[ADD] Helpdesk: Stages

closes odoo/documentation#11584

X-original-commit: 6ce41f261b
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>

content/applications/services/helpdesk.rst

@@ -126,118 +126,6 @@ their user account settings.
    - :ref:`Manage users <users/add-individual>`
    - :doc:`Access rights <../general/users/access_rights>`
 
-Create or modify stages
-=======================
-
-*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.
-
-.. important::
-   :ref:`Developer mode <developer-mode>` **must** be activated to access the stages menu. To
-   activate developer mode, go to :menuselection:`Settings app --> General Settings --> Developer
-   Tools`, and click :guilabel:`Activate the developer mode`.
-
-To view or modify *Helpdesk* stages, go to :menuselection:`Helpdesk app --> Configuration -->
-Stages`.
-
-The default list view on the :guilabel:`Stages` page displays the stages currently available in
-*Helpdesk*. They are listed in the order they appear in the pipeline.
-
-To change the order of the stages, click the :icon:`oi-draggable` :guilabel:`(drag)` icon, to the
-left of the stage name, and drag it to the desired place on the list.
-
-.. image:: helpdesk/stages-list-buttons.png
-   :align: center
-   :alt: View of the stage list page emphasizing the buttons used to change the order the stages
-         appear in the list.
-
-.. tip::
-   Change the stage order on the Kanban view of a *Helpdesk* team's pipeline by dragging and
-   dropping individual columns.
-
-To create a new stage, click the :guilabel:`New` button at the top-left of the stage list. Doing so
-reveals a blank stage form.
-
-Choose a :guilabel:`Name` for the new stage, and add a description, if desired. Then, proceed to
-fill out the remaining fields following the steps below.
-
-.. image:: helpdesk/new-stage-details.png
-   :align: center
-   :alt: View of a stage's settings page in Odoo Helpdesk.
-
-Add email and SMS templates to stages
--------------------------------------
-
-When an :guilabel:`Email Template` is added to a stage, an email is automatically sent to the
-customer when a ticket reaches that specific stage in the pipeline. Likewise, adding an
-:guilabel:`SMS Template` triggers an SMS text message to send to the customer.
-
-.. important::
-   SMS Text Messaging is an :doc:`In-App Purchase (IAP) </applications/essentials/in_app_purchase/>`
-   service that requires prepaid credits to work. Refer to `SMS Pricing FAQ
-   <https://iap-services.odoo.com/iap/sms/pricing>`_ for additional information.
-
-To select an existing email template, select it from the :guilabel:`Email Template` field. Click on
-the :icon:`oi-arrow-right` :guilabel:`(right arrow)` icon to the right of the field to edit the
-chosen template.
-
-To create a new template, click the field, and enter a title for the new template. Then, select
-:guilabel:`Create and edit` from the drop-down menu that appears, and complete the form details.
-
-Follow the same steps to select, edit, or create an :guilabel:`SMS Template`.
-
-.. image:: helpdesk/sms-template.png
-   :align: center
-   :alt: View of an SMS template setup page in Odoo Helpdesk
-
-.. seealso::
-   :doc:`/applications/general/companies/email_template`
-
-Assign stages to a team
------------------------
-
-Make a selection in the :guilabel:`Helpdesk Teams` field on the :guilabel:`Stages` form. More than
-one team may be selected, since the same stage can be assigned to multiple teams.
-
-Fold a stage
-------------
-
-By default, stages are unfolded in the Kanban view of either tickets dashboard: :guilabel:`My
-Tickets` (:menuselection:`Helpdesk app --> Tickets --> My Tickets`) or :guilabel:`All Tickets`
-(:menuselection:`Helpdesk app --> Tickets --> All Tickets`).
-
-Tickets in an unfolded stage are visible in the pipeline under the stage name, and are considered
-*open*.
-
-Stages can be configured to be folded in the Kanban view of a tickets page (:guilabel:`My Tickets`
-or :guilabel:`All Tickets`).
-
-The name of the folded stages are still visible, though the tickets in the stage are no longer
-immediately visible.
-
-To fold a stage, check the :guilabel:`Folded in Kanban` box on the :guilabel:`Stages` form.
-
-.. warning::
-   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.
-
-Stages can be temporarily folded in the Kanban view of the tickets pipeline, as well.
-
-View a specific team's pipeline by navigating to :menuselection:`Helpdesk app`, and clicking the
-team's Kanban card.
-
-Select a stage to fold temporarily, then click the :icon:`fa-gear` :guilabel:`(gear)` icon, and
-select :guilabel:`Fold` from the drop-down menu.
-
-.. image:: helpdesk/fold-stage-kanban.png
-   :align: center
-   :alt: Kanban view of a Helpdesk stage, with the temporary fold option emphasized.
-
-.. important::
-   Manually folding a stage from the Kanban view is temporary and does **not** close the tickets in
-   the stage.
-
 Merge tickets
 =============
 

content/applications/services/helpdesk/overview.rst

@@ -7,6 +7,7 @@ Overview
 .. toctree::
    :titlesonly:
 
+   overview/stages
    overview/receiving_tickets
    overview/help_center
    overview/sla

content/applications/services/helpdesk/overview/stages.rst

@@ -0,0 +1,112 @@
+======
+Stages
+======
+
+*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.
+
+Create or modify stages
+=======================
+
+.. important::
+   :ref:`Developer mode <developer-mode>` **must** be activated to access the stages menu. To
+   activate developer mode, go to :menuselection:`Settings app --> General Settings --> Developer
+   Tools`, and click :guilabel:`Activate the developer mode`.
+
+To view or modify **Helpdesk** stages, go to :menuselection:`Helpdesk app --> Configuration -->
+Stages`.
+
+The default list view on the :guilabel:`Stages` page displays the stages currently available in the
+**Helpdesk** app. They are listed in the order they appear in the pipeline.
+
+To change the order of the stages, click the :icon:`oi-draggable` :guilabel:`(draggable)` icon, to
+the left of the stage name, and drag it to the desired place on the list.
+
+.. image:: stages/stages-list-buttons.png
+   :alt: View of the stage list page emphasizing the buttons used to change the order the stages
+         appear in the list.
+
+.. tip::
+   Change the stage order on the Kanban view of a **Helpdesk** team's pipeline by dragging and
+   dropping individual columns.
+
+To create a new stage, click the :guilabel:`New` button at the top-left of the stage list. Doing so
+reveals a blank stage form.
+
+Choose a :guilabel:`Name` for the new stage.
+
+.. image:: stages/new-stage-details.png
+   :alt: View of a stage's settings page in Odoo Helpdesk.
+
+Add email and SMS templates to stages
+=====================================
+
+When an :guilabel:`Email Template` is added to a stage, a preconfigured email is automatically sent
+to the customer when a ticket reaches that specific stage in the pipeline. Likewise, adding an
+:guilabel:`SMS Template` triggers a preconfigured SMS text message to send to the customer.
+
+.. important::
+   SMS text messaging is an :doc:`In-App Purchase (IAP) </applications/essentials/in_app_purchase/>`
+   service that requires prepaid credits to work. Refer to `SMS Pricing FAQ
+   <https://iap-services.odoo.com/iap/sms/pricing>`_ for additional information.
+
+To select an existing email template, select it from the :guilabel:`Email Template` field. After
+choosing a template, click on the :icon:`oi-arrow-right` :guilabel:`(right arrow)` icon to the right
+of the field to edit the chosen template.
+
+To create a new template from this form, click the field, and enter a title for the new template.
+Then, select :guilabel:`Create and edit` from the drop-down menu that appears, and complete the form
+details.
+
+Follow the same steps to select, edit, or create an :guilabel:`SMS Template`.
+
+.. image:: stages/sms-template.png
+   :alt: View of an SMS template setup page in Odoo Helpdesk.
+
+.. seealso::
+   :doc:`/applications/general/companies/email_template`
+
+Fold a stage
+============
+
+By default, stages are unfolded in the Kanban view of either tickets dashboard: :guilabel:`My
+Tickets` (:menuselection:`Helpdesk app --> Tickets --> My Tickets`) or :guilabel:`All Tickets`
+(:menuselection:`Helpdesk app --> Tickets --> All Tickets`).
+
+Tickets in an unfolded stage are visible in the pipeline under the stage name, and are considered
+*open*.
+
+Stages can be configured to be folded in the Kanban view of a tickets page.
+
+The name of the folded stages are still visible, but the tickets in the stage are hidden from view.
+
+To fold a stage, tick the :guilabel:`Folded in Kanban` checkbox on the :guilabel:`Stages` form.
+
+.. warning::
+   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.
+
+Temporarily fold a stage
+------------------------
+
+Stages can be temporarily folded in the Kanban view of the tickets pipeline, as well.
+
+View a specific team's pipeline by navigating to :menuselection:`Helpdesk app`, and clicking the
+team's Kanban card.
+
+Hover the cursor at the top of the desired stage to fold temporarily, then click the :icon:`fa-gear`
+:guilabel:`(gear)` icon that appears, and select :guilabel:`Fold` from the drop-down menu.
+
+.. image:: stages/fold-stage-kanban.png
+   :alt: Kanban view of a Helpdesk stage, with the temporary fold option emphasized.
+
+.. important::
+   Manually folding a stage from the Kanban view is temporary and does **not** close the tickets in
+   the stage.
+
+Assign stages to a team
+=======================
+
+Make a selection in the :guilabel:`Helpdesk Teams` field on the :guilabel:`Stages` form. More than
+one team may be selected, since the same stage can be assigned to multiple teams.