v 11.0 v 12.0 Third Party 7142
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Required Apps Website Builder (website)
Included Dependencies
Technical Name bureaucrat_helpdesk_lite
LicenseLGPL-3
Websitehttps://crnd.pro
Also available in version v 13.0 v 12.0
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Required Apps Website Builder (website)
Included Dependencies
Technical Name bureaucrat_helpdesk_lite
LicenseLGPL-3
Websitehttps://crnd.pro
Also available in version v 13.0 v 12.0

Bureaucrat Helpdesk Lite

Incident Management

License: OPL-1 docs docs CR&D


Bureaucrat Helpdesk module allows you to organize a company service desk. You can configure categories, types, stages, set up routes of requests and provide request handling.

This bundle consists of the following modules:

  • Generic Request - allows to configure and handle requests. You can read the Generic Request module guide for more information about requests configuration.
  • Website Service Desk - provides website interface for submiting requests by the users. Read the Website Service Desk module guide for more information.

This bundle has a most basic set of modules. For more advanced request configuration you need to install additional modules or another bundle.

Main Features:

  • Custom requests types
  • Custom request categories/subcategories
  • Configurable stages and dynamic routes for every type of request
  • Use different colors for each request type, category
  • Workflow diagram
  • Custom sequences for generating request names
  • Customers can submit requests from your website
  • Customers can attach documents. Images or screenshots can be attached by simply Ctrl+C => Ctrl+V
  • Customers can check status/log of submitted requests from the website
  • Internal chatter for User/Support communication
  • Planning activities
  • Requests's management using assignment to person/persons/team
  • Reassign requests, add followers
  • Logging requests
  • ...

The main idea:

  • Administrator configures request settings (categories, types, etc.).
  • Users provides the necessary information about the incident step by step by selecting the categoty, type of request, and filling the required fields using the website interface.
  • Submitted requests step by step follow the route defined in request type until resolved.
  • On each request stage, various activities may be planned and responsible persons can be assigned.
  • Request operators are always keep in touch with the users while handling the requests.
  • All incidents are documented and tracked. Reports generated while managing the incidents allow defining the problem areas and create the ways for their preventing.
requests_overview


Set up requests

request_type_configuration


Submitting request by the user

submit_request


Users can track requests on website

request_overview_by_user


Requests processing

requests_handle


Schedule activities

schedule activity


Manage activities from the Activity View (only works in Odoo version 12)

activity view


Request's dynamic workflow

dynamic_workflow


The Bureaucrat Helpdesk Lite bundle is part of the Bureaucrat ITSM project. You can try it by the links below.

Note: There is an Odoo bug that raises an error on the diagram view. It appears when the diagram object has 2 fields (one2many + many2one) that points to related nodes.

To fix the diagram view:

  • You can install the CRND Web Diagram Fix addon
  • Or you can apply patch from this pull request manually



Real examples of Service Desk / Helpdesk systems successfully implemented using Bureaucrat modules:



You may be interested in our products

Helpdesk
Helpdesk Plus
Helpdesk Pro
Helpdesk Ultimate


See the Products Comparison Table to view the differences between our products.

Launch your own ITSM system in 60 seconds:

Create your own Bureaucrat ITSM database yodoo.systems

Maintainer

CR&D
Website Contact us Bug Requests

This module is maintained by the Center of Research & Development company.

We can provide you further Odoo Support, Odoo implementation, Odoo customization, Odoo 3rd Party development and integration software, consulting services. Our main goal is to provide the best quality product for you.

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