23 lines
913 B
YAML
23 lines
913 B
YAML
#
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# Initial Service-Level-Agreements (SLA) defined for the system
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#
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# Fields:
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# id - (int:optional) id number in the database
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# flags - (int:bitmask)
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# isactive - (flag:1) true of false if the SLA should initially be active
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# enable_priority_escalation - (flag:2) true or false if the SLA should
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# cause the ticket priority to be escalated when it is marked overdue
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# disable_overdue_alerts - (flag:4) - true or false if the overdue alert
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# emails should _not_ go out for tickets assigned to this SLA
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# transient - (flag:8) - true if the SLA should change when changing
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# department or help topic.
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# grace_period - (int) number or hours after the ticket is opened before it
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# is marked overdue
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# name - (string) descriptive name of the SLA
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# notes - (string) administrative notes (viewable internally only)
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---
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- id: 1
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flags: 3
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grace_period: 48
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name: Standard-SLA
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notes: |
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