Service Management

with Odoo/OpenERP

Daniel ReisOpenDays 2014

Hi!

Daniel Reis

– Securitas Portugal, Lisbon

– Using Openerp for ~3 years– “Service ManAgement” was first production project

Topics

1. Service Desks

2. Service Contracts

3. Service Work

4. Service Levels

1. Service desks

2. Service Contracts

3.Service work

4.service Levels

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

Multiple SERVICE TEAMS

public desks available for

end users

Service users CAN REASSIG TO 2nd LEVEL TEAMS

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

Improved Issues

Project specific tags

Easy reassign to Person or Service team

Service CONTRACT and

location

Service desk Specific Tags

Easy reassignment

REASSIGN button opens A HELPER

wizard

1. Service desks

2. Service Contracts

3.Service work

4.service Levels

Use contracts on issues

Contract on issue: Optional or mandatory

1. Service desks

2. Service Contracts

3.Service work

4.service Levels

Task to resolve issue

One click task creation

Task is linked to the issue

One click task creation

Task is linked to the issue

Report materials spent

Task visible to the related

issue's viewers

Products spent performing the

task

1. Service desks

2. Service Contracts

3.Service work

4.service Levels

Issue service levels

Issue: Service levels dates and

status calculation

Contract sLA definition

Force recalculation

Contract Composite

service level agreements

Service level agreement setup

Reference date field

Warning and limit

thresholds

Reapply for all contracts

Multiple rules for complex

slas

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

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 !

Thank you!Questions?

@reis_pt | dgreis(at)sapo.pt