SLA management in RT


Does RT (free or commercial version) fully support SLAs?

By this I mean:

  • Can different SLAs be assigned to different ticket levels / customers?
  • Does the support engineer see a countdown timer for their tickets?
  • Can RT automatically email management when tickets are close to breaching their SLA (we define the time)?
  • Can we get reports of ticket resolution times including metrics of tickets that breached SLA?