99) {
$warning_percent = 0; // Out of range = warnings disabled, breach alerts only
}
$sla_notification_email = trim(strval($sla_settings['notification_email']));
$from_email = $sla_settings['ticket_from_email'];
$from_name = $sla_settings['ticket_from_name'];
$now = time();
// Queue in-app + email notifications for an SLA event
function sendSlaAlert($ticket, $subject_line, $body_line)
{
global $mysqli, $sla_notification_email, $from_email, $from_name, $config_base_url;
$ticket_id = intval($ticket['ticket_id']);
$client_id = intval($ticket['ticket_client_id']);
$ticket_ref = "{$ticket['ticket_prefix']}{$ticket['ticket_number']}";
$ticket_subject = strval($ticket['ticket_subject']);
// appNotify inserts what it is given - escape at the boundary
appNotify("Ticket SLA", escapeSql("$subject_line - $ticket_ref - $ticket_subject"), "/agent/ticket.php?ticket_id=$ticket_id", $client_id, $ticket_id);
// addToMailQueue also inserts raw, and the body's link markup contains
// single quotes - escape whole strings once here. The body keeps its HTML,
// so it gets mysqli_real_escape_string directly (escapeSql strips tags),
// same as the ticket email parser does for its bodies.
$email_subject = escapeSql("$subject_line: $ticket_ref - $ticket_subject");
$email_body = mysqli_real_escape_string($mysqli, "Hello,
$body_line
Ticket: $ticket_ref
Subject: $ticket_subject
View ticket");
$email_data = [];
if (!empty($sla_notification_email)) {
$email_data[] = [
'from' => $from_email,
'from_name' => escapeSql($from_name),
'recipient' => $sla_notification_email,
'recipient_name' => 'SLA Notifications',
'subject' => $email_subject,
'body' => $email_body,
];
}
// Assigned agent (skip a duplicate if they are also the notification address)
if (!empty($ticket['user_email']) && strtolower($ticket['user_email']) != strtolower($sla_notification_email)) {
$email_data[] = [
'from' => $from_email,
'from_name' => escapeSql($from_name),
'recipient' => $ticket['user_email'],
'recipient_name' => escapeSql(strval($ticket['user_name'])),
'subject' => $email_subject,
'body' => $email_body,
];
}
if (!empty($email_data)) {
addToMailQueue($email_data);
}
}
// --- Response SLA track ---
// Open tickets awaiting a first response, not yet marked breached
$sql_response = mysqli_query($mysqli, "SELECT ticket_id, ticket_prefix, ticket_number, ticket_subject, ticket_client_id, ticket_created_at, ticket_response_due_at, ticket_response_sla_alert_stage, sla_response_minutes, user_email, user_name
FROM tickets
LEFT JOIN slas ON ticket_sla_id = sla_id
LEFT JOIN users ON ticket_assigned_to = user_id
WHERE ticket_sla_id > 0
AND ticket_response_due_at IS NOT NULL
AND ticket_first_response_at IS NULL
AND ticket_resolved_at IS NULL
AND ticket_closed_at IS NULL
AND ticket_archived_at IS NULL
AND ticket_response_sla_alert_stage < 2"
);
while ($ticket = mysqli_fetch_assoc($sql_response)) {
$ticket_id = intval($ticket['ticket_id']);
$stage = intval($ticket['ticket_response_sla_alert_stage']);
$due = strtotime($ticket['ticket_response_due_at']);
if ($now >= $due) {
// Breached without a response - the verdict is final, record the miss
mysqli_query($mysqli, "UPDATE tickets SET ticket_response_sla_alert_stage = 2, ticket_response_sla_met = 0 WHERE ticket_id = $ticket_id");
sendSlaAlert($ticket, "Response SLA breached", "The response SLA on this ticket was missed (due {$ticket['ticket_response_due_at']}).");
} elseif ($stage < 1 && $warning_percent) {
$warn_at = strtotime(addBusinessMinutes($ticket['ticket_created_at'], floor(intval($ticket['sla_response_minutes']) * $warning_percent / 100)));
if ($now >= $warn_at) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_response_sla_alert_stage = 1 WHERE ticket_id = $ticket_id");
sendSlaAlert($ticket, "Response SLA at risk", "This ticket is approaching its response SLA (due {$ticket['ticket_response_due_at']}).");
}
}
}
// --- Resolution SLA track ---
// Open tickets with a resolution target, not yet resolved or marked breached
$sql_resolution = mysqli_query($mysqli, "SELECT ticket_id, ticket_prefix, ticket_number, ticket_subject, ticket_client_id, ticket_created_at, ticket_resolution_due_at, ticket_resolution_sla_alert_stage, sla_resolution_minutes, user_email, user_name
FROM tickets
LEFT JOIN slas ON ticket_sla_id = sla_id
LEFT JOIN users ON ticket_assigned_to = user_id
WHERE ticket_sla_id > 0
AND ticket_resolution_due_at IS NOT NULL
AND ticket_resolved_at IS NULL
AND ticket_closed_at IS NULL
AND ticket_archived_at IS NULL
AND ticket_resolution_sla_alert_stage < 2"
);
while ($ticket = mysqli_fetch_assoc($sql_resolution)) {
$ticket_id = intval($ticket['ticket_id']);
$stage = intval($ticket['ticket_resolution_sla_alert_stage']);
$due = strtotime($ticket['ticket_resolution_due_at']);
if ($now >= $due) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolution_sla_alert_stage = 2, ticket_resolution_sla_met = 0 WHERE ticket_id = $ticket_id");
sendSlaAlert($ticket, "Resolution SLA breached", "The resolution SLA on this ticket was missed (due {$ticket['ticket_resolution_due_at']}).");
} elseif ($stage < 1 && $warning_percent) {
$warn_at = strtotime(addBusinessMinutes($ticket['ticket_created_at'], floor(intval($ticket['sla_resolution_minutes']) * $warning_percent / 100)));
if ($now >= $warn_at) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolution_sla_alert_stage = 1 WHERE ticket_id = $ticket_id");
sendSlaAlert($ticket, "Resolution SLA at risk", "This ticket is approaching its resolution SLA (due {$ticket['ticket_resolution_due_at']}).");
}
}
}