04/06 adding some additional functions

config/config.py

@@ -62,6 +62,14 @@ class Config:
     # To switch to Redis when it becomes available: set RATELIMIT_STORAGE_URI=redis://...
     RATELIMIT_STORAGE_URI = os.environ.get('RATELIMIT_STORAGE_URI', 'memory://')
 
+    # SLA — hours until a ticket is considered overdue, by priority.
+    # Override via environment variables if needed (e.g. SLA_CRITICAL_HOURS=2).
+    # These are also seeded into SystemSetting so admins can tune them in-app.
+    SLA_CRITICAL_HOURS = int(os.environ.get('SLA_CRITICAL_HOURS', 4))
+    SLA_HIGH_HOURS     = int(os.environ.get('SLA_HIGH_HOURS',     8))
+    SLA_MEDIUM_HOURS   = int(os.environ.get('SLA_MEDIUM_HOURS',   48))
+    SLA_LOW_HOURS      = int(os.environ.get('SLA_LOW_HOURS',      120))
+
     # Admin
     ADMIN_EMAIL = os.environ.get('ADMIN_EMAIL', 'admin@yourdomain.com')
     ADMIN_PASSWORD = os.environ.get('ADMIN_PASSWORD', 'Admin@123!')