0015574: Add integrated support option for subscribers

Description

This feature request would make it very easy for partners (or end customers) to log and monitor support issues directly from within the ERP, providing a transparent, self-serve way to interact with the Openbravo support organization. It would also provide Openbravo an automated way to directly manage the support delivery process.

The proposed solution below is just some initial ideas, i.e. not intended to be a fully baked design.

Proposed Solution

The proposed solution includes 3 main components:

1. Support Issue Control
2. Support Issue Entry
3. Support Issue Monitoring

Support Issue Control allows for the allocation of a number of (pre-paid) support issues, for both the overall subscription and for individual commercial modules. The "Number of Available Support Issues" would be stored as part of the license, for the subscription as a whole and for each individual module. Payment processing is outside the scope of this feature request (ideally it would be done online).

Support Issue Entry is a menu option that is available from screens of the core ERP and from screens of commercial modules that include an integrated support offer. If the "Number of Available Support Issues" is 0 then clicking on the menu option will link to online information re: the benefits of integrated support and how to acquire support issues for the ERP or ERP module.

If the "Number of Available Support Issues" is > 0 then clicking on the menu option will open a new tab to capture the issue information, pre-populating it with the in-context information (e.g. what menu option the issue occurred on, instance version info, etc.). The user would then enter in any specific details and click to submit the issue to the support portal. The authorized user should not have to log on to the support portal. After issue entry, the "Number of Available Support Issues" is decremented locally and updated to Butler.

Additionally, perhaps, there could be a small "Open Issue" link rendered on each screen that has an Open issue, so that users accessing the screen could click on it and drill back to the widget (see below) to see the issue status. In the case of multiple issues on the same screen, just point to the latest one. This would then require some formal acknowledgement that the issue is resolved, in order to clear the link.

Support Issue Monitoring can be implemented via a widget which lists all open support issues reported through the license (note that it may be across multiple instances, i.e. Production and Test). The authorized user should be able to access this information without having to log on to the support portal.

Issue History
Date Modified	Username	Field	Change
2011-01-04 23:42	johnfandl	New Issue
2011-01-04 23:42	johnfandl	Assigned To	=> alostale
2011-01-04 23:42	johnfandl	Modules	=> Core
2011-01-05 00:35	rgoris	Issue Monitored: rgoris
2017-04-10 14:39	alostale	Assigned To	alostale => platform
2022-02-01 08:08	alostale	Assigned To	platform => Triage Platform Base

Relationships [ Relation Graph ] [ Dependency Graph ]

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