I want it so that certain stages in the HelpDesk app will not count towards the ticket open time.

Question

I want it so that certain stages in the HelpDesk app will not count towards the ticket open time.
Example:  if the ticket is placed in a custom stage called "On-Hold", the timer would stop.

Is this something that can be set in Odoo's settings?

If not, which part of the HelpDesk module controls the average time count?

Cybrosys Techno Solutions Pvt.Ltd · Accepted Answer

Hi,
In the Helpdesk, under Configuration Menu, there's a
menu SLA Policies. Click on that and create a new SLA Policy or choose
an existing policy.
There, you can see a field Excluding Stages. For the stages that you mention in that field, the time spent won't be calculated.

Hope it helps

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