47 lines
1.9 KiB
ReStructuredText
47 lines
1.9 KiB
ReStructuredText
==============================
|
||
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 team’s 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 ticket’s creation date, and a deadline is set on the ticket’s 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 ticket’s 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` |