[ADD] helpdesk: Record and invoice time for tickets

Original document: https://docs.google.com/document/d/1c7-qBfk9nxMPwVtTIBqbPxM14lxxLXPZg_jVeDEGahg/edit

applications.rst

@@ -16,7 +16,7 @@ Applications
    manufacturing
    point_of_sale
    project
-   helpdesk/helpdesk
+   helpdesk
    livechat/livechat
    expense/expense
    general

helpdesk.rst

@@ -0,0 +1,11 @@
+:banner: banners/helpdesk.jpg
+
+========
+Helpdesk
+========
+
+.. toctree::
+   :titlesonly:
+
+   helpdesk/getting_started
+   helpdesk/invoice_time

helpdesk/getting_started.rst

@@ -1,8 +1,6 @@
-:banner: banners/helpdesk.jpg
+==============================
-
+Get started with Odoo Helpdesk
-========
+==============================
-Helpdesk
-========
 
 Overview
 ========

helpdesk/invoice_time.rst

@@ -0,0 +1,126 @@
+===================================
+Record and invoice time for tickets
+===================================
+
+You may have service contracts with your clients to provide them
+assistance in case of a problem. For this purpose, Odoo will help you
+record the time spent fixing the issue and most importantly, to invoice
+it to your clients.
+
+The modules needed
+==================
+
+In order to record and invoice time for tickets, the following modules
+are needed : Helpdesk, Project, Timesheets, Sales. If you are missing
+one of them, go to the Apps module, search for it and then click on
+*Install*.
+
+Get started to offer the helpdesk service
+=========================================
+
+Step 1 : start a helpdesk project
+---------------------------------
+
+To start a dedicated project for the helpdesk service, first go to
+:menuselection:`Project --> Configuration --> Settings` and make sure
+that the *Timesheets* feature is activated.
+
+.. image:: media/invoice_time01.png
+   :align: center
+
+Then, go to your dashboard, create the new project and allow timesheets
+for it.
+
+Step 2 : gather a helpdesk team
+-------------------------------
+
+To set a team in charge of the helpdesk, go to :menuselection:`Helpdesk
+--> Configuration --> Helpdesk Teams` and create a new team or select
+an existing one. On the form, tick the box in front of *Timesheet on
+Ticket* to activate the feature. Make sure to select the helpdesk
+project you have previously created as well.
+
+.. image:: media/invoice_time02.png
+   :align: center
+
+Step 3 : launch the helpdesk service
+------------------------------------
+
+Finally, to launch the new helpdesk service, first go to
+:menuselection:`Sales --> Configuration --> Settings` and make sure
+that the *Units of Measure* feature is activated.
+
+.. image:: media/invoice_time03.png
+   :align: center
+
+Then, go to :menuselection:`Products --> Products` and create a new
+one. Make sure that the product is set as a service.
+
+.. image:: media/invoice_time04.png
+   :align: center
+
+.. note::
+   Here, we suggest that you set the *Unit of Measure* as
+   *Hour(s)*, but any unit will do.
+
+Finally, select the invoicing management you would like to have under
+the *Sales* tab of the product form. Here, we recommend the following
+configuration :
+
+.. image:: media/invoice_time05.png
+   :align: center
+
+Now, you are ready to start receiving tickets !
+
+Solve issues and record time spent
+==================================
+
+Step 1 : place an order
+-----------------------
+
+You are now in the Helpdesk module and you have just received a ticket
+from a client. To place a new order, go to :menuselection:`Sales -->
+Orders --> Orders` and create one for the help desk service product you
+have previously recorded. Set the number of hours needed to assist the
+client and confirm the sale.
+
+.. image:: media/invoice_time06.png
+   :align: center
+
+Step 2 : link the task to the ticket
+------------------------------------
+
+If you access the dedicated helpdesk project, you will notice that a new
+task has automatically been generated with the order. To link this task
+with the client ticket, go to the Helpdesk module, access the ticket in
+question and select the task on its form.
+
+.. image:: media/invoice_time07.png
+   :align: center
+
+Step 3 : record the time spent to help the client
+-------------------------------------------------
+
+The job is done and the client's issue is sorted out. To record the
+hours performed for this task, go back to the ticket form and add them
+under the *Timesheets* tab.
+
+.. image:: media/invoice_time08.png
+   :align: center
+
+.. tip::
+   The hours recorded on the ticket will also automatically appear
+   in the Timesheet module and on the dedicated task.
+
+Step 4 : invoice the client
+---------------------------
+
+To invoice the client, go back to the Sales module and select the order
+that had been placed. Notice that the hours recorded on the ticket form
+now appear as the delivered quantity.
+
+.. image:: media/invoice_time09.png
+   :align: center
+
+All that is left to do, is to create the invoice from the order and then
+validate it. Now you just have to wait for the client's payment !