diff --git a/content/applications/services/helpdesk/overview/sla.rst b/content/applications/services/helpdesk/overview/sla.rst index 4ea22c79f..189bff5f9 100644 --- a/content/applications/services/helpdesk/overview/sla.rst +++ b/content/applications/services/helpdesk/overview/sla.rst @@ -2,21 +2,23 @@ Service level agreements (SLA) ============================== -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. +.. |SLAs| replace:: :abbr:`SLAs (Service Level Agreements)` +.. |SLA| replace:: :abbr:`SLA (Service Level Agreements)` + +A *service level agreement* (SLA) defines the level of support a customer can expect from a service +provider. |SLAs| provide a timeline that tells customers when they can expect results and keeps the +support team on target. .. note:: - The *SLA Policies* feature is enabled by default on newly created *Helpdesk* teams. + The *SLA Policies* feature is enabled by default on newly created **Helpdesk** teams. To turn off the feature, or edit the working hours, navigate to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`. Click on a team to open that team's configuration page. - From here, scroll to the :guilabel:`Performance` section. To turn off the :abbr:`SLAs (Service - Level Agreements)` feature for the team, clear the :guilabel:`SLA Policies` checkbox. + From here, scroll to the :guilabel:`Performance` section. To turn off the |SLAs| feature for the + team, clear the :guilabel:`SLA Policies` checkbox. .. image:: sla/sla-enable.png - :align: center :alt: View of a team page in Helpdesk focusing on the SLA Policies setting. Create a new SLA policy @@ -29,8 +31,8 @@ Alternatively, go to :menuselection:`Helpdesk app --> Configuration --> Helpdesk on a team. Then, click the :guilabel:`SLA Policies` smart button at the top of the team's settings page, and click :guilabel:`New`. -On the blank :abbr:`SLA (Service Level Agreement)` policy form, enter a :guilabel:`Title` and a -:guilabel:`Description` for the new policy, and proceed to fill out the form using the steps below. +On the blank |SLA| policy form, enter 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 ------------------------------------- @@ -42,89 +44,82 @@ 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:`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 only applies to tickets marked as - `Low Priority`, meaning those with zero :guilabel:`⭐ (star)` icons. -- :guilabel:`Tags`: tags are used to indicate what the ticket is about. Multiple tags can be applied +- :guilabel:`Helpdesk 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 one, two, or + three of the :icon:`fa-star-o` :guilabel:`(star)` icons, representing the priority level on the + Kanban card or on the ticket itself. The |SLA| is **only** applied after the priority level has + been updated on the ticket to match the |SLA| criteria. If no selection is made in this field, + this policy only applies to tickets marked as `Low Priority`, meaning those with zero + :icon:`fa-star-o` :guilabel:`(star)` icons. +- :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* app - 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. +- :guilabel:`Customers`: Individual contacts or companies may be selected in this field. +- :guilabel:`Services`: This field is available only if a team has the **Timesheets** app 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. .. example:: A support team needs to address urgent issues for VIP customers within one business day. The new policy, titled `8 Hours to close`, is assigned to the `VIP Support` team. It **only** - applies to tickets that are assigned three :guilabel:`⭐ (star)` icons, which equates to an - `Urgent` priority level. + applies to tickets that are assigned three :icon:`fa-star-o` :guilabel:`(star)` icons, which + equates to an `Urgent` priority level. At the same time, the tickets can be related to multiple issues, so the policy applies to tickets with `Repair`, `Service`, or `Emergency` tags. .. image:: sla/sla-create-new.png - :align: center :alt: View of a new SLA policy record with all the relevant information entered. Establish a target for an SLA policy ------------------------------------ A *target* is the stage a ticket needs to reach, and the time allotted 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. +to satisfy the |SLA| policy. Any stage assigned to a team may be selected for the :guilabel:`Reach +Stage` field. 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. +calculation of the |SLA| deadline. .. example:: - An :abbr:`SLA (Service Level Agreement)` titled `8 Hours to Close` tracks the working time before + An |SLA| 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 + |SLA| 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`. 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. +As soon as it is determined that a ticket fits the criteria of an |SLA| policy, a deadline is +calculated. The deadline is based on the creation date of the ticket, as well as 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 under :menuselection:`Settings app --> - Employees --> Work Organization`. + The value indicated next to the :guilabel:`Working Hours` field of an |SLA| policy is used to + determine the deadline. By default, this is determined by the value set in the :guilabel:`Company + Working Hours` field under :menuselection:`Settings app --> Employees --> Work Organization`. -The deadline is then added to the ticket, as well as a tag indicating the name of the :abbr:`SLA -(Service Level Agreement)` applied. +The deadline is then added to the ticket, as well as a tag indicating the name of the |SLAs| +applied. .. image:: sla/sla-open-deadline.png - :align: center :alt: View of a ticket's form emphasizing an open SLA deadline on a ticket in Odoo Helpdesk. -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. +When a ticket satisfies an |SLA| policy, the |SLA| tag turns green, and the deadline disappears +from view on the ticket. .. image:: sla/sla-deadline.png - :align: center :alt: View of a ticket's form emphasizing a satisfied SLA in Odoo Helpdesk. .. 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. + If a ticket fits the criteria for more than one |SLA|, the earliest occurring deadline is + displayed on the ticket. After that deadline has passed, the next deadline is displayed. -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`. +If the |SLA| deadline passes and the ticket has not moved to the :guilabel:`Reach Stage`, the |SLA| +tag turns red. After the |SLA| has failed, the red tag stays 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. .. _helpdesk/analyze-sla-performance: @@ -132,20 +127,18 @@ ticket is moved to the :guilabel:`Reach Stage`. Analyze SLA performance ======================= -The :guilabel:`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`. +The :guilabel:`SLA Status Analysis` report tracks how quickly an |SLA| 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. By default, they are grouped by team and ticket count. +By default, the report displays in a :guilabel:`Pivot` view. Any |SLA| policies in the database with +tickets that failed to fulfill a policy, are in progress, or have satisfied a policy are listed. By +default, they are grouped by team and ticket count. .. figure:: sla/sla-status-analysis.png - :align: center :alt: View of the SLA status analysis report in Odoo Helpdesk. The pivot view aggregates data, which can be manipulated by adding measures and filters. @@ -153,36 +146,32 @@ or have satisfied a policy are listed. By default, they are grouped by team and 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. +Whenever a measurement is picked, a :icon:`fa-check` :guilabel:`(check)` 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-pivot-measures.png - :align: center :alt: View of the available measures in the SLA status analysis report. -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. +To add a group to a row or column, click the :icon:`fa-plus-square` :guilabel:`(plus)` icon next to +the policy name and then select one of the groups. To remove one, click the +:icon:`fa-minus-square-o` :guilabel:`(minus)` icon next to the policy name. .. image:: sla/sla-pivot-groups.png - :align: center :alt: View of the available group by options in the SLA status analysis report. Graph view ---------- -The :guilabel:`SLA Status Analysis` report can also be viewed as a :guilabel:`Bar Chart`, -:guilabel:`Line Chart`, or :guilabel:`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. +Switch to the graph view by selecting the :icon:`fa-area-chart` :guilabel:`(graph view)` icon at the +top of the screen. To switch between the different charts, select the *related icon* at the top of +the chart, while in graph view. .. 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. @@ -190,7 +179,6 @@ at the top-left of the graph. .. 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. @@ -198,30 +186,27 @@ at the top-left of the graph. .. 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. + Both the *bar chart* and *line chart* can utilize the *stacked* view option. This presents two + or more groups of data on top of each other, instead of next to each other, making it easier to + compare data. While viewing either a bar chart or line chart, click the :icon:`fa-database` + :guilabel:`(stacked)` icon to toggle the stacked view option on or off. .. image:: sla/sla-report-stacked.png - :align: center :alt: View of the SLA status analysis report in bar view, stacked. Cohort view ----------- -The :guilabel:`Cohort` view is used to track the changes in data over a period of time. To display -the :guilabel:`SLA Status Analysis` report in a :guilabel:`Cohort` view, click the -:guilabel:`Cohort` button, represented by :guilabel:`(four cascading horizontal lines)`, in the -top-right corner, next to the other view options. +The *cohort* view is used to track the changes in data over a period of time. To display the +:guilabel:`SLA Status Analysis` report in a cohort view, click the :icon:`oi-view-cohort` +:guilabel:`(cohort)` icon, next to the other view options. .. figure:: sla/sla-report-cohort.png - :align: center :alt: View of the SLA status analysis report in cohort view. 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