Hi, I've been dying to create a new discussion about this.I've searched all over the internet how to change the SLA from hours to minutes but nothing give me an exact and satisfying answers for my problem.osTicket is a really great product and my boss want me to change the SLA to minutes for technical reason. I found osT+ but I'll ignore it since it was built with older version of osTicket (my guess is from 2014). So, I tried to code it by myself and quite struggled on it. Please help me if you can on this discussion.The obvious file you would like to see is and look for line 82 to 94, you'll see these codes:$sql='SELECT ticket.*, lock_id, dept_name ' .' ,IF(sla.id IS NULL, NULL, ' .'DATE_ADD(ticket.created, INTERVAL sla.grace_period HOUR)) as sla_duedate ' .' ,count(distinct attach.attach_id) as attachments' .' FROM '.TICKET_TABLE.' ticket ' .' LEFT JOIN '.DEPT_TABLE.' dept ON (ticket.dept_id=dept.dept_id) ' .' LEFT JOIN '.SLA_TABLE.' sla ON (ticket.sla_id=sla.id AND sla.isactive=1) ' .' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock ON ( ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW()) ' .' LEFT JOIN '.TICKET_ATTACHMENT_TABLE.' attach ON ( ticket.ticket_id=attach.ticket_id) ' .' WHERE ticket.ticket_id='.db_input($id) .' GROUP BY ticket.ticket_id';notice there's INTERVAL query there. That's how osTicket count the grace period, it's from the interval between created ticket and SLA we create on the admin panel. The INTERVAL was set in HOUR, this is an actual query of SQL and all you have to do just change the HOUR to MINUTE like this:$sql='SELECT ticket.*, lock_id, dept_name ' .' ,IF(sla.id IS NULL, NULL, ' .'DATE_ADD(ticket.created, INTERVAL sla.grace_period MINUTE)) as sla_duedate 'And that's it. You've successfully change the SLA from hour to minute. And from now on, every newly created SLA will count in minutes. You can try it.But after I did that, there's another problem. The overdue alerts won't show up both on email and on the tiket page. I thought this might be a server problem, but eventually the overdue alert came on my email ten minutes later even though I set the SLA to one minute.By the time I wrote this discussion, I tried to test the SLA to 60 minutes. So I created a ticket, It's been 3 hours and no alerts shows up on the ticket page and my email.Anyone had the same problem as mine? I also post this problem on Stackoverflow. If you want see the screenshot of my problem feel free to check it out: http://stackoverflow.com/questions/39651745/change-osticket-sla-from-hours-to-minutes