Odoo Community Association

Helpdesk Ticket SLA

Beta License: AGPL-3 OCA/helpdesk Translate me on Weblate Try me on Runboat

This module extends the Helpdesk application by introducing Service Level Agreement (SLA) functionality.

With this module, helpdesk teams can enforce response and resolution targets, improving accountability and customer satisfaction.

Table of contents

Configuration

To configure this module, you need to:

  1. Allow SLA for a Helpdesk’s Team (Use SLA)
  2. Set a resource calendar

Configure SLA

  1. Go to Helpdesk > Configuration > SLA.
  2. Edit or create a new SLA.
  3. Select a days or hours for that SLA.
  4. Restrict it with Teams, Categories and Tags (leave empty to apply to all). The Filter domain is applied in addition to these, and its record count ignores them.
  5. Select the Stage the ticket must reach to accomplish the SLA. The SLA is accomplished as soon as the ticket is in this stage or a later one (by stage sequence). Until then it is in progress, and it expires if the deadline passes first.
  6. Optionally select Ignore Stages. While the ticket is in one of these stages (e.g. “Waiting for customer”), the SLA is on hold and its time does not count.

SLAs are computed when a ticket is created, so existing tickets need Set SLA to get newly created SLAs.

Usage

  1. Go to Helpdesk > Tickets to see the tickets Kanban view.
  2. In the Kanban view, tickets with an SLA in progress show the SLA deadline. It is shown in red when overdue and in orange when due today.
  3. In the ticket form, you will see all affected SLAs that were computed on creation, as colored tags (green: accomplished, orange: in progress, red: expired, gray: on hold) next to the SLA deadline.
  4. If the SLA should change due a change on the ticket, you can recompute it with the Set SLA button.

Bug Tracker

Bugs are tracked on GitHub Issues. In case of trouble, please check there if your issue has already been reported. If you spotted it first, help us to smash it by providing a detailed and welcomed feedback.

Do not contact contributors directly about support or help with technical issues.

Credits

Authors

  • GARCO Consulting

Contributors

Maintainers

This module is maintained by the OCA.

Odoo Community Association

OCA, or the Odoo Community Association, is a nonprofit organization whose mission is to support the collaborative development of Odoo features and promote its widespread use.

This module is part of the OCA/helpdesk project on GitHub.

You are welcome to contribute. To learn how please visit https://odoo-community.org/page/Contribute.