SLA Warnings

Introducing a new SLA Warning system with new alert states and granular popup control:

• Added ALERT state (orange badge) for tickets nearing SLA deadlines
• Separate Define Alert and Define Due Soon thresholds (15min, 30min, 1hr, 2hr, 4hr)
• New Popup control with three modes:
  • Disabled: No automatic popup warnings
  • Alerts Only: Popup only for ALERT state tickets (default)
  • Due Soon and Alerts: Popup for both ALERT and SOON state tickets
• Modal displays three sections: Alert, Due Soon, and Past Due
• Each section subdivided into New Warnings and Previously Shown
• Tickets moving from SOON to ALERT state trigger new warnings
• A new SLA button is now provided on the Tickets and My Queue tabs