Statement of Work

PROJECT BACKGROUND

CURRENT SITUATION (OF THE PROCESS)

The Sales Onboarding process helps the Sales Executive to introduce new customers to the company (even if they have been clients in the past), aligning them with the right department which will maintain a direct communication with them. These departments will help the new client to find their way within the service acquired. It can also define the relationship your customer has with your product/service.

The Sales Onboarding process starts with the Register Sales task, which is performed by a Sales Executive. In this task the Sales Executive will select the Account and opportunities that he wants to onboard and that has been previously registered in the SUGARCRM, then the Sales Executive will complete the required service and billing information as described in the opportunity selected and will send it to the corresponding department for processing.

After this first task is completed the process can be divided in parallel to perform the following tasks: Generate the Invoice for customer, Submit the Professional Services Welcome and/or to perform the Support Registration. Each of these tasks has a conditional for being activated from the Register Sales task. To activate the Professional Services Welcome task, the Sales Executive must select one of the services that the customer has ordered as a “Professional Services” service type. To activate the Support Registration task, the Sales Executive must select one of the services that the customer has ordered as a “Support Services” service type. The Invoice Customer task will be activated for all the onboarding cases after the Register Sales task is submitted.

If the Professional Services Welcome task is activated, this task will be assigned to the PS(?), in this task the PS(?) will be able to review the opportunity information, add new contacts for the opportunity, review and complete the checklist designated for this like confirming the registration of the new opportunity on Basecamp, sending the welcome email, and submitting additional comments. The items in listed in the checklist will be performed by the PS(?) manually and the results must be registered in this Task. After this task has been completed, the process will go to the “Sales Follow Up” task.

If the Support Registration task is activated, this task will be assigned to the Support Team(?). They will be able to review the new client's contact information as well to review the service requested information. They will be registering the checklist designated for this step as is to create the new client on Mantis, sending a welcome email and the recorded video training credentials, checking if the support customer spreadsheet is updated and adding some comments if required. The listed steps will be performed manually by the Support Team(?) and the results of those actions must be registered in this Task. After this task has been completed, the process will go to the “Sales Follow Up” task.

If the Invoice Customer task is activated, this task will be assigned to the Finance(?), in this task the Finance(?) will register and submit all the information related to invoicing specific services, like the number of invoice, service execution period, invoice sent and date and other comments that will allow the finance to keep track on the submitted or pending invoices for a service.

Once all the activated tasks are completed, the flow will merge and activate a final step called “Sales Follow Up”, where the Sales Executive can register if the Customer was satisfied with the way he was onboarded and register any kind of recommendations.

DESIRED SITUATION (AUTOMATED PROCESS)

The current situation of the process described in the previous section is going to be our base to define the desired situation. The first thing that we have to keep in mind is that the current process is automated in an old version of ProcessMaker (v2.5), and the idea of this project is to migrate this automated process to ProcessMaker version 3.1, which will allow the current users to suggest improvements (Desired Situation), for the new version of this process. That being said, the new desired situation with the improvements suggested by the current users will be described in parts by the involved departments as described below:

• Sales Department: 
  • When a "New Contact" is created on ProcessMaker, ProcessMaker should push this "New Contact" information to the CRM, so both can have synchronized information.
  • The field "Service Type" is out of date.

• Finance Department:
  • Task - Invoice Customer
    
    • Situation: There are cases where the "Customer PO Number" field is empty or wrong.
      • Improvement: Define the "Customer PO Number" field as editable, so then Finance will to type it or correct it.
    • Situation: Finance is creating the invoice and send it through email (manually) to the Sales Manager to get his/her approval, after this approval Finance is able to send the approved invoice to the customer.
      • Improvement: Create a new Step in the process that allows Finance to attach the Invoice and request this approval to the Sales Manager through ProcessMaker. This will required to create a new gateway that redirects the flow to a new "Review Invoice" task, which will be performed by the Sales Manager, and will loop between the Finance and the Sales Manager until the invoice is approved. After the Invoice is approved, Finance will have a to confirm that they sent the Approved Invoice to the Customer in the Collections Task.
    • Situation: In some cases, Finance doesn't know if the user's contact information displayed in the "Customer Invoicing Information", is related to the person who needs to be invoiced or not.
      • Improvement: Add the "Contacts Information" grid, so Finance can easily identify the right person to Invoice in the Customer's company.
    • Situation: The payment plan is showed in a different step after Finance created the customer's invoice, which can leads to re-generated the invoice with changes regarding the proposed payment plan. Or in many cases, the Sales Managers are detailing the Payment Plan in the Internal comments, duplicating effort in submitting this information.
      • Improvement: Delete the second step in this task that shows the Payment Plan form, and move the content into the Invoice Information form, so Finance is aware of that plan allowing them to generate accurate invoices. As well we are going to redesign the Payment Plan, allowing the Finance person to upload the invoice regarding each Payment Plan defined by the Sales Manager. The new Payment Plan grid will hold the following information:
        • Invoice Date 
        • Payment Due Date
        • Invoice Currency
        • Invoice Amount
        • Invoice Number
        • Invoice Sent to the customer (a field to confirm that the Invoice has been sent)
        • Invoice File (Invoice document - Attachment)
        • Additional Comments
  • Task - Collection
    
    • Situation: When an invoice needs to be credited and cancel the case, there's not an option that allows Finance to attach the Credit document for the Sales Manager to Review in the Follow Up task.
      • Improvement: Create a new Document Field in Collections that will be shown only when Finance selects Yes in the "Do you wish to Cancel this case and credit this invoice?" field, and add a "Credit Comments" Field, where Finance will add the reasons of why the invoice was credited. This will result in deleting the task "Credit Invoice" as well, since its functionality will be part of the Collection task.
    • Situation: When a payment has not been received, and it is marked that way in the field "Has payment been received?", after this task is submitted the process opens the same task, and it only continues the flow until it is marked as "Yes" in the field "Has payment been received? ". Which is unnecessary and it is not providing further functionality to the process.
      • Improvement: Change the flow of the process by deleting the sequence flow that redirects the process to the same task after "Collections", and do not allow to submit this task until the payment for all the invoices / Payment Plans generated has been received or the invoice has been credited.
      • Additional Improvement: Collection will show the New Payment Plan grid adding a two new columns in this grid so the Finance Person can register if the Payment has been received for an specific Invoice and special comments about the payment collected.

• Support Department:
  • Situation: The Support Follow Up is a task where the support team only confirms that they performed a manual task. As a result they fill out this check list and manually send a Support Welcome Email to the customer.
    • Improvement: This form will allow to capture all the variable information that is submitted in the Support Welcome Email. ProcessMaker is going to define a Support Welcome Email template, that is going to be populated with the info obtained in this task  and it is going to be sent automatically to the customer for their use.

      • User First Name

      • Mantis Support Project Name

      • Mantis Username 

      • Mantis User Email 

      • Workspace URL 

      • Workspace Username 

      • Workspace Password 

      • Sandbox URL 

      • Sandbox Username

      • Sandbox Password

      • University Username 

      • University Password

  • Situation: The gateway after this task is redirecting the flow to the same task every iteration while the Support Registration is not fully completed. Which is unnecessary and it is not providing further functionality to the process.
    • Improvement: Change the flow of the process by deleting gateway that redirects the flow to the same "Support Registration " task, and do not allow to submit this task until the registration has been completed.

• Professional Services Department: 
  • Situation: The task "Professional Service Welcome" doesn't provide to the Project Manager with all the necessary information, resulting in investing some extra time to find this basic information about the customer and the project.
    • Improvement 1: Add the following information to the "New Professional Services Customer" Section:
      • Customer Address (Source: SUGARCRM)
      • Customer City (Source: SUGARCRM)
      • Customer State (Source: SUGARCRM)
      • Customer Website (Source: SUGARCRM)
      • Move the "Contract End Date" field and "Contract Start Date" after Internal Remarks field.
      • The field "Contract Start Date" must be mandatory.
      • Create a new field called "Desired Project Start Date", that must be submitted by the Sales Manager in the Register Sale task.
    • Improvement 2: Add a new column in the Contacts grids, that allows the Sales Manager and the Project Manager to register in a Text field to register the Contact's Role in the project.
    • Improvement 3: Add a new File field that allows the Sales Manager to attach and submit the Professional Services Quotation that was used to create this Service request. The name of the field will be "Professional Services Quotation".
    • Improvement 4: Add a new CheckGroup field called "Information forwarded to PS" with the following options
      • Customer Reqeuirements
      • RFI
      • RFE
      • Technical Documentation
      • Others
    • Improvement 5: Add a new Dropdown called "Recurrent PS Client or Change Order?" with yes/no options. This new field will be part of the "Check List" Section.
    • Improvement 6: The selected value for the field "Welcome Email Sent?", should not be considered as part of the logic to submit this task.
  
  
  

Process Flow Diagram

Current Process Diagram Flow (redesigned for easier readability)

Process Diagram Flow Proposed

General Process Configuration

Process Name	Sales Onboarding
Start User	Sales Executive
Case Identifier	Onboarding of @#Cust_Company_Name (e.g. Onboarding of Colorado University)
Dynaforms	Main ( ? )
Input Documents	Finance: Credit document - Case support document.
Output Documents	Support: Welcome Support Email Template.
External Data Base Connections	Account and Opportunity information from SUGARCRM database
Plug ins and Programming Development

Case Trigger / Process Launching

A Sales Onboarding Process will be launched manually by a Sales Executive.

Process Tasks Definitions

Sales - Task 1.1: Register Sales

Task 1.1. Register Sales

Users	Sales Executive Group
Assignment Rule	Value Based Assignment	Variable = @@salesExecutiveId
Duration	1 Day	Count Days By = Work Days
Data Base Connections	SUGARCRM

Step 1.

• Name: Sugar Connect
• Type: Trigger

Step 1	Name: Sugar Connect		Type: Trigger
	Creates the connection to SugarCRM

Step 2.

• Name: Sugar Login
• Type: Dynaform
• It opens a form for the credentials to log in the SUGARCRM (User and Password)
  

	Field Name	Label	Data Type	Read Only	Description	Source
1	@@SugarUserName	User Name	Text	False		User
2	@@SugarPassword	Password	Text	False	Mask ***** (Password)	User

Step 3.

• Name: Sugar User Opportunities
• Type: Dynaform
• After the user has logged in, PM will show a form with 2 sections
  

	Field Name	Label	Data Type	Description	Source
1	@@sugarUserName	User Name	Text [xxx]	Non-Editable / Section 1	User
2	@@sugarAccount	Account	Dropdown	Section 2 - Dependent to @#sugarUserName	From SUGARCRM "SELECT ACCOUNT_NAME, ACCOUNT_NAME FROM PM_SUGAR_OPPORTUNITIES WHERE ASSIGNED_USER_NAME='@#sugarUserName' GROUP BY ACCOUNT_NAME ORDER BY ACCOUNT_NAME"
3	@@sugarOpportunities	Opportunities	Grid (?)	Section 2 - Dependent to @#sugarAccount	From SUGARCRM SELECT ID_OPPORTUNITY, CONCAT(OPPORTUNITY_NAME," (",OPPORTUNITY_DESCRIPTION,")") FROM PM_SUGAR_OPPORTUNITIES WHERE ACCOUNT_NAME="@#sugarAccount"

Step 4.

• Name: Sugar CRM Final Selection
• Type: Dynaform

	Field Name	Label	Data Type	Read Only	Description	Source
1	@@SUGARCRM_ACCOUNT_NAME	Account name	Text	True	Non-Editable / Section 1 - Dependent to @#sugarAccount	SUGARCRM
2	@@SUGARCRM_ACCOUNT_DESCRIPTION	Description	Text	True	Non-Editable / Section 1	SUGARCRM
3	@@SUGARCRM_ACCOUNT_TYPE	Type	Text	True	Non-Editable / Section 1	SUGARCRM
4	@@SUGARCRM_ACCOUNT_INDUSTRY	Industry	Text	True	Non-Editable / Section 1	SUGARCRM
5	@@SUGARCRM_ACCOUNT_PHONEFAX	Phone/Fax	Text	True	Non-Editable / Section 1	SUGARCRM
6	@@SUGARCRM_ACCOUNT_BILLING_ADDRESS_STREET	Billing Address Street	Text	True	Non-Editable / Section 1	SUGARCRM
7	SUGARCRM_ACCOUNT_BILLING_ADDRESS_CITY	Billing Address City	Text	True	Non-Editable / Section 1	SUGARCRM
8	@@SUGARCRM_ACCOUNT_BILLING_ADDRESS_STATE	Billing Address State	Text	True	Non-Editable / Section 1	SUGARCRM
9	@@SUGARCRM_ACCOUNT_BILLING_ADDRESS_POSTALCODE	Billing Address PO	Text	True	Non-Editable / Section 1	SUGARCRM
10	@@SUGARCRM_ACCOUNT_BILLING_ADDRESS_COUNTRY	Billing Address Country	Text	True	Non-Editable / Section 1	SUGARCRM
11	@@SUGARCRM_ACCOUNT_EMAIL	Email	Text	True	Non-Editable / Section 1	SUGARCRM
12	@@SUGARCRM_ACCOUNT_PHONE_OFFICE	Phone Office	Text	True	Non-Editable / Section 1	SUGARCRM
13	@@SUGARCRM_ACCOUNT_WEBSITE	Website	Text	True	Non-Editable / Section 1	SUGARCRM
14	@@SUGARCRM_SELECTED_OPPORTUNITIES	Services Selected	Grid	True	No add Rows No Delete Rows	SUGARCRM
15	Grid Field - SUGARCRM_OPPORTUNITY_ID		hidden			SUGARCRM
16	Grid Field - SUGARCRM_OPPORTUNITY_NAME	Opportunity Name	Text	True	Non-Editable / Section 2	SUGARCRM
17	Grid Field - SUGARCRM_OPPORTUNITY_TYPE	Type	Dropdown	True	Non-Editable / Section 2	SUGARCRM
18	Grid Field - SUGARCRM_OPPORTUNITY_AMOUNT	Amount	Text	True	Non-Editable / Section 2	SUGARCRM
19	Grid Field - SUGARCRM_OPPORTUNITY_DESCRIPTION	Description	Text Box	True	Non-Editable / Section 2	SUGARCRM
20	@@SUGARCRM_ACCOUNT_CONTACTS	Contacts SugarCRM	grid	True	Allow to Delete Rows No add rows	SUGARCRM
21	Grid Field - SUGARCRM_ACCOUNT_CONTACT_ID	hidden			hidden
22	Grid Field - SUGARCRM_ACCOUNT_CONTACT_FIRST_NAME	First Name	Text	False		User
23	Grid Field - SUGARCRM_ACCOUNT_CONTACT_LAST_NAME	Last Name	Text	False		User
24	Grid Field - SUGARCRM_ACCOUNT_CONTACT_PHONE_MOBILE	Mobile	Text	False		User
25	Grid Field - SUGARCRM_ACCOUNT_CONTACT_PHONE_WORK	Work phone	Text	False	Mask XXX-XXX-XXXX	User
26	Grid Field - SUGARCRM_ACCOUNT_CONTACT_EMAIL1	Email	Text	False		User
27	Grid Field - SUGARCRM_ACCOUNT_CONTACT_TYPE	Type	Dropdown	False	Technical Financial (Financal ?) validate Sugar (?) Business Other	User
28	Grid Field - SUGARCRM_ACCOUNT_CONTACT_NOTES	Notes	Text Box	False		User
29	Grid Field - None	Delete	Button	False	Allows to delete the contact row	User
30	@@ADDITIONAL_CONTACTS	Additional Contacts	Grid	False	Add and Delete is permited (?)	User
31	Grid Field - ADDITIONAL_CONTACT_FIRST_NAME	First Name	Text	False		User
32	Grid Field - ADDITIONAL_CONTACT_LAST_NAME	Last Name	Text	False		User
33	Grid Field - ADDITIONAL_CONTACT_PHONE_MOBILE	Mobile	Text	False		User
34	Grid Field - ADDITIONAL_CONTACT_PHONE_WORK	Work Phone	Text	False		User
35	Grid Field - ADDITIONAL_CONTACT_EMAIL1	Email	Text	False		User
36	Grid Field - ADDITIONAL_CONTACT_TYPE	Type	Dropdown	False	Technical Financial (Financal ?) validate Sugar (?) Business Other	User
37	Grid Field - ADDITIONAL_CONTACT_NOTES	Notes	Text	False		User
38	@@BILLING_ADDRESS_TO_USE	Billing Address to Use	Radio Group	False	Required SELECT CONTACT_ID,CONCAT(LAST_NAME," ",FIRST_NAME, " (",PRIMARY_ADDRESS_STREET,", ",PRIMARY_ADDRESS_CITY,", ",PRIMARY_ADDRESS_STATE,", ",PRIMARY_ADDRESS_POSTAL_CODE,", ",PRIMARY_ADDRESS_COUNTRY,")") FROM PMT_PM_SUGAR_CONTACTS WHERE ACCOUNT_NAME=@@sugarAccount	User
39		Subtitle Information	Subtitle		Please review carefully the information in this form. If there is something to chenge you may access SugarCRM and then restart the case
40		Submit Button	Submit Button		Validate Sugar Info (See JavaScript)

JavaScript Validations

Validation

Code

Validate Sugar Information On Submit

var dynaformOnload = function(){ validateSugarInfo(false); } function validateSugarInfo(sw_submit){ errorMessage=""; fieldsToValidate = new Array('SUGARCRM_ACCOUNT_NAME','SUGARCRM_ACCOUNT_BILLING_ADDRESS_STREET','SUGARCRM_ACCOUNT_BILLING_ADDRESS_CITY','SUGARCRM_ACCOUNT_BILLING_ADDRESS_STATE','SUGARCRM_ACCOUNT_BILLING_ADDRESS_COUNTRY'); //fieldsToValidate = new Array('SUGARCRM_ACCOUNT_NAME'); for(i in fieldsToValidate){ fieldName=fieldsToValidate[i]; fieldObj=getField(fieldName); if(fieldObj){ //console.log(fieldObj); //console.log(fieldObj.parentNode); //console.log(fieldObj.parentNode.previousSibling.previousSibling); //console.log(fieldObj.parentNode.previousSibling.previousSibling.className); //console.log(fieldObj.parentNode.previousSibling.previousSibling.innerText); if(fieldObj.value == ""){ errorMessage+="<li>"+fieldObj.parentNode.previousSibling.previousSibling.innerText+"</li>"; } } } if(errorMessage!=""){ title="<font color='red'>ERROR!</font><b> Some required fields were not filled in Sugar</b><br /><br />"; bottom = "<hr><i>Please complete it in SugarCRM</i>" //msgBox(title+errorMessage, 'info', false); msg=title+errorMessage+bottom; new leimnud.module.app.info().make({          label: msg,            width: 450,            height: 250,                  }); }else{ if(sw_submit){ //alert("submitForm"); submitForm(); }else{ //alert("nothing"); } } }

Step 5.

• Name: Service Information
• Type: Dynaform

	Field Name	Label	Data Type	Read Only	Description	Source
1	@@AccountExecutive	Account Executive	Text	True	Disable / Sales Manager who started the process	Register Sale Task
2		Customer Invoicing Information	Subtitle		New Section
3	@@CustomerCompanyName	Company Name	Text	True	Disable / Customer Invoicing Information	SUGARCRM
4	@@CustomerFirstName	First Name	Text	True	Disable / Customer Invoicing Information	SUGARCRM
5	@@CustomerLastName	Last Name	Text	True	Disable / Customer Invoicing Information	SUGARCRM
6	@@CustomerEmail	Email Address	Text	True	Disable / Customer Invoicing Information	SUGARCRM
7	@@CustomerAddress1	Address Line 1	Text	True	Disable / Customer Invoicing Information	SUGARCRM
8	@@CustomerAddress2	Address Line 2	Text	True	Disable / Customer Invoicing Information	SUGARCRM
9	@@CustomerCity	City	Text	True	Disable / Customer Invoicing Information	SUGARCRM
10	@@CustomerState	State	Text	True	Disable / Customer Invoicing Information	SUGARCRM
11	@@CustomerPostCode	Zip / Postal Code	Text	True	Disable / Customer Invoicing Information	SUGARCRM
12	@@CustomerCountry	Country	Text	True	Disable / Customer Invoicing Information	SUGARCRM
13	@@CustomerWorkPhone	Work Phone Number	Text	True	Disable / Customer Invoicing Information	SUGARCRM
14	@@CustomerCellphone	Cellphone Number	Text	True	Disable / Customer Invoicing Information	SUGARCRM
15	@@CustomerFax	Fax	Text	True	Disable / Customer Invoicing Information	SUGARCRM
16		Invoicee Information	Subtitle	New Section
17	@@Invoicee	Invoicee	Text	False	Invoicee Information	Current Task
18		Additional Customer Information	Subtitle	New Section
19	@@CustomerRegion	CustomerRegion	Dropdown	False	Pending	Current Task
20	@@CustomerTimezone	Customer Timezone	Dropdown	False	Pending	Current Task
21	@@CustomerPONumber	Customer PO Number (If given)	Text	False	Editable / Additional Information	Current Task
22	@@SpecialRequest	Additional Information / Special Requests	Text Box	False	Additional Information	Current Task
23	@@CustomerOrderFile	Customer Order Form	File	False	Additional Information	Current Task
24	@@CustomerSupportFiles	Additional Customer Documentation	Multiple File	True	View / Additional Information	Current Task
25	@@PSQuotationDocument	PS Quotation Document	File	False	Additional Information	Current Task
26		Selected Opportunities Information	Subtitle		New Section
27	@@OpportunitiesGrid	Selected Opportunities	Grid	True		Previous Step
28		Contacts Information	Subtitle		New Section
29	@@ContactsGrid	SUGARCRM	Grid	True	Disable / Contacts Information	Current Task
30		Select The Services The Customer Has Ordered	Subtitle		New Section
31	@@ServicesGrid	Services to be Invoiced	Grid	False	Editable - Allows to add new rows and delete them	Current Task
32		Payment Plan / Invoice Information	Subtitle		New Section
33	@@PaymentPlanGrid	Payment Plan / Invoice Information	Grid	Flase	Editable / Allow Adding or Deleting Rows	Current Task
34		Invoice By	Datetime	Flase	Payment Plan / Invoice Information Grid Field	Current Task
35		Payment Due Date	Datetime	Flase	Payment Plan / Invoice Information Grid Field	Current Task
36		Invoice Currency	Dropdown	Flase	Payment Plan / Invoice Information Grid Field	Current Task
37		Invoice Amount	Text	Flase	Payment Plan / Invoice Information Grid Field	Current Task
38		Invoice Number	Text	Flase	Payment Plan / Invoice Information Grid Field	Current Task
39		Invoice Date	Datetime	Flase	Payment Plan / Invoice Information Grid Field	Current Task
40		Invoice Sent to the customer?	Dropdown	Flase	Payment Plan / Invoice Information Grid Field	Current Task
41		Invoice File	File	False	Payment Plan / Invoice Information Grid Field	Current Task
42		Invoicing Comments	Textbox	False	Payment Plan / Invoice Information Grid Field	Current Task
43		Remarks / Comments	Subtitle		New Section
44	@@SalesInternalRemarks	Internal Remarks / Notes	Text Box	False	Remarks / Comments	Current Task
45	@@ContractStartDate	Contract Start Date	Datetime	False	Remarks / Comments	Current Task
46	@@ContractEndDate	Contract End Date	Datetime	False	Remarks / Comments	Current Task
47	@@ContractSupportSigned	Was the signed contract sent to the Customer?	Checkbox	False	Remarks / Comments	Current Task
48	@@FinanceUsertoAssign	Finance User to assign	Dropdown	False	Shows the users from Finance Group Remarks / Comments	Current Task
49	@@FinanceUsertoAssign	Begin services before collecting payment?	Dropdown	False	Yes/No Options Remarks / Comments
50		Submit	Submit Button

Step Routing	Next Task	Routing Rule	Conditions	Notes
	Invoice Customer	Always goes to Invoice Customer as long as the user is authenticated	(1==1) && (@@sw_user_sugar==true)
	Professional Services Welcome	The Sales Executive selected a service as a “Professional Services”.	(@@sw_professional_services==true) && (@@sw_user_sugar==true)
	Support Registration	The Sales Executive selected a service as a “Support Services”.	(@@sw_support==true) && (@@sw_user_sugar==true)

Finance - Task 2.1: Create Invoice

Finance - Task 2.2: Send and Collect Invoice

Support - Task 3.1: Support Registration

Task 3 Support Registration

Users	Support Group
Assignment Rule	PENDING
Duration	PENDING

Step 1.

• Name: Support Starter
• Type: Dynaform

	Field Name	Label	Data Type	Read Only	Description	Source
1	@@AccountExecutive	Account Executive	Text	True	Disable / Sales Manager who started the process	Register Sale Task
2		New Support Customer	Subtitle		New Section
3	@@CustomerCompanyName	Company Name	Text	True	Disable / New Support Customer	SUGARCRM
4	@@CustomerFirstName	Contact Person First Name	Text	True	Disable / New Support Customer	SUGARCRM
5	@@CustomerLastName	Contact Person Last Name	Text	True	Disable / New Support Customer	SUGARCRM
6	@@CustomerWorkPhone	Work Phone Number	Text	True	Disable / New Support Customer	SUGARCRM
7	@@CustomerCellphone	Cellphone Number	Text	True	Disable / New Support Customer	SUGARCRM
8	@@CustomerEmail	Email Address	Text	True	Disable / New Support Customer	SUGARCRM
9	@@CustomerCity	City	Text	True	Disable / New Support Customer	SUGARCRM
10	@@CustomerCountry	Country	Text	True	Disable / New Support Customer	SUGARCRM
11		Technical Person Contact Information	Label
12	@@CustomerTechFirstName	First Name	Text	True	Disable / New Support Customer	SUGARCRM
13	@@CustomerTechLastName	Last Name	Text	True	Disable / New Support Customer	SUGARCRM
14	@@CustomerTechEmail	Email Address	Text	True	Disable / New Support Customer	SUGARCRM
15	@@CustomerTechWorkPhone	Work Phone Number	Text	True	Disable / New Support Customer	SUGARCRM
16	@@CustomerTechCellphone	Cellphone Number	Text	True	Disable / New Support Customer	SUGARCRM
17	@@CustomerTechTimeZone	Customer Time Zone	Text	True	Disable / New Support Customer	SUGARCRM
18	@@ServicesGrid	Services Purchased: Please note the level of support based on the Subscription purchased	Grid	True	Disable / New Support Customer	Register Sale Task
19		Opportunities Information	Subtitle		New Section
20	@@OpportunitiesGrid	Grid	Grid	True	Disable / Opportunities Information	Register Sale Task
21	@@CustomerOrderFile	Customer Order Form	File	True	View / Opportunities Information	Register Sale Task
22		Workflow Bundle Information	Subtitle		New Section
23	@@WorkflowBundle	Workflow Bundle	Dropdown	True	Disable / Workflow Bundle Information PENDING	Register Sale Task
24	@@Processes	Processes	Text Box	True	Disable / Workflow Bundle Information PENDING	Register Sale Task
25		Contacts Information	Subtitle		New Section
26	@@ContactsGrid	SUGARCRM	Grid	True	Disable / Contacts Information	Register Sale Task
27	@@NewContactsGrid	Additional	Grid	False	Editable / Contacts Information	Current Task
28		Support Actions	Subtitle		New Section
29	@@SalesInternalRemarks	Internal Remarks / Notes	Text Box	True	Disable / Support Actions	Register Sale Task
30	@@ServiceStartDate	Service Start Date	Datetime	True	Disable / Support Actions	Register Sale Task
31	@@ServiceEndDate	Service End Date	Datetime	True	Disable / Support Actions	Register Sale Task
32	@@SupportSpreadsheetUpdated	Is the Support customer spreadsheet updated?	Dropdown	False	Editable / Support Actions	Current Task
33	@@CaseID	Case ID	Text	True	Disable / Support Actions	System PENDING
34	@@SupportComments	Comments from Support Team	Text Box	False	Editable / Support Actions	Current Task
35		Welcome Email	Subtitle		New Section
36	@@UserFirstName	User First Name	Text	False	Welcome Email	Current Task
37	@@MantisSupportProjectName	Mantis Support Project Name	Text	False	Welcome Email	Current Task
38	@@MantisUsername	Mantis Username	Text	False	Welcome Email	Current Task
39	@@MantisUserEmail	Mantis User Email	Text	False	Welcome Email	Current Task
40	@@WorkspaceURL	Workspace URL	Text	False	Welcome Email	Current Task
41	@@WorkspaceUsername	Workspace Username	Text	False	Welcome Email	Current Task
42	@@WorkspacePassword	Workspace Password	Text	False	Welcome Email	Current Task
43	@@SandboxURL	Sandbox URL	Text	False	Welcome Email	Current Task
44	@@SandboxUsername	Sandbox Username	Text	False	Welcome Email	Current Task
45	@@SandboxPassword	Sandbox Password	Text	False	Welcome Email	Current Task
46	@@UniversityUsername	University Username	Text	False	Welcome Email	Current Task
47	@@UniversityPassword	University Password	Text	False	Welcome Email	Current Task
48
49		Submit	Submit Button

Step 2.

• Name: SendWelcomeSupportEmail
• Type: Trigger

Step 2	Name: SendWelcomeSupportEmail		Type: Trigger
	Creates a new email using the following "Support Welcome Email Template".

Support Welcome Email Template

Hello {@@UserFirstName},

Thank you for choosing ProcessMaker for your BPM needs. We are confident that you will be very satisfied with the services that we offer. The information enclosed below will help you make the most of our services. If you have any questions, please contact us. 

We would also like to draw your attention to the following additional support sites : 

• Community Forum - where you can become a member of our Community.
• Documentation - where you can find up to date Documentation on ProcessMaker's features.
• Blog and News Home - where you can find the latest news from ProcessMaker.

If your purchase features a support contract, then you may contact our support team on +1 (617) 340-3377, option 2.  Please be ready to state your name and company name when you call.

As your needs change, we will be happy to help you evaluate those needs and offer you the services that will help you achieve your new goals. 

Again, thank you for choosing ProcessMaker, we’re looking forward to working with you!


Summary Of Services Purchased 

Your Private Support Project has been created on our Support Portal under {@@MantisSupportProjectName}

Please use http://bugs.processmaker.com as the primary tool to report Support Tickets. You will also receive an automated email from our bug tracker (Mantis) to set up your password(s).

The credentials to access the Support Portal are:

• username: {@@MantisUsername}
• email: {@@MantisUserEmail}

In order to access the Production workspace, you need to:

1. Go to {@@WorkspaceURL}
2. Select the interface language.
3. Login:
   1. Username: {@@WorkspaceUsername}
   2. Password:  {@@WorkspacePassword}
4. Start testing ProcessMaker online.

In order to access the Sandbox testing workspace, you need to: 

1. Go to {@@SandboxURL}
2. Select the interface language.
3. Login:
   1. Username: {@@SandboxUsername}
   2. Password:  {@@SandboxPassword}
4. Start testing ProcessMaker online.

Should you have any questions about accessing the Sandbox Workspace, please do not hesitate to contact us at the support number provided.

You can download the ProcessMaker Advanced Workflow bundle from the following link : 

• https://drive.google.com/file/d/0B6ZYLZwGx4Z7QXdJak40SUk5Zmc/view?usp=sharing 
• In order to install it, please uncompress the resulting .zip file that you just downloaded and import every .pmx process file located in the Bundle folder, then import the .pmt file located in the PMTables subfolder and finally import the plug-in located in the Plugin subfolder.

In order to access the included ProcessMaker Video Bootcamp online training course, please use the following credentials: 

• URL: http://university.processmaker.com/login/index.php
• Username: {@@UniversityUsername}
• Password: {@@UniversityPassword}

Kind Regards,

The ProcessMaker Support Team

ProcessMaker Inc. | Phone: +1 (617) 340-3377 ext. 601 | support@processmaker.com | www.processmaker.com

Step Routing	Next Task	Routing Rule	Conditions	Notes
	Sales Follow Up	Single Sequence Flow	N/A

Professional Services - Task 4.1: Professional Services Welcome

PLUG INS AND ADDITIONAL PROGRAMMING REQUIREMENTS 

REPORTS

PROJECT TEAM AND STAKEHOLDERS

REQUIREMENTS FOR START

• Define Reports
• Validate changes with the Sales Executive
• Revision
• Approval of the SOW
  
  

PROJECT AND COMMUNICATION PLAN

@@sugarUserName