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.

fusion_helpdesk/__manifest__.py

@@ -3,7 +3,7 @@
 # License OPL-1 (Odoo Proprietary License v1.0)
 {
     'name': 'Fusion Helpdesk Reporter',
-    'version': '19.0.1.5.0',
+    'version': '19.0.1.6.0',
     'category': 'Productivity',
     'summary': 'One-click in-app bug reporting & feature requesting — '
                'auto-creates a helpdesk.ticket on a central Odoo Helpdesk.',

fusion_helpdesk/controllers/main.py

@@ -26,6 +26,7 @@ from odoo.http import request
 from odoo.addons.fusion_helpdesk.utils import (
     build_ticket_vals,
     build_scope_domain,
+    bucket_ticket,
     is_public_message,
     compute_unread_count,
     escape_like,
@@ -418,6 +419,21 @@ class FusionHelpdeskController(http.Controller):
                   'again in a moment.') % {'code': e.errcode},
             )
 
+    def _stage_fold_map(self, cfg, tickets):
+        """{stage_id: fold_bool} for the distinct stages on these tickets.
+
+        `helpdesk.stage.fold` is the central support team's signal for
+        "kanban-folded = closed" — Solved + Cancelled by default. We use it
+        (not the stage name) to bucket tickets into the Solved section, so
+        renaming a stage on central doesn't quietly mis-categorise rows.
+        One extra RPC per list call, batched across all distinct stages."""
+        ids = sorted({t['stage_id'][0] for t in tickets if t.get('stage_id')})
+        if not ids:
+            return {}
+        rows = self._rpc(cfg, 'helpdesk.stage', 'read',
+                         [ids], {'fields': ['fold']})
+        return {r['id']: r.get('fold', False) for r in rows}
+
     def _internal_subtype_map(self, cfg, subtype_ids):
         """{subtype_id: internal_bool} so internal notes can be hidden."""
         ids = [s for s in set(subtype_ids) if s]
@@ -562,9 +578,10 @@ class FusionHelpdeskController(http.Controller):
             tickets = self._rpc(
                 cfg, 'helpdesk.ticket', 'search_read', [domain],
                 {'fields': ['id', 'name', 'stage_id', 'partner_id',
-                            'write_date', 'ticket_ref'],
+                            'write_date', 'ticket_ref', 'priority'],
                  'order': 'write_date desc', 'limit': 100})
             msgs = self._ticket_messages(cfg, [t['id'] for t in tickets])
+            stage_fold = self._stage_fold_map(cfg, tickets)
         except (_RemoteError, xmlrpc.client.Fault, OSError, ssl.SSLError) as e:
             return self._remote_failure(cfg, e)
 
@@ -575,6 +592,7 @@ class FusionHelpdeskController(http.Controller):
         for t in tickets:
             rid = t['id']
             ls = last_support.get(rid, 0)
+            sid = t['stage_id'][0] if t['stage_id'] else None
             rows.append({
                 'id': rid,
                 'ref': t.get('ticket_ref') or str(rid),
@@ -583,6 +601,9 @@ class FusionHelpdeskController(http.Controller):
                 'last_update': t['write_date'],
                 'last_support_msg_id': ls,
                 'has_unread': ls > (seen.get(rid, 0) or 0),
+                'priority': t.get('priority') or '0',
+                'group': bucket_ticket(stage_fold.get(sid, False),
+                                       t.get('priority')),
             })
         return {'ok': True, 'tickets': rows, 'is_admin': ident['is_admin'],
                 'unread': compute_unread_count(rows, seen)}

fusion_helpdesk/static/src/js/fusion_helpdesk_dialog.js

@@ -124,6 +124,29 @@ export class FusionHelpdeskDialog extends Component {
         await this.loadList();
     }
 
+    // Bucket tickets into Critical / New & Open / Solved for the section view.
+    // Backend already sorts by write_date desc, so iterating preserves latest-
+    // first within each bucket. We only render non-empty sections so the
+    // dialog doesn't show "0 Critical" noise when the user has none.
+    get groupedTickets() {
+        const groups = [
+            { key: "critical", title: _t("Critical"),
+              iconClass: "fa fa-exclamation-circle", className: "o_fhd_group_critical",
+              tickets: [] },
+            { key: "open",     title: _t("New & Open"),
+              iconClass: "fa fa-inbox", className: "o_fhd_group_open",
+              tickets: [] },
+            { key: "solved",   title: _t("Solved"),
+              iconClass: "fa fa-check-circle", className: "o_fhd_group_solved",
+              tickets: [] },
+        ];
+        const byKey = Object.fromEntries(groups.map((g) => [g.key, g]));
+        for (const t of this.state.tickets) {
+            (byKey[t.group] || byKey.open).tickets.push(t);
+        }
+        return groups.filter((g) => g.tickets.length);
+    }
+
     // ==================================================================
     // My Tickets — thread
     // ==================================================================

fusion_helpdesk/static/src/scss/fusion_helpdesk.scss

@@ -226,6 +226,62 @@ $fhd-accent: var(--fhd-accent, $_fhd-accent-hex);
         margin-bottom: 0.85rem;
     }
 
+    // Ticket groups (Critical / New & Open / Solved) — render a stack of
+    // labelled sections; backend already sorts each by latest-first.
+    .o_fhd_ticket_groups {
+        display: flex;
+        flex-direction: column;
+        gap: 0.85rem;
+        max-height: 60vh;
+        overflow-y: auto;
+        padding-right: 4px;     // breathing room beside the scrollbar
+    }
+
+    .o_fhd_group_header {
+        display: flex;
+        align-items: center;
+        gap: 0.5rem;
+        padding: 0.35rem 0.1rem;
+        font-weight: 600;
+        font-size: 0.85rem;
+        text-transform: uppercase;
+        letter-spacing: 0.04em;
+        position: sticky;
+        top: 0;
+        z-index: 1;
+        background-color: $fhd-bg;
+        border-bottom: 1px solid $fhd-border;
+    }
+
+    .o_fhd_group_count {
+        margin-left: auto;
+        font-size: 0.75rem;
+        font-weight: 600;
+        background-color: $fhd-hover;
+        border: 1px solid $fhd-border;
+        color: $fhd-muted;
+        padding: 0.1rem 0.5rem;
+        border-radius: 10px;
+        font-variant-numeric: tabular-nums;
+    }
+
+    // Per-group accent colours on the header — kept subtle so the list rows
+    // stay the visual focus. The Critical icon is the only saturated colour.
+    .o_fhd_group_critical .o_fhd_group_header { color: #d9534f; }
+    .o_fhd_group_critical .o_fhd_group_header > i { color: #d9534f; }
+    .o_fhd_group_open     .o_fhd_group_header > i { color: $fhd-accent; }
+    .o_fhd_group_solved   .o_fhd_group_header { color: $fhd-muted; }
+    .o_fhd_group_solved   .o_fhd_group_header > i { color: #4CAF50; }
+
+    // Priority indicator inline in the row — Urgent + High only; Low/Normal
+    // get nothing so 90% of rows stay quiet.
+    .o_fhd_priority_urgent, .o_fhd_priority_high {
+        flex: 0 0 auto;
+        font-size: 0.85rem;
+    }
+    .o_fhd_priority_urgent { color: #d9534f; }
+    .o_fhd_priority_high   { color: #f0ad4e; }
+
     // Ticket list
     .o_fhd_ticket_list {
         display: flex;

fusion_helpdesk/static/src/xml/fusion_helpdesk_dialog.xml

@@ -138,14 +138,30 @@
                         <i class="fa fa-inbox fa-2x d-block mb-2"/>
                         No tickets yet. Use the <b>New</b> tab to report a bug or request a feature.
                     </div>
-                    <div t-else="" class="o_fhd_ticket_list">
+                    <div t-else="" class="o_fhd_ticket_groups">
-                        <div t-foreach="state.tickets" t-as="t" t-key="t.id"
+                        <div t-foreach="groupedTickets" t-as="group" t-key="group.key"
-                             class="o_fhd_ticket_row" t-on-click="() => this.openTicket(t.id)">
+                             t-attf-class="o_fhd_group {{ group.className }}">
-                            <span t-if="t.has_unread" class="o_fhd_unread_dot" title="New reply"/>
+                            <div class="o_fhd_group_header">
-                            <span t-else="" class="o_fhd_unread_spacer"/>
+                                <i t-att-class="group.iconClass"/>
-                            <span class="o_fhd_ticket_ref" t-esc="'#' + t.ref"/>
+                                <span class="o_fhd_group_title" t-esc="group.title"/>
-                            <span class="o_fhd_ticket_subject" t-esc="t.subject"/>
+                                <span class="o_fhd_group_count" t-esc="group.tickets.length"/>
-                            <span class="o_fhd_ticket_stage" t-esc="t.stage"/>
+                            </div>
+                            <div class="o_fhd_ticket_list">
+                                <div t-foreach="group.tickets" t-as="t" t-key="t.id"
+                                     class="o_fhd_ticket_row" t-on-click="() => this.openTicket(t.id)">
+                                    <span t-if="t.has_unread" class="o_fhd_unread_dot" title="New reply"/>
+                                    <span t-else="" class="o_fhd_unread_spacer"/>
+                                    <span class="o_fhd_ticket_ref" t-esc="'#' + t.ref"/>
+                                    <span class="o_fhd_ticket_subject" t-esc="t.subject"/>
+                                    <span t-if="t.priority === '3'" class="o_fhd_priority_urgent" title="Urgent">
+                                        <i class="fa fa-exclamation-triangle"/>
+                                    </span>
+                                    <span t-elif="t.priority === '2'" class="o_fhd_priority_high" title="High">
+                                        <i class="fa fa-arrow-up"/>
+                                    </span>
+                                    <span class="o_fhd_ticket_stage" t-esc="t.stage"/>
+                                </div>
+                            </div>
                         </div>
                     </div>
                 </div>

fusion_helpdesk/tests/test_utils.py

@@ -12,6 +12,7 @@ from odoo.tests import TransactionCase, tagged
 from odoo.addons.fusion_helpdesk.utils import (
     build_ticket_vals,
     build_scope_domain,
+    bucket_ticket,
     is_public_message,
     compute_unread_count,
     _norm_email,
@@ -129,3 +130,32 @@ class TestNormEmail(TransactionCase):
         # every inbox endpoint. Guard that the name is resolvable there.
         from odoo.addons.fusion_helpdesk.controllers import main
         self.assertTrue(hasattr(main, '_norm_email'))
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk')
+class TestBucketTicket(TransactionCase):
+    """Bucketing pins how the My Tickets inbox sections work — getting this
+    wrong used to scatter Solved tickets in with New ones, defeating the
+    whole point of the grouped view."""
+
+    def test_folded_stage_goes_to_solved(self):
+        # Folded wins even if priority is high — closed tickets aren't
+        # actionable so they belong in Solved regardless.
+        self.assertEqual(bucket_ticket(True, '0'), 'solved')
+        self.assertEqual(bucket_ticket(True, '3'), 'solved')
+
+    def test_open_high_or_urgent_promotes_to_critical(self):
+        self.assertEqual(bucket_ticket(False, '2'), 'critical')
+        self.assertEqual(bucket_ticket(False, '3'), 'critical')
+
+    def test_open_low_or_normal_is_just_open(self):
+        self.assertEqual(bucket_ticket(False, '0'), 'open')
+        self.assertEqual(bucket_ticket(False, '1'), 'open')
+        self.assertEqual(bucket_ticket(False, None), 'open')   # missing -> normal
+        self.assertEqual(bucket_ticket(False, ''), 'open')
+
+    def test_controller_namespace_resolves_bucket_ticket(self):
+        # Regression: the inbox controller imports bucket_ticket — if the
+        # name disappears from utils.py, every list call would 500.
+        from odoo.addons.fusion_helpdesk.controllers import main
+        self.assertTrue(hasattr(main, 'bucket_ticket'))

fusion_helpdesk/utils.py

@@ -101,6 +101,22 @@ def is_public_message(msg):
     return not msg.get('subtype_is_internal', False)
 
 
+def bucket_ticket(stage_is_folded, priority):
+    """Bucket key for the "My Tickets" inbox: 'critical' | 'solved' | 'open'.
+
+    Folded stages (Solved, Cancelled — whatever the central support team has
+    marked as kanban-folded) collapse into the 'solved' bucket regardless of
+    priority, because a closed ticket is not actionable. For everything still
+    open, High and Urgent (priority '2'/'3') promote to 'critical' so the
+    reporter can find blockers without scrolling. Anything else is 'open'.
+    """
+    if stage_is_folded:
+        return 'solved'
+    if (priority or '0') in ('2', '3'):
+        return 'critical'
+    return 'open'
+
+
 def compute_unread_count(tickets, seen_by_id):
     """Number of tickets with a support reply the user hasn't seen.