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.
