documentation/content/applications/services/helpdesk/overview/sla.md

---
substitutions:
  SLA: '{abbr}`SLA (Service Level Agreements)`'
  SLAs: '{abbr}`SLAs (Service Level Agreements)`'
---

# Service level agreements (SLA)

A *service level agreement* (SLA) defines the level of support a customer can expect from a service
provider. {{ SLAs }} provide a timeline that tells customers when they can expect results and keeps the
support team on target.

:::{note}
The *SLA Policies* feature is enabled by default on newly created **Helpdesk** teams.

To turn off the feature, or edit the working hours, navigate to {menuselection}`Helpdesk app -->
Configuration --> Helpdesk Teams`. Click on a team to open that team's configuration page.

From here, scroll to the {guilabel}`Performance` section. To turn off the {{ SLAs }} feature for the
team, clear the {guilabel}`SLA Policies` checkbox.

```{image} sla/sla-enable.png
:alt: View of a team page in Helpdesk focusing on the SLA Policies setting.
```
:::

## Create a new SLA policy

To create a new policy, go to {menuselection}`Helpdesk app --> Configuration --> SLA Policies`, and
click {guilabel}`New`.

Alternatively, go to {menuselection}`Helpdesk app --> Configuration --> Helpdesk Teams`, and click
on a team. Then, click the {guilabel}`SLA Policies` smart button at the top of the team's settings
page, and click {guilabel}`New`.

On the blank {{ SLA }} policy form, enter a {guilabel}`Title` and a {guilabel}`Description` for the new
policy, and proceed to fill out the form using the steps below.

### Define the criteria for an SLA policy

The {guilabel}`Criteria` section is used to identify which tickets this policy is applied to.

Fill out the following fields to adjust the selection criteria:

:::{note}
Unless otherwise indicated, multiple selections can be made for each field.
:::

- {guilabel}`Helpdesk Team`: A policy can only be applied to one team. *This field is required.*
- {guilabel}`Priority`: The priority level for a ticket is identified by selecting one, two, or
  three of the {icon}`fa-star-o` {guilabel}`(star)` icons, representing the priority level on the
  Kanban card or on the ticket itself. The {{ SLA }} is **only** applied after the priority level has
  been updated on the ticket to match the {{ SLA }} criteria. If no selection is made in this field,
  this policy only applies to tickets marked as `Low Priority`, meaning those with zero
  {icon}`fa-star-o` {guilabel}`(star)` icons.
- {guilabel}`Tags`: Tags are used to indicate what the ticket is about. Multiple tags can be applied
  to a single ticket.
- {guilabel}`Customers`: Individual contacts or companies may be selected in this field.
- {guilabel}`Services`: This field is available only if a team has the **Timesheets** app enabled.
  This allows the ticket to link directly to a specific line on a sales order, which must be
  indicated on the ticket in the {guilabel}`Sales Order Items` field.

```{eval-rst}
.. example::
   A support team needs to address urgent issues for VIP customers within one business day.

   The new policy, titled `8 Hours to close`, is assigned to the `VIP Support` team. It **only**
   applies to tickets that are assigned three :icon:`fa-star-o` :guilabel:`(star)` icons, which
   equates to an `Urgent` priority level.

   At the same time, the tickets can be related to multiple issues, so the policy applies to tickets
   with `Repair`, `Service`, or `Emergency` tags.

   .. image:: sla/sla-create-new.png
      :alt: View of a new SLA policy record with all the relevant information entered.
```

### Establish a target for an SLA policy

A *target* is the stage a ticket needs to reach, and the time allotted to reach that stage, in order
to satisfy the {{ SLA }} policy. Any stage assigned to a team may be selected for the {guilabel}`Reach
Stage` field.

Time spent in stages selected in the {guilabel}`Excluding Stages` field are **not** included in the
calculation of the {{ SLA }} deadline.

```{eval-rst}
.. example::
   An |SLA| titled `8 Hours to Close` tracks the working time before
   a ticket is completed, and would have `Solved` as the :guilabel:`Reach Stage`. Simultaneously, an
   |SLA| titled `2 Days to Start` tracks the working time before
   work on a ticket has begun, and would have `In Progress` as the :guilabel:`Reach Stage`.
```

## Meet SLA deadlines

As soon as it is determined that a ticket fits the criteria of an {{ SLA }} policy, a deadline is
calculated. The deadline is based on the creation date of the ticket, as well as the targeted
working hours.

:::{note}
The value indicated next to the {guilabel}`Working Hours` field of an {{ SLA }} policy is used to
determine the deadline. By default, this is determined by the value set in the {guilabel}`Company
Working Hours` field under {menuselection}`Settings app --> Employees --> Work Organization`.
:::

The deadline is then added to the ticket, as well as a tag indicating the name of the {{ SLAs }}
applied.

```{image} sla/sla-open-deadline.png
:alt: View of a ticket's form emphasizing an open SLA deadline on a ticket in Odoo
:  Helpdesk.
```

When a ticket satisfies an {{ SLA }} policy, the {{ SLA }} tag turns green, and the deadline disappears
from view on the ticket.

```{image} sla/sla-deadline.png
:alt: View of a ticket's form emphasizing a satisfied SLA in Odoo Helpdesk.
```

:::{important}
If a ticket fits the criteria for more than one {{ SLA }}, the earliest occurring deadline is
displayed on the ticket. After that deadline has passed, the next deadline is displayed.
:::

If the {{ SLA }} deadline passes and the ticket has not moved to the {guilabel}`Reach Stage`, the {{ SLA }}
tag turns red. After the {{ SLA }} has failed, the red tag stays on the ticket, even after the ticket is
moved to the {guilabel}`Reach Stage`.

```{image} sla/sla-passing-failing.png
:alt: View of a ticket's form with a failing and passing SLA in Odoo Helpdesk.
```

(helpdesk-analyze-sla-performance)=

## Analyze SLA performance

The {guilabel}`SLA Status Analysis` report tracks how quickly an {{ SLA }} is fulfilled, as well as the
performance of individual team members. Navigate to the report, and corresponding pivot table, by
going to {menuselection}`Helpdesk app --> Reporting --> SLA Status Analysis`.

### Pivot view

By default, the report displays in a {guilabel}`Pivot` view. Any {{ SLA }} policies in the database with
tickets that failed to fulfill a policy, are in progress, or have satisfied a policy are listed. By
default, they are grouped by team and ticket count.

:::{figure} sla/sla-status-analysis.png
:alt: View of the SLA status analysis report in Odoo Helpdesk.

The pivot view aggregates data, which can be manipulated by adding measures and filters.
:::

To change the display, or add additional measurements, click the {guilabel}`Measures` button to
reveal a drop-down menu of reporting criteria, and choose from the options available.

Whenever a measurement is picked, a {icon}`fa-check` {guilabel}`(check)` icon appears in the
drop-down menu to indicate that the measurement is included, and a corresponding new column emerges
in the pivot table to show the relevant calculations.

```{image} sla/sla-pivot-measures.png
:alt: View of the available measures in the SLA status analysis report.
```

To add a group to a row or column, click the {icon}`fa-plus-square` {guilabel}`(plus)` icon next to
the policy name and then select one of the groups. To remove one, click the
{icon}`fa-minus-square-o` {guilabel}`(minus)` icon next to the policy name.

```{image} sla/sla-pivot-groups.png
:alt: View of the available group by options in the SLA status analysis report.
```

### Graph view

Switch to the graph view by selecting the {icon}`fa-area-chart` {guilabel}`(graph view)` icon at the
top of the screen. To switch between the different charts, select the *related icon* at the top of
the chart, while in graph view.

```{eval-rst}
.. tabs::

   .. tab:: Bar Chart

       .. figure:: sla/sla-report-bar.png
          :alt: View of the SLA status analysis report in bar view.

          A bar chart can deal with larger data sets and compare data across several categories.

   .. tab:: Line Chart

       .. figure:: sla/sla-report-line.png
          :alt: View of the SLA status analysis report in line view.

          A line chart can visualize data trends or changes over time.

   .. tab:: Pie Chart

       .. figure:: sla/sla-report-pie.png
          :alt: View of the SLA status analysis report in pie chart view.

          A pie chart compares data among a small number of categories.
```

:::{tip}
Both the *bar chart* and *line chart* can utilize the *stacked* view option. This presents two
or more groups of data on top of each other, instead of next to each other, making it easier to
compare data. While viewing either a bar chart or line chart, click the {icon}`fa-database`
{guilabel}`(stacked)` icon to toggle the stacked view option on or off.

```{image} sla/sla-report-stacked.png
:alt: View of the SLA status analysis report in bar view, stacked.
```
:::

### Cohort view

The *cohort* view is used to track the changes in data over a period of time. To display the
{guilabel}`SLA Status Analysis` report in a cohort view, click the {icon}`oi-view-cohort`
{guilabel}`(cohort)` icon, next to the other view options.

:::{figure} sla/sla-report-cohort.png
:alt: View of the SLA status analysis report in cohort view.

The cohort view examines the life cycle of data over time.
:::

:::{seealso}
- {ref}`Reporting views <reporting/views>`
- {doc}`Allow customers to close their tickets
  </applications/services/helpdesk/advanced/close_tickets>`
:::