# V2.1 Support Forward Compatibility

Date: 2026-08-30  
Addon: `mcs_operating_system`

## Scope

This note records the forward-compatibility decision for the future MCS Operating System V2.1 Client Support System.

The support/helpdesk system is intentionally not implemented in CEO Dashboard V2. V2 remains focused on the CEO command center, operating dashboard, client-account rollups, project health, capacity, revenue, CEO actions, and internal bets.

## Future Direction

When V2.1 is implemented, first inspect whether Odoo Helpdesk is installed and available.

Preferred approach:

- Extend Odoo native Helpdesk if available.
- Avoid creating duplicate ticket infrastructure unless there is a clear technical reason.
- If Helpdesk is unavailable, document that fact before implementing an alternative.

## Account Health Extension Point

Client account health now routes through extension methods on `res.partner`:

- `_mcs_get_account_health_signals(projects)`
- `_mcs_resolve_account_health(signals)`

CEO Dashboard V2 currently uses project/workstream health as the account-health input.

V2.1 should extend `_mcs_get_account_health_signals` to add support signals such as:

- open support tickets
- critical P0/P1 tickets
- overdue tickets
- SLA breaches
- average first-response time
- average resolution time
- unresolved ticket age
- repeated incidents
- reopened tickets

V2.1 should then update `_mcs_resolve_account_health` only as needed to account for those additional support signals.

## Deferred Support Scope

The following are intentionally deferred to V2.1:

- Support ticket model or Helpdesk extension
- Ticket priorities, categories, teams, and SLA rules
- Client portal ticket submission
- Ticket-to-project-task workflow
- Change-request-to-quotation workflow
- Support time tracking metrics
- Support health dashboard section
- Support health influence on account health

These are not considered missing from CEO Dashboard V2 because they are intentionally scheduled for V2.1.