whatsapp_web_groups/helpdesk_extras/models/helpdesk_workflow_template_sla.py

# -*- coding: utf-8 -*-

from odoo import fields, models
from odoo.addons.helpdesk.models.helpdesk_ticket import TICKET_PRIORITY


class HelpdeskWorkflowTemplateSLA(models.Model):
    _name = 'helpdesk.workflow.template.sla'
    _description = 'Workflow Template SLA Policy'
    _order = 'sequence, id'

    template_id = fields.Many2one(
        'helpdesk.workflow.template',
        string='Template',
        required=True,
        ondelete='cascade',
        index=True
    )
    name = fields.Char(
        string='SLA Policy Name',
        required=True,
        translate=True,
        help='Name of the SLA policy'
    )
    description = fields.Html(
        string='Description',
        translate=True,
        help='Description of the SLA policy'
    )
    sequence = fields.Integer(
        string='Sequence',
        default=10,
        help='Order of SLA policies'
    )
    stage_template_id = fields.Many2one(
        'helpdesk.workflow.template.stage',
        string='Target Stage',
        required=True,
        domain="[('template_id', '=', template_id)]",
        help='Minimum stage a ticket needs to reach in order to satisfy this SLA'
    )
    exclude_stage_template_ids = fields.Many2many(
        'helpdesk.workflow.template.stage',
        'workflow_template_sla_exclude_stage_rel',
        'sla_template_id',
        'stage_template_id',
        string='Excluding Stages',
        domain="[('template_id', '=', template_id), ('id', '!=', stage_template_id)]",
        help='Stages where time spent will NOT count towards the SLA deadline. '
             'When a ticket is in these stages, the SLA timer is frozen. '
             'Useful for stages like "On Hold" or "Waiting for Customer" where the ticket is waiting for external action.'
    )
    time = fields.Float(
        string='Within (hours)',
        required=True,
        default=0.0,
        help='Maximum number of working hours a ticket should take to reach the target stage'
    )
    priority = fields.Selection(
        TICKET_PRIORITY,
        string='Priority',
        default='0',
        required=True,
        help='Priority level for this SLA policy'
    )
    tag_ids = fields.Many2many(
        'helpdesk.tag',
        string='Tags',
        help='Tags that trigger this SLA policy (optional, if empty applies to all tickets)'
    )