diff --git a/content/applications/services/helpdesk/overview/sla.rst b/content/applications/services/helpdesk/overview/sla.rst index 015253e97..2a27eb0f7 100644 --- a/content/applications/services/helpdesk/overview/sla.rst +++ b/content/applications/services/helpdesk/overview/sla.rst @@ -1,47 +1,195 @@ -============================== -Service Level Agreements (SLA) -============================== +=============================== +Service level agreements (SLAs) +=============================== -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. :abbr:`SLAs (Service Level Agreements)` provide a timeline that tells customers when they +can expect results, and keeps the support team on target. -Create your policies -==================== +.. note:: + The *SLA Policies* feature **must** be enabled on newly-created *Helpdesk* teams. -| 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 enable the feature, navigate to :menuselection:`Helpdesk app --> Configuration --> Helpdesk + Teams`. Click on a team to open that team's configuration page. -.. image:: sla/new_sla.png + From here, scroll to the :guilabel:`Performance` section. To turn on the :abbr:`SLAs (Service + Level Agreements)` feature for the team, tick the :guilabel:`SLA Policies` checkbox. Click + :guilabel:`Save` to save the changes. The page may need to be refreshed. + + .. image:: sla/sla-enable.png + :align: center + :alt: The configuration page for a Helpdesk team with the SLA feature enabled. + +Create SLA policy +================= + +To create a new policy, go to :menuselection:`Helpdesk app --> Configuration --> SLA Policies`, and +click :guilabel:`Create`. + +Alternatively, go to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`, and click +on a team. Then, click the :guilabel:`SLA Policies` smart button at the top of the team's settings +page, and click :guilabel:`Create`. + +On the blank :guilabel:`SLA Policies` form, enter a name on the blank line at the top of the form, +and a description in the :guilabel:`Description of the policy...` field. Then, proceed to fill out +the form using the steps below. + +Define SLA policy criteria +-------------------------- + +The :guilabel:`Criteria` section is used to identify which tickets this policy is applied to. + +Fill out the following fields to adjust the selection criteria: + +.. note:: + Unless otherwise indicated, multiple selections can be made for each field. + +- :guilabel:`Helpdesk Team`: a policy can only be applied to one team. *This field is required.* +- :guilabel:`Minimum Priority`: the priority level for a ticket is identified by selecting one, two, + or three of the :guilabel:`⭐ (star)` icons, representing the priority level on the Kanban card, or + on the ticket itself. The :abbr:`SLA (Service Level Agreement)` is **only** applied after 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 applies to all priority levels. +- :guilabel:`Type`: 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 applies to all ticket types. +- :guilabel:`Tags`: tags are used to 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* feature + enabled. This allows the ticket to link directly to a specific line on a sales order, which must + be indicated on the ticket in the :guilabel:`Sales Order Items` field. + +Establish an SLA policy target +------------------------------ + +The :guilabel:`Target` section of an :abbr:`SLA (Service Level Agreement)` policy form, identifies +the stage a ticket needs to reach, and the time allotted to reach that stage, to satisfy the +:abbr:`SLA (Service Level Agreement)` policy. Any stage assigned to a team may be selected for the +:guilabel:`Reach Stage` field. + +.. 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`. Simultaneously, an + :abbr:`SLA (Service Level Agreement)` titled `2 Days to Start` tracks the working time before + work on a ticket has begun, and would have `In Progress` as the :guilabel:`Reach Stage`. + +Time spent in stages selected in the :guilabel:`Excluding Stages` field are **not** included in the +calculation of the :abbr:`SLA (Service Level Agreement)` deadline. + +Meet SLA deadlines +================== + +As soon as 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. + +.. note:: + The value indicated next to the :guilabel:`Working Hours` field of an :abbr:`SLA (Service Level + Agreement)` policy is used to determine the deadline. By default, this is determined by the value + set in the :guilabel:`Company Working Hours` field. To view, or update, this setting, first + enable :doc:`developer mode <../../../general/developer_mode/>`. Then, navigate to + :menuselection:`Settings app --> Technical --> Resources --> Working Times`. + +The deadline is then added to the ticket, as well as a tag indicating the name of the :abbr:`SLA +(Service Level Agreement)` applied. + +When a ticket satisfies an :abbr:`SLA (Service Level Agreement)` policy, the :abbr:`SLA (Service +Level Agreement)` tag turns green, and the deadline disappears from view on the ticket. + +.. figure:: sla/sla-tags.png :align: center - :height: 340 - :alt: View of an SLA form in Odoo Helpdesk + :alt: A Helpdesk ticket with two SLA tags attached. -| 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. + This Helpdesk ticket has two SLA policies applied to it. One of the policies has been satisfied, + so the tag has turned green. The other policy is in progress. -.. image:: sla/ticket_green_tag.png +.. important:: + If a ticket fits the criteria for more than one :abbr:`SLA (Service Level Agreement)`, the + earliest occurring deadline is displayed on the ticket. After that deadline has passed, the next + deadline is displayed. + + .. image:: sla/sla-deadline.png + :align: center + :alt: A Helpdesk ticket with emphasis on the deadline field. + +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 turns red. After the +:abbr:`SLA (Service Level Agreement)` has failed, the red tag stays on the ticket, even after the +ticket is moved to the :guilabel:`Reach Stage`. + +Analyze SLA performance +======================= + +The *SLA Status Analysis* report tracks how quickly an :abbr:`SLA (Service Level Agreement)` is +fulfilled, as well as the performance of individual team members. Navigate to the report, and +corresponding pivot table, by going to :menuselection:`Helpdesk app --> Reporting --> SLA Status +Analysis`. + +Pivot view +---------- + +By default, the report displays in a :guilabel:`Pivot` view. Any :abbr:`SLA (Service Level +Agreement)` policies in the database with tickets that failed to fulfill a policy, are in progress, +or have satisfied a policy are listed. + +.. image:: sla/sla-status-analysis.png :align: center - :height: 330 - :alt: View of a ticket’s form emphasizing a satisfied SLA in Odoo Helpdesk + :alt: The pivot view of the SLA Analysis report. -SLA Analysis -============ +To change the display, or add additional measurements, click the :guilabel:`Measures` button to +reveal a drop-down menu of reporting criteria, and choose from the options available. -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. +Whenever a measurement is picked, a :guilabel:`✔️ (checkmark)` icon appears in the drop-down menu to +indicate that the measurement is included, and a corresponding new column emerges in the pivot table +to show the relevant calculations. -.. image:: sla/sla_analysis.png - :align: center - :alt: View of the SLA status analysis page emphasizing the group by option in Odoo Helpdesk +To add a group to a row or column, click the :guilabel:`➕ (plus)` icon next to the policy name and +then select one of the groups. To remove one, click the :guilabel:`➖ (minus)` icon next to the +policy name. + +Graph view +---------- + +The :guilabel:`SLA Status Analysis` report can also be viewed as a *Bar Chart*, *Line Chart*, or +*Pie Chart*. Toggle between these views by first selecting the :guilabel:`Graph` button at the +top-right of the dashboard. Then, select the appropriate chart icon at the top-left of the graph. + +.. tabs:: + + .. tab:: Bar Chart + + .. figure:: sla/sla-report-bar.png + :align: center + :alt: View of the SLA status analysis report in bar view. + + A bar chart can deal with larger data sets, and compare data across several categories. + + .. tab:: Line Chart + + .. figure:: sla/sla-report-line.png + :align: center + :alt: View of the SLA status analysis report in line view. + + A line chart can visualize data trends or changes over time. + + .. tab:: Pie Chart + + .. figure:: sla/sla-report-pie.png + :align: center + :alt: View of the SLA status analysis report in pie chart view. + + A pie chart compares data among a small number of categories. + +.. tip:: + Both the :guilabel:`Bar Chart` and :guilabel:`Line Chart` views can be :guilabel:`Stacked` by + selecting the :guilabel:`Stacked` icon. This displays two or more groups on top of each other, + instead of next to each other, making it easier to compare data. + + .. image:: sla/sla-report-stacked.png + :align: center + :alt: An example of the SLA analysis report, displaying the stacked bar graph view. .. seealso:: - - :doc:`../advanced/close_tickets` + :doc:`../advanced/close_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-deadline.png b/content/applications/services/helpdesk/overview/sla/sla-deadline.png new file mode 100644 index 000000000..9f60751fb 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..284e6329f 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-report-bar.png b/content/applications/services/helpdesk/overview/sla/sla-report-bar.png new file mode 100644 index 000000000..931ec6f32 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-line.png b/content/applications/services/helpdesk/overview/sla/sla-report-line.png new file mode 100644 index 000000000..20d01c313 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..484c199fe 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-report-stacked.png b/content/applications/services/helpdesk/overview/sla/sla-report-stacked.png new file mode 100644 index 000000000..931933e79 Binary files /dev/null and b/content/applications/services/helpdesk/overview/sla/sla-report-stacked.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..d1358c0bd 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-tags.png b/content/applications/services/helpdesk/overview/sla/sla-tags.png new file mode 100644 index 000000000..0dfa562b2 Binary files /dev/null and b/content/applications/services/helpdesk/overview/sla/sla-tags.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