| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Employees (hr) |
| Community Apps Dependencies | Show |
| Lines of code | 2513 |
| Technical Name |
wt_hrms_service_requests |
| License | OPL-1 |
| Website | https://way4tech.com |
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Employees (hr) |
| Community Apps Dependencies | Show |
| Lines of code | 2513 |
| Technical Name |
wt_hrms_service_requests |
| License | OPL-1 |
| Website | https://way4tech.com |
WT HRMS Service Requests — IT, Admin, Maintenance & Facilities Ticketing
A clean internal ticketing system for HR-driven service requests — categories with SLA, four priority levels, multi-level approval workflow, assignment to staff, resolution tracking, and full chatter audit.
employee service requests · IT helpdesk · admin tickets · facilities tickets · SLA tracking · HR approval workflow · internal helpdesk Odoo · Odoo 19 · Odoo 18 · community edition · enterprise alternative · open hrms · HR software · HR automation · way4tech
Live Preview
A real screenshot from a working WT HRMS install on Odoo 19.
The Problem This Solves
Internal service requests usually live in WhatsApp, email and Post-it notes — nothing is tracked, nothing is measured.
No structured channel
Employees ping IT/Admin/Facilities directly. Nothing has a number, nothing has a category, nothing has a deadline.
No SLA, no accountability
Without an expected resolution time per category, "I'll get to it" stretches into weeks. Workload becomes invisible to management.
No audit trail
When auditors ask "who approved this and when", nobody can produce the chain. Email threads are not evidence.
The Solution — Lightweight, Approval-Driven Tickets
Built directly on the WT HRMS approval mixin so requests flow through the same configurable approval chain as your loans, advances and lifecycle events.
- ✓ Service Categories with code, handling department and SLA hours
- ✓ Auto-numbered tickets using the
SR/YYYY/0001sequence - ✓ Four priority levels — Low, Medium, High, Urgent — with row decoration
- ✓ HTML rich-text description with inline images & formatting
- ✓ Assignment to a specific staff user tracked on the record
- ✓ Resolution note + auto-stamped resolved date on close
- ✓ SLA hours shown live on the form (related from category)
- ✓ Multi-step approval chain via WT HRMS approval mixin
- ✓ Submit / Mark Resolved / Reject buttons gated by group
- ✓ mail.thread & mail.activity.mixin — chatter, followers, scheduled activities
- ✓ Department auto-fills from the requesting employee
- ✓ Multi-company aware —
company_idon every record - ✓ Granular ACL — users create & track their own; HR Manager resolves and rejects
Step-by-Step — From Install to First Resolved Ticket
Install the module
From Apps, install WT HRMS Service Requests. wt_hrms_core installs automatically as a dependency. No external Python packages or services needed.
Set up service categories
Go to WT HRMS → Configuration → Service Categories. Add the categories your business uses (IT Support, Admin, Maintenance, Facilities, Travel Desk, etc.) with a short code, the handling department, and a target SLA in hours.
(Optional) Configure an approval chain
Open WT HRMS → Configuration → Approval Chains, create a chain for model wt.hrms.service.request and add steps (Manager → HR Manager → specific user). With no chain configured, submitted requests auto-approve and go straight to the assigned handler.
Employee creates the request
From WT HRMS → Service Requests click New. Pick employee, category, priority, type a subject and rich-text description, optionally pre-assign to a staff user, then click Submit.
Triage and resolve
Urgent rows show in red, High in orange. The handler opens the ticket, fills in the Resolution note, and clicks Mark Resolved — the resolved timestamp is stamped automatically and the state moves to Approved (closed).
Reject when out of scope
If a request shouldn't proceed, an HR Manager clicks Reject. The reason can be added in chatter and the requester is notified through the standard Odoo follower mechanism.
Marquee Features
Service Categories
Name, code, handling department and SLA hours per category. Active flag lets you retire old categories without breaking history.
Priority Decoration
Urgent rows render in danger-red and High in warning-orange directly in the list view, so triage takes seconds.
Sequenced Numbers
Every ticket gets a unique SR/YYYY/0001 reference for emails, audits and customer-facing comms.
Approval Workflow
Submit → Under Review → Approved/Rejected, driven by the configurable WT HRMS approval chain (manager, HR manager, group, user).
Live SLA Display
SLA hours from the chosen category are shown on the request form so both requester and handler see the deadline target up-front.
Resolution Capture
Mandatory resolution-note tab visible only when the request is resolved — combined with auto-stamped resolved date.
Chatter & Activities
Full mail.thread + mail.activity.mixin support: comments, followers, scheduled activities, log notes — all built-in.
Department Insight
Stored related field on the request so you can pivot/group by department without modifying anything.
Role-Based ACL
Internal users create & track their own requests; HR Manager group can resolve, reject and configure categories.
Compatibility & Requirements
| Odoo Edition | Community & Enterprise |
| Odoo Version | 19.0 |
| Module Dependencies | wt_hrms_core (auto-installed) — provides the approval mixin, dashboard and approval chain models |
| Python Packages | None — uses only stdlib + Odoo core |
| External Services | None — runs entirely inside your Odoo instance |
| Security Groups Used | base.group_user (request own tickets), hr.group_hr_manager (resolve/reject/configure) |
About Waqas Riasat & Way4Tech
We build Odoo modules that fix real business pain — not nice-to-have features. The WT HRMS suite is a Community-only HR + Payroll replacement that we use ourselves and ship with hand-tested upgrade paths.
way4tech.com · info@way4tech.com · WhatsApp +92 315 411 4748
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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