[UPD] update logic tiket

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')

gmn_freshservice/models/gmn_freshservice_ticket_stage_log_v01.py

@@ -255,15 +255,36 @@ class FreshserviceTicketStageLog(models.Model):
     stage_name = fields.Char(string='Status / Stage', required=True)
     
     responsibility = fields.Selection([
-        ('internal', 'Internal (Waiting on Us)'),
-        ('customer', 'Customer (Waiting on User)'),
-        ('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)'),
-        ('external_activity', 'External Activity (SLA is Paused)'),
-        ('resolved_idle', 'Resolved (Ticket Closed/Idle)'),
-    ], string='Tanggung Jawab', required=True, default='internal', index=True)
+        ('internal', 'Agent Active Work'),
+        ('it_hold', 'Agent Hold & Discussion'),
+        ('customer', 'Waiting on Requester'),
+        ('user_after_auto_resolve', 'Waiting on User After Auto-Resolve'),
+        ('needs_verification', 'Waiting on User Verification'),
+        ('scheduled_meeting', 'Scheduled Meeting (Shared)'),
+        ('third_party', 'Waiting on Third Party'),
+        ('resolved_idle', 'Resolved / Idle'),
+        # Legacy values are retained for historical audit snapshots.
+        ('on_hold', 'On Hold (Legacy)'),
+        ('internal_discussion', 'Internal Discussion (Legacy)'),
+        ('external_activity', 'External Activity (Legacy)'),
+    ], string='Task Owner', required=True, default='internal', index=True)
+
+    effective_status = fields.Char(string='Effective Status', index=True)
+    classification_basis = fields.Char(string='Classification Basis')
+    needs_verification = fields.Boolean(string='User Verification Required')
+    delay_cause = fields.Selection([
+        ('it', 'Agent'), ('user', 'User'), ('none', 'None'),
+    ], string='Delay Cause', default='none')
+    automatic_responsibility = fields.Selection(related='responsibility', readonly=True)
+    override_responsibility = fields.Selection([
+        ('internal', 'Agent Active Work'), ('it_hold', 'Agent Hold & Discussion'), ('customer', 'Waiting on Requester'),
+        ('user_after_auto_resolve', 'Waiting on User After Auto-Resolve'),
+        ('needs_verification', 'Waiting on User Verification'), ('scheduled_meeting', 'Scheduled Meeting (Shared)'),
+        ('third_party', 'Waiting on Third Party'), ('resolved_idle', 'Resolved / Idle'),
+    ], string='Task Owner Override')
+    override_source = fields.Char(string='Override Source')
+    override_reviewer = fields.Char(string='Override Reviewer')
+    override_at = fields.Datetime(string='Override Date')
 
     actor_name = fields.Char(string='Pelaku / Actor')
     actor_type = fields.Selection([

gmn_freshservice/models/gmn_freshservice_ticket_v01.py

@@ -36,7 +36,7 @@ class FreshserviceTicket(models.Model):
 
     requester_name = fields.Char(string='Pemohon (User)', tracking=True)
     requester_email = fields.Char(string='Email Pemohon')
-    responder_name = fields.Char(string='Agen Penanggung Jawab (IT)', tracking=True)
+    responder_name = fields.Char(string='Agent Penanggung Jawab (IT)', tracking=True)
     department_name = fields.Char(string='Departemen')
 
     # ==========================================
@@ -62,9 +62,13 @@ class FreshserviceTicket(models.Model):
     ticket_created_at = fields.Datetime(string='Waktu Dibuat', index=True)
     due_by = fields.Datetime(string='Batas Waktu (Due Date)')
     first_responded_at = fields.Datetime(string='Waktu First Response')
+    first_ack_at = fields.Datetime(string='Waktu First Acknowledgement', readonly=True)
+    first_meaningful_response_at = fields.Datetime(
+        string='Waktu First Meaningful Response', readonly=True,
+    )
     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,
@@ -112,24 +116,58 @@ class FreshserviceTicket(models.Model):
         digits=(12, 2)
     )
     total_agent_time_display = fields.Char(
-        string='Agen (Waiting on Us)',
+        string='Agent Responsibility',
         compute='_compute_time_metrics',
         store=True
     )
 
     total_customer_time_days = fields.Integer(
-        string='Total Waktu di User (Hari)',
+        string='Requester Time (Days)',
         compute='_compute_time_metrics',
         store=True
     )
     total_customer_time_hours = fields.Float(
-        string='Total Waktu di User (Jam)',
+        string='Requester Time (Hours)',
         compute='_compute_time_metrics',
         store=True,
         digits=(12, 2)
     )
     total_customer_time_display = fields.Char(
-        string='User (Waiting on User)',
+        string='Requester Responsibility',
+        compute='_compute_time_metrics',
+        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
     )
@@ -146,16 +184,16 @@ class FreshserviceTicket(models.Model):
         digits=(12, 2)
     )
     resolution_time_display = fields.Char(
-        string='Total Waktu Selesai',
+        string='Total Resolution Time',
         compute='_compute_time_metrics',
         store=True
     )
 
     current_responsibility = fields.Selection([
-        ('internal', 'Waiting on Us (Internal)'),
-        ('customer', 'Waiting on User (Customer)'),
-        ('closed', 'Tiket Selesai'),
-    ], string='Status Tanggung Jawab Saat Ini', compute='_compute_time_metrics', store=True)
+        ('internal', 'Agent Active Work'),
+        ('customer', 'Waiting on Requester'),
+        ('closed', 'Completed'),
+    ], string='Current Responsibility', compute='_compute_time_metrics', store=True)
 
     # Relasi
     stage_log_ids = fields.One2many(
@@ -171,7 +209,7 @@ 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:
@@ -190,14 +228,24 @@ 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')
-            cust_hours = sum(l.working_hours for l in rec.stage_log_ids if l.responsibility == 'customer')
+            # Mengikuti Aturan Fair Responsibility:
+            # - IT Aktif / IT Hold / On Hold / Internal Discussion: Agen (Waiting on Us)
+            # - User / User Setelah Auto Resolve: Customer (Waiting on User)
+            # - Perlu Verifikasi: Dicatat tersendiri / dapat masuk rentang estimasi
+            # - Scheduled Meeting: Bersama
+            # - Third Party: Pihak Ketiga
+            agent_hours = sum(l.working_hours for l in rec.stage_log_ids if (l.override_responsibility or l.responsibility) in ('internal', 'it_hold', 'on_hold', 'internal_discussion'))
+            cust_hours = sum(l.working_hours for l in rec.stage_log_ids if (l.override_responsibility or l.responsibility) in ('customer', 'user_after_auto_resolve', 'needs_verification'))
+            shared_wait_hours = sum(l.working_hours for l in rec.stage_log_ids if (l.override_responsibility or l.responsibility) == 'scheduled_meeting')
+            third_party_hours = sum(l.working_hours for l in rec.stage_log_ids if (l.override_responsibility or l.responsibility) in ('third_party', 'external_activity'))
             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)
-            resolved_idle_hours = sum(l.working_hours for l in rec.stage_log_ids if l.responsibility == 'resolved_idle')
+            resolved_idle_hours = sum(l.working_hours for l in rec.stage_log_ids if (l.override_responsibility or l.responsibility) == 'resolved_idle')
             
             rec.total_agent_time_hours = round(agent_hours, 2)
             rec.total_agent_time_days = round(agent_days)
@@ -207,6 +255,14 @@ 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
@@ -269,6 +325,28 @@ class FreshserviceTicket(models.Model):
             }
         }
 
+    def _ball_in_court_check(self, effective_status, last_msg, last_actor_type):
+        """
+        Aturan B: Ball-in-court analysis.
+        Mengevaluasi apakah stage hold/waiting memiliki potensi misklasifikasi
+        karena Agent sedang menunggu konfirmasi user atau sebaliknya.
+        Mengembalikan (is_needs_verification, basis_snippet).
+        """
+        if not last_msg:
+            return False, ""
+        msg_lower = last_msg.lower()
+        confirmation_keywords = [
+            'mohon konfirmasi', 'konfirmasi', 'mohon dicek', 'silakan dicek',
+            'apakah sudah', 'apakah bisa', 'menunggu konfirmasi', 'apakah kendala',
+            'mohon info', 'tolong konfirmasi', 'konfirmasinya'
+        ]
+        has_req = any(kw in msg_lower for kw in confirmation_keywords) or ('?' in last_msg and last_actor_type == 'Agent')
+        if has_req and (effective_status in ('Waiting on Internal Discussion', 'On Hold') or 'hold' in str(effective_status).lower()):
+            words = last_msg.strip().split()
+            snippet = ' '.join(words[:10]) + ('...' if len(words) > 10 else '')
+            return True, f"Agent meminta konfirmasi: \"{snippet}\""
+        return False, ""
+
     def action_sync_from_freshservice(self):
         """
         Sinkronisasi data dari Freshservice (Mock Engine atau Live API sesuai konfigurasi).
@@ -289,9 +367,9 @@ 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)
@@ -389,7 +467,13 @@ class FreshserviceTicket(models.Model):
                 conv_by_time[c_time[:16]] = c  # toleransi pencocokan hingga menit (YYYY-MM-DDTHH:MM)
 
         log_vals_list = []
+        # Hanya perubahan status eksplisit yang mengubah state berikutnya.
+        effective_status = 'Open'
         current_state = 'internal'
+        last_public_message = False
+        last_message_actor_type = False
+        first_ack_dt = False
+        first_meaningful_dt = False
         meeting_wait_until = False
         meeting_start_dt = False
         meeting_waiting_for_followup = False
@@ -504,59 +588,128 @@ class FreshserviceTicket(models.Model):
                 else:
                     stage_name = 'Aktivitas'
 
-            # 4. Tentukan Tanggung Jawab (Responsibility) dengan Sticky State Machine.
-            # Hanya perubahan Status eksplisit atau balasan Requester yang boleh mengubah state.
+            # 4. Tentukan Tanggung Jawab (Responsibility) — Fair Responsibility Classification
+            # ==============================================================================
+            # Aturan A: Hanya event "set Status as X" yang mengubah effective_status.
+            #           Event non-status (Timesheet, Note, Assignment, Reply) MEWARISI status sebelumnya.
+            # Aturan B: Ball-in-court check untuk IT_HOLD / Waiting on End User.
+            #           Deteksi 2 segmen PERLU_VERIFIKASI (Sep 18 09:38-Sep 21 14:05 & Oct 6 09:28-Oct 9 10:44).
+            # Aturan C: Resolved oleh sistem/auto-rule → USER_SETELAH_AUTO_RESOLVE.
+            # Aturan D: Scheduled Meeting → BERSAMA dengan penanda delay_cause.
+            # Aturan E: First response substantif terpisah dari auto-ack.
+            # ==============================================================================
             combined_text = f"{stage_name} {content_main} {' '.join(str(s) for s in sub_contents)}".lower()
-            is_timesheet = any(k in combined_text for k in ('timesheet', 'time spent', 'create timesheet'))
+            status_text = ' '.join(filter(None, (extracted_status or '', stage_name, content_main, *[str(s) for s in sub_contents]))).lower()
+            explicit_status = bool(re.search(r'\bset\s+status\s+as\b', status_text, re.I))
+            vendor_external = bool(re.search(r'vendor\s+escalation\s+as\s+external|set\s+vendor\s+escalation\s+as\s+external', status_text))
+            is_agent_assignment = bool(re.search(r'\bset\s+agent\s+as\b', status_text, re.I))
 
-            if is_timesheet:
-                stage_name = 'Create Timesheet'
-                responsibility = 'external_activity'
-            else:
-                status_text = ' '.join(filter(None, (extracted_status or '', stage_name, content_main, *[str(s) for s in sub_contents]))).lower()
-                explicit_status = 'set status as' in status_text
-                is_requester_reopen_workflow = (
-                    actor_type == 'System'
-                    and 'reopen tickets when the requester responds' in status_text
-                )
-                requester_email = (self.requester_email or '').strip().lower()
-                is_agent_reply_to_requester = (
-                    actor_type.strip().lower() == 'agent'
-                    and bool(re.search(r'replied\s+to', status_text, re.I))
-                )
-                is_agent_assignment = bool(re.search(r'\bset\s+agent\s+as\b', status_text, re.I))
-                vendor_external = bool(re.search(r'vendor\s+escalation\s+as\s+external|set\s+vendor\s+escalation\s+as\s+external', status_text))
-                confirmation_to_user = bool(re.search(r'(mohon|please|harap|kindly).{0,100}(konfirmasi|confirmation|keputusan|decision|approve|persetujuan)', status_text, re.I))
-                if is_agent_assignment:
-                    # Penugasan/perubahan agent mengalihkan tanggung jawab kembali ke internal (Waiting on Us).
-                    current_state = 'internal'
-                elif vendor_external or (explicit_status and 'waiting on third party' in status_text):
-                    # Vendor Escalation=External adalah trigger resmi meski bukan field Status.
-                    current_state = 'third_party'
-                elif explicit_status and 'waiting on internal discussion' in status_text:
-                    current_state = 'internal_discussion'
-                elif explicit_status and any(x in status_text for x in ('waiting on end user', 'waiting on user', 'set status as pending')):
-                    current_state = 'customer'
-                elif explicit_status and any(x in status_text for x in ('on hold', 'on-hold')):
-                    current_state = 'on_hold'
-                elif explicit_status and any(x in status_text for x in ('set status as resolved', 'set status as closed')):
+            # Update pesan terakhir jika ada balasan/catatan publik
+            if matched_msg:
+                last_public_message = matched_msg
+                last_message_actor_type = actor_type
+            elif 'replied' in content_main.lower() or 'reply' in content_main.lower():
+                last_public_message = content_main
+                last_message_actor_type = actor_type
+
+            # Rekam First Response (Aturan E)
+            if actor_type == 'Agent' and ('replied' in content_main.lower() or 'reply' in content_main.lower()):
+                is_auto_ack = any(k in combined_text for k in ('mohon menunggu', 'auto reply', 'automated response', 'thank you for contacting'))
+                if not first_ack_dt:
+                    first_ack_dt = start_dt_obj
+                if not is_auto_ack and not first_meaningful_dt:
+                    first_meaningful_dt = start_dt_obj
+
+            classification_basis = "Status warisan: %s" % effective_status
+            needs_verification_flag = False
+            delay_cause = 'none'
+
+            # Update effective_status hanya jika ada perubahan eksplisit
+            if vendor_external or (explicit_status and 'waiting on third party' in status_text):
+                effective_status = 'Waiting on Third Party'
+                current_state = 'third_party'
+                classification_basis = 'Status Freshservice: Waiting on Third Party'
+            elif explicit_status and 'waiting on internal discussion' in status_text:
+                effective_status = 'Waiting on Internal Discussion'
+                current_state = 'it_hold'
+                classification_basis = 'Status Freshservice: Waiting on Internal Discussion'
+            elif explicit_status and any(x in status_text for x in ('waiting on end user', 'waiting on user', 'set status as pending')):
+                effective_status = 'Waiting on End User'
+                current_state = 'customer'
+                classification_basis = 'Status Freshservice: Waiting on End User'
+            elif explicit_status and any(x in status_text for x in ('on hold', 'on-hold')):
+                effective_status = 'On Hold'
+                current_state = 'it_hold'
+                classification_basis = 'Status Freshservice: On Hold'
+            elif explicit_status and any(x in status_text for x in ('set status as resolved', 'set status as closed')):
+                is_auto_resolve = actor_type == 'System' or 'auto-resolve' in combined_text or 'workflow' in combined_text
+                effective_status = 'Resolved'
+                if is_auto_resolve:
+                    current_state = 'user_after_auto_resolve'
+                    classification_basis = 'Auto-resolve oleh sistem (menunggu respon user)'
+                else:
                     current_state = 'resolved_idle'
-                elif explicit_status and any(x in status_text for x in ('set status as open', 'set status as in progress', 'set status as on progress')):
-                    current_state = 'internal'
-                elif is_agent_reply_to_requester:
-                    # Agent sudah membalas requester; giliran berikutnya
-                    # menunggu respons user dan dibebankan ke end user (customer).
-                    current_state = 'customer'
-                # Balasan requester tidak serta-merta mengalihkan pembebanan ke internal
-                # sebelum tiket resmi di-reopen oleh workflow atau agent.
-                elif actor_type == 'Agent' and current_state in ('on_hold', 'internal_discussion') and confirmation_to_user:
-                    # Pengecualian: note Agent yang eksplisit meminta keputusan/konfirmasi user.
-                    current_state = 'customer'
+                    classification_basis = 'Status Freshservice: Resolved'
+            elif explicit_status and any(x in status_text for x in ('set status as open', 'set status as in progress', 'set status as on progress')):
+                effective_status = 'In Progress' if 'in progress' in status_text or 'on progress' in status_text else 'Open'
+                current_state = 'internal'
+                classification_basis = 'Status Freshservice: %s' % effective_status
 
-                responsibility = current_state
+            responsibility = current_state
 
-            # 4a. Smart Detection: undangan Zoom meng-overwrite rentang tunggu hingga follow-up Agent.
+            # Aturan B: status hold tidak otomatis berarti IT menunggu internal.
+            # Bila pesan publik terakhir dari Agent meminta konfirmasi user, klasifikasi
+            # dibuat eksplisit sebagai perlu verifikasi dan menyimpan kutipan pemicunya.
+            is_ball_req, basis_ball = self._ball_in_court_check(
+                effective_status, last_public_message, last_message_actor_type,
+            )
+            if is_ball_req:
+                responsibility = 'needs_verification'
+                needs_verification_flag = True
+                classification_basis = basis_ball
+
+            # Penanganan khusus Create Timesheet: MEWARISI status efektif (Aturan A)
+            if 'timesheet' in combined_text:
+                stage_name = 'Create Timesheet'
+                # Timesheet tidak mengubah responsibility, tetap memakai responsibility dari status efektif
+                classification_basis = 'Timesheet (mewarisi status efektif %s)' % effective_status
+
+            # Penanganan balasan Agent: tidak membalik tanggung jawab jika status masih di user (Aturan A)
+            if actor_type == 'Agent' and any(k in content_main.lower() for k in ('replied', 'reply')) and current_state == 'customer':
+                responsibility = 'customer'
+                classification_basis = 'Balasan Agent (mewarisi status Waiting on End User)'
+
+            # 4a. Smart Detection: Undangan Zoom / Meeting & Aturan Pembatalan Meeting (Cancel Meeting)
             is_meeting_invitation = bool(meeting_invitation_pattern.search(full_activity_content or ''))
+            is_meeting_cancelled = False
+
+            # Cek apakah setelah link meeting dikirim, meeting dibatalkan atau digantikan oleh status resmi:
+            # 1. Perubahan status resmi selain "Waiting on Internal Discussion" (misal: In Progress, Waiting on End User, On Hold, Resolved).
+            # 2. Atau terdapat kata kunci pembatalan eksplisit (cancel/batal meeting/zoom/call).
+            if meeting_waiting_for_followup and not is_meeting_invitation:
+                has_explicit_status_change = bool(re.search(r'\bset\s+status\s+as\b', status_text, re.I)) or vendor_external or is_agent_assignment
+                is_internal_disc = 'waiting on internal discussion' in status_text.lower()
+                cancel_kw = bool(re.search(r'\b(batal|cancel|reschedule|tidak\s+jadi)\b.{0,30}\b(meeting|zoom|call|gmeet)\b', full_activity_content or '', re.I))
+
+                if has_explicit_status_change and not is_internal_disc:
+                    # An explicit status transition ends the shared meeting phase,
+                    # but it is not a cancellation by itself. The next status or
+                    # activity is allowed to determine the normal responsibility.
+                    meeting_waiting_for_followup = False
+                    meeting_start_dt = False
+                    meeting_wait_until = False
+                    interval_meeting_start = False
+
+                if cancel_kw:
+                    # Only explicit cancellation wording marks the phase as
+                    # cancelled in the audit trail.
+                    is_meeting_cancelled = True
+                    stage_name = f'Meeting Cancelled / {stage_name}'
+                    meeting_waiting_for_followup = False
+                    meeting_start_dt = False
+                    meeting_wait_until = False
+                    interval_meeting_start = False
+
             if is_meeting_invitation:
                 parsed_meeting_dt = False
                 time_match = meeting_time_pattern.search(full_activity_content or '')
@@ -571,6 +724,10 @@ class FreshserviceTicket(models.Model):
                 meeting_start_dt = parsed_meeting_dt
                 meeting_waiting_for_followup = True
                 meeting_wait_until = False
+                # Aktivitas pengiriman link dibebankan kepada pengirimnya.
+                # Jika Agent yang mengirim, stage log ini berwarna Internal (merah)
+                # di Excel. Fase Waiting Together baru dimulai setelah aktivitas ini.
+                responsibility = 'internal' if actor_type == 'Agent' else current_state
 
             if meeting_wait_until and start_dt_obj and start_dt_obj >= meeting_wait_until:
                 meeting_wait_until = False
@@ -581,22 +738,27 @@ class FreshserviceTicket(models.Model):
                 k in (content_main or '').lower() for k in ('replied', 'reply', 'note')
             )
             if is_meeting_invitation:
-                responsibility = 'scheduled_meeting'
+                # Pengiriman link adalah pekerjaan pembuat link. Jangan mengubahnya
+                # menjadi Waiting Together; status meeting dipakai aktivitas berikutnya.
+                responsibility = 'internal' if actor_type == 'Agent' else current_state
                 meeting_wait_until = False
-            elif meeting_waiting_for_followup and start_dt_obj:
-                # No parsable Time: waits together until Agent follow-up. With Time:,
-                # the period from meeting start until that same follow-up is internal.
-                if meeting_start_dt and start_dt_obj >= meeting_start_dt:
-                    responsibility = 'internal'
-                    if is_agent_followup:
-                        meeting_waiting_for_followup = False
-                        meeting_start_dt = False
-                        meeting_wait_until = start_dt_obj
-                else:
-                    responsibility = 'scheduled_meeting'
-                    if not meeting_start_dt and is_agent_followup:
-                        meeting_waiting_for_followup = False
-                        meeting_wait_until = start_dt_obj
+            elif is_meeting_cancelled:
+                # Tanggung jawab kembali ke status operasional saat ini (current_state)
+                responsibility = current_state
+            elif (
+                meeting_waiting_for_followup
+                and not is_meeting_invitation
+                and 'waiting on internal discussion' in status_text.lower()
+            ):
+                # Setelah link meeting dikirim, status ini masih merupakan
+                # fase Scheduled Meeting dan tidak membatalkan state meeting.
+                responsibility = 'scheduled_meeting'
+            elif meeting_waiting_for_followup:
+                # Keep the complete interval shared while the ticket remains in
+                # Internal Discussion or Scheduled Meeting. Do not split at the
+                # scheduled meeting start; the next explicit status/activity
+                # determines the new responsibility.
+                responsibility = 'scheduled_meeting'
 
             # 5. Set First Responder jika belum terdeteksi
             if not self.first_responder_name and actor_type == 'Agent':
@@ -606,35 +768,34 @@ class FreshserviceTicket(models.Model):
             log_values = {
                 'stage_name': stage_name,
                 'responsibility': responsibility,
+                'effective_status': effective_status,
+                'classification_basis': classification_basis,
+                'needs_verification': needs_verification_flag,
+                'delay_cause': delay_cause,
                 'actor_name': actor_name,
                 'actor_type': actor_type,
                 'activity_content': full_activity_content or stage_name,
                 'start_date': start_dt,
                 'end_date': end_dt,
             }
-            # Split every affected interval at the scheduled start precisely:
-            # invitation → meeting = shared SLA-paused wait; meeting → next activity = internal follow-up.
-            if interval_meeting_start and end_dt_obj and start_dt_obj < interval_meeting_start < end_dt_obj:
-                waiting_values = dict(
-                    log_values,
-                    responsibility='scheduled_meeting',
-                    end_date=interval_meeting_start.strftime('%Y-%m-%d %H:%M:%S'),
-                )
-                followup_values = dict(
-                    log_values,
-                    stage_name='Scheduled Meeting / Follow-up',
-                    responsibility='internal',
-                    activity_content='%s\n[Auto split: meeting start → next Agent follow-up]' % (full_activity_content or stage_name),
-                    start_date=interval_meeting_start.strftime('%Y-%m-%d %H:%M:%S'),
-                )
-                log_vals_list.extend([(0, 0, waiting_values), (0, 0, followup_values)])
-            else:
-                log_vals_list.append((0, 0, log_values))
+            # Keep one continuous shared-time interval while the effective status is
+            # Internal Discussion or Scheduled Meeting. The interval changes only
+            # when the next activity/status explicitly changes responsibility.
+            log_vals_list.append((0, 0, log_values))
+
+        ticket_write_vals = {}
+        if first_ack_dt:
+            ticket_write_vals['first_ack_at'] = first_ack_dt.strftime('%Y-%m-%d %H:%M:%S')
+        if first_meaningful_dt:
+            ticket_write_vals['first_meaningful_response_at'] = first_meaningful_dt.strftime('%Y-%m-%d %H:%M:%S')
 
         if log_vals_list:
             # Baru ganti snapshot setelah daftar audit trail pengganti siap.
             self.stage_log_ids.unlink()
-            self.write({'stage_log_ids': log_vals_list})
+            ticket_write_vals['stage_log_ids'] = log_vals_list
+            self.write(ticket_write_vals)
+        elif ticket_write_vals:
+            self.write(ticket_write_vals)
 
         # 3. Update Percakapan. Terapkan perlindungan yang sama untuk respons kosong.
         conv_vals_list = []
@@ -657,7 +818,7 @@ 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 +830,6 @@ 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 +853,14 @@ 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 +868,14 @@ 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 +1026,10 @@ 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:

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):

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)"""

gmn_freshservice/views/gmn_freshservice_ticket_stage_log_views_v01.xml

@@ -5,7 +5,7 @@
         <field name="name">freshservice.ticket.stage.log.tree</field>
         <field name="model">freshservice.ticket.stage.log</field>
         <field name="arch" type="xml">
-            <list string="Audit Trail &amp; Durasi Status" 
+            <list string="Audit Trail &amp; Status Duration" 
                   decoration-danger="responsibility == 'internal' and is_active" 
                   decoration-warning="responsibility == 'customer' and is_active"
                   decoration-muted="not is_active or responsibility in ('on_hold','third_party','internal_discussion','scheduled_meeting','external_activity','resolved_idle')">
@@ -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)"/>
@@ -36,25 +37,37 @@
             <form string="Detail Audit Trail">
                 <sheet>
                     <group>
-                        <group>
+                        <group string="Informasi Status &amp; Tanggung Jawab">
                             <field name="ticket_id" readonly="1"/>
                             <field name="stage_name" readonly="1"/>
-                            <field name="responsibility" readonly="1"/>
+                            <field name="effective_status" readonly="1"/>
+                            <field name="responsibility" readonly="1" string="Effective Responsibility"/>
+                            <field name="automatic_responsibility" readonly="1"/>
                             <field name="actor_name" readonly="1"/>
                             <field name="actor_type" readonly="1"/>
                         </group>
-                        <group>
+                        <group string="Durasi Kerja Operasional (08:30-17:30 WIB)">
                             <field name="start_date" readonly="1" string="Waktu Mulai (UTC)"/>
                             <field name="end_date" readonly="1" string="Waktu Selesai (UTC)"/>
-                            <field name="working_duration_display" readonly="1" string="Jam Kerja (08:30-17:30 WIB)"/>
+                            <field name="working_duration_display" readonly="1" string="Jam Kerja Efektif"/>
                             <field name="working_days_effective" readonly="1" string="Hari Kerja Efektif"/>
                             <field name="duration_display" readonly="1" string="Durasi Kalender"/>
-                            <field name="duration_days" readonly="1"/>
-                            <!-- Jam di-hide -->
-                            <field name="duration_hours" invisible="1"/>
                             <field name="is_active" readonly="1"/>
                         </group>
                     </group>
+                    <group string="Klasifikasi &amp; Manual Override (Aturan F)">
+                        <group>
+                            <field name="delay_cause"/>
+                            <field name="needs_verification"/>
+                            <field name="classification_basis"/>
+                        </group>
+                        <group>
+                            <field name="override_responsibility"/>
+                            <field name="override_source"/>
+                            <field name="override_reviewer"/>
+                            <field name="override_at"/>
+                        </group>
+                    </group>
                     <notebook>
                         <page string="Deskripsi Aktivitas">
                             <field name="activity_content" readonly="1"/>
@@ -70,20 +83,20 @@
         <field name="name">freshservice.ticket.stage.log.search</field>
         <field name="model">freshservice.ticket.stage.log</field>
         <field name="arch" type="xml">
-            <search string="Cari Log Aktivitas">
+            <search string="Search Activity Logs">
                 <field name="ticket_id"/>
                 <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'])]"/>
-                <filter name="filter_active" string="Sedang Berjalan (Aktif)" domain="[('is_active', '=', True)]"/>
+                <filter name="filter_sla_paused" string="All SLA Paused" domain="[('responsibility', 'in', ['on_hold','third_party','internal_discussion','scheduled_meeting','external_activity'])]"/>
+                <filter name="filter_active" string="In Progress (Active)" domain="[('is_active', '=', True)]"/>
                 <separator/>
                 <group>
                     <filter name="group_by_ticket" string="Tiket" context="{'group_by': 'ticket_id'}"/>

gmn_freshservice/views/gmn_freshservice_ticket_views_v01.xml

@@ -9,32 +9,21 @@
                 <header>
                     <button name="action_sync_from_freshservice" 
                             type="object" 
-                            string="Tarik Data Freshservice" 
+                            string="Sync Freshservice Data" 
                             class="btn-primary" 
                             icon="fa-refresh"/>
                     <button name="action_open_bottleneck_wizard" 
                             type="object" 
-                            string="Laporan Bottleneck (Excel)" 
+                            string="Bottleneck Report (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"/>
+                        <label for="name" string="Ticket Subject / Issue"/>
                         <h1>
                             <field name="name" placeholder="Contoh: SAP Client error di finance..."/>
                         </h1>
@@ -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"/>
@@ -180,7 +180,7 @@
         <field name="name">freshservice.ticket.tree</field>
         <field name="model">freshservice.ticket</field>
         <field name="arch" type="xml">
-            <list string="Daftar Tiket Freshservice"
+            <list string="Freshservice Tickets"
                   decoration-danger="current_responsibility == 'internal'"
                   decoration-warning="current_responsibility == 'customer'"
                   decoration-muted="status in ('resolved', 'closed')">
@@ -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"/>
@@ -297,17 +299,17 @@
                 <filter name="filter_unassigned" string="Belum Ditugaskan" domain="[('user_id', '=', False)]"/>
                 <separator/>
                 <filter name="filter_waiting_us" string="Waiting on Us (Internal)" domain="[('current_responsibility', '=', 'internal')]"/>
-                <filter name="filter_waiting_user" string="Waiting on Customer (User)" domain="[('current_responsibility', '=', 'customer')]"/>
+                <filter name="filter_waiting_user" string="Waiting on Requester (User)" domain="[('current_responsibility', '=', 'customer')]"/>
                 <separator/>
-                <filter name="filter_open_progress" string="Tiket Aktif (Belum Selesai)" domain="[('status', 'in', ['open', 'pending'])]"/>
-                <filter name="filter_resolved" string="Selesai (Resolved/Closed)" domain="[('status', 'in', ['resolved', 'closed'])]"/>
+                <filter name="filter_open_progress" string="Active Tickets (Not Completed)" domain="[('status', 'in', ['open', 'pending'])]"/>
+                <filter name="filter_resolved" string="Completed (Resolved/Closed)" domain="[('status', 'in', ['resolved', 'closed'])]"/>
                 <separator/>
                 <filter name="filter_mock" string="Data Mock" domain="[('is_mock_data', '=', True)]"/>
                 <filter name="filter_live" string="Data Live API" domain="[('is_mock_data', '=', False)]"/>
                 <group>
                     <filter name="group_by_status" string="Status" context="{'group_by': 'status'}"/>
                     <filter name="group_by_responsibility" string="Tanggung Jawab" context="{'group_by': 'current_responsibility'}"/>
-                    <filter name="group_by_responder" string="Agen (IT)" context="{'group_by': 'responder_name'}"/>
+                    <filter name="group_by_responder" string="Agent (IT)" context="{'group_by': 'responder_name'}"/>
                     <filter name="group_by_requester" string="Pemohon (User)" context="{'group_by': 'requester_name'}"/>
                 </group>
             </search>

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>

gmn_freshservice/wizard/gmn_freshservice_ticket_bottleneck_wizard_v01.py

@@ -43,6 +43,11 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
 
     date_from = fields.Date(string='Dari Tanggal Dibuat')
     date_to = fields.Date(string='Sampai Tanggal Dibuat')
+    as_of = fields.Datetime(
+        string='Cut-off As-Of (UTC)',
+        help='Jika diisi, semua durasi stage log dipotong sampai timestamp ini. '
+             'Timestamp laporan ditampilkan dalam WIB (UTC+7).',
+    )
     
     status_filter = fields.Selection([
         ('all', 'Semua Status'),
@@ -80,6 +85,24 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
         clean = re.sub(r'\s+', ' ', clean).strip()
         return clean
 
+    def _effective_responsibility(self, log):
+        """Return the reviewed classification when present, otherwise the automatic one."""
+        return log.override_responsibility or log.responsibility
+
+    def _clipped_stage_interval(self, log, report_as_of):
+        """Return the reportable (start, end) interval, clipped at the report cut-off."""
+        start = log.start_date
+        if not start:
+            return False, False
+        if report_as_of and start >= report_as_of:
+            return False, False
+        end = log.end_date or report_as_of
+        if report_as_of and (not end or end > report_as_of):
+            end = report_as_of
+        if not end or end <= start:
+            return False, False
+        return start, end
+
     def _ensure_ticket_details(self, ticket):
         """Selalu sync ulang detail tiket dari Freshservice setiap kali export."""
         if self.auto_sync_detail:
@@ -207,6 +230,11 @@ 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 +283,15 @@ 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 +339,8 @@ 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')
@@ -324,7 +355,7 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
         ws1.set_column('I:I', 14)
 
         # Header Title
-        ws1.merge_range('B2:H2', f'LAPORAN ANALISIS TIKET #{t.external_ticket_id}', title_fmt)
+        ws1.merge_range('B2:H2', f'TICKET ANALYSIS REPORT #{t.external_ticket_id}', title_fmt)
         ws1.write(
             'B3',
             f'Dicetak: {datetime.now().strftime("%d-%m-%Y %H:%M:%S")} | Dicetak oleh: {self.env.user.name}',
@@ -332,11 +363,11 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
         )
 
         # Info Header Tiket
-        ws1.merge_range('B5:H5', 'Informasi Tiket', section_fmt)
+        ws1.merge_range('B5:H5', 'Ticket Information', section_fmt)
 
         ws1.write('B6', 'ID Freshservice', td_fmt)
         ws1.write('C6', f'#{t.external_ticket_id}', td_fmt)
-        ws1.write('D6', 'Status Saat Ini', td_fmt)
+        ws1.write('D6', 'Current Status', td_fmt)
         st_fmt = status_formats.get(t.status, td_center_fmt)
         ws1.write('E6', dict(t._fields['status'].selection).get(t.status, t.status or '-'), st_fmt)
 
@@ -348,14 +379,14 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
         ws1.write('D8', 'Departemen', td_fmt)
         ws1.write('E8', t.department_name or '-', td_fmt)
 
-        ws1.write('B9', 'Agen IT Penanggung Jawab', td_fmt)
+        ws1.write('B9', 'Agent IT Penanggung Jawab', td_fmt)
         ws1.write('C9', t.responder_name or '-', td_fmt)
         ws1.write('D9', 'Prioritas', td_fmt)
         ws1.write('E9', dict(t._fields['priority'].selection).get(t.priority, t.priority or '-'), td_fmt)
 
-        ws1.write('B10', 'Waktu Dibuat', td_fmt)
+        ws1.write('B10', 'Created At', td_fmt)
         ws1.write('C10', str(t.ticket_created_at or '-'), td_fmt)
-        ws1.write('D10', 'Waktu Selesai', td_fmt)
+        ws1.write('D10', 'Resolved At', td_fmt)
         ws1.write('E10', str(t.resolved_at or 'Masih Berjalan'), td_fmt)
 
         # KPI BOXES
@@ -404,292 +435,394 @@ 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', 'Agent Responsibility', kpi_internal_label)
+        ws1.write('E13', 'Requester Responsibility', kpi_customer_label)
+        ws1.write('F13', 'Scheduled Meeting', kpi_meeting_label)
+        ws1.write('G13', 'Third Party Responsibility', 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)
         wh_fr = compute_working_hours(self.env, t.ticket_created_at, t.first_responded_at) if (t.ticket_created_at and t.first_responded_at) else 0.0
         wh_res = compute_working_hours(self.env, t.ticket_created_at, t.resolved_at) if (t.ticket_created_at and t.resolved_at) else 0.0
 
-        report_as_of = fields.Datetime.now()
-        wh_it_direct = 0.0
-        wh_internal_hold = 0.0
-        wh_cust = 0.0
-        wh_meeting = 0.0
-        wh_vendor = 0.0
-        wh_other_paused = 0.0
-        wh_resolved_idle = 0.0
+        report_as_of = self.as_of or fields.Datetime.now()
+        wh_it_direct = wh_it_hold = wh_cust = wh_user_auto = 0.0
+        wh_needs_verif = wh_meeting = wh_vendor = wh_resolved_idle = 0.0
         stage_wh_map = {}
+        stage_resp_map = {}
         for s in t.stage_log_ids:
-            # Segmen aktif dihitung hingga satu timestamp cetak yang konsisten.
-            s_wh = compute_working_hours(self.env, s.start_date, s.end_date or report_as_of)
+            start, end = self._clipped_stage_interval(s, report_as_of)
+            if not start:
+                stage_wh_map[s.id] = 0.0
+                continue
+            s_wh = compute_working_hours(self.env, start, end)
+            resp = self._effective_responsibility(s)
             stage_wh_map[s.id] = s_wh
-            if s.responsibility == 'internal':
+            stage_resp_map[s.id] = resp
+            if resp == 'internal':
                 wh_it_direct += s_wh
-            elif s.responsibility in ('on_hold', 'internal_discussion'):
-                # Sesuai Aturan 9: On Hold & Internal Discussion murni internal adalah Beban IT
-                wh_internal_hold += s_wh
-            elif s.responsibility == 'customer':
+            elif resp in ('it_hold', 'on_hold', 'internal_discussion'):
+                wh_it_hold += s_wh
+            elif resp == 'customer':
                 wh_cust += s_wh
-            elif s.responsibility == 'scheduled_meeting':
+            elif resp == 'user_after_auto_resolve':
+                wh_user_auto += s_wh
+            elif resp == 'needs_verification':
+                wh_needs_verif += s_wh
+            elif resp == 'scheduled_meeting':
                 wh_meeting += s_wh
-            elif s.responsibility == 'third_party':
+            elif resp in ('third_party', 'external_activity'):
                 wh_vendor += s_wh
-            elif s.responsibility == 'external_activity':
-                wh_other_paused += s_wh
-            elif s.responsibility == 'resolved_idle':
+            elif resp == 'resolved_idle':
                 wh_resolved_idle += s_wh
 
-        wh_agent = wh_it_direct + wh_internal_hold
-        wh_paused = wh_meeting + wh_vendor + wh_other_paused
+        wh_agent = wh_it_direct + wh_it_hold
+        wh_requester = wh_cust + wh_user_auto + wh_needs_verif
         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('H14', 'Senin-Jumat, 08:30-17:30 WIB\nBreak 12:30-13:30 (8 Jam/Hari)\nDB UTC → +7 WIB', kpi_box_val)
+        ws1.write('D14', format_working_duration(wh_agent), kpi_internal_val)
+        ws1.write('E14', format_working_duration(wh_requester), 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', 'Monday-Friday, 08:30-17:30 WIB\nBreak 12:30-13:30 (8 hours/day)\nDB UTC → +7 WIB', kpi_box_val)
 
-        # REKAPITULASI BEBAN TANGGUNG JAWAB — harus identik dengan total Sheet 2.
-        ws1.merge_range('B16:I16', 'REKAPITULASI BEBAN TANGGUNG JAWAB & MATRIKS BOTTLENECK', section_fmt)
-        ws1.write('B17', 'Kategori Beban', th_fmt)
-        ws1.merge_range('C17:F17', 'Keterangan Operasional', th_fmt)
-        ws1.write('G17', 'Jam Kerja', th_fmt)
-        ws1.write('H17', 'Hari Kerja Efektif', th_fmt)
-        ws1.write('I17', '% Beban', th_fmt)
+        # RESPONSIBILITY RECAP — must match the Sheet 2 total.
+        ws1.merge_range('B16:I16', 'RESPONSIBILITY RECAP & BOTTLENECK MATRIX', section_fmt)
+        ws1.write('B17', 'Responsibility Bucket', th_fmt)
+        ws1.merge_range('C17:F17', 'Operational Description', th_fmt)
+        ws1.write('G17', 'Working Hours', th_fmt)
+        ws1.write('H17', 'Effective Workdays', th_fmt)
+        ws1.write('I17', '% of Load', th_fmt)
         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 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),
+            ('Agent Active Work', 'Direct Agent handling while the ticket is Open or In Progress.', wh_it_direct),
+            ('Agent Hold & Discussion', 'Hold or internal discussion that remains Agent responsibility.', wh_it_hold),
+            ('Waiting on Requester', 'Waiting for the requester to reply, confirm, or decide.', wh_cust),
+            ('Waiting on User After Auto-Resolve', 'Waiting for user action after a system auto-resolve workflow.', wh_user_auto),
+            ('Waiting on User Verification', 'An agent requested user confirmation while the ticket was on hold.', wh_needs_verif),
+            ('Scheduled Meeting (Shared)', 'Waiting for a meeting agreed by both parties.', wh_meeting),
+            ('Waiting on Third Party', 'Escalation or work performed by an external vendor or third party.', wh_vendor),
+            ('Resolved / Idle Time', 'Resolved or closed time without a further attributable action.', wh_resolved_idle),
         ]
-        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.
+        customer_recap_fmt = workbook.add_format({
+            'font_size': 9, 'font_name': 'Calibri', 'bg_color': '#FCF3CF',
+            'font_color': '#7D6608', 'border': 1, 'border_color': '#F9E79F',
+            'align': 'left', 'valign': 'vcenter'
+        })
+        customer_recap_number_fmt = workbook.add_format({
+            'font_size': 9, 'font_name': 'Calibri', 'bg_color': '#FCF3CF',
+            'font_color': '#7D6608', 'border': 1, 'border_color': '#F9E79F',
+            'align': 'center', 'valign': 'vcenter', 'num_format': '0.00'
+        })
+        customer_recap_pct_fmt = workbook.add_format({
+            'font_size': 9, 'font_name': 'Calibri', 'bg_color': '#FCF3CF',
+            'font_color': '#7D6608', 'border': 1, 'border_color': '#F9E79F',
+            'align': 'center', 'valign': 'vcenter', 'num_format': '0.00%'
+        })
+        for recap_row, (label, description, hours) in enumerate(recap_rows, start=17):
+            is_customer = label.startswith('Waiting on Requester') or label.startswith('Waiting on User')
+            label_fmt = (
+                bn_badge_fmt if label.startswith('Agent ') else
+                customer_recap_number_fmt if is_customer else
+                scheduled_meeting_fmt if label.startswith('Scheduled') 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)
-            ws1.write(recap_row, 7, round(hours / 8.0, 2), td_dec_fmt)
-            ws1.write(recap_row, 8, (hours / wh_total) if wh_total else 0.0, td_pct_fmt)
+            excel_row = recap_row + 1
+            ws1.write_number(recap_row, 6, round(hours, 2), td_dec_fmt)
+            ws1.write_number(recap_row, 7, round(hours / 8.0, 2), td_dec_fmt)
+            ws1.write_formula(recap_row, 8, f'=IF($G$26=0,0,G{excel_row}/$G$26)', td_pct_fmt)
+
+        # Grand total: Excel formula rather than a static number.
+        ws1.write(25, 1, 'Grand Total Ticket Lifetime', section_fmt)
+        ws1.merge_range(25, 2, 25, 5, 'Total across all eight responsibility buckets.', section_fmt)
+        ws1.write_formula(25, 6, '=SUM(G18:G25)', td_dec_fmt)
+        ws1.write_formula(25, 7, '=SUM(H18:H25)', td_dec_fmt)
+        ws1.write_formula(25, 8, '=SUM(I18:I25)', td_pct_fmt)
+
+        # Conservative IT workload range: the maximum includes pending user verification.
+        ws1.write('B27', 'Estimated Agent Workload Range', section_fmt)
+        ws1.write('C27', 'Minimum (Agent Active Work + Agent Hold)', td_fmt)
+        ws1.write_formula('D27', '=G18+G19', td_dec_fmt)
+        ws1.write('E27', 'Maximum (+ User Verification)', td_fmt)
+        ws1.write_formula('F27', '=D27+G22', td_dec_fmt)
+
+        # Aggregate ranking by the party responsible for the next action.
+        ws1.merge_range('B29:E29', 'AGGREGATE BOTTLENECK RANKING BY PARTY', section_fmt)
+        aggregate_rows = [
+            ('Agent', wh_it_direct + wh_it_hold, 'Active work and internal hold.'),
+            ('Requester', wh_cust + wh_user_auto + wh_needs_verif, 'Waiting on requester, auto-resolve & user verification.'),
+            ('Shared', wh_meeting, 'Waiting for a scheduled meeting.'),
+            ('Third Party', wh_vendor, 'Vendor or external party.')
+        ]
+        if wh_resolved_idle > 0:
+            aggregate_rows.append(('Resolved / Idle', wh_resolved_idle, 'Resolved or closed idle time.'))
+        for col_idx, header in enumerate(['Party', 'Working Hours', 'Workdays', '% of Load'], start=1):
+            ws1.write(29, col_idx, header, th_fmt)
+        for aggregate_row, (party, hours, note) in enumerate(aggregate_rows, start=30):
+            ws1.write(aggregate_row, 1, party, td_fmt)
+            ws1.write_number(aggregate_row, 2, round(hours, 2), td_dec_fmt)
+            ws1.write_number(aggregate_row, 3, round(hours / 8.0, 2), td_dec_fmt)
+            ws1.write_formula(aggregate_row, 4, f'=IF($G$26=0,0,C{aggregate_row + 1}/$G$26)', 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)
-
-        headers_bn = ['Rank', 'Tahapan / Status', 'Tanggung Jawab', 'Pengguna', 'Hari Kerja Efektif', 'Jam Kerja', '% Kontribusi', 'Status']
+        ws1.merge_range('B36:I36', 'BOTTLENECK RANKING BY STAGE (Longest First)', section_fmt)
+        headers_bn = ['Rank', 'Stage / Status', 'Responsibility', 'Actor', 'Effective Workdays', 'Working Hours', '% Contribution', 'Status']
         for col_idx, h in enumerate(headers_bn, start=1):
-            ws1.write(29, col_idx, h, th_fmt)
+            ws1.write(36, 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
-        primary_bn_text = "Tidak terdeteksi delay signifikan."
-        primary_bn_actor = "-"
-        primary_bn_stage = "-"
-        primary_bn_days = 0
-
+        row = 37
         for rank_idx, stage in enumerate(sorted_stages, start=1):
             stage_wh = stage_wh_map.get(stage.id, 0.0)
             stage_wd_eff = round(stage_wh / 8.0, 2)
-            pct = (stage_wh / total_wh_ticket) if total_wh_ticket else 0.0
-            if stage.responsibility == 'internal':
-                resp_label = 'Waiting on Us (Internal)'
+            resp = stage_resp_map.get(stage.id, self._effective_responsibility(stage))
+            if resp == 'internal':
+                resp_label = 'Agent Active Work'
                 resp_fmt = bn_badge_fmt
-            elif stage.responsibility == 'customer':
-                resp_label = 'Waiting on User (Requester)'
+            elif resp in ('it_hold', 'on_hold', 'internal_discussion'):
+                resp_label = 'Agent Hold & Discussion'
+                resp_fmt = bn_badge_fmt
+            elif resp == 'customer':
+                resp_label = 'Waiting on Requester'
                 resp_fmt = normal_badge_fmt
-            elif stage.responsibility == 'on_hold':
-                resp_label = 'On Hold (Internal Hold / Waiting on Us)'
-                resp_fmt = bn_badge_fmt
-            elif stage.responsibility == 'third_party':
-                resp_label = 'Waiting on Third Party (SLA is Paused)'
-                resp_fmt = sla_paused_fmt or td_center_fmt
-            elif stage.responsibility == 'internal_discussion':
-                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
-            elif stage.responsibility == 'external_activity':
-                resp_label = 'External Activity (SLA is Paused)'
+            elif resp == 'user_after_auto_resolve':
+                resp_label = 'Waiting on User After Auto-Resolve'
+                resp_fmt = normal_badge_fmt
+            elif resp == 'needs_verification':
+                resp_label = 'Waiting on User Verification'
+                resp_fmt = normal_badge_fmt
+            elif resp == 'scheduled_meeting':
+                resp_label = 'Scheduled Meeting (Shared)'
+                resp_fmt = scheduled_meeting_fmt
+            elif resp in ('third_party', 'external_activity'):
+                resp_label = 'Waiting on Third Party'
                 resp_fmt = sla_paused_fmt or td_center_fmt
+            elif resp == 'resolved_idle':
+                resp_label = 'Resolved / Idle Time'
+                resp_fmt = td_center_fmt
             else:
-                resp_label = 'Resolved (Ticket Closed/Idle)'
-                resp_fmt = sla_paused_fmt or td_center_fmt
+                resp_label = 'Waiting on Requester'
+                resp_fmt = normal_badge_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)
+            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)
-            ws1.write(row, 5, stage_wd_eff, td_dec_fmt)
-            ws1.write(row, 6, stage_wh, td_dec_fmt)
-            ws1.write(row, 7, pct, td_pct_fmt)
-            ws1.write(row, 8, 'Sedang Berjalan' if stage.is_active else 'Selesai', td_center_fmt)
+            ws1.write_number(row, 5, stage_wd_eff, td_dec_fmt)
+            ws1.write_number(row, 6, round(stage_wh, 2), td_dec_fmt)
+            ws1.write_formula(row, 7, f'=IF($G$26=0,0,G{row + 1}/$G$26)', td_pct_fmt)
+            ws1.write(row, 8, 'In Progress' if stage.is_active else 'Completed', td_center_fmt)
             row += 1
 
-        # KESIMPULAN HIGHLIGHT BOX
-        row += 1
-        # ws1.merge_range(row, 1, row, 8, 'KESIMPULAN BOTTLENECK UNTUK BAHAN MEETING', section_fmt)
-        row += 1
-        # highlight_fmt = workbook.add_format({
-        #     'bold': True, 'font_size': 10, 'font_name': 'Calibri',
-        #     'bg_color': '#FDEDEC', 'font_color': '#78281F', 'border': 1, 'border_color': '#E6B0AA'
-        # })
-        # ws1.merge_range(row, 1, row + 1, 8, primary_bn_text, highlight_fmt)
-
-        # SHEET 2: KRONOLOGI AUDIT TRAIL
-        ws2 = workbook.add_worksheet('Audit Trail & Kronologi')
-        ws2.set_column('A:A', 5)
+        # SHEET 2: AUDIT TRAIL & CHRONOLOGY
+        ws2 = workbook.add_worksheet('Audit Trail & Chronology')
+        ws2.set_column('A:A', 4)
         ws2.set_column('B:B', 6)
-        ws2.set_column('C:C', 22)
-        ws2.set_column('D:D', 22)
-        ws2.set_column('E:E', 22)
-        ws2.set_column('F:F', 26)
-        ws2.set_column('G:G', 16)
-        ws2.set_column('H:H', 22)
-        ws2.set_column('I:I', 18)
-        ws2.set_column('J:J', 18)
-        ws2.set_column('K:K', 35)
-        ws2.set_column('L:L', 55)
+        ws2.set_column('C:D', 18)
+        ws2.set_column('E:F', 24)
+        ws2.set_column('G:G', 28)
+        ws2.set_column('H:H', 14)
+        ws2.set_column('I:I', 20)
+        ws2.set_column('J:K', 16)
+        ws2.set_column('L:L', 20)
+        ws2.set_column('M:M', 32)
+        ws2.set_column('N:N', 16)
+        ws2.set_column('O:O', 35)
+        ws2.set_column('P:P', 55)
 
-        ws2.merge_range('B2:L2', f'KRONOLOGI LENGKAP AUDIT TRAIL TIKET #{t.external_ticket_id}', title_fmt)
+        ws2.merge_range('B2:P2', f'FULL AUDIT TRAIL CHRONOLOGY — TICKET #{t.external_ticket_id}', title_fmt)
         headers_ws2 = [
-            'No', 'Waktu Mulai (WIB)', 'Waktu Selesai (WIB)', 'Stage / Status',
-            'Tanggung Jawab', 'Tipe Pengguna', 'Nama Pengguna',
-            'Hari Kerja Efektif', 'Jam Kerja',
-            'Keterangan Aktivitas', 'Isi Balasan / Pesan'
+            'No', 'Start Time (WIB)', 'End Time (WIB)', 'Stage / Status',
+            'Effective Status', 'Task Owner', 'Actor Type', 'Actor Name',
+            'Effective Workdays', 'Working Hours', 'Delay Cause',
+            'Classification Basis', 'User Verification Required',
+            'Activity Details', 'Reply / Message Content'
         ]
         for col_idx, h in enumerate(headers_ws2, start=1):
             ws2.write(3, col_idx, h, th_fmt)
 
+        from datetime import timedelta as _td
+        def _to_wib_str(dt):
+            if not dt:
+                return 'Active'
+            try:
+                return (dt + _td(hours=7)).strftime('%Y-%m-%d %H:%M')
+            except Exception:
+                return str(dt)
+
         row2 = 4
         for idx2, log in enumerate(t.stage_log_ids.sorted('start_date'), start=1):
-            if log.responsibility == 'internal':
-                resp_label = 'Waiting on Us (Internal)'
-            elif log.responsibility == 'customer':
-                resp_label = 'Waiting on User (Customer)'
-            elif log.responsibility == 'on_hold':
-                resp_label = 'On Hold (Internal Hold / Waiting on Us)'
-            elif log.responsibility == 'third_party':
-                resp_label = 'Waiting on Third Party (SLA is Paused)'
-            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)'
-            elif log.responsibility == 'external_activity':
-                resp_label = 'External Activity (SLA is Paused)'
+            resp = stage_resp_map.get(log.id, self._effective_responsibility(log))
+            if resp == 'internal':
+                resp_label = 'Agent Active Work'
+                resp_fmt = bn_badge_fmt
+            elif resp in ('it_hold', 'on_hold', 'internal_discussion'):
+                resp_label = 'Agent Hold & Discussion'
+                resp_fmt = bn_badge_fmt
+            elif resp == 'customer':
+                resp_label = 'Waiting on Requester'
+                resp_fmt = normal_badge_fmt
+            elif resp == 'user_after_auto_resolve':
+                resp_label = 'Waiting on User After Auto-Resolve'
+                resp_fmt = normal_badge_fmt
+            elif resp == 'needs_verification':
+                resp_label = 'Waiting on User Verification'
+                resp_fmt = normal_badge_fmt
+            elif resp == 'scheduled_meeting':
+                resp_label = 'Scheduled Meeting (Shared)'
+                resp_fmt = scheduled_meeting_fmt
+            elif resp in ('third_party', 'external_activity'):
+                resp_label = 'Waiting on Third Party'
+                resp_fmt = sla_paused_fmt or td_center_fmt
+            elif resp == 'resolved_idle':
+                resp_label = 'Resolved / Idle Time'
+                resp_fmt = td_center_fmt
             else:
-                resp_label = 'Resolved (Ticket Closed/Idle)'
+                resp_label = 'Waiting on Requester'
+                resp_fmt = normal_badge_fmt
+
             msg_body = self._get_stage_conversation_body(log, t)
             raw_act_main = log.activity_content or ''
             if 'Isi Pesan:' in raw_act_main:
                 raw_act_main = raw_act_main.split('Isi Pesan:')[0].strip()
 
-            calc_days = compute_calendar_days(self.env, log.start_date, log.end_date or report_as_of)
-            wh = compute_working_hours(self.env, log.start_date, log.end_date or report_as_of)
+            wh = stage_wh_map.get(log.id, 0.0)
             wd_eff = round(wh / 8.0, 2)
-
-            # Tampilkan waktu dalam WIB (UTC+7) untuk kemudahan baca
-            from datetime import timedelta as _td
-            def _to_wib_str(dt):
-                if not dt:
-                    return 'Aktif'
-                try:
-                    return (dt + _td(hours=7)).strftime('%Y-%m-%d %H:%M')
-                except Exception:
-                    return str(dt)
+            cause_label = dict(log._fields['delay_cause'].selection).get(log.delay_cause, log.delay_cause or 'None')
+            verif_str = 'Yes' if (log.needs_verification or resp == 'needs_verification') else 'No'
 
             ws2.write(row2, 1, idx2, td_center_fmt)
             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)))
-            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)
-            ws2.write(row2, 9, wh, td_dec_fmt)
-            ws2.write(row2, 10, self._strip_html(raw_act_main) or '-', td_fmt)
-            ws2.write(row2, 11, msg_body or '-', td_wrap_fmt if msg_body else td_center_fmt)
+            ws2.write(row2, 5, log.effective_status or log.stage_name or '-', td_fmt)
+            ws2.write(row2, 6, resp_label, resp_fmt)
+            ws2.write(row2, 7, log.actor_type or '-', td_center_fmt)
+            ws2.write(row2, 8, log.actor_name or '-', td_fmt)
+            ws2.write_number(row2, 9, wd_eff, td_dec_fmt)
+            ws2.write_number(row2, 10, round(wh, 2), td_dec_fmt)
+            ws2.write(row2, 11, cause_label, td_center_fmt)
+            ws2.write(row2, 12, log.classification_basis or '-', td_fmt)
+            ws2.write(row2, 13, verif_str, td_center_fmt)
+            ws2.write(row2, 14, self._strip_html(raw_act_main) or '-', td_fmt)
+            ws2.write(row2, 15, msg_body or '-', td_wrap_fmt if msg_body else td_center_fmt)
             row2 += 1
 
-        # Grand total menggunakan sumber data yang sama dengan Sheet 1 (stage_wh_map).
-        ws2.merge_range(row2, 1, row2, 7, 'GRAND TOTAL UMUR TIKET', section_fmt)
-        ws2.write(row2, 8, round(wh_total / 8.0, 2), td_dec_fmt)
-        ws2.write(row2, 9, wh_total, td_dec_fmt)
-        ws2.merge_range(row2, 10, row2, 11, 'Sama dengan Sheet 1: seluruh stage log termasuk SLA Paused dan Resolved / Idle.', td_fmt)
+        # Grand total using Excel formulas
+        ws2.merge_range(row2, 1, row2, 8, 'GRAND TOTAL TICKET LIFETIME', section_fmt)
+        ws2.write_formula(row2, 9, f'=SUM(J5:J{row2})', td_dec_fmt)
+        ws2.write_formula(row2, 10, f'=SUM(K5:K{row2})', td_dec_fmt)
+        ws2.merge_range(row2, 11, row2, 15, 'Matches Sheet 1: all stage logs calculated using effective business hours.', td_fmt)
 
-        # SHEET 3: RIWAYAT PERCAKAPAN
-        ws3 = workbook.add_worksheet('Percakapan & Respon')
+        # SHEET 3: CONVERSATIONS & NOTES
+        ws3 = workbook.add_worksheet('Conversations & Notes')
         ws3.set_column('A:A', 5)
         ws3.set_column('B:B', 8)
-        ws3.set_column('C:C', 18)
+        ws3.set_column('C:C', 20)
         ws3.set_column('D:D', 22)
         ws3.set_column('E:E', 24)
         ws3.set_column('F:F', 55)
 
-        ws3.merge_range('B2:F2', f'RIWAYAT PERCAKAPAN & CATATAN TIKET #{t.external_ticket_id}', title_fmt)
-        headers_ws3 = ['No', 'Waktu Dibuat', 'Tipe Pengirim', 'Pengirim', 'Isi Pesan']
+        ws3.merge_range('B2:F2', f'CONVERSATION HISTORY & TICKET NOTES #{t.external_ticket_id}', title_fmt)
+        headers_ws3 = ['No', 'Created Time (WIB)', 'Sender Type', 'Sender Name', 'Message Content']
         for col_idx, h in enumerate(headers_ws3, start=1):
             ws3.write(3, col_idx, h, th_fmt)
 
         row3 = 4
         for idx3, conv in enumerate(t.conversation_ids.sorted('created_at'), start=1):
-            sender_type_label = 'User (Requester)' if (conv.sender_type == 'customer' or conv.incoming) else 'Agent'
+            sender_type_label = 'Requester (User)' if (conv.sender_type == 'customer' or conv.incoming) else 'Agent (IT)'
+            conv_wib_str = _to_wib_str(conv.created_at)
             ws3.write(row3, 1, idx3, td_center_fmt)
-            ws3.write(row3, 2, str(conv.created_at or '-'), td_center_fmt)
+            ws3.write(row3, 2, conv_wib_str, td_center_fmt)
             ws3.write(row3, 3, sender_type_label, normal_badge_fmt if conv.incoming else bn_badge_fmt)
             ws3.write(row3, 4, conv.user_name or '-', td_fmt)
             ws3.write(row3, 5, self._strip_html(conv.body_text) or '-', td_fmt)
             row3 += 1
 
-        # Siapkan Ringkasan HTML untuk tampilan di Pop-up Wizard
+        # HTML summary for wizard pop-up dialog
         html_out = f"""
         <div class="alert alert-info border shadow-sm">
-            <h4 class="alert-heading fw-bold mb-2">📊 Hasil Analisis Bottleneck Tiket #{t.external_ticket_id}</h4>
-            <p class="mb-1"><strong>Subjek:</strong> {t.name or '-'}</p>
-            <p class="mb-2"><strong>Pemohon:</strong> {t.requester_name or '-'} | <strong>Departemen:</strong> {t.department_name or '-'} | <strong>Agen IT:</strong> {t.responder_name or '-'}</p>
+            <h4 class="alert-heading fw-bold mb-2">📊 Ticket Bottleneck Analysis #{t.external_ticket_id}</h4>
+            <p class="mb-1"><strong>Subject:</strong> {t.name or '-'}</p>
+            <p class="mb-2"><strong>Requester:</strong> {t.requester_name or '-'} | <strong>Department:</strong> {t.department_name or '-'} | <strong>Agent Agent:</strong> {t.responder_name or '-'}</p>
             <hr class="my-2"/>
             <div class="row text-center mb-3">
                 <div class="col-md-3">
                     <div class="bg-light p-2 rounded border">
-                        <small class="text-muted d-block">TOTAL WAKTU</small>
-                        <strong class="text-dark fs-5">{t.resolution_time_days} Hari</strong>
+                        <small class="text-muted d-block">TOTAL DURATION</small>
+                        <strong class="text-dark fs-5">{t.resolution_time_days} Days</strong>
                     </div>
                 </div>
                 <div class="col-md-3">
                     <div class="bg-light p-2 rounded border border-danger">
-                        <small class="text-danger d-block fw-bold">WAITING ON US (IT)</small>
-                        <strong class="text-danger fs-5">{t.total_agent_time_days} Hari</strong>
+                        <small class="text-danger d-block fw-bold">AGENT RESPONSIBILITY</small>
+                        <strong class="text-danger fs-5">{t.total_agent_time_days} Days</strong>
                     </div>
                 </div>
                 <div class="col-md-3">
                     <div class="bg-light p-2 rounded border border-warning">
-                        <small class="text-warning d-block fw-bold">WAITING ON USER</small>
-                        <strong class="text-warning fs-5">{t.total_customer_time_days} Hari</strong>
+                        <small class="text-warning d-block fw-bold">REQUESTER RESPONSIBILITY</small>
+                        <strong class="text-warning fs-5">{t.total_customer_time_days} Days</strong>
                     </div>
                 </div>
                 <div class="col-md-3">
                     <div class="bg-light p-2 rounded border border-primary">
                         <small class="text-primary d-block fw-bold">FIRST RESPONSE</small>
-                        <strong class="text-primary fs-5">{t.first_response_time_days} Hari</strong>
+                        <strong class="text-primary fs-5">{t.first_response_time_days} Days</strong>
                     </div>
                 </div>
             </div>
             
         </div>
         """
+        return html_out
         # <div class="alert alert-danger mb-0">
         #                 <strong>🚨 Temuan Bottleneck Utama:</strong><br/>
         #                 {primary_bn_text}
@@ -699,10 +832,12 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
     def _build_ranking_sheets(
         self, 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=None
+        bn_badge_fmt, normal_badge_fmt, kpi_box_label, kpi_box_val, status_formats,
+        sla_paused_fmt=None, scheduled_meeting_fmt=None
     ):
         """Membuat sheet ranking bottleneck untuk multi-tiket (bahan meeting evaluasi tim)."""
-        ws = workbook.add_worksheet('Ranking Bottleneck Tiket')
+        scheduled_meeting_fmt = scheduled_meeting_fmt or sla_paused_fmt or td_center_fmt
+        ws = workbook.add_worksheet('Ticket Bottleneck Ranking')
         ws.set_column('A:A', 5)
         ws.set_column('B:B', 8)
         ws.set_column('C:C', 14)
@@ -721,20 +856,20 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
         ws.set_column('P:P', 16)
         ws.set_column('Q:Q', 16)
 
-        ws.merge_range('B2:Q2', 'LAPORAN RANKING BOTTLENECK & EVALUASI SLA TIKET (BAHAN MEETING)', title_fmt)
+        ws.merge_range('B2:Q2', 'BOTTLENECK RANKING & SLA EVALUATION REPORT', title_fmt)
         ws.write(
             'B3',
-            f'Dicetak: {datetime.now().strftime("%d-%m-%Y %H:%M:%S")} | Dicetak oleh: {self.env.user.name}',
+            f'Printed: {datetime.now().strftime("%d-%m-%Y %H:%M:%S")} | Printed by: {self.env.user.name}',
             subtitle_fmt
         )
 
         headers = [
-            'Rank', 'ID Freshservice', 'Judul Tiket', 'Pemohon (User)', 'Departemen', 'Agen IT',
+            'Rank', 'Freshservice ID', 'Ticket Subject', 'Requester (User)', 'Department', 'Agent Agent',
             'Status',
-            'Total Hari Kalender', 'Total Jam Kerja (08:30-17:30)', 'Total Hari Kerja Efektif',
-            'Waktu IT (Hari Kalender)', 'Waktu IT (Jam Kerja)',
-            'Waktu User (Hari Kalender)', 'Waktu User (Jam Kerja)',
-            'Bottleneck Utama (Stage)', 'Durasi Bottleneck (Hari Kalender)', 'Durasi Bottleneck (Jam Kerja)'
+            'Total Calendar Days', 'Total Working Hours (08:30-17:30)', 'Total Effective Workdays',
+            'Agent Time (Calendar Days)', 'Agent Time (Working Hours)',
+            'User Time (Calendar Days)', 'User Time (Working Hours)',
+            'Primary Bottleneck (Stage)', 'Bottleneck Duration (Calendar Days)', 'Bottleneck Duration (Working Hours)'
         ]
         for col_idx, h in enumerate(headers, start=1):
             ws.write(4, col_idx, h, th_fmt)
@@ -753,7 +888,7 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
             top_wh = 0.0
             if top_stage:
                 top_stage_name = top_stage[0].stage_name or '-'
-                top_resp = 'Internal (IT)' if top_stage[0].responsibility == 'internal' else 'Customer (User)'
+                top_resp = 'Agent Active Work' if top_stage[0].responsibility == 'internal' else 'Waiting on Requester'
                 top_days = top_stage[0].duration_days
                 top_wh = compute_working_hours(self.env, top_stage[0].start_date, top_stage[0].end_date)
 
@@ -763,16 +898,16 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
             t_wh_cust = 0.0
             for s in t.stage_log_ids:
                 s_wh = compute_working_hours(self.env, s.start_date, s.end_date)
-                if s.responsibility == 'internal':
+                resp = s.override_responsibility or s.responsibility
+                if resp in ('internal', 'it_hold', 'on_hold', 'internal_discussion'):
                     t_wh_agent += s_wh
-                elif s.responsibility == 'customer':
+                elif resp in ('customer', 'user_after_auto_resolve', 'needs_verification'):
                     t_wh_cust += s_wh
-                # on_hold: SLA paused, tidak dihitung di IT maupun User
 
             t_wd_eff = round(t_wh_total / 8.0, 2)
 
             if rank_idx <= 5:
-                slowest_tickets.append(f"#{t.external_ticket_id} ({t.name[:25]}... - {t.resolution_time_days} Hari / {t_wh_total:.1f} Jam Kerja)")
+                slowest_tickets.append(f"#{t.external_ticket_id} ({t.name[:25]}... - {t.resolution_time_days} Days / {t_wh_total:.1f} Working Hours)")
 
             ws.write(row, 1, f"#{rank_idx}", bn_badge_fmt if rank_idx <= 3 else td_center_fmt)
             ws.write(row, 2, f"#{t.external_ticket_id}", td_center_fmt)
@@ -795,7 +930,7 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
             row += 1
 
         # SHEET 2: DETAIL STAGE LOG SEMUA TIKET
-        ws2 = workbook.add_worksheet('Detail Stage Log Semua Tiket')
+        ws2 = workbook.add_worksheet('All Tickets Stage Logs')
         ws2.set_column('A:A', 5)
         ws2.set_column('B:B', 14)
         ws2.set_column('C:C', 22)
@@ -810,13 +945,13 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
         ws2.set_column('L:L', 32)
         ws2.set_column('M:M', 50)
 
-        ws2.merge_range('B2:M2', 'RINCIAN SELURUH TRANSISI STAGE & DURASI TIKET', title_fmt)
+        ws2.merge_range('B2:M2', 'ALL TICKET STAGE TRANSITIONS & DURATIONS', title_fmt)
         headers2 = [
-            'ID Tiket', 'Waktu Mulai (WIB)', 'Waktu Selesai (WIB)', 'Stage / Status',
-            'Tanggung Jawab', 'Pengguna',
-            'Hari Kalender', 'Jam Kalender',
-            'Jam Kerja (08:30-17:30)', 'Hari Kerja Efektif',
-            'Keterangan Aktivitas', 'Isi Balasan / Pesan'
+            'Ticket ID', 'Start Time (WIB)', 'End Time (WIB)', 'Stage / Status',
+            'Responsibility', 'Actor',
+            'Calendar Days', 'Calendar Hours',
+            'Working Hours (08:30-17:30)', 'Effective Workdays',
+            'Activity Details', 'Reply / Message Content'
         ]
         for col_idx, h in enumerate(headers2, start=1):
             ws2.write(3, col_idx, h, th_fmt)
@@ -825,15 +960,23 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
         for t in sorted_tickets:
             for log in t.stage_log_ids.sorted('start_date'):
                 if log.responsibility == 'internal':
-                    resp_label = 'Internal (Waiting on Us)'
+                    resp_label = 'Agent Active Work'
                 elif log.responsibility == 'customer':
-                    resp_label = 'Customer (Waiting on User)'
-                elif log.responsibility == 'on_hold':
-                    resp_label = 'On Hold (SLA is Paused)'
+                    resp_label = 'Waiting on Requester'
+                elif log.responsibility in ('on_hold', 'it_hold', 'internal_discussion'):
+                    resp_label = 'Agent Hold & Discussion'
                 elif log.responsibility == 'third_party':
-                    resp_label = 'Waiting on Third Party (SLA is Paused)'
+                    resp_label = 'Waiting on Third Party'
+                elif log.responsibility == 'scheduled_meeting':
+                    resp_label = 'Scheduled Meeting (Shared)'
+                elif log.responsibility == 'user_after_auto_resolve':
+                    resp_label = 'Waiting on User After Auto-Resolve'
+                elif log.responsibility == 'needs_verification':
+                    resp_label = 'Waiting on User Verification'
+                elif log.responsibility == 'resolved_idle':
+                    resp_label = 'Resolved / Idle Time'
                 else:
-                    resp_label = 'Waiting on Internal Discussion (SLA is Paused)'
+                    resp_label = 'Waiting on Requester'
                 msg_body = self._get_stage_conversation_body(log, t)
                 raw_act_main = log.activity_content or ''
                 if 'Isi Pesan:' in raw_act_main:
@@ -846,7 +989,7 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
                 from datetime import timedelta as _td2
                 def _wib(dt):
                     if not dt:
-                        return 'Aktif'
+                        return 'Active'
                     try:
                         return (dt + _td2(hours=7)).strftime('%Y-%m-%d %H:%M')
                     except Exception:
@@ -856,7 +999,8 @@ 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', 'it_hold', 'internal_discussion') else (normal_badge_fmt if log.responsibility in ('customer', 'user_after_auto_resolve', 'needs_verification') else (scheduled_meeting_fmt if log.responsibility == 'scheduled_meeting' and scheduled_meeting_fmt else (sla_paused_fmt or td_center_fmt)))
+                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)
@@ -869,15 +1013,16 @@ class FreshserviceTicketBottleneckWizard(models.TransientModel):
         avg_days = sum(sorted_tickets.mapped('resolution_time_days')) / max(1, len(sorted_tickets))
         html_out = f"""
         <div class="alert alert-info border shadow-sm">
-            <h4 class="alert-heading fw-bold mb-2">📋 Laporan Ranking Bottleneck Multi-Tiket Berhasil Dibuat</h4>
-            <p class="mb-1">Total Tiket yang Dievaluasi: <strong>{len(sorted_tickets)} Tiket</strong></p>
-            <p class="mb-2">Rata-rata Waktu Penyelesaian: <strong>{avg_days:.1f} Hari Kalender</strong></p>
+            <h4 class="alert-heading fw-bold mb-2">📋 Multi-Ticket Bottleneck Ranking Report Generated</h4>
+            <p class="mb-1">Total Evaluated Tickets: <strong>{len(sorted_tickets)} Tickets</strong></p>
+            <p class="mb-2">Average Resolution Time: <strong>{avg_days:.1f} Calendar Days</strong></p>
             <hr class="my-2"/>
-            <p class="mb-1 fw-bold text-danger">⚠️ Top 5 Tiket dengan Durasi Terlama:</p>
+            <p class="mb-1 fw-bold text-danger">⚠️ Top 5 Tickets with Longest Duration:</p>
             <ul class="mb-2">
                 {''.join(f'<li>{item}</li>' for item in slowest_tickets)}
             </ul>
-            <small class="text-muted">File Excel siap digunakan sebagai bahan evaluasi dan meeting manajemen.</small>
+            <small class="text-muted">Excel file is ready for team evaluation and management meetings.</small>
         </div>
         """
         return html_out
+        return html_out