sla-policies

First-response and resolution targets per priority, with pause on waiting-customer and a scheduled sweep that flags breaches.

Source path: libraries/sac/src/sla

Module file: sla.module.ts

Introduction

A policy carries one target per priority (`sac_sla_target`), so an urgent ticket and a low one answer to different clocks under the same policy. A category may point at its own policy; otherwise the default one applies, and the database enforces a single default through a partial unique index.

`pause_on_waiting_customer` is what keeps the metric honest: time spent waiting on the customer accumulates in `paused_ms` and shifts the deadlines when the customer replies, instead of counting against the team.

A cron every five minutes enqueues a sweep; the sweep itself runs on the queue, so a deployment with several pods does not do the work more than once. It flags tickets that are about to breach (at the configured warning threshold) and those already breached, recording an event on each.

HTTP Endpoints

4 endpoints

Paginated policy list with their targets.

Query: page, pageSize, search

Create a policy with its per-priority targets.

Body

Field	Type	Required	Notes
slug	string	yes	—
locale	Record<locale, { name }>	yes	—
is_default	boolean	no	Only one policy can be the default; enforced in the database
pause_on_waiting_customer	boolean	no	—
targets	Array<{ priority, first_response_minutes, resolution_minutes }>	no	—

Update a policy and its targets.

Params: id (int)

Delete a policy.

Params: id (int)