This document summarizes Daniel Reis' presentation on using Odoo/OpenERP for service management at Securitas Portugal. The presentation covered: 1. Service desks - how to create public desks for end users and assign issues to internal support teams 2. Service contracts - how to link contracts to issues and define service level agreements 3. Service work - how to create tasks linked to issues and track materials spent resolving issues 4. Service levels - how to define and track contract service level agreements and issue service levels

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