diff --git a/gmn_freshservice/models/__pycache__/gmn_freshservice_ticket_conversation_v01.cpython-312.pyc b/gmn_freshservice/models/__pycache__/gmn_freshservice_ticket_conversation_v01.cpython-312.pyc
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diff --git a/gmn_freshservice/models/__pycache__/gmn_freshservice_ticket_stage_log_v01.cpython-312.pyc b/gmn_freshservice/models/__pycache__/gmn_freshservice_ticket_stage_log_v01.cpython-312.pyc
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diff --git a/gmn_freshservice/models/__pycache__/gmn_freshservice_ticket_v01.cpython-312.pyc b/gmn_freshservice/models/__pycache__/gmn_freshservice_ticket_v01.cpython-312.pyc
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diff --git a/gmn_freshservice/models/__pycache__/gmn_res_config_settings_v01.cpython-312.pyc b/gmn_freshservice/models/__pycache__/gmn_res_config_settings_v01.cpython-312.pyc
index 02e777a..2f5be3e 100644
Binary files a/gmn_freshservice/models/__pycache__/gmn_res_config_settings_v01.cpython-312.pyc and b/gmn_freshservice/models/__pycache__/gmn_res_config_settings_v01.cpython-312.pyc differ
diff --git a/gmn_freshservice/models/gmn_freshservice_ticket_conversation_v01.py b/gmn_freshservice/models/gmn_freshservice_ticket_conversation_v01.py
index 8583acd..5e3016f 100644
--- a/gmn_freshservice/models/gmn_freshservice_ticket_conversation_v01.py
+++ b/gmn_freshservice/models/gmn_freshservice_ticket_conversation_v01.py
@@ -25,7 +25,7 @@ class FreshserviceTicketConversation(models.Model):
     
     sender_type = fields.Selection([
         ('agent', 'IT Support (Agent)'),
-        ('customer', 'User (Customer)'),
+        ('customer', 'User (Requester)'),
     ], string='Tipe Pengirim', compute='_compute_sender_type', store=True)
 
     body_text = fields.Text(string='Isi Pesan')
diff --git a/gmn_freshservice/models/gmn_freshservice_ticket_stage_log_v01.py b/gmn_freshservice/models/gmn_freshservice_ticket_stage_log_v01.py
index e83b778..1bc77b9 100644
--- a/gmn_freshservice/models/gmn_freshservice_ticket_stage_log_v01.py
+++ b/gmn_freshservice/models/gmn_freshservice_ticket_stage_log_v01.py
@@ -260,7 +260,7 @@ class FreshserviceTicketStageLog(models.Model):
         ('on_hold', 'On Hold (SLA is Paused)'),
         ('third_party', 'Waiting on Third Party (SLA is Paused)'),
         ('internal_discussion', 'Waiting on Internal Discussion (SLA is Paused)'),
-        ('scheduled_meeting', 'Tunggu Bersama (Scheduled Meeting - SLA is Paused)'),
+        ('scheduled_meeting', 'Scheduled Meeting (Waiting Together - SLA is Paused)'),
         ('external_activity', 'External Activity (SLA is Paused)'),
         ('resolved_idle', 'Resolved (Ticket Closed/Idle)'),
     ], string='Tanggung Jawab', required=True, default='internal', index=True)
diff --git a/gmn_freshservice/models/gmn_freshservice_ticket_v01.py b/gmn_freshservice/models/gmn_freshservice_ticket_v01.py
index cb5e5d6..4cdf098 100644
--- a/gmn_freshservice/models/gmn_freshservice_ticket_v01.py
+++ b/gmn_freshservice/models/gmn_freshservice_ticket_v01.py
@@ -64,7 +64,7 @@ class FreshserviceTicket(models.Model):
     first_responded_at = fields.Datetime(string='Waktu First Response')
     resolved_at = fields.Datetime(string='Waktu Selesai (Resolved)')
 
-    is_mock_data = fields.Boolean(string='Menggunakan Data Mock', default=True, readonly=True)
+    is_mock_data = fields.Boolean(string='Menggunakan Data Mock', default=False, readonly=True)
     is_detail_synced = fields.Boolean(
         string='Detail Lengkap Tersinkron',
         default=False,
@@ -134,6 +134,40 @@ class FreshserviceTicket(models.Model):
         store=True
     )
 
+    shared_wait_time_days = fields.Integer(
+        string='Scheduled Meeting (Days)',
+        compute='_compute_time_metrics',
+        store=True
+    )
+    shared_wait_time_hours = fields.Float(
+        string='Scheduled Meeting (Hours)',
+        compute='_compute_time_metrics',
+        store=True,
+        digits=(12, 2)
+    )
+    shared_wait_time_display = fields.Char(
+        string='Scheduled Meeting',
+        compute='_compute_time_metrics',
+        store=True
+    )
+
+    third_party_time_days = fields.Integer(
+        string='Waiting on Third Party (Hari)',
+        compute='_compute_time_metrics',
+        store=True
+    )
+    third_party_time_hours = fields.Float(
+        string='Waiting on Third Party (Jam)',
+        compute='_compute_time_metrics',
+        store=True,
+        digits=(12, 2)
+    )
+    third_party_time_display = fields.Char(
+        string='Waiting on Third Party',
+        compute='_compute_time_metrics',
+        store=True
+    )
+
     resolution_time_days = fields.Integer(
         string='Waktu Penyelesaian (Hari)',
         compute='_compute_time_metrics',
@@ -153,7 +187,7 @@ class FreshserviceTicket(models.Model):
 
     current_responsibility = fields.Selection([
         ('internal', 'Waiting on Us (Internal)'),
-        ('customer', 'Waiting on User (Customer)'),
+        ('customer', 'Waiting on User (Requester)'),
         ('closed', 'Tiket Selesai'),
     ], string='Status Tanggung Jawab Saat Ini', compute='_compute_time_metrics', store=True)
 
@@ -171,7 +205,7 @@ class FreshserviceTicket(models.Model):
 
     @api.depends(
         'ticket_created_at', 'first_responded_at', 'resolved_at', 'status', 'is_detail_synced',
-        'stage_log_ids.duration_days', 'stage_log_ids.duration_hours', 'stage_log_ids.is_active'
+        'stage_log_ids.duration_days', 'stage_log_ids.duration_hours', 'stage_log_ids.working_hours', 'stage_log_ids.is_active'
     )
     def _compute_time_metrics(self):
         for rec in self:
@@ -190,10 +224,15 @@ class FreshserviceTicket(models.Model):
                 rec.first_response_time_display = "Belum Ada Respon"
 
             # 2. Hitung total SLA berdasarkan jam kerja efektif, bukan durasi kalender.
-            agent_hours = sum(l.working_hours for l in rec.stage_log_ids if l.responsibility == 'internal')
+            # Mengikuti Aturan 9: Internal Hold & Internal Discussion dibebankan ke Agen (Waiting on Us).
+            agent_hours = sum(l.working_hours for l in rec.stage_log_ids if l.responsibility in ('internal', 'on_hold', 'internal_discussion'))
             cust_hours = sum(l.working_hours for l in rec.stage_log_ids if l.responsibility == 'customer')
+            shared_wait_hours = sum(l.working_hours for l in rec.stage_log_ids if l.responsibility == 'scheduled_meeting')
+            third_party_hours = sum(l.working_hours for l in rec.stage_log_ids if l.responsibility == 'third_party')
             agent_days = round(agent_hours / 8.0, 2)
             cust_days = round(cust_hours / 8.0, 2)
+            shared_wait_days = round(shared_wait_hours / 8.0, 2)
+            third_party_days = round(third_party_hours / 8.0, 2)
 
             # Resolved/closed dan aktivitas SLA-paused tidak dibebankan ke user/IT.
             total_working_hours = sum(l.working_hours for l in rec.stage_log_ids)
@@ -207,6 +246,14 @@ class FreshserviceTicket(models.Model):
             rec.total_customer_time_days = round(cust_days)
             rec.total_customer_time_display = format_duration_days(round(cust_days)) if (rec.is_detail_synced or rec.stage_log_ids) else "-"
 
+            rec.shared_wait_time_hours = round(shared_wait_hours, 2)
+            rec.shared_wait_time_days = round(shared_wait_days)
+            rec.shared_wait_time_display = format_duration_days(round(shared_wait_days)) if (rec.is_detail_synced or rec.stage_log_ids) else "-"
+
+            rec.third_party_time_hours = round(third_party_hours, 2)
+            rec.third_party_time_days = round(third_party_days)
+            rec.third_party_time_display = format_duration_days(round(third_party_days)) if (rec.is_detail_synced or rec.stage_log_ids) else "-"
+
             # 3. Hitung Resolution Time
             if rec.ticket_created_at and rec.resolved_at:
                 delta_res = rec.resolved_at - rec.ticket_created_at
@@ -289,9 +336,9 @@ class FreshserviceTicket(models.Model):
             return
 
         get_param = self.env['ir.config_parameter'].sudo().get_param
-        base_url = get_param('freshservice_ticket_audit.freshservice_url', 'https://servicedesk.lyman.co.id')
-        api_key = get_param('freshservice_ticket_audit.freshservice_api_key', '')
-        use_mock = get_param('freshservice_ticket_audit.freshservice_use_mock', 'True') in ('True', '1', True)
+        base_url = get_param('gmn_freshservice.freshservice_url', 'https://servicedesk.lyman.co.id')
+        api_key = get_param('gmn_freshservice.freshservice_api_key', '')
+        use_mock = False
 
         client = FreshserviceClient(base_url=base_url, api_key=api_key, use_mock=use_mock)
         payload = client.fetch_ticket_full_data(self.external_ticket_id)
@@ -657,7 +704,7 @@ class FreshserviceTicket(models.Model):
                 'riwayat percakapan lama dipertahankan.', self.external_ticket_id,
             )
 
-        mode_text = "MOCK ENGINE (Simulasi Format Resmi)" if use_mock else "LIVE FRESHSERVICE API"
+        mode_text = "LIVE FRESHSERVICE API"
         return {
             'type': 'ir.actions.client',
             'tag': 'display_notification',
@@ -669,25 +716,6 @@ class FreshserviceTicket(models.Model):
             }
         }
 
-    def action_toggle_mock_mode(self):
-        """Toggle instan mode antara Mock dan Live API"""
-        param_obj = self.env['ir.config_parameter'].sudo()
-        current = param_obj.get_param('freshservice_ticket_audit.freshservice_use_mock', 'True') in ('True', '1', True)
-        new_val = not current
-        param_obj.set_param('freshservice_ticket_audit.freshservice_use_mock', str(new_val))
-        
-        status_label = "MOCK DATA (Simulasi)" if new_val else "LIVE API FRESHSERVICE"
-        return {
-            'type': 'ir.actions.client',
-            'tag': 'display_notification',
-            'params': {
-                'title': 'Mode Berhasil Diubah',
-                'message': f'Sistem sekarang beralih ke: {status_label}. Klik tombol "Tarik Data Freshservice" untuk menyegarkan data.',
-                'type': 'info',
-                'sticky': False,
-            }
-        }
-
     # =========================================================================
     # AUTO-FETCH SAAT BUKA HALAMAN LIST TIKET & MULTI-USER SYNCHRONIZATION
     # =========================================================================
@@ -711,14 +739,14 @@ class FreshserviceTicket(models.Model):
         param_obj = self.env['ir.config_parameter'].sudo()
         if not limit:
             try:
-                limit = int(param_obj.get_param('freshservice_ticket_audit.freshservice_sync_limit', 200) or 200)
+                limit = int(param_obj.get_param('gmn_freshservice.freshservice_sync_limit', 200) or 200)
             except (ValueError, TypeError):
                 limit = 200
         if limit <= 0:
             limit = 200
 
         now_ts = fields.Datetime.now().timestamp()
-        last_sync = param_obj.get_param('freshservice_ticket_audit.last_list_sync_time')
+        last_sync = param_obj.get_param('gmn_freshservice.last_list_sync_time')
         if last_sync:
             try:
                 # Throttling: Jangan panggil ulang jika baru saja di-fetch dalam 5 detik terakhir
@@ -726,14 +754,14 @@ class FreshserviceTicket(models.Model):
                     return 0
             except Exception:
                 pass
-        param_obj.set_param('freshservice_ticket_audit.last_list_sync_time', str(now_ts))
+        param_obj.set_param('gmn_freshservice.last_list_sync_time', str(now_ts))
 
-        base_url = param_obj.get_param('freshservice_ticket_audit.freshservice_url', 'https://servicedesk.lyman.co.id')
-        api_key = param_obj.get_param('freshservice_ticket_audit.freshservice_api_key', '')
-        use_mock = param_obj.get_param('freshservice_ticket_audit.freshservice_use_mock', 'True') in ('True', '1', True)
+        base_url = param_obj.get_param('gmn_freshservice.freshservice_url', 'https://servicedesk.lyman.co.id')
+        api_key = param_obj.get_param('gmn_freshservice.freshservice_api_key', '')
+        use_mock = False
 
         try:
-            client = FreshserviceClient(base_url=base_url, api_key=api_key, use_mock=use_mock)
+            client = FreshserviceClient(base_url=base_url, api_key=api_key, use_mock=False)
             tickets_list = client.fetch_recent_tickets(limit=limit, tiket_id=tiket_id)
         except Exception as e:
             _logger.warning("Auto-fetch Freshservice gagal: %s", e)
@@ -884,10 +912,10 @@ class FreshserviceTicket(models.Model):
         except Exception as e:
             _logger.warning("Auto fetch saat buka menu tiket: %s", e)
 
-        action = self.env['ir.actions.act_window']._for_xml_id('freshservice_ticket_audit.action_freshservice_ticket')
+        action = self.env['ir.actions.act_window']._for_xml_id('gmn_freshservice.action_freshservice_ticket')
         param_obj = self.env['ir.config_parameter'].sudo()
         try:
-            sync_limit = int(param_obj.get_param('freshservice_ticket_audit.freshservice_sync_limit', 200) or 200)
+            sync_limit = int(param_obj.get_param('gmn_freshservice.freshservice_sync_limit', 200) or 200)
             if sync_limit > 0:
                 action['limit'] = sync_limit
         except Exception:
diff --git a/gmn_freshservice/models/gmn_res_config_settings_v01.py b/gmn_freshservice/models/gmn_res_config_settings_v01.py
index 3b36c9f..6bc148b 100644
--- a/gmn_freshservice/models/gmn_res_config_settings_v01.py
+++ b/gmn_freshservice/models/gmn_res_config_settings_v01.py
@@ -8,24 +8,25 @@ class ResConfigSettings(models.TransientModel):
 
     freshservice_url = fields.Char(
         string='Freshservice URL',
-        config_parameter='freshservice_ticket_audit.freshservice_url',
+        config_parameter='gmn_freshservice.freshservice_url',
         default='https://ptglobalmultimedianetwork.freshservice.com'
     )
     freshservice_api_key = fields.Char(
         string='Freshservice API Key',
-        config_parameter='freshservice_ticket_audit.freshservice_api_key'
+        config_parameter='gmn_freshservice.freshservice_api_key'
     )
     freshservice_sync_limit = fields.Integer(
         string='Limit Sinkronisasi Tiket',
-        config_parameter='freshservice_ticket_audit.freshservice_sync_limit',
+        config_parameter='gmn_freshservice.freshservice_sync_limit',
         default=200,
         help='Batas jumlah tiket terbaru yang ditarik dari Freshservice saat membuka halaman list tiket (default 200).'
     )
     freshservice_use_mock = fields.Boolean(
         string='Gunakan Mock Data Engine',
-        config_parameter='freshservice_ticket_audit.freshservice_use_mock',
-        # default=True,
-        help='Jika dicentang, sistem menggunakan simulasi format JSON resmi Freshservice tanpa perlu API Key asli.'
+        config_parameter='gmn_freshservice.freshservice_use_mock',
+        default=False,
+        readonly=True,
+        help='Mode mock dinonaktifkan. Integrasi selalu menggunakan Live Freshservice API.'
     )
 
     def action_test_freshservice_connection(self):
diff --git a/gmn_freshservice/services/__pycache__/gmn_freshservice_client_v01.cpython-312.pyc b/gmn_freshservice/services/__pycache__/gmn_freshservice_client_v01.cpython-312.pyc
index bcd200e..7788d48 100644
Binary files a/gmn_freshservice/services/__pycache__/gmn_freshservice_client_v01.cpython-312.pyc and b/gmn_freshservice/services/__pycache__/gmn_freshservice_client_v01.cpython-312.pyc differ
diff --git a/gmn_freshservice/services/gmn_freshservice_client_v01.py b/gmn_freshservice/services/gmn_freshservice_client_v01.py
index 01b6024..0448659 100644
--- a/gmn_freshservice/services/gmn_freshservice_client_v01.py
+++ b/gmn_freshservice/services/gmn_freshservice_client_v01.py
@@ -31,10 +31,10 @@ class FreshserviceClient:
     _agent_cache = {}
     _dept_cache = {}
 
-    def __init__(self, base_url="https://servicedesk.lyman.co.id", api_key="", use_mock=True):
+    def __init__(self, base_url="https://servicedesk.lyman.co.id", api_key="", use_mock=False):
         self.base_url = (base_url or "").rstrip("/")
         self.api_key = api_key or ""
-        self.use_mock = use_mock
+        self.use_mock = False
 
     def get_agent_name(self, agent_id):
         """Ambil nama agen IT Freshservice berdasarkan ID (dengan in-memory cache)"""
diff --git a/gmn_freshservice/views/gmn_freshservice_ticket_stage_log_views_v01.xml b/gmn_freshservice/views/gmn_freshservice_ticket_stage_log_views_v01.xml
index fec3f3b..55bd039 100644
--- a/gmn_freshservice/views/gmn_freshservice_ticket_stage_log_views_v01.xml
+++ b/gmn_freshservice/views/gmn_freshservice_ticket_stage_log_views_v01.xml
@@ -13,9 +13,10 @@
                 <field name="stage_name" widget="badge"/>
                 <field name="responsibility" 
                        widget="badge" 
-                       decoration-danger="responsibility == 'internal'" 
+                       decoration-danger="responsibility in ('internal','on_hold','internal_discussion')" 
                        decoration-warning="responsibility == 'customer'"
-                       decoration-muted="responsibility in ('on_hold','third_party','internal_discussion','scheduled_meeting','external_activity','resolved_idle')"/>
+                       decoration-info="responsibility == 'scheduled_meeting'"
+                       decoration-muted="responsibility in ('third_party','external_activity','resolved_idle')"/>
                 <field name="actor_name"/>
                 <field name="actor_type"/>
                 <field name="start_date" string="Waktu Mulai (UTC)"/>
@@ -75,11 +76,11 @@
                 <field name="stage_name"/>
                 <field name="actor_name"/>
                 <filter name="filter_internal" string="Waiting on Us (Internal)" domain="[('responsibility', '=', 'internal')]"/>
-                <filter name="filter_customer" string="Waiting on User (Customer)" domain="[('responsibility', '=', 'customer')]"/>
+                <filter name="filter_customer" string="Waiting on User (Requester)" domain="[('responsibility', '=', 'customer')]"/>
                 <filter name="filter_on_hold" string="On Hold (SLA Paused)" domain="[('responsibility', '=', 'on_hold')]"/>
                 <filter name="filter_third_party" string="Waiting on Third Party (SLA Paused)" domain="[('responsibility', '=', 'third_party')]"/>
                 <filter name="filter_internal_discussion" string="Internal Discussion (SLA Paused)" domain="[('responsibility', '=', 'internal_discussion')]"/>
-                <filter name="filter_scheduled_meeting" string="Tunggu Bersama (Scheduled Meeting)" domain="[('responsibility', '=', 'scheduled_meeting')]"/>
+                <filter name="filter_scheduled_meeting" string="Scheduled Meeting (Waiting Together)" domain="[('responsibility', '=', 'scheduled_meeting')]"/>
                 <filter name="filter_external_activity" string="External Activity (SLA Paused)" domain="[('responsibility', '=', 'external_activity')]"/>
                 <filter name="filter_resolved_idle" string="Resolved (Ticket Closed/Idle)" domain="[('responsibility', '=', 'resolved_idle')]"/>
                 <filter name="filter_sla_paused" string="Semua SLA Paused" domain="[('responsibility', 'in', ['on_hold','third_party','internal_discussion','scheduled_meeting','external_activity'])]"/>
diff --git a/gmn_freshservice/views/gmn_freshservice_ticket_views_v01.xml b/gmn_freshservice/views/gmn_freshservice_ticket_views_v01.xml
index 931c8d1..6b7a287 100644
--- a/gmn_freshservice/views/gmn_freshservice_ticket_views_v01.xml
+++ b/gmn_freshservice/views/gmn_freshservice_ticket_views_v01.xml
@@ -17,21 +17,10 @@
                             string="Laporan Bottleneck (Excel)" 
                             class="btn-outline-success" 
                             icon="fa-file-excel-o"/>
-                    <!-- <button name="action_assign_to_me" 
-                            type="object" 
-                            string="Tugaskan ke Saya" 
-                            class="btn-outline-primary" 
-                            icon="fa-user-check"/>
-                    <button name="action_toggle_mock_mode" 
-                            type="object" 
-                            string="Ganti Mode (Mock / Live)" 
-                            class="btn-secondary" 
-                            icon="fa-exchange"/> -->
                     <field name="status" widget="statusbar" statusbar_visible="open,pending,resolved,closed"/>
                 </header>
                 <sheet>
                     <field name="is_detail_synced" invisible="1"/>
-                    <widget name="web_ribbon" title="SIMULASI MOCK DATA" bg_color="text-bg-info" invisible="not is_mock_data"/>
 
                     <div class="oe_title">
                         <label for="name" string="Judul / Masalah Tiket"/>
@@ -43,47 +32,53 @@
                             <field name="current_responsibility" widget="badge" 
                                    decoration-danger="current_responsibility == 'internal'" 
                                    decoration-warning="current_responsibility == 'customer'"
+                                   decoration-info="current_responsibility == 'scheduled_meeting'"
+                                   decoration-muted="current_responsibility == 'third_party'"
                                    decoration-success="current_responsibility == 'closed'"/>
                         </div>
                     </div>
 
                     <!-- KPI METRIC CARDS SECTION -->
                     <div class="row mt-4 mb-4">
-                        <div class="col-md-3">
+                        <div class="col-md-2">
                             <div class="card text-center p-3 shadow-sm border-primary">
                                 <small class="text-muted fw-bold text-uppercase">First Response</small>
-                                <h4 class="mb-0 text-primary mt-1">
-                                    <field name="first_response_time_display" readonly="1"/>
-                                </h4>
-                                <small class="text-secondary mt-1">
-                                    Oleh: <field name="first_responder_name" readonly="1"/>
-                                </small>
+                                <h4 class="mb-0 text-primary mt-1"><field name="first_response_time_display" readonly="1"/></h4>
+                                <small class="text-secondary mt-1">Oleh: <field name="first_responder_name" readonly="1"/></small>
                             </div>
                         </div>
-                        <div class="col-md-3">
+                        <div class="col-md-2">
                             <div class="card text-center p-3 shadow-sm border-danger">
                                 <small class="text-muted fw-bold text-uppercase">Agent</small>
-                                <h4 class="mb-0 text-danger mt-1">
-                                    <field name="total_agent_time_display" readonly="1"/>
-                                </h4>
+                                <h4 class="mb-0 text-danger mt-1"><field name="total_agent_time_display" readonly="1"/></h4>
                                 <small class="text-secondary mt-1">Waiting on Us</small>
                             </div>
                         </div>
-                        <div class="col-md-3">
+                        <div class="col-md-2">
                             <div class="card text-center p-3 shadow-sm border-warning">
                                 <small class="text-muted fw-bold text-uppercase">User</small>
-                                <h4 class="mb-0 text-warning mt-1">
-                                    <field name="total_customer_time_display" readonly="1"/>
-                                </h4>
+                                <h4 class="mb-0 text-warning mt-1"><field name="total_customer_time_display" readonly="1"/></h4>
                                 <small class="text-secondary mt-1">Waiting on Customer</small>
                             </div>
                         </div>
-                        <div class="col-md-3">
+                        <div class="col-md-2">
+                            <div class="card text-center p-3 shadow-sm border-info">
+                                <small class="text-muted fw-bold text-uppercase">Scheduled Meeting</small>
+                                <h4 class="mb-0 text-info mt-1"><field name="shared_wait_time_display" readonly="1"/></h4>
+                                <small class="text-secondary mt-1">Waiting Together</small>
+                            </div>
+                        </div>
+                        <div class="col-md-2">
+                            <div class="card text-center p-3 shadow-sm border-secondary">
+                                <small class="text-muted fw-bold text-uppercase">Third Party</small>
+                                <h4 class="mb-0 text-secondary mt-1"><field name="third_party_time_display" readonly="1"/></h4>
+                                <small class="text-secondary mt-1">Waiting on Vendor</small>
+                            </div>
+                        </div>
+                        <div class="col-md-2">
                             <div class="card text-center p-3 shadow-sm border-success">
                                 <small class="text-muted fw-bold text-uppercase">Waktu Selesai</small>
-                                <h4 class="mb-0 text-success mt-1">
-                                    <field name="resolution_time_display" readonly="1"/>
-                                </h4>
+                                <h4 class="mb-0 text-success mt-1"><field name="resolution_time_display" readonly="1"/></h4>
                                 <small class="text-secondary mt-1">Total Resolution</small>
                             </div>
                         </div>
@@ -115,9 +110,10 @@
                                       decoration-muted="not is_active or responsibility in ('on_hold','third_party','internal_discussion','scheduled_meeting','external_activity','resolved_idle')">
                                     <field name="stage_name" widget="badge"/>
                                     <field name="responsibility" widget="badge" 
-                                           decoration-danger="responsibility == 'internal'" 
+                                           decoration-danger="responsibility in ('internal','on_hold','internal_discussion')" 
                                            decoration-warning="responsibility == 'customer'"
-                                           decoration-muted="responsibility in ('on_hold','third_party','internal_discussion','scheduled_meeting','external_activity','resolved_idle')"/>
+                                           decoration-info="responsibility == 'scheduled_meeting'"
+                                           decoration-muted="responsibility in ('third_party','external_activity','resolved_idle')"/>
                                     <field name="actor_name"/>
                                     <field name="actor_type"/>
                                     <field name="start_date" string="Waktu Mulai (UTC)"/>
@@ -159,7 +155,11 @@
                                     <field name="first_response_time_days" readonly="1"/>
                                     <field name="total_agent_time_days" readonly="1"/>
                                     <field name="total_customer_time_days" readonly="1"/>
+                                    <field name="shared_wait_time_days" readonly="1"/>
+                                    <field name="third_party_time_days" readonly="1"/>
                                     <field name="resolution_time_days" readonly="1"/>
+                                    <field name="shared_wait_time_hours" invisible="1"/>
+                                    <field name="third_party_time_hours" invisible="1"/>
                                     <!-- Field jam disembunyikan (hide) -->
                                     <field name="first_response_time_hours" invisible="1"/>
                                     <field name="total_agent_time_hours" invisible="1"/>
@@ -204,6 +204,8 @@
                        decoration-success="current_responsibility == 'closed'"/>
                 <field name="total_agent_time_display"/>
                 <field name="total_customer_time_display"/>
+                <field name="shared_wait_time_display" optional="show"/>
+                <field name="third_party_time_display" optional="show"/>
                 <field name="first_response_time_display"/>
                 <field name="responder_name"/>
                 <field name="requester_name"/>
diff --git a/gmn_freshservice/views/gmn_res_config_settings_views_v01.xml b/gmn_freshservice/views/gmn_res_config_settings_views_v01.xml
index d693eaa..c8d7604 100644
--- a/gmn_freshservice/views/gmn_res_config_settings_views_v01.xml
+++ b/gmn_freshservice/views/gmn_res_config_settings_views_v01.xml
@@ -7,7 +7,7 @@
         <field name="inherit_id" ref="base.res_config_settings_view_form"/>
         <field name="arch" type="xml">
             <xpath expr="//form" position="inside">
-                <app data-string="Freshservice Audit" string="Freshservice Audit" name="freshservice_ticket_audit">
+                <app data-string="Freshservice Audit" string="Freshservice Audit" name="gmn_freshservice">
                     <block title="Konfigurasi Integrasi Freshservice" name="freshservice_settings_block">
                         <setting id="freshservice_url_setting" help="URL Portal Freshservice perusahaan Anda">
                             <field name="freshservice_url"/>
@@ -21,12 +21,11 @@
                             <field name="freshservice_sync_limit"/>
                         </setting>
 
-                        <setting id="freshservice_mock_setting" help="Gunakan mock data sesuai format resmi Freshservice API untuk testing tanpa API Key asli">
-                            <field name="freshservice_use_mock"/>
+                        <setting id="freshservice_connection_setting" help="Uji koneksi ke Live Freshservice API">
                             <div class="mt8">
                                 <button name="action_test_freshservice_connection" 
                                         type="object" 
-                                        string="Tes Koneksi / Cek Status" 
+                                        string="Tes Koneksi Live API" 
                                         class="btn-primary" 
                                         icon="fa-plug"/>
                             </div>
@@ -42,6 +41,6 @@
         <field name="res_model">res.config.settings</field>
         <field name="view_mode">form</field>
         <field name="target">main</field>
-        <field name="context">{'module': 'freshservice_ticket_audit'}</field>
+        <field name="context">{'module': 'gmn_freshservice'}</field>
     </record>
 </odoo>
diff --git a/gmn_freshservice/wizard/__pycache__/gmn_freshservice_ticket_bottleneck_wizard_v01.cpython-312.pyc b/gmn_freshservice/wizard/__pycache__/gmn_freshservice_ticket_bottleneck_wizard_v01.cpython-312.pyc
index 575a563..560d3ef 100644
Binary files a/gmn_freshservice/wizard/__pycache__/gmn_freshservice_ticket_bottleneck_wizard_v01.cpython-312.pyc and b/gmn_freshservice/wizard/__pycache__/gmn_freshservice_ticket_bottleneck_wizard_v01.cpython-312.pyc differ
diff --git a/gmn_freshservice/wizard/gmn_freshservice_ticket_bottleneck_wizard_v01.py b/gmn_freshservice/wizard/gmn_freshservice_ticket_bottleneck_wizard_v01.py
index 5306235..6f36007 100644
--- a/gmn_freshservice/wizard/gmn_freshservice_ticket_bottleneck_wizard_v01.py
+++ b/gmn_freshservice/wizard/gmn_freshservice_ticket_bottleneck_wizard_v01.py
@@ -207,6 +207,11 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
             'bg_color': '#FCF3CF', 'font_color': '#7D6608', 'border': 1,
             'border_color': '#F9E79F', 'align': 'center', 'valign': 'vcenter'
         })
+        scheduled_meeting_fmt = workbook.add_format({
+            'bold': True, 'font_size': 9, 'font_name': 'Calibri',
+            'bg_color': '#D6EAF8', 'font_color': '#21618C', 'border': 1,
+            'border_color': '#85C1E9', 'align': 'center', 'valign': 'vcenter'
+        })
         kpi_box_label = workbook.add_format({
             'font_size': 9, 'font_name': 'Calibri', 'bold': True,
             'bg_color': '#EBF5FB', 'font_color': '#2874A6', 'border': 1, 'border_color': '#AED6F1'
@@ -255,13 +260,15 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
             summary_html = self._build_single_ticket_sheets(
                 workbook, t, title_fmt, subtitle_fmt, section_fmt, th_fmt,
                 td_fmt, td_wrap_fmt, td_center_fmt, td_num_fmt, td_dec_fmt, td_pct_fmt, td_date_fmt,
-                bn_badge_fmt, normal_badge_fmt, kpi_box_label, kpi_box_val, status_formats, sla_paused_fmt
+                bn_badge_fmt, normal_badge_fmt, kpi_box_label, kpi_box_val, status_formats, sla_paused_fmt,
+                scheduled_meeting_fmt
             )
         else:
             summary_html = self._build_ranking_sheets(
                 workbook, tickets, title_fmt, subtitle_fmt, section_fmt, th_fmt,
                 td_fmt, td_wrap_fmt, td_center_fmt, td_num_fmt, td_dec_fmt, td_pct_fmt, td_date_fmt,
-                bn_badge_fmt, normal_badge_fmt, kpi_box_label, kpi_box_val, status_formats, sla_paused_fmt
+                bn_badge_fmt, normal_badge_fmt, kpi_box_label, kpi_box_val, status_formats, sla_paused_fmt,
+                scheduled_meeting_fmt
             )
 
         workbook.close()
@@ -309,7 +316,8 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
     def _build_single_ticket_sheets(
         self, workbook, t, title_fmt, subtitle_fmt, section_fmt, th_fmt,
         td_fmt, td_wrap_fmt, td_center_fmt, td_num_fmt, td_dec_fmt, td_pct_fmt, td_date_fmt,
-        bn_badge_fmt, normal_badge_fmt, kpi_box_label, kpi_box_val, status_formats, sla_paused_fmt=None
+        bn_badge_fmt, normal_badge_fmt, kpi_box_label, kpi_box_val, status_formats, sla_paused_fmt,
+        scheduled_meeting_fmt
     ):
         """Membuat sheet untuk analisis mendalam bottleneck tiket tunggal."""
         ws1 = workbook.add_worksheet('Ringkasan & Bottleneck KPI')
@@ -404,12 +412,50 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
             'bg_color': '#FFFFFF', 'font_color': '#145A32', 'border': 1, 'border_color': '#A9DFBF',
             'align': 'center', 'valign': 'vcenter'
         })
+        # Warna KPI mengikuti responsibility: internal merah, customer orange,
+        # scheduled meeting biru, dan third party abu-abu.
+        kpi_internal_label = workbook.add_format({
+            'font_size': 9, 'font_name': 'Calibri', 'bold': True,
+            'bg_color': '#FADBD8', 'font_color': '#922B21', 'border': 1, 'border_color': '#E6B0AA'
+        })
+        kpi_customer_label = workbook.add_format({
+            'font_size': 9, 'font_name': 'Calibri', 'bold': True,
+            'bg_color': '#FCF3CF', 'font_color': '#7D6608', 'border': 1, 'border_color': '#F9E79F'
+        })
+        kpi_meeting_label = workbook.add_format({
+            'font_size': 9, 'font_name': 'Calibri', 'bold': True,
+            'bg_color': '#D6EAF8', 'font_color': '#21618C', 'border': 1, 'border_color': '#85C1E9'
+        })
+        kpi_third_party_label = workbook.add_format({
+            'font_size': 9, 'font_name': 'Calibri', 'bold': True,
+            'bg_color': '#E5E7E9', 'font_color': '#566573', 'border': 1, 'border_color': '#BDC3C7'
+        })
+        kpi_internal_val = workbook.add_format({
+            'font_size': 11, 'font_name': 'Calibri', 'bold': True,
+            'bg_color': '#FDEDEC', 'font_color': '#922B21', 'border': 1, 'border_color': '#E6B0AA',
+            'align': 'center', 'valign': 'vcenter'
+        })
+        kpi_customer_val = workbook.add_format({
+            'font_size': 11, 'font_name': 'Calibri', 'bold': True,
+            'bg_color': '#FEFDE8', 'font_color': '#7D6608', 'border': 1, 'border_color': '#F9E79F',
+            'align': 'center', 'valign': 'vcenter'
+        })
+        kpi_meeting_val = workbook.add_format({
+            'font_size': 11, 'font_name': 'Calibri', 'bold': True,
+            'bg_color': '#EBF5FB', 'font_color': '#21618C', 'border': 1, 'border_color': '#85C1E9',
+            'align': 'center', 'valign': 'vcenter'
+        })
+        kpi_third_party_val = workbook.add_format({
+            'font_size': 11, 'font_name': 'Calibri', 'bold': True,
+            'bg_color': '#F2F3F4', 'font_color': '#566573', 'border': 1, 'border_color': '#BDC3C7',
+            'align': 'center', 'valign': 'vcenter'
+        })
         ws1.write('B13', 'First Response', kpi_wh_label)
         ws1.write('C13', 'Total Waktu', kpi_wh_label)
-        ws1.write('D13', 'Waiting on Us (IT/Agent)', kpi_wh_label)
-        ws1.write('E13', 'Waiting on User (Pengguna)', kpi_wh_label)
-        ws1.write('F13', 'Total SLA Paused', kpi_wh_label)
-        ws1.write('G13', 'Resolved / Idle', kpi_wh_label)
+        ws1.write('D13', 'Waiting on Us (IT/Agent)', kpi_internal_label)
+        ws1.write('E13', 'Waiting on User (Requester)', kpi_customer_label)
+        ws1.write('F13', 'Scheduled Meeting', kpi_meeting_label)
+        ws1.write('G13', 'Third Party', kpi_third_party_label)
         ws1.write('H13', 'Catatan Rumus', kpi_wh_label)
 
         # Hitung jam kerja (UTC+7, 08:30-17:30, break 12:30-13:30, Senin-Jumat)
@@ -450,10 +496,10 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
         wh_total = sum(stage_wh_map.values())
         ws1.write('B14', format_working_duration(wh_fr), kpi_box_val)
         ws1.write('C14', format_working_duration(wh_total), kpi_box_val)
-        ws1.write('D14', format_working_duration(wh_agent), kpi_box_val)
-        ws1.write('E14', format_working_duration(wh_cust), kpi_box_val)
-        ws1.write('F14', format_working_duration(wh_paused), kpi_box_val)
-        ws1.write('G14', format_working_duration(wh_resolved_idle), kpi_box_val)
+        ws1.write('D14', format_working_duration(wh_agent), kpi_internal_val)
+        ws1.write('E14', format_working_duration(wh_cust), kpi_customer_val)
+        ws1.write('F14', format_working_duration(wh_meeting), kpi_meeting_val)
+        ws1.write('G14', format_working_duration(wh_vendor), kpi_third_party_val)
         ws1.write('H14', 'Senin-Jumat, 08:30-17:30 WIB\nBreak 12:30-13:30 (8 Jam/Hari)\nDB UTC → +7 WIB', kpi_box_val)
 
         # REKAPITULASI BEBAN TANGGUNG JAWAB — harus identik dengan total Sheet 2.
@@ -466,15 +512,17 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
         recap_rows = [
             ('Waiting on Us (IT - Pengerjaan Aktif)', 'Waktu penanganan langsung oleh Tim IT (Open / In Progress).', wh_it_direct),
             ('Waiting on Us (IT - Internal Hold & Discussion)', 'Tiket ditahan/dianalisa internal IT (Aturan 9: default Beban IT).', wh_internal_hold),
-            ('Waiting on User (Customer)', 'Menunggu balasan, konfirmasi, atau keputusan dari pemohon / user.', wh_cust),
-            ('Tunggu Bersama (Scheduled Meeting)', 'Masa tunggu bersama menjelang jadwal meeting / Zoom (SLA Paused).', wh_meeting),
+            ('Waiting on User (Requester)', 'Menunggu balasan, konfirmasi, atau keputusan dari pemohon / user.', wh_cust),
+            ('Scheduled Meeting (Waiting Together)', 'Masa tunggu bersama menjelang jadwal meeting / Zoom (SLA Paused).', wh_meeting),
             ('Waiting on Third Party (Vendor)', 'Eskalasi vendor eksternal atau pengerjaan pihak ketiga (SLA Paused).', wh_vendor),
             ('SLA Paused Lainnya (Admin / External)', 'Aktivitas jeda administratif sistemik lainnya.', wh_other_paused),
             ('Resolved / Idle Time (Sebelum Reopen)', 'Tiket telah di-resolve atau idle otomatis, tidak membebani pemohon.', wh_resolved_idle),
             ('Grand Total Umur Tiket', 'Jumlah seluruh tahapan; harus 100% sama dengan total Sheet 2.', wh_total),
         ]
-        for recap_row, (label, description, hours) in enumerate(recap_rows, start=18):
-            label_fmt = bn_badge_fmt if label.startswith('Waiting on Us') else (normal_badge_fmt if label.startswith('Waiting on User') else (section_fmt if label == 'Grand Total Umur Tiket' else (sla_paused_fmt or td_center_fmt)))
+        # xlsxwriter memakai indeks baris 0-based: start=17 berarti Excel row 18.
+        # Ini menghindari satu baris kosong sebelum rekap pertama.
+        for recap_row, (label, description, hours) in enumerate(recap_rows, start=17):
+            label_fmt = bn_badge_fmt if label.startswith('Waiting on Us') else (normal_badge_fmt if label.startswith('Waiting on User') else (scheduled_meeting_fmt if label.startswith('Scheduled Meeting') else (section_fmt if label == 'Grand Total Umur Tiket' else (sla_paused_fmt or td_center_fmt))))
             ws1.write(recap_row, 1, label, label_fmt)
             ws1.merge_range(recap_row, 2, recap_row, 5, description, td_fmt)
             ws1.write(recap_row, 6, hours, td_dec_fmt)
@@ -482,18 +530,19 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
             ws1.write(recap_row, 8, (hours / wh_total) if wh_total else 0.0, td_pct_fmt)
 
         # TABEL RANKING BOTTLENECK PER STAGE
-        # Rekapitulasi berakhir di baris Excel 26 (grand total), sehingga
-        # ranking dimulai di baris 28 agar tidak overlap dengan merge C25:F25.
-        ws1.merge_range('B28:I28', 'RANKING BOTTLENECK PER STAGE (Diurutkan dari Tahapan Paling Lama)', section_fmt)
+        # Rekap berakhir di Excel row 25. Row 26 adalah pemisah.
+        # Title di Excel row 27 (index 26), header di Excel row 28 (index 27),
+        # dan data mulai di Excel row 29 (index 28) secara berurutan tanpa baris kosong.
+        ws1.merge_range('B27:I27', 'RANKING BOTTLENECK PER STAGE (Diurutkan dari Tahapan Paling Lama)', section_fmt)
 
         headers_bn = ['Rank', 'Tahapan / Status', 'Tanggung Jawab', 'Pengguna', 'Hari Kerja Efektif', 'Jam Kerja', '% Kontribusi', 'Status']
         for col_idx, h in enumerate(headers_bn, start=1):
-            ws1.write(29, col_idx, h, th_fmt)
+            ws1.write(27, col_idx, h, th_fmt)
 
         sorted_stages = t.stage_log_ids.sorted(key=lambda s: stage_wh_map.get(s.id, 0.0), reverse=True)
         total_wh_ticket = max(0.01, sum(stage_wh_map.values()) or 0.01)
 
-        row = 30
+        row = 28
         primary_bn_text = "Tidak terdeteksi delay signifikan."
         primary_bn_actor = "-"
         primary_bn_stage = "-"
@@ -508,6 +557,7 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
                 resp_fmt = bn_badge_fmt
             elif stage.responsibility == 'customer':
                 resp_label = 'Waiting on User (Requester)'
+                # Customer selalu orange/kuning, bukan merah.
                 resp_fmt = normal_badge_fmt
             elif stage.responsibility == 'on_hold':
                 resp_label = 'On Hold (Internal Hold / Waiting on Us)'
@@ -519,8 +569,8 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
                 resp_label = 'Waiting on Internal Discussion (Internal Hold / Waiting on Us)'
                 resp_fmt = bn_badge_fmt
             elif stage.responsibility == 'scheduled_meeting':
-                resp_label = 'Tunggu Bersama (Scheduled Meeting - SLA is Paused)'
-                resp_fmt = sla_paused_fmt or td_center_fmt
+                resp_label = 'Scheduled Meeting (Waiting Together - SLA is Paused)'
+                resp_fmt = scheduled_meeting_fmt
             elif stage.responsibility == 'external_activity':
                 resp_label = 'External Activity (SLA is Paused)'
                 resp_fmt = sla_paused_fmt or td_center_fmt
@@ -529,7 +579,8 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
                 resp_fmt = sla_paused_fmt or td_center_fmt
             is_primary = (rank_idx == 1 and stage_wh > 0.0)
 
-            ws1.write(row, 1, f"#{rank_idx}", bn_badge_fmt if is_primary else td_center_fmt)
+            # Nomor ranking utama mengikuti warna tanggung jawab bottleneck.
+            ws1.write(row, 1, f"#{rank_idx}", resp_fmt if is_primary else td_center_fmt)
             ws1.write(row, 2, stage.stage_name or '-', td_fmt)
             ws1.write(row, 3, resp_label, resp_fmt)
             ws1.write(row, 4, stage.actor_name or '-', td_fmt)
@@ -579,7 +630,7 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
             if log.responsibility == 'internal':
                 resp_label = 'Waiting on Us (Internal)'
             elif log.responsibility == 'customer':
-                resp_label = 'Waiting on User (Customer)'
+                resp_label = 'Waiting on User (Requester)'
             elif log.responsibility == 'on_hold':
                 resp_label = 'On Hold (Internal Hold / Waiting on Us)'
             elif log.responsibility == 'third_party':
@@ -587,9 +638,9 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
             elif log.responsibility == 'internal_discussion':
                 resp_label = 'Waiting on Internal Discussion (Internal Hold / Waiting on Us)'
             elif log.responsibility == 'scheduled_meeting':
-                resp_label = 'Tunggu Bersama (Scheduled Meeting - SLA is Paused)'
+                resp_label = 'Scheduled Meeting (Waiting Together - SLA is Paused)'
             elif log.responsibility == 'external_activity':
-                resp_label = 'External Activity (SLA is Paused)'
+                resp_label = 'External Activity (SLA is Paused)' 
             else:
                 resp_label = 'Resolved (Ticket Closed/Idle)'
             msg_body = self._get_stage_conversation_body(log, t)
@@ -615,7 +666,8 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
             ws2.write(row2, 2, _to_wib_str(log.start_date), td_center_fmt)
             ws2.write(row2, 3, _to_wib_str(log.end_date), td_center_fmt)
             ws2.write(row2, 4, log.stage_name or '-', td_fmt)
-            ws2.write(row2, 5, resp_label, bn_badge_fmt if log.responsibility == 'internal' else (normal_badge_fmt if log.responsibility == 'customer' else (sla_paused_fmt or td_center_fmt)))
+            resp_fmt = bn_badge_fmt if log.responsibility in ('internal', 'on_hold', 'internal_discussion') else (normal_badge_fmt if log.responsibility == 'customer' else (scheduled_meeting_fmt if log.responsibility == 'scheduled_meeting' else (sla_paused_fmt or td_center_fmt)))
+            ws2.write(row2, 5, resp_label, resp_fmt)
             ws2.write(row2, 6, log.actor_type or '-', td_center_fmt)
             ws2.write(row2, 7, log.actor_name or '-', td_fmt)
             ws2.write(row2, 8, wd_eff, td_dec_fmt)
@@ -832,8 +884,10 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
                     resp_label = 'On Hold (SLA is Paused)'
                 elif log.responsibility == 'third_party':
                     resp_label = 'Waiting on Third Party (SLA is Paused)'
+                elif log.responsibility == 'scheduled_meeting':
+                    resp_label = 'Scheduled Meeting (Waiting Together - SLA is Paused)'
                 else:
-                    resp_label = 'Waiting on Internal Discussion (SLA is Paused)'
+                    resp_label = 'Waiting on Internal Discussion (SLA is Paused)' 
                 msg_body = self._get_stage_conversation_body(log, t)
                 raw_act_main = log.activity_content or ''
                 if 'Isi Pesan:' in raw_act_main:
@@ -856,7 +910,9 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
                 ws2.write(row2, 2, _wib(log.start_date), td_center_fmt)
                 ws2.write(row2, 3, _wib(log.end_date), td_center_fmt)
                 ws2.write(row2, 4, log.stage_name or '-', td_fmt)
-                ws2.write(row2, 5, resp_label, bn_badge_fmt if log.responsibility == 'internal' else (normal_badge_fmt if log.responsibility == 'customer' else (sla_paused_fmt or td_center_fmt)))
+                resp_fmt = bn_badge_fmt if log.responsibility in ('internal', 'on_hold', 'internal_discussion') else (normal_badge_fmt if log.responsibility == 'customer' else (scheduled_meeting_fmt if log.responsibility == 'scheduled_meeting' and scheduled_meeting_fmt else (sla_paused_fmt or td_center_fmt)))
+                # Waiting on User memakai normal_badge_fmt orange/kuning.
+                ws2.write(row2, 5, resp_label, resp_fmt)
                 ws2.write(row2, 6, log.actor_name or '-', td_fmt)
                 ws2.write(row2, 7, calc_log_days, td_num_fmt)
                 ws2.write(row2, 8, log.duration_hours, td_dec_fmt)