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slas [2026/07/29 17:15] – johnnyslas [2026/08/30 20:49] (current) – [Requirements] ce wrongecho
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 Service Level Agreements (SLAs) put response and resolution targets on tickets, warn you before a target is missed, and record whether each target was met. Service Level Agreements (SLAs) put response and resolution targets on tickets, warn you before a target is missed, and record whether each target was met.
  
-SLAs are entirely optional. Until you assign one, nothing about ticketing changes - no targets are set, no colours appear and no notifications are sent. You can also switch them off for a single client, a single priority, or a single ticket.+SLAs are entirely optional and remain inactive until assigned. You can also disable them per client, priority, or per ticket.
  
 ===== Requirements ===== ===== Requirements =====
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   * The Ticketing module enabled   * The Ticketing module enabled
   * The ''ticket_sla.php'' cron script scheduled - see [[cron|Cron]]. Without it, targets are still calculated and displayed, but you get no warnings, no breach alerts and no row colouring   * The ''ticket_sla.php'' cron script scheduled - see [[cron|Cron]]. Without it, targets are still calculated and displayed, but you get no warnings, no breach alerts and no row colouring
-  * ''mail_queue.php'' running, if you want SLA alerts by e-mail as well as in-app+  * Email configured with the ''mail_queue.php'' cron running, if you want SLA alerts by e-mail as well as in-app
  
 ===== Concepts ===== ===== Concepts =====
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 Reopening a resolved ticket puts it back on the resolution clock with whatever budget was left when it was resolved. A ticket resolved after two hours of an eight hour target comes back with six hours, not with its original deadline. Reopening a resolved ticket puts it back on the resolution clock with whatever budget was left when it was resolved. A ticket resolved after two hours of an eight hour target comes back with six hours, not with its original deadline.
 +
 +A ticket that had already missed its target stays missed if no budget remains. Reopening cannot turn a recorded miss into a met - only genuinely unused time earns a clean window.
  
 ===== Pausing the resolution clock ===== ===== Pausing the resolution clock =====
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 | A ticket shows Paused but you expected a countdown | Its status is set to pause the resolution clock, under Admin > Ticket Statuses | | A ticket shows Paused but you expected a countdown | Its status is set to pause the resolution clock, under Admin > Ticket Statuses |
 | A resolved ticket shows no met or missed verdict | It was resolved before 26.08 through the kanban board or the client portal, where the verdict was not being recorded | | A resolved ticket shows no met or missed verdict | It was resolved before 26.08 through the kanban board or the client portal, where the verdict was not being recorded |
 +| A reopened ticket still shows a missed verdict | Its resolution budget was already spent when it was reopened - a miss is only cleared when real time remains |
 | Reports show fewer tickets than you expected | Only tickets carrying an SLA are counted, so anything raised before you set SLAs up is excluded | | Reports show fewer tickets than you expected | Only tickets carrying an SLA are counted, so anything raised before you set SLAs up is excluded |