213.26

v 13.0 Third Party
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Repair Service - Contract SLA

This module link the functionality of SLA Management with Contract Management. It allows to define and manage the promises to the customers. The priority can be defined in each agreement.

A Service Level Agreement can be assigned to an individual contract. If assigned to a contract then all tickets created in that contract, by default will fall under that SLA.

This module is compatible with

  • Community
  • Enterprise
  • Odoo.sh

Key Features

    Automatically applies SLA on ticket as configure in contract.
    Deadline automatically calculated as applied on SLA.
    Check all SLA history on ticket.

SLA Policies Configuration

To configure SLA Policies, go to Helpdesk/Configuration/Tickets/SLA Policies.

SLA policies can be configured on different ticket type and stages, based on that it a deadline date on the ticket can be setup on Hour/Days/Week basis.

SLA management set targets for first response, time consumed to assign the ticket to a staff member, staff response time to the customer and its concluding status (Closed or Resolved or a customized status can be defined)

Fields Description

Ticket Type: SLA applies automatically, base on ticket type.
From Stage: SLA applies automatically when ticket reaches in from Stage.
To Stage: SLA will be applicable on ticket for selected "To Stage".
Reach In: Time duration configured on SLA.
Next Action: If SLA fails on ticket then automatically ticket will move on next configured stage.

SLA on Contract

A Service Level Agreement can be assigned to an individual contract. If assigned to a contract then all tickets created in that contract, by default will fall under that SLA.

Fields Description

Ticket SLA: By default the SLA will be assigned to all the tickets created under that contract.

SLA on ticket

Auto assign SLA on ticket as per SLA configuration. SLA history with current SLA can be checked on running ticket.

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