In Odoo, an SLA (Service Level Agreement) is typically used in the context of customer support, project management, or service contracts. It defines the commitments and timeframes agreed upon between a company and its clients for providing services or resolving issues.
Odoo does not have a dedicated SLA module out-of-the-box, but SLA functionality can be implemented within specific apps like Helpdesk or Project Management. Here’s how you can use or configure SLA in Odoo:
In Odoo, an SLA (Service Level Agreement) is typically used in the context of customer support, project management, or service contracts. It defines the commitments and timeframes agreed upon between a company and its clients for providing services or resolving issues.
Odoo does not have a dedicated SLA module out-of-the-box, but SLA functionality can be implemented within specific apps like Helpdesk or Project Management. Here’s how you can use or configure SLA in Odoo:
1. SLA in the Helpdesk Module
Helpdesk Team Configuration:
In the Helpdesk app, go to Configuration — Helpdesk Teams.
Define SLA rules for a team, such as:
Maximum time to respond to a ticket.
Maximum time to resolve a ticket.
SLA Policies:
Create rules based on priority, ticket type, or tags.
Set thresholds for the duration to ensure the SLA compliance.
SLA Status on Tickets:
SLA rules are automatically applied to tickets.
Tickets display an SLA status (e.g., On Time, Breached).
Automation:
Use automated actions (e.g., notifications or escalations) if SLA is about to breach.
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