diff --git a/content/applications/services/helpdesk/overview/help_center.rst b/content/applications/services/helpdesk/overview/help_center.rst index 9d7a8f7ee..b49820fa4 100644 --- a/content/applications/services/helpdesk/overview/help_center.rst +++ b/content/applications/services/helpdesk/overview/help_center.rst @@ -2,7 +2,7 @@ Help center =========== -Odoo *Helpdesk* integrates with the *Forums*, *eLearning*, and *Knowledge* apps to create the *help +Odoo *Helpdesk* integrates with the *Forum*, *eLearning*, and *Knowledge* apps to create the *help center*. .. image:: help_center/help-center-enable-features.png @@ -171,6 +171,8 @@ make any necessary additions or edits to the template, then click :guilabel:`Sen Doing so will not replace the existing text in a ticket's description. The template will be added as additional text. +.. _helpdesk/forum: + Community Forum =============== @@ -199,91 +201,9 @@ menu to enable that forum. 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. -Set up a forum --------------- - -The settings on a forum are managed through either the *Website* or *eLearning* applications. From -the Odoo Dashboard, navigate to :menuselection:`Website --> Configuration --> Forums` or -:menuselection:`eLearning --> Forum --> Forums`. In either case, select a forum to edit from the -list. - -On the forum detail form, select a mode. - -The :guilabel:`Questions` mode allows for one answer/response for each post, while -:guilabel:`Discussion` mode allows for multiple responses. To limit the forum to a single website, -select it from the :guilabel:`Website` field. - -Under the :guilabel:`Order and Visibility` section, in the :guilabel:`Options` tab, choose how the -posts should be sorted, by modifying the :guilabel:`Default Sort` field. Change the -:guilabel:`Privacy` setting to change which users will have access to the forum. - -Below these settings, there is space to add a description for the forum. This description will be -visible on the website where the forum is published. - -.. image:: help_center/help-center-forum-settings.png - :align: center - :alt: Overview of a forum's settings page in Odoo Helpdesk. - -Karma gains and karma related rights -~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ - -When users interact on forums - either through posting questions, submitting answers, or upvoting -responses - they earn points, called *karma*. - -Karma points are used to build the credibility of a user within the community. The more positive -interactions a user has on the forum, the more karma points they gain. Certain activities, such as -posting without validation, or editing posts, require users to have earned a specific level of karma -points to prove their legitimacy and trustworthiness. - -These figures can be adjusted on the :guilabel:`Karma gains` and :guilabel:`Karma related rights` -tabs, located on the forums detail form. - -.. tabs:: - - .. tab:: Karma gains - - In the :guilabel:`Karma gains` tab, there are listed actions that will cause users to gain - (or lose) karma points. Those actions are: - - - Asking a question - - Question upvoted - - Question downvoted - - Answer upvoted - - Answer downvoted - - Accepting an answer - - Answer accepted - - Answer flagged - - .. tab:: Karma related rights - - In the :guilabel:`Karma related rights` tab, there are listed activities that users cannot - complete, without having a specific level of karma points. Those activities are: - - - Ask questions - - Answer questions - - Upvote - - Downvote - - Edit own posts - - Edit all posts - - Close own posts - - Close all posts - - Delete own posts - - Delete all posts - - Nofollow links - - Accept an answer on own question - - Accept an answer to all questions - - Editor features: image and links - - Comment on own posts - - Comment on all posts - - Convert own answers to comments (and vice versa) - - Convert all answers to comments (and vice versa) - - Unlink own comments - - Unlink all comments - - Ask questions without validation - - Flag a post as offensive - - Moderate posts - - Change question tags - - Create new tags +.. seealso:: + Check out the :doc:`Forum documentation <../../../websites/forum>` to learn how to configure, + use, and moderate a forum. Create a forum post from a Helpdesk ticket ------------------------------------------ diff --git a/content/applications/websites.rst b/content/applications/websites.rst index 03129ffa1..829a0cd21 100644 --- a/content/applications/websites.rst +++ b/content/applications/websites.rst @@ -10,4 +10,5 @@ Websites websites/website websites/ecommerce websites/elearning + websites/forum websites/livechat diff --git a/content/applications/websites/elearning.rst b/content/applications/websites/elearning.rst index 19ee040ec..2835a1285 100644 --- a/content/applications/websites/elearning.rst +++ b/content/applications/websites/elearning.rst @@ -214,6 +214,8 @@ It appears in the course content on your website. :align: center :alt: Additional ressources +.. _elearning/quiz: + Quiz tab -------- diff --git a/content/applications/websites/forum.rst b/content/applications/websites/forum.rst new file mode 100644 index 000000000..216e43fc1 --- /dev/null +++ b/content/applications/websites/forum.rst @@ -0,0 +1,402 @@ +===== +Forum +===== + +**Odoo Forum** is a question-and-answer forum designed with providing customer support in mind. +Adding a forum to a website enables you to build a community, encourage engagement, and share +knowledge. + +.. _forum/create: + +Create a forum +============== + +To create or edit a forum, go to :menuselection:`Website --> Configuration --> Forum: Forums`. Click +:guilabel:`New` or select an existing forum and configure the following elements. + +:guilabel:`Forum Name`: add the name of the forum. + +:guilabel:`Mode`: select :guilabel:`Questions` to enable marking an answer as best, meaning +questions then appear as *solved*, or :guilabel:`Discussions` if the feature is not needed. + +.. note:: + Regardless of the selected mode, only **one answer** per user is allowed on a single post. + Commenting multiple times is allowed, however. + +:guilabel:`Default Sort`: choose how questions are sorted by default. + + - :guilabel:`Newest`: by latest question posting date + - :guilabel:`Last Updated`: by latest posting activity date (answers and comments included) + - :guilabel:`Most Voted`: by highest vote tally + - :guilabel:`Relevance`: by post relevancy (determined by a formula) + - :guilabel:`Answered`: by likelihood to be answered (determined by a formula) + +.. note:: + Users have several sorting options (total replies, total views, last activity) on the forum + front end. + +:guilabel:`Privacy`: select :guilabel:`Public` to let anyone view the forum, :guilabel:`Signed In` +to make it visible only for signed-in users, or :guilabel:`Some users` to make it visible only for a +specific user access group by selecting one :guilabel:`Authorized Group`. + +Next, configure the :ref:`karma gains ` and the :ref:`karma-related rights +`. + +.. _forum/karma: + +Karma points +------------ + +Karma points can be given to users based on different forum interactions. They can be used to +determine which forum functionalities users can access, from being able to vote on posts to +having moderator rights. They are also used to set user :ref:`ranks `. + +.. important:: + - A user's karma points are shared across all forums, courses, etc., of a single Odoo website. + - eLearning users can earn karma points through different :ref:`course interactions + ` and by :ref:`completing quizzes `. + +.. _forum/karma-gains: + +Karma gains +~~~~~~~~~~~ + +Several forum interactions can give or remove karma points. + +.. list-table:: + :header-rows: 1 + :stub-columns: 1 + + * - Interaction + - Description + - Default karma gain + * - :guilabel:`Asking a question` + - You post a question. + - 2 + * - :guilabel:`Question upvoted` + - Another user votes for a question you posted. + - 5 + * - :guilabel:`Question downvoted` + - Another user votes against a question you posted. + - -2 + * - :guilabel:`Answer upvoted` + - Another user votes for an answer you posted. + - 10 + * - :guilabel:`Answer downvoted` + - Another user votes against an answer you posted. + - -2 + * - :guilabel:`Accepting an answer` + - You mark an answer posted by another user as best. + - 2 + * - :guilabel:`Answer accepted` + - Another user marks an answer you posted as best. + - 15 + * - :guilabel:`Answer flagged` + - A question or an answer you posted is :ref:`marked as offensive `. + - -100 + +.. note:: + New users receive **three points** upon validating their email address. + +To modify the default values, go to :menuselection:`Website --> Configuration --> Forum: Forums`, +select the forum, and go to the :guilabel:`Karma Gains` tab. Select a value to edit it. + +If the value is positive (e.g., `5`), the number of points will be added to the user's tally each +time the interaction happens on the selected forum. Conversely, if the value is negative (e.g., +`-5`), the number of points will be deducted. Use `0` if an interaction should not impact a user's +tally. + +.. _forum/karma-related-rights: + +Karma-related rights +~~~~~~~~~~~~~~~~~~~~ + +To configure how many karma points are required to access the different forum functionalities, go +to :menuselection:`Website --> Configuration --> Forum: Forums`, select the forum, and go to the +:guilabel:`Karma Related Rights` tab. Select a value to edit it. + +.. warning:: + Some functionalities, such as :guilabel:`Edit all posts`, :guilabel:`Close all posts`, + :guilabel:`Delete all posts`, :guilabel:`Moderate posts`, and :guilabel:`Unlink all comments`, + are rather sensitive. Make sure to understand the consequences of giving *any* user reaching the + set karma requirements access to such functionalities. + +.. list-table:: + :header-rows: 1 + :stub-columns: 1 + + * - Functionality + - Description + - Default karma requirement + * - :guilabel:`Ask questions` + - Post questions. + - 3 + * - :guilabel:`Answer questions` + - Post answers to questions. + - 3 + * - :guilabel:`Upvote` + - Vote for questions or answers. + - 5 + * - :guilabel:`Downvote` + - Vote against questions or answers. + - 50 + * - :guilabel:`Edit own posts` + - Edit questions or answers you posted. + - 1 + * - :guilabel:`Edit all posts` + - Edit any question or answer. + - 300 + * - :guilabel:`Close own posts` + - Close questions or answers you posted. + - 100 + * - :guilabel:`Close all posts` + - Close any question or answer. + - 500 + * - :guilabel:`Delete own posts` + - Delete questions or answers you posted. + - 500 + * - :guilabel:`Delete all posts` + - Delete any question or answer. + - 1,000 + * - :guilabel:`Nofollow links` + - If you are under the karma threshold, a *nofollow* attribute tells search engines to ignore + links you post. + - 500 + * - :guilabel:`Accept an answer on own questions` + - Mark an answer as best on questions you posted. + - 20 + * - :guilabel:`Accept an answer to all questions` + - Mark an answer as best on any question. + - 500 + * - :guilabel:`Editor Features: image and links` + - Add links and images to your posts. + - 30 + * - :guilabel:`Comment own posts` + - Post comments under questions or answers you created. + - 1 + * - :guilabel:`Comment all posts` + - Post comments under any question or answer. + - 1 + * - :guilabel:`Convert own answers to comments and vice versa` + - Convert comments you posted as answers. + - 50 + * - :guilabel:`Convert all answers to comments and vice versa` + - Convert any comment as answer. + - 500 + * - :guilabel:`Unlink own comments` + - Delete comments you posted. + - 50 + * - :guilabel:`Unlink all comments` + - Delete any comment. + - 500 + * - :guilabel:`Ask questions without validation` + - Questions you post do not require to be :ref:`validated ` first. + - 100 + * - :guilabel:`Flag a post as offensive` + - Flag a question or answer as offensive. + - 500 + * - :guilabel:`Moderate posts` + - Access all :ref:`moderation tools `. + - 1,000 + * - :guilabel:`Change question tags` + - Change posted questions' :ref:`tags ` (if you have the right to edit them). + - 75 + * - :guilabel:`Create new tags` + - Create new :ref:`tags ` when posting questions. + - 30 + * - :guilabel:`Display detailed user biography` + - When a user hovers their mouse on your avatar or username, a popover box showcases your + karma points, biography, and number of :ref:`badges ` per level. + - 750 + +.. tip:: + Track all karma-related activity and add or remove karma manually by :ref:`enabling developer + mode ` and going to :menuselection:`Settings --> Gamification Tools --> Karma + Tracking`. + +.. _forum/gamification: + +Gamification +------------ + +Ranks and badges can be used to encourage participation. Ranks are based on the total :ref:`karma +points `, while badges can be granted manually or automatically by completing +challenges. + +.. _forum/ranks: + +Ranks +~~~~~ + +To create new ranks or modify the default ones, go to :menuselection:`Website --> Configuration --> +Forum: Ranks` and click :guilabel:`New` or select an existing rank. + +Add the :guilabel:`Rank Name`, the :guilabel:`Required Karma` points to reach it, its +:guilabel:`Description`, a :guilabel:`Motivational` message to encourage users to reach it, and an +image. + +.. image:: forum/ranks.png + :alt: Default forum ranks + +.. _forum/badges: + +Badges +~~~~~~ + +To create new badges or modify the default ones, go to :menuselection:`Website --> Configuration --> +Forum: Badges` and click :guilabel:`New` or select an existing badge. + +Enter the badge name and description, add an image, and configure it. + +Assign manually +*************** + +If the badge should be granted manually, select which users can grant them by selecting one of the +following :guilabel:`Allowance to Grant` options: + +- :guilabel:`Everyone`: all non-portal users (since badges are granted from the backend). +- :guilabel:`A selected list of users`: users selected under :guilabel:`Authorized Users`. +- :guilabel:`People having some badges`: users who have been granted the badges selected under + :guilabel:`Required Badges`. + +It is possible to restrict how many times per month each user can grant the badge by enabling +:guilabel:`Monthly Limited Sending` and entering a :guilabel:`Limitation Number`. + +Assign automatically +******************** + +If the badge should be granted **automatically** when certain conditions are met, select +:guilabel:`No one, assigned through challenges` under :guilabel:`Allowance to Grant`. + +Next, determine how the badge should be granted by clicking :guilabel:`Add` under the +:guilabel:`Rewards for challenges` section. Select a challenge to add it or create one by clicking +:guilabel:`New`. + +.. tip:: + It is possible to give the badge a :guilabel:`Forum Badge Level` (:guilabel:`Bronze`, + :guilabel:`Silver`, :guilabel:`Gold`) to give it more or less importance. + +.. image:: forum/badges.png + :alt: Default forum badges + +.. _forum/tags: + +Tags +---- + +Users can use tags to filter forum posts. + +To manage tags, go to :menuselection:`Website --> Configuration --> Forum: Tags`. Click +:guilabel:`New` to create a tag and select the related :guilabel:`Forum`. + +.. tip:: + - Use the :guilabel:`Tags` section on the forum's sidebar to filter all questions assigned to the + selected tag. Click :guilabel:`View all` to display all tags. + - New tags can be created when posting a new message, provided the user has enough :ref:`karma + points `. + +.. _forum/use: + +Use a forum +=========== + +.. note:: + Access to many functionalities depends on a user's :ref:`karma points + `. + +.. _forum/post: + +Post questions +-------------- + +To create a new post, access the forum's front end, click :guilabel:`New Post`, and fill in the +following: + +- :guilabel:`Title`: add the question or the topic of the post. +- :guilabel:`Description`: add a description for the question. +- :guilabel:`Tags`: add up to five :ref:`tags `. + +Click :guilabel:`Post Your Question`. + +.. _forum/interact: + +Interact with posts +------------------- + +Different actions are possible on a post. + +- Mark a question as **favorite** by clicking the star button (:guilabel:`☆`). +- Follow a post and get **notifications** (by email or within Odoo) when it is answered by clicking + the bell button (:guilabel:`🔔`). +- **Vote** *for* (up arrow :guilabel:`▲`) or *against* (down arrow :guilabel:`▼`) a question or + answer. +- Mark an answer as **best** by clicking the check mark button (:guilabel:`✔`). This option is only + available if the :guilabel:`Forum Mode` is set to :guilabel:`Questions`. +- :guilabel:`Answer` a question. +- **Comment** on a question or answer by clicking the speech bubble button (:guilabel:`💬`). +- **Share** a question on Facebook, Twitter, or LinkedIn by clicking the *share nodes* button. + +Click the ellipsis button (:guilabel:`...`) to: + + - :guilabel:`Edit` a question or answer. + - :guilabel:`Close` a question. + - :guilabel:`Delete` a question, answer, or comment. It is possible to :guilabel:`Undelete` + questions afterward. + - :guilabel:`Flag` a question or answer as offensive. + - :guilabel:`Convert` a comment into an answer. + - :guilabel:`View` the related :ref:`Helpdesk ticket `, if any. + +.. image:: forum/post-actions.png + :alt: Posts actions + +.. note:: + By default, 150 karma points are required to view another user's profile. This value can be + configured when creating a new website. + +.. _forum/moderation: + +Moderate a forum +================ + +On the forum's front end, the sidebar's :guilabel:`Moderation tools` section gathers the essential +moderator functionalities. + +.. image:: forum/moderation-tools.png + :alt: Forum sidebar moderation tools + +:guilabel:`To Validate`: access all questions and answers waiting for validation before being +displayed to non-moderator users. + +.. image:: forum/to-validate.png + :alt: Question to validate + +.. note:: + A question is pending if a user does not have the required karma. The user is not able to post + questions or answers while awaiting validation. Only one pending question per user is allowed per + forum. + +:guilabel:`Flagged`: access all questions and answers that have been flagged as offensive. Click +:guilabel:`Accept` to remove the offensive flag or :guilabel:`Offensive` to confirm it, then select +a reason and click :guilabel:`Mark as offensive`. The post is then hidden from users without +moderation rights, and 100 karma points are deducted from the offending user's tally. + +.. image:: forum/offensive-reason.png + :alt: Offensive reason selection + +:guilabel:`Closed`: access all questions that have been closed. It is possible to :guilabel:`Delete` +or :guilabel:`Reopen` them. To close a question, open it, click the ellipsis button +(:guilabel:`...`), then :guilabel:`Close`, select a :guilabel:`Close Reason`, and click +:guilabel:`Close post`. The post is then hidden from users without moderation rights. + +.. note:: + When selecting :guilabel:`Spam or advertising` or :guilabel:`Contains offensive or malicious + remarks` as the reason, 100 karma points are deducted from the poster's tally. + +.. tip:: + - Create and edit close reasons by going to :menuselection:`Website --> Configuration --> Forum: + Close Reasons`. Select :guilabel:`Basic` as :guilabel:`Reason Type` if the reason should be + used when closing a question, and :guilabel:`Offensive` if it should be used for flagged posts. + - Manage all posts by going to :menuselection:`Website --> Configuration --> Forum: Forums`, + selecting the forum, and clicking the :guilabel:`Posts` smart button. By clicking the + :guilabel:`Actions` button, it is possible to :guilabel:`Export`, :guilabel:`Archive`, + :guilabel:`Unarchive`, or :guilabel:`Delete` one or multiple posts. diff --git a/content/applications/websites/forum/badges.png b/content/applications/websites/forum/badges.png new file mode 100644 index 000000000..e71fafcc4 Binary files /dev/null and b/content/applications/websites/forum/badges.png differ diff --git a/content/applications/websites/forum/moderation-tools.png b/content/applications/websites/forum/moderation-tools.png new file mode 100644 index 000000000..dcef59b42 Binary files /dev/null and b/content/applications/websites/forum/moderation-tools.png differ diff --git a/content/applications/websites/forum/offensive-reason.png b/content/applications/websites/forum/offensive-reason.png new file mode 100644 index 000000000..f2d184dac Binary files /dev/null and b/content/applications/websites/forum/offensive-reason.png differ diff --git a/content/applications/websites/forum/post-actions.png b/content/applications/websites/forum/post-actions.png new file mode 100644 index 000000000..188853743 Binary files /dev/null and b/content/applications/websites/forum/post-actions.png differ diff --git a/content/applications/websites/forum/ranks.png b/content/applications/websites/forum/ranks.png new file mode 100644 index 000000000..58c1adb38 Binary files /dev/null and b/content/applications/websites/forum/ranks.png differ diff --git a/content/applications/websites/forum/to-validate.png b/content/applications/websites/forum/to-validate.png new file mode 100644 index 000000000..43d0f69a9 Binary files /dev/null and b/content/applications/websites/forum/to-validate.png differ