Application

Help Desk /ITIL/ ITMS 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 submitting 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.
• CRND mail composer template tree – this add-on displays a tree-like list of available templates for the message composer.
• CR&D Mail Mailbox – this add-on allows configure email aliases and corporate email from the user settings page.
• Mail Canned Response – this add-on provides possibility create short codes for mail message responses.
• Mail Chatter Cancel Button – this add-on add new cancel button to cancel send message in chatter.
• Mail Chatter Send Composer – this add-on allows you set a default view for sending a message to chatter.
• Mail Composer Chat History – this add-on lets you view chat history directly in the composer view.

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
• 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’ management using assignment to person/persons/team
• Reassign requests, add followers
• Logging requests

The main idea:

• 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
• 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’ management using assignment to person/persons/team
• Reassign requests, add followers
• Logging requests

Set up requests

Submitting request by the user

Users can track requests on website

Requests processing

Schedule activities

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

Request’s dynamic workflow

Help Desk /ITIL/ ITMS is part of the 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 add-on
• Or you can apply patch from this pull request manually