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
@@ -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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