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helpdeskodooservice-worker
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RiverCity IT Pros

Hello Odoo Community,

I'm currently setting up Odoo to manage tickets for my IT Services company. We dispatch field service technicians based on helpdesk tickets, and I'm looking for a way to include the service address (where the work is performed) and the billing company information directly on the helpdesk tickets.

Here’s what I need help with:

  1. How can I add a field for the service address on the helpdesk ticket form?
    • I would like to link this field to the customer's address or enter it manually if it's a different location from the billing address.
  2. How can I display the billing company on the ticket?
    • In some cases, the billing company is different from the service location (e.g., when a contractor performs work for a client but bills a different company).
  3. Is it possible to map the service address from the helpdesk ticket to the corresponding field service task when it's dispatched?
  4. Can these fields also be displayed on ticket reports (PDF or emails) sent to customers?
    • I'd like the service address and billing company to be visible in any reports we print or send out.

Any advice on how to customize these forms or link the service address to the field service module would be greatly appreciated!

Thanks in advance for your help.

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JeanJBell
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To display the Service Address and Billing Company on helpdesk tickets, you generally need to customize your helpdesk software settings. The steps may vary depending on the helpdesk platform you're using, but here’s a general approach you can follow. This is the location where the service is provided. For other helpdesk platforms, the steps may be similar but refer to their specific documentation for detailed instructions.


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JeanJBell

To display the Service Address and Billing Company on helpdesk tickets, you typically need to customize the ticket fields and layout in your helpdesk software. Go to the admin or settings section of your helpdesk software. Your helpdesk software to include these fields https://tiny-fishing.com/ you ensure that essential information is readily available on each ticket, streamlining your support process and improving customer service.

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Flavio Hernández
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I think you've got a client field on the ticket, it's called "partner_id" from there you can bring a related field and add the client adress in case you have multiple of these with a many2one field linked also to partner_id you could do it.

The billing company surely can come from a field like this sa long as ypu have all of their information you can add it.

About the question number 4 I think you can add these when editing the reports (PDF), or you can use the dynamic placeholders in an email template. 

Hope this helps, good day.

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