IT Service Desk (ITSM)

We build an ITIL-aligned service desk as a proper Odoo application on top of base, mail, portal, hr, and your CMDB (it_asset_management_cmdb). At the core is a ticket model (models.Model) supporting four ITIL ticket types — incident, service request, problem, and change — each with its own state machine driven by server and automated actions. Every ticket carries a Many2one to the affected configuration item, so opening a ticket surfaces that asset's full history — prior tickets, owner, location, warranty, and maintenance schedule — pulled straight from the CMDB with no re-keying. Priority is not typed by hand: a compute method with @api.depends('impact_id', 'urgency_id') reads an impact × urgency matrix and derives ticket priority automatically, which in turn selects the applicable SLA policy.

SLA policies attach response and resolution targets to each priority tier, with timers that compute elapsed and remaining time against a working-calendar and fire tiered escalations on breach via ir.cron and automated actions (notify lead, reassign, bump priority). Technician teams support round-robin or load-balanced auto-assignment. An employee self-service portal built on portal and QWeb lets staff raise and track hardware issues, see status, and read suggested knowledge-base articles linked to the ticket category. Tickets can be auto-created from warranty and maintenance schedules or from monitoring webhooks over the JSON-RPC/XML-RPC API; loaner or replacement assets can be tracked against the CMDB while a device is in repair; and time and cost are logged per ticket for internal chargeback. Access is locked down with ir.model.access.csv plus record rules so technicians, team leads, and portal users each see only what they should. Reporting covers MTTR, SLA compliance, and tickets per asset, category, and technician, delivered as Odoo pivots, dashboards, and QWeb PDF reports.

Because this is build-to-order, nothing ships until we agree scope. After you request a quotation we run a short scoping call, confirm your ticket types, SLA matrix, escalation rules, and CMDB fields, then build against your target Odoo version (17.0, 18.0, or 19.0, Community or Enterprise). Typical delivery is 2–4 weeks from confirmed scope, with UAT on a staging database before go-live. Pricing starts from $399 (indicative, single-company base scope); multi-company routing, deeper monitoring/webhook integrations, complex SLA calendars, or migrating a large volume of historical tickets increases the quoted scope.