From d55739b2c5b52e1454707bcb5efcf556d0631a98 Mon Sep 17 00:00:00 2001 From: jero-odoo Date: Tue, 2 Jul 2024 11:42:55 -0400 Subject: [PATCH] [IMP] Helpdesk: merge tickets closes odoo/documentation#10111 X-original-commit: f56dce3a15ad362a89d9ad3204be7d4e144cb6dc Signed-off-by: Jessica Rogers (jero) 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 | 29 +++++++++++++++++----- 1 file changed, 23 insertions(+), 6 deletions(-) diff --git a/content/applications/services/helpdesk.rst b/content/applications/services/helpdesk.rst index 88b0f884b..d21b2f766 100644 --- a/content/applications/services/helpdesk.rst +++ b/content/applications/services/helpdesk.rst @@ -1,5 +1,4 @@ :show-content: -:hide-page-toc: :show-toc: ======== @@ -144,8 +143,8 @@ 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 :guilabel:`(six square)` icon, to the left of the stage -name, and drag it to the desired place on the list. +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 @@ -179,7 +178,8 @@ customer when a ticket reaches that specific stage in the pipeline. Likewise, ad `_ for additional information. To select an existing email template, select it from the :guilabel:`Email Template` field. Click on -the :guilabel:`→ (Internal Link)` icon to the right of the field to edit the chosen template. +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. @@ -227,8 +227,8 @@ Stages can be temporarily folded in the Kanban view of the tickets pipeline, as 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 :guilabel:`⚙️ (gear)` icon, and select -:guilabel:`Fold`. +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 @@ -238,6 +238,23 @@ Select a stage to fold temporarily, then click the :guilabel:`⚙️ (gear)` ico Manually folding a stage from the Kanban view is temporary and does **not** close the tickets in the stage. +Merge tickets +============= + +If duplicate tickets are found in *Helpdesk*, they can be combined into a single ticket using the +*merge* feature. + +.. important:: + The *merge* feature is **only** accessible if the :doc:`Data Cleaning + <../productivity/data_cleaning>` application is installed on the database. + +To merge two or more tickets, navigate to :menuselection:`Helpdesk app --> Tickets --> All Tickets`. +Identify the tickets to be merged, and tick the checkbox at the far-left of each ticket to select +them. Then, click the :icon:`fa-cog` :guilabel:`Actions` icon, and select :guilabel:`Merge` from the +drop-down menu. Doing so opens a new page where the selected tickets are listed with their +:guilabel:`Similarity` rating. From here, click either :ref:`Merge ` to +combine the tickets, or :guilabel:`DISCARD`. + .. seealso:: - `Odoo Tutorials: Helpdesk `_