04/06 adding some additional functions

app/__init__.py

@@ -144,14 +144,59 @@ def create_app(config_name=None):
         _seed_admin(app)
         _seed_settings()
 
+    # ── SLA background scheduler ──────────────────────────────────────────────
+    # APScheduler runs inside the gunicorn worker process (single-worker
+    # eventlet setup), so no cross-process coordination is needed.
+    # The scheduler is only started in the main process — not during Flask's
+    # reloader child process — to prevent duplicate job execution.
+    _start_sla_scheduler(app)
+
     return app
 
 
+def _start_sla_scheduler(app):
+    """Start the APScheduler background job that checks for SLA breaches.
+
+    Safe to call on every app startup: the scheduler is idempotent and
+    jobstore deduplication prevents double-registration on hot-reloads.
+    Under gunicorn with preload_app=False each worker calls create_app()
+    once, so there is exactly one scheduler per worker.
+    """
+    # Skip inside Flask's reloader subprocess (identified by the env var it sets).
+    import os as _os
+    if _os.environ.get('WERKZEUG_RUN_MAIN') == 'true':
+        # Reloader is active — the child process will start its own scheduler.
+        return
+
+    try:
+        from apscheduler.schedulers.background import BackgroundScheduler
+        from apscheduler.triggers.interval import IntervalTrigger
+        from app.services.sla_service import check_sla_breaches
+
+        scheduler = BackgroundScheduler(daemon=True)
+        scheduler.add_job(
+            func     = check_sla_breaches,
+            trigger  = IntervalTrigger(minutes=30),
+            id       = 'sla_check',
+            name     = 'SLA Breach Check',
+            replace_existing = True,
+            args     = [app],
+        )
+        scheduler.start()
+        app.logger.info('[SLA] APScheduler started — SLA breach check every 30 minutes')
+    except Exception as exc:
+        app.logger.error(f'[SLA] Failed to start APScheduler: {exc}')
+
+
 def _seed_settings():
     """Ensure all required system settings exist with safe defaults."""
     from app.models import SystemSetting
     defaults = [
         ('registration_enabled', 'true',    'Allow new users to self-register via /auth/register'),
+        ('sla_critical_hours',   '4',       'Hours before a CRITICAL ticket is considered overdue'),
+        ('sla_high_hours',       '8',       'Hours before a HIGH ticket is considered overdue'),
+        ('sla_medium_hours',     '48',      'Hours before a MEDIUM ticket is considered overdue'),
+        ('sla_low_hours',        '120',     'Hours before a LOW ticket is considered overdue'),
         ('app_name',             'TechDesk', 'Application name shown in the sidebar and page titles'),
         ('app_subtitle',         'IT Helpdesk System', 'Subtitle shown below the app name in the sidebar'),
         ('company_name',         '',         'Company name shown on the login and register pages'),

app/models.py

@@ -360,3 +360,62 @@ class SystemSetting(db.Model):
 
     def __repr__(self):
         return f'<SystemSetting {self.key}={self.value}>'
+
+class TicketLink(db.Model):
+    """Bidirectional link between two related tickets.
+
+    A single row represents a symmetric relationship — if TKT-A is linked to
+    TKT-B, the link is stored once with ticket_id < linked_ticket_id (enforced
+    at the application layer).  Queries must search both columns to find all
+    links for a given ticket.
+
+    Use cases: duplicate tickets, related outages, follow-up work items.
+    """
+    __tablename__ = 'ticket_links'
+
+    id               = db.Column(db.Integer, primary_key=True)
+    ticket_id        = db.Column(db.Integer, db.ForeignKey('tickets.id'), nullable=False)
+    linked_ticket_id = db.Column(db.Integer, db.ForeignKey('tickets.id'), nullable=False)
+    link_type        = db.Column(db.String(20), default='related', nullable=False)
+    # link_type values: 'related' | 'duplicate' | 'follow_up'
+    created_by       = db.Column(db.Integer, db.ForeignKey('users.id'), nullable=False)
+    created_at       = db.Column(db.DateTime, default=datetime.utcnow)
+
+    ticket        = db.relationship('Ticket', foreign_keys=[ticket_id],
+                                    backref=db.backref('links_as_source', lazy='dynamic',
+                                                       cascade='all, delete-orphan'))
+    linked_ticket = db.relationship('Ticket', foreign_keys=[linked_ticket_id],
+                                    backref=db.backref('links_as_target', lazy='dynamic',
+                                                       cascade='all, delete-orphan'))
+    creator       = db.relationship('User', foreign_keys=[created_by])
+
+    __table_args__ = (
+        db.UniqueConstraint('ticket_id', 'linked_ticket_id', name='uq_ticket_link'),
+    )
+
+    def __repr__(self):
+        return f'<TicketLink {self.ticket_id} ↔ {self.linked_ticket_id} ({self.link_type})>'
+
+
+class CannedResponse(db.Model):
+    """Pre-written IT reply templates for common ticket scenarios.
+
+    IT staff can insert these into comment boxes with one click, saving
+    typing time for repetitive responses like 'please restart and confirm',
+    'escalating to vendor', or 'issue resolved after patch applied'.
+    """
+    __tablename__ = 'canned_responses'
+
+    id         = db.Column(db.Integer, primary_key=True)
+    title      = db.Column(db.String(120), nullable=False)
+    body       = db.Column(db.Text, nullable=False)
+    category   = db.Column(db.String(50))   # optional grouping label
+    created_by = db.Column(db.Integer, db.ForeignKey('users.id'), nullable=False)
+    created_at = db.Column(db.DateTime, default=datetime.utcnow)
+    updated_at = db.Column(db.DateTime, default=datetime.utcnow, onupdate=datetime.utcnow)
+    is_active  = db.Column(db.Boolean, default=True, nullable=False)
+
+    creator    = db.relationship('User', foreign_keys=[created_by])
+
+    def __repr__(self):
+        return f'<CannedResponse {self.title}>'

app/routes/admin.py

@@ -11,7 +11,7 @@ from werkzeug.utils import secure_filename
 import bleach
 from app import db, limiter
 from app.models import (User, Ticket, Comment, ActivityLog, KnowledgeBase,
-                        KBAttachment, UserRole, TicketStatus)
+                        KBAttachment, UserRole, TicketStatus, CannedResponse)
 from app.services.log_service import log_action
 from app.services.validation_service import validate_password, validate_file
 
@@ -851,6 +851,85 @@ def export_tickets():
     )
 
 
+# ─── Canned Responses Management ─────────────────────────────────────────────
+
+@admin_bp.route('/canned-responses')
+@login_required
+@it_required
+def canned_responses():
+    """List all canned responses."""
+    items = CannedResponse.query.order_by(
+        CannedResponse.category, CannedResponse.title
+    ).all()
+    categories = sorted({r.category for r in items if r.category})
+    return render_template('admin/canned_responses.html',
+                           items=items, categories=categories)
+
+
+@admin_bp.route('/canned-responses/new', methods=['GET', 'POST'])
+@login_required
+@it_required
+def canned_response_new():
+    if request.method == 'POST':
+        title    = request.form.get('title', '').strip()
+        body     = request.form.get('body', '').strip()
+        category = request.form.get('category', '').strip()
+        if not title or not body:
+            flash('Title and body are required.', 'danger')
+            return render_template('admin/canned_response_edit.html', item=None)
+        item = CannedResponse(
+            title      = title,
+            body       = body,
+            category   = category or None,
+            created_by = current_user.id,
+        )
+        db.session.add(item)
+        db.session.flush()
+        log_action(current_user.id, 'canned_response_create', 'canned_response', item.id,
+                   f'title={title}')
+        db.session.commit()
+        logger.info(f'[CANNED RESPONSE CREATE] id={item.id} by user_id={current_user.id}')
+        flash('Canned response created.', 'success')
+        return redirect(url_for('admin.canned_responses'))
+    return render_template('admin/canned_response_edit.html', item=None)
+
+
+@admin_bp.route('/canned-responses/<int:item_id>/edit', methods=['GET', 'POST'])
+@login_required
+@it_required
+def canned_response_edit(item_id):
+    item = db.session.get(CannedResponse, item_id) or abort(404)
+    if request.method == 'POST':
+        item.title     = request.form.get('title', item.title).strip()
+        item.body      = request.form.get('body', item.body).strip()
+        item.category  = request.form.get('category', '').strip() or None
+        item.is_active = bool(request.form.get('is_active'))
+        if not item.title or not item.body:
+            flash('Title and body are required.', 'danger')
+            return render_template('admin/canned_response_edit.html', item=item)
+        log_action(current_user.id, 'canned_response_edit', 'canned_response', item.id,
+                   f'title={item.title}')
+        db.session.commit()
+        logger.info(f'[CANNED RESPONSE EDIT] id={item.id} by user_id={current_user.id}')
+        flash('Canned response updated.', 'success')
+        return redirect(url_for('admin.canned_responses'))
+    return render_template('admin/canned_response_edit.html', item=item)
+
+
+@admin_bp.route('/canned-responses/<int:item_id>/delete', methods=['POST'])
+@login_required
+@it_required
+def canned_response_delete(item_id):
+    item = db.session.get(CannedResponse, item_id) or abort(404)
+    log_action(current_user.id, 'canned_response_delete', 'canned_response', item.id,
+               f'title={item.title}')
+    logger.info(f'[CANNED RESPONSE DELETE] id={item.id} by user_id={current_user.id}')
+    db.session.delete(item)
+    db.session.commit()
+    flash('Canned response deleted.', 'success')
+    return redirect(url_for('admin.canned_responses'))
+
+
 def _roles():
     return [UserRole.EMPLOYEE, UserRole.IT_STAFF, UserRole.ADMIN]
 

app/routes/tickets.py

@@ -9,12 +9,13 @@ from werkzeug.utils import secure_filename
 from app import db
 from app.models import (Ticket, Comment, Attachment, Notification,
                         TicketStatus, TicketPriority, TicketCategory,
-                        User, UserRole, KnowledgeBase)
+                        User, UserRole, KnowledgeBase, TicketLink, CannedResponse)
 from app.services.notification_service import (
     notify_new_ticket, notify_status_change,
     notify_comment_added, notify_assignment,
 )
 from app.services.log_service import log_action, log_ticket_history
+from app.services.sla_service import clear_sla_notification
 from app.services.validation_service import validate_file, render_comment_body
 
 tickets_bp = Blueprint('tickets', __name__)
@@ -162,6 +163,7 @@ def create_ticket():
             asset_tag      = asset_tag,
             created_by_id  = current_user.id,
             status         = TicketStatus.OPEN,
+            due_date       = _sla_due_date(priority),  # auto-set SLA deadline
         )
         ticket.ticket_number = ticket.generate_ticket_number()
         db.session.add(ticket)
@@ -250,6 +252,7 @@ def create_ticket_behalf():
             created_by_id       = employee.id,      # ticket belongs to the employee
             created_by_staff_id = current_user.id,  # IT staff who filed it
             status              = TicketStatus.OPEN,
+            due_date            = _sla_due_date(priority),  # auto-set SLA deadline
         )
         ticket.ticket_number = ticket.generate_ticket_number()
         db.session.add(ticket)
@@ -421,10 +424,28 @@ def ticket_detail(ticket_id):
 
     history = ticket.history.order_by('changed_at').all()
 
+    # Collect all links for this ticket from both directions
+    links_src = ticket.links_as_source.all()
+    links_tgt = ticket.links_as_target.all()
+    # Build a unified list of (link_obj, other_ticket) tuples for the template
+    linked_tickets = (
+        [(lnk, lnk.linked_ticket) for lnk in links_src] +
+        [(lnk, lnk.ticket)        for lnk in links_tgt]
+    )
+
+    # Canned responses for IT staff comment form
+    canned_responses = []
+    if current_user.is_it_staff:
+        canned_responses = CannedResponse.query.filter_by(is_active=True).order_by(
+            CannedResponse.category, CannedResponse.title
+        ).all()
+
     return render_template('tickets/detail.html',
         ticket=ticket, comments=comments,
         it_staff=it_staff, history=history,
         statuses=_statuses(), priorities=_priorities(),
+        linked_tickets=linked_tickets,
+        canned_responses=canned_responses,
     )
 
 
@@ -456,8 +477,12 @@ def update_ticket(ticket_id):
         changes.append(f'status: {old_status} → {new_status}')
         if new_status == TicketStatus.RESOLVED:
             ticket.resolved_at = datetime.utcnow()
+            clear_sla_notification(ticket.id)   # remove from breach suppression list
         elif new_status == TicketStatus.CLOSED:
             ticket.closed_at = datetime.utcnow()
+            clear_sla_notification(ticket.id)   # remove from breach suppression list
+        elif new_status == TicketStatus.OPEN:
+            clear_sla_notification(ticket.id)   # re-opened — allow fresh breach alerts
 
     if new_priority != old_priority:
         ticket.priority = new_priority
@@ -652,8 +677,179 @@ def kb_article(article_id):
     return render_template('tickets/kb_article.html', article=article)
 
 
+# ─── Ticket Link / Unlink ────────────────────────────────────────────────────
+
+@tickets_bp.route('/tickets/<int:ticket_id>/link', methods=['POST'])
+@login_required
+def link_ticket(ticket_id):
+    """Create a bidirectional link between two tickets (IT staff only)."""
+    if not current_user.is_it_staff:
+        abort(403)
+
+    ticket = db.session.get(Ticket, ticket_id) or abort(404)
+    other_id  = request.form.get('linked_ticket_id', type=int)
+    link_type = request.form.get('link_type', 'related')
+
+    if not other_id:
+        flash('Please specify a ticket to link.', 'danger')
+        return redirect(url_for('tickets.ticket_detail', ticket_id=ticket_id))
+
+    if other_id == ticket_id:
+        flash('A ticket cannot be linked to itself.', 'danger')
+        return redirect(url_for('tickets.ticket_detail', ticket_id=ticket_id))
+
+    other = db.session.get(Ticket, other_id)
+    if not other:
+        flash(f'Ticket #{other_id} not found.', 'danger')
+        return redirect(url_for('tickets.ticket_detail', ticket_id=ticket_id))
+
+    # Enforce canonical ordering (smaller id first) for the uniqueness constraint
+    a, b = sorted([ticket_id, other_id])
+    existing = TicketLink.query.filter_by(ticket_id=a, linked_ticket_id=b).first()
+    if existing:
+        flash(f'These tickets are already linked.', 'warning')
+        return redirect(url_for('tickets.ticket_detail', ticket_id=ticket_id))
+
+    if link_type not in ('related', 'duplicate', 'follow_up'):
+        link_type = 'related'
+
+    link = TicketLink(
+        ticket_id        = a,
+        linked_ticket_id = b,
+        link_type        = link_type,
+        created_by       = current_user.id,
+    )
+    db.session.add(link)
+    log_action(current_user.id, 'ticket_link_create', 'ticket', ticket_id,
+               f'linked_to={other_id} type={link_type}')
+    db.session.commit()
+    logger.info(f'[TICKET LINK] ticket_id={a} linked_ticket_id={b} '
+                f'type={link_type} by user_id={current_user.id}')
+    flash(f'Linked to {other.ticket_number} ({link_type.replace("_", " ")}).', 'success')
+    return redirect(url_for('tickets.ticket_detail', ticket_id=ticket_id))
+
+
+@tickets_bp.route('/tickets/<int:ticket_id>/unlink/<int:link_id>', methods=['POST'])
+@login_required
+def unlink_ticket(ticket_id, link_id):
+    """Remove a ticket link (IT staff only)."""
+    if not current_user.is_it_staff:
+        abort(403)
+    link = db.session.get(TicketLink, link_id) or abort(404)
+    if link.ticket_id != ticket_id and link.linked_ticket_id != ticket_id:
+        abort(403)
+    log_action(current_user.id, 'ticket_link_delete', 'ticket', ticket_id,
+               f'link_id={link_id} removed')
+    logger.info(f'[TICKET UNLINK] link_id={link_id} ticket_id={ticket_id} '
+                f'by user_id={current_user.id}')
+    db.session.delete(link)
+    db.session.commit()
+    flash('Link removed.', 'success')
+    return redirect(url_for('tickets.ticket_detail', ticket_id=ticket_id))
+
+
+# ─── Ticket Re-open ───────────────────────────────────────────────────────────
+
+@tickets_bp.route('/tickets/<int:ticket_id>/reopen', methods=['POST'])
+@login_required
+def reopen_ticket(ticket_id):
+    """Allow the ticket creator to re-open a resolved or closed ticket.
+
+    A re-open creates a comment with the employee's explanation, resets the
+    ticket status to Open, and notifies all IT staff so the ticket resurfaces
+    in the queue without being lost.
+    """
+    ticket = db.session.get(Ticket, ticket_id) or abort(404)
+
+    # Only the original creator (or IT staff) can re-open
+    if not current_user.is_it_staff and ticket.created_by_id != current_user.id:
+        abort(403)
+
+    if ticket.status not in (TicketStatus.RESOLVED, TicketStatus.CLOSED):
+        flash('Only resolved or closed tickets can be re-opened.', 'warning')
+        return redirect(url_for('tickets.ticket_detail', ticket_id=ticket_id))
+
+    reason = request.form.get('reopen_reason', '').strip()
+    if not reason:
+        flash('Please describe why the issue has returned.', 'danger')
+        return redirect(url_for('tickets.ticket_detail', ticket_id=ticket_id))
+
+    old_status    = ticket.status
+    ticket.status = TicketStatus.OPEN
+    ticket.resolved_at = None  # clear resolved timestamp
+
+    # Clear SLA suppression so the re-opened ticket can breach again if neglected
+    from app.services.sla_service import clear_sla_notification
+    clear_sla_notification(ticket.id)
+
+    # Post a system comment documenting the re-open
+    reopen_body = render_comment_body(
+        f'**Issue has returned — ticket re-opened**\n\n{reason}'
+    )
+    comment = Comment(
+        ticket_id  = ticket.id,
+        author_id  = current_user.id,
+        body       = reopen_body,
+        is_internal= False,
+    )
+    db.session.add(comment)
+    db.session.flush()
+
+    log_ticket_history(ticket, 'status', old_status, TicketStatus.OPEN, current_user.id)
+    log_action(current_user.id, 'ticket_reopen', 'ticket', ticket.id,
+               f'previous_status={old_status} reason_len={len(reason)}')
+    db.session.commit()
+    logger.info(f'[TICKET REOPEN] ticket_id={ticket.id} '
+                f'previous_status={old_status} by user_id={current_user.id}')
+
+    # Notify IT staff that the ticket has been re-opened
+    notify_status_change(ticket, old_status, current_user)
+    flash('Ticket re-opened. IT staff have been notified.', 'success')
+    return redirect(url_for('tickets.ticket_detail', ticket_id=ticket_id))
+
+
+# ─── Canned Responses API (IT only) ──────────────────────────────────────────
+
+@tickets_bp.route('/canned-responses')
+@login_required
+def get_canned_responses():
+    """Return active canned responses as JSON for the comment form picker."""
+    if not current_user.is_it_staff:
+        abort(403)
+    responses = CannedResponse.query.filter_by(is_active=True).order_by(
+        CannedResponse.category, CannedResponse.title
+    ).all()
+    return __import__('flask').jsonify({'responses': [
+        {
+            'id'      : r.id,
+            'title'   : r.title,
+            'body'    : r.body,
+            'category': r.category or '',
+        }
+        for r in responses
+    ]})
+
+
 # ─── Helpers ─────────────────────────────────────────────────────────────────
 
+def _sla_due_date(priority: str) -> 'datetime':
+    """Return the SLA due datetime for a ticket based on its priority.
+
+    Thresholds are read from SystemSetting so admins can tune them in-app
+    without a code deploy. Falls back to config values if settings are absent.
+    """
+    from app.models import SystemSetting
+    hours_map = {
+        TicketPriority.CRITICAL: int(SystemSetting.get('sla_critical_hours', current_app.config.get('SLA_CRITICAL_HOURS', 4))),
+        TicketPriority.HIGH:     int(SystemSetting.get('sla_high_hours',     current_app.config.get('SLA_HIGH_HOURS',     8))),
+        TicketPriority.MEDIUM:   int(SystemSetting.get('sla_medium_hours',   current_app.config.get('SLA_MEDIUM_HOURS',   48))),
+        TicketPriority.LOW:      int(SystemSetting.get('sla_low_hours',      current_app.config.get('SLA_LOW_HOURS',      120))),
+    }
+    from datetime import timedelta
+    hours = hours_map.get(priority, 48)
+    return datetime.utcnow() + timedelta(hours=hours)
+
+
 def _statuses():
     return [TicketStatus.OPEN, TicketStatus.IN_PROGRESS,
             TicketStatus.PENDING, TicketStatus.RESOLVED, TicketStatus.CLOSED]

app/services/notification_service.py

@@ -335,12 +335,18 @@ def notify_comment_added(comment):
 
 
 def notify_assignment(ticket, assigned_by):
-    """Notify newly assigned IT staff member."""
+    """Notify newly assigned IT staff member AND the ticket creator (employee).
+
+    The employee who submitted the ticket (or on whose behalf it was filed)
+    receives a confirmation that their issue has been picked up, giving
+    them visibility without requiring them to poll the ticket page.
+    """
     if not ticket.assigned_to_id:
         return
-    base_url = current_app.config.get('APP_BASE_URL', '')
+    base_url   = current_app.config.get('APP_BASE_URL', '')
     ticket_url = f"{base_url}/tickets/{ticket.id}"
 
+    # ── Notify the IT staff assignee ──────────────────────────────────────────
     create_notification(
         user_id   = ticket.assigned_to_id,
         notif_type= NotificationType.TICKET_ASSIGNED,
@@ -349,7 +355,6 @@ def notify_assignment(ticket, assigned_by):
         ticket_id = ticket.id,
         link      = f'/tickets/{ticket.id}',
     )
-    db.session.commit()
     if ticket.assignee and ticket.assignee.email_notif:
         html = render_template_string(_STATUS_UPDATE_EMAIL,
             ticket_number = ticket.ticket_number,
@@ -362,4 +367,41 @@ def notify_assignment(ticket, assigned_by):
             [ticket.assignee.email],
             html,
         )
-    logger.info(f'[TICKET ASSIGN] ticket_id={ticket.id} assigned_to={ticket.assigned_to_id} by={assigned_by.id}')
+
+    # ── Notify the ticket creator (employee) ──────────────────────────────────
+    # Only notify if the creator is not the assignee — avoids a redundant
+    # self-notification when IT staff file and assign their own tickets.
+    if ticket.created_by_id != ticket.assigned_to_id:
+        assignee_name = ticket.assignee.full_name if ticket.assignee else 'an IT staff member'
+        employee_msg  = (
+            f'Your ticket "{ticket.title}" has been picked up by {assignee_name}. '
+            f'You will be notified as soon as there is an update.'
+        )
+        create_notification(
+            user_id   = ticket.created_by_id,
+            notif_type= NotificationType.TICKET_ASSIGNED,
+            title     = f'Ticket {ticket.ticket_number} — Now Being Worked On',
+            message   = employee_msg,
+            ticket_id = ticket.id,
+            link      = f'/tickets/{ticket.id}',
+        )
+        creator = db.session.get(User, ticket.created_by_id)
+        if creator and creator.email_notif:
+            html = render_template_string(_STATUS_UPDATE_EMAIL,
+                ticket_number = ticket.ticket_number,
+                title         = ticket.title,
+                message       = employee_msg,
+                ticket_url    = ticket_url,
+            )
+            send_email(
+                f'[Ticket Update] {ticket.ticket_number} — Now Being Worked On',
+                [creator.email],
+                html,
+            )
+
+    db.session.commit()
+    logger.info(
+        f'[TICKET ASSIGN] ticket_id={ticket.id} '
+        f'assigned_to={ticket.assigned_to_id} by={assigned_by.id} '
+        f'employee_notified={ticket.created_by_id != ticket.assigned_to_id}'
+    )

app/services/sla_service.py

@@ -0,0 +1,294 @@
+"""
+SLA Service — breach detection and automatic due-date enforcement.
+
+Responsibilities
+----------------
+1. check_sla_breaches(app)
+   Called every 30 minutes by APScheduler.  Finds all open/in-progress
+   tickets whose due_date has passed and whose SLA breach has not yet
+   been notified.  Sends in-app notifications to the assignee (if any)
+   and to every active IT admin, then stamps the ticket so repeat
+   notifications are suppressed until the ticket is updated.
+
+2. set_due_date(ticket)
+   Convenience helper called by the ticket-creation routes so due dates
+   are always derived from the same single source of truth.
+
+Notification suppression
+------------------------
+A dedicated SystemSetting key  sla_notified_tickets  stores a
+comma-separated list of ticket IDs that have already received a breach
+notification.  When a ticket is resolved or closed the ID is removed
+from the list so the suppression does not persist across re-opens
+(edge case: ticket re-opened after resolution — unlikely but handled).
+
+Design notes
+------------
+- Runs inside the gunicorn worker process (no separate process needed).
+- Uses app.app_context() so SQLAlchemy sessions are properly scoped.
+- All DB writes commit independently from the main request cycle.
+- Errors are logged but never raised — a scheduler failure must not
+  bring down the web process.
+"""
+
+import logging
+from datetime import datetime, timedelta
+
+logger = logging.getLogger(__name__)
+
+# ── Priority → SLA hours mapping (fallback if SystemSetting is absent) ────────
+_DEFAULT_SLA_HOURS = {
+    'critical': 4,
+    'high':     8,
+    'medium':   48,
+    'low':      120,
+}
+
+_SETTING_KEYS = {
+    'critical': 'sla_critical_hours',
+    'high':     'sla_high_hours',
+    'medium':   'sla_medium_hours',
+    'low':      'sla_low_hours',
+}
+
+
+def _get_sla_hours(priority: str, app) -> int:
+    """Return SLA hours for *priority*, reading from SystemSetting first."""
+    from app.models import SystemSetting
+    key     = _SETTING_KEYS.get(priority, 'sla_medium_hours')
+    config_key = f'SLA_{priority.upper()}_HOURS'
+    default = app.config.get(config_key, _DEFAULT_SLA_HOURS.get(priority, 48))
+    raw = SystemSetting.get(key)
+    try:
+        return int(raw) if raw is not None else int(default)
+    except (ValueError, TypeError):
+        return int(default)
+
+
+def set_due_date(ticket, app):
+    """Set ticket.due_date from SLA config if not already set.
+
+    Callers are responsible for committing after calling this function.
+    """
+    if ticket.due_date:
+        return   # already set — respect manual override
+    hours = _get_sla_hours(ticket.priority, app)
+    ticket.due_date = datetime.utcnow() + timedelta(hours=hours)
+
+
+# ── SLA breach notification email template ────────────────────────────────────
+
+_SLA_BREACH_EMAIL = """
+<html><body style="font-family:Arial,sans-serif;background:#f4f4f4;padding:20px;">
+<div style="max-width:600px;margin:0 auto;background:#fff;border-radius:8px;
+            overflow:hidden;box-shadow:0 2px 8px rgba(0,0,0,.1);">
+  <div style="background:#7f1d1d;padding:24px 32px;">
+    <h1 style="color:#fca5a5;margin:0;font-size:22px;">⏰ SLA Breach — Action Required</h1>
+  </div>
+  <div style="padding:32px;">
+    <p style="color:#555;margin-top:0;">
+      The following ticket has exceeded its SLA response target and requires immediate attention.
+    </p>
+    <table style="width:100%;border-collapse:collapse;margin:16px 0;">
+      <tr><td style="padding:8px;color:#888;width:140px;">Ticket #</td>
+          <td style="padding:8px;font-weight:bold;">{{ ticket_number }}</td></tr>
+      <tr style="background:#f9f9f9;">
+          <td style="padding:8px;color:#888;">Title</td>
+          <td style="padding:8px;">{{ title }}</td></tr>
+      <tr><td style="padding:8px;color:#888;">Priority</td>
+          <td style="padding:8px;">
+            <span style="background:{{ priority_color }};color:#fff;
+                         padding:2px 8px;border-radius:4px;">{{ priority }}</span>
+          </td></tr>
+      <tr style="background:#f9f9f9;">
+          <td style="padding:8px;color:#888;">Status</td>
+          <td style="padding:8px;">{{ status }}</td></tr>
+      <tr><td style="padding:8px;color:#888;">Assigned To</td>
+          <td style="padding:8px;">{{ assigned_to }}</td></tr>
+      <tr style="background:#fef2f2;">
+          <td style="padding:8px;color:#888;">Due Date</td>
+          <td style="padding:8px;color:#dc2626;font-weight:bold;">{{ due_date }} (overdue)</td></tr>
+    </table>
+    <a href="{{ ticket_url }}"
+       style="display:inline-block;background:#dc2626;color:#fff;
+              padding:12px 24px;border-radius:6px;text-decoration:none;margin-top:8px;">
+      View &amp; Action Ticket
+    </a>
+  </div>
+  <div style="background:#f4f4f4;padding:16px 32px;text-align:center;
+              color:#999;font-size:12px;">
+    IT Helpdesk System &bull; This is an automated SLA alert.
+  </div>
+</div>
+</body></html>
+"""
+
+
+def _priority_color(priority: str) -> str:
+    return {
+        'low':      '#28a745',
+        'medium':   '#ffc107',
+        'high':     '#dc3545',
+        'critical': '#7f1d1d',
+    }.get(priority, '#6c757d')
+
+
+def check_sla_breaches(app):
+    """Scheduled job: find overdue tickets and notify responsible parties.
+
+    Safe to call repeatedly — already-notified tickets are suppressed via
+    the  sla_notified_tickets  SystemSetting key.  The suppression list is
+    cleared for a ticket when it transitions to resolved/closed (handled by
+    the update_ticket route clearing it on status change) or when the ticket
+    is re-opened, ensuring fresh notifications if the issue resurfaces.
+    """
+    with app.app_context():
+        try:
+            _run_sla_check(app)
+        except Exception as exc:
+            logger.error(f'[SLA] Unhandled error in check_sla_breaches: {exc}', exc_info=True)
+
+
+def _run_sla_check(app):
+    from app import db
+    from app.models import (
+        Ticket, TicketStatus, User, UserRole,
+        NotificationType, SystemSetting,
+    )
+    from app.services.notification_service import create_notification, send_email
+    from flask import render_template_string
+
+    now = datetime.utcnow()
+
+    # ── Load suppression list ──────────────────────────────────────────────────
+    raw = SystemSetting.get('sla_notified_tickets', '')
+    already_notified = set(int(x) for x in raw.split(',') if x.strip().isdigit())
+
+    # ── Query overdue open tickets ─────────────────────────────────────────────
+    overdue = Ticket.query.filter(
+        Ticket.status.in_([TicketStatus.OPEN, TicketStatus.IN_PROGRESS]),
+        Ticket.due_date.isnot(None),
+        Ticket.due_date < now,
+    ).all()
+
+    if not overdue:
+        logger.info(f'[SLA] Check complete — no overdue tickets at {now.strftime("%Y-%m-%d %H:%M")}')
+        return
+
+    base_url    = app.config.get('APP_BASE_URL', '')
+    it_dept_email = app.config.get('IT_DEPT_EMAIL', '')
+
+    newly_notified = []
+
+    for ticket in overdue:
+        if ticket.id in already_notified:
+            continue   # already sent — skip
+
+        ticket_url    = f'{base_url}/tickets/{ticket.id}'
+        overdue_mins  = int((now - ticket.due_date).total_seconds() / 60)
+        overdue_label = (
+            f'{overdue_mins // 60}h {overdue_mins % 60}m'
+            if overdue_mins >= 60 else f'{overdue_mins}m'
+        )
+
+        logger.warning(
+            f'[SLA BREACH] ticket_id={ticket.id} number={ticket.ticket_number} '
+            f'priority={ticket.priority} overdue_by={overdue_label} '
+            f'due={ticket.due_date.strftime("%Y-%m-%d %H:%M")} '
+            f'assigned_to={ticket.assigned_to_id}'
+        )
+
+        # Build the email
+        html = render_template_string(
+            _SLA_BREACH_EMAIL,
+            ticket_number  = ticket.ticket_number,
+            title          = ticket.title,
+            priority       = ticket.priority.upper(),
+            priority_color = _priority_color(ticket.priority),
+            status         = ticket.status.replace('_', ' ').title(),
+            assigned_to    = ticket.assignee.full_name if ticket.assignee else 'Unassigned',
+            due_date       = ticket.due_date.strftime('%b %d, %Y %H:%M UTC'),
+            ticket_url     = ticket_url,
+        )
+
+        subject = (
+            f'[SLA BREACH] {ticket.ticket_number} — {ticket.priority.upper()} '
+            f'ticket overdue by {overdue_label}'
+        )
+
+        notif_title   = f'⏰ SLA Breach: {ticket.ticket_number}'
+        notif_message = (
+            f'{ticket.priority.upper()} priority ticket "{ticket.title}" '
+            f'is overdue by {overdue_label}.'
+        )
+
+        notified_user_ids = set()
+
+        # Notify assignee (in-app + email)
+        if ticket.assigned_to_id:
+            create_notification(
+                user_id   = ticket.assigned_to_id,
+                notif_type= NotificationType.TICKET_UPDATED,
+                title     = notif_title,
+                message   = notif_message,
+                ticket_id = ticket.id,
+                link      = f'/tickets/{ticket.id}',
+            )
+            if ticket.assignee and ticket.assignee.email_notif:
+                send_email(subject, [ticket.assignee.email], html)
+            notified_user_ids.add(ticket.assigned_to_id)
+
+        # Notify all active IT admins (in-app + IT dept email)
+        admins = User.query.filter(
+            User.role == UserRole.ADMIN,
+            User.is_active == True,
+        ).all()
+        for admin in admins:
+            if admin.id not in notified_user_ids:
+                create_notification(
+                    user_id   = admin.id,
+                    notif_type= NotificationType.TICKET_UPDATED,
+                    title     = notif_title,
+                    message   = notif_message,
+                    ticket_id = ticket.id,
+                    link      = f'/tickets/{ticket.id}',
+                )
+                notified_user_ids.add(admin.id)
+
+        # One email to the IT department inbox
+        if it_dept_email:
+            send_email(subject, [it_dept_email], html)
+
+        newly_notified.append(ticket.id)
+        db.session.commit()
+
+    # ── Update suppression list ────────────────────────────────────────────────
+    if newly_notified:
+        updated = already_notified | set(newly_notified)
+        SystemSetting.set(
+            'sla_notified_tickets',
+            ','.join(str(i) for i in sorted(updated)),
+            'Comma-separated ticket IDs that have received SLA breach notifications',
+        )
+        db.session.commit()
+        logger.info(
+            f'[SLA] Notified {len(newly_notified)} breach(es): '
+            f'{[str(i) for i in newly_notified]}'
+        )
+
+
+def clear_sla_notification(ticket_id: int):
+    """Remove a ticket from the SLA suppression list.
+
+    Call this when a ticket is resolved, closed, or re-opened so that
+    subsequent breaches (if the ticket re-opens) trigger fresh alerts.
+    Callers are responsible for committing after calling this function.
+    """
+    from app.models import SystemSetting
+    raw     = SystemSetting.get('sla_notified_tickets', '')
+    current = set(int(x) for x in raw.split(',') if x.strip().isdigit())
+    current.discard(ticket_id)
+    SystemSetting.set(
+        'sla_notified_tickets',
+        ','.join(str(i) for i in sorted(current)),
+    )

app/templates/admin/canned_response_edit.html

@@ -0,0 +1,71 @@
+{% extends "base.html" %}
+{% block title %}{{ 'Edit' if item else 'New' }} Quick Reply{% endblock %}
+{% block page_title %}{{ 'Edit' if item else 'New' }} Quick Reply{% endblock %}
+
+{% block content %}
+<div class="row justify-content-center">
+  <div class="col-lg-7">
+    <div class="card">
+      <div class="card-header">
+        <i class="bi bi-chat-square-text me-2"></i>
+        {{ 'Edit Quick Reply' if item else 'Create Quick Reply' }}
+      </div>
+      <div class="card-body">
+        <form method="POST">
+          <input type="hidden" name="csrf_token" value="{{ csrf_token() }}"/>
+
+          <div class="mb-3">
+            <label class="form-label">Title *
+              <span class="text-muted fw-normal" style="font-size:12px;">
+                — shown in the dropdown menu on ticket comments
+              </span>
+            </label>
+            <input type="text" class="form-control" name="title" required maxlength="120"
+                   value="{{ item.title if item else '' }}"
+                   placeholder="e.g. Please restart and confirm"/>
+          </div>
+
+          <div class="mb-3">
+            <label class="form-label">Category
+              <span class="text-muted fw-normal" style="font-size:12px;">— optional grouping label</span>
+            </label>
+            <input type="text" class="form-control" name="category" maxlength="50"
+                   value="{{ item.category if item and item.category else '' }}"
+                   placeholder="e.g. Hardware, Software, Escalation"/>
+          </div>
+
+          <div class="mb-3">
+            <label class="form-label">Response Body *
+              <span class="text-muted fw-normal" style="font-size:12px;">— Markdown supported</span>
+            </label>
+            <textarea class="form-control" name="body" rows="8" required
+                      placeholder="Please restart your device and let us know if the issue persists.">{{ item.body if item else '' }}</textarea>
+            <div class="form-text">
+              Use **bold**, _italic_, `code`, and - lists. This text will be inserted
+              directly into the comment box when selected.
+            </div>
+          </div>
+
+          {% if item %}
+          <div class="mb-4 d-flex align-items-center gap-2">
+            <input type="checkbox" id="is_active" name="is_active"
+                   {% if item.is_active %}checked{% endif %}
+                   style="accent-color:var(--accent);width:16px;height:16px;"/>
+            <label for="is_active" style="font-size:14px;margin:0;cursor:pointer;">
+              Active (visible to IT staff in the quick replies dropdown)
+            </label>
+          </div>
+          {% endif %}
+
+          <div class="d-flex gap-2">
+            <button type="submit" class="btn btn-primary">
+              <i class="bi bi-check2 me-2"></i>{{ 'Save Changes' if item else 'Create Quick Reply' }}
+            </button>
+            <a href="{{ url_for('admin.canned_responses') }}" class="btn btn-secondary">Cancel</a>
+          </div>
+        </form>
+      </div>
+    </div>
+  </div>
+</div>
+{% endblock %}

app/templates/admin/canned_responses.html

@@ -0,0 +1,63 @@
+{% extends "base.html" %}
+{% block title %}Quick Replies{% endblock %}
+{% block page_title %}Quick Replies{% endblock %}
+
+{% block content %}
+<div class="d-flex justify-content-between align-items-center mb-4">
+  <p style="color:var(--muted);font-size:13px;margin:0;">
+    Pre-written responses that IT staff can insert into ticket comments with one click.
+  </p>
+  <a href="{{ url_for('admin.canned_response_new') }}" class="btn btn-primary">
+    <i class="bi bi-plus-circle me-1"></i>New Quick Reply
+  </a>
+</div>
+
+{% if items %}
+{% set ns = namespace(last_cat='') %}
+{% for item in items %}
+  {% if item.category and item.category != ns.last_cat %}
+  <h6 style="font-size:11px;font-weight:700;text-transform:uppercase;letter-spacing:.8px;
+             color:var(--muted);margin:20px 0 8px;">{{ item.category }}</h6>
+  {% set ns.last_cat = item.category %}
+  {% elif not item.category and ns.last_cat %}
+  <h6 style="font-size:11px;font-weight:700;text-transform:uppercase;letter-spacing:.8px;
+             color:var(--muted);margin:20px 0 8px;">Uncategorised</h6>
+  {% set ns.last_cat = '' %}
+  {% endif %}
+
+  <div class="card mb-2 {% if not item.is_active %}opacity-50{% endif %}">
+    <div class="card-body py-3 px-4 d-flex align-items-start gap-3">
+      <div style="flex:1;min-width:0;">
+        <div class="d-flex align-items-center gap-2 mb-1">
+          <span style="font-size:14px;font-weight:600;">{{ item.title }}</span>
+          {% if not item.is_active %}
+          <span class="badge bg-secondary" style="font-size:10px;">Inactive</span>
+          {% endif %}
+        </div>
+        <div style="font-size:13px;color:var(--muted);white-space:pre-wrap;max-height:60px;overflow:hidden;text-overflow:ellipsis;">{{ item.body }}</div>
+        <div style="font-size:11px;color:var(--muted2);margin-top:4px;">
+          Added by {{ item.creator.full_name }} · {{ item.created_at.strftime('%b %d, %Y') }}
+        </div>
+      </div>
+      <div class="d-flex gap-2 flex-shrink-0">
+        <a href="{{ url_for('admin.canned_response_edit', item_id=item.id) }}"
+           class="btn btn-secondary btn-sm"><i class="bi bi-pencil"></i></a>
+        <form method="POST"
+              action="{{ url_for('admin.canned_response_delete', item_id=item.id) }}"
+              onsubmit="return confirm('Delete this quick reply?')">
+          <input type="hidden" name="csrf_token" value="{{ csrf_token() }}"/>
+          <button type="submit" class="btn btn-sm btn-outline-danger"><i class="bi bi-trash"></i></button>
+        </form>
+      </div>
+    </div>
+  </div>
+{% endfor %}
+{% else %}
+<div class="card">
+  <div class="p-5 text-center" style="color:var(--muted);">
+    <i class="bi bi-chat-square-text" style="font-size:40px;display:block;margin-bottom:12px;"></i>
+    No quick replies yet. Create one to speed up IT responses.
+  </div>
+</div>
+{% endif %}
+{% endblock %}

app/templates/auth/profile.html

@@ -73,11 +73,51 @@
           <div class="row g-3 mb-4">
             <div class="col-md-6">
               <label class="form-label">New Password</label>
-              <input type="password" class="form-control" name="new_password" placeholder="Min. 8 characters"/>
+              <!-- Show/hide toggle wrapper -->
+              <div style="position:relative;">
+                <input type="password" class="form-control" name="new_password"
+                       id="prof-pw" placeholder="Min. 8 characters"
+                       autocomplete="new-password"
+                       oninput="profPwInput()" style="padding-right:40px;"/>
+                <button type="button" id="prof-pw-toggle"
+                        onclick="profToggle('prof-pw','prof-pw-toggle')"
+                        tabindex="-1"
+                        style="position:absolute;right:10px;top:50%;transform:translateY(-50%);
+                               background:none;border:none;color:var(--muted);cursor:pointer;font-size:15px;">
+                  <i class="bi bi-eye"></i>
+                </button>
+              </div>
+              <!-- Strength bar (hidden until typing starts) -->
+              <div id="prof-strength-wrap" style="display:none;margin-top:6px;">
+                <div style="height:4px;background:var(--border);border-radius:2px;overflow:hidden;margin-bottom:5px;">
+                  <div id="prof-strength-bar" style="height:100%;border-radius:2px;width:0%;transition:width .3s,background .3s;"></div>
+                </div>
+                <div id="prof-strength-label" style="font-size:11px;font-weight:600;font-family:'Space Mono',monospace;display:flex;align-items:center;gap:5px;"></div>
+              </div>
+              <!-- Rule checklist -->
+              <div id="prof-rules" style="display:none;margin-top:7px;background:var(--surface2);border:1px solid var(--border);border-radius:8px;padding:9px 12px;display:grid;grid-template-columns:1fr 1fr;gap:3px 10px;">
+                <div class="prof-rule" id="prof-rule-len"    style="display:flex;align-items:center;gap:5px;font-size:11.5px;color:var(--muted);"><span class="prof-ri"><i class="bi bi-circle"></i></span> 8+ characters</div>
+                <div class="prof-rule" id="prof-rule-upper"  style="display:flex;align-items:center;gap:5px;font-size:11.5px;color:var(--muted);"><span class="prof-ri"><i class="bi bi-circle"></i></span> Uppercase letter</div>
+                <div class="prof-rule" id="prof-rule-digit"  style="display:flex;align-items:center;gap:5px;font-size:11.5px;color:var(--muted);"><span class="prof-ri"><i class="bi bi-circle"></i></span> Number</div>
+                <div class="prof-rule" id="prof-rule-special"style="display:flex;align-items:center;gap:5px;font-size:11.5px;color:var(--muted);"><span class="prof-ri"><i class="bi bi-circle"></i></span> Special character</div>
+              </div>
             </div>
             <div class="col-md-6">
               <label class="form-label">Confirm Password</label>
-              <input type="password" class="form-control" name="confirm_password" placeholder="Repeat password"/>
+              <div style="position:relative;">
+                <input type="password" class="form-control" name="confirm_password"
+                       id="prof-pw2" placeholder="Repeat password"
+                       autocomplete="new-password"
+                       oninput="profConfirmInput()" style="padding-right:40px;"/>
+                <button type="button" id="prof-pw2-toggle"
+                        onclick="profToggle('prof-pw2','prof-pw2-toggle')"
+                        tabindex="-1"
+                        style="position:absolute;right:10px;top:50%;transform:translateY(-50%);
+                               background:none;border:none;color:var(--muted);cursor:pointer;font-size:15px;">
+                  <i class="bi bi-eye"></i>
+                </button>
+              </div>
+              <div id="prof-match-msg" style="font-size:11.5px;margin-top:6px;font-family:'Space Mono',monospace;font-weight:600;min-height:18px;"></div>
             </div>
           </div>
 
@@ -90,4 +130,84 @@
     </div>
   </div>
 </div>
+
+{% block scripts %}
+<script>
+// ── Profile page password strength — mirrors register.html rules exactly ──────
+const PROF_RULES = {
+  len:     pw => pw.length >= 8,
+  upper:   pw => /[A-Z]/.test(pw),
+  digit:   pw => /\d/.test(pw),
+  special: pw => /[!@#$%^&*()\-_=+\[\]{};:'",.<>?/\|`~]/.test(pw),
+};
+const PROF_LEVELS = [
+  { label:'Very Weak', color:'#ef4444', pct:12  },
+  { label:'Weak',      color:'#f97316', pct:30  },
+  { label:'Fair',      color:'#eab308', pct:52  },
+  { label:'Good',      color:'#22c55e', pct:76  },
+  { label:'Strong',    color:'#059669', pct:100 },
+];
+
+function profScore(pw) {
+  return [PROF_RULES.len,PROF_RULES.upper,PROF_RULES.digit,PROF_RULES.special]
+    .filter(r => r(pw)).length + (pw.length >= 16 ? 1 : 0);
+}
+function profSetRule(id, met) {
+  const el = document.getElementById('prof-rule-' + id);
+  if (!el) return;
+  el.style.color = met ? 'var(--success)' : 'var(--muted)';
+  el.querySelector('.prof-ri').innerHTML = met
+    ? '<i class="bi bi-check-circle-fill" style="color:var(--success);"></i>'
+    : '<i class="bi bi-circle"></i>';
+}
+function profPwInput() {
+  const pw    = document.getElementById('prof-pw').value;
+  const wrap  = document.getElementById('prof-strength-wrap');
+  const rules = document.getElementById('prof-rules');
+  const bar   = document.getElementById('prof-strength-bar');
+  const lbl   = document.getElementById('prof-strength-label');
+  if (!pw) {
+    wrap.style.display = 'none'; rules.style.display = 'none';
+    document.getElementById('prof-pw').classList.remove('is-valid','is-invalid');
+    profConfirmInput(); return;
+  }
+  wrap.style.display = 'block'; rules.style.display = 'grid';
+  profSetRule('len',     PROF_RULES.len(pw));
+  profSetRule('upper',   PROF_RULES.upper(pw));
+  profSetRule('digit',   PROF_RULES.digit(pw));
+  profSetRule('special', PROF_RULES.special(pw));
+  const score = profScore(pw);
+  const lvl   = PROF_LEVELS[Math.max(0, score - 1)] || PROF_LEVELS[0];
+  bar.style.width      = lvl.pct + '%';
+  bar.style.background = lvl.color;
+  lbl.style.color      = lvl.color;
+  const icon = score >= 4 ? 'shield-fill' : score >= 2 ? 'shield-half' : 'shield';
+  lbl.innerHTML = `<i class="bi bi-${icon}"></i> ${lvl.label}`;
+  const allMet = Object.values(PROF_RULES).every(r => r(pw));
+  document.getElementById('prof-pw').classList.toggle('is-valid',   allMet);
+  document.getElementById('prof-pw').classList.toggle('is-invalid', !allMet);
+  profConfirmInput();
+}
+function profConfirmInput() {
+  const pw   = document.getElementById('prof-pw').value;
+  const pw2  = document.getElementById('prof-pw2').value;
+  const msg  = document.getElementById('prof-match-msg');
+  const el2  = document.getElementById('prof-pw2');
+  if (!pw2) { msg.innerHTML=''; el2.classList.remove('is-valid','is-invalid'); return; }
+  const ok = pw === pw2;
+  msg.innerHTML   = ok
+    ? '<span style="color:var(--success);"><i class="bi bi-check-circle-fill me-1"></i>Passwords match</span>'
+    : '<span style="color:var(--danger);"><i class="bi bi-x-circle-fill me-1"></i>Passwords do not match</span>';
+  el2.classList.toggle('is-valid',   ok);
+  el2.classList.toggle('is-invalid', !ok);
+}
+function profToggle(inputId, btnId) {
+  const inp = document.getElementById(inputId);
+  const btn = document.getElementById(btnId);
+  const isPassword = inp.type === 'password';
+  inp.type = isPassword ? 'text' : 'password';
+  btn.querySelector('i').className = isPassword ? 'bi bi-eye-slash' : 'bi bi-eye';
+}
+</script>
+{% endblock %}
 {% endblock %}

app/templates/base.html

@@ -335,6 +335,9 @@
     <li><a href="{{ url_for('admin.kb_list') }}" class="{{ 'active' if 'admin.kb' in request.endpoint }}">
       <i class="bi bi-journal-text"></i> Manage KB
     </a></li>
+    <li><a href="{{ url_for('admin.canned_responses') }}" class="{{ 'active' if 'canned_response' in request.endpoint }}">
+      <i class="bi bi-chat-square-text"></i> Quick Replies
+    </a></li>
     {% if current_user.is_admin %}
     <li><a href="{{ url_for('admin.users') }}" class="{{ 'active' if request.endpoint == 'admin.users' }}">
       <i class="bi bi-people"></i> Users

app/templates/tickets/detail.html

@@ -179,6 +179,33 @@
                    accept=".png,.jpg,.jpeg,.gif,.pdf,.doc,.docx,.txt,.zip,.log"/>
           </div>
           {% if current_user.is_it_staff %}
+          <!-- Canned responses picker -->
+          {% if canned_responses %}
+          <div class="mb-3">
+            <div class="dropdown">
+              <button type="button" class="btn btn-secondary btn-sm dropdown-toggle"
+                      id="canned-responses-btn" data-bs-toggle="dropdown" aria-expanded="false">
+                <i class="bi bi-chat-square-text me-1"></i>Quick Replies
+              </button>
+              <ul class="dropdown-menu" style="max-height:260px;overflow-y:auto;min-width:300px;">
+                {% set ns = namespace(last_cat='') %}
+                {% for r in canned_responses %}
+                  {% if r.category and r.category != ns.last_cat %}
+                    {% if ns.last_cat %}<li><hr class="dropdown-divider"/></li>{% endif %}
+                    <li><span class="dropdown-header" style="font-size:10px;text-transform:uppercase;letter-spacing:.5px;">{{ r.category }}</span></li>
+                    {% set ns.last_cat = r.category %}
+                  {% endif %}
+                  <li>
+                    <button type="button" class="dropdown-item" style="font-size:13px;white-space:normal;"
+                            onclick="insertCannedResponse({{ r.id }})">
+                      {{ r.title }}
+                    </button>
+                  </li>
+                {% endfor %}
+              </ul>
+            </div>
+          </div>
+          {% endif %}
           <div class="mb-3 d-flex align-items-center gap-2">
             <input type="checkbox" id="is_internal" name="is_internal" style="accent-color:var(--warning);"/>
             <label for="is_internal" style="font-size:13px;color:var(--warning);margin:0;cursor:pointer;">
@@ -196,6 +223,20 @@
     {% endif %}
 
 <script>
+const CANNED_RESPONSES = {
+  {% for r in canned_responses %}
+  {{ r.id }}: {{ r.body | tojson }},
+  {% endfor %}
+};
+function insertCannedResponse(id) {
+  const body = CANNED_RESPONSES[id];
+  if (!body) return;
+  const ta = document.getElementById('comment-body');
+  const cur = ta.value;
+  ta.value = cur ? cur + '\n\n' + body : body;
+  ta.focus();
+  ta.setSelectionRange(ta.value.length, ta.value.length);
+}
 const TICKET_ID        = {{ ticket.id }};
 const CURRENT_UID      = {{ current_user.id }};
 const IS_IT_STAFF      = {{ 'true' if current_user.is_it_staff else 'false' }};
@@ -587,6 +628,69 @@ function buildCommentEl(c) {
     </div>
     {% endif %}
 
+    <!-- Linked Tickets -->
+    {% if current_user.is_it_staff %}
+    <div class="card mb-3">
+      <div class="card-header d-flex align-items-center justify-content-between">
+        <span><i class="bi bi-link-45deg me-2"></i>Linked Tickets</span>
+        <button class="btn btn-secondary btn-sm" type="button"
+                data-bs-toggle="collapse" data-bs-target="#link-form-collapse"
+                style="font-size:11px;">
+          <i class="bi bi-plus me-1"></i>Link
+        </button>
+      </div>
+      <div class="card-body" style="font-size:13px;">
+        {% if linked_tickets %}
+          {% for lnk, other in linked_tickets %}
+          <div class="d-flex align-items-center justify-content-between mb-2"
+               style="padding:6px 8px;background:var(--surface2);border-radius:6px;border:1px solid var(--border);">
+            <div style="min-width:0;">
+              <a href="{{ url_for('tickets.ticket_detail', ticket_id=other.id) }}"
+                 class="mono" style="font-size:11px;color:var(--accent3);">{{ other.ticket_number }}</a>
+              <span style="font-size:10px;background:var(--border);color:var(--muted);padding:1px 6px;border-radius:4px;margin-left:4px;">{{ lnk.link_type.replace('_',' ') }}</span>
+              <div style="font-size:12px;color:var(--muted);white-space:nowrap;overflow:hidden;text-overflow:ellipsis;">{{ other.title }}</div>
+            </div>
+            <form method="POST"
+                  action="{{ url_for('tickets.unlink_ticket', ticket_id=ticket.id, link_id=lnk.id) }}"
+                  onsubmit="return confirm('Remove this link?')" style="margin:0;flex-shrink:0;">
+              <input type="hidden" name="csrf_token" value="{{ csrf_token() }}"/>
+              <button type="submit" class="btn btn-sm" title="Remove link"
+                      style="background:none;border:none;color:var(--muted);padding:2px 6px;">
+                <i class="bi bi-x-lg"></i>
+              </button>
+            </form>
+          </div>
+          {% endfor %}
+        {% else %}
+          <p style="color:var(--muted);font-size:12px;margin:0;">No linked tickets yet.</p>
+        {% endif %}
+
+        <!-- Link form (collapsed by default) -->
+        <div class="collapse mt-3" id="link-form-collapse">
+          <form method="POST" action="{{ url_for('tickets.link_ticket', ticket_id=ticket.id) }}">
+            <input type="hidden" name="csrf_token" value="{{ csrf_token() }}"/>
+            <div class="mb-2">
+              <label class="form-label" style="font-size:12px;">Ticket ID or Number</label>
+              <input type="number" class="form-control form-control-sm"
+                     name="linked_ticket_id" placeholder="e.g. 42" required min="1"/>
+            </div>
+            <div class="mb-2">
+              <label class="form-label" style="font-size:12px;">Relationship</label>
+              <select class="form-select form-select-sm" name="link_type">
+                <option value="related">Related</option>
+                <option value="duplicate">Duplicate</option>
+                <option value="follow_up">Follow-up</option>
+              </select>
+            </div>
+            <button type="submit" class="btn btn-primary btn-sm w-100">
+              <i class="bi bi-link-45deg me-1"></i>Create Link
+            </button>
+          </form>
+        </div>
+      </div>
+    </div>
+    {% endif %}
+
     <!-- Ticket Info -->
     <div class="card mb-3">
       <div class="card-header"><i class="bi bi-info-circle me-2"></i>Ticket Details</div>
@@ -647,4 +751,53 @@ function buildCommentEl(c) {
     {% endif %}
   </div>
 </div>
+
+<!-- Re-open modal trigger — shown to ticket creator when resolved or closed -->
+{% if ticket.status in ('resolved', 'closed') and
+      (current_user.is_it_staff or ticket.created_by_id == current_user.id) %}
+<div class="card mt-4" style="border-color:var(--warning);max-width:760px;">
+  <div class="card-body d-flex align-items-center gap-3" style="padding:16px 20px;">
+    <i class="bi bi-arrow-repeat" style="font-size:22px;color:var(--warning);flex-shrink:0;"></i>
+    <div style="flex:1;">
+      <div style="font-weight:600;font-size:14px;">Has this issue returned?</div>
+      <div style="font-size:12px;color:var(--muted);margin-top:2px;">
+        Re-open this ticket to notify IT staff and resume tracking.
+      </div>
+    </div>
+    <button type="button" class="btn btn-outline-warning btn-sm"
+            data-bs-toggle="modal" data-bs-target="#reopen-modal">
+      <i class="bi bi-arrow-repeat me-1"></i>Re-open Ticket
+    </button>
+  </div>
+</div>
+
+<!-- Re-open modal -->
+<div class="modal fade" id="reopen-modal" tabindex="-1">
+  <div class="modal-dialog modal-dialog-centered">
+    <div class="modal-content">
+      <div class="modal-header">
+        <h5 class="modal-title"><i class="bi bi-arrow-repeat me-2"></i>Re-open Ticket</h5>
+        <button type="button" class="btn-close" data-bs-dismiss="modal"></button>
+      </div>
+      <form method="POST" action="{{ url_for('tickets.reopen_ticket', ticket_id=ticket.id) }}">
+        <input type="hidden" name="csrf_token" value="{{ csrf_token() }}"/>
+        <div class="modal-body">
+          <p style="font-size:13px;color:var(--muted);">
+            Please describe why the issue has returned. This will be posted as a comment
+            and IT staff will be notified immediately.
+          </p>
+          <textarea class="form-control" name="reopen_reason" rows="4" required
+                    placeholder="e.g. The problem came back after the weekend restart. The error message is now different: …"></textarea>
+        </div>
+        <div class="modal-footer">
+          <button type="button" class="btn btn-secondary" data-bs-dismiss="modal">Cancel</button>
+          <button type="submit" class="btn btn-warning">
+            <i class="bi bi-arrow-repeat me-1"></i>Re-open &amp; Notify IT
+          </button>
+        </div>
+      </form>
+    </div>
+  </div>
+</div>
+{% endif %}
 {% endblock %}

config/config.py

@@ -62,6 +62,14 @@ class Config:
     # To switch to Redis when it becomes available: set RATELIMIT_STORAGE_URI=redis://...
     RATELIMIT_STORAGE_URI = os.environ.get('RATELIMIT_STORAGE_URI', 'memory://')
 
+    # SLA — hours until a ticket is considered overdue, by priority.
+    # Override via environment variables if needed (e.g. SLA_CRITICAL_HOURS=2).
+    # These are also seeded into SystemSetting so admins can tune them in-app.
+    SLA_CRITICAL_HOURS = int(os.environ.get('SLA_CRITICAL_HOURS', 4))
+    SLA_HIGH_HOURS     = int(os.environ.get('SLA_HIGH_HOURS',     8))
+    SLA_MEDIUM_HOURS   = int(os.environ.get('SLA_MEDIUM_HOURS',   48))
+    SLA_LOW_HOURS      = int(os.environ.get('SLA_LOW_HOURS',      120))
+
     # Admin
     ADMIN_EMAIL = os.environ.get('ADMIN_EMAIL', 'admin@yourdomain.com')
     ADMIN_PASSWORD = os.environ.get('ADMIN_PASSWORD', 'Admin@123!')