mirror of
https://github.com/itflow-org/itflow
synced 2026-11-14 08:27:24 +00:00
cd7ebc0a5f
Agents restricted from a client could still edit, archive, restore or delete it, run bulk actions on it (edits, tags, archive, email, tickets) and add credits. Every selected client is now checked before anything is written. Expense, trip and recurring expense edits now check the client the record already belongs to, not just the submitted one. Recurring expense delete, revenue edit/delete and task approval handlers gained the same check. Per-client reports and the dashboard payment/ticket lists now hide clients the agent is denied. Company-wide totals are unchanged.
178 lines
9.2 KiB
PHP
178 lines
9.2 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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if (isset($_GET['month'])) {
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$month = intval($_GET['month']);
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} else {
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$month = 0; // 0 = whole year
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}
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$period_query = "YEAR(ticket_created_at) = $year";
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$period_label = $year;
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if ($month) {
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$period_query .= " AND MONTH(ticket_created_at) = $month";
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$period_label = date("F", mktime(1, 1, 1, $month, 1)) . " $year";
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}
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$sql_ticket_years = mysqli_query($mysqli, "SELECT DISTINCT YEAR(ticket_created_at) AS ticket_year FROM tickets ORDER BY ticket_year DESC");
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$sql_clients = mysqli_query($mysqli, "SELECT client_id, client_name FROM clients WHERE client_archived_at IS NULL " . clientScopeSql('client_id') . " ORDER BY client_name ASC");
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// Clock time spent on resolved tickets, gathered for every client at once
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// rather than per ticket. Tickets with no interval rows - response-only plans,
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// or anything resolved before SLA pausing existed - fall back to the business
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// time that elapsed between being raised and resolved.
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$resolve_totals = [];
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$sql_resolve_times = mysqli_query($mysqli, "SELECT ticket_client_id, ticket_id, ticket_created_at, ticket_resolved_at, SUM(sla_history_minutes) AS logged_minutes
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FROM tickets
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LEFT JOIN sla_history ON sla_history_ticket_id = ticket_id
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WHERE ticket_sla_id > 0
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AND ticket_resolved_at IS NOT NULL
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AND $period_query
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GROUP BY ticket_id, ticket_client_id, ticket_created_at, ticket_resolved_at"
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);
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while ($resolve_row = mysqli_fetch_assoc($sql_resolve_times)) {
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$resolve_client_id = intval($resolve_row['ticket_client_id']);
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$resolve_minutes = is_null($resolve_row['logged_minutes'])
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? businessMinutesBetween($resolve_row['ticket_created_at'], $resolve_row['ticket_resolved_at'])
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: intval($resolve_row['logged_minutes']);
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if (!isset($resolve_totals[$resolve_client_id])) {
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$resolve_totals[$resolve_client_id] = ['minutes' => 0, 'count' => 0];
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}
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$resolve_totals[$resolve_client_id]['minutes'] += $resolve_minutes;
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$resolve_totals[$resolve_client_id]['count']++;
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}
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?>
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<div class="card card-dark">
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<div class="card-header py-2">
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<h3 class="card-title mt-2"><i class="fas fa-fw fa-stopwatch me-2"></i>SLA by Client</h3>
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<div class="card-tools">
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<button type="button" class="btn btn-primary d-print-none" onclick="window.print();"><i class="fas fa-fw fa-print me-2"></i>Print</button>
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</div>
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</div>
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<div class="card-body">
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<form class="mb-3">
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<select onchange="this.form.submit()" class="form-select" name="year">
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<?php
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while ($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 } ?> > <?= $ticket_year ?></option>
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<?php } ?>
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</select>
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<select onchange="this.form.submit()" class="form-select" name="month">
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<option <?php if ($month == 0) { echo 'selected'; } ?> value="0">Whole year</option>
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<?php for ($m = 1; $m <= 12; $m++) { ?>
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<option <?php if ($month == $m) { echo 'selected'; } ?> value="<?= $m ?>"><?= date("F", mktime(1, 1, 1, $m, 1)) ?></option>
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<?php } ?>
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</select>
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</form>
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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 me-2"></i><?= $period_label ?></h3>
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</div>
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<div class="card-body">
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<div class="table-responsive-sm">
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<table class="table table-striped">
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<thead>
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<tr>
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<th>Client</th>
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<th class="text-end">Tickets</th>
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<th class="text-end">Response met</th>
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<th class="text-end">Response missed</th>
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<th class="text-end">Response %</th>
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<th class="text-end">Resolution met</th>
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<th class="text-end">Resolution missed</th>
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<th class="text-end">Resolution %</th>
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<th class="text-end">Avg time to respond</th>
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<th class="text-end">Avg clock to resolve</th>
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</tr>
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</thead>
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<tbody>
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<?php
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$any_rows = false;
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while ($row = mysqli_fetch_assoc($sql_clients)) {
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$client_id = intval($row['client_id']);
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$client_name = escapeHtml($row['client_name']);
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$stats = mysqli_fetch_assoc(mysqli_query($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_resolution_sla_met = 1) AS resolution_met,
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SUM(ticket_resolution_sla_met = 0) AS resolution_missed,
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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
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FROM tickets
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WHERE ticket_sla_id > 0 AND ticket_client_id = $client_id AND $period_query"
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));
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$ticket_count = intval($stats['ticket_count']);
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if ($ticket_count == 0) {
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continue;
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}
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$any_rows = true;
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$response_met = intval($stats['response_met']);
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$response_missed = intval($stats['response_missed']);
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$resolution_met = intval($stats['resolution_met']);
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$resolution_missed = intval($stats['resolution_missed']);
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$response_judged = $response_met + $response_missed;
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$response_percent = $response_judged ? round($response_met / $response_judged * 100, 1) : null;
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$resolution_judged = $resolution_met + $resolution_missed;
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$resolution_percent = $resolution_judged ? round($resolution_met / $resolution_judged * 100, 1) : null;
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$avg_time_to_respond = is_null($stats['avg_response_seconds']) ? '-' : secondsToTime($stats['avg_response_seconds']);
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// Clock time actually spent - paused spells excluded, which is
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// what the SLA itself judged on
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$avg_time_to_resolve = '-';
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if (!empty($resolve_totals[$client_id]['count'])) {
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$avg_time_to_resolve = secondsToTime(($resolve_totals[$client_id]['minutes'] / $resolve_totals[$client_id]['count']) * 60);
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}
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?>
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<tr>
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<td><?= $client_name ?></td>
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<td class="text-end"><?= $ticket_count ?></td>
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<td class="text-end"><?= $response_met ?></td>
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<td class="text-end"><?= $response_missed ?></td>
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<td class="text-end"><?= slaPercentDisplay($response_percent) ?></td>
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<td class="text-end"><?= $resolution_met ?></td>
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<td class="text-end"><?= $resolution_missed ?></td>
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<td class="text-end"><?= slaPercentDisplay($resolution_percent) ?></td>
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<td class="text-end"><?= $avg_time_to_respond ?></td>
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<td class="text-end"><?= $avg_time_to_resolve ?></td>
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</tr>
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<?php }
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if (!$any_rows) { ?>
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<tr><td colspan="10" class="text-secondary">No tickets with an SLA in this period.</td></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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<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>
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</div>
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</div>
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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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