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>
This commit is contained in:
gsinghpal
@@ -3,7 +3,7 @@
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# License OPL-1
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{
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'name': 'Fusion Helpdesk Central — Client API Keys',
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'version': '19.0.1.0.2',
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'version': '19.0.1.1.0',
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'category': 'Productivity',
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'summary': 'Admin UI on the central Odoo for issuing per-client API '
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'keys used by fusion_helpdesk client deployments.',
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@@ -28,7 +28,9 @@ Depends only on `helpdesk`. No client-side install needed.
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'data': [
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'security/ir.model.access.csv',
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'data/ir_config_parameter_data.xml',
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'data/mail_template_ack.xml',
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'views/fusion_helpdesk_client_key_views.xml',
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'views/helpdesk_ticket_views.xml',
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],
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'installable': True,
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'auto_install': False,
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55
fusion_helpdesk_central/data/mail_template_ack.xml
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55
fusion_helpdesk_central/data/mail_template_ack.xml
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@@ -0,0 +1,55 @@
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<?xml version="1.0" encoding="utf-8"?>
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<!--
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Copyright 2026 Nexa Systems Inc.
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License OPL-1
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Branded acknowledgement sent to the customer when an in-app-channel
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ticket is created. Carries the portal magic link (object.get_portal_url()
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embeds the access token) so the customer can track + reply without an
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account. Button colours follow the company email branding, like Odoo's
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own helpdesk templates.
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-->
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<odoo>
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<data noupdate="1">
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<record id="mail_template_ticket_ack" model="mail.template">
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<field name="name">Helpdesk: Ticket Acknowledgement (Fusion)</field>
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<field name="model_id" ref="helpdesk.model_helpdesk_ticket"/>
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<field name="subject">We received your request [{{ object.ticket_ref or object.id }}]</field>
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<field name="partner_to">{{ object.partner_id.id }}</field>
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<field name="lang">{{ object.partner_id.lang }}</field>
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<field name="auto_delete" eval="True"/>
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<field name="body_html" type="html">
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<div style="margin:0; padding:0; font-family:Arial, Helvetica, sans-serif; color:#21252b; font-size:14px;">
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<p>Hello <t t-out="object.partner_name or 'there'"/>,</p>
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<p>
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Thanks for reaching out — we've received your request and our
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support team will be in touch. Here are the details:
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</p>
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<table style="margin:12px 0; font-size:14px;">
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<tr>
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<td style="padding:2px 12px 2px 0; color:#6c757d;">Reference</td>
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<td style="padding:2px 0;"><strong t-out="object.ticket_ref or object.id"/></td>
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</tr>
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<tr>
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<td style="padding:2px 12px 2px 0; color:#6c757d;">Subject</td>
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<td style="padding:2px 0;"><t t-out="object.name or ''"/></td>
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</tr>
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</table>
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<p style="margin:18px 0;">
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<a t-att-href="object.get_base_url() + object.get_portal_url()"
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target="_blank"
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t-attf-style="background-color: {{ object.company_id.email_secondary_color or '#2c89e9' }}; padding:10px 18px; text-decoration:none; color: {{ object.company_id.email_primary_color or '#ffffff' }}; border-radius:5px; font-size:14px; display:inline-block;">
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View & track your ticket
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</a>
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</p>
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<p style="color:#6c757d; font-size:13px;">
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You can reply directly to this email to add information, follow up
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from the link above, or sign up for an account from that page to
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manage all of your requests in one place.
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</p>
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<p style="color:#6c757d; font-size:13px;">— <t t-out="object.company_id.name or 'Support'"/></p>
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</div>
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</field>
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</record>
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</data>
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</odoo>
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@@ -1,2 +1,3 @@
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# -*- coding: utf-8 -*-
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from . import fusion_helpdesk_client_key
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from . import helpdesk_ticket
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57
fusion_helpdesk_central/models/helpdesk_ticket.py
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57
fusion_helpdesk_central/models/helpdesk_ticket.py
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@@ -0,0 +1,57 @@
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# -*- coding: utf-8 -*-
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# Copyright 2026 Nexa Systems Inc.
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# License OPL-1
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"""Central-side helpdesk.ticket extensions for the customer follow-up flow.
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Adds the `x_fc_client_label` deployment tag (set by the in-app reporter so
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the embedded inbox can scope per client) and sends a branded acknowledgement
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email — carrying the portal magic link — when an in-app ticket is created.
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"""
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import logging
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from odoo import api, fields, models
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_logger = logging.getLogger(__name__)
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class HelpdeskTicket(models.Model):
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_inherit = 'helpdesk.ticket'
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x_fc_client_label = fields.Char(
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string='Client Deployment', index=True, copy=False,
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help='Deployment tag (e.g. ENTECH) set by the fusion_helpdesk in-app '
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'reporter. Scopes the embedded "My Tickets" inbox per client and '
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'lets support filter tickets by originating deployment.',
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)
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@api.model_create_multi
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def create(self, vals_list):
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tickets = super().create(vals_list)
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tickets._fc_send_ack_email()
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return tickets
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def _fc_send_ack_email(self):
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"""Send the branded acknowledgement (with magic link) to the customer.
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Only fires for in-app-channel tickets (those tagged with a client
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label) that have a customer email — external web-form submissions
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rely on the native website confirmation, so this won't double-send.
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The whole thing is best-effort: a template/mail failure must never
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block ticket creation, so we log and move on.
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"""
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template = self.env.ref(
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'fusion_helpdesk_central.mail_template_ticket_ack',
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raise_if_not_found=False,
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)
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if not template:
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return
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for ticket in self:
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if not (ticket.x_fc_client_label and ticket.partner_email):
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continue
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try:
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template.send_mail(ticket.id, force_send=False)
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except Exception: # noqa: BLE001 — ack must never block create
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_logger.exception(
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'fusion_helpdesk_central: acknowledgement email failed '
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'for ticket %s (%s)', ticket.id, ticket.x_fc_client_label,
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)
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2
fusion_helpdesk_central/tests/__init__.py
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2
fusion_helpdesk_central/tests/__init__.py
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@@ -0,0 +1,2 @@
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# -*- coding: utf-8 -*-
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from . import test_identity
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68
fusion_helpdesk_central/tests/test_identity.py
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68
fusion_helpdesk_central/tests/test_identity.py
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@@ -0,0 +1,68 @@
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# -*- coding: utf-8 -*-
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# Copyright 2026 Nexa Systems Inc.
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# License OPL-1
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"""Identity-keystone tests for the central helpdesk extensions.
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Runs on an Enterprise environment (helpdesk installed) — e.g. odoo-nexa or
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odoo-trial. Validates that passing partner_email resolves the customer +
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follower (native), that the client label is stored, and that the branded
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acknowledgement only fires for in-app-channel tickets.
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"""
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from odoo.tests import TransactionCase, tagged
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@tagged('post_install', '-at_install', 'fusion_helpdesk_central')
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class TestTicketIdentity(TransactionCase):
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@classmethod
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def setUpClass(cls):
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super().setUpClass()
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cls.team = cls.env['helpdesk.team'].search([], limit=1)
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def _ack_mails(self, ticket):
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return self.env['mail.mail'].search([
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('model', '=', 'helpdesk.ticket'),
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('res_id', '=', ticket.id),
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]).filtered(lambda m: 'received your request' in (m.subject or ''))
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def test_partner_resolution_follower_and_label(self):
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ticket = self.env['helpdesk.ticket'].create({
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'name': 'Keystone test',
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'team_id': self.team.id,
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'partner_email': 'keystone.newperson@example.com',
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'partner_name': 'Key Stone',
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'x_fc_client_label': 'ENTECH',
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})
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self.assertEqual(ticket.x_fc_client_label, 'ENTECH')
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self.assertTrue(
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ticket.partner_id,
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"native create() should find-or-create a partner from partner_email")
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self.assertEqual(ticket.partner_id.email, 'keystone.newperson@example.com')
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self.assertIn(
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ticket.partner_id, ticket.message_partner_ids,
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"the customer must be subscribed as a follower")
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def test_ack_email_for_inapp_ticket(self):
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ticket = self.env['helpdesk.ticket'].create({
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'name': 'Ack test',
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'team_id': self.team.id,
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'partner_email': 'ack.person@example.com',
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'partner_name': 'Ack Person',
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'x_fc_client_label': 'ENTECH',
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})
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self.assertTrue(
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self._ack_mails(ticket),
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"an in-app ticket with a customer email should get our ack email")
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def test_no_ack_without_client_label(self):
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# Simulates an external web-form ticket — no client label, so our
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# acknowledgement must NOT fire (avoids double-acknowledgement).
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ticket = self.env['helpdesk.ticket'].create({
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'name': 'External web ticket',
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'team_id': self.team.id,
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'partner_email': 'external.web@example.com',
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'partner_name': 'External Web',
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})
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self.assertFalse(
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self._ack_mails(ticket),
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"no client label => our acknowledgement should not send")
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34
fusion_helpdesk_central/views/helpdesk_ticket_views.xml
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34
fusion_helpdesk_central/views/helpdesk_ticket_views.xml
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@@ -0,0 +1,34 @@
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<?xml version="1.0" encoding="utf-8"?>
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<!--
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Copyright 2026 Nexa Systems Inc.
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License OPL-1
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Surface the client-deployment tag in the agent backend so support can
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see + filter tickets by the deployment they came from.
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-->
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<odoo>
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<record id="fhc_ticket_list_label" model="ir.ui.view">
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<field name="name">fhc.helpdesk.ticket.list.client_label</field>
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<field name="model">helpdesk.ticket</field>
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<field name="inherit_id" ref="helpdesk.helpdesk_tickets_view_tree"/>
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<field name="arch" type="xml">
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<xpath expr="//list" position="inside">
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<field name="x_fc_client_label" optional="show"/>
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</xpath>
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</field>
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</record>
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<record id="fhc_ticket_search_label" model="ir.ui.view">
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<field name="name">fhc.helpdesk.ticket.search.client_label</field>
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<field name="model">helpdesk.ticket</field>
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<field name="inherit_id" ref="helpdesk.helpdesk_tickets_view_search"/>
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<field name="arch" type="xml">
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<xpath expr="//search" position="inside">
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<field name="x_fc_client_label"/>
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<filter string="Client Deployment" name="group_client_label"
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context="{'group_by': 'x_fc_client_label'}"/>
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</xpath>
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</field>
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</record>
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</odoo>
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