SLA (Service Level Agreement) configuration per package and priority level.
Defines response and resolution time targets for tickets based on the
package and priority combination. Used by ObjTicket to calculate SLA
deadlines when a ticket is created.
| Column | Type | Description |
|---|---|---|
| Package | char(255) | Package identifier (PK) |
| Priority | enum | CRITICAL, HIGH, MEDIUM, LOW, INFO (PK) |
| ResponseMinutes | int | Max minutes to first response |
| ResolutionMinutes | int | Max minutes to resolve |
| EscalationMinutes | int | Minutes before escalation |
| EscalationContact | varchar(255) | Escalation target |
| Active | char(2) | Y/N |
Read(package, priority) - Load SLA for a package/priority pairCreate(package, priority, ...) - Insert a new SLA definitionUpdate() - Update the current SLA recordget_response_deadline(package, priority) - Calculate response deadlineget_resolution_deadline(package, priority) - Calculate resolution deadlineget_escalation_deadline(package, priority) - Calculate escalation deadlinecheck_response_compliance(...) - Check if response SLA was metcheck_resolution_compliance(...) - Check if resolution SLA was metget_escalation_contact(package, priority) - Get escalation contact emailget_sla_by_package(package) - List all SLA entries for a packagepython factory.core/ObjTicketSla.py read CORE CRITICAL
python factory.core/ObjTicketSla.py list-sla CORE
ObjTicket.py - Uses SLA deadlines during ticket creationObjTicketTask.py - Task management within tickets