d7ec91b0f1
Three coordinated changes on top of the section grouping: 1. **Mark as Critical** — a red chip on the New tab sets priority='3' when submitted. The central post-create hook auto-applies a "Critical" helpdesk.tag (shipped via fusion_helpdesk_central data XML, noupdate=1 so support can recolor without losing it on upgrade), giving support a kanban-groupable signal that doesn't rely on remembering what priority='3' means. Scoped to in-app-channel tickets only, so a support agent manually setting Urgent on their own ticket isn't silently tagged. 2. **KPI cards above the sections** — Total / Open / Closed / Critical in a 4-up grid (auto-collapses to 2x2 under 540px). Each card uses its own saturated gradient so it reads on both light and dark mode — the dialog backdrop is irrelevant because the gradient brings its own background. Counts are computed in JS from state.tickets so they always match what's rendered below. 3. **Colored stage pills** — red Critical, green Solved, dark-yellow New, orange Cancelled, blue for In Progress / Testing / On Hold. Critical priority gets a *separate* red pill alongside the stage pill so you keep stage info even on escalated tickets. Stage matching is substring-based (lowercased) so a renamed "Resolved" or "Done" stage on central still maps to the green pill. Tests cover the new is_critical=True → priority='3' wiring and the default omission so SLA / stage defaults keep working for normal tickets. Bumps fusion_helpdesk to 19.0.1.7.0 and fusion_helpdesk_central to 19.0.1.2.0. End-to-end smoke test verified live: priority=3 + x_fc_client_label triggers the Critical tag.
84 lines
3.3 KiB
Python
84 lines
3.3 KiB
Python
# -*- coding: utf-8 -*-
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# Copyright 2026 Nexa Systems Inc.
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# License OPL-1
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"""Central-side helpdesk.ticket extensions for the customer follow-up flow.
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Adds the `x_fc_client_label` deployment tag (set by the in-app reporter so
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the embedded inbox can scope per client) and sends a branded acknowledgement
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email — carrying the portal magic link — when an in-app ticket is created.
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"""
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import logging
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from odoo import api, fields, models
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_logger = logging.getLogger(__name__)
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class HelpdeskTicket(models.Model):
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_inherit = 'helpdesk.ticket'
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x_fc_client_label = fields.Char(
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string='Client Deployment', index=True, copy=False,
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help='Deployment tag (e.g. ENTECH) set by the fusion_helpdesk in-app '
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'reporter. Scopes the embedded "My Tickets" inbox per client and '
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'lets support filter tickets by originating deployment.',
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)
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@api.model_create_multi
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def create(self, vals_list):
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tickets = super().create(vals_list)
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tickets._fc_send_ack_email()
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tickets._fc_auto_tag_critical()
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return tickets
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def _fc_auto_tag_critical(self):
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"""Auto-apply the Critical tag on in-app tickets that were filed with
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priority='3' (Urgent — the client-side "Mark as Critical" toggle).
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Scoped to tickets carrying `x_fc_client_label` so support staff who
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manually set priority='3' on their own internal tickets aren't
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silently tagged. Best-effort: if the data XML hasn't loaded the tag
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yet (e.g. partial install), skip without raising — the ticket is
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already filed with priority='3' which is the load-bearing signal."""
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critical = self.filtered(
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lambda t: t.priority == '3' and t.x_fc_client_label
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)
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if not critical:
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return
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tag = self.env.ref(
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'fusion_helpdesk_central.tag_critical', raise_if_not_found=False,
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)
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if not tag:
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_logger.warning(
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'fusion_helpdesk_central: tag_critical not found, skipping '
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'auto-tag on %s critical ticket(s).', len(critical),
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)
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return
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critical.write({'tag_ids': [(4, tag.id)]})
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def _fc_send_ack_email(self):
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"""Send the branded acknowledgement (with magic link) to the customer.
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Only fires for in-app-channel tickets (those tagged with a client
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label) that have a customer email — external web-form submissions
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rely on the native website confirmation, so this won't double-send.
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The whole thing is best-effort: a template/mail failure must never
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block ticket creation, so we log and move on.
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"""
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template = self.env.ref(
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'fusion_helpdesk_central.mail_template_ticket_ack',
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raise_if_not_found=False,
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)
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if not template:
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return
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for ticket in self:
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if not (ticket.x_fc_client_label and ticket.partner_email):
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continue
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try:
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template.send_mail(ticket.id, force_send=False)
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except Exception: # noqa: BLE001 — ack must never block create
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_logger.exception(
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'fusion_helpdesk_central: acknowledgement email failed '
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'for ticket %s (%s)', ticket.id, ticket.x_fc_client_label,
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)
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