[16.0][ADD] helpdesk_mgmt_activity: new module #635

dessanhemrayev · 2024-10-06T22:32:10Z

The module adds the following features:

Set the list of models available for a Helpdesk
Refer the Odoo model record to the Helpdesk Ticket
Create an activity for the referring record right from the Helpdesk and move the ticket to the next state automatically
Move the Ticket to a pre-defined stage automatically when the referred activity created from the Helpdesk is marked as Done

To streamline your helpdesk operations you can set activities to the pre-configured odoo modules records right from the Helpdesk. The ticket will be moved to the pre-defined stage when the activity is marked as done.
For instance:
A customer reached out to the support team regarding a delayed shipment.

Assign Activity: The helpdesk support team user opens a ticket for the relevant Inventory picking record with specific instructions to check the shipment status and actions that must be taken.
Warehouse Action: The assigned warehouse user sees the new activity in their Odoo dashboard, follows the prescribed steps to investigate, and updates the activity status accordingly.
Automated Updates: Once the warehouse user marks the activity as done, the ticket automatically moves to the "Awaiting" stage to be checked by the support team use

GabbasovDinar · 2024-10-15T07:12:05Z

helpdesk_mgmt_activity/models/helpdesk_ticket.py

+    res_id = fields.Integer(string="Source Document", index=True)
+
+    record_ref = fields.Reference(
+        selection="_referenceable_models",


please, rename to:

selection="_selection_record_ref"

GabbasovDinar · 2024-10-15T07:14:03Z

helpdesk_mgmt_activity/models/helpdesk_ticket.py

+        string="Source Record",
+    )
+    source_activity_type_id = fields.Many2one(comodel_name="mail.activity.type")
+    date_deadline = fields.Date(string="Due Date", default=fields.Date.context_today)


why are you use context_today format?

why are you use context_today format?

I used the same format like date_deadline field format in mail.activity model.

@geomer198 in the case of an activity, it is assigned to a specific user and it makes sense to take into account the context of the time zone of this user, in the case of a ticket I think it is unnecessary, different users with different time zone can work with a ticket. so, we need use fields.Date.today()

GabbasovDinar · 2024-10-15T07:19:00Z

helpdesk_mgmt_activity/models/helpdesk_ticket.py

+            if rec.res_model and rec.res_id:
+                try:
+                    self.env[rec.res_model].browse(rec.res_id).check_access_rule("read")
+                    rec.record_ref = "%s,%s" % (
+                        rec.res_model,
+                        rec.res_id,
+                    )
+                except Exception:
+                    rec.record_ref = None


to reduce complexity in the code, you can do a little refactoring:

for rec in self: if not rec.res_model or not rec.res_id: rec.record_ref = None continue try: self.env[rec.res_model].browse(rec.res_id).check_access_rule("read") ...

what do you think about this?

GabbasovDinar · 2024-10-15T07:22:14Z

helpdesk_mgmt_activity/models/helpdesk_ticket.py

+    def _inverse_record_ref(self):
+        """Set Source Document Reference"""
+        for record in self:
+            if record.record_ref:
+                res_id = record.record_ref.id
+                res_model = record.record_ref._name
+            else:
+                res_id, res_model = False, False
+            record.write({"res_id": res_id, "res_model": res_model})


Suggested change

def _inverse_record_ref(self):

"""Set Source Document Reference"""

for record in self:

if record.record_ref:

res_id = record.record_ref.id

res_model = record.record_ref._name

else:

res_id, res_model = False, False

record.write({"res_id": res_id, "res_model": res_model})

def _inverse_record_ref(self):

"""Set Source Document Reference"""

for record in self:

record_ref = record.record_ref

record.write({

"res_id": record_ref and record_ref.id or False,

"res_model": record_ref and record_ref._name or False,

})

GabbasovDinar · 2024-10-15T07:23:32Z

helpdesk_mgmt_activity/models/helpdesk_ticket_team.py

+class HelpdeskTicketTeam(models.Model):
+    _inherit = "helpdesk.ticket.team"
+
+    is_set_activity = fields.Boolean(


please, rename field to allow_set_activity

GabbasovDinar · 2024-10-15T07:26:33Z

helpdesk_mgmt_activity/models/mail_activity.py

+
+    def _action_done(self, feedback=False, attachment_ids=None):
+        # Get closed stage for ticket
+        for ticket in self.mapped("ticket_id"):


Odoo 16.0 support mapping recordsets like this: for ticket in self.ticket_id:

if self is multi record set, then the self.ticket_id should return records: helpdesk.ticket(1, 2, 3)

ivs-cetmix · 2024-10-29T20:34:13Z

helpdesk_mgmt_activity/readme/DESCRIPTION.rst

@@ -0,0 +1,7 @@
+The module adds the following features:
+
+- Refer a ticket to the Odoo model record


Link a ticket to an Odoo model record

Set the list of available models for a Helpdesk team

Pre-configure ticket description template based on it's category

Create an activity for the linked record right from the Ticket

Change the Ticket's stage based on the activity state

ivs-cetmix · 2024-11-12T20:08:57Z

helpdesk_mgmt_activity/readme/CONFIGURE.rst

+To Configure Ticket's Stage on Activity State**
+===============================================
+
+- Go to Helpdesk-->Configuration--Teams


Looks like > is missing here: Configuration--Teams

ivs-cetmix · 2024-11-12T20:09:53Z

helpdesk_mgmt_activity/readme/CONFIGURE.rst

+===============================================
+
+- Go to Helpdesk-->Configuration--Teams
+- Create a "New" team or select an existing record


Does user need to create a team with the name "New" or a new team?

ivs-cetmix · 2024-11-12T20:13:50Z

helpdesk_mgmt_activity/readme/USAGE.rst

+- Select a Team
+- Open a Ticket
+- Create a new Ticket
+- In the "Assign Activity" group


Please add a screenshot here too in order to show new fields in the ticket form

The module adds the following features: - Set the list of models available for a Helpdesk - Refer the Odoo model record to the Helpdesk Ticket - Create an activity for the referring record right from the Helpdesk and move the ticket to the next state automatically - Move the Ticket to a pre-defined stage automatically when the referred activity created from the Helpdesk is marked as Done To streamline your helpdesk operations you can set activities to the pre-configured odoo modules records right from the Helpdesk. The ticket will be moved to the pre-defined stage when the activity is marked as done. For instance: A customer reached out to the support team regarding a delayed shipment. - Assign Activity: The helpdesk support team user opens a ticket for the relevant Inventory picking record with specific instructions to check the shipment status and actions that must be taken. - Warehouse Action: The assigned warehouse user sees the new activity in their Odoo dashboard, follows the prescribed steps to investigate, and updates the activity status accordingly. - Automated Updates: Once the warehouse user marks the activity as done, the ticket automatically moves to the "Awaiting" stage to be checked by the support team use

…ded. * is_set_activity field renamed to allow_set_activity * _referenceable_models method is renamed to _selection_record_ref * compute and inverce methods are updated * move to next stage at the activity created from helpdesk ticket for source record functional is added * tests for new functional is added * views are updated

Default value for date_deadline field is updated from context_today() to today() method

Show button only in new stage

At the click 'perform action' button not open activity wizard, and create activity automatically to source record.

…ixed and for activity set default activity user or current user

…ed, images added

…dule

geomer198 force-pushed the 16.0-t3822-helpdesk_mgmt_activity-add_module branch 5 times, most recently from 03bd3a3 to e7503f6 Compare October 14, 2024 15:11

GabbasovDinar suggested changes Oct 15, 2024

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geomer198 force-pushed the 16.0-t3822-helpdesk_mgmt_activity-add_module branch from 822f89e to 02d58b2 Compare October 16, 2024 11:08

GabbasovDinar approved these changes Oct 17, 2024

View reviewed changes

geomer198 force-pushed the 16.0-t3822-helpdesk_mgmt_activity-add_module branch from f9cd4f4 to a605955 Compare October 17, 2024 06:32

dessanhemrayev marked this pull request as ready for review October 17, 2024 11:29

geomer198 force-pushed the 16.0-t3822-helpdesk_mgmt_activity-add_module branch 2 times, most recently from fb2bb1d to d949b2f Compare October 21, 2024 11:35

ivs-cetmix suggested changes Oct 29, 2024

View reviewed changes

geomer198 force-pushed the 16.0-t3822-helpdesk_mgmt_activity-add_module branch 2 times, most recently from 88642fd to 76b5791 Compare November 4, 2024 16:58

Bearnard21 force-pushed the 16.0-t3822-helpdesk_mgmt_activity-add_module branch 3 times, most recently from ca0d740 to 9779f75 Compare November 8, 2024 10:07

dessanhemrayev force-pushed the 16.0-t3822-helpdesk_mgmt_activity-add_module branch from 9779f75 to 390366f Compare November 12, 2024 16:21

ivs-cetmix suggested changes Nov 12, 2024

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dessanhemrayev and others added 9 commits November 22, 2024 21:07

[FIX] helpdesk_mgmt_activity: Date Deadline field

ac424cb

Default value for date_deadline field is updated from context_today() to today() method

[FIX] helpdesk_mgmt_activity: perform action visible

f803efe

Show button only in new stage

[FIX] helpdesk_mgmt_activity: Activity wizard is removed

bcfdc11

At the click 'perform action' button not open activity wizard, and create activity automatically to source record.

[FIX] helpdesk_mgmt_activity: Assigned user is added for ticket

6c7b196

[FIX] helpdesk_mgmt_activity: helpdesk_ticket view is updated

d569a85

[FIX] helpdesk_mgmt_activity: Update stage after create activity is f…

8d1c66d

…ixed and for activity set default activity user or current user

[FIX] helpdesk_mgmt_activity: documentation updated, context file add…

f1f0a2d

…ed, images added

geomer198 force-pushed the 16.0-t3822-helpdesk_mgmt_activity-add_module branch from 1f9b204 to a9024cb Compare November 22, 2024 18:08

[FIX] helpdesk_mgmt_activity: Readme description is updated

778d114

geomer198 force-pushed the 16.0-t3822-helpdesk_mgmt_activity-add_module branch from 0154cbd to 778d114 Compare November 22, 2024 18:15

Merge branch 'OCA:16.0' into 16.0-t3822-helpdesk_mgmt_activity-add_mo…

38a23f6

…dule

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[16.0][ADD] helpdesk_mgmt_activity: new module #635

[16.0][ADD] helpdesk_mgmt_activity: new module #635

dessanhemrayev commented Oct 6, 2024 •

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GabbasovDinar Oct 15, 2024

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ivs-cetmix Nov 12, 2024

ivs-cetmix Nov 12, 2024 •

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		@@ -0,0 +1,7 @@
		The module adds the following features:

		- Refer a ticket to the Odoo model record

[16.0][ADD] helpdesk_mgmt_activity: new module #635

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[16.0][ADD] helpdesk_mgmt_activity: new module #635

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ivs-cetmix Nov 12, 2024 • edited Loading

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dessanhemrayev commented Oct 6, 2024 •

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