CREATE TABLE `def_ticket_sla` (
`Package` char(255) NOT NULL,
`Module` VARCHAR(255) DEFAULT NULL,
`Priority` enum('CRITICAL','HIGH','MEDIUM','LOW','INFO') NOT NULL DEFAULT 'MEDIUM',
`ResponseMinutes` int(11) DEFAULT 30,
`ResolutionMinutes` int(11) DEFAULT 480,
`EscalationMinutes` int(11) DEFAULT 60,
`EscalationContact` varchar(255) DEFAULT NULL,
`Active` char(2) DEFAULT 'Y',
PRIMARY KEY (`Package`, `Priority`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE={collation};
SELECT *
FROM def_ticket_sla
WHERE Package = '{package}'
AND Priority = '{priority}'
AND Active = 'Y'
SELECT *
FROM def_ticket_sla
WHERE Package = '{package}'
AND Active = 'Y'
ORDER BY FIELD(
Priority,
'CRITICAL','HIGH','MEDIUM','LOW','INFO'
)
INSERT INTO def_ticket_sla
(Package, Priority, ResponseMinutes,
ResolutionMinutes, EscalationMinutes,
EscalationContact)
VALUES
('{package}', '{priority}', {response_minutes},
{resolution_minutes}, {escalation_minutes},
'{escalation_contact}')
UPDATE def_ticket_sla
SET ResponseMinutes = {response_minutes},
ResolutionMinutes = {resolution_minutes},
EscalationMinutes = {escalation_minutes},
EscalationContact = '{escalation_contact}'
WHERE Package = '{package}'
AND Priority = '{priority}'
SELECT ResponseMinutes
FROM def_ticket_sla
WHERE Package = '{package}'
AND Priority = '{priority}'
AND Active = 'Y'
SELECT ResolutionMinutes
FROM def_ticket_sla
WHERE Package = '{package}'
AND Priority = '{priority}'
AND Active = 'Y'
SELECT EscalationMinutes
FROM def_ticket_sla
WHERE Package = '{package}'
AND Priority = '{priority}'
AND Active = 'Y'
SELECT EscalationContact
FROM def_ticket_sla
WHERE Package = '{package}'
AND Priority = '{priority}'
AND Active = 'Y'