[IMP] helpdesk: update sla doc

closes odoo/documentation#7552

Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com>
Co-authored-by: Timothy Kukulka <91896312+tiku-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>
Co-authored-by: Zachary Straub <zst@odoo.com>
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Jess Rogers (jero) 2024-01-25 12:09:13 -05:00
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==============================
Service Level Agreements (SLA)
Service level agreements (SLA)
==============================
A Service Level Agreement (SLA) defines the level of service a customer can expect from a supplier.
SLAs provide a timeline that tells customers when they can expect results, and keeps the support
team on target.
A *service level agreement* (SLA) defines the level of service a customer can expect from a
supplier. :abbr:`SLAs (Service Level Agreements)` 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 :abbr:`SLAs (Service
Level Agreements)` feature for the team, clear the :guilabel:`SLA Policies` checkbox.
.. image:: sla/sla-enable.png
:align: center
:alt: View of a team page in Helpdesk focusing on the SLA Policies setting.
Create a new SLA policy
=======================
To create a new :abbr:`SLA (Service Level Agreement)` Policy, navigate to the team's page under
:menuselection:`Helpdesk --> Configuration --> Teams`. Select a team, scroll to the
:guilabel:`Performance` section, and then check the selection box next to :guilabel:`SLA Policies`
to enable it for that specific team.
To create a new policy, go to :menuselection:`Helpdesk app --> Configuration --> SLA Policies`, and
click :guilabel:`New`.
.. image:: sla/sla-enable.png
:align: center
:alt: View of a team page in Helpdesk focusing on the SLA Policies setting
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`.
.. note::
The value indicated next to the :guilabel:`Working Hours` field is used to determine the
deadline for :abbr:`SLA (Service Level Agreement)` policies. By default, this is determined by
the value set in the :guilabel:`Company Working Hours` field under :menuselection:`Settings app
--> Employees --> Work Organization`.
To create a new policy, click the smart button on the team`s settings page or go to
:menuselection:`Helpdesk --> Configuration --> SLA Policies`, and click :guilabel:`New`. Start by
entering a :guilabel:`Title` and a :guilabel:`Description` for the new policy, and proceed to fill
out the form using the steps below.
On the blank :abbr:`SLA (Service Level Agreement)` 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 what tickets this policy will be applied to.
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:
- :guilabel:`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 the number of
stars representing the priority level on the kanban card or the ticket itself. The :abbr:`SLA
(Service Level Agreement)` will only be applied once the priority level has been updated on the
ticket to match the :abbr:`SLA (Service Level Agreement)` criteria. If no selection is made in
this field, this policy will only apply to tickets marked as `Low Priority` (zero stars).
- :guilabel:`Types`: ticket types can be helpful when indicating when a ticket is a
customer question, that can be solved with a quick response, or an issue, that may require
additional investigation. Multiple ticket types can be selected for this field. If no
selection is made, this policy will apply to all ticket types.
- :guilabel:`Tags`: tags are applied to briefly indicate what the ticket is about. Multiple tags
can be applied to a single ticket.
.. 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 :guilabel:`⭐ (star)` icons, representing the priority level on the Kanban card or on
the ticket itself. The :abbr:`SLA (Service Level Agreement)` is **only** applied after the
priority level has been updated on the ticket to match the :abbr:`SLA (Service Level Agreement)`
criteria. If no selection is made in this field, this policy only applies to tickets marked as
`Low Priority`, meaning those with zero :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:`Sales Order Items`: this field is available only if a team has the *Timesheets* app
enabled. This allows the ticket to tie directly to a specific line on a sales order, which must
be indicated on the ticket in the :guilabel:`Sales Order Item` field.
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.
.. note::
Unless otherwise indicated, multiple selections can be made for each field. (i.e. multiple
:guilabel:`Tags` can be included in a policy, but only one :guilabel:`Priority` level)
.. example::
A support team needs to address urgent issues for VIP customers within one business day.
.. image:: sla/sla-create-new.png
:align: center
:alt: View of a blank SLA policy record
The new policy, titled `8 Hours to close`, is assigned to the `VIP Support` team. It **only**
applies to tickets that are assigned three :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
:align: center
:alt: View of a new SLA policy record with all the relevant information entered.
Establish a target for an SLA policy
------------------------------------
The :guilabel:`Target` is the stage a ticket needs to reach, and the time alloted to reach that
stage, in order to satisfy the :abbr:`SLA (Service Level Agreement)` policy. Any stage assigned to a
team may be selected for the :guilabel:`Reach Stage` field. Time spent in stages selected in
:guilabel:`Excluding Stages` will not be included in the calculation of the :abbr:`SLA (Service
Level Agreement)` deadline.
A *target* is the stage a ticket needs to reach, and the time allotted to reach that stage, in order
to satisfy the :abbr:`SLA (Service Level Agreement)` 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 :abbr:`SLA (Service Level Agreement)` deadline.
.. example::
An :abbr:`SLA (Service Level Agreement)` titled `8 Hours to Close` tracks the working time before
a ticket is completed, and would have `Solved` as the :guilabel:`Reach Stage`. However, if the
:abbr:`SLA (Service Level Agreement)` was titled `2 Days to Start`, it tracks the working time
before work on a ticket has begun, and would have `In Progress` as the :guilabel:`Reach Stage`.
a ticket is completed, and would have `Solved` as the :guilabel:`Reach Stage`. Simultaneously, an
:abbr:`SLA (Service Level Agreement)` 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`.
Meeting SLA deadlines
=====================
Meet SLA deadlines
==================
Once it is determined that a ticket fits the criteria of an :abbr:`SLA (Service Level Agreement)`
policy, a deadline is calculated. The deadline is based on the creation date of the ticket, and the
targeted working hours. The deadline is then added to the ticket, as well as a white tag indicating
the name of the :abbr:`SLA (Service Level Agreement)` applied.
As soon as it is determined that a ticket fits the criteria of an :abbr:`SLA (Service Level
Agreement)` policy, a deadline is calculated. The deadline is based on the creation date of the
ticket, and the targeted working hours.
.. note::
The value indicated next to the :guilabel:`Working Hours` field of an :abbr:`SLA (Service Level
Agreement)` 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 :abbr:`SLA
(Service Level Agreement)` applied.
.. image:: sla/sla-open-deadline.png
:align: center
:alt: View of a ticket's form emphasizing an open SLA deadline on a ticket in Odoo Helpdesk
:alt: View of a ticket's form emphasizing an open SLA deadline on a ticket in Odoo Helpdesk.
.. important::
If a ticket fits the criteria for more than one :abbr:`SLA (Service Level Agreement)`, the
earliest occurring deadline will be displayed on the ticket. Once that deadline has passed, the
next deadline will be displayed.
Once a ticket satisfies an :abbr:`SLA (Service Level Agreement)` policy, the :abbr:`SLA (Service
Level Agreement)` tag turns green, and the :guilabel:`Deadline` field disappears from view on the
ticket.
When a ticket satisfies an :abbr:`SLA (Service Level Agreement)` policy, the :abbr:`SLA (Service
Level Agreement)` tag turns green, and the deadline disappears from view on the ticket.
.. image:: sla/sla-deadline.png
:align: center
:alt: View of a ticket's form emphasizing a satisfied SLA in Odoo Helpdesk
: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 :abbr:`SLA (Service Level Agreement)`, the
earliest occurring deadline is displayed on the ticket. After that deadline has passed, the next
deadline is displayed.
If the :abbr:`SLA (Service Level Agreement)` deadline passes and the ticket has not moved to the
:guilabel:`Reach Stage`, the :abbr:`SLA (Service Level Agreement)` tag will turn red. Once the
:abbr:`SLA (Service Level Agreement)` has failed, the red tag will stay on the ticket, even after
the ticket is moved to the :guilabel:`Reach Stage`.
:guilabel:`Reach Stage`, the :abbr:`SLA (Service Level Agreement)` tag turns red. After the
:abbr:`SLA (Service Level Agreement)` 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
:align: center
:alt: View of a ticket's form with a failing and passing SLA in Odoo Helpdesk
:alt: View of a ticket's form with a failing and passing SLA in Odoo Helpdesk.
Analyzing SLA performance
=========================
Analyze SLA performance
=======================
The :guilabel:`SLA Status Analysis` report tracks how quickly an :abbr:`SLA (Service Level
Agreement)` is fulfilled, as well as the success rate of individual policies. Navigate to the report
and corresponding pivot table by going to :menuselection:`Helpdesk --> Reporting --> SLA Status
Analysis`.
Agreement)` 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`.
Using the Pivot view
--------------------
Pivot view
----------
By default, the report is displayed in a :guilabel:`Pivot` view, and is filtered to show the number
of SLAs failed and the failure rate over the last 30 days, grouped by team.
By default, the report displays in a :guilabel:`Pivot` view. Any :abbr:`SLA (Service Level
Agreement)` 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.
.. image:: sla/sla-status-analysis.png
.. figure:: sla/sla-status-analysis.png
:align: center
:alt: View of the SLA status analysis report in Odoo Helpdesk
:alt: View of the SLA status analysis report in Odoo Helpdesk.
To add the number of SLAs passed or in progress, click the :guilabel:`Measures` button to reveal a
drop-down menu of reporting criteria, and choose from the options available based on the
measurements preferred. Whenever a measurement is picked, a check mark will appear in the drop-down
menu to indicate that that measurement is included, and a corresponding new column will emerge in
the pivot table to show the relevant calculations.
The pivot view aggregates data, which can be manipulated by adding measures and filters.
To add a group to a row or column, click the plus :guilabel:` + ` button next to
:guilabel:`Total`, and then select one of the groups. To remove one, click the minus :guilabel:` - `
button and deselect.
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.
Using the Graph view
--------------------
Whenever a measurement is picked, a :guilabel:`✔️ (checkmark)` 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.
The :guilabel:`Status Analysis` report can also be viewed as a :guilabel:`Bar`, :guilabel:`Line`, or
:guilabel:`Pie` Chart. Toggle between these views by selecting the appropriate icon at the top of
the chart.
.. image:: sla/sla-pivot-measures.png
:align: center
:alt: View of the available measures in the SLA status analysis report.
To add a group to a row or column, click the :guilabel:` (plus)` icon next to the policy name and
then select one of the groups. To remove one, click the :guilabel:` (minus)` icon next to the
policy name.
.. image:: sla/sla-pivot-groups.png
:align: center
:alt: View of the available group by options in the SLA status analysis report.
Graph view
----------
The :guilabel:`SLA Status Analysis` report can also be viewed as a :guilabel:`Bar Chart`,
:guilabel:`Line Chart`, or :guilabel:`Pie Chart`. Toggle between these views by first selecting the
:guilabel:`Graph` button at the top-right of the dashboard. Then, select the appropriate chart icon
at the top-left of the graph.
.. tabs::
.. tab:: Bar Chart
.. image:: sla/sla-report-bar.png
.. figure:: sla/sla-report-bar.png
:align: center
:alt: View of the SLA status analysis report in bar view
: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
.. image:: sla/sla-report-line.png
.. figure:: sla/sla-report-line.png
:align: center
:alt: View of the SLA status analysis report in line view
: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
.. image:: sla/sla-report-pie.png
.. figure:: sla/sla-report-pie.png
:align: center
:alt: View of the SLA status analysis report in pie chart view
: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 :guilabel:`Bar Chart` and :guilabel:`Line Chart` can be viewed :guilabel:`Stacked`.
This presents two or more groups to appear on top of each other instead of next to each other,
making it easier to compare data.
Both the :guilabel:`Bar Chart` and :guilabel:`Line Chart` views can be :guilabel:`Stacked` by
selecting the :guilabel:`Stacked` icon. This displays two or more groups on top of each other
instead of next to each other, making it easier to compare data.
Using the Cohort view
---------------------
.. image:: sla/sla-report-stacked.png
:align: center
:alt: View of the SLA status analysis report in bar view, stacked.
Cohort view
-----------
The :guilabel:`Cohort` view is used to track the changes in data over a period of time. To display
the :guilabel:`Status Analysis` report in a :guilabel:`Cohort` view, click the icon in the top right
corner above the chart.
the :guilabel:`SLA Status Analysis` report in a :guilabel:`Cohort` view, click the
:guilabel:`Cohort` button, represented by :guilabel:`(four cascading horizontal lines)`, in the
top-right corner, next to the other view options.
.. image:: sla/sla-report-cohort.png
.. figure:: sla/sla-report-cohort.png
:align: center
:alt: View of the SLA status analysis report in cohort view
: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>`

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