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.
9
Ticket Lifecycle Stages
5
Role-Based Access Levels
B2B
REST API
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
Before and After
Before
- Service delivery managed across spreadsheets and email
- No formal ticket lifecycle or stage gating
- SLAs tracked manually with no breach alerts
- Clients had zero visibility into service status
- Disconnected accounting system
After
- Nine-stage gated ticket lifecycle with transition rules
- Role-based access control across five defined roles
- Automated SLA enforcement with breach notifications
- Customer portal with SVR approval workflow
- Australian GST/BAS compliant accounting in Odoo
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.
Client Configuration
Client-specific SLA thresholds, notification rules, and portal branding configured per tenant.
Implementation Module
9-stage ticket lifecycle, transition rules, SLA automation, SVR workflow, role-based access control.
Base Architecture
B2B REST API with authentication handler, retry logic, and structured error logging.
Odoo Core
Standard Helpdesk, Accounting, and Portal modules, unmodified and upgrade-safe.
The Outcome
9
Governed lifecycle stages
B2B API
External systems create tickets directly
SVR
Portal-based service verification
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