218 lines
9.5 KiB
ReStructuredText
218 lines
9.5 KiB
ReStructuredText
==============================
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Service level agreements (SLA)
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==============================
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.. |SLAs| replace:: :abbr:`SLAs (Service Level Agreements)`
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.. |SLA| replace:: :abbr:`SLA (Service Level Agreements)`
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A *service level agreement* (SLA) defines the level of support a customer can expect from a service
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provider. |SLAs| provide a timeline that tells customers when they can expect results and keeps the
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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 |SLAs| feature for the
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team, clear the :guilabel:`SLA Policies` checkbox.
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.. image:: sla/sla-enable.png
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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 |SLA| policy form, enter a :guilabel:`Title` and a :guilabel:`Description` for the new
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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 :icon:`fa-star-o` :guilabel:`(star)` icons, representing the priority level on the
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Kanban card or on the ticket itself. The |SLA| is **only** applied after the priority level has
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been updated on the ticket to match the |SLA| criteria. If no selection is made in this field,
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this policy only applies to tickets marked as `Low Priority`, meaning those with zero
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:icon:`fa-star-o` :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:`Services`: This field is available only if a team has the **Timesheets** app enabled.
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This allows the ticket to link directly to a specific line on a sales order, which must be
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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 :icon:`fa-star-o` :guilabel:`(star)` icons, which
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equates to an `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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: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 |SLA| policy. Any stage assigned to a team may be selected for the :guilabel:`Reach
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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 |SLA| deadline.
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.. example::
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An |SLA| 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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|SLA| 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 |SLA| policy, a deadline is
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calculated. The deadline is based on the creation date of the ticket, as well as the targeted
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working hours.
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.. note::
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The value indicated next to the :guilabel:`Working Hours` field of an |SLA| policy is used to
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determine the deadline. By default, this is determined by the value set in the :guilabel:`Company
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Working Hours` field under :menuselection:`Settings app --> 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 |SLAs|
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applied.
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.. image:: sla/sla-open-deadline.png
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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 |SLA| policy, the |SLA| tag turns green, and the deadline disappears
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from view on the ticket.
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.. image:: sla/sla-deadline.png
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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 |SLA|, the earliest occurring deadline is
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displayed on the ticket. After that deadline has passed, the next deadline is displayed.
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If the |SLA| deadline passes and the ticket has not moved to the :guilabel:`Reach Stage`, the |SLA|
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tag turns red. After the |SLA| has failed, the red tag stays on the ticket, even after the ticket is
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moved to the :guilabel:`Reach Stage`.
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.. image:: sla/sla-passing-failing.png
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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 |SLA| is fulfilled, as well as the
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performance of individual team members. Navigate to the report, and corresponding pivot table, by
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going to :menuselection:`Helpdesk app --> Reporting --> 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 |SLA| policies in the database with
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tickets that failed to fulfill a policy, are in progress, or have satisfied a policy are listed. By
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default, they are grouped by team and ticket count.
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.. figure:: sla/sla-status-analysis.png
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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 :icon:`fa-check` :guilabel:`(check)` icon appears in the
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drop-down menu to indicate that the measurement is included, and a corresponding new column emerges
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in the pivot table to show the relevant calculations.
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.. image:: sla/sla-pivot-measures.png
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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 :icon:`fa-plus-square` :guilabel:`(plus)` icon next to
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the policy name and then select one of the groups. To remove one, click the
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:icon:`fa-minus-square-o` :guilabel:`(minus)` icon next to the policy name.
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.. image:: sla/sla-pivot-groups.png
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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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Switch to the graph view by selecting the :icon:`fa-area-chart` :guilabel:`(graph view)` icon at the
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top of the screen. To switch between the different charts, select the *related icon* at the top of
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the chart, while in graph view.
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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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: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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: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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: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 *bar chart* and *line chart* can utilize the *stacked* view option. This presents two
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or more groups of data on top of each other, instead of next to each other, making it easier to
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compare data. While viewing either a bar chart or line chart, click the :icon:`fa-database`
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:guilabel:`(stacked)` icon to toggle the stacked view option on or off.
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.. image:: sla/sla-report-stacked.png
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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 *cohort* view is used to track the changes in data over a period of time. To display the
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:guilabel:`SLA Status Analysis` report in a cohort view, click the :icon:`oi-view-cohort`
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:guilabel:`(cohort)` icon, next to the other view options.
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.. figure:: sla/sla-report-cohort.png
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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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