Odoo - Service management with Odoo
16 likes4,599 views
This document summarizes Daniel Reis' presentation on using Odoo/OpenERP for service management. The presentation covered: 1. Service desks - how to create service desks for public users and assign issues to second level support teams 2. Service contracts - how contracts can be linked to issues and service level agreements defined 3. Service work - how tasks can be created from issues and materials spent on tasks tracked 4. Service levels - how to define service level agreements and calculate issue response times based on contracts
Odoo - Service management with Odoo
- 1. Service Management with Odoo/OpenERP Daniel Reis OpenDays 2014
- 2. Hi! Daniel Reis – Securitas Portugal, Lisbon – Using Openerp for ~3 years – “Service ManAgement” was first production project
- 3. Topics 1. Service Desks 2. Service Contracts 3. Service Work 4. Service Levels
- 4. 1. Service desks 2. Service Contracts 3.Service work 4.service Levels
- 5. 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
- 6. Multiple SERVICE TEAMS public desks available for end users Service users CAN REASSIG TO 2nd LEVEL TEAMS
- 7. 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
- 8. Improved Issues Project specific tags Easy reassign to Person or Service team Service CONTRACT and location
- 9. Service desk Specific Tags
- 10. Easy reassignment REASSIGN button opens A HELPER wizard
- 11. 1. Service desks 2. Service Contracts 3.Service work 4.service Levels
- 12. Use contracts on issues Contract on issue: Optional or mandatory
- 13. 1. Service desks 2. Service Contracts 3.Service work 4.service Levels
- 14. Task to resolve issue One click task creation Task is linked to the issue One click task creation Task is linked to the issue
- 15. Report materials spent Task visible to the related issue's viewers Products spent performing the task
- 16. 1. Service desks 2. Service Contracts 3.Service work 4.service Levels
- 17. Issue service levels Issue: Service levels dates and status calculation
- 18. Contract sLA definition Force recalculation Contract Composite service level agreements
- 19. Service level agreement setup Reference date field Warning and limit thresholds Reapply for all contracts Multiple rules for complex slas
- 20. 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
- 21. 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 Your contributions !
- 22. Thank you! Questions? @reis_pt | dgreis(at)sapo.pt