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v 13.0 Third Party 22
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Required Apps Website (website)
Included Dependencies
Technical Name bureaucrat_helpdesk
LicenseOPL-1
Websitehttps://crnd.pro
Also available in version v 11.0 v 12.0
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Required Apps Website (website)
Included Dependencies
Technical Name bureaucrat_helpdesk
LicenseOPL-1
Websitehttps://crnd.pro
Also available in version v 11.0 v 12.0

Bureaucrat Helpdesk

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.
  • Generic Request Priority - allows to add priority to requests. Read the Generic Request Priority module guide for more information.

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

We also have very useful modules to improve mail functions.

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
  • Kinds of request
  • Request priority
  • 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 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 Lite
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.

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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ERROR
by
rafeeqpba@gmail.com
on 6/17/20, 9:17 AM

Odoo Server Error Traceback (most recent call last): File "/opt/odoo/odoo/odoo/tools/convert.py", line 713, in parse self._tag_root(de) File "/opt/odoo/odoo/odoo/tools/convert.py", line 675, in _tag_root f(rec) File "/opt/odoo/odoo/odoo/tools/convert.py", line 333, in _tag_function _eval_xml(self, rec, env) File "/opt/odoo/odoo/odoo/tools/convert.py", line 201, in _eval_xml args.append(_eval_xml(self, child, env)) File "/opt/odoo/odoo/odoo/tools/convert.py", line 205, in _eval_xml return odoo.api.call_kw(model, method_name, args, kwargs) File "/opt/odoo/odoo/odoo/api.py", line 395, in call_kw result = _call_kw_multi(method, model, args, kwargs) File "/opt/odoo/odoo/odoo/api.py", line 382, in _call_kw_multi result = method(recs, *args, **kwargs) TypeError: search() missing 1 required positional argument: 'domain' During handling of the above exception, another exception occurred: Traceback (most recent call last): File "/opt/odoo/odoo/odoo/http.py", line 619, in _handle_exception return super(JsonRequest, self)._handle_exception(exception) File "/opt/odoo/odoo/odoo/http.py", line 309, in _handle_exception raise pycompat.reraise(type(exception), exception, sys.exc_info()[2]) File "/opt/odoo/odoo/odoo/tools/pycompat.py", line 14, in reraise raise value File "/opt/odoo/odoo/odoo/http.py", line 664, in dispatch result = self._call_function(**self.params) File "/opt/odoo/odoo/odoo/http.py", line 345, in _call_function return checked_call(self.db, *args, **kwargs) File "/opt/odoo/odoo/odoo/service/model.py", line 93, in wrapper return f(dbname, *args, **kwargs) File "/opt/odoo/odoo/odoo/http.py", line 338, in checked_call result = self.endpoint(*a, **kw) File "/opt/odoo/odoo/odoo/http.py", line 909, in __call__ return self.method(*args, **kw) File "/opt/odoo/odoo/odoo/http.py", line 510, in response_wrap response = f(*args, **kw) File "/opt/odoo/odoo/addons/web/controllers/main.py", line 1323, in call_button action = self._call_kw(model, method, args, kwargs) File "/opt/odoo/odoo/addons/web/controllers/main.py", line 1311, in _call_kw return call_kw(request.env[model], method, args, kwargs) File "/opt/odoo/odoo/odoo/api.py", line 395, in call_kw result = _call_kw_multi(method, model, args, kwargs) File "/opt/odoo/odoo/odoo/api.py", line 382, in _call_kw_multi result = method(recs, *args, **kwargs) File "", line 2, in button_immediate_install File "/opt/odoo/odoo/odoo/addons/base/models/ir_module.py", line 72, in check_and_log return method(self, *args, **kwargs) File "/opt/odoo/odoo/odoo/addons/base/models/ir_module.py", line 463, in button_immediate_install return self._button_immediate_function(type(self).button_install) File "/opt/odoo/odoo/odoo/addons/base/models/ir_module.py", line 573, in _button_immediate_function modules.registry.Registry.new(self._cr.dbname, update_module=True) File "/opt/odoo/odoo/odoo/modules/registry.py", line 85, in new odoo.modules.load_modules(registry._db, force_demo, status, update_module) File "/opt/odoo/odoo/odoo/modules/loading.py", line 420, in load_modules loaded_modules, update_module, models_to_check) File "/opt/odoo/odoo/odoo/modules/loading.py", line 312, in load_marked_modules perform_checks=perform_checks, models_to_check=models_to_check File "/opt/odoo/odoo/odoo/modules/loading.py", line 222, in load_module_graph load_data(cr, idref, mode, kind='data', package=package, report=report) File "/opt/odoo/odoo/odoo/modules/loading.py", line 68, in load_data tools.convert_file(cr, package.name, filename, idref, mode, noupdate, kind, report) File "/opt/odoo/odoo/odoo/tools/convert.py", line 737, in convert_file convert_xml_import(cr, module, fp, idref, mode, noupdate, report) File "/opt/odoo/odoo/odoo/tools/convert.py", line 804, in convert_xml_import obj.parse(doc.getroot()) File "/opt/odoo/odoo/odoo/tools/convert.py", line 722, in parse exc_info[2] File "/opt/odoo/odoo/odoo/tools/pycompat.py", line 13, in reraise raise value.with_traceback(tb) File "/opt/odoo/odoo/odoo/tools/convert.py", line 713, in parse self._tag_root(de) File "/opt/odoo/odoo/odoo/tools/convert.py", line 675, in _tag_root f(rec) File "/opt/odoo/odoo/odoo/tools/convert.py", line 333, in _tag_function _eval_xml(self, rec, env) File "/opt/odoo/odoo/odoo/tools/convert.py", line 201, in _eval_xml args.append(_eval_xml(self, child, env)) File "/opt/odoo/odoo/odoo/tools/convert.py", line 205, in _eval_xml return odoo.api.call_kw(model, method_name, args, kwargs) File "/opt/odoo/odoo/odoo/api.py", line 395, in call_kw result = _call_kw_multi(method, model, args, kwargs) File "/opt/odoo/odoo/odoo/api.py", line 382, in _call_kw_multi result = method(recs, *args, **kwargs) odoo.tools.convert.ParseError: "search() missing 1 required positional argument: 'domain'" while parsing /opt/odoo/odoo-custom-addons/crnd_wsd/data/request_type_incident.xml:2, near

Re: ERROR
by
CR&D
on 6/17/20, 11:11 AM Author

Hi, Answered on this bug in email. We cannot reproduce this bug on latest Odoo version, so the recommendation is to update Odoo to latest version. We will try to change code that causes this bug in different way. As hot fix, try to change the content of file "crnd_wsd/data/request_type_incident.xml" in following way: With regards, CR&D Team


can this moudle really work on odoo13
by
louriewang
on 2/26/20, 5:09 AM Confirmed Purchase

i download a free one,it can't work. i wander if it will be better if i buy this one?

Re: can this moudle really work on odoo13
by
CR&D
on 2/26/20, 9:08 AM Author

Hi, What do you mean "can't work"? Can you provide any traceback, or error messages? And please, register on https://crnd.pro and send us bug report (at least there you can attache traceback and can format your request in readable way) or contact us at info@crnd.pro. The most frequent reason, this app may not work, is missing dependencies (especially 'less' compiler).