helpdesk-tools/helpdesk_user_default_ticket_team

helpdesk_user_default_ticket_team

Automate ticket team attribution when a ticket is created by a portal user.

This module extends the helpdesk_mgmt module by allowing to configure a default helpdesk team per user. It provides:

• A new default_helpdesk_ticket_team_id field on the user form, located in the Preferences tab.
• Automatic team assignment when a ticket is created:
  • If the ticket has no team assigned and has a linked partner.
  • The module looks up the user associated with the partner. A partner with no linked user (e.g. a plain contact) is handled gracefully and left untouched.
  • If the user has a default helpdesk team configured, it is automatically assigned to the ticket.
  • If the assigned team has a default project, the ticket is also linked to that project.
• Automatic user assignment when a team is selected:
  • When a team is set or changed on a ticket, if the current assigned user is not a member of that team, the team leader (team_id.user_id) is automatically assigned instead.
  • If the team has no leader configured, the assigned user is left unchanged (to avoid creating unassigned tickets).

This is particularly useful for multi-company or multi-team environments where portal users should always have their tickets routed to a specific team.

Installation

Use Odoo normal module installation procedure to install helpdesk_user_default_ticket_team.

This module depends on:

• helpdesk_mgmt: provides the base helpdesk ticket functionality.
• helpdesk_mgmt_project: provides the link between tickets and projects.

Usage

1. Open a user form (Settings > Users & Companies > Users).
2. In the Preferences tab, set the Default Helpdesk Team field.
3. When that user (through its linked partner) creates a ticket without an explicit team, the ticket is automatically routed to the configured team, its default project, and the team leader.

Testing

Automated tests live in tests/test_helpdesk_ticket.py and cover:

• The _define_user_id decision logic (no team, no current user, user not in team, user in team, team without leader).
• The create auto-assignment (with/without partner, with/without default team, explicit team not overridden, partner without linked user, batch creation).
• The _compute_user_id recomputation when the team changes.
• The full portal creation flow (team + project + user) and the presence of the default_helpdesk_ticket_team_id field on res.users.

Run them with:

odoo-bin -d <db> --test-enable --stop-after-init \
    -i helpdesk_user_default_ticket_team

Known issues / Roadmap

None yet.

Bug Tracker

Bugs are tracked on our issues website. In case of trouble, please check there if your issue has already been reported. If you spotted it first, help us smashing it by providing a detailed and welcomed feedback.

Credits

Contributors

• Stéphan Sainléger - Email

Funders

The development of this module has been financially supported by:

• Elabore (https://elabore.coop)

Maintainer

This module is maintained by Elabore.