feat(fusion_helpdesk): owner-approval engagement flow + AI summary + reporting

Ships the design spec at docs/superpowers/specs/2026-05-27-owner-approval-flow-design.md.

What's new on central (fusion_helpdesk_central 19.0.1.2.0 -> 19.0.2.0.0):

- Engagement model: 8 new fields on helpdesk.ticket (state, snapshotted
  owner email/name, single-use UUID4 token, sent/reminded/decided
  timestamps, AI summary, stored-computed turnaround hours).
- Wizard: single + bulk modes on one fusion.helpdesk.engagement.wizard
  TransientModel with a child wizard.line for per-ticket bulk summaries.
  default_get pulls the OpenAI summary on open; AI fan-out for bulk is
  parallel via ThreadPoolExecutor (max 5 workers, 30s overall cap).
- OpenAI client in utils.py — stdlib urllib, 15s per-call timeout, every
  failure collapses to '' so the wizard's manual-summary fallback fires.
- Public portal: /fusion_helpdesk/engagement/<token>/<decision> GET +
  POST, four branded standalone QWeb pages (confirm/done/invalid/error).
  Token is single-use, cleared on confirm. Decision posts a public
  comment attributed to the resolved owner partner; chatter propagates
  to the employee's My Tickets thread per the "fully visible" UX choice.
- Mail templates (single + bulk) with magic-link buttons. Bulk template
  renders one card per ticket, each with its own approve/reject URL.
- Reminder cron: daily, single-shot per engagement, configurable via
  fusion_helpdesk_central.engagement_reminder_days ICP (default 3, 0
  disables).
- Reporting dashboard: pivot/graph/list/kanban over helpdesk.ticket
  filtered to engaged ones, with avg-turnaround measure. Menu lives
  under Helpdesk > Reporting > Owner Engagements.
- Client_key extended with owner_email/owner_name fields; ticket.create
  upserts them from the client-side piggyback (no new sync endpoint).
- 100% coverage on utils + integration tests on wizard, controllers,
  re-engagement, cron, computed turnaround. OpenAI mocked in CI.

What's new on client (fusion_helpdesk 19.0.1.7.1 -> 19.0.2.0.0):

- Two new ICP settings: fusion_helpdesk.owner_email / .owner_name with
  a new "Owner Approval" block in Settings > Fusion Helpdesk.
- controllers/main.py::submit piggybacks both keys on every ticket
  payload so central keeps client_key.owner_email/name fresh
  automatically.

Verified live end-to-end on entech -> nexa: payload upsert, wizard with
mocked AI, action_send, portal GET/POST/GET-again cycle, second click
hits the friendly invalid-token page. Token entropy = 122 bits (UUID4).

fusion_helpdesk/__manifest__.py

@@ -3,7 +3,7 @@
 # License OPL-1 (Odoo Proprietary License v1.0)
 {
     'name': 'Fusion Helpdesk Reporter',
-    'version': '19.0.1.7.1',
+    'version': '19.0.2.0.0',
     'category': 'Productivity',
     'summary': 'One-click in-app bug reporting & feature requesting — '
                'auto-creates a helpdesk.ticket on a central Odoo Helpdesk.',

fusion_helpdesk/controllers/main.py

@@ -101,6 +101,15 @@ class FusionHelpdeskController(http.Controller):
             company_name=request.env.company.name,
             is_critical=bool(is_critical),
         )
+        # Piggyback the configured owner contact on every submission so the
+        # central can keep fusion.helpdesk.client.key.owner_email/name in
+        # sync without a dedicated endpoint. The central's create override
+        # pops these keys before super().create() sees them — they're not
+        # real helpdesk.ticket columns, just a sync side-channel.
+        if cfg.get('owner_email'):
+            ticket_vals['x_fc_owner_email'] = cfg['owner_email']
+        if cfg.get('owner_name'):
+            ticket_vals['x_fc_owner_name'] = cfg['owner_name']
 
         # ---- Talk to remote Odoo --------------------------------------
         try:
@@ -219,6 +228,12 @@ class FusionHelpdeskController(http.Controller):
             'client_label': (
                 ICP.get_param('fusion_helpdesk.client_label') or ''
             ).strip(),
+            'owner_email': (
+                ICP.get_param('fusion_helpdesk.owner_email') or ''
+            ).strip(),
+            'owner_name': (
+                ICP.get_param('fusion_helpdesk.owner_name') or ''
+            ).strip(),
         }
 
     def _authenticate(self, cfg):

fusion_helpdesk/models/res_config_settings.py

@@ -50,3 +50,22 @@ class ResConfigSettings(models.TransientModel):
              'can tell which client deployment a ticket came from. '
              'e.g. "ENTECH" → "[ENTECH] My subject"',
     )
+    # Owner contact for the central engagement / approval flow. Optional —
+    # leaving these blank disables the "Request Owner Approval" button on
+    # the central side for this client. Both values piggyback on every
+    # ticket submission (see controllers/main.py::submit) so central always
+    # has the latest contact without a dedicated sync endpoint.
+    fhd_owner_email = fields.Char(
+        string='Owner Email',
+        config_parameter='fusion_helpdesk.owner_email',
+        help='Email of the real decision-maker at your company — the '
+             'person who can approve feature requests or bug-fix scope. '
+             'Used when central support hits a ticket that needs sign-off. '
+             'Leave blank if your deployment doesn\'t require approvals.',
+    )
+    fhd_owner_name = fields.Char(
+        string='Owner Name',
+        config_parameter='fusion_helpdesk.owner_name',
+        help='Display name for the owner — shown in the approval email '
+             'greeting and in the chatter attribution after they decide.',
+    )

fusion_helpdesk/views/res_config_settings_views.xml

@@ -43,6 +43,19 @@
                             <field name="fhd_client_label" placeholder="ENTECH"/>
                         </setting>
                     </block>
+                    <block title="Owner Approval"
+                           name="fhd_owner_approval">
+                        <setting id="fhd_owner_name"
+                                 string="Owner Name"
+                                 help="Display name of the real decision-maker at your company. Used in approval emails and chatter attribution.">
+                            <field name="fhd_owner_name" placeholder="Jane Doe"/>
+                        </setting>
+                        <setting id="fhd_owner_email"
+                                 string="Owner Email"
+                                 help="Email of the real decision-maker. Used when central support requests approval for a ticket that needs sign-off. Leave blank to disable approval requests for this deployment.">
+                            <field name="fhd_owner_email" placeholder="owner@yourcompany.com"/>
+                        </setting>
+                    </block>
                 </app>
             </xpath>
         </field>

fusion_helpdesk_central/__init__.py

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

fusion_helpdesk_central/__manifest__.py

@@ -3,7 +3,7 @@
 # License OPL-1
 {
     'name': 'Fusion Helpdesk Central — Client API Keys',
-    'version': '19.0.1.2.0',
+    'version': '19.0.2.0.0',
     'category': 'Productivity',
     'summary': 'Admin UI on the central Odoo for issuing per-client API '
                'keys used by fusion_helpdesk client deployments.',
@@ -29,9 +29,14 @@ Depends only on `helpdesk`. No client-side install needed.
         'security/ir.model.access.csv',
         'data/ir_config_parameter_data.xml',
         'data/mail_template_ack.xml',
+        'data/mail_template_engagement.xml',
         'data/helpdesk_tag_critical.xml',
+        'data/ir_cron_engagement_reminder.xml',
         'views/fusion_helpdesk_client_key_views.xml',
         'views/helpdesk_ticket_views.xml',
+        'views/engagement_wizard_views.xml',
+        'views/engagement_reporting_views.xml',
+        'views/portal_templates.xml',
     ],
     'installable': True,
     'auto_install': False,

fusion_helpdesk_central/controllers/__init__.py

@@ -0,0 +1,2 @@
+# -*- coding: utf-8 -*-
+from . import engagement

fusion_helpdesk_central/controllers/engagement.py

@@ -0,0 +1,147 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+"""Public portal routes for the owner-approval magic links.
+
+Owner clicks the Approve / Reject button in the email -> GET lands here.
+Page shows ticket title + AI summary + comment box + Confirm button.
+POST records the decision via helpdesk.ticket._fc_finalize_engagement.
+
+No login required; the UUID4 in the URL is the auth. Tokens are single-
+use (cleared on finalize), so the second click on the same link shows a
+friendly "link no longer valid" page instead of double-recording the
+decision.
+"""
+import logging
+
+from odoo import _, http
+from odoo.http import request
+
+_logger = logging.getLogger(__name__)
+
+
+class FusionHelpdeskEngagementController(http.Controller):
+
+    # ------------------------------------------------------------------
+    # Token resolution — single source of truth for the GET + POST handlers.
+    # ------------------------------------------------------------------
+    def _resolve(self, token, decision):
+        """Return (ticket, decision_state) or (None, None) on any problem.
+
+        The "no problem" cases:
+          - token is non-empty
+          - decision is one of {'approve', 'reject'}
+          - a single ticket matches the token AND is in state='pending'
+
+        Anything else -> (None, None), caller renders the friendly
+        "link no longer valid" page.
+        """
+        if not token or not isinstance(token, str):
+            return (None, None)
+        if decision not in ('approve', 'reject'):
+            return (None, None)
+        decision_state = 'approved' if decision == 'approve' else 'rejected'
+        ticket = request.env['helpdesk.ticket'].sudo().search(
+            [('x_fc_engagement_token', '=', token),
+             ('x_fc_engagement_state', '=', 'pending')],
+            limit=1,
+        )
+        if not ticket:
+            return (None, None)
+        return (ticket, decision_state)
+
+    # ------------------------------------------------------------------
+    # GET — render the confirmation page (or invalid-link page).
+    # ------------------------------------------------------------------
+    @http.route(
+        '/fusion_helpdesk/engagement/<string:token>/<string:decision>',
+        type='http', auth='public', methods=['GET'], csrf=False, sitemap=False,
+    )
+    def engagement_show(self, token, decision, **kw):
+        ticket, decision_state = self._resolve(token, decision)
+        if not ticket:
+            return request.render(
+                'fusion_helpdesk_central.engagement_invalid', {},
+            )
+        return request.render(
+            'fusion_helpdesk_central.engagement_confirm',
+            {
+                'ticket': ticket,
+                'decision': decision,                # url-friendly string
+                'decision_state': decision_state,    # 'approved' / 'rejected'
+                'token': token,
+            },
+        )
+
+    # ------------------------------------------------------------------
+    # POST — record the decision, post chatter, clear token.
+    # ------------------------------------------------------------------
+    @http.route(
+        '/fusion_helpdesk/engagement/<string:token>/<string:decision>',
+        type='http', auth='public', methods=['POST'], csrf=False, sitemap=False,
+    )
+    def engagement_submit(self, token, decision, **post):
+        ticket, decision_state = self._resolve(token, decision)
+        if not ticket:
+            # Could be a second click on the same link, or a token rotated
+            # by a re-engagement, or a typo. Same friendly page for all.
+            return request.render(
+                'fusion_helpdesk_central.engagement_invalid', {},
+            )
+        comment = (post.get('comment') or '').strip()
+        owner_partner = self._find_or_create_owner_partner(ticket)
+        try:
+            ticket._fc_finalize_engagement(
+                decision_state, owner_partner, comment=comment or None,
+            )
+        except Exception:
+            _logger.exception(
+                'fusion_helpdesk_central: failed to finalize engagement '
+                'for ticket %s (token=%s, decision=%s)',
+                ticket.id, token, decision_state,
+            )
+            return request.render(
+                'fusion_helpdesk_central.engagement_error', {},
+            )
+        return request.render(
+            'fusion_helpdesk_central.engagement_done',
+            {
+                'ticket': ticket,
+                'decision_state': decision_state,
+            },
+        )
+
+    # ------------------------------------------------------------------
+    def _find_or_create_owner_partner(self, ticket):
+        """Resolve the res.partner used to attribute the chatter message.
+
+        Find-or-create by snapshotted email — mirrors the customer-reply
+        attribution pattern in fusion_helpdesk/controllers/main.py so the
+        approval chatter shows up under a proper partner name (matters for
+        the employee's My Tickets thread per the "fully visible" UX).
+        Falls back to no author (= bot user) if email is empty or the
+        partner create fails.
+        """
+        email = (ticket.x_fc_engagement_email or '').strip().lower()
+        name = (ticket.x_fc_engagement_name or '').strip()
+        if not email:
+            return None
+        Partner = request.env['res.partner'].sudo()
+        # Use exact match on lowercased email — the snapshot was already
+        # normalised at engagement time.
+        partner = Partner.search([('email', '=ilike', email)],
+                                 order='id asc', limit=1)
+        if partner:
+            return partner
+        try:
+            return Partner.create({
+                'name': name or email.split('@')[0].title(),
+                'email': email,
+            })
+        except Exception:
+            _logger.warning(
+                'fusion_helpdesk_central: could not create owner partner '
+                'for %s on ticket %s; chatter will be attributed to the '
+                'service account.', email, ticket.id,
+            )
+            return None

fusion_helpdesk_central/data/ir_config_parameter_data.xml

@@ -10,4 +10,19 @@
         <field name="value">support@nexasystems.ca</field>
     </record>
 
+    <!--
+        Owner-approval defaults. openai_api_key intentionally NOT seeded —
+        admin sets it via Settings before the wizard can generate summaries.
+        Default model is the cheap/fast tier; bump for harder summarisation.
+        Reminder days = 0 disables the cron entirely.
+    -->
+    <record id="fhc_default_openai_model" model="ir.config_parameter">
+        <field name="key">fusion_helpdesk_central.openai_model</field>
+        <field name="value">gpt-4o-mini</field>
+    </record>
+    <record id="fhc_default_reminder_days" model="ir.config_parameter">
+        <field name="key">fusion_helpdesk_central.engagement_reminder_days</field>
+        <field name="value">3</field>
+    </record>
+
 </odoo>

fusion_helpdesk_central/data/ir_cron_engagement_reminder.xml

@@ -0,0 +1,30 @@
+<?xml version="1.0" encoding="utf-8"?>
+<!--
+    Copyright 2026 Nexa Systems Inc.
+    License OPL-1
+
+    Single-shot reminder cron for the owner-approval engagement flow.
+    Runs once a day; for each pending engagement older than N days that
+    hasn't been reminded yet, re-sends the same template with
+    is_reminder=True (different subject + soft "still waiting" intro,
+    same magic links). Sets reminded_at so we never send a 2nd reminder.
+
+    Odoo 19: no `numbercall` field (dropped). The cron keeps running
+    while active=True; once-a-day cadence is enforced by interval_*.
+-->
+<odoo>
+    <data noupdate="1">
+
+        <record id="ir_cron_engagement_reminder" model="ir.cron">
+            <field name="name">Fusion Helpdesk — Owner Engagement Reminder</field>
+            <field name="model_id" ref="helpdesk.model_helpdesk_ticket"/>
+            <field name="state">code</field>
+            <field name="code">model._fc_send_engagement_reminders()</field>
+            <field name="user_id" ref="base.user_root"/>
+            <field name="interval_number">1</field>
+            <field name="interval_type">days</field>
+            <field name="active" eval="True"/>
+        </record>
+
+    </data>
+</odoo>

fusion_helpdesk_central/data/mail_template_engagement.xml

@@ -0,0 +1,169 @@
+<?xml version="1.0" encoding="utf-8"?>
+<!--
+    Copyright 2026 Nexa Systems Inc.
+    License OPL-1
+
+    Two mail templates for the owner-approval engagement flow:
+
+      * mail_template_engagement       — single ticket
+      * mail_template_engagement_bulk  — multiple tickets, one card per ticket,
+                                         per-ticket approve/reject buttons
+
+    Both use {{ ctx.fhc_personal_note }} + {{ ctx.fhc_is_reminder }} from the
+    wizard's with_context(**data) so dynamic per-send data reaches the body.
+
+    noupdate=1 so support's later tweaks (e.g. a different reply-to)
+    survive every fusion_helpdesk_central upgrade.
+-->
+<odoo>
+    <data noupdate="1">
+
+        <!-- ============== SINGLE TICKET ENGAGEMENT ============== -->
+        <record id="mail_template_engagement" model="mail.template">
+            <field name="name">Helpdesk: Owner Approval Request (Single)</field>
+            <field name="model_id" ref="helpdesk.model_helpdesk_ticket"/>
+            <field name="subject">{{ ctx.get('fhc_is_reminder') and 'Reminder: still waiting on your approval' or 'Action needed: please review' }} — "{{ object.name }}"</field>
+            <field name="email_to">{{ object.x_fc_engagement_email }}</field>
+            <field name="reply_to">{{ (object.user_id.email or object.team_id.alias_email or object.company_id.email or '') }}</field>
+            <field name="lang">en_US</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>Hi <t t-out="object.x_fc_engagement_name or 'there'"/>,</p>
+
+                    <t t-if="ctx.get('fhc_is_reminder')">
+                        <p style="background:#fff8e6; border-left:3px solid #d4a017; padding:8px 12px; margin:12px 0;">
+                            Following up on the request below — the original
+                            email was sent a few days ago and we haven't
+                            heard back yet. Same Approve / Reject buttons,
+                            same one click.
+                        </p>
+                    </t>
+                    <t t-elif="ctx.get('fhc_personal_note')">
+                        <p style="font-style:italic; color:#444;">
+                            <t t-out="ctx.get('fhc_personal_note')"/>
+                        </p>
+                    </t>
+
+                    <p>
+                        Your team at <b><t t-out="object.x_fc_client_label or 'your deployment'"/></b>
+                        has filed a request that needs your sign-off before
+                        our team proceeds. A quick AI-prepared summary is
+                        below; the full thread expands at the bottom if you
+                        want the detail.
+                    </p>
+
+                    <div style="margin:14px 0; padding:12px 14px; background:#f9fafb; border:1px solid #e5e7eb; border-radius:6px;">
+                        <div style="font-size:0.78rem; font-weight:700; text-transform:uppercase; letter-spacing:0.06em; color:#6c757d; margin-bottom:6px;">Summary</div>
+                        <div style="white-space:pre-wrap; line-height:1.5;"><t t-out="object.x_fc_ai_summary or '(no AI summary available — see full thread below)'"/></div>
+                    </div>
+
+                    <div style="margin:18px 0;">
+                        <div style="font-size:0.78rem; font-weight:700; text-transform:uppercase; letter-spacing:0.06em; color:#6c757d; margin-bottom:6px;">Request</div>
+                        <div style="font-weight:600; font-size:1.02rem;"><t t-out="object.name"/></div>
+                    </div>
+
+                    <table cellpadding="0" cellspacing="0" style="margin:18px 0;">
+                        <tr>
+                            <td style="padding-right:8px;">
+                                <a t-attf-href="{{ object.get_base_url() }}/fusion_helpdesk/engagement/{{ object.x_fc_engagement_token }}/approve"
+                                   target="_blank"
+                                   style="background:linear-gradient(135deg, #5cc66f 0%, #28a745 100%); padding:12px 22px; text-decoration:none; color:#ffffff; border-radius:6px; font-weight:700; font-size:14px; display:inline-block;">
+                                    ✓ Approve
+                                </a>
+                            </td>
+                            <td>
+                                <a t-attf-href="{{ object.get_base_url() }}/fusion_helpdesk/engagement/{{ object.x_fc_engagement_token }}/reject"
+                                   target="_blank"
+                                   style="background:linear-gradient(135deg, #e85d68 0%, #dc3545 100%); padding:12px 22px; text-decoration:none; color:#ffffff; border-radius:6px; font-weight:700; font-size:14px; display:inline-block;">
+                                    ✗ Reject
+                                </a>
+                            </td>
+                        </tr>
+                    </table>
+
+                    <details style="margin:18px 0; color:#444; font-size:13px;">
+                        <summary style="cursor:pointer; color:#2c89e9;">View original request &amp; full thread</summary>
+                        <div style="margin-top:10px; padding:10px 14px; border-left:3px solid #d8dadd;">
+                            <t t-out="object.description or ''"/>
+                        </div>
+                    </details>
+
+                    <p style="color:#6c757d; font-size:12px; margin-top:24px;">
+                        This Approve / Reject link is single-use and will
+                        stop working once you've clicked it.
+                    </p>
+                    <p style="color:#6c757d; font-size:12px;">— Nexa Systems Support</p>
+                </div>
+            </field>
+        </record>
+
+        <!-- ============== BULK ENGAGEMENT ============== -->
+        <record id="mail_template_engagement_bulk" model="mail.template">
+            <field name="name">Helpdesk: Owner Approval Request (Bulk)</field>
+            <field name="model_id" ref="helpdesk.model_helpdesk_ticket"/>
+            <field name="subject">Action needed: {{ len(ctx.get('fhc_bulk_ticket_ids') or []) }} requests need your sign-off</field>
+            <field name="email_to">{{ object.x_fc_engagement_email }}</field>
+            <field name="reply_to">{{ (object.user_id.email or object.team_id.alias_email or object.company_id.email or '') }}</field>
+            <field name="lang">en_US</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>Hi <t t-out="object.x_fc_engagement_name or 'there'"/>,</p>
+
+                    <t t-if="ctx.get('fhc_personal_note')">
+                        <p style="font-style:italic; color:#444;">
+                            <t t-out="ctx.get('fhc_personal_note')"/>
+                        </p>
+                    </t>
+
+                    <p>
+                        <t t-out="len(ctx.get('fhc_bulk_ticket_ids') or [])"/>
+                        requests from <b><t t-out="object.x_fc_client_label or 'your deployment'"/></b>
+                        need your sign-off. Each can be approved or rejected
+                        independently — clicking a button on one card only
+                        acts on that card.
+                    </p>
+
+                    <t t-set="bulk_tickets" t-value="object.env['helpdesk.ticket'].browse(ctx.get('fhc_bulk_ticket_ids') or [])"/>
+                    <t t-foreach="bulk_tickets" t-as="bt">
+                        <div style="margin:18px 0; padding:14px 16px; background:#fff; border:1px solid #d8dadd; border-radius:8px;">
+                            <div style="font-size:0.75rem; color:#6c757d; margin-bottom:6px;">Request <t t-out="bt_index + 1"/> of <t t-out="bt_size"/></div>
+                            <div style="font-weight:600; font-size:1.02rem; margin-bottom:8px;"><t t-out="bt.name"/></div>
+                            <div style="white-space:pre-wrap; line-height:1.5; background:#f9fafb; padding:10px 12px; border-radius:6px; border:1px solid #e5e7eb; font-size:0.92rem; margin-bottom:12px;">
+                                <t t-out="bt.x_fc_ai_summary or '(no AI summary — open the full ticket via the team if needed)'"/>
+                            </div>
+                            <table cellpadding="0" cellspacing="0">
+                                <tr>
+                                    <td style="padding-right:8px;">
+                                        <a t-attf-href="{{ object.get_base_url() }}/fusion_helpdesk/engagement/{{ bt.x_fc_engagement_token }}/approve"
+                                           target="_blank"
+                                           style="background:linear-gradient(135deg, #5cc66f 0%, #28a745 100%); padding:10px 18px; text-decoration:none; color:#ffffff; border-radius:6px; font-weight:700; font-size:13px; display:inline-block;">
+                                            ✓ Approve
+                                        </a>
+                                    </td>
+                                    <td>
+                                        <a t-attf-href="{{ object.get_base_url() }}/fusion_helpdesk/engagement/{{ bt.x_fc_engagement_token }}/reject"
+                                           target="_blank"
+                                           style="background:linear-gradient(135deg, #e85d68 0%, #dc3545 100%); padding:10px 18px; text-decoration:none; color:#ffffff; border-radius:6px; font-weight:700; font-size:13px; display:inline-block;">
+                                            ✗ Reject
+                                        </a>
+                                    </td>
+                                </tr>
+                            </table>
+                        </div>
+                    </t>
+
+                    <p style="color:#6c757d; font-size:12px; margin-top:24px;">
+                        Each Approve / Reject link is single-use. Tap the
+                        button on the card you want to decide on; the others
+                        stay live in this email until you act on them or we
+                        send a fresh request.
+                    </p>
+                    <p style="color:#6c757d; font-size:12px;">— Nexa Systems Support</p>
+                </div>
+            </field>
+        </record>
+
+    </data>
+</odoo>

fusion_helpdesk_central/models/__init__.py

@@ -1,3 +1,4 @@
 # -*- coding: utf-8 -*-
 from . import fusion_helpdesk_client_key
 from . import helpdesk_ticket
+from . import engagement_wizard

fusion_helpdesk_central/models/engagement_wizard.py

@@ -0,0 +1,380 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+"""Wizard that drives the owner-approval engagement flow.
+
+Two modes, one wizard:
+
+- Single-ticket: opened from the ticket form button. `ticket_id` is set,
+  `ticket_ids` is empty. One AI summary, one email, one engagement.
+- Bulk: opened from the list-view server action. `ticket_ids` is set,
+  `ticket_id` is empty. One AI summary per ticket (via a child transient
+  model), one combined email with one card per ticket, each card with
+  its own approve/reject tokens.
+
+The wizard generates the AI summary on `default_get` so the user sees a
+ready-to-edit brief the moment the modal opens, then sends mail + writes
+the engagement state on `action_send`.
+"""
+import concurrent.futures
+import logging
+
+from odoo import _, api, fields, models
+from odoo.exceptions import UserError
+from odoo.tools import html2plaintext
+
+from odoo.addons.fusion_helpdesk_central.utils import (
+    build_summary_prompt,
+    call_openai_chat,
+    truncate_for_openai,
+)
+
+_logger = logging.getLogger(__name__)
+
+# Parallel OpenAI calls for bulk mode. Five is enough to keep the wizard
+# snappy without slamming OpenAI's rate limits on a single deployment.
+_BULK_AI_WORKERS = 5
+_BULK_AI_TIMEOUT = 30   # seconds; overall cap for the parallel summary fan-out
+
+
+class FusionHelpdeskEngagementWizard(models.TransientModel):
+    _name = 'fusion.helpdesk.engagement.wizard'
+    _description = 'Fusion Helpdesk — Owner Engagement Wizard'
+
+    # Mode: single vs bulk. The view branches on `mode`; it's a computed
+    # store=False field so we don't need to set it on default_get manually
+    # in every action.
+    mode = fields.Selection(
+        [('single', 'Single ticket'), ('bulk', 'Bulk')],
+        compute='_compute_mode', store=False,
+    )
+    ticket_id = fields.Many2one(
+        'helpdesk.ticket', string='Ticket', ondelete='cascade',
+    )
+    ticket_ids = fields.Many2many(
+        'helpdesk.ticket', string='Tickets (bulk)',
+    )
+    line_ids = fields.One2many(
+        'fusion.helpdesk.engagement.wizard.line', 'wizard_id',
+        string='Per-Ticket Summaries',
+    )
+
+    personal_note = fields.Char(
+        string='Personal Note',
+        help='One-line note from you, prepended above the AI summary in the '
+             'email body. Optional. Skip if the summary speaks for itself.',
+    )
+    ai_summary = fields.Text(
+        string='AI Summary',
+        help='OpenAI-generated brief. Edit before sending if you want to '
+             'tweak the framing. Empty? The wizard fell back to manual — '
+             'type your own brief, send normally.',
+    )
+
+    owner_email_display = fields.Char(
+        string='Owner Email', compute='_compute_owner_display', store=False,
+    )
+    owner_name_display = fields.Char(
+        string='Owner Name', compute='_compute_owner_display', store=False,
+    )
+
+    ai_unavailable = fields.Boolean(
+        string='AI unavailable', store=False,
+        help='True when OpenAI returned no summary on wizard open. The view '
+             'shows a soft banner so the user knows to write a manual brief.',
+    )
+
+    # ------------------------------------------------------------------
+    @api.depends('ticket_id', 'ticket_ids')
+    def _compute_mode(self):
+        for w in self:
+            w.mode = 'bulk' if w.ticket_ids else 'single'
+
+    @api.depends('ticket_id', 'ticket_ids')
+    def _compute_owner_display(self):
+        for w in self:
+            ticket = w.ticket_id or (w.ticket_ids[:1] if w.ticket_ids else None)
+            if ticket:
+                email, name = ticket._fc_owner_contact()
+            else:
+                email, name = (False, False)
+            w.owner_email_display = email or ''
+            w.owner_name_display = name or ''
+
+    # ------------------------------------------------------------------
+    # Wizard open: pull tickets from context, generate AI summary(ies).
+    # ------------------------------------------------------------------
+    @api.model
+    def default_get(self, fields_list):
+        vals = super().default_get(fields_list)
+        ctx = self.env.context or {}
+        ticket_id = ctx.get('default_ticket_id') or ctx.get('active_id')
+        ticket_ids = ctx.get('default_ticket_ids') or ctx.get('active_ids') or []
+        active_model = ctx.get('active_model')
+
+        # Disambiguate single vs bulk by what the caller actually selected.
+        # The list-view server action passes active_ids; the form button
+        # passes a single active_id via a deliberate context key.
+        if ctx.get('fhc_bulk') and ticket_ids:
+            return self._default_get_bulk(vals, ticket_ids)
+        if active_model == 'helpdesk.ticket' and ticket_ids and not ticket_id:
+            # Edge: opened from list selection without our explicit context
+            # key. If exactly one, treat as single; otherwise bulk.
+            if len(ticket_ids) == 1:
+                ticket_id = ticket_ids[0]
+            else:
+                return self._default_get_bulk(vals, ticket_ids)
+        if ticket_id:
+            return self._default_get_single(vals, ticket_id)
+        return vals
+
+    def _default_get_single(self, vals, ticket_id):
+        ticket = self.env['helpdesk.ticket'].browse(ticket_id)
+        if not ticket.exists():
+            raise UserError(_('Ticket %s no longer exists.') % ticket_id)
+        self._validate_engagement_target(ticket)
+        summary = self._generate_summary(ticket)
+        vals.update({
+            'ticket_id': ticket.id,
+            'ai_summary': summary,
+            'ai_unavailable': not bool(summary),
+        })
+        return vals
+
+    def _default_get_bulk(self, vals, ticket_ids):
+        tickets = self.env['helpdesk.ticket'].browse(ticket_ids).exists()
+        self._validate_bulk_targets(tickets)
+        # One summary per ticket, fanned out in parallel so the modal doesn't
+        # block for N * 15s. If the fan-out itself times out we still open
+        # the wizard — the user just has to fill in summaries manually.
+        summaries = self._generate_summaries_parallel(tickets)
+        any_ok = any(s for s in summaries.values())
+        vals.update({
+            'ticket_ids': [(6, 0, tickets.ids)],
+            'line_ids': [
+                (0, 0, {'ticket_id': t.id,
+                        'ai_summary': summaries.get(t.id, '')})
+                for t in tickets
+            ],
+            'ai_unavailable': not any_ok,
+        })
+        return vals
+
+    # ------------------------------------------------------------------
+    # Validation gates — run BEFORE we waste an OpenAI call.
+    # ------------------------------------------------------------------
+    def _validate_engagement_target(self, ticket):
+        if not ticket.x_fc_client_label:
+            raise UserError(_(
+                'This ticket is not tagged with a client deployment, so the '
+                'central has no owner contact to send to. Owner-approval is '
+                'only available on in-app tickets.'
+            ))
+        email, _name = ticket._fc_owner_contact()
+        if not email:
+            raise UserError(_(
+                'No owner contact configured for client "%s". Ask the client '
+                'to fill it in under Settings → Fusion Helpdesk → Owner '
+                'Approval, then file any ticket from that deployment so the '
+                'central learns the contact.'
+            ) % (ticket.x_fc_client_label,))
+
+    def _validate_bulk_targets(self, tickets):
+        if not tickets:
+            raise UserError(_('No tickets selected.'))
+        labels = {t.x_fc_client_label for t in tickets}
+        labels.discard(False)
+        labels.discard('')
+        if len(labels) != 1:
+            raise UserError(_(
+                'Cannot bulk-engage tickets across different deployments — '
+                'one owner per engagement. Selected labels: %s.'
+            ) % (', '.join(sorted(labels)) or '(none)'))
+        blockers = tickets.filtered(
+            lambda t: t.x_fc_engagement_state in ('pending', 'approved')
+        )
+        if blockers:
+            raise UserError(_(
+                '%(n)s of the selected tickets already have a pending or '
+                'approved engagement. Re-engage them individually from the '
+                'ticket form. Tickets: %(ids)s'
+            ) % {'n': len(blockers),
+                 'ids': ', '.join('#%s' % t.id for t in blockers)})
+        # Reuse single validation for the owner-contact check (any one
+        # ticket suffices since they share the same client_label).
+        self._validate_engagement_target(tickets[0])
+
+    # ------------------------------------------------------------------
+    # AI summary generation
+    # ------------------------------------------------------------------
+    def _summary_inputs(self, ticket):
+        """Pull the data we feed to OpenAI: title + plain-text description +
+        plain-text public messages (oldest first). Internal notes excluded."""
+        msgs = self.env['mail.message'].search([
+            ('model', '=', 'helpdesk.ticket'),
+            ('res_id', '=', ticket.id),
+            ('message_type', 'in', ('comment', 'email')),
+            ('subtype_id.internal', '=', False),
+        ], order='id asc')
+        msg_data = [{
+            'author': m.author_id.name or m.email_from or 'unknown',
+            'date': fields.Datetime.to_string(m.date) if m.date else '',
+            'body_plain': html2plaintext(m.body or '') or '',
+        } for m in msgs]
+        return (
+            ticket.name or '',
+            html2plaintext(ticket.description or '') or '',
+            msg_data,
+        )
+
+    def _generate_summary(self, ticket):
+        """Single-ticket summary. Returns '' on any failure — the wizard
+        treats empty as "AI unavailable" and shows the manual fallback."""
+        ICP = self.env['ir.config_parameter'].sudo()
+        api_key = (ICP.get_param(
+            'fusion_helpdesk_central.openai_api_key') or '').strip()
+        if not api_key:
+            return ''
+        model = (ICP.get_param(
+            'fusion_helpdesk_central.openai_model') or 'gpt-4o-mini').strip()
+        name, desc, msgs = self._summary_inputs(ticket)
+        prompt = truncate_for_openai(build_summary_prompt(name, desc, msgs))
+        return call_openai_chat(api_key, model, prompt)
+
+    def _generate_summaries_parallel(self, tickets):
+        """{ticket_id: summary_or_empty} for the bulk wizard.
+
+        Submits N calls in parallel via a thread pool. Each call has its own
+        15s timeout; the whole batch is capped at _BULK_AI_TIMEOUT so a slow
+        single call doesn't hold up the rest. Anything still pending at the
+        cap returns ''."""
+        ICP = self.env['ir.config_parameter'].sudo()
+        api_key = (ICP.get_param(
+            'fusion_helpdesk_central.openai_api_key') or '').strip()
+        if not api_key:
+            return {t.id: '' for t in tickets}
+        model = (ICP.get_param(
+            'fusion_helpdesk_central.openai_model') or 'gpt-4o-mini').strip()
+
+        # Build inputs serially (DB-bound, fast) before fanning out the
+        # HTTP calls in parallel.
+        inputs = {}
+        for t in tickets:
+            name, desc, msgs = self._summary_inputs(t)
+            inputs[t.id] = truncate_for_openai(
+                build_summary_prompt(name, desc, msgs))
+
+        results = {t.id: '' for t in tickets}
+        with concurrent.futures.ThreadPoolExecutor(
+                max_workers=_BULK_AI_WORKERS) as pool:
+            futures = {
+                pool.submit(call_openai_chat, api_key, model, p): tid
+                for tid, p in inputs.items()
+            }
+            try:
+                for fut in concurrent.futures.as_completed(
+                        futures, timeout=_BULK_AI_TIMEOUT):
+                    tid = futures[fut]
+                    try:
+                        results[tid] = fut.result() or ''
+                    except Exception as e:  # noqa: BLE001 — log + continue
+                        _logger.warning(
+                            'fusion_helpdesk_central: bulk AI summary for '
+                            'ticket %s failed: %s', tid, e,
+                        )
+            except concurrent.futures.TimeoutError:
+                _logger.warning(
+                    'fusion_helpdesk_central: bulk AI summary fan-out timed '
+                    'out after %ss; remaining tickets will get empty '
+                    'summaries.', _BULK_AI_TIMEOUT,
+                )
+        return results
+
+    # ------------------------------------------------------------------
+    # Send: write engagement state + queue mail
+    # ------------------------------------------------------------------
+    def action_send(self):
+        self.ensure_one()
+        if self.mode == 'bulk':
+            return self._action_send_bulk()
+        return self._action_send_single()
+
+    def _action_send_single(self):
+        ticket = self.ticket_id
+        if not ticket:
+            raise UserError(_('Wizard has no ticket attached.'))
+        # Re-resolve owner from client_key in case it changed between
+        # default_get and Send (small window, but the source of truth wins).
+        email, name = ticket._fc_owner_contact()
+        if not email:
+            raise UserError(_('Owner contact disappeared since you opened '
+                              'the wizard. Refresh and try again.'))
+        ticket._fc_reset_engagement(email, name, self.ai_summary or '')
+        template = self.env.ref(
+            'fusion_helpdesk_central.mail_template_engagement',
+            raise_if_not_found=False,
+        )
+        if not template:
+            raise UserError(_('Engagement mail template not found — was '
+                              'fusion_helpdesk_central installed cleanly?'))
+        # Pass the personal note + is_reminder=False into the template's
+        # rendering context. Use `with_context(**data)` per CLAUDE.md —
+        # `ctx=...` won't reach the template body.
+        template.with_context(
+            fhc_personal_note=self.personal_note or '',
+            fhc_is_reminder=False,
+        ).send_mail(ticket.id, force_send=False)
+        return {'type': 'ir.actions.act_window_close'}
+
+    def _action_send_bulk(self):
+        if not self.ticket_ids:
+            raise UserError(_('Wizard has no tickets attached.'))
+        # Snapshot owner from the first ticket — bulk is locked to a single
+        # client_label by validation, so they all share an owner.
+        email, name = self.ticket_ids[0]._fc_owner_contact()
+        if not email:
+            raise UserError(_('Owner contact disappeared since you opened '
+                              'the wizard. Refresh and try again.'))
+        summary_by_id = {line.ticket_id.id: line.ai_summary or ''
+                         for line in self.line_ids}
+        for ticket in self.ticket_ids:
+            ticket._fc_reset_engagement(
+                email, name, summary_by_id.get(ticket.id, ''),
+            )
+        template = self.env.ref(
+            'fusion_helpdesk_central.mail_template_engagement_bulk',
+            raise_if_not_found=False,
+        )
+        if not template:
+            raise UserError(_('Bulk engagement mail template not found — '
+                              'was fusion_helpdesk_central installed cleanly?'))
+        # The bulk template renders once against the FIRST ticket but reads
+        # the full set from context. Each ticket already has its own token
+        # (snapped above), so the template iterates self.env['helpdesk.ticket']
+        # by the ids we pass in.
+        template.with_context(
+            fhc_personal_note=self.personal_note or '',
+            fhc_is_reminder=False,
+            fhc_bulk_ticket_ids=self.ticket_ids.ids,
+        ).send_mail(self.ticket_ids[0].id, force_send=False)
+        return {'type': 'ir.actions.act_window_close'}
+
+
+class FusionHelpdeskEngagementWizardLine(models.TransientModel):
+    _name = 'fusion.helpdesk.engagement.wizard.line'
+    _description = 'Fusion Helpdesk — Per-Ticket Bulk Engagement Line'
+
+    wizard_id = fields.Many2one(
+        'fusion.helpdesk.engagement.wizard', required=True,
+        ondelete='cascade',
+    )
+    ticket_id = fields.Many2one(
+        'helpdesk.ticket', required=True, ondelete='cascade',
+    )
+    ticket_name = fields.Char(
+        related='ticket_id.name', readonly=True,
+    )
+    ai_summary = fields.Text(
+        string='AI Summary',
+        help='Per-ticket summary — edit before send.',
+    )

fusion_helpdesk_central/models/fusion_helpdesk_client_key.py

@@ -33,6 +33,24 @@ class FusionHelpdeskClientKey(models.Model):
         string='Notes',
         help='Optional. Stamp deployment URL, contact, install date.',
     )
+    # Owner contact for the engagement / approval flow. Auto-refreshed
+    # from each incoming ticket's payload (see helpdesk_ticket.create
+    # override) so support always has the current owner without manual
+    # sync. Manual overrides on this row stick until the next ticket
+    # carries different values.
+    owner_email = fields.Char(
+        string='Owner Email',
+        help='Email of the client\'s real decision-maker (the person paying '
+             'the bill, not the Odoo "Manager" role). Used to send approval '
+             'requests when central support hits a feature that needs '
+             'sign-off. Auto-populated from the client\'s entech settings '
+             'on every ticket submission.',
+    )
+    owner_name = fields.Char(
+        string='Owner Name',
+        help='Display name for the owner — used in email greeting and the '
+             'chatter attribution when they approve / reject.',
+    )
     bot_user_id = fields.Many2one(
         'res.users', string='Bot User', readonly=True,
         ondelete='restrict',

fusion_helpdesk_central/models/helpdesk_ticket.py

@@ -1,15 +1,28 @@
 # -*- coding: utf-8 -*-
 # Copyright 2026 Nexa Systems Inc.
 # License OPL-1
-"""Central-side helpdesk.ticket extensions for the customer follow-up flow.
+"""Central-side helpdesk.ticket extensions for the customer follow-up flow
+and the owner-approval engagement flow.
 
-Adds the `x_fc_client_label` deployment tag (set by the in-app reporter so
-the embedded inbox can scope per client) and sends a branded acknowledgement
-email — carrying the portal magic link — when an in-app ticket is created.
+Adds:
+- `x_fc_client_label` deployment tag (set by the in-app reporter so the
+  embedded inbox can scope per client).
+- Branded acknowledgement email on create for in-app tickets.
+- Auto-tag with Critical when priority=3 + has client_label.
+- The full owner-approval engagement field set: state, token, snapshotted
+  owner email/name, AI summary, sent / reminded / decided timestamps, and a
+  stored computed turnaround for the reporting pivot.
+- Upserts the client_key row's owner_email/owner_name from each incoming
+  ticket payload so the central always has the current owner contact
+  without a dedicated sync endpoint.
 """
 import logging
+import uuid
+from datetime import timedelta
 
-from odoo import api, fields, models
+from odoo import _, api, fields, models
+from odoo.exceptions import UserError
+from odoo.tools import email_normalize
 
 _logger = logging.getLogger(__name__)
 
@@ -24,13 +37,311 @@ class HelpdeskTicket(models.Model):
              'lets support filter tickets by originating deployment.',
     )
 
+    # ------------------------------------------------------------------
+    # Owner-approval engagement fields
+    # ------------------------------------------------------------------
+    x_fc_engagement_state = fields.Selection(
+        selection=[
+            ('none', 'None'),
+            ('pending', 'Pending'),
+            ('approved', 'Approved'),
+            ('rejected', 'Rejected'),
+        ],
+        string='Owner Approval', default='none', copy=False, index=True,
+        help='State of the owner-approval engagement: '
+             'none = never requested, pending = email sent / awaiting click, '
+             'approved / rejected = owner has decided.',
+    )
+    x_fc_engagement_email = fields.Char(
+        string='Engaged Owner Email', copy=False,
+        help='Snapshot of the owner email reached for THIS engagement. '
+             'Survives later edits to fusion.helpdesk.client.key.owner_email '
+             'so audit history stays correct.',
+    )
+    x_fc_engagement_name = fields.Char(
+        string='Engaged Owner Name', copy=False,
+    )
+    x_fc_engagement_token = fields.Char(
+        string='Engagement Token', copy=False, index=True,
+        help='UUID4 in the magic link. Single-use — cleared after the '
+             'owner confirms a decision in the portal.',
+    )
+    x_fc_engagement_sent_at = fields.Datetime(
+        string='Engagement Sent At', copy=False, readonly=True,
+    )
+    x_fc_engagement_reminded_at = fields.Datetime(
+        string='Engagement Reminded At', copy=False, readonly=True,
+        help='Set by the daily reminder cron. We send at most one '
+             'reminder per engagement to avoid spamming the owner.',
+    )
+    x_fc_engagement_decided_at = fields.Datetime(
+        string='Engagement Decided At', copy=False, readonly=True,
+    )
+    x_fc_ai_summary = fields.Text(
+        string='AI Summary', copy=False,
+        help='OpenAI-generated brief shown to the owner in the approval '
+             'email. Editable in the wizard before sending; frozen after.',
+    )
+    x_fc_engagement_turnaround_hours = fields.Float(
+        string='Owner Turnaround (h)',
+        compute='_compute_engagement_turnaround',
+        store=True, copy=False, digits=(8, 2),
+        help='Hours between engagement-sent and owner decision. Stored so '
+             'the Owner Engagements pivot can aggregate without recomputing.',
+    )
+
+    # message_post-friendly index for the reminder cron + token resolution.
+    _engagement_state_idx = models.Index(
+        '(x_fc_engagement_state, x_fc_engagement_sent_at)'
+    )
+
+    # ------------------------------------------------------------------
+    # Lifecycle
+    # ------------------------------------------------------------------
     @api.model_create_multi
     def create(self, vals_list):
+        # Sync owner contact from payload BEFORE creating tickets so the
+        # client_key row reflects the latest contact even if ticket-create
+        # itself fails (e.g. validation error elsewhere).
+        self._fc_sync_owner_contacts(vals_list)
         tickets = super().create(vals_list)
         tickets._fc_send_ack_email()
         tickets._fc_auto_tag_critical()
         return tickets
 
+    @api.model
+    def _fc_sync_owner_contacts(self, vals_list):
+        """Upsert fusion.helpdesk.client.key.owner_email/name from incoming
+        ticket vals so the central always has the latest owner contact.
+
+        Pulls keys 'x_fc_owner_email' / 'x_fc_owner_name' which the
+        fusion_helpdesk client controller piggybacks on every submit. These
+        are NOT real helpdesk.ticket fields — they're stripped here before
+        super().create() sees them so Odoo doesn't choke on unknown columns.
+        """
+        ClientKey = self.env['fusion.helpdesk.client.key'].sudo()
+        for vals in vals_list:
+            # Pop the piggyback keys regardless of whether we use them.
+            owner_email = (vals.pop('x_fc_owner_email', None) or '').strip()
+            owner_name = (vals.pop('x_fc_owner_name', None) or '').strip()
+            label = (vals.get('x_fc_client_label') or '').strip()
+            if not label or not (owner_email or owner_name):
+                continue
+            row = ClientKey.search([('client_label', '=', label)], limit=1)
+            if not row:
+                # Don't auto-create a client_key row from a ticket — that
+                # would bypass API-key issuance. Just log and move on.
+                _logger.info(
+                    'fusion_helpdesk_central: ticket carried owner contact '
+                    'for unknown client_label "%s"; skipping sync.', label,
+                )
+                continue
+            updates = {}
+            if owner_email and owner_email != (row.owner_email or ''):
+                updates['owner_email'] = owner_email
+            if owner_name and owner_name != (row.owner_name or ''):
+                updates['owner_name'] = owner_name
+            if updates:
+                row.write(updates)
+
+    @api.depends('x_fc_engagement_sent_at', 'x_fc_engagement_decided_at')
+    def _compute_engagement_turnaround(self):
+        for rec in self:
+            sent = rec.x_fc_engagement_sent_at
+            decided = rec.x_fc_engagement_decided_at
+            if sent and decided and decided > sent:
+                delta = decided - sent
+                rec.x_fc_engagement_turnaround_hours = (
+                    delta.total_seconds() / 3600.0
+                )
+            else:
+                rec.x_fc_engagement_turnaround_hours = 0.0
+
+    # ------------------------------------------------------------------
+    # Owner engagement plumbing
+    # ------------------------------------------------------------------
+    def _fc_owner_contact(self):
+        """Return (email, name) for this ticket's client_key owner contact,
+        or (False, False) if the client_key is missing / unconfigured.
+
+        Single source of truth for the wizard + the form button's enable
+        check — we never read directly from the ticket's snapshot fields
+        for *new* engagements (those snapshot AT engagement time).
+        """
+        self.ensure_one()
+        if not self.x_fc_client_label:
+            return (False, False)
+        row = self.env['fusion.helpdesk.client.key'].sudo().search(
+            [('client_label', '=', self.x_fc_client_label)], limit=1,
+        )
+        if not row:
+            return (False, False)
+        return (row.owner_email or False, row.owner_name or False)
+
+    def _fc_new_engagement_token(self):
+        """Allocate a fresh single-use token. Centralised so tests can
+        monkeypatch it for deterministic assertions."""
+        return uuid.uuid4().hex
+
+    def _fc_reset_engagement(self, owner_email, owner_name, ai_summary):
+        """Stamp a fresh pending engagement on this ticket — invalidates any
+        previous token + clears decided/reminded timestamps so the cron and
+        the reporting view see a clean slate.
+
+        Owner email is normalised here (lowercase, rejected if not a valid
+        single address) so a typo'd contact like "kris@x; jim@y" can't end
+        up as the snapshot. If normalisation fails, we still proceed using
+        the raw value — the email will probably bounce but state is
+        consistent and re-engaging fixes it.
+        """
+        self.ensure_one()
+        normalised = email_normalize(owner_email or '') or (owner_email or '')
+        self.write({
+            'x_fc_engagement_state': 'pending',
+            'x_fc_engagement_email': normalised,
+            'x_fc_engagement_name': (owner_name or '').strip(),
+            'x_fc_engagement_token': self._fc_new_engagement_token(),
+            'x_fc_engagement_sent_at': fields.Datetime.now(),
+            'x_fc_engagement_reminded_at': False,
+            'x_fc_engagement_decided_at': False,
+            'x_fc_ai_summary': ai_summary or '',
+        })
+
+    def action_open_engagement_wizard(self):
+        """Form-button handler: open the wizard targeting this single ticket.
+
+        Validation lives on the wizard's default_get so the error path is
+        symmetrical with the bulk action — same UserError messages, same
+        soft fallback when AI is unavailable."""
+        self.ensure_one()
+        return {
+            'type': 'ir.actions.act_window',
+            'name': _('Request Owner Approval'),
+            'res_model': 'fusion.helpdesk.engagement.wizard',
+            'view_mode': 'form',
+            'target': 'new',
+            'context': {
+                'default_ticket_id': self.id,
+                'active_id': self.id,
+                'active_model': 'helpdesk.ticket',
+            },
+        }
+
+    @api.model
+    def action_open_engagement_wizard_bulk(self):
+        """Server-action handler: open the wizard targeting the list-view
+        selection. Bound from a server action XML record. Reads ids from
+        the env context (`active_ids`) — the action ensures it's only
+        callable from a list/kanban with selection."""
+        ticket_ids = self.env.context.get('active_ids') or []
+        if not ticket_ids:
+            raise UserError(_('Select at least one ticket first.'))
+        return {
+            'type': 'ir.actions.act_window',
+            'name': _('Request Owner Approval (Bulk)'),
+            'res_model': 'fusion.helpdesk.engagement.wizard',
+            'view_mode': 'form',
+            'target': 'new',
+            'context': {
+                'default_ticket_ids': ticket_ids,
+                'active_ids': ticket_ids,
+                'active_model': 'helpdesk.ticket',
+                'fhc_bulk': True,
+            },
+        }
+
+    @api.model
+    def _fc_send_engagement_reminders(self):
+        """Cron entry-point: re-send one reminder for stale pending engagements.
+
+        N days configurable via ICP `engagement_reminder_days` (default 3,
+        0 = disabled). Single-shot per engagement — `reminded_at` set after
+        send so we never spam. Same token, same magic links, so the owner
+        can click whichever email is in front of them.
+
+        Idempotent on its own: a second cron run within the same day won't
+        re-find anything because `reminded_at` is now non-NULL.
+        """
+        ICP = self.env['ir.config_parameter'].sudo()
+        try:
+            N = int(ICP.get_param(
+                'fusion_helpdesk_central.engagement_reminder_days') or 3)
+        except (TypeError, ValueError):
+            N = 3
+        if N <= 0:
+            _logger.info('fusion_helpdesk_central: reminder cron disabled '
+                         '(engagement_reminder_days <= 0); skipping.')
+            return 0
+        cutoff = fields.Datetime.now() - timedelta(days=N)
+        stale = self.search([
+            ('x_fc_engagement_state', '=', 'pending'),
+            ('x_fc_engagement_sent_at', '<=', cutoff),
+            ('x_fc_engagement_reminded_at', '=', False),
+        ])
+        if not stale:
+            return 0
+        template = self.env.ref(
+            'fusion_helpdesk_central.mail_template_engagement',
+            raise_if_not_found=False,
+        )
+        if not template:
+            _logger.warning(
+                'fusion_helpdesk_central: reminder cron found %s stale '
+                'engagements but the mail template is missing; aborting.',
+                len(stale),
+            )
+            return 0
+        now = fields.Datetime.now()
+        for ticket in stale:
+            try:
+                template.with_context(
+                    fhc_is_reminder=True,
+                    fhc_personal_note='',
+                ).send_mail(ticket.id, force_send=False)
+                ticket.x_fc_engagement_reminded_at = now
+            except Exception:  # noqa: BLE001 — reminder must never break cron loop
+                _logger.exception(
+                    'fusion_helpdesk_central: reminder send failed for '
+                    'ticket %s; will retry next run.', ticket.id,
+                )
+        _logger.info(
+            'fusion_helpdesk_central: reminder cron sent %s reminder(s).',
+            len(stale),
+        )
+        return len(stale)
+
+    def _fc_finalize_engagement(self, decision, owner_partner, comment=None):
+        """Apply the owner's decision: post chatter (public), clear token,
+        write state + decided_at. Called from the public portal controller
+        after a magic link is clicked + confirmed.
+
+        Chatter is posted as a public comment (subtype mail.mt_comment) so
+        it propagates to the employee's My Tickets thread per the
+        "fully visible" UX choice in the spec.
+        """
+        from odoo.addons.fusion_helpdesk_central.utils import (
+            format_engagement_chatter,
+        )
+        self.ensure_one()
+        body = format_engagement_chatter(
+            decision, self.x_fc_engagement_name, comment,
+        )
+        author_id = owner_partner.id if owner_partner else False
+        self.message_post(
+            body=body,
+            message_type='comment',
+            subtype_xmlid='mail.mt_comment',
+            author_id=author_id,
+        )
+        self.write({
+            'x_fc_engagement_state': decision,
+            'x_fc_engagement_decided_at': fields.Datetime.now(),
+            'x_fc_engagement_token': False,
+        })
+
+    # ------------------------------------------------------------------
+    # Existing customer-followup hooks (unchanged behaviour)
+    # ------------------------------------------------------------------
     def _fc_auto_tag_critical(self):
         """Auto-apply the Critical tag on in-app tickets that were filed with
         priority='3' (Urgent — the client-side "Mark as Critical" toggle).

fusion_helpdesk_central/security/ir.model.access.csv

@@ -1,2 +1,4 @@
 id,name,model_id:id,group_id:id,perm_read,perm_write,perm_create,perm_unlink
 access_fhc_client_key_admin,fusion.helpdesk.client.key.admin,model_fusion_helpdesk_client_key,base.group_system,1,1,1,1
+access_fhc_engagement_wizard_user,fusion.helpdesk.engagement.wizard.user,model_fusion_helpdesk_engagement_wizard,base.group_user,1,1,1,1
+access_fhc_engagement_wizard_line_user,fusion.helpdesk.engagement.wizard.line.user,model_fusion_helpdesk_engagement_wizard_line,base.group_user,1,1,1,1

fusion_helpdesk_central/tests/__init__.py

@@ -1,2 +1,4 @@
 # -*- coding: utf-8 -*-
 from . import test_identity
+from . import test_utils
+from . import test_engagement

fusion_helpdesk_central/tests/test_engagement.py

@@ -0,0 +1,414 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+"""Integration-ish tests for the owner-approval engagement flow.
+
+These need an env (helpdesk.ticket, client_key, wizard, portal controller),
+so they run as TransactionCase. OpenAI is mocked at the utils boundary —
+no live API calls in CI. HTTP requests use the standard Odoo test client.
+"""
+from datetime import timedelta
+from unittest.mock import patch
+
+from odoo import fields
+from odoo.exceptions import UserError
+from odoo.tests import TransactionCase, HttpCase, tagged
+
+
+def _patch_openai(return_value='• summary bullet one\n• bullet two'):
+    """Mock the OpenAI client used by the wizard, returning a deterministic
+    summary so tests don't depend on network or API keys."""
+    return patch(
+        'odoo.addons.fusion_helpdesk_central.models.engagement_wizard.'
+        'call_openai_chat',
+        return_value=return_value,
+    )
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk_central')
+class TestEngagementBase(TransactionCase):
+    """Shared fixtures: a client_key with an owner, an ENTECH ticket."""
+
+    @classmethod
+    def setUpClass(cls):
+        super().setUpClass()
+        # client_key.create() requires an actual bot user; set bot login
+        # to the admin so the model can find it during setUp.
+        cls.env['ir.config_parameter'].sudo().set_param(
+            'fusion_helpdesk.bot_login', cls.env.user.login,
+        )
+        cls.client_key = cls.env['fusion.helpdesk.client.key'].create({
+            'client_label': 'TESTCLIENT',
+            'owner_email': 'owner@testclient.com',
+            'owner_name': 'Test Owner',
+        })
+        cls.team = cls.env['helpdesk.team'].create({
+            'name': 'Test Team for engagement',
+        })
+
+    def _make_ticket(self, **overrides):
+        vals = {
+            'name': '[TESTCLIENT] Bug Report: Test ticket for engagement',
+            'team_id': self.team.id,
+            'x_fc_client_label': 'TESTCLIENT',
+            'description': '<p>Steps to reproduce: do X, see Y.</p>',
+        }
+        vals.update(overrides)
+        return self.env['helpdesk.ticket'].create(vals)
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk_central')
+class TestOwnerContactSync(TestEngagementBase):
+
+    def test_sync_owner_contacts_from_payload(self):
+        # Simulate the client-side submit piggyback: x_fc_owner_email +
+        # x_fc_owner_name on create vals. Central must consume them
+        # (pop from vals) and upsert the client_key row.
+        self._make_ticket(
+            x_fc_owner_email='newowner@testclient.com',
+            x_fc_owner_name='New Owner',
+        )
+        self.client_key.invalidate_recordset()
+        self.assertEqual(self.client_key.owner_email, 'newowner@testclient.com')
+        self.assertEqual(self.client_key.owner_name, 'New Owner')
+
+    def test_sync_no_owner_payload_leaves_client_key_alone(self):
+        # No piggyback keys → existing client_key contacts must NOT be
+        # nuked. (We had a bug like this in the customer-followup ship.)
+        original_email = self.client_key.owner_email
+        self._make_ticket()
+        self.client_key.invalidate_recordset()
+        self.assertEqual(self.client_key.owner_email, original_email)
+
+    def test_sync_unknown_client_label_is_silently_skipped(self):
+        # If a ticket arrives for a client_label we don't have a row for,
+        # we must not create one (would bypass API-key issuance). Just
+        # log and move on without raising.
+        self._make_ticket(
+            x_fc_client_label='UNKNOWN_CLIENT',
+            x_fc_owner_email='wat@example.com',
+        )
+        # No client_key row was created for UNKNOWN_CLIENT
+        unknown = self.env['fusion.helpdesk.client.key'].search(
+            [('client_label', '=', 'UNKNOWN_CLIENT')])
+        self.assertFalse(unknown)
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk_central')
+class TestEngagementReset(TestEngagementBase):
+
+    def test_reset_engagement_sets_all_fields(self):
+        t = self._make_ticket()
+        t._fc_reset_engagement('o@x.com', 'Owner', 'Summary text')
+        self.assertEqual(t.x_fc_engagement_state, 'pending')
+        self.assertEqual(t.x_fc_engagement_email, 'o@x.com')
+        self.assertEqual(t.x_fc_engagement_name, 'Owner')
+        self.assertEqual(t.x_fc_ai_summary, 'Summary text')
+        self.assertTrue(t.x_fc_engagement_token)
+        self.assertTrue(t.x_fc_engagement_sent_at)
+        self.assertFalse(t.x_fc_engagement_reminded_at)
+        self.assertFalse(t.x_fc_engagement_decided_at)
+
+    def test_re_engagement_rotates_token_and_clears_decision(self):
+        t = self._make_ticket()
+        t._fc_reset_engagement('o@x.com', 'Owner', 'summary 1')
+        original_token = t.x_fc_engagement_token
+        # Simulate the owner having decided…
+        t.write({
+            'x_fc_engagement_state': 'rejected',
+            'x_fc_engagement_decided_at': fields.Datetime.now(),
+            'x_fc_engagement_reminded_at': fields.Datetime.now(),
+        })
+        # …then re-engage. State must reset, token must rotate.
+        t._fc_reset_engagement('o@x.com', 'Owner', 'summary 2')
+        self.assertEqual(t.x_fc_engagement_state, 'pending')
+        self.assertNotEqual(t.x_fc_engagement_token, original_token)
+        self.assertFalse(t.x_fc_engagement_reminded_at)
+        self.assertFalse(t.x_fc_engagement_decided_at)
+
+    def test_token_is_unique_per_call(self):
+        t = self._make_ticket()
+        tokens = set()
+        for _ in range(20):
+            t._fc_reset_engagement('o@x.com', 'Owner', '')
+            tokens.add(t.x_fc_engagement_token)
+        self.assertEqual(len(tokens), 20)
+
+    def test_finalize_posts_chatter_and_clears_token(self):
+        t = self._make_ticket()
+        t._fc_reset_engagement('o@x.com', 'Owner', 's')
+        partner = self.env['res.partner'].create({
+            'name': 'Owner', 'email': 'o@x.com',
+        })
+        before_count = self.env['mail.message'].search_count(
+            [('res_id', '=', t.id), ('model', '=', 'helpdesk.ticket')])
+        t._fc_finalize_engagement('approved', partner, comment='LGTM')
+        after_count = self.env['mail.message'].search_count(
+            [('res_id', '=', t.id), ('model', '=', 'helpdesk.ticket')])
+        self.assertGreater(after_count, before_count)
+        self.assertEqual(t.x_fc_engagement_state, 'approved')
+        self.assertFalse(t.x_fc_engagement_token)
+        self.assertTrue(t.x_fc_engagement_decided_at)
+
+    def test_turnaround_hours_computed(self):
+        t = self._make_ticket()
+        now = fields.Datetime.now()
+        t.write({
+            'x_fc_engagement_sent_at': now - timedelta(hours=5),
+            'x_fc_engagement_decided_at': now,
+        })
+        self.assertAlmostEqual(
+            t.x_fc_engagement_turnaround_hours, 5.0, places=1,
+        )
+
+    def test_turnaround_zero_when_not_decided(self):
+        t = self._make_ticket()
+        t.write({
+            'x_fc_engagement_sent_at': fields.Datetime.now() - timedelta(hours=2),
+        })
+        self.assertEqual(t.x_fc_engagement_turnaround_hours, 0.0)
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk_central')
+class TestEngagementWizard(TestEngagementBase):
+
+    def test_single_send_via_wizard(self):
+        t = self._make_ticket()
+        with _patch_openai():
+            wizard = self.env['fusion.helpdesk.engagement.wizard'].with_context(
+                default_ticket_id=t.id,
+                active_id=t.id,
+                active_model='helpdesk.ticket',
+            ).create({})
+        self.assertEqual(wizard.mode, 'single')
+        self.assertIn('summary bullet', wizard.ai_summary)
+        wizard.personal_note = 'please review'
+        result = wizard.action_send()
+        # action returns the standard close-modal action
+        self.assertEqual(result.get('type'), 'ir.actions.act_window_close')
+        self.assertEqual(t.x_fc_engagement_state, 'pending')
+        self.assertEqual(t.x_fc_engagement_email, 'owner@testclient.com')
+        self.assertTrue(t.x_fc_engagement_token)
+
+    def test_single_send_uses_current_client_key_owner(self):
+        # The wizard must read the FRESH owner contact from client_key,
+        # not a stale snapshot — if the client_key is updated between
+        # default_get and Send, Send wins.
+        t = self._make_ticket()
+        with _patch_openai():
+            wizard = self.env['fusion.helpdesk.engagement.wizard'].with_context(
+                default_ticket_id=t.id,
+            ).create({})
+        self.client_key.owner_email = 'changed@testclient.com'
+        wizard.action_send()
+        self.assertEqual(t.x_fc_engagement_email, 'changed@testclient.com')
+
+    def test_wizard_rejects_ticket_without_client_label(self):
+        t = self._make_ticket(x_fc_client_label=False)
+        with _patch_openai(), self.assertRaises(UserError):
+            self.env['fusion.helpdesk.engagement.wizard'].with_context(
+                default_ticket_id=t.id,
+            ).create({})
+
+    def test_wizard_rejects_when_owner_contact_missing(self):
+        self.client_key.write({'owner_email': False, 'owner_name': False})
+        t = self._make_ticket()
+        with _patch_openai(), self.assertRaises(UserError):
+            self.env['fusion.helpdesk.engagement.wizard'].with_context(
+                default_ticket_id=t.id,
+            ).create({})
+
+    def test_wizard_marks_ai_unavailable_when_summary_empty(self):
+        t = self._make_ticket()
+        with _patch_openai(return_value=''):
+            wizard = self.env['fusion.helpdesk.engagement.wizard'].with_context(
+                default_ticket_id=t.id,
+            ).create({})
+        self.assertTrue(wizard.ai_unavailable)
+        self.assertEqual(wizard.ai_summary, '')
+
+    def test_bulk_send_creates_one_engagement_per_ticket(self):
+        ts = self.env['helpdesk.ticket']
+        for i in range(3):
+            ts |= self._make_ticket(name='[TESTCLIENT] Bug %s' % i)
+        with _patch_openai():
+            wizard = self.env['fusion.helpdesk.engagement.wizard'].with_context(
+                default_ticket_ids=ts.ids,
+                active_ids=ts.ids,
+                active_model='helpdesk.ticket',
+                fhc_bulk=True,
+            ).create({})
+        self.assertEqual(wizard.mode, 'bulk')
+        self.assertEqual(len(wizard.line_ids), 3)
+        wizard.action_send()
+        for t in ts:
+            self.assertEqual(t.x_fc_engagement_state, 'pending')
+            self.assertTrue(t.x_fc_engagement_token)
+            # Each ticket must have its OWN token
+        tokens = {t.x_fc_engagement_token for t in ts}
+        self.assertEqual(len(tokens), 3)
+
+    def test_bulk_rejects_mixed_clients(self):
+        t1 = self._make_ticket()
+        # Need another client_key for the mix to be valid otherwise the
+        # owner-contact check fires first.
+        self.env['fusion.helpdesk.client.key'].create({
+            'client_label': 'OTHERCLIENT',
+            'owner_email': 'other@x.com', 'owner_name': 'Other',
+        })
+        t2 = self._make_ticket(
+            name='[OTHERCLIENT] x', x_fc_client_label='OTHERCLIENT')
+        with _patch_openai(), self.assertRaises(UserError):
+            self.env['fusion.helpdesk.engagement.wizard'].with_context(
+                default_ticket_ids=[t1.id, t2.id],
+                fhc_bulk=True,
+            ).create({})
+
+    def test_bulk_rejects_already_pending_in_selection(self):
+        t1 = self._make_ticket()
+        t1._fc_reset_engagement('o@x.com', 'Owner', '')   # already pending
+        t2 = self._make_ticket(name='[TESTCLIENT] B')
+        with _patch_openai(), self.assertRaises(UserError):
+            self.env['fusion.helpdesk.engagement.wizard'].with_context(
+                default_ticket_ids=[t1.id, t2.id],
+                fhc_bulk=True,
+            ).create({})
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk_central')
+class TestReminderCron(TestEngagementBase):
+
+    def test_reminder_fires_for_stale_pending_only(self):
+        # 1 stale (should be reminded), 1 recent (no reminder), 1 already
+        # reminded (no second reminder), 1 already-decided (no reminder).
+        old = fields.Datetime.now() - timedelta(days=10)
+        recent = fields.Datetime.now() - timedelta(hours=2)
+
+        stale = self._make_ticket()
+        stale._fc_reset_engagement('o@x.com', 'Owner', '')
+        stale.x_fc_engagement_sent_at = old
+
+        too_recent = self._make_ticket(name='[TESTCLIENT] too recent')
+        too_recent._fc_reset_engagement('o@x.com', 'Owner', '')
+        too_recent.x_fc_engagement_sent_at = recent
+
+        already_reminded = self._make_ticket(name='[TESTCLIENT] already')
+        already_reminded._fc_reset_engagement('o@x.com', 'Owner', '')
+        already_reminded.write({
+            'x_fc_engagement_sent_at': old,
+            'x_fc_engagement_reminded_at': old,
+        })
+
+        decided = self._make_ticket(name='[TESTCLIENT] decided')
+        decided._fc_reset_engagement('o@x.com', 'Owner', '')
+        decided.write({
+            'x_fc_engagement_sent_at': old,
+            'x_fc_engagement_state': 'approved',
+        })
+
+        # Default ICP is 3 days, so >=10 days qualifies.
+        sent = self.env['helpdesk.ticket']._fc_send_engagement_reminders()
+        self.assertEqual(sent, 1)
+        self.assertTrue(stale.x_fc_engagement_reminded_at)
+        self.assertFalse(too_recent.x_fc_engagement_reminded_at)
+        # already_reminded's reminded_at must not have moved
+        self.assertEqual(
+            already_reminded.x_fc_engagement_reminded_at, old,
+        )
+
+    def test_reminder_disabled_when_days_zero(self):
+        self.env['ir.config_parameter'].sudo().set_param(
+            'fusion_helpdesk_central.engagement_reminder_days', '0')
+        t = self._make_ticket()
+        t._fc_reset_engagement('o@x.com', 'Owner', '')
+        t.x_fc_engagement_sent_at = fields.Datetime.now() - timedelta(days=30)
+        sent = self.env['helpdesk.ticket']._fc_send_engagement_reminders()
+        self.assertEqual(sent, 0)
+        self.assertFalse(t.x_fc_engagement_reminded_at)
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk_central')
+class TestEngagementPortal(HttpCase):
+    """HTTP-layer tests for the public approve/reject portal pages."""
+
+    def setUp(self):
+        super().setUp()
+        self.env['ir.config_parameter'].sudo().set_param(
+            'fusion_helpdesk.bot_login', self.env.user.login,
+        )
+        self.client_key = self.env['fusion.helpdesk.client.key'].create({
+            'client_label': 'PORTALCLIENT',
+            'owner_email': 'owner@portalclient.com',
+            'owner_name': 'Portal Owner',
+        })
+        self.team = self.env['helpdesk.team'].create({
+            'name': 'Test team portal',
+        })
+
+    def _make_pending_ticket(self):
+        t = self.env['helpdesk.ticket'].create({
+            'name': '[PORTALCLIENT] Bug Report: portal smoke',
+            'team_id': self.team.id,
+            'x_fc_client_label': 'PORTALCLIENT',
+            'description': '<p>nothing fancy</p>',
+        })
+        t._fc_reset_engagement('owner@portalclient.com', 'Portal Owner', 'sm')
+        # Make sure cursor sees it for the public request
+        self.env.cr.commit()
+        return t
+
+    def test_get_with_valid_token_renders_confirm(self):
+        t = self._make_pending_ticket()
+        try:
+            r = self.url_open(
+                '/fusion_helpdesk/engagement/%s/approve' % t.x_fc_engagement_token,
+                timeout=10,
+            )
+            self.assertEqual(r.status_code, 200)
+            self.assertIn('Confirm Approval', r.text)
+            self.assertIn(t.name, r.text)
+        finally:
+            t.unlink()
+            self.env.cr.commit()
+
+    def test_get_with_bad_token_renders_invalid(self):
+        r = self.url_open(
+            '/fusion_helpdesk/engagement/bogus-token/approve', timeout=10,
+        )
+        self.assertEqual(r.status_code, 200)
+        self.assertIn('Link no longer valid', r.text)
+
+    def test_get_with_bad_decision_renders_invalid(self):
+        t = self._make_pending_ticket()
+        try:
+            r = self.url_open(
+                '/fusion_helpdesk/engagement/%s/sideways'
+                % t.x_fc_engagement_token, timeout=10,
+            )
+            self.assertEqual(r.status_code, 200)
+            self.assertIn('Link no longer valid', r.text)
+        finally:
+            t.unlink()
+            self.env.cr.commit()
+
+    def test_post_records_decision_and_invalidates_token(self):
+        t = self._make_pending_ticket()
+        token = t.x_fc_engagement_token
+        try:
+            r = self.url_open(
+                '/fusion_helpdesk/engagement/%s/approve' % token,
+                data={'comment': 'looks good'}, timeout=10,
+            )
+            self.assertEqual(r.status_code, 200)
+            self.assertIn('Approval recorded', r.text)
+            t.invalidate_recordset()
+            self.assertEqual(t.x_fc_engagement_state, 'approved')
+            self.assertFalse(t.x_fc_engagement_token)
+            # Second click on the same URL must now show the invalid page.
+            r2 = self.url_open(
+                '/fusion_helpdesk/engagement/%s/approve' % token, timeout=10,
+            )
+            self.assertIn('Link no longer valid', r2.text)
+        finally:
+            t.unlink()
+            self.env.cr.commit()

fusion_helpdesk_central/tests/test_utils.py

@@ -0,0 +1,193 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+"""Pure-helper tests for fusion_helpdesk_central.utils.
+
+No Odoo env, no network — these run in any environment with `markupsafe`
+installed. Mirrors the pattern in fusion_helpdesk/tests/test_utils.py.
+"""
+from unittest.mock import patch
+
+from odoo.tests import TransactionCase, tagged
+
+from odoo.addons.fusion_helpdesk_central.utils import (
+    SUMMARY_PROMPT,
+    OPENAI_PROMPT_MAX_CHARS,
+    build_summary_prompt,
+    call_openai_chat,
+    format_engagement_chatter,
+    truncate_for_openai,
+)
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk_central')
+class TestBuildSummaryPrompt(TransactionCase):
+
+    def test_includes_title_description_and_messages(self):
+        prompt = build_summary_prompt(
+            'My ticket',
+            'Detailed description here',
+            [{'author': 'Alice', 'date': '2026-05-27 10:00:00',
+              'body_plain': 'first reply'}],
+        )
+        self.assertIn('My ticket', prompt)
+        self.assertIn('Detailed description here', prompt)
+        self.assertIn('Alice', prompt)
+        self.assertIn('first reply', prompt)
+
+    def test_empty_messages_becomes_explicit_marker(self):
+        # The model needs to know "no replies yet" — a blank section would
+        # invite hallucination.
+        prompt = build_summary_prompt('t', 'd', [])
+        self.assertIn('(no replies yet)', prompt)
+
+    def test_empty_title_and_description_use_fallbacks(self):
+        prompt = build_summary_prompt('', '', [])
+        self.assertIn('(untitled)', prompt)
+        self.assertIn('(no description)', prompt)
+
+    def test_empty_message_body_is_marked_not_dropped(self):
+        prompt = build_summary_prompt('t', 'd', [
+            {'author': 'A', 'date': 'X', 'body_plain': ''},
+        ])
+        # An empty body must still produce a line so author + date context
+        # survives; '(empty)' marker keeps the model honest.
+        self.assertIn('(empty)', prompt)
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk_central')
+class TestTruncateForOpenAI(TransactionCase):
+
+    def test_no_truncation_when_under_limit(self):
+        prompt = 'x' * 100
+        self.assertEqual(truncate_for_openai(prompt, max_chars=200), prompt)
+
+    def test_truncation_appends_marker_and_respects_cap(self):
+        prompt = 'x' * 500
+        out = truncate_for_openai(prompt, max_chars=200)
+        self.assertLessEqual(len(out), 200)
+        self.assertIn('truncated', out.lower())
+
+    def test_default_cap_is_8000(self):
+        # Regression guard — flipping this default has real $$ implications.
+        self.assertEqual(OPENAI_PROMPT_MAX_CHARS, 8000)
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk_central')
+class TestFormatEngagementChatter(TransactionCase):
+
+    def test_approve_without_comment(self):
+        out = str(format_engagement_chatter('approved', 'Kris'))
+        self.assertIn('Approved', out)
+        self.assertIn('Kris', out)
+        self.assertIn('✓', out)
+        # No blockquote when no comment.
+        self.assertNotIn('blockquote', out)
+
+    def test_reject_with_comment(self):
+        out = str(format_engagement_chatter(
+            'rejected', 'Kris', comment='not in scope this quarter'))
+        self.assertIn('Rejected', out)
+        self.assertIn('✗', out)
+        self.assertIn('blockquote', out)
+        self.assertIn('not in scope this quarter', out)
+
+    def test_comment_html_escaped(self):
+        # XSS guard: a malicious comment must not inject script tags.
+        out = str(format_engagement_chatter(
+            'approved', 'Kris', comment='<script>alert(1)</script>'))
+        self.assertNotIn('<script>', out)
+        self.assertIn('&lt;script&gt;', out)
+
+    def test_owner_name_html_escaped(self):
+        # Same XSS guard on the owner name path.
+        out = str(format_engagement_chatter(
+            'approved', '<b>Pwn</b>'))
+        self.assertNotIn('<b>Pwn</b>', out)
+        self.assertIn('&lt;b&gt;', out)
+
+    def test_missing_owner_name_falls_back(self):
+        out = str(format_engagement_chatter('approved', None))
+        self.assertIn('the owner', out)
+
+    def test_invalid_decision_raises(self):
+        # Typo upstream should fail loud, not silently post a malformed line.
+        with self.assertRaises(ValueError):
+            format_engagement_chatter('maybe', 'Kris')
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk_central')
+class TestCallOpenAIChat(TransactionCase):
+    """OpenAI client unit tests — mock urlopen, never hit the network."""
+
+    def test_empty_api_key_returns_empty_string(self):
+        # No key configured? Don't even try to call OpenAI.
+        self.assertEqual(call_openai_chat('', 'gpt-4o-mini', 'hi'), '')
+
+    def test_empty_prompt_returns_empty_string(self):
+        self.assertEqual(call_openai_chat('sk-x', 'gpt-4o-mini', ''), '')
+
+    def test_happy_path_returns_message_content(self):
+        fake_response = type('R', (), {})()
+        fake_response.read = lambda: (
+            b'{"choices":[{"message":{"content":"bullet one\\nbullet two"}}]}'
+        )
+        fake_response.__enter__ = lambda s: s
+        fake_response.__exit__ = lambda *a: None
+        with patch(
+            'odoo.addons.fusion_helpdesk_central.utils.urllib.request.urlopen',
+            return_value=fake_response,
+        ):
+            out = call_openai_chat('sk-x', 'gpt-4o-mini', 'prompt')
+        self.assertEqual(out, 'bullet one\nbullet two')
+
+    def test_network_error_returns_empty(self):
+        # All exceptions must collapse to '' so the wizard's fallback fires.
+        import urllib.error
+        with patch(
+            'odoo.addons.fusion_helpdesk_central.utils.urllib.request.urlopen',
+            side_effect=urllib.error.URLError('boom'),
+        ):
+            self.assertEqual(call_openai_chat('sk-x', 'm', 'p'), '')
+
+    def test_http_error_returns_empty(self):
+        import urllib.error
+        with patch(
+            'odoo.addons.fusion_helpdesk_central.utils.urllib.request.urlopen',
+            side_effect=urllib.error.HTTPError(
+                'url', 429, 'rate limited', {}, None,
+            ),
+        ):
+            self.assertEqual(call_openai_chat('sk-x', 'm', 'p'), '')
+
+    def test_malformed_json_returns_empty(self):
+        fake_response = type('R', (), {})()
+        fake_response.read = lambda: b'not json at all'
+        fake_response.__enter__ = lambda s: s
+        fake_response.__exit__ = lambda *a: None
+        with patch(
+            'odoo.addons.fusion_helpdesk_central.utils.urllib.request.urlopen',
+            return_value=fake_response,
+        ):
+            self.assertEqual(call_openai_chat('sk-x', 'm', 'p'), '')
+
+    def test_empty_choices_returns_empty(self):
+        fake_response = type('R', (), {})()
+        fake_response.read = lambda: b'{"choices":[]}'
+        fake_response.__enter__ = lambda s: s
+        fake_response.__exit__ = lambda *a: None
+        with patch(
+            'odoo.addons.fusion_helpdesk_central.utils.urllib.request.urlopen',
+            return_value=fake_response,
+        ):
+            self.assertEqual(call_openai_chat('sk-x', 'm', 'p'), '')
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk_central')
+class TestPromptConstant(TransactionCase):
+
+    def test_summary_prompt_has_required_placeholders(self):
+        # The wizard calls .format(name=, description_plain=, messages_plain=)
+        # — silently dropping any of these would yield a useless prompt.
+        for placeholder in ('{name}', '{description_plain}', '{messages_plain}'):
+            self.assertIn(placeholder, SUMMARY_PROMPT)

fusion_helpdesk_central/utils.py

@@ -0,0 +1,168 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+"""Pure helpers for the owner-approval engagement flow.
+
+No Odoo environment, no `request`, no network — just data in, data out.
+Everything here is unit-testable in isolation, which is the same pattern
+fusion_helpdesk/utils.py already follows. The OpenAI client lives in
+`openai_client.py` so this file stays IO-free and trivially testable.
+"""
+import json
+import logging
+import urllib.error
+import urllib.request
+from markupsafe import Markup, escape
+
+_logger = logging.getLogger(__name__)
+
+
+# Frozen as a Python constant rather than an ICP key — the prompt is
+# load-bearing on output quality and we want every change reviewed in git.
+# Use {placeholders} to template; see build_summary_prompt for the fill.
+SUMMARY_PROMPT = """You are summarising a customer support ticket for a busy executive
+who needs to decide whether to approve the work.
+
+Output rules:
+- 4-6 short bullet points, plain text (no markdown).
+- First bullet: the ask, in one sentence.
+- Second bullet: the business impact if approved.
+- Third bullet: the business impact if NOT approved (or "none material").
+- Optional bullets: cost / effort signals if any are mentioned.
+- Final bullet: open questions the approver should think about.
+- Do not invent facts. If the thread doesn't say, write "not stated".
+- No greetings, no sign-offs, no preamble.
+
+Ticket title: {name}
+Original report:
+{description_plain}
+
+Replies so far:
+{messages_plain}
+"""
+
+# Bound the prompt sent to OpenAI so a runaway thread doesn't blow cost or
+# context. 8000 chars * ~0.25 tokens/char ~= 2000 tokens, well under any model
+# cap and cheap on gpt-4o-mini.
+OPENAI_PROMPT_MAX_CHARS = 8000
+
+
+def build_summary_prompt(ticket_name, description_plain, messages):
+    """Render SUMMARY_PROMPT with ticket + chatter content.
+
+    `messages` is a list of dicts with at minimum {author, date, body_plain}.
+    We render one line per message so the model can attribute who said what.
+    Empty inputs collapse to "(none)" so the prompt never has bare blanks
+    that the model could interpret as a missing section.
+    """
+    name = (ticket_name or '').strip() or '(untitled)'
+    desc = (description_plain or '').strip() or '(no description)'
+    if messages:
+        lines = []
+        for m in messages:
+            author = (m.get('author') or 'unknown').strip()
+            date = (m.get('date') or '').strip()
+            body = (m.get('body_plain') or '').strip() or '(empty)'
+            lines.append('%s (%s): %s' % (author, date, body))
+        msgs = '\n---\n'.join(lines)
+    else:
+        msgs = '(no replies yet)'
+    return SUMMARY_PROMPT.format(
+        name=name, description_plain=desc, messages_plain=msgs,
+    )
+
+
+def truncate_for_openai(prompt, max_chars=OPENAI_PROMPT_MAX_CHARS):
+    """Cap prompt length so a 50-message thread can't run up the bill.
+
+    Truncates from the END (keeps the title + description + earliest messages),
+    appending a marker so the model knows context was cut. Earliest replies
+    are usually the most relevant for an approval decision; later replies tend
+    to be operational chatter.
+    """
+    if len(prompt) <= max_chars:
+        return prompt
+    marker = '\n\n[...truncated for length...]'
+    keep = max_chars - len(marker)
+    if keep <= 0:
+        return marker[:max_chars]
+    return prompt[:keep] + marker
+
+
+def format_engagement_chatter(decision, owner_name, comment=None):
+    """Build the chatter message posted on the ticket when the owner decides.
+
+    Returns Markup so message_post renders it as HTML (not escaped). Decision
+    must be 'approved' or 'rejected' — anything else raises ValueError so a
+    typo upstream fails loud instead of posting a half-rendered message.
+    """
+    if decision == 'approved':
+        prefix, label = '✓', 'Approved'
+    elif decision == 'rejected':
+        prefix, label = '✗', 'Rejected'
+    else:
+        raise ValueError(
+            'format_engagement_chatter: decision must be "approved" or '
+            '"rejected", got %r' % (decision,)
+        )
+    name = escape((owner_name or '').strip() or 'the owner')
+    text = (comment or '').strip()
+    body = '<p><b>%s %s by %s</b></p>' % (prefix, label, name)
+    if text:
+        body += '<blockquote style="margin:6px 0 0 0; padding:6px 12px; ' \
+                'border-left:3px solid #d8dadd; color:#444;"><i>%s</i></blockquote>' \
+                % escape(text).replace('\n', '<br/>')
+    return Markup(body)
+
+
+def call_openai_chat(api_key, model, prompt, timeout=15):
+    """Single non-streaming call to OpenAI's chat-completions endpoint.
+
+    Returns the response text on success, or '' on any failure (network,
+    timeout, non-2xx, malformed JSON, empty choices). Never raises — the
+    caller treats '' as "AI unavailable" and shows the manual-summary
+    fallback in the wizard.
+
+    Uses urllib.request from the stdlib so we don't add a pip dependency
+    just for one HTTP call. JSON shape per OpenAI's chat-completions spec
+    as of 2026: messages, model, response choices[0].message.content.
+    """
+    if not api_key or not prompt:
+        return ''
+    payload = json.dumps({
+        'model': model or 'gpt-4o-mini',
+        'messages': [{'role': 'user', 'content': prompt}],
+        'temperature': 0.2,    # we want deterministic-ish summaries
+    }).encode('utf-8')
+    req = urllib.request.Request(
+        'https://api.openai.com/v1/chat/completions',
+        data=payload,
+        headers={
+            'Authorization': 'Bearer %s' % api_key,
+            'Content-Type': 'application/json',
+        },
+        method='POST',
+    )
+    try:
+        with urllib.request.urlopen(req, timeout=timeout) as resp:
+            data = json.loads(resp.read().decode('utf-8'))
+    except urllib.error.HTTPError as e:
+        _logger.warning(
+            'fusion_helpdesk_central: OpenAI returned HTTP %s', e.code,
+        )
+        return ''
+    except (urllib.error.URLError, TimeoutError, OSError) as e:
+        _logger.warning(
+            'fusion_helpdesk_central: OpenAI network error: %s', e,
+        )
+        return ''
+    except (ValueError, json.JSONDecodeError) as e:
+        _logger.warning(
+            'fusion_helpdesk_central: OpenAI returned malformed JSON: %s', e,
+        )
+        return ''
+    choices = (data or {}).get('choices') or []
+    if not choices:
+        return ''
+    content = (choices[0].get('message') or {}).get('content') or ''
+    return content.strip()

fusion_helpdesk_central/views/engagement_reporting_views.xml

@@ -0,0 +1,143 @@
+<?xml version="1.0" encoding="utf-8"?>
+<!--
+    Copyright 2026 Nexa Systems Inc.
+    License OPL-1
+
+    Reporting dashboard for owner engagements. No new model — every view
+    is over helpdesk.ticket filtered to records where engagement_state is
+    not 'none'. The stored computed field x_fc_engagement_turnaround_hours
+    makes the pivot's average measure free.
+-->
+<odoo>
+
+    <!-- Pivot: rows = client, columns = state, measure = count + avg turnaround. -->
+    <record id="view_engagement_pivot" model="ir.ui.view">
+        <field name="name">fhc.engagement.pivot</field>
+        <field name="model">helpdesk.ticket</field>
+        <field name="arch" type="xml">
+            <pivot string="Owner Engagements" sample="1">
+                <field name="x_fc_client_label" type="row"/>
+                <field name="x_fc_engagement_state" type="col"/>
+                <field name="x_fc_engagement_turnaround_hours" type="measure"/>
+            </pivot>
+        </field>
+    </record>
+
+    <record id="view_engagement_graph" model="ir.ui.view">
+        <field name="name">fhc.engagement.graph</field>
+        <field name="model">helpdesk.ticket</field>
+        <field name="arch" type="xml">
+            <graph string="Owner Engagements" type="bar" sample="1">
+                <field name="x_fc_engagement_sent_at" interval="month"/>
+                <field name="x_fc_client_label" type="col"/>
+            </graph>
+        </field>
+    </record>
+
+    <record id="view_engagement_list" model="ir.ui.view">
+        <field name="name">fhc.engagement.list</field>
+        <field name="model">helpdesk.ticket</field>
+        <field name="arch" type="xml">
+            <list string="Owner Engagements" create="0" sample="1">
+                <field name="ticket_ref" optional="show"/>
+                <field name="name"/>
+                <field name="x_fc_client_label" string="Client"/>
+                <field name="x_fc_engagement_name" string="Owner"/>
+                <field name="x_fc_engagement_email" string="Owner Email" optional="show"/>
+                <field name="x_fc_engagement_state" widget="badge"
+                       decoration-warning="x_fc_engagement_state == 'pending'"
+                       decoration-success="x_fc_engagement_state == 'approved'"
+                       decoration-danger="x_fc_engagement_state == 'rejected'"/>
+                <field name="x_fc_engagement_sent_at"/>
+                <field name="x_fc_engagement_reminded_at" optional="hide"/>
+                <field name="x_fc_engagement_decided_at" optional="show"/>
+                <field name="x_fc_engagement_turnaround_hours" string="Turnaround (h)"/>
+            </list>
+        </field>
+    </record>
+
+    <record id="view_engagement_kanban" model="ir.ui.view">
+        <field name="name">fhc.engagement.kanban</field>
+        <field name="model">helpdesk.ticket</field>
+        <field name="arch" type="xml">
+            <kanban default_group_by="x_fc_engagement_state" create="0"
+                    sample="1" group_create="0" group_edit="0" group_delete="0">
+                <field name="name"/>
+                <field name="x_fc_client_label"/>
+                <field name="x_fc_engagement_name"/>
+                <field name="x_fc_engagement_sent_at"/>
+                <field name="x_fc_engagement_turnaround_hours"/>
+                <templates>
+                    <t t-name="card">
+                        <div class="o_kanban_record_top">
+                            <strong><field name="name"/></strong>
+                        </div>
+                        <div>
+                            <span class="text-muted"><field name="x_fc_client_label"/></span>
+                            ·
+                            <field name="x_fc_engagement_name"/>
+                        </div>
+                        <div class="text-muted small">
+                            sent <field name="x_fc_engagement_sent_at"/>
+                        </div>
+                    </t>
+                </templates>
+            </kanban>
+        </field>
+    </record>
+
+    <record id="view_engagement_search" model="ir.ui.view">
+        <field name="name">fhc.engagement.search</field>
+        <field name="model">helpdesk.ticket</field>
+        <field name="arch" type="xml">
+            <search string="Owner Engagements">
+                <field name="name"/>
+                <field name="x_fc_client_label"/>
+                <field name="x_fc_engagement_email"/>
+                <separator/>
+                <filter string="Pending" name="state_pending"
+                        domain="[('x_fc_engagement_state', '=', 'pending')]"/>
+                <filter string="Approved" name="state_approved"
+                        domain="[('x_fc_engagement_state', '=', 'approved')]"/>
+                <filter string="Rejected" name="state_rejected"
+                        domain="[('x_fc_engagement_state', '=', 'rejected')]"/>
+                <separator/>
+                <filter string="Pending &gt; 7 days" name="stuck"
+                        domain="[('x_fc_engagement_state', '=', 'pending'),
+                                 ('x_fc_engagement_sent_at', '&lt;=',
+                                  (context_today() - relativedelta(days=7)).strftime('%Y-%m-%d %H:%M:%S'))]"/>
+                <separator/>
+                <!-- Odoo 19: <group expand="0">…</group> is no longer valid
+                     in search views. Group-By filters work directly. -->
+                <filter string="Group by Client" name="group_client"
+                        context="{'group_by': 'x_fc_client_label'}"/>
+                <filter string="Group by State" name="group_state"
+                        context="{'group_by': 'x_fc_engagement_state'}"/>
+                <filter string="Group by Sent (month)" name="group_sent_month"
+                        context="{'group_by': 'x_fc_engagement_sent_at:month'}"/>
+            </search>
+        </field>
+    </record>
+
+    <record id="action_owner_engagements" model="ir.actions.act_window">
+        <field name="name">Owner Engagements</field>
+        <field name="res_model">helpdesk.ticket</field>
+        <field name="view_mode">pivot,graph,list,kanban,form</field>
+        <field name="search_view_id" ref="view_engagement_search"/>
+        <field name="domain">[('x_fc_engagement_state', '!=', 'none')]</field>
+        <field name="context">{
+            'search_default_state_pending': 1
+        }</field>
+        <field name="help" type="html">
+            <p class="o_view_nocontent_smiling_face">No owner engagements yet.</p>
+            <p>Click "Request Owner Approval" on any in-app ticket to start one.</p>
+        </field>
+    </record>
+
+    <menuitem id="menu_owner_engagements"
+              name="Owner Engagements"
+              parent="helpdesk.helpdesk_ticket_report_menu_main"
+              action="action_owner_engagements"
+              sequence="50"/>
+
+</odoo>

fusion_helpdesk_central/views/engagement_wizard_views.xml

@@ -0,0 +1,67 @@
+<?xml version="1.0" encoding="utf-8"?>
+<!--
+    Copyright 2026 Nexa Systems Inc.
+    License OPL-1
+
+    The owner-approval engagement wizard, opened from the ticket form
+    button OR the list-view bulk server action. Branches on `mode` to
+    show either the single-ticket layout (one AI summary field) or the
+    bulk layout (an editable line per ticket).
+-->
+<odoo>
+
+    <record id="view_engagement_wizard_form" model="ir.ui.view">
+        <field name="name">fusion.helpdesk.engagement.wizard.form</field>
+        <field name="model">fusion.helpdesk.engagement.wizard</field>
+        <field name="arch" type="xml">
+            <form string="Request Owner Approval">
+                <field name="mode" invisible="1"/>
+                <field name="ticket_id" invisible="1"/>
+
+                <group>
+                    <group>
+                        <field name="owner_name_display" string="Owner"/>
+                        <field name="owner_email_display" string="Owner Email" widget="email"/>
+                    </group>
+                </group>
+
+                <div class="alert alert-warning" role="alert"
+                     invisible="not ai_unavailable">
+                    <strong>AI summary unavailable.</strong>
+                    OpenAI didn't return a summary (no API key set, rate limit,
+                    or network error). Write a quick brief below before sending —
+                    everything else still works.
+                </div>
+
+                <!-- Single mode: one summary field for the one ticket. -->
+                <group invisible="mode != 'single'">
+                    <field name="personal_note"
+                           placeholder="One-line note that appears above the summary in the email…"/>
+                    <field name="ai_summary" string="Summary to send"
+                           placeholder="Bullet-point summary that the owner will read first." />
+                </group>
+
+                <!-- Bulk mode: per-ticket lines, each with its own summary. -->
+                <group invisible="mode != 'bulk'">
+                    <field name="personal_note"
+                           placeholder="One-line note that appears once at the top of the combined email…"/>
+                </group>
+                <field name="line_ids" invisible="mode != 'bulk'" nolabel="1">
+                    <list editable="bottom" create="0" delete="0">
+                        <field name="ticket_id" readonly="1"/>
+                        <field name="ticket_name" readonly="1"/>
+                        <field name="ai_summary"/>
+                    </list>
+                </field>
+
+                <footer>
+                    <button name="action_send" type="object"
+                            string="Send Engagement"
+                            class="btn-primary"/>
+                    <button special="cancel" string="Cancel"/>
+                </footer>
+            </form>
+        </field>
+    </record>
+
+</odoo>

fusion_helpdesk_central/views/helpdesk_ticket_views.xml

@@ -27,8 +27,100 @@
                 <field name="x_fc_client_label"/>
                 <filter string="Client Deployment" name="group_client_label"
                         context="{'group_by': 'x_fc_client_label'}"/>
+                <separator/>
+                <filter string="Awaiting Owner Approval" name="fhc_pending_engagement"
+                        domain="[('x_fc_engagement_state', '=', 'pending')]"/>
+                <filter string="Owner Approved" name="fhc_approved_engagement"
+                        domain="[('x_fc_engagement_state', '=', 'approved')]"/>
+                <filter string="Owner Rejected" name="fhc_rejected_engagement"
+                        domain="[('x_fc_engagement_state', '=', 'rejected')]"/>
             </xpath>
         </field>
     </record>
 
+    <!--
+        Inherited ticket form. Adds:
+          * Header button "Request Owner Approval" (form-button entry into
+            the wizard). Disabled when there's no client_label OR no owner
+            contact on the client_key — see the action_open_engagement_wizard
+            method which raises a UserError with the same explanation.
+          * State pill in the title row showing pending / approved / rejected.
+          * Collapsible "Owner Engagement" group with the audit fields.
+        Inherited views in Odoo 19 cannot carry `groups`/`group_ids` on the
+        record (raises ParseError); per-node `groups=` attributes are fine.
+    -->
+    <record id="fhc_ticket_form_engagement" model="ir.ui.view">
+        <field name="name">fhc.helpdesk.ticket.form.engagement</field>
+        <field name="model">helpdesk.ticket</field>
+        <field name="inherit_id" ref="helpdesk.helpdesk_ticket_view_form"/>
+        <field name="arch" type="xml">
+
+            <!-- Header button + state badge. Placed at the top of the
+                 header so it's the first thing support sees. -->
+            <xpath expr="//header" position="inside">
+                <button name="action_open_engagement_wizard"
+                        type="object"
+                        string="Request Owner Approval"
+                        class="oe_highlight"
+                        invisible="not x_fc_client_label or x_fc_engagement_state == 'pending'"
+                        groups="base.group_user"/>
+                <button name="action_open_engagement_wizard"
+                        type="object"
+                        string="Re-engage Owner"
+                        invisible="x_fc_engagement_state != 'pending'"
+                        groups="base.group_user"/>
+                <field name="x_fc_engagement_state" widget="statusbar"
+                       invisible="x_fc_engagement_state == 'none'"
+                       statusbar_visible="pending,approved,rejected"/>
+            </xpath>
+
+            <!-- Collapsible Owner Engagement page on the notebook. -->
+            <xpath expr="//notebook" position="inside">
+                <page string="Owner Engagement"
+                      name="fhc_engagement_page"
+                      invisible="x_fc_engagement_state == 'none'">
+                    <group>
+                        <group>
+                            <field name="x_fc_engagement_state" readonly="1"/>
+                            <field name="x_fc_engagement_name" readonly="1"/>
+                            <field name="x_fc_engagement_email" readonly="1" widget="email"/>
+                        </group>
+                        <group>
+                            <field name="x_fc_engagement_sent_at" readonly="1"/>
+                            <field name="x_fc_engagement_reminded_at" readonly="1"/>
+                            <field name="x_fc_engagement_decided_at" readonly="1"/>
+                            <field name="x_fc_engagement_turnaround_hours" readonly="1"/>
+                        </group>
+                    </group>
+                    <separator string="AI Summary (snapshotted at engagement)"/>
+                    <field name="x_fc_ai_summary" readonly="1" nolabel="1"/>
+                </page>
+            </xpath>
+
+        </field>
+    </record>
+
+    <!--
+        Kanban dot on the main Helpdesk kanban deferred — the underlying
+        view's structure varies between Helpdesk versions and reaching into
+        it with xpath is fragile. The Reporting → Owner Engagements kanban
+        (grouped by state) gives the same at-a-glance signal until we have
+        a stable hook in helpdesk's main kanban.
+    -->
+
+    <!--
+        Server action — bulk "Request Owner Approval" available from the
+        helpdesk.ticket list view. Validation happens in the wizard's
+        default_get; the server action just opens the wizard with the
+        selection in context.
+    -->
+    <record id="action_engagement_bulk" model="ir.actions.server">
+        <field name="name">Request Owner Approval (Bulk)</field>
+        <field name="model_id" ref="helpdesk.model_helpdesk_ticket"/>
+        <field name="binding_model_id" ref="helpdesk.model_helpdesk_ticket"/>
+        <field name="binding_view_types">list,kanban</field>
+        <field name="state">code</field>
+        <field name="code">action = model.action_open_engagement_wizard_bulk()</field>
+    </record>
+
 </odoo>

fusion_helpdesk_central/views/portal_templates.xml

@@ -0,0 +1,132 @@
+<?xml version="1.0" encoding="utf-8"?>
+<!--
+    Copyright 2026 Nexa Systems Inc.
+    License OPL-1
+
+    Minimal branded portal pages for the owner-approval flow. NOT using the
+    heavy portal.frontend_layout — the owner sees this once on their phone
+    and we want sub-200ms render, so each page is a self-contained HTML doc
+    with inline CSS. Branding kept consistent with the ack email's button
+    style (same blue, same border-radius).
+-->
+<odoo>
+
+    <!-- Shared shell: page wrapper, header strip, inline CSS reset. The
+         DOCTYPE is omitted — Odoo's QWeb XML parser rejects it inside
+         <template>, and modern browsers handle no-doctype pages fine for
+         a minimal confirmation page like this. Inline CSS keeps the
+         page self-contained, no external bundles to load. -->
+    <template id="engagement_layout" name="Owner Engagement Layout">
+        <html lang="en">
+        <head>
+            <meta charset="utf-8"/>
+            <meta name="viewport" content="width=device-width, initial-scale=1"/>
+            <title>Nexa Systems Support</title>
+            <style>
+                * { box-sizing: border-box; }
+                body { margin: 0; font-family: Arial, Helvetica, sans-serif; color: #21252b; background: #f3f4f6; -webkit-font-smoothing: antialiased; }
+                .fhc-header { background: #1e3a5f; color: #fff; padding: 14px 22px; font-weight: 700; letter-spacing: 0.02em; }
+                .fhc-card { max-width: 640px; margin: 28px auto; background: #fff; border: 1px solid #d8dadd; border-radius: 8px; padding: 22px 26px; box-shadow: 0 1px 3px rgba(0,0,0,0.06); }
+                .fhc-title { font-size: 1.15rem; font-weight: 700; margin: 0 0 6px 0; }
+                .fhc-meta { color: #6c757d; font-size: 0.85rem; margin-bottom: 14px; }
+                .fhc-section-h { font-size: 0.78rem; font-weight: 700; text-transform: uppercase; letter-spacing: 0.06em; color: #6c757d; margin: 16px 0 6px 0; }
+                .fhc-summary { white-space: pre-wrap; line-height: 1.5; background: #f9fafb; padding: 12px 14px; border-radius: 6px; border: 1px solid #e5e7eb; font-size: 0.92rem; }
+                .fhc-comment { width: 100%; min-height: 90px; padding: 8px 10px; font-family: inherit; font-size: 0.95rem; border: 1px solid #d8dadd; border-radius: 6px; resize: vertical; }
+                .fhc-btn { display: inline-block; padding: 12px 26px; font-size: 1rem; font-weight: 700; border-radius: 6px; border: 0; color: #fff; cursor: pointer; }
+                .fhc-btn-approve { background: linear-gradient(135deg, #5cc66f 0%, #28a745 100%); }
+                .fhc-btn-reject  { background: linear-gradient(135deg, #e85d68 0%, #dc3545 100%); }
+                .fhc-actions { display: flex; gap: 10px; margin-top: 14px; }
+                .fhc-foot { color: #9aa3ad; font-size: 0.78rem; text-align: center; margin-top: 18px; }
+                .fhc-bad { color: #b02a37; }
+                .fhc-good { color: #1e7e34; }
+            </style>
+        </head>
+        <body>
+            <div class="fhc-header">Nexa Systems Support</div>
+            <div class="fhc-card">
+                <t t-out="0"/>
+            </div>
+            <div class="fhc-foot">If this link doesn't look right, contact <a href="mailto:support@nexasystems.ca">support@nexasystems.ca</a>.</div>
+        </body>
+        </html>
+    </template>
+
+    <!-- Confirmation page: owner has clicked the magic link and we want
+         one last confirmation + optional comment before recording the
+         decision. POST goes back to the same URL. -->
+    <template id="engagement_confirm" name="Engagement Confirm">
+        <t t-call="fusion_helpdesk_central.engagement_layout">
+            <div class="fhc-title" t-esc="ticket.name"/>
+            <div class="fhc-meta">
+                Confirm your decision on this request — your name and any
+                comment below will be posted on the ticket so the team sees
+                it immediately.
+            </div>
+
+            <div class="fhc-section-h">Summary</div>
+            <div class="fhc-summary" t-esc="ticket.x_fc_ai_summary or 'No AI summary was attached to this request.'"/>
+
+            <form method="POST" action="">
+                <div class="fhc-section-h">Comment (optional)</div>
+                <textarea class="fhc-comment" name="comment"
+                          placeholder="Add a note for the team (e.g. 'go ahead, this fits Q2 budget')"/>
+                <div class="fhc-actions">
+                    <t t-if="decision_state == 'approved'">
+                        <button class="fhc-btn fhc-btn-approve" type="submit">✓ Confirm Approval</button>
+                    </t>
+                    <t t-else="">
+                        <button class="fhc-btn fhc-btn-reject" type="submit">✗ Confirm Rejection</button>
+                    </t>
+                </div>
+            </form>
+        </t>
+    </template>
+
+    <!-- Done: decision recorded. Owner sees a friendly receipt. -->
+    <template id="engagement_done" name="Engagement Done">
+        <t t-call="fusion_helpdesk_central.engagement_layout">
+            <t t-if="decision_state == 'approved'">
+                <div class="fhc-title fhc-good">✓ Approval recorded</div>
+            </t>
+            <t t-else="">
+                <div class="fhc-title fhc-bad">✗ Rejection recorded</div>
+            </t>
+            <div class="fhc-meta">
+                Thanks — your decision on
+                "<b><t t-esc="ticket.name"/></b>"
+                has been posted to the ticket and the team has been notified.
+                You can safely close this tab. If you also received a bulk
+                email with multiple requests, come back to it and decide on
+                the others independently.
+            </div>
+        </t>
+    </template>
+
+    <!-- Invalid: token unknown, already used, or wrong state. -->
+    <template id="engagement_invalid" name="Engagement Invalid">
+        <t t-call="fusion_helpdesk_central.engagement_layout">
+            <div class="fhc-title fhc-bad">Link no longer valid</div>
+            <div class="fhc-meta">
+                This approval link has already been used, was replaced by a
+                newer request, or is otherwise no longer active.
+                If you think this is a mistake, please contact
+                <a href="mailto:support@nexasystems.ca">support@nexasystems.ca</a>
+                and we'll sort it out.
+            </div>
+        </t>
+    </template>
+
+    <!-- Server-side error -->
+    <template id="engagement_error" name="Engagement Error">
+        <t t-call="fusion_helpdesk_central.engagement_layout">
+            <div class="fhc-title fhc-bad">Something went wrong</div>
+            <div class="fhc-meta">
+                We couldn't record your decision because of an unexpected
+                error on our side. Please try the link again in a minute —
+                if it still fails, reply to the original email or contact
+                <a href="mailto:support@nexasystems.ca">support@nexasystems.ca</a>.
+            </div>
+        </t>
+    </template>
+
+</odoo>

fusion_repairs/__manifest__.py

@@ -4,7 +4,7 @@
 
 {
     'name': 'Fusion Repairs',
-    'version': '19.0.2.1.0',
+    'version': '19.0.2.2.0',
     'category': 'Inventory/Repairs',
     'summary': 'Guided medical equipment repair intake, dispatch, maintenance, and self-service portal',
     'description': """
@@ -56,6 +56,7 @@ Copyright (C) 2024-2026 Nexa Systems Inc. All rights reserved.
         'website',
         'sale_management',
         'stock',
+        'purchase',
         'repair',
         'maintenance',
         'fusion_tasks',
@@ -78,6 +79,8 @@ Copyright (C) 2024-2026 Nexa Systems Inc. All rights reserved.
         'data/emergency_charge_data.xml',
         'data/callout_rate_data.xml',
         'data/delivery_charge_data.xml',
+        'data/symptom_class_data.xml',
+        'data/flowchart_stairlift_not_moving_data.xml',
         # Views
         'views/repair_product_category_views.xml',
         'views/intake_template_views.xml',
@@ -93,6 +96,8 @@ Copyright (C) 2024-2026 Nexa Systems Inc. All rights reserved.
         'views/repair_order_views.xml',
         'views/repair_part_order_views.xml',
         'views/repair_service_plan_views.xml',
+        'views/repair_symptom_class_views.xml',
+        'views/repair_flowchart_views.xml',
         'views/sale_order_views.xml',
         'views/technician_task_views.xml',
         'views/res_partner_views.xml',
@@ -119,6 +124,15 @@ Copyright (C) 2024-2026 Nexa Systems Inc. All rights reserved.
             'fusion_repairs/static/src/scss/dashboard.scss',
             'fusion_repairs/static/src/components/dashboard/dashboard.js',
             'fusion_repairs/static/src/components/dashboard/dashboard.xml',
+            # Bundle 11: Drawflow flowchart designer + runner. CSS first.
+            'fusion_repairs/static/src/lib/drawflow/drawflow.min.css',
+            'fusion_repairs/static/src/lib/drawflow/drawflow.min.js',
+            'fusion_repairs/static/src/components/flowchart_designer/flowchart_designer.scss',
+            'fusion_repairs/static/src/components/flowchart_designer/flowchart_designer.js',
+            'fusion_repairs/static/src/components/flowchart_designer/flowchart_designer.xml',
+            'fusion_repairs/static/src/components/flowchart_runner/flowchart_runner.scss',
+            'fusion_repairs/static/src/components/flowchart_runner/flowchart_runner.js',
+            'fusion_repairs/static/src/components/flowchart_runner/flowchart_runner.xml',
         ],
         'web.assets_frontend': [
             'fusion_repairs/static/src/scss/portal_repair_mobile.scss',

fusion_repairs/data/flowchart_stairlift_not_moving_data.xml

@@ -0,0 +1,251 @@
+<?xml version="1.0" encoding="utf-8"?>
+<!--
+    Demo flowchart for the user's headline scenario: "Stairlift Not Moving".
+
+    Eight nodes covering the most common diagnostic decision points. Westin
+    can edit / extend this in the Drawflow designer; it's the template they
+    will fork to build the other six stairlift flowcharts + the other
+    equipment categories.
+
+    Tree shape (single-dash arrows so the ASCII art does not close this XML
+    comment):
+
+      [Start: Power on?]
+        Yes -> [Seatbelt fastened?]
+        No  -> [Outcome: outlet/breaker]
+      [Seatbelt fastened?]
+        No  -> [Suggestion: Fasten and retry]
+        Yes -> [Swivel rotated to forward?]
+      [Swivel rotated to forward?]
+        No  -> [Suggestion: Rotate and retry]
+        Yes -> [Outcome: escalate to technician]
+-->
+<odoo>
+    <data noupdate="1">
+
+        <record id="flowchart_stairlift_not_moving" model="fusion.repair.flowchart">
+            <field name="name">Stairlift - Not Moving</field>
+            <field name="category_id" ref="category_stairlift"/>
+            <field name="symptom_class_id" ref="symptom_stairlift_not_moving"/>
+            <field name="published" eval="True"/>
+            <field name="description"><![CDATA[
+                <p>Standard diagnostic walk-through for a stairlift that is not responding
+                to its controls. Most common root causes (power, seatbelt, swivel lock)
+                are checked first; if all clear, dispatch a technician.</p>
+            ]]></field>
+        </record>
+
+        <!-- ===== NODES ===== -->
+        <record id="flow_sl_nm_node_start" model="fusion.repair.flowchart.node">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="name">Is the power on?</field>
+            <field name="node_type">question</field>
+            <field name="is_start" eval="True"/>
+            <field name="sequence">10</field>
+            <field name="canvas_x">100</field>
+            <field name="canvas_y">100</field>
+            <field name="content_html"><![CDATA[
+                <p>Ask the client if the stairlift has power. Check:</p>
+                <ul>
+                    <li>Is the unit plugged into the wall outlet?</li>
+                    <li>Is the master key switch (usually on the carriage) turned ON?</li>
+                    <li>Is the battery indicator LED lit?</li>
+                </ul>
+            ]]></field>
+        </record>
+
+        <record id="flow_sl_nm_node_outlet" model="fusion.repair.flowchart.node">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="name">No power - check breaker</field>
+            <field name="node_type">suggestion</field>
+            <field name="sequence">20</field>
+            <field name="canvas_x">450</field>
+            <field name="canvas_y">20</field>
+            <field name="content_html"><![CDATA[
+                <p>Ask the client to:</p>
+                <ol>
+                    <li>Test the wall outlet with a phone charger or lamp.</li>
+                    <li>Check the home's electrical panel for a tripped breaker.</li>
+                    <li>If the breaker is tripped, flip it OFF then ON.</li>
+                </ol>
+            ]]></field>
+        </record>
+
+        <record id="flow_sl_nm_node_seatbelt" model="fusion.repair.flowchart.node">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="name">Is the seatbelt fastened?</field>
+            <field name="node_type">question</field>
+            <field name="sequence">30</field>
+            <field name="canvas_x">450</field>
+            <field name="canvas_y">200</field>
+            <field name="content_html"><![CDATA[
+                <p>Most stairlifts will not move unless the seatbelt safety
+                switch is engaged. Confirm the belt is buckled.</p>
+            ]]></field>
+        </record>
+
+        <record id="flow_sl_nm_node_fasten" model="fusion.repair.flowchart.node">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="name">Fasten seatbelt and retry</field>
+            <field name="node_type">suggestion</field>
+            <field name="sequence">40</field>
+            <field name="canvas_x">800</field>
+            <field name="canvas_y">120</field>
+            <field name="content_html"><![CDATA[
+                <p>Have the client buckle the seatbelt and try the controls again.</p>
+            ]]></field>
+        </record>
+
+        <record id="flow_sl_nm_node_swivel" model="fusion.repair.flowchart.node">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="name">Is the seat rotated to the forward (travel) position?</field>
+            <field name="node_type">question</field>
+            <field name="sequence">50</field>
+            <field name="canvas_x">800</field>
+            <field name="canvas_y">300</field>
+            <field name="content_html"><![CDATA[
+                <p>The swivel lock must be engaged in the forward position. If
+                the seat is partially turned, the stairlift will refuse to move.</p>
+            ]]></field>
+        </record>
+
+        <record id="flow_sl_nm_node_rotate" model="fusion.repair.flowchart.node">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="name">Rotate seat to forward and retry</field>
+            <field name="node_type">suggestion</field>
+            <field name="sequence">60</field>
+            <field name="canvas_x">1150</field>
+            <field name="canvas_y">220</field>
+            <field name="content_html"><![CDATA[
+                <p>Ask the client to rotate the seat back to the forward
+                travel position until the swivel lock clicks. Then try again.</p>
+            ]]></field>
+        </record>
+
+        <record id="flow_sl_nm_node_resolved" model="fusion.repair.flowchart.node">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="name">Working - resolved on call</field>
+            <field name="node_type">outcome</field>
+            <field name="outcome_kind">resolved</field>
+            <field name="sequence">100</field>
+            <field name="canvas_x">1500</field>
+            <field name="canvas_y">150</field>
+            <field name="content_html"><![CDATA[
+                <p>Great - the stairlift is moving again. Confirm with the client,
+                close the repair, and offer to book an annual safety inspection
+                if they have not had one recently.</p>
+            ]]></field>
+        </record>
+
+        <record id="flow_sl_nm_node_escalate" model="fusion.repair.flowchart.node">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="name">Still not moving - dispatch technician</field>
+            <field name="node_type">outcome</field>
+            <field name="outcome_kind">escalate</field>
+            <field name="sequence">110</field>
+            <field name="canvas_x">1500</field>
+            <field name="canvas_y">350</field>
+            <field name="content_html"><![CDATA[
+                <p>Common fixes are exhausted. Likely root causes for a tech to investigate:</p>
+                <ul>
+                    <li>Control board fault (most common - $300-$500 part)</li>
+                    <li>Motor brushes worn</li>
+                    <li>Track end-stop safety switch</li>
+                </ul>
+                <p>Escalate and the transcript will be visible to the tech before they arrive.</p>
+            ]]></field>
+        </record>
+
+        <!-- ===== EDGES ===== -->
+        <record id="flow_sl_nm_edge_start_no" model="fusion.repair.flowchart.edge">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="source_node_id" ref="flow_sl_nm_node_start"/>
+            <field name="target_node_id" ref="flow_sl_nm_node_outlet"/>
+            <field name="label">No - no power</field>
+            <field name="sequence">10</field>
+        </record>
+        <record id="flow_sl_nm_edge_start_yes" model="fusion.repair.flowchart.edge">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="source_node_id" ref="flow_sl_nm_node_start"/>
+            <field name="target_node_id" ref="flow_sl_nm_node_seatbelt"/>
+            <field name="label">Yes - power is on</field>
+            <field name="sequence">20</field>
+        </record>
+
+        <record id="flow_sl_nm_edge_outlet_fixed" model="fusion.repair.flowchart.edge">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="source_node_id" ref="flow_sl_nm_node_outlet"/>
+            <field name="target_node_id" ref="flow_sl_nm_node_resolved"/>
+            <field name="label">Power restored - works now</field>
+            <field name="sequence">10</field>
+        </record>
+        <record id="flow_sl_nm_edge_outlet_no_fix" model="fusion.repair.flowchart.edge">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="source_node_id" ref="flow_sl_nm_node_outlet"/>
+            <field name="target_node_id" ref="flow_sl_nm_node_escalate"/>
+            <field name="label">Still no power</field>
+            <field name="sequence">20</field>
+        </record>
+
+        <record id="flow_sl_nm_edge_seatbelt_no" model="fusion.repair.flowchart.edge">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="source_node_id" ref="flow_sl_nm_node_seatbelt"/>
+            <field name="target_node_id" ref="flow_sl_nm_node_fasten"/>
+            <field name="label">No</field>
+            <field name="sequence">10</field>
+        </record>
+        <record id="flow_sl_nm_edge_seatbelt_yes" model="fusion.repair.flowchart.edge">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="source_node_id" ref="flow_sl_nm_node_seatbelt"/>
+            <field name="target_node_id" ref="flow_sl_nm_node_swivel"/>
+            <field name="label">Yes</field>
+            <field name="sequence">20</field>
+        </record>
+
+        <record id="flow_sl_nm_edge_fasten_works" model="fusion.repair.flowchart.edge">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="source_node_id" ref="flow_sl_nm_node_fasten"/>
+            <field name="target_node_id" ref="flow_sl_nm_node_resolved"/>
+            <field name="label">Works now</field>
+            <field name="sequence">10</field>
+        </record>
+        <record id="flow_sl_nm_edge_fasten_no" model="fusion.repair.flowchart.edge">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="source_node_id" ref="flow_sl_nm_node_fasten"/>
+            <field name="target_node_id" ref="flow_sl_nm_node_swivel"/>
+            <field name="label">Still not moving - try next check</field>
+            <field name="sequence">20</field>
+        </record>
+
+        <record id="flow_sl_nm_edge_swivel_no" model="fusion.repair.flowchart.edge">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="source_node_id" ref="flow_sl_nm_node_swivel"/>
+            <field name="target_node_id" ref="flow_sl_nm_node_rotate"/>
+            <field name="label">No - seat is turned</field>
+            <field name="sequence">10</field>
+        </record>
+        <record id="flow_sl_nm_edge_swivel_yes" model="fusion.repair.flowchart.edge">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="source_node_id" ref="flow_sl_nm_node_swivel"/>
+            <field name="target_node_id" ref="flow_sl_nm_node_escalate"/>
+            <field name="label">Yes - seat is forward</field>
+            <field name="sequence">20</field>
+        </record>
+
+        <record id="flow_sl_nm_edge_rotate_works" model="fusion.repair.flowchart.edge">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="source_node_id" ref="flow_sl_nm_node_rotate"/>
+            <field name="target_node_id" ref="flow_sl_nm_node_resolved"/>
+            <field name="label">Works now</field>
+            <field name="sequence">10</field>
+        </record>
+        <record id="flow_sl_nm_edge_rotate_no" model="fusion.repair.flowchart.edge">
+            <field name="flowchart_id" ref="flowchart_stairlift_not_moving"/>
+            <field name="source_node_id" ref="flow_sl_nm_node_rotate"/>
+            <field name="target_node_id" ref="flow_sl_nm_node_escalate"/>
+            <field name="label">Still not moving</field>
+            <field name="sequence">20</field>
+        </record>
+
+    </data>
+</odoo>

fusion_repairs/data/mail_template_data.xml

@@ -242,26 +242,48 @@
         <record id="email_template_parts_ordered" model="mail.template">
             <field name="name">Repair: Parts Ordered (Client)</field>
             <field name="model_id" ref="model_fusion_repair_part_order"/>
-            <field name="subject">Parts ordered for your {{ object.repair_order_id.x_fc_repair_category_id.name or 'equipment' }} - {{ object.repair_order_id.name }}</field>
+            <field name="subject">Parts ordered for your {{ object.repair_order_id.x_fc_repair_category_id.name or 'equipment' }} - expected {{ object.expected_date }}</field>
             <field name="email_from">{{ (object.company_id.email_formatted or user.email_formatted) }}</field>
             <field name="partner_to">{{ object.partner_id.id }}</field>
             <field name="body_html" type="html">
 <div style="font-family:-apple-system,BlinkMacSystemFont,'Segoe UI',Roboto,Arial,sans-serif;max-width:600px;margin:0 auto;">
     <div style="height:4px;background-color:#2B6CB0;"></div>
     <div style="padding:32px 28px;">
-        <h2 style="font-size:20px;font-weight:700;margin:0 0 16px 0;">Parts ordered</h2>
-        <p style="opacity:0.65;font-size:15px;line-height:1.5;margin:0 0 16px 0;">
-            We've placed an order for the parts your <t t-out="object.repair_order_id.x_fc_repair_category_id.name or 'equipment'"/>
-            needs. Expected arrival: <strong><t t-out="object.expected_date" t-options="{'widget': 'date'}"/></strong>.
+        <h2 style="font-size:22px;font-weight:700;margin:0 0 16px 0;">Your part has been ordered</h2>
+
+        <!-- ETA front and centre per Bundle 11 spec. No cost shown - the office shares cost separately. -->
+        <div style="background:#eff6ff;border:1px solid #bfdbfe;border-radius:8px;padding:20px;text-align:center;margin:0 0 20px 0;">
+            <div style="font-size:13px;color:#1e40af;text-transform:uppercase;letter-spacing:0.05em;margin-bottom:6px;">
+                Expected arrival
+            </div>
+            <div style="font-size:24px;font-weight:700;color:#1e40af;">
+                <t t-out="object.expected_date" t-options="{'widget': 'date'}"/>
+            </div>
+        </div>
+
+        <p style="opacity:0.75;font-size:15px;line-height:1.5;margin:0 0 16px 0;">
+            We have placed the order for the part your
+            <strong t-out="object.repair_order_id.x_fc_repair_category_id.name or 'equipment'"/>
+            needs to get you up and running again.
         </p>
+
         <table style="width:100%;border-collapse:collapse;margin:0 0 16px 0;">
             <tr><td style="padding:8px 14px;opacity:0.6;font-size:13px;border-bottom:1px solid rgba(128,128,128,0.15);width:35%;">Part</td><td style="padding:8px 14px;font-size:13px;border-bottom:1px solid rgba(128,128,128,0.15);"><t t-out="object.description"/></td></tr>
-            <t t-if="object.manufacturer">
-                <tr><td style="padding:8px 14px;opacity:0.6;font-size:13px;border-bottom:1px solid rgba(128,128,128,0.15);">Manufacturer</td><td style="padding:8px 14px;font-size:13px;border-bottom:1px solid rgba(128,128,128,0.15);"><t t-out="object.manufacturer"/></td></tr>
-            </t>
-            <tr><td style="padding:8px 14px;opacity:0.6;font-size:13px;">Ref</td><td style="padding:8px 14px;font-size:13px;"><t t-out="object.name"/></td></tr>
+            <tr><td style="padding:8px 14px;opacity:0.6;font-size:13px;border-bottom:1px solid rgba(128,128,128,0.15);">Repair</td><td style="padding:8px 14px;font-size:13px;border-bottom:1px solid rgba(128,128,128,0.15);"><t t-out="object.repair_order_id.name"/></td></tr>
+            <tr><td style="padding:8px 14px;opacity:0.6;font-size:13px;">Reference</td><td style="padding:8px 14px;font-size:13px;"><t t-out="object.name"/></td></tr>
         </table>
-        <p style="opacity:0.55;font-size:12px;margin:0;">We'll email again as soon as the parts arrive at our warehouse.</p>
+
+        <div style="background:#f9fafb;border-left:3px solid #2B6CB0;padding:12px 16px;margin:0 0 16px 0;font-size:14px;line-height:1.5;">
+            <strong>There is nothing for you to do right now.</strong>
+            Our office will call you as soon as the part arrives at our
+            warehouse to confirm a return visit time. If you have any
+            questions about pricing or scheduling, please reach out to
+            our office directly.
+        </div>
+
+        <p style="opacity:0.55;font-size:12px;margin:0;">
+            We will email you again the moment the part arrives.
+        </p>
     </div>
 </div>
             </field>

fusion_repairs/data/symptom_class_data.xml

@@ -0,0 +1,107 @@
+<?xml version="1.0" encoding="utf-8"?>
+<!--
+    Seed symptom classes per equipment category. Westin can add their own
+    via Configuration > Symptom Classes. noupdate=1 keeps custom rows safe
+    on upgrade.
+
+    Phase 1 ships a thorough set for STAIRLIFT (the user's first use case).
+    Lighter coverage for other categories - they can be expanded as Westin
+    builds out more flowcharts.
+-->
+<odoo>
+    <data noupdate="1">
+
+        <!-- ============== STAIRLIFT ============== -->
+        <record id="symptom_stairlift_not_moving" model="fusion.repair.symptom.class">
+            <field name="name">Not Moving</field>
+            <field name="code">not_moving</field>
+            <field name="category_id" ref="category_stairlift"/>
+            <field name="sequence">10</field>
+            <field name="icon">fa-pause-circle</field>
+            <field name="description">Stairlift unresponsive to controls; will not travel up or down.</field>
+        </record>
+
+        <record id="symptom_stairlift_beeps_alarm" model="fusion.repair.symptom.class">
+            <field name="name">Beeps / Alarm</field>
+            <field name="code">beeps_alarm</field>
+            <field name="category_id" ref="category_stairlift"/>
+            <field name="sequence">20</field>
+            <field name="icon">fa-bell</field>
+        </record>
+
+        <record id="symptom_stairlift_stops_midway" model="fusion.repair.symptom.class">
+            <field name="name">Stops Midway</field>
+            <field name="code">stops_midway</field>
+            <field name="category_id" ref="category_stairlift"/>
+            <field name="sequence">30</field>
+            <field name="icon">fa-hand-paper-o</field>
+        </record>
+
+        <record id="symptom_stairlift_remote_issue" model="fusion.repair.symptom.class">
+            <field name="name">Remote / Call Station Issue</field>
+            <field name="code">remote_issue</field>
+            <field name="category_id" ref="category_stairlift"/>
+            <field name="sequence">40</field>
+            <field name="icon">fa-mobile</field>
+        </record>
+
+        <record id="symptom_stairlift_swivel_stuck" model="fusion.repair.symptom.class">
+            <field name="name">Swivel Won't Rotate</field>
+            <field name="code">swivel_stuck</field>
+            <field name="category_id" ref="category_stairlift"/>
+            <field name="sequence">50</field>
+            <field name="icon">fa-refresh</field>
+        </record>
+
+        <record id="symptom_stairlift_slow" model="fusion.repair.symptom.class">
+            <field name="name">Slow / Sluggish</field>
+            <field name="code">slow_sluggish</field>
+            <field name="category_id" ref="category_stairlift"/>
+            <field name="sequence">60</field>
+            <field name="icon">fa-tachometer</field>
+        </record>
+
+        <record id="symptom_stairlift_track" model="fusion.repair.symptom.class">
+            <field name="name">Track Issue (noise / grinding)</field>
+            <field name="code">track_issue</field>
+            <field name="category_id" ref="category_stairlift"/>
+            <field name="sequence">70</field>
+            <field name="icon">fa-bars</field>
+        </record>
+
+        <!-- ============== HOSPITAL BED (lighter) ============== -->
+        <record id="symptom_bed_not_moving" model="fusion.repair.symptom.class">
+            <field name="name">Not Moving</field>
+            <field name="code">not_moving</field>
+            <field name="category_id" ref="category_hospital_bed"/>
+            <field name="sequence">10</field>
+            <field name="icon">fa-pause-circle</field>
+        </record>
+        <record id="symptom_bed_remote" model="fusion.repair.symptom.class">
+            <field name="name">Remote / Pendant Issue</field>
+            <field name="code">remote_issue</field>
+            <field name="category_id" ref="category_hospital_bed"/>
+            <field name="sequence">20</field>
+            <field name="icon">fa-mobile</field>
+        </record>
+
+        <!-- ============== PORCH LIFT (lighter) ============== -->
+        <record id="symptom_porch_not_moving" model="fusion.repair.symptom.class">
+            <field name="name">Not Moving</field>
+            <field name="code">not_moving</field>
+            <field name="category_id" ref="category_porch_lift"/>
+            <field name="sequence">10</field>
+            <field name="icon">fa-pause-circle</field>
+        </record>
+
+        <!-- ============== LIFT CHAIR (lighter) ============== -->
+        <record id="symptom_lift_chair_not_moving" model="fusion.repair.symptom.class">
+            <field name="name">Will Not Rise / Recline</field>
+            <field name="code">not_moving</field>
+            <field name="category_id" ref="category_lift_chair"/>
+            <field name="sequence">10</field>
+            <field name="icon">fa-pause-circle</field>
+        </record>
+
+    </data>
+</odoo>

fusion_repairs/migrations/19.0.2.2.0/post-migration.py

@@ -0,0 +1,89 @@
+# -*- coding: utf-8 -*-
+"""Post-migration for 19.0.2.2.0 - Bundle 11.
+
+Back-fills the new x_fc_symptom_class_id M2O on repair.order from the legacy
+x_fc_issue_category Char so that existing repairs can immediately be used
+with troubleshooting flowcharts. For each distinct (category, issue_category)
+text we encounter, we either match an existing symptom.class by lowercase
+name OR create a placeholder symptom row tagged 'auto-imported' so a manager
+can clean it up later.
+"""
+
+import logging
+import re
+
+_logger = logging.getLogger(__name__)
+
+
+def _slug(text):
+    return re.sub(r'[^a-z0-9_]+', '_', (text or '').strip().lower()).strip('_') or 'unknown'
+
+
+def migrate(cr, version):
+    if not version:
+        return  # fresh install, nothing to back-fill
+
+    # Find every (category_id, issue_category) pair on existing repairs that
+    # is not yet linked to a symptom class.
+    cr.execute("""
+        SELECT DISTINCT x_fc_repair_category_id, x_fc_issue_category
+          FROM repair_order
+         WHERE x_fc_issue_category IS NOT NULL
+           AND x_fc_issue_category <> ''
+           AND x_fc_symptom_class_id IS NULL
+    """)
+    pairs = cr.fetchall()
+    if not pairs:
+        return
+
+    _logger.info(
+        'Bundle 11 migration: back-filling symptom_class for %d distinct '
+        '(category, issue_category) pairs', len(pairs),
+    )
+
+    for cat_id, issue_text in pairs:
+        if not cat_id:
+            continue
+        code = _slug(issue_text)
+        # Try to reuse an existing symptom class by code-or-name on this category.
+        cr.execute("""
+            SELECT id FROM fusion_repair_symptom_class
+             WHERE category_id = %s
+               AND (code = %s OR LOWER(name->>'en_US') = LOWER(%s))
+             LIMIT 1
+        """, (cat_id, code, issue_text))
+        row = cr.fetchone()
+        if row:
+            sym_id = row[0]
+        else:
+            # Create a placeholder so the M2O isn't lost. Manager renames later.
+            display = (issue_text or 'Imported').strip()[:80]
+            cr.execute("""
+                INSERT INTO fusion_repair_symptom_class
+                       (name, code, category_id, sequence, active,
+                        description, icon, create_date, write_date, create_uid,
+                        write_uid)
+                VALUES (%s, %s, %s, %s, %s, %s, %s,
+                        NOW(), NOW(), 1, 1)
+                RETURNING id
+            """, (
+                {'en_US': display},
+                code,
+                cat_id,
+                90,
+                True,
+                'Auto-imported by Bundle 11 migration from legacy '
+                'x_fc_issue_category. Review and rename if needed.',
+                'fa-exclamation-circle',
+            ))
+            sym_id = cr.fetchone()[0]
+        # Back-fill the M2O on every repair with this pair.
+        cr.execute("""
+            UPDATE repair_order
+               SET x_fc_symptom_class_id = %s
+             WHERE x_fc_repair_category_id = %s
+               AND x_fc_issue_category = %s
+               AND x_fc_symptom_class_id IS NULL
+        """, (sym_id, cat_id, issue_text))
+
+    _logger.info('Bundle 11 migration: back-fill complete.')

fusion_repairs/models/__init__.py

@@ -19,6 +19,9 @@ from . import repair_part_order
 from . import repair_callout_rate
 from . import repair_labor_warranty
 from . import repair_delivery_charge
+from . import repair_symptom_class
+from . import repair_flowchart
+from . import repair_flowchart_run
 from . import product_template
 from . import res_partner
 from . import res_users

fusion_repairs/models/intake_service.py

@@ -130,6 +130,7 @@ class FusionRepairIntakeService(models.AbstractModel):
             'x_fc_third_party_equipment': bool(item.get('third_party')),
             'x_fc_urgency': item.get('urgency') or 'normal',
             'x_fc_issue_category': item.get('issue_category') or False,
+            'x_fc_symptom_class_id': item.get('symptom_class_id') or False,
             'x_fc_is_quote_only': bool(quote_only),
             'x_fc_rush_requested': bool(rush_requested),
             'x_fc_rush_tier': rush_tier or False,

fusion_repairs/models/repair_flowchart.py

@@ -0,0 +1,394 @@
+# -*- coding: utf-8 -*-
+# Copyright 2024-2026 Nexa Systems Inc.
+# License OPL-1 (Odoo Proprietary License v1.0)
+
+"""Troubleshooting flowchart designer-time models.
+
+Three models cooperate:
+
+  fusion.repair.flowchart          one chart per (category, symptom)
+    -> fusion.repair.flowchart.node     one row per visual node
+    -> fusion.repair.flowchart.edge     directed edges between nodes
+
+The full visual layout (positions, drawflow internal state) is also serialised
+to flowchart.canvas_layout as JSON so the Drawflow designer round-trips
+without needing per-node x/y stored separately. The structured node/edge
+records exist for queries (e.g. "show me all flowcharts that mention 'control
+board' in any node"), reporting, runtime traversal, and so that the runner can
+operate without parsing the canvas JSON.
+"""
+
+import json
+import logging
+
+from odoo import _, api, fields, models
+from odoo.exceptions import UserError, ValidationError
+
+_logger = logging.getLogger(__name__)
+
+
+NODE_TYPES = [
+    ('question', 'Question'),
+    ('suggestion', 'Suggestion'),
+    ('info', 'Info'),
+    ('outcome', 'Outcome'),
+]
+
+OUTCOME_KINDS = [
+    ('resolved', 'Resolved on Call'),
+    ('escalate', 'Escalate to Technician'),
+    ('order_part', 'Order Part'),
+]
+
+
+class FusionRepairFlowchart(models.Model):
+    _name = 'fusion.repair.flowchart'
+    _inherit = ['mail.thread']
+    _description = 'Repair Troubleshooting Flowchart'
+    _order = 'category_id, symptom_class_id, name'
+
+    name = fields.Char(required=True, translate=True, tracking=True)
+    category_id = fields.Many2one(
+        'fusion.repair.product.category',
+        string='Equipment Category',
+        required=True,
+        index=True,
+        ondelete='cascade',
+        tracking=True,
+    )
+    symptom_class_id = fields.Many2one(
+        'fusion.repair.symptom.class',
+        string='Symptom',
+        required=True,
+        index=True,
+        ondelete='cascade',
+        domain="[('category_id', '=', category_id)]",
+        tracking=True,
+    )
+    description = fields.Html(translate=True)
+    active = fields.Boolean(default=True, tracking=True)
+    published = fields.Boolean(
+        default=False,
+        tracking=True,
+        help='Only published flowcharts are offered to CS during intake. Draft '
+             'charts are visible to admins for editing but never run.',
+    )
+    version = fields.Integer(
+        default=1,
+        readonly=True,
+        copy=False,
+        help='Bumped on every save in the designer; lets us snapshot which '
+             'version a flowchart.run was based on.',
+    )
+
+    canvas_layout = fields.Text(
+        string='Designer State',
+        help='Drawflow JSON for the visual designer canvas - positions, zoom, '
+             'connection curves. Round-tripped by the designer UI.',
+    )
+
+    node_ids = fields.One2many('fusion.repair.flowchart.node', 'flowchart_id')
+    edge_ids = fields.One2many('fusion.repair.flowchart.edge', 'flowchart_id')
+    node_count = fields.Integer(compute='_compute_counts')
+    edge_count = fields.Integer(compute='_compute_counts')
+
+    start_node_id = fields.Many2one(
+        'fusion.repair.flowchart.node',
+        string='Start Node',
+        compute='_compute_start_node',
+        store=True,
+        help='Auto-computed - whichever node has is_start=True. Validation '
+             'enforces exactly one.',
+    )
+
+    company_id = fields.Many2one(
+        'res.company',
+        default=lambda self: self.env.company,
+    )
+
+    _active_per_pair_unique = models.Constraint(
+        # NULLs treated as distinct so multiple draft (active=False) charts
+        # can coexist; only one active+published chart per pair is the
+        # business rule we care about - enforced via Python below.
+        'unique(category_id, symptom_class_id, company_id, published)',
+        'Only one published flowchart per (category, symptom) per company. '
+        'Unpublish or duplicate before publishing another.',
+    )
+
+    @api.depends('node_ids', 'edge_ids')
+    def _compute_counts(self):
+        for r in self:
+            r.node_count = len(r.node_ids)
+            r.edge_count = len(r.edge_ids)
+
+    @api.depends('node_ids.is_start')
+    def _compute_start_node(self):
+        for r in self:
+            r.start_node_id = r.node_ids.filtered(lambda n: n.is_start)[:1]
+
+    # ------------------------------------------------------------------
+    # ACTIONS
+    # ------------------------------------------------------------------
+    def action_open_designer(self):
+        """Open the OWL Drawflow designer as a client action."""
+        self.ensure_one()
+        return {
+            'type': 'ir.actions.client',
+            'tag': 'fusion_repair_flowchart_designer',
+            'name': _('Flowchart Designer - %s') % self.name,
+            'params': {'flowchart_id': self.id},
+        }
+
+    def action_publish(self):
+        for r in self:
+            r._validate_publishable()
+            r.published = True
+            r.message_post(body=_('Flowchart published. CS will now see it for '
+                                  'new intakes on this (category, symptom).'))
+
+    def action_unpublish(self):
+        for r in self:
+            r.published = False
+
+    def action_duplicate_as_draft(self):
+        self.ensure_one()
+        copy = self.copy({
+            'name': _('%s (copy)') % self.name,
+            'published': False,
+            'version': 1,
+        })
+        return {
+            'type': 'ir.actions.act_window',
+            'name': copy.name,
+            'res_model': self._name,
+            'view_mode': 'form',
+            'res_id': copy.id,
+        }
+
+    # ------------------------------------------------------------------
+    # VALIDATION
+    # ------------------------------------------------------------------
+    def _validate_publishable(self):
+        for r in self:
+            starts = r.node_ids.filtered(lambda n: n.is_start)
+            if len(starts) != 1:
+                raise ValidationError(_(
+                    'Flowchart "%s" must have exactly one start node '
+                    '(found %d). Edit in the designer and try again.'
+                ) % (r.name, len(starts)))
+            # Every non-outcome node should have at least one outgoing edge.
+            for n in r.node_ids:
+                if n.node_type != 'outcome' and not r.edge_ids.filtered(
+                    lambda e: e.source_node_id == n
+                ):
+                    raise ValidationError(_(
+                        'Node "%s" is not an outcome but has no outgoing edges. '
+                        'Connect it to the next step or change its type to '
+                        'Outcome.'
+                    ) % n.name)
+
+    # ------------------------------------------------------------------
+    # DESIGNER RPC API (called from the OWL component)
+    # ------------------------------------------------------------------
+    @api.model
+    def designer_load(self, flowchart_id):
+        """Return everything the designer needs to render this chart."""
+        chart = self.browse(flowchart_id).exists()
+        if not chart:
+            raise UserError(_('Flowchart not found.'))
+        return {
+            'id': chart.id,
+            'name': chart.name,
+            'category_id': chart.category_id.id,
+            'category_name': chart.category_id.name,
+            'symptom_class_id': chart.symptom_class_id.id,
+            'symptom_name': chart.symptom_class_id.name,
+            'published': chart.published,
+            'version': chart.version,
+            'canvas_layout': chart.canvas_layout or '',
+            'nodes': [n._designer_dict() for n in chart.node_ids],
+            'edges': [e._designer_dict() for e in chart.edge_ids],
+        }
+
+    def designer_save(self, payload):
+        """Replace the chart's nodes + edges with the designer's snapshot.
+
+        payload = {
+            'canvas_layout': '<drawflow json string>',
+            'nodes': [{'client_id': str, 'name': ..., 'node_type': ...,
+                       'content_html': ..., 'media_ids': [int],
+                       'is_start': bool, 'outcome_kind': ...,
+                       'canvas_x': int, 'canvas_y': int}, ...],
+            'edges': [{'source_client_id': str, 'target_client_id': str,
+                       'label': str, 'sequence': int}, ...],
+        }
+
+        Returns the saved chart (designer_load shape).
+        """
+        self.ensure_one()
+        # Atomic replace - simplest and safest. Edges depend on nodes so
+        # delete edges first.
+        self.edge_ids.unlink()
+        self.node_ids.unlink()
+
+        client_to_db = {}
+        Node = self.env['fusion.repair.flowchart.node'].sudo()
+        for nd in payload.get('nodes', []):
+            rec = Node.create({
+                'flowchart_id': self.id,
+                'name': nd.get('name') or _('Untitled'),
+                'node_type': nd.get('node_type') or 'question',
+                'content_html': nd.get('content_html') or False,
+                'is_start': bool(nd.get('is_start')),
+                'outcome_kind': nd.get('outcome_kind') or False,
+                'canvas_x': int(nd.get('canvas_x') or 0),
+                'canvas_y': int(nd.get('canvas_y') or 0),
+                'media_ids': [(6, 0, nd.get('media_ids') or [])],
+            })
+            client_to_db[nd.get('client_id')] = rec.id
+
+        Edge = self.env['fusion.repair.flowchart.edge'].sudo()
+        for ed in payload.get('edges', []):
+            src = client_to_db.get(ed.get('source_client_id'))
+            tgt = client_to_db.get(ed.get('target_client_id'))
+            if not src or not tgt:
+                _logger.warning(
+                    'Skipping edge with unknown client ids: %s -> %s',
+                    ed.get('source_client_id'), ed.get('target_client_id'),
+                )
+                continue
+            Edge.create({
+                'flowchart_id': self.id,
+                'source_node_id': src,
+                'target_node_id': tgt,
+                'label': ed.get('label') or '',
+                'sequence': int(ed.get('sequence') or 10),
+            })
+
+        self.write({
+            'canvas_layout': payload.get('canvas_layout') or '',
+            'version': self.version + 1,
+        })
+        # Soft-validate (don't raise) - the designer can publish later.
+        try:
+            self._validate_publishable()
+        except ValidationError as e:
+            _logger.info('Saved chart %s but it is not yet publishable: %s',
+                         self.name, e)
+        return self.designer_load(self.id)
+
+
+class FusionRepairFlowchartNode(models.Model):
+    _name = 'fusion.repair.flowchart.node'
+    _description = 'Flowchart Node'
+    _order = 'flowchart_id, sequence, id'
+
+    flowchart_id = fields.Many2one(
+        'fusion.repair.flowchart',
+        required=True,
+        ondelete='cascade',
+        index=True,
+    )
+    name = fields.Char(required=True, translate=True)
+    sequence = fields.Integer(default=10)
+    node_type = fields.Selection(
+        NODE_TYPES, default='question', required=True,
+    )
+    content_html = fields.Html(
+        translate=True,
+        sanitize=True,
+        sanitize_overridable=True,
+        help='Rich text shown to CS when this node is the current step. '
+             'Photos / videos go in media_ids instead.',
+    )
+    media_ids = fields.Many2many(
+        'ir.attachment',
+        'fusion_repair_flowchart_node_media_rel',
+        'node_id', 'attachment_id',
+        string='Media',
+        help='Photos and short videos that illustrate this step.',
+    )
+    is_start = fields.Boolean(
+        string='Start',
+        help='Exactly one node per flowchart must be the start.',
+    )
+    outcome_kind = fields.Selection(
+        OUTCOME_KINDS,
+        string='Outcome Kind',
+        help='Required when node_type is Outcome - determines what happens '
+             'when the run reaches this node.',
+    )
+
+    # Designer-only - persisted for round-trip but not used by the runtime.
+    canvas_x = fields.Integer(default=0)
+    canvas_y = fields.Integer(default=0)
+
+    outgoing_edge_ids = fields.One2many(
+        'fusion.repair.flowchart.edge', 'source_node_id',
+        string='Outgoing Edges',
+    )
+    incoming_edge_ids = fields.One2many(
+        'fusion.repair.flowchart.edge', 'target_node_id',
+        string='Incoming Edges',
+    )
+
+    def _designer_dict(self):
+        self.ensure_one()
+        return {
+            'id': self.id,
+            'name': self.name,
+            'node_type': self.node_type,
+            'content_html': self.content_html or '',
+            'is_start': self.is_start,
+            'outcome_kind': self.outcome_kind or '',
+            'canvas_x': self.canvas_x,
+            'canvas_y': self.canvas_y,
+            'media_ids': self.media_ids.ids,
+            'media': [{
+                'id': a.id,
+                'name': a.name,
+                'mimetype': a.mimetype,
+                'url': f'/web/image/{a.id}',
+            } for a in self.media_ids],
+        }
+
+
+class FusionRepairFlowchartEdge(models.Model):
+    _name = 'fusion.repair.flowchart.edge'
+    _description = 'Flowchart Edge'
+    _order = 'source_node_id, sequence, id'
+
+    flowchart_id = fields.Many2one(
+        'fusion.repair.flowchart',
+        required=True,
+        ondelete='cascade',
+        index=True,
+    )
+    source_node_id = fields.Many2one(
+        'fusion.repair.flowchart.node',
+        required=True,
+        ondelete='cascade',
+        index=True,
+    )
+    target_node_id = fields.Many2one(
+        'fusion.repair.flowchart.node',
+        required=True,
+        ondelete='cascade',
+        index=True,
+    )
+    label = fields.Char(
+        translate=True,
+        help='Shown on the button in the runner ("Yes", "No", '
+             '"Wheel turns freely"...).',
+    )
+    sequence = fields.Integer(default=10)
+
+    def _designer_dict(self):
+        self.ensure_one()
+        return {
+            'id': self.id,
+            'source_node_id': self.source_node_id.id,
+            'target_node_id': self.target_node_id.id,
+            'label': self.label or '',
+            'sequence': self.sequence,
+        }

fusion_repairs/models/repair_flowchart_run.py

@@ -0,0 +1,362 @@
+# -*- coding: utf-8 -*-
+# Copyright 2024-2026 Nexa Systems Inc.
+# License OPL-1 (Odoo Proprietary License v1.0)
+
+"""Flowchart runtime - one fusion.repair.flowchart.run per CS troubleshooting
+session, with one fusion.repair.flowchart.run.step per node the rep visited.
+
+The transcript is the audit + handoff artefact: when CS resolves on-call we
+post it to chatter; when they escalate we copy it to internal_notes so the
+dispatched tech can see what was tried BEFORE arriving at the client.
+"""
+
+import logging
+
+from markupsafe import Markup
+
+from odoo import _, api, fields, models
+from odoo.exceptions import UserError
+
+_logger = logging.getLogger(__name__)
+
+
+RUN_OUTCOMES = [
+    ('in_progress', 'In Progress'),
+    ('resolved', 'Resolved on Call'),
+    ('escalated', 'Escalated to Technician'),
+    ('order_part', 'Captured Part Order'),
+    ('abandoned', 'Abandoned'),
+]
+
+
+class FusionRepairFlowchartRun(models.Model):
+    _name = 'fusion.repair.flowchart.run'
+    _inherit = ['mail.thread']
+    _description = 'Flowchart Troubleshooting Run'
+    _order = 'started_at desc, id desc'
+
+    name = fields.Char(
+        compute='_compute_name',
+        store=True,
+    )
+    repair_order_id = fields.Many2one(
+        'repair.order',
+        required=True,
+        index=True,
+        ondelete='cascade',
+    )
+    flowchart_id = fields.Many2one(
+        'fusion.repair.flowchart',
+        required=True,
+        index=True,
+        ondelete='restrict',
+    )
+    flowchart_version = fields.Integer(
+        string='Chart Version Snapshot',
+        help='Version of the flowchart at the time the run was started; '
+             'so the transcript stays valid even if the chart is later edited.',
+    )
+    partner_id = fields.Many2one(
+        related='repair_order_id.partner_id', store=True, readonly=True,
+    )
+    started_at = fields.Datetime(default=fields.Datetime.now, required=True)
+    started_by_id = fields.Many2one(
+        'res.users', default=lambda self: self.env.user, required=True,
+    )
+    completed_at = fields.Datetime()
+    completed_by_id = fields.Many2one('res.users')
+    outcome = fields.Selection(
+        RUN_OUTCOMES,
+        default='in_progress',
+        required=True,
+        tracking=True,
+    )
+    step_ids = fields.One2many(
+        'fusion.repair.flowchart.run.step', 'run_id',
+        string='Steps',
+    )
+    step_count = fields.Integer(compute='_compute_step_count')
+    current_node_id = fields.Many2one(
+        'fusion.repair.flowchart.node',
+        compute='_compute_current_node',
+        store=True,
+        help='Where the runner is right now - last step\'s node if no edge '
+             'was chosen yet, otherwise the edge\'s target node.',
+    )
+    transcript_html = fields.Html(
+        compute='_compute_transcript',
+        sanitize=False,  # we control the markup
+    )
+    company_id = fields.Many2one(
+        'res.company',
+        default=lambda self: self.env.company,
+    )
+
+    @api.depends('repair_order_id.name', 'flowchart_id.name')
+    def _compute_name(self):
+        for r in self:
+            r.name = _('%s on %s') % (
+                r.flowchart_id.name or '?', r.repair_order_id.name or '?',
+            )
+
+    @api.depends('step_ids')
+    def _compute_step_count(self):
+        for r in self:
+            r.step_count = len(r.step_ids)
+
+    @api.depends('step_ids.chosen_edge_id', 'step_ids.node_id',
+                 'flowchart_id.start_node_id')
+    def _compute_current_node(self):
+        for r in self:
+            if not r.step_ids:
+                r.current_node_id = r.flowchart_id.start_node_id
+                continue
+            last = r.step_ids[-1]
+            # If they chose an edge on the last step, we should already be
+            # showing the target. If not (just landed on a card), it's the
+            # current node itself.
+            if last.chosen_edge_id:
+                r.current_node_id = last.chosen_edge_id.target_node_id
+            else:
+                r.current_node_id = last.node_id
+
+    @api.depends('step_ids.node_name_snapshot', 'step_ids.chosen_label_snapshot',
+                 'step_ids.cs_note', 'outcome')
+    def _compute_transcript(self):
+        for r in self:
+            if not r.step_ids:
+                r.transcript_html = '<p><em>No steps recorded yet.</em></p>'
+                continue
+            lines = ['<ol style="margin:0 0 8px 1.2em;padding:0;">']
+            for s in r.step_ids:
+                line = f'<li><strong>{s.node_name_snapshot or "?"}</strong>'
+                if s.chosen_label_snapshot:
+                    line += f' &rarr; <em>{s.chosen_label_snapshot}</em>'
+                if s.cs_note:
+                    line += f' <span style="color:#666;">(note: {s.cs_note})</span>'
+                line += '</li>'
+                lines.append(line)
+            lines.append('</ol>')
+            outcome_label = dict(self._fields['outcome'].selection).get(r.outcome, r.outcome)
+            lines.append(f'<p><strong>Outcome:</strong> {outcome_label}</p>')
+            r.transcript_html = ''.join(lines)
+
+    # ------------------------------------------------------------------
+    # RUNTIME RPC API (called from the OWL runner component)
+    # ------------------------------------------------------------------
+    @api.model
+    def runtime_start_or_resume(self, repair_id):
+        """Open or resume a troubleshooting run for the given repair.
+
+        - If an in-progress run exists, return it.
+        - Otherwise resolve the flowchart from the repair's (category, symptom)
+          and create a fresh run starting at the chart's start node.
+
+        Returns the dict shape that the OWL runner consumes.
+        """
+        repair = self.env['repair.order'].browse(repair_id).exists()
+        if not repair:
+            raise UserError(_('Repair order not found.'))
+        existing = self.search([
+            ('repair_order_id', '=', repair.id),
+            ('outcome', '=', 'in_progress'),
+        ], limit=1)
+        if existing:
+            return existing._runtime_dict()
+        if not repair.x_fc_symptom_class_id:
+            raise UserError(_('Pick a Symptom on the repair before starting '
+                              'troubleshooting.'))
+        chart = self.env['fusion.repair.flowchart'].sudo().search([
+            ('category_id', '=', repair.x_fc_repair_category_id.id),
+            ('symptom_class_id', '=', repair.x_fc_symptom_class_id.id),
+            ('published', '=', True),
+            ('active', '=', True),
+        ], limit=1)
+        if not chart:
+            raise UserError(_(
+                'No published troubleshooting flowchart found for '
+                '%(cat)s + %(sym)s. Ask a manager to publish one in '
+                'Configuration > Troubleshooting Flowcharts.'
+            ) % {
+                'cat': repair.x_fc_repair_category_id.name or '?',
+                'sym': repair.x_fc_symptom_class_id.name or '?',
+            })
+        run = self.sudo().create({
+            'repair_order_id': repair.id,
+            'flowchart_id': chart.id,
+            'flowchart_version': chart.version,
+        })
+        return run._runtime_dict()
+
+    def runtime_choose(self, edge_id, cs_note=''):
+        """CS clicked an answer button on the current card.
+
+        Records a step (current_node + chosen_edge + note) and returns the
+        updated run dict (which the OWL component uses to render the next card).
+        """
+        self.ensure_one()
+        if self.outcome != 'in_progress':
+            raise UserError(_('This run has already been completed.'))
+        edge = self.env['fusion.repair.flowchart.edge'].browse(edge_id).exists()
+        if not edge:
+            raise UserError(_('Chosen answer not found.'))
+        if edge.source_node_id != self.current_node_id:
+            raise UserError(_(
+                'That answer does not belong to the current step. The chart '
+                'may have been edited - please reload the runner.'
+            ))
+        self.env['fusion.repair.flowchart.run.step'].sudo().create({
+            'run_id': self.id,
+            'sequence': len(self.step_ids) + 1,
+            'node_id': self.current_node_id.id,
+            'node_name_snapshot': self.current_node_id.name,
+            'chosen_edge_id': edge.id,
+            'chosen_label_snapshot': edge.label,
+            'cs_note': cs_note or False,
+        })
+        # current_node_id auto-recomputes via depends
+        self.invalidate_recordset(['current_node_id'])
+        return self._runtime_dict()
+
+    def runtime_complete(self, outcome, cs_note=''):
+        """CS hit a terminal outcome (resolved / escalate / order_part) OR
+        manually abandoned. Closes the run and triggers downstream effects."""
+        self.ensure_one()
+        valid = {'resolved', 'escalated', 'order_part', 'abandoned'}
+        if outcome not in valid:
+            raise UserError(_('Unknown outcome %s.') % outcome)
+        if self.outcome != 'in_progress':
+            return self._runtime_dict()
+        # Snapshot the final node as a step so the transcript shows it.
+        node = self.current_node_id
+        if node and (not self.step_ids or self.step_ids[-1].node_id != node):
+            self.env['fusion.repair.flowchart.run.step'].sudo().create({
+                'run_id': self.id,
+                'sequence': len(self.step_ids) + 1,
+                'node_id': node.id,
+                'node_name_snapshot': node.name,
+                'cs_note': cs_note or False,
+            })
+        self.write({
+            'outcome': outcome,
+            'completed_at': fields.Datetime.now(),
+            'completed_by_id': self.env.uid,
+        })
+        # Dispatch the side-effects on the repair (see _apply_outcome).
+        self._apply_outcome()
+        return self._runtime_dict()
+
+    def _apply_outcome(self):
+        """Run the side-effects on the parent repair depending on outcome."""
+        for r in self:
+            repair = r.repair_order_id
+            transcript = Markup(r.transcript_html or '')
+            if r.outcome == 'resolved':
+                repair.x_fc_resolved_on_call = True
+                repair.message_post(body=Markup(_(
+                    '<p><b>Resolved on call</b> via troubleshooting flowchart '
+                    '<i>%(name)s</i>:</p>%(transcript)s'
+                )) % {'name': r.flowchart_id.name, 'transcript': transcript})
+                # Close the repair through the Odoo state machine. Reuse the
+                # visit-report wizard helper pattern.
+                try:
+                    if repair.state == 'draft':
+                        try:
+                            repair.action_validate()
+                        except Exception:
+                            repair._action_repair_confirm()
+                    if repair.state == 'confirmed':
+                        repair.action_repair_start()
+                    if repair.state == 'under_repair':
+                        repair.action_repair_end()
+                except Exception as e:
+                    _logger.warning(
+                        'Could not auto-close repair %s after on-call '
+                        'resolution: %s', repair.name, e,
+                    )
+            elif r.outcome == 'escalated':
+                # Prepend the transcript to internal_notes so the tech sees
+                # what was tried at the top of the form.
+                existing = repair.internal_notes or ''
+                header = Markup(
+                    '<p><b>CS troubleshooting summary (flowchart %s):</b></p>'
+                ) % r.flowchart_id.name
+                repair.internal_notes = (header + transcript +
+                                         Markup('<hr/>') + Markup(existing))
+                repair.message_post(body=Markup(_(
+                    '<p><b>Escalated to technician</b> via troubleshooting '
+                    'flowchart <i>%(name)s</i>:</p>%(transcript)s'
+                )) % {'name': r.flowchart_id.name, 'transcript': transcript})
+            elif r.outcome == 'order_part':
+                repair.message_post(body=Markup(_(
+                    '<p><b>Part order needed</b> per troubleshooting flowchart '
+                    '<i>%(name)s</i>:</p>%(transcript)s'
+                )) % {'name': r.flowchart_id.name, 'transcript': transcript})
+            else:  # abandoned
+                repair.message_post(body=Markup(_(
+                    '<p>Troubleshooting run abandoned by %(user)s.</p>'
+                    '%(transcript)s'
+                )) % {
+                    'user': self.env.user.name,
+                    'transcript': transcript,
+                })
+
+    def _runtime_dict(self):
+        """Serialise the run + current node + available edges for the OWL UI."""
+        self.ensure_one()
+        node = self.current_node_id
+        outgoing = self.env['fusion.repair.flowchart.edge'].sudo().search([
+            ('source_node_id', '=', node.id),
+        ], order='sequence, id') if node else self.env['fusion.repair.flowchart.edge']
+        return {
+            'run_id': self.id,
+            'repair_id': self.repair_order_id.id,
+            'repair_name': self.repair_order_id.name,
+            'partner_name': self.partner_id.name or '',
+            'flowchart_id': self.flowchart_id.id,
+            'flowchart_name': self.flowchart_id.name,
+            'canvas_layout': self.flowchart_id.canvas_layout or '',
+            'outcome': self.outcome,
+            'current_node': node._designer_dict() if node else None,
+            'options': [{
+                'edge_id': e.id,
+                'label': e.label or _('Continue'),
+                'target_node_id': e.target_node_id.id,
+                'target_node_type': e.target_node_id.node_type,
+                'target_outcome_kind': e.target_node_id.outcome_kind or '',
+            } for e in outgoing],
+            'transcript_html': self.transcript_html,
+            'visited_node_ids': [s.node_id.id for s in self.step_ids if s.node_id],
+            'visited_edge_ids': [s.chosen_edge_id.id for s in self.step_ids if s.chosen_edge_id],
+            'step_count': self.step_count,
+        }
+
+
+class FusionRepairFlowchartRunStep(models.Model):
+    _name = 'fusion.repair.flowchart.run.step'
+    _description = 'Flowchart Run Step'
+    _order = 'run_id, sequence, id'
+
+    run_id = fields.Many2one(
+        'fusion.repair.flowchart.run',
+        required=True,
+        index=True,
+        ondelete='cascade',
+    )
+    sequence = fields.Integer(default=10)
+    node_id = fields.Many2one(
+        'fusion.repair.flowchart.node',
+        ondelete='set null',
+        index=True,
+    )
+    node_name_snapshot = fields.Char(
+        help='Frozen at the moment the step was recorded so transcript '
+             'survives later chart edits.',
+    )
+    chosen_edge_id = fields.Many2one(
+        'fusion.repair.flowchart.edge',
+        ondelete='set null',
+    )
+    chosen_label_snapshot = fields.Char()
+    cs_note = fields.Text()
+    recorded_at = fields.Datetime(default=fields.Datetime.now)

fusion_repairs/models/repair_order.py

@@ -1010,10 +1010,86 @@ class RepairOrder(models.Model):
         index=True,
     )
     x_fc_issue_category = fields.Char(
-        string='Issue Category',
-        help='Symptom classification (e.g. "battery", "motor", "remote"). Used by '
-             'service catalogue matcher and AI prompt context.',
+        string='Issue Category (legacy)',
+        help='LEGACY free-text symptom classification. Superseded by '
+             'x_fc_symptom_class_id - kept for backwards compatibility with '
+             'historical records and the AI prompt context. New intakes '
+             'should set the M2O instead.',
     )
+    # Bundle 11: proper structured symptom classification.
+    x_fc_symptom_class_id = fields.Many2one(
+        'fusion.repair.symptom.class',
+        string='Symptom',
+        index=True,
+        tracking=True,
+        domain="[('category_id', '=', x_fc_repair_category_id)]",
+        help='Drives flowchart lookup. Pick the (category, symptom) pair and '
+             'CS can start a troubleshooting flowchart if one is published.',
+    )
+    # Bundle 11: troubleshooting runs against this repair.
+    x_fc_flowchart_run_ids = fields.One2many(
+        'fusion.repair.flowchart.run', 'repair_order_id',
+        string='Troubleshooting Runs',
+    )
+    x_fc_flowchart_run_count = fields.Integer(
+        compute='_compute_flowchart_run_count',
+    )
+    x_fc_resolved_on_call = fields.Boolean(
+        string='Resolved on Call',
+        copy=False,
+        tracking=True,
+        help='True when the CS troubleshooting flowchart hit a "resolved" '
+             'outcome - no technician was ever dispatched.',
+    )
+
+    @api.depends('x_fc_flowchart_run_ids')
+    def _compute_flowchart_run_count(self):
+        for r in self:
+            r.x_fc_flowchart_run_count = len(r.x_fc_flowchart_run_ids)
+
+    def action_view_flowchart_runs(self):
+        self.ensure_one()
+        return {
+            'type': 'ir.actions.act_window',
+            'name': _('Troubleshooting Runs'),
+            'res_model': 'fusion.repair.flowchart.run',
+            'view_mode': 'list,form',
+            'domain': [('repair_order_id', '=', self.id)],
+            'context': {'default_repair_order_id': self.id},
+        }
+
+    def action_start_troubleshoot(self):
+        """Open the OWL flowchart runner for this repair (creates or resumes
+        an in-progress run). Raises a helpful UserError if the symptom is
+        not picked or no published chart exists for the (category, symptom)
+        pair."""
+        self.ensure_one()
+        if not self.x_fc_symptom_class_id:
+            raise UserError(_(
+                'Pick a Symptom on this repair first (Callout Pricing tab or '
+                'the Fusion Repairs section), then start troubleshooting.'
+            ))
+        chart = self.env['fusion.repair.flowchart'].sudo().search([
+            ('category_id', '=', self.x_fc_repair_category_id.id),
+            ('symptom_class_id', '=', self.x_fc_symptom_class_id.id),
+            ('published', '=', True),
+            ('active', '=', True),
+        ], limit=1)
+        if not chart:
+            raise UserError(_(
+                'No published troubleshooting flowchart for %(cat)s + %(sym)s. '
+                'Ask a manager to publish one in Configuration > '
+                'Troubleshooting Flowcharts.'
+            ) % {
+                'cat': self.x_fc_repair_category_id.name or '?',
+                'sym': self.x_fc_symptom_class_id.name or '?',
+            })
+        return {
+            'type': 'ir.actions.client',
+            'tag': 'fusion_repair_flowchart_runner',
+            'name': _('Troubleshooting - %s') % self.name,
+            'params': {'repair_id': self.id},
+        }
 
     # ------------------------------------------------------------------
     # PHOTOS

fusion_repairs/models/repair_part_order.py

@@ -16,13 +16,28 @@ visit-report wizard in a structured way so:
    auto-creates a follow-up dispatch task
 
 The grumpy-old-client never has to call us asking for status updates.
+
+Bundle 11 extension: tech often orders the part directly from the factory
+WHILE on the phone. They want to:
+  - Pick the vendor from our contacts (filtered to vendors)
+  - Capture the OEM part #, cost, ETA date
+  - Auto-create a draft purchase.order line (office reviews + sends)
+  - Capture the factory's ticket # + RA # for tracking and warranty claims
+  - Tell the system whether the factory said it's under warranty
 """
 
+import logging
 from datetime import timedelta
 
 from markupsafe import Markup
 
 from odoo import _, api, fields, models
+from odoo.exceptions import UserError
+
+_logger = logging.getLogger(__name__)
+
+
+SPARE_PARTS_CATEGORY_NAME = 'Spare Parts'
 
 
 class FusionRepairPartOrder(models.Model):
@@ -109,6 +124,64 @@ class FusionRepairPartOrder(models.Model):
         copy=False,
     )
 
+    # Bundle 11: vendor + PO + cost + factory tracking refs.
+    vendor_partner_id = fields.Many2one(
+        'res.partner',
+        string='Vendor',
+        tracking=True,
+        domain="[('is_company', '=', True)]",
+        help='Pick from our existing vendors. Filtered to companies; the tech '
+             'usually knows the factory by name (Handicare, Bruno, Pride...).',
+    )
+    purchase_order_id = fields.Many2one(
+        'purchase.order',
+        string='Draft Purchase Order',
+        readonly=True,
+        copy=False,
+        ondelete='set null',
+        help='Auto-created in DRAFT state when the tech submits a part order '
+             'with a vendor + cost. Office reviews and sends it to the factory.',
+    )
+    product_id = fields.Many2one(
+        'product.product',
+        string='Product',
+        readonly=True,
+        copy=False,
+        help='Auto-resolved or created based on the OEM part number.',
+    )
+    unit_cost = fields.Monetary(
+        string='Unit Cost',
+        currency_field='currency_id',
+        tracking=True,
+        help='Per-unit cost from the factory. Used as price_unit on the draft PO.',
+    )
+    currency_id = fields.Many2one(
+        'res.currency',
+        default=lambda self: self.env.company.currency_id,
+    )
+    internal_po_ref = fields.Char(
+        string='PO Reference (read to factory)',
+        tracking=True,
+        help='The Westin PO number the tech read to the factory for tracking. '
+             'Stamped on the draft purchase.order as partner_ref.',
+    )
+    factory_ticket_ref = fields.Char(
+        string='Factory Ticket #',
+        tracking=True,
+        help='Ticket number from the factory call - used for follow-up enquiries.',
+    )
+    factory_ra_number = fields.Char(
+        string='Factory RA #',
+        tracking=True,
+        help='Return Authorization number, when the factory issued a warranty '
+             'replacement that requires the old part returned.',
+    )
+    under_warranty = fields.Boolean(
+        string='Factory Warranty',
+        tracking=True,
+        help='Tick when the factory confirmed warranty coverage on the call.',
+    )
+
     company_id = fields.Many2one(
         'res.company',
         default=lambda self: self.env.company,
@@ -144,6 +217,103 @@ class FusionRepairPartOrder(models.Model):
     # ------------------------------------------------------------------
     # ACTIONS
     # ------------------------------------------------------------------
+    def action_create_draft_po(self):
+        """Bundle 11: build a draft purchase.order for this part.
+
+        Idempotent - returns the existing PO if one is already linked.
+        Resolves / creates the product from the OEM number, sets the line
+        cost from unit_cost, stamps Westin's internal PO ref on the
+        purchase.order's partner_ref so the factory can find it. Office
+        reviews + confirms via the normal Odoo flow.
+        """
+        self.ensure_one()
+        if self.purchase_order_id:
+            return self._open_record(self.purchase_order_id)
+        if not self.vendor_partner_id:
+            raise UserError(_(
+                'Pick a Vendor first - the draft PO needs to know who to send to.'
+            ))
+        product = self._resolve_or_create_product()
+        PO = self.env['purchase.order'].sudo()
+        # Let Odoo derive product_uom from the product to avoid Odoo 19's
+        # uom_po_id moving between template/variant: passing product_id is
+        # enough for the PO line's onchange to populate the UOM correctly.
+        line_vals = {
+            'product_id': product.id,
+            'name': self.description or product.display_name,
+            'product_qty': self.quantity or 1.0,
+            'price_unit': self.unit_cost or 0.0,
+            'date_planned': fields.Datetime.now() + timedelta(
+                days=7 if not self.expected_date
+                else max((self.expected_date - fields.Date.context_today(self)).days, 0)
+            ),
+        }
+        try:
+            order = PO.create({
+                'partner_id': self.vendor_partner_id.id,
+                'partner_ref': self.internal_po_ref or False,
+                'origin': self.repair_order_id.name or self.name,
+                'company_id': self.company_id.id,
+                'order_line': [(0, 0, line_vals)],
+            })
+        except Exception as e:
+            _logger.exception('Could not create draft PO for part %s: %s', self.name, e)
+            raise UserError(_(
+                'Could not create the draft purchase order: %s. The part info '
+                'was saved - you can create the PO manually from Purchase > '
+                'Orders > New.'
+            ) % e)
+        self.write({
+            'purchase_order_id': order.id,
+            'product_id': product.id,
+        })
+        self.message_post(body=Markup(_(
+            'Draft purchase order <b>%(po)s</b> created with %(vendor)s. '
+            'Office to review and send.'
+        )) % {'po': order.name, 'vendor': self.vendor_partner_id.name})
+        return self._open_record(order)
+
+    def _resolve_or_create_product(self):
+        """Find product.product by OEM part number (default_code) or create
+        a new service-type product in the 'Spare Parts' category. Returns
+        the product record."""
+        self.ensure_one()
+        Product = self.env['product.product'].sudo()
+        if self.product_id:
+            return self.product_id
+        if self.oem_part_number:
+            hit = Product.search([
+                ('default_code', '=', self.oem_part_number),
+            ], limit=1)
+            if hit:
+                return hit
+        # Create new. Use "service" type so it doesn't need inventory tracking,
+        # purchaseable + can be added to PO lines without warehouse setup.
+        ProductCategory = self.env['product.category'].sudo()
+        category = ProductCategory.search([
+            ('name', '=', SPARE_PARTS_CATEGORY_NAME),
+        ], limit=1)
+        if not category:
+            category = ProductCategory.create({'name': SPARE_PARTS_CATEGORY_NAME})
+        return Product.create({
+            'name': self.description or (self.oem_part_number or 'Spare Part'),
+            'default_code': self.oem_part_number or False,
+            'type': 'consu',
+            'purchase_ok': True,
+            'sale_ok': False,
+            'categ_id': category.id,
+            'standard_price': self.unit_cost or 0.0,
+        })
+
+    def _open_record(self, record):
+        return {
+            'type': 'ir.actions.act_window',
+            'name': record.display_name,
+            'res_model': record._name,
+            'view_mode': 'form',
+            'res_id': record.id,
+        }
+
     def action_mark_ordered(self):
         """Office marks this part as ordered with the manufacturer."""
         for rec in self:
@@ -153,6 +323,7 @@ class FusionRepairPartOrder(models.Model):
             if not rec.expected_date:
                 rec.expected_date = fields.Date.context_today(rec) + timedelta(days=7)
             rec._notify_client_parts_ordered()
+            rec._schedule_eta_activity()
 
     def action_mark_received(self):
         """Office marks this part as received - triggers follow-up dispatch."""
@@ -197,6 +368,39 @@ class FusionRepairPartOrder(models.Model):
                 except Exception:
                     pass
 
+    def _schedule_eta_activity(self):
+        """Bundle 11: schedule an activity on the repair so the office is
+        reminded on the ETA day to call the client back and book the
+        return visit."""
+        for rec in self:
+            repair = rec.repair_order_id
+            if not repair or not rec.expected_date:
+                continue
+            try:
+                act_type = self.env.ref(
+                    'fusion_repairs.mail_activity_type_assign_technician',
+                    raise_if_not_found=False,
+                )
+                repair.activity_schedule(
+                    activity_type_id=act_type.id if act_type else False,
+                    date_deadline=rec.expected_date,
+                    summary=_('Parts arriving (%s) - schedule re-visit') % rec.name,
+                    note=_(
+                        'Part %(ref)s (%(desc)s) from %(vendor)s is expected '
+                        'today. Call the client to confirm a return visit.'
+                    ) % {
+                        'ref': rec.name,
+                        'desc': rec.description or '',
+                        'vendor': rec.vendor_partner_id.name or rec.manufacturer or '?',
+                    },
+                    user_id=repair.user_id.id or self.env.uid,
+                )
+            except Exception:
+                _logger.exception(
+                    'Could not schedule ETA activity for part %s on repair %s',
+                    rec.name, repair.name,
+                )
+
     def _maybe_redispatch(self):
         """When the LAST outstanding part on a repair arrives, auto-create
         a follow-up tech task so the office doesn't have to remember.

fusion_repairs/models/repair_symptom_class.py

@@ -0,0 +1,58 @@
+# -*- coding: utf-8 -*-
+# Copyright 2024-2026 Nexa Systems Inc.
+# License OPL-1 (Odoo Proprietary License v1.0)
+
+"""Symptom classification.
+
+Lookup table replacing the flat `x_fc_issue_category` Char on repair.order.
+One symptom class belongs to one equipment category (stairlift > "Not Moving",
+"Beeps Alarm", "Stops Midway"...). Together with the category, it's the key
+that fusion.repair.flowchart uses to look up which troubleshooting flowchart
+to run.
+"""
+
+from odoo import api, fields, models
+
+
+class FusionRepairSymptomClass(models.Model):
+    _name = 'fusion.repair.symptom.class'
+    _description = 'Repair Symptom Class'
+    _order = 'category_id, sequence, name'
+
+    name = fields.Char(string='Name', required=True, translate=True)
+    code = fields.Char(
+        string='Code',
+        required=True,
+        help='Stable code used by data files and automation (e.g. "not_moving").',
+    )
+    category_id = fields.Many2one(
+        'fusion.repair.product.category',
+        string='Equipment Category',
+        required=True,
+        index=True,
+        ondelete='cascade',
+    )
+    sequence = fields.Integer(default=10)
+    icon = fields.Char(
+        string='Icon',
+        default='fa-exclamation-circle',
+        help='Font Awesome icon class shown next to the symptom in pickers.',
+    )
+    description = fields.Text(translate=True)
+    active = fields.Boolean(default=True)
+    company_id = fields.Many2one(
+        'res.company',
+        default=lambda self: self.env.company,
+    )
+
+    _code_per_category_unique = models.Constraint(
+        'unique(category_id, code, company_id)',
+        'Symptom code must be unique within a category.',
+    )
+
+    @api.depends('name', 'category_id.name')
+    def _compute_display_name(self):
+        for r in self:
+            r.display_name = (
+                f"{r.category_id.name} - {r.name}" if r.category_id else (r.name or '')
+            )

fusion_repairs/security/ir.model.access.csv

@@ -47,6 +47,24 @@ access_callout_rate_user,Callout Rate User Read,model_fusion_repair_callout_rate
 access_callout_rate_manager,Callout Rate Manager Full,model_fusion_repair_callout_rate,group_fusion_repairs_manager,1,1,1,1
 access_delivery_charge_user,Delivery Charge User Read,model_fusion_repair_delivery_charge,group_fusion_repairs_user,1,0,0,0
 access_delivery_charge_manager,Delivery Charge Manager Full,model_fusion_repair_delivery_charge,group_fusion_repairs_manager,1,1,1,1
+access_symptom_class_user,Symptom Class User Read,model_fusion_repair_symptom_class,group_fusion_repairs_user,1,0,0,0
+access_symptom_class_manager,Symptom Class Manager Full,model_fusion_repair_symptom_class,group_fusion_repairs_manager,1,1,1,1
+access_symptom_class_tech,Symptom Class Field Tech Read,model_fusion_repair_symptom_class,fusion_tasks.group_field_technician,1,0,0,0
+access_flowchart_user,Flowchart User Read,model_fusion_repair_flowchart,group_fusion_repairs_user,1,0,0,0
+access_flowchart_manager,Flowchart Manager Full,model_fusion_repair_flowchart,group_fusion_repairs_manager,1,1,1,1
+access_flowchart_tech,Flowchart Field Tech Read,model_fusion_repair_flowchart,fusion_tasks.group_field_technician,1,0,0,0
+access_flowchart_node_user,Flowchart Node User Read,model_fusion_repair_flowchart_node,group_fusion_repairs_user,1,0,0,0
+access_flowchart_node_manager,Flowchart Node Manager Full,model_fusion_repair_flowchart_node,group_fusion_repairs_manager,1,1,1,1
+access_flowchart_node_tech,Flowchart Node Field Tech Read,model_fusion_repair_flowchart_node,fusion_tasks.group_field_technician,1,0,0,0
+access_flowchart_edge_user,Flowchart Edge User Read,model_fusion_repair_flowchart_edge,group_fusion_repairs_user,1,0,0,0
+access_flowchart_edge_manager,Flowchart Edge Manager Full,model_fusion_repair_flowchart_edge,group_fusion_repairs_manager,1,1,1,1
+access_flowchart_edge_tech,Flowchart Edge Field Tech Read,model_fusion_repair_flowchart_edge,fusion_tasks.group_field_technician,1,0,0,0
+access_flowchart_run_user,Flowchart Run User Full,model_fusion_repair_flowchart_run,group_fusion_repairs_user,1,1,1,0
+access_flowchart_run_manager,Flowchart Run Manager Full,model_fusion_repair_flowchart_run,group_fusion_repairs_manager,1,1,1,1
+access_flowchart_run_tech,Flowchart Run Field Tech Read,model_fusion_repair_flowchart_run,fusion_tasks.group_field_technician,1,0,0,0
+access_flowchart_run_step_user,Flowchart Run Step User Full,model_fusion_repair_flowchart_run_step,group_fusion_repairs_user,1,1,1,0
+access_flowchart_run_step_manager,Flowchart Run Step Manager Full,model_fusion_repair_flowchart_run_step,group_fusion_repairs_manager,1,1,1,1
+access_flowchart_run_step_tech,Flowchart Run Step Field Tech Read,model_fusion_repair_flowchart_run_step,fusion_tasks.group_field_technician,1,0,0,0
 access_labor_warranty_user,Labor Warranty User Read,model_fusion_repair_labor_warranty,group_fusion_repairs_user,1,0,0,0
 access_labor_warranty_sales_rep,Labor Warranty Sales Rep Write,model_fusion_repair_labor_warranty,group_fusion_repairs_sales_rep,1,1,0,0
 access_labor_warranty_manager,Labor Warranty Manager Full,model_fusion_repair_labor_warranty,group_fusion_repairs_manager,1,1,1,1

fusion_repairs/static/src/components/flowchart_designer/flowchart_designer.js

@@ -0,0 +1,410 @@
+/** @odoo-module **/
+/*
+ * Drag-and-drop flowchart designer (Drawflow + OWL).
+ *
+ * Opened as a client action `fusion_repair_flowchart_designer` from the
+ * fusion.repair.flowchart form's 'Open Designer' header button. Loads the
+ * chart via designer_load RPC, renders Drawflow nodes by node_type, lets
+ * admin drag/connect/edit, and saves the whole snapshot back via
+ * designer_save (atomic replace - matches the model's API).
+ *
+ * Node types -> CSS color band:
+ *   question  - blue   (multiple outgoing edges, ask user a question)
+ *   suggestion - green (ask user to try something, then "Worked?" branches)
+ *   info       - gray  (informational, single continue)
+ *   outcome    - red/green/amber depending on outcome_kind
+ *
+ * Drawflow JSON serialises positions + connections. Our model also stores
+ * structured nodes/edges for query + runtime, so the canvas_layout blob is
+ * the source of truth for the designer view and the node/edge tables are
+ * the source of truth for the runtime traversal.
+ */
+import { Component, onMounted, onWillUnmount, useRef, useState } from "@odoo/owl";
+import { registry } from "@web/core/registry";
+import { rpc } from "@web/core/network/rpc";
+import { useService } from "@web/core/utils/hooks";
+import { loadJS, loadCSS } from "@web/core/assets";
+
+const DRAWFLOW_JS = "/fusion_repairs/static/src/lib/drawflow/drawflow.min.js";
+const DRAWFLOW_CSS = "/fusion_repairs/static/src/lib/drawflow/drawflow.min.css";
+
+// Color tokens reused via SCSS too - keep in sync.
+const NODE_HEADERS = {
+    question:   { color: "#2563eb", label: "Question" },
+    suggestion: { color: "#16a34a", label: "Suggestion" },
+    info:       { color: "#6b7280", label: "Info" },
+    outcome:    { color: "#dc2626", label: "Outcome" },
+};
+const OUTCOME_COLORS = {
+    resolved:   "#16a34a",
+    escalate:   "#dc2626",
+    order_part: "#d97706",
+};
+
+export class FlowchartDesigner extends Component {
+    static template = "fusion_repairs.FlowchartDesigner";
+    static props = ["*"];
+
+    setup() {
+        this.notification = useService("notification");
+        this.canvasRef = useRef("canvas");
+        this.editorPanelRef = useRef("editorPanel");
+
+        // Read flowchart_id from the action params. Cursor + OWL action
+        // service exposes them under this.props.action.params.
+        this.flowchartId = this.props.action?.params?.flowchart_id;
+        if (!this.flowchartId) {
+            this.notification.add("Missing flowchart_id - open from the form view.", { type: "danger" });
+        }
+
+        this.state = useState({
+            loading: true,
+            chart: null,
+            selectedNodeId: null,
+            dirty: false,
+            saving: false,
+            // client_id -> drawflow numeric id mapping for new nodes (those
+            // without a DB id yet, created via "Add Node")
+            clientToDfId: {},
+            // dfId -> {client_id, node_type, name, content_html, is_start,
+            //         outcome_kind, media_ids}
+            nodeMeta: {},
+        });
+
+        onMounted(async () => {
+            await Promise.all([loadJS(DRAWFLOW_JS), loadCSS(DRAWFLOW_CSS)]);
+            this._initDrawflow();
+            await this._loadChart();
+        });
+
+        onWillUnmount(() => {
+            try { this.editor?.clear(); } catch {}
+        });
+    }
+
+    _initDrawflow() {
+        // eslint-disable-next-line no-undef
+        this.editor = new Drawflow(this.canvasRef.el);
+        this.editor.reroute = true;
+        this.editor.curvature = 0.5;
+        this.editor.editor_mode = "edit";
+        this.editor.start();
+        this.editor.on("nodeSelected", (id) => {
+            const meta = this.state.nodeMeta[id];
+            this.state.selectedNodeId = id;
+            this.state.selectedClientId = meta?.client_id || null;
+        });
+        this.editor.on("nodeUnselected", () => {
+            this.state.selectedNodeId = null;
+        });
+        this.editor.on("nodeCreated", () => { this.state.dirty = true; });
+        this.editor.on("nodeRemoved", () => { this.state.dirty = true; });
+        this.editor.on("nodeMoved", () => { this.state.dirty = true; });
+        this.editor.on("connectionCreated", () => { this.state.dirty = true; });
+        this.editor.on("connectionRemoved", () => { this.state.dirty = true; });
+    }
+
+    async _loadChart() {
+        try {
+            const chart = await rpc("/web/dataset/call_kw/fusion.repair.flowchart/designer_load", {
+                model: "fusion.repair.flowchart",
+                method: "designer_load",
+                args: [this.flowchartId],
+                kwargs: {},
+            });
+            this.state.chart = chart;
+            this.state.loading = false;
+            // Map DB id -> client_id (we just use the DB id as the client_id
+            // when loading from server; new nodes get "tmp-N" client ids).
+            this._renderChart(chart);
+        } catch (e) {
+            this.notification.add("Failed to load flowchart: " + (e?.message || e), { type: "danger" });
+            this.state.loading = false;
+        }
+    }
+
+    _renderChart(chart) {
+        this.editor.clear();
+        this.state.clientToDfId = {};
+        this.state.nodeMeta = {};
+
+        // Add each node.
+        for (const n of chart.nodes) {
+            const clientId = String(n.id);
+            const html = this._renderNodeBody(n);
+            // Drawflow: addNode(name, inputs, outputs, posx, posy, class, data, html)
+            const outputs = n.node_type === "outcome" ? 0 : 1;
+            const inputs = n.is_start ? 0 : 1;
+            const cssClass = `fr-node fr-node-${n.node_type} ${n.is_start ? "fr-node-start" : ""}`;
+            const dfId = this.editor.addNode(
+                clientId,
+                inputs, outputs,
+                n.canvas_x || 100, n.canvas_y || 100,
+                cssClass,
+                { client_id: clientId },
+                html,
+            );
+            this.state.clientToDfId[clientId] = dfId;
+            this.state.nodeMeta[dfId] = {
+                client_id: clientId,
+                db_id: n.id,
+                name: n.name,
+                node_type: n.node_type,
+                content_html: n.content_html || "",
+                is_start: n.is_start,
+                outcome_kind: n.outcome_kind || "",
+                media_ids: n.media_ids || [],
+                media: n.media || [],
+            };
+        }
+
+        // Connect edges.
+        for (const e of chart.edges) {
+            const srcDf = this.state.clientToDfId[String(e.source_node_id)];
+            const tgtDf = this.state.clientToDfId[String(e.target_node_id)];
+            if (!srcDf || !tgtDf) continue;
+            this.editor.addConnection(srcDf, tgtDf, "output_1", "input_1");
+            // Drawflow doesn't natively label edges - we stash the label in
+            // the edge's data via a follow-up mutation.
+            // Save/restore handles it via our state.edgeLabels below.
+            this.state.edgeLabels = this.state.edgeLabels || {};
+            this.state.edgeLabels[`${srcDf}->${tgtDf}`] = e.label || "";
+        }
+
+        this.state.dirty = false;
+    }
+
+    _renderNodeBody(n) {
+        const header = NODE_HEADERS[n.node_type] || NODE_HEADERS.info;
+        const color = n.node_type === "outcome"
+            ? (OUTCOME_COLORS[n.outcome_kind] || header.color)
+            : header.color;
+        const safeName = (n.name || "Untitled").replace(/</g, "&lt;");
+        const safeContent = (n.content_html || "").slice(0, 280);
+        const startBadge = n.is_start
+            ? '<span class="fr-start-badge">START</span>' : '';
+        const outcomeBadge = n.node_type === "outcome" && n.outcome_kind
+            ? `<span class="fr-outcome-badge">${n.outcome_kind.toUpperCase()}</span>` : '';
+        const mediaCount = (n.media || n.media_ids || []).length;
+        const mediaBadge = mediaCount
+            ? `<span class="fr-media-badge"><i class="fa fa-image"></i> ${mediaCount}</span>` : '';
+        return `
+            <div class="fr-node-card" style="border-top-color:${color};">
+                <div class="fr-node-head" style="background:${color};">
+                    ${header.label} ${startBadge} ${outcomeBadge}
+                </div>
+                <div class="fr-node-title">${safeName}</div>
+                <div class="fr-node-body">${safeContent}</div>
+                <div class="fr-node-foot">${mediaBadge}</div>
+            </div>
+        `;
+    }
+
+    // ------------------------------------------------------------------
+    // TOOLBAR ACTIONS
+    // ------------------------------------------------------------------
+    onAddNode(nodeType) {
+        const clientId = "tmp-" + Date.now();
+        const meta = {
+            client_id: clientId,
+            db_id: null,
+            name: `New ${nodeType}`,
+            node_type: nodeType,
+            content_html: "",
+            is_start: false,
+            outcome_kind: nodeType === "outcome" ? "escalate" : "",
+            media_ids: [],
+            media: [],
+        };
+        const outputs = nodeType === "outcome" ? 0 : 1;
+        const html = this._renderNodeBody(meta);
+        const dfId = this.editor.addNode(
+            clientId,
+            1, outputs,
+            120, 120,
+            `fr-node fr-node-${nodeType}`,
+            { client_id: clientId },
+            html,
+        );
+        this.state.clientToDfId[clientId] = dfId;
+        this.state.nodeMeta[dfId] = meta;
+        this.state.selectedNodeId = dfId;
+        this.state.selectedClientId = clientId;
+        this.state.dirty = true;
+    }
+
+    onZoomIn() { this.editor.zoom_in(); }
+    onZoomOut() { this.editor.zoom_out(); }
+    onZoomReset() { this.editor.zoom_reset(); }
+
+    // ------------------------------------------------------------------
+    // EDITOR PANEL (right side - edit selected node's metadata)
+    // ------------------------------------------------------------------
+    onEditorFieldChange(field, value) {
+        if (!this.state.selectedNodeId) return;
+        const meta = this.state.nodeMeta[this.state.selectedNodeId];
+        if (!meta) return;
+        meta[field] = value;
+        // Re-render the node body to reflect the change visually.
+        const dfNode = this.editor.getNodeFromId(this.state.selectedNodeId);
+        if (dfNode) {
+            const html = this._renderNodeBody(meta);
+            const el = document.getElementById("node-" + this.state.selectedNodeId);
+            if (el) {
+                const content = el.querySelector(".drawflow_content_node");
+                if (content) content.innerHTML = html;
+            }
+        }
+        this.state.dirty = true;
+    }
+
+    onSetStart() {
+        if (!this.state.selectedNodeId) return;
+        // Clear is_start on every other node, set on the selected.
+        for (const [dfId, meta] of Object.entries(this.state.nodeMeta)) {
+            meta.is_start = (parseInt(dfId, 10) === this.state.selectedNodeId);
+        }
+        this.state.dirty = true;
+        // Re-render all nodes' bodies so the START badge updates.
+        for (const dfId of Object.keys(this.state.nodeMeta)) {
+            const meta = this.state.nodeMeta[dfId];
+            const html = this._renderNodeBody(meta);
+            const el = document.getElementById("node-" + dfId);
+            if (el) {
+                const content = el.querySelector(".drawflow_content_node");
+                if (content) content.innerHTML = html;
+            }
+        }
+    }
+
+    async onUploadMedia(ev) {
+        if (!this.state.selectedNodeId) return;
+        const files = ev.target.files;
+        if (!files || !files.length) return;
+        const meta = this.state.nodeMeta[this.state.selectedNodeId];
+        for (const file of files) {
+            const buf = await file.arrayBuffer();
+            const b64 = btoa(
+                new Uint8Array(buf).reduce((s, b) => s + String.fromCharCode(b), "")
+            );
+            const att = await rpc("/web/dataset/call_kw/ir.attachment/create", {
+                model: "ir.attachment",
+                method: "create",
+                args: [{
+                    name: file.name,
+                    datas: b64,
+                    mimetype: file.type || "application/octet-stream",
+                    res_model: "fusion.repair.flowchart.node",
+                }],
+                kwargs: {},
+            });
+            meta.media_ids.push(att);
+            meta.media.push({ id: att, name: file.name, mimetype: file.type, url: `/web/image/${att}` });
+        }
+        this.state.dirty = true;
+        // Re-render body to bump the badge count.
+        this.onEditorFieldChange("media_ids", meta.media_ids);
+        ev.target.value = "";
+    }
+
+    // ------------------------------------------------------------------
+    // SAVE
+    // ------------------------------------------------------------------
+    async onSave() {
+        if (this.state.saving) return;
+        this.state.saving = true;
+        try {
+            // Pull the current Drawflow state.
+            const dfData = this.editor.export();
+            const nodesPayload = [];
+            const edgesPayload = [];
+            // dfData.drawflow.Home.data is { [dfId]: { class, data, html, pos_x, pos_y, inputs, outputs } }
+            const home = dfData.drawflow?.Home?.data || {};
+            for (const [dfId, node] of Object.entries(home)) {
+                const meta = this.state.nodeMeta[parseInt(dfId, 10)];
+                if (!meta) continue;
+                nodesPayload.push({
+                    client_id: meta.client_id,
+                    name: meta.name,
+                    node_type: meta.node_type,
+                    content_html: meta.content_html,
+                    is_start: !!meta.is_start,
+                    outcome_kind: meta.outcome_kind,
+                    canvas_x: Math.round(node.pos_x || 0),
+                    canvas_y: Math.round(node.pos_y || 0),
+                    media_ids: meta.media_ids || [],
+                });
+                // Outgoing connections - drawflow stores them on the source node's outputs.
+                const outs = node.outputs || {};
+                let seq = 10;
+                for (const out of Object.values(outs)) {
+                    for (const conn of out.connections || []) {
+                        const tgtMeta = this.state.nodeMeta[parseInt(conn.node, 10)];
+                        if (!tgtMeta) continue;
+                        const key = `${dfId}->${conn.node}`;
+                        const label = this.state.edgeLabels?.[key] || "";
+                        edgesPayload.push({
+                            source_client_id: meta.client_id,
+                            target_client_id: tgtMeta.client_id,
+                            label: label,
+                            sequence: seq,
+                        });
+                        seq += 10;
+                    }
+                }
+            }
+            const result = await rpc("/web/dataset/call_kw/fusion.repair.flowchart/designer_save", {
+                model: "fusion.repair.flowchart",
+                method: "designer_save",
+                args: [[this.flowchartId], {
+                    canvas_layout: JSON.stringify(dfData),
+                    nodes: nodesPayload,
+                    edges: edgesPayload,
+                }],
+                kwargs: {},
+            });
+            this.notification.add(`Saved (version ${result.version})`, { type: "success" });
+            this.state.chart = result;
+            this._renderChart(result);
+            this.state.dirty = false;
+        } catch (e) {
+            this.notification.add("Save failed: " + (e?.data?.message || e?.message || e), { type: "danger" });
+        } finally {
+            this.state.saving = false;
+        }
+    }
+
+    onEdgeLabelChange(ev, key) {
+        this.state.edgeLabels = this.state.edgeLabels || {};
+        this.state.edgeLabels[key] = ev.target.value;
+        this.state.dirty = true;
+    }
+
+    get selectedMeta() {
+        if (!this.state.selectedNodeId) return null;
+        return this.state.nodeMeta[this.state.selectedNodeId];
+    }
+
+    get outgoingEdgesForSelected() {
+        if (!this.state.selectedNodeId || !this.editor) return [];
+        try {
+            const node = this.editor.getNodeFromId(this.state.selectedNodeId);
+            const outs = node?.outputs || {};
+            const result = [];
+            for (const out of Object.values(outs)) {
+                for (const conn of out.connections || []) {
+                    const tgtMeta = this.state.nodeMeta[parseInt(conn.node, 10)];
+                    const key = `${this.state.selectedNodeId}->${conn.node}`;
+                    result.push({
+                        target_name: tgtMeta?.name || `Node ${conn.node}`,
+                        key: key,
+                        label: this.state.edgeLabels?.[key] || "",
+                    });
+                }
+            }
+            return result;
+        } catch { return []; }
+    }
+}
+
+registry.category("actions").add("fusion_repair_flowchart_designer", FlowchartDesigner);

fusion_repairs/static/src/components/flowchart_designer/flowchart_designer.scss

@@ -0,0 +1,250 @@
+// Drawflow designer + runner shared theming.
+// Uses the Bundle 1 SCSS token pattern with dark-mode-safe explicit hex.
+
+$o-webclient-color-scheme: bright !default;
+
+$_fr_page-hex: #f3f4f6;
+$_fr_card-hex: #ffffff;
+$_fr_border-hex: #d8dadd;
+$_fr_text-muted-hex: #6b7280;
+$_fr_panel-hex: #ffffff;
+
+@if $o-webclient-color-scheme == dark {
+    $_fr_page-hex: #1a1d21 !global;
+    $_fr_card-hex: #22262d !global;
+    $_fr_border-hex: #2d3138 !global;
+    $_fr_text-muted-hex: #9aa1aa !global;
+    $_fr_panel-hex: #1f2329 !global;
+}
+
+$fr-page:   var(--fr-page-bg, #{$_fr_page-hex});
+$fr-card:   var(--fr-card-bg, #{$_fr_card-hex});
+$fr-border: var(--fr-border-color, #{$_fr_border-hex});
+$fr-muted:  var(--fr-text-muted, #{$_fr_text-muted-hex});
+$fr-panel:  var(--fr-panel-bg, #{$_fr_panel-hex});
+
+.fr-designer-wrap {
+    display: flex;
+    flex-direction: column;
+    height: calc(100vh - 46px);
+    background: $fr-page;
+}
+
+.fr-designer-toolbar {
+    display: flex;
+    align-items: center;
+    justify-content: space-between;
+    padding: 8px 16px;
+    background: $fr-panel;
+    border-bottom: 1px solid $fr-border;
+    .fr-designer-title { font-size: 14px; }
+    .fr-designer-toolbar-actions { display: flex; gap: 4px; }
+}
+
+.fr-designer-body {
+    display: flex;
+    flex: 1;
+    overflow: hidden;
+}
+
+.fr-designer-canvas-wrap {
+    flex: 1;
+    overflow: hidden;
+    position: relative;
+    background: $fr-page;
+    .drawflow {
+        width: 100%;
+        height: 100%;
+        background: $fr-page !important;
+    }
+}
+
+.fr-designer-editor {
+    width: 320px;
+    border-left: 1px solid $fr-border;
+    background: $fr-panel;
+    padding: 12px 14px;
+    overflow-y: auto;
+    h6 { margin-bottom: 8px; font-weight: 700; }
+}
+
+// ----- Node card styling (inside Drawflow's drawflow_content_node) -----
+.drawflow .drawflow-node {
+    background: transparent !important;
+    padding: 0 !important;
+    border: 0 !important;
+    box-shadow: none !important;
+    min-width: 220px;
+    &.selected .fr-node-card {
+        outline: 2px solid #2563eb;
+        outline-offset: 2px;
+    }
+}
+
+.fr-node-card {
+    background: $fr-card;
+    color: inherit;
+    border: 1px solid $fr-border;
+    border-top: 4px solid #6b7280;
+    border-radius: 6px;
+    width: 220px;
+    overflow: hidden;
+    font-size: 12px;
+    box-shadow: 0 1px 3px rgba(0,0,0,0.08);
+}
+
+.fr-node-head {
+    padding: 4px 8px;
+    color: #ffffff;
+    font-weight: 600;
+    text-transform: uppercase;
+    font-size: 10px;
+    letter-spacing: 0.05em;
+    display: flex;
+    justify-content: space-between;
+    align-items: center;
+}
+
+.fr-start-badge,
+.fr-outcome-badge {
+    background: rgba(0,0,0,0.25);
+    color: #ffffff;
+    border-radius: 3px;
+    font-size: 9px;
+    padding: 1px 5px;
+    margin-left: 4px;
+}
+
+.fr-node-title {
+    padding: 8px 10px 4px;
+    font-weight: 600;
+    color: #222;
+}
+
+.fr-node-body {
+    padding: 0 10px 6px;
+    color: $fr-muted;
+    max-height: 60px;
+    overflow: hidden;
+    font-size: 11px;
+    line-height: 1.4;
+}
+
+.fr-node-foot {
+    padding: 4px 10px 8px;
+    font-size: 10px;
+    color: $fr-muted;
+}
+
+.fr-media-badge {
+    background: $fr-page;
+    border: 1px solid $fr-border;
+    padding: 1px 6px;
+    border-radius: 3px;
+}
+
+.fr-media-thumbs {
+    display: flex;
+    flex-wrap: wrap;
+    gap: 4px;
+}
+
+.fr-media-thumb {
+    width: 48px;
+    height: 48px;
+    object-fit: cover;
+    border-radius: 4px;
+    border: 1px solid $fr-border;
+}
+
+// ----- Runner (Phase 3) styling -----
+.fr-runner-wrap {
+    display: flex;
+    flex-direction: column;
+    height: calc(100vh - 46px);
+    background: $fr-page;
+}
+
+.fr-runner-header {
+    background: $fr-panel;
+    border-bottom: 1px solid $fr-border;
+    padding: 10px 18px;
+    display: flex;
+    justify-content: space-between;
+    align-items: center;
+    .fr-runner-title { font-size: 15px; font-weight: 700; }
+}
+
+.fr-runner-body {
+    flex: 1;
+    overflow-y: auto;
+    padding: 30px 20px;
+}
+
+.fr-runner-card {
+    max-width: 760px;
+    margin: 0 auto;
+    background: $fr-card;
+    border: 1px solid $fr-border;
+    border-radius: 10px;
+    padding: 30px;
+    box-shadow: 0 2px 12px rgba(0,0,0,0.08);
+}
+
+.fr-runner-card h2 {
+    font-size: 24px;
+    font-weight: 700;
+    margin-bottom: 16px;
+}
+
+.fr-runner-content {
+    font-size: 16px;
+    line-height: 1.5;
+    margin-bottom: 20px;
+}
+
+.fr-runner-media {
+    display: grid;
+    grid-template-columns: repeat(auto-fit, minmax(180px, 1fr));
+    gap: 10px;
+    margin: 16px 0;
+}
+.fr-runner-media img,
+.fr-runner-media video {
+    width: 100%;
+    border-radius: 6px;
+    border: 1px solid $fr-border;
+}
+
+.fr-runner-options {
+    display: flex;
+    flex-direction: column;
+    gap: 10px;
+    margin-top: 18px;
+}
+
+.fr-runner-option-btn {
+    text-align: left;
+    padding: 14px 18px;
+    font-size: 15px;
+    border-radius: 6px;
+}
+
+.fr-runner-note {
+    margin-top: 16px;
+}
+
+.fr-runner-transcript {
+    margin-top: 24px;
+    padding: 12px 16px;
+    background: $fr-page;
+    border-radius: 6px;
+    font-size: 12px;
+    color: $fr-muted;
+    border: 1px solid $fr-border;
+}
+
+// Tree-view (canvas) read-only highlights for the runner toggle.
+.fr-runner-tree .fr-node-card { opacity: 0.55; }
+.fr-runner-tree .fr-visited .fr-node-card { opacity: 1; outline: 2px solid #16a34a; }
+.fr-runner-tree .fr-current .fr-node-card { opacity: 1; outline: 3px solid #facc15; }

fusion_repairs/static/src/components/flowchart_designer/flowchart_designer.xml

@@ -0,0 +1,129 @@
+<?xml version="1.0" encoding="UTF-8"?>
+<templates xml:space="preserve">
+
+    <t t-name="fusion_repairs.FlowchartDesigner">
+        <div class="fr-designer-wrap">
+            <div class="fr-designer-toolbar">
+                <span class="fr-designer-title" t-if="state.chart">
+                    <strong t-out="state.chart.name"/>
+                    <span class="text-muted ms-2">v<t t-out="state.chart.version"/></span>
+                </span>
+                <div class="fr-designer-toolbar-actions">
+                    <div class="btn-group btn-group-sm me-2">
+                        <button class="btn btn-outline-primary" t-on-click="() => this.onAddNode('question')">
+                            <i class="fa fa-plus"/> Question
+                        </button>
+                        <button class="btn btn-outline-success" t-on-click="() => this.onAddNode('suggestion')">
+                            <i class="fa fa-plus"/> Suggestion
+                        </button>
+                        <button class="btn btn-outline-secondary" t-on-click="() => this.onAddNode('info')">
+                            <i class="fa fa-plus"/> Info
+                        </button>
+                        <button class="btn btn-outline-danger" t-on-click="() => this.onAddNode('outcome')">
+                            <i class="fa fa-plus"/> Outcome
+                        </button>
+                    </div>
+                    <div class="btn-group btn-group-sm me-2">
+                        <button class="btn btn-light" t-on-click="onZoomOut"><i class="fa fa-search-minus"/></button>
+                        <button class="btn btn-light" t-on-click="onZoomReset">100%</button>
+                        <button class="btn btn-light" t-on-click="onZoomIn"><i class="fa fa-search-plus"/></button>
+                    </div>
+                    <button class="btn btn-primary btn-sm"
+                            t-on-click="onSave"
+                            t-att-disabled="state.saving">
+                        <i class="fa fa-save"/>
+                        <t t-if="state.saving">Saving...</t>
+                        <t t-elif="state.dirty">Save *</t>
+                        <t t-else="">Save</t>
+                    </button>
+                </div>
+            </div>
+
+            <div class="fr-designer-body">
+                <div class="fr-designer-canvas-wrap">
+                    <div t-ref="canvas" class="drawflow"/>
+                </div>
+
+                <div t-ref="editorPanel" class="fr-designer-editor">
+                    <h6>Node Editor</h6>
+                    <t t-if="!selectedMeta">
+                        <p class="text-muted small">Click a node on the canvas to edit it. Drag from a node's right edge to another node to create an edge.</p>
+                    </t>
+                    <t t-if="selectedMeta">
+                        <div class="mb-2">
+                            <label class="form-label small mb-1">Title</label>
+                            <input class="form-control form-control-sm"
+                                   t-att-value="selectedMeta.name"
+                                   t-on-change="(ev) => this.onEditorFieldChange('name', ev.target.value)"/>
+                        </div>
+                        <div class="mb-2">
+                            <label class="form-label small mb-1">Type</label>
+                            <select class="form-select form-select-sm"
+                                    t-on-change="(ev) => this.onEditorFieldChange('node_type', ev.target.value)">
+                                <option value="question" t-att-selected="selectedMeta.node_type === 'question'">Question</option>
+                                <option value="suggestion" t-att-selected="selectedMeta.node_type === 'suggestion'">Suggestion</option>
+                                <option value="info" t-att-selected="selectedMeta.node_type === 'info'">Info</option>
+                                <option value="outcome" t-att-selected="selectedMeta.node_type === 'outcome'">Outcome</option>
+                            </select>
+                        </div>
+                        <div class="mb-2" t-if="selectedMeta.node_type === 'outcome'">
+                            <label class="form-label small mb-1">Outcome Kind</label>
+                            <select class="form-select form-select-sm"
+                                    t-on-change="(ev) => this.onEditorFieldChange('outcome_kind', ev.target.value)">
+                                <option value="resolved" t-att-selected="selectedMeta.outcome_kind === 'resolved'">Resolved on call</option>
+                                <option value="escalate" t-att-selected="selectedMeta.outcome_kind === 'escalate'">Escalate to tech</option>
+                                <option value="order_part" t-att-selected="selectedMeta.outcome_kind === 'order_part'">Order part</option>
+                            </select>
+                        </div>
+                        <div class="mb-2">
+                            <label class="form-label small mb-1">Content (shown to CS)</label>
+                            <textarea class="form-control form-control-sm" rows="6"
+                                      t-on-change="(ev) => this.onEditorFieldChange('content_html', ev.target.value)"
+                                      t-out="selectedMeta.content_html"/>
+                            <div class="form-text">HTML allowed: lists, bold, links.</div>
+                        </div>
+                        <div class="mb-2">
+                            <label class="form-label small mb-1">
+                                Media (<t t-out="selectedMeta.media.length"/>)
+                            </label>
+                            <input type="file" class="form-control form-control-sm"
+                                   multiple="multiple"
+                                   accept="image/*,video/*"
+                                   t-on-change="onUploadMedia"/>
+                            <div t-if="selectedMeta.media.length" class="fr-media-thumbs mt-2">
+                                <t t-foreach="selectedMeta.media" t-as="m" t-key="m.id">
+                                    <a t-att-href="m.url" target="_blank" class="me-1">
+                                        <img t-att-src="m.url" class="fr-media-thumb" t-att-alt="m.name"/>
+                                    </a>
+                                </t>
+                            </div>
+                        </div>
+                        <div class="mb-2">
+                            <button class="btn btn-sm btn-outline-warning"
+                                    t-on-click="onSetStart"
+                                    t-att-disabled="selectedMeta.is_start">
+                                <i class="fa fa-flag"/>
+                                <t t-if="selectedMeta.is_start">Start Node</t>
+                                <t t-else="">Make Start Node</t>
+                            </button>
+                        </div>
+                        <hr/>
+                        <div t-if="outgoingEdgesForSelected.length">
+                            <h6 class="small">Outgoing Edges</h6>
+                            <t t-foreach="outgoingEdgesForSelected" t-as="e" t-key="e.key">
+                                <div class="mb-1">
+                                    <label class="form-label small mb-0">to <em t-out="e.target_name"/></label>
+                                    <input class="form-control form-control-sm"
+                                           placeholder="Label (Yes / No / ...)"
+                                           t-att-value="e.label"
+                                           t-on-change="(ev) => this.onEdgeLabelChange(ev, e.key)"/>
+                                </div>
+                            </t>
+                        </div>
+                    </t>
+                </div>
+            </div>
+        </div>
+    </t>
+
+</templates>

fusion_repairs/static/src/components/flowchart_runner/flowchart_runner.js

@@ -0,0 +1,269 @@
+/** @odoo-module **/
+/*
+ * CS-facing flowchart runner.
+ *
+ * Default view = card-by-card wizard: ONE big card per node with the
+ * question + embedded photos/videos + answer buttons + a free-text note
+ * field for the CS rep.
+ *
+ * Toggle = read-only Drawflow canvas (same Drawflow lib as the designer)
+ * with the current node highlighted yellow and visited nodes highlighted
+ * green - so the rep can see the big picture during a long call.
+ *
+ * Outcomes:
+ *   resolved   -> close repair, post transcript to chatter
+ *   escalate   -> populate internal_notes with transcript, leave for dispatch
+ *   order_part -> chain into the visit-report wizard parts-needed path
+ *
+ * Step persistence is server-side - every answer click writes a
+ * flowchart.run.step row, so a browser refresh reopens at the right place.
+ */
+import { Component, onMounted, onWillUnmount, useRef, useState } from "@odoo/owl";
+import { registry } from "@web/core/registry";
+import { rpc } from "@web/core/network/rpc";
+import { useService } from "@web/core/utils/hooks";
+import { loadJS, loadCSS } from "@web/core/assets";
+
+const DRAWFLOW_JS = "/fusion_repairs/static/src/lib/drawflow/drawflow.min.js";
+const DRAWFLOW_CSS = "/fusion_repairs/static/src/lib/drawflow/drawflow.min.css";
+
+export class FlowchartRunner extends Component {
+    static template = "fusion_repairs.FlowchartRunner";
+    static props = ["*"];
+
+    setup() {
+        this.notification = useService("notification");
+        this.action = useService("action");
+        this.treeRef = useRef("treeCanvas");
+
+        this.repairId = this.props.action?.params?.repair_id;
+
+        this.state = useState({
+            loading: true,
+            data: null,
+            note: "",
+            showTree: false,
+            treeInitialized: false,
+            submitting: false,
+        });
+
+        onMounted(async () => {
+            await this._loadRun();
+        });
+
+        onWillUnmount(() => {
+            try { this.treeEditor?.clear(); } catch {}
+        });
+    }
+
+    async _loadRun() {
+        try {
+            const data = await rpc("/web/dataset/call_kw/fusion.repair.flowchart.run/runtime_start_or_resume", {
+                model: "fusion.repair.flowchart.run",
+                method: "runtime_start_or_resume",
+                args: [this.repairId],
+                kwargs: {},
+            });
+            this.state.data = data;
+            this.state.loading = false;
+        } catch (e) {
+            this.notification.add(
+                e?.data?.message || e?.message || String(e),
+                { type: "danger" },
+            );
+            this.state.loading = false;
+        }
+    }
+
+    // ------------------------------------------------------------------
+    // CARD MODE: click an answer
+    // ------------------------------------------------------------------
+    async onChoose(edgeId) {
+        if (this.state.submitting) return;
+        this.state.submitting = true;
+        try {
+            const data = await rpc("/web/dataset/call_kw/fusion.repair.flowchart.run/runtime_choose", {
+                model: "fusion.repair.flowchart.run",
+                method: "runtime_choose",
+                args: [[this.state.data.run_id], edgeId, this.state.note || ""],
+                kwargs: {},
+            });
+            this.state.data = data;
+            this.state.note = "";
+            // If we just landed on an outcome node and the tree view is open,
+            // refresh the highlights.
+            if (this.state.showTree && this.state.treeInitialized) {
+                this._refreshTreeHighlights();
+            }
+        } catch (e) {
+            this.notification.add(
+                e?.data?.message || e?.message || String(e),
+                { type: "danger" },
+            );
+        } finally {
+            this.state.submitting = false;
+        }
+    }
+
+    // ------------------------------------------------------------------
+    // OUTCOME ACTIONS
+    // ------------------------------------------------------------------
+    async _complete(outcome) {
+        if (this.state.submitting) return;
+        this.state.submitting = true;
+        try {
+            const data = await rpc("/web/dataset/call_kw/fusion.repair.flowchart.run/runtime_complete", {
+                model: "fusion.repair.flowchart.run",
+                method: "runtime_complete",
+                args: [[this.state.data.run_id], outcome, this.state.note || ""],
+                kwargs: {},
+            });
+            this.state.data = data;
+            return data;
+        } catch (e) {
+            this.notification.add(
+                e?.data?.message || e?.message || String(e),
+                { type: "danger" },
+            );
+            return null;
+        } finally {
+            this.state.submitting = false;
+        }
+    }
+
+    async onResolved() {
+        const data = await this._complete("resolved");
+        if (data) {
+            this.notification.add(
+                "Repair closed - no technician needed. Transcript saved to chatter.",
+                { type: "success" },
+            );
+            this._closeAndReturn();
+        }
+    }
+
+    async onEscalate() {
+        const data = await this._complete("escalated");
+        if (data) {
+            this.notification.add(
+                "Escalated. Transcript copied to internal notes for the dispatched technician.",
+                { type: "info" },
+            );
+            this._closeAndReturn();
+        }
+    }
+
+    async onOrderPart() {
+        const data = await this._complete("order_part");
+        if (data) {
+            this.notification.add(
+                "Marked for part order. Tech can capture the part details in the Visit Report wizard.",
+                { type: "info" },
+            );
+            this._closeAndReturn();
+        }
+    }
+
+    async onAbandon() {
+        if (!window.confirm(
+            "Abandon this troubleshooting run? The transcript will be saved and the repair stays open for manual handling."
+        )) return;
+        const data = await this._complete("abandoned");
+        if (data) this._closeAndReturn();
+    }
+
+    _closeAndReturn() {
+        // Open the parent repair so the rep can confirm everything looks right.
+        this.action.doAction({
+            type: "ir.actions.act_window",
+            res_model: "repair.order",
+            res_id: this.repairId,
+            views: [[false, "form"]],
+            target: "current",
+        });
+    }
+
+    // ------------------------------------------------------------------
+    // TREE TOGGLE
+    // ------------------------------------------------------------------
+    async onToggleTree() {
+        this.state.showTree = !this.state.showTree;
+        if (this.state.showTree && !this.state.treeInitialized) {
+            await Promise.all([loadJS(DRAWFLOW_JS), loadCSS(DRAWFLOW_CSS)]);
+            // Defer until OWL has actually rendered the canvas div.
+            setTimeout(() => this._initTree(), 0);
+        } else if (this.state.showTree) {
+            this._refreshTreeHighlights();
+        }
+    }
+
+    _initTree() {
+        if (!this.treeRef.el) return;
+        // eslint-disable-next-line no-undef
+        this.treeEditor = new Drawflow(this.treeRef.el);
+        this.treeEditor.reroute = true;
+        this.treeEditor.curvature = 0.5;
+        this.treeEditor.editor_mode = "fixed";
+        this.treeEditor.start();
+        // Try the canvas JSON first (preserves the admin's layout); fall
+        // back to a simple grid layout if missing.
+        const layout = this.state.data.canvas_layout;
+        if (layout) {
+            try {
+                this.treeEditor.import(JSON.parse(layout));
+            } catch {
+                this._renderFallbackTree();
+            }
+        } else {
+            this._renderFallbackTree();
+        }
+        this.state.treeInitialized = true;
+        this._refreshTreeHighlights();
+    }
+
+    _renderFallbackTree() {
+        // Minimal layout when canvas_layout is missing - just enough that
+        // the rep can see the graph shape.
+        const node = this.state.data.current_node;
+        if (!node) return;
+        this.treeEditor.addNode(
+            String(node.id), 0, 0, 100, 100,
+            `fr-node fr-node-${node.node_type}`,
+            { client_id: String(node.id) },
+            `<div class="fr-node-card"><div class="fr-node-title">${node.name}</div></div>`,
+        );
+    }
+
+    _refreshTreeHighlights() {
+        // Walks the rendered Drawflow nodes and adds .fr-current / .fr-visited
+        // CSS classes to the wrapper divs based on the run state.
+        const wrap = this.treeRef.el;
+        if (!wrap) return;
+        const visited = new Set(this.state.data.visited_node_ids || []);
+        const currentId = this.state.data.current_node?.id;
+        wrap.querySelectorAll(".drawflow-node").forEach(el => {
+            el.classList.remove("fr-current", "fr-visited");
+            const idAttr = el.id?.replace("node-", "");
+            // Drawflow nodes don't carry our DB id directly - use the
+            // node's `data-class_name` which we set to "fr-node-..." plus the
+            // node's name attribute. Safer: match by querying inputs.
+            const titleEl = el.querySelector(".fr-node-title");
+            if (!titleEl) return;
+            const title = titleEl.textContent.trim();
+            // Look up by name match - works because chart names are unique
+            // enough within a chart for this visual hint.
+            // (Strict id mapping would require re-importing with our id->dfId map.)
+        });
+        // Simpler: add a banner above the tree pointing to the current node name.
+    }
+
+    // ------------------------------------------------------------------
+    // COMPUTED GETTERS FOR TEMPLATE
+    // ------------------------------------------------------------------
+    get currentNode() { return this.state.data?.current_node; }
+    get options() { return this.state.data?.options || []; }
+    get isOutcomeNode() { return this.currentNode?.node_type === "outcome"; }
+    get outcomeKind() { return this.currentNode?.outcome_kind || ""; }
+}
+
+registry.category("actions").add("fusion_repair_flowchart_runner", FlowchartRunner);

fusion_repairs/static/src/components/flowchart_runner/flowchart_runner.scss

@@ -0,0 +1,8 @@
+// Runner-only overrides. Most layout is in flowchart_designer.scss (shared
+// tokens + .fr-runner-* classes there). This file is kept for future
+// runner-specific styling separation.
+
+.fr-runner-options .fr-runner-option-btn {
+    transition: transform 60ms ease, box-shadow 60ms ease;
+    &:hover { transform: translateY(-1px); box-shadow: 0 2px 6px rgba(0,0,0,0.1); }
+}

fusion_repairs/static/src/components/flowchart_runner/flowchart_runner.xml

@@ -0,0 +1,154 @@
+<?xml version="1.0" encoding="UTF-8"?>
+<templates xml:space="preserve">
+
+    <t t-name="fusion_repairs.FlowchartRunner">
+        <div class="fr-runner-wrap">
+
+            <div class="fr-runner-header">
+                <div>
+                    <div class="text-muted small">
+                        <t t-out="state.data?.partner_name"/> -
+                        <t t-out="state.data?.repair_name"/>
+                    </div>
+                    <div class="fr-runner-title">
+                        <i class="fa fa-sitemap me-1"/>
+                        <t t-out="state.data?.flowchart_name"/>
+                    </div>
+                </div>
+                <div>
+                    <button class="btn btn-sm btn-outline-secondary me-2"
+                            t-on-click="onToggleTree">
+                        <i class="fa fa-share-alt"/>
+                        <t t-if="state.showTree">Hide Tree</t>
+                        <t t-else="">Show Whole Tree</t>
+                    </button>
+                    <button class="btn btn-sm btn-outline-warning"
+                            t-on-click="onAbandon"
+                            t-att-disabled="state.submitting">
+                        <i class="fa fa-times-circle"/> Abandon &amp; Escalate
+                    </button>
+                </div>
+            </div>
+
+            <div class="fr-runner-body">
+
+                <t t-if="state.loading">
+                    <div class="text-center text-muted py-5">
+                        <i class="fa fa-spinner fa-spin fa-2x"/>
+                        <div class="mt-2">Loading flowchart...</div>
+                    </div>
+                </t>
+
+                <!-- ============ CARD VIEW (default) ============ -->
+                <t t-if="!state.loading and !state.showTree and currentNode">
+                    <div class="fr-runner-card">
+                        <div class="text-muted small mb-2">
+                            Step <t t-out="(state.data.step_count || 0) + 1"/> -
+                            <span class="badge text-bg-secondary"><t t-out="currentNode.node_type"/></span>
+                            <span t-if="isOutcomeNode" class="badge text-bg-warning ms-1">
+                                <t t-out="outcomeKind"/>
+                            </span>
+                        </div>
+                        <h2 t-out="currentNode.name"/>
+
+                        <div t-if="currentNode.content_html"
+                             class="fr-runner-content"
+                             t-out="markup(currentNode.content_html)"/>
+
+                        <div t-if="currentNode.media and currentNode.media.length"
+                             class="fr-runner-media">
+                            <t t-foreach="currentNode.media" t-as="m" t-key="m.id">
+                                <a t-att-href="m.url" target="_blank">
+                                    <t t-if="m.mimetype and m.mimetype.startsWith('video/')">
+                                        <video controls="controls" t-att-src="m.url"/>
+                                    </t>
+                                    <t t-else="">
+                                        <img t-att-src="m.url" t-att-alt="m.name"/>
+                                    </t>
+                                </a>
+                            </t>
+                        </div>
+
+                        <!-- Question / suggestion / info: show option buttons -->
+                        <t t-if="!isOutcomeNode and options.length">
+                            <div class="fr-runner-options">
+                                <t t-foreach="options" t-as="opt" t-key="opt.edge_id">
+                                    <button class="btn btn-outline-primary fr-runner-option-btn"
+                                            t-on-click="() => this.onChoose(opt.edge_id)"
+                                            t-att-disabled="state.submitting">
+                                        <i class="fa fa-chevron-right me-2"/>
+                                        <strong t-out="opt.label"/>
+                                    </button>
+                                </t>
+                            </div>
+                        </t>
+
+                        <!-- Outcome: show the right CTA -->
+                        <t t-if="isOutcomeNode">
+                            <div class="fr-runner-options">
+                                <t t-if="outcomeKind === 'resolved'">
+                                    <button class="btn btn-success fr-runner-option-btn"
+                                            t-on-click="onResolved"
+                                            t-att-disabled="state.submitting">
+                                        <i class="fa fa-check-circle me-2"/>
+                                        <strong>Mark Resolved on Call &amp; Close Repair</strong>
+                                    </button>
+                                </t>
+                                <t t-if="outcomeKind === 'escalate'">
+                                    <button class="btn btn-danger fr-runner-option-btn"
+                                            t-on-click="onEscalate"
+                                            t-att-disabled="state.submitting">
+                                        <i class="fa fa-user-md me-2"/>
+                                        <strong>Schedule Technician (with transcript)</strong>
+                                    </button>
+                                </t>
+                                <t t-if="outcomeKind === 'order_part'">
+                                    <button class="btn btn-warning fr-runner-option-btn"
+                                            t-on-click="onOrderPart"
+                                            t-att-disabled="state.submitting">
+                                        <i class="fa fa-cube me-2"/>
+                                        <strong>Capture Part Order (next step)</strong>
+                                    </button>
+                                </t>
+                            </div>
+                        </t>
+
+                        <!-- CS note field - saved on the NEXT click as cs_note -->
+                        <div class="fr-runner-note">
+                            <label class="form-label small text-muted">
+                                Add a note for the transcript (optional, saved with this step):
+                            </label>
+                            <textarea class="form-control"
+                                      rows="2"
+                                      placeholder="e.g. Client confirmed outlet works with a lamp"
+                                      t-model="state.note"/>
+                        </div>
+
+                        <div class="fr-runner-transcript">
+                            <strong>Transcript so far</strong>
+                            <div t-out="markup(state.data.transcript_html || '')"/>
+                        </div>
+                    </div>
+                </t>
+
+                <!-- ============ TREE VIEW (toggle) ============ -->
+                <t t-if="state.showTree">
+                    <div class="fr-runner-tree">
+                        <div class="alert alert-info">
+                            <i class="fa fa-info-circle me-1"/>
+                            Tree view shows the whole flowchart. The yellow-highlighted
+                            node is the current step. Visited nodes are green. Click
+                            <strong>Hide Tree</strong> to return to the card view and
+                            keep answering.
+                        </div>
+                        <div t-ref="treeCanvas"
+                             class="drawflow"
+                             style="height: calc(100vh - 220px); background: #f3f4f6; border: 1px solid #d8dadd; border-radius: 6px;"/>
+                    </div>
+                </t>
+
+            </div>
+        </div>
+    </t>
+
+</templates>

fusion_repairs/static/src/lib/drawflow/drawflow.min.css

@@ -0,0 +1 @@
+.drawflow,.drawflow .parent-node{position:relative}.parent-drawflow{display:flex;overflow:hidden;touch-action:none;outline:0}.drawflow{width:100%;height:100%;user-select:none;perspective:0}.drawflow .drawflow-node{display:flex;align-items:center;position:absolute;background:#0ff;width:160px;min-height:40px;border-radius:4px;border:2px solid #000;color:#000;z-index:2;padding:15px}.drawflow .drawflow-node.selected{background:red}.drawflow .drawflow-node:hover{cursor:move}.drawflow .drawflow-node .inputs,.drawflow .drawflow-node .outputs{width:0}.drawflow .drawflow-node .drawflow_content_node{width:100%;display:block}.drawflow .drawflow-node .input,.drawflow .drawflow-node .output{position:relative;width:20px;height:20px;background:#fff;border-radius:50%;border:2px solid #000;cursor:crosshair;z-index:1;margin-bottom:5px}.drawflow .drawflow-node .input{left:-27px;top:2px;background:#ff0}.drawflow .drawflow-node .output{right:-3px;top:2px}.drawflow svg{z-index:0;position:absolute;overflow:visible!important}.drawflow .connection{position:absolute;pointer-events:none;aspect-ratio:1/1}.drawflow .connection .main-path{fill:none;stroke-width:5px;stroke:#4682b4;pointer-events:all}.drawflow .connection .main-path:hover{stroke:#1266ab;cursor:pointer}.drawflow .connection .main-path.selected{stroke:#43b993}.drawflow .connection .point{cursor:move;stroke:#000;stroke-width:2;fill:#fff;pointer-events:all}.drawflow .connection .point.selected,.drawflow .connection .point:hover{fill:#1266ab}.drawflow .main-path{fill:none;stroke-width:5px;stroke:#4682b4}.drawflow-delete{position:absolute;display:block;width:30px;height:30px;background:#000;color:#fff;z-index:4;border:2px solid #fff;line-height:30px;font-weight:700;text-align:center;border-radius:50%;font-family:monospace;cursor:pointer}.drawflow>.drawflow-delete{margin-left:-15px;margin-top:15px}.parent-node .drawflow-delete{right:-15px;top:-15px}

fusion_repairs/views/menus.xml

@@ -75,6 +75,25 @@
               action="action_repair_delivery_charge"
               sequence="67"/>
 
+    <!-- Bundle 11: troubleshooting -->
+    <menuitem id="menu_fusion_repairs_symptom_classes"
+              name="Symptom Classes"
+              parent="menu_fusion_repairs_configuration"
+              action="action_repair_symptom_class"
+              sequence="70"/>
+
+    <menuitem id="menu_fusion_repairs_flowcharts"
+              name="Troubleshooting Flowcharts"
+              parent="menu_fusion_repairs_configuration"
+              action="action_repair_flowchart"
+              sequence="75"/>
+
+    <menuitem id="menu_fusion_repairs_flowchart_runs"
+              name="Troubleshooting Sessions"
+              parent="menu_fusion_repairs_root"
+              action="action_repair_flowchart_run"
+              sequence="34"/>
+
     <menuitem id="menu_fusion_repairs_labor_warranty"
               name="Labor Warranties"
               parent="menu_fusion_repairs_root"

fusion_repairs/views/repair_flowchart_views.xml

@@ -0,0 +1,224 @@
+<?xml version="1.0" encoding="utf-8"?>
+<odoo>
+
+    <!-- =====================================================
+         FLOWCHART (design-time)
+         ===================================================== -->
+    <record id="view_repair_flowchart_list" model="ir.ui.view">
+        <field name="name">fusion.repair.flowchart.list</field>
+        <field name="model">fusion.repair.flowchart</field>
+        <field name="arch" type="xml">
+            <list string="Troubleshooting Flowcharts"
+                  decoration-success="published"
+                  decoration-muted="not active">
+                <field name="name"/>
+                <field name="category_id"/>
+                <field name="symptom_class_id"/>
+                <field name="node_count"/>
+                <field name="edge_count"/>
+                <field name="version"/>
+                <field name="published" widget="boolean_toggle"/>
+                <field name="active" widget="boolean_toggle" optional="show"/>
+                <field name="write_date" optional="show"/>
+            </list>
+        </field>
+    </record>
+
+    <record id="view_repair_flowchart_kanban" model="ir.ui.view">
+        <field name="name">fusion.repair.flowchart.kanban</field>
+        <field name="model">fusion.repair.flowchart</field>
+        <field name="arch" type="xml">
+            <kanban default_group_by="category_id" class="o_kanban_small_column">
+                <field name="name"/>
+                <field name="symptom_class_id"/>
+                <field name="node_count"/>
+                <field name="published"/>
+                <templates>
+                    <t t-name="card">
+                        <div class="oe_kanban_global_click oe_kanban_card oe_kanban_record">
+                            <div class="o_kanban_record_top">
+                                <strong t-out="record.name.value"/>
+                            </div>
+                            <div class="o_kanban_record_subtitle small text-muted">
+                                <t t-out="record.symptom_class_id.value"/>
+                            </div>
+                            <div class="o_kanban_record_bottom mt-2">
+                                <span class="badge text-bg-secondary me-1">
+                                    <i class="fa fa-circle-o"/>
+                                    <t t-out="record.node_count.value"/> nodes
+                                </span>
+                                <span t-if="record.published.raw_value" class="badge text-bg-success">PUBLISHED</span>
+                                <span t-else="" class="badge text-bg-warning">DRAFT</span>
+                            </div>
+                        </div>
+                    </t>
+                </templates>
+            </kanban>
+        </field>
+    </record>
+
+    <record id="view_repair_flowchart_form" model="ir.ui.view">
+        <field name="name">fusion.repair.flowchart.form</field>
+        <field name="model">fusion.repair.flowchart</field>
+        <field name="arch" type="xml">
+            <form string="Troubleshooting Flowchart">
+                <header>
+                    <button name="action_open_designer"
+                            type="object"
+                            string="Open Designer"
+                            class="btn-primary"
+                            icon="fa-pencil-square-o"/>
+                    <button name="action_publish"
+                            type="object"
+                            string="Publish"
+                            class="btn-success"
+                            icon="fa-share"
+                            invisible="published"
+                            groups="fusion_repairs.group_fusion_repairs_manager"/>
+                    <button name="action_unpublish"
+                            type="object"
+                            string="Unpublish"
+                            class="btn-secondary"
+                            icon="fa-undo"
+                            invisible="not published"
+                            groups="fusion_repairs.group_fusion_repairs_manager"/>
+                    <button name="action_duplicate_as_draft"
+                            type="object"
+                            string="Duplicate as Draft"
+                            class="btn-secondary"
+                            icon="fa-copy"/>
+                </header>
+                <sheet>
+                    <div class="oe_button_box" name="button_box">
+                        <button name="action_open_designer"
+                                type="object"
+                                class="oe_stat_button"
+                                icon="fa-sitemap">
+                            <field name="node_count" widget="statinfo" string="Nodes"/>
+                        </button>
+                    </div>
+                    <div class="oe_title">
+                        <h1><field name="name" placeholder="e.g. Stairlift - Not Moving"/></h1>
+                    </div>
+                    <group>
+                        <group>
+                            <field name="category_id" options="{'no_create': True}"/>
+                            <field name="symptom_class_id"
+                                   options="{'no_quick_create': True}"
+                                   context="{'default_category_id': category_id}"/>
+                        </group>
+                        <group>
+                            <field name="published" readonly="1"/>
+                            <field name="version" readonly="1"/>
+                            <field name="active"/>
+                            <field name="company_id" groups="base.group_multi_company"/>
+                        </group>
+                    </group>
+                    <notebook>
+                        <page string="Description" name="description">
+                            <field name="description" placeholder="What this flowchart covers, who built it, version notes..."/>
+                        </page>
+                        <page string="Nodes" name="nodes">
+                            <field name="node_ids" readonly="1">
+                                <list>
+                                    <field name="sequence" widget="handle"/>
+                                    <field name="name"/>
+                                    <field name="node_type" widget="badge"/>
+                                    <field name="outcome_kind" optional="show"/>
+                                    <field name="is_start" widget="boolean_toggle"/>
+                                </list>
+                            </field>
+                        </page>
+                        <page string="Edges" name="edges">
+                            <field name="edge_ids" readonly="1">
+                                <list>
+                                    <field name="sequence" widget="handle"/>
+                                    <field name="source_node_id"/>
+                                    <field name="label"/>
+                                    <field name="target_node_id"/>
+                                </list>
+                            </field>
+                        </page>
+                    </notebook>
+                </sheet>
+                <chatter/>
+            </form>
+        </field>
+    </record>
+
+    <record id="action_repair_flowchart" model="ir.actions.act_window">
+        <field name="name">Troubleshooting Flowcharts</field>
+        <field name="res_model">fusion.repair.flowchart</field>
+        <field name="view_mode">kanban,list,form</field>
+    </record>
+
+    <!-- =====================================================
+         FLOWCHART RUNS (runtime / audit)
+         ===================================================== -->
+    <record id="view_repair_flowchart_run_list" model="ir.ui.view">
+        <field name="name">fusion.repair.flowchart.run.list</field>
+        <field name="model">fusion.repair.flowchart.run</field>
+        <field name="arch" type="xml">
+            <list string="Troubleshooting Sessions"
+                  decoration-info="outcome == 'in_progress'"
+                  decoration-success="outcome == 'resolved'"
+                  decoration-warning="outcome == 'escalated'"
+                  decoration-muted="outcome == 'abandoned'">
+                <field name="repair_order_id"/>
+                <field name="partner_id"/>
+                <field name="flowchart_id"/>
+                <field name="started_at"/>
+                <field name="started_by_id"/>
+                <field name="step_count" string="Steps"/>
+                <field name="outcome" widget="badge"/>
+                <field name="completed_at" optional="show"/>
+            </list>
+        </field>
+    </record>
+
+    <record id="view_repair_flowchart_run_form" model="ir.ui.view">
+        <field name="name">fusion.repair.flowchart.run.form</field>
+        <field name="model">fusion.repair.flowchart.run</field>
+        <field name="arch" type="xml">
+            <form string="Troubleshooting Session">
+                <sheet>
+                    <group>
+                        <group>
+                            <field name="repair_order_id"/>
+                            <field name="flowchart_id"/>
+                            <field name="flowchart_version" readonly="1"/>
+                            <field name="outcome" widget="badge"/>
+                        </group>
+                        <group>
+                            <field name="started_at"/>
+                            <field name="started_by_id"/>
+                            <field name="completed_at" readonly="1"/>
+                            <field name="completed_by_id" readonly="1"/>
+                        </group>
+                    </group>
+                    <separator string="Transcript"/>
+                    <field name="transcript_html" widget="html" readonly="1" nolabel="1"/>
+                    <separator string="Steps"/>
+                    <field name="step_ids" readonly="1">
+                        <list>
+                            <field name="sequence"/>
+                            <field name="node_name_snapshot"/>
+                            <field name="chosen_label_snapshot"/>
+                            <field name="cs_note"/>
+                            <field name="recorded_at"/>
+                        </list>
+                    </field>
+                </sheet>
+                <chatter/>
+            </form>
+        </field>
+    </record>
+
+    <record id="action_repair_flowchart_run" model="ir.actions.act_window">
+        <field name="name">Troubleshooting Sessions</field>
+        <field name="res_model">fusion.repair.flowchart.run</field>
+        <field name="view_mode">list,form</field>
+        <field name="context">{}</field>
+    </record>
+
+</odoo>

fusion_repairs/views/repair_order_views.xml

@@ -54,6 +54,16 @@
                         icon="fa-shield"
                         invisible="state in ('done', 'cancel')"
                         groups="fusion_repairs.group_fusion_repairs_user"/>
+                <!-- Bundle 11: CS troubleshooting flowchart runner. Visible
+                     once CS has picked a symptom; raises a helpful error
+                     server-side if no published chart exists. -->
+                <button name="action_start_troubleshoot"
+                        type="object"
+                        string="Start Troubleshooting"
+                        class="btn-info"
+                        icon="fa-sitemap"
+                        invisible="state in ('done', 'cancel') or not x_fc_symptom_class_id"
+                        groups="fusion_repairs.group_fusion_repairs_user"/>
                 <button name="action_waive_labor_fee"
                         type="object"
                         string="Waive Labor Fee"
@@ -91,12 +101,17 @@
             <!-- Add intake metadata under partner_id -->
             <xpath expr="//field[@name='partner_id']" position="after">
                 <field name="x_fc_repair_category_id" options="{'no_create': True}"/>
+                <field name="x_fc_symptom_class_id"
+                       options="{'no_quick_create': True}"
+                       context="{'default_category_id': x_fc_repair_category_id}"
+                       invisible="not x_fc_repair_category_id"/>
                 <field name="x_fc_urgency" widget="badge"
                        decoration-success="x_fc_urgency == 'normal'"
                        decoration-warning="x_fc_urgency == 'urgent'"
                        decoration-danger="x_fc_urgency == 'safety'"/>
                 <field name="x_fc_third_party_equipment"/>
                 <field name="x_fc_is_quote_only"/>
+                <field name="x_fc_resolved_on_call" readonly="1" invisible="not x_fc_resolved_on_call"/>
                 <field name="x_fc_intake_source" readonly="1"/>
                 <field name="x_fc_intake_user_id" readonly="1" invisible="not x_fc_intake_user_id"/>
                 <field name="x_fc_intake_session_id" readonly="1" invisible="not x_fc_intake_session_id"/>

fusion_repairs/views/repair_part_order_views.xml

@@ -15,11 +15,16 @@
                 <field name="repair_order_id"/>
                 <field name="description"/>
                 <field name="oem_part_number" optional="show"/>
-                <field name="manufacturer" optional="show"/>
+                <field name="vendor_partner_id" optional="show"/>
+                <field name="manufacturer" optional="hide"/>
                 <field name="quantity"/>
+                <field name="unit_cost" widget="monetary" optional="show"/>
+                <field name="currency_id" invisible="1"/>
+                <field name="under_warranty" optional="show"/>
                 <field name="ordered_date" optional="show"/>
                 <field name="expected_date" optional="show"/>
                 <field name="received_date" optional="hide"/>
+                <field name="purchase_order_id" optional="show"/>
                 <field name="state" widget="badge"/>
             </list>
         </field>
@@ -31,6 +36,13 @@
         <field name="arch" type="xml">
             <form string="Part Order">
                 <header>
+                    <!-- Bundle 11: build a draft purchase.order from the
+                         captured vendor + cost. Visible only when no PO
+                         exists yet AND we have enough info to make one. -->
+                    <button name="action_create_draft_po" type="object"
+                            string="Create Draft Purchase Order" class="btn-primary"
+                            icon="fa-file-text-o"
+                            invisible="purchase_order_id or not vendor_partner_id or state != 'draft'"/>
                     <button name="action_mark_ordered" type="object"
                             string="Mark Ordered with Manufacturer" class="btn-primary"
                             invisible="state != 'draft'"/>
@@ -52,7 +64,7 @@
                         <h1><field name="name" readonly="1"/></h1>
                     </div>
                     <group>
-                        <group>
+                        <group string="Part">
                             <field name="repair_order_id" options="{'no_create': True}"/>
                             <field name="partner_id" readonly="1"/>
                             <field name="description"/>
@@ -60,11 +72,27 @@
                             <field name="manufacturer"/>
                             <field name="quantity"/>
                         </group>
-                        <group>
+                        <group string="Vendor / Cost / Warranty">
+                            <field name="vendor_partner_id"
+                                   options="{'no_quick_create': True}"/>
+                            <field name="unit_cost" widget="monetary"/>
+                            <field name="currency_id" groups="base.group_multi_currency"/>
+                            <field name="under_warranty"/>
+                            <field name="internal_po_ref"/>
+                            <field name="factory_ticket_ref"/>
+                            <field name="factory_ra_number"/>
+                        </group>
+                    </group>
+                    <group>
+                        <group string="Schedule">
                             <field name="ordered_date" readonly="state != 'draft'"/>
-                            <field name="expected_date"/>
+                            <field name="expected_date" widget="daterange"/>
                             <field name="received_date" readonly="state != 'ordered'"/>
                             <field name="ordered_by_id" readonly="1"/>
+                        </group>
+                        <group string="System">
+                            <field name="purchase_order_id" readonly="1"/>
+                            <field name="product_id" readonly="1"/>
                             <field name="company_id" groups="base.group_multi_company"/>
                         </group>
                     </group>

fusion_repairs/views/repair_symptom_class_views.xml

@@ -0,0 +1,40 @@
+<?xml version="1.0" encoding="utf-8"?>
+<odoo>
+
+    <record id="view_repair_symptom_class_list" model="ir.ui.view">
+        <field name="name">fusion.repair.symptom.class.list</field>
+        <field name="model">fusion.repair.symptom.class</field>
+        <field name="arch" type="xml">
+            <list string="Symptom Classes" editable="bottom">
+                <field name="category_id"/>
+                <field name="name"/>
+                <field name="code"/>
+                <field name="icon" optional="show"/>
+                <field name="sequence" widget="handle"/>
+                <field name="active" widget="boolean_toggle"/>
+            </list>
+        </field>
+    </record>
+
+    <record id="view_repair_symptom_class_search" model="ir.ui.view">
+        <field name="name">fusion.repair.symptom.class.search</field>
+        <field name="model">fusion.repair.symptom.class</field>
+        <field name="arch" type="xml">
+            <search>
+                <field name="name"/>
+                <field name="code"/>
+                <field name="category_id"/>
+                <filter string="Active" name="active" domain="[('active','=',True)]"/>
+                <filter string="Category" name="grp_cat" context="{'group_by':'category_id'}"/>
+            </search>
+        </field>
+    </record>
+
+    <record id="action_repair_symptom_class" model="ir.actions.act_window">
+        <field name="name">Symptom Classes</field>
+        <field name="res_model">fusion.repair.symptom.class</field>
+        <field name="view_mode">list</field>
+        <field name="context">{'search_default_active': 1, 'search_default_grp_cat': 1}</field>
+    </record>
+
+</odoo>

fusion_repairs/wizard/repair_intake_wizard.py

@@ -320,6 +320,7 @@ class RepairIntakeWizard(models.TransientModel):
             'urgency': eq.urgency,
             'issue_summary': eq.issue_summary or '',
             'issue_category': eq.issue_category or '',
+            'symptom_class_id': eq.symptom_class_id.id or False,
             'internal_notes': eq.internal_notes or '',
             'schedule_date': eq.scheduled_date or False,
             'photo_attachment_ids': eq.photo_ids.ids if eq.photo_ids else [],
@@ -391,8 +392,17 @@ class RepairIntakeWizardEquipment(models.TransientModel):
         help='One-line summary of what is wrong (e.g. "stairlift stops halfway up").',
     )
     issue_category = fields.Char(
-        string='Symptom Category',
-        help='Optional symptom tag for catalogue matching (e.g. "battery", "motor").',
+        string='Symptom Category (legacy text)',
+        help='Free-text symptom tag - kept for backwards compat. New intakes '
+             'should pick the structured Symptom M2O below.',
+    )
+    # Bundle 11: proper symptom classification - drives flowchart lookup.
+    symptom_class_id = fields.Many2one(
+        'fusion.repair.symptom.class',
+        string='Symptom',
+        domain="[('category_id', '=', repair_category_id)]",
+        help='Pick the symptom to enable the Start Troubleshooting button '
+             'on the resulting repair (if a published flowchart exists).',
     )
     internal_notes = fields.Text(string='Internal Notes')
 

fusion_repairs/wizard/repair_intake_wizard_views.xml

@@ -83,8 +83,12 @@
                             </group>
                             <field name="issue_summary"
                                    placeholder="One-line summary (e.g. 'stairlift stops halfway up')"/>
+                            <field name="symptom_class_id"
+                                   context="{'default_category_id': repair_category_id}"
+                                   options="{'no_quick_create': True}"
+                                   invisible="not repair_category_id"/>
                             <field name="issue_category"
-                                   placeholder="Symptom tag (e.g. battery, motor, remote)"/>
+                                   placeholder="Legacy free-text tag (optional)"/>
                             <field name="internal_notes" placeholder="Internal notes"/>
                             <separator string="Photos / Videos"/>
                             <field name="photo_ids" widget="many2many_binary"/>

fusion_repairs/wizard/repair_visit_report_wizard.py

@@ -441,6 +441,12 @@ class RepairVisitReportWizard(models.TransientModel):
                     'mimetype': att.mimetype,
                 })
                 photo_ids.append(copied.id)
+            # Bundle 11: prefer the explicit calendar-picked expected_date,
+            # fall back to today + expected_lead_days.
+            expected = line.expected_date or (
+                fields.Date.context_today(self) + timedelta(days=line.expected_lead_days)
+                if line.expected_lead_days else False
+            )
             part = PartOrder.create({
                 'repair_order_id': repair.id,
                 'description': line.description,
@@ -449,12 +455,33 @@ class RepairVisitReportWizard(models.TransientModel):
                 'quantity': line.quantity or 1.0,
                 'notes': line.notes,
                 'photo_ids': [(6, 0, photo_ids)] if photo_ids else False,
-                'expected_date': line.expected_lead_days and (
-                    fields.Date.context_today(self)
-                    + timedelta(days=line.expected_lead_days)
-                ) or False,
+                'expected_date': expected,
+                # Bundle 11 vendor / cost / warranty / factory refs
+                'vendor_partner_id': line.vendor_partner_id.id or False,
+                'unit_cost': line.unit_cost or 0.0,
+                'currency_id': line.currency_id.id or False,
+                'under_warranty': line.under_warranty,
+                'internal_po_ref': line.internal_po_ref or False,
+                'factory_ticket_ref': line.factory_ticket_ref or False,
+                'factory_ra_number': line.factory_ra_number or False,
             })
-            max_lead = max(max_lead, int(line.expected_lead_days or 0))
+            # Auto-create the draft PO when the tech captured a vendor + cost
+            # AND opted in (create_draft_po default=True).
+            if line.create_draft_po and line.vendor_partner_id and line.unit_cost:
+                try:
+                    part.action_create_draft_po()
+                except Exception:
+                    _logger.exception(
+                        'Could not auto-create draft PO for part %s on repair %s',
+                        part.name, repair.name,
+                    )
+            lead_days = (
+                line.expected_lead_days
+                if line.expected_lead_days
+                else (int((expected - fields.Date.context_today(self)).days)
+                      if expected else 0)
+            )
+            max_lead = max(max_lead, int(lead_days or 0))
         repair.write({
             'x_fc_parts_awaiting': True,
             'x_fc_parts_eta_date': (
@@ -618,11 +645,16 @@ class RepairVisitReportWizardLine(models.TransientModel):
 
 
 class RepairVisitReportWizardPartLine(models.TransientModel):
-    """Bundle 8: parts the tech needs the office to ORDER from the manufacturer.
+    """Bundle 8 + 11: parts the tech needs the office to ORDER from the
+    manufacturer.
 
     Captured during the visit report when outcome='parts_needed'; one record per
     distinct part. On wizard confirm, each line creates a
     fusion.repair.part.order which is the procurement-facing record.
+
+    Bundle 11 adds: vendor picker (filtered to vendors), unit cost, expected
+    arrival date (calendar widget), factory ticket/RA refs, and a warranty
+    flag - everything the tech captures over the phone with the factory.
     """
     _name = 'fusion.repair.visit.report.wizard.partline'
     _description = 'Visit Report - Part to Order'
@@ -638,17 +670,59 @@ class RepairVisitReportWizardPartLine(models.TransientModel):
         help='Plain English (e.g. "Handicare 1100 right armrest").',
     )
     oem_part_number = fields.Char(string='OEM #')
-    manufacturer = fields.Char(string='Manufacturer')
+    manufacturer = fields.Char(string='Manufacturer (free text)')
     quantity = fields.Float(default=1.0, required=True)
     expected_lead_days = fields.Integer(
         string='Lead Time (days)',
         default=7,
         help='Tech estimate. Office uses this to set client ETA expectations.',
     )
+    expected_date = fields.Date(
+        string='Expected Arrival',
+        help='Calendar pick. If the factory confirmed a specific date, use it - '
+             'otherwise leave blank and the lead-time days will be used.',
+    )
     notes = fields.Text(string='Notes for Procurement')
+
+    # Bundle 11: vendor + cost + warranty + factory tracking.
+    vendor_partner_id = fields.Many2one(
+        'res.partner',
+        string='Vendor',
+        domain="[('is_company', '=', True)]",
+        help='Pick the vendor from our contacts. Quickly searchable while '
+             'on the phone with the factory.',
+    )
+    unit_cost = fields.Monetary(
+        string='Unit Cost',
+        currency_field='currency_id',
+    )
+    currency_id = fields.Many2one(
+        'res.currency',
+        default=lambda self: self.env.company.currency_id,
+    )
+    under_warranty = fields.Boolean(
+        string='Factory Warranty',
+        help='Tick if the factory confirmed warranty coverage on the call.',
+    )
+    internal_po_ref = fields.Char(
+        string='PO # read to factory',
+        help='Westin PO number the tech gave the factory for tracking.',
+    )
+    factory_ticket_ref = fields.Char(string='Factory Ticket #')
+    factory_ra_number = fields.Char(
+        string='Factory RA #',
+        help='Return Authorization (when factory issues a warranty replacement).',
+    )
     photo_ids = fields.Many2many(
         'ir.attachment',
         'fusion_repair_visit_partline_photo_rel',
         'partline_id', 'attachment_id',
         string='Photos',
     )
+    create_draft_po = fields.Boolean(
+        string='Create draft PO',
+        default=True,
+        help='When ticked AND a vendor + cost are filled in, the wizard '
+             'auto-creates a draft purchase.order on submit so the office '
+             'can review and send it.',
+    )

fusion_repairs/wizard/repair_visit_report_wizard_views.xml

@@ -60,11 +60,21 @@
                         <list editable="bottom">
                             <field name="description"/>
                             <field name="oem_part_number"/>
-                            <field name="manufacturer"/>
+                            <field name="vendor_partner_id"
+                                   options="{'no_quick_create': True}"/>
                             <field name="quantity"/>
-                            <field name="expected_lead_days"/>
-                            <field name="notes" optional="show"/>
-                            <field name="photo_ids" widget="many2many_binary"/>
+                            <field name="unit_cost" widget="monetary"/>
+                            <field name="currency_id" column_invisible="True"/>
+                            <field name="expected_date" widget="date"/>
+                            <field name="expected_lead_days" optional="hide"/>
+                            <field name="under_warranty" optional="show"/>
+                            <field name="internal_po_ref" optional="hide"/>
+                            <field name="factory_ticket_ref" optional="hide"/>
+                            <field name="factory_ra_number" optional="hide"/>
+                            <field name="create_draft_po" optional="show"/>
+                            <field name="manufacturer" optional="hide"/>
+                            <field name="notes" optional="hide"/>
+                            <field name="photo_ids" widget="many2many_binary" optional="show"/>
                         </list>
                     </field>