| Included Dependencies | Show |
| Lines of code | 10905 |
| Technical Name |
generic_request |
| License | LGPL-3 |
| Website | https://crnd.pro |
| Also available in version | v 15.0 v 13.0 v 10.0 v 12.0 v 14.0 |
Generic Request
Incident Management
Generic Request is an application developed by the Center of Research & Development company.
It represents incident management system and perfect fits the companies that provide incident management process.
The Generic Request application is designed to be the single channel for submitting all the events that prevent normal workflow.
The main idea:
- Administrator configures request settings (categories, types, services, etc.).
- User provides all information about incident by filling necessary fields and creates request.
- 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.
- Automatic Routes
- Dynamic Workflow
- Service Level Agreements
- Subrequests
- Related Requests
- Reopen Requests
- Services (use in requests)
- Resources (use in requests)
- Approvements (as subrequests)
- Request Priority
- Tags
- Custom Fields (string only)
You can customize requests structure depending on the installed modules:
Most of these features require additional installation!
A simple workflow process with requests
Set up types, categories, stage types of requests
Type configuration
Request creating by the user
Request's dynamic workflow
Handle the request stages, assign responsible persons
Keep in touch with the user
Schedule activities
Manage activities from the Activity View (only works in Odoo version 12)
Manage requests from the kanban view
Read the Generic Request module guide for more information.
The Generic Request module is part of the Bureaucrat ITSM project. You can try it by the references 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
Advanced add-ons:
- Website Service Desk - provides website interface for service desk
- Generic Request (Actions) - assign actions that will be performed when the request moves along the route
- Generic Request (Conditional Actions) - make actions conditional
- Generic Request (Action Project) - project tasks can be created using automated actions
- Generic Request (Action Subrequest) - subrequests can be created using automated actions
- Generic Request (Conditions) - use conditions while working with requests
- Generic Request Field - additional information fields to be configured for specific request types
- Generic Request Field Service - when setting up additional data fields in requests, you can specify for which service to use them
- Generic Request (mail integration) - create requests using incoming emails
- Generic Request Parent - adds a parent/child relationship to requests; create subrequests
- Generic Request Project - link requests with project tasks
- Generic Request Related Document - link any Odoo documents with requests
- Generic Request Related Requests - establish links between requests
- Generic Request Reopen As - reopen closed requests with a new type of request
- Generic Request (Auto route) - automation addon; requests can be moved automatically between stages under certain conditions (by the trigger)
- Generic Request Service - allows to use services in requests
- Generic Request SLA - use Service Level Agreement when dealing with requests
- Generic Request SLA: Log - log and report events that occur with requests
- Generic Request SLA (Service) - allows you to specify different SLA limit and warn times per service
- Website Service Desk (Field) - adds custom fields (string) on website UI
- Website Service Desk (Field + Service) - if this module is installed, only fields that have no related services or related service is equal to selected service will be shown
- Website Service Desk (Service) - allows to use services on website
- Website Service Desk (Subrequests) - adds links between parent and child requests on website
- Website Service Desk (Tag) - use tags in requests on website
- Generic Assignment - create and use custom assign policies and rules
- Generic Assignment HR - additional HR related options for assignments
- Generic Assignment Project - additional assignment options related to project and task
- Generic Request Assignment - use custom assignment policies and rules when processing requests
- Generic Request Action Assignment - use assignments in request actions
- Generic Request (Action Subrequest Assignment) - you can select an assignment policy for the subrequest that will be created by automated action
- Generic Request (Service) - adds service management and service requests to the system
- Website Service Desk (Service) - adds service requests on website
- Generic Request (mail service) - allows you to select services when creating requests by email
- Generic Request Field Service - when setting up additional data fields in requests, you can specify for which service to use them
- Website Service Desk (Field + Service) - on the website, custom fields will be displayed depending on a service
- Generic Request SLA (Service) - different SLA limits and warning times per service
- Generic team - team management
- Generic team tag - tags for teams and team members
You may also be interested in our Helpdesk bundles
Our Service Desk bundles
Launch your own ITSM system in 60 seconds:
Create your own Bureaucrat ITSM database
Maintainer
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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