[FEAT] SLA Integration with Priority #216
Description
Description
Integrate SLA (Service Level Agreement) targets with the ticket priority system, providing different response and resolution time targets per priority level.
Split from #42 (Ticket Priority System - core now implemented).
Note: An SLA implementation was previously started in branch claude/add-sla-feature-1mXxs but was not merged. That work may be reusable.
Requirements
- SLA targets per priority level:
- Urgent: 1hr response / 4hr resolution
- High: 4hr response / 8hr resolution
- Normal: 8hr response / 24hr resolution
- Low: 24hr response / 72hr resolution
- SLA countdown/timer on ticket detail
- SLA breach warnings (approaching and breached indicators)
- SLA compliance tracking and metrics
- Business hours awareness (exclude weekends/holidays)
Acceptance Criteria
- SLA targets defined per priority level
- Visual SLA timer on ticket detail view
- SLA breach warnings displayed
- SLA compliance percentage tracked
- Business hours considered in SLA calculations