service management with odoo/openerp - opendays 2014
DESCRIPTION
Overview of selected modules of the for Service Management Community Reviewed Project.TRANSCRIPT
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Service Management
with Odoo/OpenERP
Daniel ReisOpenDays 2014
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Hi!
Daniel Reis
– Securitas Portugal, Lisbon
– Using Openerp for ~3 years– “Service ManAgement” was first production project
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Topics
1. Service Desks
2. Service Contracts
3. Service Work
4. Service Levels
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1. Service desks
2. Service Contracts
3.Service work
4.service Levels
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Service Desks
Standard features:
– “Projects” Service DeskS→– “Issues” Incidents or Requests→– “Notifications” Open Chatter→– “Project visibility” private second →level support teams
– “Automated actions” →automate your workflows
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Multiple SERVICE TEAMS
public desks available for
end users
Service users CAN REASSIG TO 2nd LEVEL TEAMS
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Improved security RULES
EMPLOYEES: can create and edit in state “new”
TEAM MEMBERS: SEE any PROJECT
document
Project managers:
access limiTed to own projects
PROJECT USERS: CAN EDIT IN ANY
STATE
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Improved Issues
Project specific tags
Easy reassign to Person or Service team
Service CONTRACT and
location
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Service desk Specific Tags
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Easy reassignment
REASSIGN button opens A HELPER
wizard
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1. Service desks
2. Service Contracts
3.Service work
4.service Levels
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Use contracts on issues
Contract on issue: Optional or mandatory
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1. Service desks
2. Service Contracts
3.Service work
4.service Levels
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Task to resolve issue
One click task creation
Task is linked to the issue
One click task creation
Task is linked to the issue
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Report materials spent
Task visible to the related
issue's viewers
Products spent performing the
task
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1. Service desks
2. Service Contracts
3.Service work
4.service Levels
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Issue service levels
Issue: Service levels dates and
status calculation
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Contract sLA definition
Force recalculation
Contract Composite
service level agreements
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Service level agreement setup
Reference date field
Warning and limit
thresholds
Reapply for all contracts
Multiple rules for complex
slas
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Show me the code !
lp:~project-service
project_issue_baseuser Better security
project_issue_categ Per project tags
project_issue_reassign Easy reassign
service_desk_issue Contracts on issues
project_issue_task Tasks linked to issues
project_task_materials Task materials spent
lp:~contract-management
project_sla Contract slas
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Contributions welcome!
Some work in progress:
– HR: Employee related issues
– Sales: Create task from so; Task Materials Budget
– ISSUES: Better reassing; Better project configs
Bring Yourcontributions !
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Thank you!Questions?
@reis_pt | dgreis(at)sapo.pt