How to create a KHelp TT (KHelp or Email)1. TT through KHelp the first thing you do is to go to https://koykan.ecodica.eu and create a log in with your email and create a password. After this you will come to a screen that has a toolbar at the top which you will find and click on KHelp. Once you are here you will have a list of the name of the bucket owners and their responsibility. You then choose which topic or bucket you are requesting and click on it. This will open a separate window for you to create your TT. Fields to Fill in when creating the TT through the system- Task: choose from the drop down menu on the most relevant option. - Priority: Service Level Agreements (SLA) are 1) Urgent in 2hrs 2) High in 1.5 working days 3) Med in 3 working days and 4) Low in 6 working days. - Name & Email: will be automatically filled in as you are logged into the system or sending an email with your personal email. - Subject: provide the reason for the creation of the TT. - Description: fill in the details of your request to provide context to the bucket owner. - Attachment: upload documents that are relevant to the request. 2. TT by email you begin by choosing the bucket owner and selecting the email address to send it to. The Email list of bucket owners can be found below in a separate section. Then you need to fill in the field Subject, this provides the reason you are creating the TT. The next thing is in the text of your email please provide the Description, where you are asked to provide details of your request to provide context to the bucket owner.
Bucket Owner Name & Email Address (Link)Rules & Tips on TT systemWhen using the Odoo Ticket Tracking (TT) system
What happens when you...Change Assigned to (person): the assigned user is responsible for handling the ticket. When you change the assigned user this means your are transferring responsibility for resolving the issue to someone else. Only change the assigned user, when it's clear that another person or team is better suited to resolve the issue.Tip: always add a short comment explaining why the ticket was reassigned to keep everyone informed.Stages & Activities (move back): when you move a ticket back to a previous stage that had activities, here’s what happens: 1) Existing completed activities stay completed 2) Pending (not yet completed) activities that were scheduled in that earlier stage are still there and become active again — meaning you or the assigned user will see them as tasks to complete and 3) If the stage has automated activities, those activities can be re-triggered or duplicated. Tip: going back stages does not erase your activity history.Stages & Activities (move forward): when you move a ticket forward to a new stage here is what happens: 1) Pending activities from the previous stage stay linked to the ticket unless the new stage has automation rules that remove, complete, or replace them. 2) New activities may be automatically scheduled based on the setup of the new stage (for example, an email follow-up or a task assignment) Tip: completed activities remain in the ticket's history — they are never deleted.
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