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added correct SLA support

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Awaiting Response

No qualifying response yet

Due Soon

SLA is approaching its deadline

MET

SLA target achieved on time

BREACHED

SLA target missed
This commit is contained in:
Mark Gregory
2026-06-23 10:46:32 +01:00
parent d449f01593
commit 373f78ea15
5 changed files with 314 additions and 25 deletions
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Modules/Helpdesk/changelog.yaml
+12
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@@ -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.