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132 lines
5.1 KiB
132 lines
5.1 KiB
# -*- coding: utf-8 -*-
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##############################################################################
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#
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# Copyright (C) 2013 Daniel Reis
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#
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# This program is free software: you can redistribute it and/or modify
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# it under the terms of the GNU Affero General Public License as
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# published by the Free Software Foundation, either version 3 of the
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# License, or (at your option) any later version.
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#
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# This program is distributed in the hope that it will be useful,
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# but WITHOUT ANY WARRANTY; without even the implied warranty of
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# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
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# GNU Affero General Public License for more details.
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#
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# You should have received a copy of the GNU Affero General Public License
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# along with this program. If not, see <http://www.gnu.org/licenses/>.
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#
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##############################################################################
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{
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'name': 'Service Level Agreements',
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'summary': 'Define SLAs for your Contracts',
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'version': '1.0',
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"category": "Project Management",
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'description': """\
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Contract SLAs
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===============
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SLAs are assigned to Contracts, on the Analytic Account form, SLA Definition
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separator. This is also where new SLA Definitions are created.
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One Contract can have several SLA Definitions attached, allowing for
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"composite SLAs". For example, a contract could have a Response Time SLA (time
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to start resolution) and a Resolution Time SLA (time to close request).
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SLA Controlled Documents
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========================
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Only Project Issue documents are made SLA controllable.
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However, a framework is made available to easily build extensions to make
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other documents models SLA controlled.
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SLA controlled documents have attached information on the list of SLA rules
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they should meet (more than one in the case for composite SLAs) and a summary
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SLA status:
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* "watching" the service level (it has SLA requirements to meet)
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* under "warning" (limit dates are close, special attention is needed)
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* "failed" (one on the SLA limits has not been met)
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* "achieved" (all SLA limits have been met)
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Transient states, such as "watching" and "warning", are regularly updated by
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a hourly scheduled job, that reevaluates the warning and limit dates against
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the current time and changes the state when find dates that have been exceeded.
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To decide what SLA Definitions apply for a specific document, first a lookup
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is made for a ``analytic_account_id`` field. If not found, then it will
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look up for the ``project_id`` and it's corresponding ``analytic_account_id``.
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Specifically, the Service Desk module introduces a Analytic Account field for
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Project Issues. This makes it possible for a Service Team (a "Project") to
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have a generic SLA, but at the same time allow for some Contracts to have
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specific SLAs (such as the case for "premium" service conditions).
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SLA Definitions and Rules
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=========================
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New SLA Definitions are created from the Analytic Account form, SLA Definition
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field.
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Each definition can have one or more Rules.
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The particular rule to use is decided by conditions, so that you can set
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different service levels based on request attributes, such as Priority or
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Category.
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Each rule condition is evaluated in "sequence" order, and the first onea to met
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is the one to be used.
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In the simplest case, a single rule with no condition is just what is needed.
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Each rule sets a number of hours until the "limit date", and the number of
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hours until a "warning date". The former will be used to decide if the SLA
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was achieved, and the later can be used for automatic alarms or escalation
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procedures.
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Time will be counted from creation date, until the "Control Date" specified for
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the SLA Definition. That would usually be the "Close" (time until resolution)
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or the "Open" (time until response) dates.
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The working calendar set in the related Project definitions will be used (see
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the "Other Info" tab). If none is defined, a builtin "all days, 8-12 13-17"
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default calendar is used.
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A timezone and leave calendars will also used, based on either the assigned
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user (document's `user_id`) or on the current user.
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Setup checklist
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===============
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The basic steps to configure SLAs for a Project are:
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* Set Project's Working Calendar, at Project definitions, "Other Info" tab
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* Go to the Project's Analytic Account form; create and set SLA Definitions
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* Use the "Reapply SLAs" button on the Analytic Account form
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* See Project Issue's calculated SLAs in the new "Service Levels" tab
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Credits and Contributors
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========================
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* Daniel Reis (https://launchpad.net/~dreis-pt)
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* David Vignoni, author of the icon from the KDE 3.x Nuvola icon theme
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""",
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'author': 'Daniel Reis',
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'website': '',
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'depends': [
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'project_issue',
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],
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'data': [
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'project_sla_view.xml',
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'project_sla_control_view.xml',
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'project_sla_control_data.xml',
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'analytic_account_view.xml',
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'project_view.xml',
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'project_issue_view.xml',
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'security/ir.model.access.csv',
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],
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'demo': ['project_sla_demo.xml'],
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'test': ['test/project_sla.yml'],
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'installable': False,
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}
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