[IMP] Helpdesk: Update SLAs

closes #11691

Signed-off-by: Jessica Rogers (jero) <[email protected]>
Co-authored-by: dikd-odoo <[email protected]>

content/applications/services/helpdesk/overview/sla.rst

@@ -2,21 +2,23 @@
 Service level agreements (SLA)
 ==============================
 
-A *service level agreement* (SLA) defines the level of service a customer can expect from a
-supplier. :abbr:`SLAs (Service Level Agreements)` provide a timeline that tells customers when they
-can expect results, and keeps the support team on target.
+.. |SLAs| replace:: :abbr:`SLAs (Service Level Agreements)`
+.. |SLA| replace:: :abbr:`SLA (Service Level Agreements)`
+
+A *service level agreement* (SLA) defines the level of support a customer can expect from a service
+provider. |SLAs| provide a timeline that tells customers when they can expect results and keeps the
+support team on target.
 
 .. note::
-   The *SLA Policies* feature is enabled by default on newly created *Helpdesk* teams.
+   The *SLA Policies* feature is enabled by default on newly created **Helpdesk** teams.
 
    To turn off the feature, or edit the working hours, navigate to :menuselection:`Helpdesk app -->
    Configuration --> Helpdesk Teams`. Click on a team to open that team's configuration page.
 
-   From here, scroll to the :guilabel:`Performance` section. To turn off the :abbr:`SLAs (Service
-   Level Agreements)` feature for the team, clear the :guilabel:`SLA Policies` checkbox.
+   From here, scroll to the :guilabel:`Performance` section. To turn off the |SLAs| feature for the
+   team, clear the :guilabel:`SLA Policies` checkbox.
 
    .. image:: sla/sla-enable.png
-      :align: center
       :alt: View of a team page in Helpdesk focusing on the SLA Policies setting.
 
 Create a new SLA policy
@@ -29,8 +31,8 @@ Alternatively, go to :menuselection:`Helpdesk app --> Configuration --> Helpdesk
 on a team. Then, click the :guilabel:`SLA Policies` smart button at the top of the team's settings
 page, and click :guilabel:`New`.
 
-On the blank :abbr:`SLA (Service Level Agreement)` policy form, enter a :guilabel:`Title` and a
-:guilabel:`Description` for the new policy, and proceed to fill out the form using the steps below.
+On the blank |SLA| policy form, enter a :guilabel:`Title` and a :guilabel:`Description` for the new
+policy, and proceed to fill out the form using the steps below.
 
 Define the criteria for an SLA policy
 -------------------------------------
@@ -42,186 +44,169 @@ Fill out the following fields to adjust the selection criteria:
 .. note::
    Unless otherwise indicated, multiple selections can be made for each field.
 
-- :guilabel:`Helpdesk Team`: a policy can only be applied to one team. *This field is required.*
-- :guilabel:`Priority`: the priority level for a ticket is identified by selecting one, two, or
-  three of the :guilabel:`⭐ (star)` icons, representing the priority level on the Kanban card or on
-  the ticket itself. The :abbr:`SLA (Service Level Agreement)` is **only** applied after the
-  priority level has been updated on the ticket to match the :abbr:`SLA (Service Level Agreement)`
-  criteria. If no selection is made in this field, this policy only applies to tickets marked as
-  `Low Priority`, meaning those with zero :guilabel:`⭐ (star)` icons.
-- :guilabel:`Tags`: tags are used to indicate what the ticket is about. Multiple tags can be applied
+- :guilabel:`Helpdesk Team`: A policy can only be applied to one team. *This field is required.*
+- :guilabel:`Priority`: The priority level for a ticket is identified by selecting one, two, or
+  three of the :icon:`fa-star-o` :guilabel:`(star)` icons, representing the priority level on the
+  Kanban card or on the ticket itself. The |SLA| is **only** applied after the priority level has
+  been updated on the ticket to match the |SLA| criteria. If no selection is made in this field,
+  this policy only applies to tickets marked as `Low Priority`, meaning those with zero
+  :icon:`fa-star-o` :guilabel:`(star)` icons.
+- :guilabel:`Tags`: Tags are used to indicate what the ticket is about. Multiple tags can be applied
   to a single ticket.
-- :guilabel:`Customers`: individual contacts or companies may be selected in this field.
-- :guilabel:`Sales Order Items`: this field is available only if a team has the *Timesheets* app
-  enabled. This allows the ticket to link directly to a specific line on a sales order, which must
-  be indicated on the ticket in the :guilabel:`Sales Order Items` field.
+- :guilabel:`Customers`: Individual contacts or companies may be selected in this field.
+- :guilabel:`Services`: This field is available only if a team has the **Timesheets** app enabled.
+  This allows the ticket to link directly to a specific line on a sales order, which must be
+  indicated on the ticket in the :guilabel:`Sales Order Items` field.
 
 .. example::
    A support team needs to address urgent issues for VIP customers within one business day.
 
    The new policy, titled `8 Hours to close`, is assigned to the `VIP Support` team. It **only**
-   applies to tickets that are assigned three :guilabel:`⭐ (star)` icons, which equates to an
-   `Urgent` priority level.
+   applies to tickets that are assigned three :icon:`fa-star-o` :guilabel:`(star)` icons, which
+   equates to an `Urgent` priority level.
 
    At the same time, the tickets can be related to multiple issues, so the policy applies to tickets
    with `Repair`, `Service`, or `Emergency` tags.
 
    .. image:: sla/sla-create-new.png
-      :align: center
       :alt: View of a new SLA policy record with all the relevant information entered.
 
 Establish a target for an SLA policy
 ------------------------------------
 
 A *target* is the stage a ticket needs to reach, and the time allotted to reach that stage, in order
-to satisfy the :abbr:`SLA (Service Level Agreement)` policy. Any stage assigned to a team may be
-selected for the :guilabel:`Reach Stage` field.
+to satisfy the |SLA| policy. Any stage assigned to a team may be selected for the :guilabel:`Reach
+Stage` field.
 
 Time spent in stages selected in the :guilabel:`Excluding Stages` field are **not** included in the
-calculation of the :abbr:`SLA (Service Level Agreement)` deadline.
+calculation of the |SLA| deadline.
 
 .. example::
-   An :abbr:`SLA (Service Level Agreement)` titled `8 Hours to Close` tracks the working time before
+   An |SLA| titled `8 Hours to Close` tracks the working time before
    a ticket is completed, and would have `Solved` as the :guilabel:`Reach Stage`. Simultaneously, an
-   :abbr:`SLA (Service Level Agreement)` titled `2 Days to Start` tracks the working time before
+   |SLA| titled `2 Days to Start` tracks the working time before
    work on a ticket has begun, and would have `In Progress` as the :guilabel:`Reach Stage`.
 
 Meet SLA deadlines
 ==================
 
-As soon as it is determined that a ticket fits the criteria of an :abbr:`SLA (Service Level
-Agreement)` policy, a deadline is calculated. The deadline is based on the creation date of the
-ticket, and the targeted working hours.
+As soon as it is determined that a ticket fits the criteria of an |SLA| policy, a deadline is
+calculated. The deadline is based on the creation date of the ticket, as well as the targeted
+working hours.
 
 .. note::
-   The value indicated next to the :guilabel:`Working Hours` field of an :abbr:`SLA (Service Level
-   Agreement)` policy is used to determine the deadline. By default, this is determined by the value
-   set in the :guilabel:`Company Working Hours` field under :menuselection:`Settings app -->
-   Employees --> Work Organization`.
+   The value indicated next to the :guilabel:`Working Hours` field of an |SLA| policy is used to
+   determine the deadline. By default, this is determined by the value set in the :guilabel:`Company
+   Working Hours` field under :menuselection:`Settings app --> Employees --> Work Organization`.
 
-The deadline is then added to the ticket, as well as a tag indicating the name of the :abbr:`SLA
-(Service Level Agreement)` applied.
+The deadline is then added to the ticket, as well as a tag indicating the name of the |SLAs|
+applied.
 
 .. image:: sla/sla-open-deadline.png
-   :align: center
    :alt: View of a ticket's form emphasizing an open SLA deadline on a ticket in Odoo Helpdesk.
 
-When a ticket satisfies an :abbr:`SLA (Service Level Agreement)` policy, the :abbr:`SLA (Service
-Level Agreement)` tag turns green, and the deadline disappears from view on the ticket.
+When a ticket satisfies an |SLA| policy, the |SLA| tag turns green, and the deadline disappears
+from view on the ticket.
 
 .. image:: sla/sla-deadline.png
-   :align: center
    :alt: View of a ticket's form emphasizing a satisfied SLA in Odoo Helpdesk.
 
 .. important::
-   If a ticket fits the criteria for more than one :abbr:`SLA (Service Level Agreement)`, the
-   earliest occurring deadline is displayed on the ticket. After that deadline has passed, the next
-   deadline is displayed.
+   If a ticket fits the criteria for more than one |SLA|, the earliest occurring deadline is
+   displayed on the ticket. After that deadline has passed, the next deadline is displayed.
 
-If the :abbr:`SLA (Service Level Agreement)` deadline passes and the ticket has not moved to the
-:guilabel:`Reach Stage`, the :abbr:`SLA (Service Level Agreement)` tag turns red. After the
-:abbr:`SLA (Service Level Agreement)` has failed, the red tag stays on the ticket, even after the
-ticket is moved to the :guilabel:`Reach Stage`.
+If the |SLA| deadline passes and the ticket has not moved to the :guilabel:`Reach Stage`, the |SLA|
+tag turns red. After the |SLA| has failed, the red tag stays on the ticket, even after the ticket is
+moved to the :guilabel:`Reach Stage`.
 
 .. image:: sla/sla-passing-failing.png
-   :align: center
    :alt: View of a ticket's form with a failing and passing SLA in Odoo Helpdesk.
 
 .. _helpdesk/analyze-sla-performance:
 
 Analyze SLA performance
 =======================
 
-The :guilabel:`SLA Status Analysis` report tracks how quickly an :abbr:`SLA (Service Level
-Agreement)` is fulfilled, as well as the performance of individual team members. Navigate to the
-report, and corresponding pivot table, by going to :menuselection:`Helpdesk app --> Reporting -->
-SLA Status Analysis`.
+The :guilabel:`SLA Status Analysis` report tracks how quickly an |SLA| is fulfilled, as well as the
+performance of individual team members. Navigate to the report, and corresponding pivot table, by
+going to :menuselection:`Helpdesk app --> Reporting --> SLA Status Analysis`.
 
 Pivot view
 ----------
 
-By default, the report displays in a :guilabel:`Pivot` view. Any :abbr:`SLA (Service Level
-Agreement)` policies in the database with tickets that failed to fulfill a policy, are in progress,
-or have satisfied a policy are listed. By default, they are grouped by team and ticket count.
+By default, the report displays in a :guilabel:`Pivot` view. Any |SLA| policies in the database with
+tickets that failed to fulfill a policy, are in progress, or have satisfied a policy are listed. By
+default, they are grouped by team and ticket count.
 
 .. figure:: sla/sla-status-analysis.png
-   :align: center
    :alt: View of the SLA status analysis report in Odoo Helpdesk.
 
    The pivot view aggregates data, which can be manipulated by adding measures and filters.
 
 To change the display, or add additional measurements, click the :guilabel:`Measures` button to
 reveal a drop-down menu of reporting criteria, and choose from the options available.
 
-Whenever a measurement is picked, a :guilabel:`✔️ (checkmark)` icon appears in the drop-down menu to
-indicate that the measurement is included, and a corresponding new column emerges in the pivot table
-to show the relevant calculations.
+Whenever a measurement is picked, a :icon:`fa-check` :guilabel:`(check)` icon appears in the
+drop-down menu to indicate that the measurement is included, and a corresponding new column emerges
+in the pivot table to show the relevant calculations.
 
 .. image:: sla/sla-pivot-measures.png
-   :align: center
    :alt: View of the available measures in the SLA status analysis report.
 
-To add a group to a row or column, click the :guilabel:`➕ (plus)` icon next to the policy name and
-then select one of the groups. To remove one, click the :guilabel:`➖ (minus)` icon next to the
-policy name.
+To add a group to a row or column, click the :icon:`fa-plus-square` :guilabel:`(plus)` icon next to
+the policy name and then select one of the groups. To remove one, click the
+:icon:`fa-minus-square-o` :guilabel:`(minus)` icon next to the policy name.
 
 .. image:: sla/sla-pivot-groups.png
-   :align: center
    :alt: View of the available group by options in the SLA status analysis report.
 
 Graph view
 ----------
 
-The :guilabel:`SLA Status Analysis` report can also be viewed as a :guilabel:`Bar Chart`,
-:guilabel:`Line Chart`, or :guilabel:`Pie Chart`. Toggle between these views by first selecting the
-:guilabel:`Graph` button at the top-right of the dashboard. Then, select the appropriate chart icon
-at the top-left of the graph.
+Switch to the graph view by selecting the :icon:`fa-area-chart` :guilabel:`(graph view)` icon at the
+top of the screen. To switch between the different charts, select the *related icon* at the top of
+the chart, while in graph view.
 
 .. tabs::
 
    .. tab:: Bar Chart
 
        .. figure:: sla/sla-report-bar.png
-          :align: center
           :alt: View of the SLA status analysis report in bar view.
 
           A bar chart can deal with larger data sets and compare data across several categories.
 
    .. tab:: Line Chart
 
        .. figure:: sla/sla-report-line.png
-          :align: center
           :alt: View of the SLA status analysis report in line view.
 
           A line chart can visualize data trends or changes over time.
 
    .. tab:: Pie Chart
 
        .. figure:: sla/sla-report-pie.png
-          :align: center
           :alt: View of the SLA status analysis report in pie chart view.
 
           A pie chart compares data among a small number of categories.
 
 .. tip::
-   Both the :guilabel:`Bar Chart` and :guilabel:`Line Chart` views can be :guilabel:`Stacked` by
-   selecting the :guilabel:`Stacked` icon. This displays two or more groups on top of each other
-   instead of next to each other, making it easier to compare data.
+   Both the *bar chart* and *line chart* can utilize the *stacked* view option. This presents two
+   or more groups of data on top of each other, instead of next to each other, making it easier to
+   compare data. While viewing either a bar chart or line chart, click the :icon:`fa-database`
+   :guilabel:`(stacked)` icon to toggle the stacked view option on or off.
 
    .. image:: sla/sla-report-stacked.png
-      :align: center
       :alt: View of the SLA status analysis report in bar view, stacked.
 
 Cohort view
 -----------
 
-The :guilabel:`Cohort` view is used to track the changes in data over a period of time. To display
-the :guilabel:`SLA Status Analysis` report in a :guilabel:`Cohort` view, click the
-:guilabel:`Cohort` button, represented by :guilabel:`(four cascading horizontal lines)`, in the
-top-right corner, next to the other view options.
+The *cohort* view is used to track the changes in data over a period of time. To display the
+:guilabel:`SLA Status Analysis` report in a cohort view, click the :icon:`oi-view-cohort`
+:guilabel:`(cohort)` icon, next to the other view options.
 
 .. figure:: sla/sla-report-cohort.png
-   :align: center
    :alt: View of the SLA status analysis report in cohort view.
 
    The cohort view examines the life cycle of data over time.