Hi Aïssa,<br><br>I have one suggestion... Consider abstracting the escalation so that this could be implemented through a future workflow module in vtiger. It would make sense for the marketing system, call escalation and order processing be controlled through a standard workflow server.
<br><br>The open source workflow engines I reviewed a year ago weren't a good match. The engines may mature over the next year to the point it makes sense to integrate.<br><br>Kind regards,<br>Tim<br><br>OnwealdTim<br><br>
<div><span class="gmail_quote">On 8/20/06, <b class="gmail_sendername">Aïssa</b> <<a href="mailto:webmaster@vtigerfacile.com">webmaster@vtigerfacile.com</a>> wrote:</span><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
Hi all,<br>i am working on SLA management for module HelpDesk.<br>Goal is to have vtiger for supporter.<br>Actually, all is based on customs fields, and just fews files modified<br>to work (asked by customer, they want to be standard at least 90%)
<br><br>HomePage (see atteched) display informations about tickets (vtiger<br>classic), and graph about "My ticket" priority.<br>(I think i can be a good improvement for future to have a role based<br>graph on homepage).
<br><br>The account module has a new custom dropdown called SLA, the manager can<br>select hour value for engagement.<br><br>On HelpDesk, i also add a customfield (hidden) to store time between now<br>and ticket opened (value only modified if the ticket is not closed).
<br>The goal is to have report on ticket sla (like avg time to answer, nb of<br>ticket where sla elapsed...)<br>A cron task update the sla field ticket.<br><br>The HelpDesk listview display a new small graph for remaining time, the
<br>time remaining / the account sla.<br>The workflow is, you for your contact (or the contact via customer<br>portal) open a ticket, the script search for account sla for this<br>contact and update the field.<br>Also an small module called "followMyTicket" created to pass the vtiger
<br>CRM security model, the goal is for a supporter to follow a ticket re<br>assigned (to another supporter or manager).<br>The module search into tickets log to see if the supporter name appear,<br>if found, the supporter can follow the ticket issue.
<br><br>This is an customer order, i can't share in public for the moment, but<br>the customer want to see that on vtiger core in the future, they are<br>sensitive to open source spirit (and i always recommand to share). If
<br>developpers (no leechers) have an interrest with this and want to<br>collaborate/Help/share, i'm open to share more details and code in<br>private and you are welcome.<br>After customer deliver and satisfaction, we can publish for Community
<br>without problem.<br><br>Improvments to come (today/night i hope):<br>- escalation : if the ticket sla remaing less than X -->ticket re<br>assigned to -->Manager, email send to criminal ;-) supporter & to the
<br>manager<br><br>Improvment for future (i hope),<br>- esclalation management rule in vtiger setting,<br>- ticket assignation management rule in vtiger settings,<br>- Full Integration with vtiger standard,<br>- Trash (to definivly delete an entity)
<br><br>Best regards,<br>Aïssa<br><br><br><br><br>_______________________________________________<br>Get started with creating presentations online - <a href="http://zohoshow.com?vt">http://zohoshow.com?vt</a><br><br><br>
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