f036553f5a
closes odoo/documentation#9209 Signed-off-by: Jessica Rogers (jero) <jero@odoo.com> Co-authored-by: Felicia Kuan <feku@odoo.com> Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com> Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>
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233 lines
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==============================
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Service level agreements (SLA)
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==============================
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A *service level agreement* (SLA) defines the level of service a customer can expect from a
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supplier. :abbr:`SLAs (Service Level Agreements)` provide a timeline that tells customers when they
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can expect results, and keeps the support team on target.
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.. note::
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The *SLA Policies* feature is enabled by default on newly created *Helpdesk* teams.
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To turn off the feature, or edit the working hours, navigate to :menuselection:`Helpdesk app -->
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Configuration --> Helpdesk Teams`. Click on a team to open that team's configuration page.
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From here, scroll to the :guilabel:`Performance` section. To turn off the :abbr:`SLAs (Service
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Level Agreements)` feature for the team, clear the :guilabel:`SLA Policies` checkbox.
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.. image:: sla/sla-enable.png
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:align: center
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:alt: View of a team page in Helpdesk focusing on the SLA Policies setting.
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Create a new SLA policy
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=======================
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To create a new policy, go to :menuselection:`Helpdesk app --> Configuration --> SLA Policies`, and
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click :guilabel:`New`.
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Alternatively, go to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`, and click
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on a team. Then, click the :guilabel:`SLA Policies` smart button at the top of the team's settings
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page, and click :guilabel:`New`.
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On the blank :abbr:`SLA (Service Level Agreement)` policy form, enter a :guilabel:`Title` and a
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:guilabel:`Description` for the new policy, and proceed to fill out the form using the steps below.
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Define the criteria for an SLA policy
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-------------------------------------
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The :guilabel:`Criteria` section is used to identify which tickets this policy is applied to.
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Fill out the following fields to adjust the selection criteria:
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.. note::
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Unless otherwise indicated, multiple selections can be made for each field.
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- :guilabel:`Helpdesk Team`: a policy can only be applied to one team. *This field is required.*
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- :guilabel:`Priority`: the priority level for a ticket is identified by selecting one, two, or
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three of the :guilabel:`⭐ (star)` icons, representing the priority level on the Kanban card or on
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the ticket itself. The :abbr:`SLA (Service Level Agreement)` is **only** applied after the
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priority level has been updated on the ticket to match the :abbr:`SLA (Service Level Agreement)`
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criteria. If no selection is made in this field, this policy only applies to tickets marked as
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`Low Priority`, meaning those with zero :guilabel:`⭐ (star)` icons.
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- :guilabel:`Tags`: tags are used to indicate what the ticket is about. Multiple tags can be applied
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to a single ticket.
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- :guilabel:`Customers`: individual contacts or companies may be selected in this field.
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- :guilabel:`Sales Order Items`: this field is available only if a team has the *Timesheets* app
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enabled. This allows the ticket to link directly to a specific line on a sales order, which must
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be indicated on the ticket in the :guilabel:`Sales Order Items` field.
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.. example::
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A support team needs to address urgent issues for VIP customers within one business day.
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The new policy, titled `8 Hours to close`, is assigned to the `VIP Support` team. It **only**
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applies to tickets that are assigned three :guilabel:`⭐ (star)` icons, which equates to an
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`Urgent` priority level.
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At the same time, the tickets can be related to multiple issues, so the policy applies to tickets
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with `Repair`, `Service`, or `Emergency` tags.
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.. image:: sla/sla-create-new.png
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:align: center
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:alt: View of a new SLA policy record with all the relevant information entered.
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Establish a target for an SLA policy
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------------------------------------
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A *target* is the stage a ticket needs to reach, and the time allotted to reach that stage, in order
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to satisfy the :abbr:`SLA (Service Level Agreement)` policy. Any stage assigned to a team may be
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selected for the :guilabel:`Reach Stage` field.
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Time spent in stages selected in the :guilabel:`Excluding Stages` field are **not** included in the
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calculation of the :abbr:`SLA (Service Level Agreement)` deadline.
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.. example::
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An :abbr:`SLA (Service Level Agreement)` titled `8 Hours to Close` tracks the working time before
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a ticket is completed, and would have `Solved` as the :guilabel:`Reach Stage`. Simultaneously, an
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:abbr:`SLA (Service Level Agreement)` titled `2 Days to Start` tracks the working time before
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work on a ticket has begun, and would have `In Progress` as the :guilabel:`Reach Stage`.
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Meet SLA deadlines
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==================
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As soon as it is determined that a ticket fits the criteria of an :abbr:`SLA (Service Level
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Agreement)` policy, a deadline is calculated. The deadline is based on the creation date of the
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ticket, and the targeted working hours.
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.. note::
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The value indicated next to the :guilabel:`Working Hours` field of an :abbr:`SLA (Service Level
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Agreement)` policy is used to determine the deadline. By default, this is determined by the value
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set in the :guilabel:`Company Working Hours` field under :menuselection:`Settings app -->
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Employees --> Work Organization`.
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The deadline is then added to the ticket, as well as a tag indicating the name of the :abbr:`SLA
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(Service Level Agreement)` applied.
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.. image:: sla/sla-open-deadline.png
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:align: center
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:alt: View of a ticket's form emphasizing an open SLA deadline on a ticket in Odoo Helpdesk.
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When a ticket satisfies an :abbr:`SLA (Service Level Agreement)` policy, the :abbr:`SLA (Service
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Level Agreement)` tag turns green, and the deadline disappears from view on the ticket.
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.. image:: sla/sla-deadline.png
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:align: center
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:alt: View of a ticket's form emphasizing a satisfied SLA in Odoo Helpdesk.
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.. important::
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If a ticket fits the criteria for more than one :abbr:`SLA (Service Level Agreement)`, the
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earliest occurring deadline is displayed on the ticket. After that deadline has passed, the next
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deadline is displayed.
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If the :abbr:`SLA (Service Level Agreement)` deadline passes and the ticket has not moved to the
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:guilabel:`Reach Stage`, the :abbr:`SLA (Service Level Agreement)` tag turns red. After the
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:abbr:`SLA (Service Level Agreement)` has failed, the red tag stays on the ticket, even after the
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ticket is moved to the :guilabel:`Reach Stage`.
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.. image:: sla/sla-passing-failing.png
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:align: center
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:alt: View of a ticket's form with a failing and passing SLA in Odoo Helpdesk.
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.. _helpdesk/analyze-sla-performance:
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Analyze SLA performance
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=======================
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The :guilabel:`SLA Status Analysis` report tracks how quickly an :abbr:`SLA (Service Level
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Agreement)` is fulfilled, as well as the performance of individual team members. Navigate to the
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report, and corresponding pivot table, by going to :menuselection:`Helpdesk app --> Reporting -->
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SLA Status Analysis`.
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Pivot view
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----------
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By default, the report displays in a :guilabel:`Pivot` view. Any :abbr:`SLA (Service Level
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Agreement)` policies in the database with tickets that failed to fulfill a policy, are in progress,
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or have satisfied a policy are listed. By default, they are grouped by team and ticket count.
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.. figure:: sla/sla-status-analysis.png
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:align: center
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:alt: View of the SLA status analysis report in Odoo Helpdesk.
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The pivot view aggregates data, which can be manipulated by adding measures and filters.
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To change the display, or add additional measurements, click the :guilabel:`Measures` button to
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reveal a drop-down menu of reporting criteria, and choose from the options available.
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Whenever a measurement is picked, a :guilabel:`✔️ (checkmark)` icon appears in the drop-down menu to
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indicate that the measurement is included, and a corresponding new column emerges in the pivot table
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to show the relevant calculations.
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.. image:: sla/sla-pivot-measures.png
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:align: center
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:alt: View of the available measures in the SLA status analysis report.
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To add a group to a row or column, click the :guilabel:`➕ (plus)` icon next to the policy name and
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then select one of the groups. To remove one, click the :guilabel:`➖ (minus)` icon next to the
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policy name.
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.. image:: sla/sla-pivot-groups.png
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:align: center
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:alt: View of the available group by options in the SLA status analysis report.
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Graph view
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----------
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The :guilabel:`SLA Status Analysis` report can also be viewed as a :guilabel:`Bar Chart`,
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:guilabel:`Line Chart`, or :guilabel:`Pie Chart`. Toggle between these views by first selecting the
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:guilabel:`Graph` button at the top-right of the dashboard. Then, select the appropriate chart icon
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at the top-left of the graph.
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.. tabs::
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.. tab:: Bar Chart
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.. figure:: sla/sla-report-bar.png
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:align: center
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:alt: View of the SLA status analysis report in bar view.
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A bar chart can deal with larger data sets and compare data across several categories.
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.. tab:: Line Chart
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.. figure:: sla/sla-report-line.png
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:align: center
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:alt: View of the SLA status analysis report in line view.
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A line chart can visualize data trends or changes over time.
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.. tab:: Pie Chart
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.. figure:: sla/sla-report-pie.png
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:align: center
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:alt: View of the SLA status analysis report in pie chart view.
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A pie chart compares data among a small number of categories.
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.. tip::
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Both the :guilabel:`Bar Chart` and :guilabel:`Line Chart` views can be :guilabel:`Stacked` by
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selecting the :guilabel:`Stacked` icon. This displays two or more groups on top of each other
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instead of next to each other, making it easier to compare data.
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.. image:: sla/sla-report-stacked.png
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:align: center
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:alt: View of the SLA status analysis report in bar view, stacked.
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Cohort view
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-----------
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The :guilabel:`Cohort` view is used to track the changes in data over a period of time. To display
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the :guilabel:`SLA Status Analysis` report in a :guilabel:`Cohort` view, click the
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:guilabel:`Cohort` button, represented by :guilabel:`(four cascading horizontal lines)`, in the
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top-right corner, next to the other view options.
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.. figure:: sla/sla-report-cohort.png
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:align: center
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:alt: View of the SLA status analysis report in cohort view.
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The cohort view examines the life cycle of data over time.
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.. seealso::
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- :ref:`Reporting views <reporting/views>`
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- :doc:`Allow customers to close their tickets
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</applications/services/helpdesk/advanced/close_tickets>`
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