SLA

The foundational package for OTOBO ITSM, providing the essential framework and basic functionality like Service and SLA management.

Extends Znuny and OTRS with service catalog management and SLA definitions including escalation monitoring.

Extends OTRS with a multilevel escalation management system and a GUI-based configuration interface.

Displays a visual SLA escalation progress bar and status remarks on the Ticket Zoom screen.

Pauses SLA escalation for specific ticket states in OTRS and Ligero.

Automatically calculates ticket solution time and stores it in a dynamic field.

Backend API service for the LigeroSmart ServiceControl module.

Provides the ability to suspend ticket escalations based on specific ticket states, preventing SLA timers from running.

Enables ticket escalations based on type and priority instead of just queue or SLA.