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Mesa de Ayuda tracks a Service Level Agreement (SLA) for every ticket. The SLA defines how many hours the team has to resolve a ticket after it is created. When the deadline passes, the ticket is flagged as overdue.

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How SLA hours are assigned

SLA hours are set at ticket creation by the PostgreSQL function fn_crear_ticket. The function maps the ticket’s prioridad field to a number of hours according to rules defined in the database. You do not pass sla_horas directly — the API derives it from priority automatically. 
fn_crear_ticket(...)  →  ticket_uuid
                          ticket_label
                          estado
                          tipo
                          prioridad
                          sla_horas        ← hours allowed from creation
                          fecha_creacion   ← timestamp the ticket was opened
                          fecha_limite_sla ← fecha_creacion + sla_horas
All four of these SLA-related fields are returned in the response to POST /tickets/crear.

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SLA fields explained

FieldTypeDescription
sla_horasintegerTotal hours allocated for resolution, based on priority.
fecha_limite_sladatetimeThe absolute deadline: fecha_creacion + sla_horas.
horas_restantes / horas_restantes_slafloatHours remaining until the deadline at the time of the response. Negative if overdue.
vencido / sla_vencidobooleantrue when the current time has passed fecha_limite_sla.
The field names differ slightly between the two dashboard endpoints. See the table in the next section for the exact names each endpoint returns.

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SLA in dashboard endpoints

Both dashboard endpoints expose SLA data, but they use slightly different field names.
The standard dashboard returns a summary row per ticket:
{
  "ticket_uuid": "3f7a1b2c-...",
  "ticket_label": "TK-2024-00042",
  "estado": "ASIGNADO",
  "prioridad": "ALTA",
  "sla_horas": 8,
  "horas_restantes": 2.5,
  "vencido": false
}
FieldNotes
sla_horasTotal hours allocated.
horas_restantesHours left at query time. Negative when overdue.
vencidotrue if the SLA deadline has passed.

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What happens when the SLA expires

When the current server time exceeds fecha_limite_sla:
  • vencido (dashboard) and sla_vencido (metrics) are set to true.
  • horas_restantes / horas_restantes_sla becomes a negative number indicating how many hours overdue the ticket is.
  • The ticket remains in its current state — expiry does not automatically change the ticket workflow.
  • You can filter overdue tickets in the dashboard by checking vencido: true.
SLA expiry does not automatically escalate or reassign a ticket. Your integration is responsible for monitoring vencido and triggering any escalation workflows.

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Priority and SLA allocation

The mapping between prioridad and sla_horas is configured in the database via fn_crear_ticket. The exact values depend on your deployment, but a common baseline is:
Priority (prioridad)Typical SLA (sla_horas)
CRITICA4
ALTA8
MEDIA24
BAJA72
Contact your database administrator to confirm the SLA values configured for your environment. The values above are illustrative only.

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SLA lifecycle example

1

Ticket created

A requester submits a ticket with prioridad: ALTA. fn_crear_ticket calculates sla_horas = 8 and sets fecha_limite_sla = fecha_creacion + 8 hours.
2

Agent checks the dashboard

Three hours after creation, the agent queries /dashboard. The response shows horas_restantes: 5.0 and vencido: false.
3

SLA deadline passes

Nine hours after creation, the ticket is still open. The dashboard now returns horas_restantes: -1.0 and vencido: true.
4

Ticket resolved

The agent archives the ticket via POST /tickets/{ticket_id}/archivar. The historical fecha_limite_sla is preserved for reporting.

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