[IMP] helpdesk: sla 15.0
closes odoo/documentation#8819 Signed-off-by: Samuel Lieber (sali) <sali@odoo.com> Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com> Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
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==============================
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Service Level Agreements (SLA)
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==============================
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===============================
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Service level agreements (SLAs)
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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
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supplier. :abbr:`SLAs (Service Level Agreements)` provide a timeline that tells customers when they
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can expect results, and keeps the support team on target.
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Create your policies
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====================
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.. note::
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The *SLA Policies* feature **must** be enabled on newly-created *Helpdesk* teams.
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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 enable the feature, navigate to :menuselection:`Helpdesk app --> Configuration --> Helpdesk
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Teams`. Click on a team to open that team's configuration page.
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.. image:: sla/new_sla.png
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From here, scroll to the :guilabel:`Performance` section. To turn on the :abbr:`SLAs (Service
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Level Agreements)` feature for the team, tick the :guilabel:`SLA Policies` checkbox. Click
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:guilabel:`Save` to save the changes. The page may need to be refreshed.
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.. image:: sla/sla-enable.png
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:align: center
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:alt: The configuration page for a Helpdesk team with the SLA feature enabled.
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Create SLA policy
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=================
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To create a new policy, go to :menuselection:`Helpdesk app --> Configuration --> SLA Policies`, and
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click :guilabel:`Create`.
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Alternatively, go to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`, and click
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on a team. Then, click the :guilabel:`SLA Policies` smart button at the top of the team's settings
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page, and click :guilabel:`Create`.
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On the blank :guilabel:`SLA Policies` form, enter a name on the blank line at the top of the form,
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and a description in the :guilabel:`Description of the policy...` field. Then, proceed to fill out
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the form using the steps below.
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Define SLA policy criteria
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--------------------------
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The :guilabel:`Criteria` section is used to identify which tickets this policy is applied to.
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Fill out the following fields to adjust the selection criteria:
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.. note::
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Unless otherwise indicated, multiple selections can be made for each field.
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- :guilabel:`Helpdesk Team`: a policy can only be applied to one team. *This field is required.*
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- :guilabel:`Minimum Priority`: the priority level for a ticket is identified by selecting one, two,
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or three of the :guilabel:`⭐ (star)` icons, representing the priority level on the Kanban card, or
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on the ticket itself. The :abbr:`SLA (Service Level Agreement)` is **only** applied after the
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priority level has been updated on the ticket to match the :abbr:`SLA (Service Level Agreement)`
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criteria. If no selection is made in this field, this policy applies to all priority levels.
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- :guilabel:`Type`: ticket types can be helpful when indicating when a ticket is a customer
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question that can be solved with a quick response, or an issue that may require additional
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investigation. Multiple ticket types can be selected for this field. If no selection is made, this
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policy applies to all ticket types.
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- :guilabel:`Tags`: tags are used to indicate what the ticket is about. Multiple tags can be applied
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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* feature
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enabled. This allows the ticket to link 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 Items` field.
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Establish an SLA policy target
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------------------------------
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The :guilabel:`Target` section of an :abbr:`SLA (Service Level Agreement)` policy form, identifies
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the stage a ticket needs to reach, and the time allotted to reach that stage, to satisfy the
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:abbr:`SLA (Service Level Agreement)` policy. Any stage assigned to a team may be selected for the
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:guilabel:`Reach Stage` field.
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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`. Simultaneously, an
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:abbr:`SLA (Service Level Agreement)` titled `2 Days to Start` tracks the working time before
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work on a ticket has begun, and would have `In Progress` as the :guilabel:`Reach Stage`.
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Time spent in stages selected in the :guilabel:`Excluding Stages` field are **not** included in the
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calculation of the :abbr:`SLA (Service Level Agreement)` deadline.
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Meet SLA deadlines
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==================
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As soon as it is determined that a ticket fits the criteria of an :abbr:`SLA (Service Level
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Agreement)` policy, a deadline is calculated. The deadline is based on the creation date of the
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ticket, and the targeted working hours.
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.. note::
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The value indicated next to the :guilabel:`Working Hours` field of an :abbr:`SLA (Service Level
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Agreement)` policy is used to determine the deadline. By default, this is determined by the value
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set in the :guilabel:`Company Working Hours` field. To view, or update, this setting, first
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enable :doc:`developer mode <../../../general/developer_mode/>`. Then, navigate to
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:menuselection:`Settings app --> Technical --> Resources --> Working Times`.
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The deadline is then added to the ticket, as well as a tag indicating the name of the :abbr:`SLA
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(Service Level Agreement)` applied.
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When 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 deadline disappears from view on the ticket.
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.. figure:: sla/sla-tags.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: A Helpdesk ticket with two SLA tags attached.
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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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This Helpdesk ticket has two SLA policies applied to it. One of the policies has been satisfied,
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so the tag has turned green. The other policy is in progress.
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.. image:: sla/ticket_green_tag.png
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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 is displayed on the ticket. After that deadline has passed, the next
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deadline is displayed.
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.. image:: sla/sla-deadline.png
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:align: center
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:alt: A Helpdesk ticket with emphasis on the deadline field.
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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 turns red. After the
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:abbr:`SLA (Service Level Agreement)` has failed, the red tag stays on the ticket, even after the
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ticket is moved to the :guilabel:`Reach Stage`.
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Analyze SLA performance
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=======================
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The *SLA Status Analysis* report tracks how quickly an :abbr:`SLA (Service Level Agreement)` is
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fulfilled, as well as the performance of individual team members. Navigate to the report, and
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corresponding pivot table, by going to :menuselection:`Helpdesk app --> Reporting --> SLA Status
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Analysis`.
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Pivot view
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----------
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By default, the report displays in a :guilabel:`Pivot` view. Any :abbr:`SLA (Service Level
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Agreement)` policies in the database with tickets that failed to fulfill a policy, are in progress,
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or have satisfied a policy are listed.
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.. image:: sla/sla-status-analysis.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: The pivot view of the SLA Analysis report.
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SLA Analysis
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============
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To change the display, or add additional measurements, click the :guilabel:`Measures` button to
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reveal a drop-down menu of reporting criteria, and choose from the options available.
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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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Whenever a measurement is picked, a :guilabel:`✔️ (checkmark)` icon appears in the drop-down menu to
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indicate that the measurement is included, and a corresponding new column emerges in the pivot table
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to show the relevant calculations.
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.. image:: sla/sla_analysis.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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To add a group to a row or column, click the :guilabel:`➕ (plus)` icon next to the policy name and
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then select one of the groups. To remove one, click the :guilabel:`➖ (minus)` icon next to the
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policy name.
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Graph view
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----------
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The :guilabel:`SLA Status Analysis` report can also be viewed as a *Bar Chart*, *Line Chart*, or
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*Pie Chart*. Toggle between these views by first selecting the :guilabel:`Graph` button at the
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top-right of the dashboard. Then, select the appropriate chart icon at the top-left of the graph.
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.. tabs::
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.. tab:: Bar Chart
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.. figure:: 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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A bar chart can deal with larger data sets, and compare data across several categories.
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.. tab:: Line Chart
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.. figure:: 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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A line chart can visualize data trends or changes over time.
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.. tab:: Pie Chart
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.. figure:: 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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A pie chart compares data among a small number of categories.
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.. tip::
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Both the :guilabel:`Bar Chart` and :guilabel:`Line Chart` views can be :guilabel:`Stacked` by
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selecting the :guilabel:`Stacked` icon. This displays two or more groups on top of each other,
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instead of next to each other, making it easier to compare data.
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.. image:: sla/sla-report-stacked.png
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:align: center
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:alt: An example of the SLA analysis report, displaying the stacked bar graph view.
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.. seealso::
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- :doc:`../advanced/close_tickets`
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:doc:`../advanced/close_tickets`
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