msgid "Setting up a **default warehouse** can be useful for field technicians who keep a supply in their van or those who always resupply from the same warehouse. It also allows field workers to switch between warehouses from their profiles."
msgid "To set up a user default warehouse, the :doc:`storage locations <../../inventory_and_mrp/inventory/warehouses_storage/inventory_management/use_locations>` feature needs to be activated in the **Inventory** app. It is also necessary to have more than one warehouse in your database."
msgid "To set up a default warehouse for yourself, click your **profile icon** in the upper right corner of the screen, then, go to :menuselection:`My Profile --> Preferences --> Default Warehouse`. Select the default warehouse from the drop-down menu."
msgid "To set up a default warehouse for a specific user, go to :menuselection:`Settings --> Users --> Manage users`, select a user, then go to the :guilabel:`Preferences` tab. Scroll down to :guilabel:`Inventory`, and select the default warehouse from the drop-down menu."
msgid "Once a default warehouse has been configured for a user, the materials used for a sales order related to a Field Service task are pulled from that specific warehouse. Open the related sales order, go to the :guilabel:`Other Info` tab, then scroll down to :guilabel:`Delivery`. The default warehouse is applied correctly."
msgid "Allowing your sales team to open onsite interventions creates a seamless experience for your customers. They can receive a quotation they first have to approve before the work even starts."
msgid "From the :doc:`Sales <../../sales/sales>` app, create a quotation with the product and confirm it. A task is automatically set up under your Field Service project. It is directly accessible from the sales order."
msgid "The integration with the :doc:`Helpdesk <../helpdesk>` app lets your helpdesk team manage intervention requests directly. Planning field service tasks from tickets speeds up your processes."
msgid "The helpdesk tickets of the team now display the :guilabel:`Plan Intervention` button. Click on it to create a new task under your field service project."
msgid "*After-Sales* services can be configured in the *Helpdesk* application for individual *teams*. Once enabled, users can issue refunds, process returns, generate coupons, and/or schedule repair and field service interventions directly from a ticket."
msgid "Start by enabling the after-sales services on specific *Helpdesk* team(s), by going to :menuselection:`Helpdesk --> Configuration --> Teams` and selecting which teams(s) these services should be active on. Then, scroll to the :guilabel:`After-Sales` section on the team's settings page, and choose which of the following options to enable:"
msgid "As all of the after-sales services in Odoo require integration with other applications, enabling any of them may result in the installation of additional modules or applications. *Installing a new application on a One-App-Free database will trigger a 15-day trial. At the end of the trial, if a paid subscription has not been added to the database, it will no longer be accessible.*"
msgid "A *credit note* is a document issued to a customer informing them that they have been credited a certain amount of money. They can be used to provide a full refund to a customer, or to adjust any remaining amount due. While they are usually created through the *Accounting* or *Invoicing* applications, they can be created through a *Helpdesk* ticket, as well."
msgid "To create a credit note, navigate to a ticket on the :menuselection:`Helpdesk` application, and click the :guilabel:`Refund` button in the upper-left corner of the ticket dashboard. Then, select the corresponding invoice from the :guilabel:`Invoices to Refund` drop-down menu."
msgid ":guilabel:`Full Refund`: the credit note is auto-validated and reconciled with the invoice. *This is the option to choose if a validated invoice needs to be canceled*"
msgid ":guilabel:`Full refund and new draft invoice`: the credit note is auto-validated and reconciled with the invoice. The original invoice is duplicated as a new draft. *This is the option to choose if a validated invoice needs to be modified*"
msgid "Make any necessary changes to the details of the credit note and click :guilabel:`Reverse.` Then click :guilabel:`Confirm` to post the credit note."
msgid "Coupons can be used to alter the price of products or orders. The usage constraints of a coupon are defined by conditional rules. *Coupon Programs* are configured in the *Sales* or *Website* applications."
msgid "To generate a coupon, open a *Helpdesk* ticket and click on the :guilabel:`Coupon` button in the upper left corner. Select an option from the :guilabel:`Coupon Program` drop-down menu, then click :guilabel:`Generate`."
msgid "The :guilabel:`Coupon Code` can be copied directly from the pop-up window (by clicking the :guilabel:`Copy` button), or sent in an email by clicking :guilabel:`Send`."
msgid "When emailing a coupon code, all the followers of the ticket will be added as recipients to the email. Additional recipients can be added to the email as well, in the :guilabel:`Recipients` field of the :guilabel:`Compose Email` pop-up window."
msgid "Once a :guilabel:`Coupon Code` has been generated, a :guilabel:`Coupons` smart button will be added to the top of the ticket; click the smart button to view the coupon code, expiration date, and additional information."
msgid "Returns are completed through *reverse transfers*, which generate new warehouse operations for the returning products. Click the :guilabel:`Return` button in the top-left corner of a ticket to open the :guilabel:`Reverse Transfer` pop-up window."
msgid "Click :guilabel:`Return` to confirm the return. This generates a new warehouse operation for the incoming returned product(s). A :guilabel:`Return` smart button will then be added to the top of the ticket."
msgid "If the ticket is related to an issue with a faulty or broken product, a repair order can be created from the *Helpdesk* ticket, and managed through the *Repairs* application."
msgid "If a product was specified in the :guilabel:`Product` field on the ticket, it will be added to the :guilabel:`Product to Repair` field automatically. If not, click into the field to select a product from the drop down."
msgid "Fill out the :guilabel:`Repair Description` field with a brief explanation of the issue. Click the :guilabel:`Sale Order` field and then select the originating :abbr:`SO (Sales Order)` from which the product is being repaired from. If a return has been initiated for the product, select the reference number from the drop-down in the :guilabel:`Return` field."
msgid "Choose an :guilabel:`Invoice Method` from the drop-down. Select :guilabel:`Before Repair` or :guilabel:`After Repair` to generate an invoice before or after the work is completed. Selecting :guilabel:`No Invoice` means that an invoice cannot be generated for this service."
msgid "If parts are required for the repair, they can be added in the :guilabel:`Parts` tab. Services can be added as product lines on the :guilabel:`Operations` tab. Additional information for the internal repair team can be added to the :guilabel:`Repair Notes` tab. Information for the customer can be added to the :guilabel:`Quotation Notes` tab, and will be automatically added to the PDF of the quotations generated from this :guilabel:`Repair Reference`."
msgid "Once a user creates a repair order from a *Helpdesk* ticket, they will be able to access it through the ticket's :guilabel:`Repair` smart button, or from a link in the :guilabel:`Chatter`, even if they do not have access rights to the *Repair* application."
msgid "On-site interventions can be planned from a ticket and managed through the *Field Service* application. Customers with :doc:`portal access </applications/general/users/portal>` will be able to track the progress of a :guilabel:`Field Service` task just as they would a *Helpdesk* ticket."
msgid "To create a new task, navigate to a :menuselection:`Helpdesk` ticket. Click :guilabel:`Create Task` to open the :guilabel:`Create a Field Service task` pop-up. Confirm or update the task :guilabel:`Title`."
msgid "The :guilabel:`Project` field on the :guilabel:`Create a Field Service task` pop-up will default to the same *Field Service* project that was identified on the team's settings page. To change the project for this specific task, select one from the :guilabel:`Project` field."
msgid "To change the default *Field Service* project for the team, go to :menuselection:`Helpdesk --> Configuration --> Teams` to select a :guilabel:`Team`. Scroll to the :guilabel:`After-Sales` section and choose new project under :guilabel:`Field Service`."
msgid "After the task is created, a :guilabel:`Tasks` smart button will be added to the ticket, linking the :guilabel:`Field Service` task to the ticket."
msgid "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."
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*."
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."
msgid "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."
msgid "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*."
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`."
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."
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."
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."
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."
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`."
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."
msgid "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."
msgid "Odoo *Helpdesk* provides teams with the ability to track the amount of hours spent working on a ticket, and to bill a customer for that time. Through integrations with the *Sales*, *Timesheets* and *Accounting* applications, customers can be charged once the work is completed, or before it has even begun."
msgid "Since the *Track & Bill Time* features require integration with other applications, enabling them may result in the installation of additional modules (or applications)."
msgid "Installing a new application on a *One-App-Free* database triggers a 15-day trial. At the end of the trial, if a paid subscription has not been added to the database, it will no longer be active or accessible."
msgid "Before a customer can be invoiced for support services, the *Track & Bill Time* features must first be enabled. These features must be enabled on each *Helpdesk* team where they will be utilized."
msgid "To view and enable the :guilabel:`Track & Bill Time` features on a *Helpdesk* team, first navigate to :menuselection:`Helpdesk --> Configuration --> Teams`. Then select a team from the list or :doc:`create a new one </applications/services/helpdesk/overview/getting_started>`. This will reveal a team's settings page."
msgid "On the team's settings page, scroll to the :guilabel:`Track & Bill Time` section. Check the boxes labeled :guilabel:`Timesheets` and :guilabel:`Time Billing`."
msgid "The project selected in this field is where all the timesheets for this team's tickets will be recorded. Click into the drop-down menu to select a :guilabel:`Project`."
msgid "To create a new project where the timesheets will be recorded, click into the drop-down menu, type a name for the project, and then click :guilabel:`Create`."
msgid "When the :guilabel:`Time Billing` feature is enabled, a new product is created in the *Sales* app called :guilabel:`Service on Timesheets`. This product can be found under :menuselection:`Sales --> Products --> Products`. Search for `Service on Timesheets` in the :guilabel:`Search...` bar. This is the product that will be used when invoicing for *post-paid support services* after they have been completed."
msgid "Select :guilabel:`Service on Timesheets` from the product page. This reveals the product detail form. The product is configured with the :guilabel:`Product Type` set to :guilabel:`Service` and the :guilabel:`Invoicing Policy` set to :guilabel:`Based on Timesheets`."
msgid "In order to invoice for support services before the work has been completed (also known as *prepaid support services*), a separate product with a different invoicing policy must be created."
msgid "To create a new service product, go to :menuselection:`Sales --> Products --> Products` and click :guilabel:`New`. This will reveal a blank product detail form."
msgid "On the new product form, add a :guilabel:`Product Name`, and set the :guilabel:`Product Type` to :guilabel:`Service`. Then, set the :guilabel:`Invoicing Policy` to :guilabel:`Prepaid/Fixed Price`. This means an invoice can be generated and payment can be received for this product before any timesheets entries have been recorded for these services."
msgid "When support services are billed on a fixed price, an invoice can be created before any work is completed on the issue. In this case, a service product with the invoicing policy set to :guilabel:`Prepaid/Fixed Price` would be used, just like :ref:`the section above <helpdesk/advanced/configure-service-products>`."
msgid "To invoice a customer for prepaid support services, first create a sales order (SO) with the support services product. To do this, go to :menuselection:`Sales --> Orders --> Quotations --> New`, which reveals a blank quotation form."
msgid "Go to the :guilabel:`Order Lines` tab of the quotation and click :guilabel:`Add a Product`. Then, select the *prepaid services product* configured in the steps above. Update the :guilabel:`Quantity` field with the number of hours."
msgid "After updating any other necessary information, :guilabel:`Confirm` the quotation. This converts the quotation into an :abbr:`SO (sales order)`."
msgid "Once the :abbr:`SO (sales order)` has been confirmed, click the :guilabel:`Create Invoice` button. This will open a :guilabel:`Create Invoices` pop-up window."
msgid "If no down payment will be collected, the :guilabel:`Create Invoice` type can remain as :guilabel:`Regular Invoice`. If a down payment will be collected, choose between either :guilabel:`Down payment (percentage)` or :guilabel:`Down payment (fixed amount)`."
msgid "To create a *Helpdesk* ticket for prepaid services, navigate to :menuselection:`Helpdesk` and click the :guilabel:`Tickets` button to reveal a specific team's pipeline. Click :guilabel:`New` to create a new ticket."
msgid "When the customer name is added, the :guilabel:`Sales Order Item` field will automatically populate with the most recent prepaid sales order item that has time remaining."
msgid "On the ticket detail form, click on the :guilabel:`Timesheets` tab and click :guilabel:`Add a line`. Choose an :guilabel:`Employee`, add a :guilabel:`Description` of the task, and enter the number of :guilabel:`Hours Spent`."
msgid "If the number of hours on the :guilabel:`Timesheets` tab exceeds the number of hours sold, the :guilabel:`Remaining Hours of SO` will turn red."
msgid "As hours are added to the :guilabel:`Timesheets` tab, they are automatically updated in the :guilabel:`Delivered` field on the :abbr:`SO (sales order)`, as well."
msgid "When support services are billed based on the amount of time spent on an issue, an invoice cannot be created before the total number of hours required to solve the problem have been entered on a timesheet. In this case, a service product with the invoicing policy set to :guilabel:`Based on Timesheets` would be used, like the one created above."
msgid "To invoice a customer for post-paid support services, first create a sales order (SO) with the *support services product*. To do this, go to :menuselection:`Sales --> Orders --> Quotations --> New`."
msgid "On the :guilabel:`Order Lines` tab, click :guilabel:`Add a Product`. Select the post-paid services product configured in the steps above. After updating any other necessary information, :guilabel:`Confirm` the quotation."
msgid "Unlike with the prepaid services quotation, Odoo will not allow an invoice to be created at this time. That is because no services have been performed; in other words nothing has been delivered, therefore, there is nothing to invoice."
msgid "To record a *Timesheet* entry for time-tracker services, go to :menuselection:`Helpdesk` and select the appropriate team for which these services apply."
msgid "If there is already an existing ticket for this issue, select it from the kanban view. This will open the ticket details form. If there is no existing ticket for this customer issue, click :guilabel:`New` to create a new ticket and enter the necessary customer information on the blank ticket details form."
msgid "After selecting or creating a ticket, go to the :guilabel:`Sales Order Line` drop-down menu. Select the :abbr:`SO (sales order)` created in the previous step."
msgid "In order to create an invoice for a product based on timesheets, hours need to be tracked and recorded. At this point, the service is considered *delivered*. To record hours for this support service, click on the :guilabel:`Timesheets` tab of the ticket."
msgid "Click :guilabel:`Add a Line` to record a new entry. Select an :guilabel:`Employee` from the drop-down menu, and record the time spent in the :guilabel:`Hours Spent` column."
msgid "After the customer's issue has been solved, and it is determined no new timesheet entries will be made, an invoice can be created, and the customer can be billed."
msgid "Before creating the invoice, confirm that the number in the :guilabel:`Delivered` column matches the total number of :guilabel:`Hours Spent` listed in the :guilabel:`Timesheets` tab on the ticket."
msgid "Then, click :guilabel:`Create Invoice`. This will open a :guilabel:`Create Invoices` pop-up window. If no down payment will be collected, the :guilabel:`Create Invoice` type can remain as :guilabel:`Regular Invoice`. If a down payment will be collected, choose between either :guilabel:`Down payment (percentage)` or :guilabel:`Down payment (fixed amount)`."
msgid "Use the :guilabel:`Timesheets Period` field if this invoice should only include timesheets from a certain time period. If this field is left blank, *all* applicable timesheets that have not yet been invoiced will be included."
msgid "Odoo :guilabel:`Helpdesk` is a ticket-based customer support application. Teams can track, prioritize, and solve customer issues from their pipeline, which is organized in customizable stages. Multiple teams can be configured and managed in one dashboard."
msgid "To view or modify *Helpdesk* teams, go to :menuselection:`Helpdesk --> Configuration --> Teams`. To create a new team, click on the :guilabel:`New` button in the top left of the dashboard. From there, name the new team, and fill out the remaining fields as defined in the following sections on the form."
msgid ":guilabel:`Invited portal users and all internal users` have access to the team without being a follower. Portal users will only be able to access tickets that they are following."
msgid "A `Customer Support` team intended to handle general issues with shipping and product issues would have the visibility setting :guilabel:`Invited portal users and all internal users`. However, a `Financial Services` team handling tickets related to accounting or tax information would only need to be visible to :guilabel:`Invited internal users`."
msgid "When tickets are received, they will need to be assigned to a member of the support team. This can be done manually on each ticket individually, or through :guilabel:`Automatic Assignment`. Check the box next to :guilabel:`Automatic Assignment` to enable the feature for this team."
msgid "on how many open tickets they are currently assigned. This option is useful for automatically delegating a heavier workload to high-performers who tend to close tickets quickly."
msgid "Finally, add the :guilabel:`Team Members` who will be assigned tickets for this team. Leave the field empty to include all employees who have the proper assignments and access rights configured in their user account settings."
msgid "If an employee has time off scheduled in the :guilabel:`Time Off` application, they will not be assigned tickets during that time. If no employees are available, the system will look ahead until there is a match."
msgid ":guilabel:`Stages` are used to organize the *Helpdesk* pipeline and track the progress of tickets. Stages are customizable, and can be renamed to fit the needs of each team."
msgid ":ref:`Developer mode <developer-mode>` must be activated in order to access the stages menu. To activate developer mode go to :menuselection:`Settings --> General Settings --> Developer Tools` and click on :guilabel:`Activate the developer mode`."
msgid "The list view shows an overview of all the stages currently available in Helpdesk. They are listed in the order they appear in the pipeline. To change the order of the stages, use the arrow buttons on the left side of the list."
msgid "To create a new stage, click on the :guilabel:`New` button in the top left of the dashboard. Next, choose a name for the new stage, and add a description (though it is not required). Fill out the remaining fields following the steps below."
msgid "When an :guilabel:`Email Template` is added to a stage, an email is automatically sent to the the customer when a ticket reaches that specific stage in the helpdesk pipeline. Likewise, adding an :guilabel:`SMS Template` will result in an SMS text message being sent to the customer."
msgid "SMS Text Messaging is an In-App Purchase (IAP) service that requires prepaid credits to work. Refer to `SMS Pricing FAQ <https://iap-services.odoo.com/iap/sms/pricing>`_ for additional information."
msgid "To select an existing email template, select it from the :guilabel:`Email Template` field. Click on the arrow key to the right of the field to edit the template."
msgid "To create a new template, click the field and begin typing a new template title. Then select :guilabel:`Create and edit`, and complete the form details."
msgid "Make a selection in the :guilabel:`Teams` field on the :guilabel:`Stages` form. More than one team may be selected, since the same stage(s) can be assigned to multiple teams."
msgid "Check the :guilabel:`Folded in Kanban` box on the :guilabel:`Stages` form to display this stage as *folded* by default in the kanban view for this team."
msgid "Tickets that reach a *folded* stage are considered closed. Closing a ticket before the work is completed can result in reporting and communication issues. This setting should only be enabled for stages that are considered *closing* stages."
msgid "The *help center* is a centralized location where teams and customers can search for and share detailed information about products and services."
msgid "In order to activate any of these features on a *Helpdesk* team, (*Forums*, *eLearning*, or *Knowledge*), the :guilabel:`Visibility` of the team has to be set to :guilabel:`Invited portal users and all internal users`. See :doc:`Getting Started </applications/services/helpdesk/overview/getting_started>` for more information on *Helpdesk* team settings and configuration."
msgid "Since all of the *help center* features require integration with other applications, enabling any of them may result in the installation of additional modules or applications."
msgid "Installing a new application on a *One-App-Free* database will trigger a 15-day trial. At the end of the trial, if a paid subscription has not been added to the database, it will no longer be active or accessible."
msgid "Odoo's *Knowledge* application is a collaborative library where users can store, edit, and share information. The *Knowledge* app is represented throughout the database by a *book* icon."
msgid "To enable the *Knowledge* feature on a *Helpdesk* team, go to :menuselection:`Helpdesk --> Configuration --> Teams` and select a team, or create a :doc:`new one </applications/services/helpdesk/overview/getting_started>`."
msgid "On the team's detail form, scroll down to the :guilabel:`Self-Service` section. Click the box next to :guilabel:`Knowledge` to activate the *Knowledge* feature. When clicked, a new field labeled :guilabel:`Article` appears."
msgid "Clicking the :guilabel:`Article` field reveals a drop-down menu. At first, there is only one option in the drop-down menu titled :guilabel:`Help`, which Odoo provides by default. Select :guilabel:`Help` from the drop-down menu to choose this article."
msgid "To create a new article, go to the :menuselection:`Knowledge app`, then hover the cursor next to the :guilabel:`Workspace` section heading, located in the left sidebar. Moving the cursor there reveals a hidden :guilabel:`➕ (plus sign)` icon."
msgid "Click the :guilabel:`➕ (plus sign)` to create a new article in the :guilabel:`Workspace`. In the upper right corner of the page, click the :guilabel:`Share` button, and slide the :guilabel:`Share to Web` toggle switch until it reads :guilabel:`Article Published`. It can then be added to a *Helpdesk* team."
msgid "When members of a *Helpdesk* team are trying to solve a ticket, they can search through the content in the *Knowledge* app for more information on the issue."
msgid "To search *Knowledge* articles, open a ticket — either from the *Helpdesk* app dashboard, or by going to :menuselection:`Helpdesk app --> Tickets --> All Tickets`, and selecting a :guilabel:`Ticket` from the list."
msgid "*Knowledge* articles can also be searched by pressing :command:`Ctrl + K` to open the command palette, then typing :command:`?`, followed by the name of the desired article."
msgid "When Odoo reveals the desired article, click it, or highlight the :guilabel:`Article` title, and press :command:`Enter`. This will open the article in the :guilabel:`Knowledge` application."
msgid "Even though the *Help* article has been enabled on a team, Odoo will not share all the nested articles to the web. Individual articles intended for customers **must** be published for them to be viewable on the website."
msgid "To publish an article, navigate to the desired article, by following the above steps, and click the :guilabel:`Share` icon in the upper-right corner. This will reveal a menu. Slide the toggle button labeled :guilabel:`Share to Web` to read :guilabel:`Article Published`."
msgid "*Template* boxes can be added to *Knowledge* articles to allow content to be reused, copied, sent as messages, or added to the description on a ticket. This allows teams to maintain consistency when answering customer tickets, and minimize the amount of time spent on responding to repeat questions."
msgid "To create a template, go to :menuselection:`Knowledge --> Help`. Click on an existing nested article or create a new one by clicking the :guilabel:`➕ (plus sign)` icon next to *Help*."
msgid "Type `/` to open the :guilabel:`Powerbox` and view a list of :doc:`commands </applications/productivity/knowledge/articles_editing>`. Select or type `template`. A gray template block will be added to the page. Add any necessary content to this block."
msgid "Templates will only display the :guilabel:`Use as description` or :guilabel:`Send as Message` options if they are accessed directly from *Helpdesk*."
msgid "To use templates in a *Helpdesk* ticket, first, open a ticket, either from the :guilabel:`Helpdesk` dashboard or by going to :menuselection:`Helpdesk --> Tickets --> All Tickets` and selecting a :guilabel:`Ticket` from the list."
msgid "Click on the :guilabel:`Knowledge (book)` icon above the chatter for the ticket. This opens a search window. In this search window, select, or search for the desired article. Doing so reveals that article page in the Odoo *Knowledge* application."
msgid "To use a template to respond to a ticket, click :guilabel:`Send as message` in the upper right corner of the template box, located in the body of the article."
msgid "Doing so opens a :guilabel:`Compose email` pop-up window. In this window, select the recipients, make any necessary additions or edits to the template, then click :guilabel:`Send`."
msgid "To use a template to add information to a ticket's description, click :guilabel:`Use as description` in the upper right corner of the template box, located in the body of the article. Doing so will not replace the existing text in a ticket's description. The template will be added as additional text."
msgid "A *Community Forum* provides a space for customers to answer each other's questions and share information. By integrating a forum with a *Helpdesk* team, tickets submitted by customers can be converted to posts and shared."
msgid "To enable :guilabel:`Community Forums` on a *Helpdesk* team, start by navigating to :menuselection:`Helpdesk app --> Configuration --> Teams` and select a team, or create a :doc:`new one </applications/services/helpdesk/overview/getting_started>`."
msgid "Selecting or creating a team reveals that team's detail form. Scroll down to the :guilabel:`Self-Service` section of features, and enable :guilabel:`Community Forum`, by checking the box beside it."
msgid "Click the empty :guilabel:`Forums` field to reveal a drop-down menu. By default, there is only one option to begin with, labeled :guilabel:`Help`. That is the option Odoo automatically created when the :guilabel:`Community Forums` feature was enabled. Select :guilabel:`Help` from the drop-down menu to enable that forum."
msgid "To create a new forum, type a name into the blank :guilabel:`Forums` field, then click the :guilabel:`Create and Edit` option. Multiple forums can be selected in this field."
msgid "To do that, select a ticket, either from a team's pipeline or from :menuselection:`Tickets --> All Tickets` in the :guilabel:`Helpdesk` application."
msgid "When clicked, a pop-up appears. Here, the post and title can be edited to correct any typos, or modified to remove any proprietary or client information. :guilabel:`Tags` can also be added to help organize the post in the forum, making it easier for users to locate during a search. When all adjustments have been made, click :guilabel:`Create and View Post`."
msgid "Odoo *eLearning* courses offer customers additional training and content in the form of videos, presentations, and certifications/quizzes. Providing additional training enables customers to work through issues and find solutions on their own. They can also develop a deeper understanding of the services and products they are using."
msgid "To enable *eLearning* courses on a *Helpdesk* team, go to :menuselection:`Helpdesk --> Configuration --> Teams` and select a team, or create a :doc:`new one </applications/services/helpdesk/overview/getting_started>`."
msgid "On the team's settings page, scroll to the :guilabel:`Self-Service` section, and check the box next to :guilabel:`eLearning`. A new field will appear below, labeled :guilabel:`Courses`."
msgid "Click the empty field next to :guilabel:`Courses` beneath the :guilabel:`eLearning` feature to reveal a drop-down menu. Select an available course from the drop-down menu, or type a title into the field, and click :guilabel:`Create and edit` to create a new course from this page. Multiple courses can be assigned to a single team."
msgid "To create a course directly through the *eLearning* application, navigate to :menuselection:`eLearning --> New`. This reveals a blank course template that can be customized and modified as needed."
msgid "Click on the :guilabel:`Options` tab. Under :guilabel:`Access Rights`, choose the :guilabel:`Enroll Policy`. This determines which users will be allowed to take the course. Under :guilabel:`Display`, choose the course :guilabel:`Type` and :guilabel:`Visibility`. The :guilabel:`Visibility` setting determines whether the course will be available to public site visitors or members."
msgid "To add content to a course, click the :guilabel:`Content` tab and select :guilabel:`Add Content`. Choose the :guilabel:`Content Type` from the drop-down menu and upload the file, or paste the link, where instructed. Click :guilabel:`Save` when finished. Click :guilabel:`Add Section` to organize the course in sections."
msgid "In order to add a certification to a course, go to :menuselection:`eLearning --> Configuration --> Settings`, check the box labeled :guilabel:`Certifications`, and :guilabel:`Save` to activate the setting."
msgid "If the course is published, but the contents of the course are not published, customers can enroll in the course on the website, but they won't be able to view any of the course content. Knowing this, it may be beneficial to publish the course first if the course contents are intended to be released over time, such as classes with a weekly schedule."
msgid "To publish a course, choose a course from the *eLearning* dashboard. On the course template page, click the :guilabel:`Go to Website` smart button."
msgid "This will reveal the front end of the course's web page. At the top of the course web page, move the :guilabel:`Unpublished` toggle switch to :guilabel:`Published`."
msgid "To publish *eLearning* course content from the back-end, choose a course from the *eLearning* dashboard. On the course template page, click the :guilabel:`Published Contents` smart button."
msgid "Doing so reveals a separate page displaying all the published content related to that course. Remove the default :guilabel:`Published` filter from the search bar in the upper-right corner, to reveal all the content related to the course - even the non-published content."
msgid "While in :guilabel:`List View`, there is a checkbox on the far left of the screen, above the listed courses, to the left of the :guilabel:`Title` column. When that checkbox is clicked, all the course contents are selected at once."
msgid "With all the course content selected, double click any of the boxes in the :guilabel:`Is Published` column. This reveals a pop-up window, asking for confirmation that all selected records are intended to be published. Click :guilabel:`OK` to automatically publish all course content."
msgid "Asking customers to rate the support they received from a *Helpdesk* team provides an opportunity to gauge team performance and track customer satisfaction. Ratings can be published to the portal, providing customers with a general overview of the team's performance."
msgid "To enable *customer ratings* on a helpdesk team by going to :menuselection:`Helpdesk --> Configuration --> Teams`. Select a team from the list and navigate to the settings page. Scroll to the :guilabel:`Performance` section, and check the box for :guilabel:`Customer Ratings`."
msgid "Once the :guilabel:`Customer Ratings` setting has been enabled on the team's settings page, (see above) click the :guilabel:`Set an Email Template on Stages` link. Select a stage from the list, or click :guilabel:`New` to create a new stage."
msgid "Customers should only be asked to rate tickets once an issue has been resolved and their ticket is closed. Therefore, a *ratings request* email should only be added to a stage that is **folded** in the kanban, as tickets in a *folded stage* are considered closed."
msgid "On the stage's settings page, select `Helpdesk: Ticket Rating Request` in the :guilabel:`Email Template` field. This template has been pre-configured with ratings customers can use to provide feedback. To view the template, click the arrow button to the right of the field."
msgid "Once the template has been added to the stage, it will automatically send a message when a ticket is moved to that stage. Customers will be asked to rate the support they received with colored icons."
msgid "After selecting a rating, customers are taken to a webpage where they can provide specific written feedback to support their rating. Once a rating is submitted, it is added to the chatter on the ticket."
msgid "Customer ratings can also be viewed through the :guilabel:`Customer Ratings` report. To view this report, go to :menuselection:`Helpdesk --> Reporting --> Customer Ratings`."
msgid "After enabling the :guilabel:`Customer Ratings` setting, an option to publish ratings on the team's website appears. Enabling this setting provides portal users with an overview of the ratings the team has received over the last thirty days. Specific written feedback will not be included; only statistics of the team's performance will be visible."
msgid "In order to display ratings on the customer portal, a team has to have their visibility setting set to :guilabel:`Invited portal users and all internal users`. This setting is found on the team's settings page under :guilabel:`Visibility`."
msgid "Next, to publish the ratings, go to :menuselection:`Helpdesk --> Configuration --> Teams` and select a team. Scroll to :guilabel:`Performance` and enable :guilabel:`Publish this team's ratings on your website`."
msgid "To view the ratings for a team, a customer will log into the portal and navigate to one of their tickets. After clicking on the team name in the :guilabel:`Managed By` field, they will be directed to a page with the team's ratings over the past thirty days."
msgid "Individual ratings can be manually hidden from the portal. This allows for specific ratings to be kept out of the performance metrics that are shown to customers."
msgid "Navigate to :menuselection:`Helpdesk --> Tickets --> All Tickets` and remove the :guilabel:`Open` filter from the search bar. Then filter by :guilabel:`Satisfied`, :guilabel:`Okay` and/or :guilabel:`Dissatisfied`. Select a ticket from the results. Click the :guilabel:`Rating` smart button."
msgid "Odoo *Helpdesk* offers multiple channels where customers can reach out for assistance, such as email, live chat, and through a website's submission form. The variety of these contact options provides customers with multiple opportunities to receive support quickly, while also giving the support team the ability to manage multi-channel support tickets from one central location."
msgid "Go to :menuselection:`Helpdesk --> Configuration --> Teams` and choose an existing team, or click :guilabel:`New` to :doc:`create a new team <getting_started>`."
msgid "To alter a *Helpdesk* team's email alias, navigate to the :guilabel:`Teams` settings page. Find :guilabel:`Email Alias`, under the :guilabel:`Channels` heading, and then type in the desired team alias in the field."
msgid "When a new *Helpdesk* team is created, an :guilabel:`Email Alias` is created, as well. This alias can be changed in the :guilabel:`Alias` field."
msgid "If the database does not have a custom domain already configured, click :guilabel:`Configure a custom domain` to be redirected to the :guilabel:`Settings` page. From there, enable :guilabel:`Custom Email Servers`."
msgid "When an email is received, the subject line from the email becomes the title of a new *Helpdesk* ticket. The body of the email is also added to the ticket under the :guilabel:`Description` tab and in the ticket's :guilabel:`Chatter` section."
msgid "The configuration steps outlined above are for **Odoo Online** and **Odoo.sh** databases. For **On-premise** databases, additional configuration for custom email servers and email aliases may be required."
msgid "Enabling the *Website Form* setting adds a new page to the website with a customizable form. A new ticket is created once the required form fields are filled out and submitted."
msgid "To activate the website form, navigate to a team's settings page under :menuselection:`Configuration --> Teams`. Find the :guilabel:`Website Form` feature under the :guilabel:`Channels` section, and check the box."
msgid "After the feature is activated, click the :guilabel:`Go to Website` smart button at the top of the that :guilabel:`Teams` settings page to view and edit the new website form, which is created automatically by Odoo."
msgid "As well, if a *Help Center* is published, the smart button will navigate there first. Simply click the :guilabel:`Contact Us` button at the bottom of the forum to navigate to the ticket submission form."
msgid "To customize the default ticket submission form, click the :guilabel:`Edit` button in the upper right corner of the page. Then click on one of the fields in the form."
msgid "Add, remove, or update fields as necessary to alter the information submitted by customers. Fields can be made marked as :guilabel:`Required`, by toggling the switch from gray to blue in the website builder's editor window, located under the :guilabel:`Field` section. As well, other pertinent field information can be edited here, such as:"
msgid ":guilabel:`Label`: to give the form field a label (e.g. `Full Name`, `Email Address`, etc.). Also control the label position on the form by using the nested :guilabel:`Position` options."
msgid ":guilabel:`Description`: which, optionally, adds an editable line under the input box to provide additional contextual information related to the field."
msgid ":guilabel:`Visibility`: to allow for absolute or conditional visibility of the field. Nested options, such as device visibility, appear when certain options are selected."
msgid "Text blocks can be added in the farthest 1/3 column of the ticket form page, next to the ticket form. This is an ideal place to include team information such as additional contact details, hours, or common helpful articles that link to the :guilabel:`Forum`."
msgid "Once the form has been optimized and is ready for public use, :guilabel:`Save` the changes, and then publish the form by clicking on the :guilabel:`Unpublished` button."
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/responses>` `/helpdesk`."
msgid "To enable *Live Chat*, navigate to the :menuselection:`Configuration --> Teams` list view, select a team, and on the :guilabel:`Teams` settings page, click the check box next to :guilabel:`Live Chat`, under the :guilabel:`Channels` heading."
msgid "If this is the first time *Live Chat* has been enabled on the database, the page may need to be saved manually and refreshed before any further steps can be taken."
msgid "With the :guilabel:`Live Chat` setting engaged, click on :guilabel:`View Channels`. Then, on the :guilabel:`Website Live Chat Channels` dashboard, select the kanban card for the channel that was created for the *Helpdesk* team, or create a :guilabel:`New` one if necessary. When a kanban card is selected, additional options await on the channel's form."
msgid "When an individual channel is clicked on the :guilabel:`Website Live Chat Channels` dashboard, Odoo directs the page to the channel form. From there, the :guilabel:`Channel Name` can be edited, however Odoo names this to match the *Helpdesk* team's kanban pipeline, by default."
msgid "*Operators* are the users who will act as agents and respond to live chat requests from customers. The user who originally created the live chat channel will be added by default."
msgid "To add additional users, navigate and click on the live chat channel from the :guilabel:`Website Live Chat Channels` dashboard, and on the :guilabel:`Operators` tab, click :guilabel:`ADD`."
msgid "Then, click the check box next to the users to be added, and click :guilabel:`SELECT`. :guilabel:`New` operators can be created and added to the list, as well, by filling out the :guilabel:`Create Operators` form and then clicking :guilabel:`SAVE & CLOSE` (or :guilabel:`SAVE & NEW` for multiplerecord creations)."
msgid "As well, current operators can be edited or removed by clicking on their respective boxes in the :guilabel:`Operators` tab, and then adjusting their form values, or by using one of the form buttons located at the bottom of the form, such as :guilabel:`REMOVE`."
msgid "Change the text in the :guilabel:`Text of the Button` field to update the greeting displayed in the text bubble when the live chat button appears on the website."
msgid "Edit the :guilabel:`Welcome Message` to change the message a visitor sees when they open the chat window. This message will appear as though it is sent by a live chat operator, and should be an invitation to continue the conversation."
msgid "Change the :guilabel:`Livechat Button Color` and the :guilabel:`Channel Header Color` by clicking a color bubble to open the color selection window. Click the refresh icon to the right of the color bubbles to reset the colors to the default selection."
msgid "Color selection, for the button or header, can be made manually, or through RGB, HSL or HEX code selection. Different options will be available, depending on your operating system."
msgid "The :guilabel:`Channel Rules` tab determines when the live chat window opens on the website by logic of when a :guilabel:`URL Regex` action is triggered (e.g., a page visit)."
msgid "Edit existing rules, or create a new one by clicking :guilabel:`Add a line`, and fill out the pop-up form details based on how the rule should apply."
msgid "If a :guilabel:`Chatbot` will be included on this channel, select it from the dropdown. If the chatbot will only be active when no operators are available, check the box labeled :guilabel:`Enabled only if no operator`."
msgid "If a chatbot is added to a live chat channel, then 3 new smart buttons will appear on the channel settings form: :guilabel:`Chatbots`, :guilabel:`Sessions`, and :guilabel:`% Happy`."
msgid "The :guilabel:`Chatbots` smart button is where the chatbot can be programmed with a :guilabel:`Script`. Each line in the :guilabel:`Script` contains a :guilabel:`Message`, :guilabel:`Step Type`, :guilabel:`Answers`, and conditional :guilabel:`Only If` logic that applies when certain pre-filled answers are chosen. To create more steps in the :guilabel:`Script`, click :guilabel:`Add a line` and fill out the script steps form according to the desired logic."
msgid ":guilabel:`Sessions` is where live chat sessions are recorded in order of descending :guilabel:`Session Date`, by default. Each record includes the :guilabel:`Attendees` involved in the live chat session, the :guilabel:`# Messages`, as well as any :guilabel:`Rating` that was received when the session ended."
msgid "The :guilabel:`% Happy` smart button includes a log of ratings that were left by live chat attendees, and are labeled by date, time, and the support agent who was responsible for the live chat session."
msgid "Add the URL for the pages this channel will be applied to in the :guilabel:`URL Regex` field. If this channel will only be available to users in specific countries, add them to the :guilabel:`Country` field. If this field is left blank, the channel will be available to all site visitors."
msgid "The :guilabel:`Widget` tab on the live chat channel form offers an embeddable website widget, or a shortcode for instant customer/supplier access to a live chat window."
msgid "The live chat :guilabel:`Widget` can be applied to websites created through Odoo by navigating to the :menuselection:`Website --> Configuration --> Settings`. Then scroll to the :guilabel:`Live Chat` section, and select the channel to add to the site. Click :guilabel:`Save` to apply."
msgid "Likewise, to send a live chat session to a customer or supplier, click the second :guilabel:`COPY` button which contains a link to join directly."
msgid "During the conversation, an operator can use the shortcut :doc:`command </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."
msgid "Tickets will be set to low priority (0 stars) by default. To change the priority level, select the appropriate number of stars on the kanban card, or on the ticket."
msgid "As priority levels can be used as criteria for assigning :doc:`SLAs <sla>`, changing the priority level of a ticket can alter the :abbr:`SLA (Service Level Agreement)` deadline."
msgid "Odoo *Helpdesk* includes several reports that provide the opportunity to track trends for customer support tickets, identify areas for improvement, manage employee workloads, and confirm when customer expectations are met."
msgid "Details about the reports available in Odoo *Helpdesk* can be found below. To view the different reports, go to :menuselection:`Helpdesk --> Reporting`."
msgid "The *Ticket Analysis* report (:menuselection:`Helpdesk --> Reporting --> Ticket Analysis`) provides an overview of every customer support ticket in the database. This includes the number of tickets assigned among teams and individual users."
msgid "This report is useful in identifying where teams are spending the most time, and helps determine if there is an uneven workload distribution among the support staff. The default report counts the number of tickets per team and groups them by stage."
msgid "Alternative measures can be selected to track where the most time is spent at different points in the workflow. To change the measures used for the report that is currently displayed, or to add more, click the :guilabel:`Measures` button, and select one or more options from the drop-down menu:"
msgid ":guilabel:`Average Hours to Respond`: average number of working hours between a message sent from the customer and the response from the support team. *This is does not include messages sent when the ticket was in a folded stage*"
msgid ":guilabel:`Hours Open`: number of hours between the date the ticket was created and the closed date. If there is no closed date on the ticket, the current date is used. **This measure is not specific to working hours**"
msgid ":guilabel:`Hours Spent`: number of *Timesheet* hours logged on a ticket. *This measure is only available if Timesheets are enabled on a team, and the current user has the access rights to view them*"
msgid ":guilabel:`Hours to Assign`: number of working hours between the date on which the ticket was created and when it was assigned to a team member"
msgid ":guilabel:`Hours to First Response`: number of working hours between the date on which the ticket was received and the date one which the first message was sent. *This does not include email sent automatically when a ticket reaches a stage*"
msgid ":guilabel:`Hours to SLA Deadline`: number of working hours remaining to reach the last :abbr:`SLA (Service Level Agreement)` deadline on a ticket"
msgid "*Working hours* are calculated based on the default working calendar. To view or change the working calendar, go to the :menuselection:`Settings` application and select :menuselection:`Employees --> Company Working Hours`."
msgid "The *SLA Status Analysis* report (:menuselection:`Helpdesk --> Reporting --> SLA Status Analysis`) tracks how quickly an SLA (Service Level Agreement) is fulfilled, as well as the success rate of individual policies."
msgid "By default, this report is filtered to show the number of :abbr:`SLAs (Service Level Agreements)` failed, as well as the failure rate over the last 30 days, grouped by team."
msgid "To change the measures used for the report that is currently displayed, or to add more, click the :guilabel:`Measures` button, and select one or more options from the drop-down menu:"
msgid ":guilabel:`% of SLA in Progress`: percentage of tickets that have at least one :abbr:`SLA (Service Level Agreement)` still in progress, and have not failed any :abbr:`SLAs (Service Level Agreements)`"
msgid ":guilabel:`Number of SLA in Progress`: number of tickets that have at least one :abbr:`SLA (Service Level Agreement)` still in progress, and have not failed any :abbr:`SLAs (Service Level Agreements)`"
msgid ":guilabel:`Working Hours to Assign`: number of working hours between the date on which the ticket was created and when it was assigned to a team member"
msgid ":guilabel:`Working Hours to Reach SLA`: number of working hours between the date on which the ticket was created and the date the :abbr:`SLA (Service Level Agreement)` was satisfied"
msgid "To see the number of tickets that were able to achieve the stated :abbr:`SLA (Service Level Agreement)` objectives, and track the amount of time it took to achieve those objectives, click :menuselection:`Measures --> Number of SLA Successful` and :menuselection:`Measures --> Working Hours to Reach SLA`."
msgid "The *Customer Ratings* report (:menuselection:`Helpdesk --> Reporting -- Customer Ratings`) displays an overview of the ratings received on individual support tickets, as well as any additional comments submitted with the rating."
msgid "On any Odoo report, the view and filter options vary, depending on what data is being analyzed, measured, and grouped. See below for additional information on the available views for the *Helpdesk* reports."
msgid "To add a group to a row or column to the pivot view, click the :guilabel:`➕ (plus sign)` next to :guilabel:`Total`, and then select one of the groups. To remove one, click the :guilabel:`➖ (minus sign)` and de-select the appropriate option."
msgid "Switch to the graph view by selecting the :guilabel:`line chart icon` at the top right of the screen. To switch between the different charts, select the *related icon* at the top left of the chart, while in graph view."
msgid "Both the *bar chart* and *line chart* can utilize the *stacked* view option. This presents two (or more) groups of data on top of each other, instead of next to each other, making it easier to compare data."
msgid "The *Favorites* feature found on *Helpdesk* reports allows users to save their most commonly used filters without having to reconstruct them every time they are needed."
msgid "Select :guilabel:`Share with all users` to make this filter available to all other database users. If this box is not checked, it will only be available to the user who creates it."
msgid "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."
msgid "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."
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`."
msgid "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."
msgid "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:"
msgid ":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)."
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."
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."
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)"
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."
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`."
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."
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."
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."
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`."
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`."
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."
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."
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."
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."
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."
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."
msgid "Odoo Project is a tool to manage your ongoing projects. Schedule tasks, assign activities to coworkers, and keep track of each project's profitability."
msgid "Odoo Project uses the **Kanban** project management system. This means all projects are broken down into tasks, which are categorized on a whiteboard according to what production phase they are in."
msgid "Open the **Project** app and click :guilabel:`Create` to start a new project. Enter a :guilabel:`Name` for your project and click :guilabel:`Create Project`."
msgid "You can customize your existing **projects** from the dashboard by clicking the drop-down toggle button (:guilabel:`⋮`) on your project's **card**."
msgid ":guilabel:`View`: see an overview of your project's components, such as its :guilabel:`Tasks`, :guilabel:`Milestones` and :guilabel:`Project Updates`. Depending on which apps you have activated, more options may be available, such as :guilabel:`Documents`. All uploaded files can be found under this menu, as well as in the **Documents** app, under :guilabel:`Projects`;"
msgid "Additionally, you can mark the project as :guilabel:`Favorite`, allowing you to find it using the :guilabel:`My Favorites` filter on the Kanban view;"
msgid "You can schedule **activities** (ex. :guilabel:`Call`, :guilabel:`Meeting`, etc.) per project by clicking on the **clock** icon on a project. Doing so opens a list with already scheduled activities and allows planning **new** activities by clicking :guilabel:`+ Schedule an activity`. On the pop-up window, select the :guilabel:`Activity Type`, enter a :guilabel:`Summary` for that activity, a :guilabel:`Due Date`, and assign it to an employee. According to the :guilabel:`Activity Type`, you may have **additional options** available."
msgid "When you already have an email address that customers know from the top of their heads, changing it is the last thing you want to do. Instead, link that address to your project and transform those conversations into structured work. It automatically creates a task in the first stage of a project."
msgid "Now that you have the incoming email server set up, go to :menuselection:`Project --> Configuration --> Projects --> Edit`. Under the *Emails* tab, define the wanted email alias and choose the policy to receive a message."
msgid "When handling a project, the same task often needs to be performed several times: for example, weekly meetings or status reports. The **recurring tasks** feature allows you to automate the creation of those tasks."
msgid "To enable recurring tasks, go to :menuselection:`Project --> Configuration --> Settings`, then activate :guilabel:`Recurring Tasks`, and :guilabel:`Save`."
msgid "Recurring tasks are now activated on all existing projects. The feature can be deactivated on an individual project by clicking the drop-down menu button :guilabel:`⋮` next to the project name, then going to :menuselection:`Settings --> Settings --> Task Management` and disabling :guilabel:`Recurring Tasks`."
msgid "In an existing task, go to the :guilabel:`Recurrent` tab, then check the :guilabel:`Recurrent` box. A set of options allows you to configure the frequency: :guilabel:`Days`, :guilabel:`Weeks`, :guilabel:`Months`, :guilabel:`Years`, and the number of repetitions."
msgid ":guilabel:`Name`, :guilabel:`Description`, :guilabel:`Project`, :guilabel:`Assignees`, :guilabel:`Customer`, :guilabel:`Tags`: copied from the original task;"
msgid ":guilabel:`Milestones`, :guilabel:`Deadline`, :guilabel:`Timesheets`, :guilabel:`Chatter`, :guilabel:`Activities`: those fields are not copied;"
msgid "**To edit** the recurrence, open the task: a blue banner invites you to choose whether you wish to apply your changes to this task only or to a sequence of tasks."
msgid "Odoo automatically timesheets on project/tasks upon time off requests. This allows for better overall control over the validation of timesheets, as it does not leave place for forgetfulness and questions after hours that have not been timesheeted by the employee."
msgid "Go to :menuselection:`Time Off --> Configuration --> Time Off Types`. Select or create the needed type, and decide if you would like the requests to be validated or not."
msgid "Now, once the employee has requested his time off and the request has been validated (or not, depending on the setting chosen), the time is automatically allocated on *Timesheets*, under the respective project and task."
msgid "Considering that validation is not required, the requested time off is automatically displayed in *Timesheets*. If validation is necessary, the time is automatically allocated after the responsible person for validating does it so."
msgid "Click on the magnifying glass, hovering over the concerned cell, to access all the aggregated data on that cell (day), and see details regarding the project/task."
