Bureaucrat ITSM

Bureaucrat ITSM provides incident management system according to the ITIL v3 standarts. This system has a very flexible customization and can satisfy a wide range of companies with specific requirements.

Core modules of Bureaucrat ITSM are Requests and Website Service Desk. They provide a mechanism for customizing, submitting and processing incident requests as well as a website interface for external users. Also there are a variety of addons that extend requests functionality and add new cool features.

Incident Management, Service Desk, SLA Management, Service Catalog, Access Management, Incident Log - all these processes can be provided in the company using Bureaucrat ITSM.

Main Features of the Bureaucrat ITSM:

  • Custom Types, Categories / Sub-categories of Requests

  • Configurable Stages and Dynamic Routes for Every Type of Request

  • Website Interface for External Users

  • Service Level Agreement, SLA Log

  • Services

  • Resources

  • Custom Conditions

  • Automated (Conditional) Actions

  • Automated routes (by triggers)

  • Subrequests

  • Tag management

  • Integration with Project Tasks

  • Request Priority

  • Kinds of Requests

  • Documents / Files Attachment

  • Internal Chatter

  • Planning Activities

  • Links between Requests / Documents

  • Custom String Fields

  • Request Log

  • And More...

Work with the System

Bureaucrat ITSM modules provides two interfaces: one for techs and the other for external users.

Administrators and technical staff use the internal interface.

General settings and request configuration are located under the Configuration menu. This is the task for administrator. He configures types, categories of requests, services, resources, SLA rules, tags and so on. 

Provided system has very deep and precise configuration so the request processing happens in a semi-automatic way. For example, request can be automatically moved to the next stage and is assigned to the manager of the person who submitted the request if that person works in a particular department. Or the request can be configured to auto-close after 24 hours at the final stage. To do this, the appropriate trigger must be configured on the route with a specified condition.

Support stuff handle submitted requests. They can change stages, assign responsible persons, schedule events, communicate with users, etc. SLA evaluates the quality of work of employees.

All the incidents and events are logged. This helps to analyze and discover problem zones for the company on the way to continuous improvement. Logs and reports can be seen under the Reports menu.

Website Interface provides the service desk portal for submitting and tracking requests by external users. It is simple and clear to work with.

Requests can be created by clicking Create request and following step by step instructions to classify and submit a request. All created requests can be tracked from here. Users may open each request and view additional information or communicate with techs.

List of Bureaucrat ITSM modules used in this article:

  • Generic Request - core module, provides incident management system (Docs)

  • Generic Condition - allows to create and use custom conditions to program some logic for request processing (Docs)

  • Generic Resource - create and use custom resources with requests (Docs)

  • Generic Service - service management (Docs)

  • Generic Tag - tag management (Docs)

  • Generic Team - create teams, group users by teams, assign users by team (Docs)

  • Generic Assignment Policy - create and use custom assignment rules and policies (Docs)

  • Generic Request (Actions) - actions can be assigned and made for certain events of the request processing (Docs)

  • Generic Request API - request creation using API endpoints

  • Generic Request Field - use custom string fields in requests (Docs)

  • Generic Request (Mail Integration) - create requests by incoming mails

  • Generic Request Parent - child/parent request relations (Docs)

  • Generic Request SLA - Service Level Agreement management (Docs)

  • Generic Request SLA: Log - log and report request events (Docs)

  • Generic Request Kind - additional request classification by kind (Docs)

  • Generic Request Priority - prioritize requests (Docs)

  • Generic Request Related Document - allows to link requests with any Odoo documents (Docs)

  • Generic Request Related Request - establish links between requests (Docs)

  • Service Desk - process addon for Website Service Desk

  • Website Service Desk - website interface for service desk (Docs)

Only the main Bureaucrat ITSM modules indicated above. Addons from third-party developers, technical addons, backend modules or those with minor changes are not mentioned.

More detailed information about Bureaucrat coming soon in our next articles. If you need a specific info about modules configuration, see Bureaucrat Documentation.

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