added correct SLA support

Awaiting Response No qualifying response yet Due Soon SLA is approaching its deadline MET SLA target achieved on time BREACHED SLA target missed
2026-06-23 10:46:32 +01:00
parent d449f01593
commit 373f78ea15
5 changed files with 314 additions and 25 deletions
@@ -320,16 +320,16 @@ final class TicketShow extends Component

        $this->hydrateTicketUsers($ticket);

-        $comments = $ticket->comments()
+        $comments = Comment::query()
+            ->where('ticket_id', $ticket->id)
            ->active()
            ->when(! $this->canSeeInternalNotes(), static function ($query): void {
                $query->where('is_internal', false);
            })
-            ->with(['user.company', 'attachments', 'replies.user.company', 'replies.attachments'])
+            ->with(['user.company', 'attachments'])
            ->oldest()
            ->get();

-        $ticket->setRelation('comments', $comments);
        $ticket->setAttribute('public_replies_count', $comments->where('is_internal', false)->count());
        $ticket->setAttribute('time_spent_minutes', (int) $ticket->getRawOriginal('time_spent_minutes'));
        $ticket->setRelation('comments', $this->buildCommentTree($comments->groupBy('parent_id')));
@@ -337,7 +337,9 @@ final class TicketShow extends Component
        return $ticket;
    }

-
+    /**
+     * Format the total logged ticket time for display.
+     */
    public function formattedTimeSpent(): string
    {
        $minutes = (int) $this->ticket->time_spent_minutes;
@@ -355,6 +357,203 @@ final class TicketShow extends Component
            ]);
    }

+
+    /**
+     * Get the first-response SLA headline for the SLA panel.
+     */
+    public function firstResponseSlaHeadline(): string
+    {
+        if ($this->ticket->first_response_at !== null) {
+            return $this->firstResponseWasBreached() ? 'Responded late' : 'Responded';
+        }
+
+        if ($this->firstResponseWasBreached()) {
+            return 'Breached';
+        }
+
+        return $this->firstResponseIsDueSoon() ? 'Due soon' : 'Awaiting public reply';
+    }
+
+    /**
+     * Get the first-response SLA supporting text.
+     */
+    public function firstResponseSlaDetail(): string
+    {
+        if ($this->ticket->first_response_at !== null) {
+            return 'Responded in '.$this->formatDurationBetween($this->ticket->created_at, $this->ticket->first_response_at);
+        }
+
+        if ($this->ticket->sla_first_response_due_at === null) {
+            return 'No first-response target is set.';
+        }
+
+        return 'Due '.$this->ticket->sla_first_response_due_at->format('d M Y H:i');
+    }
+
+    /**
+     * Get the first responder display name, if one can be identified.
+     */
+    public function firstResponderName(): string
+    {
+        $comment = Comment::query()
+            ->where('ticket_id', $this->ticket->id)
+            ->where('is_internal', false)
+            ->whereNull('tombstoned_at')
+            ->with('user')
+            ->oldest('created_at')
+            ->first();
+
+        return $comment?->user?->name ?: 'Unknown responder';
+    }
+
+    /**
+     * Get the first-response SLA colour classes.
+     */
+    public function firstResponseSlaClasses(): string
+    {
+        if ($this->firstResponseWasBreached()) {
+            return 'border-red-300 bg-red-50 text-red-900 dark:border-red-900 dark:bg-red-950 dark:text-red-100';
+        }
+
+        if ($this->ticket->first_response_at !== null) {
+            return 'border-emerald-200 bg-emerald-50 text-emerald-900 dark:border-emerald-900 dark:bg-emerald-950 dark:text-emerald-100';
+        }
+
+        if ($this->firstResponseIsDueSoon()) {
+            return 'border-amber-300 bg-amber-50 text-amber-950 dark:border-amber-900 dark:bg-amber-950 dark:text-amber-100';
+        }
+
+        return 'border-blue-200 bg-blue-50 text-blue-900 dark:border-blue-900 dark:bg-blue-950 dark:text-blue-100';
+    }
+
+    /**
+     * Get the resolution SLA headline for the SLA panel.
+     */
+    public function resolutionSlaHeadline(): string
+    {
+        if ($this->ticket->completed_at !== null) {
+            return $this->resolutionWasBreached() ? 'Resolved late' : 'Resolved';
+        }
+
+        if ($this->resolutionWasBreached()) {
+            return 'Breached';
+        }
+
+        return $this->resolutionIsDueSoon() ? 'Due soon' : 'Open';
+    }
+
+    /**
+     * Get the resolution SLA supporting text.
+     */
+    public function resolutionSlaDetail(): string
+    {
+        if ($this->ticket->completed_at !== null) {
+            return 'Resolved in '.$this->formatDurationBetween($this->ticket->created_at, $this->ticket->completed_at);
+        }
+
+        if ($this->ticket->sla_resolution_due_at === null) {
+            return 'No resolution target is set.';
+        }
+
+        return 'Due '.$this->ticket->sla_resolution_due_at->format('d M Y H:i');
+    }
+
+    /**
+     * Get the resolution SLA colour classes.
+     */
+    public function resolutionSlaClasses(): string
+    {
+        if ($this->resolutionWasBreached()) {
+            return 'border-red-300 bg-red-50 text-red-900 dark:border-red-900 dark:bg-red-950 dark:text-red-100';
+        }
+
+        if ($this->ticket->completed_at !== null) {
+            return 'border-emerald-200 bg-emerald-50 text-emerald-900 dark:border-emerald-900 dark:bg-emerald-950 dark:text-emerald-100';
+        }
+
+        if ($this->resolutionIsDueSoon()) {
+            return 'border-amber-300 bg-amber-50 text-amber-950 dark:border-amber-900 dark:bg-amber-950 dark:text-amber-100';
+        }
+
+        return 'border-blue-200 bg-blue-50 text-blue-900 dark:border-blue-900 dark:bg-blue-950 dark:text-blue-100';
+    }
+
+    /**
+     * Format an SLA event name for the audit trail.
+     */
+    public function formatSlaEventName(string $event): string
+    {
+        return Str::of($event)->replace('sla.', '')->replace('_', ' ')->title()->toString();
+    }
+
+    /**
+     * Format a compact duration between two dates.
+     */
+    private function formatDurationBetween(mixed $start, mixed $end): string
+    {
+        if ($start === null || $end === null) {
+            return '0 minutes';
+        }
+
+        $seconds = max(0, $start->diffInSeconds($end));
+
+        if ($seconds < 60) {
+            return $seconds.' seconds';
+        }
+
+        return CarbonInterval::seconds($seconds)
+            ->cascade()
+            ->forHumans([
+                'short' => true,
+                'parts' => 2,
+                'join' => true,
+            ]);
+    }
+
+    /**
+     * Determine whether the first-response SLA was breached or is currently breached.
+     */
+    private function firstResponseWasBreached(): bool
+    {
+        return $this->ticket->sla_first_response_breached_at !== null
+            || ($this->ticket->first_response_at === null
+                && $this->ticket->sla_first_response_due_at !== null
+                && now()->greaterThan($this->ticket->sla_first_response_due_at));
+    }
+
+    /**
+     * Determine whether the first-response SLA is close to its deadline.
+     */
+    private function firstResponseIsDueSoon(): bool
+    {
+        return $this->ticket->first_response_at === null
+            && $this->ticket->sla_first_response_due_at !== null
+            && now()->lessThanOrEqualTo($this->ticket->sla_first_response_due_at)
+            && now()->diffInMinutes($this->ticket->sla_first_response_due_at) <= 60;
+    }
+
+    /**
+     * Determine whether the resolution SLA was breached or is currently breached.
+     */
+    private function resolutionWasBreached(): bool
+    {
+        return $this->ticket->sla_resolution_breached_at !== null
+            || ($this->ticket->completed_at === null
+                && $this->ticket->sla_resolution_due_at !== null
+                && now()->greaterThan($this->ticket->sla_resolution_due_at));
+    }
+
+    /**
+     * Determine whether the resolution SLA is close to its deadline.
+     */
+    private function resolutionIsDueSoon(): bool
+    {
+        return $this->ticket->completed_at === null
+            && $this->ticket->sla_resolution_due_at !== null
+            && now()->lessThanOrEqualTo($this->ticket->sla_resolution_due_at)
+            && now()->diffInMinutes($this->ticket->sla_resolution_due_at) <= 60;
+    }
+
    private function hydrateTicketUsers(Ticket $ticket): void
    {
        $userIds = collect([$ticket->user_id, $ticket->agent_id])
@@ -886,28 +886,49 @@
                </div>

                <div class="space-y-3 text-xs">
-                    <div
-                        class="rounded-lg border {{ $ticket->sla_first_response_breached ? 'border-red-300 bg-red-50 text-red-900 dark:border-red-900 dark:bg-red-950 dark:text-red-100' : ($ticket->first_response_at ? 'border-emerald-200 bg-emerald-50 text-emerald-900 dark:border-emerald-900 dark:bg-emerald-950 dark:text-emerald-100' : 'border-amber-200 bg-amber-50 text-amber-950 dark:border-amber-900 dark:bg-amber-950 dark:text-amber-100') }} p-3">
-                        <div class="text-[0.68rem] font-semibold uppercase tracking-wide">First response</div>
+                    <div class="rounded-lg border {{ $this->firstResponseSlaClasses() }} p-3">
+                        <div class="flex items-start justify-between gap-3">
+                            <div>
+                                <div class="text-[0.68rem] font-semibold uppercase tracking-wide">First response</div>
+                                <div class="mt-1 text-sm font-black">{{ $this->firstResponseSlaHeadline() }}</div>
+                                <div class="mt-1 text-[0.68rem] font-semibold opacity-80">{{ $this->firstResponseSlaDetail() }}</div>
+                            </div>
+
+                            @if ($ticket->first_response_at)
+                                <span class="rounded-full bg-white/60 px-2 py-1 text-[0.6rem] font-black uppercase tracking-wide dark:bg-black/20">
+                                    Met
+                                </span>
+                            @endif
+                        </div>

                        @if ($ticket->first_response_at)
-                            <div class="mt-1 font-semibold">Responded</div>
-                            <div class="mt-1 text-[0.68rem] opacity-75">
-                                {{ $ticket->first_response_at->format('d M Y H:i') }}
-                            </div>
-                        @else
-                            <div class="mt-1 font-semibold">Awaiting public reply</div>
-                            <div class="mt-1 text-[0.68rem] opacity-75">Due
-                                {{ $ticket->sla_first_response_due_at?->format('d M Y H:i') ?? 'Not set' }}</div>
+                            <dl class="mt-3 grid gap-1 border-t border-current/15 pt-2 text-[0.65rem] font-semibold opacity-85">
+                                <div class="flex justify-between gap-3">
+                                    <dt>Responder</dt>
+                                    <dd class="text-right">{{ $this->firstResponderName() }}</dd>
+                                </div>
+                                <div class="flex justify-between gap-3">
+                                    <dt>Responded at</dt>
+                                    <dd class="text-right">{{ $ticket->first_response_at->format('d M Y H:i') }}</dd>
+                                </div>
+                            </dl>
                        @endif
                    </div>

-                    <div
-                        class="rounded-lg border {{ $ticket->sla_resolution_breached ? 'border-red-300 bg-red-50 text-red-900 dark:border-red-900 dark:bg-red-950 dark:text-red-100' : 'border-blue-200 bg-blue-50 text-blue-900 dark:border-blue-900 dark:bg-blue-950 dark:text-blue-100' }} p-3">
-                        <div class="text-[0.68rem] font-semibold uppercase tracking-wide">Resolution</div>
-                        <div class="mt-1">{{ $ticket->completed_at?->format('d M Y H:i') ?? 'Open' }}</div>
-                        <div class="mt-1 text-[0.68rem] opacity-75">Due
-                            {{ $ticket->sla_resolution_due_at?->format('d M Y H:i') ?? 'Not set' }}</div>
+                    <div class="rounded-lg border {{ $this->resolutionSlaClasses() }} p-3">
+                        <div class="flex items-start justify-between gap-3">
+                            <div>
+                                <div class="text-[0.68rem] font-semibold uppercase tracking-wide">Resolution</div>
+                                <div class="mt-1 text-sm font-black">{{ $this->resolutionSlaHeadline() }}</div>
+                                <div class="mt-1 text-[0.68rem] font-semibold opacity-80">{{ $this->resolutionSlaDetail() }}</div>
+                            </div>
+
+                            @if ($ticket->completed_at)
+                                <span class="rounded-full bg-white/60 px-2 py-1 text-[0.6rem] font-black uppercase tracking-wide dark:bg-black/20">
+                                    Closed
+                                </span>
+                            @endif
+                        </div>
                    </div>

                    <div class="grid grid-cols-2 gap-2 text-center">
@@ -938,6 +959,54 @@
                            </button>
                        </div>
                    </div>
+
+                    <div class="rounded-lg border border-zinc-200 bg-zinc-50 p-3 text-zinc-800 shadow-sm dark:border-zinc-700 dark:bg-zinc-950 dark:text-zinc-100">
+                        <div class="flex items-center justify-between gap-3">
+                            <div class="text-[0.68rem] font-black uppercase tracking-wide">SLA audit trail</div>
+                            <div class="text-[0.62rem] font-semibold text-zinc-500 dark:text-zinc-400">
+                                {{ $ticket->slaEvents->count() }} events
+                            </div>
+                        </div>
+
+                        <div class="mt-3 space-y-2">
+                            @forelse ($ticket->slaEvents->take(5) as $event)
+                                <div class="rounded-md border border-zinc-200 bg-white p-2 dark:border-zinc-700 dark:bg-zinc-900">
+                                    <div class="flex items-start justify-between gap-3">
+                                        <div>
+                                            <div class="font-bold">{{ $this->formatSlaEventName($event->event) }}</div>
+                                            <div class="mt-0.5 text-[0.62rem] text-zinc-500 dark:text-zinc-400">
+                                                {{ $event->occurred_at?->format('d M Y H:i') ?? 'Not timestamped' }}
+                                            </div>
+                                        </div>
+                                        <span class="rounded-full px-2 py-0.5 text-[0.58rem] font-black uppercase {{ $event->breached ? 'bg-red-100 text-red-800 dark:bg-red-950 dark:text-red-100' : 'bg-emerald-100 text-emerald-800 dark:bg-emerald-950 dark:text-emerald-100' }}">
+                                            {{ $event->breached ? 'Breached' : 'Met' }}
+                                        </span>
+                                    </div>
+
+                                    @if ($event->due_at || filled(data_get($event->meta, 'actor_name')))
+                                        <dl class="mt-2 grid gap-1 text-[0.6rem] text-zinc-600 dark:text-zinc-300">
+                                            @if ($event->due_at)
+                                                <div class="flex justify-between gap-2">
+                                                    <dt>Due</dt>
+                                                    <dd>{{ $event->due_at->format('d M Y H:i') }}</dd>
+                                                </div>
+                                            @endif
+                                            @if (filled(data_get($event->meta, 'actor_name')))
+                                                <div class="flex justify-between gap-2">
+                                                    <dt>Actor</dt>
+                                                    <dd>{{ data_get($event->meta, 'actor_name') }}</dd>
+                                                </div>
+                                            @endif
+                                        </dl>
+                                    @endif
+                                </div>
+                            @empty
+                                <div class="rounded-md border border-dashed border-zinc-300 p-3 text-center text-[0.65rem] font-semibold text-zinc-500 dark:border-zinc-700 dark:text-zinc-400">
+                                    No SLA events have been recorded yet.
+                                </div>
+                            @endforelse
+                        </div>
+                    </div>
                </div>
            </div>

@@ -52,7 +52,7 @@ final class SlaService
        $respondedAt = now();

        if ($ticket->first_response_at === null) {
-            $this->markFirstResponse($ticket, $respondedAt);
+            $this->markFirstResponse($ticket, $respondedAt, $actor);
        }

        $ticket->increment('public_replies_count');
@@ -76,6 +76,7 @@ final class SlaService
            ->where('ticket_id', $ticket->id)
            ->where('is_internal', false)
            ->whereNull('tombstoned_at')
+            ->with('user')
            ->oldest('created_at')
            ->first();

@@ -83,10 +84,10 @@ final class SlaService
            return;
        }

-        $this->markFirstResponse($ticket, $firstPublicComment->created_at ?? now());
+        $this->markFirstResponse($ticket, $firstPublicComment->created_at ?? now(), $firstPublicComment->user);
    }

-    private function markFirstResponse(Ticket $ticket, mixed $respondedAt): void
+    private function markFirstResponse(Ticket $ticket, mixed $respondedAt, ?User $actor = null): void
    {
        $respondedAt = $respondedAt instanceof \Illuminate\Support\Carbon
            ? $respondedAt
@@ -110,6 +111,11 @@ final class SlaService
                'due_at' => $ticket->sla_first_response_due_at,
                'occurred_at' => $respondedAt,
                'breached' => $breached,
+                'meta' => [
+                    'actor_id' => $actor?->id,
+                    'actor_name' => $actor?->name,
+                    'response_seconds' => max(0, ($ticket->created_at ?? $respondedAt)->diffInSeconds($respondedAt)),
+                ],
            ],
        );
    }
@@ -125,6 +131,9 @@ final class SlaService
            'due_at' => $ticket->sla_resolution_due_at,
            'occurred_at' => now(),
            'breached' => $breached,
+            'meta' => [
+                'resolved_seconds' => max(0, ($ticket->created_at ?? now())->diffInSeconds(now())),
+            ],
        ]);
    }

@@ -60,3 +60,15 @@
    - Added first-response SLA synchronisation for existing tickets that already have public replies but a missing first_response_at value.
    - Improved the SLA card wording so pending tickets say Awaiting public reply and responded tickets show Responded.
    - Added regression coverage for public response SLA state and preserved append-only changelog history.
+
+- version: 1.9.36
+  date: 2026-06-23
+  type: feature
+  summary: Add operational SLA status detail to Helpdesk ticket pages.
+  changes:
+    - Added first-response SLA wording that shows Responded, Responded late, Due soon, Breached, or Awaiting public reply as appropriate.
+    - Added responded-in duration, first responder name, and first public response timestamp to the SLA panel.
+    - Added resolution SLA wording with resolved-in duration and matching met, due-soon, and breached colour states.
+    - Added a compact SLA audit trail showing recorded SLA events, due times, breach/met state, and actor details where available.
+    - Updated public reply counting to include threaded public replies as well as root comments.
+    - Preserved append-only changelog history.
@@ -22,5 +22,5 @@
        "Modules\\Helpdesk\\Providers\\HelpdeskServiceProvider"
    ],
    "files": [],
-    "version": "1.9.35"
+    "version": "1.9.36"
 }