Workflow

How to Manage Ticket SLAs

Verified end to end. A disposable SLA was created, loaded, renamed with new minute limits, deleted, and confirmed absent from the SLA list endpoint.

Evidence Summary

Workflow run
ticket-slas-crud-20260519T144235Z
Route
/tickets/apoio/slas
SLA id
5
Final state
Disposable SLA deleted and absent from DT_Select_tickets_slas.

Ticket SLA CRUD workflow diagram

Create or Edit

  1. Open Tickets, Support Files, then SLA.
  2. Click Add SLA to open the SLA modal.
  3. Fill required Name.
  4. Fill required minute limits for 1st response, Answer, and Resolution.
  5. Use Active to make the SLA available for topics and departments.
  6. Click Save.

Create and update both submit createUpdateTikSLA with the serialized SLA form. The verified create used sla_name=AI sla 144235, sla_period_1st_reply=5, sla_period_reply=10, sla_period_resolution=15, and sla_active=1. The endpoint returned {"success":true}, so the new id was derived from DT_Select_tickets_slas.

Edit loads a row with loadTikSLA. The verified update used sla_id=5, sla_name=AI sla edit 144235, and minute limits 6, 11, and 16, returning {"success":true}.

Delete

  1. Click the delete action on the SLA row.
  2. Confirm the prompt.

Delete calls deleteTikSLA with id=5. The response returned {"success":true}. A final DT_Select_tickets_slas call confirmed AI sla edit 144235 no longer existed.

Artifacts