MOD: Ticket SLA percentage calc.

rmcgeown

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.

blank

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.

rmcgeown

I think for OPEN tickets this needs to be calculated to NOW rather than CLOSED as they have not been closed yet!

For CLOSED tickets the above applies.

rmcgeown

Some updated code which seems to work better for me.

<?php

$start = new DateTime($row);

$pendst = new DateTIme($row);

$penden = new DateTime($row);

if ($row=='open'){

$end = new DateTime();

$pend = $pendst ->diff($penden);

$int = $start ->diff($end);

}

elseif ($row=='closed') {

$end = new DateTime($row);

$pend = $pendst ->diff($penden);

$int = $start ->diff($end);

}

elseif ($row=='pending'){

$end = new DateTime($row);

$int = $start ->diff($end);

}

$calct = ($int->d * 24 * 60) + ($int->h * 60) + $int->i;

$pendt = ($pend->d * 24 * 60) + ($pend->h * 60) + $pend->i;

if ($row=='4'){

$slatime = 60;

}

elseif ($row=='3'){

$slatime = 240;

}

elseif ($row=='2'){

$slatime = 480;

}

elseif ($row=='1'){

$slatime = 2880;

}

$slaper = (($calct-pendt)/$slatime)*100;

if($slaper >=100){

$slacolor = '#FF6633';

$slaper = 100;

}

if($slaper >=50 && $slaper <100){

$slacolor = '#FFCC00';

}

if($slaper <50) {

$slacolor = '#99FF00';

}

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

echo round($slaper,1);

?>%</td>

udhoble

for SLA features

Hi, I tried your steps however its failed to display necessary SLA.can you provide me some more details where I need to place those line in file.

Thanks in advance

sundog1

Hi,

If would be great if you could inform us where you placed this in the defaulted tickets.inc.php file?

Many thanks.

Alex Barrett

Update

Can you let us know ehere this has to be placed in the specified defaulted tickets.inc.php please