[IMP] helpdesk: update ticket closing #3656

jero-odoo · 2023-02-22T19:52:17Z

This PR updates the "Allow customers to close their tickets" document. The title has been changed to "Closing Tickets" to reflect new content. Added sections for manually closing tickets, and automatically closing tickets. Updated the closure by customers section, updated information about closing stages (now 'folded stages'). Updated screenshots and terms to reflect 16.0 changes. Removed obsolete section on reporting filter ("closed by partner").

robodoo · 2023-02-22T19:53:25Z

Pull request status dashboard.

brse-odoo

Hi @jero-odoo, I've finished my review of this doc rewrite. Great job! I only had a few minor suggestions for language throughout. Feel free to ping me with any questions, thanks!

content/applications/services/helpdesk/advanced/close_tickets.rst

tiku-odoo

@jero-odoo Great work on this doc. I've made a few suggestions. I did use a guilabel on "Stage" as this is referring to something in the UI. I've also added a few other labels. Let me know if you have any questions. Thanks! Looking forward to seeing this published. 👍

content/applications/services/helpdesk/advanced/close_tickets.rst

samueljlieber

Hey @jero-odoo! Great job on this doc, I've made some technical changes below for your reference. I'm approving these changes right away because they are so small and sending to final review!

samueljlieber · 2023-03-29T16:58:08Z

content/applications/services/helpdesk/advanced/close_tickets.rst

+Closing tickets
+===============
+
+Once work has been completed on a :guilabel:`Helpdesk` ticket in Odoo, there are several ways it can


we can italicize helpdesk ticket.

samueljlieber · 2023-03-29T16:58:40Z

content/applications/services/helpdesk/advanced/close_tickets.rst

+===============================
+
+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 :guilabel:`folded` stage. This marks the ticket as *closed*.


we can italicize folded stage.

samueljlieber · 2023-03-29T16:59:00Z

content/applications/services/helpdesk/advanced/close_tickets.rst

+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 :guilabel:`folded` stage. This marks the ticket as *closed*.
+
+To fold a stage, navigate to the :menuselection:`Helpdesk` dashboard and click on a :guilabel:`team`


capitalize :guilabel:Team

samueljlieber · 2023-03-29T17:05:13Z

Implemented technical changes in eee0b25 and approving for final review @StraubCreative.

StraubCreative

Hi @jero-odoo
Great doc. Nice job! 🎉
I have a few small suggestions below around tense and specificity/wording, which I just pushed up on 3b2db5b.

If you approve of the changes, you can issue the merge command [at]robodoo r+ and it will merge right away; or
If you have further changes to make, pull down the latest commit to your local machine by using git pull --rebase and then Re-request Review (the little 🔄 icon) after pushing back up your revisions. We can also revert all of my changes to your prior commit if you'd prefer (if so, I can show you how to do that).

Thanks!

@robodoo delegate+

StraubCreative · 2023-04-10T23:40:01Z

content/applications/services/helpdesk/advanced/close_tickets.rst

+Closing tickets
+===============
+
+Once work has been completed on a *helpdesk ticket* in Odoo, there are several ways it can be


Think it makes the most sense to indicate that the ticket belongs to Helpdesk, the app.

Suggested change

Once work has been completed on a *helpdesk ticket* in Odoo, there are several ways it can be

Once work has been completed on a *Helpdesk* ticket in Odoo, there are several ways it can be

StraubCreative · 2023-04-10T23:40:57Z

content/applications/services/helpdesk/advanced/close_tickets.rst

+Manually closing solved tickets
+===============================


Simple present > continuous tense.

Suggested change

Manually closing solved tickets

===============================

Manually close solved tickets

=============================

StraubCreative · 2023-04-10T23:51:52Z

content/applications/services/helpdesk/advanced/close_tickets.rst

+To fold a stage, navigate to the :menuselection:`Helpdesk` dashboard and click on a :guilabel:`Team`
+to open the pipeline. Choose a stage, and click on the gear icon at the top right of that stage's
+kanban column.


Team doesn't get a guilabel here since it's not the name of a field, label, button, etc. on the UI.
Slight wording change around the gear icon too since it only appears when hovering over the stage name (and isn't immediately visible).

Suggested change

To fold a stage, navigate to the :menuselection:`Helpdesk` dashboard and click on a :guilabel:`Team`

to open the pipeline. Choose a stage, and click on the gear icon at the top right of that stage's

kanban column.

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.

StraubCreative · 2023-04-10T23:57:50Z

content/applications/services/helpdesk/advanced/close_tickets.rst

+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. :guilabel:`Save & Close`.


Indicate that a menu appears after the gear icon is selected.
Would form a compound sentence, as well, to link setting/save actions together.
Also added a conclusion to iterate cause > effect.

Suggested change

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. :guilabel:`Save & Close`.

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*.

StraubCreative · 2023-04-10T23:58:25Z

content/applications/services/helpdesk/advanced/close_tickets.rst

+      :align: center
+      :alt: Stage settings page.
+
+Automatically closing inactive tickets


Simple present > continuous tense.

Suggested change

Automatically closing inactive tickets

Automatically close inactive tickets

StraubCreative · 2023-04-11T00:02:00Z

content/applications/services/helpdesk/advanced/close_tickets.rst

+Go to the team's settings page by going to :menuselection:`Helpdesk --> Configuration --> Teams`.
+Under the :guilabel:`Self-Service` section, enable :guilabel:`Automatic Closing`.


The first way is correct.
Another way to write this so it's a compound sentence with time-order language.

Suggested change

Go to the team's settings page by going to :menuselection:`Helpdesk --> Configuration --> Teams`.

Under the :guilabel:`Self-Service` section, enable :guilabel:`Automatic Closing`.

Enable automatic ticket closing by first navigating to :menuselection:`Helpdesk --> Configuration

--> Teams`, and then under the :guilabel:`Self-Service` section, enable :guilabel:`Automatic

Closing`.

StraubCreative · 2023-04-11T00:09:18Z

content/applications/services/helpdesk/advanced/close_tickets.rst

+   due to assignment or workload issues. Closing these tickets automatically would result in issues
+   going unsolved.
+
+   Therefore, the :guilabel:`Automatic Closing` settings would be configured as below\:\


Images are only supplemental to the writing; the writing needs to stand on it's own.
Actually write this part out 😉

Suggested change

Therefore, the :guilabel:`Automatic Closing` settings would be configured as below\:\

Therefore, the :guilabel:`Automatic Closing` settings would be configured as below\:\

- :guilabel:`Automatic Closing`: *checked*

- :guilabel:`Move to Stage`: `Solved`

- :guilabel:`After``7`:guilabel:`days of inactivity`

- :guilabel:`In Stages`: `Customer Feedback`

StraubCreative · 2023-04-11T00:10:39Z

content/applications/services/helpdesk/advanced/close_tickets.rst

+Allowing customers to close tickets
+===================================


Simple present tense.
Slight rewording so we're not (unintentionally) indicating that customers can close any other tickets that are not their own 😉

Suggested change

Allowing customers to close tickets

===================================

Allow customers to close their own tickets

==========================================

StraubCreative · 2023-04-11T00:13:41Z

content/applications/services/helpdesk/advanced/close_tickets.rst

+Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own tickets
+when they determine their issue has been resolved.


Missing determiner, that.
Would surround the s in parenthesis otherwise there's a plural/singular mismatch.

Suggested change

Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own tickets

when they determine their issue has been resolved.

Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own ticket(s)

when they determine that their issue has been resolved.

StraubCreative · 2023-04-11T00:21:02Z

content/applications/services/helpdesk/advanced/close_tickets.rst

+   :alt: Customer closing setting in Odoo Helpdesk.
+
+Once the ticket closing settings are enabled, a :guilabel:`Close Ticket` button will be available
+for customers when they view their ticket.


Specificity.
Where exactly does this button appear?

Suggested change

for customers when they view their ticket.

for customers when they view their ticket through the customer portal.

jero-odoo · 2023-04-11T12:10:36Z

Thanks @StraubCreative, the changes look good. I will merge

jero-odoo · 2023-04-11T12:10:59Z

@robodoo r+

jero-odoo self-assigned this Feb 22, 2023

C3POdoo requested a review from a team February 22, 2023 19:53

jero-odoo requested a review from brse-odoo February 22, 2023 19:54

brse-odoo reviewed Feb 22, 2023

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jero-odoo force-pushed the 16.0-helpdesk-update-close-tickets-jero branch from 714b6dd to 919ca8a Compare February 23, 2023 14:00

jero-odoo requested a review from StraubCreative February 23, 2023 14:24

jero-odoo removed the request for review from StraubCreative March 16, 2023 12:21

jero-odoo force-pushed the 16.0-helpdesk-update-close-tickets-jero branch from 919ca8a to 474d254 Compare March 16, 2023 16:03

jero-odoo requested a review from tiku-odoo March 16, 2023 16:08

tiku-odoo reviewed Mar 20, 2023

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jero-odoo force-pushed the 16.0-helpdesk-update-close-tickets-jero branch from 474d254 to 42ec8b8 Compare March 23, 2023 13:21

jero-odoo requested a review from StraubCreative March 23, 2023 13:26

samueljlieber requested changes Mar 29, 2023

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samueljlieber force-pushed the 16.0-helpdesk-update-close-tickets-jero branch from 42ec8b8 to eee0b25 Compare March 29, 2023 17:01

samueljlieber approved these changes Mar 29, 2023

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[IMP] helpdesk: update ticket closing

3b2db5b

StraubCreative force-pushed the 16.0-helpdesk-update-close-tickets-jero branch from eee0b25 to 3b2db5b Compare April 11, 2023 00:22

StraubCreative approved these changes Apr 11, 2023

View reviewed changes

robodoo closed this in a1b8684 Apr 11, 2023

robodoo temporarily deployed to merge April 11, 2023 14:08 Inactive

This was referenced Apr 11, 2023

[FW][IMP] helpdesk: update ticket closing #4102

Closed

[FW][IMP] helpdesk: update ticket closing #4103

Closed

[FW][IMP] helpdesk: update ticket closing #4104

Closed

	Once work has been completed on a helpdesk ticket in Odoo, there are several ways it can be
	Once work has been completed on a Helpdesk ticket in Odoo, there are several ways it can be

		Manually closing solved tickets
		===============================

		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. :guilabel:`Save & Close`.

-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. :guilabel:`Save & Close`.
+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*.

	Automatically closing inactive tickets
	Automatically close inactive tickets

		Go to the team's settings page by going to :menuselection:`Helpdesk --> Configuration --> Teams`.
		Under the :guilabel:`Self-Service` section, enable :guilabel:`Automatic Closing`.

-   Therefore, the :guilabel:`Automatic Closing` settings would be configured as below\:\
+   Therefore, the :guilabel:`Automatic Closing` settings would be configured as below\:\
+   - :guilabel:`Automatic Closing`: *checked*
+   - :guilabel:`Move to Stage`: `Solved`
+   - :guilabel:`After``7`:guilabel:`days of inactivity`
+   - :guilabel:`In Stages`: `Customer Feedback`

		Allowing customers to close tickets
		===================================

		Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own tickets
		when they determine their issue has been resolved.

	for customers when they view their ticket.
	for customers when they view their ticket through the customer portal.

[IMP] helpdesk: update ticket closing #3656

[IMP] helpdesk: update ticket closing #3656

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jero-odoo commented Feb 22, 2023

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samueljlieber commented Mar 29, 2023

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jero-odoo commented Apr 11, 2023

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