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 ##############################################################################
22 from openerp.addons.base_status.base_state import base_state
23 from openerp.addons.base_status.base_stage import base_stage
24 from openerp.addons.crm import crm
25 from openerp.osv import fields, osv
26 from openerp import tools
27 from openerp.tools.translate import _
28 from openerp.tools import html2plaintext
30 CRM_HELPDESK_STATES = (
31 crm.AVAILABLE_STATES[2][0], # Cancelled
32 crm.AVAILABLE_STATES[3][0], # Done
33 crm.AVAILABLE_STATES[4][0], # Pending
36 class crm_helpdesk(base_state, base_stage, osv.osv):
37 """ Helpdesk Cases """
39 _name = "crm.helpdesk"
40 _description = "Helpdesk"
42 _inherit = ['mail.thread']
45 'id': fields.integer('ID', readonly=True),
46 'name': fields.char('Name', size=128, required=True),
47 'active': fields.boolean('Active', required=False),
48 'date_action_last': fields.datetime('Last Action', readonly=1),
49 'date_action_next': fields.datetime('Next Action', readonly=1),
50 'description': fields.text('Description'),
51 'create_date': fields.datetime('Creation Date' , readonly=True),
52 'write_date': fields.datetime('Update Date' , readonly=True),
53 'date_deadline': fields.date('Deadline'),
54 'user_id': fields.many2one('res.users', 'Responsible'),
55 'section_id': fields.many2one('crm.case.section', 'Sales Team', \
56 select=True, help='Responsible sales team. Define Responsible user and Email account for mail gateway.'),
57 'company_id': fields.many2one('res.company', 'Company'),
58 'date_closed': fields.datetime('Closed', readonly=True),
59 'partner_id': fields.many2one('res.partner', 'Partner'),
60 '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"),
61 'email_from': fields.char('Email', size=128, help="Destination email for email gateway"),
62 'date': fields.datetime('Date'),
63 'ref' : fields.reference('Reference', selection=crm._links_get, size=128),
64 'ref2' : fields.reference('Reference 2', selection=crm._links_get, size=128),
65 'channel_id': fields.many2one('crm.case.channel', 'Channel', help="Communication channel."),
66 'planned_revenue': fields.float('Planned Revenue'),
67 'planned_cost': fields.float('Planned Costs'),
68 'priority': fields.selection(crm.AVAILABLE_PRIORITIES, 'Priority'),
69 'probability': fields.float('Probability (%)'),
70 'categ_id': fields.many2one('crm.case.categ', 'Category', \
71 domain="['|',('section_id','=',False),('section_id','=',section_id),\
72 ('object_id.model', '=', 'crm.helpdesk')]"),
73 'duration': fields.float('Duration', states={'done': [('readonly', True)]}),
74 'state': fields.selection(crm.AVAILABLE_STATES, 'Status', size=16, readonly=True,
75 help='The status is set to \'Draft\', when a case is created.\
76 \nIf the case is in progress the status is set to \'Open\'.\
77 \nWhen the case is over, the status is set to \'Done\'.\
78 \nIf the case needs to be reviewed then the status is set to \'Pending\'.'),
82 'active': lambda *a: 1,
83 'user_id': lambda s, cr, uid, c: s._get_default_user(cr, uid, c),
84 'partner_id': lambda s, cr, uid, c: s._get_default_partner(cr, uid, c),
85 'email_from': lambda s, cr, uid, c: s._get_default_email(cr, uid, c),
86 'state': lambda *a: 'draft',
87 'date': lambda *a: fields.datetime.now(),
88 'company_id': lambda s, cr, uid, c: s.pool.get('res.company')._company_default_get(cr, uid, 'crm.helpdesk', context=c),
89 'priority': lambda *a: crm.AVAILABLE_PRIORITIES[2][0],
92 # -------------------------------------------------------
94 # -------------------------------------------------------
96 def message_new(self, cr, uid, msg, custom_values=None, context=None):
97 """ Overrides mail_thread message_new that is called by the mailgateway
98 through message_process.
99 This override updates the document according to the email.
101 if custom_values is None: custom_values = {}
102 desc = html2plaintext(msg.get('body')) if msg.get('body') else ''
104 'name': msg.get('subject') or _("No Subject"),
106 'email_from': msg.get('from'),
107 'email_cc': msg.get('cc'),
110 defaults.update(custom_values)
111 return super(crm_helpdesk,self).message_new(cr, uid, msg, custom_values=defaults, context=context)
113 def message_update(self, cr, uid, ids, msg, update_vals=None, context=None):
114 """ Overrides mail_thread message_update that is called by the mailgateway
115 through message_process.
116 This method updates the document according to the email.
118 if isinstance(ids, (str, int, long)):
120 if update_vals is None: update_vals = {}
122 if msg.get('priority') in dict(crm.AVAILABLE_PRIORITIES):
123 update_vals['priority'] = msg.get('priority')
126 'cost':'planned_cost',
127 'revenue': 'planned_revenue',
128 'probability':'probability'
130 for line in msg['body'].split('\n'):
132 res = tools.command_re.match(line)
133 if res and maps.get(res.group(1).lower()):
134 key = maps.get(res.group(1).lower())
135 update_vals[key] = res.group(2).lower()
137 return super(crm_helpdesk,self).message_update(cr, uid, ids, msg, update_vals=update_vals, context=context)
139 # vim:expandtab:smartindent:tabstop=4:softtabstop=4:shiftwidth=4: