MSP Service Desk with SLA & Escalation Engine
Ticketing desk with per-contract SLA policies, business-calendar aware timers, stop-clock pauses and breach escalation
MSP Service Desk with SLA & Escalation Engine Built for managed service providers (MSP) that must honor contractual response and resolution commitments per client.
Key Features
MSP Business Calendar
MSP Business Calendar. Tracks Timezone, Working Hours, Holidays / Leaves, Contracts.
MSP Business Calendar Working Hours
MSP Business Calendar Working Hours. Tracks Working Hours From, Working Hours To.
MSP Business Calendar Holiday / Leave
MSP Business Calendar Holiday / Leave.
MSP Support Contract
MSP Support Contract. Tracks Client, Business Calendar, End Date, SLA Policies, Tickets. One-click renew, view tickets.
MSP SLA Escalation Rule
MSP SLA Escalation Rule. Tracks Trigger At (% of budget), Notify, Reassign To.
MSP SLA Policy
MSP SLA Policy. Tracks Response Target (business hours), Resolution Target (business hours), Escalation Ladder, Tickets.
MSP Support Ticket
MSP Support Ticket. Tracks Client, Contract, Assigned Agent, SLA Policy, Business Calendar. One-click start progress, mark waiting customer, resume, resolve, close.
Use Cases
Screenshots
Business Calendars
Contracts
Sla Attainment
Sla Policies
Why Choose This Module
Per-client business calendars (working days/hours, holidays) so SLA timers never count time the client's office is closed. SLA policy matrix: one policy per contract x priority combination, each with its own response and resolution target in business hours. Ticket response/resolution deadlines computed against the client calendar, not wall-clock time. Stop-clock "waiting on customer" pause state that freezes the SLA clock and re-extends the deadlines once work resumes. Multi-level escalation ladder driven by a scheduled action: as a ticket consumes a configured percentage of its SLA budget, it is escalated (priority raised, manager notified, reassigned) without double-escalating past levels already triggered. SLA-attainment reporting: aggregate met/breached counts and attainment percentages per contract, priority and period.
Specifications
- Compatible: Odoo 18.0 / 19.0
- License: OPL-1
- Languages: 35+
- Author: Pokutsoft
- Dependencies: base, mail
- Support: support@pokutsoft.com
- Update date: 2026-07-24
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
Discuss (mail)
|
| Lines of code | 1066 |
| Technical Name |
msp_ticket_sla_engine |
| License | OPL-1 |
| Website | https://pokutsoft.com |
Odoo Proprietary License v1.0 This software and associated files (the "Software") may only be used (executed, modified, executed after modifications) if you have purchased a valid license from the authors, typically via Odoo Apps, or if you have received a written agreement from the authors of the Software (see the COPYRIGHT file). You may develop Odoo modules that use the Software as a library (typically by depending on it, importing it and using its resources), but without copying any source code or material from the Software. You may distribute those modules under the license of your choice, provided that this license is compatible with the terms of the Odoo Proprietary License (For example: LGPL, MIT, or proprietary licenses similar to this one). It is forbidden to publish, distribute, sublicense, or sell copies of the Software or modified copies of the Software. The above copyright notice and this permission notice must be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.
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