[ADD] project: How to use projects to handle claims/issues?

https://docs.google.com/document/d/1RrjCpr8YzLlcPZzkPxkmJonMcMSABoqUP4HjLRkqneo/edit?usp=sharing

project/advanced/claim_issue.rst

@@ -1,3 +1,98 @@
 ============================================
 How to use projects to handle claims/issues?
-============================================
+============================================
+
+A company selling support services often has to deal with problems
+occurring during the implementation of the project. These issues have to
+be solved and followed up as fast as possible in order to ensure the
+deliverability of the project and a positive customer satisfaction.
+
+For example, as an IT company offering the implementation of your
+software, you might have to deal with customers emails experiencing
+technical problems. Odoo offers the opportunity to create dedicated
+support projects which automatically generate tasks upon receiving an
+customer support email. This way, the issue can then be assigned
+directly to an employee and can be closed more quickly.
+
+Configuration
+=============
+
+The following configuration are needed to be able to use projects for
+support and issues. You need to install the **Project management** and the
+**Issue Tracking** modules.
+
+.. image:: media/claim_issue01.png
+    :align: center
+
+.. image:: media/claim_issue02.png
+    :align: center
+
+Create a project 
+=================
+
+The first step in order to set up a claim/issue management system is to
+create a project related to those claims. Let's start by simply creating
+a **support project**. Enter the Project application dashboard, click on
+create and name your project **Support**. Tick the **Issues** box and rename
+the field if you want to customize the Issues label (e.g. **Bugs** or
+**Cases**). As issues are customer-oriented tasks, you might want to set
+the Privacy/Visibility settings to **Customer project** (therefore your
+client will be able to follow his claim in his portal).
+
+.. note::
+    You can link the project to a customer if the project has been 
+    created to handle a specific client issues, otherwise you can 
+    leave the field empty.
+
+.. image:: media/claim_issue03.png
+    :align: center
+
+Invite followers
+----------------
+
+You can decide to notify your employees as soon as a new issue will be
+created. On the **Chatter** (bottom of the screen), you will notice two
+buttons on the right : **Follow** (green) and **No follower** (white). Click on
+the first to receive personally notifications and on the second to add
+others employees as follower of the project (see screenshot below).
+
+.. image:: media/claim_issue04.png
+    :align: center
+
+Set up your workflow
+--------------------
+
+You can easily personalize your project stages to suit your workflow by
+creating new columns. From the Kanban view of your project, you can add
+stages by clicking on **Add new column** (see image below). If you
+want to rearrange the order of your stages, you can easily do so by
+dragging and dropping the column you want to move to the desired
+location. You can also edit, fold or unfold anytime your stages by using
+the **setting** icon on your desired stage.
+
+.. image:: media/claim_issue05.png
+    :align: center
+
+Generate issues from emails
+===========================
+
+When your project is correctly set up and saved, you will see it
+appearing in your dashboard. Note that an email address for that project
+is automatically generated, with the name of the project as alias.
+
+.. image:: media/claim_issue06.png
+    :align: center
+
+.. note:: 
+    If you cannot see the email address on your project, go to the menu
+    :menuselection:`Settings --> General Settings` and configure your 
+    alias domain. Hit **Apply** and go back to your **Projects** dashboard 
+    where you will now see the email address under the name of your project.
+
+Every time one of your client will send an email to that email address,
+a new issue will be created.
+
+.. seealso::
+    * :doc:`../configuration/setup`
+    * :doc:`../configuration/collaboration`
+    * :doc:`external`