mirror of
https://github.com/itflow-org/itflow
synced 2026-08-05 07:07:14 +00:00
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
280
functions/sla.php
Normal file
280
functions/sla.php
Normal file
@@ -0,0 +1,280 @@
|
||||
<?php
|
||||
|
||||
/*
|
||||
* ITFlow - Ticket SLA helpers
|
||||
*
|
||||
* SLAs are optional at every level. A ticket only gets SLA targets when an
|
||||
* assignment resolves for its client + priority (client-level assignments win,
|
||||
* client 0 rows are the global default, and an assignment pointing at SLA 0 is
|
||||
* an explicit "no SLA" override). Tickets with ticket_sla_id = 0 are simply
|
||||
* ignored by the SLA cron, the list highlighting and the reports.
|
||||
*
|
||||
* Deadlines are computed ONCE at write time (creation / priority change /
|
||||
* client change / manual SLA change) and stored on the ticket as
|
||||
* ticket_response_due_at / ticket_resolution_due_at, so the ticket list and
|
||||
* cron/ticket_sla.php only ever compare datetimes - no business-hours math at
|
||||
* render time.
|
||||
*/
|
||||
|
||||
// Business hours + SLA settings, fetched once per request
|
||||
function getSlaSettings()
|
||||
{
|
||||
global $mysqli;
|
||||
|
||||
static $sla_settings = null;
|
||||
|
||||
if (!is_null($sla_settings)) {
|
||||
return $sla_settings;
|
||||
}
|
||||
|
||||
$sql = mysqli_query($mysqli, "SELECT config_business_days, config_business_hours_start, config_business_hours_end, config_sla_warning_percent, config_sla_notification_email, config_ticket_from_name, config_ticket_from_email, config_mail_from_email, config_mail_from_name FROM settings WHERE company_id = 1");
|
||||
$row = mysqli_fetch_assoc($sql);
|
||||
|
||||
// ISO weekday numbers (1 = Monday .. 7 = Sunday)
|
||||
$business_days = [];
|
||||
foreach (explode(',', strval($row['config_business_days'])) as $day) {
|
||||
$day = intval($day);
|
||||
if ($day >= 1 && $day <= 7) {
|
||||
$business_days[] = $day;
|
||||
}
|
||||
}
|
||||
|
||||
$sla_settings = [
|
||||
'business_days' => $business_days,
|
||||
'business_hours_start' => $row['config_business_hours_start'],
|
||||
'business_hours_end' => $row['config_business_hours_end'],
|
||||
'warning_percent' => intval($row['config_sla_warning_percent']),
|
||||
'notification_email' => $row['config_sla_notification_email'],
|
||||
'ticket_from_name' => $row['config_ticket_from_name'] ?: $row['config_mail_from_name'],
|
||||
'ticket_from_email' => $row['config_ticket_from_email'] ?: $row['config_mail_from_email'],
|
||||
];
|
||||
|
||||
return $sla_settings;
|
||||
}
|
||||
|
||||
// Add $minutes of business time to a datetime, honouring the configured
|
||||
// business days and hours. Returns a Y-m-d H:i:s string in the app timezone
|
||||
// (includes/inc_set_timezone.php has already set it). With no usable business
|
||||
// calendar configured the clock is treated as 24x7.
|
||||
function addBusinessMinutes($start_datetime, $minutes)
|
||||
{
|
||||
$minutes = intval($minutes);
|
||||
$cursor = new DateTime($start_datetime);
|
||||
|
||||
if ($minutes <= 0) {
|
||||
return $cursor->format('Y-m-d H:i:s');
|
||||
}
|
||||
|
||||
$sla_settings = getSlaSettings();
|
||||
$business_days = $sla_settings['business_days'];
|
||||
$day_start = $sla_settings['business_hours_start'];
|
||||
$day_end = $sla_settings['business_hours_end'];
|
||||
|
||||
if (empty($business_days) || empty($day_start) || empty($day_end) || $day_start >= $day_end) {
|
||||
$cursor->modify("+$minutes minutes");
|
||||
return $cursor->format('Y-m-d H:i:s');
|
||||
}
|
||||
|
||||
$remaining_seconds = $minutes * 60;
|
||||
|
||||
// Walk forward a day at a time consuming available business time. Interval
|
||||
// math is done on timestamps (real elapsed time), window edges by wall
|
||||
// clock - so a DST-shortened business day yields less SLA time, which is
|
||||
// the honest reading. Guard: two years of calendar.
|
||||
for ($i = 0; $i < 731; $i++) {
|
||||
|
||||
if (in_array(intval($cursor->format('N')), $business_days)) {
|
||||
|
||||
$window_start = new DateTime($cursor->format('Y-m-d') . " $day_start");
|
||||
$window_end = new DateTime($cursor->format('Y-m-d') . " $day_end");
|
||||
|
||||
if ($cursor < $window_start) {
|
||||
$cursor = $window_start;
|
||||
}
|
||||
|
||||
if ($cursor < $window_end) {
|
||||
$available_seconds = $window_end->getTimestamp() - $cursor->getTimestamp();
|
||||
|
||||
if ($remaining_seconds <= $available_seconds) {
|
||||
$cursor->setTimestamp($cursor->getTimestamp() + $remaining_seconds);
|
||||
return $cursor->format('Y-m-d H:i:s');
|
||||
}
|
||||
|
||||
$remaining_seconds -= $available_seconds;
|
||||
}
|
||||
}
|
||||
|
||||
// Start of the next calendar day
|
||||
$cursor = new DateTime($cursor->format('Y-m-d') . ' 00:00:00');
|
||||
$cursor->modify('+1 day');
|
||||
}
|
||||
|
||||
// Unreachable with a sane configuration - fail open rather than loop
|
||||
$cursor->setTimestamp($cursor->getTimestamp() + $remaining_seconds);
|
||||
return $cursor->format('Y-m-d H:i:s');
|
||||
}
|
||||
|
||||
// Resolve which SLA (if any) applies to a client + priority combination.
|
||||
// Returns an sla_id, or 0 when no SLA applies.
|
||||
function getTicketSlaId($client_id, $priority)
|
||||
{
|
||||
global $mysqli;
|
||||
|
||||
$client_id = intval($client_id);
|
||||
$priority = escapeSql($priority);
|
||||
|
||||
$sla_id = null;
|
||||
|
||||
// Client-level assignment wins; a row pointing at SLA 0 is an explicit
|
||||
// "no SLA for this client/priority" override of the global default
|
||||
if ($client_id > 0) {
|
||||
$sql = mysqli_query($mysqli, "SELECT sla_assignment_sla_id FROM sla_assignments WHERE sla_assignment_client_id = $client_id AND sla_assignment_priority = '$priority' LIMIT 1");
|
||||
if (mysqli_num_rows($sql)) {
|
||||
$sla_id = intval(mysqli_fetch_assoc($sql)['sla_assignment_sla_id']);
|
||||
}
|
||||
}
|
||||
|
||||
// Fall back to the global default (client 0)
|
||||
if (is_null($sla_id)) {
|
||||
$sql = mysqli_query($mysqli, "SELECT sla_assignment_sla_id FROM sla_assignments WHERE sla_assignment_client_id = 0 AND sla_assignment_priority = '$priority' LIMIT 1");
|
||||
if (mysqli_num_rows($sql)) {
|
||||
$sla_id = intval(mysqli_fetch_assoc($sql)['sla_assignment_sla_id']);
|
||||
}
|
||||
}
|
||||
|
||||
if (empty($sla_id)) {
|
||||
return 0;
|
||||
}
|
||||
|
||||
// Ignore assignments pointing at archived SLAs
|
||||
$sql = mysqli_query($mysqli, "SELECT sla_id FROM slas WHERE sla_id = $sla_id AND sla_archived_at IS NULL LIMIT 1");
|
||||
if (!mysqli_num_rows($sql)) {
|
||||
return 0;
|
||||
}
|
||||
|
||||
return $sla_id;
|
||||
}
|
||||
|
||||
// Stamp (or re-stamp) a ticket's SLA and computed due dates. Call after ticket
|
||||
// creation and after anything that changes which SLA applies (priority edit,
|
||||
// client change, manual SLA change). Pass $forced_sla_id to pin a specific SLA
|
||||
// (0 = explicitly none) instead of resolving from the assignments.
|
||||
function applyTicketSla($ticket_id, $forced_sla_id = null)
|
||||
{
|
||||
global $mysqli;
|
||||
|
||||
$ticket_id = intval($ticket_id);
|
||||
|
||||
$sql = mysqli_query($mysqli, "SELECT ticket_client_id, ticket_priority, ticket_created_at, ticket_first_response_at, ticket_resolved_at FROM tickets WHERE ticket_id = $ticket_id LIMIT 1");
|
||||
if (!$sql || !mysqli_num_rows($sql)) {
|
||||
return;
|
||||
}
|
||||
$row = mysqli_fetch_assoc($sql);
|
||||
|
||||
if (is_null($forced_sla_id)) {
|
||||
$sla_id = getTicketSlaId($row['ticket_client_id'], $row['ticket_priority']);
|
||||
} else {
|
||||
$sla_id = intval($forced_sla_id);
|
||||
}
|
||||
|
||||
// No SLA applies - clear any previous targets
|
||||
if ($sla_id == 0) {
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_sla_id = 0, ticket_response_due_at = NULL, ticket_resolution_due_at = NULL, ticket_response_sla_met = NULL, ticket_resolution_sla_met = NULL, ticket_response_sla_alert_stage = 0, ticket_resolution_sla_alert_stage = 0 WHERE ticket_id = $ticket_id");
|
||||
return;
|
||||
}
|
||||
|
||||
$sla_sql = mysqli_query($mysqli, "SELECT sla_response_minutes, sla_resolution_minutes FROM slas WHERE sla_id = $sla_id LIMIT 1");
|
||||
if (!$sla_sql || !mysqli_num_rows($sla_sql)) {
|
||||
return;
|
||||
}
|
||||
$sla = mysqli_fetch_assoc($sla_sql);
|
||||
|
||||
$created_at = $row['ticket_created_at'];
|
||||
|
||||
$response_due_at = addBusinessMinutes($created_at, $sla['sla_response_minutes']);
|
||||
|
||||
$resolution_due_at = null;
|
||||
$resolution_due_at_set = "NULL";
|
||||
if (intval($sla['sla_resolution_minutes']) > 0) {
|
||||
$resolution_due_at = addBusinessMinutes($created_at, $sla['sla_resolution_minutes']);
|
||||
$resolution_due_at_set = "'$resolution_due_at'";
|
||||
}
|
||||
|
||||
// Re-judge met flags for milestones already reached; alert stages reset so
|
||||
// the SLA cron re-evaluates pending milestones against the new targets
|
||||
$response_met_set = "NULL";
|
||||
if (!empty($row['ticket_first_response_at'])) {
|
||||
$response_met_set = strtotime($row['ticket_first_response_at']) <= strtotime($response_due_at) ? 1 : 0;
|
||||
}
|
||||
|
||||
$resolution_met_set = "NULL";
|
||||
if (!empty($row['ticket_resolved_at']) && !is_null($resolution_due_at)) {
|
||||
$resolution_met_set = strtotime($row['ticket_resolved_at']) <= strtotime($resolution_due_at) ? 1 : 0;
|
||||
}
|
||||
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_sla_id = $sla_id, ticket_response_due_at = '$response_due_at', ticket_resolution_due_at = $resolution_due_at_set, ticket_response_sla_met = $response_met_set, ticket_resolution_sla_met = $resolution_met_set, ticket_response_sla_alert_stage = 0, ticket_resolution_sla_alert_stage = 0 WHERE ticket_id = $ticket_id");
|
||||
}
|
||||
|
||||
// Record the ticket's first response (if not already recorded) and judge the
|
||||
// response SLA against the stored due date. Replaces the previous inline
|
||||
// ticket_first_response_at updates so the SLA verdict can never drift from
|
||||
// the timestamp.
|
||||
function setTicketFirstResponse($ticket_id)
|
||||
{
|
||||
global $mysqli;
|
||||
|
||||
$ticket_id = intval($ticket_id);
|
||||
|
||||
$sql = mysqli_query($mysqli, "SELECT ticket_first_response_at, ticket_response_due_at FROM tickets WHERE ticket_id = $ticket_id LIMIT 1");
|
||||
if (!$sql || !mysqli_num_rows($sql)) {
|
||||
return;
|
||||
}
|
||||
$row = mysqli_fetch_assoc($sql);
|
||||
|
||||
if (!empty($row['ticket_first_response_at'])) {
|
||||
return;
|
||||
}
|
||||
|
||||
$response_met_set = "NULL";
|
||||
if (!empty($row['ticket_response_due_at'])) {
|
||||
$response_met_set = time() <= strtotime($row['ticket_response_due_at']) ? 1 : 0;
|
||||
}
|
||||
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_first_response_at = NOW(), ticket_response_sla_met = $response_met_set WHERE ticket_id = $ticket_id");
|
||||
}
|
||||
|
||||
// Judge the resolution SLA when a ticket is resolved (or closed without being
|
||||
// resolved, which also stops the clock). No-op for tickets without a
|
||||
// resolution target.
|
||||
function setTicketResolutionSlaMet($ticket_id)
|
||||
{
|
||||
global $mysqli;
|
||||
|
||||
$ticket_id = intval($ticket_id);
|
||||
|
||||
$sql = mysqli_query($mysqli, "SELECT ticket_resolution_due_at, ticket_resolved_at FROM tickets WHERE ticket_id = $ticket_id LIMIT 1");
|
||||
if (!$sql || !mysqli_num_rows($sql)) {
|
||||
return;
|
||||
}
|
||||
$row = mysqli_fetch_assoc($sql);
|
||||
|
||||
if (empty($row['ticket_resolution_due_at'])) {
|
||||
return;
|
||||
}
|
||||
|
||||
$ended_at = !empty($row['ticket_resolved_at']) ? strtotime($row['ticket_resolved_at']) : time();
|
||||
$resolution_met = $ended_at <= strtotime($row['ticket_resolution_due_at']) ? 1 : 0;
|
||||
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolution_sla_met = $resolution_met WHERE ticket_id = $ticket_id");
|
||||
}
|
||||
|
||||
// A reopened ticket goes back on the resolution clock (original due date - no
|
||||
// pause/extend logic yet, that arrives with SLA pausing)
|
||||
function resetTicketResolutionSla($ticket_id)
|
||||
{
|
||||
global $mysqli;
|
||||
|
||||
$ticket_id = intval($ticket_id);
|
||||
|
||||
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolution_sla_met = NULL, ticket_resolution_sla_alert_stage = 0 WHERE ticket_id = $ticket_id");
|
||||
}
|
||||
Reference in New Issue
Block a user