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# # Initial Service-Level-Agreements (SLA) defined for the system # # Fields: # id - (int:optional) id number in the database # flags - (int:bitmask) # isactive - (flag:1) true of false if the SLA should initially be active # enable_priority_escalation - (flag:2) true or false if the SLA should # cause the ticket priority to be escalated when it is marked overdue # disable_overdue_alerts - (flag:4) - true or false if the overdue alert # emails should _not_ go out for tickets assigned to this SLA # transient - (flag:8) - true if the SLA should change when changing # department or help topic. # grace_period - (int) number or hours after the ticket is opened before it # is marked overdue # name - (string) descriptive name of the SLA # notes - (string) administrative notes (viewable internally only) --- - id: 1 flags: 3 grace_period: 18 name: Default SLA notes: |