Partner Requests Guideline - odoo-ps/pshk-process GitHub Wiki
The project PS-HK Partner Requests is for partners that still have hours on a valid partner pack and need functional or technical help. This is a paid service for which hours will be charged on the partner pack.
When is the project used?
1. Q&A Partner Packs > partner can get in touch with functional and/or technical consultants by emailing [email protected] This will create a new task in the project, which will be assigned to a functional consultant first.
The functional consultant needs to make sure that:
- The field Parent Task is correctly populated > if the field is empty, the FC needs to search for the parent task in the project Partner Success HK and add it.
- This should automatically populate the fields Customer and Sale Order Items > if it doesn’t happen, the FC needs to contact the AM responsible for this partner to make sure the relationship is still ongoing and the partner has access to this service.
After this is done, the FC can assign the task to him/herself, move the task to stage Functional, and analyze the request.
The FC should timesheet directly on the task rather than the parent task, to keep better traceability of the time used on the task.
If the request needs technical work, the FC should move it to stage Technical and unassign him/herself. The FC should assign the TC in charge of partner requests on that day.
You can see who is the TC assigned to Partner Requests by adding this calendar to your google calendar: https://calendar.google.com/calendar/embed?src=c_3vqsjtenjlithem8jjs8bljne8%40group.calendar.google.com&ctz=Asia%2FHong_Kong As well as on the Tech dashboard: https://dashboard.soez.be/hk-odoo
2. Packs with a dedicated functional consultant
Partners with a dedicated FC will still need the involvement of a TC at times.
When this is the case, they should still create a ticket in the project PS-HK Partner Requests , the ticket will be assigned to the FC responsible for the pack and s/he will make sure the information is clear enough before moving it to the Technical stage. Once a ticket is created, the communication related to this request should happen only via chatter, even if the FC normally uses other ways to communicate with the partner. This is to ensure full traceability of the communication and make sure the TC is up to date and can communicate directly with the partner.
3. IMPORTANT NOTES
If the AM or the FC create the ticket for a partner, they need to make sure that:
- There is a Parent Task, a Sale Order Item and a Customer (see picture above)
- The partner **IS A FOLLOWER **of the ticket, otherwise s/he will not receive any notification once the FC or TC reply using the chatter.
