docs: write the three business-hours claims outside the SLA page to source (#928)

.changeset/business-hours-spillover-setup-faq-glossary.md

@@ -0,0 +1,53 @@
+---
+'hotcrm': patch
+---
+
+Write the three remaining business-hours claims to what the app actually ships,
+in all three locales. PR #924 fixed the two on `service/sla-and-escalation`; the
+same promise was still being made on the setup checklist, in the FAQ and in the
+glossary, and the setup page had ended up contradicting the SLA page outright.
+Every claim was re-confirmed against `origin/main` first: `business_hours`,
+`workingHours`, `businessCalendar` and `slaCalendar` have zero occurrences in
+`src/`, the only `business.?hour` matches are three product-description strings
+in the seed data, and the only code that computes an SLA deadline is
+`due.setHours(due.getHours() + 4)` in `src/objects/case.hook.ts` — wall-clock
+hours, stamped for `critical` and no other priority.
+
+**`administration/setup` no longer sends admins to a screen that does not
+exist.** Day-1 section 2 was a checklist — three checkboxes under a bold
+**Setup → Business Hours** heading — telling a new admin to enter working days,
+working hours and the year's holidays, then closing with "business hours drive
+SLA calculations". There is no such screen, none of the three settings exist,
+and after #924 the page it linked to says so in as many words, so the two pages
+disagreed about the same feature. The section keeps its number and its name (a
+reader who was sent looking for it needs to find out what happened to it) and
+now states plainly that there is nothing to configure, that deadlines therefore
+run on calendar hours, and that the four-hour Critical target is the only
+deadline the app computes. The old example, "resolve within 8 business hours",
+is High's service commitment: nothing stamps `sla_due_date` for High, so it is
+now named as a promise the team keeps rather than a clock the app runs.
+
+**`reference/faq` no longer lists two fictional preconditions for the SLA
+clock.** "My SLA clock isn't running" told the reader to check that business
+hours were configured and that the case's priority had an SLA defined, then
+added that cases without a priority get the default SLA. None of the three is
+real — there is no business-hours setup, no per-priority SLA definition screen
+and no default SLA. This was the expensive one: an admin whose High case was not
+being timed went looking for a configuration problem, when the reason is that
+the hook stamps `sla_due_date` for `critical` only. The answer now opens by
+saying there is no countdown at all, and the checklist is the real one — open
+status (`case_sla_monitor` filters `status: { $nin: ['resolved', 'closed'] }`),
+a due date present at all, and that due date already past with an hourly sweep
+having run since. The first bullet, open status, was already correct and is
+unchanged.
+
+**`reference/glossary` keeps the term and loses the false half.** The entry
+defined business hours as "working days and hours used in SLA calculations",
+which describes a concept this app does not have and asserts a use it does not
+make. It now gives the industry meaning, states that HotCRM has none of it, and
+points at where the one real deadline comes from.
+
+Whether the app *should* grow a business-hours calendar, per-priority SLA
+definitions or a default SLA stays open in #595 — this change records today's
+behaviour only. Documentation in three locales; no metadata under `src/`
+changed. Refs #928, #917, #924, #903.

content/docs/administration/setup.mdx

@@ -17,15 +17,11 @@ Navigate to **Setup → Company Information**:
 - [ ] Fiscal year start month (used by all forecast reports)
 - [ ] Default language
 
-### 2. Business hours
+### 2. Business hours — nothing to configure
 
-**Setup → Business Hours**:
+**There is no Setup → Business Hours screen.** This app ships no working-day calendar, no working-hours window and no holiday list — nothing to fill in here, and nothing a deadline could be counted against. The section is kept only so the admin who came looking for that screen stops looking.
 
-- [ ] Working days (e.g., Mon–Fri)
-- [ ] Working hours (e.g., 9 AM – 6 PM)
-- [ ] Holidays for the year
-
-Business hours drive [SLA calculations](/docs/service/sla-and-escalation) — e.g., "resolve within 8 business hours" uses these.
+What follows from that is on the SLA side: deadlines run on **calendar hours**. The one deadline this app computes is the Critical case target — `src/objects/case.hook.ts` adds four hours to the wall clock (`due.setHours(due.getHours() + 4)`) — so a Critical case opened at 4pm on a Friday is due at 8pm that same Friday, and nights, weekends and holidays all count against it. No other priority is stamped with a due date at all: the 8-hour High target and the rest are service promises your team keeps, not clocks the app runs. See [SLA & Escalation](/docs/service/sla-and-escalation).
 
 ### 3. Email setup
 

content/docs/administration/setup.zh-Hans.mdx

@@ -17,15 +17,11 @@ description: 让 HotCRM 为你的团队做好生产准备的第一周任务。
 - [ ] 财年起始月份（所有预测报表都会用到）
 - [ ] 默认语言
 
-### 2. 工作时间
+### 2. 营业时间 —— 没有需要配置的东西
 
-**设置 → 工作时间**：
+**不存在“设置 → 营业时间”这个屏幕。** 本应用没有工作日日历，没有工作时段设置，也没有节假日清单 —— 这里没有任何可填的项，也不存在任何可供截止时间去对照的东西。这一节保留下来，只是为了让被指去找那个屏幕的管理员别再找了。
 
-- [ ] 工作日（例如周一至周五）
-- [ ] 工作时段（例如上午 9 点 – 下午 6 点）
-- [ ] 当年的假期
-
-工作时间驱动 [SLA 计算](/zh-Hans/docs/service/sla-and-escalation) —— 例如“在 8 个工作小时内解决”就用到了这些。
+由此带来的后果落在 SLA 一侧：截止时间按**日历小时**走。本应用唯一会算出来的截止时间是 Critical 工单的目标 —— `src/objects/case.hook.ts` 往当前时钟上加 4 小时（`due.setHours(due.getHours() + 4)`）—— 所以一个周五下午 4 点建的 Critical 工单，截止时间就是同一个周五晚上 8 点，夜间、周末与节假日一律照算进去。其余优先级根本不会被打上截止时间：High 的 8 小时目标以及其余各档，都是你的团队自己守的服务承诺，不是应用在跑的计时器。参见 [SLA 与升级](/zh-Hans/docs/service/sla-and-escalation)。
 
 ### 3. 电子邮件设置
 

content/docs/administration/setup.zh-Hant.mdx

@@ -17,15 +17,11 @@ description: 讓 HotCRM 為你的團隊做好生產準備的第一週任務。
 - [ ] 財年起始月份（所有預測報表都會用到）
 - [ ] 預設語言
 
-### 2. 工作時間
+### 2. 營業時間 —— 沒有需要設定的東西
 
-**設定 → 工作時間**：
+**不存在「設定 → 營業時間」這個畫面。** 本應用沒有工作日日曆，沒有工作時段設定，也沒有假日清單 —— 這裡沒有任何可填的項目，也不存在任何可供截止時間去對照的東西。這一節保留下來，只是為了讓被指去找那個畫面的管理員別再找了。
 
-- [ ] 工作日（例如週一至週五）
-- [ ] 工作時段（例如上午 9 點 – 下午 6 點）
-- [ ] 當年的假期
-
-工作時間驅動 [SLA 計算](/zh-Hant/docs/service/sla-and-escalation) —— 例如「在 8 個工作小時內解決」就用到了這些。
+由此帶來的後果落在 SLA 一側：截止時間按**日曆小時**走。本應用唯一會算出來的截止時間是 Critical 工單的目標 —— `src/objects/case.hook.ts` 往當前時鐘上加 4 小時（`due.setHours(due.getHours() + 4)`）—— 所以一個週五下午 4 點建的 Critical 工單，截止時間就是同一個週五晚上 8 點，夜間、週末與假日一律照算進去。其餘優先順序根本不會被打上截止時間：High 的 8 小時目標以及其餘各檔，都是你的團隊自己守的服務承諾，不是應用在跑的計時器。參見 [SLA 與升級](/zh-Hant/docs/service/sla-and-escalation)。
 
 ### 3. 電子郵件設定
 

content/docs/reference/faq.mdx

@@ -86,13 +86,13 @@ The **Process Monitor** (Setup → Process Monitor) shows the last 24 hours of a
 
 ### My SLA clock isn't running.
 
-Check:
+Nothing counts down in this app — there is no live SLA timer to watch. What exists is a due date stamped on Critical cases and an hourly sweep that reports a breach after the fact. Check:
 
-- The case is in an **open status** (not Resolved / Closed).
-- **Business hours** are configured.
-- The case's **priority** has an SLA defined.
+- The case is in an **open status** (not Resolved / Closed) — the hourly `case_sla_monitor` sweep filters `status: { $nin: ['resolved', 'closed'] }`, so a resolved case is never picked up.
+- The case has an **SLA Due Date** at all. Only **Critical** gets one automatically: `src/objects/case.hook.ts` stamps `sla_due_date` four hours out, and no other priority is stamped. A case with a blank due date is never a candidate for the sweep, so **SLA Violated** stays `false` however long it stays open. (Typing a due date in by hand works — the sweep then treats that case like any other.)
+- That due date is already **in the past**, and a sweep has run since. The sweep is hourly and only flags cases that are already over, so a case resolved late but before the next sweep is never flagged at all.
 
-Cases without a priority get the *default* SLA; if none is set, no clock runs.
+**There is no business-hours setting to check** — no working-day calendar, no holiday list, no *Setup → Business Hours* screen anywhere in this app. Those four hours are wall-clock hours, and nights, weekends and holidays count against them. **There is also no per-priority SLA definition and no default SLA**: the four-hour Critical target is the only one the app keeps, written into the hook rather than configured, and High / Medium / Low are service promises your team keeps by hand. See [SLA & Escalation](/docs/service/sla-and-escalation).
 
 ### Auto-numbering jumped (e.g., from #1234 to #1267).
 

content/docs/reference/faq.zh-Hans.mdx

@@ -86,13 +86,13 @@ Copilot 遵守你的共享设置 —— 如果你看不到它，它也看不到
 
 ### 我的 SLA 计时器没有运行。
 
-检查：
+本应用里没有任何东西在倒计时 —— 不存在可以盯着看的实时 SLA 计时器。真实存在的是：给 Critical 工单打上的一个截止时间，加上一个每小时跑一次、事后标记违约的扫描。检查：
 
-- 案例处于**打开状态**（不是 Resolved / Closed）。
-- 已配置**营业时间**。
-- 案例的**优先级**已定义 SLA。
+- 工单处于**打开状态**（不是 Resolved / Closed）—— 每小时的 `case_sla_monitor` 扫描按 `status: { $nin: ['resolved', 'closed'] }` 过滤，所以已解决的工单永远不会被捞进来。
+- 工单**根本有没有 SLA 截止时间**。只有 **Critical** 会被自动打上：`src/objects/case.hook.ts` 把 `sla_due_date` 打在 4 小时之后，其余优先级一概不打。截止时间为空的工单永远进不了扫描的候选集，所以无论它开着多久，**SLA Violated** 都保持 `false`。（手工填一个截止时间是有效的 —— 之后扫描会像对待其他工单一样对待它。）
+- 那个截止时间**已经过去**，并且此后已经跑过一次扫描。扫描每小时一次，且只标记已经超期的工单，所以一个超期但在下一次扫描之前就被解决的工单，根本不会被标记。
 
-没有优先级的案例会获得*默认* SLA；如果未设置，则不运行计时器。
+**没有营业时间设置可查** —— 本应用里没有工作日日历，没有节假日清单，也不存在“设置 → 营业时间”这个屏幕。那 4 小时是挂钟小时，夜间、周末与节假日一律照算。**同样不存在“按优先级定义 SLA”这件事，也没有默认 SLA**：Critical 的 4 小时是本应用唯一守的目标，它写死在钩子里而不是配出来的；High / Medium / Low 是你的团队自己守的服务承诺。参见 [SLA 与升级](/zh-Hans/docs/service/sla-and-escalation)。
 
 ### 自动编号跳号了（例如，从 #1234 跳到 #1267）。
 

content/docs/reference/faq.zh-Hant.mdx

@@ -86,13 +86,13 @@ Copilot 遵守你的共享設定 —— 如果你看不到它，它也看不到
 
 ### 我的 SLA 計時器沒有執行。
 
-檢查：
+本應用裡沒有任何東西在倒數 —— 不存在可以盯著看的即時 SLA 計時器。真實存在的是：給 Critical 工單打上的一個截止時間，加上一個每小時跑一次、事後標記違約的掃描。檢查：
 
-- 案例處於**開啟狀態**（不是 Resolved / Closed）。
-- 已設定**營業時間**。
-- 案例的**優先順序**已定義 SLA。
+- 工單處於**開啟狀態**（不是 Resolved / Closed）—— 每小時的 `case_sla_monitor` 掃描按 `status: { $nin: ['resolved', 'closed'] }` 過濾，所以已解決的工單永遠不會被撈進來。
+- 工單**到底有沒有 SLA 截止時間**。只有 **Critical** 會被自動打上：`src/objects/case.hook.ts` 把 `sla_due_date` 打在 4 小時之後，其餘優先順序一概不打。截止時間為空的工單永遠進不了掃描的候選集，所以無論它開著多久，**SLA Violated** 都保持 `false`。（手工填一個截止時間是有效的 —— 之後掃描會像對待其他工單一樣對待它。）
+- 那個截止時間**已經過去**，並且此後已經跑過一次掃描。掃描每小時一次，且只標記已經逾期的工單，所以一個逾期但在下一次掃描之前就被解決的工單，根本不會被標記。
 
-沒有優先順序的案例會獲得*預設* SLA；如果未設定，則不執行計時器。
+**沒有營業時間設定可查** —— 本應用裡沒有工作日日曆，沒有假日清單，也不存在「設定 → 營業時間」這個畫面。那 4 小時是掛鐘小時，夜間、週末與假日一律照算。**同樣不存在「按優先順序定義 SLA」這件事，也沒有預設 SLA**：Critical 的 4 小時是本應用唯一守的目標，它寫死在鉤子裡而不是設定出來的；High / Medium / Low 是你的團隊自己守的服務承諾。參見 [SLA 與升級](/zh-Hant/docs/service/sla-and-escalation)。
 
 ### 自動編號跳號了（例如，從 #1234 跳到 #1267）。
 

content/docs/reference/glossary.mdx

@@ -31,7 +31,7 @@ description: CRM and platform terms — alphabetised so you can stop bluffing in
 
 **Bookings** — Closed-won contract value in a period. Includes new + expansion + renewal.
 
-**Business hours** — Working days and hours used in SLA calculations.
+**Business hours** — The working days and hours a deadline is counted against, in CRMs that have them. **HotCRM does not have them**: no working-day calendar, no holiday list, no *Setup → Business Hours* screen, nothing in its metadata a deadline could be measured against. Its one computed deadline — the four hours on a Critical case — is added to the wall clock, so nights, weekends and holidays all count. See [SLA & Escalation](/docs/service/sla-and-escalation).
 
 ## C
 

content/docs/reference/glossary.zh-Hans.mdx

@@ -31,7 +31,7 @@ description: CRM 与平台术语 —— 按字母排序，让你在会议中不
 
 **Bookings（签约额）** —— 某一期间内的赢单合同价值。包括新增 + 扩展 + 续约。
 
-**Business hours（营业时间）** —— SLA 计算中使用的工作日和工作时间。
+**Business hours（营业时间）** —— 在提供这项设置的 CRM 里，指截止时间所对照的工作日与工作时段。**HotCRM 没有这个概念**：没有工作日日历，没有节假日清单，没有“设置 → 营业时间”这个屏幕，元数据里也不存在任何可供截止时间去对照的东西。它唯一算得出来的截止时间 —— Critical 工单的那 4 小时 —— 是加在挂钟上的，夜间、周末与节假日一律照算。参见 [SLA 与升级](/zh-Hans/docs/service/sla-and-escalation)。
 
 ## C
 

content/docs/reference/glossary.zh-Hant.mdx

@@ -31,7 +31,7 @@ description: CRM 與平台術語 —— 按字母排序，讓你在會議中不
 
 **Bookings（簽約額）** —— 某一期間內的贏單合約價值。包括新增 + 擴展 + 續約。
 
-**Business hours（營業時間）** —— SLA 計算中使用的工作日和工作時間。
+**Business hours（營業時間）** —— 在提供這項設定的 CRM 裡，指截止時間所對照的工作日與工作時段。**HotCRM 沒有這個概念**：沒有工作日日曆，沒有假日清單，沒有「設定 → 營業時間」這個畫面，中繼資料裡也不存在任何可供截止時間去對照的東西。它唯一算得出來的截止時間 —— Critical 工單的那 4 小時 —— 是加在掛鐘上的，夜間、週末與假日一律照算。參見 [SLA 與升級](/zh-Hant/docs/service/sla-and-escalation)。
 
 ## C