diff --git a/content/applications/services/helpdesk/overview/sla.rst b/content/applications/services/helpdesk/overview/sla.rst index 015253e97..402397f1f 100644 --- a/content/applications/services/helpdesk/overview/sla.rst +++ b/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 ` + - :doc:`Allow customers to close their tickets + ` diff --git a/content/applications/services/helpdesk/overview/sla/new_sla.png b/content/applications/services/helpdesk/overview/sla/new_sla.png deleted file mode 100644 index 46c81ccfb..000000000 Binary files a/content/applications/services/helpdesk/overview/sla/new_sla.png and /dev/null differ diff --git a/content/applications/services/helpdesk/overview/sla/sla-create-new.png b/content/applications/services/helpdesk/overview/sla/sla-create-new.png new file mode 100644 index 000000000..7a26f901d Binary files /dev/null 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 new file mode 100644 index 000000000..a06d98fbe Binary files /dev/null and b/content/applications/services/helpdesk/overview/sla/sla-deadline.png differ diff --git a/content/applications/services/helpdesk/overview/sla/sla-enable.png b/content/applications/services/helpdesk/overview/sla/sla-enable.png new file mode 100644 index 000000000..db9477658 Binary files /dev/null and b/content/applications/services/helpdesk/overview/sla/sla-enable.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 new file mode 100644 index 000000000..2bfac1754 Binary files /dev/null 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 new file mode 100644 index 000000000..3acd49066 Binary files /dev/null and b/content/applications/services/helpdesk/overview/sla/sla-passing-failing.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 new file mode 100644 index 000000000..f8e88b99b Binary files /dev/null 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 new file mode 100644 index 000000000..b9cdf4525 Binary files /dev/null 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 new file mode 100644 index 000000000..dc4378aea Binary files /dev/null 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 new file mode 100644 index 000000000..e154aac22 Binary files /dev/null and b/content/applications/services/helpdesk/overview/sla/sla-report-pie.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 new file mode 100644 index 000000000..b9df70e2b Binary files /dev/null and b/content/applications/services/helpdesk/overview/sla/sla-status-analysis.png differ diff --git a/content/applications/services/helpdesk/overview/sla/sla_analysis.png b/content/applications/services/helpdesk/overview/sla/sla_analysis.png deleted file mode 100644 index 0781c30ab..000000000 Binary files a/content/applications/services/helpdesk/overview/sla/sla_analysis.png and /dev/null differ diff --git a/content/applications/services/helpdesk/overview/sla/ticket_green_tag.png b/content/applications/services/helpdesk/overview/sla/ticket_green_tag.png deleted file mode 100644 index 9365e9bf6..000000000 Binary files a/content/applications/services/helpdesk/overview/sla/ticket_green_tag.png and /dev/null differ