SLA Breach Monitoring #

DMSI Service Management includes a background job that continuously monitors active requests for SLA breaches.

How the Background Job Works #

One of the eight Action Scheduler background jobs is dedicated to SLA monitoring. On each run, the job:

1. Queries all open (non-completed, non-cancelled) requests that have an SLA template assigned
2. Calculates elapsed business hours since the request was created
3. Compares elapsed time against the template’s response and resolution targets
4. Flags any request where elapsed time has exceeded a target
5. Creates an escalation record for breached requests

Requests in On Hold status have their SLA timers paused. Time spent on hold does not count toward elapsed time.

Escalation on Breach #

When a breach is detected:

• An escalation record is created and appears in the Escalations section of Settings
• An escalation-notification email can be sent to the designated escalation recipient
• The dmsi_sm_sla_breach WordPress action hook fires, allowing custom code to respond to the breach

The dmsi_sm_sla_breach Hook #

Developers can hook into breach events using:

add_action( 'dmsi_sm_sla_breach', function( $request_id, $breach_type ) {
    // $breach_type is 'response' or 'resolution'
    // Custom handling here
}, 10, 2 );

SLA Timer Display on Requests #

On each request detail page, an SLA timer shows the current status:

• Green – Within target time
• Yellow – Approaching target (within the final 20% of allowed time)
• Red – Target has been breached

The timer updates when the page is loaded.