Newbie - question about OPENSOURCE version

**alicepohl** · 2009-09-01, 04:59 PM

We are investigating using Sugar OpenSource Version - do you know if add ons such as Quotes / Reporting / User Security levels are available?
Also - is there an example of an Information Technology company currently using OpenSource and how they are using it?
We are based in Cape Town, South Africa

We need to do a number of things with Sugar OpenSource like
1) See who who logged the call
2) See who is asigned to call
3) See priority of calls
4) See type of call (call-out/remote/troubleshoot etc.)
5) See current number & total number of OPEN/CLOSED Calls per Technician
6) See tally of hours against hour target for the month per Technician
7) See current number & total number of OPEN/CLOSED Calls per Client
8) See current number of maintenance hours worked, against booked hours per SLA client
9) See calls asigned by AREA in order to prioritise calls for the day/week/month
10) Flag calls .. urgent (flash) etc.
11) Knowledge Base … documents relating to IT set-up per client can be stored / troubleshooting processes can be stored / would be good to have “secure” knowledge base relating to usernames and passwords
12) On completion of call, call can be closed, client can automatically receive an email saying call attended to and that invoice will be sent to them
13) CSV file created for completed calls for the week. This CSV file can be imported into our accounting package - quickbooks.
14) Spell Check Facility – if this info is to be transferred into quickbooks, we need accuracy
15) Reporting
16) Security – don’t want users to delete information in the system = USER rights
17) Fun elements … you are close to achieving your hours, well done!! Etc.
18) Would be nice to access CRM from web-friendly phones
19) Would be great for technicians to see easily calls for the day/week etc.
20) SLA agreements (if client signs an agreement for hours per month - would this be a product?)
21) Licence Renewals - reminders that licence is up for renewal
22) Equipment (hardware & software details per client listed)
23) See Sales “targets” & “sales” made
24) Request quotes from suppliers – log this as a call (email facility)
25) Send Client a quotation
26) On approval of quotation (Can we automate this accept / decline)- Order Stock from supplier (we need to provide them with automated “order” number – at the moment we send them an email with order number) … also supplier only gives stock once payment received by us so we need an invoice from supplier in order to make payment
27) Need to make sure stock has arrived (reminders to follow up on stock ordered)
28) Once stock arrived, close the call … CSV file produced which accountant can import on quickbooks side?
29) Sales history?
30) See Services Per Client (ADSL/Mailboxes/Hosting/Domains etc.) / See more details on this level
31) Create Services Per Client (API documents for two of our suppliers namely IS & MTN)
32) List Projects and Project status
33) Is there something we can integrate in terms of providing "real time" / "remote" maintenance and billing for these hours?

Help appreciated

Thanks
Alice