Metadata-Version: 2.1
Name: odoo14-addon-helpdesk-mgmt
Version: 14.0.2.11.1.dev9
Summary: Helpdesk
Home-page: https://github.com/OCA/helpdesk
Author: AdaptiveCity, C2i Change 2 Improve, Domatix, Factor Libre, SDi Soluciones, Odoo Community Association (OCA)
Author-email: support@odoo-community.org
License: AGPL-3
Platform: UNKNOWN
Classifier: Programming Language :: Python
Classifier: Framework :: Odoo
Classifier: Framework :: Odoo :: 14.0
Classifier: License :: OSI Approved :: GNU Affero General Public License v3
Classifier: Development Status :: 4 - Beta
Requires-Python: >=3.6
Requires-Dist: odoo <14.1dev,>=14.0a

===================
Helpdesk Management
===================

.. 
   !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
   !! This file is generated by oca-gen-addon-readme !!
   !! changes will be overwritten.                   !!
   !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
   !! source digest: sha256:6c72c4fe3e5aefdf56c194162c93dd84b8372f0d37558a8402701c505c055565
   !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

.. |badge1| image:: https://img.shields.io/badge/maturity-Beta-yellow.png
    :target: https://odoo-community.org/page/development-status
    :alt: Beta
.. |badge2| image:: https://img.shields.io/badge/licence-AGPL--3-blue.png
    :target: http://www.gnu.org/licenses/agpl-3.0-standalone.html
    :alt: License: AGPL-3
.. |badge3| image:: https://img.shields.io/badge/github-OCA%2Fhelpdesk-lightgray.png?logo=github
    :target: https://github.com/OCA/helpdesk/tree/14.0/helpdesk_mgmt
    :alt: OCA/helpdesk
.. |badge4| image:: https://img.shields.io/badge/weblate-Translate%20me-F47D42.png
    :target: https://translation.odoo-community.org/projects/helpdesk-14-0/helpdesk-14-0-helpdesk_mgmt
    :alt: Translate me on Weblate
.. |badge5| image:: https://img.shields.io/badge/runboat-Try%20me-875A7B.png
    :target: https://runboat.odoo-community.org/builds?repo=OCA/helpdesk&target_branch=14.0
    :alt: Try me on Runboat

|badge1| |badge2| |badge3| |badge4| |badge5|

This module adds Helpdesk functionality in Odoo.

**Table of contents**

.. contents::
   :local:

Configuration
=============

To configure this module, you need to:

#. Edit or create new channels.
#. Edit or create new categories.
#. Edit or create new stages.
#. Edit or create new teams.
#. Edit or create new tags.

Channels
~~~~~~~~

#. Go to *Helpdesk > Configuration > Channels* to edit or create new channels.
#. Edit or create a channel.
#. Set the name for the channel.
#. You can also Activate or Deactivate channels.

.. figure:: https://raw.githubusercontent.com/OCA/helpdesk/14.0/helpdesk_mgmt/static/description/Channels.PNG
   :alt: Channels
   :width: 600 px

Categories
~~~~~~~~~~

#. Go to *Helpdesk > Configuration > Categories* to edit or create new categories.
#. Edit or create a new category.
#. Set the name for the category.
#. You can also Activate or Deactivate categories.

.. figure:: https://raw.githubusercontent.com/OCA/helpdesk/14.0/helpdesk_mgmt/static/description/Categories.PNG
   :alt: Categories
   :width: 600 px

Stages
~~~~~~

#. Go to *Helpdesk > Configuration > Stages* to edit or create new stages.
#. Edit or create a new stage.
#. Set the name for the stage.
#. Set the sequence order for the stage.
#. You can select an Email template.
#. Mark the Unattended checkbox if the stage contains unattended tickets.
#. Mark the Closed checkbox if the stage contains closed tickets.
#. You can add a description for the stage.
#. You can also Activate or Deactivate stages.

.. figure:: https://raw.githubusercontent.com/OCA/helpdesk/14.0/helpdesk_mgmt/static/description/Stages.PNG
   :alt: Stages
   :width: 600 px

You can also sort the stage sequence if you move up or down the stages in the list view.

Teams
~~~~~

#. Go to *Helpdesk > Configuration > Teams* to edit or create new teams.
#. Edit or create a new team.
#. Set the name for the team.
#. Add the teams members.
#. You can also Activate or Deactivate teams.

.. figure:: https://raw.githubusercontent.com/OCA/helpdesk/14.0/helpdesk_mgmt/static/description/Teams.PNG
   :alt: Teams
   :width: 600 px

Tags
~~~~

#. Go to *Helpdesk > Configuration > Ticket Tags* to edit or create new tags.
#. Edit or create a new tag.
#. Set the name for the tag.
#. Set the color index for the tag.
#. You can also Activate or Deactivate tags.

.. figure:: https://raw.githubusercontent.com/OCA/helpdesk/14.0/helpdesk_mgmt/static/description/Tags.PNG
   :alt: Ticket Tags
   :width: 600 px


Permissions
~~~~~~~~~~~

There are restrictions to read tickets according to the user's permissions set in Helpdesk.

#. *User: Personal tickets*: User is able to see their tickets (those that are assigned to their user) or those that are no team nor user is assigned.
#. *User: Team tickets*: User is able to see all the tickets that are assigned to the teams to which he/she belongs or the tickets that are not assigned to any team nor user.
#. *User*: User is able to see all the tickets.

Usage
=====

#. Go to *Helpdesk* or *Helpdesk > Dashboard* to see the tickets dashboard
#. In the Kanban view, click in the kanban card of a team to see their tickets and create new ones.

.. figure:: https://raw.githubusercontent.com/OCA/helpdesk/14.0/helpdesk_mgmt/static/description/Tickets_Kanban.PNG
   :alt: Kanban view
   :width: 600 px

To create a new ticket from the kanban view:

#. Press *Create* button or click on the plus icon at the top of the column of a stage.
#. Set the name or subject for the ticket.
#. Select the team that will manage the ticket.
#. You can select a user to assign the ticket.
#. Set the priority of the ticket.
#. Select the partner, and you can also set the partner name and email.
#. You can select a category and set tags for the ticket.
#. Add a description.
#. You can also attach files to the ticket.

.. figure:: https://raw.githubusercontent.com/OCA/helpdesk/14.0/helpdesk_mgmt/static/description/Tickets01.PNG
   :alt: Create a new ticket
   :width: 600 px

Bug Tracker
===========

Bugs are tracked on `GitHub Issues <https://github.com/OCA/helpdesk/issues>`_.
In case of trouble, please check there if your issue has already been reported.
If you spotted it first, help us to smash it by providing a detailed and welcomed
`feedback <https://github.com/OCA/helpdesk/issues/new?body=module:%20helpdesk_mgmt%0Aversion:%2014.0%0A%0A**Steps%20to%20reproduce**%0A-%20...%0A%0A**Current%20behavior**%0A%0A**Expected%20behavior**>`_.

Do not contact contributors directly about support or help with technical issues.

Credits
=======

Authors
~~~~~~~

* AdaptiveCity
* C2i Change 2 Improve
* Domatix
* Factor Libre
* SDi Soluciones

Contributors
~~~~~~~~~~~~

* `Domatix <https://www.domatix.com>`_:

  * Carlos Martínez
  * Catalin Airimitoaie
  * Álvaro López
  * Samuel Calvo

* `Adaptive City <https://www.adaptivecity.com>`_:

  * Aitor Bouzas

* `SDi Soluciones, S.L. <https://www.sdi.es>`_:

  * Oscar Soto
  * Jorge Luis Quinteros

* `C2i Change 2 improve <http://www.c2i.es>`_:

  * Eduardo Magdalena <emagdalena@c2i.es>

* `Factor Libre <https://factorlibre.com>`_:

  * María Alhambra
  * Daniel Cano

* `Tecnativa <https://www.tecnativa.com>`_:

  * Pedro M. Baeza
  * Víctor Martínez

* `ID42 Sistemas <https://www.id42.com.br>`_:

  * Marcel Savegnago
  * Eduardo Aparício

* `Obertix <https://www.obertix.net>`_:

  * Vicent Cubells

* `Solvos <https://www.solvos.es>`_:

  * David Alonso

Maintainers
~~~~~~~~~~~

This module is maintained by the OCA.

.. image:: https://odoo-community.org/logo.png
   :alt: Odoo Community Association
   :target: https://odoo-community.org

OCA, or the Odoo Community Association, is a nonprofit organization whose
mission is to support the collaborative development of Odoo features and
promote its widespread use.

This module is part of the `OCA/helpdesk <https://github.com/OCA/helpdesk/tree/14.0/helpdesk_mgmt>`_ project on GitHub.

You are welcome to contribute. To learn how please visit https://odoo-community.org/page/Contribute.


