documentation/helpdesk/overview/sla.rst

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==============================
Service Level Agreements (SLA)
==============================
Service Level Agreements (SLA) are commitments you make with your customers to outline how a
service is delivered. It bolsters trust between you and your customers as it makes clear what
needs to be done, to what standard, and when.
Create your policies
====================
| First, enable the feature on the settings of the team you would like policies to be applied,
going to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`.
| Create your policies through the teams settings page or go to :menuselection:`Helpdesk -->
Configuration --> SLA Policies`.
.. image:: media/new_sla.png
:align: center
:height: 340
:alt: View of an SLA form in Odoo Helpdesk
| Choose to which **Team** the policy is relevant and the **Minimum Priority** a ticket needs to
have for the policy to be applied.
| **Target** is the stage a ticket needs to reach within the period defined to satisfy the
SLA. The period is based on the tickets creation date, and a deadline is set on the tickets form
once it matches an SLA policy rule. If a ticket has more than one policy applied to it, the
closest deadline of all SLAs is the one considered.
| When a ticket has satisfied an SLA policy, the SLA tag appears in green and the deadline field
is not shown anymore.
.. image:: media/ticket_green_tag.png
:align: center
:height: 330
:alt: View of a tickets form emphasizing a satisfied SLA in Odoo Helpdesk
SLA Analysis
============
Go to :menuselection:`Helpdesk --> Reporting --> SLA Status Analysis`. Apply *Filters* and
*Group by* to identify tickets that should be prioritized and keep track of upcoming deadlines.
.. image:: media/sla_analysis.png
:align: center
:alt: View of the SLA status analysis page emphasizing the group by option in Odoo Helpdesk
.. seealso::
- :doc:`../advanced/close_tickets`