Contracts are created and managed by the administrator. The manager has read-only access to track the details of individual contracts.
Contracts in the ticket system refer to SLA management. This is where all the information on service promises to customers and specifications to internal and external service providers is stored, as well as for ticket processing and its solutions. Here, time targets for the ticket processing of different ticketing processes as well as escalation times can be defined. SLA management also assigns the organizational units (customers and service providers) and services to which these rules apply.
A contract has a state model which can be displayed graphically. The current state is shown with a yellow background:
