SLAs specific behaviour with ticket.state

[Dr4gon]

@ralf401 I learnt yesterday from Gerrit that configuring SLAs using ticket states such as new, and open are not a good idea.

1. States like new and open have inherent escalation mechanics already. These can be configured in the Object manager.
2. The inherent escalation mechanics overrule the set SLAs going toe to toe.

Maybe it's worth mentioning both of this in a warning in the SLAs example.

[ralf401]

AFAIK you can just define if a state should be ignored for escalation. Do you mean that?

If yes, I would not explicitly mention it because it works as expected out of the box (only closed and pending states ignore escalations).

I think it is fine to mention that states don't need to be included in the condition because it just works™. Ok with that?

[ralf401]

@Dr4gon I'll close this issue now in favor of the parent issue about overhauling the whole SLA content.

Edited: I added some words about the ticket states.