Incoming Events have a different workflow as shown in the second part of this illustration: they can either be createdmanually
(e.g, 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
(e.g, between 2 departments who use the same ERP5 system, an Event can be exchanged by using the Action
"Declare as Received"
. If an Event is initially outgoing for department A - the sender, it becomes incoming Event for department B - the recipient, once A has sent the Event and B declared it as received).
The standard process has three steps:
Firstly, you
create by drafting
the new Event from the incoming message's sender's Person File (state
"
draft"
);
Secondly, you
declare the Event as received
; you can also
define another recipient
instead of you (the original recipient), if it is another team member who is responsible to handle the Event
(state
"received"
);
Thirdly, the recipient
create Follow Up Ticket
to record all the future interactions related to this Event, then the Event will been delivered automatically; you can also
deliver
the Event directly after you receive it (state
"
delivered"
).
If the Event is "Declare as Received" from an outgoing Event which has already been sent by another department of your company, they will be also stated as
"received"
, so the process begins from the action
"create Follow Up Ticket"/ "Deliver the Event
".
The Final state "delivered" of incoming Event indicates to all the team members that this incoming Event has been acknowledged by the recipient to handle it.
In our example, after sending the email, VIFIB manager Cédric sent got a reply from one contact. So a new incoming Event will be created. Then the "received" Event can be processed in two ways: either be replied by Cédric the Recipient
directly, or be assigned to another person in the ERP5 Support Team to handle the Event, just by changing the
Recipient
and creating a Follow Up Ticket.