mirror of
https://github.com/itflow-org/itflow
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275 lines
15 KiB
PHP
275 lines
15 KiB
PHP
<?php
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require_once "includes/inc_all_admin.php";
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// Current SLA / business hours settings
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$sql_sla_settings = mysqli_query($mysqli, "SELECT config_business_days, config_business_hours_start, config_business_hours_end, config_sla_warning_percent, config_sla_notification_email FROM settings WHERE company_id = 1");
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$row = mysqli_fetch_assoc($sql_sla_settings);
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$config_business_days = explode(',', $row['config_business_days']);
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$config_business_hours_start = substr($row['config_business_hours_start'], 0, 5);
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$config_business_hours_end = substr($row['config_business_hours_end'], 0, 5);
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$config_sla_warning_percent = intval($row['config_sla_warning_percent']);
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$config_sla_notification_email = escapeHtml($row['config_sla_notification_email']);
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// SLA plans (active first)
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$sql_slas = mysqli_query($mysqli, "SELECT sla_archived_at, sla_description, sla_id, sla_name, sla_resolution_minutes,
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sla_response_minutes FROM slas ORDER BY sla_archived_at IS NOT NULL, sla_name ASC");
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// Active plans for the assignment dropdowns
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$active_slas = [];
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$sql_active_slas = mysqli_query($mysqli, "SELECT sla_id, sla_name FROM slas WHERE sla_archived_at IS NULL ORDER BY sla_name ASC");
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while ($active_sla_row = mysqli_fetch_assoc($sql_active_slas)) {
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$active_slas[intval($active_sla_row['sla_id'])] = $active_sla_row['sla_name'];
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}
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// Closure days, newest first - past ones are kept as a record of what was applied
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$holidays = [];
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$sql_holidays = mysqli_query($mysqli, "SELECT holiday_date, holiday_id, holiday_name FROM business_holidays ORDER BY holiday_date DESC");
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while ($holiday_row = mysqli_fetch_assoc($sql_holidays)) {
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$holidays[] = $holiday_row;
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}
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$holiday_year = intval(date('Y'));
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// Default assignments: [priority] = sla_id - a client's contract can set its own (functions/contract_billing.php)
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$assignments = [];
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$sql_assignments = mysqli_query($mysqli, "SELECT sla_assignment_priority, sla_assignment_sla_id FROM sla_assignments WHERE sla_assignment_client_id = 0");
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while ($assignment_row = mysqli_fetch_assoc($sql_assignments)) {
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$assignments[0][$assignment_row['sla_assignment_priority']] = intval($assignment_row['sla_assignment_sla_id']);
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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>SLAs</h3>
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<div class="card-tools">
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<button type="button" class="btn btn-primary ajax-modal" data-modal-url="modals/sla/sla_add.php"><i class="fas fa-plus me-2"></i>New SLA</button>
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</div>
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</div>
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<div class="card-body">
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<p class="text-muted">SLAs are optional. A new ticket gets the SLA its client's contract sets for its priority, else the default for the priority below - with nothing assigned, nothing changes.</p>
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<div class="table-responsive-sm">
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<table class="table table-striped table-borderless table-hover">
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<thead class="text-dark">
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<tr>
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<th>Name</th>
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<th>Description</th>
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<th>Response</th>
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<th>Resolution</th>
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<th>Status</th>
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<th class="text-center">Action</th>
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</tr>
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</thead>
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<tbody>
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<?php while ($sla_row = mysqli_fetch_assoc($sql_slas)) {
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$sla_id = intval($sla_row['sla_id']);
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$sla_name = escapeHtml($sla_row['sla_name']);
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$sla_description = escapeHtml($sla_row['sla_description']);
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$sla_response_minutes = intval($sla_row['sla_response_minutes']);
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$sla_resolution_minutes = intval($sla_row['sla_resolution_minutes']);
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$sla_archived_at = $sla_row['sla_archived_at'];
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?>
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<tr>
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<td>
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<a href="#" class="ajax-modal" data-modal-url="modals/sla/sla_edit.php?id=<?= $sla_id ?>">
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<?= $sla_name ?>
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</a>
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</td>
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<td><?= $sla_description ?></td>
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<td><?= $sla_response_minutes ?> min</td>
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<td><?= $sla_resolution_minutes ? "$sla_resolution_minutes min" : "-" ?></td>
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<td>
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<?php if ($sla_archived_at) { ?>
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<div class="text-secondary">Archived</div>
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<?php } else { ?>
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<div class="text-success text-bold">Active</div>
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<?php } ?>
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</td>
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<td>
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<div class="dropdown dropstart text-center">
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<button class="btn btn-secondary btn-sm" title="More actions" type="button" data-bs-toggle="dropdown">
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<i class="fas fa-ellipsis-h"></i>
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</button>
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<div class="dropdown-menu">
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<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/sla/sla_edit.php?id=<?= $sla_id ?>">
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<i class="fas fa-fw fa-edit me-2"></i>Edit
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</a>
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<div class="dropdown-divider"></div>
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<?php if ($sla_archived_at) { ?>
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<a class="dropdown-item" href="post.php?unarchive_sla=<?= $sla_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
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<i class="fas fa-fw fa-undo me-2"></i>Restore
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</a>
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<?php } else { ?>
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<a class="dropdown-item text-danger text-bold confirm-link" href="post.php?archive_sla=<?= $sla_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
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<i class="fas fa-fw fa-archive me-2"></i>Archive
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</a>
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<?php } ?>
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</div>
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</div>
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</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">
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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-random me-2"></i>SLA Assignments</h3>
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</div>
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<div class="card-body">
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<form action="post.php" method="post" autocomplete="off">
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<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
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<strong>Default (for a client whose contract sets none)</strong>
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<div class="row g-2 mt-2">
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<?php foreach (['Low', 'Medium', 'High', 'Urgent'] as $priority) {
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$selected_sla_id = $assignments[0][$priority] ?? 0;
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?>
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<div class="mb-3 col-md-3">
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<label><?= $priority ?></label>
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<select class="form-select" name="global_sla_<?= strtolower($priority) ?>">
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<option value="0">None</option>
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<?php foreach ($active_slas as $active_sla_id => $active_sla_name) { ?>
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<option value="<?= $active_sla_id ?>" <?php if ($selected_sla_id == $active_sla_id) { echo "selected"; } ?>><?= escapeHtml($active_sla_name) ?></option>
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<?php } ?>
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</select>
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</div>
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<?php } ?>
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</div>
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<button type="submit" name="save_sla_assignments" class="btn btn-primary"><i class="fas fa-check me-2"></i>Save Defaults</button>
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</form>
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<small class="text-muted d-block mt-2">A client has no SLAs of its own: a contract in force for the client comes first, for the priorities it sets an SLA for, and these defaults cover the rest.</small>
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</div>
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</div>
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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-business-time me-2"></i>Business Hours & Notifications</h3>
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</div>
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<div class="card-body">
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<form action="post.php" method="post" autocomplete="off">
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<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
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<div class="mb-3">
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<label>Business days</label>
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<div>
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<?php foreach ([1 => 'Mon', 2 => 'Tue', 3 => 'Wed', 4 => 'Thu', 5 => 'Fri', 6 => 'Sat', 7 => 'Sun'] as $day_number => $day_name) { ?>
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<div class="form-check form-check-inline">
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<input class="form-check-input" type="checkbox" name="business_days[]" value="<?= $day_number ?>" id="business_day_<?= $day_number ?>" <?php if (in_array($day_number, $config_business_days)) { echo "checked"; } ?>>
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<label class="form-check-label" for="business_day_<?= $day_number ?>"><?= $day_name ?></label>
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</div>
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<?php } ?>
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</div>
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<small class="text-muted">SLA clocks only run during business hours on these days. Unchecking everything makes SLAs count 24x7.</small>
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</div>
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<div class="row g-2">
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<div class="mb-3 col-md-3">
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<label>Business hours start</label>
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<input type="time" class="form-control" name="business_hours_start" value="<?= $config_business_hours_start ?>" required>
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</div>
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<div class="mb-3 col-md-3">
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<label>Business hours end</label>
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<input type="time" class="form-control" name="business_hours_end" value="<?= $config_business_hours_end ?>" required>
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</div>
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<div class="mb-3 col-md-3">
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<label>Warn at % of target</label>
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<input type="number" class="form-control" name="warning_percent" min="1" max="99" value="<?= $config_sla_warning_percent ?>" required>
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</div>
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<div class="mb-3 col-md-3">
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<label>Notification email <small class="text-muted">(optional)</small></label>
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<input type="email" class="form-control" name="notification_email" placeholder="dispatch@example.com" maxlength="200" value="<?= $config_sla_notification_email ?>">
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</div>
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</div>
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<small class="text-muted d-block mb-3">Warnings and breach alerts also notify the assigned agent in-app and by email. Requires cron/ticket_sla.php running every minute.</small>
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<button type="submit" name="edit_sla_settings" class="btn btn-primary"><i class="fas fa-check me-2"></i>Save Settings</button>
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</form>
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</div>
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</div>
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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-calendar-times me-2"></i>Holidays & Closure Days</h3>
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<div class="card-tools">
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<form action="post.php" method="post" class="d-inline" autocomplete="off">
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<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
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<div class="input-group input-group-sm d-inline-flex w-auto align-middle me-2">
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<input type="number" class="form-control" name="holiday_year" min="2000" max="2100" value="<?= $holiday_year ?>" required>
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<button type="submit" name="generate_holidays" class="btn btn-secondary"><i class="fas fa-magic me-2"></i>Add US Holidays</button>
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</div>
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</form>
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<button type="button" class="btn btn-sm btn-primary ajax-modal" data-modal-url="modals/sla/holiday_add.php"><i class="fas fa-plus me-2"></i>New Closure Day</button>
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</div>
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</div>
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<div class="card-body">
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<p class="text-muted">
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SLA clocks stop completely on these dates, the same as a day outside your business days.
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Use them for public holidays or any other day the office is shut. Adding or removing one
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recalculates the targets on every open ticket.
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</p>
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<?php if (empty($holidays)) { ?>
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<p class="text-secondary mb-0">No closure days configured - SLA clocks run on every business day.</p>
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<?php } else { ?>
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<div class="table-responsive">
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<table class="table table-borderless table-hover align-middle">
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<thead class="border-bottom">
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<tr>
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<th>Date</th>
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<th>Day</th>
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<th>Name</th>
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<th class="text-end">Action</th>
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</tr>
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</thead>
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<tbody>
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<?php foreach ($holidays as $holiday) {
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$holiday_id = intval($holiday['holiday_id']);
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$holiday_date_raw = $holiday['holiday_date'];
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$holiday_date = escapeHtml(date('M j, Y', strtotime($holiday_date_raw)));
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$holiday_day = escapeHtml(date('l', strtotime($holiday_date_raw)));
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$holiday_name = escapeHtml($holiday['holiday_name']);
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$holiday_is_past = strtotime($holiday_date_raw) < strtotime(date('Y-m-d'));
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?>
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<tr class="<?php if ($holiday_is_past) { echo "text-secondary"; } ?>">
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<td><?= $holiday_date ?></td>
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<td><?= $holiday_day ?></td>
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<td><?= $holiday_name ?></td>
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<td class="text-end">
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<form action="post.php" method="post" onsubmit="return confirm('Remove this closure day? Open ticket targets will be recalculated.');">
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<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
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<input type="hidden" name="holiday_id" value="<?= $holiday_id ?>">
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<button type="submit" name="delete_holiday" class="btn btn-sm btn-light border" title="Delete holiday"><i class="fas fa-fw fa-trash text-danger"></i></button>
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</form>
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</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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<?php } ?>
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</div>
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</div>
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<?php require_once "../includes/footer.php";
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