250bc3ab21
Since odoo/documentation#903, the guideline for the location of new resource (images, downloadable files, RST includes...) files is to place those inside the directory of the RST page that references them. For example, if `doc1.rst` has a reference to `image.png` and to `download.zip`, the file structure should look like this: ├── parent_doc/ │ └── doc1/ │ │ └── image.png │ │ └── download.zip │ └── doc1.rst │ └── doc2.rst ├── parent_doc.rst Before this commit, most of the resource files were still located inside 'media' directories holding all the resource files referenced by RST pages located at the same level as these directories. In the example above, a single 'media' directory would hold all the resource files referenced by both `doc1.rst` and `doc2.rst`. Doing so prevented us from figuring out easily which resource file was referenced by which RST page and, thus, lead to unused resource files piling up in the repository. It also made it more complicated to define codeowners regex rules because a team could not simply be assigned to `/some_page.*` but needed to be assigned to both `/some_page\.rst` and to the location of 'media'. In order to help new content writers figure out the guideline when taking examples from other RST pages, this commit retroactively applies the guideline to existing resource files and 'media' directories. The left-over resource files that are not referenced by any RST page are removed. task-2497965 Part-of: odoo/documentation#2066
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ReStructuredText
47 lines
1.9 KiB
ReStructuredText
==============================
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Service Level Agreements (SLA)
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==============================
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Service Level Agreements (SLA) are commitments you make with your customers to outline how a
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service is delivered. It bolsters trust between you and your customers as it makes clear what
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needs to be done, to what standard, and when.
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Create your policies
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====================
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| First, enable the feature on the settings of the team you would like policies to be applied,
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going to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`.
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| Create your policies through the team’s settings page or go to :menuselection:`Helpdesk -->
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Configuration --> SLA Policies`.
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.. image:: sla/new_sla.png
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:align: center
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:height: 340
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:alt: View of an SLA form in Odoo Helpdesk
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| Choose to which **Team** the policy is relevant and the **Minimum Priority** a ticket needs to
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have for the policy to be applied.
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| **Target** is the stage a ticket needs to reach within the period defined to satisfy the
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SLA. The period is based on the ticket’s creation date, and a deadline is set on the ticket’s form
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once it matches an SLA policy rule. If a ticket has more than one policy applied to it, the
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closest deadline of all SLAs is the one considered.
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| When a ticket has satisfied an SLA policy, the SLA tag appears in green and the deadline field
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is not shown anymore.
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.. image:: sla/ticket_green_tag.png
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:align: center
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:height: 330
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:alt: View of a ticket’s form emphasizing a satisfied SLA in Odoo Helpdesk
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SLA Analysis
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============
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Go to :menuselection:`Helpdesk --> Reporting --> SLA Status Analysis`. Apply *Filters* and
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*Group by* to identify tickets that should be prioritized and keep track of upcoming deadlines.
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.. image:: sla/sla_analysis.png
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:align: center
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:alt: View of the SLA status analysis page emphasizing the group by option in Odoo Helpdesk
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.. seealso::
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- :doc:`../advanced/close_tickets` |