0 $where"
));
$compliance = [
'ticket_count' => intval($row['ticket_count']),
'response_met' => intval($row['response_met']),
'response_missed' => intval($row['response_missed']),
'response_pending' => intval($row['response_pending']),
'resolution_met' => intval($row['resolution_met']),
'resolution_missed' => intval($row['resolution_missed']),
'resolution_pending' => intval($row['resolution_pending']),
];
// Percentages count only judged tickets - a ticket still in flight is
// neither a hit nor a miss
$response_judged = $compliance['response_met'] + $compliance['response_missed'];
$compliance['response_percent'] = $response_judged ? round($compliance['response_met'] / $response_judged * 100, 1) : null;
$resolution_judged = $compliance['resolution_met'] + $compliance['resolution_missed'];
$compliance['resolution_percent'] = $resolution_judged ? round($compliance['resolution_met'] / $resolution_judged * 100, 1) : null;
return $compliance;
}
// Colour the headline figures the way the ticket list colours rows
function slaPercentDisplay($percent)
{
if (is_null($percent)) {
return "-";
}
if ($percent >= 95) {
return "$percent%";
}
if ($percent >= 80) {
return "$percent%";
}
return "$percent%";
}
$overall = getSlaCompliance("AND YEAR(ticket_created_at) = $year");
?>
SLA Summary
No tickets raised in carried an SLA. Assign SLAs under Admin > SLAs to start tracking.
Tickets with an SLA
Response compliance
Resolution compliance
By Priority ()
Priority
Tickets
Response met
Response missed
Response %
Resolution met
Resolution missed
Resolution %
By Month ()
Month
Tickets
Response %
Resolution %
Still open
Percentages count only tickets whose targets have been judged - tickets still awaiting a response or resolution are excluded until their outcome is known. Tickets raised before SLAs were assigned carry no SLA and are not counted.