8 Commits

Author	SHA1	Message	Date
johnnyq	5f88ce4f8a	Emails stage 1: one email layout for everything ITFlow sends in new functions/email.php, with emailHtml carrying the billing look plus the reply line kept first, inbox preview text, a quoted message block made safe through documentHtmlPurify with images pointed at the install, a callout and a contact line, emailFrom reading the sender from the settings as saved, and emailQueue escaping raw values for the mail queue with a greeting and footnote per recipient, billingEmailHtml now a wrapper so billing emails are unchanged; ticket emails to clients rebuilt on it through ticketEmailContent and ticketMailSend, replacing ticketMailContactAndWatchers, ticketMailCompany and getTicketSlaEmailNotice, covering a ticket opened by an agent, on a schedule or from an email, replies, resolved with when it closes and a reopen button, closed with a feedback button, watcher added, the reply to a closed ticket, public replies through the API, bulk reply and bulk resolve, and task approval requests, each saying why the recipient gets it instead of the collaborator block, new tickets showing the SLA response time and asking Urgent and High tickets to phone, subjects unchanged so threading and parsing keep working; tickets auto-closed by the nightly run now send the closed email when client notifications are on; fixes scheduled tickets never emailing the contact or the new-ticket address because recurringTicketRaise did not load those settings, and a backslash before apostrophes in the subject and sender name of the emailed-ticket reply; changelog updated	2026-10-17 22:19:44 -04:00
johnnyq	12ed62326a	Add Holiday / Closure Days to SLA to pause SLA timer on defined days, also has a US Holiday Importer	2026-08-27 17:58:02 -04:00
johnnyq	4e1d72e06d	Roll SLA email targets up to business days, escape priority, validate priority in the tickets API	2026-08-27 15:15:40 -04:00
johnnyq	ac175e7dc0	Add SLA response target to ticket created emails, with a call-in note on High and Urgent	2026-08-27 15:03:31 -04:00
johnnyq	bb1f0d5489	SLA Fixes	2026-07-29 13:50:00 -04:00
johnnyq	566d74c15d	Fix SLA resolve-time reporting, stale settings cache on save, and report N+1	2026-07-29 13:34:34 -04:00
johnnyq	162a597da9	Add SLA pausing, SLA reports, SLA filtering and kanban SLA state (phase 3) ... 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.	2026-07-29 13:02:27 -04:00
johnnyq	d08ef6184a	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.	2026-07-29 00:00:42 -04:00