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

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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
2026-05-27 09:23:33 -04:00
parent 45ddb444a7
commit 6c15a7b1cf
24 changed files with 2314 additions and 130 deletions
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55
fusion_helpdesk_central/data/mail_template_ack.xml Normal file
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<?xml version="1.0" encoding="utf-8"?>
<!--
Copyright 2026 Nexa Systems Inc.
License OPL-1
Branded acknowledgement sent to the customer when an in-app-channel
ticket is created. Carries the portal magic link (object.get_portal_url()
embeds the access token) so the customer can track + reply without an
account. Button colours follow the company email branding, like Odoo's
own helpdesk templates.
-->
<odoo>
<data noupdate="1">
<record id="mail_template_ticket_ack" model="mail.template">
<field name="name">Helpdesk: Ticket Acknowledgement (Fusion)</field>
<field name="model_id" ref="helpdesk.model_helpdesk_ticket"/>
<field name="subject">We received your request [{{ object.ticket_ref or object.id }}]</field>
<field name="partner_to">{{ object.partner_id.id }}</field>
<field name="lang">{{ object.partner_id.lang }}</field>
<field name="auto_delete" eval="True"/>
<field name="body_html" type="html">
<div style="margin:0; padding:0; font-family:Arial, Helvetica, sans-serif; color:#21252b; font-size:14px;">
<p>Hello <t t-out="object.partner_name or 'there'"/>,</p>
<p>
Thanks for reaching out — we've received your request and our
support team will be in touch. Here are the details:
</p>
<table style="margin:12px 0; font-size:14px;">
<tr>
<td style="padding:2px 12px 2px 0; color:#6c757d;">Reference</td>
<td style="padding:2px 0;"><strong t-out="object.ticket_ref or object.id"/></td>
</tr>
<tr>
<td style="padding:2px 12px 2px 0; color:#6c757d;">Subject</td>
<td style="padding:2px 0;"><t t-out="object.name or ''"/></td>
</tr>
</table>
<p style="margin:18px 0;">
<a t-att-href="object.get_base_url() + object.get_portal_url()"
target="_blank"
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;">
View &amp; track your ticket
</a>
</p>
<p style="color:#6c757d; font-size:13px;">
You can reply directly to this email to add information, follow up
from the link above, or sign up for an account from that page to
manage all of your requests in one place.
</p>
<p style="color:#6c757d; font-size:13px;">— <t t-out="object.company_id.name or 'Support'"/></p>
</div>
</field>
</record>
</data>
</odoo>