Helpdesk Management (helpdesk_mgmt)

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Repository: OCA/helpdesk · module folder · Try on Runboat
Module version: 1.1.1
Category: After-Sales
Folder size: 2.5 MB
License: AGPL-3
Application: Yes
Auto-installable: No
Website: https://github.com/OCA/helpdesk
Last tracking update: 2026-08-13 11:29:17
Authors: Odoo Community Association (OCA), Factor Libre, Tecnativa, Domatix, ForgeFlow, AdaptiveCity, C2i Change 2 Improve, SDi Soluciones
Maintainers: Odoo Community Association (OCA), Factor Libre, Tecnativa, Domatix, ForgeFlow, AdaptiveCity, C2i Change 2 Improve, SDi Soluciones
Committers: Pedro M. Baeza, Víctor Martínez, Weblate, OCA-git-bot, oca-ci, stferraro

Odoo dependencies

odoo/odoo:

- mail

- base

- base_setup

- web

- bus

- portal

Python dependencies

None

System dependencies

None

Required by

helpdesk_mgmt_activity, helpdesk_mgmt_fieldservice, helpdesk_mgmt_project, helpdesk_mgmt_rating, helpdesk_product, helpdesk_ticket_close_inactive, helpdesk_ticket_partner_response, helpdesk_ticket_related, helpdesk_type

Description

This module adds Helpdesk functionality in Odoo.

Code Analysis ⓘ

Views touched (33)

XML ID	Name	Model	Type	Status
`helpdesk_ticket_kanban_view`	helpdesk.ticket.team.kanban	helpdesk.ticket.team	kanban	New
`helpdesk_ticket_view_search`	helpdesk.ticket.view.search	helpdesk.ticket	search	New
`helpdesk_ticket_views_pivot`	helpdesk.ticket.view.pivot	helpdesk.ticket	pivot	New
`portal_create_ticket`	Create Ticket	ir.ui.view	qweb	New
`portal_docs_entry`	portal_docs_entry	ir.ui.view	qweb	Inherits portal.portal_docs_entry
`portal_helpdesk_ticket_page`	Ticket Portal Template	ir.ui.view	qweb	Inherits portal.portal_sidebar
`portal_layout`	Portal layout: ticket menu entry	ir.ui.view	qweb	Inherits portal.portal_breadcrumbs
`portal_my_home`	Portal My Home : ticket entries	ir.ui.view	qweb	Inherits portal.portal_my_home
`portal_my_tickets`	My Tickets	ir.ui.view	qweb	New
`portal_searchbar`	portal_searchbar	ir.ui.view	qweb	Inherits portal.portal_searchbar
`portal_ticket_list`	Ticket List	ir.ui.view	qweb	New
`portal_ticket_new_button`	portal_ticket_new_button	ir.ui.view	qweb	New
`res_config_settings_view_form`		res.config.settings	form	Inherits base.res_config_settings_view_form
`ticket_view_form`	helpdesk.ticket.view.form	helpdesk.ticket	form	New
`ticket_view_tree`	helpdesk.ticket.view.list	helpdesk.ticket	list	New
`view_helpdesk_category_form`	view.helpdesk_category.form	helpdesk.ticket.category	form	New
`view_helpdesk_category_tree`	view.helpdesk_category.list	helpdesk.ticket.category	list	New
`view_helpdesk_channel_form`	view.helpdesk_channel.form	helpdesk.ticket.channel	form	New
`view_helpdesk_channel_tree`	view.helpdesk_channel.list	helpdesk.ticket.channel	list	New
`view_helpdesk_team_form`	view.helpdesk_team.form	helpdesk.ticket.team	form	New
`view_helpdesk_team_tree`	view.helpdesk_team.list	helpdesk.ticket.team	list	New
`view_helpdesk_ticket_category_search`	helpdesk.ticket.category.search	helpdesk.ticket.category	search	New
`view_helpdesk_ticket_channel_search`	helpdesk.ticket.channel.search	helpdesk.ticket.channel	search	New
`view_helpdesk_ticket_duplicate_form`	helpdesk.ticket.duplicate.wizard.form	helpdesk.ticket.duplicate.wizard	form	New
`view_helpdesk_ticket_kanban`	helpdesk.ticket.kanban	helpdesk.ticket	kanban	New
`view_helpdesk_ticket_stage_form`	helpdesk.ticket.stage.form	helpdesk.ticket.stage	form	New
`view_helpdesk_ticket_stage_search`	helpdesk.ticket.stage.search	helpdesk.ticket.stage	search	New
`view_helpdesk_ticket_stage_tree`	helpdesk.ticket.stage.list	helpdesk.ticket.stage	list	New
`view_helpdesk_ticket_tag_form`	helpdesk.ticket.tag.form	helpdesk.ticket.tag	form	New
`view_helpdesk_ticket_tag_search`	helpdesk.ticket.tag.search	helpdesk.ticket.tag	search	New
`view_helpdesk_ticket_tag_tree`	helpdesk.ticket.tag.list	helpdesk.ticket.tag	list	New
`view_helpdesk_ticket_team_search`	helpdesk.ticket.team.search	helpdesk.ticket.team	search	New
`view_partner_form`	view_partner_form	res.partner	form	Inherits base.view_partner_form

HTTP endpoints (5)

Route(s)	Handler	Auth	Type	Methods	Flags
`/my/ticket/<int:ticket_id>`, `/my/ticket/<int:ticket_id>/<access_token>`	`CustomerPortalHelpdesk.portal_my_ticket`	public	http	ALL	website
`/my/tickets`, `/my/tickets/page/<int:page>`	`CustomerPortalHelpdesk.portal_my_tickets`	user	http	ALL	website
`/new/ticket`	`HelpdeskTicketController.create_new_ticket`	user	http	ALL	website
`/submitted/ticket`	`HelpdeskTicketController.submit_ticket`	user	http	ALL	sudo website
`/ticket/close`	`HelpdeskTicketController.support_ticket_close`	user	http	ALL	sudo

Models touched (12)

New fields (30)

active Boolean
default=True
assigned_date Datetime
copy=False
attachment_ids One2many → ir.attachment
comodel_name='ir.attachment' domain=[('res_model', '=', 'helpdesk.ticket')] inverse_name='res_id' string='Media Attachments'
category_id Many2one → helpdesk.ticket.category
comodel_name='helpdesk.ticket.category' string='Category'
channel_id Many2one → helpdesk.ticket.channel
comodel_name='helpdesk.ticket.channel' help='Channel indicates where the source of a ticketcomes from (it could be a phone call, an email...)' string='Channel'
closed Boolean
related='stage_id.closed'
closed_date Datetime
copy=False
color Integer
string='Color Index'
commercial_partner_id Many2one
related='partner_id.commercial_partner_id' store=True string='Commercial Partner'
company_id Many2one → res.company
comodel_name='res.company' default=<expr> required=True string='Company'
description Html
required=True sanitize_style=True
duplicate_count Integer
compute='_compute_duplicate_count'
duplicate_id Many2one → helpdesk.ticket
copy=False string='Duplicate of' tracking=True args: 'helpdesk.ticket'
duplicate_ids One2many → helpdesk.ticket
string='Duplicate tickets' args: 'helpdesk.ticket', 'duplicate_id'
duplicate_tracking_enabled Boolean
related='company_id.helpdesk_mgmt_duplicate_tracking'
kanban_state Selection
selection=[('normal', 'Default'), ('done', 'Ready for next stage'), ('blocked', 'Blocked')]
last_stage_update Datetime
default=fields.Datetime.now
name Char
required=True string='Title'
number Char
default='/' readonly=True string='Ticket number'
partner_email Char
string='Email'
partner_id Many2one → res.partner
comodel_name='res.partner' string='Contact'
partner_name Char
priority Selection
default='1' selection=[('0', 'Low'), ('1', 'Medium'), ('2', 'High'), ('3', 'Very High')]
sequence Integer
default=10 help='Gives the sequence order when displaying a list of tickets.' index=True
stage_id Many2one → helpdesk.ticket.stage
comodel_name='helpdesk.ticket.stage' compute='_compute_stage_id' copy=False domain="['|',('team_ids', '=', team_id),('team_ids','=',False)]" group_expand='_read_group_stage_ids' index=True ondelete='restrict' readonly=False store=True string='Stage' tracking=True
tag_ids Many2many → helpdesk.ticket.tag
comodel_name='helpdesk.ticket.tag' string='Tags'
team_id Many2one → helpdesk.ticket.team
comodel_name='helpdesk.ticket.team' compute='_compute_team_id' index=True readonly=False store=True string='Team'
unattended Boolean
related='stage_id.unattended' store=True
user_id Many2one → res.users
comodel_name='res.users' compute='_compute_user_id' domain="team_id and [('share', '=', False),('id', 'in', user_ids)] or [('share', '=', False)]" index=True readonly=False store=True string='Assigned user' tracking=True
user_ids Many2many → res.users
comodel_name='res.users' related='team_id.user_ids' string='Users'

Public methods (10)

action_duplicate_tickets(self)
action_open_duplicate_wizard(self)
action_view_duplicates(self)
assign_to_me(self)
copy(self, default=None)
create(self, vals_list)
@api.model_create_multi
default_get(self, fields)
@api.model
message_new(self, msg, custom_values=None)
@api.model

Override message_new from mail gateway so we can set correct default values.
message_update(self, msg, update_vals=None)
Override message_update to subscribe partners
write(self, vals)

New fields (9)

active Boolean
default=True
child_id One2many → helpdesk.ticket.category
args: 'helpdesk.ticket.category', 'parent_id', 'Child Categories'
company_id Many2one → res.company
comodel_name='res.company' default=<expr> string='Company'
complete_name Char
compute='_compute_complete_name' recursive=True search='_search_complete_name'
name Char
required=True translate=True
parent_id Many2one → helpdesk.ticket.category
index=True ondelete='cascade' args: 'helpdesk.ticket.category', 'Parent Category'
parent_path Char
index=True
sequence Integer
default=10
show_in_portal Boolean
default=True

Public methods (0)

No public methods.

New fields (4)

active Boolean
default=True
company_id Many2one → res.company
comodel_name='res.company' default=<expr> string='Company'
name Char
required=True translate=True
sequence Integer
default=10

Public methods (0)

No public methods.

New fields (3)

duplicate_of_id Many2one → helpdesk.ticket
required=True args: 'helpdesk.ticket'
target_stage_id Many2one → helpdesk.ticket.stage
args: 'helpdesk.ticket.stage'
ticket_id Many2one → helpdesk.ticket
required=True args: 'helpdesk.ticket'

Public methods (1)

action_confirm(self)

New fields (11)

active Boolean
default=True
close_from_portal Boolean
help='Display button in portal ticket form to allow closing ticket with this stage as target.'
closed Boolean
company_id Many2one → res.company
comodel_name='res.company' default=<expr> string='Company'
description Html
sanitize_style=True translate=True
fold Boolean
help='This stage is folded in the kanban view when there are no records in that stage to display.' string='Folded in Kanban'
mail_template_id Many2one → mail.template
comodel_name='mail.template' domain=[('model', '=', 'helpdesk.ticket')] help='If set an email will be sent to the customer when the ticketreaches this step.' string='Email Template'
name Char
required=True string='Stage Name' translate=True
sequence Integer
default=1
team_ids Many2many → helpdesk.ticket.team
comodel_name='helpdesk.ticket.team' domain="['|', ('company_id', '=', False), ('company_id', '=', company_id)]" help='Specific team that uses this stage. If it is empty all teams could uses' string='Helpdesk Teams'
unattended Boolean

Public methods (0)

No public methods.

New fields (5)

active Boolean
default=True
color Integer
string='Color Index'
company_id Many2one → res.company
comodel_name='res.company' default=<expr> string='Company'
name Char
translate=True
sequence Integer
default=10

Public methods (0)

No public methods.

New fields (18)

active Boolean
default=True
alias_id Many2one → mail.alias
comodel_name='mail.alias' help='The email address associated with this channel. New emails received will automatically create new tickets assigned to the channel.' ondelete='restrict' required=True string='Email'
category_ids Many2many → helpdesk.ticket.category
comodel_name='helpdesk.ticket.category' string='Category'
color Integer
default=0 string='Color Index'
company_id Many2one → res.company
comodel_name='res.company' default=<expr> string='Company'
complete_name Char
compute='_compute_complete_name' recursive=True search='_search_complete_name'
name Char
required=True translate=True
parent_id Many2one → helpdesk.ticket.team
index=True string='Parent Team' args: 'helpdesk.ticket.team'
parent_path Char
index=True
sequence Integer
default=10
show_in_portal Boolean
default=True help='Allow to select this team when creating a new ticket in the portal.' string='Show in portal form'
ticket_ids One2many → helpdesk.ticket
comodel_name='helpdesk.ticket' inverse_name='team_id' string='Tickets'
todo_ticket_count Integer
compute='_compute_todo_tickets' string='Number of tickets'
todo_ticket_count_high_priority Integer
compute='_compute_todo_tickets' string='Number of tickets in high priority'
todo_ticket_count_unassigned Integer
compute='_compute_todo_tickets' string='Number of tickets unassigned'
todo_ticket_count_unattended Integer
compute='_compute_todo_tickets' string='Number of tickets unattended'
user_id Many2one → res.users
check_company=True comodel_name='res.users' string='Team Leader'
user_ids Many2many → res.users
column1='helpdesk_ticket_team_id' column2='res_users_id' comodel_name='res.users' relation='helpdesk_ticket_team_res_users_rel' string='Members'

Public methods (1)

retrieve_dashboard(self)
@api.model

New fields (0)

No new fields.

Public methods (0)

No public methods.

New fields (7)

helpdesk_mgmt_duplicate_ticket_stage_id Many2one → helpdesk.ticket.stage
comodel_name='helpdesk.ticket.stage' default=False string='Move duplicate tickets to this stage'
helpdesk_mgmt_duplicate_tracking Boolean
default=False string='Enable duplicate ticket tracking.'
helpdesk_mgmt_portal_category_id_required Boolean
default=True string='Required Category field in Helpdesk portal'
helpdesk_mgmt_portal_select_category Boolean
string='Select category in Helpdesk portal'
helpdesk_mgmt_portal_select_team Boolean
string='Select team in Helpdesk portal'
helpdesk_mgmt_portal_team_id_required Boolean
default=True string='Required Team field in Helpdesk portal'
helpdesk_mgmt_ticket_auto_assign Boolean
default=True string='Auto assign tickets'

Public methods (0)

No public methods.

New fields (7)

helpdesk_mgmt_duplicate_ticket_stage_id Many2one
readonly=False related='company_id.helpdesk_mgmt_duplicate_ticket_stage_id'
helpdesk_mgmt_duplicate_tracking Boolean
readonly=False related='company_id.helpdesk_mgmt_duplicate_tracking'
helpdesk_mgmt_portal_category_id_required Boolean
readonly=False related='company_id.helpdesk_mgmt_portal_category_id_required'
helpdesk_mgmt_portal_select_category Boolean
readonly=False related='company_id.helpdesk_mgmt_portal_select_category'
helpdesk_mgmt_portal_select_team Boolean
readonly=False related='company_id.helpdesk_mgmt_portal_select_team'
helpdesk_mgmt_portal_team_id_required Boolean
readonly=False related='company_id.helpdesk_mgmt_portal_team_id_required'
helpdesk_mgmt_ticket_auto_assign Boolean
readonly=False related='company_id.helpdesk_mgmt_ticket_auto_assign'

Public methods (0)

No public methods.

New fields (4)

helpdesk_ticket_active_count Integer
compute='_compute_helpdesk_ticket_count' string='Ticket active count'
helpdesk_ticket_count Integer
compute='_compute_helpdesk_ticket_count' string='Ticket count'
helpdesk_ticket_count_string Char
compute='_compute_helpdesk_ticket_count' string='Tickets'
helpdesk_ticket_ids One2many → helpdesk.ticket
comodel_name='helpdesk.ticket' inverse_name='partner_id' string='Related tickets'

Public methods (1)

action_view_helpdesk_tickets(self)

New fields (1)

helpdesk_team_ids Many2many → helpdesk.ticket.team
column1='res_users_id' column2='helpdesk_ticket_team_id' comodel_name='helpdesk.ticket.team' relation='helpdesk_ticket_team_res_users_rel'

Public methods (0)

No public methods.

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Code Analysis ⓘ

Views touched (33)

HTTP endpoints (5)

Models touched (12)

helpdesk.ticket New model Model 30 fields 10 methods HelpdeskTicket · inherits mail.thread.cc, mail.activity.mixin, portal.mixin, mail.tracking.duration.mixin · Helpdesk Ticket

helpdesk.ticket.category New model Model 9 fields 0 methods HelpdeskCategory · Helpdesk Ticket Category

helpdesk.ticket.channel New model Model 4 fields 0 methods HelpdeskTicketChannel · Helpdesk Ticket Channel

helpdesk.ticket.duplicate.wizard New model TransientModel 3 fields 1 method helpdeskTicketDuplicateWizard · helpdesk Ticket Duplicate Wizard

helpdesk.ticket.stage New model Model 11 fields 0 methods HelpdeskTicketStage · Helpdesk Ticket Stage

helpdesk.ticket.tag New model Model 5 fields 0 methods HelpdeskTicketTag · Helpdesk Ticket Tag

helpdesk.ticket.team New model Model 18 fields 1 method HelpdeskTeam · inherits mail.thread, mail.alias.mixin · Helpdesk Ticket Team

ir.http Extends AbstractModel 0 fields 0 methods IrHttp · inherits ir.http

res.company Extends Model 7 fields 0 methods Company · inherits res.company

res.config.settings Extends TransientModel 7 fields 0 methods ResConfigSettings · inherits res.config.settings

res.partner Extends Model 4 fields 1 method ResPartner · inherits res.partner

res.users Extends Model 1 field 0 methods ResUsers · inherits res.users