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Required Apps Website (website)
Included Dependencies
Technical Name bureaucrat_helpdesk_lite
LicenseOPL-1
Websitehttps://crnd.pro
Also available in version v 13.0 v 11.0 v 12.0
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Required Apps Website (website)
Included Dependencies
Technical Name bureaucrat_helpdesk_lite
LicenseOPL-1
Websitehttps://crnd.pro
Also available in version v 13.0 v 11.0 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:



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

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.

Odoo Proprietary License v1.0

This software and associated files (the "Software") may only be used (executed,
modified, executed after modifications) if you have purchased a valid license
from the authors, typically via Odoo Apps, or if you have received a written
agreement from the authors of the Software (see the COPYRIGHT file).

You may develop Odoo modules that use the Software as a library (typically
by depending on it, importing it and using its resources), but without copying
any source code or material from the Software. You may distribute those
modules under the license of your choice, provided that this license is
compatible with the terms of the Odoo Proprietary License (For example:
LGPL, MIT, or proprietary licenses similar to this one).

It is forbidden to publish, distribute, sublicense, or sell copies of the Software
or modified copies of the Software.

The above copyright notice and this permission notice must be included in all
copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT.
IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM,
DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE,
ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER
DEALINGS IN THE SOFTWARE.

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Thanks for your fast answer
by
Ethicweb
on 2/21/20, 11:12 AM

I apologize for my bad comment, and I understand your explanations . I cannot change my first comment in a better way (or i didn't find the way to..) Anyway your extensions are still very expansive...

Re: Thanks for your fast answer
by
CR&D
on 2/26/20, 9:10 AM Author

Hi, thanks for changing your comment. Can you allso update comment for 11.0 and 13.0 versions, please? Thanks


Wonderful!
by
Danya
on 8/14/19, 9:59 AM

I tried to use third party helpdesks couple times, but none of them really worked as they should/as I wanted. This one works amazing and easy to use. Thanks to developers!


Be carefull !!
by
Ethicweb
on 2/21/20, 8:35 AM

This module is absolutly no free ! For nothing (money) you have nothing ! To make it working with basic fonctionnality, you have to buy expensives addons (for example to receive a mail when a ticket is created you have to pay 100 € !!). So search other addons which will do more for less money...

Re: Be carefull !!
by
CR&D
on 2/21/20, 10:34 AM Author

Hi, Thanks for your comment. It is possible to configure helpdesk lite to receive email on ticket create. By default, notification on request created will be sent to author of request (to confirm that request was created providing its number). If you want to receive notifications when request is created, then you need to subsicribe on Request Type (there is subscription type Request Created), and you will receive notification for each created request (in usual way odoo work). And yes, if you want to receive nice email with custom template, you need to buy addon Generic Request (Actions), that allows you to execute custom actions on different request events. But again, it is still possible to do same in free version: you only need to install base_automation module, and create standard odoo's automated action, that will call custom mail template. Few more things, we have regular releases that introduce new features and improvements, and a lot of improvements are maid to free versions. Just take a look at our latest release https://crnd.pro/blog/bureaucrat-itsm-1/post/new-bureaucrat-release-53. And it is essential that we want to get some benefit for our efforts. Additionally, we have good test coverage for our product (near 94%), and our code works well. We activelly support versions from 11.0 to 13.0 (including free version). Additionally, some times we move some paid features to our free app. For example in last release we have merged into core Request Kinds, and Priorities, that were paid before. In next release few more features will be merged into core, and new features will be added to paid versions. But thanks again for your comment, may be we will add some documentation on configuration of free version. Maybe not. But thanks. If you want to get more info on your question, please contact us at info@crnd.pro. With regards, CR&D Team


Suggestion
by
anibalespanol@gmail.com
on 10/4/19, 10:59 PM

Should be great if kanban view was available for request


Wonderful!
by
axel.guzman@ga-integraciones.com
on 9/25/19, 2:55 AM

Is it supposed to send email when creating the ticket?

Re: Wonderful!
by
CR&D
on 9/25/19, 3:17 AM Author

When you configure type of request, you can see a tab "Notifications". There is you can configure notifications settings.


lessc error: "Could not execute command 'lessc'"
by
Lyon Liang
on 8/7/19, 10:38 PM

My Odoo version 12.0, for this error I solved this problem based on following link: This could be solved: https://www.odoo.com/forum/help-1/question/what-does-this-error-mean-on-odoo-could-not-execute-command-lessc-60439 Suggest to add corresponding dependencies into __manifest__?