How to triage Odoo support issues without creating a backlog

Good Odoo support triage captures business impact, reproducible evidence, affected scope, severity, ownership, workaround, and the next decision.

A queue full of “urgent” tickets gives no useful priority. Support works when the team can distinguish business interruption from inconvenience, reproduce the behaviour, and route the issue to the right owner. Capture the business impact Record who is blocked, which process and company are affected, how many transactions are involved, whether a deadline or legal control is at risk, and whether a safe workaround exists. Collect reproducible evidence Include user, record reference, time, expected result, actual result, steps, screenshot, and recent changes. Avoid sending passwords, customer secrets, or unnecessary personal data. Classify before assigning Separate software defect, configuration, permission, data, integration, performance, infrastructure, training, and change request. The correct owner and response differ for each category. Close the operational loop Document the fix or decision, affected records, validation, deployment, user confirmation, and prevention action. Recurring issues should lead to monitoring, training, data control, or a root-cause improvement. Practical checklist Prioritise with impact, urgency, scope, and workaround. Require record references and repeatable steps. Classify the issue before routing it. Track owner, next action, target, and user communication. Review repeated issues for root-cause work. Final decision The purpose of triage is not to answer tickets in arrival order. It is to protect operations and move each issue toward the right evidence-based decision.