feat(helpdesk): add team workload dashboard with per-agent metrics

New standalone page (helpdesk/team) showing support agent workload aggregated from BC tickets. KPI bar (open, unassigned, avg age, resolved), per-agent table sorted by open tickets, period selector (30/90/180/365d). Global OData query via getTicketsForTeam() without customer filter. New permission helpdesk.team-workload.view with admin role assignment. Includes 6 PHPUnit tests for buildTeamWorkloadDashboard(). Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
2026-04-05 18:46:54 +02:00
parent aeb9c9f9fb
commit cae66e5361
18 changed files with 711 additions and 12 deletions
--- a/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorDetailService.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorDetailService.php
@@ -1575,4 +1575,124 @@ class DebitorDetailService

        return $indicators;
    }
+
+    /**
+     * Build a team workload dashboard from a global (non-customer-scoped) ticket set.
+     *
+     * Groups tickets by Support_User_Name and computes per-agent metrics.
+     * Unassigned tickets (empty Support_User_Name) are collected into a dedicated entry.
+     *
+     * @param array<int, array<string, mixed>> $tickets    Raw OData tickets
+     * @param int                              $periodDays One of 30, 90, 180, 365
+     *
+     * @return array{kpis: array<string, mixed>, members: array<int, array<string, mixed>>, meta: array<string, mixed>}
+     */
+    public static function buildTeamWorkloadDashboard(array $tickets, int $periodDays): array
+    {
+        $nowTs = time();
+        $periodStart = $nowTs - ($periodDays * 86400);
+        $criticalThresholdHours = 48;
+
+        /** @var array<string, array{display_name: string, support_user: string, open_tickets: int, critical_tickets: int, age_hours_sum: int, resolved_in_period: int}> $agents */
+        $agents = [];
+        $globalOpen = 0;
+        $globalUnassigned = 0;
+        $globalAgeSum = 0;
+        $globalOpenCount = 0;
+        $globalResolved = 0;
+
+        foreach ($tickets as $ticket) {
+            $state = trim((string) ($ticket['Ticket_State'] ?? ''));
+            $isClosed = self::isClosedTicketState($state)
+                || (int) ($ticket['Process_Stage'] ?? 0) === 40;
+
+            $rawUser = trim((string) ($ticket['Support_User_Name'] ?? ''));
+            $normalizedUser = $rawUser === '' ? '' : strtolower($rawUser);
+
+            $activityTs = self::resolveTicketActivityTimestamp($ticket);
+
+            if (!isset($agents[$normalizedUser])) {
+                $agents[$normalizedUser] = [
+                    'display_name' => $rawUser,
+                    'support_user' => $normalizedUser,
+                    'open_tickets' => 0,
+                    'critical_tickets' => 0,
+                    'age_hours_sum' => 0,
+                    'resolved_in_period' => 0,
+                ];
+            }
+
+            if ($isClosed) {
+                if ($activityTs !== null && $activityTs >= $periodStart) {
+                    $agents[$normalizedUser]['resolved_in_period']++;
+                    $globalResolved++;
+                }
+            } else {
+                $agents[$normalizedUser]['open_tickets']++;
+                $globalOpen++;
+
+                if ($rawUser === '') {
+                    $globalUnassigned++;
+                }
+
+                if ($activityTs !== null) {
+                    $ageHours = intdiv(max(0, $nowTs - $activityTs), 3600);
+                    $agents[$normalizedUser]['age_hours_sum'] += $ageHours;
+
+                    if ($ageHours > $criticalThresholdHours) {
+                        $agents[$normalizedUser]['critical_tickets']++;
+                    }
+
+                    $globalAgeSum += $ageHours;
+                    $globalOpenCount++;
+                }
+            }
+        }
+
+        $members = [];
+        foreach ($agents as $key => $agent) {
+            $avgAge = $agent['open_tickets'] > 0
+                ? (int) round($agent['age_hours_sum'] / $agent['open_tickets'])
+                : 0;
+
+            $members[] = [
+                'support_user' => $agent['support_user'],
+                'display_name' => $agent['display_name'],
+                'open_tickets' => $agent['open_tickets'],
+                'critical_tickets' => $agent['critical_tickets'],
+                'avg_age_hours' => $avgAge,
+                'resolved_in_period' => $agent['resolved_in_period'],
+            ];
+        }
+
+        usort($members, static function (array $a, array $b): int {
+            if ($a['support_user'] === '') {
+                return 1;
+            }
+            if ($b['support_user'] === '') {
+                return -1;
+            }
+
+            return $b['open_tickets'] <=> $a['open_tickets'];
+        });
+
+        $globalAvgAge = $globalOpenCount > 0
+            ? (int) round($globalAgeSum / $globalOpenCount)
+            : 0;
+
+        return [
+            'kpis' => [
+                'open_tickets' => $globalOpen,
+                'unassigned' => $globalUnassigned,
+                'avg_age_hours' => $globalAvgAge,
+                'resolved_in_period' => $globalResolved,
+            ],
+            'members' => $members,
+            'meta' => [
+                'period_days' => $periodDays,
+                'total_tickets' => count($tickets),
+                'unique_users' => count(array_filter(array_keys($agents), static fn (string $k): bool => $k !== '')),
+            ],
+        ];
+    }
 }