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[14.0][FW-PORT] helpdesk_mgmt: Simplify e-mail templates #467

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[14.0][FW-PORT] helpdesk_mgmt: Simplify e-mail templates #467

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c7a5342
[IMP] helpdesk_mgmt: Use email layout to simplify all templates
eLBati Jul 8, 2020
f977858
[IMP] helpdesk_mgmt: Test access added
eLBati Jul 30, 2020
1625ab7
[IMP] helpdesk_mgmt: Doc update
ypapouin May 16, 2023
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1 change: 1 addition & 0 deletions helpdesk_mgmt/__manifest__.py
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Expand Up @@ -17,6 +17,7 @@
"depends": ["mail", "portal"],
"data": [
"data/helpdesk_data.xml",
"data/ir_config_parameter.xml",
"security/helpdesk_security.xml",
"security/ir.model.access.csv",
"views/res_partner_views.xml",
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1 change: 1 addition & 0 deletions helpdesk_mgmt/controllers/main.py
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Expand Up @@ -66,6 +66,7 @@ def _prepare_submit_ticket_vals(self, **kw):
"description": plaintext2html(kw.get("description")),
"name": kw.get("subject"),
"attachment_ids": False,
"stage_id": request.env.ref("helpdesk_mgmt.helpdesk_ticket_stage_new").id,
"channel_id": request.env["helpdesk.ticket.channel"]
.sudo()
.search([("name", "=", "Web")])
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147 changes: 43 additions & 104 deletions helpdesk_mgmt/data/helpdesk_data.xml
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Expand Up @@ -14,68 +14,54 @@
<field name="model_id" ref="helpdesk_mgmt.model_helpdesk_ticket" />
<field name="email_from">${object.company_id.partner_id.email}</field>
<field
name="email_cc"
name="email_to"
>${not object.partner_id and object.partner_email or ''|safe},</field>
<field name="subject">The ticket ${object.number} has been closed.</field>
<field name="partner_to">${object.partner_id.id}</field>
<field name="auto_delete" eval="False" />
<field name="lang">${object.partner_id.lang}</field>
<field
name="body_html"
><![CDATA[<html>
<head></head>
<body style="margin: 0; padding: 0;">
<table border="0" width="100%" cellpadding="0" bgcolor="#ededed" style="padding: 20px; background-color: #ededed; border-collapse:separate;">
<tbody>
<!-- HEADER -->
<tr>
<td align="center" style="min-width: 590px;">
<table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
<tr>
<td valign="middle" align="right">
<img src="/logo.png?company=${object.company_id.id}" style="padding: 0px; margin: 0px; height: auto; width: 80px;" alt="${object.company_id.name}">
</td>
</tr>
</table>
</td>
</tr>
<!-- CONTENT -->
<tr>
<td align="center" style="min-width: 590px;">
<table width="590" border="0" cellpadding="0" bgcolor="#ffffff" style="min-width: 590px; background-color: rgb(255, 255, 255); padding: 20px; border-collapse:separate;">
<tbody>
<td valign="top" style="font-family:Arial,Helvetica,sans-serif; color: #555; font-size: 14px;">
<p>Hello ${object.partner_id.name or object.partner_name or ''},</p>
<p>The ticket "${object.display_name}" has been closed.</p>
</td>
</tbody>
</table>
</td>
</tr>
<!-- FOOTER -->
<tr>
<td align="center" style="min-width: 590px;">
<table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
<tr>
<td valign="middle" align="left" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
${object.company_id.phone}
</td>
<td valign="middle" align="left" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
${object.company_id.email}
</td>
<td valign="middle" align="left" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
${object.company_id.website}
</td>
</tr>
</table>
</td>
</tr>
</tbody>
</table>
</body>
</html>
><![CDATA[
<div>
<p>Hello ${object.partner_id.name or object.partner_name or ''},</p>
<p>The ticket "${object.display_name or 'n/a'}" has been closed.</p>
% if object.partner_can_access():
<div style="margin: 16px 0px 16px 0px;">
<a href="${object.get_access_link()}" style="background-color: #875A7B; padding: 8px 16px 8px 16px; text-decoration: none; color: #fff; border-radius: 5px; font-size:13px;">
View Ticket
</a>
</div>
% endif
Thank you,<br/><br/>
${user.signature | safe}<br/>
</div>
]]></field>
</record>
<record id="created_ticket_template" model="mail.template">
<field name="name">Helpdesk Created Ticket Notification Email</field>
<field name="model_id" ref="helpdesk_mgmt.model_helpdesk_ticket" />
<field name="email_from">${object.company_id.partner_id.email}</field>
<field
name="email_to"
>${('' if object.partner_id.email and object.partner_id.email == object.partner_email else object.email) | safe},</field>
<field name="subject">The ticket ${object.number} has been created.</field>
<field
name="partner_to"
>${object.partner_id.id if object.partner_id.email and object.partner_id.email == object.partner_email else False}</field>
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<field name="auto_delete" eval="False" />
<field name="lang">${object.partner_id.lang}</field>
<field
name="body_html"
><![CDATA[<html>
<div>
<p>Hello ${object.partner_id.name or object.partner_name or ''},</p>
<p>The ticket "${object.display_name or 'n/a'}" has been created.</p>
<p>You can reply to this email to add information to the ticket.</p>
</div>
]]>
</field>
</record>
<record id="changed_stage_template" model="mail.template">
<field name="name">Helpdesk Changed Stage notification Email</field>
<field name="model_id" ref="helpdesk_mgmt.model_helpdesk_ticket" />
Expand All @@ -90,57 +76,10 @@
<field
name="body_html"
><![CDATA[<html>
<head></head>
<body style="margin: 0; padding: 0;">
<table border="0" width="100%" cellpadding="0" bgcolor="#ededed" style="padding: 20px; background-color: #ededed; border-collapse:separate;">
<tbody>
<!-- HEADER -->
<tr>
<td align="center" style="min-width: 590px;">
<table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
<tr>
<td valign="middle" align="right">
<img src="/logo.png?company=${object.company_id.id}" style="padding: 0px; margin: 0px; height: auto; width: 80px;">
</td>
</tr>
</table>
</td>
</tr>
<!-- CONTENT -->
<tr>
<td align="center" style="min-width: 590px;">
<table width="590" border="0" cellpadding="0" bgcolor="#ffffff" style="min-width: 590px; background-color: rgb(255, 255, 255); padding: 20px; border-collapse:separate;">
<tbody>
<td valign="top" style="font-family:Arial,Helvetica,sans-serif; color: #555; font-size: 14px;">
<p>Hello ${object.partner_id.name or object.partner_name or ''},</p>
<p>The ticket "${object.display_name}" stage has changed to ${object.stage_id.name}.</p>
</td>
</tbody>
</table>
</td>
</tr>
<!-- FOOTER -->
<tr>
<td align="center" style="min-width: 590px;">
<table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
<tr>
<td valign="middle" align="left" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
${object.company_id.phone}
</td>
<td valign="middle" align="left" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
${object.company_id.email}
</td>
<td valign="middle" align="left" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
${object.company_id.website}
</td>
</tr>
</table>
</td>
</tr>
</tbody>
</table>
</body>
</html>
<div>
<p>Hello ${object.partner_id.name or object.partner_name or ''},</p>
<p>The ticket "${object.display_name}" stage has changed to ${object.stage_id.name}.</p>
</div>
]]>
</field>
</record>
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9 changes: 9 additions & 0 deletions helpdesk_mgmt/data/ir_config_parameter.xml
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@@ -0,0 +1,9 @@
<?xml version="1.0" encoding="utf-8" ?>
<odoo noupdate="1">

<record model="ir.config_parameter" id="created_ticket_template_name">
<field name="key">helpdesk_mgmt.created_ticket_template_name</field>
<field name="value">created_ticket_template</field>
</record>

</odoo>
88 changes: 79 additions & 9 deletions helpdesk_mgmt/models/helpdesk_ticket.py
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@@ -1,3 +1,5 @@
from email.utils import getaddresses

from odoo import _, api, fields, models, tools
from odoo.exceptions import AccessError

Expand Down Expand Up @@ -111,6 +113,26 @@
)
active = fields.Boolean(default=True)

def _send_mail_to_partner(self, template_name):
"""Send a feedback message to the contact linked to this newly created ticket
(whatever it is a real partner or just its e-mail).
Note: The purpose of this function is to replace the stage's `mail_template_id`
role (that just doesn't work when the ticket is created from the portal or when
`partner_id` is set)"""
created_ticket_template = self.env.ref(template_name, raise_if_not_found=False)
if created_ticket_template:
created_ticket_template.send_mail(

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self.id, force_send=True, notif_layout="mail.mail_notification_light"
)

@api.model
def _get_created_ticket_template_name(self):
return (
self.env["ir.config_parameter"]
.sudo()
.get_param("helpdesk_mgmt.created_ticket_template_name")
)

def name_get(self):
res = []
for rec in self:
Expand All @@ -134,6 +156,15 @@
def _creation_subtype(self):
return self.env.ref("helpdesk_mgmt.hlp_tck_created")

def _message_auto_subscribe_followers(self, updated_values, default_subtype_ids):
"""Auto-subscribe ticket partner."""
result = super()._message_auto_subscribe_followers(
updated_values, default_subtype_ids
)
if updated_values.get("partner_id"):
result.append((self.partner_id.id, default_subtype_ids, False))
return result

@api.model_create_multi
def create(self, vals_list):
for vals in vals_list:
Expand All @@ -143,7 +174,13 @@
vals["team_id"] = self._prepare_team_id(vals)
if vals.get("user_id") and not vals.get("assigned_date"):
vals["assigned_date"] = fields.Datetime.now()
return super().create(vals_list)
res = super().create(vals_list)
created_ticket_template_name = self._get_created_ticket_template_name()
if created_ticket_template_name:
for rec in res:
if rec.partner_id or rec.partner_email:
rec._send_mail_to_partner(created_ticket_template_name)
return res

def copy(self, default=None):
self.ensure_one()
Expand Down Expand Up @@ -176,11 +213,6 @@
seq = seq.with_company(values["company_id"])
return seq.next_by_code("helpdesk.ticket.sequence") or "/"

def _compute_access_url(self):
super()._compute_access_url()
for item in self:
item.access_url = "/my/ticket/%s" % (item.id)

def _prepare_team_id(self, values):
category = self.env["helpdesk.ticket.category"].browse(values["category_id"])
if category.default_team_id:
Expand Down Expand Up @@ -219,11 +251,15 @@
"partner_email": msg.get("from"),
"partner_id": msg.get("author_id"),
}
msg_from = msg.get("from", "")
if msg_from:
res = getaddresses([msg_from])

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if res:
defaults["partner_name"] = res[0][0]
defaults["partner_email"] = res[0][1]

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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 "")
Expand All @@ -236,7 +272,6 @@
if p
]
ticket.message_subscribe(partner_ids)

return ticket

def message_update(self, msg, update_vals=None):
Expand Down Expand Up @@ -318,3 +353,38 @@
"target": "new",
"context": ctx,
}

# ---------------------------------------------------
# Portal
# ---------------------------------------------------

def _compute_access_url(self):
super(HelpdeskTicket, self)._compute_access_url()
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for ticket in self:
ticket.access_url = "/my/ticket/%s" % (ticket.id)

def _notify_get_groups(self, msg_vals=None):
groups = super(HelpdeskTicket, self)._notify_get_groups(msg_vals=msg_vals)
self.ensure_one()
for group_name, _group_method, group_data in groups:
if group_name == "portal":
group_data["has_button_access"] = True
return groups

def partner_can_access(self):
if not self.partner_id:
return False

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user = (
self.env["res.users"]
.sudo()
.search([("partner_id", "=", self.partner_id.id)])
)
if not user or not self.with_user(user).check_access_rights(
"read", raise_exception=False
):
return False
return True

def get_access_link(self):
# _notify_get_action_link is not callable from email template
return self._notify_get_action_link("view")

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2 changes: 1 addition & 1 deletion helpdesk_mgmt/readme/CONFIGURE.rst
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Expand Up @@ -37,7 +37,7 @@ Stages
#. Edit or create a new stage.
#. Set the name for the stage.
#. Set the sequence order for the stage.
#. You can select an Email template.
#. You can select an email template that will be automatically sent when a ticket reaches this stage.
#. Mark the Unattended checkbox if the stage contains unattended tickets.
#. Mark the Closed checkbox if the stage contains closed tickets.
#. You can add a description for the stage.
Expand Down
4 changes: 4 additions & 0 deletions helpdesk_mgmt/readme/CONTRIBUTORS.rst
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Expand Up @@ -33,6 +33,10 @@
* Marcel Savegnago
* Eduardo Aparício

* `TAKOBI <https://takobi.online>`_:

* Lorenzo Battistini

* `Obertix <https://www.obertix.net>`_:

* Vicent Cubells
Expand Down
0 helpdesk_mgmt/static/description/Stage.PNG → helpdesk_mgmt/static/description/Stages.PNG
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3 changes: 3 additions & 0 deletions helpdesk_mgmt/tests/common.py
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Expand Up @@ -32,6 +32,9 @@ def setUpClass(cls):
groups="helpdesk_mgmt.group_helpdesk_user",
context=ctx,
)
cls.admin = cls.env.ref("base.user_admin")
cls.user_portal = cls.env.ref("base.demo_user0")
cls.user_demo = cls.env.ref("base.user_demo")
cls.stage_closed = cls.env.ref("helpdesk_mgmt.helpdesk_ticket_stage_done")
cls.team_a = helpdesk_ticket_team.create(
{"name": "Team A", "user_ids": [(6, 0, [cls.user_own.id, cls.user.id])]}
Expand Down
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