diff --git a/helpdesk/overview.rst b/helpdesk/overview.rst index 61f4df898..e817595f4 100644 --- a/helpdesk/overview.rst +++ b/helpdesk/overview.rst @@ -5,4 +5,5 @@ Overview .. toctree:: :titlesonly: - overview/getting_started \ No newline at end of file + overview/getting_started + overview/sla \ No newline at end of file diff --git a/helpdesk/overview/media/new_sla.png b/helpdesk/overview/media/new_sla.png new file mode 100644 index 000000000..46c81ccfb Binary files /dev/null and b/helpdesk/overview/media/new_sla.png differ diff --git a/helpdesk/overview/media/sla_analysis.png b/helpdesk/overview/media/sla_analysis.png new file mode 100644 index 000000000..0781c30ab Binary files /dev/null and b/helpdesk/overview/media/sla_analysis.png differ diff --git a/helpdesk/overview/media/ticket_green_tag.png b/helpdesk/overview/media/ticket_green_tag.png new file mode 100644 index 000000000..9365e9bf6 Binary files /dev/null and b/helpdesk/overview/media/ticket_green_tag.png differ diff --git a/helpdesk/overview/sla.rst b/helpdesk/overview/sla.rst new file mode 100644 index 000000000..2174f0dd0 --- /dev/null +++ b/helpdesk/overview/sla.rst @@ -0,0 +1,44 @@ +============================== +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. + +Create your policies +==================== + +| 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`. + +.. image:: media/new_sla.png + :align: center + :height: 340 + :alt: View of an SLA form in Odoo Helpdesk + +| 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. + +.. image:: media/ticket_green_tag.png + :align: center + :height: 330 + :alt: View of a ticket’s form emphasizing a satisfied SLA in Odoo Helpdesk + +SLA Analysis +============ + +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. + +.. image:: media/sla_analysis.png + :align: center + :alt: View of the SLA status analysis page emphasizing the group by option in Odoo Helpdesk \ No newline at end of file