[IMP] Helpdesk: Update SLAs

Co-authored-by: dikd-odoo <dikd@odoo.com>

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
+.. |SLAs| replace:: :abbr:`SLAs (Service Level Agreements)`
-supplier. :abbr:`SLAs (Service Level Agreements)` provide a timeline that tells customers when they
+.. |SLA| replace:: :abbr:`SLA (Service Level Agreements)`
-can expect results, and keeps the support team on target.
+
+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
+   From here, scroll to the :guilabel:`Performance` section. To turn off the |SLAs| feature for the
-   Level Agreements)` feature for the team, clear the :guilabel:`SLA Policies` checkbox.
+   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
+On the blank |SLA| policy form, enter a :guilabel:`Title` and a :guilabel:`Description` for the new
-:guilabel:`Description` for the new policy, and proceed to fill out the form using the steps below.
+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:`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
+- :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
+  three of the :icon:`fa-star-o` :guilabel:`(star)` icons, representing the priority level on the
-  the ticket itself. The :abbr:`SLA (Service Level Agreement)` is **only** applied after the
+  Kanban card or on the ticket itself. The |SLA| is **only** applied after the priority level has
-  priority level has been updated on the ticket to match the :abbr:`SLA (Service Level Agreement)`
+  been updated on the ticket to match the |SLA| criteria. If no selection is made in this field,
-  criteria. If no selection is made in this field, this policy only applies to tickets marked as
+  this policy only applies to tickets marked as `Low Priority`, meaning those with zero
-  `Low Priority`, meaning those with zero :guilabel:`⭐ (star)` icons.
+  :icon:`fa-star-o` :guilabel:`(star)` icons.
-- :guilabel:`Tags`: tags are used to indicate what the ticket is about. Multiple tags can be applied
+- :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:`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
+- :guilabel:`Services`: This field is available only if a team has the **Timesheets** app enabled.
-  enabled. This allows the ticket to link directly to a specific line on a sales order, which must
+  This allows the ticket to link directly to a specific line on a sales order, which must be
-  be indicated on the ticket in the :guilabel:`Sales Order Items` field.
+  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
+   applies to tickets that are assigned three :icon:`fa-star-o` :guilabel:`(star)` icons, which
-   `Urgent` priority level.
+   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
+to satisfy the |SLA| policy. Any stage assigned to a team may be selected for the :guilabel:`Reach
-selected for the :guilabel:`Reach Stage` field.
+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
+As soon as it is determined that a ticket fits the criteria of an |SLA| policy, a deadline is
-Agreement)` policy, a deadline is calculated. The deadline is based on the creation date of the
+calculated. The deadline is based on the creation date of the ticket, as well as the targeted
-ticket, and the targeted working hours.
+working hours.
 
 .. note::
-   The value indicated next to the :guilabel:`Working Hours` field of an :abbr:`SLA (Service Level
+   The value indicated next to the :guilabel:`Working Hours` field of an |SLA| policy is used to
-   Agreement)` policy is used to determine the deadline. By default, this is determined by the value
+   determine the deadline. By default, this is determined by the value set in the :guilabel:`Company
-   set in the :guilabel:`Company Working Hours` field under :menuselection:`Settings app -->
+   Working Hours` field under :menuselection:`Settings app --> Employees --> Work Organization`.
-   Employees --> Work Organization`.
 
-The deadline is then added to the ticket, as well as a tag indicating the name of the :abbr:`SLA
+The deadline is then added to the ticket, as well as a tag indicating the name of the |SLAs|
-(Service Level Agreement)` applied.
+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
+When a ticket satisfies an |SLA| policy, the |SLA| tag turns green, and the deadline disappears
-Level Agreement)` tag turns green, and the deadline disappears from view on the ticket.
+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
+   If a ticket fits the criteria for more than one |SLA|, the earliest occurring deadline is
-   earliest occurring deadline is displayed on the ticket. After that deadline has passed, the next
+   displayed on the ticket. After that deadline has passed, the next deadline is displayed.
-   deadline is displayed.
 
-If the :abbr:`SLA (Service Level Agreement)` deadline passes and the ticket has not moved to the
+If the |SLA| deadline passes and the ticket has not moved to the :guilabel:`Reach Stage`, the |SLA|
-:guilabel:`Reach Stage`, the :abbr:`SLA (Service Level Agreement)` tag turns red. After the
+tag turns red. After the |SLA| has failed, the red tag stays on the ticket, even after the ticket is
-:abbr:`SLA (Service Level Agreement)` has failed, the red tag stays on the ticket, even after the
+moved to the :guilabel:`Reach Stage`.
-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
+The :guilabel:`SLA Status Analysis` report tracks how quickly an |SLA| is fulfilled, as well as the
-Agreement)` is fulfilled, as well as the performance of individual team members. Navigate to the
+performance of individual team members. Navigate to the report, and corresponding pivot table, by
-report, and corresponding pivot table, by going to :menuselection:`Helpdesk app --> Reporting -->
+going to :menuselection:`Helpdesk app --> Reporting --> SLA Status Analysis`.
-SLA Status Analysis`.
 
 Pivot view
 ----------
 
-By default, the report displays in a :guilabel:`Pivot` view. Any :abbr:`SLA (Service Level
+By default, the report displays in a :guilabel:`Pivot` view. Any |SLA| policies in the database with
-Agreement)` policies in the database with tickets that failed to fulfill a policy, are in progress,
+tickets that failed to fulfill a policy, are in progress, or have satisfied a policy are listed. By
-or have satisfied a policy are listed. By default, they are grouped by team and ticket count.
+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
+Whenever a measurement is picked, a :icon:`fa-check` :guilabel:`(check)` icon appears in the
-indicate that the measurement is included, and a corresponding new column emerges in the pivot table
+drop-down menu to indicate that the measurement is included, and a corresponding new column emerges
-to show the relevant calculations.
+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
+To add a group to a row or column, click the :icon:`fa-plus-square` :guilabel:`(plus)` icon next to
-then select one of the groups. To remove one, click the :guilabel:`➖ (minus)` icon next to the
+the policy name and then select one of the groups. To remove one, click the
-policy name.
+: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`,
+Switch to the graph view by selecting the :icon:`fa-area-chart` :guilabel:`(graph view)` icon at the
-:guilabel:`Line Chart`, or :guilabel:`Pie Chart`. Toggle between these views by first selecting the
+top of the screen. To switch between the different charts, select the *related icon* at the top of
-:guilabel:`Graph` button at the top-right of the dashboard. Then, select the appropriate chart icon
+the chart, while in graph view.
-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.
@@ -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
+   Both the *bar chart* and *line chart* can utilize the *stacked* view option. This presents two
-   selecting the :guilabel:`Stacked` icon. This displays two or more groups on top of each other
+   or more groups of data on top of each other, instead of next to each other, making it easier to
-   instead of next to each other, making it easier to compare data.
+   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 *cohort* view is used to track the changes in data over a period of time. To display the
-the :guilabel:`SLA Status Analysis` report in a :guilabel:`Cohort` view, click the
+:guilabel:`SLA Status Analysis` report in a cohort view, click the :icon:`oi-view-cohort`
-:guilabel:`Cohort` button, represented by :guilabel:`(four cascading horizontal lines)`, in the
+:guilabel:`(cohort)` icon, next to the other view options.
-top-right corner, 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.
 
    The cohort view examines the life cycle of data over time.