User Guide

1. Getting started

Everything related to support tickets happens on the 5D website. When you open any support or "My Tickets" page, the site automatically switches you into the 5D website, so you are always in the right place.

Signing in

Use your account to sign in from the website login page.

Reaching your support area

After you sign in, opening /my (your portal home) takes you straight to your ticket list at /my/tickets. From there you can review existing tickets or start a new one.

2. Opening the ticket submission form

There are three ways to reach the form that creates a new ticket.

3. Submitting a new ticket

The submission form is pre-filled with your details where possible, so you only need to describe your issue and categorise it. Fields marked * are required.

Fields that are filled in for you

Fields you complete

Phone number format

The phone field is validated before the form is sent. A valid number is either:

• Exactly 10 digits (for example 0791234567), or
• A "+" followed by 9 to 15 digits (for example +962791234567).

4. Understanding Tags, Subtags & Priority

These three choices do more than label your ticket — they decide which team handles it and what its working priority is.

Tag → Subtag relationship

Every Subtag belongs to one or more Tags. That's why you choose the Tag first: it narrows the Subtag list down to the relevant options only. Choosing the most accurate Subtag helps your ticket reach the right people faster.

How your choices are used

Tag → Subtag → Team reference

Every Subtag sends the ticket to a specific team and sets its base priority. Pick the Subtag that best matches the issue — this table shows where each one goes. Tickets route to one of four teams: Odoo, Hardware & Software, Testing, or Projects. "Others" is the catch-all in every category (lowest priority).

5. What happens after you submit

As soon as your ticket is created, several things happen automatically.

6. How your priority request is reviewed

You can always request a higher priority, but higher-than-standard requests are confirmed by a support agent so urgency stays fair and consistent.

When a review is needed

If the Priority you requested is higher than the standard level for your chosen Subtag, the ticket is flagged for validation once an agent is handling it. Until it's reviewed, the ticket keeps the standard priority.

The two possible outcomes

7. Tracking your tickets

Your portal keeps a full record of every ticket you have submitted.

8. Editing your ticket description

If you need to add detail or correct something after submitting, you can update the description of your own ticket directly from the portal — no need to open a new ticket.

9. Messages & notifications you'll receive

Because you follow your own tickets, key events are posted to the ticket's message thread. Here are the updates to expect.

Escalation to the manager

If a ticket is at risk, the Service Desk escalates it automatically to the assigned agent's direct manager (from the HR org chart):

• SLA breach — when a ticket passes its SLA deadline, an "SLA Policy Failed" message is posted in the chatter and both the assignee and their manager are notified, with a to-do activity created for the manager (or the assignee if no manager is set).
• Overdue (not done in time) — if a ticket has not reached the Done stage within the configured number of days after it was created, the manager is alerted with an "Overdue ticket" message and a to-do activity.

These run automatically — in real time when the SLA deadline passes, and via a scheduled daily check for overdue tickets.

10. Using the "Contact Us" form

The website also has a general Contact Us form. It isn't a support ticket, but it uses the same quality checks so your message reaches us cleanly.

• Email must be a valid address (for example user@example.com).
• Phone follows the same rule as the ticket form: 10 digits, or "+" and 9–15 digits.
• Company is pre-filled from your profile when you're signed in.

If any field is invalid, the form highlights it and shows "Please correct the highlighted fields." before sending.

11. Troubleshooting & FAQ

Choose a Tag first. The Subtag list only activates after a Tag is selected, and it shows just the subtags linked to that Tag.

The phone number isn't in a valid format. Use exactly 10 digits (e.g. 0791234567) or a "+" followed by 9–15 digits (e.g. +962791234567). Remove any letters.

That's expected — both are pre-filled from your account and are read-only on the submission form to keep your records consistent.

Your request is recorded and reviewed by an agent. Until it's approved, the ticket keeps the standard priority for its category. You'll get a message when it's approved, or a message with a reason if it's declined (Section 6).

That button only appears on tickets you own. If you're viewing someone else's ticket, editing isn't available to you.

Support pages always run on the 5D website, so you may be switched there automatically. After signing in, your portal home also takes you straight to My Tickets.

Open the ticket and either edit the description (Section 8) or reply in the ticket's message thread.

12. Quick reference card

Where to go

Submission checklist

• Subject and description written clearly
• Tag selected
• Subtag selected (after choosing the Tag)
• Priority chosen
• Phone in a valid format (10 digits, or + and 9–15 digits)

Priority levels

13. Internal users (task requesters)

Internal staff (employees logged into Odoo, from any company) can raise and track tickets too. The flow matches the portal steps above — same form, same Tag/Subtag/Priority, same tracking — with a couple of differences noted here.

Top-bar shortcuts

Inside Odoo, two shortcuts sit in the top-right system tray:

Details come from your employee profile

On the submission form, your Name, Email, Company and Phone are pre-filled from your Odoo employee record (Email and Company are read-only).

What you can and can't change

You can submit tickets to the 5D team from any company, view your own tickets, add messages/attachments/followers, and edit your ticket's description. Changing core fields (stage, assignee, team, priority, tags/subtags, subject, or other details) on a 5D-team ticket is limited to users of the 5dmena company and administrators / managers.