SLA Management

Overview

SLA (Service Level Agreement) policies define responseTimeHours and resolutionTimeHours targets for ITSM tickets. When a ticket is created, FlowOS matches it against the tenant's active policies and opens two independent clocks — response and resolution — as separate records in the itsm_task_slas collection (model: TaskSla). There is no embedded sla object on the incident/problem/change/request record itself; live SLA state is always read from the Task SLA API documented below.

SLA Policy Fields

Matching

On ticket creation, FlowOS looks up the most recently created isActive policy for module: "itsm" whose conditions.priorityequals the ticket's priority, whose conditions.type equals the ticket's type, or that has no conditions at all (a catch-all policy). There is no priority/rank field — when several policies match, the newest one wins (sorted by createdAt descending). If nothing matches, FlowOS falls back to a default of responseTimeHours: 4, resolutionTimeHours: 24 with no linked policy record.

Business Hours Calendars

A Business Hours Calendar is a dedicated record type (sla_business_hours_calendars collection) that defines a per-weekday working schedule, a timezone, and a list of holidays. Time outside the calendar's working windows and on holidays does not count as elapsed business time for SLA calculations. An SLA policy opts into a calendar via businessHoursCalendarId; a policy without one is treated as always-on (24x7).

Elapsed business time is computed by walking day-by-day between two timestamps, summing only the minutes that fall inside a workday's startTime–endTime window and skipping any day that is a holiday or has isWorkday: false. The same logic is used in reverse to project a deadline forward by N business hours from a start time.

POST /api/sla/calendars
{
  "name": "US East Coast Business Hours",
  "timezone": "America/New_York",
  "weeklySchedule": {
    "monday":    { "isWorkday": true,  "startTime": "09:00", "endTime": "18:00" },
    "tuesday":   { "isWorkday": true,  "startTime": "09:00", "endTime": "18:00" },
    "wednesday": { "isWorkday": true,  "startTime": "09:00", "endTime": "18:00" },
    "thursday":  { "isWorkday": true,  "startTime": "09:00", "endTime": "18:00" },
    "friday":    { "isWorkday": true,  "startTime": "09:00", "endTime": "18:00" },
    "saturday":  { "isWorkday": false, "startTime": "09:00", "endTime": "18:00" },
    "sunday":    { "isWorkday": false, "startTime": "09:00", "endTime": "18:00" }
  },
  "holidays": [{ "date": "2026-12-25", "name": "Christmas Day" }],
  "isDefault": true
}

# Link a policy to it
PATCH /api/itsm/sla-policies/:id
{ "businessHoursCalendarId": "665f1a2b3c4d5e6f7a8b9c0d" }

Task SLA Records (Live State)

Each open clock is one document in itsm_task_slas. A ticket typically has two — one breachType: "response" and one breachType: "resolution" — created together by startSlaClock() when the ticket is created.

Pause & Resume

Moving a ticket to pending or on_hold automatically pauses its clocks (reason = the status value); moving it to in_progress or assigned automatically resumes them, pushing the deadline forward by the paused duration. Clocks can also be paused/resumed manually via the Task SLA API, and are marked completed when the ticket reaches resolved or closed.

SLA Alerting

A global scanner ticks every 5 minutes across all workspaces, recalculating percentElapsed for every running clock. The first time a clock crosses 75% it emits sla.breach.predicted once; once now >= deadline the clock is marked breached and sla.breached fires (plus sla.resolution_breached or sla.response_breached). Both feed the standard ITSM notification pipeline.

API Quick Reference