26 lines
463 B
Python
26 lines
463 B
Python
"""
|
|
Case workflow configuration.
|
|
|
|
Defines SLA defaults by priority.
|
|
"""
|
|
|
|
# Terminal statuses
|
|
TERMINAL_STATUSES = {"Closed", "Rejected", "Duplicate"}
|
|
|
|
# Statuses that require closed_on date
|
|
CLOSED_DATE_REQUIRED_STATUSES = {"Closed"}
|
|
|
|
# Default SLA by priority (in hours)
|
|
DEFAULT_FIRST_RESPONSE_SLA = {
|
|
"Low": 24,
|
|
"Normal": 8,
|
|
"High": 4,
|
|
"Urgent": 1,
|
|
}
|
|
|
|
DEFAULT_RESOLUTION_SLA = {
|
|
"Low": 72,
|
|
"Normal": 48,
|
|
"High": 24,
|
|
"Urgent": 4,
|
|
}
|