da1137774a
https://docs.google.com/document/d/1RrjCpr8YzLlcPZzkPxkmJonMcMSABoqUP4HjLRkqneo/edit?usp=sharing
98 lines
3.7 KiB
ReStructuredText
98 lines
3.7 KiB
ReStructuredText
============================================
|
|
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` |