initial commit

1 files changed, 258 insertions, 0 deletions

diff --git a/helpdesk_mgmt/models/helpdesk_ticket.py b/helpdesk_mgmt/models/helpdesk_ticket.py
new file mode 100644
index 0000000..f93ba69
--- /dev/null
+++ b/helpdesk_mgmt/models/helpdesk_ticket.py
@@ -0,0 +1,258 @@
+from odoo import _, api, fields, models, tools
+from odoo.exceptions import AccessError
+
+
+class HelpdeskTicket(models.Model):
+    _name = "helpdesk.ticket"
+    _description = "Helpdesk Ticket"
+    _rec_name = "number"
+    _order = "number desc"
+    _mail_post_access = "read"
+    _inherit = ["mail.thread.cc", "mail.activity.mixin"]
+
+    def _get_default_stage_id(self):
+        return self.env["helpdesk.ticket.stage"].search([], limit=1).id
+
+    @api.model
+    def _read_group_stage_ids(self, stages, domain, order):
+        stage_ids = self.env["helpdesk.ticket.stage"].search([])
+        return stage_ids
+
+    number = fields.Char(string="Ticket number", default="/", readonly=True)
+    name = fields.Char(string="Title", required=True)
+    description = fields.Html(required=True, sanitize_style=True)
+    user_id = fields.Many2one(comodel_name="res.users", string="Assigned user")
+    user_ids = fields.Many2many(
+        comodel_name="res.users", related="team_id.user_ids", string="Users"
+    )
+    stage_id = fields.Many2one(
+        comodel_name="helpdesk.ticket.stage",
+        string="Stage",
+        group_expand="_read_group_stage_ids",
+        default=_get_default_stage_id,
+        tracking=True,
+        ondelete="restrict",
+        index=True,
+        copy=False,
+    )
+    partner_id = fields.Many2one(comodel_name="res.partner", string="Contact")
+    partner_name = fields.Char()
+    partner_email = fields.Char(string="Email")
+
+    last_stage_update = fields.Datetime(
+        string="Last Stage Update", default=fields.Datetime.now
+    )
+    assigned_date = fields.Datetime(string="Assigned Date")
+    closed_date = fields.Datetime(string="Closed Date")
+    closed = fields.Boolean(related="stage_id.closed")
+    unattended = fields.Boolean(related="stage_id.unattended")
+    tag_ids = fields.Many2many(comodel_name="helpdesk.ticket.tag", string="Tags")
+    company_id = fields.Many2one(
+        comodel_name="res.company",
+        string="Company",
+        required=True,
+        default=lambda self: self.env.company,
+    )
+    channel_id = fields.Many2one(
+        comodel_name="helpdesk.ticket.channel",
+        string="Channel",
+        help="Channel indicates where the source of a ticket"
+        "comes from (it could be a phone call, an email...)",
+    )
+    category_id = fields.Many2one(
+        comodel_name="helpdesk.ticket.category",
+        string="Category",
+    )
+    team_id = fields.Many2one(
+        comodel_name="helpdesk.ticket.team",
+        string="Team",
+    )
+    priority = fields.Selection(
+        selection=[
+            ("0", _("Low")),
+            ("1", _("Medium")),
+            ("2", _("High")),
+            ("3", _("Very High")),
+        ],
+        string="Priority",
+        default="1",
+    )
+    attachment_ids = fields.One2many(
+        comodel_name="ir.attachment",
+        inverse_name="res_id",
+        domain=[("res_model", "=", "helpdesk.ticket")],
+        string="Media Attachments",
+    )
+    color = fields.Integer(string="Color Index")
+    kanban_state = fields.Selection(
+        selection=[
+            ("normal", "Default"),
+            ("done", "Ready for next stage"),
+            ("blocked", "Blocked"),
+        ],
+        string="Kanban State",
+    )
+    active = fields.Boolean(default=True)
+
+    def send_user_mail(self):
+        self.env.ref("helpdesk_mgmt.assignment_email_template").send_mail(self.id)
+
+    def assign_to_me(self):
+        self.write({"user_id": self.env.user.id})
+
+    @api.onchange("partner_id")
+    def _onchange_partner_id(self):
+        if self.partner_id:
+            self.partner_name = self.partner_id.name
+            self.partner_email = self.partner_id.email
+
+    @api.onchange("team_id", "user_id")
+    def _onchange_dominion_user_id(self):
+        if self.user_id and self.user_ids and self.user_id not in self.team_id.user_ids:
+            self.update({"user_id": False})
+            return {"domain": {"user_id": []}}
+        if self.team_id:
+            return {"domain": {"user_id": [("id", "in", self.user_ids.ids)]}}
+        else:
+            return {"domain": {"user_id": []}}
+
+    # ---------------------------------------------------
+    # CRUD
+    # ---------------------------------------------------
+
+    @api.model
+    def create(self, vals):
+        if vals.get("number", "/") == "/":
+            vals["number"] = self._prepare_ticket_number(vals)
+        res = super().create(vals)
+
+        # Check if mail to the user has to be sent
+        if vals.get("user_id") and res:
+            res.send_user_mail()
+        return res
+
+    def copy(self, default=None):
+        self.ensure_one()
+        if default is None:
+            default = {}
+        if "number" not in default:
+            default["number"] = self._prepare_ticket_number(default)
+        res = super().copy(default)
+        return res
+
+    def write(self, vals):
+        for _ticket in self:
+            now = fields.Datetime.now()
+            if vals.get("stage_id"):
+                stage = self.env["helpdesk.ticket.stage"].browse([vals["stage_id"]])
+                vals["last_stage_update"] = now
+                if stage.closed:
+                    vals["closed_date"] = now
+            if vals.get("user_id"):
+                vals["assigned_date"] = now
+
+        res = super().write(vals)
+
+        # Check if mail to the user has to be sent
+        for ticket in self:
+            if vals.get("user_id"):
+                ticket.send_user_mail()
+        return res
+
+    def action_duplicate_tickets(self):
+        for ticket in self.browse(self.env.context["active_ids"]):
+            ticket.copy()
+
+    def _prepare_ticket_number(self, values):
+        seq = self.env["ir.sequence"]
+        if "company_id" in values:
+            seq = seq.with_context(force_company=values["company_id"])
+        return seq.next_by_code("helpdesk.ticket.sequence") or "/"
+
+    # ---------------------------------------------------
+    # Mail gateway
+    # ---------------------------------------------------
+
+    def _track_template(self, tracking):
+        res = super()._track_template(tracking)
+        ticket = self[0]
+        if "stage_id" in tracking and ticket.stage_id.mail_template_id:
+            res["stage_id"] = (
+                ticket.stage_id.mail_template_id,
+                {
+                    "auto_delete_message": True,
+                    "subtype_id": self.env["ir.model.data"].xmlid_to_res_id(
+                        "mail.mt_note"
+                    ),
+                    "email_layout_xmlid": "mail.mail_notification_light",
+                },
+            )
+        return res
+
+    @api.model
+    def message_new(self, msg, custom_values=None):
+        """Override message_new from mail gateway so we can set correct
+        default values.
+        """
+        if custom_values is None:
+            custom_values = {}
+        defaults = {
+            "name": msg.get("subject") or _("No Subject"),
+            "description": msg.get("body"),
+            "partner_email": msg.get("from"),
+            "partner_id": msg.get("author_id"),
+        }
+        defaults.update(custom_values)
+
+        # Write default values coming from msg
+        ticket = super().message_new(msg, custom_values=defaults)
+
+        # Use mail gateway tools to search for partners to subscribe
+        email_list = tools.email_split(
+            (msg.get("to") or "") + "," + (msg.get("cc") or "")
+        )
+        partner_ids = [
+            p
+            for p in self.env["mail.thread"]._mail_find_partner_from_emails(
+                email_list, records=ticket, force_create=False
+            )
+            if p
+        ]
+        ticket.message_subscribe(partner_ids)
+
+        return ticket
+
+    def message_update(self, msg, update_vals=None):
+        """ Override message_update to subscribe partners """
+        email_list = tools.email_split(
+            (msg.get("to") or "") + "," + (msg.get("cc") or "")
+        )
+        partner_ids = [
+            p
+            for p in self.env["mail.thread"]._mail_find_partner_from_emails(
+                email_list, records=self, force_create=False
+            )
+            if p
+        ]
+        self.message_subscribe(partner_ids)
+        return super().message_update(msg, update_vals=update_vals)
+
+    def _message_get_suggested_recipients(self):
+        recipients = super()._message_get_suggested_recipients()
+        try:
+            for ticket in self:
+                if ticket.partner_id:
+                    ticket._message_add_suggested_recipient(
+                        recipients, partner=ticket.partner_id, reason=_("Customer")
+                    )
+                elif ticket.partner_email:
+                    ticket._message_add_suggested_recipient(
+                        recipients,
+                        email=ticket.partner_email,
+                        reason=_("Customer Email"),
+                    )
+        except AccessError:
+            # no read access rights -> just ignore suggested recipients because this
+            # imply modifying followers
+            pass
+        return recipients