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https://github.com/itflow-org/itflow
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199 lines
10 KiB
PHP
199 lines
10 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 $compliance;
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}
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$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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