Metadata-Version: 2.1
Name: odoo-addon-helpdesk_mgmt_sla
Version: 18.0.2.1.1
Requires-Python: >=3.10
Requires-Dist: odoo-addon-helpdesk_mgmt==18.0.*
Requires-Dist: odoo==18.0.*
Summary: Add SLA to the tickets for Helpdesk Management.
Home-page: https://github.com/OCA/helpdesk
License: AGPL-3
Author: GARCO Consulting, Odoo Community Association (OCA)
Author-email: support@odoo-community.org
Classifier: Programming Language :: Python
Classifier: Framework :: Odoo
Classifier: Framework :: Odoo :: 18.0
Classifier: License :: OSI Approved :: GNU Affero General Public License v3
Description-Content-Type: text/x-rst

.. image:: https://odoo-community.org/readme-banner-image
   :target: https://odoo-community.org/get-involved?utm_source=readme
   :alt: Odoo Community Association

===================
Helpdesk Ticket SLA
===================

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|badge1| |badge2| |badge3| |badge4| |badge5|

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

- Define and manage multiple SLAs per ticket.
- Track deadlines and compliance for each SLA independently.
- Gain better visibility into support performance and ensure service
  commitments are met.

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

**Table of contents**

.. contents::
   :local:

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 <https://github.com/OCA/helpdesk/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 <https://github.com/OCA/helpdesk/issues/new?body=module:%20helpdesk_mgmt_sla%0Aversion:%2018.0%0A%0A**Steps%20to%20reproduce**%0A-%20...%0A%0A**Current%20behavior**%0A%0A**Expected%20behavior**>`_.

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

Credits
=======

Authors
-------

* GARCO Consulting

Contributors
------------

- `GARCO Consulting <https://www.garcoconsulting.es>`__:

  - Héctor Garrido
  - Bojan Anchev <bojan.anchev@camptocamp.com>

- `Heliconia Solutions Pvt. Ltd. <https://www.heliconia.io>`__

  - Bhavesh Heliconia

- `Dixmit <https://www.dixmit.com>`__

  - Enric Tobella

Maintainers
-----------

This module is maintained by the OCA.

.. image:: https://odoo-community.org/logo.png
   :alt: Odoo Community Association
   :target: https://odoo-community.org

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 <https://github.com/OCA/helpdesk/tree/18.0/helpdesk_mgmt_sla>`_ project on GitHub.

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