1. Ability to easily brand each deployment to keep aligned with customers Branding for example, Logo, CSS footer…
2. The following needs to be built as an installable module and based on version 5.4.1
3. Password recovery process at login
Although already customisable, we need a modification to show all Tickets (Callouts) that have not been responded to by an engineer in a customisable time based on the contractual obligation of the given SLA. So the process would be, based on a 4 hour callout.
Call logged and allocated to an Engineer at 1300 hrs, response for the SLA is an Engineer must respond by 1700. A cron job would run say, every 5 mins checking the jobs. When the job has not been confirmed by the Engineer, an email would be triggered to call control (Configurable email address in admin settings) if the engineer had not accepted. Which would alert them to react so not to fall out the SLA.
The SLA runs based on the configured working hours in vTiger out of hours times are times that are not listed. This way calls and response times can be easily reported on site/call times.
ideally want to add a drop down menu with set times – 2,4,6,8 etc - this should be simple as various priorities already there perhaps need to rename one so instead of low,medium,high we could have numbers) Customisable colours codes with legend. This allows us to assign an SLA to a service contract. This would be assigned at time of adding assets to the contract.
Report showing all outstanding jobs by engineer or engineering locational group.
Add field called Response Time: drop down menu 2,4,6, 8, 10, 12
These require having response times added based on business working hours. (System Settings.)
Ability to enter local Bank holidays so awareness is made if a call is logged when there is a holiday
Organisations / Contacts
Merge these two quick create options together including address fields – called Quick Customer
Tickets need to be generated based on the Asset Number, so when a customer calls in to log a call they will give the Asset number. So we will use the search box to search for the Asset number which will display Asset linked to the site. This will then request the following items to be present and auto populated.
Allocated to Engineer (Selectable)
Time, auto inserted
Ticket Number (Auto Generated)
– Default Status to be Allocated to Engineer on ticket creation
- add in drop down menu ( Allocated to Engineer, Accepted by Engineer, Onsite, Offsite, Awaiting Parts, Waiting on Customer, On-Test, Closed)
Adding a Trouble Ticket from Assets – field should be pre-populated with Asset linked company information
Trouble Tickets – Contacts/organisation field to defaulted to organisation
At this point the engineer is emailed the Service job and needs to have a validation email send which he clicks on which will update the system stats that they have seen the job and aware that it has been assigned to them. Job status will then be set to Assigned
Trouble tickets should also show logged previously logged calls, so it can be easily seen if it’s a recall job.
Custom Jobs sheets also need populated and available to customer via Email export (PDF)
Trouble Ticket – add search field for ASSETS
We assume that these can be modified into actual item being computers or devices that can be assigned to contracts and callouts and have services assigned to them.
Please note this has to be created as an installable module and we retain full ownership of source code and all intellectual property.