sla_due
Sla Due
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Compute when a ticket's SLA falls due, wall-clock or business-hours. PREMIUM (license).
Typical input {"opened_at": "2026-03-02T15:30", "sla_hours": 8,
"business_hours_only": true} returns {"due": "2026-03-03T15:30", "mode":
"business hours 09:00-17:00"}; with business_hours_only false the mode is
"wall-clock".
Use when a response or resolution clock has started and one due moment is
needed. Not for multi-step project schedules (deadline_planner). Errors: on invalid, missing, or malformed input this tool never raises a protocol error — it returns {"error": "<what is wrong and how to fix it>"} (for example {"error": "opened_at must be ISO YYYY-MM-DDTHH:MM"}). Every call is read-only and idempotent, so after correcting the input it is always safe to retry.
Input schema
| Property | Type | Required | Description |
|---|---|---|---|
| opened_at | string | yes | When the SLA clock started, ISO datetime YYYY-MM-DDTHH:MM. |
| sla_hours | number | yes | SLA length in hours; greater than 0, at most 24000; fractions allowed, e.g. 7.5. |
| business_hours_only | boolean | no | If true, only time inside day_start-day_end on business days counts toward the SLA. |
| day_start | string | no | Business day start, 24h HH:MM. Default "09:00". |
| day_end | string | no | Business day end, 24h HH:MM; must be later than day_start. Default "17:00". |
| holidays | array | no | Optional list of ISO YYYY-MM-DD dates that never count as working days. |
Raw JSON schema
{
"additionalProperties": false,
"properties": {
"opened_at": {
"type": "string",
"description": "When the SLA clock started, ISO datetime YYYY-MM-DDTHH:MM."
},
"sla_hours": {
"exclusiveMinimum": 0,
"maximum": 24000,
"type": "number",
"description": "SLA length in hours; greater than 0, at most 24000;\nfractions allowed, e.g. 7.5."
},
"business_hours_only": {
"default": false,
"type": "boolean",
"description": "If true, only time inside day_start-day_end on\nbusiness days counts toward the SLA."
},
"day_start": {
"default": "09:00",
"type": "string",
"description": "Business day start, 24h HH:MM. Default \"09:00\"."
},
"day_end": {
"default": "17:00",
"type": "string",
"description": "Business day end, 24h HH:MM; must be later than day_start.\nDefault \"17:00\"."
},
"holidays": {
"default": [],
"items": {
"type": "string"
},
"type": "array",
"description": "Optional list of ISO YYYY-MM-DD dates that never count as\nworking days."
}
},
"required": [
"opened_at",
"sla_hours"
],
"type": "object"
}