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Odoo - Service management with Odoo

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1. Service Desks
2. Service Contracts
3. Service Work
4. Service Levels

Published in: Technology, Business

Odoo - Service management with Odoo

  1. 1. Service Management with Odoo/OpenERP Daniel Reis OpenDays 2014
  2. 2. Hi! Daniel Reis – Securitas Portugal, Lisbon – Using Openerp for ~3 years – “Service ManAgement” was first production project
  3. 3. Topics 1. Service Desks 2. Service Contracts 3. Service Work 4. Service Levels
  4. 4. 1. Service desks 2. Service Contracts 3.Service work 4.service Levels
  5. 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. 6. Multiple SERVICE TEAMS public desks available for end users Service users CAN REASSIG TO 2nd LEVEL TEAMS
  7. 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. 8. Improved Issues Project specific tags Easy reassign to Person or Service team Service CONTRACT and location
  9. 9. Service desk Specific Tags
  10. 10. Easy reassignment REASSIGN button opens A HELPER wizard
  11. 11. 1. Service desks 2. Service Contracts 3.Service work 4.service Levels
  12. 12. Use contracts on issues Contract on issue: Optional or mandatory
  13. 13. 1. Service desks 2. Service Contracts 3.Service work 4.service Levels
  14. 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. 15. Report materials spent Task visible to the related issue's viewers Products spent performing the task
  16. 16. 1. Service desks 2. Service Contracts 3.Service work 4.service Levels
  17. 17. Issue service levels Issue: Service levels dates and status calculation
  18. 18. Contract sLA definition Force recalculation Contract Composite service level agreements
  19. 19. Service level agreement setup Reference date field Warning and limit thresholds Reapply for all contracts Multiple rules for complex slas
  20. 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. 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. 22. Thank you! Questions? @reis_pt | dgreis(at)sapo.pt

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