Skip to Content
Menu
This question has been flagged
1 Odpoveď
2248 Zobrazenia

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?


Avatar
Zrušiť
Best 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

Avatar
Zrušiť
Related Posts Replies Zobrazenia Aktivita
1
júl 25
923
5
aug 23
3971
1
feb 22
2707
0
máj 21
4042
1
apr 25
2615