mirror of
https://github.com/itflow-org/itflow
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d08ef6184a
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.
60 lines
3.6 KiB
PHP
60 lines
3.6 KiB
PHP
<?php
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/*
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* ITFlow - Database update to version 2.5.0 (from 2.4.8)
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* Included by admin/database_updates.php - do not access directly
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*
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* (2.4.9 was briefly used by the reverted refunds change - skipping that
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* number so instances that applied it before the revert still pick this up)
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*/
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defined('FROM_DB_UPDATER') || die("Direct file access is not allowed");
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// Ticket SLAs. slas holds the response/resolution targets and
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// sla_assignments maps a client + priority to an SLA (client 0 rows are
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// the global default, an assignment pointing at SLA 0 is an explicit "no
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// SLA" override). SLAs are optional - with no assignments defined, nothing
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// in the app changes behaviour.
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mysqli_query($mysqli, "CREATE TABLE `sla_assignments` (
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`sla_assignment_id` int(11) NOT NULL AUTO_INCREMENT,
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`sla_assignment_client_id` int(11) NOT NULL DEFAULT 0,
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`sla_assignment_priority` varchar(200) NOT NULL,
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`sla_assignment_sla_id` int(11) NOT NULL DEFAULT 0,
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PRIMARY KEY (`sla_assignment_id`),
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UNIQUE KEY `sla_assignment_client_priority` (`sla_assignment_client_id`,`sla_assignment_priority`)
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) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_general_ci");
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mysqli_query($mysqli, "CREATE TABLE `slas` (
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`sla_id` int(11) NOT NULL AUTO_INCREMENT,
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`sla_name` varchar(200) NOT NULL,
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`sla_description` varchar(500) DEFAULT NULL,
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`sla_response_minutes` int(11) NOT NULL,
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`sla_resolution_minutes` int(11) DEFAULT NULL,
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`sla_created_at` datetime NOT NULL DEFAULT current_timestamp(),
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`sla_archived_at` datetime DEFAULT NULL,
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PRIMARY KEY (`sla_id`)
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) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_general_ci");
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// SLA targets are computed once at write time and stored on the ticket, so
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// the ticket list and cron/ticket_sla.php only ever compare datetimes. The
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// due date indexes bound the cron's every-minute scans the same way the
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// 2.4.8 logs index bounded the login lockout queries.
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mysqli_query($mysqli, "ALTER TABLE `tickets`
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ADD COLUMN `ticket_sla_id` int(11) NOT NULL DEFAULT 0 AFTER `ticket_status`,
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ADD COLUMN `ticket_response_due_at` datetime DEFAULT NULL AFTER `ticket_first_response_at`,
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ADD COLUMN `ticket_resolution_due_at` datetime DEFAULT NULL AFTER `ticket_response_due_at`,
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ADD COLUMN `ticket_response_sla_met` tinyint(1) DEFAULT NULL AFTER `ticket_resolution_due_at`,
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ADD COLUMN `ticket_resolution_sla_met` tinyint(1) DEFAULT NULL AFTER `ticket_response_sla_met`,
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ADD COLUMN `ticket_response_sla_alert_stage` tinyint(1) NOT NULL DEFAULT 0 AFTER `ticket_resolution_sla_met`,
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ADD COLUMN `ticket_resolution_sla_alert_stage` tinyint(1) NOT NULL DEFAULT 0 AFTER `ticket_response_sla_alert_stage`,
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ADD INDEX `ticket_response_due_at` (`ticket_response_due_at`),
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ADD INDEX `ticket_resolution_due_at` (`ticket_resolution_due_at`)");
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// Business hours + SLA notification settings
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mysqli_query($mysqli, "ALTER TABLE `settings`
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ADD COLUMN `config_business_days` varchar(20) NOT NULL DEFAULT '1,2,3,4,5' AFTER `config_timezone`,
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ADD COLUMN `config_business_hours_start` time NOT NULL DEFAULT '09:00:00' AFTER `config_business_days`,
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ADD COLUMN `config_business_hours_end` time NOT NULL DEFAULT '17:00:00' AFTER `config_business_hours_start`,
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ADD COLUMN `config_sla_warning_percent` tinyint(3) NOT NULL DEFAULT 75 AFTER `config_business_hours_end`,
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ADD COLUMN `config_sla_notification_email` varchar(200) DEFAULT NULL AFTER `config_sla_warning_percent`");
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