oca / helpdesk

Odoo modules for managing a HelpDesk system

helpdesk

TODO: add repo description.

Available addons

addon	version	maintainers	summary
helpdesk_mgmt	16.0.2.4.0		Helpdesk
helpdesk_mgmt_project	16.0.2.1.0		Add the option to select project in the tickets.
helpdesk_mgmt_rating	16.0.1.0.0		This module allows customer to rate the assistance received on a ticket.
helpdesk_mgmt_timesheet	16.0.1.4.1		Add HR Timesheet to the tickets for Helpdesk Management.
helpdesk_motive	16.0.1.0.0		Keep the motive
helpdesk_product	16.0.1.0.1		Add the option to select product in the tickets.
helpdesk_type	16.0.1.1.0		Add a type to your tickets

Licenses

This repository is licensed under AGPL-3.0.

However, each module can have a totally different license, as long as they adhere to Odoo Community Association (OCA) policy. Consult each module's __manifest__.py file, which contains a license key that explains its license.

---

OCA, or the Odoo Community Association, is a nonprofit organization whose mission is to support the collaborative development of Odoo features and promote its widespread use.

helpdesk's Issues

res_config.py + res_config_view.xml

Migration module crm_helpdesk_improvement from v8 to v11

• The person in charge of this task must do it based on the module crm_helpdesk_improvement (https://github.com/factorlibre/helpdesk/tree/8.0-FL_Helpdesk_Improvement).

• The pertinent changes must be made to update the model and the view to v11.

Add attachment in comment messages of a ticket ?

Shall helpdesk_mgmt module integrate attachment button in website comment composer (portal chatter) ?

It can be implemented by disabling current composer in js-widget and adding a custom composer (an easy to maintain qweb template ?).

[12.0] Ticket creation button from portal

Hello,

I checked on both 12.0 and 13.0 runbots but the "create new ticket" button is not present in portal.

Any idea what setup is necessary to display it?

[

Create Ticket from Mail with team alias

I understand that by now, the ticket creation from mail is only possible using custom incoming mail server configuration, using the "create record" option.
If you agree, I could expand the ticket.team model by adding the alias logic to create tickets from mail... on the same way that the CRM do it. I think that is better option :)

mail_message.py

Migration module crm_helpdesk_improvement from v8 to v11

• The person in charge of this task must do it based on the module crm_helpdesk_improvement (https://github.com/factorlibre/helpdesk/tree/8.0-FL_Helpdesk_Improvement).

• The pertinent changes must be made to update the model to v11.

Migration to version 12.0

Todo

https://github.com/OCA/maintainer-tools/wiki/Migration-to-version-12.0

Modules to migrate

• helpdesk_mgmt - By @marcelsavegnago - #42

Remove attachment page on Tickets

On module helpdesk_mgmt, on tickets form views, there is a page named attachment that unnecessary.
Its functions are already covered by chatter.

crm_helpdesk.py + crm_helpdesk_view.xml

Migration module crm_helpdesk_states from v8 to v11

• The person in charge of this task must do it based on the module crm_helpdesk_states (https://github.com/factorlibre/helpdesk/tree/8.0-FL_Helpdesk_Improvement).
• The relevant changes must be made to update the model and the view to v11.

*It will be necessary to review the way to define the states before performing this task

[13.0] helpdesk_mgmt : portal users can't comment their own tickets

Hello,

(at commit b2f7d3c)

after successfully creating a ticket from portal from ticket with a portal user.
This one can't comment.
If you fill the message field, and send the message your redirected to this html error message.

Sorry, you are not allowed to modify documents of type 'Helpdesk Ticket' (helpdesk.ticket). This operation is allowed for the groups:
	- Helpdesk/Helpdesk Manager
	- Helpdesk/User
	- Helpdesk/User: Personal tickets - (Operation: write, User: 6)

Question : Installing OCA helpdesk module(v12)

hello! This is a simple question but i dont know how to do it.
How to install OCA Odoo assitance module with my Odoo instance (v12) ?
Thank you very much.

Reda.

v12 "No title" as the title of portal ticket list

This ticket apply to version 12.0 of this module.

In portal ticket list view, the ticket list is titled with "No title".
This the result of calling "portal.portal_searchbar" without any argument "title".

        <h3>Tickets
           <t t-call="portal.portal_searchbar"/>
       </h3>

I suggest to use the same structure than on Project module:

        <t t-set="breadcrumbs_searchbar" t-value="True"/>
        <t t-call="portal.portal_searchbar">
            <t t-set="title">Tickets</t>
        </t>

This imply to change the controller myaccount.py by disabling line 'no_breadcrumbs': False.

Rename module helpdesk to helpdesk_base

Odoo Enterprise already has a module called helpdesk.
To avoid misunderstandings and issues I think it might be better to rename the module as helpdesk_base or something similar.

@aitorbouzas @pedrobaeza What do you think?

mail_message.py

Migration module crm_helpdesk_states from v8 to v11

• The person in charge of this task must do it based on the module crm_helpdesk_states (https://github.com/factorlibre/helpdesk/tree/8.0-FL_Helpdesk_Improvement).
• The relevant changes must be made to update the model to v11.

data / helpdesk_sequence.xml

Migration module crm_helpdesk_improvement from v8 to v11

• The person in charge of this task must do it based on the module crm_helpdesk_improvement (https://github.com/factorlibre/helpdesk/tree/8.0-FL_Helpdesk_Improvement).

• The pertinent changes must be made to update the data to v11.

Migration to version 10.0

Todo

https://github.com/OCA/maintainer-tools/wiki/Migration-to-version-10.0

Modules to migrate

• helpdesk_mgmt

Migration to version 14.0

Todo

https://github.com/OCA/maintainer-tools/wiki/Migration-to-version-14.0

Modules to migrate

• helpdesk_mgmt - By @dalonsod - #179
• helpdesk_mgmt_fieldservice - By @yankinmax - #348
• helpdesk_mgmt_project
• helpdesk_mgmt_rating
• helpdesk_mgmt_sla - By @marcelsavegnago - #326
• helpdesk_mgmt_timesheet - By @AntoniRomera - #254
• helpdesk_motive
• helpdesk_type

Missing module? Check https://github.com/OCA/maintainer-tools/wiki/%5BFAQ%5D-Missing-modules-in-migration-issue-list

Stages are not clickable from the ticket view

When I display the ticket content, I'm unable to click on stage in order to update the stage status. I need to move back from kanban view. This issue is only for this module, other modules like CRM allow me to update stage from the opportunity view.

Edit : this issue occurs on Odoo 13.

Error when installing the helpdesk_mgmt 13.0 module

Odoo Server Error

Traceback (most recent call last):
File "/usr/lib/python3/dist-packages/odoo/http.py", line 624, in _handle_exception
return super(JsonRequest, self)._handle_exception(exception)
File "/usr/lib/python3/dist-packages/odoo/http.py", line 310, in _handle_exception
raise pycompat.reraise(type(exception), exception, sys.exc_info()[2])
File "/usr/lib/python3/dist-packages/odoo/tools/pycompat.py", line 14, in reraise
raise value
File "/usr/lib/python3/dist-packages/odoo/http.py", line 669, in dispatch
result = self._call_function(**self.params)
File "/usr/lib/python3/dist-packages/odoo/http.py", line 350, in _call_function
return checked_call(self.db, *args, **kwargs)
File "/usr/lib/python3/dist-packages/odoo/service/model.py", line 94, in wrapper
return f(dbname, *args, **kwargs)
File "/usr/lib/python3/dist-packages/odoo/http.py", line 339, in checked_call
result = self.endpoint(*a, **kw)
File "/usr/lib/python3/dist-packages/odoo/http.py", line 915, in call
return self.method(*args, **kw)
File "/usr/lib/python3/dist-packages/odoo/http.py", line 515, in response_wrap
response = f(*args, **kw)
File "/usr/lib/python3/dist-packages/odoo/addons/web/controllers/main.py", line 1326, in call_button
action = self._call_kw(model, method, args, kwargs)
File "/usr/lib/python3/dist-packages/odoo/addons/web/controllers/main.py", line 1314, in _call_kw
return call_kw(request.env[model], method, args, kwargs)
File "/usr/lib/python3/dist-packages/odoo/api.py", line 387, in call_kw
result = _call_kw_multi(method, model, args, kwargs)
File "/usr/lib/python3/dist-packages/odoo/api.py", line 374, in _call_kw_multi
result = method(recs, *args, **kwargs)
File "", line 2, in button_immediate_install
File "/usr/lib/python3/dist-packages/odoo/addons/base/models/ir_module.py", line 72, in check_and_log
return method(self, *args, **kwargs)
File "/usr/lib/python3/dist-packages/odoo/addons/base/models/ir_module.py", line 463, in button_immediate_install
return self._button_immediate_function(type(self).button_install)
File "/usr/lib/python3/dist-packages/odoo/addons/base/models/ir_module.py", line 573, in _button_immediate_function
modules.registry.Registry.new(self._cr.dbname, update_module=True)
File "/usr/lib/python3/dist-packages/odoo/modules/registry.py", line 86, in new
odoo.modules.load_modules(registry._db, force_demo, status, update_module)
File "/usr/lib/python3/dist-packages/odoo/modules/loading.py", line 423, in load_modules
loaded_modules, update_module, models_to_check)
File "/usr/lib/python3/dist-packages/odoo/modules/loading.py", line 315, in load_marked_modules
perform_checks=perform_checks, models_to_check=models_to_check
File "/usr/lib/python3/dist-packages/odoo/modules/loading.py", line 182, in load_module_graph
load_openerp_module(package.name)
File "/usr/lib/python3/dist-packages/odoo/modules/module.py", line 376, in load_openerp_module
import('odoo.addons.' + module_name)
File "/mnt/extra-addons/helpdesk_mgmt/init.py", line 2, in
from . import models
File "/mnt/extra-addons/helpdesk_mgmt/models/init.py", line 1, in
from . import helpdesk_ticket
File "/mnt/extra-addons/helpdesk_mgmt/models/helpdesk_ticket.py", line 5, in
class HelpdeskTicket(models.Model):
File "/mnt/extra-addons/helpdesk_mgmt/models/helpdesk_ticket.py", line 117, in HelpdeskTicket
@api.multi
AttributeError: module 'odoo.api' has no attribute 'multi'

Please help.

[12.0] "Assigned to" email notification sent to partner

When the ticket is assigned to a user, the email notification "Hello user,
The ticket HT00001 has been assigned to you." is sent to the partner (and not to the user)

This happens even if partner is not follower of the ticket.

Steps to reproduce:

1. create new ticket
2. assign to user
3. check outgoing email in settings > tecnical > emails

crm_helpesk.py + crm_helpdesk.xml

Migration module crm_helpdesk_improvement from v8 to v11

• The person in charge of this task must do it based on the module crm_helpdesk_improvement (https://github.com/factorlibre/helpdesk/tree/8.0-FL_Helpdesk_Improvement).

• The pertinent changes must be made to update the model and the view to v11.

[13.0] helpdesk_mgmt : adding attachment fails

Hello,
(at commit b2f7d3c)

with a portal user,
if i add an attachment while creating issue, i got redirected to following traceback :

Traceback (most recent call last):
  File "/home/odoo/odoo/parts/OCB-f54310be4efed12f74ce6e3d91251f171319894e/odoo/addons/base/models/ir_http.py", line 229, in _dispatch
    result = request.dispatch()
  File "/home/odoo/odoo/parts/OCB-f54310be4efed12f74ce6e3d91251f171319894e/odoo/http.py", line 809, in dispatch
    r = self._call_function(**self.params)
  File "/home/odoo/odoo/parts/OCB-f54310be4efed12f74ce6e3d91251f171319894e/odoo/http.py", line 350, in _call_function
    return checked_call(self.db, *args, **kwargs)
  File "/home/odoo/odoo/parts/OCB-f54310be4efed12f74ce6e3d91251f171319894e/odoo/service/model.py", line 94, in wrapper
    return f(dbname, *args, **kwargs)
  File "/home/odoo/odoo/parts/OCB-f54310be4efed12f74ce6e3d91251f171319894e/odoo/http.py", line 339, in checked_call
    result = self.endpoint(*a, **kw)
  File "/home/odoo/odoo/parts/OCB-f54310be4efed12f74ce6e3d91251f171319894e/odoo/http.py", line 915, in __call__
    return self.method(*args, **kw)
  File "/home/odoo/odoo/parts/OCB-f54310be4efed12f74ce6e3d91251f171319894e/odoo/http.py", line 515, in response_wrap
    response = f(*args, **kw)
  File "/home/odoo/odoo/parts/helpdesk/helpdesk_mgmt/controllers/main.py", line 74, in submit_ticket
    "res_id": new_ticket.id,
  File "<decorator-gen-130>", line 2, in create
  File "/home/odoo/odoo/parts/OCB-f54310be4efed12f74ce6e3d91251f171319894e/odoo/api.py", line 314, in _model_create_single
    return create(self, arg)
  File "/home/odoo/odoo/parts/OCB-f54310be4efed12f74ce6e3d91251f171319894e/addons/website/models/ir_attachment.py", line 25, in create
    return super(Attachment, self).create(vals)
  File "<decorator-gen-39>", line 2, in create
  File "/home/odoo/odoo/parts/OCB-f54310be4efed12f74ce6e3d91251f171319894e/odoo/api.py", line 335, in _model_create_multi
    return create(self, [arg])
  File "/home/odoo/odoo/parts/OCB-f54310be4efed12f74ce6e3d91251f171319894e/odoo/addons/base/models/ir_attachment.py", line 524, in create
    return super(IrAttachment, self).create(vals_list)
  File "<decorator-gen-3>", line 2, in create
  File "/home/odoo/odoo/parts/OCB-f54310be4efed12f74ce6e3d91251f171319894e/odoo/api.py", line 336, in _model_create_multi
    return create(self, arg)
  File "/home/odoo/odoo/parts/OCB-f54310be4efed12f74ce6e3d91251f171319894e/odoo/models.py", line 3699, in create
    raise ValueError("Invalid field %r on model %r" % (key, self._name))
ValueError: Invalid field 'datas_fname' on model 'ir.attachment'

Ask for confirmation before delete a line

On module helpdesk_mgmt_timesheet should ask for confirmation before delete a line from timesheet to avoid errors.

New Module: Website Helpdesk

We already realized with our Partner BizzAppDev a module to enable to user to see his tickets in the customer portal on the website.
Is anybody already working on this? If not we will create a PR

I don't have access to the public ticket page (web)

Hello,
I will contact you to ask for a little help.

I have installed the helpdesk_mgmt module, I do have access to Helpdesk on the backend, but on my website I don't know how to access the user view to create and track tickets, I don't know the url.

Usually when I install a module, if there is a part on the web, the link is automatically added to the website menu but this is not the case.

Thanks in advance for your help,
Sincerely, Samy

Backend created tickets don't show up in portal

If we create a new ticket on the Odoo backend, it won't show on the the associated partner portal view. That's because rule

    <!-- Portal for helpdesk -->
    <record id="helpdesk_ticket_rule_portal" model="ir.rule">
        <field name="name">Portal Personal Tickets</field>
        <field name="model_id" ref="model_helpdesk_ticket"/>
        <field name="domain_force">[('message_partner_ids','child_of',[user.commercial_partner_id.id])]</field>
        <field name="groups" eval="[(4, ref('base.group_portal'))]"/>
    </record>

only shows tickets on which the partner is a follower. But when the ticket is created on the backend, the partner is not added to the followers list.
I can try to fix this but would appreciate your opinion: should we add the partner to the followers list or modify the portal rule and add an OR clause with ('partner_id','child_of',[user.commercial_partner_id.id]) ?

Create a new branch 12.0 for the migration to Odoo 12

@pedrobaeza Once this module is finished I think it will be necessary a 12.0 branch for the migration to Odoo 12

Wrong spelling of 'Helpdesk' (helpdesk 13.0)

Wrong spelling of 'Helpdesk'

Please check

[12.0] helpdesk_mgmt_timesheet not translatable

As not present at https://translation.odoo-community.org/projects/helpdesk-12-0/

Email template -- Ticket Assignment

I just realized that an email is sent to the client when the ticket is assigned to an user. Is this correct?
I don't know if this makes sense or if this has any purpose.

Kanban template Error when clicked on team card

Version affected: 12CE
Modules installed: base + oca helpdesk
Latest commit: 368b9de

Steps to reproduce

1. Install modules from github.
2. Create new clean Odoo db (pg 9.6) with demo data.
3. Install Helpdesk module.
4. Go to Helpdesk menu and click on Team kanban dashboard.
   Following error appears:
   Error:
   Uncaught Error: QWeb2 - template['kanban-box']: Error evaluating template: SyntaxError: Unexpected identifier

http://localhost:8069/web/content/383-9c2787f/web.assets_common.js:3374
Traceback:
Error: QWeb2 - template['kanban-box']: Error evaluating template: SyntaxError: Unexpected identifier
at Object.exception (http://localhost:8069/web/content/383-9c2787f/web.assets_common.js:3374:7)
at Engine._render (http://localhost:8069/web/content/383-9c2787f/web.assets_common.js:3417:12)
at Engine.render (http://localhost:8069/web/content/383-9c2787f/web.assets_common.js:3415:151)
at Class._render (http://localhost:8069/web/content/384-e2ccca3/web.assets_backend.js:1814:451)
at Class.start (http://localhost:8069/web/content/384-e2ccca3/web.assets_backend.js:1804:1256)
at Class.prototype. [as start] (http://localhost:8069/web/content/383-9c2787f/web.assets_common.js:3538:488)
at http://localhost:8069/web/content/383-9c2787f/web.assets_common.js:3684:52
at http://localhost:8069/web/content/383-9c2787f/web.assets_common.js:802:681
at fire (http://localhost:8069/web/content/383-9c2787f/web.assets_common.js:796:299)
at Object.add [as done] (http://localhost:8069/web/content/383-9c2787f/web.assets_common.js:797:467)

security / ir_rule_data.xml + security / ir.model.access.csv

Migration module crm_helpdesk_improvement from v8 to v11

• The person in charge of this task must do it based on the module crm_helpdesk_improvement (https://github.com/factorlibre/helpdesk/tree/8.0-FL_Helpdesk_Improvement).

• The pertinent changes must be made to update the security to v11.

res_partner.py + res_partner_view.xml

Migration module crm_helpdesk_improvement from v8 to v11

• The person in charge of this task must do it based on the module crm_helpdesk_improvement (https://github.com/factorlibre/helpdesk/tree/8.0-FL_Helpdesk_Improvement).

• The pertinent changes must be made to update the model and the view to v11.

Server date is used for initial value of last_stag_update

In ticket list view web#model=helpdesk.ticket&view_type=list : I have inconsistency
something i did not expect on last stage update value (last update is before creation...) : the default last stage update is the server start time.

Ticket number	Title	Partner Name	Assigned user	Stage	Priority	Created on	Last Stage Update
HT00032	Rechargement vue			New		30/07/2019 12:07:14	30/07/2019 11:39:04

Solution in models/helpdesk_ticket.py, remove parenthesis in Datetime.now()

    last_stage_update = fields.Datetime(
        string='Last Stage Update',
        default=fields.Datetime.now,
    )

From mail ticket creation, computed partner_id is not always the best choice

Minor bug.

When creating a ticket by sending a mail (fetchmail), the partner_id is the first one found with matching mail address.

However it could be nicer to try to match a partner_id which is an helpdesk user if many matching mails are found.

See in code helpdesk_mgmt / models / helpdesk_ticket.py, def message_new ()

Helpdesk Base

We have a whole set of Modules for helpdesk implemented. Shall we Do a pr and we see what will make it? Or whats the best way now

[11.0] Issue on create new ticket in kanban view

When new ticket is created in kanban view the log shows the follow error:

2019-09-30 07:40:15,797 34 ERROR project odoo.sql_db: bad query: b'INSERT INTO "helpdesk_ticket" ("id", "stage_id", "company_id", "rating_status", "positive_rate_percentage", "last_stage_update", "priority", "number", "create_uid", "write_uid", "create_date", "write_date")
VALUES(nextval('helpdesk_ticket_id_seq'), 6, 1, 'stage_change', -1, '2019-09-30 07:40:15', '1', 'dfd', 1, 1, (now() at time zone 'UTC'), (now() at time zone 'UTC')) RETURNING id' ERROR: null value in column "name" violates not-null constraint DETAIL: Failing row contains (17, dfd, null, null, null, 6, null, null, null, 2019-09-30 07:40:15, null, null, 1, null, null, null, 1, null, null, null, null, 1, 2019-09-30 07:40:15.794557, 1, 2019-09-30 07:40:15.794557, null, -1, stage_change).

Sequence:
Tickets -> kanban view -> in any state press create -> put the title -> press button create.

OCA PSC team helpdesk has no projects

I think here https://odoo-community.org/psc-teams/helpdesk-164 should be listed https://github.com/OCA/helpdesk

Update Traduction

The person in charge of this task should do it once the rest of the tasks are finished

Don't modify timesheet on a closed ticket

On module helpdesk_mgmt_timesheet it shouldn't be possible modify a line from timesheet if ticket is closed.

mail_thread.py

Migration module crm_helpdesk_improvement from v8 to v11

• The person in charge of this task must do it based on the module crm_helpdesk_improvement (https://github.com/factorlibre/helpdesk/tree/8.0-FL_Helpdesk_Improvement).

• The pertinent changes must be made to update the model to v11.

crm_helpdesk_mail_team

Migration module crm_helpdesk_mail_team from v8 to v11

• The person in charge of this task must do it based on the module crm_helpdesk_mail_team (https://github.com/factorlibre/helpdesk/tree/8.0-FL_Helpdesk_Improvement).

• The relevant changes must be made to update module to v11.

Migration to version 13.0

Todo

https://github.com/OCA/maintainer-tools/wiki/Migration-to-version-13.0

Modules to migrate

• helpdesk_mgmt - By @max3903 - #99 By @emagdalenaC2i - #104 By @cubells - #117
• helpdesk_motive - By @AntoniRomera - #130

Missing module? Check https://github.com/OCA/maintainer-tools/wiki/%5BFAQ%5D-Missing-modules-in-migration-issue-list

[RFC] Website Form on v13.0

I have a doubt with this question on v13... its better to integrate de ticket creation form with the core form editor registry released on 13.0?
Example with recruitment:
https://github.com/OCA/OCB/blob/13.0/addons/website_hr_recruitment/static/src/js/website_hr_recruitment_editor.js#L9

Origin from #106

data + security

Migration module crm_helpdesk_states from v8 to v11

• The person in charge of this task must do it based on the module crm_helpdesk_states (https://github.com/factorlibre/helpdesk/tree/8.0-FL_Helpdesk_Improvement).
• The relevant changes must be made to update the data and security to v11.

[12] is helpdesk [12] still an alpha developement state, or it is beta as version [13]?

[12] is helpdesk [12] still an alpha developement state, or it is beta as version [13]?

Adding searchbar in portal ticket list (similarly to Tasks)

I intend to add a text input in searchbar in portal ticket list (similarly to Tasks) , shall it be included in helpdesk_mgmt module.

Which properties shall we include (in oca module) for search with input text ?

• all
• name
• description
• chatter messages Edit: pedrobaeza referenced a module that do most of the job
• assigned user
• category

[RFC]: partner creation pre-fill fields/default_get

The helpdesk works with email and doesn't automatically create a partner when you receive a ticket. However, you may want to create the partner. I think this is similar to the CRM module. In the CRM module if you create on the create partner button from a lead, you get all field filled by default thanks to this default_get override:
https://github.com/odoo/odoo/blob/12.0/addons/crm/models/res_partner.py#L18

Wouldn't be great to have such a default_get in the helpdesk_mgmt module that would fill the partner name and the email?

[General Question]What is the functionnal roadmap of this repo

Hi,

First of all I would like to congratulate this initiative that looks amazing.
My question is fairly simple and I hope that I won't be misunderstood.
What is the main difference with project management available in Odoo CE + OCA repo ?

As I'm about to migrate from 10.0 to 12.0 our main instance, as I'm suspecting that great things are about to be achieved here, I would like to have more precision regarding the Roadmap to decide wether I migrate our support activity from project to heldesk .

Thanks for reading and for any answer.

Regards

FUN ISSUE: I prefere this icon

maybe at least this can be adapted from our module ://:S