v 13.0 Third Party 8751
Download for v 13.0 Deploy on Odoo.sh Live Preview
Required Apps Website (website)
Included Dependencies
Lines of code 16972
Technical Name bureaucrat_helpdesk_lite
Also available in version v 12.0 v 14.0 v 11.0
You bought this module and need support? Click here!
Required Apps Website (website)
Included Dependencies
Lines of code 16972
Technical Name bureaucrat_helpdesk_lite
Also available in version v 12.0 v 14.0 v 11.0

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.

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
  • 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 to requests
  • Set priorities for requests / tickets. Even complex priorities supported (Impact + Urgency)
  • Automatically detect request channel when possible (E-Mail, API, Web, Website, etc)
  • Set tags on requests
  • Track time spent on requests
  • 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.

Set up requests


Submitting request by the user


Users can track requests on website


Requests processing


Schedule activities

schedule activity

Manage activities from the Activity View (only works in Odoo version 12)

activity view

Request's dynamic workflow


The Bureaucrat Helpdesk Lite bundle is part of the Bureaucrat ITSM project. You can try it by the links below.

Real examples of Service Desk / Helpdesk systems successfully implemented using Bureaucrat modules:

You may be interested in our products

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


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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  • This section is meant to ask simple questions or leave a rating. Every report of a problem experienced while using the module should be addressed to the author directly (refer to the following point).
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Please choose a rating from 1 to 5 for this module.
Great support, especially considering it's free.
on 4/10/20, 3:55 AM

I was having trouble with installing the free version under Odoo 13. Dmytro Katyukha responded promptly and resolved the issue. Look at following link to find instruction how to install it: https://www.odoo.com/documentation/11.0/setup/install.html#source-install (look for "Less CSS via nodejs") The problem being you need to install nodejs and then the node js module that provides lessc for compatibility with Odoo 11. The low rating I gave was not because of the product but because I didn't understand a camera icon is a star rating and then was unable to change it,, something Odoo should fix. Also I should have posted the comment in the Discuss section, not the Ratings section.

Re: Great support, especially considering it's free.
on 4/10/20, 4:25 AM Author

Thank you)

I change my bad notation...
on 2/26/20, 10:17 AM

After a long editor's explanation, I change my notation.. Anyway, before deploying this extension, you have to check the additional modules prices that are mainly very very expansives.....

Service Desk Menu
on 8/11/20, 8:53 PM

Before login, Service desk link in the top right is showing error

Re: Service Desk Menu
on 8/12/20, 2:50 AM Author

Hi, thanks for reaching us. But, what kind of error do you face? Can you provide more info? PS. Please, use our service desk at https://crnd.pro/requests for bug reports. Or at least please use email bugs@crnd.pro. Thanks.

Unable to install on Windows
on 7/12/20, 11:39 AM

I am facing the below error when installing the module : Unable to install module "generic_request" because an external dependency is not met: Unable to find 'lessc' in path

Re: Unable to install on Windows
on 7/12/20, 12:39 PM Author

Hi, You have to install lessc compiler. Please, check following url for documentation: https://www.odoo.com/documentation/11.0/setup/install.html#id3 and look for "Less CSS via nodejs" keyword for installation instructions. The guide is for Odoo 11.0 but this part is same for 12.0 and 13.0 PS: It is recommender to run production odoo installations on linux. Take a look at https://github.com/crnd-inc/crnd-deploy for en easy way to install Odoo on linux. PSS: For better support please, use our service desk at https://crnd.pro/requests

I am trying to install but getting an error message
on 4/8/20, 11:20 AM

You try to install module 'bureaucrat_helpdesk_lite' that depends on module 'crnd_wsd'. But the latter module is not available in your system. How do I resolve this?

Re: I am trying to install but getting an error message
on 4/8/20, 12:24 PM Author

When you download helpdesk lite, you have to receive a set of addons, and all of them have to be added to odoo path. It seems that you forgot to install dependencies of helpdesk-lite (they have to be present in archive you downloaded) Also, helpdesk lite is available on github: https://github.com/crnd-inc/bureaucrat-helpdesk-lite

Be carefull...
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...
on 2/26/20, 9:20 AM Author

Answered for 12.0. Copying comment here. 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