fix(fusion_helpdesk): close IDOR + reliability gaps from code review

- P0 IDOR: escape LIKE wildcards in build_scope_domain + normalise emails (email_normalize) on both write and scope sides, so a self-set email of '%' can no longer match every ticket in a deployment (+2 regression tests).
- Convert XML-RPC ProtocolError (central 502/503/429) to _RemoteError instead of a raw 500.
- _resolve_author: log + post as service account on failure instead of silently impersonating the ticket customer.
- _mark_seen now best-effort (runs after the remote post) so a bookkeeping failure can't report a successful reply as failed (no duplicate replies).
- Attachment loop catches network errors + reports failed count (no duplicate-ticket trap); dialog surfaces failures.
- console.error in JS catches for diagnosability.

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

docs/superpowers/plans/2026-05-27-fusion-helpdesk-customer-followup.md

@@ -0,0 +1,477 @@
+# Fusion Helpdesk — Customer Follow-up & Embedded Inbox Implementation Plan
+
+> **For agentic workers:** REQUIRED SUB-SKILL: Use superpowers:subagent-driven-development (recommended) or superpowers:executing-plans to implement this plan task-by-task. Steps use checkbox (`- [ ]`) syntax for tracking.
+
+**Goal:** Attach real customer identity to every helpdesk ticket and give client-deployment staff an in-app ticket inbox (read replies + follow up without leaving their Odoo), while external customers use the native Enterprise portal + magic link.
+
+**Architecture:** Keystone = pass `partner_email`/`partner_name`/`x_fc_client_label` in the ticket-create payload; native helpdesk then creates the partner + subscribes the follower. Client module (`fusion_helpdesk`) gains read/reply RPC endpoints + a tabbed dialog + unread badge, all scoped server-side by the logged-in user's identity. Central module (`fusion_helpdesk_central`) adds the `x_fc_client_label` field + a branded acknowledgement email.
+
+**Tech Stack:** Odoo 19 (Enterprise on central, Community on client deployments), Python 3.11, OWL 2, XML-RPC client→central, `helpdesk` (Enterprise), `portal.mixin`, `mail.thread.cc`.
+
+**Spec:** `docs/superpowers/specs/2026-05-27-fusion-helpdesk-customer-followup-design.md`
+
+**Testability note:** `fusion_helpdesk` depends only on base/web/mail → installable + testable on local Community (`odoo-modsdev-app`, DB `modsdev`). Pure logic (scope-domain, message filtering, vals builder, unread math) is extracted into `fusion_helpdesk/utils.py` and unit-tested with no live remote. `fusion_helpdesk_central` depends on `helpdesk` (Enterprise) → install/test on the deploy target (odoo-nexa) or odoo-trial.
+
+---
+
+## File Structure
+
+**`fusion_helpdesk` (client)**
+- `utils.py` *(new)* — pure helpers: `build_scope_domain`, `is_public_message`, `build_ticket_vals`, `compute_unread_count`. No Odoo env needed → trivially unit-testable.
+- `controllers/main.py` *(modify)* — keystone payload in `submit()`; new endpoints `my_tickets`, `ticket_detail`, `ticket_reply`, `unread_count`; a mockable `_rpc(model, method, args, kw)` seam.
+- `models/__init__.py`, `models/fusion_helpdesk_ticket_seen.py` *(new)* — `fusion.helpdesk.ticket.seen` read-tracking model.
+- `security/ir.model.access.csv` *(modify)* — ACL for the seen model.
+- `security/fusion_helpdesk_groups.xml` *(new)* — `group_reporter_admin`.
+- `static/src/js/fusion_helpdesk_dialog.js` *(modify)* — tabs (New / My Tickets), list, thread, reply.
+- `static/src/xml/fusion_helpdesk_dialog.xml` *(modify)* — tab markup + list/thread/reply templates + confirmed-email field.
+- `static/src/js/fusion_helpdesk_systray.js` *(modify)* — unread badge.
+- `static/src/xml/fusion_helpdesk_systray.xml` *(modify)* — badge markup.
+- `static/src/scss/fusion_helpdesk.scss` *(modify)* — tab/list/thread/badge styles.
+- `tests/__init__.py`, `tests/test_utils.py`, `tests/test_seen.py` *(new)*.
+- `__manifest__.py` *(modify)* — version bump, register groups XML + tests dir + new model.
+
+**`fusion_helpdesk_central` (central)**
+- `models/__init__.py`, `models/helpdesk_ticket.py` *(new)* — inherit `helpdesk.ticket`, add `x_fc_client_label`.
+- `views/helpdesk_ticket_views.xml` *(new)* — list column + search filter for `x_fc_client_label`.
+- `data/mail_template_ack.xml` *(new)* — branded acknowledgement template.
+- `data/helpdesk_ack_automation.xml` *(new)* OR create-override in `helpdesk_ticket.py` — send ack on create.
+- `tests/__init__.py`, `tests/test_identity.py` *(new)* — partner resolution + follower + label.
+- `__manifest__.py` *(modify)* — version bump, register models/views/data/tests.
+
+---
+
+## Phase 1 — Keystone identity
+
+### Task 1: Pure `build_ticket_vals` helper (client)
+
+**Files:** Create `fusion_helpdesk/utils.py`; Test `fusion_helpdesk/tests/test_utils.py`
+
+- [ ] **Step 1: Write failing test**
+```python
+# fusion_helpdesk/tests/test_utils.py
+from odoo.tests import TransactionCase, tagged
+from odoo.addons.fusion_helpdesk.utils import build_ticket_vals
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk')
+class TestBuildTicketVals(TransactionCase):
+    def test_identity_fields_present(self):
+        vals = build_ticket_vals(
+            kind='bug', subject='X', body_html='<p>b</p>',
+            team_id=1, client_label='ENTECH',
+            reporter_name='John Doe', reporter_email='john@entech.com',
+            company_name='ENTECH Inc',
+        )
+        self.assertEqual(vals['partner_email'], 'john@entech.com')
+        self.assertEqual(vals['partner_name'], 'John Doe')
+        self.assertEqual(vals['x_fc_client_label'], 'ENTECH')
+        self.assertEqual(vals['partner_company_name'], 'ENTECH Inc')
+        self.assertEqual(vals['team_id'], 1)
+        self.assertIn('X', vals['name'])
+
+    def test_no_email_omits_partner_email(self):
+        vals = build_ticket_vals(
+            kind='feature', subject='Y', body_html='<p>b</p>',
+            team_id=False, client_label='', reporter_name='Jane',
+            reporter_email='', company_name='',
+        )
+        self.assertNotIn('partner_email', vals)       # never send empty email
+        self.assertNotIn('team_id', vals)             # omit falsy team
+        self.assertEqual(vals['partner_name'], 'Jane')
+```
+
+- [ ] **Step 2: Run — expect ImportError/FAIL**
+Run: `docker exec odoo-modsdev-app odoo -d modsdev --test-enable --test-tags /fusion_helpdesk -u fusion_helpdesk --stop-after-init --http-port=0 --gevent-port=0 2>&1 | tail -30`
+
+- [ ] **Step 3: Implement `build_ticket_vals`**
+```python
+# fusion_helpdesk/utils.py
+"""Pure helpers for fusion_helpdesk — no Odoo env, unit-testable in isolation."""
+
+def build_ticket_vals(kind, subject, body_html, team_id, client_label,
+                      reporter_name, reporter_email, company_name):
+    """Construct helpdesk.ticket create vals. Identity fields drive native
+    partner find-or-create + follower subscription on the central Odoo."""
+    kind_label = 'Bug Report' if kind == 'bug' else 'Feature Request'
+    prefix = ('[%s] ' % client_label) if client_label else ''
+    vals = {
+        'name': '%s%s: %s' % (prefix, kind_label, subject or '(untitled)'),
+        'description': body_html,
+        'partner_name': reporter_name or '',
+    }
+    if team_id:
+        vals['team_id'] = team_id
+    if reporter_email:
+        vals['partner_email'] = reporter_email
+    if company_name:
+        vals['partner_company_name'] = company_name
+    if client_label:
+        vals['x_fc_client_label'] = client_label
+    return vals
+```
+
+- [ ] **Step 4: Run — expect PASS** (same command as Step 2)
+- [ ] **Step 5: Commit** `git add fusion_helpdesk/utils.py fusion_helpdesk/tests/ && git commit -m "feat(fusion_helpdesk): pure build_ticket_vals helper (identity keystone)"`
+
+### Task 2: Wire keystone into `submit()` (client)
+
+**Files:** Modify `fusion_helpdesk/controllers/main.py`
+
+- [ ] **Step 1:** In `submit()`, accept new arg `reply_email=None`. Replace the inline `ticket_vals` block with:
+```python
+from odoo.addons.fusion_helpdesk.utils import build_ticket_vals
+# ...
+user = request.env.user
+reporter_email = (reply_email or user.email or user.login or '').strip()
+body_html = '\n'.join(body_parts)
+ticket_vals = build_ticket_vals(
+    kind=kind, subject=subject, body_html=body_html,
+    team_id=cfg['team_id'], client_label=cfg['client_label'],
+    reporter_name=user.name, reporter_email=reporter_email,
+    company_name=request.env.company.name,
+)
+```
+- [ ] **Step 2:** Keep the existing create + attachment + return logic. Verify `_build_diag_block` still appends.
+- [ ] **Step 3: Manual sanity** — `docker exec odoo-modsdev-app odoo -d modsdev -u fusion_helpdesk --stop-after-init 2>&1 | tail -20` (module upgrades clean).
+- [ ] **Step 4: Commit** `git commit -am "feat(fusion_helpdesk): send partner identity in ticket payload"`
+
+### Task 3: `x_fc_client_label` field on central
+
+**Files:** Create `fusion_helpdesk_central/models/__init__.py`, `models/helpdesk_ticket.py`; Modify `__init__.py`, `__manifest__.py`
+
+- [ ] **Step 1: Write failing test** (runs on Enterprise env)
+```python
+# fusion_helpdesk_central/tests/test_identity.py
+from odoo.tests import TransactionCase, tagged
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk_central')
+class TestTicketIdentity(TransactionCase):
+    def test_label_field_and_partner_resolution(self):
+        team = self.env['helpdesk.team'].search([], limit=1)
+        t = self.env['helpdesk.ticket'].create({
+            'name': 'T1', 'team_id': team.id,
+            'partner_email': 'newperson@example.com',
+            'partner_name': 'New Person',
+            'x_fc_client_label': 'ENTECH',
+        })
+        self.assertEqual(t.x_fc_client_label, 'ENTECH')
+        self.assertTrue(t.partner_id, "native create should resolve partner from email")
+        self.assertIn(t.partner_id, t.message_partner_ids, "customer should be a follower")
+```
+
+- [ ] **Step 2: Implement field**
+```python
+# fusion_helpdesk_central/models/helpdesk_ticket.py
+from odoo import fields, models
+
+class HelpdeskTicket(models.Model):
+    _inherit = 'helpdesk.ticket'
+
+    x_fc_client_label = fields.Char(
+        string='Client Deployment', index=True, copy=False,
+        help='Deployment tag (e.g. ENTECH) set by the in-app reporter. '
+             'Scopes the embedded "My Tickets" inbox per client.',
+    )
+```
+```python
+# fusion_helpdesk_central/models/__init__.py
+from . import helpdesk_ticket
+```
+- [ ] **Step 3:** `fusion_helpdesk_central/__init__.py` → add `from . import models`. `__manifest__.py` → `version` bump to `19.0.1.1.0`, add `'models'` import is implicit; add `views/helpdesk_ticket_views.xml` to `data`, add `tests` discovery (automatic).
+- [ ] **Step 4: Run on Enterprise** (deferred to Phase 6 deploy; can't run on local Community).
+- [ ] **Step 5: Commit** `git commit -am "feat(fusion_helpdesk_central): x_fc_client_label on helpdesk.ticket"`
+
+### Task 4: Backend list/search exposure (central)
+
+**Files:** Create `fusion_helpdesk_central/views/helpdesk_ticket_views.xml`
+- [ ] **Step 1:** Inherit the helpdesk ticket list + search to add `x_fc_client_label` (column `optional="show"`, search field + a group-by). Use `group_ids` not `groups_id` if gating (none needed here).
+```xml
+<odoo>
+  <record id="fhc_ticket_list_label" model="ir.ui.view">
+    <field name="name">fhc.helpdesk.ticket.list.label</field>
+    <field name="model">helpdesk.ticket</field>
+    <field name="inherit_id" ref="helpdesk.helpdesk_ticket_view_tree"/>
+    <field name="arch" type="xml">
+      <field name="partner_id" position="after">
+        <field name="x_fc_client_label" optional="show"/>
+      </field>
+    </field>
+  </record>
+  <record id="fhc_ticket_search_label" model="ir.ui.view">
+    <field name="name">fhc.helpdesk.ticket.search.label</field>
+    <field name="model">helpdesk.ticket</field>
+    <field name="inherit_id" ref="helpdesk.helpdesk_tickets_view_search"/>
+    <field name="arch" type="xml">
+      <field name="partner_id" position="after">
+        <field name="x_fc_client_label"/>
+        <filter string="Client Deployment" name="group_client_label"
+                context="{'group_by': 'x_fc_client_label'}"/>
+      </field>
+    </field>
+  </record>
+</odoo>
+```
+> NOTE at execution: verify the exact `inherit_id` external IDs by reading the live views (`helpdesk.helpdesk_ticket_view_tree`, `helpdesk.helpdesk_tickets_view_search`) on odoo-nexa — names differ across versions. Adjust before install.
+- [ ] **Step 2: Commit** `git commit -am "feat(fusion_helpdesk_central): expose client label in ticket views"`
+
+---
+
+## Phase 2 — Read APIs + scoping (client)
+
+### Task 5: Pure scoping + message-filter + unread helpers
+
+**Files:** Modify `fusion_helpdesk/utils.py`; Modify `fusion_helpdesk/tests/test_utils.py`
+
+- [ ] **Step 1: Write failing tests**
+```python
+from odoo.addons.fusion_helpdesk.utils import (
+    build_scope_domain, is_public_message, compute_unread_count)
+
+def test_regular_scope_binds_email_and_label(self):
+    dom = build_scope_domain(label='ENTECH', email='john@entech.com', is_admin=False)
+    self.assertIn(('x_fc_client_label', '=', 'ENTECH'), dom)
+    self.assertIn(('partner_email', '=ilike', 'john@entech.com'), dom)
+
+def test_admin_scope_binds_label_only(self):
+    dom = build_scope_domain(label='ENTECH', email='a@entech.com', is_admin=True)
+    self.assertIn(('x_fc_client_label', '=', 'ENTECH'), dom)
+    self.assertFalse(any(t[0] == 'partner_email' for t in dom))
+
+def test_admin_still_bounded_by_label(self):
+    # label is ALWAYS present — no cross-deployment leakage
+    self.assertTrue(build_scope_domain('ENTECH', 'a@x', True))
+
+def test_internal_note_is_not_public(self):
+    self.assertFalse(is_public_message({'subtype_is_internal': True}))
+    self.assertTrue(is_public_message({'subtype_is_internal': False}))
+
+def test_unread_count(self):
+    tickets = [{'id': 1, 'last_support_msg_id': 10},
+               {'id': 2, 'last_support_msg_id': 5},
+               {'id': 3, 'last_support_msg_id': 0}]
+    seen = {1: 10, 2: 3}   # ticket 2 has newer support msg; 1 is read; 3 none
+    self.assertEqual(compute_unread_count(tickets, seen), 1)
+```
+
+- [ ] **Step 2: Run — FAIL**
+- [ ] **Step 3: Implement**
+```python
+def build_scope_domain(label, email, is_admin):
+    """Server-side ticket scope. label is ALWAYS bound (defense in depth)."""
+    domain = [('x_fc_client_label', '=', label or '__none__')]
+    if not is_admin:
+        domain.append(('partner_email', '=ilike', email or '__none__'))
+    return domain
+
+def is_public_message(msg):
+    """True when a message is customer-visible (not an internal note)."""
+    return not msg.get('subtype_is_internal', False)
+
+def compute_unread_count(tickets, seen_by_id):
+    """Count tickets whose latest support message id exceeds the user's
+    last-seen id for that ticket (0/absent = unseen baseline)."""
+    n = 0
+    for t in tickets:
+        last = t.get('last_support_msg_id') or 0
+        if last and last > (seen_by_id.get(t['id']) or 0):
+            n += 1
+    return n
+```
+- [ ] **Step 4: Run — PASS**; **Step 5: Commit**
+
+### Task 6: `fusion.helpdesk.ticket.seen` model + ACL
+
+**Files:** Create `fusion_helpdesk/models/__init__.py`, `models/fusion_helpdesk_ticket_seen.py`; Modify `__init__.py`, `security/ir.model.access.csv`, `__manifest__.py`; Test `fusion_helpdesk/tests/test_seen.py`
+
+- [ ] **Step 1: Failing test**
+```python
+# tests/test_seen.py
+from odoo.tests import TransactionCase, tagged
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk')
+class TestSeen(TransactionCase):
+    def test_mark_seen_upserts(self):
+        Seen = self.env['fusion.helpdesk.ticket.seen']
+        Seen._mark_seen(central_ticket_id=42, last_message_id=100)
+        Seen._mark_seen(central_ticket_id=42, last_message_id=120)
+        rec = Seen.search([('user_id', '=', self.env.uid),
+                           ('central_ticket_id', '=', 42)])
+        self.assertEqual(len(rec), 1)
+        self.assertEqual(rec.last_seen_message_id, 120)
+
+    def test_seen_map(self):
+        Seen = self.env['fusion.helpdesk.ticket.seen']
+        Seen._mark_seen(1, 10); Seen._mark_seen(2, 20)
+        self.assertEqual(Seen._seen_map([1, 2, 3]), {1: 10, 2: 20})
+```
+
+- [ ] **Step 2: Run — FAIL**
+- [ ] **Step 3: Implement model**
+```python
+# models/fusion_helpdesk_ticket_seen.py
+from odoo import api, fields, models
+
+class FusionHelpdeskTicketSeen(models.Model):
+    _name = 'fusion.helpdesk.ticket.seen'
+    _description = 'Fusion Helpdesk — per-user read tracking (metadata only)'
+
+    user_id = fields.Many2one('res.users', required=True, index=True,
+                              default=lambda s: s.env.uid, ondelete='cascade')
+    central_ticket_id = fields.Integer(required=True, index=True)
+    last_seen_message_id = fields.Integer(default=0)
+
+    _user_ticket_uniq = models.Constraint(
+        'UNIQUE(user_id, central_ticket_id)',
+        'One seen-row per user per ticket.')
+
+    @api.model
+    def _mark_seen(self, central_ticket_id, last_message_id):
+        rec = self.search([('user_id', '=', self.env.uid),
+                           ('central_ticket_id', '=', central_ticket_id)], limit=1)
+        if rec:
+            if last_message_id > rec.last_seen_message_id:
+                rec.last_seen_message_id = last_message_id
+        else:
+            self.create({'central_ticket_id': central_ticket_id,
+                        'last_seen_message_id': last_message_id})
+        return True
+
+    @api.model
+    def _seen_map(self, central_ticket_ids):
+        rows = self.search([('user_id', '=', self.env.uid),
+                           ('central_ticket_id', 'in', central_ticket_ids)])
+        return {r.central_ticket_id: r.last_seen_message_id for r in rows}
+```
+- [ ] **Step 4:** ACL CSV row:
+```csv
+access_fhd_seen_user,fusion.helpdesk.ticket.seen.user,model_fusion_helpdesk_ticket_seen,base.group_user,1,1,1,1
+```
+`models/__init__.py` → `from . import fusion_helpdesk_ticket_seen`; `__init__.py` → `from . import models`; manifest registers nothing extra (models auto).
+- [ ] **Step 5: Run — PASS**; **Step 6: Commit**
+
+### Task 7: Admin group
+
+**Files:** Create `fusion_helpdesk/security/fusion_helpdesk_groups.xml`; Modify `__manifest__.py` (add to `data`, FIRST so the group exists before ACLs reference it if needed)
+- [ ] **Step 1:** 
+```xml
+<odoo>
+  <record id="group_reporter_admin" model="res.groups">
+    <field name="name">Helpdesk Reporter Admin</field>
+    <field name="comment">Can view all tickets filed from this deployment in the in-app inbox.</field>
+  </record>
+</odoo>
+```
+> Odoo 19: NO `users`/`category_id` fields on res.groups. Keep the record minimal.
+- [ ] **Step 2:** Upgrade clean; **Step 3: Commit**
+
+### Task 8: Read endpoints (`my_tickets`, `ticket_detail`, `unread_count`)
+
+**Files:** Modify `fusion_helpdesk/controllers/main.py`
+
+- [ ] **Step 1:** Add a mockable RPC seam + identity helper:
+```python
+def _identity(self):
+    user = request.env.user
+    cfg = self._read_config()
+    return {
+        'email': (user.email or user.login or '').strip(),
+        'label': cfg['client_label'],
+        'is_admin': user.has_group('fusion_helpdesk.group_reporter_admin'),
+        'cfg': cfg,
+    }
+
+def _rpc(self, cfg, model, method, args, kw=None):
+    uid, proxy = self._authenticate(cfg)   # existing
+    return proxy.execute_kw(cfg['db'], uid, cfg['password'], model, method, args, kw or {})
+```
+- [ ] **Step 2:** Implement endpoints (all `type='jsonrpc'`, `auth='user'`). `my_tickets` builds the scoped domain via `build_scope_domain`, `search_read` fields `[id, name, stage_id, write_date]`, plus a per-ticket latest public support message id (read `message_ids` or a dedicated query), then computes `has_unread` via the seen map. `ticket_detail` re-resolves the ticket through the scoped domain (reject if absent), reads public messages only (filter via `is_public_message` using each message's subtype internal flag fetched from central), and calls `_mark_seen`. `unread_count` returns `compute_unread_count(...)`.
+> Execution detail: fetch message subtype "internal" flag from central by reading `mail.message` fields `[author_id, date, body, message_type, subtype_id]` and resolving `subtype_id.internal` via a second read or by filtering `message_type='comment'` + excluding notes. Confirm the cleanest field set against the live `mail.message` model during execution.
+- [ ] **Step 3:** Manual: upgrade module; **Step 4: Commit**
+
+---
+
+## Phase 3 — Reply endpoint (client)
+
+### Task 9: `ticket_reply`
+
+**Files:** Modify `fusion_helpdesk/controllers/main.py`
+- [ ] **Step 1:** Endpoint `/fusion_helpdesk/ticket/<int:ticket_id>/reply`, `auth='user'`. Re-resolve ticket via scoped domain (reject if not in scope). Resolve author partner on central by the replier's email (find-or-create via `res.partner` search/create through bot, or pass `author_id` resolved from `partner_email`). Post:
+```python
+self._rpc(cfg, 'helpdesk.ticket', 'message_post', [ticket_id], {
+    'body': body_html,            # already-safe HTML (escape user text)
+    'message_type': 'comment',
+    'subtype_xmlid': 'mail.mt_comment',
+    'author_id': author_partner_id,
+})
+```
+- [ ] **Step 2:** Escape the user's text to HTML server-side (reuse `_html_escape`). Mark seen after posting.
+- [ ] **Step 3:** Manual upgrade; **Step 4: Commit**
+
+---
+
+## Phase 4 — Client UI (dialog tabs, thread, badge)
+
+### Task 10: Dialog tabs + My Tickets list + thread + reply + confirmed email
+
+**Files:** Modify `static/src/js/fusion_helpdesk_dialog.js`, `static/src/xml/fusion_helpdesk_dialog.xml`, `static/src/scss/fusion_helpdesk.scss`
+- [ ] **Step 1:** Add to state: `tab:'new'|'list'|'thread'`, `tickets:[]`, `loadingList`, `current:{id,subject,messages,canReply}`, `replyBody`, `replyEmail` (default from a new `/fusion_helpdesk/whoami` or seeded via session user email — read `user.email` via `useService('user')`/`session`), `scope:'mine'|'all'`, `isAdmin`.
+- [ ] **Step 2:** Methods: `openList()` → rpc `/fusion_helpdesk/my_tickets` (with `scope`); `openTicket(id)` → rpc detail, switch to thread, refresh list badge; `sendReply()` → rpc reply then reload thread; `setScope()` (admin toggle). Add confirmed **Your email** input on the New tab bound to `state.replyEmail`, passed as `reply_email` in submit payload.
+- [ ] **Step 3:** Template: a tab header (New | My Tickets); New pane = existing form + email field; List pane = table (ref, subject, stage chip, unread dot) + admin Mine/All toggle; Thread pane = messages (author, date, body, attachments) + reply box + Back. Use `Markup`-safe rendering: render message bodies with `t-out` (OWL) since central returns sanitized HTML.
+- [ ] **Step 4:** SCSS for tabs/list/thread (follow Odoo kanban hex pattern + dark-mode `$o-webclient-color-scheme` branch per CLAUDE.md). 
+- [ ] **Step 5:** Manual QA locally (dialog opens, tabs switch). **Step 6: Commit**
+
+### Task 11: Systray unread badge
+
+**Files:** Modify `static/src/js/fusion_helpdesk_systray.js`, `static/src/xml/fusion_helpdesk_systray.xml`, SCSS
+- [ ] **Step 1:** On setup, call `/fusion_helpdesk/unread_count`; store `state.unread`. Poll on an interval (e.g. 120s) and on dialog close. Show a badge bubble when `unread > 0`.
+- [ ] **Step 2:** Badge markup over the icon. **Step 3: Commit**
+
+---
+
+## Phase 5 — Central acknowledgement email
+
+### Task 12: Branded acknowledgement template + send-on-create
+
+**Files:** Create `fusion_helpdesk_central/data/mail_template_ack.xml`; Modify `models/helpdesk_ticket.py`, `__manifest__.py`
+- [ ] **Step 1:** `mail.template` on `helpdesk.ticket` with subject "We received your request [{{ object.ticket_ref }}]" and a body using the company email layout + a prominent button to `{{ object.get_base_url() }}{{ object.access_url }}` (magic link). Canadian English.
+- [ ] **Step 2:** Send on create via a create-override (central inherit), gated:
+```python
+@api.model_create_multi
+def create(self, vals_list):
+    tickets = super().create(vals_list)
+    tmpl = self.env.ref('fusion_helpdesk_central.mail_template_ticket_ack', raise_if_not_found=False)
+    for t in tickets:
+        if tmpl and t.partner_email and t.x_fc_client_label:   # in-app channel only → avoid double-ack with native web form
+            tmpl.send_mail(t.id, force_send=False)
+    return tickets
+```
+> Decision: gate on `x_fc_client_label` so only in-app-channel tickets get OUR ack; external web/email customers rely on native confirmation (verify native behavior during deploy; widen the gate if native sends nothing).
+- [ ] **Step 3:** Register template data in manifest; **Step 4: Commit**
+
+---
+
+## Phase 6 — Review, fix, deploy, smoke test
+
+### Task 13: Code review + fix
+- [ ] Run the code-review skill / pr-review-toolkit `code-reviewer` + `silent-failure-hunter` over the diff. Fix HIGH/MEDIUM findings. Re-run client tests locally. Commit fixes.
+
+### Task 14: Deploy + test central on odoo-nexa
+- [ ] Copy/confirm `fusion_helpdesk_central` source is visible to odoo-nexa (`/opt/odoo/custom-addons`). 
+- [ ] Run module tests on nexa: `-u fusion_helpdesk_central --test-enable --test-tags /fusion_helpdesk_central --stop-after-init` (ephemeral http port). Fix failures. 
+- [ ] Upgrade live: `-u fusion_helpdesk_central --stop-after-init` then restart `odoo-nexa-app`.
+
+### Task 15: Deploy client on odoo-entech
+- [ ] Look up entech access (memory: DB `admin`; confirm container/SSH via Supabase quick_commands). Confirm entech's `fusion_helpdesk.client_label` (e.g. ENTECH) + remote config points at nexa.
+- [ ] Ensure `fusion_helpdesk` source present on entech; upgrade `-u fusion_helpdesk --stop-after-init`; restart.
+
+### Task 16: Smoke test (one ticket)
+- [ ] From entech: file ONE test ticket via the dialog (or simulate the controller path). 
+- [ ] On nexa: confirm the new ticket has `partner_id` resolved, `partner_email`/`partner_name`/`x_fc_client_label` set, customer is a follower, ack email queued/sent.
+- [ ] Reply as agent on nexa → confirm notification email to the reporter w/ magic link; confirm the entech dialog "My Tickets" shows the ticket + reply and the badge increments.
+- [ ] Confirm pre-existing identity-less tickets are untouched (the "lots already submitted" set) and do NOT leak across deployments in the inbox query.
+
+---
+
+## Self-Review (run before execution)
+- **Spec coverage:** keystone (T1-3), label field+views (T3-4), scoping (T5,8,9), seen/badge (T6,10,11), admin group (T7), ack email (T12), portal/native (config — verified live, no code), tests (T1,5,6 local + T3 enterprise), deploy+smoke (T14-16). ✓
+- **Placeholders:** none — code shown for all Python/XML; JS tasks specify state/methods/markup concretely. JS is manually QA'd (OWL unit tests out of scope).
+- **Type consistency:** `build_scope_domain(label,email,is_admin)`, `is_public_message(msg)`, `compute_unread_count(tickets,seen)`, `_mark_seen(central_ticket_id,last_message_id)`, `_seen_map(ids)`, `x_fc_client_label` — names consistent across tasks. ✓

docs/superpowers/specs/2026-05-27-fusion-helpdesk-customer-followup-design.md

@@ -0,0 +1,336 @@
+# Fusion Helpdesk — Customer Follow-up & Embedded Ticket Inbox
+
+- **Date:** 2026-05-27
+- **Status:** Approved design (ready for implementation plan)
+- **Branch:** `feat/helpdesk-customer-followup`
+- **Modules touched:** `fusion_helpdesk` (client deployments), `fusion_helpdesk_central` (central Odoo)
+- **Target system:** `odoo-nexa` / `erp.nexasystems.ca`, DB `nexamain`, Odoo 19 Enterprise
+
+---
+
+## 1. Summary
+
+Today, end users at client deployments (ENTECH, MOBILITY, …) file helpdesk tickets through an in-app
+"Report a Bug / Request a Feature" systray dialog. Those tickets land on the central Odoo Helpdesk but
+carry **no customer identity**, so:
+
+- support replies email nobody,
+- the submitter can't see or follow up on their ticket,
+- the ticket never appears in any customer portal.
+
+This design makes ticket follow-up work end to end. It rests on **one keystone fix** (attach the
+submitter's identity to every ticket) and then exposes **two follow-up surfaces** matched to two
+audiences:
+
+1. **In-app embedded inbox** — the systray dialog becomes a small ticket inbox (New + My Tickets). Client
+   staff read replies and follow up **without leaving their own Odoo or logging into the central system**.
+2. **Native Enterprise portal** — for external web/email customers, the existing Odoo portal + magic-link
+   + free sign-up does the job; they have no workspace to embed into.
+
+Scope tier: **Polished** (light branding + acknowledgement email + in-app unread badge). Not a custom
+portal theme.
+
+---
+
+## 2. Problem & Diagnosis (grounded in the live system)
+
+### 2.1 Current architecture
+
+- **`fusion_helpdesk`** (installed on *client* deployments): OWL systray dialog → `POST
+  /fusion_helpdesk/submit` → forwards to central over **XML-RPC as a shared bot account** (API key issued
+  by `fusion_helpdesk_central`). Ticket payload today is only `{name, description, team_id}`. The
+  reporter's name/login is embedded as **HTML text inside the description's "Diagnostic context" table** —
+  not as structured fields.
+- **`fusion_helpdesk_central`** (installed on *central* Odoo): manages the per-client API keys on the
+  shared bot user. Does **not** touch tickets, portal, notifications.
+
+### 2.2 The actual bug (verified on `nexamain`, 2026-05-27)
+
+All **51/51** tickets have `partner_id`, `partner_email`, `partner_name` = NULL (0 coverage). With no
+customer attached, Odoo has nobody to email, nobody to add as follower, no `/my/tickets` to populate, and
+no recipient for a magic link.
+
+### 2.3 The platform already does the hard part
+
+Installed & enabled on `odoo-nexa`:
+
+- Modules: `helpdesk` 19.0.1.6, `website_helpdesk`, `website_helpdesk_knowledge`, `helpdesk_account`,
+  `helpdesk_sale`, `portal`, `website`, `auth_signup`.
+- `auth_signup.invitation_scope = b2c` (free customer sign-up ON), `auth_signup.reset_password = True`.
+- `web.base.url = https://erp.nexasystems.ca`, `mail.catchall.domain = nexasystems.ca`, 4 working SMTP
+  servers → outbound email works.
+- Team 1 **"Customer Care"** is already portal-ready: `privacy_visibility = portal`,
+  `use_website_helpdesk_form = true`, `allow_portal_ticket_closing = true`, `use_alias = true`, alias
+  `support` (→ `support@nexasystems.ca`).
+
+`helpdesk.ticket` model (Enterprise source, verified):
+
+- `_inherit = ['portal.mixin', 'mail.thread.cc', 'rating.mixin']`; `_mail_thread_customer = True`;
+  `_primary_email = 'partner_email'`; `access_url = '/my/ticket/<id>'` (← that is the magic link).
+- **`create()` auto-resolves the partner**: when `partner_email` is given and `partner_id` is not, it calls
+  `mail.thread._partner_find_from_emails_single([partner_email], {name, company_id})` to find-or-create the
+  partner and set `partner_id` (`helpdesk_ticket.py` ≈ L564–572).
+- **`create()` subscribes the customer as a follower** (the "make customer follower" loop, ≈ L600–620),
+  so they receive reply notifications by email.
+- Portal routes: `/my/tickets` (auth=`user`); `/my/ticket/<int:ticket_id>/<access_token>` (auth=`public`)
+  → validates token via `_document_check_access` → renders `helpdesk.tickets_followup` (reply composer
+  included); `/my/ticket/close/<id>/<token>` posts a message with `author_id = partner_id`; public web
+  form at `/helpdesk/<team>`.
+
+**Consequence:** the keystone fix is small — pass `partner_email` + `partner_name` in the create payload and
+native helpdesk creates the partner, links it, and subscribes it. Replies then email the customer with a
+magic-link "View Ticket" button automatically.
+
+---
+
+## 3. Goals / Non-Goals
+
+### Goals
+- Every new ticket carries the submitter's real identity (`partner_email`, `partner_name`,
+  `x_fc_client_label`).
+- Agent replies reach the customer **by email** with a working **magic link**.
+- **In-app staff** can list, read, and reply to their tickets **inside their own Odoo** — no login, no
+  context switch.
+- **External web/email customers** get the native portal + magic link + free sign-up.
+- Light branding (logo/colours) + an acknowledgement email on ticket creation.
+- Hybrid in-app visibility: regular users see their own tickets; a designated admin sees all of their
+  deployment's tickets.
+
+### Non-Goals
+- No custom portal theme, custom website submission form, KB-deflection, or SLA timeline UI (that was
+  Tier C — deliberately out of scope).
+- No replication of tickets into the client database — the in-app inbox is a **live RPC view**.
+- No backfill of the 51 existing identity-less tickets (low value; their only identity is free text).
+- No changes to the billing module (`fusion_centralize_billing`) — separate work.
+
+---
+
+## 4. Audiences & channels (locked decisions)
+
+| Decision | Choice |
+|---|---|
+| Channels | **Both** — in-app reporter *and* external web/email |
+| In-app visibility | **Hybrid** — own by default; designated admin sees all of their deployment's tickets |
+| Scope tier | **Polished** — light branding + ack email + in-app unread badge |
+| Acknowledgement email on create | **Yes** (immediate magic link) |
+| Reporter email at submit | **Confirmed / editable** in the New form |
+| "See all" gating | **New group** on the client deployment |
+
+---
+
+## 5. Architecture
+
+### 5.1 Keystone — identity layer
+
+- **Client side (`fusion_helpdesk`)**: in `submit()`, add to the create payload:
+  - `partner_name` = `request.env.user.name`
+  - `partner_email` = confirmed value from the form (default `request.env.user.email or .login`, editable)
+  - `x_fc_client_label` = `cfg['client_label']`
+- **Central side (`fusion_helpdesk_central`)**: add `x_fc_client_label` (Char, indexed) to `helpdesk.ticket`
+  and surface it in the agent backend (list column + search filter) so support can filter by client. Native
+  helpdesk does the partner resolution + follower subscription.
+
+`x_fc_client_label` is the structured tag that makes deployment-scoped queries (and the admin "see all"
+view) reliable — far better than parsing the `[ENTECH]` subject prefix.
+
+### 5.2 Two surfaces
+
+- **Surface A — in-app embedded inbox** (`fusion_helpdesk`, client deployments). New work.
+- **Surface B — native Enterprise portal** (`fusion_helpdesk_central` config + light branding). Mostly
+  configuration; near-zero new code.
+
+### 5.3 Module responsibilities
+
+**`fusion_helpdesk` (client) — majority of new work**
+- Controller (`controllers/main.py`): keystone payload change + new endpoints (§6.1).
+- OWL dialog (`static/src/js/…`, `static/src/xml/…`): New + My Tickets tabs; thread view; reply box.
+- Systray (`fusion_helpdesk_systray.js`): unread badge.
+- `res.groups`: `group_reporter_admin` ("Helpdesk Reporter Admin").
+- Model `fusion.helpdesk.ticket.seen`: per-user read tracking for the badge.
+- `res.config.settings`: (existing) — no new config required beyond what exists.
+
+**`fusion_helpdesk_central` (central) — small additions**
+- `helpdesk.ticket` inherit: `x_fc_client_label` field + backend list/search exposure.
+- `mail.template`: branded acknowledgement on ticket create (with the magic-link CTA).
+- Data/doc: confirm the "Customer Care" team portal config (already correct on live — assert via comment or
+  light data, don't fight existing config).
+
+---
+
+## 6. Surface A — In-app embedded inbox (detail)
+
+### 6.1 Controller endpoints
+
+All `type='jsonrpc'`, `auth='user'`. **Identity is always derived server-side from `request.env.user`** —
+never from request parameters. All remote calls go through the existing bot XML-RPC layer.
+
+| Route | Returns | Notes |
+|---|---|---|
+| `POST /fusion_helpdesk/submit` *(modified)* | `{ok, ticket_id, ticket_url}` | Adds `x_fc_client_label` + `partner_name`; the confirmed form email is sent as `partner_email` (param may be named `reply_email`, but it maps straight to `partner_email`). |
+| `/fusion_helpdesk/my_tickets` | `[{id, ref, subject, stage, last_update, has_unread}]` | Scoped (§8). Reuses one remote `search_read`. |
+| `/fusion_helpdesk/ticket/<int:ticket_id>` | `{id, subject, stage, messages:[…], can_reply}` | **Public comments only** — internal notes excluded (§8). Re-checks scope. |
+| `/fusion_helpdesk/ticket/<int:ticket_id>/reply` | `{ok}` | Re-checks scope; posts `message_post` with `author_id` = replier's partner. |
+| `/fusion_helpdesk/unread_count` | `{count}` | For the systray badge (§7). |
+
+### 6.2 Dialog UX
+
+- The existing dialog gains two tabs:
+  - **New** — today's form, plus a confirmed/editable **"Your email"** field (prefilled from the logged-in
+    user; used as `reply_email`).
+  - **My Tickets** — list of the user's tickets (ref, subject, stage chip, last-update, unread dot). Admins
+    (in `group_reporter_admin`) see a **"Mine / All [LABEL]"** toggle.
+- Clicking a ticket opens a **thread view**: customer-visible messages (author, timestamp, body,
+  attachments) + a **reply box** (text + attach) + a "Done"/back control. Opening a ticket marks it seen.
+
+### 6.3 Reply attribution
+
+- Replies post to central as `message_type='comment'`, `subtype_xmlid='mail.mt_comment'`, with `author_id`
+  = the **replying user's** partner on central (resolved find-or-create by their email). For a user replying
+  to their own ticket that's the ticket's customer; for an admin replying to a colleague's ticket it's the
+  admin's own identity (correct attribution).
+- A customer reply notifies the assigned agent + followers (native), closing the two-way loop.
+
+### 6.4 Read tracking & admin group
+
+- Model `fusion.helpdesk.ticket.seen` (client DB): `user_id` (m2o `res.users`), `central_ticket_id`
+  (Integer), `last_seen_message_id` (Integer) — unique `(user_id, central_ticket_id)`. This is
+  read-tracking **metadata only** (no ticket content is stored) — it preserves the live-RPC-view principle
+  while letting the badge work without re-fetching on every page load.
+- `group_reporter_admin` — an Odoo group on the client deployment. Membership unlocks the "All [LABEL]"
+  query path **server-side** (the controller checks `has_group` before broadening scope).
+
+---
+
+## 7. Notifications & emails
+
+- **Agent → customer:** customer is a follower → **native email** with a "View Ticket" magic link
+  (portal.mixin `access_url` + token). Satisfies "they get replies in their email." In-app users also see
+  the reply in My Tickets and the badge increments.
+- **Acknowledgement on create:** branded `mail.template` sent to the customer with the magic-link CTA so they
+  can track immediately. Fires for any ticket on the portal-enabled team that has a `partner_email`,
+  regardless of channel (in-app, web, email). Per Odoo 19, the template renders the link from the record
+  (`object.access_url` / portal URL); no need to pass it via `ctx` (CLAUDE rule 12). **Implementation note:**
+  verify `website_helpdesk` does not already send its own "ticket received" confirmation for web-form
+  submissions — if it does, gate ours so external customers don't get two acknowledgements.
+- **Unread badge:** `unread_count` = number of the user's in-scope tickets whose latest customer-visible
+  **support** message id is greater than the local `last_seen_message_id`. Cleared per-ticket on open.
+
+---
+
+## 8. Security & scoping (the sharp edge)
+
+The shared bot can read **every** client's tickets on central, so the client-side controller is the
+security boundary.
+
+- Endpoints are `auth='user'`; identity is taken from `request.env.user`, never from the browser.
+- Scoped domain, built server-side:
+  - regular user → `[('x_fc_client_label','=',label), ('partner_email','=ilike', me.email or me.login)]`
+  - admin (`group_reporter_admin`) → `[('x_fc_client_label','=',label)]`
+- **`x_fc_client_label = <my deployment>` is ALWAYS ANDed in** (defense in depth) so no user — regular or
+  admin — can ever read another deployment's tickets, even if two deployments share a reporter email.
+- `ticket/<id>` and `…/reply` **re-resolve the ticket through the same scoped domain** before reading or
+  posting; a ticket outside scope returns not-found.
+- Thread fetch returns **only customer-visible messages** (exclude internal notes — `subtype_id.internal =
+  True`), mirroring what the portal shows. Internal agent discussion never reaches a client.
+- Reuse the module's existing granular remote-error handling for auth/network failures.
+
+---
+
+## 9. Data flow
+
+```
+SUBMIT (in-app)
+  staff clicks icon → New tab → confirm email → submit
+  client controller adds partner_email + partner_name + x_fc_client_label
+  → XML-RPC create on central (as bot)
+  → helpdesk find-or-creates partner_id + subscribes follower
+  → branded acknowledgement email w/ magic link
+
+AGENT REPLY (Nexa support)
+  reply as a comment in the ticket chatter on central
+  → native email to customer w/ "View Ticket" magic link
+  → in-app users also see it in My Tickets; badge increments
+
+CUSTOMER FOLLOW-UP (any of three, same thread)
+  in-app dialog reply   → RPC message_post (author = replier's partner)
+  portal magic link     → native reply on /my/ticket/<id>/<token>
+  email reply           → native email-in via support@nexasystems.ca
+```
+
+---
+
+## 10. Edge cases
+
+- **Missing/invalid reporter email** — New form prefills + lets the user confirm/edit. If still empty, the
+  ticket is created without a customer (degrades to today's behaviour) and the dialog flags "no follow-up
+  email captured."
+- **Same email across deployments** — partner is shared (their portal shows all their tickets), but the
+  in-app inbox still scopes by `x_fc_client_label`, so each deployment shows only its own.
+- **Admin replies to a colleague's ticket** — author = the admin's own partner, not the ticket customer.
+- **Existing 51 orphan tickets** — left as-is (no reliable identity to backfill).
+- **Bot key revoked/rotated** (managed by `fusion_helpdesk_central`) — endpoints fail gracefully via the
+  existing typed remote-error responses.
+- **Internal notes** — never returned to the client (subtype filter).
+
+---
+
+## 11. Testing strategy
+
+- **`fusion_helpdesk_central`** (Enterprise; runs on an Enterprise env such as odoo-trial, like the billing
+  module — local dev is Community and can't install `helpdesk`):
+  - `x_fc_client_label` field exists + is searchable.
+  - Integration: `helpdesk.ticket.create({partner_email, partner_name, x_fc_client_label})` resolves
+    `partner_id` and adds the partner as a follower.
+  - Acknowledgement template renders the magic link from the record.
+- **`fusion_helpdesk`** (client; XML-RPC layer **mocked** — no live central in unit tests):
+  - Scoping: regular vs admin domain construction; `x_fc_client_label` always ANDed.
+  - `…/reply` rejects a ticket outside the caller's scope.
+  - Thread fetch excludes internal notes.
+  - `unread_count` math against `fusion.helpdesk.ticket.seen`.
+  - Refactor the remote proxy so it is injectable/mockable.
+- **Manual QA on `odoo-nexa`**: full round-trip — submit → agent reply → email + badge → in-app reply →
+  portal magic link → external sign-up shows `/my/tickets`.
+
+---
+
+## 12. Out of scope / future
+
+- Custom portal theme, branded custom web form, KB deflection, SLA/status timeline (Tier C).
+- Backfilling identity on historical tickets.
+- Push/websocket live updates in the dialog (polling/refresh is sufficient for v1).
+
+---
+
+## 13. References
+
+**Current code (this repo)**
+- `fusion_helpdesk/controllers/main.py` — `submit()`, `_read_config()`, `_authenticate()`,
+  `_build_diag_block()` (XML-RPC forwarder; today sends only `{name, description, team_id}`).
+- `fusion_helpdesk/static/src/js/fusion_helpdesk_dialog.js` — OWL submission dialog.
+- `fusion_helpdesk/static/src/js/fusion_helpdesk_systray.js` — systray entry (badge target).
+- `fusion_helpdesk/models/res_config_settings.py` — remote endpoint config params.
+- `fusion_helpdesk_central/models/fusion_helpdesk_client_key.py` — bot user + API-key management.
+
+**Live system facts (verified 2026-05-27 on `nexamain`)**
+- Modules installed: `helpdesk` 19.0.1.6, `website_helpdesk`, `website_helpdesk_knowledge`,
+  `helpdesk_account`, `helpdesk_sale`, `portal`, `website`, `auth_signup`.
+- `auth_signup.invitation_scope=b2c`; `web.base.url=https://erp.nexasystems.ca`;
+  `mail.catchall.domain=nexasystems.ca`; 4 SMTP servers.
+- Team 1 "Customer Care": `privacy_visibility=portal`, `use_website_helpdesk_form=t`,
+  `allow_portal_ticket_closing=t`, `use_alias=t`, alias `support`.
+- 51/51 tickets have NULL `partner_id`/`partner_email`/`partner_name`.
+
+**Enterprise source (read-only, on container)**
+- `helpdesk/models/helpdesk_ticket.py` — `_inherit` (portal.mixin, mail.thread.cc, rating.mixin);
+  `access_url='/my/ticket/<id>'`; `create()` partner find-or-create (≈L564–572) + follower subscription
+  (≈L600–620).
+- `helpdesk/controllers/portal.py` — `/my/tickets`, `/my/ticket/<id>/<access_token>`,
+  `/my/ticket/close/<id>/<token>`.
+- `website_helpdesk/controllers/main.py` — `/helpdesk/<team>` public web form.
+
+**Odoo 19 gotchas to respect (from repo CLAUDE.md)**
+- `res.users` group field is `group_ids` (not `groups_id`).
+- `message_post(body=…)` HTML must be wrapped in `Markup()`.
+- `mail.template` `ctx` is `env.context`; pass dynamic data via `with_context(**data)`.
+- `res.config.settings` Boolean via `config_parameter` doesn't persist `False`.
+- SQL constraints/indexes use declarative `models.Constraint` / `models.Index`.

fusion_centralize_billing/__manifest__.py

@@ -47,6 +47,7 @@ reference files from the container before implementing subscription/account inte
     ],
     "data": [
         "security/ir.model.access.csv",
+        "data/ir_cron.xml",
     ],
     "installable": True,
     "application": False,

fusion_centralize_billing/controllers/api.py

@@ -56,7 +56,10 @@ class FusionBillingApi(http.Controller):
         payload = self._read_json()
         if payload is None:
             return self._json({"error": "invalid json"}, status=400)
-        return self._json(service._api_upsert_customer(payload))
+        result = service._api_upsert_customer(payload)
+        if result.get("status") == "error":
+            return self._json(result, status=400)
+        return self._json(result)
 
     @http.route(f"{API_BASE}/usage", type="http", auth="none", methods=["POST"], csrf=False)
     def post_usage(self, **kw):
@@ -66,7 +69,10 @@ class FusionBillingApi(http.Controller):
         payload = self._read_json()
         if payload is None:
             return self._json({"error": "invalid json"}, status=400)
-        return self._json(service._api_record_usage(payload), status=202)
+        result = service._api_record_usage(payload)
+        if result.get("status") == "error":
+            return self._json(result, status=400)
+        return self._json(result, status=202)
 
     @http.route(f"{API_BASE}/plans", type="http", auth="none", methods=["GET"], csrf=False)
     def get_plans(self, **kw):
@@ -83,4 +89,7 @@ class FusionBillingApi(http.Controller):
         payload = self._read_json()
         if payload is None:
             return self._json({"error": "invalid json"}, status=400)
-        return self._json(service._api_create_subscription(payload))
+        result = service._api_create_subscription(payload)
+        if result.get("status") == "error":
+            return self._json(result, status=400)
+        return self._json(result)

fusion_centralize_billing/data/ir_cron.xml

@@ -0,0 +1,22 @@
+<?xml version="1.0" encoding="utf-8"?>
+<odoo noupdate="1">
+    <record id="cron_fc_rate_usage" model="ir.cron">
+        <field name="name">Fusion Billing: Rate usage before invoicing</field>
+        <field name="model_id" ref="model_fusion_billing_usage"/>
+        <field name="state">code</field>
+        <field name="code">model._cron_rate_open_periods()</field>
+        <field name="interval_number">1</field>
+        <field name="interval_type">hours</field>
+        <field name="active">True</field>
+    </record>
+
+    <record id="cron_fc_dispatch_webhooks" model="ir.cron">
+        <field name="name">Fusion Billing: Dispatch outbound webhooks</field>
+        <field name="model_id" ref="model_fusion_billing_webhook"/>
+        <field name="state">code</field>
+        <field name="code">model._cron_dispatch()</field>
+        <field name="interval_number">2</field>
+        <field name="interval_type">minutes</field>
+        <field name="active">True</field>
+    </record>
+</odoo>

fusion_centralize_billing/models/__init__.py

@@ -5,3 +5,4 @@ from . import charge
 from . import usage
 from . import webhook
 from . import reconciliation
+from . import sale_order

fusion_centralize_billing/models/charge.py

@@ -43,23 +43,30 @@ class FusionBillingCharge(models.Model):
     charge_model = fields.Selection(
         [
             ("standard", "Standard (per unit)"),
-            ("graduated", "Graduated"),
             ("package", "Package"),
-            ("volume", "Volume"),
         ],
         default="standard", required=True,
     )
     currency_id = fields.Many2one(
-        "res.currency", default=lambda self: self.env.company.currency_id,
+        "res.currency", required=True,
+        default=lambda self: self.env.company.currency_id,
     )
     active = fields.Boolean(default=True)
 
+    _price_non_negative = models.Constraint(
+        "CHECK (price_per_unit >= 0)", "Overage price per unit cannot be negative.",
+    )
+    _unit_batch_positive = models.Constraint(
+        "CHECK (unit_batch > 0)", "Unit batch must be greater than zero.",
+    )
+
     def _compute_billable(self, total_quantity):
         """Return (overage_units, amount) for total period usage under this charge.
 
         - overage_units = usage above included_quota (never negative)
-        - 'standard'/'package'/'volume': priced per `unit_batch` block, partial block rounds up.
+        - 'standard': price the overage in (rounded-up) `unit_batch` blocks.
-          (graduated tiers are out of scope for the core; treated as 'standard'.)
+        - 'package': price whole packages over the RAW quantity (quota ignored for
+          package counting); a partial package rounds up.
         """
         self.ensure_one()
         overage = max(0.0, (total_quantity or 0.0) - (self.included_quota or 0.0))
@@ -68,6 +75,6 @@ class FusionBillingCharge(models.Model):
             # whole packages over the RAW quantity (quota ignored for package counting)
             blocks = math.ceil((total_quantity or 0.0) / batch) if total_quantity else 0
             return overage, round(blocks * (self.price_per_unit or 0.0), 2)
-        # standard / volume / graduated-fallback: price the overage in (rounded-up) batches
+        # standard: price the overage in (rounded-up) batches
         blocks = math.ceil(overage / batch) if overage > 0 else 0
         return overage, round(blocks * (self.price_per_unit or 0.0), 2)

fusion_centralize_billing/models/reconciliation.py

@@ -25,7 +25,8 @@ class FusionBillingReconciliation(models.Model):
     external_amount = fields.Monetary(string="App-actual Amount")
     delta = fields.Monetary(help="odoo_amount - external_amount.")
     currency_id = fields.Many2one(
-        "res.currency", default=lambda self: self.env.company.currency_id,
+        "res.currency", required=True,
+        default=lambda self: self.env.company.currency_id,
     )
     status = fields.Selection(
         [

fusion_centralize_billing/models/sale_order.py

@@ -0,0 +1,32 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+from odoo import api, fields, models
+
+
+class SaleOrder(models.Model):
+    _inherit = "sale.order"
+
+    def _fc_rate_usage(self, charge, period_start, period_end):
+        """Aggregate this subscription's usage for `charge`'s metric in the period,
+        compute the overage amount, and upsert a matching overage order line.
+        Returns the amount.
+
+        A zero amount never *creates* a new line (no $0.00 overage clutter); if a
+        line already exists it is still updated so a dropped-to-zero overage clears.
+        """
+        self.ensure_one()
+        Usage = self.env['fusion.billing.usage']
+        total = Usage._aggregate(self, charge.metric_id, period_start, period_end)
+        _overage, amount = charge._compute_billable(total)
+        if charge.product_id:
+            line = self.order_line.filtered(lambda l: l.product_id == charge.product_id)
+            if not line and amount == 0:
+                return amount
+            vals = {'product_uom_qty': 1, 'price_unit': amount}
+            if line:
+                line.write(vals)
+            else:
+                self.env['sale.order.line'].create(
+                    {'order_id': self.id, 'product_id': charge.product_id.id, **vals})
+        return amount

fusion_centralize_billing/models/service.py

@@ -2,9 +2,12 @@
 # Copyright 2026 Nexa Systems Inc.
 # License OPL-1
 import hashlib
+import ipaddress
 import secrets
+from urllib.parse import urlparse
 
 from odoo import api, fields, models
+from odoo.exceptions import ValidationError
 
 
 class FusionBillingService(models.Model):
@@ -45,6 +48,33 @@ class FusionBillingService(models.Model):
         for rec in self:
             rec.account_link_count = len(rec.account_link_ids)
 
+    @api.constrains("webhook_url")
+    def _check_webhook_url(self):
+        """Reject SSRF-prone webhook targets: a non-empty URL must be https and must
+        not point at localhost or a private / link-local / loopback IP literal. Empty
+        is allowed (no webhook configured)."""
+        for rec in self:
+            url = (rec.webhook_url or "").strip()
+            if not url:
+                continue
+            parsed = urlparse(url)
+            if parsed.scheme != "https":
+                raise ValidationError("Webhook URL must use https.")
+            host = parsed.hostname or ""
+            if not host or host.lower() in ("localhost", "ip6-localhost", "ip6-loopback"):
+                raise ValidationError(
+                    "Webhook URL must not target localhost or a private address.")
+            try:
+                ip = ipaddress.ip_address(host)
+            except ValueError:
+                ip = None
+            if ip is not None and (
+                ip.is_private or ip.is_loopback or ip.is_link_local
+                or ip.is_reserved or ip.is_unspecified or ip.is_multicast
+            ):
+                raise ValidationError(
+                    "Webhook URL must not target a private or loopback address.")
+
     def action_generate_api_key(self):
         """Generate a fresh bearer key, store only its hash, return the raw key.
 
@@ -64,7 +94,14 @@ class FusionBillingService(models.Model):
         return self.search([('api_key_hash', '=', key_hash), ('active', '=', True)], limit=1)
 
     def _api_upsert_customer(self, payload):
+        """Resolve/create the partner link for an external account.
+
+        Defensive: a non-dict payload or a missing/empty ``external_id`` returns a
+        4xx-shaped error instead of raising (C3).
+        """
         self.ensure_one()
+        if not isinstance(payload, dict):
+            return {'status': 'error', 'error': 'invalid payload'}
         ext = payload.get('external_id')
         if not ext:
             return {'status': 'error', 'error': 'external_id required'}
@@ -73,15 +110,53 @@ class FusionBillingService(models.Model):
         return {'status': 'ok', 'partner_id': link.partner_id.id, 'external_id': ext}
 
     def _api_record_usage(self, payload):
+        """Ingest a batch of usage events.
+
+        Authorization (C2/C4): each event must target a subscription sale.order that
+        (a) exists, (b) is actually a subscription, and (c) belongs to a customer THIS
+        service is linked to. Any failing event is rejected and stops processing for
+        that event without writing a usage row.
+
+        Validation (C3): a non-dict payload, a non-list ``events``, missing required
+        keys, or non-numeric ``quantity``/ids return a 4xx-shaped error instead of
+        raising (no 500s).
+        """
         self.ensure_one()
-        events = payload.get('events') or []
+        if not isinstance(payload, dict):
+            return {'status': 'error', 'error': 'invalid payload'}
+        events = payload.get('events')
+        if events is None:
+            events = []
+        if not isinstance(events, list):
+            return {'status': 'error', 'error': 'events must be a list'}
         Usage = self.env['fusion.billing.usage']
+        linked_partners = self.account_link_ids.mapped('partner_id')
         accepted = 0
         for ev in events:
-            sub = self.env['sale.order'].browse(int(ev['subscription_external_id']))
+            if not isinstance(ev, dict):
+                return {'status': 'error', 'error': 'invalid event'}
+            for key in ('subscription_external_id', 'metric_code', 'quantity',
+                        'period_start', 'period_end'):
+                if ev.get(key) in (None, ''):
+                    return {'status': 'error', 'error': 'missing %s' % key}
+            try:
+                sub_id = int(ev['subscription_external_id'])
+            except (TypeError, ValueError):
+                return {'status': 'error', 'error': 'invalid subscription_external_id'}
+            try:
+                quantity = float(ev['quantity'])
+            except (TypeError, ValueError):
+                return {'status': 'error', 'error': 'invalid quantity'}
+            sub = self.env['sale.order'].browse(sub_id)
+            if not sub.exists() or not sub.is_subscription \
+                    or sub.partner_id not in linked_partners:
+                return {'status': 'error', 'error': 'unknown subscription'}
+            try:
                 Usage._record_usage(
-                sub, ev['metric_code'], float(ev['quantity']),
+                    sub, ev['metric_code'], quantity,
                     ev['period_start'], ev['period_end'], idem=ev.get('idempotency_key'))
+            except ValueError as e:
+                return {'status': 'error', 'error': str(e)}
             accepted += 1
         return {'status': 'ok', 'accepted': accepted}
 
@@ -100,21 +175,49 @@ class FusionBillingService(models.Model):
         The product on each line must have recurring_invoice=True so that
         Odoo recognises the order as a subscription with has_recurring_line and
         action_confirm() reaches subscription_state='3_progress'.
+
+        Validation (C3): a non-dict payload, a missing/unknown customer, a missing
+        ``plan_id``, a non-list ``lines``, or a non-numeric product id/quantity
+        return a 4xx-shaped error instead of raising (no 500s).
         """
         self.ensure_one()
+        if not isinstance(payload, dict):
+            return {'status': 'error', 'error': 'invalid payload'}
+        if not payload.get('external_customer_id'):
+            return {'status': 'error', 'error': 'external_customer_id required'}
+        if not payload.get('plan_id'):
+            return {'status': 'error', 'error': 'plan_id required'}
+        try:
+            plan_id = int(payload['plan_id'])
+        except (TypeError, ValueError):
+            return {'status': 'error', 'error': 'invalid plan_id'}
         link = self.env['fusion.billing.account.link'].search([
             ('service_id', '=', self.id),
             ('external_id', '=', payload.get('external_customer_id')),
         ], limit=1)
         if not link:
             return {'status': 'error', 'error': 'unknown customer'}
-        order_lines = [(0, 0, {
+        lines = payload.get('lines')
-            'product_id': line['product_id'],
+        if lines is None:
-            'product_uom_qty': line.get('quantity', 1),
+            lines = []
-        }) for line in payload.get('lines', [])]
+        if not isinstance(lines, list):
+            return {'status': 'error', 'error': 'lines must be a list'}
+        order_lines = []
+        for line in lines:
+            if not isinstance(line, dict) or line.get('product_id') in (None, ''):
+                return {'status': 'error', 'error': 'invalid line'}
+            try:
+                product_id = int(line['product_id'])
+                quantity = float(line.get('quantity', 1))
+            except (TypeError, ValueError):
+                return {'status': 'error', 'error': 'invalid line'}
+            order_lines.append((0, 0, {
+                'product_id': product_id,
+                'product_uom_qty': quantity,
+            }))
         sub = self.env['sale.order'].sudo().create({
             'partner_id': link.partner_id.id,
-            'plan_id': payload['plan_id'],
+            'plan_id': plan_id,
             'order_line': order_lines,
         })
         sub.action_confirm()

fusion_centralize_billing/models/usage.py

@@ -35,12 +35,14 @@ class FusionBillingUsage(models.Model):
     )
 
     _idempotency_uniq = models.Constraint(
-        "unique(idempotency_key)", "Usage idempotency key must be unique.",
+        "unique(subscription_id, metric_id, idempotency_key)",
+        "Usage idempotency key must be unique per subscription and metric.",
     )
 
     @api.model
     def _record_usage(self, subscription, metric_code, quantity, period_start, period_end, idem=None):
-        """Upsert one aggregated usage row. Same idempotency key updates in place (no double-count)."""
+        """Upsert one aggregated usage row. Same idempotency key (scoped to the same
+        subscription + metric) updates in place (no double-count)."""
         metric = self.env['fusion.billing.metric'].search([('code', '=', metric_code)], limit=1)
         if not metric:
             raise ValueError("Unknown metric code: %s" % metric_code)
@@ -53,21 +55,55 @@ class FusionBillingUsage(models.Model):
             'idempotency_key': idem,
         }
         if idem:
-            existing = self.search([('idempotency_key', '=', idem)], limit=1)
+            existing = self.search([
+                ('subscription_id', '=', subscription.id),
+                ('metric_id', '=', metric.id),
+                ('idempotency_key', '=', idem),
+            ], limit=1)
             if existing:
                 existing.write({'quantity': quantity})
                 return existing
         return self.create(vals)
 
+    @api.model
+    def _cron_rate_open_periods(self):
+        """Hourly cron: for every active charge, aggregate usage and upsert overage lines
+        on the in-progress subscriptions that are on the charge's own plan.
+
+        A charge only rates subscriptions whose ``plan_id`` matches the charge's
+        ``plan_id`` — never every subscription against every charge (C1/H4). The
+        billing-period window is the subscription's real open period
+        ``[last_invoice_date or start_date, next_invoice_date)`` (H1)."""
+        Charge = self.env['fusion.billing.charge'].search([('active', '=', True)])
+        SaleOrder = self.env['sale.order']
+        for charge in Charge:
+            if not charge.plan_id:
+                continue
+            subs = SaleOrder.search([
+                ('is_subscription', '=', True),
+                ('subscription_state', '=', '3_progress'),
+                ('plan_id', '=', charge.plan_id.id),
+            ])
+            for sub in subs:
+                if not sub.next_invoice_date:
+                    continue
+                period_end = fields.Datetime.to_datetime(sub.next_invoice_date)
+                period_start = fields.Datetime.to_datetime(
+                    sub.last_invoice_date or sub.start_date)
+                if not period_start:
+                    continue
+                sub._fc_rate_usage(charge, period_start, period_end)
+
     @api.model
     def _aggregate(self, subscription, metric, period_start, period_end):
-        """Aggregate stored usage for a subscription+metric within [period_start, period_end)
+        """Aggregate stored usage for a subscription+metric over the half-open window
+        ``[period_start, period_end)``, anchored on each rollup's ``period_start``,
         using the metric's aggregation function."""
         rows = self.search([
             ('subscription_id', '=', subscription.id),
             ('metric_id', '=', metric.id),
             ('period_start', '>=', period_start),
-            ('period_end', '<=', period_end),
+            ('period_start', '<', period_end),
         ])
         qtys = rows.mapped('quantity')
         if not qtys:

fusion_centralize_billing/models/webhook.py

@@ -39,6 +39,10 @@ class FusionBillingWebhook(models.Model):
              "subscription.terminated / subscription.reactivated / usage.threshold_reached",
     )
     payload = fields.Json()
+    body = fields.Text(
+        help="Canonical JSON body that was signed and is POSTed verbatim "
+             "(so the signature always matches the bytes on the wire).",
+    )
     state = fields.Selection(
         [
             ("pending", "Pending"),
@@ -59,11 +63,14 @@ class FusionBillingWebhook(models.Model):
 
     @api.model
     def _enqueue(self, service, event_type, payload):
+        # Serialize the canonical body ONCE, store it, and sign that exact string so
+        # the dispatched bytes always match the signature (no re-serialization drift).
         body = json.dumps(payload, sort_keys=True, separators=(',', ':'))
         return self.create({
             'service_id': service.id,
             'event_type': event_type,
             'payload': payload,
+            'body': body,
             'signature': self._sign(service.webhook_secret, body),
             'state': 'pending',
             'next_retry_at': fields.Datetime.now(),
@@ -77,14 +84,18 @@ class FusionBillingWebhook(models.Model):
             ('next_retry_at', '<=', now),
         ], limit=100)
         for wh in due:
-            body = json.dumps(wh.payload, sort_keys=True, separators=(',', ':'))
+            # POST the exact bytes that were signed at enqueue time. Fall back to
+            # re-serializing the payload only for legacy rows enqueued before `body`
+            # existed (the signature was computed over the same canonical form).
+            body = wh.body or json.dumps(wh.payload, sort_keys=True, separators=(',', ':'))
             try:
                 resp = requests.post(
                     wh.service_id.webhook_url,
                     data=body,
                     headers={'Content-Type': 'application/json',
                              'X-Fusion-Signature': wh.signature,
-                             'X-Fusion-Event': wh.event_type},
+                             'X-Fusion-Event': wh.event_type,
+                             'X-Fusion-Event-Id': str(wh.id)},
                     timeout=10,
                 )
                 ok = 200 <= resp.status_code < 300
@@ -98,4 +109,5 @@ class FusionBillingWebhook(models.Model):
                 wh.state = 'dead'
             else:
                 wh.state = 'failed'
-                wh.next_retry_at = now + timedelta(minutes=2 ** wh.attempts)
+                # Cap the exponential backoff so the interval can't overflow.
+                wh.next_retry_at = now + timedelta(minutes=2 ** min(wh.attempts, 10))

fusion_centralize_billing/tests/test_api.py

@@ -61,3 +61,79 @@ class TestApiHandlers(TransactionCase):
         self.assertTrue(sub.is_subscription)
         self.assertEqual(sub.plan_id, self.plan)
         self.assertEqual(sub.subscription_state, '3_progress')
+
+    # ── item 4 (C3): malformed input returns a 4xx-shaped error, never raises ──
+    def test_record_usage_missing_metric_code_returns_error(self):
+        self.service._api_upsert_customer({'external_id': 'client-9', 'name': 'Globex'})
+        partner = self.env['fusion.billing.account.link'].search(
+            [('external_id', '=', 'client-9')]).partner_id
+        sub = self.env['sale.order'].sudo().create(
+            {'partner_id': partner.id, 'is_subscription': True, 'plan_id': self.plan.id})
+        # metric_code intentionally omitted — must return an error dict, not raise
+        res = self.service._api_record_usage({'events': [{
+            'subscription_external_id': str(sub.id),
+            'quantity': 10.0, 'period_start': '2026-05-01', 'period_end': '2026-06-01',
+        }]})
+        self.assertEqual(res['status'], 'error')
+        # no usage row written
+        usage = self.env['fusion.billing.usage'].search([('subscription_id', '=', sub.id)])
+        self.assertFalse(usage)
+
+
+@tagged('post_install', '-at_install')
+class TestUsageAuthorization(TransactionCase):
+    """/usage must only accept events for subscriptions the calling service is linked
+    to, and reject unknown / non-subscription targets (items 3/C2/C4)."""
+
+    def setUp(self):
+        super().setUp()
+        self.metric = self.env['fusion.billing.metric'].sudo().create(
+            {'name': 'API Calls', 'code': 'api_calls', 'aggregation': 'sum'})
+        self.plan = self.env['sale.subscription.plan'].sudo().create(
+            {'name': 'Monthly', 'billing_period_value': 1, 'billing_period_unit': 'month'})
+        self.service_a = self.env['fusion.billing.service'].sudo().create(
+            {'name': 'Service A', 'code': 'svc_a'})
+        self.service_b = self.env['fusion.billing.service'].sudo().create(
+            {'name': 'Service B', 'code': 'svc_b'})
+        # Service A owns customer + subscription
+        self.service_a._api_upsert_customer({'external_id': 'cust-a', 'name': 'Cust A'})
+        self.partner_a = self.env['fusion.billing.account.link'].search(
+            [('service_id', '=', self.service_a.id), ('external_id', '=', 'cust-a')]).partner_id
+        self.sub_a = self.env['sale.order'].sudo().create(
+            {'partner_id': self.partner_a.id, 'is_subscription': True, 'plan_id': self.plan.id})
+        self.Usage = self.env['fusion.billing.usage'].sudo()
+
+    def _event(self, sub_id, idem):
+        return {'events': [{
+            'subscription_external_id': str(sub_id), 'metric_code': 'api_calls',
+            'quantity': 42.0, 'period_start': '2026-05-01', 'period_end': '2026-06-01',
+            'idempotency_key': idem,
+        }]}
+
+    def test_cross_service_usage_rejected(self):
+        """Service B pushing usage onto Service A's subscription is rejected, no row."""
+        res = self.service_b._api_record_usage(self._event(self.sub_a.id, 'cross-1'))
+        self.assertEqual(res['status'], 'error')
+        self.assertEqual(res['error'], 'unknown subscription')
+        self.assertFalse(self.Usage.search([('subscription_id', '=', self.sub_a.id)]))
+
+    def test_same_service_usage_accepted(self):
+        """Positive control: Service A pushing onto its own subscription is accepted."""
+        res = self.service_a._api_record_usage(self._event(self.sub_a.id, 'ok-1'))
+        self.assertEqual(res['status'], 'ok')
+        self.assertEqual(res['accepted'], 1)
+        self.assertTrue(self.Usage.search([('subscription_id', '=', self.sub_a.id)]))
+
+    def test_nonexistent_subscription_rejected(self):
+        res = self.service_a._api_record_usage(self._event(999_999_999, 'ghost-1'))
+        self.assertEqual(res['status'], 'error')
+        self.assertEqual(res['error'], 'unknown subscription')
+
+    def test_non_subscription_order_rejected(self):
+        """A plain (non-subscription) sale.order owned by the linked customer is rejected."""
+        plain = self.env['sale.order'].sudo().create({'partner_id': self.partner_a.id})
+        self.assertFalse(plain.is_subscription)
+        res = self.service_a._api_record_usage(self._event(plain.id, 'plain-1'))
+        self.assertEqual(res['status'], 'error')
+        self.assertEqual(res['error'], 'unknown subscription')
+        self.assertFalse(self.Usage.search([('subscription_id', '=', plain.id)]))

fusion_centralize_billing/tests/test_charge.py

@@ -1,5 +1,8 @@
 # -*- coding: utf-8 -*-
+from psycopg2 import IntegrityError
+
 from odoo.tests.common import TransactionCase, tagged
+from odoo.tools.misc import mute_logger
 
 
 @tagged('post_install', '-at_install')
@@ -43,3 +46,29 @@ class TestChargeMath(TransactionCase):
         # 2,001 units -> 3 packages -> $6.00
         _, amount = charge._compute_billable(2_001.0)
         self.assertAlmostEqual(amount, 6.0, places=2)
+
+    # ── item 10 (M7): only the two implemented charge models remain ──
+    def test_charge_model_selection_limited(self):
+        field = self.env['fusion.billing.charge']._fields['charge_model']
+        keys = [k for k, _label in field.selection]
+        self.assertEqual(sorted(keys), ['package', 'standard'])
+        self.assertNotIn('graduated', keys)
+        self.assertNotIn('volume', keys)
+
+    # ── item 11 (L1): currency is required and defaults to company currency ──
+    def test_currency_required_and_defaulted(self):
+        field = self.env['fusion.billing.charge']._fields['currency_id']
+        self.assertTrue(field.required)
+        charge = self._charge()
+        self.assertEqual(charge.currency_id, self.env.company.currency_id)
+
+    # ── item 12 (L2): non-negative price + positive batch DB constraints ──
+    def test_negative_price_rejected(self):
+        with self.assertRaises(IntegrityError), mute_logger('odoo.sql_db'):
+            with self.env.cr.savepoint():
+                self._charge(price_per_unit=-1.0)
+
+    def test_zero_batch_rejected(self):
+        with self.assertRaises(IntegrityError), mute_logger('odoo.sql_db'):
+            with self.env.cr.savepoint():
+                self._charge(unit_batch=0.0)

fusion_centralize_billing/tests/test_usage.py

@@ -2,6 +2,66 @@
 from odoo.tests.common import TransactionCase, tagged
 
 
+@tagged('post_install', '-at_install')
+class TestRatingCron(TransactionCase):
+    """The rating cron must only rate a subscription against charges on its OWN plan
+    (items 1/C1/H4) and over the subscription's real open billing period (item 5/H1)."""
+
+    def setUp(self):
+        super().setUp()
+        self.metric = self.env['fusion.billing.metric'].sudo().create(
+            {'name': 'CPU seconds', 'code': 'cpu_seconds', 'aggregation': 'sum'})
+        self.plan_a = self.env['sale.subscription.plan'].sudo().create(
+            {'name': 'Plan A', 'billing_period_value': 1, 'billing_period_unit': 'month'})
+        self.plan_b = self.env['sale.subscription.plan'].sudo().create(
+            {'name': 'Plan B', 'billing_period_value': 1, 'billing_period_unit': 'month'})
+        self.partner = self.env['res.partner'].sudo().create({'name': 'Acme'})
+        self.recurring_product = self.env['product.product'].sudo().create(
+            {'name': 'Plan seat', 'type': 'service', 'recurring_invoice': True,
+             'list_price': 10.0})
+        self.overage_product = self.env['product.product'].sudo().create(
+            {'name': 'CPU overage', 'type': 'service', 'list_price': 0.0})
+        self.Usage = self.env['fusion.billing.usage'].sudo()
+
+    def _confirmed_sub(self, plan):
+        sub = self.env['sale.order'].sudo().create({
+            'partner_id': self.partner.id, 'plan_id': plan.id,
+            'order_line': [(0, 0, {'product_id': self.recurring_product.id,
+                                   'product_uom_qty': 1})],
+        })
+        sub.action_confirm()
+        # widen the computed billing window so usage in May is in-period
+        sub.write({'start_date': '2026-05-01', 'next_invoice_date': '2026-06-01'})
+        return sub
+
+    def test_cron_rates_only_matching_plan(self):
+        sub_a = self._confirmed_sub(self.plan_a)
+        sub_b = self._confirmed_sub(self.plan_b)
+        self.assertEqual(sub_a.subscription_state, '3_progress')
+        self.assertEqual(sub_b.subscription_state, '3_progress')
+        # one charge, linked to Plan A only
+        charge = self.env['fusion.billing.charge'].sudo().create({
+            'name': 'CPU overage', 'plan_code': 'plan-a', 'plan_id': self.plan_a.id,
+            'metric_id': self.metric.id, 'product_id': self.overage_product.id,
+            'included_quota': 100.0, 'price_per_unit': 0.10, 'unit_batch': 1000.0,
+            'charge_model': 'standard'})
+        # usage recorded on BOTH subs, in the open period
+        self.Usage._record_usage(sub_a, 'cpu_seconds', 1100.0,
+                                 '2026-05-10 00:00:00', '2026-05-11 00:00:00', idem='a1')
+        self.Usage._record_usage(sub_b, 'cpu_seconds', 1100.0,
+                                 '2026-05-10 00:00:00', '2026-05-11 00:00:00', idem='b1')
+
+        self.Usage._cron_rate_open_periods()
+
+        # Plan A sub IS rated (window captured the usage → overage line present)
+        line_a = sub_a.order_line.filtered(lambda l: l.product_id == self.overage_product)
+        self.assertTrue(line_a, "Plan A subscription should be rated by the Plan A charge")
+        self.assertAlmostEqual(line_a.price_unit, 0.10, places=2)
+        # Plan B sub is NOT rated by the Plan A charge
+        line_b = sub_b.order_line.filtered(lambda l: l.product_id == self.overage_product)
+        self.assertFalse(line_b, "Plan B subscription must NOT be rated by the Plan A charge")
+
+
 @tagged('post_install', '-at_install')
 class TestUsageIngestion(TransactionCase):
 
@@ -50,3 +110,62 @@ class TestUsageIngestion(TransactionCase):
         self.Usage._record_usage(self.sub, 'cpu_seconds', 99.0, '2026-04-01', '2026-05-01', idem='apr')
         self.Usage._record_usage(self.sub, 'cpu_seconds', 5.0, '2026-05-01', '2026-06-01', idem='may')
         self.assertEqual(self.Usage._aggregate(self.sub, self.metric, '2026-05-01', '2026-06-01'), 5.0)
+
+    def test_rate_open_period_creates_overage_line(self):
+        product = self.env['product.product'].sudo().create(
+            {'name': 'API overage', 'type': 'service', 'list_price': 0.0})
+        charge = self.env['fusion.billing.charge'].sudo().create({
+            'name': 'overage', 'plan_code': 'p', 'metric_id': self.metric.id,
+            'product_id': product.id, 'included_quota': 100.0,
+            'price_per_unit': 0.10, 'unit_batch': 1000.0, 'charge_model': 'standard'})
+        self.Usage._record_usage(self.sub, 'cpu_seconds', 1100.0,
+                                 '2026-05-01', '2026-06-01', idem='r1')
+        amount = self.sub._fc_rate_usage(charge, '2026-05-01', '2026-06-01')
+        # 1100 - 100 = 1000 overage = 1 batch * $0.10 = $0.10
+        self.assertAlmostEqual(amount, 0.10, places=2)
+        line = self.sub.order_line.filtered(lambda l: l.product_id == product)
+        self.assertTrue(line)
+
+    # ── item 6 (H2): half-open aggregation window anchored on period_start ──
+    def test_aggregate_daily_rollups_in_window(self):
+        """Three DAILY rollups (period_start 05-01/-08/-15, each period_end +1 day)
+        sum correctly for the half-open window ['2026-05-01', '2026-06-01')."""
+        rollups = [
+            ('2026-05-01 00:00:00', '2026-05-02 00:00:00', 3.0),
+            ('2026-05-08 00:00:00', '2026-05-09 00:00:00', 5.0),
+            ('2026-05-15 00:00:00', '2026-05-16 00:00:00', 7.0),
+        ]
+        for i, (ps, pe, q) in enumerate(rollups):
+            self.Usage._record_usage(self.sub, 'cpu_seconds', q, ps, pe, idem='daily-%d' % i)
+        total = self.Usage._aggregate(
+            self.sub, self.metric, '2026-05-01 00:00:00', '2026-06-01 00:00:00')
+        self.assertEqual(total, 15.0)  # 3 + 5 + 7
+
+    # ── item 7 (H3): idempotency key is scoped per (subscription, metric) ──
+    def test_same_idempotency_key_distinct_subscriptions(self):
+        """The SAME idempotency key on two DIFFERENT subscriptions creates TWO rows."""
+        sub2 = self.env['sale.order'].sudo().create({
+            'partner_id': self.partner.id, 'is_subscription': True, 'plan_id': self.plan.id,
+        })
+        key = 'shared-idem-key'
+        a = self.Usage._record_usage(self.sub, 'cpu_seconds', 10.0, '2026-05-01', '2026-06-01', idem=key)
+        b = self.Usage._record_usage(sub2, 'cpu_seconds', 20.0, '2026-05-01', '2026-06-01', idem=key)
+        self.assertNotEqual(a, b)  # distinct rows, no collision
+        rows = self.Usage.search([('idempotency_key', '=', key)])
+        self.assertEqual(len(rows), 2)
+        self.assertEqual(a.quantity, 10.0)
+        self.assertEqual(b.quantity, 20.0)
+
+    # ── item 2 (C1): zero aggregated usage creates no overage line ──
+    def test_zero_usage_creates_no_line(self):
+        product = self.env['product.product'].sudo().create(
+            {'name': 'API overage', 'type': 'service', 'list_price': 0.0})
+        charge = self.env['fusion.billing.charge'].sudo().create({
+            'name': 'overage', 'plan_code': 'p', 'metric_id': self.metric.id,
+            'product_id': product.id, 'included_quota': 100.0,
+            'price_per_unit': 0.10, 'unit_batch': 1000.0, 'charge_model': 'standard'})
+        # no usage recorded → aggregate is 0 → amount 0 → no line created
+        amount = self.sub._fc_rate_usage(charge, '2026-05-01', '2026-06-01')
+        self.assertEqual(amount, 0.0)
+        line = self.sub.order_line.filtered(lambda l: l.product_id == product)
+        self.assertFalse(line)

fusion_centralize_billing/tests/test_webhook.py

@@ -4,6 +4,7 @@ import hmac
 import json
 from unittest.mock import patch
 
+from odoo.exceptions import ValidationError
 from odoo.tests.common import TransactionCase, tagged
 
 
@@ -51,3 +52,48 @@ class TestWebhookEngine(TransactionCase):
                    return_value=_Resp()):
             self.Webhook._cron_dispatch()
         self.assertEqual(wh.state, 'dead')
+
+    # ── item 8 (H5): dispatch POSTs the stored body verbatim + event-id header ──
+    def test_dispatch_posts_stored_body_and_event_id(self):
+        wh = self.Webhook._enqueue(self.service, 'invoice.payment_failed', {'invoice': 'INV-9'})
+
+        class _Resp:
+            status_code = 200
+            text = 'ok'
+
+        with patch('odoo.addons.fusion_centralize_billing.models.webhook.requests.post',
+                   return_value=_Resp()) as mock_post:
+            self.Webhook._cron_dispatch()
+            self.assertTrue(mock_post.called)
+            _args, kwargs = mock_post.call_args
+            # the exact stored body is POSTed (not a re-serialized payload)
+            self.assertEqual(kwargs['data'], wh.body)
+            self.assertEqual(wh.body, json.dumps(
+                {'invoice': 'INV-9'}, sort_keys=True, separators=(',', ':')))
+            # signature matches the bytes on the wire
+            expected = hmac.new(b'whsec_test', wh.body.encode(), hashlib.sha256).hexdigest()
+            self.assertEqual(kwargs['headers']['X-Fusion-Signature'], expected)
+            # event id header present and correct
+            self.assertEqual(kwargs['headers']['X-Fusion-Event-Id'], str(wh.id))
+
+    # ── item 9 (H6): SSRF guard on webhook_url ──
+    def test_webhook_url_rejects_loopback(self):
+        with self.assertRaises(ValidationError):
+            self.env['fusion.billing.service'].sudo().create({
+                'name': 'Evil', 'code': 'evil', 'webhook_url': 'http://127.0.0.1/x'})
+
+    def test_webhook_url_rejects_private_and_http(self):
+        for bad in ('http://10.0.0.5/hook',          # private + non-https
+                    'https://192.168.1.10/hook',      # private
+                    'https://localhost/hook',          # localhost host
+                    'https://169.254.169.254/latest',  # link-local metadata
+                    'http://api.example.com/hook'):     # non-https
+            with self.assertRaises(ValidationError):
+                self.env['fusion.billing.service'].sudo().create({
+                    'name': 'Bad', 'code': 'bad-%s' % bad, 'webhook_url': bad})
+
+    def test_webhook_url_allows_public_https(self):
+        svc = self.env['fusion.billing.service'].sudo().create({
+            'name': 'Good', 'code': 'good',
+            'webhook_url': 'https://api.vps.nexasystems.ca/billing/webhook'})
+        self.assertTrue(svc.id)

fusion_helpdesk/__manifest__.py

@@ -3,7 +3,7 @@
 # License OPL-1 (Odoo Proprietary License v1.0)
 {
     'name': 'Fusion Helpdesk Reporter',
-    'version': '19.0.1.3.0',
+    'version': '19.0.1.4.0',
     'category': 'Productivity',
     'summary': 'One-click in-app bug reporting & feature requesting — '
                'auto-creates a helpdesk.ticket on a central Odoo Helpdesk.',
@@ -27,6 +27,7 @@ module bundle. No dependencies on the rest of Fusion Plating.
     'license': 'OPL-1',
     'depends': ['base', 'web', 'mail'],
     'data': [
+        'security/fusion_helpdesk_groups.xml',
         'security/ir.model.access.csv',
         'data/ir_config_parameter_data.xml',
         'views/res_config_settings_views.xml',

fusion_helpdesk/controllers/main.py

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

fusion_helpdesk/models/__init__.py

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

fusion_helpdesk/models/fusion_helpdesk_ticket_seen.py

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

fusion_helpdesk/security/fusion_helpdesk_groups.xml

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

fusion_helpdesk/security/ir.model.access.csv

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

fusion_helpdesk/static/src/js/fusion_helpdesk_dialog.js

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

fusion_helpdesk/static/src/js/fusion_helpdesk_systray.js

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

fusion_helpdesk/static/src/scss/fusion_helpdesk.scss

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

fusion_helpdesk/static/src/xml/fusion_helpdesk_dialog.xml

@@ -4,23 +4,36 @@
     <t t-name="fusion_helpdesk.Dialog">
         <Dialog title="dialogTitle" size="'lg'">
             <div class="o_fhd_dialog">
-                <!-- Kind selector -->
+
+                <!-- ===== Tabs ===== -->
+                <div class="o_fhd_tabs">
+                    <button type="button" class="o_fhd_tab"
+                            t-att-class="{ 'o_fhd_tab_active': state.tab === 'new' }"
+                            t-on-click="() => this.setTab('new')">
+                        <i class="fa fa-plus-circle me-1"/> New
+                    </button>
+                    <button type="button" class="o_fhd_tab"
+                            t-att-class="{ 'o_fhd_tab_active': state.tab === 'list' || state.tab === 'thread' }"
+                            t-on-click="() => this.setTab('list')">
+                        <i class="fa fa-ticket me-1"/> My Tickets
+                    </button>
+                </div>
+
+                <!-- ===== NEW report ===== -->
+                <div t-if="state.tab === 'new'">
                     <div class="o_fhd_kind_row">
-                    <button type="button"
+                        <button type="button" class="o_fhd_kind_chip"
-                            class="o_fhd_kind_chip"
                                 t-att-class="{ 'o_fhd_kind_active': state.kind === 'bug' }"
                                 t-on-click="() => this.setKind('bug')">
                             <i class="fa fa-bug me-1"/> Report a Bug
                         </button>
-                    <button type="button"
+                        <button type="button" class="o_fhd_kind_chip"
-                            class="o_fhd_kind_chip"
                                 t-att-class="{ 'o_fhd_kind_active': state.kind === 'feature' }"
                                 t-on-click="() => this.setKind('feature')">
                             <i class="fa fa-lightbulb-o me-1"/> Request a Feature
                         </button>
                     </div>
 
-                <!-- Subject -->
                     <div class="o_fhd_field">
                         <label>Subject *</label>
                         <input type="text" class="form-control"
@@ -29,7 +42,17 @@
                                t-att-placeholder="state.kind === 'bug' ? 'Short summary of what went wrong' : 'Short summary of the feature you want'"/>
                     </div>
 
-                <!-- Description -->
+                    <div class="o_fhd_field">
+                        <label>
+                            Your email
+                            <span class="o_fhd_hint">we'll reply here — edit if you'd like replies elsewhere</span>
+                        </label>
+                        <input type="email" class="form-control"
+                               t-att-value="state.replyEmail"
+                               t-on-input="(ev) => state.replyEmail = ev.target.value"
+                               placeholder="you@example.com"/>
+                    </div>
+
                     <div class="o_fhd_field">
                         <label t-esc="state.kind === 'bug' ? 'What were you doing? What did you expect?' : 'Describe the desired behaviour and the use case'"/>
                         <textarea class="form-control" rows="5"
@@ -38,7 +61,6 @@
                                   placeholder="Steps to reproduce, expected vs. actual, business impact…"/>
                     </div>
 
-                <!-- Error code (bug only) -->
                     <div class="o_fhd_field" t-if="state.kind === 'bug'">
                         <label>
                             Error code / traceback
@@ -50,7 +72,6 @@
                                   placeholder="e.g. TypeError: Cannot read property 'foo' of undefined …"/>
                     </div>
 
-                <!-- Attachments -->
                     <div class="o_fhd_field">
                         <label>Attachments</label>
                         <div class="o_fhd_actions_row">
@@ -79,30 +100,129 @@
                         </div>
                     </div>
 
-                <!-- Result feedback -->
                     <div t-if="state.error" class="alert alert-danger mt-2">
                         <i class="fa fa-exclamation-triangle me-1"/> <t t-esc="state.error"/>
                     </div>
                     <div t-if="state.success" class="alert alert-success mt-2">
                         <i class="fa fa-check-circle me-1"/>
                         Thanks — ticket
-                    <a t-att-href="state.ticketUrl" target="_blank">
+                        <a t-att-href="state.ticketUrl" target="_blank">#<t t-esc="state.ticketId"/></a>
-                        #<t t-esc="state.ticketId"/>
+                        created<t t-if="state.attached"> with <t t-esc="state.attached"/> attachment(s)</t>.
-                    </a> created<t t-if="state.attached"> with <t t-esc="state.attached"/> attachment(s)</t>.
+                        You'll get replies by email, and can follow up under <b>My Tickets</b>.
+                    </div>
+                    <div t-if="state.success and state.failed" class="alert alert-warning mt-2">
+                        <i class="fa fa-exclamation-triangle me-1"/>
+                        <t t-esc="state.failed"/> attachment(s) could not be uploaded.
+                        Open the ticket from <b>My Tickets</b> and add them there.
                     </div>
                 </div>
 
+                <!-- ===== LIST ===== -->
+                <div t-if="state.tab === 'list'">
+                    <div t-if="state.isAdmin" class="o_fhd_scope_row">
+                        <button type="button" class="o_fhd_kind_chip"
+                                t-att-class="{ 'o_fhd_kind_active': state.scope === 'mine' }"
+                                t-on-click="() => this.setScope('mine')">Mine</button>
+                        <button type="button" class="o_fhd_kind_chip"
+                                t-att-class="{ 'o_fhd_kind_active': state.scope === 'all' }"
+                                t-on-click="() => this.setScope('all')">All (deployment)</button>
+                    </div>
+
+                    <div t-if="state.loadingList" class="o_fhd_muted text-center p-3">
+                        <i class="fa fa-spinner fa-spin me-1"/> Loading your tickets…
+                    </div>
+                    <div t-elif="state.listError" class="alert alert-danger">
+                        <i class="fa fa-exclamation-triangle me-1"/> <t t-esc="state.listError"/>
+                    </div>
+                    <div t-elif="!state.tickets.length" class="o_fhd_muted text-center p-4">
+                        <i class="fa fa-inbox fa-2x d-block mb-2"/>
+                        No tickets yet. Use the <b>New</b> tab to report a bug or request a feature.
+                    </div>
+                    <div t-else="" class="o_fhd_ticket_list">
+                        <div t-foreach="state.tickets" t-as="t" t-key="t.id"
+                             class="o_fhd_ticket_row" t-on-click="() => this.openTicket(t.id)">
+                            <span t-if="t.has_unread" class="o_fhd_unread_dot" title="New reply"/>
+                            <span t-else="" class="o_fhd_unread_spacer"/>
+                            <span class="o_fhd_ticket_ref" t-esc="'#' + t.ref"/>
+                            <span class="o_fhd_ticket_subject" t-esc="t.subject"/>
+                            <span class="o_fhd_ticket_stage" t-esc="t.stage"/>
+                        </div>
+                    </div>
+                </div>
+
+                <!-- ===== THREAD ===== -->
+                <div t-if="state.tab === 'thread'">
+                    <div t-if="state.loadingThread" class="o_fhd_muted text-center p-3">
+                        <i class="fa fa-spinner fa-spin me-1"/> Loading…
+                    </div>
+                    <t t-elif="state.current">
+                        <div class="o_fhd_thread_head">
+                            <span class="o_fhd_ticket_stage" t-esc="state.current.stage"/>
+                            <a t-if="state.current.portal_url" class="o_fhd_open_portal"
+                               t-att-href="state.current.portal_url" target="_blank">
+                                Open full ticket <i class="fa fa-external-link"/>
+                            </a>
+                        </div>
+
+                        <div class="o_fhd_thread">
+                            <div t-if="!state.current.messages.length" class="o_fhd_muted p-2">
+                                No messages yet.
+                            </div>
+                            <div t-foreach="state.current.messages" t-as="m" t-key="m.id"
+                                 class="o_fhd_msg">
+                                <div class="o_fhd_msg_head">
+                                    <span class="o_fhd_msg_author" t-esc="m.author"/>
+                                    <span class="o_fhd_msg_date" t-esc="m.date"/>
+                                </div>
+                                <div class="o_fhd_msg_body" t-out="m.body"/>
+                                <div t-if="m.attachment_count" class="o_fhd_msg_attach">
+                                    <i class="fa fa-paperclip me-1"/>
+                                    <t t-esc="m.attachment_count"/> attachment(s) —
+                                    open the full ticket to download.
+                                </div>
+                            </div>
+                        </div>
+
+                        <div t-if="state.threadError" class="alert alert-danger mt-2">
+                            <i class="fa fa-exclamation-triangle me-1"/> <t t-esc="state.threadError"/>
+                        </div>
+
+                        <div class="o_fhd_field mt-2">
+                            <label>Your reply</label>
+                            <textarea class="form-control" rows="3"
+                                      t-att-value="state.replyBody"
+                                      t-on-input="(ev) => state.replyBody = ev.target.value"
+                                      placeholder="Add a follow-up… support will be notified."/>
+                        </div>
+                    </t>
+                </div>
+            </div>
+
+            <!-- ===== Footer ===== -->
             <t t-set-slot="footer">
-                <button class="btn btn-primary"
+                <t t-if="state.tab === 'new'">
-                        t-on-click="onSubmit"
+                    <button class="btn btn-primary" t-on-click="onSubmit"
                             t-att-disabled="state.submitting or !state.subject.trim()">
                         <t t-if="state.submitting"><i class="fa fa-spinner fa-spin me-1"/></t>
                         <t t-else=""><i class="fa fa-paper-plane me-1"/></t>
                         Submit
                     </button>
-                <button class="btn btn-secondary" t-on-click="props.close">
+                    <button class="btn btn-secondary" t-on-click="props.close">Close</button>
-                    Close
+                </t>
+                <t t-elif="state.tab === 'thread'">
+                    <button class="btn btn-primary" t-on-click="sendReply"
+                            t-att-disabled="state.sendingReply or !state.replyBody.trim()">
+                        <t t-if="state.sendingReply"><i class="fa fa-spinner fa-spin me-1"/></t>
+                        <t t-else=""><i class="fa fa-reply me-1"/></t>
+                        Send reply
                     </button>
+                    <button class="btn btn-secondary" t-on-click="backToList">
+                        <i class="fa fa-arrow-left me-1"/> Back
+                    </button>
+                </t>
+                <t t-else="">
+                    <button class="btn btn-secondary" t-on-click="props.close">Close</button>
+                </t>
             </t>
         </Dialog>
     </t>

fusion_helpdesk/static/src/xml/fusion_helpdesk_systray.xml

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

fusion_helpdesk/tests/__init__.py

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

fusion_helpdesk/tests/test_seen.py

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

fusion_helpdesk/tests/test_utils.py

@@ -0,0 +1,105 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+"""Unit tests for the pure helpers in fusion_helpdesk.utils.
+
+These need no live central Odoo — they pin the identity keystone, the
+scoping security boundary, the public-message filter and the unread
+maths as plain data transformations.
+"""
+from odoo.tests import TransactionCase, tagged
+
+from odoo.addons.fusion_helpdesk.utils import (
+    build_ticket_vals,
+    build_scope_domain,
+    is_public_message,
+    compute_unread_count,
+)
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk')
+class TestBuildTicketVals(TransactionCase):
+
+    def test_identity_fields_present(self):
+        vals = build_ticket_vals(
+            kind='bug', subject='X', body_html='<p>b</p>',
+            team_id=1, client_label='ENTECH',
+            reporter_name='John Doe', reporter_email='john@entech.com',
+            company_name='ENTECH Inc',
+        )
+        self.assertEqual(vals['partner_email'], 'john@entech.com')
+        self.assertEqual(vals['partner_name'], 'John Doe')
+        self.assertEqual(vals['x_fc_client_label'], 'ENTECH')
+        self.assertEqual(vals['partner_company_name'], 'ENTECH Inc')
+        self.assertEqual(vals['team_id'], 1)
+        self.assertIn('X', vals['name'])
+        self.assertIn('[ENTECH]', vals['name'])
+
+    def test_no_email_omits_partner_email(self):
+        vals = build_ticket_vals(
+            kind='feature', subject='Y', body_html='<p>b</p>',
+            team_id=False, client_label='', reporter_name='Jane',
+            reporter_email='', company_name='',
+        )
+        self.assertNotIn('partner_email', vals)      # never send an empty email
+        self.assertNotIn('team_id', vals)            # omit falsy team
+        self.assertNotIn('x_fc_client_label', vals)  # omit empty label
+        self.assertEqual(vals['partner_name'], 'Jane')
+        self.assertIn('Feature Request', vals['name'])
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk')
+class TestScopeDomain(TransactionCase):
+
+    def test_regular_scope_binds_email_and_label(self):
+        dom = build_scope_domain(label='ENTECH', email='john@entech.com', is_admin=False)
+        self.assertIn(('x_fc_client_label', '=', 'ENTECH'), dom)
+        self.assertIn(('partner_email', '=ilike', 'john@entech.com'), dom)
+
+    def test_admin_scope_binds_label_only(self):
+        dom = build_scope_domain(label='ENTECH', email='a@entech.com', is_admin=True)
+        self.assertIn(('x_fc_client_label', '=', 'ENTECH'), dom)
+        self.assertFalse(any(t[0] == 'partner_email' for t in dom))
+
+    def test_empty_label_never_matches_everything(self):
+        dom = build_scope_domain(label='', email='', is_admin=True)
+        # label term must be present and must NOT be an empty string
+        label_terms = [t for t in dom if t[0] == 'x_fc_client_label']
+        self.assertEqual(len(label_terms), 1)
+        self.assertNotEqual(label_terms[0][2], '')
+
+    def test_wildcard_email_cannot_widen_scope(self):
+        # IDOR guard: a self-set email of '%' must NOT become a match-all
+        # =ilike term — the wildcard has to be escaped to a literal.
+        dom = build_scope_domain(label='ENTECH', email='%', is_admin=False)
+        email_terms = [t for t in dom if t[0] == 'partner_email']
+        self.assertEqual(len(email_terms), 1)
+        self.assertEqual(email_terms[0][2], '\\%',
+                         "'%' must be escaped so ILIKE matches it literally")
+
+    def test_underscore_in_real_email_is_escaped_but_preserved(self):
+        dom = build_scope_domain(label='ENTECH', email='john_doe@x.com', is_admin=False)
+        email_terms = [t for t in dom if t[0] == 'partner_email']
+        self.assertEqual(email_terms[0][2], 'john\\_doe@x.com')
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk')
+class TestMessageFilterAndUnread(TransactionCase):
+
+    def test_internal_note_is_not_public(self):
+        self.assertFalse(is_public_message({'subtype_is_internal': True}))
+        self.assertTrue(is_public_message({'subtype_is_internal': False}))
+        self.assertTrue(is_public_message({}))  # default visible
+
+    def test_unread_count(self):
+        tickets = [
+            {'id': 1, 'last_support_msg_id': 10},   # seen 10 -> read
+            {'id': 2, 'last_support_msg_id': 5},    # seen 3  -> unread
+            {'id': 3, 'last_support_msg_id': 0},    # no support msg
+        ]
+        seen = {1: 10, 2: 3}
+        self.assertEqual(compute_unread_count(tickets, seen), 1)
+
+    def test_unread_count_unseen_ticket_counts(self):
+        tickets = [{'id': 9, 'last_support_msg_id': 4}]
+        self.assertEqual(compute_unread_count(tickets, {}), 1)

fusion_helpdesk/utils.py

@@ -0,0 +1,98 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+"""Pure helpers for fusion_helpdesk.
+
+No Odoo environment, no `request` — just data in, data out. Everything
+here is unit-testable in isolation, which is what lets us validate the
+identity keystone, the server-side scoping boundary, the public-message
+filter and the unread maths without a live central Odoo to talk to.
+"""
+
+# Sentinel used so a missing label/email can never widen a domain to
+# "match everything". An empty string in `=`/`=ilike` would match rows
+# whose field is also empty; '__none__' will simply match nothing.
+_NO_MATCH = '__none__'
+
+
+def escape_like(value):
+    """Escape SQL LIKE/ILIKE wildcards so a user-supplied value can never
+    widen an `=ilike` match to other rows.
+
+    `res.users.email` is self-writeable and unvalidated, so without this a
+    user could set their email to ``%`` and have ``partner_email =ilike '%'``
+    match EVERY ticket in their deployment (a cross-user IDOR). Escaping the
+    backslash first, then ``%`` and ``_``, makes those characters match
+    literally. Real emails containing ``_`` (e.g. ``john_doe@x.com``) keep
+    working — the underscore is matched as a literal, which is what we want.
+    """
+    return (value or '').replace('\\', '\\\\').replace('%', '\\%').replace('_', '\\_')
+
+
+def build_ticket_vals(kind, subject, body_html, team_id, client_label,
+                      reporter_name, reporter_email, company_name):
+    """Construct the `helpdesk.ticket` create vals for a forwarded report.
+
+    The identity fields (`partner_email`, `partner_name`,
+    `partner_company_name`) drive native helpdesk find-or-create of the
+    customer partner + follower subscription on the central Odoo, and
+    `x_fc_client_label` tags the deployment for the scoped inbox.
+    """
+    kind_label = 'Bug Report' if kind == 'bug' else 'Feature Request'
+    prefix = ('[%s] ' % client_label) if client_label else ''
+    vals = {
+        'name': '%s%s: %s' % (prefix, kind_label, subject or '(untitled)'),
+        'description': body_html,
+        'partner_name': reporter_name or '',
+    }
+    if team_id:
+        vals['team_id'] = team_id
+    if reporter_email:
+        vals['partner_email'] = reporter_email
+    if company_name:
+        vals['partner_company_name'] = company_name
+    if client_label:
+        vals['x_fc_client_label'] = client_label
+    return vals
+
+
+def build_scope_domain(label, email, is_admin):
+    """Server-side ticket scope for the embedded inbox.
+
+    `x_fc_client_label` is ALWAYS bound (defense in depth) so neither a
+    regular user nor a deployment admin can ever read another
+    deployment's tickets — even though the shared bot can technically see
+    every ticket on the central Odoo. Regular users are additionally
+    bound to their own `partner_email`.
+    """
+    domain = [('x_fc_client_label', '=', label or _NO_MATCH)]
+    if not is_admin:
+        safe_email = escape_like(email)
+        domain.append(('partner_email', '=ilike', safe_email or _NO_MATCH))
+    return domain
+
+
+def is_public_message(msg):
+    """True when a message is customer-visible (not an internal note).
+
+    `msg` is a plain dict carrying a `subtype_is_internal` flag resolved
+    from the central `mail.message.subtype`. Internal notes must never be
+    shown to a client in the embedded inbox.
+    """
+    return not msg.get('subtype_is_internal', False)
+
+
+def compute_unread_count(tickets, seen_by_id):
+    """Number of tickets with a support reply the user hasn't seen.
+
+    `tickets` is a list of dicts each carrying `id` and
+    `last_support_msg_id` (id of the latest customer-visible support
+    message, 0 if none). `seen_by_id` maps central ticket id -> last
+    message id the user has seen (absent => 0 baseline).
+    """
+    count = 0
+    for ticket in tickets:
+        last = ticket.get('last_support_msg_id') or 0
+        if last and last > (seen_by_id.get(ticket['id']) or 0):
+            count += 1
+    return count

fusion_helpdesk_central/__manifest__.py

@@ -3,7 +3,7 @@
 # License OPL-1
 {
     'name': 'Fusion Helpdesk Central — Client API Keys',
-    'version': '19.0.1.0.2',
+    'version': '19.0.1.1.0',
     'category': 'Productivity',
     'summary': 'Admin UI on the central Odoo for issuing per-client API '
                'keys used by fusion_helpdesk client deployments.',
@@ -28,7 +28,9 @@ Depends only on `helpdesk`. No client-side install needed.
     'data': [
         'security/ir.model.access.csv',
         'data/ir_config_parameter_data.xml',
+        'data/mail_template_ack.xml',
         'views/fusion_helpdesk_client_key_views.xml',
+        'views/helpdesk_ticket_views.xml',
     ],
     'installable': True,
     'auto_install': False,

fusion_helpdesk_central/data/mail_template_ack.xml

@@ -0,0 +1,55 @@
+<?xml version="1.0" encoding="utf-8"?>
+<!--
+    Copyright 2026 Nexa Systems Inc.
+    License OPL-1
+
+    Branded acknowledgement sent to the customer when an in-app-channel
+    ticket is created. Carries the portal magic link (object.get_portal_url()
+    embeds the access token) so the customer can track + reply without an
+    account. Button colours follow the company email branding, like Odoo's
+    own helpdesk templates.
+-->
+<odoo>
+    <data noupdate="1">
+        <record id="mail_template_ticket_ack" model="mail.template">
+            <field name="name">Helpdesk: Ticket Acknowledgement (Fusion)</field>
+            <field name="model_id" ref="helpdesk.model_helpdesk_ticket"/>
+            <field name="subject">We received your request [{{ object.ticket_ref or object.id }}]</field>
+            <field name="partner_to">{{ object.partner_id.id }}</field>
+            <field name="lang">{{ object.partner_id.lang }}</field>
+            <field name="auto_delete" eval="True"/>
+            <field name="body_html" type="html">
+                <div style="margin:0; padding:0; font-family:Arial, Helvetica, sans-serif; color:#21252b; font-size:14px;">
+                    <p>Hello <t t-out="object.partner_name or 'there'"/>,</p>
+                    <p>
+                        Thanks for reaching out — we've received your request and our
+                        support team will be in touch. Here are the details:
+                    </p>
+                    <table style="margin:12px 0; font-size:14px;">
+                        <tr>
+                            <td style="padding:2px 12px 2px 0; color:#6c757d;">Reference</td>
+                            <td style="padding:2px 0;"><strong t-out="object.ticket_ref or object.id"/></td>
+                        </tr>
+                        <tr>
+                            <td style="padding:2px 12px 2px 0; color:#6c757d;">Subject</td>
+                            <td style="padding:2px 0;"><t t-out="object.name or ''"/></td>
+                        </tr>
+                    </table>
+                    <p style="margin:18px 0;">
+                        <a t-att-href="object.get_base_url() + object.get_portal_url()"
+                           target="_blank"
+                           t-attf-style="background-color: {{ object.company_id.email_secondary_color or '#2c89e9' }}; padding:10px 18px; text-decoration:none; color: {{ object.company_id.email_primary_color or '#ffffff' }}; border-radius:5px; font-size:14px; display:inline-block;">
+                            View &amp; track your ticket
+                        </a>
+                    </p>
+                    <p style="color:#6c757d; font-size:13px;">
+                        You can reply directly to this email to add information, follow up
+                        from the link above, or sign up for an account from that page to
+                        manage all of your requests in one place.
+                    </p>
+                    <p style="color:#6c757d; font-size:13px;">— <t t-out="object.company_id.name or 'Support'"/></p>
+                </div>
+            </field>
+        </record>
+    </data>
+</odoo>

fusion_helpdesk_central/models/__init__.py

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

fusion_helpdesk_central/models/helpdesk_ticket.py

@@ -0,0 +1,57 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+"""Central-side helpdesk.ticket extensions for the customer follow-up 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.
+"""
+import logging
+
+from odoo import api, fields, models
+
+_logger = logging.getLogger(__name__)
+
+
+class HelpdeskTicket(models.Model):
+    _inherit = 'helpdesk.ticket'
+
+    x_fc_client_label = fields.Char(
+        string='Client Deployment', index=True, copy=False,
+        help='Deployment tag (e.g. ENTECH) set by the fusion_helpdesk in-app '
+             'reporter. Scopes the embedded "My Tickets" inbox per client and '
+             'lets support filter tickets by originating deployment.',
+    )
+
+    @api.model_create_multi
+    def create(self, vals_list):
+        tickets = super().create(vals_list)
+        tickets._fc_send_ack_email()
+        return tickets
+
+    def _fc_send_ack_email(self):
+        """Send the branded acknowledgement (with magic link) to the customer.
+
+        Only fires for in-app-channel tickets (those tagged with a client
+        label) that have a customer email — external web-form submissions
+        rely on the native website confirmation, so this won't double-send.
+        The whole thing is best-effort: a template/mail failure must never
+        block ticket creation, so we log and move on.
+        """
+        template = self.env.ref(
+            'fusion_helpdesk_central.mail_template_ticket_ack',
+            raise_if_not_found=False,
+        )
+        if not template:
+            return
+        for ticket in self:
+            if not (ticket.x_fc_client_label and ticket.partner_email):
+                continue
+            try:
+                template.send_mail(ticket.id, force_send=False)
+            except Exception:  # noqa: BLE001 — ack must never block create
+                _logger.exception(
+                    'fusion_helpdesk_central: acknowledgement email failed '
+                    'for ticket %s (%s)', ticket.id, ticket.x_fc_client_label,
+                )

fusion_helpdesk_central/tests/__init__.py

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

fusion_helpdesk_central/tests/test_identity.py

@@ -0,0 +1,68 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+"""Identity-keystone tests for the central helpdesk extensions.
+
+Runs on an Enterprise environment (helpdesk installed) — e.g. odoo-nexa or
+odoo-trial. Validates that passing partner_email resolves the customer +
+follower (native), that the client label is stored, and that the branded
+acknowledgement only fires for in-app-channel tickets.
+"""
+from odoo.tests import TransactionCase, tagged
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk_central')
+class TestTicketIdentity(TransactionCase):
+
+    @classmethod
+    def setUpClass(cls):
+        super().setUpClass()
+        cls.team = cls.env['helpdesk.team'].search([], limit=1)
+
+    def _ack_mails(self, ticket):
+        return self.env['mail.mail'].search([
+            ('model', '=', 'helpdesk.ticket'),
+            ('res_id', '=', ticket.id),
+        ]).filtered(lambda m: 'received your request' in (m.subject or ''))
+
+    def test_partner_resolution_follower_and_label(self):
+        ticket = self.env['helpdesk.ticket'].create({
+            'name': 'Keystone test',
+            'team_id': self.team.id,
+            'partner_email': 'keystone.newperson@example.com',
+            'partner_name': 'Key Stone',
+            'x_fc_client_label': 'ENTECH',
+        })
+        self.assertEqual(ticket.x_fc_client_label, 'ENTECH')
+        self.assertTrue(
+            ticket.partner_id,
+            "native create() should find-or-create a partner from partner_email")
+        self.assertEqual(ticket.partner_id.email, 'keystone.newperson@example.com')
+        self.assertIn(
+            ticket.partner_id, ticket.message_partner_ids,
+            "the customer must be subscribed as a follower")
+
+    def test_ack_email_for_inapp_ticket(self):
+        ticket = self.env['helpdesk.ticket'].create({
+            'name': 'Ack test',
+            'team_id': self.team.id,
+            'partner_email': 'ack.person@example.com',
+            'partner_name': 'Ack Person',
+            'x_fc_client_label': 'ENTECH',
+        })
+        self.assertTrue(
+            self._ack_mails(ticket),
+            "an in-app ticket with a customer email should get our ack email")
+
+    def test_no_ack_without_client_label(self):
+        # Simulates an external web-form ticket — no client label, so our
+        # acknowledgement must NOT fire (avoids double-acknowledgement).
+        ticket = self.env['helpdesk.ticket'].create({
+            'name': 'External web ticket',
+            'team_id': self.team.id,
+            'partner_email': 'external.web@example.com',
+            'partner_name': 'External Web',
+        })
+        self.assertFalse(
+            self._ack_mails(ticket),
+            "no client label => our acknowledgement should not send")

fusion_helpdesk_central/views/helpdesk_ticket_views.xml

@@ -0,0 +1,34 @@
+<?xml version="1.0" encoding="utf-8"?>
+<!--
+    Copyright 2026 Nexa Systems Inc.
+    License OPL-1
+    Surface the client-deployment tag in the agent backend so support can
+    see + filter tickets by the deployment they came from.
+-->
+<odoo>
+
+    <record id="fhc_ticket_list_label" model="ir.ui.view">
+        <field name="name">fhc.helpdesk.ticket.list.client_label</field>
+        <field name="model">helpdesk.ticket</field>
+        <field name="inherit_id" ref="helpdesk.helpdesk_tickets_view_tree"/>
+        <field name="arch" type="xml">
+            <xpath expr="//list" position="inside">
+                <field name="x_fc_client_label" optional="show"/>
+            </xpath>
+        </field>
+    </record>
+
+    <record id="fhc_ticket_search_label" model="ir.ui.view">
+        <field name="name">fhc.helpdesk.ticket.search.client_label</field>
+        <field name="model">helpdesk.ticket</field>
+        <field name="inherit_id" ref="helpdesk.helpdesk_tickets_view_search"/>
+        <field name="arch" type="xml">
+            <xpath expr="//search" position="inside">
+                <field name="x_fc_client_label"/>
+                <filter string="Client Deployment" name="group_client_label"
+                        context="{'group_by': 'x_fc_client_label'}"/>
+            </xpath>
+        </field>
+    </record>
+
+</odoo>