<h1 class="title">Helpdesk Ticket SLA</h1> <p><a class="reference external" href="https://odoo-community.org/page/development-status"><img alt="Beta" src="https://img.shields.io/badge/maturity-Beta-yellow.png" /></a> <a class="reference external" href="http://www.gnu.org/licenses/agpl-3.0-standalone.html"><img alt="License: AGPL-3" src="https://img.shields.io/badge/licence-AGPL--3-blue.png" /></a> <a class="reference external" href="https://github.com/OCA/helpdesk/tree/14.0/helpdesk_mgmt_sla"><img alt="OCA/helpdesk" src="https://img.shields.io/badge/github-OCA%2Fhelpdesk-lightgray.png?logo=github" /></a> <a class="reference external" href="https://translation.odoo-community.org/projects/helpdesk-14-0/helpdesk-14-0-helpdesk_mgmt_sla"><img alt="Translate me on Weblate" src="https://img.shields.io/badge/weblate-Translate%20me-F47D42.png" /></a> <a class="reference external" href="https://runbot.odoo-community.org/runbot/282/14.0"><img alt="Try me on Runbot" src="https://img.shields.io/badge/runbot-Try%20me-875A7B.png" /></a></p> <p>This module adds SLA funcionality in Helpdesk module.</p> <p><strong>Table of contents</strong></p> <div class="contents local topic" id="contents"> <ul class="simple"> <li><a class="reference internal" href="#configuration" id="id1">Configuration</a><ul> <li><a class="reference internal" href="#allow-sla" id="id2">Allow SLA</a></li> </ul> </li> <li><a class="reference internal" href="#usage" id="id3">Usage</a></li> <li><a class="reference internal" href="#bug-tracker" id="id4">Bug Tracker</a></li> <li><a class="reference internal" href="#credits" id="id5">Credits</a><ul> <li><a class="reference internal" href="#authors" id="id6">Authors</a></li> <li><a class="reference internal" href="#contributors" id="id7">Contributors</a></li> <li><a class="reference internal" href="#maintainers" id="id8">Maintainers</a></li> </ul> </li> </ul> </div> <a name="configuration"></a> <h2><a class="toc-backref" href="#id1">Configuration</a></h2> <p>To configure this module, you need to:</p> <ol class="arabic simple"> <li>Allow SLA for a Helpdesk's Team</li> <li>Set a resource calendar</li> </ol> <a name="allow-sla"></a> <h3><a class="toc-backref" href="#id2">Allow SLA</a></h3> <ol class="arabic simple"> <li>Go to Helpdesk &gt; Configuration &gt; SLA.</li> <li>Edit or create a new SLA.</li> <li>Check Allow SLA option to allow SLA for that team.</li> <li>Select a days or hours for that SLA.</li> </ol> <a name="usage"></a> <h2><a class="toc-backref" href="#id3">Usage</a></h2> <ol class="arabic simple"> <li>Go to <em>Helpdesk</em> or <em>Helpdesk &gt; Dashboard</em> to see the tickets dashboard.</li> <li>In the Kanban view, you can see datetime in two colors: Green and Red. If is green, SLA is ok, if is red, SLA is wrong.</li> </ol> <a name="bug-tracker"></a> <h2><a class="toc-backref" href="#id4">Bug Tracker</a></h2> <p>Bugs are tracked on <a class="reference external" href="https://github.com/OCA/helpdesk/issues">GitHub Issues</a>. In case of trouble, please check there if your issue has already been reported. If you spotted it first, help us smashing it by providing a detailed and welcomed <a class="reference external" href="https://github.com/OCA/helpdesk/issues/new?body=module:%20helpdesk_mgmt_sla%0Aversion:%2014.0%0A%0A**Steps%20to%20reproduce**%0A-%20...%0A%0A**Current%20behavior**%0A%0A**Expected%20behavior**">feedback</a>.</p> <p>Do not contact contributors directly about support or help with technical issues.</p> <a name="credits"></a> <h2><a class="toc-backref" href="#id5">Credits</a></h2> <a name="authors"></a> <h3><a class="toc-backref" href="#id6">Authors</a></h3> <ul class="simple"> <li>GARCO Consulting</li> </ul> <a name="contributors"></a> <h3><a class="toc-backref" href="#id7">Contributors</a></h3> <ul class="simple"> <li><a class="reference external" href="https://www.garcoconsulting.es">GARCO Consulting</a>:<ul> <li>Héctor Garrido</li> </ul> </li> </ul> <a name="maintainers"></a> <h3><a class="toc-backref" href="#id8">Maintainers</a></h3> <p>This module is maintained by the OCA.</p> <a class="reference external image-reference" href="https://odoo-community.org"><img alt="Odoo Community Association" src="https://odoo-community.org/logo.png" /></a> <p>OCA, or the Odoo Community Association, is a nonprofit organization whose mission is to support the collaborative development of Odoo features and promote its widespread use.</p> <p>This module is part of the <a class="reference external" href="https://github.com/OCA/helpdesk/tree/14.0/helpdesk_mgmt_sla">OCA/helpdesk</a> project on GitHub.</p> <p>You are welcome to contribute. To learn how please visit <a class="reference external" href="https://odoo-community.org/page/Contribute">https://odoo-community.org/page/Contribute</a>.</p>