helpdesk_mgmt_sla

Purpose

Extend Helpdesk with service level agreements per ticket so teams can monitor deadlines and compliance against defined commitments.

Features

helpdesk.ticket.team: Teams can enable SLA management and assign a working hours calendar that drives ticket deadline computations.
helpdesk.sla: SLAs can target specific teams, categories, tags, and stages, include ignore stages, and define goal durations through days and hours plus optional filter domains.
helpdesk.ticket: Tickets automatically attach matching SLAs, expose their soonest SLA deadline, flag expirations, and let agents refresh SLA assignments when context changes.
helpdesk.ticket.sla: Each ticket SLA tracks expected stage, state-based color coding, consumed time, computed deadlines via the team's calendar, and recomputes progression whenever stages change or tickets go on hold.
helpdesk.sla.report: A reporting model aggregates SLA entries per ticket to show ongoing, accomplished, or expired commitments for oversight.