Hi all,

I have knocked up a little bit of code (probably not the best way but it works) to calculate the percentage of SLA time of a current ticket.

This is displayed in a new column in the ticket list. (see pic) This uses a pending mod in order to calculate the current ticket time minus any time in pending, aligned to ticket priority.

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I would love to expand this to subtract hours outside of office hours, but thats beyond my skills.

This is added to tickets.inc.php at the appropriate column/cell.

<?php

$startt = new DateTime($row);

$endt = new DateTime($row);

$reopendt = new DateTime($row);

$pendstartt = new DateTime($row);

$pendendt = new DateTime($row);

$pendtime = $pendstartt -> diff($pendendt);

$ticktime = $startt ->diff($endt);

$pendint = ($pendtime->d * 24 * 60) + ($pendtime->h * 60) + $pendtime->i;

$tickint = ($ticktime->d * 24 * 60) + ($ticktime->h * 60) + $ticktime->i;

$reopint = ($reopendt->d * 24 * 60) + ($reopendt->h * 60) + $reopendt->i;

$priority = $row;

$slaint = $tickint - $pendint;

if ($priority == 4){$slaper = ($slaint / 60) * 100;}

if ($priority == 3){$slaper = ($slaint / 240) * 100;}

if ($priority == 2){$slaper = ($slaint / 480) * 100;}

if ($priority == 1){$slaper = ($slaint / 2880) * 100;}

if ($slaper <=50) {

$slacolor = '#b5eaaa';

$percent = round($slaper,1);

}

if ($slaper >50 && $slaper <=99) {

$slacolor = '#ffe87c';

$percent = round($slaper,1);

}

if ($slaper >=100) {

$slaper = 100;

$slacolor = '#f88158';

$percent = round($slaper,1);

}

echo "<td align=center style='background-color:".$slacolor.";'>";

echo $percent;

?>%</td>

At the moment I have been unable to code for a couple of evantualities:

1. Ticket reopened - gives a huge negative percentage

2. Ticket unpended then repended - gives a huge negative.