[17.0][BACKPORT] helpdesk_mgmt_sla: Backport from 18.0#1002
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BernatObrador
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LGTM, tested in runboat.
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Backport helpdesk_mgmt_sla from #837 and #882
@miquelalzanillas @lbarry-apsl @mpascuall @peluko00 @javierobcn @BernatObrador @cubells @isugac @palomagrc93 @LlucSG @shirashi3771 please review