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Service Management
with Odoo/OpenERP
Daniel Reis
OpenDays 2014
Hi!
Daniel Reis
– Securitas Portugal, Lisbon
– Using Openerp for ~3 years
– “Service ManAgement” was first
production proj...
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 Chat...
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
manag...
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 is...
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
f...
Show me the code !
lp:~project-service
project_issue_baseuser Better security
project_issue_categ Per project tags
project...
Contributions welcome!
Some work in progress:
– HR: Employee related issues
– Sales: Create task from so; Task
Materials B...
Thank you!
Questions?
@reis_pt | dgreis(at)sapo.pt
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Service Management with Odoo/OpenERP - Opendays 2014

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Overview of selected modules of the for Service Management Community Reviewed Project.

Service Management with Odoo/OpenERP - Opendays 2014

  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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