A deadline is a promise you can see

Urgent, high, medium, and low each carry a first-response window and a resolution window. Business hours apply. PENDING and ON HOLD pause the clock.

A near-breach warning fires before the resolution target slips. A breach can escalate the ticket and notify the assignee, or the admins if the ticket is orphaned.

Workspace suspension is another kind of pause. Ticket pauses and workspace pauses are a union of intervals, so overlapping downtime is not counted twice.

Due dates do not jump around to hide a missed target. The honest clock is the one with pauses written down.