Source: factory.core/ObjTicketSla.py
SLA 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 at ticket creation.
| Method | Signature | Description |
|---|---|---|
| read | read(package: str, priority: str) -> int |
Load SLA config for a package/priority pair. |
| create | create(package: str, priority: str, response_minutes: int = 30, resolution_minutes: int = 480, escalation_minutes: int = 60, escalation_contact: str = '') -> None |
Insert a new SLA definition. |
| update | update() -> None |
Update the current SLA record. |
| get_response_deadline | get_response_deadline(package: str, priority: str, from_time: datetime | None = None) -> datetime | None |
Calculate response deadline from SLA config. |
| get_resolution_deadline | get_resolution_deadline(package: str, priority: str, from_time: datetime | None = None) -> datetime | None |
Calculate resolution deadline from SLA config. |
| get_escalation_deadline | get_escalation_deadline(package: str, priority: str, from_time: datetime | None = None) -> datetime | None |
Calculate escalation deadline from SLA config. |
| check_response_compliance | check_response_compliance(created_date: datetime, response_deadline: datetime, first_response_date: datetime | None = None) -> str | None |
Check if response SLA was met. |
| check_resolution_compliance | check_resolution_compliance(created_date: datetime, resolution_deadline: datetime, resolved_date: datetime | None = None) -> str | None |
Check if resolution SLA was met. |
| get_escalation_contact | get_escalation_contact(package: str, priority: str) -> str |
Get the escalation contact for a |
| get_sla_by_package | get_sla_by_package(package: str) -> list |
Get all SLA definitions for a package. |
Read SLA for a package/priority.
List all SLA definitions for a package.