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first response initial pass

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This commit is contained in:
Mark Gregory
2026-06-23 10:36:18 +01:00
parent c86c804bcf
commit d449f01593
5 changed files with 93 additions and 20 deletions
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Modules/Helpdesk/changelog.yaml
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@@ -50,3 +50,13 @@
- Added the same visibility selector to threaded response forms so replies can be made public deliberately.
- Added public/internal badges to conversation entries so response visibility is obvious after posting.
- Preserved append-only changelog history and avoided adding unused JavaScript or orphan files.
- version: 1.9.35
date: 2026-06-23
type: bugfix
summary: Fix Helpdesk first-response SLA status after public replies.
changes:
- Updated public Helpdesk responses so they satisfy the first-response SLA state instead of only increasing the public reply counter.
- 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.