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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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52
db.sql
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@@ -2213,6 +2213,11 @@ CREATE TABLE `settings` (
`config_theme` varchar(200) DEFAULT 'blue',
`config_telemetry` tinyint(1) DEFAULT 0,
`config_timezone` varchar(200) NOT NULL DEFAULT 'America/New_York',
`config_business_days` varchar(20) NOT NULL DEFAULT '1,2,3,4,5',
`config_business_hours_start` time NOT NULL DEFAULT '09:00:00',
`config_business_hours_end` time NOT NULL DEFAULT '17:00:00',
`config_sla_warning_percent` tinyint(3) NOT NULL DEFAULT 75,
`config_sla_notification_email` varchar(200) DEFAULT NULL,
`config_destructive_deletes_enable` tinyint(1) NOT NULL DEFAULT 0,
`config_whitelabel_enabled` int(11) NOT NULL DEFAULT 0,
`config_whitelabel_key` text DEFAULT NULL,
@@ -2249,6 +2254,42 @@ CREATE TABLE `shared_items` (
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_general_ci;
/*!40101 SET character_set_client = @saved_cs_client */;
--
-- Table structure for table `sla_assignments`
--
DROP TABLE IF EXISTS `sla_assignments`;
/*!40101 SET @saved_cs_client = @@character_set_client */;
/*!40101 SET character_set_client = utf8mb4 */;
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;
/*!40101 SET character_set_client = @saved_cs_client */;
--
-- Table structure for table `slas`
--
DROP TABLE IF EXISTS `slas`;
/*!40101 SET @saved_cs_client = @@character_set_client */;
/*!40101 SET character_set_client = utf8mb4 */;
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;
/*!40101 SET character_set_client = @saved_cs_client */;
--
-- Table structure for table `software`
--
@@ -2700,6 +2741,7 @@ CREATE TABLE `tickets` (
`ticket_details` longtext NOT NULL,
`ticket_priority` varchar(200) DEFAULT NULL,
`ticket_status` int(11) NOT NULL,
`ticket_sla_id` int(11) NOT NULL DEFAULT 0,
`ticket_billable` tinyint(1) NOT NULL DEFAULT 0,
`ticket_schedule` datetime DEFAULT NULL,
`ticket_onsite` tinyint(1) NOT NULL DEFAULT 0,
@@ -2712,6 +2754,12 @@ CREATE TABLE `tickets` (
`ticket_resolved_at` datetime DEFAULT NULL,
`ticket_archived_at` datetime DEFAULT NULL,
`ticket_first_response_at` datetime DEFAULT NULL,
`ticket_response_due_at` datetime DEFAULT NULL,
`ticket_resolution_due_at` datetime DEFAULT NULL,
`ticket_response_sla_met` tinyint(1) DEFAULT NULL,
`ticket_resolution_sla_met` tinyint(1) DEFAULT NULL,
`ticket_response_sla_alert_stage` tinyint(1) NOT NULL DEFAULT 0,
`ticket_resolution_sla_alert_stage` tinyint(1) NOT NULL DEFAULT 0,
`ticket_closed_at` datetime DEFAULT NULL,
`ticket_created_by` int(11) NOT NULL,
`ticket_assigned_to` int(11) NOT NULL DEFAULT 0,
@@ -2726,7 +2774,9 @@ CREATE TABLE `tickets` (
`ticket_project_id` int(11) NOT NULL DEFAULT 0,
`ticket_recurring_ticket_id` int(11) DEFAULT 0,
`ticket_order` int(11) NOT NULL DEFAULT 0,
PRIMARY KEY (`ticket_id`)
PRIMARY KEY (`ticket_id`),
KEY `ticket_response_due_at` (`ticket_response_due_at`),
KEY `ticket_resolution_due_at` (`ticket_resolution_due_at`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_general_ci;
/*!40101 SET character_set_client = @saved_cs_client */;