From b69f020cb674b2bccdc510ab692bf569109d524c Mon Sep 17 00:00:00 2001 From: Miquel Alzanillas Date: Thu, 31 Oct 2024 08:34:27 +0100 Subject: [PATCH] [ADD] helpdesk_ticket_close_inactive --- helpdesk_ticket_close_inactive/README.rst | 111 +++++ helpdesk_ticket_close_inactive/__init__.py | 3 + .../__manifest__.py | 21 + .../data/helpdesk_data.xml | 129 +++++ helpdesk_ticket_close_inactive/i18n/es.po | 245 ++++++++++ .../models/__init__.py | 3 + .../models/helpdesk_ticket_team.py | 156 ++++++ .../readme/CONFIGURE.md | 11 + .../readme/CONTRIBUTORS.md | 3 + .../readme/DESCRIPTION.md | 1 + .../readme/newsfragments/.gitkeep | 0 .../static/description/icon.png | Bin 0 -> 9455 bytes .../static/description/icon.svg | 79 +++ .../static/description/index.html | 455 ++++++++++++++++++ .../tests/__init__.py | 3 + .../tests/test_ticket_autoclose.py | 84 ++++ .../views/helpdesk_ticket_team.xml | 60 +++ .../addons/helpdesk_ticket_close_inactive | 1 + setup/helpdesk_ticket_close_inactive/setup.py | 6 + 19 files changed, 1371 insertions(+) create mode 100644 helpdesk_ticket_close_inactive/README.rst create mode 100644 helpdesk_ticket_close_inactive/__init__.py create mode 100644 helpdesk_ticket_close_inactive/__manifest__.py create mode 100644 helpdesk_ticket_close_inactive/data/helpdesk_data.xml create mode 100644 helpdesk_ticket_close_inactive/i18n/es.po create mode 100644 helpdesk_ticket_close_inactive/models/__init__.py create mode 100644 helpdesk_ticket_close_inactive/models/helpdesk_ticket_team.py create mode 100644 helpdesk_ticket_close_inactive/readme/CONFIGURE.md create mode 100644 helpdesk_ticket_close_inactive/readme/CONTRIBUTORS.md create mode 100644 helpdesk_ticket_close_inactive/readme/DESCRIPTION.md create mode 100644 helpdesk_ticket_close_inactive/readme/newsfragments/.gitkeep create mode 100644 helpdesk_ticket_close_inactive/static/description/icon.png create mode 100644 helpdesk_ticket_close_inactive/static/description/icon.svg create mode 100644 helpdesk_ticket_close_inactive/static/description/index.html create mode 100644 helpdesk_ticket_close_inactive/tests/__init__.py create mode 100644 helpdesk_ticket_close_inactive/tests/test_ticket_autoclose.py create mode 100644 helpdesk_ticket_close_inactive/views/helpdesk_ticket_team.xml create mode 120000 setup/helpdesk_ticket_close_inactive/odoo/addons/helpdesk_ticket_close_inactive create mode 100644 setup/helpdesk_ticket_close_inactive/setup.py diff --git a/helpdesk_ticket_close_inactive/README.rst b/helpdesk_ticket_close_inactive/README.rst new file mode 100644 index 0000000000..2c88889d97 --- /dev/null +++ b/helpdesk_ticket_close_inactive/README.rst @@ -0,0 +1,111 @@ +============================== +Helpdesk Ticket Close Inactive +============================== + +.. + !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! + !! This file is generated by oca-gen-addon-readme !! + !! changes will be overwritten. !! + !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! + !! source digest: sha256:f1bc78e3d9430b4bab000d782e9149fa81d1cf2da193ca82f01042b907f994c9 + !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! + +.. |badge1| image:: https://img.shields.io/badge/maturity-Alpha-red.png + :target: https://odoo-community.org/page/development-status + :alt: Alpha +.. |badge2| image:: https://img.shields.io/badge/licence-AGPL--3-blue.png + :target: http://www.gnu.org/licenses/agpl-3.0-standalone.html + :alt: License: AGPL-3 +.. |badge3| image:: https://img.shields.io/badge/github-OCA%2Fhelpdesk-lightgray.png?logo=github + :target: https://github.com/OCA/helpdesk/tree/16.0/helpdesk_ticket_close_inactive + :alt: OCA/helpdesk +.. |badge4| image:: https://img.shields.io/badge/weblate-Translate%20me-F47D42.png + :target: https://translation.odoo-community.org/projects/helpdesk-16-0/helpdesk-16-0-helpdesk_ticket_close_inactive + :alt: Translate me on Weblate +.. |badge5| image:: https://img.shields.io/badge/runboat-Try%20me-875A7B.png + :target: https://runboat.odoo-community.org/builds?repo=OCA/helpdesk&target_branch=16.0 + :alt: Try me on Runboat + +|badge1| |badge2| |badge3| |badge4| |badge5| + +Adds an option to configure a cron job that automatically closes +inactive helpdesk tickets after a specified number of days, set in the +helpdesk team settings. Sends notification emails to the customer +(partner) and assigned team members, providing a warning after an +initial period of inactivity and a final closure notification when the +maximum inactivity period is reached. + +.. IMPORTANT:: + This is an alpha version, the data model and design can change at any time without warning. + Only for development or testing purpose, do not use in production. + `More details on development status `_ + +**Table of contents** + +.. contents:: + :local: + +Configuration +============= + +To configure this module, you need to: + +- Go to Helpdesk > Settings > Teams. +- Select a team. +- Enable 'Automatic closure of inactive tickets' option. +- Set number of days to be reached before send a warning notification to + the partner. +- Set warning email template or use the one provided by default. +- Set number of days to be reached before closing ticket. +- Set closing email template or use the one provided by default. +- Set stages to be filtered on the domain to execute action. + +Bug Tracker +=========== + +Bugs are tracked on `GitHub Issues `_. +In case of trouble, please check there if your issue has already been reported. +If you spotted it first, help us to smash it by providing a detailed and welcomed +`feedback `_. + +Do not contact contributors directly about support or help with technical issues. + +Credits +======= + +Authors +------- + +* APSL-Nagarro + +Contributors +------------ + +- ``APSL-Nagarro ``\ \_: + + - Miquel Alzanillas miquel.alzanillas@nagarro.com + +Maintainers +----------- + +This module is maintained by the OCA. + +.. image:: https://odoo-community.org/logo.png + :alt: Odoo Community Association + :target: https://odoo-community.org + +OCA, or the Odoo Community Association, is a nonprofit organization whose +mission is to support the collaborative development of Odoo features and +promote its widespread use. + +.. |maintainer-miquelalzanillas| image:: https://github.com/miquelalzanillas.png?size=40px + :target: https://github.com/miquelalzanillas + :alt: miquelalzanillas + +Current `maintainer `__: + +|maintainer-miquelalzanillas| + +This module is part of the `OCA/helpdesk `_ project on GitHub. + +You are welcome to contribute. To learn how please visit https://odoo-community.org/page/Contribute. diff --git a/helpdesk_ticket_close_inactive/__init__.py b/helpdesk_ticket_close_inactive/__init__.py new file mode 100644 index 0000000000..31660d6a96 --- /dev/null +++ b/helpdesk_ticket_close_inactive/__init__.py @@ -0,0 +1,3 @@ +# License AGPL-3.0 or later (https://www.gnu.org/licenses/agpl). + +from . import models diff --git a/helpdesk_ticket_close_inactive/__manifest__.py b/helpdesk_ticket_close_inactive/__manifest__.py new file mode 100644 index 0000000000..799630246b --- /dev/null +++ b/helpdesk_ticket_close_inactive/__manifest__.py @@ -0,0 +1,21 @@ +# Copyright +# License AGPL-3.0 or later (https://www.gnu.org/licenses/agpl). +{ + "name": "Helpdesk Ticket Close Inactive", + "version": "16.0.1.0.0", + "development_status": "Alpha", + "category": "Helpdesk", + "website": "https://github.com/OCA/helpdesk", + "author": "APSL-Nagarro, Odoo Community Association (OCA)", + "maintainers": ["miquelalzanillas"], + "license": "AGPL-3", + "application": False, + "installable": True, + "depends": [ + "helpdesk_mgmt", + ], + "data": [ + "views/helpdesk_ticket_team.xml", + "data/helpdesk_data.xml", + ], +} diff --git a/helpdesk_ticket_close_inactive/data/helpdesk_data.xml b/helpdesk_ticket_close_inactive/data/helpdesk_data.xml new file mode 100644 index 0000000000..c4a1ec83f3 --- /dev/null +++ b/helpdesk_ticket_close_inactive/data/helpdesk_data.xml @@ -0,0 +1,129 @@ + + + + Close Inactive Tickets + + + code + +model.close_team_inactive_tickets() + + + 1 + days + -1 + + 0 + + + Helpdesk Inactivity Warning Ticket Notification Email + + {{object.company_id.partner_id.email}} + {{not object.partner_id and object.partner_email or ''}}, + The ticket {{object.number}} will be closed. + {{object.partner_id.id}} + + {{object.partner_id.lang}} + + + + + + + + + + + + + + + + +
+ + + + +
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+

Hello ,

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This ticket "" will be closed in days if it is not updated .

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+ + + diff --git a/helpdesk_ticket_close_inactive/i18n/es.po b/helpdesk_ticket_close_inactive/i18n/es.po new file mode 100644 index 0000000000..48cd0f4a22 --- /dev/null +++ b/helpdesk_ticket_close_inactive/i18n/es.po @@ -0,0 +1,245 @@ +# Translation of Odoo Server. +# This file contains the translation of the following modules: +# * helpdesk_ticket_close_inactive +# +msgid "" +msgstr "" +"Project-Id-Version: Odoo Server 16.0\n" +"Report-Msgid-Bugs-To: \n" +"POT-Creation-Date: 2024-11-07 19:11+0000\n" +"PO-Revision-Date: 2024-11-07 19:11+0000\n" +"Last-Translator: \n" +"Language-Team: \n" +"MIME-Version: 1.0\n" +"Content-Type: text/plain; charset=UTF-8\n" +"Content-Transfer-Encoding: \n" +"Plural-Forms: \n" + +#. module: helpdesk_ticket_close_inactive +#: model:mail.template,body_html:helpdesk_ticket_close_inactive.warning_inactive_ticket_template +msgid "" +"\n" +" \n" +" \n" +" \n" +" \n" +" \n" +" \n" +" \n" +" \n" +" \n" +" \n" +" \n" +" \n" +" \n" +" \n" +"
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Hello ,

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This ticket \"\" will be closed in days if it is not updated .

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Hello ,

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Este ticket \"\" se va a cerrar en días si no recibe ninguna actualización.

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\n" +" " + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model.fields,field_description:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__close_inactive_tickets +#: model_terms:ir.ui.view,arch_db:helpdesk_ticket_close_inactive.inherit_view_project +msgid "Automatic closure of inactive tickets" +msgstr "Cerrar automáticamente los tickets inactivos" + +#. module: helpdesk_ticket_close_inactive +#: model:ir.actions.server,name:helpdesk_ticket_close_inactive.ir_cron_close_inactive_tickets_ir_actions_server +#: model:ir.cron,cron_name:helpdesk_ticket_close_inactive.ir_cron_close_inactive_tickets +msgid "Close Inactive Tickets" +msgstr "Cerrar Tickets Inactivos" + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model.fields,field_description:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__closing_ticket_stage +msgid "Closing Stage" +msgstr "Etapa de Cierre" + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model.fields,field_description:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__close_inactive_mail_template_id +msgid "Closing email template" +msgstr "Plantilla de correo de cierre" + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model.fields,help:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__inactive_tickets_day_limit_closing +msgid "Day limit for automatic ticket closing due to inactivity." +msgstr "Número de días límite antes del cierre del ticket" + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model.fields,help:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__inactive_tickets_day_limit_warning +msgid "" +"Day limit for email notification of upcoming ticket closure due to " +"inactivity." +msgstr "" +"Límite de días de inactividad para el aviso por email del cierre próximo de " +"un ticket." + +#. module: helpdesk_ticket_close_inactive +#: model:mail.template,name:helpdesk_ticket_close_inactive.warning_inactive_ticket_template +msgid "Helpdesk Inactivity Warning Ticket Notification Email" +msgstr "Correo de notificación de aviso de cierre de ticket del Helpdesk" + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model,name:helpdesk_ticket_close_inactive.model_helpdesk_ticket_team +msgid "Helpdesk Ticket Team" +msgstr "Equipo de ticket Helpdesk" + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model.fields,field_description:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__inactive_tickets_day_limit_closing +msgid "Inactive Tickets Day Limit Closing" +msgstr "Límite de días de cierre de tickets inactivos" + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model.fields,field_description:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__inactive_tickets_day_limit_warning +msgid "Inactive days limit before send a warning" +msgstr "Límite de dias de inactividad para enviar un aviso" + +#. module: helpdesk_ticket_close_inactive +#: model_terms:ir.ui.view,arch_db:helpdesk_ticket_close_inactive.inherit_view_project +msgid "Inactivity Warning Notification" +msgstr "" + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model.fields,field_description:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__warning_inactive_mail_template_id +msgid "Inactivity warning email template" +msgstr "Plantilla de correo del aviso de inactividad" + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model.fields,help:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__closing_ticket_stage +msgid "Set this stage for autoclosing tickets" +msgstr "Establecer esta etapa para el autocierre de tickets" + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model.fields,help:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__close_inactive_mail_template_id +#: model:ir.model.fields,help:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__warning_inactive_mail_template_id +msgid "Template to be sent on inactive ticket closing notification" +msgstr "" +"Plantilla que se enviará en la notificación del cierre del ticket inactivo" + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model.fields,help:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__ticket_stage_ids +msgid "" +"The cronjob will check for inactivity in tickets that are in these stages." +msgstr "" + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model.fields,help:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__ticket_category_ids +msgid "" +"The cronjob will check for inactivity in tickets that belongs to this " +"categories." +msgstr "" + +#. module: helpdesk_ticket_close_inactive +#: model:mail.template,subject:helpdesk_ticket_close_inactive.warning_inactive_ticket_template +msgid "The ticket {{object.number}} will be closed." +msgstr "El ticket {{object.number}} se va a cerrar próximamente." + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model.fields,help:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__close_inactive_tickets +msgid "This option enables a cronjob to automatically close inactive tickets." +msgstr "" +"Esta opción activa una tarea para cerrar tickets sin activada de forma " +"automática." + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model.fields,field_description:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__ticket_category_ids +msgid "Ticket Category" +msgstr "Categoría del Ticket" + +#. module: helpdesk_ticket_close_inactive +#: model_terms:ir.ui.view,arch_db:helpdesk_ticket_close_inactive.inherit_view_project +msgid "Ticket Category Filter" +msgstr "filtro de Categorias del Ticket" + +#. module: helpdesk_ticket_close_inactive +#: model_terms:ir.ui.view,arch_db:helpdesk_ticket_close_inactive.inherit_view_project +msgid "Ticket Closing" +msgstr "Cierre de Ticket" + +#. module: helpdesk_ticket_close_inactive +#: model:ir.model.fields,field_description:helpdesk_ticket_close_inactive.field_helpdesk_ticket_team__ticket_stage_ids +msgid "Ticket Stage" +msgstr "Etapa del Ticket" + +#. module: helpdesk_ticket_close_inactive +#: model_terms:ir.ui.view,arch_db:helpdesk_ticket_close_inactive.inherit_view_project +msgid "Ticket Stage Filter" +msgstr "Filtro de Etapas de Ticket" \ No newline at end of file diff --git a/helpdesk_ticket_close_inactive/models/__init__.py b/helpdesk_ticket_close_inactive/models/__init__.py new file mode 100644 index 0000000000..a68d1884da --- /dev/null +++ b/helpdesk_ticket_close_inactive/models/__init__.py @@ -0,0 +1,3 @@ +# License AGPL-3.0 or later (https://www.gnu.org/licenses/agpl). + +from . import helpdesk_ticket_team diff --git a/helpdesk_ticket_close_inactive/models/helpdesk_ticket_team.py b/helpdesk_ticket_close_inactive/models/helpdesk_ticket_team.py new file mode 100644 index 0000000000..bda2b1f22a --- /dev/null +++ b/helpdesk_ticket_close_inactive/models/helpdesk_ticket_team.py @@ -0,0 +1,156 @@ +# Copyright 2024 APSL-Nagarro - Miquel Alzanillas +import logging +from datetime import datetime, timedelta + +from odoo import fields, models + +_logger = logging.getLogger(__name__) + + +class HelpdeskTicketTeam(models.Model): + _inherit = "helpdesk.ticket.team" + + def _default_warning_email_template(self): + try: + return self.env.ref( + "helpdesk_ticket_close_inactive.warning_inactive_ticket_template" + ).id + except Exception: + _logger.info("Default warning email template not exists.") + + def _default_closing_email_template(self): + try: + return self.env.ref("helpdesk_mgmt.closed_ticket_template").id + except Exception: + _logger.info("Default closing email template not exists.") + + close_inactive_tickets = fields.Boolean( + string="Automatic closure of inactive tickets", + help="This option enables a cronjob to automatically close inactive tickets.", + default=False, + ) + ticket_stage_ids = fields.Many2many( + comodel_name="helpdesk.ticket.stage", + string="Ticket Stage", + help="The cronjob will check for inactivity in tickets that are in these stages.", + ) + ticket_category_ids = fields.Many2many( + comodel_name="helpdesk.ticket.category", + relation="closing_ticket_type_filter", + string="Ticket Category", + help="The cronjob will check for inactivity in tickets \ + that belongs to this categories.", + ) + inactive_tickets_day_limit_warning = fields.Integer( + default=7, + string="Inactive days limit before send a warning", + required=1, + help="Day limit for email notification of upcoming ticket closure due to inactivity.", + ) + warning_inactive_mail_template_id = fields.Many2one( + "mail.template", + default=_default_warning_email_template, + string="Inactivity warning email template", + help="Template to be sent on inactive ticket closing notification", + ) + inactive_tickets_day_limit_closing = fields.Integer( + default=14, + required=1, + help="Day limit for automatic ticket closing due to inactivity.", + ) + close_inactive_mail_template_id = fields.Many2one( + "mail.template", + default=_default_closing_email_template, + string="Closing email template", + help="Template to be sent on inactive ticket closing notification", + ) + closing_ticket_stage = fields.Many2one( + "helpdesk.ticket.stage", + string="Closing Stage", + help="Set this stage for autoclosing tickets", + ) + + def close_team_inactive_tickets(self): + + if len(self) > 0: + teams = self + else: + teams = self.search([("close_inactive_tickets", "=", True)]) + + for team_id in teams: + ticket_stage_ids = team_id.ticket_stage_ids.ids + ticket_category_ids = team_id.ticket_category_ids.ids + warning_limit = datetime.today() - timedelta( + days=team_id.inactive_tickets_day_limit_warning + ) + closing_limit = datetime.today() - timedelta( + days=team_id.inactive_tickets_day_limit_closing + ) + closing_remaining_days = ( + team_id.inactive_tickets_day_limit_closing + - team_id.inactive_tickets_day_limit_warning + ) + closing_stage = team_id.closing_ticket_stage + warning_ticket_ids = self.env["helpdesk.ticket"].search( + [ + ("team_id", "=", team_id.id), + ("stage_id", "in", ticket_stage_ids), + ("category_id", "in", ticket_category_ids), + ("last_stage_update", "<=", warning_limit), + ("last_stage_update", ">", closing_limit), + ] + ) + warning_email_ids = [] + closing_email_ids = [] + if warning_ticket_ids: + for ticket in warning_ticket_ids: + # Set template context + context = { + "stage": ticket.stage_id.name, + "close": False, + "remaining_days": closing_remaining_days, + } + # Send warning email + warning_email_id = ( + team_id.warning_inactive_mail_template_id.with_context( + **context + ).send_mail(ticket.id) + ) + if warning_email_id: + _logger.info( + "Sending warning ticket email for %s", ticket.number + ) + warning_email_ids.append(warning_email_id) + + closing_ticket_ids = self.env["helpdesk.ticket"].search( + [ + ("team_id", "=", team_id.id), + ("stage_id", "in", ticket_stage_ids), + ("category_id", "in", ticket_category_ids), + ("last_stage_update", "<=", closing_limit), + ] + ) + if closing_ticket_ids: + for ticket in closing_ticket_ids: + context = {"stage": ticket.stage_id.name, "close": True} + ticket.write({"stage_id": closing_stage.id}) + # Send closing email + closing_email_id = ( + team_id.close_inactive_mail_template_id.with_context( + **context + ).send_mail(ticket.id) + ) + if closing_email_id: + _logger.info( + "Sending autoclosing ticket email for %s", ticket.number + ) + closing_email_ids.append(closing_email_id) + + # Log atomated closing ticket action into chatter + msg = "Ticket closed automatically because have \ + reached the inactivity days limit" + ticket.message_post(body=msg) + return { + "warning_email_ids": warning_email_ids, + "closing_email_ids": closing_email_ids, + } diff --git a/helpdesk_ticket_close_inactive/readme/CONFIGURE.md b/helpdesk_ticket_close_inactive/readme/CONFIGURE.md new file mode 100644 index 0000000000..e0929f7987 --- /dev/null +++ b/helpdesk_ticket_close_inactive/readme/CONFIGURE.md @@ -0,0 +1,11 @@ + +To configure this module, you need to: + +- Go to Helpdesk > Settings > Teams. +- Select a team. +- Enable 'Automatic closure of inactive tickets' option. +- Set number of days to be reached before send a warning notification to the partner. +- Set warning email template or use the one provided by default. +- Set number of days to be reached before closing ticket. +- Set closing email template or use the one provided by default. +- Set stages to be filtered on the domain to execute action. diff --git a/helpdesk_ticket_close_inactive/readme/CONTRIBUTORS.md b/helpdesk_ticket_close_inactive/readme/CONTRIBUTORS.md new file mode 100644 index 0000000000..48eaca2575 --- /dev/null +++ b/helpdesk_ticket_close_inactive/readme/CONTRIBUTORS.md @@ -0,0 +1,3 @@ +* `APSL-Nagarro `_: + + * Miquel Alzanillas diff --git a/helpdesk_ticket_close_inactive/readme/DESCRIPTION.md b/helpdesk_ticket_close_inactive/readme/DESCRIPTION.md new file mode 100644 index 0000000000..8a2f3e61b5 --- /dev/null +++ b/helpdesk_ticket_close_inactive/readme/DESCRIPTION.md @@ -0,0 +1 @@ +Adds an option to configure a cron job that automatically closes inactive helpdesk tickets after a specified number of days, set in the helpdesk team settings. 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+

Helpdesk Ticket Close Inactive

+ + +

Alpha License: AGPL-3 OCA/helpdesk Translate me on Weblate Try me on Runboat

+

Adds an option to configure a cron job that automatically closes +inactive helpdesk tickets after a specified number of days, set in the +helpdesk team settings. Sends notification emails to the customer +(partner) and assigned team members, providing a warning after an +initial period of inactivity and a final closure notification when the +maximum inactivity period is reached.

+
+

Important

+

This is an alpha version, the data model and design can change at any time without warning. +Only for development or testing purpose, do not use in production. +More details on development status

+
+

Table of contents

+ +
+

Configuration

+

To configure this module, you need to:

+
    +
  • Go to Helpdesk > Settings > Teams.
    • +
  • Select a team.
    • +
  • Enable ‘Automatic closure of inactive tickets’ option.
    • +
  • Set number of days to be reached before send a warning notification to +the partner.
    • +
  • Set warning email template or use the one provided by default.
    • +
  • Set number of days to be reached before closing ticket.
    • +
  • Set closing email template or use the one provided by default.
    • +
  • Set stages to be filtered on the domain to execute action.
    • +
+
+
+

Bug Tracker

+

Bugs are tracked on GitHub Issues. +In case of trouble, please check there if your issue has already been reported. +If you spotted it first, help us to smash it by providing a detailed and welcomed +feedback.

+

Do not contact contributors directly about support or help with technical issues.

+
+
+

Credits

+
+

Authors

+
    +
  • APSL-Nagarro
    • +
+
+
+

Contributors

+ +
+
+

Maintainers

+

This module is maintained by the OCA.

+ +Odoo Community Association + +

OCA, or the Odoo Community Association, is a nonprofit organization whose +mission is to support the collaborative development of Odoo features and +promote its widespread use.

+

Current maintainer:

+

miquelalzanillas

+

This module is part of the OCA/helpdesk project on GitHub.

+

You are welcome to contribute. To learn how please visit https://odoo-community.org/page/Contribute.

+
+
+
+ + diff --git a/helpdesk_ticket_close_inactive/tests/__init__.py b/helpdesk_ticket_close_inactive/tests/__init__.py new file mode 100644 index 0000000000..542c81e041 --- /dev/null +++ b/helpdesk_ticket_close_inactive/tests/__init__.py @@ -0,0 +1,3 @@ +# License AGPL-3.0 or later (https://www.gnu.org/licenses/agpl). + +from . import test_ticket_autoclose diff --git a/helpdesk_ticket_close_inactive/tests/test_ticket_autoclose.py b/helpdesk_ticket_close_inactive/tests/test_ticket_autoclose.py new file mode 100644 index 0000000000..03e8287eb4 --- /dev/null +++ b/helpdesk_ticket_close_inactive/tests/test_ticket_autoclose.py @@ -0,0 +1,84 @@ +# Copyright 2024 APSL-Nagarro - Miquel Alzanillas +from datetime import datetime, timedelta + +from odoo.tests import TransactionCase + + +class TestHelpdeskTicketAutoclose(TransactionCase): + def setUp(self): + super(TestHelpdeskTicketAutoclose, self).setUp() + self.team = self.env["helpdesk.ticket.team"].create( + { + "name": "Test Team", + "close_inactive_tickets": True, + "inactive_tickets_day_limit_warning": 7, + "inactive_tickets_day_limit_closing": 14, + } + ) + self.stage_warning = self.env["helpdesk.ticket.stage"].create( + {"name": "Stage Warning"} + ) + self.stage_closing = self.env["helpdesk.ticket.stage"].create( + {"name": "Stage Closing"} + ) + self.type_warning = self.env["helpdesk.ticket.category"].create( + {"name": "Category Warning"} + ) + self.team.ticket_stage_ids = [(4, self.stage_warning.id)] + self.team.ticket_category_ids = [(4, self.type_warning.id)] + self.team.closing_ticket_stage = self.stage_closing + self.remaining_days = ( + self.team.inactive_tickets_day_limit_closing + - self.team.inactive_tickets_day_limit_warning + ) + self.ticket = self.env["helpdesk.ticket"].create( + { + "name": "Test Ticket", + "team_id": self.team.id, + "stage_id": self.stage_warning.id, + "category_id": self.type_warning.id, + "description": "Please help me", + "last_stage_update": datetime.today() - timedelta(days=8), + } + ) + + def test_warning_email_sent(self): + """Test that a warning email is sent after the warning day limit is reached.""" + self.ticket.write({"last_stage_update": datetime.today() - timedelta(days=8)}) + result = self.team.close_team_inactive_tickets() + sent_mails = self.env["mail.mail"].search( + [("id", "in", result["warning_email_ids"])] + ) + self.assertTrue(sent_mails, "Warning email have been sent") + + def test_ticket_closing_after_closing_day_limit(self): + """Test that a ticket is closed after the closing day limit is reached.""" + self.ticket.write({"last_stage_update": datetime.today() - timedelta(days=15)}) + self.team.close_team_inactive_tickets() + self.assertEqual( + self.ticket.stage_id, + self.stage_closing, + "Ticket should be moved to the closing stage", + ) + + def test_closing_email_sent(self): + """Test that a closing email is sent when the ticket is closed automatically.""" + self.ticket.write({"last_stage_update": datetime.today() - timedelta(days=15)}) + result = self.team.close_team_inactive_tickets() + sent_mails = self.env["mail.mail"].search( + [("id", "in", result["closing_email_ids"])] + ) + self.assertTrue(sent_mails, "Closing email should have been sent") + + def test_remaining_days_in_context(self): + """Test that the correct remaining days are set in the context for the warning email.""" + self.ticket.write({"last_stage_update": datetime.today() - timedelta(days=8)}) + result = self.team.close_team_inactive_tickets() + sent_mail = self.env["mail.mail"].search( + [("id", "in", result["warning_email_ids"])], limit=1 + ) + self.assertIn( + str(self.remaining_days) + " days", + sent_mail.body_html, + "The warning email should contain the remaining days until the ticket is closed.", + ) diff --git a/helpdesk_ticket_close_inactive/views/helpdesk_ticket_team.xml b/helpdesk_ticket_close_inactive/views/helpdesk_ticket_team.xml new file mode 100644 index 0000000000..87fa037618 --- /dev/null +++ b/helpdesk_ticket_close_inactive/views/helpdesk_ticket_team.xml @@ -0,0 +1,60 @@ + + + + helpdesk.ticket.team.form.inherit + helpdesk.ticket.team + + + + + + + + + + + + + + + + + + + + + + + + + + + + + diff --git a/setup/helpdesk_ticket_close_inactive/odoo/addons/helpdesk_ticket_close_inactive b/setup/helpdesk_ticket_close_inactive/odoo/addons/helpdesk_ticket_close_inactive new file mode 120000 index 0000000000..86bb09cc0b --- /dev/null +++ b/setup/helpdesk_ticket_close_inactive/odoo/addons/helpdesk_ticket_close_inactive @@ -0,0 +1 @@ +../../../../helpdesk_ticket_close_inactive \ No newline at end of file diff --git a/setup/helpdesk_ticket_close_inactive/setup.py b/setup/helpdesk_ticket_close_inactive/setup.py new file mode 100644 index 0000000000..28c57bb640 --- /dev/null +++ b/setup/helpdesk_ticket_close_inactive/setup.py @@ -0,0 +1,6 @@ +import setuptools + +setuptools.setup( + setup_requires=['setuptools-odoo'], + odoo_addon=True, +)