Helpdesk Ticket SLA

This module adds Service Level Agreements to the Helpdesk app. Managers create SLA policies under Helpdesk configuration, choosing which teams, categories and tags they apply to, an optional filter, the target stage that counts as done, stages where the clock is paused, and a target expressed in days and hours.

On each helpdesk team you can switch on "Use SLA" and pick the working-hours calendar used to count time. When a ticket is created (or when you press "Set SLA" on the ticket form), Odoo finds the matching SLAs and creates one SLA line per ticket, each with its own deadline, consumed time and status (Accomplished, In Progress, Expired or On Hold).

On the ticket you see the applicable SLAs as coloured tags, the nearest deadline with a remaining-days indicator, and a flag when the SLA is expired. Moving the ticket to another stage updates the SLA status automatically: reaching the target stage marks it accomplished, pausing stages put it on hold, and passing the deadline marks it expired. The kanban view also shows the deadline.

A pivot report "SLA Report" (under Helpdesk reporting) counts tickets by month and by SLA state (Ongoing, Expired, Accomplished), filterable by team and customer. Ticket search adds "SLA Expired" and "SLA Not Expired" filters. SLA policies are restricted per company.