -110,6 +110,18 @@ if (isset($_GET['ticket_id'])) {
$ticket_updated_at = escapeHtml($row['ticket_updated_at']);
$ticket_updated_at_ago = timeAgo($row['ticket_updated_at']);
$ticket_first_response_at = escapeHtml($row['ticket_first_response_at']);
$ticket_sla_id = intval($row['ticket_sla_id']);
$ticket_response_due_at = escapeHtml($row['ticket_response_due_at']);
$ticket_resolution_due_at = escapeHtml($row['ticket_resolution_due_at']);
$ticket_response_sla_met = $row['ticket_response_sla_met'];
$ticket_resolution_sla_met = $row['ticket_resolution_sla_met'];
$ticket_sla_name = "None";
if ($ticket_sla_id) {
$sla_name_sql = mysqli_query($mysqli, "SELECT sla_name FROM slas WHERE sla_id = $ticket_sla_id");
if (mysqli_num_rows($sla_name_sql)) {
$ticket_sla_name = escapeHtml(mysqli_fetch_assoc($sla_name_sql)['sla_name']);
}
}
$ticket_resolved_at = escapeHtml($row['ticket_resolved_at']);
$ticket_resolved_at_ago = timeAgo($row['ticket_resolved_at']);
$ticket_resolved_date = date('Y-m-d', strtotime($ticket_resolved_at));
@@ -488,6 +500,16 @@ if (isset($_GET['ticket_id'])) {
</a>
</div>
<div class="mt-1">
<i class="fa fa-fw fa-stopwatch text-secondary mr-2"></i>SLA:
<a href="#" title="SLA"
<?php if (lookupUserPermission("module_support") >= 2 && empty($ticket_closed_at)) { ?>
class="ajax-modal"
data-modal-url="modals/ticket/ticket_sla.php?id=<?= $ticket_id ?>"
<?php } ?>
><?= $ticket_sla_name ?></a>
</div>
<!-- Ticket scheduling -->
<?php if (empty ($ticket_closed_at)) { ?>
<div class="mt-1">
@@ -878,6 +900,20 @@ if (isset($_GET['ticket_id'])) {
</div>
<?php } ?>
<!-- SLA targets (stamped at creation by applyTicketSla) -->
<?php if ($ticket_sla_id && $ticket_response_due_at) { ?>
<div class="mt-2">
<i class="fas fa-fw fa-stopwatch text-secondary mr-1"></i><strong class="mr-1">Respond by:</strong><?= date('M d • g:i A', strtotime($ticket_response_due_at)) ?>
<?php if (!is_null($ticket_response_sla_met)) { echo $ticket_response_sla_met ? "<i class='fas fa-fw fa-check text-success ml-1' title='Response SLA met'></i>" : "<i class='fas fa-fw fa-exclamation-triangle text-danger ml-1' title='Response SLA missed'></i>"; } ?>
</div>
<?php } ?>
<?php if ($ticket_sla_id && $ticket_resolution_due_at) { ?>
<div class="mt-2">
<i class="fas fa-fw fa-flag-checkered text-secondary mr-1"></i><strong class="mr-1">Resolve by:</strong><?= date('M d • g:i A', strtotime($ticket_resolution_due_at)) ?>
<?php if (!is_null($ticket_resolution_sla_met)) { echo $ticket_resolution_sla_met ? "<i class='fas fa-fw fa-check text-success ml-1' title='Resolution SLA met'></i>" : "<i class='fas fa-fw fa-exclamation-triangle text-danger ml-1' title='Resolution SLA missed'></i>"; } ?>
</div>
<?php } ?>
<!-- Time tracking -->
<?php if ($ticket_total_reply_time) { ?>
<div class="mt-2">