The document provides guidance on managing Service Level Agreements (SLAs) in Odoo 17 Helpdesk Enterprise, detailing how SLAs define service commitments between companies and customers. It outlines steps for creating and configuring SLA policies, including criteria for ticket prioritization and stages required for compliance. The importance of SLAs in enhancing customer trust and support efficiency is emphasized, along with references for further learning.

1. How to Manage SLA Policy
in Odoo 17 Helpdesk
Enterprise

2. Introduction
Enterprise
Service Level Agreements are defined to get an idea about how a service
is provided to our customers. Basically, it is a commitment that a
company makes with its customers while delivering customer services.
SLA Policies play an important role when it comes to the relationship
between the service-providing agent and the consumer who purchases
the service. Defining SLA policies in customer service operations will
help a company to gain the trust of customers by ensuring efficient
customer support. These policies describe how to deliver a service and
to what standard. This will be beneficial to determine the deadlines of
services in an organization.

3. Enterprise
● Odoo offers Overview, Tickets, Reporting, and Configuration
menus in the Helpdesk module. When we open the module, we
can find the option for the SLA Policies under the Configuration
menu.

4. Enterprise
● To create and manage SLA Policies, we can select this option.

5. Enterprise
● Clicking on the SLP Policies button will lead us to a new platform
that will give we an insight into the already created policies in the
Helpdesk module. From the list view, we will get the Name, and
Helpdesk Team of each policy along with the details of Minimum
Priority, Type, Reach Stage, and Time Period of tickets to satisfy the
respective policy.
● In the list view of this platform, we can add more fields in the
preview. In order to expand the preview, we can use the three
vertical dots given on the top right corner of the list of policies as
marked in the screenshot below

6. Enterprise

7. Enterprise
● Now, let’s take a look at the configuration of a new SLA Policy.
For this, the user can use the Create button available in the top
left corner of the screen. As shown in the image below, we will
get a new window to add details about the new SLA policy.

8. Enterprise

9. Enterprise
● We can add a title to the policy in the given field. The main
purposes and objectives of the policy can be specified in the
description field. The creation page contains Criteria and Target
tabs to define.
● Under the Criteria tab, we can mention details about Helpdesk
Team, Minimum Priority, Type, Tags, Customers, and Sales Order
Items.
● In the Helpdesk Field, we can specify the teams who will be
assigned to manage the tickets that come under this particular
policy. We can set the Minimum Priority for tickets to satisfy this
SLA policy. The tickets under the specified priority will not be
taken into consideration.

10. Enterprise
● In Odoo, the user can mark priority using stars. The maximum
number of stars indicates Urgent tickets and the least number of
starts indicates Low Priority tickets. For High Priority tickets, we can
give two stars.
● Odoo will apply this SLA to the tickets submitted by the mentioned
customers. We can also leave the field empty in order to consider all
tickets without any distinction.
● Specifying the Sales Order item will help the user to apply the SLA to
the specified items only.

11. Enterprise
● The user can select a minimum stage that a ticket should reach in
order to apply this SLA.
● Odoo will check whether the ticket reached the specific Stage or
not within the specified time. In order to satisfy this SLA, the
ticket should reach the mentioned stage before the deadline.
Otherwise, the SLA will be marked as failed for that particular
ticket.
● From the Overview dashboard of the Helpdesk module, we can
see the SLA status of each helpdesk team configured in this
module.

12. Enterprise

13. For More Info.
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How to Manage SLA Policy in Odoo 17 Help
desk
Enterprise
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