2020-04-28 18:20:05 +07:00
|
|
|
|
==============================
|
|
|
|
|
Service Level Agreements (SLA)
|
|
|
|
|
==============================
|
|
|
|
|
|
|
|
|
|
Service Level Agreements (SLA) are commitments you make with your customers to outline how a
|
|
|
|
|
service is delivered. It bolsters trust between you and your customers as it makes clear what
|
|
|
|
|
needs to be done, to what standard, and when.
|
|
|
|
|
|
|
|
|
|
Create your policies
|
|
|
|
|
====================
|
|
|
|
|
|
|
|
|
|
| First, enable the feature on the settings of the team you would like policies to be applied,
|
|
|
|
|
going to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`.
|
|
|
|
|
| Create your policies through the team’s settings page or go to :menuselection:`Helpdesk -->
|
|
|
|
|
Configuration --> SLA Policies`.
|
|
|
|
|
|
|
|
|
|
.. image:: media/new_sla.png
|
|
|
|
|
:align: center
|
|
|
|
|
:height: 340
|
|
|
|
|
:alt: View of an SLA form in Odoo Helpdesk
|
|
|
|
|
|
|
|
|
|
| Choose to which **Team** the policy is relevant and the **Minimum Priority** a ticket needs to
|
|
|
|
|
have for the policy to be applied.
|
|
|
|
|
| **Target** is the stage a ticket needs to reach within the period defined to satisfy the
|
|
|
|
|
SLA. The period is based on the ticket’s creation date, and a deadline is set on the ticket’s form
|
|
|
|
|
once it matches an SLA policy rule. If a ticket has more than one policy applied to it, the
|
|
|
|
|
closest deadline of all SLAs is the one considered.
|
|
|
|
|
| When a ticket has satisfied an SLA policy, the SLA tag appears in green and the deadline field
|
|
|
|
|
is not shown anymore.
|
|
|
|
|
|
|
|
|
|
.. image:: media/ticket_green_tag.png
|
|
|
|
|
:align: center
|
|
|
|
|
:height: 330
|
|
|
|
|
:alt: View of a ticket’s form emphasizing a satisfied SLA in Odoo Helpdesk
|
|
|
|
|
|
|
|
|
|
SLA Analysis
|
|
|
|
|
============
|
|
|
|
|
|
|
|
|
|
Go to :menuselection:`Helpdesk --> Reporting --> SLA Status Analysis`. Apply *Filters* and
|
|
|
|
|
*Group by* to identify tickets that should be prioritized and keep track of upcoming deadlines.
|
|
|
|
|
|
|
|
|
|
.. image:: media/sla_analysis.png
|
|
|
|
|
:align: center
|
2020-05-05 14:23:34 +07:00
|
|
|
|
:alt: View of the SLA status analysis page emphasizing the group by option in Odoo Helpdesk
|
|
|
|
|
|
|
|
|
|
.. seealso::
|
|
|
|
|
- :doc:`../advanced/close_tickets`
|