Service Stage Lifecycles, SLA Policies & Automated Escalation

1. Overview & Business Value#

Service tasks progress through defined operational stages governed by Service Level Agreements (SLAs).

1. Standard Service Stage Architecture#

• Stage 1 (New / Scheduled): Task created, customer location identified, parts requisitioned.
• Stage 2 (Dispatched / In Transit): Technician assigned and traveling to customer site.
• Stage 3 (In Progress): Technician on-site, mobile timer active, diagnostics running.
• Stage 4 (Completed): Work finished, customer signature captured, worksheet validated.

2. Prerequisites & Access Permissions#

• Required Modules: smart_field_service, base, web
• Security Group: Internal User (Technical ID: base.group_user)
• Master Data Dependencies: Established corporate settings, defined role permissions, and active records.

3. Step-by-Step UI Execution & Verification#

Step 1: Navigating to the Module Interface#

1. Access your SmartERP instance at https://smarterp.et/odoo.
2. Open the main App Switcher and select the operational application.
3. Select the target view or configuration form.

{screenshot:20-service-stages-and-sla-policies-step1-navigation}

Step 2: Executing Transactional Operations#

1. Fill in required parameters according to institutional procedures.
2. Validate entries and confirm execution.
3. Review updated record state in the chatter audit trail.

{screenshot:20-service-stages-and-sla-policies-step2-verification}

4. Advanced Configuration Points#

• Automated Tasks (Crons): Dedicated background crons manage recurring tasks and state transitions.
• Multi-Company Rules: All operational records are strictly isolated to Company 1 (Ashewa Technology Solutions S.C.).

5. Comprehensive Troubleshooting Matrix#