Helpdesk Ticket SLA

helpdesk_mgmt_sla · OCA/helpdesk

    Repository
    OCA/helpdesk · module folder · Try on Runboat
    Module version
    2.1.0
    Category
    After-Sales
    Folder size
    0.24 MB
    License
    AGPL-3
    Application
    No
    Auto-installable
    No
    Website
    https://github.com/OCA/helpdesk
    Last tracking update
    2026-08-07 08:42:45
    Authors
    Odoo Community Association (OCA), GARCO Consulting
    Maintainers
    Odoo Community Association (OCA), GARCO Consulting
    Committers
    Enric Tobella, Weblate, OCA-git-bot, oca-ci, David Bañón, Bhavesh Heliconia
    Odoo dependencies
    OCA/helpdesk:
    - helpdesk_mgmt
    odoo/odoo:
    - base
    - mail
    - base_setup
    - web
    - bus
    - web_tour
    - html_editor
    - portal
    - web_editor
    - http_routing
    - auth_signup
    - resource
    Python dependencies
    None
    System dependencies
    None
    Required by
    helpdesk_type_sla
    Description
    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.

    Code Analysis ⓘ

    Views touched (12)
    XML IDNameModelTypeStatus
    helpdesk_sla_report_pivot_view helpdesk.sla.report pivot New
    helpdesk_sla_report_search_view helpdesk.sla.report search New
    helpdesk_sla_tree helpdesk.sla.tree helpdesk.sla list New
    helpdesk_ticket_sla_form helpdesk.sla.form helpdesk.sla form New
    helpdesk_ticket_sla_form_view helpdesk.ticket.sla form New
    helpdesk_ticket_sla_search_view helpdesk.ticket.sla search New
    helpdesk_ticket_sla_tree_view helpdesk.ticket.sla list New
    helpdesk_ticket_view_search inherit.helpdesk.ticket.search.view helpdesk.ticket search Inherits helpdesk_mgmt.helpdesk_ticket_view_search
    inherit_helpdesk_ticket_view_form inherit.helpdesk.ticket.form.view helpdesk.ticket form Inherits helpdesk_mgmt.ticket_view_form
    inherit_view_helpdesk_sla_team_hisform inherit.view_helpdesk_sla_team_form helpdesk.ticket.team form Inherits helpdesk_mgmt.view_helpdesk_team_form
    inherit_view_helpdesk_ticket_kanban inherit_view_helpdesk_ticket_kanban helpdesk.ticket kanban Inherits helpdesk_mgmt.view_helpdesk_ticket_kanban
    view_helpdesk_sla_search helpdesk.sla.form.search helpdesk.sla search New
    HTTP endpoints (0)

    No HTTP endpoints found for this module.

    Models touched (5)

    New fields (12)
    • active Boolean
      default=True
    • category_ids Many2many → helpdesk.ticket.category
      comodel_name='helpdesk.ticket.category' string='Categories'
    • company_id Many2one → res.company
      comodel_name='res.company' string='Company'
    • days Integer
      default=0 required=True
    • domain Char
      default='[]' string='Filter'
    • hours Integer
      default=0 required=True
    • ignore_stage_ids Many2many → helpdesk.ticket.stage
      string='Ignore Stages' args: 'helpdesk.ticket.stage'
    • name Char
      required=True
    • note Html
    • stage_id Many2one → helpdesk.ticket.stage
      args: 'helpdesk.ticket.stage'
    • tag_ids Many2many → helpdesk.ticket.tag
      comodel_name='helpdesk.ticket.tag' string='Tags'
    • team_ids Many2many → helpdesk.ticket.team
      comodel_name='helpdesk.ticket.team' string='Teams'
    Public methods (0)

    No public methods.

    New fields (7)
    • active Boolean
    • date Datetime
      readonly=True
    • name Char
      readonly=True
    • partner_id Many2one → res.partner
      readonly=True related='ticket_id.partner_id' args: 'res.partner'
    • state Selection
      args: [('on_going', 'Ongoing'), ('expired', 'Expired'), ('accomplished', 'Accomplished')]
    • team_id Many2one → helpdesk.ticket.team
      readonly=True args: 'helpdesk.ticket.team'
    • ticket_id Many2one → helpdesk.ticket
      readonly=True args: 'helpdesk.ticket'
    Public methods (0)

    No public methods.

    New fields (6)
    • sla_deadline Datetime
      compute='_compute_sla_data' string='SLA deadline'
    • sla_expired Boolean
      compute='_compute_sla_data' search='_search_sla_expired' string='SLA expired'
    • sla_fits Boolean
      compute='_compute_sla_fits'
    • sla_ids Many2many → helpdesk.sla
      comodel_name='helpdesk.sla' compute='_compute_sla_ids' string='Applicable SLAs'
    • team_sla Boolean
      related='team_id.use_sla' string='Team SLA'
    • ticket_sla_ids One2many → helpdesk.ticket.sla
      inverse_name='ticket_id' readonly=True args: 'helpdesk.ticket.sla'
    Public methods (4)
    • create(self, vals_list)
      @api.model_create_multi
    • refresh_sla(self)
    • set_sla(self)
    • write(self, vals)

    New fields (11)
    • color Integer
      compute='_compute_color'
    • consumed_time Float
      default=0.0 readonly=True string='Consumed time'
    • deadline Datetime
      compute='_compute_deadline' store=True
    • expected_stage_id Many2one → helpdesk.ticket.stage
      compute='_compute_sla_data' store=True args: 'helpdesk.ticket.stage'
    • expired Boolean
      compute='_compute_expired' search='_search_expired'
    • hours Float
      compute='_compute_sla_data' store=True
    • last_state_date Datetime
      compute='_compute_sla_data' store=True
    • name Char
      related='sla_id.name'
    • sla_id Many2one → helpdesk.sla
      ondelete='restrict' required=True args: 'helpdesk.sla'
    • state Selection
      compute='_compute_sla_data' default='accomplished' store=True args: [('accomplished', 'Accomplished'), ('in_progress', 'In Progress'), ('expired', 'Expired'), ('on_hold', 'In Hold')]
    • ticket_id Many2one → helpdesk.ticket
      ondelete='cascade' required=True args: 'helpdesk.ticket'
    Public methods (0)

    No public methods.

    New fields (2)
    • resource_calendar_id Many2one → resource.calendar
      default=<expr> domain="['|', ('company_id', '=', False), ('company_id', '=', company_id)]" args: 'resource.calendar', 'Working Hours'
    • use_sla Boolean
      string='Use SLA'
    Public methods (0)

    No public methods.

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    Status
    Open migration PR — not merged yet for this version
    CI status
    checks failing
    Open since
    86 days ago
    Last activity
    20 days ago
    Repository
    OCA/helpdesk
    Pull request
    [19.0][MIG] helpdesk_mgmt_sla: Migration to 19.0 (#1012)