Helpdesk: IT Dept.

| 5 minutes

This document will enable AdvaCare staff to make technical requests to the IT team.

IT-related issues happen frequently for everyone because problems are bound to happen in a working environment.
To solve IT-related issues quickly and efficiently. We use the Odoo based application named Helpdesk.

Importance of submitting technical requests through the Odoo ticketing system

Submitting requests through Odoo's ticketing system (IT tickets) is important to allow the IT team to manage and maintain technical support requests as they are reported by AdvaCare staff. In this way, all requests can be organized in the company, so they can be addressed with minimal response time (refer to RTO indicators) providing a good quality service, with the expected results.

Another point to highlight is that when AdvaCare staff send their requests through the Odoo ticket system, they have the possibility to access the request made and know the evolution it has had. This can be a great advantage when the AdvaCare staff needs information related to the application or service that the IT team has given, thus getting all the related details in one place.

Tickets vs Tasks in Odoo

Generally, best practices suggest handling customer requests in tickets and assigning planned work in tasks. That means that tickets are reserved for handling customer (AdvaCare staff) communications while tasks are kept for work that needs to be planned out

Access the Help Desk module

Helpdesk is an Odoo (ERP) based application which use to create tickets.

To access the application go to the ERP dashboard and click on Helpdesk icon like the image below.

Create a request (ticket)

Note: The complete process described below can be watched in a video at the following link:
Request technical support to IT team .
1. To create a ticket, click on IT Support Helpdesk Team after accessing the Helpdesk.

2. Click Create:

After clicking create there will be a similar module like Projects/Task.

3. The fields must be filled in as follows:

  1. Request (ticket) title:

    2. Ticket title

  2. Ticket type:

    3. IT Support

  3. Created on:

    4. Choose today's date from the calendar

  4. Assign it to:

    5. Julian Moreno

  5. Customer:

    6. Employee's name

  6. Project

    7. IT Support

  7. Helpdesk Team:

    8. IT Support

  8. Tags:

    9. Service Request

  9. Copy the task description template and paste it in the "Description" field:

    10. Description:

    [Describe what is currently happening]

    Acceptance criteria:

    [Describe what you expect to happen after the solution has been offered]

    Linked Elements:

    [Link title]

    [Link]

An example is shown below:

Note: The "Priority" field is assigned by the IT Operations Supervisor after he has assessed the impact and urgency of the situation.

Priority will be assigned as follows:
P3 = <7 days
P2 = < 3 days
P1 = <1 day

4. That's it, now click Save and copy the URL to send to the IT manager/supervisor.

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