One incident record from first page to retrospective
IT Incident Response & On-Call unifies on-call scheduling, multi-level escalation, runbooks, customer communications, a public status page, and blameless post-mortems inside the Odoo you already run.
The problem
When a service goes down, teams scramble across six disconnected apps to find who is on call, escalate an unanswered page, pull up the right recovery steps, tell affected customers, and later run a retrospective. Nothing is linked to the incident, so every step means manual handoffs, stale runbooks, and improvised updates while the clock keeps running.
The solution
One incident record carries its severity, on-call responder, full escalation trail, matching runbook, customer communications, public status update, and post-mortem. Escalation fires automatically when nobody acknowledges, and a single update can reach customers privately and the public page at once.
One record, every stage of the incident
Every capability below is implemented in the module.
Unified incident record
Severity, on-call responder, escalation trail, runbook, customer comms, public status, and post-mortem all linked to one incident, closing the fragmentation every competitor leaves open.
Standard incident lifecycle
Stages follow recognized SRE terminology, Investigating, Identified, Monitoring, Resolved, so operators never translate a vague "draft/active/done" label.
On-call scheduling & overrides
Rotations define who is responsible right now; ad-hoc swaps and handover notes are captured with a full who/when audit trail.
Multi-level escalation
A configurable L1/L2/L3 chain reads the live on-call roster, tracks acknowledgment per level, and auto-escalates on SLA timeout, no sleeping responder stalls an incident.
Versioned runbook library
Procedures are categorized, owned, and version-controlled with rollback; overdue review dates are flagged automatically and the matching runbook surfaces on the incident itself.
Trackable checklist execution
Responders check off runbook steps live during the incident, feeding straight into the auto-built timeline instead of being reconstructed from memory afterward.
Customer communications
Segmented contact lists, severity-based templates, and full send tracking keep affected customers informed, with feedback routed to management visibility.
Public status page
A 5-state component taxonomy, dependency mapping, scheduled maintenance windows, and an automatic public timeline, with double opt-in email subscribers.
Blameless post-mortems
An auto-built timeline, root-cause analysis, tracked corrective actions, and a searchable lessons-learned library turn each incident into lasting operational knowledge.
How it works
Detect & classify
An incident opens from a webhook or by hand, severity is assigned, and the matching escalation policy and runbook attach automatically.
Page & escalate
The current on-call responder is paged; an unanswered page past its SLA timer escalates automatically to the next tier.
Respond & communicate
The responder works the runbook checklist while updates publish to subscribed customers and the public status page at the same time.
Resolve & review
Once resolved, the auto-built timeline feeds a blameless post-mortem, with corrective actions tracked to their own close-out.
Frequently asked
No sales fog. If your question isn't here, email us and we'll answer it the same way.
No. This module is the response layer, not a monitoring engine. It accepts inbound incidents from your existing monitoring tools over a webhook, but it does not collect metrics or raise its own alerts.
Buy it on the Odoo App Store
Purchase, download and install directly from the official Odoo Apps Store — you'll always get the latest supported build.
IT Incident Response & On-Call
On-call scheduling, multi-level escalation, versioned runbooks and customer communications on one incident record — with a public status page and blameless post-mortems.
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