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Helpdesk Ticket SLA

helpdesk_mgmt_sla · OCA/helpdesk

    Security findings

    Repository
    OCA/helpdesk · module folder · Try on Runboat
    Module version
    1.0.0
    Category
    After-Sales
    Folder size
    0.22 MB
    License
    AGPL-3
    Application
    No
    Auto-installable
    No
    Website
    https://github.com/OCA/helpdesk
    Last tracking update
    2026-10-01 13:46:56
    Authors
    Odoo Community Association (OCA), GARCO Consulting
    Maintainers
    Odoo Community Association (OCA), GARCO Consulting
    Committers
    Weblate, OCA-git-bot, oca-ci, Antonio T.
    Odoo dependencies
    OCA/helpdesk:
    - helpdesk_mgmt
    odoo/odoo:
    - base
    - mail
    - base_setup
    - web
    - bus
    - web_tour
    - html_editor
    - portal
    - http_routing
    - auth_signup
    - resource
    Python dependencies
    None
    System dependencies
    None
    Required by
    None
    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 info_outline

    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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