Per-category SLA targets (and overriding them)

Every category ships with a default SLA target that fires when a report is assigned to a worker. The defaults reflect typical municipal posture:

| Category | Default |
|-------------|---------|
| Water | 24 h |
| Hazardous tree | 48 h |
| Noise | 24 h |
| Parking / abandoned vehicle | 48 h |
| Debris / illegal dumping | 72 h |
| Signage damaged | 72 h |
| Pothole | 7 days |
| Parks / playground | 7 days |
| Animal control | 24 h |
| Streetlight | 14 days |
| Graffiti | 14 days |
| Sidewalk | 30 days |
| Other | 7 days |

To override:

1. `/civicreports` → **Settings** tab.
2. Pick the jurisdiction.
3. Enter your override value (in hours) for each category you want to change. Leave a category blank to use the platform default.
4. Save.

Overrides are per-jurisdiction. An org that's claimed Norfolk AND Virginia Beach can carry different SLAs for each. Edits apply to all *future* assignments — already-assigned reports keep the SLA they were stamped with.

The SLA escalation scheduler runs every 6 hours. Any `assigned` or `inProgress` report whose `slaTargetAt` has passed gets auto-elevated to `urgent` priority with an internal note on the timeline ("SLA breach — auto-escalated"). The report stays in the same status — it doesn't auto-reassign or auto-close.

If you set a category override for one jurisdiction and a report touches multiple (most do — city + county + state), the SLA used is from the *first* claimed jurisdiction in the report's `jurisdictionSlugs` list that has a matching override. In practice, that's almost always the city.