feat(fusion_helpdesk): group My Tickets into Critical/New/Solved sections
The flat write_date-sorted list was hard to scan with 50+ tickets — solved ones were intermixed with active ones, and there was no signal for priority. Bucket each ticket server-side into 'critical' (open + priority High/Urgent), 'solved' (stage marked fold=True on central) or 'open' (everything else), and render three labelled sections in the dialog with sticky headers, count badges, and per-group accent colours. Backend keeps its write_date desc order so latest is always at top within each bucket. Bucketing uses helpdesk.stage.fold (not the stage name) so renaming "Solved" to "Done" on the central won't quietly mis-categorise rows. Adds bucket_ticket() in utils.py with unit tests covering the folded-wins-over-priority precedence and the missing-priority fallback. Also surfaces a small Urgent (triangle) / High (arrow) icon on each row so a critical ticket reads at a glance even after a user scrolls past the section header. Bumps fusion_helpdesk to 19.0.1.6.0.
This commit is contained in:
gsinghpal
@@ -3,7 +3,7 @@
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# License OPL-1 (Odoo Proprietary License v1.0)
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{
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'name': 'Fusion Helpdesk Reporter',
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'version': '19.0.1.5.0',
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'version': '19.0.1.6.0',
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'category': 'Productivity',
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'summary': 'One-click in-app bug reporting & feature requesting — '
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'auto-creates a helpdesk.ticket on a central Odoo Helpdesk.',
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@@ -26,6 +26,7 @@ from odoo.http import request
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from odoo.addons.fusion_helpdesk.utils import (
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build_ticket_vals,
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build_scope_domain,
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bucket_ticket,
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is_public_message,
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compute_unread_count,
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escape_like,
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@@ -418,6 +419,21 @@ class FusionHelpdeskController(http.Controller):
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'again in a moment.') % {'code': e.errcode},
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)
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def _stage_fold_map(self, cfg, tickets):
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"""{stage_id: fold_bool} for the distinct stages on these tickets.
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`helpdesk.stage.fold` is the central support team's signal for
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"kanban-folded = closed" — Solved + Cancelled by default. We use it
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(not the stage name) to bucket tickets into the Solved section, so
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renaming a stage on central doesn't quietly mis-categorise rows.
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One extra RPC per list call, batched across all distinct stages."""
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ids = sorted({t['stage_id'][0] for t in tickets if t.get('stage_id')})
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if not ids:
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return {}
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rows = self._rpc(cfg, 'helpdesk.stage', 'read',
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[ids], {'fields': ['fold']})
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return {r['id']: r.get('fold', False) for r in rows}
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def _internal_subtype_map(self, cfg, subtype_ids):
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"""{subtype_id: internal_bool} so internal notes can be hidden."""
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ids = [s for s in set(subtype_ids) if s]
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@@ -562,9 +578,10 @@ class FusionHelpdeskController(http.Controller):
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tickets = self._rpc(
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cfg, 'helpdesk.ticket', 'search_read', [domain],
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{'fields': ['id', 'name', 'stage_id', 'partner_id',
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'write_date', 'ticket_ref'],
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'write_date', 'ticket_ref', 'priority'],
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'order': 'write_date desc', 'limit': 100})
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msgs = self._ticket_messages(cfg, [t['id'] for t in tickets])
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stage_fold = self._stage_fold_map(cfg, tickets)
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except (_RemoteError, xmlrpc.client.Fault, OSError, ssl.SSLError) as e:
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return self._remote_failure(cfg, e)
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@@ -575,6 +592,7 @@ class FusionHelpdeskController(http.Controller):
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for t in tickets:
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rid = t['id']
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ls = last_support.get(rid, 0)
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sid = t['stage_id'][0] if t['stage_id'] else None
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rows.append({
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'id': rid,
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'ref': t.get('ticket_ref') or str(rid),
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@@ -583,6 +601,9 @@ class FusionHelpdeskController(http.Controller):
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'last_update': t['write_date'],
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'last_support_msg_id': ls,
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'has_unread': ls > (seen.get(rid, 0) or 0),
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'priority': t.get('priority') or '0',
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'group': bucket_ticket(stage_fold.get(sid, False),
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t.get('priority')),
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})
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return {'ok': True, 'tickets': rows, 'is_admin': ident['is_admin'],
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'unread': compute_unread_count(rows, seen)}
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@@ -124,6 +124,29 @@ export class FusionHelpdeskDialog extends Component {
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await this.loadList();
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}
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// Bucket tickets into Critical / New & Open / Solved for the section view.
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// Backend already sorts by write_date desc, so iterating preserves latest-
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// first within each bucket. We only render non-empty sections so the
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// dialog doesn't show "0 Critical" noise when the user has none.
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get groupedTickets() {
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const groups = [
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{ key: "critical", title: _t("Critical"),
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iconClass: "fa fa-exclamation-circle", className: "o_fhd_group_critical",
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tickets: [] },
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{ key: "open", title: _t("New & Open"),
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iconClass: "fa fa-inbox", className: "o_fhd_group_open",
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tickets: [] },
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{ key: "solved", title: _t("Solved"),
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iconClass: "fa fa-check-circle", className: "o_fhd_group_solved",
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tickets: [] },
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];
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const byKey = Object.fromEntries(groups.map((g) => [g.key, g]));
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for (const t of this.state.tickets) {
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(byKey[t.group] || byKey.open).tickets.push(t);
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}
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return groups.filter((g) => g.tickets.length);
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}
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// ==================================================================
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// My Tickets — thread
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// ==================================================================
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@@ -226,6 +226,62 @@ $fhd-accent: var(--fhd-accent, $_fhd-accent-hex);
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margin-bottom: 0.85rem;
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}
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// Ticket groups (Critical / New & Open / Solved) — render a stack of
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// labelled sections; backend already sorts each by latest-first.
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.o_fhd_ticket_groups {
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display: flex;
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flex-direction: column;
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gap: 0.85rem;
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max-height: 60vh;
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overflow-y: auto;
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padding-right: 4px; // breathing room beside the scrollbar
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}
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.o_fhd_group_header {
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display: flex;
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align-items: center;
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gap: 0.5rem;
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padding: 0.35rem 0.1rem;
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font-weight: 600;
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font-size: 0.85rem;
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text-transform: uppercase;
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letter-spacing: 0.04em;
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position: sticky;
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top: 0;
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z-index: 1;
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background-color: $fhd-bg;
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border-bottom: 1px solid $fhd-border;
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}
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.o_fhd_group_count {
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margin-left: auto;
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font-size: 0.75rem;
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font-weight: 600;
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background-color: $fhd-hover;
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border: 1px solid $fhd-border;
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color: $fhd-muted;
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padding: 0.1rem 0.5rem;
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border-radius: 10px;
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font-variant-numeric: tabular-nums;
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}
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// Per-group accent colours on the header — kept subtle so the list rows
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// stay the visual focus. The Critical icon is the only saturated colour.
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.o_fhd_group_critical .o_fhd_group_header { color: #d9534f; }
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.o_fhd_group_critical .o_fhd_group_header > i { color: #d9534f; }
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.o_fhd_group_open .o_fhd_group_header > i { color: $fhd-accent; }
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.o_fhd_group_solved .o_fhd_group_header { color: $fhd-muted; }
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.o_fhd_group_solved .o_fhd_group_header > i { color: #4CAF50; }
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// Priority indicator inline in the row — Urgent + High only; Low/Normal
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// get nothing so 90% of rows stay quiet.
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.o_fhd_priority_urgent, .o_fhd_priority_high {
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flex: 0 0 auto;
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font-size: 0.85rem;
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}
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.o_fhd_priority_urgent { color: #d9534f; }
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.o_fhd_priority_high { color: #f0ad4e; }
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// Ticket list
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.o_fhd_ticket_list {
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display: flex;
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@@ -138,14 +138,30 @@
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<i class="fa fa-inbox fa-2x d-block mb-2"/>
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No tickets yet. Use the <b>New</b> tab to report a bug or request a feature.
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</div>
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<div t-else="" class="o_fhd_ticket_list">
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<div t-foreach="state.tickets" t-as="t" t-key="t.id"
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class="o_fhd_ticket_row" t-on-click="() => this.openTicket(t.id)">
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<span t-if="t.has_unread" class="o_fhd_unread_dot" title="New reply"/>
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<span t-else="" class="o_fhd_unread_spacer"/>
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<span class="o_fhd_ticket_ref" t-esc="'#' + t.ref"/>
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<span class="o_fhd_ticket_subject" t-esc="t.subject"/>
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<span class="o_fhd_ticket_stage" t-esc="t.stage"/>
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<div t-else="" class="o_fhd_ticket_groups">
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<div t-foreach="groupedTickets" t-as="group" t-key="group.key"
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t-attf-class="o_fhd_group {{ group.className }}">
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<div class="o_fhd_group_header">
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<i t-att-class="group.iconClass"/>
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<span class="o_fhd_group_title" t-esc="group.title"/>
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<span class="o_fhd_group_count" t-esc="group.tickets.length"/>
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</div>
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<div class="o_fhd_ticket_list">
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<div t-foreach="group.tickets" t-as="t" t-key="t.id"
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class="o_fhd_ticket_row" t-on-click="() => this.openTicket(t.id)">
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<span t-if="t.has_unread" class="o_fhd_unread_dot" title="New reply"/>
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<span t-else="" class="o_fhd_unread_spacer"/>
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<span class="o_fhd_ticket_ref" t-esc="'#' + t.ref"/>
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<span class="o_fhd_ticket_subject" t-esc="t.subject"/>
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<span t-if="t.priority === '3'" class="o_fhd_priority_urgent" title="Urgent">
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<i class="fa fa-exclamation-triangle"/>
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</span>
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<span t-elif="t.priority === '2'" class="o_fhd_priority_high" title="High">
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<i class="fa fa-arrow-up"/>
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</span>
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<span class="o_fhd_ticket_stage" t-esc="t.stage"/>
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</div>
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</div>
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</div>
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</div>
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</div>
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@@ -12,6 +12,7 @@ from odoo.tests import TransactionCase, tagged
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from odoo.addons.fusion_helpdesk.utils import (
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build_ticket_vals,
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build_scope_domain,
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bucket_ticket,
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is_public_message,
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compute_unread_count,
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_norm_email,
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@@ -129,3 +130,32 @@ class TestNormEmail(TransactionCase):
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# every inbox endpoint. Guard that the name is resolvable there.
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from odoo.addons.fusion_helpdesk.controllers import main
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self.assertTrue(hasattr(main, '_norm_email'))
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@tagged('post_install', '-at_install', 'fusion_helpdesk')
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class TestBucketTicket(TransactionCase):
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"""Bucketing pins how the My Tickets inbox sections work — getting this
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wrong used to scatter Solved tickets in with New ones, defeating the
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whole point of the grouped view."""
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def test_folded_stage_goes_to_solved(self):
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# Folded wins even if priority is high — closed tickets aren't
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# actionable so they belong in Solved regardless.
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self.assertEqual(bucket_ticket(True, '0'), 'solved')
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self.assertEqual(bucket_ticket(True, '3'), 'solved')
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def test_open_high_or_urgent_promotes_to_critical(self):
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self.assertEqual(bucket_ticket(False, '2'), 'critical')
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self.assertEqual(bucket_ticket(False, '3'), 'critical')
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def test_open_low_or_normal_is_just_open(self):
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self.assertEqual(bucket_ticket(False, '0'), 'open')
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self.assertEqual(bucket_ticket(False, '1'), 'open')
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self.assertEqual(bucket_ticket(False, None), 'open') # missing -> normal
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self.assertEqual(bucket_ticket(False, ''), 'open')
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def test_controller_namespace_resolves_bucket_ticket(self):
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# Regression: the inbox controller imports bucket_ticket — if the
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# name disappears from utils.py, every list call would 500.
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from odoo.addons.fusion_helpdesk.controllers import main
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self.assertTrue(hasattr(main, 'bucket_ticket'))
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@@ -101,6 +101,22 @@ def is_public_message(msg):
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return not msg.get('subtype_is_internal', False)
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def bucket_ticket(stage_is_folded, priority):
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"""Bucket key for the "My Tickets" inbox: 'critical' | 'solved' | 'open'.
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Folded stages (Solved, Cancelled — whatever the central support team has
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marked as kanban-folded) collapse into the 'solved' bucket regardless of
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priority, because a closed ticket is not actionable. For everything still
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open, High and Urgent (priority '2'/'3') promote to 'critical' so the
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reporter can find blockers without scrolling. Anything else is 'open'.
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"""
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if stage_is_folded:
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return 'solved'
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if (priority or '0') in ('2', '3'):
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return 'critical'
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return 'open'
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def compute_unread_count(tickets, seen_by_id):
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"""Number of tickets with a support reply the user hasn't seen.
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