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