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