A ticketing, problem, change and asset workflow for IT teams, built on Odoo Enterprise and aligned with ITIL concepts.
Built on Odoo Enterprise by ETripleSoft.
ETripleSoft is an Odoo Gold Partner.
Six connected steps take work from intake to review, all in one database.
Requests and incidents raised by portal, email or direct entry, with auto-generated references, priority from an impact-by-urgency matrix, and an SLA matched automatically.
Tickets routed to teams by manual, round-robin or balanced assignment; Kanban pipeline; On Hold pauses the SLA clock.
Recurring incidents raised as problems with a root-cause pipeline.
A documented workaround creates a knowledge-base article linked to the problem.
Standard, normal and emergency changes. Higher-risk changes require CAB approval before implementation.
Outcome recorded (successful, partial, failed, rolled back) and linked to the originating problem and tickets.
ITIL is a trademark of its owner.
Where agents spend their day.
Go beyond the single ticket.
Know what you run and how you are doing.
Talk to our team about your IT service processes and how they would map to Odoo.
Works on records, with read-only access to configuration.
Full access, including configuration.
Approves changes only.
Deployed in stages, typically starting with tickets, SLAs and knowledge base, then changes and CMDB. Steps: discovery, design, migrate and build, training, go-live and support.
No. It is a separate ITSM application on Odoo Enterprise with its own menus, stages and security groups. It can run alongside the standard Helpdesk app.
Yes, it runs on Odoo Enterprise.
Changes flagged as higher risk, and emergency changes, need CAB approval before implementation can start. Approvals are recorded with who, when and why.
Yes. Moving a ticket to On Hold pauses the SLA clock, and the pause history is auditable.
If a workaround is documented, a knowledge-base article is created and linked to the problem.
Yes. Existing tickets and asset inventory can be imported during the build stage.
It depends on ticket volume, CMDB complexity, integrations and configuration. We scope both after discovery.
Book a consultation and we will talk through your IT service processes and next steps.
