1 # -*- coding: utf-8 -*-
2 ##############################################################################
4 # OpenERP, Open Source Management Solution
5 # Copyright (C) 2004-2010 Tiny SPRL (<http://tiny.be>).
7 # This program is free software: you can redistribute it and/or modify
8 # it under the terms of the GNU Affero General Public License as
9 # published by the Free Software Foundation, either version 3 of the
10 # License, or (at your option) any later version.
12 # This program is distributed in the hope that it will be useful,
13 # but WITHOUT ANY WARRANTY; without even the implied warranty of
14 # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
15 # GNU Affero General Public License for more details.
17 # You should have received a copy of the GNU Affero General Public License
18 # along with this program. If not, see <http://www.gnu.org/licenses/>.
20 ##############################################################################
23 from osv import fields, osv
27 from tools.translate import _
29 CRM_HELPDESK_STATES = (
30 crm.AVAILABLE_STATES[2][0], # Cancelled
31 crm.AVAILABLE_STATES[3][0], # Done
32 crm.AVAILABLE_STATES[4][0], # Pending
35 class crm_helpdesk(crm.crm_case, osv.osv):
36 """ Helpdesk Cases """
38 _name = "crm.helpdesk"
39 _description = "Helpdesk"
41 _inherit = ['mailgate.thread']
43 'id': fields.integer('ID', readonly=True),
44 'name': fields.char('Name', size=128, required=True),
45 'active': fields.boolean('Active', required=False),
46 'date_action_last': fields.datetime('Last Action', readonly=1),
47 'date_action_next': fields.datetime('Next Action', readonly=1),
48 'description': fields.text('Description'),
49 'create_date': fields.datetime('Creation Date' , readonly=True),
50 'write_date': fields.datetime('Update Date' , readonly=True),
51 'date_deadline': fields.date('Deadline'),
52 'user_id': fields.many2one('res.users', 'Responsible'),
53 'section_id': fields.many2one('crm.case.section', 'Sales Team', \
54 select=True, help='Sales team to which Case belongs to.\
55 Define Responsible user and Email account for mail gateway.'),
56 'company_id': fields.many2one('res.company', 'Company'),
57 'date_closed': fields.datetime('Closed', readonly=True),
58 'partner_id': fields.many2one('res.partner', 'Partner'),
59 'partner_address_id': fields.many2one('res.partner.address', 'Partner Contact', \
60 domain="[('partner_id','=',partner_id)]"),
61 'email_cc': fields.text('Watchers Emails', size=252 , 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"),
62 'email_from': fields.char('Email', size=128, help="These people will receive email."),
63 'date': fields.datetime('Date'),
64 'ref' : fields.reference('Reference', selection=crm._links_get, size=128),
65 'ref2' : fields.reference('Reference 2', selection=crm._links_get, size=128),
66 'canal_id': fields.many2one('res.partner.canal', 'Channel', \
67 help="The channels represent the different communication \
68 modes available with the customer."),
69 'planned_revenue': fields.float('Planned Revenue'),
70 'planned_cost': fields.float('Planned Costs'),
71 'priority': fields.selection(crm.AVAILABLE_PRIORITIES, 'Priority'),
72 'probability': fields.float('Probability (%)'),
73 'categ_id': fields.many2one('crm.case.categ', 'Category', \
74 domain="[('section_id','=',section_id),\
75 ('object_id.model', '=', 'crm.helpdesk')]"),
76 'duration': fields.float('Duration', states={'done': [('readonly', True)]}),
77 'state': fields.selection(crm.AVAILABLE_STATES, 'State', size=16, readonly=True,
78 help='The state is set to \'Draft\', when a case is created.\
79 \nIf the case is in progress the state is set to \'Open\'.\
80 \nWhen the case is over, the state is set to \'Done\'.\
81 \nIf the case needs to be reviewed then the state is set to \'Pending\'.'),
82 'message_ids': fields.one2many('mailgate.message', 'res_id', 'Messages', domain=[('model','=',_name)]),
86 'active': lambda *a: 1,
87 'user_id': crm.crm_case._get_default_user,
88 'partner_id': crm.crm_case._get_default_partner,
89 'partner_address_id': crm.crm_case._get_default_partner_address,
90 'email_from': crm.crm_case. _get_default_email,
91 'state': lambda *a: 'draft',
92 'date': lambda *a: time.strftime('%Y-%m-%d %H:%M:%S'),
93 'section_id': crm.crm_case. _get_section,
94 'company_id': lambda s, cr, uid, c: s.pool.get('res.company')._company_default_get(cr, uid, 'crm.helpdesk', context=c),
95 'priority': lambda *a: crm.AVAILABLE_PRIORITIES[2][0],
98 def message_new(self, cr, uid, msg, context=None):
100 Automatically calls when new email message arrives
102 @param self: The object pointer
103 @param cr: the current row, from the database cursor,
104 @param uid: the current user’s ID for security checks
106 mailgate_pool = self.pool.get('email.server.tools')
108 subject = msg.get('subject') or _("No Subject")
109 body = msg.get('body')
110 msg_from = msg.get('from')
111 priority = msg.get('priority')
115 'email_from': msg_from,
116 'email_cc': msg.get('cc'),
120 if msg.get('priority', False):
121 vals['priority'] = priority
123 res = mailgate_pool.get_partner(cr, uid, msg.get('from') or msg.get_unixfrom())
127 res = self.create(cr, uid, vals, context)
128 attachents = msg.get('attachments', [])
129 for attactment in attachents or []:
132 'datas':binascii.b2a_base64(str(attachents.get(attactment))),
133 'datas_fname': attactment,
134 'description': 'Mail attachment',
135 'res_model': self._name,
138 self.pool.get('ir.attachment').create(cr, uid, data_attach)
142 def message_update(self, cr, uid, ids, vals={}, msg="", default_act='pending', context=None):
144 @param self: The object pointer
145 @param cr: the current row, from the database cursor,
146 @param uid: the current user’s ID for security checks,
147 @param ids: List of update mail’s IDs
149 if isinstance(ids, (str, int, long)):
152 if msg.get('priority') in dict(crm.AVAILABLE_PRIORITIES):
153 vals['priority'] = msg.get('priority')
156 'cost':'planned_cost',
157 'revenue': 'planned_revenue',
158 'probability':'probability'
161 for line in msg['body'].split('\n'):
163 res = tools.misc.command_re.match(line)
164 if res and maps.get(res.group(1).lower()):
165 key = maps.get(res.group(1).lower())
166 vls[key] = res.group(2).lower()
169 # Unfortunately the API is based on lists
170 # but we want to update the state based on the
171 # previous state, so we have to loop:
172 for case in self.browse(cr, uid, ids, context=context):
174 if case.state in CRM_HELPDESK_STATES:
175 values.update(state=crm.AVAILABLE_STATES[1][0]) #re-open
176 res = self.write(cr, uid, [case.id], values, context=context)
179 def msg_send(self, cr, uid, id, *args, **argv):
182 @param self: The object pointer
183 @param cr: the current row, from the database cursor,
184 @param uid: the current user’s ID for security checks,
185 @param ids: List of email’s IDs
186 @param *args: Return Tuple Value
187 @param **args: Return Dictionary of Keyword Value
193 # vim:expandtab:smartindent:tabstop=4:softtabstop=4:shiftwidth=4: