Helpdesk Ticket SLA
by GARCO Consulting https://github.com/OCA/helpdesk , Odoo Community Association (OCA) https://github.com/OCA/helpdesk| Availability |
Odoo Online
Odoo.sh
On Premise
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| Odoo Apps Dependencies |
Discuss (mail)
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| Community Apps Dependencies | Show |
| Lines of code | 3728 |
| Technical Name |
helpdesk_mgmt_sla |
| License | AGPL-3 |
| Website | https://github.com/OCA/helpdesk |
| Versions | 12.0 13.0 14.0 16.0 18.0 |
Helpdesk Ticket SLA
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
Configuration
To configure this module, you need to:
- Allow SLA for a Helpdesk’s Team
- Set a resource calendar
Configure SLA
- Go to Helpdesk > Configuration > SLA.
- Edit or create a new SLA.
- Select a days or hours for that SLA.
Usage
- Go to Helpdesk or Helpdesk > Dashboard to see the tickets dashboard.
- In the Kanban view, you can see datetime in two colors: Green and Red. If is green, SLA is ok, if is red, SLA is wrong.
- In the form, you will see all affected SLAs that were computed on creation.
- If the SLA should change due a change on the ticket, you can recompute it.
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
- GARCO Consulting:
- Héctor Garrido
- Bojan Anchev <bojan.anchev@camptocamp.com>
- Heliconia Solutions Pvt. Ltd.
- Bhavesh Heliconia
- Dixmit
- Enric Tobella
Maintainers
This module is maintained by the OCA.
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.
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