Helpdesk SLA Storage

Audience

Developers, database engineers, QA and support.

Summary

SLA persistence uses two tenant entities: SlaPolicy for configuration and TicketSla for per-ticket target state.

Reference Content

Policy stores name, optional category/priority identifiers, string-converted target type, converted duration and active flag. Tenant/name is unique.

TicketSla stores ticket/policy identifiers, target type, due/met timestamps and breach flag. It has tenant/ticket/target and tenant/breach/due indexes. Ticket and policy identifiers are not configured as relational foreign keys.

Requires confirmation

Foreign keys, one-policy/target uniqueness, policy retirement, business-calendar storage and SLA retention require confirmation.

Source References

• microservices/src/helpdesk-service/Domain/HelpdeskEntities.cs
• microservices/src/helpdesk-service/Infrastructure/HelpdeskDbContext.cs
• microservices/src/helpdesk-service/Api/HelpdeskEndpoints.cs

Related Articles

• Database overview
• Schema reference
• Database limitations

See Also

• API documentation
• Technical documentation

Keywords

SLA policy, ticket SLA, due time, breach index.

Revision Information

• Status: Draft
• Last reviewed: 2026-07-20
• Next review: 2026-10-20