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Change ticket by client report to report on resolved not closed tickets
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wrongecho committed Aug 29, 2024
1 parent d700289 commit 437067f
Showing 1 changed file with 15 additions and 13 deletions.
28 changes: 15 additions & 13 deletions report_ticket_by_client.php
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Original file line number Diff line number Diff line change
Expand Up @@ -5,6 +5,8 @@
validateTechRole();

function secondsToTime($inputSeconds) {
$inputSeconds = floor($inputSeconds);

$secondsInAMinute = 60;
$secondsInAnHour = 60 * $secondsInAMinute;
$secondsInADay = 24 * $secondsInAnHour;
Expand Down Expand Up @@ -78,9 +80,9 @@ function secondsToTime($inputSeconds) {
<tr>
<th>Client</th>
<th class="text-right">Tickets raised</th>
<th class="text-right">Tickets closed</th>
<th class="text-right">Tickets resolved</th>
<th class="text-right">Total Time worked <i>(H:M:S)</i></th>
<th class="text-right">Avg time to close</th>
<th class="text-right">Avg time to resolve</th>
</tr>
</thead>
<tbody>
Expand All @@ -94,13 +96,13 @@ function secondsToTime($inputSeconds) {
$row = mysqli_fetch_array($sql_ticket_raised_count);
$ticket_raised_count = intval($row['ticket_raised_count']);

// Calculate total tickets raised in period that are closed
$sql_ticket_closed_count = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS ticket_closed_count FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = $client_id AND ticket_closed_at IS NOT NULL");
$row = mysqli_fetch_array($sql_ticket_closed_count);
$ticket_closed_count = intval($row['ticket_closed_count']);
// Calculate total tickets raised in period that are resolved
$sql_ticket_resolved_count = mysqli_query($mysqli, "SELECT COUNT(ticket_id) AS ticket_resolved_count FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = $client_id AND ticket_resolved_at IS NOT NULL");
$row = mysqli_fetch_array($sql_ticket_resolved_count);
$ticket_resolved_count = intval($row['ticket_resolved_count']);

// Used to calculate average time to close tickets that were raised in period specified
$sql_tickets = mysqli_query($mysqli, "SELECT ticket_created_at, ticket_closed_at FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = $client_id AND ticket_closed_at IS NOT NULL");
// Used to calculate average time to resolve tickets that were raised in period specified
$sql_tickets = mysqli_query($mysqli, "SELECT ticket_created_at, ticket_resolved_at FROM tickets WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = $client_id AND ticket_resolved_at IS NOT NULL");

// Calculate total time tracked towards tickets in the period
$sql_time = mysqli_query($mysqli, "SELECT SEC_TO_TIME(SUM(TIME_TO_SEC(ticket_reply_time_worked))) as total_time FROM ticket_replies LEFT JOIN tickets ON tickets.ticket_id = ticket_replies.ticket_reply_ticket_id WHERE YEAR(ticket_created_at) = $year AND ticket_client_id = $client_id AND ticket_reply_time_worked IS NOT NULL");
Expand All @@ -114,21 +116,21 @@ function secondsToTime($inputSeconds) {
$total = 0;
while ($row = mysqli_fetch_array($sql_tickets)) {
$openedTime = new DateTime($row['ticket_created_at']);
$closedTime = new DateTime($row['ticket_closed_at']);
$resolvedTime = new DateTime($row['ticket_resolved_at']);

$total += ($closedTime->getTimestamp() - $openedTime->getTimestamp());
$total += ($resolvedTime->getTimestamp() - $openedTime->getTimestamp());
$count++;
}
$avg_time_to_close = $total / $count;
$avg_time_to_resolve = $total / $count;

?>

<tr>
<td><?php echo $client_name; ?></td>
<td class="text-right"><?php echo $ticket_raised_count; ?></td>
<td class="text-right"><?php echo $ticket_closed_count; ?></td>
<td class="text-right"><?php echo $ticket_resolved_count; ?></td>
<td class="text-right"><?php echo $ticket_total_time_worked; ?></td>
<td class="text-right"><?php echo secondsToTime($avg_time_to_close); ?></td>
<td class="text-right"><?php echo secondsToTime($avg_time_to_resolve); ?></td>
</tr>
<?php
}
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