LotusGuild/tinker_tickets
3
0
Fork 0
Code Issues 3 Pull Requests Actions Packages Projects Releases Wiki Activity

Fix avg resolution time using dedicated closed_at column

Browse Source 
The dashboard's "Avg Resolution" stat was using updated_at, which gets
overwritten on any post-close edit (title change, comment, etc.),
inflating the metric. Also fixes "Closed Today" count for the same reason.

- Add closed_at TIMESTAMP column to tickets table
- Set closed_at on close, preserve on re-edit, clear on reopen
- Update StatsModel queries to use closed_at instead of updated_at
- Add migration script with audit log backfill for existing tickets

Run: php scripts/add_closed_at_column.php

Co-Authored-By: Claude Opus 4.6 <noreply@anthropic.com>
This commit is contained in:
Jared Vititoe
2026-02-11 14:59:35 -05:00
parent bcc163bc77
commit 13f0fab138
3 changed files with 90 additions and 11 deletions
Download Patch File Download Diff File Expand all files Collapse all files

14
models/StatsModel.php
View File

@@ -84,12 +84,12 @@ class StatsModel {
* Get average resolution time in hours
*/
public function getAverageResolutionTime(): float {
$sql = "SELECT AVG(TIMESTAMPDIFF(HOUR, created_at, updated_at)) as avg_hours
$sql = "SELECT AVG(TIMESTAMPDIFF(HOUR, created_at, closed_at)) as avg_hours
FROM tickets
WHERE status = 'Closed'
AND created_at IS NOT NULL
AND updated_at IS NOT NULL
AND updated_at > created_at";
AND closed_at IS NOT NULL
AND closed_at > created_at";
$result = $this->conn->query($sql);
$row = $result->fetch_assoc();
return $row['avg_hours'] ? round($row['avg_hours'], 1) : 0;
@@ -119,7 +119,7 @@ class StatsModel {
* Get count of tickets closed today
*/
public function getTicketsClosedToday(): int {
$sql = "SELECT COUNT(*) as count FROM tickets WHERE status = 'Closed' AND DATE(updated_at) = CURDATE()";
$sql = "SELECT COUNT(*) as count FROM tickets WHERE status = 'Closed' AND DATE(closed_at) = CURDATE()";
$result = $this->conn->query($sql);
$row = $result->fetch_assoc();
return (int)$row['count'];
@@ -211,11 +211,11 @@ class StatsModel {
SUM(CASE WHEN status = 'Closed' THEN 1 ELSE 0 END) as closed_tickets,
SUM(CASE WHEN DATE(created_at) = CURDATE() THEN 1 ELSE 0 END) as created_today,
SUM(CASE WHEN YEARWEEK(created_at, 1) = YEARWEEK(CURDATE(), 1) THEN 1 ELSE 0 END) as created_this_week,
SUM(CASE WHEN status = 'Closed' AND DATE(updated_at) = CURDATE() THEN 1 ELSE 0 END) as closed_today,
SUM(CASE WHEN status = 'Closed' AND DATE(closed_at) = CURDATE() THEN 1 ELSE 0 END) as closed_today,
SUM(CASE WHEN assigned_to IS NULL AND status != 'Closed' THEN 1 ELSE 0 END) as unassigned,
SUM(CASE WHEN priority = 1 AND status != 'Closed' THEN 1 ELSE 0 END) as critical,
AVG(CASE WHEN status = 'Closed' AND updated_at > created_at
THEN TIMESTAMPDIFF(HOUR, created_at, updated_at) ELSE NULL END) as avg_resolution
AVG(CASE WHEN status = 'Closed' AND closed_at > created_at
THEN TIMESTAMPDIFF(HOUR, created_at, closed_at) ELSE NULL END) as avg_resolution
FROM tickets";
$countsResult = $this->conn->query($countsSql);