Default"; } $sla_id = $assignments[$client_id][$priority]; if ($sla_id == 0) { return "None"; } if (isset($active_slas[$sla_id])) { return escapeHtml($active_slas[$sla_id]); } return "None (archived)"; } ?>

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

Client overrides

"> $override_client_name) { ?>

Client	Low	Medium	High	Action
No client overrides - everyone follows the defaults above.
				Edit Remove

Business Hours & Notifications

Business days

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

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.