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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.
42 lines
2.0 KiB
PHP
42 lines
2.0 KiB
PHP
<?php
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/*
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* ITFlow - Database update to version 2.5.1 (from 2.5.0)
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* Included by admin/database_updates.php - do not access directly
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*/
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defined('FROM_DB_UPDATER') || die("Direct file access is not allowed");
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// SLA pausing. sla_history records the intervals during which a ticket's
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// resolution clock was actually running - one open row (ended_at NULL) per
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// running ticket. Statuses flagged below stop the clock, and the ticket's
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// resolution due date is recomputed from the remaining budget on resume.
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mysqli_query($mysqli, "CREATE TABLE `sla_history` (
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`sla_history_id` int(11) NOT NULL AUTO_INCREMENT,
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`sla_history_started_at` datetime NOT NULL,
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`sla_history_ended_at` datetime DEFAULT NULL,
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`sla_history_minutes` int(11) DEFAULT NULL,
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`sla_history_ticket_id` int(11) NOT NULL,
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PRIMARY KEY (`sla_history_id`),
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KEY `sla_history_ticket_id` (`sla_history_ticket_id`)
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) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_general_ci");
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// Which statuses pause the resolution clock. Nothing pauses by default, so
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// SLA behaviour is unchanged until an admin opts a status in.
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mysqli_query($mysqli, "ALTER TABLE `ticket_statuses`
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ADD COLUMN `ticket_status_pauses_sla` tinyint(1) NOT NULL DEFAULT 0 AFTER `ticket_status_active`");
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// Backfill an open interval for every ticket already running a resolution
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// clock, anchored at creation. Without this their consumed time would read
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// as zero and the first pause/resume would hand back the full budget.
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mysqli_query($mysqli, "INSERT INTO sla_history (sla_history_started_at, sla_history_ticket_id)
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SELECT ticket_created_at, ticket_id
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FROM tickets
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LEFT JOIN slas ON ticket_sla_id = sla_id
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WHERE ticket_sla_id > 0
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AND sla_resolution_minutes > 0
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AND ticket_resolution_due_at IS NOT NULL
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AND ticket_resolved_at IS NULL
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AND ticket_closed_at IS NULL
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AND ticket_archived_at IS NULL");
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