Vous pouvez cr\u00e9er plusieurs automatisations de flux de travail pour attribuer diff\u00e9rents groupes de tickets \u00e0 diff\u00e9rents SLA.
\nInformer les cessionnaires des violations \u00e0 venir.<\/h3>\n
Pour vous assurer que votre \u00e9quipe r\u00e9pond \u00e0 temps pour fournir le niveau de service que vous souhaitez atteindre, vous devez la notifier avant qu’il ne soit trop tard. OneDesk s’occupe \u00e9galement de cela \u00e0 l’aide d’automatisations de flux de travail. Par d\u00e9faut, cela se trouve sous Administration> Tickets, sous une “automatisation orkflow, appel\u00e9e” Notifier les agents des violations de SLA \u00e0 venir “. Cette automatisation est d\u00e9sactiv\u00e9e par d\u00e9faut, vous voudrez donc l’activer. Si vous ne voyez pas cette r\u00e8gle d’automatisation dans la liste, vous pouvez la recr\u00e9er comme suit:
\nLorsque[Any item types] o\u00f9[next SLA breach is less than 75] et[every hour] , alors [send email to assignee]<\/p>\n
![\"\"](\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-notify.png\")
<\/p>\n
Vous devrez \u00e9galement d\u00e9finir le contenu de l’e-mail envoy\u00e9 au destinataire.<\/p>\n
Comprendre la politique SLA<\/h3>\n
Lors de la cr\u00e9ation de votre strat\u00e9gie SLA, il peut \u00eatre important de comprendre ce que signifient les diff\u00e9rents types de r\u00e9ponses.<\/p>\n
Premi\u00e8re r\u00e9ponse:<\/strong> Il s’agit du temps \u00e9coul\u00e9 entre la r\u00e9ception du ticket et la premi\u00e8re r\u00e9ponse envoy\u00e9e au demandeur.
\nR\u00e9ponse suivante:<\/strong> C’est le temps entre la premi\u00e8re r\u00e9ponse et la deuxi\u00e8me r\u00e9ponse.
\nR\u00e9ponse p\u00e9riodique:<\/strong> C’est combien de temps entre les r\u00e9ponses suivantes.
\nAttente du demandeur:<\/strong> Il s’agit du temps total pendant lequel le demandeur (client) attend une r\u00e9ponse de l’agent. Cela ne cesse d’augmenter \u00e0 mesure que le client attend une r\u00e9ponse. Notez que ce temps n’inclut pas le temps d’attente du client.
\nTravail d’agent:<\/strong> Travail d’agent. Il s’agit du nombre d’heures-homme de travail r\u00e9el pass\u00e9 sur le ticket.
\nR\u00e9solution:<\/strong> Il s’agit de la dur\u00e9e jusqu’\u00e0 ce que le ticket passe \u00e0 un \u00e9tat “termin\u00e9”.<\/p>\nPlus de d\u00e9tails<\/em>
\nPremi\u00e8re r\u00e9ponse: pour les \u00e9l\u00e9ments non termin\u00e9s: d\u00e9lai entre la cr\u00e9ation et l’heure et l’heure de la premi\u00e8re r\u00e9ponse au demandeur
\nR\u00e9ponse suivante: pour les \u00e9l\u00e9ments qui ne sont pas \u00e0 l’\u00e9tat termin\u00e9: d\u00e9lai entre le commentaire le plus r\u00e9cent (si ce commentaire provient du demandeur) et l’heure actuelle.
\nR\u00e9ponse p\u00e9riodique: pour les \u00e9l\u00e9ments qui ne sont pas \u00e0 l’\u00e9tat termin\u00e9: le d\u00e9lai maximum autoris\u00e9 entre les r\u00e9ponses publiques de l’utilisateur interne.
\nTemps d’attente du demandeur: pour les articles qui ne sont pas \u00e0 l’\u00e9tat termin\u00e9: la somme du temps d’attente du demandeur moins le temps pendant lequel le ticket est dans le statut \u00abclient en attente\u00bb
\nTravail de l’agent: pour les \u00e9l\u00e9ments qui ne sont pas \u00e0 l’\u00e9tat termin\u00e9: utilisez des feuilles de temps \/ un minuteur ou une d\u00e9finition SLA sp\u00e9ciale du travail.
\nR\u00e9solution: pour les \u00e9l\u00e9ments qui ne sont pas \u00e0 l’\u00e9tat termin\u00e9: le d\u00e9lai entre l’heure de cr\u00e9ation et l’heure actuelle ou l’heure \u00e0 laquelle le ticket a \u00e9t\u00e9 mis \u00e0 l’\u00e9tat ferm\u00e9 (s’il est \u00e0 l’\u00e9tat ferm\u00e9)<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"Que sont les SLA? Les accords de niveau de service (SLA) sont des politiques qui d\u00e9finissent le niveau de service que vous fournissez. Ces politiques codifient g\u00e9n\u00e9ralement le temps qu’il vous faudra pour r\u00e9pondre aux demandes du service client, le d\u00e9lai avant la livraison d’un correctif et son co\u00fbt. Souvent, ces SLA prendront la forme […]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tpgb_global_settings":"","inline_featured_image":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"_wpcom_ai_launchpad_first_post":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[9425,9427],"tags":[],"class_list":["post-73650","post","type-post","status-publish","format-standard","hentry","category-1-comment-utiliser-onedesk","category-6-helpdesk-lab"],"yoast_head":"\n
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HelpDesk Lab<\/a> "},"jetpack_shortlink":"https:\/\/wp.me\/pfpPaI-j9U","amp_enabled":true,"_links":{"self":[{"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/posts\/73650","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/comments?post=73650"}],"version-history":[{"count":0,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/posts\/73650\/revisions"}],"wp:attachment":[{"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/media?parent=73650"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/categories?post=73650"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/tags?post=73650"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
![\"\"](\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA1.png\")
<\/li>\n![\"\"](\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA.png\")
![\"\"](\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA3.png\")
![\"\"](\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-automations.png\")
<\/p>\n