8cc02759b8
Adds a one-click 'loop the owner into the chatter' shortcut on the
ticket form — separate from the engagement approval flow, just keeps
the owner in the loop on ongoing communication.
What's new on helpdesk.ticket:
- x_fc_owner_display (computed Char): 'Kris Pathinather <kris@…>',
read live from fusion.helpdesk.client.key so a change to the owner
contact reflects immediately on every existing ticket.
- x_fc_owner_email_resolved (computed Char): email-only slice, drives
view visibility (the field + button only render when an owner is
configured).
- x_fc_owner_is_follower (computed Boolean): True when a partner with
the owner email is in message_partner_ids. Swaps the button for a
green 'Following' badge when the owner is already on the thread.
- action_add_owner_as_follower(): find-or-create the owner partner by
email and message_subscribe. Idempotent — second call is a no-op,
no duplicate partner. Raises UserError with a clear message if no
owner is configured.
View extension on the helpdesk ticket form: injects right after the
existing partner_id ('Customer') field in the customer side group,
so it reads as 'Customer | Owner Contact [Add as Follower]' — same
row, no layout shift when the state flips to 'Following'.
Tests cover the compute display in three states (configured,
no-client-label, no-owner-on-key), the action's three paths
(create-and-subscribe, reuse-existing-partner, idempotent-when-
already-following), and the UserError when nothing is configured.
Smoke-tested live on nexa: ticket with x_fc_client_label='ENTECH'
displays 'Kris Pathinather <kris@enplating.ca>'; first click adds
res.partner #723 to followers and flips owner_is_follower to True;
second click is a no-op.
Bumps fusion_helpdesk_central to 19.0.2.1.0.
155 lines
7.6 KiB
XML
155 lines
7.6 KiB
XML
<?xml version="1.0" encoding="utf-8"?>
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<!--
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Copyright 2026 Nexa Systems Inc.
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License OPL-1
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Surface the client-deployment tag in the agent backend so support can
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see + filter tickets by the deployment they came from.
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-->
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<odoo>
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<record id="fhc_ticket_list_label" model="ir.ui.view">
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<field name="name">fhc.helpdesk.ticket.list.client_label</field>
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<field name="model">helpdesk.ticket</field>
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<field name="inherit_id" ref="helpdesk.helpdesk_tickets_view_tree"/>
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<field name="arch" type="xml">
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<xpath expr="//list" position="inside">
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<field name="x_fc_client_label" optional="show"/>
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</xpath>
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</field>
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</record>
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<record id="fhc_ticket_search_label" model="ir.ui.view">
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<field name="name">fhc.helpdesk.ticket.search.client_label</field>
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<field name="model">helpdesk.ticket</field>
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<field name="inherit_id" ref="helpdesk.helpdesk_tickets_view_search"/>
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<field name="arch" type="xml">
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<xpath expr="//search" position="inside">
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<field name="x_fc_client_label"/>
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<filter string="Client Deployment" name="group_client_label"
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context="{'group_by': 'x_fc_client_label'}"/>
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<separator/>
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<filter string="Awaiting Owner Approval" name="fhc_pending_engagement"
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domain="[('x_fc_engagement_state', '=', 'pending')]"/>
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<filter string="Owner Approved" name="fhc_approved_engagement"
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domain="[('x_fc_engagement_state', '=', 'approved')]"/>
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<filter string="Owner Rejected" name="fhc_rejected_engagement"
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domain="[('x_fc_engagement_state', '=', 'rejected')]"/>
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</xpath>
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</field>
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</record>
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<!--
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Inherited ticket form. Adds:
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* Header button "Request Owner Approval" (form-button entry into
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the wizard). Disabled when there's no client_label OR no owner
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contact on the client_key — see the action_open_engagement_wizard
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method which raises a UserError with the same explanation.
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* State pill in the title row showing pending / approved / rejected.
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* Collapsible "Owner Engagement" group with the audit fields.
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Inherited views in Odoo 19 cannot carry `groups`/`group_ids` on the
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record (raises ParseError); per-node `groups=` attributes are fine.
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-->
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<record id="fhc_ticket_form_engagement" model="ir.ui.view">
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<field name="name">fhc.helpdesk.ticket.form.engagement</field>
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<field name="model">helpdesk.ticket</field>
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<field name="inherit_id" ref="helpdesk.helpdesk_ticket_view_form"/>
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<field name="arch" type="xml">
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<!-- Header button + state badge. Placed at the top of the
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header so it's the first thing support sees. -->
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<xpath expr="//header" position="inside">
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<button name="action_open_engagement_wizard"
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type="object"
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string="Request Owner Approval"
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class="oe_highlight"
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invisible="not x_fc_client_label or x_fc_engagement_state == 'pending'"
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groups="base.group_user"/>
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<button name="action_open_engagement_wizard"
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type="object"
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string="Re-engage Owner"
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invisible="x_fc_engagement_state != 'pending'"
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groups="base.group_user"/>
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<field name="x_fc_engagement_state" widget="statusbar"
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invisible="x_fc_engagement_state == 'none'"
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statusbar_visible="pending,approved,rejected"/>
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</xpath>
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<!--
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Owner Contact display + Add-as-Follower button in the
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customer side group. Lives next to partner_id (the
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"Customer" field) so it reads naturally as a second
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contact slot. The button vanishes once the owner is
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already following and a green "Following" badge takes
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its place — same row, no layout shift.
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-->
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<xpath expr="//field[@name='partner_id']" position="after">
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<field name="x_fc_owner_email_resolved" invisible="1"/>
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<field name="x_fc_owner_is_follower" invisible="1"/>
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<label for="x_fc_owner_display" string="Owner Contact"
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invisible="not x_fc_owner_email_resolved"/>
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<div class="o_row" invisible="not x_fc_owner_email_resolved">
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<field name="x_fc_owner_display" nolabel="1" readonly="1"/>
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<button name="action_add_owner_as_follower"
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type="object"
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string="Add as Follower"
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icon="fa-user-plus"
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class="btn-link"
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invisible="x_fc_owner_is_follower"/>
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<span invisible="not x_fc_owner_is_follower"
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class="text-success ms-2">
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<i class="fa fa-check-circle me-1"/>Following
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</span>
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</div>
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</xpath>
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<!-- Collapsible Owner Engagement page on the notebook. -->
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<xpath expr="//notebook" position="inside">
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<page string="Owner Engagement"
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name="fhc_engagement_page"
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invisible="x_fc_engagement_state == 'none'">
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<group>
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<group>
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<field name="x_fc_engagement_state" readonly="1"/>
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<field name="x_fc_engagement_name" readonly="1"/>
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<field name="x_fc_engagement_email" readonly="1" widget="email"/>
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</group>
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<group>
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<field name="x_fc_engagement_sent_at" readonly="1"/>
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<field name="x_fc_engagement_reminded_at" readonly="1"/>
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<field name="x_fc_engagement_decided_at" readonly="1"/>
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<field name="x_fc_engagement_turnaround_hours" readonly="1"/>
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</group>
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</group>
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<separator string="AI Summary (snapshotted at engagement)"/>
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<field name="x_fc_ai_summary" readonly="1" nolabel="1"/>
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</page>
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</xpath>
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</field>
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</record>
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<!--
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Kanban dot on the main Helpdesk kanban deferred — the underlying
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view's structure varies between Helpdesk versions and reaching into
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it with xpath is fragile. The Reporting → Owner Engagements kanban
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(grouped by state) gives the same at-a-glance signal until we have
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a stable hook in helpdesk's main kanban.
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-->
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<!--
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Server action — bulk "Request Owner Approval" available from the
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helpdesk.ticket list view. Validation happens in the wizard's
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default_get; the server action just opens the wizard with the
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selection in context.
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-->
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<record id="action_engagement_bulk" model="ir.actions.server">
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<field name="name">Request Owner Approval (Bulk)</field>
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<field name="model_id" ref="helpdesk.model_helpdesk_ticket"/>
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<field name="binding_model_id" ref="helpdesk.model_helpdesk_ticket"/>
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<field name="binding_view_types">list,kanban</field>
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<field name="state">code</field>
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<field name="code">action = model.action_open_engagement_wizard_bulk()</field>
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</record>
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</odoo>
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