[IMP] helpdesk: updated sla policies

closes odoo/documentation#3509

Signed-off-by: Zachary Straub (zst) <zst@odoo.com>

content/applications/services/helpdesk/overview/sla.rst

@@ -2,46 +2,184 @@
 Service Level Agreements (SLA)
 ==============================
 
-Service Level Agreements (SLA) are commitments you make with your customers to outline how a
-service is delivered. It bolsters trust between you and your customers as it makes clear what
-needs to be done, to what standard, and when.
+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.
 
-Create your policies
-====================
+Create a new SLA policy
+=======================
 
-| First, enable the feature on the settings of the team you would like policies to be applied,
-  going to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`.
-| Create your policies through the team’s settings page or go to :menuselection:`Helpdesk -->
-  Configuration --> SLA Policies`.
+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.
 
-.. image:: sla/new_sla.png
+.. image:: sla/sla-enable.png
    :align: center
-   :height: 340
-   :alt: View of an SLA form in Odoo Helpdesk
+   :alt: View of a team page in Helpdesk focusing on the SLA Policies setting
 
-| Choose to which **Team** the policy is relevant and the **Minimum Priority** a ticket needs to
-  have for the policy to be applied.
-| **Target** is the stage a ticket needs to reach within the period defined to satisfy the
-  SLA. The period is based on the ticket’s creation date, and a deadline is set on the ticket’s form
-  once it matches an SLA policy rule. If a ticket has more than one policy applied to it, the
-  closest deadline of all SLAs is the one considered.
-| When a ticket has satisfied an SLA policy, the SLA tag appears in green and the deadline field
-  is not shown anymore.
+.. 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`.
 
-.. image:: sla/ticket_green_tag.png
+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.
+
+Define the criteria for an SLA policy
+-------------------------------------
+
+The :guilabel:`Criteria` section is used to identify what tickets this policy will be 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.
+- :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.
+
+.. 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)
+
+.. image:: sla/sla-create-new.png
    :align: center
-   :height: 330
-   :alt: View of a ticket’s form emphasizing a satisfied SLA in Odoo Helpdesk
+   :alt: View of a blank SLA policy record
 
-SLA Analysis
-============
+Establish a target for an SLA policy
+------------------------------------
 
-Go to :menuselection:`Helpdesk --> Reporting --> SLA Status Analysis`. Apply *Filters* and
-*Group by* to identify tickets that should be prioritized and keep track of upcoming deadlines.
+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.
 
-.. image:: sla/sla_analysis.png
+.. 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`.
+
+Meeting 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.
+
+.. image:: sla/sla-open-deadline.png
    :align: center
-   :alt: View of the SLA status analysis page emphasizing the group by option 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.
+
+.. image:: sla/sla-deadline.png
+   :align: center
+   :alt: View of a ticket's form emphasizing a satisfied SLA in Odoo Helpdesk
+
+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`.
+
+.. image:: sla/sla-passing-failing.png
+   :align: center
+   :alt: View of a ticket's form with a failing and passing SLA in Odoo Helpdesk
+
+Analyzing 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`.
+
+Using the 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.
+
+.. image:: sla/sla-status-analysis.png
+   :align: center
+   :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.
+
+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.
+
+Using the Graph view
+--------------------
+
+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.
+
+.. tabs::
+
+   .. tab:: Bar Chart
+
+       .. image:: sla/sla-report-bar.png
+          :align: center
+          :alt: View of the SLA status analysis report in bar view
+
+   .. tab:: Line Chart
+
+       .. image:: sla/sla-report-line.png
+          :align: center
+          :alt: View of the SLA status analysis report in line view
+
+   .. tab:: Pie Chart
+
+       .. image:: sla/sla-report-pie.png
+          :align: center
+          :alt: View of the SLA status analysis report in pie chart view
+
+.. 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.
+
+Using the 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.
+
+.. image:: sla/sla-report-cohort.png
+   :align: center
+   :alt: View of the SLA status analysis report in cohort view
 
 .. seealso::
-   - :doc:`../advanced/close_tickets`
+   - :ref:`Reporting views <reporting/views>`
+   - :doc:`Allow customers to close their tickets
+     </applications/services/helpdesk/advanced/close_tickets>`