Support Service Level Agreement articles

The fields used for Support Service Level Agreement article are shown below to be used in Support initialization.

Article->title: Title of the SLA, shown in the pull-down
Article->extra3: Ticket-type filtering, pipe (|) separated list of GUIDs to type articles, only visible when Ticket->type is among the listed.
Article->content: definitions, code to define the array $SLA_item, currently has the following keys. NOTE: Do not use PHP opening or closing tags.
- check_on_days: array, keys are days of the week, zero is sunday, six is saturday, values are TRUE or FALSE and determine if this SLA definition is active during those days.
- check_hours_start: int, determines the start of the timeframe (each day) during which this SLA definition is active.
- check_hours_end: int, determines the end of the timeframe (each day) during which this SLA definition is active.
- generic_timeout: int, how many seconds of general inactivity to allow before raising a notification.
- message_body: text, OPTIONAL, used to override the body of the default notification message, supports tagging (see below)
- message_subj: text, OPTIONAL, used to override the subject of the default notification message, supports tagging.
- recipients: array, OPTIONAL, keys are ignored, each value is an email address, supports email-tags (see below), default: array('','','')

Example

$SLA_item['check_on_days']=array(  
                            0 => FALSE, //Sunday  
                            1 => TRUE,  //monday  
                            2 => TRUE,  
                            3 => TRUE,  
                            4 => TRUE,  
                            5 => TRUE,  
                            6 => FALSE  //saturday  
                           );  
$SLA_item['check_hours_start']=8;  
$SLA_item['check_hours_end']=16;  
$SLA_item['generic_timeout']=7200; //2 hours  

$SLA_item['message_body']="foo\nbar \nyadayada...";  
$SLA_item['message_subj']="Notify for ";