| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Employees (hr) • Inventory (stock) • Invoicing (account) • Purchase (purchase) • Website (website) |
| Lines of code | 4906 |
| Technical Name |
esl_service_ops |
| License | OPL-1 |
| Website | https://ebitdasolutions.com |
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Employees (hr) • Inventory (stock) • Invoicing (account) • Purchase (purchase) • Website (website) |
| Lines of code | 4906 |
| Technical Name |
esl_service_ops |
| License | OPL-1 |
| Website | https://ebitdasolutions.com |
ESL Ticket Tracking Recovery
FOR PORTAL USER
Business Management Suite
Complaint & Ticketing | Import Container Tracking | Recovery & Commission Management
Complete Business Suite for Import & Recovery Operations.
ESL Ticket Tracking Recovery Business Management Suite is a custom Odoo 19 module built specifically for import businesses. It combines three powerful modules — a Complaint & Ticketing system with engineer field assignments, an Import Container Tracking system for monitoring shipments from China to warehouse, and a Recovery & Commission Management system with automated WhatsApp payment reminders. Designed to streamline day-to-day operations, reduce manual effort, and keep your team organized.
🎫 Complaint & Ticketing System
Complaint & service ticket management with engineer field assignments and priority tracking.
🚢 Import Container Tracking System
Track import shipments from China to warehouse with complete status management and BL tracking.
💰 Recovery & Commission Management
Manage recovery cases, personnel commissions, and automated WhatsApp payment reminders.
KEY HIGHLIGHTS
Smart Ticketing System
Manage service complaints with kanban workflow, priority stars, engineer assignment, and full ticket history tracking.
Engineer Availability Tracking
Monitor field engineer availability status in real-time — Full, Partially, or Unavailable — for smarter ticket assignment.
Container Shipment Tracking
Track import containers from China with BL numbers, ETA dates, customs clearance status, and warehouse receipt confirmation.
Recovery & Commission Management
Manage customer recovery cases with aging buckets, outstanding balances, and automated commission calculations for recovery personnel.
Operations Dashboard — Live Business Metrics
Central dashboard providing real-time overview of all operations including Active Tickets, Active Shipments, Total Outstanding amount, and Field Engineers status. Quick visibility into ticket workflow stages, SLA breaches, urgent priorities, and real-time operational metrics.
Service Desk — Ticket Status & Engineer Availability
Service Desk overview displaying tickets across workflow stages: Open, Assigned, In Progress, On-Spot, On Hold, and Resolved Today. Field Engineers section shows real-time availability status.
Recovery Desk — Collections Overview & Container Pipeline
Recovery Desk showing Total Outstanding, Today's Collection, and Month-to-Date Collected. Summary includes Pending Cases, days Overdue, Commission Earned, and Awaiting Approval. Import Container Tracking displays pipeline.
Public Ticket Form — Create Support Ticket
Customers can submit a service ticket without logging in at /ticket. The public form collects Name, Phone/WhatsApp Number, Issue Title, Issue Type, and Description. After submission, the customer receives a WhatsApp tracking link automatically.
Public Ticket Tracking — Open Status
After ticket submission, customer is redirected to a public tracking page (accessible via WhatsApp link). Ticket TKT/2026/00005 "AC issue" shows Status: Open with a message that the team is reviewing and an engineer will be assigned shortly.
Backend — Tickets Kanban Board (Open Stage)
Admin/Manager view of the Service Tickets Kanban board. Newly submitted ticket TKT/2026/00005 "AC issue" from Ahmed Ali appears in the Open column, ready to be assigned to an engineer.
Engineer Employee Profile — Service Engineer Setup
Employee profile of field engineer "aaa" with the Service Engineer checkbox enabled under the Work tab. This flag marks the employee as an ESL service engineer eligible for ticket assignments.
Ticket Detail — Assigned to Engineer (Backend)
Backend ticket detail view for TKT/2026/00005 showing full classification (Technical Issue, Medium Priority), customer info (Ahmed Ali, 923080051333), Engineer Assignment (aaa), and timing details. Status pipeline at top shows current Assigned stage.
Public Tracking — Engineer Assigned Status
Customer's public tracking page updates to show Status: Assigned with the Assigned Engineer card displaying engineer name (aaa), contact info, and the customer's submitted location (213 abc colony lahore).
Engineer Portal — Action Panel: Start Travelling
Engineer logs into portal at /my/assigned_ticket and sees the full ticket detail with customer info, complaint type, customer location (213 abc colony lahore), and Engineer Status: not_started. The Action Panel shows a location input field and Start Travelling button to begin the field visit.
Public Tracking — Engineer Travelling in Real-Time
Customer's public tracking page updates automatically when engineer starts travelling. Status badge changes and a yellow alert shows "The engineer is currently travelling to your location!" with current location tracking. Customer can follow along in real-time.
Engineer Portal — Arrive & Start Work
Engineer portal action panel updates after clicking Start Travelling — Engineer Status now shows "travelling" and the Arrive & Start Work green button appears. Engineer clicks this button upon arrival at the customer site to begin work.
Public Tracking — Engineer Working On-Site
Customer's public tracking page shows Status: in_progress with a red location pin alert "The engineer has arrived and is working on your issue." Customers are kept informed at every step of the service process without needing to call or follow up.
Engineer Portal — Work Panel: Resolve, Hold or Failed
While working on-site, the engineer's Action Panel shows three action buttons: Put on Hold (yellow), Mark as Resolved (green), and Could Not Resolve (red). Engineer can also select the Product Used and add Resolution Notes before closing the ticket.
Public Tracking — Issue Resolved Confirmation
Customer's public tracking page shows Status: resolved with a green "Issue has been resolved!" confirmation banner. Assigned engineer name and submitted location are displayed. Customer also receives a WhatsApp message with a link to submit feedback.
Customer Feedback — Star Rating & Remarks Submitted
After resolution, customers submit a star rating and written remarks from the public tracking page. The submitted feedback is confirmed with a green "Feedback Submitted" card showing the rating stars and remarks — helping management track service quality per engineer.
Container Tracking — Shipment Form (Draft)
Container tracking form showing shipment details including vessel name, voyage number, port of origin (China), port of destination (Karachi), freight agent, and key metrics like Days in Transit, Days Until Arrival, Total Cost, and GRN. Status pipeline is visible across the top.
Container Stage — Dispatched from China
Container record updated to "Dispatched from China" stage. The status pipeline at the top clearly shows the shipment's current position in the journey — from dispatch through transit, Karachi port arrival, customs, and warehouse receipt.
Container Stage — In Transit to Karachi
Shipment progressed to "In Transit to Karachi" stage. The pipeline tracker at the top highlights the active stage while showing all upcoming stages — Arrived at Karachi Port, Customs Clearance Started, Customs Cleared, and Released from Port.
Container Stage — Received in Warehouse + GRN Generated
Final stage showing the container received in warehouse with GRN (Goods Receipt Note) auto-generated as GRN/CNT/2026/0003. The GRN Generated flag is checked, confirming successful end-to-end shipment tracking completion.
Customer Portal — Container Tracking List
Customer-facing portal page listing all containers with their Container number, Port of Origin, Port of Destination, current Stage, and Current Location — giving customers full transparency on their shipment status.
Customer Portal — Container Detail with Items
Container detail page visible to customers showing current stage, origin, destination, expected arrival date, and the Items table listing all products inside the container with quantity and status information.
Recovery Case — Outstanding Amount & WhatsApp Reminder
Recovery case form showing customer details, total outstanding amount (PKR 50,000), collected amount, remaining balance, payment due date, aging bucket, and recovery details. Includes action buttons to Start Recovery, Record Payment, Send WhatsApp Reminder, Mark Disputed, or Write Off.
Customer Portal — Recovery Cases List
Customer-facing portal listing all recovery cases with Case number, Customer name, Outstanding amount, Collected amount, Remaining balance, Due Date, and current Status (Open / Disputed) — providing full payment transparency to customers.
Customer Portal — Submit Payment Request
Customer payment submission form showing remaining amount, due date, and a form to submit payment details including Amount (PKR), Payment Method (Bank Transfer, Cash, etc.), and Reference/Transaction ID — all pending admin approval before balance updates.
Payment History — Submitted Payment Log
Payment history table on the customer portal showing submitted payment entries with Date, Amount, Payment Method, Reference number, and Status (Submitted / Approved) — allowing customers to track all their payment submissions.
Recovery Personnel — Commission Overview
Recovery personnel list showing each recovery agent with their Commission Type (Percentage of Collection or Fixed), Total Cases assigned, Total Amount Collected, Total Outstanding, and Collection Rate — all in one place for performance monitoring.
Commission Records — Payment Tracking
Commission records list displaying each commission entry with Commission number, Date, Recovery Person, Customer, Collected Amount, Commission Amount, Commission Type, and Payment Status (Paid / Pending) — for complete commission payment tracking.
Service Ticket Management with Kanban Board
Engineer Field Assignment & Availability
Import Container Tracking (China to Warehouse)
BL Number & ETA Shipment Management
Recovery Cases with Aging Buckets
Commission Calculation & WhatsApp Reminders
Release 19.0.1.0.0
Initial Release- Complaint & Service Ticketing System with engineer field assignments
- Kanban-based ticket workflow with priority management
- Engineer availability tracking (Full / Partial / Unavailable)
- Import Container Tracking from China to warehouse
- BL number, ETA, and customs clearance status management
- Recovery Cases management with aging buckets and dispute tracking
- Recovery Personnel commission management (Percentage & Fixed)
- Commission Records with payment status tracking
- Automated WhatsApp payment reminders
Our Services
Odoo Proprietary License v1.0 This software and associated files (the "Software") may only be used (executed, modified, executed after modifications) if you have purchased a valid license from the authors, typically via Odoo Apps, or if you have received a written agreement from the authors of the Software (see the COPYRIGHT file). You may develop Odoo modules that use the Software as a library (typically by depending on it, importing it and using its resources), but without copying any source code or material from the Software. You may distribute those modules under the license of your choice, provided that this license is compatible with the terms of the Odoo Proprietary License (For example: LGPL, MIT, or proprietary licenses similar to this one). It is forbidden to publish, distribute, sublicense, or sell copies of the Software or modified copies of the Software. The above copyright notice and this permission notice must be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.
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