Implement transient SLAs

SLAs can be marked transient. When a ticket is assigned to a transient SLA
and it is transferred to a department or help topic having a default SLA,
the SLA will change to the SLA of the new department or help topic. This
process can continue as long as the ticket has a transient SLA assigned.
Once a non-transient SLA is assigned to the ticket, the SLA will no longer
change automatically. Thereafter, the SLA can only be manually changed.

include/class.config.php

@@ -48,6 +48,13 @@ class Config {
         return $this->section;
     }
 
+    function getInfo() {
+        $info = array();
+        foreach ($this->config as $key=>$setting)
+            $info[$key] = $setting['value'];
+        return $info;
+    }
+
     function get($key, $default=null) {
         if (isset($this->session[$key]))
             return $this->session[$key];
@@ -215,10 +222,7 @@ class OsticketConfig extends Config {
     }
 
     function getConfigInfo() {
-        $info = array();
-        foreach ($this->config as $key=>$setting)
-            $info[$key] = $setting['value'];
-        return $info;
+        return $this->getInfo();
     }
 
     function getTitle() {

include/class.sla.php

@@ -18,6 +18,7 @@ class SLA {
     var $id;
 
     var $info;
+    var $config;
 
     function SLA($id) {
         $this->id=0;
@@ -53,23 +54,33 @@ class SLA {
     function getGracePeriod() {
         return $this->ht['grace_period'];
     }
-        
+
     function getNotes() {
         return $this->ht['notes'];
     }
 
     function getHashtable() {
-        return  $this->ht;
+        return array_merge($this->getConfig()->getInfo(), $this->ht);
     }
 
     function getInfo() {
         return $this->getHashtable();
     }
 
+    function getConfig() {
+        if (!isset($this->config))
+            $this->config = new SlaConfig($this->getId());
+        return $this->config;
+    }
+
     function isActive() {
         return ($this->ht['isactive']);
     }
 
+    function isTransient() {
+        return $this->getConfig()->get('transient', false);
+    }
+
     function sendAlerts() {
         return (!$this->ht['disable_overdue_alerts']);
     }
@@ -83,11 +94,12 @@ class SLA {
     }
 
     function update($vars,&$errors) {
-        
+
         if(!SLA::save($this->getId(),$vars,$errors))
             return false;
 
         $this->reload();
+        $this->getConfig()->set('transient', isset($vars['transient']) ? 1 : 0);
 
         return true;
     }
@@ -111,7 +123,10 @@ class SLA {
 
     /** static functions **/
     function create($vars,&$errors) {
-        return SLA::save(0,$vars,$errors);
+        if (($id = SLA::save(0,$vars,$errors)) && ($sla = self::lookup($id)))
+            $sla->getConfig()->set('transient',
+                isset($vars['transient']) ? 1 : 0);
+        return $id;
     }
 
     function getSLAs() {
@@ -121,8 +136,8 @@ class SLA {
         if(($res=db_query($sql)) && db_num_rows($res)) {
             while($row=db_fetch_array($res))
                 $slas[$row['id']] = sprintf('%s (%d hrs - %s)',
-                        $row['name'], 
-                        $row['grace_period'], 
+                        $row['name'],
+                        $row['grace_period'],
                         $row['isactive']?'Active':'Disabled');
         }
 
@@ -150,7 +165,7 @@ class SLA {
             $errors['grace_period']='Grace period required';
         elseif(!is_numeric($vars['grace_period']))
             $errors['grace_period']='Numeric value required (in hours)';
-            
+
         if(!$vars['name'])
             $errors['name']='Name required';
         elseif(($sid=SLA::getIdByName($vars['name'])) && $sid!=$id)
@@ -183,4 +198,13 @@ class SLA {
         return false;
     }
 }
+
+require_once(INCLUDE_DIR.'class.config.php');
+class SlaConfig extends Config {
+    var $table = CONFIG_TABLE;
+
+    function SlaConfig($id) {
+        parent::Config("sla.$id");
+    }
+}
 ?>

include/class.ticket.php

@@ -584,7 +584,7 @@ class Ticket {
     /**
      * Selects the appropriate service-level-agreement plan for this ticket.
      * When tickets are transfered between departments, the SLA of the new
-     * department should be applied to the ticket. This would be usefule,
+     * department should be applied to the ticket. This would be useful,
      * for instance, if the ticket is transferred to a different department
      * which has a shorter grace period, the ticket should be considered
      * overdue in the shorter window now that it is owned by the new
@@ -1133,7 +1133,7 @@ class Ticket {
         $this->reload();
 
         // Set SLA of the new department
-        if(!$this->getSLAId())
+        if(!$this->getSLAId() || $this->getSLA()->isTransient())
             $this->selectSLAId();
 
         /*** log the transfer comments as internal note - with alerts disabled - ***/
@@ -1654,6 +1654,10 @@ class Ticket {
         $this->logNote('Ticket Updated', $vars['note'], $thisstaff);
         $this->reload();
 
+        // Reselect SLA if transient
+        if(!$this->getSLAId() || $this->getSLA()->isTransient())
+            $this->selectSLAId();
+
         //Clear overdue flag if duedate or SLA changes and the ticket is no longer overdue.
         if($this->isOverdue()
                 && (!$this->getEstDueDate() //Duedate + SLA cleared

include/staff/slaplan.inc.php

@@ -74,6 +74,16 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
                     <strong>Enable</strong> priority escalation on overdue tickets.
             </td>
         </tr>
+        <tr>
+            <td width="180">
+                Transient:
+            </td>
+            <td>
+                <input type="checkbox" name="transient" value="1" <?php echo $info['transient']?'checked="checked"':''; ?> >
+                SLA can be overwritten on ticket transfer or help topic
+                change
+            </td>
+        </tr>
         <tr>
             <td width="180">
                 Ticket Overdue Alerts: