1# 2# Initial Service-Level-Agreements (SLA) defined for the system 3# 4# Fields: 5# id - (int:optional) id number in the database 6# flags - (int:bitmask) 7# isactive - (flag:1) true of false if the SLA should initially be active 8# enable_priority_escalation - (flag:2) true or false if the SLA should 9# cause the ticket priority to be escalated when it is marked overdue 10# disable_overdue_alerts - (flag:4) - true or false if the overdue alert 11# emails should _not_ go out for tickets assigned to this SLA 12# transient - (flag:8) - true if the SLA should change when changing 13# department or help topic. 14# grace_period - (int) number or hours after the ticket is opened before it 15# is marked overdue 16# name - (string) descriptive name of the SLA 17# notes - (string) administrative notes (viewable internally only) 18--- 19- id: 1 20 flags: 3 21 grace_period: 18 22 name: Default SLA 23 notes: | 24