Project Name
MTTR Cut 35% for a Global Telecom Operator With Odoo List View Manager
A leading global telecommunications provider managing millions of active subscribers across multiple regions runs a centralised Odoo service desk processing thousands of ticket logs daily across three distinct categories: network infrastructure incidents routed to NOC engineers, customer-facing billing complaints handled by frontline agents, and mass service requests triggered by regional network events. Every user persona saw the same dense, unfiltered list view regardless of role – increasing cognitive load and extending resolution time. The organisation needed a solution deployable rapidly without a disruptive custom development programme. Applying its AI-First approach, Ksolves deployed the List View Manager (LVM) – cutting MTTR by 35%, administrative overhead by 50%, and processing error risk by 80% without a single line of custom backend code.
- Role-Blind Data Views Creating Information Overload: Odoo's standard list view displayed identical fixed columns to every user regardless of role. Billing agents and NOC engineers required entirely different data points but saw the same cluttered grid, forcing agents to mentally filter irrelevant fields on every row scan.
- Cumbersome Record Navigation Consuming Agent Hours: To retrieve a single tracking ID or customer account reference, agents had to open individual ticket records fully - a process that compounded into hours of navigation overhead per agent per day across a service desk processing thousands of daily logs.
- Multi-Step Filtering Delaying Emergency Dispatch: Grouping critical issues by priority or isolating tickets by regional network cluster required multiple sequential filtering steps. During time-sensitive Severity 1 outages, this directly delayed dispatch decisions, with consequences measured in subscriber downtime and SLA breach exposure.
- Manual Bulk Entry for Mass Network Events: Localised network events such as fibre line cuts generated hundreds of near-identical complaint tickets simultaneously. Dispatchers had to create each record individually, converting a system management task into a manual data entry marathon during the moments operational speed mattered most.
- No Visual Priority Differentiation: High-priority Severity 1 outages displayed with identical visual treatment to minor billing queries. Supervisors scanning the dashboard had no instant visual signal to distinguish critical incidents from routine tickets - increasing the risk of priority inversion and delayed escalation.
- Developer Dependency for Any View Customisation: Every request for a department-specific column layout or standardised default view required a developer to write and deploy custom XML view definitions - creating a backlog of routine UX improvements and consuming development capacity.
Ksolves deployed the List View Manager (LVM), a purpose-built Odoo interface module, between agents and the service desk data. LVM transforms rigid, fixed-column views into dynamic, role-aware workspaces without touching the Odoo backend, writing XML, or needing developer involvement. The governing principle: maximum impact with minimum code.
- Dynamic Column Personalisation: Every agent, NOC engineer, and dispatcher can configure their own list view layout using LVM's drag-and-drop column reordering. Each user's configuration auto-saves to their Odoo profile - the exact data columns relevant to their role on every login, with no manual reconfiguration required.
- Inline Field Copying for Instant Data Extraction: Deployed LVM's Copy Field Value feature, allowing agents to extract tracking IDs, account references, and ticket identifiers with a single click directly from the list view - eliminating the need to open individual records for routine data retrieval.
- Row Hover Highlighting and Sequential Indexing: Implemented LVM's visual row highlighting on hover, giving agents a clear active-row indicator when scanning long incident lists. Mandatory sequential serial numbers applied to all entries eliminate row confusion and reduce tracking errors.
- Advanced Multi-Layer Column-Level Search: Activated LVM's Advanced Search bar, allowing supervisors to combine Odoo's native Group By functionality with LVM's column-specific filters - instant isolation of pending critical tickets by severity, region, or engineer in a single search action.
- Bulk Record Duplication for Mass Network Events: Deployed LVM's Duplicate Record from Tree View capability, enabling dispatchers to clone a master complaint ticket template across hundreds of records simultaneously - a regional fibre outage now logs across all affected customers in seconds.
- Admin View Management and Role Standardisation: Gave administrators centralised LVM control to pre-configure, force, lock, and reset default list view layouts for specific teams and roles, eliminating the previous dependency on developer-written XML view definitions.
Technology Stack
| Category | Technology |
|---|---|
| ERP Platform | Odoo — Service Desk & Ticketing Module |
| UI Optimisation | Ksolves List View Manager (LVM) |
| Admin Control | LVM Admin View Management Module |
| Search & Filtering | LVM Advanced Search Bar (Column-Level) |
| Bulk Processing | LVM Duplicate Record from Tree View |
- MTTR Reduced 35%: Dynamic column personalisation, inline copying, and instant search eliminated unnecessary navigation - compressing ticket lifecycle durations by 35%.
- Administrative Overhead Reduced 50%: Admin View Management gives IT teams self-service control over layouts and role standardisation, the developer dependency for routine customisation eliminated.
- Processing Error Risk Reduced 80%: Row Hover Indexing confirms the active row while scanning. Inline Copy eliminates manual transcription across high-volume incident queues.
- Mass Event Logging - Hours to Seconds: Bulk Duplicate Record clones a master complaint template across all affected records simultaneously - a multi-hour entry process reduced to seconds.
- User Experience Improved 90% Across All Personas: Tailored per-role views deliver a focused workspace for every persona; NOC engineers, billing agents, and supervisors each see only what's relevant.
“Our agents used to click into every single record just to get one piece of data. Now they have exactly the columns they need on their screen – nothing more, nothing less. The improvement in how quickly our NOC team can isolate a Severity 1 incident has been remarkable.”
– Head of Network Operations / Director of Customer Experience.
A global telecom operator processing thousands of daily service desk tickets on Odoo, losing agent hours to rigid role-blind list views, was transformed into a dynamic, role-aware service desk through Ksolves Odoo development services. The List View Manager delivered per-user column layouts, inline field copying, visual row indexing, column-level advanced search, and bulk record duplication – all through configuration, with no custom backend code. MTTR dropped 35%, administrative overhead fell 50%, processing error risk fell 80%, and mass network event logging went from hours to seconds.
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