Support Tickets and SLA Timers Schema

ER Diagrams · made in Skemio

ER diagram showing tickets connected to ticket_notes, sla_policies, and sla_timers to track SLA targets and support comments.

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What it shows

SLA policies map target response minutes based on ticket urgency
Milestone timer records monitor breach status independently per event
Private internal notes share the timeline without customer visibility

The takeaway

Dynamic SLA milestones prevent hardcoded timer logic from leaking into core ticket records.

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