[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>

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
+A *service level agreement* (SLA) defines the level of service a customer can expect from a
-service is delivered. It bolsters trust between you and your customers as it makes clear what
+supplier. :abbr:`SLAs (Service Level Agreements)` provide a timeline that tells customers when they
-needs to be done, to what standard, and when.
+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,
+   To enable the feature, navigate to :menuselection:`Helpdesk app --> Configuration --> Helpdesk
-  going to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`.
+   Teams`. Click on a team to open that team's configuration page.
-| Create your policies through the team’s settings page or go to :menuselection:`Helpdesk -->
-  Configuration --> SLA Policies`.
 
-.. 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
-   :height: 340
+      :alt: The configuration page for a Helpdesk team with the SLA feature enabled.
-   :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
+Create SLA policy
-  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:: sla/ticket_green_tag.png
+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: 330
+   :alt: A Helpdesk ticket with two SLA tags attached.
-   :alt: View of a ticket’s form emphasizing a satisfied SLA in Odoo Helpdesk
 
-SLA Analysis
+   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.
 
-Go to :menuselection:`Helpdesk --> Reporting --> SLA Status Analysis`. Apply *Filters* and
+.. important::
-*Group by* to identify tickets that should be prioritized and keep track of upcoming deadlines.
+   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_analysis.png
+   .. image:: sla/sla-deadline.png
       :align: center
-   :alt: View of the SLA status analysis page emphasizing the group by option in Odoo Helpdesk
+      :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
+   :alt: The pivot view of the SLA Analysis report.
+
+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.
+
+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.
+
+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`