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Helpdesk Type SLA

helpdesk_type_sla folder_open OCA/helpdesk open_in_new
HelpDesk Service License: AGPL-3

This module adds an option for the user to select help desk ticket types as an argument to the SLA functionality in the Helpdesk SLA module.

auto_awesome What this module does

AI-generated from the code · Odoo 18.0

Lets you restrict each Helpdesk SLA policy to specific ticket types, so different types of tickets can follow different response and resolution deadlines.

This module connects SLA policies with ticket types in the Helpdesk app. On each SLA record you now get an extra "Types" field where you can pick one or more ticket types.

  • If you leave the Types field empty, the SLA applies to every ticket, as before.
  • If you fill it in, the SLA only applies to tickets whose type is in that list.

When a ticket is created or evaluated, Odoo automatically looks for the SLAs that match the ticket's type. Tickets with no type only match SLAs that have no types set. This means you can, for example, give a short deadline to "Incident" tickets and a longer one to "Question" tickets, without those policies interfering with each other.

The new field appears on the SLA form, right after the existing tags field, and is shown as a tag-style multi-selection. The module touches the SLA model (helpdesk.sla) and the ticket model (helpdesk.ticket), and it depends on the Helpdesk SLA and Helpdesk Type modules being installed.

Depends on

helpdesk_mgmt_slahelpdesk_type
Models and fields (2)
  • helpdesk.sla · extends an existing modeltype_ids (Types)
  • helpdesk.ticket · extends an existing model

Text generated by AI (DeepSeek) from reading the Odoo 18.0 code on GitHub; it may contain mistakes, so check the code before deciding. View the code on GitHub

Availability by version

Reviewed: 2026-11-03
Confirmed (verified in repository and branch) Estimated (unverified) No information

Confirmation status: 2 confirmed, 7 with no information of 9 versions.

terminal Installation and usage

No verified information

Installation instructions, the distribution package, dependencies and configuration steps are not shown because they have not yet been verified in the module documentation for any version.

info

Data imported from GitHub: this sheet reflects the latest catalog review, not a live lookup. Always check the module documentation and staging before installing in production.