When managing a team with different support tiers, I need to track the ticket resolution timer from initial ticket creation to resolution. This ticket might be routed across teams if it is escalated from lower tiers of support. The SLA timer seems to be team-dependent while setting them up.
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Yes, in Odoo Helpdesk, SLAs are generally configured per Helpdesk Team, so when a ticket is moved/escalated to another team, the SLA behavior can become team-dependent.
If your requirement is to track the full resolution time from original ticket creation until final resolution across multiple teams, the best approach is usually to keep the ticket creation date as the reference and use reporting/custom fields to measure total resolution time.
Possible approaches:
Keep the same ticket and move it between teams, but track total resolution time using created date and closed/resolved date.
Add a custom field such as “Original Creation Date” or “Total SLA Start Date” that does not change when the team changes.
Use automation/server actions to preserve the original SLA start time when the ticket is escalated.
If the standard SLA rules do not cover cross-team escalation properly, create a custom SLA calculation/report.
So yes, the standard SLA is team-based, but a global SLA across multiple support tiers would usually require a custom field, automation, or custom reporting logic.
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