[Phase 1] SLA Management UI and Configuration — Phase 4: 1. SLA Policy Configuration #35

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opened 2026-05-28 00:52:34 +00:00 by Mark · 2 comments

Mark commented

2026-05-28 00:52:34 +00:00

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Phase 4: 1. SLA Policy Configuration

Create configurable SLA policies:

Response time targets by priority (low, medium, high, urgent)
Resolution time targets by priority
Business hours configuration (working days, hours)
Holiday calendar

Decomposed from msp_c2#10

## Phase 4: 1. SLA Policy Configuration Create configurable SLA policies: - Response time targets by priority (low, medium, high, urgent) - Resolution time targets by priority - Business hours configuration (working days, hours) - Holiday calendar --- _Decomposed from [msp_c2#10](https://forgejo.tail018ac4.ts.net/Mark/msp_c2/issues/10)_

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2026-05-28 00:52:34 +00:00

Mark referenced this issue

2026-05-28 00:52:45 +00:00

[Phase 1] SLA Management UI and Configuration #10

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2026-05-28 03:59:38 +00:00

Mark commented

2026-05-28 03:59:38 +00:00

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Owner

⏸ Needs Decision

Blocking factors:

Didn't meet auto-approve criteria — scope=medium, risk=medium, spec=aligned

Scope: medium Risk: medium Spec: aligned Type: feature
Summary: Create configurable SLA policies with priority-based response/resolution targets, business hours configuration, and holiday calendar.
Suggestion: New SLA policy model + CRUD + schemas + API router following existing patterns, Alembic migration, update services/sla.py to read targets from DB, new frontend admin configuration page.
Rationale: Medium scope because it touches all layers (model, CRUD, schemas, API routes, service logic, frontend, alembic migration) for a new configuration subsystem — roughly 10-15 files. Medium risk because the SLA service is used throughout ticketing workflows; changing it from hardcoded to configurable targets could affect breach detection if not carefully migrated with sensible defaults. Fully aligned with ROADMAP.md Phase 1.5 which explicitly lists SLA policy configuration as a deliverable.

Action: Review each blocking factor above. Remove blocked:needs-decision label to route back to triage.

## ⏸ Needs Decision **Blocking factors:** - **Didn't meet auto-approve criteria** — scope=medium, risk=medium, spec=aligned --- **Scope:** medium **Risk:** medium **Spec:** aligned **Type:** feature **Summary:** Create configurable SLA policies with priority-based response/resolution targets, business hours configuration, and holiday calendar. **Suggestion:** New SLA policy model + CRUD + schemas + API router following existing patterns, Alembic migration, update services/sla.py to read targets from DB, new frontend admin configuration page. **Rationale:** Medium scope because it touches all layers (model, CRUD, schemas, API routes, service logic, frontend, alembic migration) for a new configuration subsystem — roughly 10-15 files. Medium risk because the SLA service is used throughout ticketing workflows; changing it from hardcoded to configurable targets could affect breach detection if not carefully migrated with sensible defaults. Fully aligned with ROADMAP.md Phase 1.5 which explicitly lists SLA policy configuration as a deliverable. **Action:** Review each blocking factor above. Remove `blocked:needs-decision` label to route back to triage.

Mark removed the

blocked:needs-decision

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2026-05-28 07:18:38 +00:00

Mark referenced this issue

2026-05-28 07:51:11 +00:00

[Phase 1] SLA Management UI and Configuration — Phase 11: Priority #42

Mark added the

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2026-05-28 08:04:29 +00:00

Mark added