mirror of
https://github.com/itflow-org/itflow
synced 2026-08-05 07:07:14 +00:00
162a597da9
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.
172 lines
8.9 KiB
PHP
172 lines
8.9 KiB
PHP
<?php
|
|
|
|
require_once "includes/inc_all_reports.php";
|
|
|
|
enforceUserPermission('module_support');
|
|
|
|
if (isset($_GET['year'])) {
|
|
$year = intval($_GET['year']);
|
|
} else {
|
|
$year = date('Y');
|
|
}
|
|
|
|
if (isset($_GET['month'])) {
|
|
$month = intval($_GET['month']);
|
|
} else {
|
|
$month = 0; // 0 = whole year
|
|
}
|
|
|
|
$period_query = "YEAR(ticket_created_at) = $year";
|
|
$period_label = $year;
|
|
if ($month) {
|
|
$period_query .= " AND MONTH(ticket_created_at) = $month";
|
|
$period_label = date("F", mktime(1, 1, 1, $month, 1)) . " $year";
|
|
}
|
|
|
|
$sql_ticket_years = mysqli_query($mysqli, "SELECT DISTINCT YEAR(ticket_created_at) AS ticket_year FROM tickets ORDER BY ticket_year DESC");
|
|
|
|
$sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients WHERE client_archived_at IS NULL ORDER BY client_name ASC");
|
|
|
|
function slaPercentDisplay($percent)
|
|
{
|
|
if (is_null($percent)) {
|
|
return "<span class='text-secondary'>-</span>";
|
|
}
|
|
if ($percent >= 95) {
|
|
return "<span class='text-success text-bold'>$percent%</span>";
|
|
}
|
|
if ($percent >= 80) {
|
|
return "<span class='text-warning text-bold'>$percent%</span>";
|
|
}
|
|
return "<span class='text-danger text-bold'>$percent%</span>";
|
|
}
|
|
|
|
?>
|
|
|
|
<div class="card card-dark">
|
|
<div class="card-header py-2">
|
|
<h3 class="card-title mt-2"><i class="fas fa-fw fa-stopwatch mr-2"></i>SLA by Client</h3>
|
|
<div class="card-tools">
|
|
<button type="button" class="btn btn-primary d-print-none" onclick="window.print();"><i class="fas fa-fw fa-print mr-2"></i>Print</button>
|
|
</div>
|
|
</div>
|
|
<div class="card-body">
|
|
<form class="mb-3">
|
|
<select onchange="this.form.submit()" class="form-control" name="year">
|
|
<?php
|
|
while ($row = mysqli_fetch_assoc($sql_ticket_years)) {
|
|
$ticket_year = intval($row['ticket_year']); ?>
|
|
<option <?php if ($year == $ticket_year) { ?> selected <?php } ?> > <?= $ticket_year ?></option>
|
|
<?php } ?>
|
|
</select>
|
|
<select onchange="this.form.submit()" class="form-control" name="month">
|
|
<option <?php if ($month == 0) { echo 'selected'; } ?> value="0">Whole year</option>
|
|
<?php for ($m = 1; $m <= 12; $m++) { ?>
|
|
<option <?php if ($month == $m) { echo 'selected'; } ?> value="<?= $m ?>"><?= date("F", mktime(1, 1, 1, $m, 1)) ?></option>
|
|
<?php } ?>
|
|
</select>
|
|
</form>
|
|
|
|
<div class="card card-dark mb-3">
|
|
<div class="card-header">
|
|
<h3 class="card-title"><i class="fas fa-fw fa-chart-area mr-2"></i><?= $period_label ?></h3>
|
|
</div>
|
|
<div class="card-body">
|
|
<div class="table-responsive-sm">
|
|
<table class="table table-striped">
|
|
<thead>
|
|
<tr>
|
|
<th>Client</th>
|
|
<th class="text-right">Tickets</th>
|
|
<th class="text-right">Response met</th>
|
|
<th class="text-right">Response missed</th>
|
|
<th class="text-right">Response %</th>
|
|
<th class="text-right">Resolution met</th>
|
|
<th class="text-right">Resolution missed</th>
|
|
<th class="text-right">Resolution %</th>
|
|
<th class="text-right">Avg time to respond</th>
|
|
<th class="text-right">Avg clock to resolve</th>
|
|
</tr>
|
|
</thead>
|
|
<tbody>
|
|
<?php
|
|
$any_rows = false;
|
|
while ($row = mysqli_fetch_assoc($sql_clients)) {
|
|
$client_id = intval($row['client_id']);
|
|
$client_name = escapeHtml($row['client_name']);
|
|
|
|
$stats = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT
|
|
COUNT(ticket_id) AS ticket_count,
|
|
SUM(ticket_response_sla_met = 1) AS response_met,
|
|
SUM(ticket_response_sla_met = 0) AS response_missed,
|
|
SUM(ticket_resolution_sla_met = 1) AS resolution_met,
|
|
SUM(ticket_resolution_sla_met = 0) AS resolution_missed,
|
|
AVG(CASE WHEN ticket_first_response_at IS NOT NULL THEN TIMESTAMPDIFF(SECOND, ticket_created_at, ticket_first_response_at) END) AS avg_response_seconds
|
|
FROM tickets
|
|
WHERE ticket_sla_id > 0 AND ticket_client_id = $client_id AND $period_query"
|
|
));
|
|
|
|
$ticket_count = intval($stats['ticket_count']);
|
|
if ($ticket_count == 0) {
|
|
continue;
|
|
}
|
|
$any_rows = true;
|
|
|
|
$response_met = intval($stats['response_met']);
|
|
$response_missed = intval($stats['response_missed']);
|
|
$resolution_met = intval($stats['resolution_met']);
|
|
$resolution_missed = intval($stats['resolution_missed']);
|
|
|
|
$response_judged = $response_met + $response_missed;
|
|
$response_percent = $response_judged ? round($response_met / $response_judged * 100, 1) : null;
|
|
|
|
$resolution_judged = $resolution_met + $resolution_missed;
|
|
$resolution_percent = $resolution_judged ? round($resolution_met / $resolution_judged * 100, 1) : null;
|
|
|
|
$avg_time_to_respond = is_null($stats['avg_response_seconds']) ? '-' : secondsToTime($stats['avg_response_seconds']);
|
|
|
|
// Resolution time is measured in clock time actually spent -
|
|
// paused spells are excluded, which is what the SLA judged on
|
|
$avg_time_to_resolve = '-';
|
|
$resolved_minutes_total = 0;
|
|
$resolved_count = 0;
|
|
$sql_resolved = mysqli_query($mysqli, "SELECT ticket_id FROM tickets WHERE ticket_sla_id > 0 AND ticket_client_id = $client_id AND ticket_resolved_at IS NOT NULL AND $period_query");
|
|
while ($resolved_row = mysqli_fetch_assoc($sql_resolved)) {
|
|
$resolved_minutes_total += getTicketSlaConsumedMinutes($resolved_row['ticket_id']);
|
|
$resolved_count++;
|
|
}
|
|
if ($resolved_count > 0) {
|
|
$avg_time_to_resolve = secondsToTime(($resolved_minutes_total / $resolved_count) * 60);
|
|
}
|
|
?>
|
|
<tr>
|
|
<td><?= $client_name ?></td>
|
|
<td class="text-right"><?= $ticket_count ?></td>
|
|
<td class="text-right"><?= $response_met ?></td>
|
|
<td class="text-right"><?= $response_missed ?></td>
|
|
<td class="text-right"><?= slaPercentDisplay($response_percent) ?></td>
|
|
<td class="text-right"><?= $resolution_met ?></td>
|
|
<td class="text-right"><?= $resolution_missed ?></td>
|
|
<td class="text-right"><?= slaPercentDisplay($resolution_percent) ?></td>
|
|
<td class="text-right"><?= $avg_time_to_respond ?></td>
|
|
<td class="text-right"><?= $avg_time_to_resolve ?></td>
|
|
</tr>
|
|
<?php }
|
|
if (!$any_rows) { ?>
|
|
<tr><td colspan="10" class="text-secondary">No tickets with an SLA in this period.</td></tr>
|
|
<?php } ?>
|
|
</tbody>
|
|
</table>
|
|
</div>
|
|
|
|
<small class="text-muted">Time to respond is wall-clock from ticket creation. Time to resolve counts only business hours with the SLA clock running, so paused time is excluded.</small>
|
|
|
|
</div>
|
|
</div>
|
|
|
|
</div>
|
|
</div>
|
|
|
|
<?php
|
|
require_once "../../includes/footer.php";
|