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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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4
agent/ticket_list.php
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@@ -90,6 +90,8 @@
$ticket_updated_at = escapeHtml($row['ticket_updated_at']);
$ticket_updated_at_time_ago = timeAgo($row['ticket_updated_at']);
$ticket_closed_at = escapeHtml($row['ticket_closed_at']);
// SLA alert stages are maintained by cron/ticket_sla.php (1 = warned, 2 = breached)
$ticket_sla_alert_stage = max(intval($row['ticket_response_sla_alert_stage']), intval($row['ticket_resolution_sla_alert_stage']));
if (empty($ticket_updated_at)) {
if (!empty($ticket_closed_at)) {
$ticket_updated_at_display = "<p>Never</p>";
@@ -192,7 +194,7 @@
?>
<tr class="<?php if(empty($ticket_closed_at) && empty($ticket_updated_at)) { echo "text-bold"; }?> <?php if (empty($ticket_closed_at) && $ticket_reply_type == "Client") { echo "table-warning"; } ?>">
<tr class="<?php if(empty($ticket_closed_at) && empty($ticket_updated_at)) { echo "text-bold"; }?> <?php if (empty($ticket_closed_at) && $ticket_sla_alert_stage == 2) { echo "table-danger"; } elseif (empty($ticket_closed_at) && ($ticket_reply_type == "Client" || $ticket_sla_alert_stage == 1)) { echo "table-warning"; } ?>">
<td class="checkbox-column">
<!-- Ticket Bulk Select (for open tickets) -->