[I18N] Update translation terms from Transifex
This commit is contained in:
Odoo Translation Bot
+455
-163
@@ -18,7 +18,7 @@ msgid ""
|
||||
msgstr ""
|
||||
"Project-Id-Version: Odoo 16.0\n"
|
||||
"Report-Msgid-Bugs-To: \n"
|
||||
"POT-Creation-Date: 2023-04-06 08:12+0000\n"
|
||||
"POT-Creation-Date: 2023-04-13 05:55+0000\n"
|
||||
"PO-Revision-Date: 2022-10-04 12:54+0000\n"
|
||||
"Last-Translator: Jolien De Paepe, 2023\n"
|
||||
"Language-Team: French (https://app.transifex.com/odoo/teams/41243/fr/)\n"
|
||||
@@ -404,113 +404,216 @@ msgstr ""
|
||||
"programs-640?fullscreen=1>`_"
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:3
|
||||
msgid "Allow customers to close their tickets"
|
||||
msgstr "Permettre aux clients de clôturer leurs tickets"
|
||||
msgid "Closing tickets"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:5
|
||||
msgid ""
|
||||
"Allowing customers to close their own tickets gives them autonomy and "
|
||||
"minimizes misunderstandings around when an issue is considered solved or "
|
||||
"not. This results in operational capacity for support teams, and higher "
|
||||
"satisfaction for the customer."
|
||||
"Once work has been completed on a *Helpdesk* ticket in Odoo, there are "
|
||||
"several ways it can be closed. Manually closing solved tickets keeps the "
|
||||
"pipeline up to date, while automatically closing inactive tickets prevents "
|
||||
"unnecessary blocking issues. Allowing customers to close their own tickets "
|
||||
"minimizes confusion around whether an issue is considered solved or not. "
|
||||
"This results in increased operational capacity for support teams, and higher"
|
||||
" customer satisfaction."
|
||||
msgstr ""
|
||||
"Permettre aux clients de clôturer leurs propres tickets leur donne de "
|
||||
"l'autonomie et minimise les malentendus sur le moment où un problème est "
|
||||
"considéré comme résolu ou non. Il en résulte une capacité opérationnelle "
|
||||
"pour les équipes d'assistance et une plus grande satisfaction pour le "
|
||||
"client."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:10
|
||||
msgid "Enable ticket closing"
|
||||
msgstr "Activer la clôture des tickets"
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:12
|
||||
msgid ""
|
||||
"Start by navigating to :menuselection:`Helpdesk --> Configuration --> "
|
||||
"Helpdesk Teams` and choose the appropriate team. Then click :guilabel:`Edit`"
|
||||
" and enable :guilabel:`Ticket closing` by checking the field box."
|
||||
msgid "Manually close solved tickets"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:14
|
||||
msgid ""
|
||||
"As work on a ticket progresses, it is moved along to the next stage in the "
|
||||
"pipeline. Once the issue is solved, the ticket is moved to a *folded* stage."
|
||||
" This marks the ticket as *closed*."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:17
|
||||
msgid ""
|
||||
"To fold a stage, navigate to the :menuselection:`Helpdesk` dashboard and "
|
||||
"click on a team to open the pipeline. Hover over a stage's heading, and then"
|
||||
" click the gear icon that appears in the top-right corner of that stage's "
|
||||
"kanban column."
|
||||
msgstr ""
|
||||
"Allez à :menuselection:`Assistance --> Configuration --> Équipes` et "
|
||||
"choisissez la bonne équipe. Cliquez ensuite sur :guilabel:`Éditer` et "
|
||||
"activez la :guilabel:`Clôture des tickets` en cochant la case."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst-1
|
||||
msgid "Ticket closing feature in Odoo Helpdesk."
|
||||
msgstr "Fonctionnalité de clôture des tickets dans Odoo Assistance."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:19
|
||||
msgid ""
|
||||
"To designate which stage the ticket migrates to once it is closed, navigate "
|
||||
"to the ticket pipeline by going to :menuselection:`Helpdesk --> Overview` "
|
||||
"and clicking :guilabel:`Tickets` on the team's card."
|
||||
"View of stage on Helpdesk pipeline with emphasis on gear icon and edit stage"
|
||||
" option."
|
||||
msgstr ""
|
||||
"Pour désigner l'étape vers laquelle le ticket migre une fois clôturé, "
|
||||
"naviguez vers le pipeline du ticket en allant à :menuselection:`Assistance "
|
||||
"--> Vue d'ensemble` et en cliquant sur :guilabel:`Tickets` sur la carte de "
|
||||
"l'équipe."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:23
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:26
|
||||
msgid ""
|
||||
"There are two options: create a new Kanban stage or work with an existing "
|
||||
"one. For both scenarios, click the :guilabel:`Settings (gear)` icon next to "
|
||||
"the stage name, select :guilabel:`Edit Stage`, and enable :guilabel:`Closing"
|
||||
" Stage`. After checking the field box, click :guilabel:`Save` to finish."
|
||||
"Clicking the gear icon also displays the option to :guilabel:`Fold` the "
|
||||
"stage. This setting folds the stage *temporarily* to simplify the kanban "
|
||||
"view. This does *not* close the tickets in this stage. It also does not "
|
||||
"permanently fold the stage. If a stage needs to be folded so the tickets can"
|
||||
" be marked as closed, continue following the steps below."
|
||||
msgstr ""
|
||||
"Il y a deux options : créer une nouvelle étape Kanban ou travailler avec une"
|
||||
" étape existante. Pour les deux cas, cliquez sur l'icône "
|
||||
":guilabel:`Paramètres (engrenage)` à côté du nom de l'étape, sélectionnez "
|
||||
":guilabel:`Modifier l'étape` et activez :guilabel:`Étape de clôture`. Après "
|
||||
"avoir coché la case, cliquez sur :guilabel:`Sauvegarder` pour terminer."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:29
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:31
|
||||
msgid ""
|
||||
"If a closing stage is not specified, by default, the ticket is moved to the "
|
||||
"last stage in the kanban. If more than one stage is set as a closing stage, "
|
||||
"the ticket is placed in the first closing stage column."
|
||||
"From the menu that appears, select :guilabel:`Edit Stage`. This will open "
|
||||
"the stage's settings. Check the box labeled :guilabel:`Folded in Kanban` "
|
||||
"towards the top of the window, and then :guilabel:`Save & Close` to confirm "
|
||||
"the changes. Now, tickets that reach this stage will be considered as "
|
||||
"*closed*."
|
||||
msgstr ""
|
||||
"Si aucune étape de clôture n'est définie, par défaut, le ticket est déplacé "
|
||||
"vers la dernière étape du kanban. Si plus d'une étape est définie comme "
|
||||
"étape de clôture, le ticket est déplacé vers la première colonne d'étape de "
|
||||
"clôture."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:33
|
||||
msgid ""
|
||||
"With the ticket closing settings now complete, customers can now view the "
|
||||
"option to :guilabel:`Close this ticket` when they log into their portal."
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:0
|
||||
msgid "Stage settings page."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:41
|
||||
msgid "Automatically close inactive tickets"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:43
|
||||
msgid ""
|
||||
"Tickets that are inactive for a set period of time can be automatically "
|
||||
"closed. At that point, they will be moved to a folded stage."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:46
|
||||
msgid ""
|
||||
"Go to the team's settings page by going to :menuselection:`Helpdesk --> "
|
||||
"Configuration --> Teams`. Under the :guilabel:`Self-Service` section, enable"
|
||||
" :guilabel:`Automatic Closing`."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:49
|
||||
msgid ""
|
||||
"If one of the team's stages is set to be folded in the kanban view, it will "
|
||||
"be the default selection in the :guilabel:`Move to Stage` field. If the team"
|
||||
" has more than one folded stage, the stage that occurs first in the pipeline"
|
||||
" will be the default. If no stage is folded, the default selection will be "
|
||||
"the last stage in the pipeline."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:54
|
||||
msgid ""
|
||||
"The :guilabel:`After days of inactivity` field defaults to `7`, but can be "
|
||||
"adjusted if necessary."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:57
|
||||
msgid ""
|
||||
"The :guilabel:`After days of inactivity` field does **not** take the working"
|
||||
" calendar into account when tracking the amount of time a ticket has been "
|
||||
"inactive."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:60
|
||||
msgid ""
|
||||
"If only certain stages should be used to track days of inactivity, they can "
|
||||
"be added to the :guilabel:`In Stages` field."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:64
|
||||
msgid "A team's pipeline is created with the following stages:"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:66
|
||||
msgid "`New`"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:67
|
||||
msgid "`In Progress`"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:68
|
||||
msgid "`Customer Feedback`"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:69
|
||||
msgid "`Closed`"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:71
|
||||
msgid ""
|
||||
"Tickets can linger in the :guilabel:`Customer Feedback stage`, because once "
|
||||
"an issue is solved, customers may not respond immediately. At that point, "
|
||||
"the tickets can be closed automatically. However, tickets in the "
|
||||
":guilabel:`New` and :guilabel:`In Progress` stages may remain inactive due "
|
||||
"to assignment or workload issues. Closing these tickets automatically would "
|
||||
"result in issues going unsolved."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:77
|
||||
msgid ""
|
||||
"Therefore, the :guilabel:`Automatic Closing` settings would be configured as"
|
||||
" below\\:\\"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:79
|
||||
msgid ":guilabel:`Automatic Closing`: *checked*"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:80
|
||||
msgid ":guilabel:`Move to Stage`: `Solved`"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:81
|
||||
msgid ":guilabel:`After``7`:guilabel:`days of inactivity`"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:82
|
||||
msgid ":guilabel:`In Stages`: `Customer Feedback`"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:0
|
||||
msgid "Example of Automatic Closing settings."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:89
|
||||
msgid "Allow customers to close their own tickets"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:91
|
||||
msgid ""
|
||||
"Enabling the :guilabel:`Closure by Customers` setting allows customers to "
|
||||
"close their own ticket(s) when they determine that their issue has been "
|
||||
"resolved."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:94
|
||||
msgid ""
|
||||
"Start by navigating to :menuselection:`Helpdesk --> Configuration --> Teams`"
|
||||
" and select a team. On the team's settings page, scroll to the "
|
||||
":guilabel:`Self-Service` section and check the box for :guilabel:`Closure by"
|
||||
" Customers`."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst-1
|
||||
msgid "Customer closing setting in Odoo Helpdesk."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:102
|
||||
msgid ""
|
||||
"Once the ticket closing settings are enabled, a :guilabel:`Close Ticket` "
|
||||
"button will be available for customers when they view their ticket through "
|
||||
"the customer portal."
|
||||
msgstr ""
|
||||
"Une fois les paramètres de clôture du ticket terminés, les clients peuvent "
|
||||
"maintenant voir l'option :guilabel:`Clôturer ce ticket` lorsqu'ils se "
|
||||
"connectent à leur portail."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst-1
|
||||
msgid "Customer view of ticket closing in Odoo Helpdesk."
|
||||
msgstr "Vue client d'une clôture de ticket dans Odoo Assistance."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:40
|
||||
msgid "Get reports on tickets closed by customers"
|
||||
msgstr "Obtenir des rapports sur les tickets clôturés par les clients"
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:42
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:110
|
||||
msgid ""
|
||||
"To analyze the tickets that have been closed by customers, go to "
|
||||
":menuselection:`Helpdesk --> Reporting --> Tickets`. Then, click on the "
|
||||
":guilabel:`Filters` menu and choose :guilabel:`Add Custom filter`. Next, set"
|
||||
" the custom filter parameters to :guilabel:`Closed by partner` and "
|
||||
":guilabel:`is true`. Finally, click :guilabel:`Apply`."
|
||||
"Customers are able to view their tickets by clicking the :guilabel:`View the"
|
||||
" ticket` link they receive by email. The link is included in the "
|
||||
":guilabel:`Request Acknowledgment` template, which is added to the first "
|
||||
"stage of a team by default. This link does not require a customer to have "
|
||||
"access to the portal to view or respond to their ticket."
|
||||
msgstr ""
|
||||
"Pour analyser les tickets clôturés par les clients, allez à "
|
||||
":menuselection:`Assistance --> Analyse --> Tickets`. Ensuite, cliquez sur le"
|
||||
" menu des :guilabel:`Filtres` et choisissez :guilabel:`Ajouter un filtre "
|
||||
"personnalisé`. Ensuite, définissez les paramètres du filtre personnalisé sur"
|
||||
" :guilabel:`Clôturé par partenaire` et :guilabel:`est vrai`. Enfin, cliquez "
|
||||
"sur :guilabel:`Appliquer`."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst-1
|
||||
#: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:115
|
||||
msgid ""
|
||||
"Filter for tickets closed by customers on Odoo Helpdesk's reporting page."
|
||||
"Customers with access to the portal will be able to view their tickets under"
|
||||
" :menuselection:`My Account --> Tickets`."
|
||||
msgstr ""
|
||||
"Filtre des tickets clôturés par les clients sur la page d'analyse d'Odoo "
|
||||
"Assistance."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview.rst:5
|
||||
#: ../../content/applications/services/timesheets/overview.rst:5
|
||||
@@ -1183,7 +1286,6 @@ msgstr ""
|
||||
"dans Odoo Assistance"
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/ratings.rst:51
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:47
|
||||
msgid ":doc:`../advanced/close_tickets`"
|
||||
msgstr ":doc:`../advanced/close_tickets`"
|
||||
|
||||
@@ -1517,13 +1619,8 @@ msgid ""
|
||||
"The *Live Chat* feature allows website visitors to connect directly with a "
|
||||
"support agent or chatbot. During these conversations, *Helpdesk* tickets can"
|
||||
" be instantly created by using the :doc:`response command "
|
||||
"</applications/websites/livechat/overview/responses>` `/helpdesk`."
|
||||
"</applications/websites/livechat/responses>` `/helpdesk`."
|
||||
msgstr ""
|
||||
"La fonctionnalité de *Live Chat* permet aux visiteurs du site web d'être "
|
||||
"directement en contact avec un agent d'assistance ou un chatbot. Au cours de"
|
||||
" ces conversations, des tickets d'*Assistance* peuvent être créés "
|
||||
"instantanément en utilisant la :doc:`commande de réponse "
|
||||
"</applications/websites/livechat/overview/responses>` `/assistance`."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:125
|
||||
msgid ""
|
||||
@@ -1880,16 +1977,10 @@ msgstr ""
|
||||
#: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:261
|
||||
msgid ""
|
||||
"During the conversation, an operator can use the shortcut :doc:`command "
|
||||
"</applications/websites/livechat/overview/responses>` `/helpdesk` to create "
|
||||
"a ticket without leaving the chat window. The transcript from the "
|
||||
"conversation will be added to the new ticket, under the "
|
||||
":guilabel:`Description` tab."
|
||||
"</applications/websites/livechat/responses>` `/helpdesk` to create a ticket "
|
||||
"without leaving the chat window. The transcript from the conversation will "
|
||||
"be added to the new ticket, under the :guilabel:`Description` tab."
|
||||
msgstr ""
|
||||
"Pendant la conversation, un opérateur peut utiliser le code court "
|
||||
":doc:`commande </applications/websites/livechat/overview/responses>` "
|
||||
"`/assistance` pour créer un ticket sans quitter la fenêtre de discussion. La"
|
||||
" transcription de la conversation sera ajoutée au nouveau ticket dans "
|
||||
"l'onglet :guilabel:`Description`."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:267
|
||||
msgid "Prioritizing tickets"
|
||||
@@ -1959,8 +2050,8 @@ msgid ":doc:`/applications/general/email_communication/email_servers`"
|
||||
msgstr ":doc:`/applications/general/email_communication/email_servers`"
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:293
|
||||
msgid ":doc:`/applications/websites/livechat/overview/get_started`"
|
||||
msgstr ":doc:`/applications/websites/livechat/overview/get_started`"
|
||||
msgid ":doc:`/applications/websites/livechat`"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/reports.rst:3
|
||||
msgid "Reports for a Better Support"
|
||||
@@ -2106,100 +2197,301 @@ msgstr "Accords de niveau de service (SLA)"
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:5
|
||||
msgid ""
|
||||
"Service Level Agreements (SLA) are commitments you make with your customers "
|
||||
"to outline how a service is delivered. It bolsters trust between you and "
|
||||
"your customers as it makes clear what needs to be done, to what standard, "
|
||||
"and when."
|
||||
"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."
|
||||
msgstr ""
|
||||
"Les accords de niveau de service (SLA) sont des engagements que vous prenez "
|
||||
"avec vos clients pour décrire comment un service est fourni. Ils renforcent "
|
||||
"la confiance entre vous et vos clients, car ils indiquent clairement ce qui "
|
||||
"doit être fait, selon quelles normes et à quel moment."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:10
|
||||
msgid "Create your policies"
|
||||
msgstr "Créer vos politiques"
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:13
|
||||
msgid ""
|
||||
"First, enable the feature on the settings of the team you would like "
|
||||
"policies to be applied, going to :menuselection:`Helpdesk --> Configuration "
|
||||
"--> Helpdesk Teams`."
|
||||
msgid "Create a new SLA policy"
|
||||
msgstr ""
|
||||
"Tout d'abord, activez la fonctionnalité dans les paramètres de l'équipe à "
|
||||
"laquelle vous souhaitez appliquer les politiques, en allant à "
|
||||
":menuselection:`Assistance --> Configuration --> Équipes`."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:15
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:12
|
||||
msgid ""
|
||||
"Create your policies through the team’s settings page or go to "
|
||||
":menuselection:`Helpdesk --> Configuration --> SLA Policies`."
|
||||
"To create a new :abbr:`SLA (Service Level Agreement)` Policy, navigate to "
|
||||
"the team's page under :menuselection:`Helpdesk --> Configuration --> Teams`."
|
||||
" Select a team, scroll to the :guilabel:`Performance` section, and then "
|
||||
"check the selection box next to :guilabel:`SLA Policies` to enable it for "
|
||||
"that specific team."
|
||||
msgstr ""
|
||||
"Créez vos politiques via la page des paramètres de l'équipe ou allez à "
|
||||
":menuselection:`Assistance --> Configuration --> Politiques SLA`."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst-1
|
||||
msgid "View of an SLA form in Odoo Helpdesk"
|
||||
msgstr "Vue d'un formulaire SLA dans Odoo Assistance"
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:23
|
||||
msgid ""
|
||||
"Choose to which **Team** the policy is relevant and the **Minimum Priority**"
|
||||
" a ticket needs to have for the policy to be applied."
|
||||
msgid "View of a team page in Helpdesk focusing on the SLA Policies setting"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:22
|
||||
msgid ""
|
||||
"The value indicated next to the :guilabel:`Working Hours` field is used to "
|
||||
"determine the deadline for :abbr:`SLA (Service Level Agreement)` policies. "
|
||||
"By default, this is determined by the value set in the :guilabel:`Company "
|
||||
"Working Hours` field under :menuselection:`Settings app --> Employees --> "
|
||||
"Work Organization`."
|
||||
msgstr ""
|
||||
"Choisissez l'**équipe** à laquelle la politique s'applique et la **priorité "
|
||||
"minimale** qu'un ticket doit avoir pour que la politique soit appliquée."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:27
|
||||
msgid ""
|
||||
"**Target** is the stage a ticket needs to reach within the period defined to"
|
||||
" satisfy the SLA. The period is based on the ticket’s creation date, and a "
|
||||
"deadline is set on the ticket’s form once it matches an SLA policy rule. If "
|
||||
"a ticket has more than one policy applied to it, the closest deadline of all"
|
||||
" SLAs is the one considered."
|
||||
"To create a new policy, click the smart button on the team`s settings page "
|
||||
"or go to :menuselection:`Helpdesk --> Configuration --> SLA Policies`, and "
|
||||
"click :guilabel:`New`. Start by entering a :guilabel:`Title` and a "
|
||||
":guilabel:`Description` for the new policy, and proceed to fill out the form"
|
||||
" using the steps below."
|
||||
msgstr ""
|
||||
"**L'Objectif** est le stade qu'un ticket doit atteindre dans la période "
|
||||
"définie pour satisfaire le SLA. La période est basée sur la date de création"
|
||||
" du ticket, et une date limite est définie sur le formulaire du ticket une "
|
||||
"fois qu'il correspond à une règle du SLA. Si plusieurs politiques sont "
|
||||
"appliquées à un ticket, c'est la date limite la plus proche de tous les SLA "
|
||||
"qui est prise en compte."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:29
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:33
|
||||
msgid "Define the criteria for an SLA policy"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:35
|
||||
msgid ""
|
||||
"When a ticket has satisfied an SLA policy, the SLA tag appears in green and "
|
||||
"the deadline field is not shown anymore."
|
||||
"The :guilabel:`Criteria` section is used to identify what tickets this "
|
||||
"policy will be applied to. Fill out the following fields to adjust the "
|
||||
"selection criteria:"
|
||||
msgstr ""
|
||||
"Lorsqu'un ticket a satisfait à une politique SLA, l'étiquette SLA apparaît "
|
||||
"en vert et le champ de la date limite n'est plus affiché."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst-1
|
||||
msgid "View of a ticket’s form emphasizing a satisfied SLA in Odoo Helpdesk"
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:38
|
||||
msgid ""
|
||||
":guilabel:`Team`: a policy can only be applied to one team. *This field is "
|
||||
"required.*"
|
||||
msgstr ""
|
||||
"Vue d'un formulaire de ticket mettant en évidence un SLA satisfait dans Odoo"
|
||||
" Assistance"
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:37
|
||||
msgid "SLA Analysis"
|
||||
msgstr "Analyse SLA"
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:39
|
||||
msgid ""
|
||||
"Go to :menuselection:`Helpdesk --> Reporting --> SLA Status Analysis`. Apply"
|
||||
" *Filters* and *Group by* to identify tickets that should be prioritized and"
|
||||
" keep track of upcoming deadlines."
|
||||
":guilabel:`Priority`: the priority level for a ticket is identified by "
|
||||
"selecting the number of stars representing the priority level on the kanban "
|
||||
"card or the ticket itself. The :abbr:`SLA (Service Level Agreement)` will "
|
||||
"only be applied once 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 will only apply to tickets marked as `Low "
|
||||
"Priority` (zero stars)."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:44
|
||||
msgid ""
|
||||
":guilabel:`Types`: ticket types can be helpful when indicating when a ticket"
|
||||
" is a customer question, that can be solved with a quick response, or an "
|
||||
"issue, that may require additional investigation. Multiple ticket types can "
|
||||
"be selected for this field. If no selection is made, this policy will apply "
|
||||
"to all ticket types."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:48
|
||||
msgid ""
|
||||
":guilabel:`Tags`: tags are applied to briefly indicate what the ticket is "
|
||||
"about. Multiple tags can be applied to a single ticket."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:50
|
||||
msgid ""
|
||||
":guilabel:`Customers`: individual contacts or companies may be selected in "
|
||||
"this field."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:51
|
||||
msgid ""
|
||||
":guilabel:`Sales Order Items`: this field is available only if a team has "
|
||||
"the *Timesheets* app enabled. This allows the ticket to tie directly to a "
|
||||
"specific line on a sales order, which must be indicated on the ticket in the"
|
||||
" :guilabel:`Sales Order Item` field."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:56
|
||||
msgid ""
|
||||
"Unless otherwise indicated, multiple selections can be made for each field. "
|
||||
"(i.e. multiple :guilabel:`Tags` can be included in a policy, but only one "
|
||||
":guilabel:`Priority` level)"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst-1
|
||||
msgid "View of a blank SLA policy record"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:64
|
||||
msgid "Establish a target for an SLA policy"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:66
|
||||
msgid ""
|
||||
"The :guilabel:`Target` is the stage a ticket needs to reach, and the time "
|
||||
"alloted 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. Time spent in stages selected in "
|
||||
":guilabel:`Excluding Stages` will not be included in the calculation of the "
|
||||
":abbr:`SLA (Service Level Agreement)` deadline."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:73
|
||||
msgid ""
|
||||
"An :abbr:`SLA (Service Level Agreement)` titled `8 Hours to Close` tracks "
|
||||
"the working time before a ticket is completed, and would have `Solved` as "
|
||||
"the :guilabel:`Reach Stage`. However, if the :abbr:`SLA (Service Level "
|
||||
"Agreement)` was titled `2 Days to Start`, it tracks the working time before "
|
||||
"work on a ticket has begun, and would have `In Progress` as the "
|
||||
":guilabel:`Reach Stage`."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:79
|
||||
msgid "Meeting SLA deadlines"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:81
|
||||
msgid ""
|
||||
"Once 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. "
|
||||
"The deadline is then added to the ticket, as well as a white tag indicating "
|
||||
"the name of the :abbr:`SLA (Service Level Agreement)` applied."
|
||||
msgstr ""
|
||||
"Allez à :menuselection:`Assistance --> Analyse --> Analyse du Statut SLA`. "
|
||||
"Appliquez des *Filtres* et *Regrouper par* pour identifier les tickets qui "
|
||||
"doivent être priorisés et suivre les échéances à venir."
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst-1
|
||||
msgid ""
|
||||
"View of the SLA status analysis page emphasizing the group by option in Odoo"
|
||||
"View of a ticket's form emphasizing an open SLA deadline on a ticket in Odoo"
|
||||
" Helpdesk"
|
||||
msgstr ""
|
||||
"Vue de la page d'analyse du statut SLA mettant en évidence l'option "
|
||||
"Regrouper par dans Odoo Assistance"
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:91
|
||||
msgid ""
|
||||
"If a ticket fits the criteria for more than one :abbr:`SLA (Service Level "
|
||||
"Agreement)`, the earliest occurring deadline will be displayed on the "
|
||||
"ticket. Once that deadline has passed, the next deadline will be displayed."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:95
|
||||
msgid ""
|
||||
"Once a ticket satisfies an :abbr:`SLA (Service Level Agreement)` policy, the"
|
||||
" :abbr:`SLA (Service Level Agreement)` tag turns green, and the "
|
||||
":guilabel:`Deadline` field disappears from view on the."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst-1
|
||||
msgid "View of a ticket's form emphasizing a satisfied SLA in Odoo Helpdesk"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:102
|
||||
msgid ""
|
||||
"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 will turn red. Once the :abbr:`SLA (Service Level "
|
||||
"Agreement)` has failed, the red tag will stay on the ticket, even after the "
|
||||
"ticket is moved to the :guilabel:`Reach Stage`."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst-1
|
||||
msgid ""
|
||||
"View of a ticket's form with a failing and passing SLA in Odoo Helpdesk"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:112
|
||||
msgid "Analyzing SLA performance"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:114
|
||||
msgid ""
|
||||
"The :guilabel:`SLA Status Analysis` report tracks how quickly an :abbr:`SLA "
|
||||
"(Service Level Agreement)` is fulfilled, as well as the success rate of "
|
||||
"individual policies. Navigate to the report and corresponding pivot table by"
|
||||
" going to :menuselection:`Helpdesk --> Reporting --> SLA Status Analysis`."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:120
|
||||
msgid "Using the Pivot view"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:122
|
||||
msgid ""
|
||||
"By default, the report is displayed in a :guilabel:`Pivot` view, and is "
|
||||
"filtered to show the number of SLAs failed and the failure rate over the "
|
||||
"last 30 days, grouped by team."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst-1
|
||||
msgid "View of the SLA status analysis report in Odoo Helpdesk"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:129
|
||||
msgid ""
|
||||
"To add the number of SLAs passed or in progress, click the "
|
||||
":guilabel:`Measures` button to reveal a drop-down menu of reporting "
|
||||
"criteria, and choose from the options available based on the measurements "
|
||||
"preferred. Whenever a measurement is picked, a check mark will appear in the"
|
||||
" drop-down menu to indicate that that measurement is included, and a "
|
||||
"corresponding new column will emerge in the pivot table to show the relevant"
|
||||
" calculations."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:135
|
||||
msgid ""
|
||||
"To add a group to a row or column, click the plus :guilabel:` + ` button "
|
||||
"next to :guilabel:`Total`, and then select one of the groups. To remove one,"
|
||||
" click the minus :guilabel:` - ` button and deselect."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:140
|
||||
msgid "Using the Graph view"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:142
|
||||
msgid ""
|
||||
"The :guilabel:`Status Analysis` report can also be viewed as a "
|
||||
":guilabel:`Bar`, :guilabel:`Line`, or :guilabel:`Pie` Chart. Toggle between "
|
||||
"these views by selecting the appropriate icon at the top of the chart."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:148
|
||||
msgid "Bar Chart"
|
||||
msgstr "Graphique à barres"
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:0
|
||||
msgid "View of the SLA status analysis report in bar view"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:154
|
||||
msgid "Line Chart"
|
||||
msgstr "Graphique linéaire"
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:0
|
||||
msgid "View of the SLA status analysis report in line view"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:160
|
||||
msgid "Pie Chart"
|
||||
msgstr "Graphique circulaire"
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:0
|
||||
msgid "View of the SLA status analysis report in pie chart view"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:167
|
||||
msgid ""
|
||||
"Both the :guilabel:`Bar Chart` and :guilabel:`Line Chart` can be viewed "
|
||||
":guilabel:`Stacked`. This presents two or more groups to appear on top of "
|
||||
"each other instead of next to each other, making it easier to compare data."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:172
|
||||
msgid "Using the Cohort view"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:174
|
||||
msgid ""
|
||||
"The :guilabel:`Cohort` view is used to track the changes in data over a "
|
||||
"period of time. To display the :guilabel:`Status Analysis` report in a "
|
||||
":guilabel:`Cohort` view, click the icon in the top right corner above the "
|
||||
"chart."
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst-1
|
||||
msgid "View of the SLA status analysis report in cohort view"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:183
|
||||
msgid ":ref:`Reporting views <reporting/views>`"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/overview/sla.rst:184
|
||||
msgid ""
|
||||
":doc:`Allow customers to close their tickets "
|
||||
"</applications/services/helpdesk/advanced/close_tickets>`"
|
||||
msgstr ""
|
||||
|
||||
#: ../../content/applications/services/helpdesk/timesheet_and_invoice.rst:5
|
||||
msgid "Timesheet and Invoice"
|
||||
|
||||
Reference in New Issue
Block a user