[IMP] helpdesk: updated sla policies
closes odoo/documentation#3509 Signed-off-by: Zachary Straub (zst) <zst@odoo.com>
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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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A Service Level Agreement (SLA) defines the level of service a customer can expect from a supplier.
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SLAs provide a timeline that tells customers when they can expect results, and keeps the support
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team on target.
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Create your policies
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====================
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Create a new SLA policy
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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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To create a new :abbr:`SLA (Service Level Agreement)` Policy, navigate to the team's page under
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:menuselection:`Helpdesk --> Configuration --> Teams`. Select a team, scroll to the
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:guilabel:`Performance` section, and then check the selection box next to :guilabel:`SLA Policies`
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to enable it for that specific team.
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.. image:: sla/new_sla.png
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.. image:: sla/sla-enable.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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:alt: View of a team page in Helpdesk focusing on the SLA Policies setting
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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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.. note::
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The value indicated next to the :guilabel:`Working Hours` field is used to determine the
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deadline for :abbr:`SLA (Service Level Agreement)` policies. By default, this is determined by
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the value set in the :guilabel:`Company Working Hours` field under :menuselection:`Settings app
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--> Employees --> Work Organization`.
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.. image:: sla/ticket_green_tag.png
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To create a new policy, click the smart button on the team`s settings page or go to
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:menuselection:`Helpdesk --> Configuration --> SLA Policies`, and click :guilabel:`New`. Start by
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entering a :guilabel:`Title` and a :guilabel:`Description` for the new policy, and proceed to fill
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out the form using the steps below.
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Define the criteria for an SLA policy
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-------------------------------------
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The :guilabel:`Criteria` section is used to identify what tickets this policy will be applied to.
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Fill out the following fields to adjust the selection criteria:
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- :guilabel:`Team`: a policy can only be applied to one team. *This field is required.*
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- :guilabel:`Priority`: the priority level for a ticket is identified by selecting the number of
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stars representing the priority level on the kanban card or the ticket itself. The :abbr:`SLA
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(Service Level Agreement)` will only be applied once the priority level has been updated on the
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ticket to match the :abbr:`SLA (Service Level Agreement)` criteria. If no selection is made in
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this field, this policy will only apply to tickets marked as `Low Priority` (zero stars).
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- :guilabel:`Types`: ticket types can be helpful when indicating when a ticket is a
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customer question, that can be solved with a quick response, or an issue, that may require
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additional investigation. Multiple ticket types can be selected for this field. If no
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selection is made, this policy will apply to all ticket types.
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- :guilabel:`Tags`: tags are applied to briefly indicate what the ticket is about. Multiple tags
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can be applied to a single ticket.
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- :guilabel:`Customers`: individual contacts or companies may be selected in this field.
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- :guilabel:`Sales Order Items`: this field is available only if a team has the *Timesheets* app
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enabled. This allows the ticket to tie directly to a specific line on a sales order, which must
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be indicated on the ticket in the :guilabel:`Sales Order Item` field.
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.. note::
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Unless otherwise indicated, multiple selections can be made for each field. (i.e. multiple
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:guilabel:`Tags` can be included in a policy, but only one :guilabel:`Priority` level)
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.. image:: sla/sla-create-new.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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:alt: View of a blank SLA policy record
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SLA Analysis
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============
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Establish a target for an SLA policy
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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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The :guilabel:`Target` is the stage a ticket needs to reach, and the time alloted to reach that
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stage, in order to satisfy the :abbr:`SLA (Service Level Agreement)` policy. Any stage assigned to a
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team may be selected for the :guilabel:`Reach Stage` field. Time spent in stages selected in
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:guilabel:`Excluding Stages` will not be included in the calculation of the :abbr:`SLA (Service
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Level Agreement)` deadline.
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.. image:: sla/sla_analysis.png
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.. example::
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An :abbr:`SLA (Service Level Agreement)` titled `8 Hours to Close` tracks the working time before
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a ticket is completed, and would have `Solved` as the :guilabel:`Reach Stage`. However, if the
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:abbr:`SLA (Service Level Agreement)` was titled `2 Days to Start`, it tracks the working time
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before work on a ticket has begun, and would have `In Progress` as the :guilabel:`Reach Stage`.
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Meeting SLA deadlines
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=====================
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Once it is determined that a ticket fits the criteria of an :abbr:`SLA (Service Level Agreement)`
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policy, a deadline is calculated. The deadline is based on the creation date of the ticket, and the
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targeted working hours. The deadline is then added to the ticket, as well as a white tag indicating
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the name of the :abbr:`SLA (Service Level Agreement)` applied.
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.. image:: sla/sla-open-deadline.png
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:align: center
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:alt: View of the SLA status analysis page emphasizing the group by option in Odoo Helpdesk
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:alt: View of a ticket's form emphasizing an open SLA deadline on a ticket in Odoo Helpdesk
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.. important::
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If a ticket fits the criteria for more than one :abbr:`SLA (Service Level Agreement)`, the
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earliest occurring deadline will be displayed on the ticket. Once that deadline has passed, the
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next deadline will be displayed.
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Once a ticket satisfies an :abbr:`SLA (Service Level Agreement)` policy, the :abbr:`SLA (Service
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Level Agreement)` tag turns green, and the :guilabel:`Deadline` field disappears from view on the.
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.. image:: sla/sla-deadline.png
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:align: center
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:alt: View of a ticket's form emphasizing a satisfied SLA in Odoo Helpdesk
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If the :abbr:`SLA (Service Level Agreement)` deadline passes and the ticket has not moved to the
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:guilabel:`Reach Stage`, the :abbr:`SLA (Service Level Agreement)` tag will turn red. Once the
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:abbr:`SLA (Service Level Agreement)` has failed, the red tag will stay on the ticket, even after
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the ticket is moved to the :guilabel:`Reach Stage`.
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.. image:: sla/sla-passing-failing.png
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:align: center
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:alt: View of a ticket's form with a failing and passing SLA in Odoo Helpdesk
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Analyzing SLA performance
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=========================
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The :guilabel:`SLA Status Analysis` report tracks how quickly an :abbr:`SLA (Service Level
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Agreement)` is fulfilled, as well as the success rate of individual policies. Navigate to the report
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and corresponding pivot table by going to :menuselection:`Helpdesk --> Reporting --> SLA Status
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Analysis`.
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Using the Pivot view
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--------------------
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By default, the report is displayed in a :guilabel:`Pivot` view, and is filtered to show the number
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of SLAs failed and the failure rate over the last 30 days, grouped by team.
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.. image:: sla/sla-status-analysis.png
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:align: center
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:alt: View of the SLA status analysis report in Odoo Helpdesk
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To add the number of SLAs passed or in progress, click the :guilabel:`Measures` button to reveal a
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drop-down menu of reporting criteria, and choose from the options available based on the
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measurements preferred. Whenever a measurement is picked, a check mark will appear in the drop-down
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menu to indicate that that measurement is included, and a corresponding new column will emerge in
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the pivot table to show the relevant calculations.
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To add a group to a row or column, click the plus :guilabel:` + ` button next to
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:guilabel:`Total`, and then select one of the groups. To remove one, click the minus :guilabel:` - `
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button and deselect.
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Using the Graph view
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--------------------
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The :guilabel:`Status Analysis` report can also be viewed as a :guilabel:`Bar`, :guilabel:`Line`, or
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:guilabel:`Pie` Chart. Toggle between these views by selecting the appropriate icon at the top of
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the chart.
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.. tabs::
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.. tab:: Bar Chart
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.. image:: sla/sla-report-bar.png
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:align: center
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:alt: View of the SLA status analysis report in bar view
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.. tab:: Line Chart
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.. image:: sla/sla-report-line.png
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:align: center
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:alt: View of the SLA status analysis report in line view
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.. tab:: Pie Chart
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.. image:: sla/sla-report-pie.png
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:align: center
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:alt: View of the SLA status analysis report in pie chart view
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.. tip::
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Both the :guilabel:`Bar Chart` and :guilabel:`Line Chart` can be viewed :guilabel:`Stacked`.
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This presents two or more groups to appear on top of each other instead of next to each other,
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making it easier to compare data.
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Using the Cohort view
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---------------------
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The :guilabel:`Cohort` view is used to track the changes in data over a period of time. To display
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the :guilabel:`Status Analysis` report in a :guilabel:`Cohort` view, click the icon in the top right
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corner above the chart.
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.. image:: sla/sla-report-cohort.png
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:align: center
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:alt: View of the SLA status analysis report in cohort view
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.. seealso::
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- :doc:`../advanced/close_tickets`
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- :ref:`Reporting views <reporting/views>`
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- :doc:`Allow customers to close their tickets
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</applications/services/helpdesk/advanced/close_tickets>`
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