[IMP] helpdesk_user_default_ticket_team: document behaviour and convert README to markdown
- Add docstrings to ``_compute_user_id``, ``create`` and ``_define_user_id`` and clarify the inline comments describing the team-leader fallback rules. - Convert ``README.rst`` to ``README.md``, documenting usage, the graceful handling of partners without a linked user, and how to run the test suite.
This commit is contained in:
Stéphan Sainléger
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helpdesk_user_default_ticket_team/README.md
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helpdesk_user_default_ticket_team/README.md
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# helpdesk_user_default_ticket_team
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Automate ticket team attribution when a ticket is created by a portal user.
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This module extends the `helpdesk_mgmt` module by allowing to configure a
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default helpdesk team per user. It provides:
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- A new `default_helpdesk_ticket_team_id` field on the user form, located in
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the Preferences tab.
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- Automatic team assignment when a ticket is created:
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- If the ticket has no team assigned and has a linked partner.
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- The module looks up the user associated with the partner. A partner with
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no linked user (e.g. a plain contact) is handled gracefully and left
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untouched.
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- If the user has a default helpdesk team configured, it is automatically
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assigned to the ticket.
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- If the assigned team has a default project, the ticket is also linked to
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that project.
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- Automatic user assignment when a team is selected:
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- When a team is set or changed on a ticket, if the current assigned user
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is not a member of that team, the team leader (`team_id.user_id`) is
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automatically assigned instead.
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- If the team has no leader configured, the assigned user is left unchanged
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(to avoid creating unassigned tickets).
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This is particularly useful for multi-company or multi-team environments where
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portal users should always have their tickets routed to a specific team.
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# Installation
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Use Odoo normal module installation procedure to install
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`helpdesk_user_default_ticket_team`.
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This module depends on:
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- `helpdesk_mgmt`: provides the base helpdesk ticket functionality.
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- `helpdesk_mgmt_project`: provides the link between tickets and projects.
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# Usage
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1. Open a user form (Settings > Users & Companies > Users).
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2. In the **Preferences** tab, set the **Default Helpdesk Team** field.
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3. When that user (through its linked partner) creates a ticket without an
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explicit team, the ticket is automatically routed to the configured team,
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its default project, and the team leader.
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# Testing
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Automated tests live in `tests/test_helpdesk_ticket.py` and cover:
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- The `_define_user_id` decision logic (no team, no current user, user not in
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team, user in team, team without leader).
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- The `create` auto-assignment (with/without partner, with/without default
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team, explicit team not overridden, partner without linked user, batch
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creation).
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- The `_compute_user_id` recomputation when the team changes.
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- The full portal creation flow (team + project + user) and the presence of
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the `default_helpdesk_ticket_team_id` field on `res.users`.
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Run them with:
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```
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odoo-bin -d <db> --test-enable --stop-after-init \
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-i helpdesk_user_default_ticket_team
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```
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# Known issues / Roadmap
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None yet.
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# Bug Tracker
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Bugs are tracked on [our issues website](https://git.elabore.coop/Elabore/helpdesk-tools/issues).
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In case of trouble, please check there if your issue has already been
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reported. If you spotted it first, help us smashing it by providing a
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detailed and welcomed feedback.
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# Credits
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## Contributors
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- Stéphan Sainléger - [Email](mailto:stephan.sainleger@elabore.coop)
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## Funders
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The development of this module has been financially supported by:
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- Elabore (https://elabore.coop)
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## Maintainer
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This module is maintained by Elabore.
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@@ -1,75 +0,0 @@
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=================================
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helpdesk_user_default_ticket_team
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=================================
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Automate ticket team attribution when ticket created by portal user.
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This module extends the ``helpdesk_mgmt`` module by allowing to configure a
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default helpdesk team per user. It provides:
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* A new ``default_helpdesk_ticket_team_id`` field on the user form, located in
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the Preferences tab.
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* Automatic team assignment when a ticket is created:
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* If the ticket has no team assigned and has a linked partner.
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* The module looks up the portal user associated with the partner.
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* If the user has a default helpdesk team configured, it is automatically
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assigned to the ticket.
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* If the assigned team has a default project, the ticket is also linked to
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that project.
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* Automatic user assignment when a team is selected:
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* When a team is set or changed on a ticket, if the current assigned user
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is not a member of that team, the team leader (``team_id.user_id``) is
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automatically assigned instead.
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* If the team has no leader configured, the assigned user is left unchanged
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(to avoid creating unassigned tickets).
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This is particularly useful for multi-company or multi-team environments where
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portal users should always have their tickets routed to a specific team.
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Installation
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============
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Use Odoo normal module installation procedure to install
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``helpdesk_user_default_ticket_team``.
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This module depends on:
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* ``helpdesk_mgmt``: provides the base helpdesk ticket functionality.
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* ``helpdesk_mgmt_project``: provides the link between tickets and projects.
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Known issues / Roadmap
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======================
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None yet.
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Bug Tracker
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===========
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Bugs are tracked on `our issues website <https://git.elabore.coop/Elabore/helpdesk-tools/issues>`_. In case of
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trouble, please check there if your issue has already been
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reported. If you spotted it first, help us smashing it by providing a
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detailed and welcomed feedback.
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Credits
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=======
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Contributors
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------------
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* Stéphan Sainléger - `Email <mailto:stephan.sainleger@elabore.coop>`_
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Funders
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-------
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The development of this module has been financially supported by:
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* Elabore (https://elabore.coop)
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Maintainer
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----------
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This module is maintained by Elabore.
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@@ -6,6 +6,12 @@ class HelpdeskTicket(models.Model):
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@api.depends("team_id")
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def _compute_user_id(self):
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"""Recompute the assigned user whenever the team changes.
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Delegates to :meth:`_define_user_id` so that, when a team is set or
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changed, the assigned user is realigned with that team (replaced by
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the team leader if the current user does not belong to the team).
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"""
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for ticket in self:
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ticket.user_id = self._define_user_id(
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ticket.team_id,
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@@ -14,6 +20,19 @@ class HelpdeskTicket(models.Model):
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@api.model_create_multi
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def create(self, vals_list):
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"""Auto-assign team, project and user for portal-created tickets.
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When a ticket is created without an explicit team but with a partner,
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the partner's linked user is looked up and, if that user has a default
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helpdesk team configured, the ticket is routed accordingly:
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* ``team_id`` is set to the user's default helpdesk team.
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* ``project_id`` is set to the team's default project, if any.
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* ``user_id`` is set to the team leader (via :meth:`_define_user_id`).
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Tickets that already have a team, that have no partner, or whose
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partner has no linked user / no default team are left untouched.
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"""
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for vals in vals_list:
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if not vals.get("team_id") and vals.get("partner_id"):
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# Find the user who creates the ticket
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@@ -43,13 +62,35 @@ class HelpdeskTicket(models.Model):
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return super().create(vals_list)
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def _define_user_id(self, team_id=None, ticket_user_id=None):
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"""Determine which user should be assigned to a ticket for a team.
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Decides whether the current ticket user must be kept or replaced by
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the helpdesk team leader (``team_id.user_id``), according to the
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following rules:
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* No team -> keep ``ticket_user_id`` unchanged.
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* No current user -> use the team leader.
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* User not in team -> replace with the team leader.
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* User is a team member-> keep ``ticket_user_id`` unchanged.
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:param team_id: the ``helpdesk.ticket.team`` record (or falsy).
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:param ticket_user_id: the currently assigned ``res.users`` (or falsy).
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:return: the ``res.users`` record that should be assigned (possibly an
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empty recordset when the team has no leader and the current user
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is not a member of the team).
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"""
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if not team_id:
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# If no team, return the current ticket_user_id
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return ticket_user_id
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if not ticket_user_id:
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# If no current user, fall back to the team leader (may be empty).
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return team_id.user_id
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if ticket_user_id not in team_id.user_ids:
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# If the current user is not a team member, replace it with the
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# team leader (may be empty).
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return team_id.user_id
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# Otherwise the current user is a valid team member: keep it unchanged.
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return ticket_user_id
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