diff --git a/project/advanced/claim_issue.rst b/project/advanced/claim_issue.rst index 99d16ceb7..90116bf43 100644 --- a/project/advanced/claim_issue.rst +++ b/project/advanced/claim_issue.rst @@ -1,3 +1,98 @@ ============================================ How to use projects to handle claims/issues? -============================================ \ No newline at end of file +============================================ + +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` \ No newline at end of file diff --git a/project/advanced/media/claim_issue01.png b/project/advanced/media/claim_issue01.png new file mode 100644 index 000000000..bdac574ce Binary files /dev/null and b/project/advanced/media/claim_issue01.png differ diff --git a/project/advanced/media/claim_issue02.png b/project/advanced/media/claim_issue02.png new file mode 100644 index 000000000..ae648b9f9 Binary files /dev/null and b/project/advanced/media/claim_issue02.png differ diff --git a/project/advanced/media/claim_issue03.png b/project/advanced/media/claim_issue03.png new file mode 100644 index 000000000..c3d134ff8 Binary files /dev/null and b/project/advanced/media/claim_issue03.png differ diff --git a/project/advanced/media/claim_issue04.png b/project/advanced/media/claim_issue04.png new file mode 100644 index 000000000..865c508a7 Binary files /dev/null and b/project/advanced/media/claim_issue04.png differ diff --git a/project/advanced/media/claim_issue05.png b/project/advanced/media/claim_issue05.png new file mode 100644 index 000000000..e307818a4 Binary files /dev/null and b/project/advanced/media/claim_issue05.png differ diff --git a/project/advanced/media/claim_issue06.png b/project/advanced/media/claim_issue06.png new file mode 100644 index 000000000..04ed6ed61 Binary files /dev/null and b/project/advanced/media/claim_issue06.png differ