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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
@@ -343,6 +343,7 @@ if (mysqli_num_rows($sql_recurring_tickets) > 0) {
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// Raise the ticket
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mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_source = 'Recurring', ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = '$ticket_status', ticket_billable = $billable, ticket_created_by = $created_id, ticket_assigned_to = $assigned_id, ticket_contact_id = $contact_id, ticket_client_id = $client_id, ticket_asset_id = $asset_id, ticket_category = $category, ticket_recurring_ticket_id = $recurring_ticket_id");
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$id = mysqli_insert_id($mysqli);
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applyTicketSla($id);
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// Copy Additional Assets from Recurring ticket to new ticket
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mysqli_query($mysqli, "INSERT INTO ticket_assets (ticket_id, asset_id)
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@@ -124,6 +124,7 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
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mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$ticket_prefix_esc', ticket_number = $ticket_number, ticket_source = 'Email', ticket_subject = '$subject', ticket_details = '$message_esc', ticket_priority = 'Low', ticket_status = 1, ticket_billable = $config_ticket_default_billable, ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_url_key = '$url_key', ticket_client_id = $client_id");
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$id = mysqli_insert_id($mysqli);
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applyTicketSla($id);
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// Logging
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logAudit("Ticket", "Create", "Email parser: Client contact $contact_email_esc created ticket $ticket_prefix_esc$ticket_number ($subject) ($id)", $client_id, $id);
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163
cron/ticket_sla.php
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163
cron/ticket_sla.php
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@@ -0,0 +1,163 @@
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<?php
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// Set working directory to the directory this cron script lives at.
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chdir(dirname(__FILE__));
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// Ensure we're running from command line
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if (php_sapi_name() !== 'cli') {
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die("This script must be run from the command line.\n");
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}
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// Prevent overlapping runs of this script
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$cron_lock_script = __FILE__;
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require_once "../includes/cron_lock.php";
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require_once "../config.php";
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require_once "../includes/inc_set_timezone.php";
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require_once "../functions.php";
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/*
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* ITFlow - Ticket SLA monitor
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*
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* Intended to run every minute:
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* * * * * * php /var/www/itflow/cron/ticket_sla.php
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*
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* Walks open tickets that carry SLA targets and moves each track (response /
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* resolution) through its alert stages:
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* 0 = on track, 1 = warning sent, 2 = breach recorded + notified
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* The stages are what the ticket list colours on (1 = yellow, 2 = red) and
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* they make every notification fire exactly once. Tickets without an SLA
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* (ticket_sla_id = 0) are never selected, so with no SLAs assigned this cron
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* is a no-op.
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*/
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$sla_settings = getSlaSettings();
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$warning_percent = intval($sla_settings['warning_percent']);
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if ($warning_percent < 1 || $warning_percent > 99) {
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$warning_percent = 0; // Out of range = warnings disabled, breach alerts only
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}
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$sla_notification_email = trim(strval($sla_settings['notification_email']));
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$from_email = $sla_settings['ticket_from_email'];
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$from_name = $sla_settings['ticket_from_name'];
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$now = time();
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// Queue in-app + email notifications for an SLA event
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function sendSlaAlert($ticket, $subject_line, $body_line)
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{
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global $mysqli, $sla_notification_email, $from_email, $from_name, $config_base_url;
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$ticket_id = intval($ticket['ticket_id']);
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$client_id = intval($ticket['ticket_client_id']);
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$ticket_ref = "{$ticket['ticket_prefix']}{$ticket['ticket_number']}";
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$ticket_subject = strval($ticket['ticket_subject']);
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// appNotify inserts what it is given - escape at the boundary
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appNotify("Ticket SLA", escapeSql("$subject_line - $ticket_ref - $ticket_subject"), "/agent/ticket.php?ticket_id=$ticket_id", $client_id, $ticket_id);
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// addToMailQueue also inserts raw, and the body's link markup contains
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// single quotes - escape whole strings once here. The body keeps its HTML,
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// so it gets mysqli_real_escape_string directly (escapeSql strips tags),
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// same as the ticket email parser does for its bodies.
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$email_subject = escapeSql("$subject_line: $ticket_ref - $ticket_subject");
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$email_body = mysqli_real_escape_string($mysqli, "Hello,<br><br>$body_line<br><br>Ticket: $ticket_ref<br>Subject: $ticket_subject<br><br><a href='https://$config_base_url/agent/ticket.php?ticket_id=$ticket_id'>View ticket</a>");
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$email_data = [];
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if (!empty($sla_notification_email)) {
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$email_data[] = [
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'from' => $from_email,
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'from_name' => escapeSql($from_name),
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'recipient' => $sla_notification_email,
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'recipient_name' => 'SLA Notifications',
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'subject' => $email_subject,
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'body' => $email_body,
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];
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}
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// Assigned agent (skip a duplicate if they are also the notification address)
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if (!empty($ticket['user_email']) && strtolower($ticket['user_email']) != strtolower($sla_notification_email)) {
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$email_data[] = [
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'from' => $from_email,
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'from_name' => escapeSql($from_name),
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'recipient' => $ticket['user_email'],
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'recipient_name' => escapeSql(strval($ticket['user_name'])),
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'subject' => $email_subject,
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'body' => $email_body,
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];
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}
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if (!empty($email_data)) {
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addToMailQueue($email_data);
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}
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}
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// --- Response SLA track ---
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// Open tickets awaiting a first response, not yet marked breached
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$sql_response = mysqli_query($mysqli, "SELECT ticket_id, ticket_prefix, ticket_number, ticket_subject, ticket_client_id, ticket_created_at, ticket_response_due_at, ticket_response_sla_alert_stage, sla_response_minutes, user_email, user_name
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FROM tickets
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LEFT JOIN slas ON ticket_sla_id = sla_id
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LEFT JOIN users ON ticket_assigned_to = user_id
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WHERE ticket_sla_id > 0
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AND ticket_response_due_at IS NOT NULL
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AND ticket_first_response_at IS NULL
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AND ticket_resolved_at IS NULL
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AND ticket_closed_at IS NULL
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AND ticket_archived_at IS NULL
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AND ticket_response_sla_alert_stage < 2"
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);
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while ($ticket = mysqli_fetch_assoc($sql_response)) {
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$ticket_id = intval($ticket['ticket_id']);
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$stage = intval($ticket['ticket_response_sla_alert_stage']);
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$due = strtotime($ticket['ticket_response_due_at']);
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if ($now >= $due) {
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// Breached without a response - the verdict is final, record the miss
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mysqli_query($mysqli, "UPDATE tickets SET ticket_response_sla_alert_stage = 2, ticket_response_sla_met = 0 WHERE ticket_id = $ticket_id");
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sendSlaAlert($ticket, "Response SLA breached", "The response SLA on this ticket was missed (due {$ticket['ticket_response_due_at']}).");
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} elseif ($stage < 1 && $warning_percent) {
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$warn_at = strtotime(addBusinessMinutes($ticket['ticket_created_at'], floor(intval($ticket['sla_response_minutes']) * $warning_percent / 100)));
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if ($now >= $warn_at) {
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mysqli_query($mysqli, "UPDATE tickets SET ticket_response_sla_alert_stage = 1 WHERE ticket_id = $ticket_id");
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sendSlaAlert($ticket, "Response SLA at risk", "This ticket is approaching its response SLA (due {$ticket['ticket_response_due_at']}).");
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}
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}
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}
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// --- Resolution SLA track ---
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// Open tickets with a resolution target, not yet resolved or marked breached
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$sql_resolution = mysqli_query($mysqli, "SELECT ticket_id, ticket_prefix, ticket_number, ticket_subject, ticket_client_id, ticket_created_at, ticket_resolution_due_at, ticket_resolution_sla_alert_stage, sla_resolution_minutes, user_email, user_name
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FROM tickets
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LEFT JOIN slas ON ticket_sla_id = sla_id
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LEFT JOIN users ON ticket_assigned_to = user_id
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WHERE ticket_sla_id > 0
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AND ticket_resolution_due_at IS NOT NULL
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AND ticket_resolved_at IS NULL
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AND ticket_closed_at IS NULL
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AND ticket_archived_at IS NULL
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AND ticket_resolution_sla_alert_stage < 2"
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);
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while ($ticket = mysqli_fetch_assoc($sql_resolution)) {
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$ticket_id = intval($ticket['ticket_id']);
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$stage = intval($ticket['ticket_resolution_sla_alert_stage']);
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$due = strtotime($ticket['ticket_resolution_due_at']);
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if ($now >= $due) {
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mysqli_query($mysqli, "UPDATE tickets SET ticket_resolution_sla_alert_stage = 2, ticket_resolution_sla_met = 0 WHERE ticket_id = $ticket_id");
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sendSlaAlert($ticket, "Resolution SLA breached", "The resolution SLA on this ticket was missed (due {$ticket['ticket_resolution_due_at']}).");
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} elseif ($stage < 1 && $warning_percent) {
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$warn_at = strtotime(addBusinessMinutes($ticket['ticket_created_at'], floor(intval($ticket['sla_resolution_minutes']) * $warning_percent / 100)));
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if ($now >= $warn_at) {
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mysqli_query($mysqli, "UPDATE tickets SET ticket_resolution_sla_alert_stage = 1 WHERE ticket_id = $ticket_id");
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sendSlaAlert($ticket, "Resolution SLA at risk", "This ticket is approaching its resolution SLA (due {$ticket['ticket_resolution_due_at']}).");
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}
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}
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}
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