# SOME DESCRIPTIVE TITLE. # Copyright (C) Odoo S.A. # This file is distributed under the same license as the Odoo package. # FIRST AUTHOR , YEAR. # #, fuzzy msgid "" msgstr "" "Project-Id-Version: Odoo 16.0\n" "Report-Msgid-Bugs-To: \n" "POT-Creation-Date: 2024-08-21 07:41+0000\n" "PO-Revision-Date: YEAR-MO-DA HO:MI+ZONE\n" "Last-Translator: FULL NAME \n" "Language-Team: LANGUAGE \n" "MIME-Version: 1.0\n" "Content-Type: text/plain; charset=UTF-8\n" "Content-Transfer-Encoding: 8bit\n" #: ../../content/applications/services.rst:5 msgid "Services" msgstr "" #: ../../content/applications/services/field_service.rst:8 msgid "Field Service" msgstr "" #: ../../content/applications/services/field_service.rst:11 msgid "`Odoo Tutorials: Field Service `_" msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:3 msgid "User default warehouse" msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:5 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." msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:9 msgid "Products in sales orders created during field interventions are always pulled from the default warehouse, keeping the inventory accurate." msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:13 msgid ":doc:`../../inventory_and_mrp/inventory`" msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:16 #: ../../content/applications/services/project/project_management.rst:17 #: ../../content/applications/services/project/tasks/recurring_tasks.rst:13 msgid "Configuration" msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:18 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." msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:23 msgid "You can either set it up :ref:`for your profile `, or :ref:`for all users `." msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:27 msgid ":doc:`../../inventory_and_mrp/inventory/warehouses_storage/inventory_management/use_locations`" msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:32 msgid "For your profile" msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:34 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." msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:41 msgid "For all users" msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:43 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." msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:-1 msgid "Selection of a default warehouse on a user profile." msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:51 msgid "Use in field service tasks" msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:53 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." msgstr "" #: ../../content/applications/services/field_service/default_warehouse.rst:58 msgid "Once the Field Service task is marked as done, the stock of the default warehouse is automatically updated." msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:3 msgid "Onsite interventions planning" msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:6 msgid "From a sales order" msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:8 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." msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:11 msgid "Go to :menuselection:`Field Service --> Configuration --> Products` and create or edit a product." msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:13 msgid "Under the :guilabel:`General Information` tab, select :guilabel:`Service` as :guilabel:`Product Type`." msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:15 msgid "Under the :guilabel:`Sales` tab, select :guilabel:`Timesheets on tasks` as :guilabel:`Service Invoicing Policy`." msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:17 msgid "Select :guilabel:`Create a task in an existing project` as :guilabel:`Service Tracking`." msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:18 msgid "Select your :guilabel:`Project`." msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:19 msgid "If you use them, select your :guilabel:`Worksheet Template`, and save." msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:-1 msgid "Product configuration to create tasks from sales orders in Odoo Field Service" msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:25 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." msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:-1 msgid "Field Service task on a sales order in Odoo Sales" msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:34 msgid "From helpdesk tickets" msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:36 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." msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:40 msgid "Configure the helpdesk team" msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:42 msgid "Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`. Select a team and enable :guilabel:`Onsite Interventions`." msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:-1 msgid "Onsite interventions settings in Odoo Helpdesk" msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:49 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." msgstr "" #: ../../content/applications/services/field_service/onsite_interventions.rst:-1 msgid "Plan intervention from helpdesk tickets in Odoo Helpdesk" msgstr "" #: ../../content/applications/services/helpdesk.rst:8 msgid "Helpdesk" msgstr "" #: ../../content/applications/services/helpdesk.rst:11 msgid "`Odoo Tutorials: Helpdesk `_" msgstr "" #: ../../content/applications/services/helpdesk/advanced.rst:5 msgid "Advanced" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:3 msgid "After-Sales services" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:5 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:10 msgid "Set up the after-sales services" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:12 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:" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:17 msgid ":guilabel:`Refunds`: issues credit notes to refund a customer, or adjust the remaining amount due" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:18 msgid ":guilabel:`Coupons`: offers discounts and free products through an existing coupon program" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:19 msgid ":guilabel:`Returns`: initiates a product return from a customer through a reverse transfer" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:20 msgid ":guilabel:`Repairs`: creates repair orders for broken or faulty products" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:21 msgid ":guilabel:`Field Service`: plans onsite intervention through the *Field Service* application" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:26 msgid "The services that are enabled can vary based on the type of support a team provides." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:29 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.*" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:35 msgid "Issue a refund with a credit note" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:37 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:43 msgid "Invoices must be posted before a credit note can be generated." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:45 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:-1 msgid "View of a refund creation page." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:53 msgid "Choose a :guilabel:`Credit Method` from one of the following options:" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:55 msgid ":guilabel:`Partial Refund`: the credit note is created in draft and can be edited before being issued" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:57 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*" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:59 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*" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:64 msgid "The :guilabel:`Credit Method` options will **not** be available for invoices that have already been paid." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:67 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:70 msgid "Once the credit note has been posted, a :guilabel:`Credit Notes` smart button will be added to the *Helpdesk* ticket." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:-1 msgid "View of smart buttons on a ticket focusing on the credit note button." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:78 msgid ":doc:`/applications/finance/accounting/customer_invoices/credit_notes`" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:81 msgid "Generate coupons from a ticket" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:83 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:88 msgid "The *eCommerce* module must be installed in order to create coupon codes from the *Website*." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:90 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`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:-1 msgid "View of a coupon generation window." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:98 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`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:102 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:0 msgid "View of an email draft window with coupon code." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:110 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:-1 msgid "View of the smart buttons on a ticket focusing on the coupon button." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:119 msgid "`Coupons `_" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:122 msgid "Facilitate a product return with a reverse transfer" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:124 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:-1 msgid "View of a Helpdesk ticket with the return button highlighted." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:133 msgid "The :guilabel:`Return` button only appears on a ticket if the customer has a recorded delivery in the database." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:136 msgid "By default, the quantity will match the validated quantity from the delivery order. Update the :guilabel:`Quantity` field if necessary." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:-1 msgid "View of a reverse transfer creation page." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:143 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:-1 msgid "View of the return smart button on a helpdesk ticket." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:152 msgid ":doc:`/applications/sales/sales/products_prices/returns`" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:155 msgid "Send products for repair from a ticket" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:157 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:160 msgid "To create a new repair order, open a :menuselection:`Helpdesk` ticket and click on the :guilabel:`Repair` button in the upper left corner." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:163 msgid "Clicking the :guilabel:`Repair` button opens a blank :guilabel:`Repair Reference` form." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:-1 msgid "View of a repair reference page." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:170 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:174 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:179 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:183 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`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:189 msgid "A :guilabel:`Repairs` smart button will be added to the ticket, linking to the repair order." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:-1 msgid "View of smart buttons focusing on repair button." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:196 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:201 msgid "Create a field service task from a ticket" msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:203 msgid "On-site interventions can be planned from a ticket and managed through the *Field Service* application. Customers with :doc:`portal access ` will be able to track the progress of a :guilabel:`Field Service` task just as they would a *Helpdesk* ticket." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:207 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`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:212 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:216 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`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:220 msgid "Click :guilabel:`Create Task` or :guilabel:`Create & View Task`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:-1 msgid "View of a Field Service task creation page." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:226 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:-1 msgid "View of ticket smart buttons focused on task." msgstr "" #: ../../content/applications/services/helpdesk/advanced/after_sales.rst:234 msgid "`Field Service `_" msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:3 msgid "Closing tickets" msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:5 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:12 msgid "Manually close solved tickets" msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:14 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*." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:17 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:-1 msgid "View of stage on Helpdesk pipeline with emphasis on gear icon and edit stage option." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:26 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:31 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*." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:0 msgid "Stage settings page." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:41 msgid "Automatically close inactive tickets" msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:43 msgid "Tickets that are inactive for a set period of time can be automatically closed. At that point, they will be moved to a folded stage." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:46 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`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:49 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:54 msgid "The :guilabel:`After days of inactivity` field defaults to `7`, but can be adjusted if necessary." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:57 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:60 msgid "If only certain stages should be used to track days of inactivity, they can be added to the :guilabel:`In Stages` field." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:64 msgid "A team's pipeline is created with the following stages:" msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:66 msgid "`New`" msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:67 msgid "`In Progress`" msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:68 msgid "`Customer Feedback`" msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:69 msgid "`Closed`" msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:71 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:77 msgid "Therefore, the :guilabel:`Automatic Closing` settings would be configured as below\\:\\" msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:79 msgid ":guilabel:`Automatic Closing`: *checked*" msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:80 msgid ":guilabel:`Move to Stage`: `Solved`" msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:81 msgid ":guilabel:`After``7`:guilabel:`days of inactivity`" msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:82 msgid ":guilabel:`In Stages`: `Customer Feedback`" msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:0 msgid "Example of Automatic Closing settings." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:89 msgid "Allow customers to close their own tickets" msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:91 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:94 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`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:-1 msgid "Customer closing setting in Odoo Helpdesk." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:102 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:-1 msgid "Customer view of ticket closing in Odoo Helpdesk." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:110 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/close_tickets.rst:115 msgid "Customers with access to the portal will be able to view their tickets under :menuselection:`My Account --> Tickets`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:3 msgid "Track and bill time" msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:5 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:11 msgid "Since the *Track & Bill Time* features require integration with other applications, enabling them may result in the installation of additional modules (or applications)." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:14 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:19 msgid "Configure track and bill time features" msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:21 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:25 msgid "Enable track and bill time on a helpdesk team" msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:27 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 `. This will reveal a team's settings page." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:32 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`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:35 msgid "Once the :guilabel:`Timesheets` box is checked, a new field appears, labeled :guilabel:`Project`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:37 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`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:40 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`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:-1 msgid "View of a helpdesk team settings page emphasizing the track and bill time settings." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:50 msgid "Configure service products" msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:52 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:58 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`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:-1 msgid "View of a service product with the invoicing policy set to 'Based on timesheets'." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:66 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:69 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:72 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:-1 msgid "View of a service product with the invoicing policy set to 'prepaid/fixed'." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:81 msgid "Finally, set the :guilabel:`Sales Price`, and confirm that the :guilabel:`Unit of Measure` is set to :guilabel:`Hours`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:85 msgid "Invoice prepaid support services" msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:87 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 `." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:93 msgid "Create a sales order with prepaid product" msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:95 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:99 msgid "Then, fill out the quotation form with the customer information." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:101 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:105 msgid "After updating any other necessary information, :guilabel:`Confirm` the quotation. This converts the quotation into an :abbr:`SO (sales order)`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:109 msgid "Create and send an invoice for prepaid services" msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:111 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:114 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)`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:118 msgid "When the necessary information has been entered, click :guilabel:`Create Draft Invoice`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:120 msgid "The invoice can then be sent to the customer for payment." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:123 msgid "Create helpdesk ticket for prepaid services" msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:125 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:129 msgid "On the blank ticket form, create a ticket :guilabel:`Title`, and enter the :guilabel:`Customer` information." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:132 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:136 msgid "Track hours on helpdesk ticket" msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:138 msgid "Time spent working on a *Helpdesk* ticket is tracked on the *Timesheets* tab on the specific ticket." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:140 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`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:144 msgid "As new lines are added to :guilabel:`Timesheets` tab, the :guilabel:`Remaining Hours on SO` field is automatically updated." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:-1 msgid "View of the timesheets tab on a ticket with an emphasis on the remaining hours on an SO." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:152 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:155 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:159 msgid "Invoice post-paid support services" msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:161 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:167 msgid "Create a sales order with a time-tracked product" msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:169 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`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:173 msgid "Fill out the quotation with the customer information." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:175 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:180 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:185 msgid "Create a helpdesk ticket for time-tracked services" msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:187 msgid "To record a *Timesheet* entry for time-tracker services, go to :menuselection:`Helpdesk` and select the appropriate team for which these services apply." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:190 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:195 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:199 msgid "Track support hours on a ticket" msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:201 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:205 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:208 msgid "Repeat these steps as needed until all time spent on the issues has been recorded." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:-1 msgid "View of the timesheets tab on a helpdesk ticket." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:215 msgid "Create an invoice for hours tracked on a ticket" msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:217 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:220 msgid "To do this, return to the :abbr:`SO (sales order)` by clicking on the :guilabel:`Sales Order` smart button at the top of the ticket." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:223 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:-1 msgid "View of a sales order with emphasis on the delivered column." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:230 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)`." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:236 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." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:-1 msgid "View of create invoices pop up showing timesheets period fields." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:244 msgid "When the necessary information has been entered, click :guilabel:`Create Invoice`. The invoice can then be sent to the customer for payment." msgstr "" #: ../../content/applications/services/helpdesk/advanced/track_and_bill.rst:248 msgid ":doc:`../../../inventory_and_mrp/inventory/product_management/configure/uom`" msgstr "" #: ../../content/applications/services/helpdesk/overview.rst:5 #: ../../content/applications/services/timesheets/overview.rst:5 msgid "Overview" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:3 msgid "Getting started with Helpdesk" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:5 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:10 msgid "Create Helpdesk teams" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:12 msgid "Setting up multiple teams allows for tickets to be grouped by location or by support type." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:14 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:-1 msgid "View of the Helpdesk teams page in Odoo Helpdesk" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:24 msgid "Assignment & Visibility" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:27 msgid "Determine to whom the team will be visible" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:29 msgid "Under the :guilabel:`Visibility` section, determine who can view this team and its tickets." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:31 msgid ":guilabel:`Invited internal users` have access to the team and tickets they are following. This can be modified on each individual ticket." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:33 msgid ":guilabel:`All internal users` have access to the team and all of its tickets without being a follower." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:35 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:39 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:45 msgid "Automatically assign new tickets" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:47 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:-1 msgid "View of a Helpdesk team settings page emphasizing the assignment and visibility features\n" "in Odoo Helpdesk" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:56 msgid "Select one of the following assignment methods, based on how workload should be allocated across the team:" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:60 msgid ":guilabel:`Each user is assigned an equal number of tickets` assigns tickets to team members" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:60 msgid "based on total ticket count, regardless of the number of open or closed tickets they are currently assigned." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:64 msgid ":guilabel:`Each user has an equal number of open tickets` assigned tickets to team members based" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:63 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:66 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:71 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:76 msgid ":ref:`Manage users `" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:77 msgid ":doc:`Access rights `" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:80 msgid "Create or modify kanban stages" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:82 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:85 msgid "To view or modify *Helpdesk* stages, go to :menuselection:`Helpdesk --> Configuration --> Stages`." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:88 msgid ":ref:`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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:92 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:97 msgid "Change the stage order on the kanban view by dragging and dropping individual columns." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:-1 msgid "View of the stage list page emphasizing the option to create a new stage" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:104 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:-1 msgid "View of a stage's settings page in Odoo Helpdesk" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:113 msgid "Add email and SMS templates to stages" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:115 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:120 msgid "SMS Text Messaging is an In-App Purchase (IAP) service that requires prepaid credits to work. Refer to `SMS Pricing FAQ `_ for additional information." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:124 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:127 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:130 msgid "Follow the same steps to select, edit, or create an :guilabel:`SMS Template`." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:-1 msgid "View of an SMS template setup page in Odoo Helpdesk" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:137 #: ../../content/applications/services/helpdesk/overview/ratings.rst:60 msgid ":doc:`/applications/general/companies/email_template`" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:140 msgid "Assign stages to a team" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:142 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:0 msgid "View of stage setup emphasizing teams field" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:150 msgid "Fold a stage" msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:152 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:156 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:160 msgid "Alternatively, stages can be temporarily folded in the kanban view, by clicking on the settings icon and selecting :guilabel:`Fold`." msgstr "" #: ../../content/applications/services/helpdesk/overview/getting_started.rst:164 msgid "Manually folding a stage from the kanban view will not close the tickets in the stage." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:3 msgid "Help center" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:5 msgid "Odoo *Helpdesk* integrates with the *Forum*, *eLearning*, and *Knowledge* apps to create the *help center*." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:-1 msgid "Overview of the settings page of a team emphasizing the help center features." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:12 msgid "The *help center* is a centralized location where teams and customers can search for and share detailed information about products and services." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:16 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 ` for more information on *Helpdesk* team settings and configuration." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:23 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:26 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:31 msgid "Knowledge" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:33 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:-1 msgid "View of a message in Helpdesk focusing on the Knowledge book icon." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:41 msgid "Enable Knowledge on a Helpdesk team" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:43 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 `." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:47 msgid "When a team has been selected or created, Odoo displays that team's detail form." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:49 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:53 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:58 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:62 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:67 msgid "Once an article has been created and assigned to a *Helpdesk* team, content can be added and organized through the *Knowledge* app." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:71 msgid ":doc:`Editing Knowledge articles `" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:74 msgid "Search articles from a Helpdesk ticket" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:76 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:79 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:83 msgid "When a :guilabel:`Ticket` is selected, Odoo reveals that ticket's detail form." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:85 msgid "Click the :guilabel:`Knowledge (book)` icon, located above the chatter to open a search window." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:-1 msgid "View of knowledge search window from a helpdesk ticket." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:92 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:95 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:98 msgid "To open the article in a new tab, press :command:`Ctrl + Enter`." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:101 msgid "If a more in-depth search is required, press :command:`Alt + B`. That will reveal a separate page, in which a more detailed search can occur." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:105 msgid "Share articles to the help center" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:107 msgid "In order for a *Knowledge* article to be available to customers and website visitors, it has to be published." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:111 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:115 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:-1 msgid "View of a knowledge article focused on sharing and publishing options." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:124 msgid "Solve tickets with templates" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:126 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:131 msgid "Add templates to articles" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:133 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*." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:136 msgid "Type `/` to open the :guilabel:`Powerbox` and view a list of :doc:`commands `. Select or type `template`. A gray template block will be added to the page. Add any necessary content to this block." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:-1 msgid "View of a template in knowledge with focus on send and copy options." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:145 msgid "Templates will only display the :guilabel:`Use as description` or :guilabel:`Send as Message` options if they are accessed directly from *Helpdesk*." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:149 msgid "Use templates in tickets" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:151 msgid "Templates can be used to respond directly to a *Helpdesk* ticket as a message, or to add information to the ticket's description." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:154 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:158 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:162 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:165 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:169 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:177 msgid "Community Forum" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:179 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:184 msgid "Enable forums on a Helpdesk team" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:186 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 `." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:190 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:194 msgid "When activated, a new field labeled :guilabel:`Forums` appears beneath." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:196 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:201 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:205 msgid "Check out the :doc:`Forum documentation <../../../websites/forum>` to learn how to configure, use, and moderate a forum." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:209 msgid "Create a forum post from a Helpdesk ticket" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:211 msgid "When a *Helpdesk* team has a *Forum* enabled, tickets submitted to that team can be converted to forum posts." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:214 msgid "To do that, select a ticket, either from a team's pipeline or from :menuselection:`Tickets --> All Tickets` in the :guilabel:`Helpdesk` application." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:217 msgid "At the top of the ticket detail form, click the :guilabel:`Share on Forum` button." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:-1 msgid "Overview of the Forums page of a website to show the available ones in Odoo Helpdesk." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:223 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:229 msgid "eLearning" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:231 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:237 msgid "Enable eLearning courses on a Helpdesk team" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:239 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 `." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:243 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:246 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:252 msgid "Create an eLearning course" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:254 msgid "A new *eLearning* course can be created from the :guilabel:`Helpdesk` team's settings page, as in the step above, or from the *eLearning* app." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:257 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:261 msgid "On the course template page, add a :guilabel:`Course Title`, and below that, :guilabel:`Tags`." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:263 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:269 msgid "Add content to an eLearning course" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:271 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:-1 msgid "View of a course being published for Odoo Helpdesk." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:281 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:286 msgid "`Odoo Tutorials: eLearning `_" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:289 msgid "Publish an eLearning course" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:291 msgid "To allow customers to enroll in a course, both the course and the contents need to be published." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:293 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:298 msgid "To make the entire course available at once, each piece of course content must be published first, then the course can be published." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:301 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:304 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:308 msgid "Publish eLearning course contents from the back-end" msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:310 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:313 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:317 msgid "Click the :guilabel:`≣ (List View)` icon in the upper-right corner, directly beneath the search bar to switch to list view." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:320 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:324 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/help_center.rst:-1 msgid "View of a course contents being published in Odoo Helpdesk back-end." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:3 msgid "Customer ratings" msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:5 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:10 msgid "Enable customer ratings on a Helpdesk team" msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:12 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:-1 msgid "Overview of the settings page of a helpdesk team emphasizing the rating on ticket feature\n" "in Odoo Helpdesk." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:22 msgid "Set a ratings request email template on a stage" msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:24 msgid "To automatically request ratings from customers once their tickets have closed, an email template should be added to the appropriate stage." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:27 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:32 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:36 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:40 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:43 msgid "*Green smiling face* - Satisfied" msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:44 msgid "*Yellow neutral face* - Okay" msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:45 msgid "*Red frowning face* - Dissatisfied" msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:-1 msgid "View of a standard helpdesk customer review email template for Odoo Helpdesk." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:51 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:56 msgid "Customer ratings can also be viewed through the :guilabel:`Customer Ratings` report. To view this report, go to :menuselection:`Helpdesk --> Reporting --> Customer Ratings`." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:63 msgid "Publish ratings on the customer portal" msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:65 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:71 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:75 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:79 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:-1 #: ../../content/applications/services/helpdesk/overview/ratings.rst:-1 msgid "View of the ratings performance overview from the customer portal." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:88 msgid "Manually hide individual ratings" msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:90 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:93 msgid "To make a rating visible only to internal users, navigate to the page for a rating. This can be done in one of the following ways:" msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:96 msgid "Go to :menuselection:`Helpdesk --> Reporting --> Customer Ratings` and click on one of the kanban cards for an individual rating." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:98 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:103 msgid "Once on the rating details page, check the :guilabel:`Visible Internally Only` box." msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:110 #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:291 msgid ":doc:`/applications/services/helpdesk/advanced/close_tickets`" msgstr "" #: ../../content/applications/services/helpdesk/overview/ratings.rst:111 msgid ":doc:`/applications/services/helpdesk/overview/reports`" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:3 msgid "Start receiving tickets" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:5 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:11 msgid "Enable channel options to submit tickets" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:13 msgid "Go to :menuselection:`Helpdesk --> Configuration --> Teams` and choose an existing team, or click :guilabel:`New` to :doc:`create a new team `." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:16 msgid "On the team's settings page, scroll down to :guilabel:`Channels`. Select one or more channel(s) to enable by checking the respective box(es)." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:19 msgid ":guilabel:`Email Alias`" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:20 msgid ":guilabel:`Website Form`" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:21 msgid ":guilabel:`Live Chat`" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:24 msgid "Email Alias" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:26 msgid "The *Email Alias* setting automatically creates tickets from messages sent to that team's specified email alias." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:29 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:33 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:37 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:-1 msgid "View of the settings page of a helpdesk team emphasizing the email alias feature in Odoo\n" "Helpdesk." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:46 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:51 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:56 msgid "Website Form" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:58 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:61 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:65 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:70 msgid "After enabling the website form, the *Teams* settings page may need to be refreshed before the *Go to Website* smart button appears." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:73 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:-1 msgid "View of the settings page of a helpdesk team emphasizing the Go to Website button in\n" "Odoo Helpdesk." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:83 msgid "Customize the website ticket form" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:85 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:88 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:" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:93 msgid ":guilabel:`Type`: which matches an Odoo model value to the field (e.g. `Customer Name`)." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:94 msgid ":guilabel:`Input Type`: to determine what time of input the field should be, like `Text`, `Email`, `Telephone` or `URL`." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:96 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:98 msgid ":guilabel:`Description`: which, optionally, adds an editable line under the input box to provide additional contextual information related to the field." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:100 msgid ":guilabel:`Placeholder`: to add a sample input value." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:101 msgid ":guilabel:`Default value`: to add common use case values that most customers would find valuable" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:102 msgid ":guilabel:`Required`: which sets the field as mandatory before the form can be submitted." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:103 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:107 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:-1 msgid "View of the unpublished website form to submit a ticket for Odoo Helpdesk." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:115 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:119 msgid "Live Chat" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:121 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 ` `/helpdesk`." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:125 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:130 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:133 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:139 msgid "Customize the live chat channel" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:141 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:146 msgid "If a *Helpdesk* team is named `Customer Care`, a *Live Chat* channel will be created with the same name." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:0 #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:-1 msgid "View of the kanban cards for the available Live Chat channels." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:153 msgid "On the channel form, navigate through the tabs to complete the setup." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:156 msgid "Add operators" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:158 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:161 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:164 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)." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:169 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:174 msgid "Users can add themselves as an operator by clicking the :guilabel:`Join` button on a *Live Chat* channel." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:178 msgid "Modify channel options" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:180 msgid "The :guilabel:`Options` tab contains the visual and text settings for the live chat window." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:182 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:185 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:189 msgid "Edit the :guilabel:`Chat Input Placeholder` to change the text that appears in the box where visitors will type their replies." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:192 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:197 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:201 msgid "Create channel rules" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:203 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)." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:206 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:209 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:214 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:217 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:223 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:227 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:231 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:241 msgid "Use the live chat widget" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:243 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:246 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:250 msgid "To add the widget to a website created on a third-party platform, click :guilabel:`COPY` and paste the code into the `` tag on the site." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:253 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:257 msgid "Create a support ticket from a live chat session" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:259 msgid "Once live chat is enabled, operators will be able to communicate with site visitors in real time." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:261 msgid "During the conversation, an operator can use the shortcut :doc:`command ` `/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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:267 msgid "Prioritizing tickets" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:269 msgid "All tickets include a :guilabel:`Priority` field. The highest priority tickets will appear at the top of the kanban and list views." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:-1 msgid "View of a team's kanban view and the prioritized tasks in Odoo Helpdesk." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:276 msgid "The priority levels are represented by stars:" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:278 msgid "0 stars = *Low Priority*" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:279 msgid "1 star = *Medium Priority*" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:280 msgid "2 stars = *High Priority*" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:281 msgid "3 stars = *Urgent*" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:283 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:287 msgid "As priority levels can be used as criteria for assigning :doc:`SLAs `, changing the priority level of a ticket can alter the :abbr:`SLA (Service Level Agreement)` deadline." msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:292 msgid ":doc:`/applications/general/email_communication/email_servers`" msgstr "" #: ../../content/applications/services/helpdesk/overview/receiving_tickets.rst:293 msgid ":doc:`/applications/websites/livechat`" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:3 msgid "Reporting" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:5 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:10 msgid "Available reports" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:12 msgid "Details about the reports available in Odoo *Helpdesk* can be found below. To view the different reports, go to :menuselection:`Helpdesk --> Reporting`." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:16 msgid "Ticket Analysis" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:18 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:22 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:-1 msgid "View of Ticket Analysis report default view." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:30 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:" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:35 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*" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:38 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**" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:41 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*" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:44 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" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:46 msgid ":guilabel:`Hours to Close`: number of working hours between the date on which the ticket was created and the date it was closed" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:48 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*" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:51 msgid ":guilabel:`Hours to SLA Deadline`: number of working hours remaining to reach the last :abbr:`SLA (Service Level Agreement)` deadline on a ticket" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:53 msgid ":guilabel:`Rating /5`: number valued assigned to the rating received from a customer (Dissatisfied = 1, Okay/Neutral = 3, Satisfied = 5)" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:55 #: ../../content/applications/services/helpdesk/overview/reports.rst:99 msgid ":guilabel:`Count`: number of tickets in total" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:58 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:63 msgid "SLA Status Analysis" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:65 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:69 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:-1 msgid "View of Group by options of Ticket Analysis report." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:76 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:" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:79 msgid ":guilabel:`% of Failed SLA`: percentage of tickets that have failed at least one :abbr:`SLA (Service Level Agreement)`" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:81 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)`" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:84 msgid ":guilabel:`% of Successful SLA`: percentage of tickets where all :abbr:`SLAs (Service Level Agreements)` have been successful" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:86 msgid ":guilabel:`Number of SLA Failed`: number of tickets that have failed at least one :abbr:`SLA (Service Level Agreement)`" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:88 msgid ":guilabel:`Number of SLA Successful`: number of tickets where all :abbr:`SLAs (Service Level Agreements)` have been successful" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:90 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)`" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:93 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" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:95 msgid ":guilabel:`Working Hours to Close`: number of working hours between the date on which the ticket was created and the date it was closed" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:97 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" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:102 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:107 msgid "To sort these results by the team members assigned to the tickets, select :menuselection:`Total --> Assigned to`." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:111 msgid ":doc:`Service Level Agreements (SLA) `" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:114 msgid "Customer Ratings" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:116 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:-1 msgid "View of the kanban display in the Customer Ratings report." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:124 msgid "Click on an individual rating to see additional details about the rating submitted by the customer, including a link to the original ticket." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:-1 msgid "View of the details of an individual customer rating." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:132 msgid "On the rating's details page, select the :guilabel:`Visible Internally Only` option to hide the rating from the customer portal." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:135 msgid "The *Customer Ratings* report is displayed in a kanban view by default, but can also be displayed in graph, list, or pivot view." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:139 msgid ":doc:`Ratings `" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:142 msgid "View and filter options" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:144 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:149 msgid "Only one measure may be selected at a time for graphs, but pivot tables can include multiple measures." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:153 msgid "Pivot view" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:155 msgid "The *pivot* view presents data in an interactive manner. All three *Helpdesk* reports are available in pivot view." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:158 msgid "The pivot view can be accessed on any report by selecting the :guilabel:`grid icon` at the top right of the screen." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:-1 msgid "View of the SLA status analysis report in Odoo Helpdesk." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:165 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:170 msgid "Graph view" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:172 msgid "The *graph* view presents data in either a *bar*, *line*, or *pie* chart." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:174 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:180 msgid "Bar chart" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:0 msgid "View of the SLA status analysis report in bar view." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:186 msgid "Line chart" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:0 msgid "View of the Customer Ratings report in line view." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:192 msgid "Pie chart" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:0 msgid "View of the Ticket analysis report in pie chart view." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:199 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:204 msgid "Save and share a favorite search" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:206 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:209 msgid "To create and save new *Favorites* on a report, follow the steps below:" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:211 msgid "Set the necessary parameters using the :guilabel:`Filters`, :guilabel:`Group By` and :guilabel:`Measures` options." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:213 msgid "Click :menuselection:`Favorites --> Save current search`." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:214 msgid "Rename the search." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:215 msgid "Select :guilabel:`Use by default` to have these filter settings automatically displayed when the report is opened. Otherwise, leave it blank." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:217 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:219 msgid "Click :guilabel:`Save` to preserve the configuration for future use." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:-1 msgid "View of the save favorites option in Odoo Helpdesk." msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:226 msgid ":doc:`Start receiving tickets `" msgstr "" #: ../../content/applications/services/helpdesk/overview/reports.rst:227 msgid ":doc:`Odoo reporting `" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:3 msgid "Service Level Agreements (SLA)" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:5 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:10 msgid "Create a new SLA policy" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:12 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:-1 msgid "View of a team page in Helpdesk focusing on the SLA Policies setting" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:22 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:27 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:33 msgid "Define the criteria for an SLA policy" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:35 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:" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:38 msgid ":guilabel:`Team`: a policy can only be applied to one team. *This field is required.*" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:39 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)." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:44 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:48 msgid ":guilabel:`Tags`: tags are applied to briefly indicate what the ticket is about. Multiple tags can be applied to a single ticket." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:50 msgid ":guilabel:`Customers`: individual contacts or companies may be selected in this field." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:51 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:56 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)" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:-1 msgid "View of a blank SLA policy record" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:64 msgid "Establish a target for an SLA policy" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:66 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:73 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:79 msgid "Meeting SLA deadlines" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:81 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:-1 msgid "View of a ticket's form emphasizing an open SLA deadline on a ticket in Odoo Helpdesk" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:91 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:95 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:-1 msgid "View of a ticket's form emphasizing a satisfied SLA in Odoo Helpdesk" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:102 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:-1 msgid "View of a ticket's form with a failing and passing SLA in Odoo Helpdesk" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:112 msgid "Analyzing SLA performance" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:114 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`." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:120 msgid "Using the Pivot view" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:122 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:-1 msgid "View of the SLA status analysis report in Odoo Helpdesk" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:129 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:135 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:140 msgid "Using the Graph view" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:142 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:148 msgid "Bar Chart" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:0 msgid "View of the SLA status analysis report in bar view" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:154 msgid "Line Chart" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:0 msgid "View of the SLA status analysis report in line view" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:160 msgid "Pie Chart" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:0 msgid "View of the SLA status analysis report in pie chart view" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:167 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:172 msgid "Using the Cohort view" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:174 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." msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:-1 msgid "View of the SLA status analysis report in cohort view" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:183 msgid ":ref:`Reporting views `" msgstr "" #: ../../content/applications/services/helpdesk/overview/sla.rst:184 msgid ":doc:`Allow customers to close their tickets `" msgstr "" #: ../../content/applications/services/project.rst:8 msgid "Project" msgstr "" #: ../../content/applications/services/project.rst:10 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." msgstr "" #: ../../content/applications/services/project.rst:14 #: ../../content/applications/services/timesheets.rst:11 msgid "`Odoo Tutorials: Project and Timesheets `_" msgstr "" #: ../../content/applications/services/project/project_management.rst:3 msgid "Project management" msgstr "" #: ../../content/applications/services/project/project_management.rst:5 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." msgstr "" #: ../../content/applications/services/project/project_management.rst:8 msgid "Did you know?" msgstr "" #: ../../content/applications/services/project/project_management.rst:10 msgid "The word **Kanban** comes from Japanese and refers to the \"visual board\" management method." msgstr "" #: ../../content/applications/services/project/project_management.rst:13 msgid "`Odoo Tutorials: Kanban Project Management `_" msgstr "" #: ../../content/applications/services/project/project_management.rst:19 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`." msgstr "" #: ../../content/applications/services/project/project_management.rst:22 msgid "You can customize your existing **projects** from the dashboard by clicking the drop-down toggle button (:guilabel:`⋮`) on your project's **card**." msgstr "" #: ../../content/applications/services/project/project_management.rst:-1 msgid "Project card" msgstr "" #: ../../content/applications/services/project/project_management.rst:29 msgid "This enables a new menu divided into four parts:" msgstr "" #: ../../content/applications/services/project/project_management.rst:31 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`;" msgstr "" #: ../../content/applications/services/project/project_management.rst:35 msgid ":guilabel:`Reporting`: analyze your project's progress and profitability through graphics and statistics;" msgstr "" #: ../../content/applications/services/project/project_management.rst:37 msgid "**Color**: make a line of color appear on the left side of the card so that your project is more recognizable;" msgstr "" #: ../../content/applications/services/project/project_management.rst:39 msgid ":guilabel:`Settings`: you can change the following:" msgstr "" #: ../../content/applications/services/project/project_management.rst:41 msgid "the :guilabel:`Name` of the project;" msgstr "" #: ../../content/applications/services/project/project_management.rst:42 msgid "the :guilabel:`Name of the tasks` found under that project;" msgstr "" #: ../../content/applications/services/project/project_management.rst:43 msgid "the :guilabel:`Customer` for whom the project is intended;" msgstr "" #: ../../content/applications/services/project/project_management.rst:44 msgid "the :guilabel:`Tags` used for filtering;" msgstr "" #: ../../content/applications/services/project/project_management.rst:45 msgid "the :guilabel:`Company` responsible for the project;" msgstr "" #: ../../content/applications/services/project/project_management.rst:46 msgid "the employee designated as :guilabel:`Project Manager`;" msgstr "" #: ../../content/applications/services/project/project_management.rst:47 msgid "the :guilabel:`Planned Date` of the project;" msgstr "" #: ../../content/applications/services/project/project_management.rst:48 msgid "the total :guilabel:`Allocated Hours` for that project." msgstr "" #: ../../content/applications/services/project/project_management.rst:50 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;" msgstr "" #: ../../content/applications/services/project/project_management.rst:-1 msgid "Project settings" msgstr "" #: ../../content/applications/services/project/project_management.rst:58 msgid "`Odoo Tutorials: Customize projects `_" msgstr "" #: ../../content/applications/services/project/project_management.rst:61 msgid "Further settings are available under the :guilabel:`Settings` tab. Most of them are *only* available depending on the activated apps." msgstr "" #: ../../content/applications/services/project/project_management.rst:65 msgid "Scheduling activities" msgstr "" #: ../../content/applications/services/project/project_management.rst:67 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." msgstr "" #: ../../content/applications/services/project/project_management.rst:75 msgid "If an activity is **already** scheduled, the icon may change to a **phone**, **group of people**, or other." msgstr "" #: ../../content/applications/services/project/tasks.rst:5 msgid "Tasks" msgstr "" #: ../../content/applications/services/project/tasks/email_alias.rst:3 msgid "Create Project's Tasks from an Email Alias" msgstr "" #: ../../content/applications/services/project/tasks/email_alias.rst:5 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." msgstr "" #: ../../content/applications/services/project/tasks/email_alias.rst:11 msgid "Set up an incoming email server" msgstr "" #: ../../content/applications/services/project/tasks/email_alias.rst:14 msgid "On the *Settings* application, enable *External Email Servers* and define the incoming email alias you would like to use." msgstr "" #: ../../content/applications/services/project/tasks/email_alias.rst:15 msgid "**For more information**: :doc:`/applications/general/email_communication/email_servers`" msgstr "" #: ../../content/applications/services/project/tasks/email_alias.rst:18 msgid "Configure the email alias in your project" msgstr "" #: ../../content/applications/services/project/tasks/email_alias.rst:22 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." msgstr "" #: ../../content/applications/services/project/tasks/email_alias.rst:23 msgid "In addition, you can now directly set it when creating a new project." msgstr "" #: ../../content/applications/services/project/tasks/email_alias.rst:-1 msgid "In the settings of your project, define the emails alias under the tab email in Odoo Project" msgstr "" #: ../../content/applications/services/project/tasks/email_alias.rst:30 msgid "All the recipients of the email (To/Cc/Bcc) are automatically added as followers of the task." msgstr "" #: ../../content/applications/services/project/tasks/email_alias.rst:32 msgid "The email can be seen under the name of your project on the dashboard." msgstr "" #: ../../content/applications/services/project/tasks/email_alias.rst:-1 msgid "View of the email alias chosen on the dashboard view in Odoo Project" msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:3 msgid "Recurring tasks" msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:5 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." msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:10 msgid "`Odoo Tutorials: Recurring tasks `_" msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:15 msgid "To enable recurring tasks, go to :menuselection:`Project --> Configuration --> Settings`, then activate :guilabel:`Recurring Tasks`, and :guilabel:`Save`." msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:18 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`." msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:24 msgid "Set up task recurrence" msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:26 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." msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:30 msgid "On the scheduled recurrency date, a new task is created on your project dashboard with the following configuration:" msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:33 msgid ":guilabel:`Stage`: first stage of the project dashboard (:guilabel:`New` or equivalent);" msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:34 msgid ":guilabel:`Name`, :guilabel:`Description`, :guilabel:`Project`, :guilabel:`Assignees`, :guilabel:`Customer`, :guilabel:`Tags`: copied from the original task;" msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:36 msgid ":guilabel:`Milestones`, :guilabel:`Deadline`, :guilabel:`Timesheets`, :guilabel:`Chatter`, :guilabel:`Activities`: those fields are not copied;" msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:38 msgid ":guilabel:`Subtasks`: copied from the original task, which becomes a parent of all the tasks in recurrence;" msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:40 msgid "A **smart button** on the task displays the total number of existing recurrences." msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:43 msgid "To see the task in your project dashboard before the scheduled date, consider setting up the recurrence date to a day earlier." msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:47 msgid "Edit or stop task recurrence" msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:49 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." msgstr "" #: ../../content/applications/services/project/tasks/recurring_tasks.rst:52 msgid "**To stop** the recurrence, open the task, then go to the :guilabel:`Recurrency` tab and uncheck :guilabel:`Recurrent`." msgstr "" #: ../../content/applications/services/timesheets.rst:8 msgid "Timesheets" msgstr "" #: ../../content/applications/services/timesheets/overview/time_off.rst:3 msgid "Create Timesheets upon Time Off Validation" msgstr "" #: ../../content/applications/services/timesheets/overview/time_off.rst:5 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." msgstr "" #: ../../content/applications/services/timesheets/overview/time_off.rst:9 msgid "Activate the :ref:`developer mode `, go to *Timesheets*, and change the *Project* and *Task* set by default, if you like." msgstr "" #: ../../content/applications/services/timesheets/overview/time_off.rst:-1 msgid "View of Timesheets setting enabling the feature record time off in Odoo Timesheets" msgstr "" #: ../../content/applications/services/timesheets/overview/time_off.rst:16 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." msgstr "" #: ../../content/applications/services/timesheets/overview/time_off.rst:-1 msgid "View of a time off types form emphasizing the time off requests and timesheets section in\n" "Odoo Time Off" msgstr "" #: ../../content/applications/services/timesheets/overview/time_off.rst:26 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." msgstr "" #: ../../content/applications/services/timesheets/overview/time_off.rst:27 msgid "On the example below, the user requested *Paid Time off* from July 13th to 15th." msgstr "" #: ../../content/applications/services/timesheets/overview/time_off.rst:-1 msgid "View of the time off request form in Odoo Time Off" msgstr "" #: ../../content/applications/services/timesheets/overview/time_off.rst:33 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." msgstr "" #: ../../content/applications/services/timesheets/overview/time_off.rst:-1 msgid "Video of timesheets emphasizing the requested time off from the employee in Odoo Timesheets" msgstr "" #: ../../content/applications/services/timesheets/overview/time_off.rst:41 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." msgstr "" #: ../../content/applications/services/timesheets/overview/time_off.rst:-1 msgid "View of the details of a project/task in Odoo Timeheets" msgstr ""