SLA policies

SLA policies set first response and resolve targets. Business hours come from Configuration (see the Business hours tab).

Policy fields

• Title: name in the administrator list
• Department: All departments or one department
• Priority: Any, Low, Normal, High, or Urgent
• First response (minutes): time until the first staff reply
• Resolve (minutes): time until the ticket should be closed or resolved
• Use business hours: count only inside configured working days and hours
• Escalate priority to: optional automatic priority raise on breach
• Escalate assign to: optional Joomla user to reassign on breach
• Ordering and published state

On tickets and queues

• Indicators: SLA due, paused, breached, complete
• Staff and administrator queues include an SLA breached view

Scheduled sweep

The Task plugin SLA sweep routine flags breaches and applies escalation even when nobody is logged in.