Generic Request

ITSM | Helpdesk | Service Desk

Generic Request represents incident management system and perfect fits the companies that provide incident management process. It is designed to be a single channel for submitting all the events that prevent normal workflow.

Generic Request can be used to buid a solid ITSM, Helpdesk, Service Desk system for your company.
A large variety of addons (more than 50) allows to create your own system that will suit even the most demanding companies.
Each addon integrates into the system and provides new functionality.
Build a simple, reliable, free helpdesk system and easily upgrade it to a professional ITSM at any time by installing additional modules.

Key features:

• Custom request Types / Categories
• Global Stage Types
• Custom Stages / Routes for each type of request
• Coloured workflow diagrams
• Ability to setup workflow on the fly from the Diagram View
• Assignments
• System Events: almost any request activity is registered as a system event and can be used for logging or triggering programmed automated actions and route transitions (requires addons installation)
• Configurable custom notifications
• Tools for communication with customers, notes, event planning
• Logging, reports, analysis
• Complete documentation with configuration examples

Additional features provided by add-ons:

• Website Service Desk - Website Interface for Service Desk
• Generic Request (Actions) - Configurable Automated Actions
• Generic Request (Conditional Actions) - Make actions conditional
• Generic Request (Action Project) - Create project tasks via automated actions
• Generic Request (Action Survey) - Send surveys via automated actions
• Generic Request (Conditions) - Use conditions in request settings (e.g. conditions for route transition, assignments, request changes, triggering actions, etc.)
• Generic Request Field - Add custom fields to requests
• Generic Request (mail integration) - Create requests using incoming emails, create requests manually in one click from incoming emails, canned responses using shortcodes
• Generic Request Parent - Parent/child relationship to requests, create subrequests
• Generic Request Project - Link requests with project tasks
• Generic Request Project Timesheet - Log / review work log directly from the request form
• Generic Request Related Document - Link requests with any Odoo documents
• 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) - Automated route transitions by triggers
• Generic Request Service - Use services in requests
• Generic Request SLA - Service Level Agreement
• Generic Request SLA: Log - Log and report events that occur with requests
• Generic Request (Survey) - Send custom surveys from request, view results from the request form
• Website Service Desk (Field) - Custom fields (string) on Website UI
• Website Service Desk (Project) - View projects / tasks related to request on website.
• Website Service Desk (Subrequests) - Parent / child request relation on website
• Website Service Desk (Tag) - 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 - Automated assignments via actions
• Generic Request (Service) - Adds service management and service requests to the system
• Generic team - Team management
• Generic team tag - Tags for teams and team members

You can install (download) additional features, or read documentation directly from the Settings page of Generic Request

Basic Workflow Example

• 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.

Set up types, categories, stage types of requests

Simple type configuration

Create request

Dynamic workflow

Manage requests from kanban

Processing: handle request stages, assign responsible persons

Keep in touch with the user

Schedule activities

Manage activities from the Activity View

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.