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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?


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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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