Keep incident resolution and longer-term improvement work connected but commercially distinct. Record the immediate outcome, the recurring cause under investigation and the proposed project scope. Preserve support time even when a separate project is recommended, and obtain the required authorization before treating future improvement work as an approved billable engagement.
Understand the decision
A repeatedly failing integration may generate several support tickets while a permanent redesign needs planned engineering effort. Closing the current incident should not hide the recurring problem, and creating a project should not erase the evidence needed to explain the support history or contractual treatment.
Work through the requirements
- Link related incidents without merging evidence.
- Define the proposed improvement outcome.
- Approve project scope and commercial treatment.
| Record or decision | Why it matters |
|---|---|
| Incident history | Preserves symptoms, interventions and outcomes. |
| Problem review | Connects recurring issues and proposed actions. |
| Project authorization | Defines separately approved improvement work. |
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
Moving a ticket into a project can conceal unresolved customer impact if responsibility disappears during handoff. Name the continuing owner and preserve both the immediate service obligation and the decision about longer-term work.
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 ↗