Upload via GUI (340 Dateien)

DeskHub-Webseite/cron/auto_close_tickets.php

@@ -52,6 +52,7 @@ function run_auto_close_tickets(PDO $pdo, bool $verbose = false): array
     foreach ($tickets as $t) {
         $pdo->prepare("UPDATE tickets SET status = 'closed', closed_at = ?, updated_at = ? WHERE id = ?")
             ->execute([$now, $now, $t['id']]);
+        ticket_sla_status_transition($pdo, (int) $t['id'], (string) $t['status'], 'closed');
         log_activity($pdo, (int) $t['id'], null, "Automatisch geschlossen (keine Kundenreaktion seit {$days} Tagen)");
         $closed++;
         if ($verbose) {

DeskHub-Webseite/cron/check_escalations.php

@@ -182,6 +182,7 @@ function run_check_escalations(PDO $pdo, bool $verbose = false): array
             if ($rule['action_set_status']) {
                 $pdo->prepare('UPDATE tickets SET status = ?, updated_at = ? WHERE id = ?')
                     ->execute([$rule['action_set_status'], $now, $ticket['id']]);
+                ticket_sla_status_transition($pdo, (int) $ticket['id'], (string) $ticket['status'], (string) $rule['action_set_status']);
                 $changes[] = 'Status gesetzt auf: ' . $rule['action_set_status'];
             }
 

DeskHub-Webseite/cron/check_sla.php

@@ -32,6 +32,7 @@ function run_check_sla(PDO $pdo, bool $verbose = false): array
         "SELECT t.*, d.email AS department_email, d.name AS department_name FROM tickets t
          JOIN departments d ON d.id = t.department_id
          WHERE t.status NOT IN ('resolved','closed')
+           AND t.sla_paused_at IS NULL
            AND t.resolution_due_at IS NOT NULL
            AND t.resolution_due_at < ?"
     );
@@ -44,6 +45,7 @@ function run_check_sla(PDO $pdo, bool $verbose = false): array
     foreach ($overdue as $t) {
         if (!$t['is_overdue']) {
             $pdo->prepare('UPDATE tickets SET is_overdue = 1 WHERE id = ?')->execute([$t['id']]);
+            ticket_sla_log_overdue($pdo, (int) $t['id'], 'resolution', (string) $t['resolution_due_at']);
             log_activity($pdo, $t['id'], null, 'SLA überschritten – Ticket als überfällig markiert');
 
             if ($t['department_email']) {
@@ -63,6 +65,12 @@ function run_check_sla(PDO $pdo, bool $verbose = false): array
         }
     }
 
+    $responseStmt = $pdo->prepare("SELECT id, first_response_due_at FROM tickets
+        WHERE first_responded_at IS NULL AND first_response_due_at IS NOT NULL AND first_response_due_at < ?
+          AND sla_paused_at IS NULL AND status NOT IN ('resolved','closed')");
+    $responseStmt->execute([$now]);
+    foreach ($responseStmt->fetchAll() as $ticket) ticket_sla_log_overdue($pdo, (int) $ticket['id'], 'first_response', (string) $ticket['first_response_due_at']);
+
     // Tickets, die nicht mehr überfällig sind (z.B. weil sie gelöst wurden), zurücksetzen
     $pdo->exec("UPDATE tickets SET is_overdue = 0 WHERE status IN ('resolved','closed') AND is_overdue = 1");
 

DeskHub-Webseite/cron/fetch_emails.php

@@ -198,8 +198,9 @@ function fetch_emails_for_account(PDO $pdo, array $account, bool $verbose): arra
                     'INSERT INTO ticket_threads (ticket_id, author_type, message, is_internal_note, created_at) VALUES (?,?,?,0,?)'
                 )->execute([$ticket['id'], 'customer', $body, $now]);
 
-                $newStatus = in_array($ticket['status'], ['answered', 'resolved']) ? 'open' : $ticket['status'];
+                $newStatus = in_array($ticket['status'], ['answered', 'resolved', 'pending']) ? 'open' : $ticket['status'];
                 $pdo->prepare('UPDATE tickets SET status=?, updated_at=? WHERE id=?')->execute([$newStatus, $now, $ticket['id']]);
+                ticket_sla_status_transition($pdo, (int) $ticket['id'], (string) $ticket['status'], $newStatus);
                 log_activity($pdo, $ticket['id'], null, 'Antwort per E-Mail empfangen');
                 notify_new_reply_channels($ticket, $body);
                 webhook_dispatch($pdo, 'ticket.replied', (int) $ticket['id'], ['author' => 'customer']);