Helpdesk Calendars Think Different Materi ERP openerp book v6

114 • send a reminder to the supplier if their response is delayed too long, • always mark a case as urgent if it is from a major client, • transfer the case to technical services if the request is about a technical fault. To define new rules use the menu Sales → Configuration → Automated Actions → Automated Actions and click the New button. Figure 10.6: Form to enter the Automated Action The criteria for activating this rule are defined on the main part of the screen. These criteria are: • a condition about the initial state for example during the creation of a case – initial state: None , eventual state: Draft , • a condition about the destination state for example at the closure of a case to send a confirmation or thank you e-mail, • the case section to which the rule applies, • the category for the case, • a condition about the manager of the case for example to send copies of case progress to a manager if the client request is handled by a trainee, • a condition about the priority level for example to provide different types of reaction depending on the urgency of the request, • a partner or a category to be applied to the rule, • a date for the trigger – reporting by the date of creation – reporting by date of the last action – reporting by the length of time that it is been active. If you have defined several criteria OpenERP will apply the rule only if all of the criteria are valid. You define the action that will be taken if the rule is met in the second tab of the lower part of the setup window. The following actions are included: • change the state of the case, • move the case to a new section, • assign the case to a system manager, • change the priority of a case, • send a reminder to the case manager or a partner, • attach information or not to a reminder, 115 • send copies of the case discussion to specified email addresses, • send a predefined email. Note: Example 1 Improvement in the quality of support For example, on the graph that analyses the performance of team support in Figure 4-6 you can see that the Demo User takes an average time of 3 days and 4 hours to close a customer support request. This is too long. After analyzing the data in depth, you can see that most cases were closed in less than two days, but some may take more than ten days. If you think that the quality of service should be improved you can automate certain actions. You could send copies of the discussion to a technical expert if the case remains open for longer than two days, defined by the following rule: – Rule Name : Copy to an expert after 2 days, – Case state from : Open, – Case state to : Open, – Responsible : Demo User, – Trigger Date : Creation date, – Delay after trigger date : 2 days, – Add watchers cc : expertmycompany.com , – Remind responsible : Yes. After the rule has been defined, the expert will receive a copy of the whole discussion between the Demo User and the customer for every case that remains unclosed after two days. He will be able to interact with the discussion to avoid lengthy delays on complex problems. Some companies use several support levels. The first level is handled by the least qualified support people and the higher levels by users who have the advantage of more experience. A user on level 1 can escalate the case to a higher level when necessary. To systematically train employees at level 1 you can create the following rule: when the case has been escalated they will continue to be copied on the progress of the case. If a user at support level 1 can not handle a request he can escalate it to level 2. Then when an expert at level 2 answers the customer’s request, the level 1 support person also receives the answer to the problem that he could not originally handle. So your team can be educated automatically from listening in to the passage of live support calls. Suppose that you supply two types of support contract to your customers: Gold and Normal. You can then create a rule which raises the priority of a case automatically if the partner is in the Gold Support Contract category. Define the case this way: – Rule Name : Priority to Gold Partners, – Case state from : , – Case state to : Open, – Partner Category : Support Contract Gold, – Set priority to : High. Improved client relations can flow from using such rules intelligently. With the statistical control system you can manage certain SLAs Service Level Agreements with your customers without a great deal of effort on your part. So you can be selective in replying to those of your partners based on the specific quality of service that you are contracted to supply.