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])