Project, timesheets, Planning, Field Service and Helpdesk

Projects and tasks, timesheets and billing, Planning (now including field service), and Helpdesk with SLAs.

In this lesson

Projects, tasks and timesheets (Odoo 20 dashboard and roles)
Planning, now with Field Service
Helpdesk and SLAs

Key points

project.project, project.task; timesheets are account.analytic.line
Service sales can create tasks/projects and invoice on timesheets or milestones
Odoo 20: new dashboard, Project Roles; old profitability report removed
Field Service folded into Planning in Odoo 20; Helpdesk SLAs and ratings

Real-world example

An Abuja IT support company billed clients from paper job sheets. Helpdesk with SLA policies per contract tier, timesheets on tickets, Planning for on-site visits (field service features in Odoo 20) and invoicing on timesheets turned 'Friday billing day' into an automatic monthly run.

Questions and answers

What does an SLA policy measure?

Targets like time to first response or resolution, per team/ticket type/priority.

What must you check when upgrading a client who used Field Service to Odoo 20?

Views, reports and Studio customisations referencing the Field Service module, now part of Planning.

Read the full lesson, worked example and quiz