> For the complete documentation index, see [llms.txt](https://help.sequorplatform.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sequorplatform.io/documentacao/documentation-en/registrations/registrations-backoffice/help-chain-registration.md).

# Help Chain Registration

#### Overview

The module of **Help Chain** In BackOffice, it is responsible for structuring the entire organizational base that supports the service requests carried out in Titan.

Through it, the following are defined:

* **Locations** → Where the ticket occurs
* **Reasons** → Why the ticket was opened and closed
* **Departments** → Who will be responsible for handling it

This structure ensures that tickets are directed correctly, with **agility, traceability, and standardization**, eliminating ambiguity and reducing response time.

#### Module Structure

The Help Chain registration is divided into 3 applications:

1. **Locations**
2. **Reasons**
3. **Departments**

## 1. Locations

#### Objective

Define the physical or logical areas of the factory where tickets can be opened.

These locations are used in Titan to indicate **where the problem is occurring**.

### 1.1. Accessing the registration

In BackOffice:

1. Access the **Help Chain**
2. Click on **Locations**

<figure><img src="https://2582153898-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FwAMVKtJedtiJ4RrzXGfp%2Fuploads%2F7j2Cv74HQ1r3wgxDVGeV%2F1%20App%20Localiza%C3%A7%C3%B5es.png?alt=media&amp;token=a0c1dec7-ec6b-49db-9a46-4cd40ed96ffe" alt=""><figcaption><p>Locations App</p></figcaption></figure>

### 1.2. Location Registration

<figure><img src="https://2582153898-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FwAMVKtJedtiJ4RrzXGfp%2Fuploads%2Fv0icJgle4pTgdjaAujtG%2F3%20aba%20geral%20Localiza%C3%A7%C3%B5es.png?alt=media&amp;token=09751e54-345b-41f0-9933-d602b17284d7" alt=""><figcaption><p>“General” tab - Location Registration</p></figcaption></figure>

#### Available fields

* **Name**\
  Location identification (e.g., LINE1, PRESS 02)
* **Description**\
  Location details (e.g., Assembly Line 01)
* **Type**\
  Location type (e.g., MES)

### 1.3. Best practices

* Use standardized names (e.g., LINE01, LATHE01)
* Avoid generic descriptions (e.g., “General Area”)
* Follow the factory’s physical structure

#### Impact on Titan

Locations will be shown to the operator when opening a ticket, ensuring:

* Accurate identification of the problem
* Correct team routing

## 2. Reasons

#### Objective

Register the **reasons for opening and closing tickets**, structuring the causes that may occur in the production process.

### 2.1. Accessing the registration

Access **Reasons** in the Help Chain module

<figure><img src="https://2582153898-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FwAMVKtJedtiJ4RrzXGfp%2Fuploads%2F09i504zvEvf1vERmGt28%2F4%20App%20Motivos.png?alt=media&amp;token=70333321-86bf-4094-a06c-9292a2779803" alt=""><figcaption><p>Reasons App</p></figcaption></figure>

### 2.2. Reason Registration

<figure><img src="https://2582153898-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FwAMVKtJedtiJ4RrzXGfp%2Fuploads%2FafFr5b1JcMn9ng4AiJPq%2F6%20aba%20geral%20Motivos.png?alt=media&amp;token=d783e10b-4f1d-474b-948a-39280b30b749" alt=""><figcaption><p>“General” tab - Reason Registration</p></figcaption></figure>

#### Available fields

* **Code (3 digits)**\
  Unique reason identifier (e.g., 001, 002)
* **Description**\
  Reason name (e.g., Electrical failure, Mechanical failure)

### 2.3. Best practices

* Use standardized codes
* Avoid duplicate reasons
* Create clear and objective categories
* Maintain a logical hierarchy (when applicable)

#### Impact on Titan

Reasons are used for:

* Ticket classification
* Standardization of occurrences
* Analysis of recurring causes

## 3. Departments

#### Objective

Define the departments responsible for handling tickets and configure their links to reasons and profiles.

### 3.1. Accessing the registration

Access **Departments** in the Help Chain module

<figure><img src="https://2582153898-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FwAMVKtJedtiJ4RrzXGfp%2Fuploads%2FogniPxooVegaahtr7PPx%2F7%20App%20Setores.png?alt=media&amp;token=f967a526-8608-454b-8c7a-01ddf0a1ae88" alt=""><figcaption><p>Departments App</p></figcaption></figure>

### 3.2. General Tab

<figure><img src="https://2582153898-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FwAMVKtJedtiJ4RrzXGfp%2Fuploads%2FkBKpP25i5ROHbsdiHvtH%2F9%20aba%20geral%20Setores.png?alt=media&amp;token=4c979988-2334-464c-9190-cc03f903940c" alt=""><figcaption><p>“General” tab - Departments Registration</p></figcaption></figure>

#### Available fields

* **Name**\
  Department name (e.g., MAINTENANCE, ENGINEERING)
* **Description**\
  Department details
* **Icon**\
  Visual representation (when applicable)

### 3.3. Links Tab

<figure><img src="https://2582153898-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FwAMVKtJedtiJ4RrzXGfp%2Fuploads%2FtoPZsEUmGcYdjXTns1qd%2F10%20aba%20v%C3%ADnculos%20Setores.png?alt=media&amp;token=fe32ca36-5f95-4926-935b-48597ef6c773" alt=""><figcaption><p>“Links” tab - Departments Registration</p></figcaption></figure>

#### 3.3.1. Reason Link

Defines which reasons belong to the department.

Example:

* Electrical failure → Maintenance
* Mechanical failure → Maintenance

#### 3.3.2. Profile Link

Defines which user profiles can work in the department.

Available types:

* **Request** → who can open tickets
* **Support** → who can handle tickets

### 3.4. Best practices

* Correctly associate reasons with the responsible departments
* Ensure that all reasons have a linked department
* Define appropriate profiles to avoid unattended tickets
* Avoid overlapping responsibilities

#### Impact on Titan

Departments are responsible for:

* Automatically routing tickets
* Ensuring the correct team is notified
* Controlling who can open and handle tickets

## 4. Integrated Help Chain Flow

The full operation follows the logic below:

1. Operator opens a ticket in Titan
2. Selects:
   * Location
   * Reason
3. The system automatically identifies:
   * Responsible department
   * Support profiles
4. Ticket is routed for execution

## 5. Benefits of the Help Chain

* Ticket standardization
* Reduced response time
* Automatic routing of requests
* Complete traceability of occurrences
* Structured base for failure analysis
* Improved communication between areas