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https://github.com/itflow-org/itflow
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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.
213 lines
11 KiB
PHP
213 lines
11 KiB
PHP
<?php
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require_once "includes/inc_all_reports.php";
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enforceUserPermission('module_support');
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if (isset($_GET['year'])) {
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$year = intval($_GET['year']);
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} else {
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$year = date('Y');
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}
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$sql_ticket_years = mysqli_query($mysqli, "SELECT DISTINCT YEAR(ticket_created_at) AS ticket_year FROM tickets ORDER BY ticket_year DESC");
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// Compliance figures for a slice of tickets carrying an SLA
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function getSlaCompliance($where)
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{
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global $mysqli;
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$row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT
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COUNT(ticket_id) AS ticket_count,
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SUM(ticket_response_sla_met = 1) AS response_met,
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SUM(ticket_response_sla_met = 0) AS response_missed,
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SUM(ticket_response_sla_met IS NULL) AS response_pending,
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SUM(ticket_resolution_sla_met = 1) AS resolution_met,
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SUM(ticket_resolution_sla_met = 0) AS resolution_missed,
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SUM(ticket_resolution_sla_met IS NULL AND ticket_resolution_due_at IS NOT NULL) AS resolution_pending
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FROM tickets
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WHERE ticket_sla_id > 0 $where"
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));
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$compliance = [
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'ticket_count' => intval($row['ticket_count']),
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'response_met' => intval($row['response_met']),
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'response_missed' => intval($row['response_missed']),
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'response_pending' => intval($row['response_pending']),
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'resolution_met' => intval($row['resolution_met']),
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'resolution_missed' => intval($row['resolution_missed']),
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'resolution_pending' => intval($row['resolution_pending']),
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];
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// Percentages count only judged tickets - a ticket still in flight is
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// neither a hit nor a miss
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$response_judged = $compliance['response_met'] + $compliance['response_missed'];
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$compliance['response_percent'] = $response_judged ? round($compliance['response_met'] / $response_judged * 100, 1) : null;
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$resolution_judged = $compliance['resolution_met'] + $compliance['resolution_missed'];
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$compliance['resolution_percent'] = $resolution_judged ? round($compliance['resolution_met'] / $resolution_judged * 100, 1) : null;
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return $compliance;
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}
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// Colour the headline figures the way the ticket list colours rows
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function slaPercentDisplay($percent)
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{
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if (is_null($percent)) {
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return "<span class='text-secondary'>-</span>";
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}
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if ($percent >= 95) {
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return "<span class='text-success text-bold'>$percent%</span>";
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}
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if ($percent >= 80) {
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return "<span class='text-warning text-bold'>$percent%</span>";
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}
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return "<span class='text-danger text-bold'>$percent%</span>";
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}
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$overall = getSlaCompliance("AND YEAR(ticket_created_at) = $year");
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?>
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<div class="card card-dark">
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<div class="card-header py-2">
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<h3 class="card-title mt-2"><i class="fas fa-fw fa-stopwatch mr-2"></i>SLA Summary</h3>
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<div class="card-tools">
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<button type="button" class="btn btn-primary d-print-none" onclick="window.print();"><i class="fas fa-fw fa-print mr-2"></i>Print</button>
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</div>
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</div>
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<div class="card-body">
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<form class="mb-3">
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<select onchange="this.form.submit()" class="form-control" name="year">
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<?php
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while ($row = mysqli_fetch_assoc($sql_ticket_years)) {
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$ticket_year = intval($row['ticket_year']); ?>
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<option <?php if ($year == $ticket_year) { ?> selected <?php } ?> > <?= $ticket_year ?></option>
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<?php } ?>
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</select>
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</form>
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<?php if ($overall['ticket_count'] == 0) { ?>
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<p class="text-secondary">No tickets raised in <?= $year ?> carried an SLA. Assign SLAs under Admin > SLAs to start tracking.</p>
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<?php } else { ?>
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<div class="row mb-3">
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<div class="col-sm-4">
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<div class="info-box">
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<span class="info-box-icon bg-secondary"><i class="fas fa-life-ring"></i></span>
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<div class="info-box-content">
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<span class="info-box-text">Tickets with an SLA</span>
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<span class="info-box-number"><?= $overall['ticket_count'] ?></span>
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</div>
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</div>
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</div>
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<div class="col-sm-4">
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<div class="info-box">
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<span class="info-box-icon bg-secondary"><i class="fas fa-reply"></i></span>
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<div class="info-box-content">
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<span class="info-box-text">Response compliance</span>
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<span class="info-box-number"><?= slaPercentDisplay($overall['response_percent']) ?></span>
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</div>
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</div>
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</div>
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<div class="col-sm-4">
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<div class="info-box">
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<span class="info-box-icon bg-secondary"><i class="fas fa-flag-checkered"></i></span>
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<div class="info-box-content">
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<span class="info-box-text">Resolution compliance</span>
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<span class="info-box-number"><?= slaPercentDisplay($overall['resolution_percent']) ?></span>
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</div>
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</div>
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</div>
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</div>
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<div class="card card-dark mb-3">
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<div class="card-header">
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<h3 class="card-title"><i class="fas fa-fw fa-chart-area mr-2"></i>By Priority (<?= $year ?>)</h3>
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</div>
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<div class="card-body">
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<div class="table-responsive-sm">
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<table class="table table-striped">
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<thead>
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<tr>
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<th>Priority</th>
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<th class="text-right">Tickets</th>
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<th class="text-right">Response met</th>
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<th class="text-right">Response missed</th>
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<th class="text-right">Response %</th>
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<th class="text-right">Resolution met</th>
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<th class="text-right">Resolution missed</th>
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<th class="text-right">Resolution %</th>
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</tr>
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</thead>
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<tbody>
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<?php foreach (['Urgent', 'High', 'Medium', 'Low'] as $priority) {
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$stats = getSlaCompliance("AND YEAR(ticket_created_at) = $year AND ticket_priority = '$priority'");
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if ($stats['ticket_count'] == 0) {
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continue;
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}
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?>
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<tr>
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<td><?= $priority ?></td>
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<td class="text-right"><?= $stats['ticket_count'] ?></td>
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<td class="text-right"><?= $stats['response_met'] ?></td>
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<td class="text-right"><?= $stats['response_missed'] ?></td>
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<td class="text-right"><?= slaPercentDisplay($stats['response_percent']) ?></td>
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<td class="text-right"><?= $stats['resolution_met'] ?></td>
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<td class="text-right"><?= $stats['resolution_missed'] ?></td>
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<td class="text-right"><?= slaPercentDisplay($stats['resolution_percent']) ?></td>
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</tr>
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<?php } ?>
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</tbody>
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</table>
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</div>
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</div>
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</div>
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<div class="card card-dark mb-3">
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<div class="card-header">
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<h3 class="card-title"><i class="fas fa-fw fa-calendar mr-2"></i>By Month (<?= $year ?>)</h3>
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</div>
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<div class="card-body">
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<div class="table-responsive-sm">
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<table class="table table-striped">
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<thead>
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<tr>
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<th>Month</th>
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<th class="text-right">Tickets</th>
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<th class="text-right">Response %</th>
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<th class="text-right">Resolution %</th>
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<th class="text-right">Still open</th>
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</tr>
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</thead>
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<tbody>
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<?php for ($month = 1; $month <= 12; $month++) {
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$stats = getSlaCompliance("AND YEAR(ticket_created_at) = $year AND MONTH(ticket_created_at) = $month");
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if ($stats['ticket_count'] == 0) {
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continue;
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}
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?>
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<tr>
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<td><?= date("F", mktime(1, 1, 1, $month, 1)) ?></td>
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<td class="text-right"><?= $stats['ticket_count'] ?></td>
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<td class="text-right"><?= slaPercentDisplay($stats['response_percent']) ?></td>
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<td class="text-right"><?= slaPercentDisplay($stats['resolution_percent']) ?></td>
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<td class="text-right"><?= $stats['resolution_pending'] ?></td>
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</tr>
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<?php } ?>
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</tbody>
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</table>
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</div>
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</div>
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</div>
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<small class="text-muted">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.</small>
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<?php } ?>
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</div>
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</div>
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<?php
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require_once "../../includes/footer.php";
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