From Spreadsheets to a Fully-Governed 9-Stage Ticket Lifecycle
Techsource was managing service delivery across spreadsheets, email, and a disconnected accounting system. Tickets had no formal lifecycle. SLAs were tracked manually. Clients had no visibility into service status.
What Was Built
- A nine-stage gated ticket lifecycle: Request, Triage, Assigned, In Progress, Pending Client, Pending Third Party, Resolved, SVR Pending, Closed
- Role-based access control across five roles: Client, Operations, Support, Accounts, Admin
- Automated SLA enforcement with breach notifications and escalation rules
- Customer portal with SVR (Service Verification Report) approval workflow
- Australian GST/BAS compliant accounting in Odoo
- B2B REST API integration enabling external client systems to create tickets directly
Stratum Framework in Practice
The implementation was structured across all four Stratum Framework layers. The nine-stage ticket lifecycle and role-based access logic live in the L3 Implementation Module, isolated from Odoo's standard Helpdesk module. The API integration sits in L2 with its own authentication handler and retry logic.
L3: Implementation Module
9-stage ticket lifecycle, transition rules, SLA automation, SVR workflow, role-based access control.
L2: Base Architecture
B2B REST API with authentication handler, retry logic, and structured error logging.
Need a similar setup for your MSP?
Start with a Feasibility Assessment. Understand what Odoo can do for your operations before committing to a full build.