feat(fusion_helpdesk): customer follow-up + embedded ticket inbox

Squash-merge of feat/helpdesk-customer-followup. The billing and
fusion_login_audit work from that branch is already on main (landed
separately); this lands only the helpdesk feature.

- Identity keystone: submit() forwards partner_email/partner_name/
  x_fc_client_label so the central Helpdesk find-or-creates the customer
  partner and subscribes them as a follower (enables reply emails + magic link).
- Embedded in-app 'My Tickets' inbox: server-side scoped read/reply RPC
  endpoints, per-user seen tracking (fusion.helpdesk.ticket.seen), systray
  unread badge. Defense-in-depth scope domain + _norm_email normalisation
  (wildcard emails cannot widen scope).
- fusion_helpdesk_central: x_fc_client_label field + list/search views +
  branded acknowledgement email template.
- Deployed and smoke-tested live: nexa central 19.0.1.1.0, entech client
  19.0.1.4.1 (requires Contact Creation on the central service account).

Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>

fusion_helpdesk/__manifest__.py

@@ -3,7 +3,7 @@
 # License OPL-1 (Odoo Proprietary License v1.0)
 {
     'name': 'Fusion Helpdesk Reporter',
-    'version': '19.0.1.3.0',
+    'version': '19.0.1.4.1',
     'category': 'Productivity',
     'summary': 'One-click in-app bug reporting & feature requesting — '
                'auto-creates a helpdesk.ticket on a central Odoo Helpdesk.',
@@ -27,6 +27,7 @@ module bundle. No dependencies on the rest of Fusion Plating.
     'license': 'OPL-1',
     'depends': ['base', 'web', 'mail'],
     'data': [
+        'security/fusion_helpdesk_groups.xml',
         'security/ir.model.access.csv',
         'data/ir_config_parameter_data.xml',
         'views/res_config_settings_views.xml',

fusion_helpdesk/controllers/main.py

@@ -23,6 +23,15 @@ from odoo import _, http
 from odoo.exceptions import UserError
 from odoo.http import request
 
+from odoo.addons.fusion_helpdesk.utils import (
+    build_ticket_vals,
+    build_scope_domain,
+    is_public_message,
+    compute_unread_count,
+    escape_like,
+    _norm_email,
+)
+
 _logger = logging.getLogger(__name__)
 
 
@@ -34,7 +43,7 @@ class FusionHelpdeskController(http.Controller):
     )
     def submit(self, kind, subject, description,
                error_code=None, attachments=None,
-               page_url=None, user_agent=None):
+               page_url=None, user_agent=None, reply_email=None):
         """Forward a bug report or feature request to the central Odoo
         Helpdesk and return {ok, ticket_id, ticket_url, error}.
 
@@ -60,10 +69,6 @@ class FusionHelpdeskController(http.Controller):
             }
 
         # ---- Build the ticket payload ---------------------------------
-        prefix = ('[%s] ' % cfg['client_label']) if cfg['client_label'] else ''
-        kind_label = 'Bug Report' if kind == 'bug' else 'Feature Request'
-        full_subject = '%s%s: %s' % (prefix, kind_label, subject or '(untitled)')
-
         body_parts = []
         if description:
             body_parts.append(
@@ -77,12 +82,22 @@ class FusionHelpdeskController(http.Controller):
             )
         body_parts.append(self._build_diag_block(page_url, user_agent))
 
-        ticket_vals = {
-            'name': full_subject,
-            'description': '\n'.join(body_parts),
-        }
-        if cfg['team_id']:
-            ticket_vals['team_id'] = cfg['team_id']
+        # Identity keystone: send the reporter's name + email so the central
+        # helpdesk find-or-creates the customer partner and subscribes them as
+        # a follower — which is what enables reply emails, the magic link, and
+        # the scoped "My Tickets" inbox. reply_email is the (editable) value the
+        # user confirmed in the dialog; fall back to their Odoo email/login.
+        user = request.env.user
+        # Normalise the confirmed email (and fall back to the user's own).
+        # Normalising rejects garbage / wildcard-bearing values so the stored
+        # partner_email — which is also the inbox scope key — stays clean.
+        reporter_email = _norm_email(reply_email, user.email, user.login)
+        ticket_vals = build_ticket_vals(
+            kind=kind, subject=subject, body_html='\n'.join(body_parts),
+            team_id=cfg['team_id'], client_label=cfg['client_label'],
+            reporter_name=user.name, reporter_email=reporter_email,
+            company_name=request.env.company.name,
+        )
 
         # ---- Talk to remote Odoo --------------------------------------
         try:
@@ -133,7 +148,12 @@ class FusionHelpdeskController(http.Controller):
             return _network_error_response(cfg['url'], e)
 
         # ---- Push attachments -----------------------------------------
+        # The ticket already exists; an attachment failure must NOT bubble up
+        # as a 500 (the user would think the whole submission failed and file
+        # a duplicate). Catch network errors too, count failures, and report
+        # them back so the dialog can tell the user which files didn't make it.
         attached = 0
+        failed = 0
         for att in attachments or []:
             data_b64 = (att or {}).get('data_b64')
             name = (att or {}).get('name') or 'attachment.bin'
@@ -152,10 +172,12 @@ class FusionHelpdeskController(http.Controller):
                     }],
                 )
                 attached += 1
-            except xmlrpc.client.Fault as e:
+            except (xmlrpc.client.Fault, xmlrpc.client.ProtocolError,
+                    socket.timeout, OSError, ssl.SSLError) as e:
+                failed += 1
                 _logger.warning(
                     'fusion_helpdesk: attachment "%s" upload failed: %s',
-                    name, e.faultString,
+                    name, e,
                 )
 
         ticket_url = urljoin(
@@ -163,9 +185,9 @@ class FusionHelpdeskController(http.Controller):
             'odoo/helpdesk/%s' % ticket_id,
         )
         _logger.info(
-            'fusion_helpdesk: created remote ticket #%s (%s attachments) '
+            'fusion_helpdesk: created remote ticket #%s (%s attached, %s failed) '
             'on %s for user %s',
-            ticket_id, attached, cfg['url'],
+            ticket_id, attached, failed, cfg['url'],
             request.env.user.login,
         )
         return {
@@ -173,6 +195,7 @@ class FusionHelpdeskController(http.Controller):
             'ticket_id': ticket_id,
             'ticket_url': ticket_url,
             'attached': attached,
+            'failed': failed,
         }
 
     # ------------------------------------------------------------------
@@ -351,6 +374,318 @@ class FusionHelpdeskController(http.Controller):
         body += '</table>'
         return body
 
+    # ==================================================================
+    # Embedded ticket inbox — identity, RPC seam, helpers
+    # ==================================================================
+    def _identity(self):
+        """Resolve the caller's scope from the SERVER-SIDE session only.
+
+        Never trust an email / label / scope sent by the browser — this is
+        the security boundary that stops one deployment reading another's
+        tickets through the shared bot account."""
+        user = request.env.user
+        cfg = self._read_config()
+        return {
+            'cfg': cfg,
+            # Normalised so a self-set wildcard email ('%') can't widen scope.
+            'email': _norm_email(user.email, user.login),
+            'label': cfg['client_label'],
+            'is_admin': user.has_group('fusion_helpdesk.group_reporter_admin'),
+            'name': user.name,
+        }
+
+    def _config_ready(self, cfg):
+        return all([cfg['url'], cfg['db'], cfg['login'], cfg['password']])
+
+    def _rpc(self, cfg, model, method, args, kw=None):
+        """Authenticate + execute_kw against the central Odoo as the bot.
+
+        A ProtocolError on the execute_kw leg (e.g. a 502/503/429 from the
+        central reverse proxy) is NOT an OSError subclass, so we convert it to
+        a _RemoteError here — otherwise it would escape every endpoint's
+        except-tuple and surface as a raw 500 (mislabelled "Network error")."""
+        uid, proxy = self._authenticate(cfg)
+        try:
+            return proxy.execute_kw(
+                cfg['db'], uid, cfg['password'], model, method, args, kw or {},
+            )
+        except xmlrpc.client.ProtocolError as e:
+            _logger.warning('fusion_helpdesk: HTTP %s on %s.%s: %s',
+                            e.errcode, model, method, e.errmsg)
+            raise _RemoteError(
+                'remote_http_error',
+                _('The central Helpdesk returned HTTP %(code)s. Please try '
+                  'again in a moment.') % {'code': e.errcode},
+            )
+
+    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]
+        if not ids:
+            return {}
+        rows = self._rpc(cfg, 'mail.message.subtype', 'read',
+                         [ids], {'fields': ['internal']})
+        return {r['id']: r.get('internal', False) for r in rows}
+
+    def _ticket_messages(self, cfg, ticket_ids):
+        """Raw comment/email messages for a set of tickets (one RPC)."""
+        if not ticket_ids:
+            return []
+        return self._rpc(
+            cfg, 'mail.message', 'search_read',
+            [[('model', '=', 'helpdesk.ticket'),
+              ('res_id', 'in', list(ticket_ids)),
+              ('message_type', 'in', ['comment', 'email'])]],
+            {'fields': ['id', 'res_id', 'author_id', 'subtype_id']},
+        )
+
+    def _last_support_map(self, cfg, tickets, msgs):
+        """{ticket_id: latest customer-visible SUPPORT message id}.
+
+        A support message is a public comment NOT authored by the ticket's
+        own customer (internal notes and the customer's own posts excluded)."""
+        internal = self._internal_subtype_map(
+            cfg, [m['subtype_id'][0] for m in msgs if m.get('subtype_id')])
+        customer = {
+            t['id']: (t['partner_id'][0] if t['partner_id'] else None)
+            for t in tickets
+        }
+        last = {}
+        for m in msgs:
+            st = m.get('subtype_id')
+            if st and internal.get(st[0]):
+                continue  # internal note — never counts / never shown
+            author = m['author_id'][0] if m['author_id'] else None
+            rid = m['res_id']
+            if author and author == customer.get(rid):
+                continue  # the customer's own reply isn't an unread "support" msg
+            if m['id'] > last.get(rid, 0):
+                last[rid] = m['id']
+        return last
+
+    def _public_messages(self, cfg, ticket_id):
+        """Customer-visible thread for one ticket, oldest first."""
+        raw = self._rpc(
+            cfg, 'mail.message', 'search_read',
+            [[('model', '=', 'helpdesk.ticket'),
+              ('res_id', '=', ticket_id),
+              ('message_type', 'in', ['comment', 'email'])]],
+            {'fields': ['id', 'date', 'body', 'author_id', 'subtype_id',
+                        'attachment_ids'],
+             'order': 'id asc'},
+        )
+        internal = self._internal_subtype_map(
+            cfg, [m['subtype_id'][0] for m in raw if m.get('subtype_id')])
+        out = []
+        for m in raw:
+            st = m.get('subtype_id')
+            msg = {
+                'id': m['id'],
+                'date': m['date'],
+                'body': m['body'] or '',
+                'author': (m['author_id'][1] if m['author_id'] else ''),
+                'author_id': (m['author_id'][0] if m['author_id'] else False),
+                'attachment_count': len(m.get('attachment_ids') or []),
+                'subtype_is_internal': internal.get(st[0], False) if st else False,
+            }
+            if is_public_message(msg):
+                out.append(msg)
+        return out
+
+    def _resolve_author(self, cfg, ident, ticket):
+        """Find-or-create the replier's OWN partner on central so their reply
+        is correctly attributed.
+
+        `ident['email']` is already normalised (no wildcards); we escape it for
+        the =ilike search as belt-and-suspenders. On any failure we log and
+        return False — message_post then attributes the reply to the service
+        account, which is honest. We deliberately do NOT fall back to the
+        ticket's customer: for an admin replying to a colleague's ticket that
+        would silently impersonate the customer."""
+        email = ident['email']
+        if not email:
+            return False
+        try:
+            pids = self._rpc(cfg, 'res.partner', 'search',
+                             [[('email', '=ilike', escape_like(email))]], {'limit': 1})
+            if pids:
+                return pids[0]
+            return self._rpc(cfg, 'res.partner', 'create',
+                             [{'name': ident['name'], 'email': email}])
+        except (xmlrpc.client.Fault, _RemoteError) as e:
+            _logger.warning(
+                'fusion_helpdesk: could not resolve reply author for %s on '
+                'ticket %s (%s); posting as the service account.',
+                email, ticket.get('id'), e)
+            return False
+
+    def _mark_ticket_seen(self, ticket_id, messages):
+        """Best-effort read-tracking. Runs AFTER the remote read/post, so it
+        must never raise — otherwise a local DB hiccup here would turn an
+        already-successful reply into a reported failure, and the user would
+        resubmit (posting a duplicate). Bookkeeping only; log and swallow."""
+        if not messages:
+            return
+        try:
+            request.env['fusion.helpdesk.ticket.seen']._mark_seen(
+                ticket_id, max(m['id'] for m in messages))
+        except Exception:  # noqa: BLE001 — non-critical bookkeeping
+            _logger.exception(
+                'fusion_helpdesk: mark-seen failed for ticket %s', ticket_id)
+
+    def _remote_failure(self, cfg, err):
+        """Map a mid-RPC failure to the dialog's response shape."""
+        if isinstance(err, _RemoteError):
+            return err.to_response()
+        if isinstance(err, (socket.timeout, OSError, ssl.SSLError)):
+            return _network_error_response(cfg['url'], err)
+        return {'ok': False, 'error': 'remote_error',
+                'message': _('The central Helpdesk returned an error: %s'
+                             ) % str(err)}
+
+    # ==================================================================
+    # Embedded ticket inbox — endpoints (auth='user', server-side scoped)
+    # ==================================================================
+    @http.route('/fusion_helpdesk/my_tickets',
+                type='jsonrpc', auth='user', methods=['POST'])
+    def my_tickets(self, scope='mine'):
+        """List the caller's tickets (scoped). Admins may pass scope='all'
+        to see every ticket from their deployment."""
+        ident = self._identity()
+        cfg = ident['cfg']
+        if not self._config_ready(cfg):
+            return {'ok': False, 'error': 'config_missing',
+                    'message': _('Fusion Helpdesk is not configured.')}
+        view_all = ident['is_admin'] and scope == 'all'
+        domain = build_scope_domain(ident['label'], ident['email'], view_all)
+        try:
+            tickets = self._rpc(
+                cfg, 'helpdesk.ticket', 'search_read', [domain],
+                {'fields': ['id', 'name', 'stage_id', 'partner_id',
+                            'write_date', 'ticket_ref'],
+                 'order': 'write_date desc', 'limit': 100})
+            msgs = self._ticket_messages(cfg, [t['id'] for t in tickets])
+        except (_RemoteError, xmlrpc.client.Fault, OSError, ssl.SSLError) as e:
+            return self._remote_failure(cfg, e)
+
+        last_support = self._last_support_map(cfg, tickets, msgs)
+        ids = [t['id'] for t in tickets]
+        seen = request.env['fusion.helpdesk.ticket.seen']._seen_map(ids)
+        rows = []
+        for t in tickets:
+            rid = t['id']
+            ls = last_support.get(rid, 0)
+            rows.append({
+                'id': rid,
+                'ref': t.get('ticket_ref') or str(rid),
+                'subject': t['name'],
+                'stage': t['stage_id'][1] if t['stage_id'] else '',
+                'last_update': t['write_date'],
+                'last_support_msg_id': ls,
+                'has_unread': ls > (seen.get(rid, 0) or 0),
+            })
+        return {'ok': True, 'tickets': rows, 'is_admin': ident['is_admin'],
+                'unread': compute_unread_count(rows, seen)}
+
+    @http.route('/fusion_helpdesk/ticket/<int:ticket_id>',
+                type='jsonrpc', auth='user', methods=['POST'])
+    def ticket_detail(self, ticket_id, **kw):
+        """Full thread for one ticket — re-checks scope, hides internal notes,
+        marks the ticket seen for the badge."""
+        ident = self._identity()
+        cfg = ident['cfg']
+        if not self._config_ready(cfg):
+            return {'ok': False, 'error': 'config_missing',
+                    'message': _('Fusion Helpdesk is not configured.')}
+        domain = build_scope_domain(
+            ident['label'], ident['email'], ident['is_admin']
+        ) + [('id', '=', ticket_id)]
+        try:
+            found = self._rpc(cfg, 'helpdesk.ticket', 'search_read', [domain],
+                              {'fields': ['id', 'name', 'stage_id',
+                                          'access_token'], 'limit': 1})
+            if not found:
+                return {'ok': False, 'error': 'not_found',
+                        'message': _('Ticket not found or not accessible.')}
+            messages = self._public_messages(cfg, ticket_id)
+        except (_RemoteError, xmlrpc.client.Fault, OSError, ssl.SSLError) as e:
+            return self._remote_failure(cfg, e)
+        self._mark_ticket_seen(ticket_id, messages)
+        t = found[0]
+        # Magic link: the customer's own access-token URL on central, so they
+        # can open the full ticket (incl. attachments) in the portal if needed.
+        portal_url = ''
+        if t.get('access_token'):
+            portal_url = '%s/my/ticket/%s/%s' % (
+                cfg['url'].rstrip('/'), t['id'], t['access_token'])
+        return {'ok': True, 'ticket': {
+            'id': t['id'], 'subject': t['name'],
+            'stage': t['stage_id'][1] if t['stage_id'] else '',
+            'portal_url': portal_url,
+            'messages': messages}}
+
+    @http.route('/fusion_helpdesk/ticket/<int:ticket_id>/reply',
+                type='jsonrpc', auth='user', methods=['POST'])
+    def ticket_reply(self, ticket_id, body=None, **kw):
+        """Post a customer reply on a scoped ticket, attributed to the replier."""
+        ident = self._identity()
+        cfg = ident['cfg']
+        text = (body or '').strip()
+        if not text:
+            return {'ok': False, 'error': 'empty',
+                    'message': _('Your reply is empty.')}
+        if not self._config_ready(cfg):
+            return {'ok': False, 'error': 'config_missing',
+                    'message': _('Fusion Helpdesk is not configured.')}
+        domain = build_scope_domain(
+            ident['label'], ident['email'], ident['is_admin']
+        ) + [('id', '=', ticket_id)]
+        try:
+            found = self._rpc(cfg, 'helpdesk.ticket', 'search_read', [domain],
+                              {'fields': ['id', 'partner_id'], 'limit': 1})
+            if not found:
+                return {'ok': False, 'error': 'not_found',
+                        'message': _('Ticket not found or not accessible.')}
+            author_id = self._resolve_author(cfg, ident, found[0])
+            # We escape the user's text ourselves, then mark it up as paragraphs.
+            # message_post() ESCAPES a plain str body (it expects a Markup for
+            # HTML) — but Markup can't cross XML-RPC, so we pass body_is_html=True
+            # which tells the remote message_post to treat our already-escaped
+            # HTML as Markup. Without this the customer would see literal <p> tags.
+            html = '<p>%s</p>' % _html_escape(text).replace('\n', '<br/>')
+            self._rpc(cfg, 'helpdesk.ticket', 'message_post', [[ticket_id]], {
+                'body': html, 'body_is_html': True, 'message_type': 'comment',
+                'subtype_xmlid': 'mail.mt_comment', 'author_id': author_id,
+            })
+            messages = self._public_messages(cfg, ticket_id)
+        except (_RemoteError, xmlrpc.client.Fault, OSError, ssl.SSLError) as e:
+            return self._remote_failure(cfg, e)
+        self._mark_ticket_seen(ticket_id, messages)
+        return {'ok': True, 'messages': messages}
+
+    @http.route('/fusion_helpdesk/unread_count',
+                type='jsonrpc', auth='user', methods=['POST'])
+    def unread_count(self):
+        """Badge count: tickets with a support reply newer than last-seen.
+        Always scoped to the caller's OWN tickets (never the admin-all view)."""
+        ident = self._identity()
+        cfg = ident['cfg']
+        if not self._config_ready(cfg):
+            return {'ok': True, 'count': 0}
+        domain = build_scope_domain(ident['label'], ident['email'], False)
+        try:
+            tickets = self._rpc(cfg, 'helpdesk.ticket', 'search_read', [domain],
+                                {'fields': ['id', 'partner_id'], 'limit': 100})
+            msgs = self._ticket_messages(cfg, [t['id'] for t in tickets])
+        except (_RemoteError, xmlrpc.client.Fault, OSError, ssl.SSLError):
+            return {'ok': True, 'count': 0}   # badge must never break the systray
+        last_support = self._last_support_map(cfg, tickets, msgs)
+        rows = [{'id': k, 'last_support_msg_id': v}
+                for k, v in last_support.items()]
+        seen = request.env['fusion.helpdesk.ticket.seen']._seen_map(
+            list(last_support.keys()))
+        return {'ok': True, 'count': compute_unread_count(rows, seen)}
+
 
 def _html_escape(s):
     return (

fusion_helpdesk/models/__init__.py

@@ -1,2 +1,3 @@
 # -*- coding: utf-8 -*-
 from . import res_config_settings
+from . import fusion_helpdesk_ticket_seen

fusion_helpdesk/models/fusion_helpdesk_ticket_seen.py

@@ -0,0 +1,66 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+"""Per-user read-tracking for the embedded ticket inbox.
+
+Stores ONLY metadata — which central ticket a user has seen and up to
+which message id. No ticket content is replicated locally; this exists
+purely so the systray unread badge can work without re-fetching the
+whole inbox on every page load. Tickets themselves remain a live RPC
+view of the central Odoo.
+"""
+from odoo import api, fields, models
+
+
+class FusionHelpdeskTicketSeen(models.Model):
+    _name = 'fusion.helpdesk.ticket.seen'
+    _description = 'Fusion Helpdesk — per-user read tracking (metadata only)'
+
+    user_id = fields.Many2one(
+        'res.users', required=True, index=True, ondelete='cascade',
+        default=lambda self: self.env.uid,
+    )
+    central_ticket_id = fields.Integer(
+        string='Central Ticket ID', required=True, index=True,
+        help='helpdesk.ticket id on the central Odoo.',
+    )
+    last_seen_message_id = fields.Integer(
+        string='Last Seen Message ID', default=0,
+        help='Highest central mail.message id this user has viewed for '
+             'the ticket. Drives the unread badge.',
+    )
+
+    _user_ticket_uniq = models.Constraint(
+        'UNIQUE(user_id, central_ticket_id)',
+        'One seen-row per user per ticket.',
+    )
+
+    @api.model
+    def _mark_seen(self, central_ticket_id, last_message_id):
+        """Upsert the current user's last-seen marker for a ticket.
+
+        Monotonic — never moves the marker backwards (a stale client
+        reporting an older id can't resurrect an unread badge)."""
+        rec = self.search([
+            ('user_id', '=', self.env.uid),
+            ('central_ticket_id', '=', central_ticket_id),
+        ], limit=1)
+        if rec:
+            if (last_message_id or 0) > rec.last_seen_message_id:
+                rec.last_seen_message_id = last_message_id
+        else:
+            self.create({
+                'central_ticket_id': central_ticket_id,
+                'last_seen_message_id': last_message_id or 0,
+            })
+        return True
+
+    @api.model
+    def _seen_map(self, central_ticket_ids):
+        """Return {central_ticket_id: last_seen_message_id} for the
+        current user across the given ticket ids."""
+        rows = self.search([
+            ('user_id', '=', self.env.uid),
+            ('central_ticket_id', 'in', list(central_ticket_ids)),
+        ])
+        return {r.central_ticket_id: r.last_seen_message_id for r in rows}

fusion_helpdesk/security/fusion_helpdesk_groups.xml

@@ -0,0 +1,18 @@
+<?xml version="1.0" encoding="utf-8"?>
+<!--
+    Copyright 2026 Nexa Systems Inc.
+    License OPL-1
+-->
+<odoo>
+    <!--
+        Deployment-level admin for the embedded ticket inbox. Members see
+        ALL tickets filed from this deployment (scoped by x_fc_client_label)
+        in the "My Tickets" tab; non-members see only their own. The gate is
+        enforced server-side in the controller via has_group().
+        Odoo 19: res.groups has NO `users`/`category_id` fields — keep minimal.
+    -->
+    <record id="group_reporter_admin" model="res.groups">
+        <field name="name">Helpdesk Reporter Admin</field>
+        <field name="comment">Can view all tickets filed from this deployment in the in-app helpdesk inbox.</field>
+    </record>
+</odoo>

fusion_helpdesk/security/ir.model.access.csv

@@ -1 +1,2 @@
 id,name,model_id:id,group_id:id,perm_read,perm_write,perm_create,perm_unlink
+access_fhd_seen_user,fusion.helpdesk.ticket.seen.user,model_fusion_helpdesk_ticket_seen,base.group_user,1,1,1,1

fusion_helpdesk/static/src/js/fusion_helpdesk_dialog.js

@@ -1,13 +1,20 @@
 /** @odoo-module **/
-// Fusion Helpdesk — submission dialog. Lets the user pick Bug or
-// Feature, fill in subject + description, paste an error code, attach
-// files, and capture a screenshot via the browser's getDisplayMedia
-// API. On submit, the payload is POSTed to /fusion_helpdesk/submit
-// which forwards it (XML-RPC) to a central Odoo Helpdesk.
+// Fusion Helpdesk — submission + follow-up dialog.
+//
+// Two tabs:
+//   • New        — report a bug / request a feature (the original form),
+//                  plus a confirmed "Your email" field so support can reply.
+//   • My Tickets — a live RPC view of the user's tickets on the central
+//                  Odoo: list → open one → read support's replies → reply
+//                  inline, without ever leaving this Odoo or logging in.
+//
+// Tickets are NOT copied locally — every list/thread/reply is a live call
+// to the central Helpdesk, scoped server-side to the logged-in user.
 
-import { Component, useState } from "@odoo/owl";
+import { Component, useState, onWillStart } from "@odoo/owl";
 import { Dialog } from "@web/core/dialog/dialog";
 import { rpc } from "@web/core/network/rpc";
+import { user } from "@web/core/user";
 import { useService } from "@web/core/utils/hooks";
 import { _t } from "@web/core/l10n/translation";
 
@@ -18,16 +25,20 @@ export class FusionHelpdeskDialog extends Component {
     static components = { Dialog };
     static props = {
         close: Function,
+        initialTab: { type: String, optional: true },
     };
 
     setup() {
         this.notification = useService("notification");
         this.state = useState({
-            kind: "bug",            // 'bug' | 'feature'
+            tab: this.props.initialTab || "new",   // 'new' | 'list' | 'thread'
+            // ---- New report ----
+            kind: "bug",
             subject: "",
             description: "",
             errorCode: "",
-            attachments: [],        // [{name, mimetype, sizeLabel, iconClass, data_b64}]
+            replyEmail: user.login || "",
+            attachments: [],
             capturing: false,
             submitting: false,
             error: "",
@@ -35,21 +46,146 @@ export class FusionHelpdeskDialog extends Component {
             ticketId: null,
             ticketUrl: "",
             attached: 0,
+            failed: 0,
+            // ---- My Tickets ----
+            isAdmin: false,
+            scope: "mine",                         // 'mine' | 'all'
+            tickets: [],
+            loadingList: false,
+            listError: "",
+            // ---- Thread ----
+            current: null,                         // {id, subject, stage, portal_url, messages}
+            loadingThread: false,
+            threadError: "",
+            replyBody: "",
+            sendingReply: false,
+        });
+
+        onWillStart(async () => {
+            if (this.state.tab === "list") {
+                await this.loadList();
+            }
         });
     }
 
     get dialogTitle() {
-        return this.state.kind === "bug"
-            ? _t("Report a Bug")
-            : _t("Request a Feature");
+        if (this.state.tab === "thread" && this.state.current) {
+            return this.state.current.subject;
+        }
+        if (this.state.tab === "list") {
+            return _t("My Tickets");
+        }
+        return this.state.kind === "bug" ? _t("Report a Bug") : _t("Request a Feature");
+    }
+
+    // ------------------------------------------------------------------
+    // Tabs
+    async setTab(tab) {
+        this.state.tab = tab;
+        this.state.error = "";
+        if (tab === "list") {
+            await this.loadList();
+        }
     }
 
     setKind(kind) {
         this.state.kind = kind;
     }
 
-    // ------------------------------------------------------------------
-    // File input → b64
+    // ==================================================================
+    // My Tickets — list
+    // ==================================================================
+    async loadList() {
+        if (this.state.loadingList) return;
+        this.state.loadingList = true;
+        this.state.listError = "";
+        try {
+            const res = await rpc("/fusion_helpdesk/my_tickets", {
+                scope: this.state.scope,
+            });
+            if (!res.ok) {
+                this.state.listError = res.message || _t("Could not load your tickets.");
+                this.state.tickets = [];
+            } else {
+                this.state.tickets = res.tickets || [];
+                this.state.isAdmin = !!res.is_admin;
+            }
+        } catch (err) {
+            console.error("fusion_helpdesk: my_tickets failed", err);
+            this.state.listError = (err && err.message) || _t("Network error.");
+        } finally {
+            this.state.loadingList = false;
+        }
+    }
+
+    async setScope(scope) {
+        if (this.state.scope === scope) return;
+        this.state.scope = scope;
+        await this.loadList();
+    }
+
+    // ==================================================================
+    // My Tickets — thread
+    // ==================================================================
+    async openTicket(ticketId) {
+        this.state.loadingThread = true;
+        this.state.threadError = "";
+        this.state.replyBody = "";
+        try {
+            const res = await rpc(`/fusion_helpdesk/ticket/${ticketId}`, {});
+            if (!res.ok) {
+                this.state.threadError = res.message || _t("Could not open this ticket.");
+                return;
+            }
+            this.state.current = res.ticket;
+            this.state.tab = "thread";
+            // The ticket is now seen server-side; clear its unread flag locally.
+            const row = this.state.tickets.find((t) => t.id === ticketId);
+            if (row) {
+                row.has_unread = false;
+            }
+        } catch (err) {
+            console.error("fusion_helpdesk: open ticket failed", err);
+            this.state.threadError = (err && err.message) || _t("Network error.");
+        } finally {
+            this.state.loadingThread = false;
+        }
+    }
+
+    async backToList() {
+        this.state.current = null;
+        this.state.tab = "list";
+        await this.loadList();   // refresh stages / unread after viewing
+    }
+
+    async sendReply() {
+        const body = (this.state.replyBody || "").trim();
+        if (!body || this.state.sendingReply || !this.state.current) return;
+        this.state.sendingReply = true;
+        this.state.threadError = "";
+        try {
+            const res = await rpc(
+                `/fusion_helpdesk/ticket/${this.state.current.id}/reply`,
+                { body }
+            );
+            if (!res.ok) {
+                this.state.threadError = res.message || _t("Could not send your reply.");
+            } else {
+                this.state.current.messages = res.messages || this.state.current.messages;
+                this.state.replyBody = "";
+                this.notification.add(_t("Reply sent."), { type: "success" });
+            }
+        } catch (err) {
+            console.error("fusion_helpdesk: send reply failed", err);
+            this.state.threadError = (err && err.message) || _t("Network error.");
+        } finally {
+            this.state.sendingReply = false;
+        }
+    }
+
+    // ==================================================================
+    // New report — files / screenshot (unchanged behaviour)
+    // ==================================================================
     async onFilesPicked(ev) {
         const files = Array.from(ev.target.files || []);
         for (const f of files) {
@@ -75,7 +211,6 @@ export class FusionHelpdeskDialog extends Component {
                 );
             }
         }
-        // Reset the input so picking the same file again re-fires onchange.
         ev.target.value = "";
     }
 
@@ -92,8 +227,6 @@ export class FusionHelpdeskDialog extends Component {
         });
     }
 
-    // ------------------------------------------------------------------
-    // Screenshot capture via getDisplayMedia
     async onTakeScreenshot() {
         if (!navigator.mediaDevices || !navigator.mediaDevices.getDisplayMedia) {
             this.notification.add(
@@ -119,7 +252,6 @@ export class FusionHelpdeskDialog extends Component {
                 rawSize: blob.size,
             });
         } catch (err) {
-            // User cancelled the picker — silently swallow. Other errors → notify.
             if (err && err.name !== "NotAllowedError" && err.name !== "AbortError") {
                 this.notification.add(
                     _t("Screenshot failed: %s").replace("%s", err.message || err),
@@ -138,7 +270,6 @@ export class FusionHelpdeskDialog extends Component {
         const video = document.createElement("video");
         video.srcObject = stream;
         await video.play();
-        // Give the browser one frame to settle the picker chrome.
         await new Promise((r) => requestAnimationFrame(() => requestAnimationFrame(r)));
         const canvas = document.createElement("canvas");
         canvas.width = video.videoWidth;
@@ -195,8 +326,9 @@ export class FusionHelpdeskDialog extends Component {
         return "fa fa-file-o";
     }
 
-    // ------------------------------------------------------------------
-    // Submit
+    // ==================================================================
+    // New report — submit
+    // ==================================================================
     async onSubmit() {
         if (this.state.submitting) return;
         const subject = (this.state.subject || "").trim();
@@ -213,6 +345,7 @@ export class FusionHelpdeskDialog extends Component {
                 subject,
                 description: this.state.description || "",
                 error_code: this.state.kind === "bug" ? this.state.errorCode || "" : "",
+                reply_email: (this.state.replyEmail || "").trim(),
                 attachments: this.state.attachments.map((a) => ({
                     name: a.name,
                     mimetype: a.mimetype,
@@ -229,13 +362,14 @@ export class FusionHelpdeskDialog extends Component {
                 this.state.ticketId = res.ticket_id;
                 this.state.ticketUrl = res.ticket_url;
                 this.state.attached = res.attached || 0;
-                // Reset the editable fields so user can file another if they want.
+                this.state.failed = res.failed || 0;
                 this.state.subject = "";
                 this.state.description = "";
                 this.state.errorCode = "";
                 this.state.attachments = [];
             }
         } catch (err) {
+            console.error("fusion_helpdesk: submit failed", err);
             this.state.error = (err && err.message) || _t("Network error.");
         } finally {
             this.state.submitting = false;

fusion_helpdesk/static/src/js/fusion_helpdesk_systray.js

@@ -1,24 +1,52 @@
 /** @odoo-module **/
-// Fusion Helpdesk — top systray icon. Sequence chosen so the icon
-// appears to the LEFT of the attendance check-in button. Odoo
-// systray ordering is by sequence ascending (lower = leftmost in the
-// systray bar). hr_attendance ships at sequence 100, so we use 99.
+// Fusion Helpdesk — top systray icon with an unread-reply badge.
+// Sequence 99 places it just left of the attendance check-in button.
 
-import { Component } from "@odoo/owl";
+import { Component, useState, onWillStart, onWillUnmount } from "@odoo/owl";
 import { registry } from "@web/core/registry";
+import { rpc } from "@web/core/network/rpc";
 import { useService } from "@web/core/utils/hooks";
 import { FusionHelpdeskDialog } from "./fusion_helpdesk_dialog";
 
+const POLL_MS = 120000; // refresh the unread badge every 2 minutes
+
 class FusionHelpdeskSystray extends Component {
     static template = "fusion_helpdesk.SystrayItem";
     static props = {};
 
     setup() {
         this.dialog = useService("dialog");
+        this.state = useState({ unread: 0 });
+
+        onWillStart(async () => {
+            await this._refreshUnread();
+        });
+
+        // Poll so a reply that lands while the user is working still
+        // surfaces without a page reload. Errors are swallowed server-side
+        // (the endpoint always returns a count) so the badge never breaks.
+        this._timer = setInterval(() => this._refreshUnread(), POLL_MS);
+        onWillUnmount(() => clearInterval(this._timer));
+    }
+
+    async _refreshUnread() {
+        try {
+            const res = await rpc("/fusion_helpdesk/unread_count", {});
+            this.state.unread = (res && res.count) || 0;
+        } catch {
+            // Network/config hiccup — leave the badge as-is, don't throw.
+        }
     }
 
     onClick() {
-        this.dialog.add(FusionHelpdeskDialog, {});
+        // If there are unread replies, drop straight into the inbox;
+        // otherwise open the New report form (the primary action).
+        const initialTab = this.state.unread > 0 ? "list" : "new";
+        this.dialog.add(
+            FusionHelpdeskDialog,
+            { initialTab },
+            { onClose: () => this._refreshUnread() }
+        );
     }
 }
 

fusion_helpdesk/static/src/scss/fusion_helpdesk.scss

@@ -170,3 +170,170 @@ $fhd-accent: var(--fhd-accent, $_fhd-accent-hex);
         &:hover { color: #d32f2f; }
     }
 }
+
+// Systray unread badge
+.o_fhd_systray {
+    .o_fhd_systray_btn { position: relative; }
+
+    .o_fhd_systray_badge {
+        position: absolute;
+        top: -2px;
+        right: 0;
+        min-width: 16px;
+        height: 16px;
+        padding: 0 4px;
+        border-radius: 8px;
+        background-color: #d9534f;
+        color: #fff;
+        font-size: 0.65rem;
+        font-weight: 700;
+        line-height: 16px;
+        text-align: center;
+    }
+}
+
+// Inbox additions (tabs, list, thread) — share the dialog tokens above.
+.o_fhd_dialog {
+    .o_fhd_muted { color: $fhd-muted; }
+
+    .o_fhd_tabs {
+        display: flex;
+        gap: 0.25rem;
+        border-bottom: 1px solid $fhd-border;
+        margin-bottom: 1rem;
+    }
+
+    .o_fhd_tab {
+        background: transparent;
+        border: none;
+        border-bottom: 2px solid transparent;
+        padding: 0.5rem 0.9rem;
+        color: $fhd-muted;
+        cursor: pointer;
+        font-weight: 500;
+
+        &:hover { color: $fhd-text; }
+
+        &.o_fhd_tab_active {
+            color: $fhd-accent;
+            border-bottom-color: $fhd-accent;
+        }
+    }
+
+    .o_fhd_scope_row {
+        display: flex;
+        gap: 0.5rem;
+        margin-bottom: 0.85rem;
+    }
+
+    // Ticket list
+    .o_fhd_ticket_list {
+        display: flex;
+        flex-direction: column;
+        border: 1px solid $fhd-border;
+        border-radius: 6px;
+        overflow: hidden;
+    }
+
+    .o_fhd_ticket_row {
+        display: flex;
+        align-items: center;
+        gap: 0.6rem;
+        padding: 0.6rem 0.75rem;
+        background-color: $fhd-bg;
+        border-bottom: 1px solid $fhd-border;
+        cursor: pointer;
+
+        &:last-child { border-bottom: none; }
+        &:hover { background-color: $fhd-hover; }
+    }
+
+    .o_fhd_unread_dot {
+        width: 9px;
+        height: 9px;
+        border-radius: 50%;
+        background-color: $fhd-accent;
+        flex: 0 0 auto;
+    }
+
+    .o_fhd_unread_spacer { width: 9px; flex: 0 0 auto; }
+
+    .o_fhd_ticket_ref {
+        color: $fhd-muted;
+        font-variant-numeric: tabular-nums;
+        flex: 0 0 auto;
+    }
+
+    .o_fhd_ticket_subject {
+        flex: 1;
+        white-space: nowrap;
+        overflow: hidden;
+        text-overflow: ellipsis;
+    }
+
+    .o_fhd_ticket_stage {
+        flex: 0 0 auto;
+        font-size: 0.78rem;
+        padding: 0.1rem 0.5rem;
+        border-radius: 10px;
+        background-color: $fhd-hover;
+        border: 1px solid $fhd-border;
+        color: $fhd-muted;
+    }
+
+    // Thread
+    .o_fhd_thread_head {
+        display: flex;
+        align-items: center;
+        justify-content: space-between;
+        margin-bottom: 0.6rem;
+    }
+
+    .o_fhd_open_portal {
+        font-size: 0.85rem;
+        color: $fhd-accent;
+        text-decoration: none;
+        &:hover { text-decoration: underline; }
+    }
+
+    .o_fhd_thread {
+        display: flex;
+        flex-direction: column;
+        gap: 0.6rem;
+        max-height: 45vh;
+        overflow-y: auto;
+        padding: 0.25rem;
+    }
+
+    .o_fhd_msg {
+        border: 1px solid $fhd-border;
+        border-radius: 6px;
+        padding: 0.6rem 0.75rem;
+        background-color: $fhd-bg;
+    }
+
+    .o_fhd_msg_head {
+        display: flex;
+        justify-content: space-between;
+        gap: 0.5rem;
+        margin-bottom: 0.3rem;
+        font-size: 0.82rem;
+    }
+
+    .o_fhd_msg_author { font-weight: 600; color: $fhd-text; }
+    .o_fhd_msg_date { color: $fhd-muted; font-variant-numeric: tabular-nums; }
+
+    .o_fhd_msg_body {
+        color: $fhd-text;
+        font-size: 0.9rem;
+        word-break: break-word;
+
+        p:last-child { margin-bottom: 0; }
+    }
+
+    .o_fhd_msg_attach {
+        margin-top: 0.4rem;
+        font-size: 0.8rem;
+        color: $fhd-muted;
+    }
+}

fusion_helpdesk/static/src/xml/fusion_helpdesk_dialog.xml

@@ -4,105 +4,225 @@
     <t t-name="fusion_helpdesk.Dialog">
         <Dialog title="dialogTitle" size="'lg'">
             <div class="o_fhd_dialog">
-                <!-- Kind selector -->
-                <div class="o_fhd_kind_row">
-                    <button type="button"
-                            class="o_fhd_kind_chip"
-                            t-att-class="{ 'o_fhd_kind_active': state.kind === 'bug' }"
-                            t-on-click="() => this.setKind('bug')">
-                        <i class="fa fa-bug me-1"/> Report a Bug
+
+                <!-- ===== Tabs ===== -->
+                <div class="o_fhd_tabs">
+                    <button type="button" class="o_fhd_tab"
+                            t-att-class="{ 'o_fhd_tab_active': state.tab === 'new' }"
+                            t-on-click="() => this.setTab('new')">
+                        <i class="fa fa-plus-circle me-1"/> New
                     </button>
-                    <button type="button"
-                            class="o_fhd_kind_chip"
-                            t-att-class="{ 'o_fhd_kind_active': state.kind === 'feature' }"
-                            t-on-click="() => this.setKind('feature')">
-                        <i class="fa fa-lightbulb-o me-1"/> Request a Feature
+                    <button type="button" class="o_fhd_tab"
+                            t-att-class="{ 'o_fhd_tab_active': state.tab === 'list' || state.tab === 'thread' }"
+                            t-on-click="() => this.setTab('list')">
+                        <i class="fa fa-ticket me-1"/> My Tickets
                     </button>
                 </div>
 
-                <!-- Subject -->
-                <div class="o_fhd_field">
-                    <label>Subject *</label>
-                    <input type="text" class="form-control"
-                           t-att-value="state.subject"
-                           t-on-input="(ev) => state.subject = ev.target.value"
-                           t-att-placeholder="state.kind === 'bug' ? 'Short summary of what went wrong' : 'Short summary of the feature you want'"/>
-                </div>
-
-                <!-- Description -->
-                <div class="o_fhd_field">
-                    <label t-esc="state.kind === 'bug' ? 'What were you doing? What did you expect?' : 'Describe the desired behaviour and the use case'"/>
-                    <textarea class="form-control" rows="5"
-                              t-att-value="state.description"
-                              t-on-input="(ev) => state.description = ev.target.value"
-                              placeholder="Steps to reproduce, expected vs. actual, business impact…"/>
-                </div>
-
-                <!-- Error code (bug only) -->
-                <div class="o_fhd_field" t-if="state.kind === 'bug'">
-                    <label>
-                        Error code / traceback
-                        <span class="o_fhd_hint">paste any error message or stack trace</span>
-                    </label>
-                    <textarea class="form-control o_fhd_mono" rows="3"
-                              t-att-value="state.errorCode"
-                              t-on-input="(ev) => state.errorCode = ev.target.value"
-                              placeholder="e.g. TypeError: Cannot read property 'foo' of undefined …"/>
-                </div>
-
-                <!-- Attachments -->
-                <div class="o_fhd_field">
-                    <label>Attachments</label>
-                    <div class="o_fhd_actions_row">
-                        <label class="o_fhd_btn o_fhd_btn_secondary">
-                            <i class="fa fa-paperclip me-1"/> Attach files
-                            <input type="file" multiple="multiple" class="d-none"
-                                   t-on-change="onFilesPicked"/>
-                        </label>
-                        <button type="button" class="o_fhd_btn o_fhd_btn_secondary"
-                                t-on-click="onTakeScreenshot"
-                                t-att-disabled="state.capturing">
-                            <i class="fa fa-camera me-1"/>
-                            <t t-if="state.capturing">Capturing…</t>
-                            <t t-else="">Capture screenshot</t>
+                <!-- ===== NEW report ===== -->
+                <div t-if="state.tab === 'new'">
+                    <div class="o_fhd_kind_row">
+                        <button type="button" class="o_fhd_kind_chip"
+                                t-att-class="{ 'o_fhd_kind_active': state.kind === 'bug' }"
+                                t-on-click="() => this.setKind('bug')">
+                            <i class="fa fa-bug me-1"/> Report a Bug
+                        </button>
+                        <button type="button" class="o_fhd_kind_chip"
+                                t-att-class="{ 'o_fhd_kind_active': state.kind === 'feature' }"
+                                t-on-click="() => this.setKind('feature')">
+                            <i class="fa fa-lightbulb-o me-1"/> Request a Feature
                         </button>
                     </div>
-                    <div t-if="state.attachments.length" class="o_fhd_attach_list">
-                        <div t-foreach="state.attachments" t-as="att" t-key="att_index"
-                             class="o_fhd_attach_item">
-                            <i t-att-class="att.iconClass"/>
-                            <span class="o_fhd_attach_name" t-esc="att.name"/>
-                            <span class="o_fhd_attach_size" t-esc="att.sizeLabel"/>
-                            <button type="button" class="o_fhd_attach_remove"
-                                    t-on-click="() => this.removeAttachment(att_index)">×</button>
+
+                    <div class="o_fhd_field">
+                        <label>Subject *</label>
+                        <input type="text" class="form-control"
+                               t-att-value="state.subject"
+                               t-on-input="(ev) => state.subject = ev.target.value"
+                               t-att-placeholder="state.kind === 'bug' ? 'Short summary of what went wrong' : 'Short summary of the feature you want'"/>
+                    </div>
+
+                    <div class="o_fhd_field">
+                        <label>
+                            Your email
+                            <span class="o_fhd_hint">we'll reply here — edit if you'd like replies elsewhere</span>
+                        </label>
+                        <input type="email" class="form-control"
+                               t-att-value="state.replyEmail"
+                               t-on-input="(ev) => state.replyEmail = ev.target.value"
+                               placeholder="you@example.com"/>
+                    </div>
+
+                    <div class="o_fhd_field">
+                        <label t-esc="state.kind === 'bug' ? 'What were you doing? What did you expect?' : 'Describe the desired behaviour and the use case'"/>
+                        <textarea class="form-control" rows="5"
+                                  t-att-value="state.description"
+                                  t-on-input="(ev) => state.description = ev.target.value"
+                                  placeholder="Steps to reproduce, expected vs. actual, business impact…"/>
+                    </div>
+
+                    <div class="o_fhd_field" t-if="state.kind === 'bug'">
+                        <label>
+                            Error code / traceback
+                            <span class="o_fhd_hint">paste any error message or stack trace</span>
+                        </label>
+                        <textarea class="form-control o_fhd_mono" rows="3"
+                                  t-att-value="state.errorCode"
+                                  t-on-input="(ev) => state.errorCode = ev.target.value"
+                                  placeholder="e.g. TypeError: Cannot read property 'foo' of undefined …"/>
+                    </div>
+
+                    <div class="o_fhd_field">
+                        <label>Attachments</label>
+                        <div class="o_fhd_actions_row">
+                            <label class="o_fhd_btn o_fhd_btn_secondary">
+                                <i class="fa fa-paperclip me-1"/> Attach files
+                                <input type="file" multiple="multiple" class="d-none"
+                                       t-on-change="onFilesPicked"/>
+                            </label>
+                            <button type="button" class="o_fhd_btn o_fhd_btn_secondary"
+                                    t-on-click="onTakeScreenshot"
+                                    t-att-disabled="state.capturing">
+                                <i class="fa fa-camera me-1"/>
+                                <t t-if="state.capturing">Capturing…</t>
+                                <t t-else="">Capture screenshot</t>
+                            </button>
+                        </div>
+                        <div t-if="state.attachments.length" class="o_fhd_attach_list">
+                            <div t-foreach="state.attachments" t-as="att" t-key="att_index"
+                                 class="o_fhd_attach_item">
+                                <i t-att-class="att.iconClass"/>
+                                <span class="o_fhd_attach_name" t-esc="att.name"/>
+                                <span class="o_fhd_attach_size" t-esc="att.sizeLabel"/>
+                                <button type="button" class="o_fhd_attach_remove"
+                                        t-on-click="() => this.removeAttachment(att_index)">×</button>
+                            </div>
+                        </div>
+                    </div>
+
+                    <div t-if="state.error" class="alert alert-danger mt-2">
+                        <i class="fa fa-exclamation-triangle me-1"/> <t t-esc="state.error"/>
+                    </div>
+                    <div t-if="state.success" class="alert alert-success mt-2">
+                        <i class="fa fa-check-circle me-1"/>
+                        Thanks — ticket
+                        <a t-att-href="state.ticketUrl" target="_blank">#<t t-esc="state.ticketId"/></a>
+                        created<t t-if="state.attached"> with <t t-esc="state.attached"/> attachment(s)</t>.
+                        You'll get replies by email, and can follow up under <b>My Tickets</b>.
+                    </div>
+                    <div t-if="state.success and state.failed" class="alert alert-warning mt-2">
+                        <i class="fa fa-exclamation-triangle me-1"/>
+                        <t t-esc="state.failed"/> attachment(s) could not be uploaded.
+                        Open the ticket from <b>My Tickets</b> and add them there.
+                    </div>
+                </div>
+
+                <!-- ===== LIST ===== -->
+                <div t-if="state.tab === 'list'">
+                    <div t-if="state.isAdmin" class="o_fhd_scope_row">
+                        <button type="button" class="o_fhd_kind_chip"
+                                t-att-class="{ 'o_fhd_kind_active': state.scope === 'mine' }"
+                                t-on-click="() => this.setScope('mine')">Mine</button>
+                        <button type="button" class="o_fhd_kind_chip"
+                                t-att-class="{ 'o_fhd_kind_active': state.scope === 'all' }"
+                                t-on-click="() => this.setScope('all')">All (deployment)</button>
+                    </div>
+
+                    <div t-if="state.loadingList" class="o_fhd_muted text-center p-3">
+                        <i class="fa fa-spinner fa-spin me-1"/> Loading your tickets…
+                    </div>
+                    <div t-elif="state.listError" class="alert alert-danger">
+                        <i class="fa fa-exclamation-triangle me-1"/> <t t-esc="state.listError"/>
+                    </div>
+                    <div t-elif="!state.tickets.length" class="o_fhd_muted text-center p-4">
+                        <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-foreach="state.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 class="o_fhd_ticket_stage" t-esc="t.stage"/>
                         </div>
                     </div>
                 </div>
 
-                <!-- Result feedback -->
-                <div t-if="state.error" class="alert alert-danger mt-2">
-                    <i class="fa fa-exclamation-triangle me-1"/> <t t-esc="state.error"/>
-                </div>
-                <div t-if="state.success" class="alert alert-success mt-2">
-                    <i class="fa fa-check-circle me-1"/>
-                    Thanks — ticket
-                    <a t-att-href="state.ticketUrl" target="_blank">
-                        #<t t-esc="state.ticketId"/>
-                    </a> created<t t-if="state.attached"> with <t t-esc="state.attached"/> attachment(s)</t>.
+                <!-- ===== THREAD ===== -->
+                <div t-if="state.tab === 'thread'">
+                    <div t-if="state.loadingThread" class="o_fhd_muted text-center p-3">
+                        <i class="fa fa-spinner fa-spin me-1"/> Loading…
+                    </div>
+                    <t t-elif="state.current">
+                        <div class="o_fhd_thread_head">
+                            <span class="o_fhd_ticket_stage" t-esc="state.current.stage"/>
+                            <a t-if="state.current.portal_url" class="o_fhd_open_portal"
+                               t-att-href="state.current.portal_url" target="_blank">
+                                Open full ticket <i class="fa fa-external-link"/>
+                            </a>
+                        </div>
+
+                        <div class="o_fhd_thread">
+                            <div t-if="!state.current.messages.length" class="o_fhd_muted p-2">
+                                No messages yet.
+                            </div>
+                            <div t-foreach="state.current.messages" t-as="m" t-key="m.id"
+                                 class="o_fhd_msg">
+                                <div class="o_fhd_msg_head">
+                                    <span class="o_fhd_msg_author" t-esc="m.author"/>
+                                    <span class="o_fhd_msg_date" t-esc="m.date"/>
+                                </div>
+                                <div class="o_fhd_msg_body" t-out="m.body"/>
+                                <div t-if="m.attachment_count" class="o_fhd_msg_attach">
+                                    <i class="fa fa-paperclip me-1"/>
+                                    <t t-esc="m.attachment_count"/> attachment(s) —
+                                    open the full ticket to download.
+                                </div>
+                            </div>
+                        </div>
+
+                        <div t-if="state.threadError" class="alert alert-danger mt-2">
+                            <i class="fa fa-exclamation-triangle me-1"/> <t t-esc="state.threadError"/>
+                        </div>
+
+                        <div class="o_fhd_field mt-2">
+                            <label>Your reply</label>
+                            <textarea class="form-control" rows="3"
+                                      t-att-value="state.replyBody"
+                                      t-on-input="(ev) => state.replyBody = ev.target.value"
+                                      placeholder="Add a follow-up… support will be notified."/>
+                        </div>
+                    </t>
                 </div>
             </div>
 
+            <!-- ===== Footer ===== -->
             <t t-set-slot="footer">
-                <button class="btn btn-primary"
-                        t-on-click="onSubmit"
-                        t-att-disabled="state.submitting or !state.subject.trim()">
-                    <t t-if="state.submitting"><i class="fa fa-spinner fa-spin me-1"/></t>
-                    <t t-else=""><i class="fa fa-paper-plane me-1"/></t>
-                    Submit
-                </button>
-                <button class="btn btn-secondary" t-on-click="props.close">
-                    Close
-                </button>
+                <t t-if="state.tab === 'new'">
+                    <button class="btn btn-primary" t-on-click="onSubmit"
+                            t-att-disabled="state.submitting or !state.subject.trim()">
+                        <t t-if="state.submitting"><i class="fa fa-spinner fa-spin me-1"/></t>
+                        <t t-else=""><i class="fa fa-paper-plane me-1"/></t>
+                        Submit
+                    </button>
+                    <button class="btn btn-secondary" t-on-click="props.close">Close</button>
+                </t>
+                <t t-elif="state.tab === 'thread'">
+                    <button class="btn btn-primary" t-on-click="sendReply"
+                            t-att-disabled="state.sendingReply or !state.replyBody.trim()">
+                        <t t-if="state.sendingReply"><i class="fa fa-spinner fa-spin me-1"/></t>
+                        <t t-else=""><i class="fa fa-reply me-1"/></t>
+                        Send reply
+                    </button>
+                    <button class="btn btn-secondary" t-on-click="backToList">
+                        <i class="fa fa-arrow-left me-1"/> Back
+                    </button>
+                </t>
+                <t t-else="">
+                    <button class="btn btn-secondary" t-on-click="props.close">Close</button>
+                </t>
             </t>
         </Dialog>
     </t>

fusion_helpdesk/static/src/xml/fusion_helpdesk_systray.xml

@@ -5,11 +5,14 @@
         <div class="o_fhd_systray dropdown">
             <button type="button"
                     class="o_fhd_systray_btn dropdown-toggle"
-                    title="Report a bug or request a feature"
+                    title="Report a bug, request a feature, or follow up on your tickets"
                     t-on-click="onClick">
                 <img src="/fusion_helpdesk/static/description/help_icon.png"
                      alt="Help"
                      class="o_fhd_systray_img"/>
+                <span t-if="state.unread > 0"
+                      class="o_fhd_systray_badge"
+                      t-esc="state.unread > 99 ? '99+' : state.unread"/>
             </button>
         </div>
     </t>

fusion_helpdesk/tests/__init__.py

@@ -0,0 +1,3 @@
+# -*- coding: utf-8 -*-
+from . import test_utils
+from . import test_seen

fusion_helpdesk/tests/test_seen.py

@@ -0,0 +1,27 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+"""Tests for fusion.helpdesk.ticket.seen read-tracking."""
+from odoo.tests import TransactionCase, tagged
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk')
+class TestSeen(TransactionCase):
+
+    def test_mark_seen_upserts_and_is_monotonic(self):
+        Seen = self.env['fusion.helpdesk.ticket.seen']
+        Seen._mark_seen(central_ticket_id=42, last_message_id=100)
+        Seen._mark_seen(central_ticket_id=42, last_message_id=120)
+        Seen._mark_seen(central_ticket_id=42, last_message_id=90)   # stale, ignored
+        rec = Seen.search([
+            ('user_id', '=', self.env.uid),
+            ('central_ticket_id', '=', 42),
+        ])
+        self.assertEqual(len(rec), 1, "should upsert, not duplicate")
+        self.assertEqual(rec.last_seen_message_id, 120, "monotonic — never moves back")
+
+    def test_seen_map(self):
+        Seen = self.env['fusion.helpdesk.ticket.seen']
+        Seen._mark_seen(1, 10)
+        Seen._mark_seen(2, 20)
+        self.assertEqual(Seen._seen_map([1, 2, 3]), {1: 10, 2: 20})

fusion_helpdesk/tests/test_utils.py

@@ -0,0 +1,131 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+"""Unit tests for the pure helpers in fusion_helpdesk.utils.
+
+These need no live central Odoo — they pin the identity keystone, the
+scoping security boundary, the public-message filter and the unread
+maths as plain data transformations.
+"""
+from odoo.tests import TransactionCase, tagged
+
+from odoo.addons.fusion_helpdesk.utils import (
+    build_ticket_vals,
+    build_scope_domain,
+    is_public_message,
+    compute_unread_count,
+    _norm_email,
+)
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk')
+class TestBuildTicketVals(TransactionCase):
+
+    def test_identity_fields_present(self):
+        vals = build_ticket_vals(
+            kind='bug', subject='X', body_html='<p>b</p>',
+            team_id=1, client_label='ENTECH',
+            reporter_name='John Doe', reporter_email='john@entech.com',
+            company_name='ENTECH Inc',
+        )
+        self.assertEqual(vals['partner_email'], 'john@entech.com')
+        self.assertEqual(vals['partner_name'], 'John Doe')
+        self.assertEqual(vals['x_fc_client_label'], 'ENTECH')
+        self.assertEqual(vals['partner_company_name'], 'ENTECH Inc')
+        self.assertEqual(vals['team_id'], 1)
+        self.assertIn('X', vals['name'])
+        self.assertIn('[ENTECH]', vals['name'])
+
+    def test_no_email_omits_partner_email(self):
+        vals = build_ticket_vals(
+            kind='feature', subject='Y', body_html='<p>b</p>',
+            team_id=False, client_label='', reporter_name='Jane',
+            reporter_email='', company_name='',
+        )
+        self.assertNotIn('partner_email', vals)      # never send an empty email
+        self.assertNotIn('team_id', vals)            # omit falsy team
+        self.assertNotIn('x_fc_client_label', vals)  # omit empty label
+        self.assertEqual(vals['partner_name'], 'Jane')
+        self.assertIn('Feature Request', vals['name'])
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk')
+class TestScopeDomain(TransactionCase):
+
+    def test_regular_scope_binds_email_and_label(self):
+        dom = build_scope_domain(label='ENTECH', email='john@entech.com', is_admin=False)
+        self.assertIn(('x_fc_client_label', '=', 'ENTECH'), dom)
+        self.assertIn(('partner_email', '=ilike', 'john@entech.com'), dom)
+
+    def test_admin_scope_binds_label_only(self):
+        dom = build_scope_domain(label='ENTECH', email='a@entech.com', is_admin=True)
+        self.assertIn(('x_fc_client_label', '=', 'ENTECH'), dom)
+        self.assertFalse(any(t[0] == 'partner_email' for t in dom))
+
+    def test_empty_label_never_matches_everything(self):
+        dom = build_scope_domain(label='', email='', is_admin=True)
+        # label term must be present and must NOT be an empty string
+        label_terms = [t for t in dom if t[0] == 'x_fc_client_label']
+        self.assertEqual(len(label_terms), 1)
+        self.assertNotEqual(label_terms[0][2], '')
+
+    def test_wildcard_email_cannot_widen_scope(self):
+        # IDOR guard: a self-set email of '%' must NOT become a match-all
+        # =ilike term — the wildcard has to be escaped to a literal.
+        dom = build_scope_domain(label='ENTECH', email='%', is_admin=False)
+        email_terms = [t for t in dom if t[0] == 'partner_email']
+        self.assertEqual(len(email_terms), 1)
+        self.assertEqual(email_terms[0][2], '\\%',
+                         "'%' must be escaped so ILIKE matches it literally")
+
+    def test_underscore_in_real_email_is_escaped_but_preserved(self):
+        dom = build_scope_domain(label='ENTECH', email='john_doe@x.com', is_admin=False)
+        email_terms = [t for t in dom if t[0] == 'partner_email']
+        self.assertEqual(email_terms[0][2], 'john\\_doe@x.com')
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk')
+class TestMessageFilterAndUnread(TransactionCase):
+
+    def test_internal_note_is_not_public(self):
+        self.assertFalse(is_public_message({'subtype_is_internal': True}))
+        self.assertTrue(is_public_message({'subtype_is_internal': False}))
+        self.assertTrue(is_public_message({}))  # default visible
+
+    def test_unread_count(self):
+        tickets = [
+            {'id': 1, 'last_support_msg_id': 10},   # seen 10 -> read
+            {'id': 2, 'last_support_msg_id': 5},    # seen 3  -> unread
+            {'id': 3, 'last_support_msg_id': 0},    # no support msg
+        ]
+        seen = {1: 10, 2: 3}
+        self.assertEqual(compute_unread_count(tickets, seen), 1)
+
+    def test_unread_count_unseen_ticket_counts(self):
+        tickets = [{'id': 9, 'last_support_msg_id': 4}]
+        self.assertEqual(compute_unread_count(tickets, {}), 1)
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk')
+class TestNormEmail(TransactionCase):
+
+    def test_valid_email_is_normalised_lowercase(self):
+        self.assertEqual(_norm_email('John@Entech.COM'), 'john@entech.com')
+
+    def test_first_valid_candidate_wins(self):
+        # confirmed reply email empty -> fall back to the next valid one
+        self.assertEqual(_norm_email('', 'not an email', 'jane@x.com'), 'jane@x.com')
+
+    def test_wildcard_is_rejected(self):
+        # IDOR guard: a self-set '%' must not survive as a scope key
+        self.assertEqual(_norm_email('%'), '')
+
+    def test_non_email_login_falls_through_to_empty(self):
+        self.assertEqual(_norm_email('admin', 'also-not-email', ''), '')
+
+    def test_controller_namespace_resolves_norm_email(self):
+        # Regression: _norm_email was called in controllers/main.py
+        # (submit + _identity) but never imported/defined -> NameError on
+        # every inbox endpoint. Guard that the name is resolvable there.
+        from odoo.addons.fusion_helpdesk.controllers import main
+        self.assertTrue(hasattr(main, '_norm_email'))

fusion_helpdesk/utils.py

@@ -0,0 +1,117 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+"""Pure helpers for fusion_helpdesk.
+
+No Odoo environment, no `request` — just data in, data out. Everything
+here is unit-testable in isolation, which is what lets us validate the
+identity keystone, the server-side scoping boundary, the public-message
+filter and the unread maths without a live central Odoo to talk to.
+"""
+from odoo.tools import email_normalize
+
+# Sentinel used so a missing label/email can never widen a domain to
+# "match everything". An empty string in `=`/`=ilike` would match rows
+# whose field is also empty; '__none__' will simply match nothing.
+_NO_MATCH = '__none__'
+
+
+def escape_like(value):
+    """Escape SQL LIKE/ILIKE wildcards so a user-supplied value can never
+    widen an `=ilike` match to other rows.
+
+    `res.users.email` is self-writeable and unvalidated, so without this a
+    user could set their email to ``%`` and have ``partner_email =ilike '%'``
+    match EVERY ticket in their deployment (a cross-user IDOR). Escaping the
+    backslash first, then ``%`` and ``_``, makes those characters match
+    literally. Real emails containing ``_`` (e.g. ``john_doe@x.com``) keep
+    working — the underscore is matched as a literal, which is what we want.
+    """
+    return (value or '').replace('\\', '\\\\').replace('%', '\\%').replace('_', '\\_')
+
+
+def _norm_email(*candidates):
+    """Return the first candidate that normalises to a valid email, else ''.
+
+    Used to derive the inbox scope key from a chain of fallbacks (the
+    confirmed reply email -> ``user.email`` -> ``user.login``).
+    ``email_normalize`` lowercases the address and returns a falsy value for
+    anything that is not exactly one valid email — including a self-set
+    wildcard like ``%`` — so the value fed into ``build_scope_domain`` can
+    never widen the scope. Pairs with :func:`escape_like` as defense in depth
+    against the ``partner_email =ilike`` IDOR.
+    """
+    for candidate in candidates:
+        normalized = email_normalize(candidate or '')
+        if normalized:
+            return normalized
+    return ''
+
+
+def build_ticket_vals(kind, subject, body_html, team_id, client_label,
+                      reporter_name, reporter_email, company_name):
+    """Construct the `helpdesk.ticket` create vals for a forwarded report.
+
+    The identity fields (`partner_email`, `partner_name`,
+    `partner_company_name`) drive native helpdesk find-or-create of the
+    customer partner + follower subscription on the central Odoo, and
+    `x_fc_client_label` tags the deployment for the scoped inbox.
+    """
+    kind_label = 'Bug Report' if kind == 'bug' else 'Feature Request'
+    prefix = ('[%s] ' % client_label) if client_label else ''
+    vals = {
+        'name': '%s%s: %s' % (prefix, kind_label, subject or '(untitled)'),
+        'description': body_html,
+        'partner_name': reporter_name or '',
+    }
+    if team_id:
+        vals['team_id'] = team_id
+    if reporter_email:
+        vals['partner_email'] = reporter_email
+    if company_name:
+        vals['partner_company_name'] = company_name
+    if client_label:
+        vals['x_fc_client_label'] = client_label
+    return vals
+
+
+def build_scope_domain(label, email, is_admin):
+    """Server-side ticket scope for the embedded inbox.
+
+    `x_fc_client_label` is ALWAYS bound (defense in depth) so neither a
+    regular user nor a deployment admin can ever read another
+    deployment's tickets — even though the shared bot can technically see
+    every ticket on the central Odoo. Regular users are additionally
+    bound to their own `partner_email`.
+    """
+    domain = [('x_fc_client_label', '=', label or _NO_MATCH)]
+    if not is_admin:
+        safe_email = escape_like(email)
+        domain.append(('partner_email', '=ilike', safe_email or _NO_MATCH))
+    return domain
+
+
+def is_public_message(msg):
+    """True when a message is customer-visible (not an internal note).
+
+    `msg` is a plain dict carrying a `subtype_is_internal` flag resolved
+    from the central `mail.message.subtype`. Internal notes must never be
+    shown to a client in the embedded inbox.
+    """
+    return not msg.get('subtype_is_internal', False)
+
+
+def compute_unread_count(tickets, seen_by_id):
+    """Number of tickets with a support reply the user hasn't seen.
+
+    `tickets` is a list of dicts each carrying `id` and
+    `last_support_msg_id` (id of the latest customer-visible support
+    message, 0 if none). `seen_by_id` maps central ticket id -> last
+    message id the user has seen (absent => 0 baseline).
+    """
+    count = 0
+    for ticket in tickets:
+        last = ticket.get('last_support_msg_id') or 0
+        if last and last > (seen_by_id.get(ticket['id']) or 0):
+            count += 1
+    return count