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

Modules/Helpdesk/Services/SlaService.php

@@ -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())),
+            ],
         ]);
     }