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slas [2026/07/29 17:53] – 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 =====