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CybroAddons/odoo_website_helpdesk/models/helpdesk.py

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# -*- coding: utf-8 -*-
#############################################################################
#
# Cybrosys Technologies Pvt. Ltd.
#
# Copyright (C) 2022-TODAY Cybrosys Technologies(<https://www.cybrosys.com>)
# Author: Cybrosys Techno Solutions(<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 models, fields, api, _
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 HelpDeskTicket(models.Model):
"""Help_ticket model"""
_name = 'help.ticket'
_description = 'Helpdesk Ticket'
_inherit = ['mail.thread', 'mail.activity.mixin']
name = fields.Char('Name', default=lambda self: self.env['ir.sequence'].
next_by_code('help.ticket') or _('New'))
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('help.team', string='Helpdesk Team',
help='Helpdesk Team Name')
product_id = 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',
default=lambda self: self.env[
'ticket.stage'].search(
[('name', '=', 'Draft')], limit=1).id,
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')
cost = fields.Float('Cost per hour', help='Cost Per Unit')
service_product_id = fields.Many2one('product.product',
string='Service Product',
help='Service Product',
domain=[
('detailed_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 = fields.Many2one('helpdesk.types',
string='Ticket Type', help='Ticket Type')
team_head = fields.Many2one('res.users', string='Team Leader',
compute='_compute_team_head',
help='Team Leader Name')
assigned_user = fields.Many2one('res.users',
domain=lambda self: [
('groups_id', 'in', self.env.ref(
'odoo_website_helpdesk.helpdesk_user').id)],
help='Assigned User Name')
category_id = fields.Many2one('helpdesk.categories',
help='Category')
tags = fields.Many2many('helpdesk.tag', help='Tags')
assign_user = fields.Boolean(default=False, help='Assign User')
attachment_ids = fields.One2many('ir.attachment', 'res_id',
help='Attachment Line')
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')
@api.onchange('team_id', 'team_head')
def team_leader_domain(self):
"""Changing the team leader when selecting the team"""
li = []
for rec in self.team_id.member_ids:
li.append(rec.id)
return {'domain': {'assigned_user': [('id', 'in', li)]}}
@api.depends('team_id')
def _compute_team_head(self):
"""Compute the team head function"""
self.team_head = self.team_id.team_lead_id.id
@api.onchange('stage_id')
def mail_snd(self):
"""Sending mail to the user function"""
rec_id = self._origin.id
data = self.env['help.ticket'].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 = 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.email,
'subject': self.name
})
mail_template.sudo().send_mail(self.id, force_send=True)
else:
raise ValidationError("Please choose a Helpdesk Team")
def _default_show_create_task(self):
"""Task creation"""
return self.env['ir.config_parameter'].sudo().get_param(
'odoo_website_helpdesk.show_create_task')
show_create_task = fields.Boolean(string="Create Task",
default=_default_show_create_task,
compute='_compute_show_create_task')
create_task = fields.Boolean(string="Create Task", readonly=False,
related='team_id.create_task', store=True)
billable = fields.Boolean(string="Billable", default=False)
def _default_show_category(self):
"""Show category default"""
return self.env['ir.config_parameter'].sudo().get_param(
'odoo_website_helpdesk.show_category')
show_category = fields.Boolean(default=_default_show_category,
compute='_compute_show_category')
customer_rating = fields.Selection(RATING, default='0', readonly=True)
review = fields.Char('Review', readonly=True)
kanban_state = fields.Selection([
('normal', 'Ready'),
('done', 'In Progress'),
('blocked', 'Blocked'), ], default='normal')
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['help.ticket'].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):
# Search your stage
return self.env['ticket.stage'].search(
[('name', '=', 'Draft')], limit=1).id
@api.model
def _read_group_stage_ids(self, stages, domain, order):
"""
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"""
return super(HelpDeskTicket, self).create(vals_list)
def write(self, vals):
"""Write function"""
result = super(HelpDeskTicket, self).write(vals)
return result
def 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: line.ticket_billed == False)
if not tasks:
raise UserError('No Tasks to Bill')
total = sum(x.effective_hours for x in tasks if x.effective_hours > 0)
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 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 open_tasks(self):
"""View the Created task """
return {
'name': 'Tasks',
'domain': [('ticket_id', '=', self.id)],
'res_model': 'project.task',
'view_id': False,
'view_mode': 'tree,form',
'type': 'ir.actions.act_window',
}
def open_invoices(self):
"""View the Created invoice"""
return {
'name': 'Invoice',
'domain': [('ticket_id', '=', self.id)],
'res_model': 'account.move',
'view_id': False,
'view_mode': 'tree,form',
'type': 'ir.actions.act_window',
}
def open_merged_tickets(self):
"""Open the merged tickets tree view"""
ticket_ids = self.env['support.tickets'].search(
[('merged_ticket', '=', self.id)])
# Get the display_name matching records from the support.tickets
helpdesk_ticket_ids = ticket_ids.mapped('display_name')
# Get the IDs of the help.ticket records matching the display names
help_ticket_records = self.env['help.ticket'].search(
[('name', 'in', helpdesk_ticket_ids)])
return {
'type': 'ir.actions.act_window',
'name': 'Helpdesk Ticket',
'view_mode': 'tree,form',
'res_model': 'help.ticket',
'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': 'help.ticket',
'default_res_id': self.id,
'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': 'help.ticket',
'default_res_id': self.id,
}
}
class StageTicket(models.Model):
"""Stage Ticket class"""
_name = 'ticket.stage'
_description = 'Ticket Stage'
_order = 'sequence, id'
_fold_name = 'fold'
name = fields.Char('Name', help='Name')
active = fields.Boolean(default=True, help='Active', string='Active')
sequence = fields.Integer(default=50, help='Sequence', string='Sequence')
closing_stage = fields.Boolean('Closing Stage', default=False,
help='Closing stage')
cancel_stage = fields.Boolean('Cancel Stage', default=False,
help='Cancel stage')
starting_stage = fields.Boolean('Start Stage', default=False,
help='Starting Stage')
folded = fields.Boolean('Folded in Kanban', default=False,
help='Folded Stage')
template_id = fields.Many2one('mail.template',
help='Templates',
domain="[('model', '=', 'help.ticket')]")
group_ids = fields.Many2many('res.groups', help='Group ID')
fold = fields.Boolean(string='Fold', help='Folded')
def unlink(self):
"""Unlinking Function"""
for rec in self:
tickets = rec.search([])
sequence = tickets.mapped('sequence')
lowest_sequence = tickets.filtered(
lambda x: x.sequence == min(sequence))
if self.name == "Draft":
raise UserError(_("Cannot Delete This Stage"))
if rec == lowest_sequence:
raise UserError(_("Cannot Delete '%s'" % (rec.name)))
else:
res = super().unlink()
return res
class HelpdeskTypes(models.Model):
"""Helpdesk types """
_name = 'helpdesk.types'
_description = 'Helpdesk Types'
name = fields.Char(string='Type', help='Types')
class Tasks(models.Model):
"""Inheriting the task"""
_inherit = 'project.task'
ticket_billed = fields.Boolean('Billed', default=False,
help='Billed Tickets')
class HelpdeskTags(models.Model):
"""Helpdesk tags"""
_name = 'helpdesk.tag'
_description = 'Helpdesk Tags'
name = fields.Char(string='Tag', help='Tag Name')