Migrate active service agreements, customer-site identities, unresolved tickets and open project commitments with a clear cutover boundary. Reconcile recurring billing periods and any reviewed unbilled work separately from ticket counts. Preserve the source references needed to investigate past incidents while limiting the transfer of sensitive technical information to approved records.
Understand the decision
Historical support exports can contain credentials, private configuration details and obsolete contacts. The migration should deliberately select what belongs in the new system. Active coverage and ownership matter more than copying every message, especially when customers have changed sites or service arrangements over time.
Work through the requirements
- Review sensitive content before importing history.
- Map active coverage and unresolved tickets.
- Reconcile recurring periods and open project charges.
| Record or decision | Why it matters |
|---|---|
| Coverage opening register | Defines active customers, sites and services. |
| Ticket mapping | Preserves unresolved issues and source identity. |
| Billing reconciliation | Explains billed periods and reviewed open charges. |
What would a passing test show?
Use these hypothetical cases in a demonstration. Mark the evidence you have reviewed, then download the checklist. Selections stay in this tab.
Watch for this failure
Bulk-importing support conversations can expose information the target users should not receive. Review data handling and access before loading history, and prioritize accurate active coverage and incident ownership over the size of the imported archive.
Continue the evaluation
This example defines what to verify, rather than promising a particular Odoo feature. Keep a record of the demonstrated result, configuration, unresolved gaps and person who accepts it.
Read the wider implementation guideBring your workflow to the conversation.
Discuss requirements for IT managed service providers in a business needs review. Start with your current systems, the handoff that fails and the result you need to prove.
Sources & scope
The linked product documentation is a starting point for validating your chosen version, edition, apps and hosting. The scenarios and acceptance criteria are editorial planning guidance, not customer case studies or a guarantee of built-in functionality. See how this library is prepared.
Odoo 19: helpdesk after-sales workflows ↗Odoo 19: helpdesk service-level policies ↗Odoo 19: timesheet configuration and recording ↗