Statuses can be flagged to pause the resolution clock; sla_history records the intervals a ticket's clock actually ran and the deadline is re-based on remaining budget when it resumes. Adds SLA Summary and SLA by Client reports, an SLA state filter on the ticket list, SLA colouring on kanban cards, and an Urgent column on the Tickets by Client report. DB update 2.5.1. Also fixes resolution SLA verdicts being skipped when resolving via kanban or the client portal.
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.
script and per install. Replaces the mail queue's own lock file, which
was not atomic and could be deleted out from under a long run. Bounds
the SMTP conversation so an unresponsive server cannot hold the lock.
Recovers rows left at Sending by a run that died, which nothing
previously picked up.
Balance transactions aren't always attached when a payment completes,
so the fee expense can be skipped at payment time. Daily cron pass now
finds recent Stripe payments with no matching fee expense and records
the actual fee once available. Dedupes by expense reference prefix,
30-day lookback.
Replace webklex/php-imap with directorytree/imapengine in the ticket
email parser. ImapEngine is pure PHP over sockets.
Parser improvements:
- Wrap per-message processing in try/catch so one malformed email
can't abort the run; failures are flagged and logged with UID
- Query unseen + unflagged so previously-failed (flagged) messages
are no longer re-processed on every cron run
- Skip vacation/auto-responder emails (RFC 3834) to prevent mail
loops with the ticket auto-reply
- Cap messages per run (50) and attachment size (15MB); inline
images over 2MB are stored as attachments instead of base64-embedded
in ticket details
- Atomic lock file creation
- preg_quote() the ticket prefix in subject matching
- Dedupe CC watchers and exclude the sender
- Map webklex 'tls' encryption setting to STARTTLS for compatibility
NDR/DSN parsing now walks MIME parts via the underlying
zbateson parser instead of relying on attachment extraction.
Rename multiple functions to conform to project naming rules (^[a-z][a-zA-Z0-9]*$). This is a non-functional refactor for style/CI compliance and consistency.
