Here is the standard Event workflow of ERP5. As introduced in the previous tutorial "Events", the incoming Events (second part of this illustration) can either be created manually
(eg, you can
input
an email which is a support request or a reply from a customer to ERP5 team as a new incoming Event), or
automatically
(eg, between 2 departments who use the same ERP5 system, an Event can be exchanged by calling the Action
"Declare as Received"
. If an Event is initially outgoing for department A-the sender, it becomes incoming for department B-the recipient, once A has sent the Event and declared it as received).
The standard process of how to process incoming Event:
1.
Firstly, we will
Declare as Received
an incoming Event from external of our company, or an outgoing Event sent by our company but needs to be exchanged between different departments of our company.
2.
Secondly, we have to
Define the Recipient
in order to indicate who in our team will be responsible to handle the Event.
3.
Thirdly, if the Event needs to be handled in a serious way, eg, an mail message from a client concerning a product problem, we will need to
Create Follow Up Ticket
in order to record all the interactions related to the original Event which will happen afterwards between the Event operators in our team and the Event sender. We also have to
Define the Ticket's Operation Manager, the Supervisor and the Operators
to indicate who will be responsible for this Ticket.
4.
Finally, the person who is defined as the "Recipient" of the Event will see it in his worklist, and
Deliver
the Event to acknowledge that he is responsible for this incoming Event and he will handle it later.