diff --git a/content/applications/services/helpdesk/overview/sla.rst b/content/applications/services/helpdesk/overview/sla.rst index b8820fab7..9e35f6395 100644 --- a/content/applications/services/helpdesk/overview/sla.rst +++ b/content/applications/services/helpdesk/overview/sla.rst @@ -1,184 +1,228 @@ ============================== -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 ` diff --git a/content/applications/services/helpdesk/overview/sla/sla-create-new.png b/content/applications/services/helpdesk/overview/sla/sla-create-new.png index 7a26f901d..eaf319950 100644 Binary files a/content/applications/services/helpdesk/overview/sla/sla-create-new.png and b/content/applications/services/helpdesk/overview/sla/sla-create-new.png differ diff --git a/content/applications/services/helpdesk/overview/sla/sla-deadline.png b/content/applications/services/helpdesk/overview/sla/sla-deadline.png index a06d98fbe..62c0d9dc1 100644 Binary files a/content/applications/services/helpdesk/overview/sla/sla-deadline.png and b/content/applications/services/helpdesk/overview/sla/sla-deadline.png differ diff --git a/content/applications/services/helpdesk/overview/sla/sla-open-deadline.png b/content/applications/services/helpdesk/overview/sla/sla-open-deadline.png index 2bfac1754..cce80975a 100644 Binary files a/content/applications/services/helpdesk/overview/sla/sla-open-deadline.png and b/content/applications/services/helpdesk/overview/sla/sla-open-deadline.png differ diff --git a/content/applications/services/helpdesk/overview/sla/sla-passing-failing.png b/content/applications/services/helpdesk/overview/sla/sla-passing-failing.png index 3acd49066..7bddd914d 100644 Binary files a/content/applications/services/helpdesk/overview/sla/sla-passing-failing.png and b/content/applications/services/helpdesk/overview/sla/sla-passing-failing.png differ diff --git a/content/applications/services/helpdesk/overview/sla/sla-pivot-groups.png b/content/applications/services/helpdesk/overview/sla/sla-pivot-groups.png new file mode 100644 index 000000000..10ecfcdb4 Binary files /dev/null and b/content/applications/services/helpdesk/overview/sla/sla-pivot-groups.png differ diff --git a/content/applications/services/helpdesk/overview/sla/sla-pivot-measures.png b/content/applications/services/helpdesk/overview/sla/sla-pivot-measures.png new file mode 100644 index 000000000..07aa7de0a Binary files /dev/null and b/content/applications/services/helpdesk/overview/sla/sla-pivot-measures.png differ diff --git a/content/applications/services/helpdesk/overview/sla/sla-report-bar.png b/content/applications/services/helpdesk/overview/sla/sla-report-bar.png index f8e88b99b..ac0bef26e 100644 Binary files a/content/applications/services/helpdesk/overview/sla/sla-report-bar.png and b/content/applications/services/helpdesk/overview/sla/sla-report-bar.png differ diff --git a/content/applications/services/helpdesk/overview/sla/sla-report-cohort.png b/content/applications/services/helpdesk/overview/sla/sla-report-cohort.png index b9cdf4525..2c4721b47 100644 Binary files a/content/applications/services/helpdesk/overview/sla/sla-report-cohort.png and b/content/applications/services/helpdesk/overview/sla/sla-report-cohort.png differ diff --git a/content/applications/services/helpdesk/overview/sla/sla-report-line.png b/content/applications/services/helpdesk/overview/sla/sla-report-line.png index dc4378aea..bd4796539 100644 Binary files a/content/applications/services/helpdesk/overview/sla/sla-report-line.png and b/content/applications/services/helpdesk/overview/sla/sla-report-line.png differ diff --git a/content/applications/services/helpdesk/overview/sla/sla-report-pie.png b/content/applications/services/helpdesk/overview/sla/sla-report-pie.png index e154aac22..c5ee7b59c 100644 Binary files a/content/applications/services/helpdesk/overview/sla/sla-report-pie.png and b/content/applications/services/helpdesk/overview/sla/sla-report-pie.png differ diff --git a/content/applications/services/helpdesk/overview/sla/sla-report-stacked.png b/content/applications/services/helpdesk/overview/sla/sla-report-stacked.png new file mode 100644 index 000000000..745d22a29 Binary files /dev/null and b/content/applications/services/helpdesk/overview/sla/sla-report-stacked.png differ diff --git a/content/applications/services/helpdesk/overview/sla/sla-status-analysis.png b/content/applications/services/helpdesk/overview/sla/sla-status-analysis.png index b9df70e2b..2039c68e2 100644 Binary files a/content/applications/services/helpdesk/overview/sla/sla-status-analysis.png and b/content/applications/services/helpdesk/overview/sla/sla-status-analysis.png differ