> 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/sequor-mes/titan-collection/help-chain-module.md). # Help Chain Module The module **Help Chain** aims to allow factory operators and users **to open, track, and close support tickets** quickly and traceably, always linked to a **piece of equipment** and to a **factory location/department**. It ensures: * Immediate communication between production and support departments * Historical record of failures and services * Measurement of response and service times * Standardization of ticket reasons ## 1. Accessing the Module **Path:**\ Side menu → **Help Chain**

## 2. Location Selection Initially, the user must choose the **factory location/department**, such as: * General – General area of the factory * Factory office * Manufacturing sector * Engineering sector

## 3. Initial Help Chain Dashboard The main indicators are displayed at the top of the screen: * **Awaiting service** * **In service** * **Average time between tickets** * **Average service time** These indicators are updated in real time.

## 4. Opening the Ticket 1. Initially, the user selects the **support department** desired 2. Then describes the problem in the notes field 3. Example description: > *Equipment showing abnormal noise during operation. Production stopped for safety.* 4. To finish, click "**Save**"

The system displays a confirmation message: > *Do you want to open a ticket for the selected department?* Options: * **Cancel** * **Confirm** Once confirmed, the ticket is created. ## 5. Ticket Opened Successfully! After confirmation: * The ticket appears in the list of **Tickets** * The initial status is **Awaiting Service** * The system records date, time, and requester

## 6. Ticket History By clicking the information icon on a record, it is possible to access a history of that ticket. \ The history records: * Requesting user * Opening date and time * Recorded comments This history cannot be deleted, ensuring **full traceability**.

## 7. Start of Service 1. An authorized user from the selected department accesses the ticket 2. When clicking on **Start Service**, the system requests: * Login * Password

Only authorized users can start the service.

## 8. Selection of the Service Reason During the service, the user must select a **standardized reason**, for example: * 001 – Electrical failure * 002 – Mechanical failure * 003 – Component failure * 998 – Clogging * 999 – General failures This standardization allows later analysis.

The attendant describes the actions taken, for example: > *Loose bolt identified in the mechanical assembly. Adjustment performed and equipment tested. Released for operation.* ## 9. Service Completion When clicking on **Finish**: * The system requests confirmation * After confirming: * The service is closed * The total service time is recorded * The ticket changes to status **Closed**

## 10. Important Module Rules * Only authorized users can start services * Service reason is mandatory to close * History cannot be changed or deleted * Times are calculated automatically by the system