i am working on SLA management for module HelpDesk.
Goal is to have vtiger for supporter.
Actually, all is based on customs fields, and just fews files modified
to work (asked by customer, they want to be standard at least 90%)
HomePage (see atteched) display informations about tickets (vtiger
classic), and graph about "My ticket" priority.
(I think i can be a good improvement for future to have a role based
graph on homepage).
The account module has a new custom dropdown called SLA, the manager can
select hour value for engagement.
On HelpDesk, i also add a customfield (hidden) to store time between now
and ticket opened (value only modified if the ticket is not closed).
The goal is to have report on ticket sla (like avg time to answer, nb of
ticket where sla elapsed...)
A cron task update the sla field ticket.
The HelpDesk listview display a new small graph for remaining time, the
time remaining / the account sla.
The workflow is, you for your contact (or the contact via customer
portal) open a ticket, the script search for account sla for this
contact and update the field.
Also an small module called "followMyTicket" created to pass the vtiger
CRM security model, the goal is for a supporter to follow a ticket re
assigned (to another supporter or manager).
The module search into tickets log to see if the supporter name appear,
if found, the supporter can follow the ticket issue.
This is an customer order, i can't share in public for the moment, but
the customer want to see that on vtiger core in the future, they are
sensitive to open source spirit (and i always recommand to share). If
developpers (no leechers) have an interrest with this and want to
collaborate/Help/share, i'm open to share more details and code in
private and you are welcome.
After customer deliver and satisfaction, we can publish for Community
Improvments to come (today/night i hope):
- escalation : if the ticket sla remaing less than X -->ticket re
assigned to -->Manager, email send to criminal ;-) supporter & to the
Improvment for future (i hope),
- esclalation management rule in vtiger setting,
- ticket assignation management rule in vtiger settings,
- Full Integration with vtiger standard,
- Trash (to definivly delete an entity)