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Included Dependencies
Lines of code 10905
Technical Name generic_request
Also available in version v 15.0 v 13.0 v 10.0 v 12.0 v 14.0
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Included Dependencies
Lines of code 10905
Technical Name generic_request
Also available in version v 15.0 v 13.0 v 10.0 v 12.0 v 14.0

Generic Request

Incident Management

License: OPL-1 docs CR&D

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.
Key features:
  • 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!

other settings

A simple workflow process with requests

Set up types, categories, stage types of requests

start configure

Type configuration

configure type

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)

activity view

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:

You may also be interested in our Helpdesk bundles

Helpdesk Lite
Helpdesk Plus
Helpdesk Pro
Helpdesk Ultimate

Our Service Desk bundles

Service Desk
Service Desk Plus
Service Desk Pro
Service Desk Ultimate

Launch your own ITSM system in 60 seconds:

Create your own Bureaucrat ITSM database yodoo.systems


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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