服务水平协议（SLA）¶
A service level agreement (SLA) defines the level of service a customer can expect from a supplier. SLAs provide a timeline that tells customers when they can expect results, and keeps the support team on target.
備註
The SLA Policies feature is enabled by default on newly created Helpdesk teams.
要关闭该功能或编辑工作时间，请前往 。点击一个团队，打开该团队的配置页面。
From here, scroll to the Performance section. To turn off the SLAs feature for the team, clear the SLA Policies checkbox.
创建新 SLA 政策¶
要创建新策略，请转到 ，然后点击 :guilabel:`新建 `。
或者，进入 ，点击一个团队。然后，点击团队设置页面顶部的 SLA 政策 智能按钮，再点击 新建。
On the blank SLA policy form, enter a Title and a Description for the new policy, and proceed to fill out the form using the steps below.
定义服务水平协议政策的标准¶
The Criteria section is used to identify which tickets this policy is applied to.
Fill out the following fields to adjust the selection criteria:
備註
Unless otherwise indicated, multiple selections can be made for each field.
Helpdesk Team: a policy can only be applied to one team. This field is required.
優先次序：支援請求的優先順序，可透過選擇一個、兩個或三個 ⭐ (星形) 圖示去表示，代表在看板卡上或支援請求本身的優先順序。系統 只會 在支援請求更新優先次序以符合 SLA 標準後，才會套用 SLA。如果在此欄位中未進行任何選擇，此政策便只適用於標記為
低優先級的支援請求，即沒有任何 ⭐ (星號) 圖示的支援請求。Tags: tags are used to indicate what the ticket is about. Multiple tags can be applied to a single ticket.
Customers: individual contacts or companies may be selected in this field.
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 Sales Order Items field.
Example
支持团队需要在一个工作日内解决 VIP 客户的紧急问题。
The new policy, titled 8 Hours to close, is assigned to the VIP Support team. It only
applies to tickets that are assigned three ⭐ (star) icons, which equates to an
Urgent priority level.
同时，该政策适用于带有`维修`、`服务`或`紧急情况`标签的服务单。
建立 SLA 政策目标¶
A target is the stage a ticket needs to reach, and the time allotted to reach that stage, in order to satisfy the SLA policy. Any stage assigned to a team may be selected for the Reach Stage field.
Time spent in stages selected in the Excluding Stages field are not included in the calculation of the SLA deadline.
Example
An SLA titled 8 Hours to Close tracks the working time before
a ticket is completed, and would have Solved as the Reach Stage. Simultaneously, an
SLA titled 2 Days to Start tracks the working time before
work on a ticket has begun, and would have In Progress as the Reach Stage.
达成SLA期限¶
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, and the targeted working hours.
備註
The value indicated next to the Working Hours field of an SLA policy is used to determine the deadline. By default, this is determined by the value set in the Company Working Hours field under .
The deadline is then added to the ticket, as well as a tag indicating the name of the SLA applied.
When a ticket satisfies an SLA policy, the SLA tag turns green, and the deadline disappears from view on the ticket.
重要
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 SLA deadline passes and the ticket has not moved to the 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 Reach Stage.
分析 SLA 绩效¶
The 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 .
樞紐分析檢視模式¶
By default, the report displays in a 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.
透视图汇总数据，可通过添加度量和筛选器进行操作。¶
要更改显示或添加其他测量值，请点击 度量 按钮，显示报告标准的下拉菜单，并从可用选项中进行选择。
Whenever a measurement is picked, a ✔️ (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.
To add a group to a row or column, click the ➕ (plus) icon next to the policy name and then select one of the groups. To remove one, click the ➖ (minus) icon next to the policy name.
圖表檢視模式¶
The SLA Status Analysis report can also be viewed as a Bar Chart, Line Chart, or Pie Chart. Toggle between these views by first selecting the Graph button at the top-right of the dashboard. Then, select the appropriate chart icon at the top-left of the graph.
A bar chart can deal with larger data sets and compare data across several categories.¶
A line chart can visualize data trends or changes over time.¶
饼状图对少数类别的数据进行比较。¶
小訣竅
Both the Bar Chart and Line Chart views can be Stacked by selecting the 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.
群集檢視模式¶
The Cohort view is used to track the changes in data over a period of time. To display the SLA Status Analysis report in a Cohort view, click the Cohort button, represented by (four cascading horizontal lines), in the top-right corner, next to the other view options.
The cohort view examines the life cycle of data over time.¶