923a4f16c4
- 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.
93 lines
3.1 KiB
Markdown
93 lines
3.1 KiB
Markdown
# 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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