Service Desk & SLA turns the standard Odoo Project app into a help desk. Define SLA policies that set a response and a resolution deadline based on your working calendar, so the timers pause outside business hours instead of running through the night.

Every ticket shows its SLA policy, its deadlines and a live status of in progress, met or breached, and an hourly job flags breaches for you. A public form lets anyone raise a request, and a customer portal lets logged-in clients track their own tickets and follow the conversation.

All incoming requests grouped by stage, with priority, type and assignee, so your team always knows what to pick up next.

Each ticket carries a request type, a priority and its live SLA countdown on top of the standard Odoo task, so agents work one familiar screen.

Define as many policies as you need, each matching a priority and a request type, with its own response and resolution targets.

Set the response and resolution hours and the working-hours calendar. Deadlines are then computed in business time, not wall-clock time.

A dedicated view of every request that has blown its resolution deadline, so nothing quietly slips past its SLA.

Signed-in customers see their own requests with a live SLA badge, On Track, In Progress or Breached, and the resolution due date on every row.

Customers open a request to read its full history and reply, keeping every message on the ticket instead of scattered across email.

The module adds an SLA Policy model. Set a response and a resolution time, pick the priority and request type it applies to and a working calendar. Each matching ticket then shows its deadlines and a live SLA status.

Yes. Each policy points to a working calendar, so the response and resolution deadlines are calculated on business hours and pause overnight and at weekends, giving realistic due times.

Yes. A public form at /servicedesk lets anyone raise a request, and logged-in customers get a portal at /my/servicedesk that lists their tickets with status, SLA badge and due date, plus a detail page with a message thread to follow up.

Yes. SLA policies can be scoped to one company or left shared across all, and record rules keep each company to its own policies and tickets, so a multi-company database stays cleanly separated.

Use the version selector at the top of this page to pick your Odoo release. The module builds on the standard Project app and works on both Community and Enterprise.

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