Chamados

A ticket is the support service that your customer opens through the portal, with a contract behind it: it has SLA, a clock and billing of hours. A request is what requires a meeting and scope — even coming from a support customer, if the request doesn't fit in a ticket it becomes a request. Both live in the same list; this screen is the slice of the types marked as "is a ticket" in the types record. Mark there which types are tickets, and they start appearing here.

It shows how much is left of the resolution deadline, counted in your company's BUSINESS hours (not calendar hours) and discounting pauses. "6h left" is normal; "At risk" appears in the last quarter of the deadline; "Overdue by 3h" counts the delay in business hours; "Paused" means the clock is stopped; "Met" is a ticket resolved within the deadline. The deadline comes from the customer's contract (when it has an SLA) or from the SLA policy by type and priority.

It is the opening plus the SLA hours, by your company's business hours and holidays — and it recalculates itself when the ticket is paused and resumed. The "forecast" you type by hand still exists for planning; this one is the SLA promise. Business hours and working days are in Parameters (SLA.EXPEDIENTE); holidays, in the company Calendar.

Recording the solution means writing what was done before marking it as resolved — when the workflow transition requires it, the system won't let you resolve without it. Justifying a delay is the trail that settles the "why was it late?" conversation: the justification goes into the ticket's history VISIBLE to the customer, with date and author. Both are in the row's ⋮ and don't require opening the record.

A ticket opened outside business hours starts marked as such, and work logged outside business hours is separated from work within them, in proportion to the period. The multiplier (2×, 1.5×…) is a field of the customer's CONTRACT — without it, an hour outside business hours counts as a normal hour. There is no hidden multiplier in the system.

In the row actions menu, "Start timer" begins counting your time on that ticket. While it runs, the same item shows "Stop timer", which ends it and logs the time entry. It is the same timer as My Schedule. To use it, your user must be linked to an employee record.

Use the row's ⋮ and choose Pause: the ticket moves to the status your company marked as "freezes the SLA" (usually Waiting for customer), the clock stops, and the pause is recorded with its start time. When resuming, the ticket returns to the status it came from, the delivery forecast is recalculated and the history — visible to the customer — shows how long it was stopped. If no status is marked as "freezes the SLA", the screen warns you: mark one in the status record.