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CybroAddons/odoo_website_helpdesk/models/ticket_helpdesk.py

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# -*- coding: utf-8 -*-
################################################################################
#
# Cybrosys Technologies Pvt. Ltd.
#
# Copyright (C) 2024-TODAY Cybrosys Technologies(<https://www.cybrosys.com>)
# Author: Bhagyadev KP (<https://www.cybrosys.com>)
#
# You can modify it under the terms of the GNU LESSER
# GENERAL PUBLIC LICENSE (LGPL v3), Version 3.
#
# This program is distributed in the hope that it will be useful,
# but WITHOUT ANY WARRANTY; without even the implied warranty of
# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
# GNU LESSER GENERAL PUBLIC LICENSE (LGPL v3) for more details.
#
# You should have received a copy of the GNU LESSER GENERAL PUBLIC LICENSE
# (LGPL v3) along with this program.
# If not, see <http://www.gnu.org/licenses/>.
#
################################################################################
import logging
from odoo import api, fields, models, _
from odoo.exceptions import UserError
from odoo.exceptions import ValidationError
_logger = logging.getLogger(__name__)
PRIORITIES = [
('0', 'Very Low'),
('1', 'Low'),
('2', 'Normal'),
('3', 'High'),
('4', 'Very High'),
]
RATING = [
('0', 'Very Low'),
('1', 'Low'),
('2', 'Normal'),
('3', 'High'),
('4', 'Very High'),
('5', 'Extreme High')
]
class TicketHelpDesk(models.Model):
"""Help_ticket model"""
_name = 'ticket.helpdesk'
_description = 'Helpdesk Ticket'
_inherit = ['mail.thread', 'mail.activity.mixin']
def _default_show_create_task(self):
"""Task creation"""
return self.env['ir.config_parameter'].sudo().get_param(
'odoo_website_helpdesk.show_create_task')
def _default_show_category(self):
"""Show category default"""
return self.env['ir.config_parameter'].sudo().get_param(
'odoo_website_helpdesk.show_category')
name = fields.Char('Name', default=lambda self: self.env['ir.sequence'].
next_by_code('ticket.helpdesk') or _('New'),
help='Ticket Name')
customer_id = fields.Many2one('res.partner',
string='Customer Name',
help='Customer Name')
customer_name = fields.Char('Customer Name', help='Customer Name')
subject = fields.Text('Subject', required=True,
help='Subject of the Ticket')
description = fields.Text('Description', required=True,
help='Description')
email = fields.Char('Email', help='Email')
phone = fields.Char('Phone', help='Contact Number')
team_id = fields.Many2one('team.helpdesk', string='Helpdesk Team',
help='Helpdesk Team Name')
product_ids = fields.Many2many('product.template',
string='Product',
help='Product Name')
project_id = fields.Many2one('project.project',
string='Project',
readonly=False,
related='team_id.project_id',
store=True,
help='Project Name')
priority = fields.Selection(PRIORITIES, default='1', help='Priority of the'
' Ticket')
stage_id = fields.Many2one('ticket.stage', string='Stage',
tracking=True,
group_expand='_read_group_stage_ids',
help='Stages')
user_id = fields.Many2one('res.users',
default=lambda self: self.env.user,
check_company=True,
index=True, tracking=True,
help='Login User', string='User')
cost = fields.Float('Cost per hour', help='Cost Per Unit')
service_product_id = fields.Many2one('product.product',
string='Service Product',
help='Service Product',
domain=[
('type', '=', 'service')])
create_date = fields.Datetime('Creation Date', help='Created date')
start_date = fields.Datetime('Start Date', help='Start Date')
end_date = fields.Datetime('End Date', help='End Date')
public_ticket = fields.Boolean(string="Public Ticket",
help='Public Ticket')
invoice_ids = fields.Many2many('account.move',
string='Invoices',
help='Invoicing id'
)
task_ids = fields.Many2many('project.task',
string='Tasks',
help='Task id')
color = fields.Integer(string="Color", help='Color')
replied_date = fields.Datetime('Replied date', help='Replied Date')
last_update_date = fields.Datetime('Last Update Date',
help='Last Update Date')
ticket_type_id = fields.Many2one('helpdesk.type',
string='Ticket Type', help='Ticket Type')
team_head_id = fields.Many2one('res.users', string='Team Leader',
compute='_compute_team_head_id',
help='Team Leader Name')
assigned_user_id = fields.Many2one('res.users', string='Assigned User',
domain=lambda self: [('groups_id', 'in',
self.env.ref(
'odoo_website_helpdesk.helpdesk_user').id)],
help='Assigned User Name')
category_id = fields.Many2one('helpdesk.category', string='Category',
help='Category')
tags_ids = fields.Many2many('helpdesk.tag', help='Tags', string='Tags')
assign_user = fields.Boolean(default=False, help='Assign User',
string='Assign User')
attachment_ids = fields.One2many('ir.attachment', 'res_id',
help='Attachment Line',
string='Attachments')
merge_ticket_invisible = fields.Boolean(string='Merge Ticket',
help='Merge Ticket Invisible or '
'Not', default=False)
merge_count = fields.Integer(string='Merge Count', help='Merged Tickets '
'Count')
active = fields.Boolean(default=True, help='Active', string='Active')
show_create_task = fields.Boolean(string="Show Create Task",
help='Show created task or not',
default=_default_show_create_task,
compute='_compute_show_create_task')
create_task = fields.Boolean(string="Create Task", readonly=False,
help='Create task or not',
related='team_id.create_task', store=True)
billable = fields.Boolean(string="Billable", default=False,
help='Is billable or not', )
show_category = fields.Boolean(default=_default_show_category,
string="Show Category",
help='Show category or not',
compute='_compute_show_category')
customer_rating = fields.Selection(RATING, default='0', readonly=True)
review = fields.Char('Review', readonly=True, help='Ticket review')
kanban_state = fields.Selection([
('normal', 'Ready'),
('done', 'In Progress'),
('blocked', 'Blocked'), ], default='normal')
@api.onchange('team_id', 'team_head_id')
def _onchange_team_id(self):
"""Changing the team leader when selecting the team"""
li = self.team_id.member_ids.mapped(id)
return {'domain': {'assigned_user_id': [('id', 'in', li)]}}
@api.depends('team_id')
def _compute_team_head_id(self):
"""Compute the team head function"""
self.team_head_id = self.team_id.team_lead_id.id
@api.onchange('stage_id')
def _onchange_stage_id(self):
"""Sending mail to the user function"""
rec_id = self._origin.id
data = self.env['ticket.helpdesk'].search([('id', '=', rec_id)])
data.last_update_date = fields.Datetime.now()
if self.stage_id.starting_stage:
data.start_date = fields.Datetime.now()
if self.stage_id.closing_stage or self.stage_id.cancel_stage:
data.end_date = fields.Datetime.now()
if self.stage_id.template_id:
mail_template = self.stage_id.template_id
mail_template.send_mail(self._origin.id, force_send=True)
def assign_to_teamleader(self):
"""Assigning team leader function"""
if self.team_id:
self.team_head_id = self.team_id.team_lead_id.id
mail_template = self.env.ref(
'odoo_website_helpdesk.odoo_website_helpdesk_assign')
mail_template.sudo().write({
'email_to': self.team_head_id.email,
'subject': self.name
})
mail_template.sudo().send_mail(self.id, force_send=True)
else:
raise ValidationError("Please choose a Helpdesk Team")
def _compute_show_category(self):
"""Compute show category"""
show_category = self._default_show_category()
for rec in self:
rec.show_category = show_category
def _compute_show_create_task(self):
"""Compute the created task"""
show_create_task = self._default_show_create_task()
for record in self:
record.show_create_task = show_create_task
def auto_close_ticket(self):
"""Automatically closing the ticket"""
auto_close = self.env['ir.config_parameter'].sudo().get_param(
'odoo_website_helpdesk.auto_close_ticket')
if auto_close:
no_of_days = self.env['ir.config_parameter'].sudo().get_param(
'odoo_website_helpdesk.no_of_days')
records = self.env['ticket.helpdesk'].search([])
for rec in records:
days = (fields.Datetime.today() - rec.create_date).days
if days >= int(no_of_days):
close_stage_id = self.env['ticket.stage'].search(
[('closing_stage', '=', True)])
if close_stage_id:
rec.stage_id = close_stage_id
def default_stage_id(self):
"""Method to return the default stage"""
return self.env['ticket.stage'].search(
[('name', '=', 'Draft')], limit=1).id
def _read_group_stage_ids(self, stages, domain):
"""
return the stages to stage_ids
"""
stage_ids = self.env['ticket.stage'].search([])
return stage_ids
@api.model_create_multi
def create(self, vals_list):
"""Create function"""
for vals in vals_list:
if vals.get('name', _('New')) == _('New'):
vals['name'] = self.env['ir.sequence'].next_by_code(
'ticket.helpdesk')
return super(TicketHelpDesk, self).create(vals_list)
def write(self, vals):
"""Write function"""
result = super(TicketHelpDesk, self).write(vals)
return result
def action_create_invoice(self):
"""Create Invoice based on the ticket"""
tasks = self.env['project.task'].search(
[('project_id', '=', self.project_id.id),
('ticket_id', '=', self.id)]).filtered(
lambda line: not line.ticket_billed)
if not tasks:
raise UserError('No Tasks to Bill')
total = sum(x.effective_hours for x in tasks if
x.effective_hours > 0 and not x.some_flag)
invoice_no = self.env['ir.sequence'].next_by_code(
'ticket.invoice')
self.env['account.move'].create([
{
'name': invoice_no,
'move_type': 'out_invoice',
'partner_id': self.customer_id.id,
'ticket_id': self.id,
'date': fields.Date.today(),
'invoice_date': fields.Date.today(),
'invoice_line_ids': [(0, 0,
{
'product_id': self.service_product_id.id,
'name': self.service_product_id.name,
'quantity': total,
'product_uom_id': self.service_product_id.uom_id.id,
'price_unit': self.cost,
'account_id': self.service_product_id.categ_id.property_account_income_categ_id.id,
})],
}, ])
for task in tasks:
task.ticket_billed = True
return {
'effect': {
'fadeout': 'medium',
'message': 'Billed Successfully!',
'type': 'rainbow_man',
}
}
def action_create_tasks(self):
"""Task creation"""
task_id = self.env['project.task'].create({
'name': self.name + '-' + self.subject,
'project_id': self.project_id.id,
'company_id': self.env.company.id,
'ticket_id': self.id,
})
self.write({
'task_ids': [(4, task_id.id)]
})
return {
'name': 'Tasks',
'res_model': 'project.task',
'view_id': False,
'res_id': task_id.id,
'view_mode': 'form',
'type': 'ir.actions.act_window',
'target': 'new',
}
def action_open_tasks(self):
"""View the Created task """
return {
'name': 'Tasks',
'domain': [('ticket_id', '=', self.id)],
'res_model': 'project.task',
'view_id': False,
'view_mode': 'list,form',
'type': 'ir.actions.act_window',
}
def action_open_invoices(self):
"""View the Created invoice"""
return {
'name': 'Invoice',
'domain': [('ticket_id', '=', self.id)],
'res_model': 'account.move',
'view_id': False,
'view_mode': 'list,form',
'type': 'ir.actions.act_window',
}
def action_open_merged_tickets(self):
"""Open the merged tickets list view"""
ticket_ids = self.env['support.ticket'].search(
[('merged_ticket', '=', self.id)])
helpdesk_ticket_ids = ticket_ids.mapped('display_name')
help_ticket_records = self.env['ticket.helpdesk'].search(
[('name', 'in', helpdesk_ticket_ids)])
return {
'type': 'ir.actions.act_window',
'name': 'Helpdesk Ticket',
'view_mode': 'list,form',
'res_model': 'ticket.helpdesk',
'domain': [('id', 'in', help_ticket_records.ids)],
'context': self.env.context,
}
def action_send_reply(self):
"""Action to sent reply button"""
template_id = self.env['ir.config_parameter'].sudo().get_param(
'odoo_website_helpdesk.reply_template_id'
)
template_id = self.env['mail.template'].browse(int(template_id))
if template_id:
return {
'type': 'ir.actions.act_window',
'name': 'mail',
'res_model': 'mail.compose.message',
'view_mode': 'form',
'target': 'new',
'views': [[False, 'form']],
'context': {
'default_model': 'ticket.helpdesk',
'default_res_ids': self.ids,
'default_template_id': template_id.id
}
}
return {
'type': 'ir.actions.act_window',
'name': 'mail',
'res_model': 'mail.compose.message',
'view_mode': 'form',
'target': 'new',
'views': [[False, 'form']],
'context': {
'default_model': 'ticket.helpdesk',
'default_res_ids': self.ids,
}
}