10000 [ADD] helpdesk: Record and invoice time for tickets · jubodoo/documentation-user@8e1eca6 · GitHub
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[ADD] helpdesk: Record and invoice time for tickets
Original document: https://docs.google.com/document/d/1c7-qBfk9nxMPwVtTIBqbPxM14lxxLXPZg_jVeDEGahg/edit
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‎applications.rst

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manufacturing
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point_of_sale
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project
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helpdesk/helpdesk
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helpdesk
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livechat/livechat
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expense/expense
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general

‎helpdesk.rst

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:banner: banners/helpdesk.jpg
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========
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Helpdesk
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========
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.. toctree::
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:titlesonly:
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helpdesk/getting_started
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helpdesk/invoice_time

‎helpdesk/helpdesk.rst renamed to ‎helpdesk/getting_started.rst

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:banner: banners/helpdesk.jpg
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========
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Helpdesk
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========
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==============================
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Get started with Odoo Helpdesk
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==============================
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Overview
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========

‎helpdesk/invoice_time.rst

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

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