---
title: "Helpdesk"
description: "Supportärenden. Varje app är en modul i en gemensam datamodell."
canonical: "https://obop-platform.sliplane.app/sv/apps/helpdesk/"
lang: "sv"
---

# Helpdesk

## Vad den är till för

Receive and work through customer support requests with priority, severity and service-level targets. A typical use is an agent that reads new tickets and drafts a first triage while people keep ownership of the replies.

## Vad paketet gör och inte gör

Support tickets with priority, severity, service-level targets and an open, in progress, resolved and closed flow. Targets are recorded, not enforced or timed automatically.

## Modeller

### `helpdesk_sla`

A service-level policy: how fast tickets of a priority should be answered and solved

Läsgrupp: `helpdesk.agent`. Skrivgrupp: `helpdesk.manager`.

| Fält | Typ | Dataklass | Personuppgift | Grupp | Agenter ser | Beskrivning |
|---|---|---|---|---|---|---|
| `name` | text | `none` | nej | `helpdesk.agent` | i klartext | Policy name, for example Urgent in 4 hours |
| `priority` | select (low, normal, high, urgent) | `none` | nej | `helpdesk.agent` | i klartext | Ticket priority the policy applies to: low, normal, high, urgent |
| `first_response_minutes` | number | `none` | nej | `helpdesk.agent` | i klartext | Target time to the first reply, in minutes |
| `resolution_minutes` | number | `none` | nej | `helpdesk.agent` | i klartext | Target time to resolve the ticket, in minutes |
| `active` | bool | `none` | nej | `helpdesk.agent` | i klartext | Whether the policy can be attached to new tickets |

### `helpdesk_ticket`

A customer support request

Läsgrupp: `helpdesk.agent`. Skrivgrupp: `helpdesk.agent`.

| Fält | Typ | Dataklass | Personuppgift | Grupp | Agenter ser | Beskrivning |
|---|---|---|---|---|---|---|
| `subject` | text | `none` | nej | `helpdesk.agent` | i klartext | One-line summary of the problem |
| `description` | longtext | `none` | nej | `helpdesk.agent` | i klartext | Full description of the problem and what the customer tried |
| `requester_name` | text | `internal` | ja | `helpdesk.agent` | maskerad | Name of the person asking for help |
| `requester_email` | text | `internal` | ja | `helpdesk.agent` | maskerad | Email address of the person asking for help |
| `category` | select (question, incident, problem, feature_request) | `none` | nej | `helpdesk.agent` | i klartext | What kind of request it is: question, incident, problem, feature_request |
| `priority` | select (low, normal, high, urgent) | `none` | nej | `helpdesk.agent` | i klartext | How soon it should be handled: low, normal, high, urgent |
| `severity` | select (minor, major, critical) | `none` | nej | `helpdesk.agent` | i klartext | How badly the customer is affected: minor, major, critical |
| `assignee` | text | `internal` | ja | `helpdesk.agent` | maskerad | Name of the agent working on the ticket |
| `sla_id` | ref → helpdesk_sla | `none` | nej | `helpdesk.agent` | i klartext | Service-level policy the ticket is measured against |
| `opened_on` | date | `none` | nej | `helpdesk.agent` | i klartext | Date the ticket was received (YYYY-MM-DD) |
| `first_response_on` | date | `none` | nej | `helpdesk.agent` | i klartext | Date of the first reply to the customer (YYYY-MM-DD) |
| `due_on` | date | `none` | nej | `helpdesk.agent` | i klartext | Date by which it should be solved under the policy (YYYY-MM-DD) |
| `resolved_on` | date | `none` | nej | `helpdesk.agent` | i klartext | Date the problem was solved (YYYY-MM-DD) |
| `resolution` | longtext | `none` | nej | `helpdesk.agent` | i klartext | How the problem was solved |
| `state` | select (open, in_progress, resolved, closed) | `none` | nej | `helpdesk.agent` | i klartext | Ticket status: open, in_progress, resolved, closed |

## Arbetsflöden

### `helpdesk_ticket`

| Åtgärd | Flyttar | Vem får köra den | Godkännande |
|---|---|---|---|
| `helpdesk_ticket.take` | state: open → in_progress | `helpdesk.agent` | nej |
| `helpdesk_ticket.resolve` | state: in_progress → resolved | `helpdesk.agent` | nej |
| `helpdesk_ticket.close` | state: resolved → closed | `helpdesk.manager` | ja |
| `helpdesk_ticket.reopen` | state: resolved → open | `helpdesk.agent` | nej |

## Behörighetsgrupper

Grupper som den här appen använder:

- `helpdesk.agent`
- `helpdesk.manager`

## Steg som kräver godkännande

Steg som en agent bara kan föreslå:

- `helpdesk_ticket.close`

## Vad agenter kan och inte kan göra

En agent kan läsa, söka, skapa och uppdatera poster i den här appen, och köra de åtgärder som inte kräver godkännande, inom behörighetsgrupperna för sin token.

Den kan bara föreslå de här stegen, och en person måste godkänna dem: `helpdesk_ticket.close`, `helpdesk_sla.delete`, `helpdesk_ticket.delete`.

Personuppgifter maskeras som platshållare: `helpdesk_ticket.requester_name`, `helpdesk_ticket.requester_email`, `helpdesk_ticket.assignee`.

## Beroenden

Inga.

## Installera

Installera den från appen Customize (Marknadsplats), eller från kommandoraden:

```bash
obop modules install-from helpdesk
```

Kräver en databas och administratörsbehörighet.

## Bygg din egen

[Modulguiden visar hur appar som den här skrivs](/sv/docs/reference/module-manifest/)