SLAs, Tickets and Modules. A priority that * already has an SLA shows its own times, the time to resolve among them * when it has one. */ defined('FROM_GETTING_STARTED') || die("Direct file access is not allowed"); $gs_support = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT config_business_days, config_business_hours_start, config_business_hours_end, config_ticket_prefix, config_ticket_next_number, config_client_portal_enable FROM settings WHERE company_id = 1")) ?: []; $gs_days = array_map('intval', explode(',', (string) ($gs_support['config_business_days'] ?? '1,2,3,4,5'))); if (isset($settings_kept['values']['business_days_kept'])) { // The days ticked, when a save came back - they are sent as a list, which settingsRefuse() doesn't keep $gs_days = array_map('intval', array_filter(explode(',', (string) $settings_kept['values']['business_days_kept']))); } $gs_day_names = [1 => 'Mon', 2 => 'Tue', 3 => 'Wed', 4 => 'Thu', 5 => 'Fri', 6 => 'Sat', 7 => 'Sun']; $gs_slas = []; $gs_sql = mysqli_query($mysqli, "SELECT sla_assignment_priority, sla_name, sla_response_minutes, sla_resolution_minutes FROM sla_assignments JOIN slas ON sla_id = sla_assignment_sla_id WHERE sla_assignment_client_id = 0 AND sla_archived_at IS NULL"); while ($gs_row = mysqli_fetch_assoc($gs_sql)) { $gs_slas[$gs_row['sla_assignment_priority']] = $gs_row; } // A column for the time to resolve, only when an SLA already given has one $gs_show_resolution = (bool) array_filter($gs_slas, function ($sla) { return intval($sla['sla_resolution_minutes']) > 0; }); $gs_use_standard = settingsChecked('standard_slas', true); ?>

Business hours

Response times count only these - an urgent ticket on Friday evening is due Monday morning. Holidays are added in Admin > SLAs.

' . implode('', array_map(function ($day) use ($gs_day_names, $gs_days) { return '' . '' . $gs_day_names[$day] . ''; }, array_keys($gs_day_names))) . '', '', 'gsDay1') ?>

'fa-sun', 'type' => 'time', 'label' => 'From', 'required' => true]) ?>

'fa-moon', 'type' => 'time', 'label' => 'To', 'required' => true]) ?>

Response times

The response times a ticket gets unless its client has their own - in Admin > SLAs.

How soon a ticket is answered, by its priority - a client can have their own. Change them, add a time to put a ticket right by, or add more, in Admin > SLAs.

Put right within' : '' ?>

Priority	Answered within
- ' . escapeHtml($gs_slas[$gs_priority]['sla_name']) . '' : '' ?>		0 ? escapeHtml(formatSlaMinutes($gs_resolution)) : 'No set time' ?>

'gsStandardSlas', 'label' => $gs_slas ? 'Use these for the priorities that have none' : 'Use these', 'help' => 'Open tickets get them too.']) ?>

Ticket numbers

Client portal

'gsPortal', 'label' => 'Clients can sign in to raise and follow tickets', 'help' => 'And to pay invoices, see quotes and documents - what each contact sees is set on the contact. Invite them from their client\'s Contacts.']) ?>