--- substitutions: SLA: '{abbr}`SLA (Service Level Agreements)`' SLAs: '{abbr}`SLAs (Service Level Agreements)`' --- # Service level agreements (SLA) 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. 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 {{ SLAs }} feature for the team, clear the {guilabel}`SLA Policies` checkbox. ```{image} sla/sla-enable.png :alt: View of a team page in Helpdesk focusing on the SLA Policies setting. ``` ::: ## Create a new SLA policy To create a new policy, go to {menuselection}`Helpdesk app --> Configuration --> SLA Policies`, and click {guilabel}`New`. 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}`New`. 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 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}`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}`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. ```{eval-rst} .. 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 :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 :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 {{ 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 {{ SLA }} deadline. ```{eval-rst} .. example:: 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 |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 {{ 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 {{ 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 {{ SLAs }} applied. ```{image} sla/sla-open-deadline.png :alt: View of a ticket's form emphasizing an open SLA deadline on a ticket in Odoo : Helpdesk. ``` 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 :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 {{ SLA }}, the earliest occurring deadline is displayed on the ticket. After that deadline has passed, the next deadline is displayed. ::: 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 :alt: View of a ticket's form with a failing and passing SLA in Odoo Helpdesk. ``` (helpdesk-analyze-sla-performance)= ## Analyze SLA performance 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 {{ 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 :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. ::: 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 {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 :alt: View of the available measures in the SLA status analysis report. ``` 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 :alt: View of the available group by options in the SLA status analysis report. ``` ### Graph view 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. ```{eval-rst} .. tabs:: .. tab:: Bar Chart .. figure:: sla/sla-report-bar.png :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 :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 :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 *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 :alt: View of the SLA status analysis report in bar view, stacked. ``` ::: ### Cohort view 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 :alt: View of the SLA status analysis report in cohort view. The cohort view examines the life cycle of data over time. ::: :::{seealso} - {ref}`Reporting views ` - {doc}`Allow customers to close their tickets ` :::