Turn Odoo Project into a service desk with SLA policies on working-hours timers, response and resolution deadlines, breach tracking, request types, a public intake form and a customer portal where clients track their tickets.
What it does
Service Desk & SLA makes Odoo Project work like a help desk. Raise tickets from a public form, match them to SLA policies with working-hours response and resolution timers, and let customers track their own tickets from the portal, all on standard Community Project.
Key features
- SLA policies with a response and a resolution deadline.
- Working-calendar timers that pause outside business hours.
- Live SLA status (in progress, met, breached) with an hourly breach check.
- Request types (question, incident, change, problem) matched to the right policy.
- Public intake form at /servicedesk for anyone to raise a request.
- Customer portal at /my/servicedesk to track tickets, SLA and due dates, with a conversation thread.
Who it's for
Support, IT and operations teams who want ITSM-style ticketing with SLAs and a customer portal inside Odoo Project, without a separate help desk product.
Frequently asked questions
How do I add SLA policies to Odoo Project?
The module adds an SLA Policy model. Set a response and a resolution time, pick the priority and request type it applies to and a working calendar. Each matching ticket then shows its deadlines and a live SLA status.
Do the SLA timers respect working hours?
Yes. Each policy points to a working calendar, so the response and resolution deadlines are calculated on business hours and pause overnight and at weekends, giving realistic due times.
Can customers submit and track their own tickets?
Yes. A public form at /servicedesk lets anyone raise a request, and logged-in customers get a portal at /my/servicedesk that lists their tickets with status, SLA badge and due date, plus a detail page with a message thread to follow up.
What happens when an SLA is breached?
Each ticket computes an SLA status of in progress, met or breached from its deadlines, and an hourly scheduled job re-checks open tickets so a breach is flagged as soon as the deadline passes.
Which Odoo versions and editions are supported?
Use the version selector at the top of this page to pick your Odoo release. The module builds on the standard Project app and runs on Community as well as Enterprise.
Want this in your Odoo?
See the full feature list and screenshots, or talk to our certified Odoo team about setup and customization.
