feat(fusion_helpdesk_central): owner email shows 3 sections — Request / Reply / Summary
The owner only saw the AI summary, which was a paraphrase of the user
report — they couldn't see the actual request OR what we said back.
Restructure the engagement email into three sections so the owner can
read the conversation and not just the AI's take:
1. Original Request (from the reporter) — ticket.description, no
longer buried in a <details> collapsible at the bottom
2. Our Reply — the wizard's "Your Findings" text, now persisted on
the ticket so the email template can render it directly. This is
the engineer's analysis / response to the request.
3. Summary for the Decision — the AI-generated brief
Approve / Reject buttons stay below all three. Bulk email mirrors the
same per-card structure.
New ticket field x_fc_engagement_findings (Text, copy=False) stores
the findings at send-time so they survive as audit history. Wizard's
_action_send_single / _action_send_bulk pass findings into
_fc_reset_engagement; bulk uses per-line findings + per-line summary.
Mail templates are in <data noupdate="1"> so a plain -u doesn't
re-import them. Pre-migration in migrations/19.0.2.4.0/pre-migration.py
deletes the existing template records + ir_model_data so the upgrade's
data load re-creates them with the new body_html. Pre- (not post-)
because data load happens between the two phases.
Smoke-tested live on nexa: rendered template HTML contains all three
section headers at the expected positions with their expected content
markers (ORIGINAL FROM RIYA in Original Request, REPLY-FROM-GURPREET
in Our Reply, the summary text in Summary for the Decision).
Bumps fusion_helpdesk_central to 19.0.2.4.0.
This commit is contained in:
gsinghpal
@@ -3,7 +3,7 @@
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# License OPL-1
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{
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'name': 'Fusion Helpdesk Central — Client API Keys',
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'version': '19.0.2.3.4',
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'version': '19.0.2.4.0',
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'category': 'Productivity',
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'summary': 'Admin UI on the central Odoo for issuing per-client API '
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'keys used by fusion_helpdesk client deployments.',
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@@ -48,22 +48,46 @@
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<p>
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Your team at <b><t t-out="object.x_fc_client_label or 'your deployment'"/></b>
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has filed a request that needs your sign-off before
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our team proceeds. A quick AI-prepared summary is
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below; the full thread expands at the bottom if you
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want the detail.
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our team proceeds. The original request, our reply,
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and a quick AI-prepared summary are below.
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</p>
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<div style="margin:14px 0; padding:12px 14px; background:#f9fafb; border:1px solid #e5e7eb; border-radius:6px;">
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<div style="font-size:0.78rem; font-weight:700; text-transform:uppercase; letter-spacing:0.06em; color:#6c757d; margin-bottom:6px;">Summary</div>
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<div style="white-space:pre-wrap; line-height:1.5;"><t t-out="object.x_fc_ai_summary or '(no AI summary available — see full thread below)'"/></div>
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<div style="margin:14px 0; font-weight:600; font-size:1.05rem;">
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<t t-out="object.name"/>
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</div>
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<div style="margin:18px 0;">
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<div style="font-size:0.78rem; font-weight:700; text-transform:uppercase; letter-spacing:0.06em; color:#6c757d; margin-bottom:6px;">Request</div>
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<div style="font-weight:600; font-size:1.02rem;"><t t-out="object.name"/></div>
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<!-- 1. Original request from the reporter. -->
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<div style="margin:18px 0; padding:12px 14px; background:#fff; border:1px solid #d8dadd; border-radius:6px;">
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<div style="font-size:0.78rem; font-weight:700; text-transform:uppercase; letter-spacing:0.06em; color:#6c757d; margin-bottom:8px;">
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Original Request<t t-if="object.partner_name"> — from <t t-out="object.partner_name"/></t>
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</div>
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<div style="line-height:1.5;">
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<t t-out="object.description or '(no description provided)'"/>
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</div>
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</div>
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<table cellpadding="0" cellspacing="0" style="margin:18px 0;">
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<!-- 2. Support engineer's reply (the wizard's findings). -->
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<div t-if="object.x_fc_engagement_findings"
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style="margin:18px 0; padding:12px 14px; background:#eef5ff; border:1px solid #c7dcfa; border-radius:6px;">
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<div style="font-size:0.78rem; font-weight:700; text-transform:uppercase; letter-spacing:0.06em; color:#1e3a5f; margin-bottom:8px;">
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Our Reply — from Nexa Systems Support
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</div>
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<div style="white-space:pre-wrap; line-height:1.5;">
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<t t-out="object.x_fc_engagement_findings"/>
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</div>
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</div>
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<!-- 3. AI-prepared summary. -->
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<div style="margin:18px 0; padding:12px 14px; background:#f9fafb; border:1px solid #e5e7eb; border-radius:6px;">
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<div style="font-size:0.78rem; font-weight:700; text-transform:uppercase; letter-spacing:0.06em; color:#6c757d; margin-bottom:8px;">
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Summary for the Decision
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</div>
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<div style="white-space:pre-wrap; line-height:1.5;">
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<t t-out="object.x_fc_ai_summary or '(no AI summary — read the original request and our reply above)'"/>
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</div>
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</div>
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<table cellpadding="0" cellspacing="0" style="margin:24px 0 8px 0;">
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<tr>
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<td style="padding-right:8px;">
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<a t-attf-href="{{ object.get_base_url() }}/fusion_helpdesk/engagement/{{ object.x_fc_engagement_token }}/approve"
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@@ -82,13 +106,6 @@
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</tr>
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</table>
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<details style="margin:18px 0; color:#444; font-size:13px;">
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<summary style="cursor:pointer; color:#2c89e9;">View original request & full thread</summary>
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<div style="margin-top:10px; padding:10px 14px; border-left:3px solid #d8dadd;">
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<t t-out="object.description or ''"/>
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</div>
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</details>
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<p style="color:#6c757d; font-size:12px; margin-top:24px;">
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This Approve / Reject link is single-use and will
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stop working once you've clicked it.
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@@ -129,10 +146,32 @@
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<t t-foreach="bulk_tickets" t-as="bt">
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<div style="margin:18px 0; padding:14px 16px; background:#fff; border:1px solid #d8dadd; border-radius:8px;">
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<div style="font-size:0.75rem; color:#6c757d; margin-bottom:6px;">Request <t t-out="bt_index + 1"/> of <t t-out="bt_size"/></div>
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<div style="font-weight:600; font-size:1.02rem; margin-bottom:8px;"><t t-out="bt.name"/></div>
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<div style="white-space:pre-wrap; line-height:1.5; background:#f9fafb; padding:10px 12px; border-radius:6px; border:1px solid #e5e7eb; font-size:0.92rem; margin-bottom:12px;">
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<t t-out="bt.x_fc_ai_summary or '(no AI summary — open the full ticket via the team if needed)'"/>
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<div style="font-weight:600; font-size:1.02rem; margin-bottom:12px;"><t t-out="bt.name"/></div>
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<div style="margin-bottom:10px; padding:10px 12px; background:#fafafa; border:1px solid #e5e7eb; border-radius:6px; font-size:0.9rem;">
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<div style="font-size:0.72rem; font-weight:700; text-transform:uppercase; letter-spacing:0.06em; color:#6c757d; margin-bottom:6px;">
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Original Request<t t-if="bt.partner_name"> — from <t t-out="bt.partner_name"/></t>
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</div>
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<div style="line-height:1.5;">
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<t t-out="bt.description or '(no description provided)'"/>
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</div>
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</div>
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<div t-if="bt.x_fc_engagement_findings"
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style="margin-bottom:10px; padding:10px 12px; background:#eef5ff; border:1px solid #c7dcfa; border-radius:6px; font-size:0.9rem;">
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<div style="font-size:0.72rem; font-weight:700; text-transform:uppercase; letter-spacing:0.06em; color:#1e3a5f; margin-bottom:6px;">Our Reply</div>
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<div style="white-space:pre-wrap; line-height:1.5;">
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<t t-out="bt.x_fc_engagement_findings"/>
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</div>
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</div>
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<div style="margin-bottom:12px; padding:10px 12px; background:#f9fafb; border:1px solid #e5e7eb; border-radius:6px; font-size:0.9rem;">
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<div style="font-size:0.72rem; font-weight:700; text-transform:uppercase; letter-spacing:0.06em; color:#6c757d; margin-bottom:6px;">Summary for the Decision</div>
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<div style="white-space:pre-wrap; line-height:1.5;">
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<t t-out="bt.x_fc_ai_summary or '(no AI summary — read the original request and our reply above)'"/>
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</div>
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</div>
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<table cellpadding="0" cellspacing="0">
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<tr>
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<td style="padding-right:8px;">
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@@ -0,0 +1,68 @@
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# -*- coding: utf-8 -*-
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# Copyright 2026 Nexa Systems Inc.
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# License OPL-1
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"""Force re-import of the engagement mail templates on 19.0.2.4.0.
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The mail templates ship in `<data noupdate="1">` so support's later
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tweaks (different reply-to, custom signature, etc.) aren't blown away
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by every routine module upgrade. The flip side: a structural change
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to the template body in our own XML is silently skipped — the next
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`-u` reads the new XML but Odoo refuses to overwrite the existing
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row because of the noupdate flag.
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This release introduces the 3-section email layout (Original Request /
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Our Reply / Summary) and we DELIBERATELY want it to land. So this
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pre-migration deletes the existing template records + their
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ir_model_data anchors BEFORE the upgrade's data load runs. The XML
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import then re-creates them with the new body_html.
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Pre-migration > post-migration here because data load happens between
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the two. If we deleted in post-migration, the data load would already
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have skipped the update — too late.
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"""
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import logging
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_logger = logging.getLogger(__name__)
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_TEMPLATE_XMLIDS = (
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'mail_template_engagement',
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'mail_template_engagement_bulk',
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)
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def migrate(cr, version):
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cr.execute(
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"""
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SELECT name, res_id FROM ir_model_data
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WHERE module = 'fusion_helpdesk_central'
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AND name IN %s
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""",
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(_TEMPLATE_XMLIDS,),
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)
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rows = cr.fetchall()
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if not rows:
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_logger.info(
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'fusion_helpdesk_central 19.0.2.4.0 pre-migration: no '
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'existing engagement templates to delete; nothing to do.'
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)
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return
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template_ids = [r[1] for r in rows]
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cr.execute(
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"DELETE FROM mail_template WHERE id IN %s",
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(tuple(template_ids),),
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)
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cr.execute(
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"""
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DELETE FROM ir_model_data
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WHERE module = 'fusion_helpdesk_central'
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AND name IN %s
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""",
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(_TEMPLATE_XMLIDS,),
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)
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_logger.info(
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'fusion_helpdesk_central 19.0.2.4.0 pre-migration: dropped %s '
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'engagement mail template(s) so the upgrade re-imports them '
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'with the new 3-section layout: %s',
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len(template_ids), ', '.join(r[0] for r in rows),
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)
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@@ -416,7 +416,10 @@ class FusionHelpdeskEngagementWizard(models.TransientModel):
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if not email:
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raise UserError(_('Owner contact disappeared since you opened '
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'the wizard. Refresh and try again.'))
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ticket._fc_reset_engagement(email, name, self.ai_summary or '')
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ticket._fc_reset_engagement(
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email, name, self.ai_summary or '',
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findings=self.findings or '',
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)
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template = self.env.ref(
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'fusion_helpdesk_central.mail_template_engagement',
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raise_if_not_found=False,
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@@ -442,11 +445,14 @@ class FusionHelpdeskEngagementWizard(models.TransientModel):
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if not email:
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raise UserError(_('Owner contact disappeared since you opened '
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'the wizard. Refresh and try again.'))
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summary_by_id = {line.ticket_id.id: line.ai_summary or ''
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for line in self.line_ids}
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by_id = {
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line.ticket_id.id: (line.ai_summary or '', line.findings or '')
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for line in self.line_ids
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}
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for ticket in self.ticket_ids:
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summary, findings = by_id.get(ticket.id, ('', ''))
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ticket._fc_reset_engagement(
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email, name, summary_by_id.get(ticket.id, ''),
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email, name, summary, findings=findings,
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)
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template = self.env.ref(
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'fusion_helpdesk_central.mail_template_engagement_bulk',
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@@ -82,6 +82,14 @@ class HelpdeskTicket(models.Model):
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help='OpenAI-generated brief shown to the owner in the approval '
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'email. Editable in the wizard before sending; frozen after.',
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)
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x_fc_engagement_findings = fields.Text(
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string='Engagement Findings', copy=False,
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help='The support engineer\'s reply / analysis (typed in the '
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'wizard\'s Findings field). Sent to the owner in the '
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'approval email alongside the original request and the AI '
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'summary so they see the back-and-forth context, not just '
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'a paraphrase. Frozen at send-time.',
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)
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x_fc_engagement_turnaround_hours = fields.Float(
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string='Owner Turnaround (h)',
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compute='_compute_engagement_turnaround',
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@@ -238,7 +246,8 @@ class HelpdeskTicket(models.Model):
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monkeypatch it for deterministic assertions."""
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return uuid.uuid4().hex
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def _fc_reset_engagement(self, owner_email, owner_name, ai_summary):
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def _fc_reset_engagement(self, owner_email, owner_name, ai_summary,
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findings=''):
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"""Stamp a fresh pending engagement on this ticket — invalidates any
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previous token + clears decided/reminded timestamps so the cron and
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the reporting view see a clean slate.
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@@ -248,6 +257,11 @@ class HelpdeskTicket(models.Model):
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up as the snapshot. If normalisation fails, we still proceed using
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the raw value — the email will probably bounce but state is
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consistent and re-engaging fixes it.
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`findings` is the support engineer's reply text from the wizard —
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stored on the ticket so the mail template can show it as the
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"My Reply" section without context-magic, and so it survives as
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audit history once the engagement is decided.
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"""
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self.ensure_one()
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normalised = email_normalize(owner_email or '') or (owner_email or '')
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@@ -260,6 +274,7 @@ class HelpdeskTicket(models.Model):
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'x_fc_engagement_reminded_at': False,
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'x_fc_engagement_decided_at': False,
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'x_fc_ai_summary': ai_summary or '',
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'x_fc_engagement_findings': findings or '',
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})
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def action_add_owner_as_follower(self):
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Reference in New Issue
Block a user