Generic Request Admin Guide

Generic Request is an application developed by the Center of Research & Development company based on the Odoo platform.

Generic Request is a way to easily handle partner's requests in semi-automated way.

The following idea is used:

The admin guide describes the following:

Installing the Generic Request application

Main Notions of Generic Request application

Requests Presetting on Admin's Side

Creating a Request Category

Creating a Request Type

Creating Request Stages

Creating Request Routes

Installing the Generic Request application

Generic Request application provides an algorithm for managing incidents that occur. Take the following steps to install the application and set up the account.

  1. Log into your Odoo database account.
  2. Click the Apps tab in the left side of your account dashboard.

    A dashboard with applications opens.
  3. Scroll down to find Generic Request application and click Install button. The Generic Request app installs into your Odoo database account.
  4. Open the Settings tab.
  5. In the Users&Companies menu click Users.

    The users list appears.
  6. Click your user name. The form opens.
  7. Press Edit button above the form to enable editing mode. Modify Name and Email Address fields if necessary. Choose the Request Manager option from the Generic Request drop down list. Click the Save button.

After installing the Generic Request application the Requests option appear in the dashboard menu to the left.

Main Notions of Generic Request application

An administrator of this service handles presents for incoming requests. The presets include:

Preset Description
Category groups requests by a specific characteristic
Type appoints a route for a request for its solution
Stage shows current state of request
Route transition between stages a request navigates through until resolved

Category

Category allows grouping incidents. Repeating incidents of the same category indicate of a problem, which requires different approach to prevent the incidents of the same category.

Type

Incidents are distinguished by types of resolution. Each type is assigned a route of escalation to resolve. The route consists of stages that incidents navigate through until they are resolved and closed.

Stage

Stage shows current state of the request.

Route

Route is a transition between stages that incident navigates through until it is resolved and closed.

Requests Presetting on Admin's Side

After Generic Request application is installed and administrative privileges are provided, it is necessary to preset types and categories for the future incoming requests.

As shown in the picture below, the upper Odoo menu includes configurations for requests.

Under Configuration menu the Category and Type submenus appear.

Creating a Request Category

Under Configuration click Categories and do the next steps:

  1. Click the Create button in the upper left corner. A form for creating a category appears.

  2. Specify a name for a new category and its code. In the Request types drop down list you can select types of requests for this category or create the new one by clicking Create and Edit.... Click Service drop down list and select the services that will be available for this category of requests (For detailed information on the services, read the Generic Service instruction). Description and Help tabs are available for including the information necessary for this category of requests. Category Name is the only requested field.

  3. Click Save button in the upper left corner. The filled category form appears. It is possible to return and edit it later at any time.

  4. Click the Create button to make a new category.

  5. Add followers to the category. A follower is a person or a goup of people who have access to the category for creating new requests of this category. A creator of the category gets the follower's rights automatically. Number of followers added to the category is shown in the lower right corner of the screen.

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Creating a Request Type

Do the following steps to create a request type:

  1. Under the Configuration menu click Type. The page with created types of requests opens. If no type is created yet, then only Create and Import buttons appear. Click Create to create a new type of request.
  2. In order to edit the type of request, click on the type name and the form of type will open. Click Edit in the upper left corner. The editing mode activates.
  3. Enter the name of the type and its code at the top of the form. Fields required for filling are marked in violet color.
  4. Select the categories and kind of request if necessary. For detailed information about kind of requests, read the instruction for the Generic Request Kind module.
  5. If certain services are used for this type of request, you can select them from the Services drop down menu. More information about the services you can read in the Generic Request Service instruction. You can immediately select the types of resources that will be used in these services. For more informations, see the Generic Request (Resource) and Generic Resource instructions.
  6. You can specify additional information in the Description tab:
  7. The initial stage for requests of this type (this option will be available after configuring stages and routes of the request).
  8. Select the tag categories to match this type of requests. More information about tags you can read in the Generic Request (Tags) and Generic Tag instructions.
  9. Select the related document models. For more information on related documents see the Generic Request Related Document instruction.
  10. Specify the type of resource.
  11. Select the request numbering sequence.
  12. Set the priority by default for this type of requests. More information about the priority read in the Generic Request Priority instruction.
  13. You can select the color that will display this type of requests on the kanban view. Enter the color code or click on the field and select the desired color in the palette.
  14. On the Write control tab, you can select the conditions for the request to move to the next stage and conditions for changing assigned person. More information about this you can read in the Generic Request (Conditions) instruction.
  15. In the Help, Instruction and Note tab provide all required information on this type of request.
  16. In the Fields tab, you can manage additional fields to fill in when creating the request. For more information on additional fields see the Generic Request Field instruction.
  17. To configure the Service Level Agreement rules click the SLA Rules button in the form of the request type. Also configure additional parameters in the SLA tab. Preferably you need to configure the types of SLA rules first. Detailed information on Service Level Agreement you can read in the Generic Request SLA instruction.
  18. Configure the stages and routes of the request type as shown below.

Creating Request Stages

  1. Click Stages option in the upper right corner of the type editing window.

    A page for creating stages appears.

  2. Press the Create button. A form for creating a stage opens.

  3. Provide a stage name and a code. Under the Stage Type drop down menu select the type of the stage (for detailed information on stage types read the Generic Request Stage Type instruction). Help and Description tabs are available for specifying more information about the stage. It is possible to change a background color and a label color by clicking the names of this options. A colors palette opens to choose the color. After the color is selected, click outside the palette to close it.

  4. Press the Save button. The stage saves. Add more stages by repeating the steps 2-4 of this section. Make sure to check the Closed option on creating the final stage, the stage where the request gets closed.

Navigate to any previous step of a request type creation process by clicking the option in the breadcrumb scheme above.

By clicking the stages part of the breadcrumb chain above, a page with all the stages preset opens. Click any stage to modify, if necessary. Place the check mark in the left side of the stages table heading to select them all and to do a mass action to them all by pressing the Action button in the center of the screen above the stages table. Modify stage position in the list by placing the cursor over the crossed arrows icon and dragging it to the necessary location.

Creating Request Routes

Navigate to a type page. After creating stages, it is possible to get there by clicking the respective breadcrumb chain option.

To create a request route do the next steps:

  1. Click the Route button in the upper right part of the type editing window.

    A routes page opens.
  2. Click the Create button. The route creating mode activates.
    Type in the name for a new route. Click the From drop down menu. A list of stages shows. Select the stage to be the starting one in the route.
  3. Click the To drop down menu. A list of stages reveals. Select the stage to be the second in the route.
  4. If the route leads to request closing, a new Require Response field will appear. Select this check box to make response required when operator (manager) closing the request. Below, the text box will appear where you can specify the default response text.
  5. Appoint a person or a group to be allowed to move the request from one stage to the next one during the escalation process by clicking the respective drop down options.
  6. Choose the conditions for which the request will be able to navigate the route to the next stage . For detail on conditions read the Generic Request (Conditions) instruction.
  7. Assign actions that will be performed when the request go along the route, if necessary. To do this click Actions to the right at top. For detail on action assignment and conditional actions read the Generic Request Actions and Generic Request (Conditional Actions) instructions.
  8. By clicking the Triggers button on the upper right corner you will be able to set conditions for automatically moving the request along the route. For more information about this read the Generic Request (Auto route) instruction.
  9. Click the Save button.
  10. Repeat the steps 2-9 of this section as many times as many stages in the current request to be connected (For example: Draft with Sent; then Sent with Confirmed (Closed); Sent with Rejected (Closed); and finally Recected with Draft). The route page will finally look similar to the following.