SLAs

SLAs are optional. Tickets only get response/resolution targets when an assignment below matches their client and priority - with nothing assigned, nothing changes.

Name	Description	Response	Resolution	Status	Action
		min		Archived Active	Edit Restore Archive

SLA Assignments

Per-client overrides are set on each client (edit client, Notes tab).

Business Hours & Notifications

Business days

'Mon', 2 => 'Tue', 3 => 'Wed', 4 => 'Thu', 5 => 'Fri', 6 => 'Sat', 7 => 'Sun'] as $day_number => $day_name) { ?>

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SLA clocks only run during business hours on these days. Unchecking everything makes SLAs count 24x7.

Business hours start

Business hours end

Warn at % of target

Notification email (optional)

Warnings and breach alerts also notify the assigned agent in-app and by email. Requires cron/ticket_sla.php running every minute.

Holidays & Closure Days

SLA clocks stop completely on these dates, the same as a day outside your business days. Use them for public holidays or any other day the office is shut. Adding or removing one recalculates the targets on every open ticket.

No closure days configured - SLA clocks run on every business day.

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Date	Day	Name	Action