SLAs

SLAs are optional. A new ticket gets the SLA its client's contract sets for its priority, else the default for the priority below - with nothing assigned, nothing changes.

Name Description Response Resolution Status Action
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Archived
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SLA Assignments

Default (for a client whose contract sets none)
A client has no SLAs of its own: a contract in force for the client comes first, for the priorities it sets an SLA for, and these defaults cover the rest.

Business Hours & Notifications

'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.
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