bench get-app https://github.com/Marwan-badr543/support_management_frappe_app

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Support Management

Manage all stages of customer support issues in one place with a multi-level workflow — from Customer Service to Technician to Maintenance Technician — built on Frappe/ERPNext.

Features

• Multi-stage workflow — Issues move through states: Draft → Customer Service → Technician → Maint Tech → Closed (with Reject/Reopen)
• Auto-creation of sub-documents — Tech and Maintenance Tech issue documents are created automatically as the workflow progresses
• Custom fields on Issue — Add item code, serial number, report, visit date/time, technician assignment, and address directly on the standard Issue doctype
• Maintenance Visit integration — Create ERPNext Maintenance Visits from Tech issues with one click
• Role-based permissions — Row-level access control for Technicians and Maintenance Technicians
• Auto-setup on install — Role Profiles (Technician, Maintenance Technician) are created automatically
• Serial number filtering — Filter serial numbers by item code and "Delivered" status on the Issue form

Workflow

Draft → Customer Service → Technician → Maint Tech → Closed
                                                    ↘ Rejected

1. Customer Service — Agent receives the issue, fills in a report, and assigns a Technician
2. Technician — Visits the customer, inspects the item, fills a report. Can escalate to Maint Tech or Close
3. Maint Tech — Handles pickup, repair, and return. Can create a Maintenance Visit in ERPNext

Doctypes

Doctype	Purpose
CS Support Issue	Customer Service issue tracking (subject, customer, status, priority, description, report)
Tech Supprot Issue	Technician-level issue (visit info, pickup info, item/serial details, maintenance tech assignment)
Maint Tech Supprot Issue	Maintenance technician issue (pickup info, description, report)

Installation

Prerequisites

• Frappe Bench (v15+)
• ERPNext installed on your site

Steps

# Navigate to your bench directory
cd ~/frappe/bench

# Get the app
bench get-app https://github.com/Marwan-badr543/support_management_frappe_app

# Install the app on your site
bench --site your-site.com install-app support_management

After installation, the app will: - Add custom fields to the Issue doctype (Item Code, Serial Number, Report, Technician, Visit Date/Time, Address, etc.) - Add a custom field to Maintenance Visit (custom_tech_issue) - Create 3 workflows: supprot managemtn, tech, and maint tech - Create Role Profiles: Technician and Maintenance Technician - Add the Workflow State values: Draft, Closed, Technician, Customer Service, Maint Tech, Rejected

Usage

1. Create an Issue

Create a new Issue record. The available fields include: - Item Code — Link to Item - Serial Number — Filtered by selected item (only "Delivered" serials shown) - Report — Customer service agent's report - Visit Date / Visit Time — Scheduled tech visit - Technician — Assigned technician (User) - Address — Customer address for the visit

2. Move through the workflow

• Draft → Customer Service — Fill in your Report and transition
• Customer Service → Technician — Fill in Item Code, Serial Number, Technician, Visit Date/Time, Address
• Technician → Maint Tech — Fill in Description, Report, Maintenance Technician, Pickup Date/Time
• Technician → Closed — If the issue is resolved on-site
• Maint Tech → Closed — Create a Maintenance Visit to record the work done

3. Create a Maintenance Visit (Tech)

On the Tech Supprot Issue form, click Create Maintenance Visit — this generates an ERPNext Maintenance Visit with the item, serial number, report, and customer details pre-filled.

Permissions

Role	Access
System Manager	Full access to all doctypes
Customer Service	Create/Read/Write/Delete on CS Support Issue
Technician	Read/Write on Tech Supprot Issue (scoped to assigned technician)
Maintenance Technician User	Read/Write on Maint Tech Supprot Issue (scoped to assigned maint tech)

Contributing

This app uses pre-commit for code formatting and linting. Please install pre-commit and enable it for this repository:

cd apps/support_management
pre-commit install

Pre-commit is configured to use the following tools:

• ruff
• eslint
• prettier
• pyupgrade

CI

This app uses GitHub Actions for CI:

• CI — Installs the app and runs unit tests on every push to main
• Linters — Runs Frappe Semgrep Rules and pip-audit on every pull request

License

MIT