📄 Digital Diwan

Digital Diwan: Using Odoo Helpdesk for Standards Preparation Workflow

Implementing SASMO's 7-Stage Standard Preparation Journey with Odoo Helpdesk & Approvals

Overview

This document outlines how to use the Odoo Helpdesk (Ticket app) as a digital intake portal linked to the Approvals app for the Syrian Arab Organization for Standardization and Metrology (SASMO). This approach effectively digitizes the "General Registry" (Diwan) functions while providing transparency through automated status updates.

Key Concept: Transform the Ticket app into a "Digital Concierge" where requesters submit proposals through a portal, and the system automatically routes them through multiple approval stages while keeping requesters informed at every step.

Why This Works for SASMO

1. Digital "Diwan" (General Registry)

Almost every SASMO process—from complaints to official correspondence—must first be registered in the General Registry (Diwan) to receive a reference number. By using the Ticket app as the intake point, you create a Digital Diwan that:

  • Automatically assigns reference numbers
  • Routes requests to the correct directorate (Food, Textiles, Engineering, etc.)
  • Maintains a complete audit trail

2. Multichannel Intake

SASMO currently accepts requests via website, email, phone, and in-person. Odoo Helpdesk consolidates all these channels into a single pipeline, ensuring no standard proposal or complaint is lost.

3. Real-Time Status for Requesters

SASMO emphasizes the need to "inform the requester" of decisions. By logging approval/rejection messages directly on the ticket chatter, you automate what is currently a manual notification step (via phone or email).

Implementation Specification

Follow these configuration steps to implement the 7-Stage Standard Preparation Journey:

Step 1: Helpdesk & Website Integration

Component Configuration
Helpdesk Team Name: "Standards & Regulatory Affairs"
Website Form Create form: "New Standard Proposal"
Mandatory Fields Proposed Title, Feasibility Study (NP Stage requirements)
Ticket Category Type/Tag: "Standard Preparation" (triggers automation)

Step 2: Automated Trigger for Approvals

Configure an automated action to create approval requests automatically:

Automated Action Rule:

Trigger: When Ticket is created AND Type is 'Standard Preparation'
Action: Create new Record in 'approval.request'

Field Mapping:
- Ticket Subject → Approval Request Name
- Ticket Requester (Partner) → Approval Requester
- Category → Set to "NP - Standard Proposal Stage"

Step 3: Linking and Feedback Loop (Chatter Logic)

Create bidirectional communication between tickets and approvals:

Component Implementation
Technical Link Add Many2one field on approval.request pointing to helpdesk.ticket
Status Logging Create automated action: When Approval Request state changes → Post message in linked Ticket chatter
Example Message "Your proposal has passed the Committee Draft (CD) Stage and is now moving to the 60-day Public Enquiry (DIS) Stage"
Rejection Logic If request is "Refused" → Tag ticket as "Closed/Refused" + Post reason (per SASMO procedures)

Step 4: Digital Archiving (Final Step)

Once final Ministerial Approval (FDIS) and Publication (IS) approvals are granted:

  • Use automated action to move final document from Ticket/Approval attachments
  • Transfer to "National Standards Archive" in Odoo Documents app
  • Fulfills SASMO's strict archiving mandate

The 7-Stage Standard Preparation Journey

Stage Code Description Approval Category
1 NP New Proposal - Initial submission NP - Standard Proposal Stage
2 WD Working Draft - Development phase WD - Working Draft Stage
3 CD Committee Draft - Internal review CD - Committee Draft Stage
4 DIS Draft for Public Enquiry (60 days) DIS - Public Enquiry Stage
5 FDIS Final Draft - Ministerial approval FDIS - Ministerial Approval
6 IS Published Standard IS - Publication Stage
7 Archive Transfer to National Standards Archive Automatic archiving to Documents

The Digital Concierge Analogy

Think of this setup as a Digital Concierge:


  • The requester drops a letter (the Ticket) at the front desk (the Portal)
  • The concierge immediately places it in a specialized folder (the Approval Request)
  • The folder travels through the building's various offices for signatures (approval stages)
  • Every time a director signs a page, the concierge runs back to the front desk
  • A sticky note is posted on the requester's board (chatter message), so they always know which office their letter is in

Key Benefits

Benefit Impact
Full Transparency Requesters can see exactly which stage their proposal is in at all times
Automated Notifications No manual phone calls or emails needed to update requesters
Audit Trail Complete history of all decisions and approvals
Reduced Manual Work Eliminates manual registry entries and status tracking
Compliance Ensures all processes follow SASMO's documented procedures
Digital Archive Automatic archiving of approved standards to central repository

Technical Requirements

Required Odoo Apps:

  • Helpdesk - For ticket management and portal
  • Approvals - For multi-stage approval workflow
  • Documents - For final archiving
  • Website - For public-facing forms

Custom Development Needed:

  • Many2one field linking approval.request to helpdesk.ticket
  • Automated action: Ticket creation → Approval request creation
  • Automated action: Approval state change → Ticket chatter update
  • Automated action: Final approval → Document archiving
  • Website form for "New Standard Proposal"

Next Steps for Implementation

Recommended Approach:
  1. Start with Stage 1 (NP) only - Test the full flow from portal to approval to notification
  2. Add Stage 2 (WD) once Stage 1 works smoothly
  3. Progressively add remaining stages (CD, DIS, FDIS, IS)
  4. Implement archiving as the final step

MAJORBIRD | Knowledge Base | Last Updated: January 14, 2026