Wednesday, October 30, 2024
1 change · 17.0
Resolved issues and error corrections
This update fixes an issue where the SLA success rate was incorrectly calculated, considering all historical tickets instead of just those closed in the last 7 days. This change aligns the reporting with how the SLA is displayed in Odoo, providing a more accurate reflection of performance. The fix ensures that SLA metrics are reliable for tracking team effectiveness.
Original PR description
The SLA success rate was previously being computed using the entire history of closed tickets as the domain. This is contrary to the expected behavior, given the helper text on Odoo and the list view of tickets that opens up if you click the percentage. This commit changes the domain to only consider tickets that were closed in the last 7 days. To reproduce on Runbot, follow the steps laid out here, as the process involves forcing tickets to fail and be older than 7 days closed: https://www.odoo.com/odoo/49/tasks/4206255 opw-4206255