feat(fusion_helpdesk): owner-approval engagement flow + AI summary + reporting
Ships the design spec at docs/superpowers/specs/2026-05-27-owner-approval-flow-design.md. What's new on central (fusion_helpdesk_central 19.0.1.2.0 -> 19.0.2.0.0): - Engagement model: 8 new fields on helpdesk.ticket (state, snapshotted owner email/name, single-use UUID4 token, sent/reminded/decided timestamps, AI summary, stored-computed turnaround hours). - Wizard: single + bulk modes on one fusion.helpdesk.engagement.wizard TransientModel with a child wizard.line for per-ticket bulk summaries. default_get pulls the OpenAI summary on open; AI fan-out for bulk is parallel via ThreadPoolExecutor (max 5 workers, 30s overall cap). - OpenAI client in utils.py — stdlib urllib, 15s per-call timeout, every failure collapses to '' so the wizard's manual-summary fallback fires. - Public portal: /fusion_helpdesk/engagement/<token>/<decision> GET + POST, four branded standalone QWeb pages (confirm/done/invalid/error). Token is single-use, cleared on confirm. Decision posts a public comment attributed to the resolved owner partner; chatter propagates to the employee's My Tickets thread per the "fully visible" UX choice. - Mail templates (single + bulk) with magic-link buttons. Bulk template renders one card per ticket, each with its own approve/reject URL. - Reminder cron: daily, single-shot per engagement, configurable via fusion_helpdesk_central.engagement_reminder_days ICP (default 3, 0 disables). - Reporting dashboard: pivot/graph/list/kanban over helpdesk.ticket filtered to engaged ones, with avg-turnaround measure. Menu lives under Helpdesk > Reporting > Owner Engagements. - Client_key extended with owner_email/owner_name fields; ticket.create upserts them from the client-side piggyback (no new sync endpoint). - 100% coverage on utils + integration tests on wizard, controllers, re-engagement, cron, computed turnaround. OpenAI mocked in CI. What's new on client (fusion_helpdesk 19.0.1.7.1 -> 19.0.2.0.0): - Two new ICP settings: fusion_helpdesk.owner_email / .owner_name with a new "Owner Approval" block in Settings > Fusion Helpdesk. - controllers/main.py::submit piggybacks both keys on every ticket payload so central keeps client_key.owner_email/name fresh automatically. Verified live end-to-end on entech -> nexa: payload upsert, wizard with mocked AI, action_send, portal GET/POST/GET-again cycle, second click hits the friendly invalid-token page. Token entropy = 122 bits (UUID4).
This commit is contained in:
gsinghpal
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fusion_helpdesk_central/controllers/__init__.py
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fusion_helpdesk_central/controllers/__init__.py
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# -*- coding: utf-8 -*-
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from . import engagement
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fusion_helpdesk_central/controllers/engagement.py
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fusion_helpdesk_central/controllers/engagement.py
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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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"""Public portal routes for the owner-approval magic links.
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Owner clicks the Approve / Reject button in the email -> GET lands here.
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Page shows ticket title + AI summary + comment box + Confirm button.
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POST records the decision via helpdesk.ticket._fc_finalize_engagement.
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No login required; the UUID4 in the URL is the auth. Tokens are single-
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use (cleared on finalize), so the second click on the same link shows a
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friendly "link no longer valid" page instead of double-recording the
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decision.
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"""
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import logging
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from odoo import _, http
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from odoo.http import request
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_logger = logging.getLogger(__name__)
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class FusionHelpdeskEngagementController(http.Controller):
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# ------------------------------------------------------------------
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# Token resolution — single source of truth for the GET + POST handlers.
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# ------------------------------------------------------------------
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def _resolve(self, token, decision):
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"""Return (ticket, decision_state) or (None, None) on any problem.
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The "no problem" cases:
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- token is non-empty
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- decision is one of {'approve', 'reject'}
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- a single ticket matches the token AND is in state='pending'
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Anything else -> (None, None), caller renders the friendly
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"link no longer valid" page.
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"""
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if not token or not isinstance(token, str):
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return (None, None)
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if decision not in ('approve', 'reject'):
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return (None, None)
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decision_state = 'approved' if decision == 'approve' else 'rejected'
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ticket = request.env['helpdesk.ticket'].sudo().search(
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[('x_fc_engagement_token', '=', token),
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('x_fc_engagement_state', '=', 'pending')],
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limit=1,
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)
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if not ticket:
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return (None, None)
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return (ticket, decision_state)
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# ------------------------------------------------------------------
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# GET — render the confirmation page (or invalid-link page).
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# ------------------------------------------------------------------
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@http.route(
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'/fusion_helpdesk/engagement/<string:token>/<string:decision>',
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type='http', auth='public', methods=['GET'], csrf=False, sitemap=False,
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)
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def engagement_show(self, token, decision, **kw):
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ticket, decision_state = self._resolve(token, decision)
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if not ticket:
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return request.render(
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'fusion_helpdesk_central.engagement_invalid', {},
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)
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return request.render(
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'fusion_helpdesk_central.engagement_confirm',
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{
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'ticket': ticket,
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'decision': decision, # url-friendly string
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'decision_state': decision_state, # 'approved' / 'rejected'
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'token': token,
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},
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)
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# ------------------------------------------------------------------
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# POST — record the decision, post chatter, clear token.
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# ------------------------------------------------------------------
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@http.route(
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'/fusion_helpdesk/engagement/<string:token>/<string:decision>',
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type='http', auth='public', methods=['POST'], csrf=False, sitemap=False,
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)
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def engagement_submit(self, token, decision, **post):
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ticket, decision_state = self._resolve(token, decision)
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if not ticket:
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# Could be a second click on the same link, or a token rotated
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# by a re-engagement, or a typo. Same friendly page for all.
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return request.render(
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'fusion_helpdesk_central.engagement_invalid', {},
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)
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comment = (post.get('comment') or '').strip()
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owner_partner = self._find_or_create_owner_partner(ticket)
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try:
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ticket._fc_finalize_engagement(
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decision_state, owner_partner, comment=comment or None,
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)
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except Exception:
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_logger.exception(
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'fusion_helpdesk_central: failed to finalize engagement '
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'for ticket %s (token=%s, decision=%s)',
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ticket.id, token, decision_state,
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)
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return request.render(
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'fusion_helpdesk_central.engagement_error', {},
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)
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return request.render(
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'fusion_helpdesk_central.engagement_done',
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{
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'ticket': ticket,
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'decision_state': decision_state,
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},
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)
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# ------------------------------------------------------------------
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def _find_or_create_owner_partner(self, ticket):
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"""Resolve the res.partner used to attribute the chatter message.
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Find-or-create by snapshotted email — mirrors the customer-reply
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attribution pattern in fusion_helpdesk/controllers/main.py so the
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approval chatter shows up under a proper partner name (matters for
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the employee's My Tickets thread per the "fully visible" UX).
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Falls back to no author (= bot user) if email is empty or the
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partner create fails.
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"""
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email = (ticket.x_fc_engagement_email or '').strip().lower()
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name = (ticket.x_fc_engagement_name or '').strip()
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if not email:
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return None
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Partner = request.env['res.partner'].sudo()
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# Use exact match on lowercased email — the snapshot was already
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# normalised at engagement time.
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partner = Partner.search([('email', '=ilike', email)],
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order='id asc', limit=1)
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if partner:
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return partner
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try:
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return Partner.create({
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'name': name or email.split('@')[0].title(),
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'email': email,
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})
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except Exception:
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_logger.warning(
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'fusion_helpdesk_central: could not create owner partner '
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'for %s on ticket %s; chatter will be attributed to the '
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'service account.', email, ticket.id,
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)
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return None
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