CRM Helpdesk

crm_helpdesk
REPOSITORY
REPOSITORYOCA/crm
GIT
GIThttps://github.com/OCA/crm.git
GIT FOLDER
GIT FOLDERhttps://github.com/OCA/crm/tree/11.0/crm_helpdesk
VERSION
VERSION 1.0.0
CATEGORY
CATEGORYCustomer Relationship Management
LICENSE
LICENSEAGPL-3
APPLICATION
APPLICATIONNo
AUTO-INSTALLABLE
AUTO-INSTALLABLENo
AUTHORS
AUTHORSOdoo Community Association (OCA), OpenERP SA
MAINTAINERS
MAINTAINERSOdoo Community Association (OCA), OpenERP SA
COMMITTERS
COMMITTERSmreficent, OCA Transbot, oca-travis, Weblate
WEBSITE
WEBSITEhttps://github.com/OCA/crm
LAST TRACKING UPDATE
LAST TRACKING UPDATE2026-07-06 00:23:56
ODOO DEPENDENCIES
ODOO DEPENDENCIES odoo/odoo:
    - crm
    - base_setup
    - base
    - web
    - sales_team
    - mail
    - bus
    - web_tour
    - calendar
    - resource
    - fetchmail
    - utm
    - web_planner
    - contacts
PYTHON DEPENDENCIES
PYTHON DEPENDENCIES Not have
SYSTEM DEPENDENCIES
SYSTEM DEPENDENCIES Not have
DESCRIPTION
DESCRIPTION

            
        


        
Code Analysis

        
Views touched (6)

        
        

        

            
XML IDNameModelTypeStatus

            
                
                

                    crm_case_form_view_helpdesk
                    CRM - Helpdesk Support Form
                    crm.helpdesk
                    form
                    
                        
                        New
                        
                    
                

                
                

                    crm_case_helpdesk_calendar_view
                    CRM - Helpdesk Support Calendar
                    crm.helpdesk
                    calendar
                    
                        
                        New
                        
                    
                

                
                

                    crm_case_tree_view_helpdesk
                    CRM - Helpdesk Support Tree
                    crm.helpdesk
                    tree
                    
                        
                        New
                        
                    
                

                
                

                    view_crm_case_helpdesk_filter
                    CRM - Helpdesk Search
                    crm.helpdesk
                    search
                    
                        
                        New
                        
                    
                

                
                

                    view_report_crm_helpdesk_filter
                    crm.helpdesk.report.select
                    crm.helpdesk.report
                    search
                    
                        
                        New
                        
                    
                

                
                

                    view_report_crm_helpdesk_graph
                    crm.helpdesk.report.graph
                    crm.helpdesk.report
                    graph
                    
                        
                        New
                        
                    
                

                
            
        

        

        

        
Models touched (2)

        
        

            
            

                

                    
                

                

                    

                        New fields (26)
                        
                        
    
                            
                            
  • 
                                active
                                Boolean
                                
                                
    
                                    
                                    
                                    
                                    default=True
                                    
                                    required=False
                                    
                                    args: 'Active'
                                
    
                                
                            
    • 
                            
                            
  • 
                                channel_id
                                Many2one → utm.medium
                                
                                
    
                                    
                                    
                                    
                                    help='Communication channel.'
                                    
                                    string='Channel'
                                    
                                    args: 'utm.medium'
                                
    
                                
                            
    • 
                            
                            
  • 
                                company_id
                                Many2one → res.company
                                
                                
    
                                    
                                    
                                    
                                    default=<expr>
                                    
                                    index=True
                                    
                                    string='Company'
                                    
                                    args: 'res.company'
                                
    
                                
                            
    • 
                            
                            
  • 
                                contact_name
                                Char
                                
                                
    
                                    
                                    
                                    
                                    size=64
                                    
                                    args: 'Contact Name'
                                
    
                                
                            
    • 
                            
                            
  • 
                                create_date
                                Datetime
                                
                                
    
                                    
                                    
                                    
                                    readonly=True
                                    
                                    args: 'Creation Date'
                                
    
                                
                            
    • 
                            
                            
  • 
                                date
                                Datetime
                                
                                
    
                                    
                                    
                                    
                                    default=fields.Datetime.now
                                    
                                    index=True
                                    
                                    args: 'Date'
                                
    
                                
                            
    • 
                            
                            
  • 
                                date_action_last
                                Datetime
                                
                                
    
                                    
                                    
                                    
                                    readonly=1
                                    
                                    args: 'Last Action'
                                
    
                                
                            
    • 
                            
                            
  • 
                                date_action_next
                                Datetime
                                
                                
    
                                    
                                    
                                    
                                    readonly=1
                                    
                                    args: 'Next Action'
                                
    
                                
                            
    • 
                            
                            
  • 
                                date_closed
                                Datetime
                                
                                
    
                                    
                                    
                                    
                                    readonly=True
                                    
                                    args: 'Closed'
                                
    
                                
                            
    • 
                            
                            
  • 
                                date_deadline
                                Date
                                
                                
    
                                    
                                    
                                    
                                    args: 'Deadline'
                                
    
                                
                            
    • 
                            
                            
  • 
                                date_open
                                Datetime
                                
                                
    
                                    
                                    
                                    
                                    readonly=True
                                    
                                    args: 'Open'
                                
    
                                
                            
    • 
                            
                            
  • 
                                description
                                Text
                                
                                
    
                                    
                                    
                                    
                                    args: 'Description'
                                
    
                                
                            
    • 
                            
                            
  • 
                                duration
                                Float
                                
                                
    
                                    
                                    
                                    
                                    states={'done': [('readonly', True)]}
                                    
                                    args: 'Duration'
                                
    
                                
                            
    • 
                            
                            
  • 
                                email_cc
                                Text
                                
                                
    
                                    
                                    
                                    
                                    help='These email addresses will be added to the CC field of all inbound and outbound emails for this record before being sent. Separate multiple email addresses with a comma'
                                    
                                    size=252
                                    
                                    args: 'Watchers Emails'
                                
    
                                
                            
    • 
                            
                            
  • 
                                email_from
                                Char
                                
                                
    
                                    
                                    
                                    
                                    help='Destination email for email gateway'
                                    
                                    index=True
                                    
                                    size=128
                                    
                                    args: 'Email'
                                
    
                                
                            
    • 
                            
                            
  • 
                                lost_reason
                                Many2one → crm.lost.reason
                                
                                
    
                                    
                                    
                                    
                                    index=True
                                    
                                    track_visibility='onchange'
                                    
                                    args: 'crm.lost.reason', 'Lost Reason'
                                
    
                                
                            
    • 
                            
                            
  • 
                                name
                                Char
                                
                                
    
                                    
                                    
                                    
                                    index=True
                                    
                                    required=True
                                    
                                    args: 'Name'
                                
    
                                
                            
    • 
                            
                            
  • 
                                partner_id
                                Many2one → res.partner
                                
                                
    
                                    
                                    
                                    
                                    index=True
                                    
                                    string='Partner'
                                    
                                    args: 'res.partner'
                                
    
                                
                            
    • 
                            
                            
  • 
                                planned_revenue
                                Float
                                
                                
    
                                    
                                    
                                    
                                    args: 'Planned Revenue'
                                
    
                                
                            
    • 
                            
                            
  • 
                                priority
                                Selection
                                
                                
    
                                    
                                    
                                    
                                    default='1'
                                    
                                    index=True
                                    
                                    string='Priority'
                                    
                                    args: [('0', 'Low'), ('1', 'Normal'), ('2', 'High')]
                                
    
                                
                            
    • 
                            
                            
  • 
                                probability
                                Float
                                
                                
    
                                    
                                    
                                    
                                    args: 'Probability (%)'
                                
    
                                
                            
    • 
                            
                            
  • 
                                state
                                Selection
                                
                                
    
                                    
                                    
                                    
                                    default='draft'
                                    
                                    help="The status is set to 'Draft', when a case is created.              \nIf the case is in progress the status is set to 'Open'.              \nWhen the case is over, the status is set to 'Done'.              \nIf the case needs to be reviewed then the status is set to 'Pending'."
                                    
                                    index=True
                                    
                                    readonly=True
                                    
                                    track_visibility='onchange'
                                    
                                    args: [('draft', 'New'), ('open', 'In Progress'), ('pending', 'Pending'), ('done', 'Closed'), ('cancel', 'Cancelled')], 'Status'
                                
    
                                
                            
    • 
                            
                            
  • 
                                tag_ids
                                Many2one → crm.lead.tag
                                
                                
    
                                    
                                    
                                    
                                    string='Tags'
                                    
                                    args: 'crm.lead.tag'
                                
    
                                
                            
    • 
                            
                            
  • 
                                team_id
                                Many2one → crm.team
                                
                                
    
                                    
                                    
                                    
                                    help='Responsible sales team. Define Responsible user and Email account for mail gateway.'
                                    
                                    index=True
                                    
                                    string='Sales Team'
                                    
                                    args: 'crm.team'
                                
    
                                
                            
    • 
                            
                            
  • 
                                user_id
                                Many2one → res.users
                                
                                
    
                                    
                                    
                                    
                                    default=<expr>
                                    
                                    index=True
                                    
                                    string='Responsible'
                                    
                                    args: 'res.users'
                                
    
                                
                            
    • 
                            
                            
  • 
                                write_date
                                Datetime
                                
                                
    
                                    
                                    
                                    
                                    readonly=True
                                    
                                    args: 'Update Date'
                                
    
                                
                            
    • 
                            
                        

                        
                        Public methods (2)
                        
                        
    
                            
                            
  • 
                                message_new(self, msg, custom_values=None)
                                
    @api.model
    
                                
    Overrides mail_thread message_new that is called by the
mailgateway through message_process.
This override updates the document according to the email.
    
                            
    • 
                            
                            
  • 
                                write(self, values)
                                
    @api.multi
    
                                
    Override to add case management: open/close dates 
    
                            
    • 
                            
                        

                        
                    

                

            

            
            

                

                    
                

                

                    

                        New fields (16)
                        
                        
    
                            
                            
  • 
                                channel_id
                                Many2one → utm.medium
                                
                                
    
                                    
                                    
                                    
                                    string='Channel'
                                    
                                    args: 'utm.medium'
                                
    
                                
                            
    • 
                            
                            
  • 
                                company_id
                                Many2one → res.company
                                
                                
    
                                    
                                    
                                    
                                    readonly=True
                                    
                                    string='Company'
                                    
                                    args: 'res.company'
                                
    
                                
                            
    • 
                            
                            
  • 
                                create_date
                                Datetime
                                
                                
    
                                    
                                    
                                    
                                    index=True
                                    
                                    readonly=True
                                    
                                    args: 'Creation Date'
                                
    
                                
                            
    • 
                            
                            
  • 
                                date
                                Datetime
                                
                                
    
                                    
                                    
                                    
                                    readonly=True
                                    
                                    args: 'Date'
                                
    
                                
                            
    • 
                            
                            
  • 
                                date_closed
                                Datetime
                                
                                
    
                                    
                                    
                                    
                                    index=True
                                    
                                    readonly=True
                                    
                                    args: 'Close Date'
                                
    
                                
                            
    • 
                            
                            
  • 
                                date_deadline
                                Date
                                
                                
    
                                    
                                    
                                    
                                    index=True
                                    
                                    args: 'Deadline'
                                
    
                                
                            
    • 
                            
                            
  • 
                                delay_close
                                Float
                                
                                
    
                                    
                                    
                                    
                                    digits=(16, 2)
                                    
                                    group_operator='avg'
                                    
                                    readonly=True
                                    
                                    args: 'Delay to Close'
                                
    
                                
                            
    • 
                            
                            
  • 
                                delay_expected
                                Float
                                
                                
    
                                    
                                    
                                    
                                    digits=(16, 2)
                                    
                                    group_operator='avg'
                                    
                                    readonly=True
                                    
                                    args: 'Overpassed Deadline'
                                
    
                                
                            
    • 
                            
                            
  • 
                                email
                                Integer
                                
                                
    
                                    
                                    
                                    
                                    readonly=True
                                    
                                    size=128
                                    
                                    args: '# Emails'
                                
    
                                
                            
    • 
                            
                            
  • 
                                nbr_requests
                                Integer
                                
                                
    
                                    
                                    
                                    
                                    readonly=True
                                    
                                    args: '# of Requests'
                                
    
                                
                            
    • 
                            
                            
  • 
                                partner_id
                                Many2one → res.partner
                                
                                
    
                                    
                                    
                                    
                                    readonly=True
                                    
                                    string='Partner'
                                    
                                    args: 'res.partner'
                                
    
                                
                            
    • 
                            
                            
  • 
                                priority
                                Selection
                                
                                
    
                                    
                                    
                                    
                                    args: [('5', 'Lowest'), ('4', 'Low'), ('3', 'Normal'), ('2', 'High'), ('1', 'Highest')], 'Priority'
                                
    
                                
                            
    • 
                            
                            
  • 
                                state
                                Selection
                                
                                
    
                                    
                                    
                                    
                                    readonly=True
                                    
                                    string='Status'
                                    
                                    args: AVAILABLE_STATES
                                
    
                                
                            
    • 
                            
                            
  • 
                                tag_ids
                                Many2one → crm.lead.tag
                                
                                
    
                                    
                                    
                                    
                                    domain="[('team_id','=',team_id)]"
                                    
                                    string='Tags'
                                    
                                    args: 'crm.lead.tag'
                                
    
                                
                            
    • 
                            
                            
  • 
                                team_id
                                Many2one → crm.team
                                
                                
    
                                    
                                    
                                    
                                    readonly=True
                                    
                                    string='Team'
                                    
                                    args: 'crm.team'
                                
    
                                
                            
    • 
                            
                            
  • 
                                user_id
                                Many2one → res.users
                                
                                
    
                                    
                                    
                                    
                                    readonly=True
                                    
                                    string='User'
                                    
                                    args: 'res.users'
                                
    
                                
                            
    • 
                            
                        

                        
                        Public methods (1)
                        
                        
    
                            
                            
  • 
                                init(self)
                                
    @api.model_cr
    
                                
    Display Deadline, Responsible user, Partner, Department
    
                            
    •