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.
GET /api/v1/ticket_replies/read.php and POST create.php, so an RMM or
monitoring system can append to a ticket it did not open.
Replies default to Internal so an integration cannot email a client by
omitting a parameter. Public replies mark first response, notify the
contact and watchers, and fire the same custom actions as the agent
reply handler. An optional ticket_status also sets the status, and
resolves the ticket and marks the resolution SLA when set to 4.
Replies are always joined to tickets so ticket_client_id is checked
against the key user's client scope, and the client_id named on a write
must match the ticket's own client. The reply is attributed to the user
the API key runs as.
read.php resolves ticket_reply_by_name, since that column holds a
user_id on Internal and Public replies but a contact_id on Client ones.
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.
generateUserSessionKey() built its AES-128 key with randomString(16), which
draws 12 random bytes and base64url-encodes them into 16 printable characters.
Those 16 characters were handed to openssl_encrypt as the 16-byte key, so the
key that wraps the site master key in the user's session carried 96 bits of
entropy instead of 128. Same for the IV.
The key and IV are now random_bytes(16) and stay raw for the cipher. Base64 is
applied only for transport - the cookie and the session copy of the IV - and
decoded again at the three read sites.
Sessions issued before this change will not decode and are not supported;
anyone logged in at deploy time is prompted to log in again. Nothing is stored
long term in this path, so there is nothing to migrate.
Also guards encryptCredentialEntry against a master key that failed to decrypt.
openssl_encrypt accepts false as a key and silently encrypts under an empty
key, so a session whose cookie had expired could write a credential that no
key would ever recover. It now returns false instead. This was reachable
before this change too, whenever a cookie expired mid-session.
generateUserSessionKey() built its AES-128 key with randomString(16), which
draws 12 random bytes and base64url-encodes them into 16 printable characters.
Those 16 characters were handed to openssl_encrypt as the 16-byte key, so the
key that wraps the site master key in the user's session carried 96 bits of
entropy instead of 128. Same for the IV.
The key and IV are now random_bytes(16) and stay raw for the cipher. Base64 is
applied only for transport - the cookie and the session copy of the IV - and
decoded again at the three read sites.
Sessions issued before this change will not decode and are not supported;
anyone logged in at deploy time is prompted to log in again. Nothing is stored
long term in this path, so there is nothing to migrate.
Also guards encryptCredentialEntry against a master key that failed to decrypt.
openssl_encrypt accepts false as a key and silently encrypts under an empty
key, so a session whose cookie had expired could write a credential that no
key would ever recover. It now returns false instead. This was reachable
before this change too, whenever a cookie expired mid-session.
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.
