v 14.0 Third Party 9388
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Required Apps Website (website)
Included Dependencies
Lines of code 19590
Technical Name bureaucrat_helpdesk_lite
Also available in version v 15.0 v 11.0 v 13.0 v 12.0
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Required Apps Website (website)
Included Dependencies
Lines of code 19590
Technical Name bureaucrat_helpdesk_lite
Also available in version v 15.0 v 11.0 v 13.0 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.

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
  • Reopen requests with a new type
  • 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


Reopen closed requests with a new type of request

In the request type/routes configuration, you can select allowed request types. Users will be able to reopen a closed request with these types.

type route configuration

When closing a request, a new 'Reopen as' option with the provided configuration will be available. This will create a new request.

reopen closed request

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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Chatter error
on 2/1/21, 7:26 PM

Sorry, I am getting error in ODOO 14

TypeError: _notify_get_groups() got an unexpected keyword argument 'msg_vals'