Advanced SLA Rules

Extends Znuny with two dynamic field types (Database Dropdown and Database Multiselect) that allow agents to query and attach values from any SQL-accessible database directly within tickets using real-time autocomplete.

Gives service teams precise control over how long a closed ticket remains eligible for reopening through customer replies. When the configured time window expires, customer replies are either auto-rejected or used to create a new ticket.

Visualize workflows, easily assign tasks with drag-and-drop, and monitor team workload with the visual heat map. The result? Less stress, no overload, and a structured, motivated team that works independently.