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Helpdesk SLA Escalation

Reads open Odoo Helpdesk tickets that have breached their SLA deadline and automatically escalates them to urgent priority — without anyone having to review the queue manually.

Uses Odoo Odoo Helpdesk Input Odoo Odoo Update
Helpdesk SLA Write-back 7 transforms Apache Hop
Download .hpl
Apache Hop pipeline
Created Jan 23, 2026
Putki 2026.03+
Pipeline
Odoo
Putki
read-open-tickets
OdooInput
filter-sla-breached
ScriptValueMod
get-sla_breach_hours
GetVariable
calculate-hours-overdue
FilterRows
set-urgent-priority
ScriptValueMod
log-escalations
WriteToLog
Odoo
Putki
update-tickets-priority
OdooUpdate
How it works

This template reads your open Odoo Helpdesk tickets, checks each one against its SLA deadline, and automatically sets the priority to Urgent for any ticket that has been waiting too long. No manual queue review, no missed SLAs hidden in a long list.

1
Read open tickets from Odoo Helpdesk
The Putki Odoo Input plugin reads all open tickets from helpdesk.ticket that have an SLA deadline assigned and are not already urgent. Closed and cancelled tickets are excluded automatically.
2
Calculate hours overdue
For each ticket, the pipeline parses the sla_deadline field and calculates how many hours past the deadline it currently is. Tickets still within their SLA window are discarded.
3
Filter by threshold
Only tickets overdue by more than the configured threshold (default: 24 hours) are escalated. Adjust SLA_BREACH_HOURS to set the grace period for your team.
4
Log and escalate
Each ticket to be escalated is logged with its ID, name, customer, team, and hours overdue — creating an audit trail in the execution log. Then Odoo Update sets priority = urgent directly in helpdesk.ticket.
What you need
·
Putki subscription
Access to the Odoo Input and Odoo Update plugins, both included in all Putki tiers.
·
Odoo Helpdesk module
Odoo Enterprise with the Helpdesk module installed and at least one SLA policy configured. The sla_deadline field is only populated when an SLA policy applies to the ticket.
·
Odoo API access
An Odoo user with read and write access to helpdesk.ticket, plus your database URL and API key.
Required plugins Odoo Odoo Helpdesk Input Odoo Odoo Update
Details
Type
Pipeline (.hpl)

Transforms
7

Putki version
2026.03+

Created
May 11, 2026
Use case
Automatically escalate overdue Helpdesk tickets to urgent — before a customer escalates first. Configurable threshold, full audit trail.
Schedule suggestion
Run every hour via a Putki workflow. Adjust SLA_BREACH_HOURS to set the grace period — 0 for immediate escalation, 24 for a one-day buffer.
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