mirror of
https://github.com/itflow-org/itflow
synced 2026-08-05 15:17:17 +00:00
199 lines
10 KiB
PHP
199 lines
10 KiB
PHP
<?php
|
|
|
|
require_once "includes/inc_all_admin.php";
|
|
|
|
// Current SLA / business hours settings
|
|
$sql_sla_settings = mysqli_query($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");
|
|
$row = mysqli_fetch_assoc($sql_sla_settings);
|
|
$config_business_days = explode(',', $row['config_business_days']);
|
|
$config_business_hours_start = substr($row['config_business_hours_start'], 0, 5);
|
|
$config_business_hours_end = substr($row['config_business_hours_end'], 0, 5);
|
|
$config_sla_warning_percent = intval($row['config_sla_warning_percent']);
|
|
$config_sla_notification_email = escapeHtml($row['config_sla_notification_email']);
|
|
|
|
// SLA plans (active first)
|
|
$sql_slas = mysqli_query($mysqli, "SELECT * FROM slas ORDER BY sla_archived_at IS NOT NULL, sla_name ASC");
|
|
|
|
// Active plans for the assignment dropdowns
|
|
$active_slas = [];
|
|
$sql_active_slas = mysqli_query($mysqli, "SELECT sla_id, sla_name FROM slas WHERE sla_archived_at IS NULL ORDER BY sla_name ASC");
|
|
while ($active_sla_row = mysqli_fetch_assoc($sql_active_slas)) {
|
|
$active_slas[intval($active_sla_row['sla_id'])] = $active_sla_row['sla_name'];
|
|
}
|
|
|
|
// Global default assignments: [priority] = sla_id (per-client overrides live on the client edit modal)
|
|
$assignments = [];
|
|
$sql_assignments = mysqli_query($mysqli, "SELECT sla_assignment_priority, sla_assignment_sla_id FROM sla_assignments WHERE sla_assignment_client_id = 0");
|
|
while ($assignment_row = mysqli_fetch_assoc($sql_assignments)) {
|
|
$assignments[0][$assignment_row['sla_assignment_priority']] = intval($assignment_row['sla_assignment_sla_id']);
|
|
}
|
|
|
|
|
|
?>
|
|
|
|
<div class="card card-dark">
|
|
<div class="card-header py-2">
|
|
<h3 class="card-title mt-2"><i class="fas fa-fw fa-stopwatch mr-2"></i>SLAs</h3>
|
|
<div class="card-tools">
|
|
<button type="button" class="btn btn-primary ajax-modal" data-modal-url="modals/sla/sla_add.php"><i class="fas fa-plus mr-2"></i>New SLA</button>
|
|
</div>
|
|
</div>
|
|
|
|
<div class="card-body">
|
|
|
|
<p class="text-muted">SLAs are optional. Tickets only get response/resolution targets when an assignment below matches their client and priority - with nothing assigned, nothing changes.</p>
|
|
|
|
<div class="table-responsive-sm">
|
|
<table class="table table-striped table-borderless table-hover">
|
|
<thead class="text-dark">
|
|
<tr>
|
|
<th>Name</th>
|
|
<th>Description</th>
|
|
<th>Response</th>
|
|
<th>Resolution</th>
|
|
<th>Status</th>
|
|
<th class="text-center">Action</th>
|
|
</tr>
|
|
</thead>
|
|
<tbody>
|
|
<?php while ($sla_row = mysqli_fetch_assoc($sql_slas)) {
|
|
|
|
$sla_id = intval($sla_row['sla_id']);
|
|
$sla_name = escapeHtml($sla_row['sla_name']);
|
|
$sla_description = escapeHtml($sla_row['sla_description']);
|
|
$sla_response_minutes = intval($sla_row['sla_response_minutes']);
|
|
$sla_resolution_minutes = intval($sla_row['sla_resolution_minutes']);
|
|
$sla_archived_at = $sla_row['sla_archived_at'];
|
|
|
|
?>
|
|
<tr>
|
|
<td>
|
|
<a href="#" class="ajax-modal" data-modal-url="modals/sla/sla_edit.php?id=<?= $sla_id ?>">
|
|
<?= $sla_name ?>
|
|
</a>
|
|
</td>
|
|
<td><?= $sla_description ?></td>
|
|
<td><?= $sla_response_minutes ?> min</td>
|
|
<td><?= $sla_resolution_minutes ? "$sla_resolution_minutes min" : "-" ?></td>
|
|
<td>
|
|
<?php if ($sla_archived_at) { ?>
|
|
<div class="text-secondary">Archived</div>
|
|
<?php } else { ?>
|
|
<div class="text-success text-bold">Active</div>
|
|
<?php } ?>
|
|
</td>
|
|
<td>
|
|
<div class="dropdown dropleft text-center">
|
|
<button class="btn btn-secondary btn-sm" type="button" data-toggle="dropdown">
|
|
<i class="fas fa-ellipsis-h"></i>
|
|
</button>
|
|
<div class="dropdown-menu">
|
|
<a class="dropdown-item ajax-modal" href="#" data-modal-url="modals/sla/sla_edit.php?id=<?= $sla_id ?>">
|
|
<i class="fas fa-fw fa-edit mr-2"></i>Edit
|
|
</a>
|
|
<div class="dropdown-divider"></div>
|
|
<?php if ($sla_archived_at) { ?>
|
|
<a class="dropdown-item" href="post.php?unarchive_sla=<?= $sla_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-fw fa-undo mr-2"></i>Restore
|
|
</a>
|
|
<?php } else { ?>
|
|
<a class="dropdown-item text-danger text-bold confirm-link" href="post.php?archive_sla=<?= $sla_id ?>&csrf_token=<?= $_SESSION['csrf_token'] ?>">
|
|
<i class="fas fa-fw fa-archive mr-2"></i>Archive
|
|
</a>
|
|
<?php } ?>
|
|
</div>
|
|
</div>
|
|
</td>
|
|
</tr>
|
|
<?php } ?>
|
|
</tbody>
|
|
</table>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
|
|
<div class="card card-dark">
|
|
<div class="card-header py-2">
|
|
<h3 class="card-title mt-2"><i class="fas fa-fw fa-random mr-2"></i>SLA Assignments</h3>
|
|
</div>
|
|
|
|
<div class="card-body">
|
|
|
|
<form action="post.php" method="post" autocomplete="off">
|
|
<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
|
|
|
|
<strong>Default (all clients)</strong>
|
|
<div class="form-row mt-2">
|
|
<?php foreach (['Low', 'Medium', 'High', 'Urgent'] as $priority) {
|
|
$selected_sla_id = $assignments[0][$priority] ?? 0;
|
|
?>
|
|
<div class="form-group col-md-3">
|
|
<label><?= $priority ?></label>
|
|
<select class="form-control" name="global_sla_<?= strtolower($priority) ?>">
|
|
<option value="0">None</option>
|
|
<?php foreach ($active_slas as $active_sla_id => $active_sla_name) { ?>
|
|
<option value="<?= $active_sla_id ?>" <?php if ($selected_sla_id == $active_sla_id) { echo "selected"; } ?>><?= escapeHtml($active_sla_name) ?></option>
|
|
<?php } ?>
|
|
</select>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
<button type="submit" name="save_sla_assignments" class="btn btn-primary"><i class="fas fa-check mr-2"></i>Save Defaults</button>
|
|
</form>
|
|
|
|
<small class="text-muted d-block mt-2">Per-client overrides are set on each client (edit client, Notes tab).</small>
|
|
</div>
|
|
</div>
|
|
|
|
<div class="card card-dark">
|
|
<div class="card-header py-2">
|
|
<h3 class="card-title mt-2"><i class="fas fa-fw fa-business-time mr-2"></i>Business Hours & Notifications</h3>
|
|
</div>
|
|
|
|
<div class="card-body">
|
|
|
|
<form action="post.php" method="post" autocomplete="off">
|
|
<input type="hidden" name="csrf_token" value="<?= $_SESSION['csrf_token'] ?>">
|
|
|
|
<div class="form-group">
|
|
<label>Business days</label>
|
|
<div>
|
|
<?php foreach ([1 => 'Mon', 2 => 'Tue', 3 => 'Wed', 4 => 'Thu', 5 => 'Fri', 6 => 'Sat', 7 => 'Sun'] as $day_number => $day_name) { ?>
|
|
<div class="form-check form-check-inline">
|
|
<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"; } ?>>
|
|
<label class="form-check-label" for="business_day_<?= $day_number ?>"><?= $day_name ?></label>
|
|
</div>
|
|
<?php } ?>
|
|
</div>
|
|
<small class="text-muted">SLA clocks only run during business hours on these days. Unchecking everything makes SLAs count 24x7.</small>
|
|
</div>
|
|
|
|
<div class="form-row">
|
|
<div class="form-group col-md-3">
|
|
<label>Business hours start</label>
|
|
<input type="time" class="form-control" name="business_hours_start" value="<?= $config_business_hours_start ?>" required>
|
|
</div>
|
|
<div class="form-group col-md-3">
|
|
<label>Business hours end</label>
|
|
<input type="time" class="form-control" name="business_hours_end" value="<?= $config_business_hours_end ?>" required>
|
|
</div>
|
|
<div class="form-group col-md-3">
|
|
<label>Warn at % of target</label>
|
|
<input type="number" class="form-control" name="warning_percent" min="1" max="99" value="<?= $config_sla_warning_percent ?>" required>
|
|
</div>
|
|
<div class="form-group col-md-3">
|
|
<label>Notification email <small class="text-muted">(optional)</small></label>
|
|
<input type="email" class="form-control" name="notification_email" placeholder="dispatch@example.com" maxlength="200" value="<?= $config_sla_notification_email ?>">
|
|
</div>
|
|
</div>
|
|
|
|
<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>
|
|
|
|
<button type="submit" name="edit_sla_settings" class="btn btn-primary"><i class="fas fa-check mr-2"></i>Save Settings</button>
|
|
</form>
|
|
|
|
</div>
|
|
</div>
|
|
|
|
<?php require_once "../includes/footer.php";
|