addons/crm_helpdesk/crm_helpdesk.py

   1 # -*- coding: utf-8 -*-
   2 ##############################################################################
   3 #
   4 #    OpenERP, Open Source Management Solution
   5 #    Copyright (C) 2004-2010 Tiny SPRL (<http://tiny.be>).
   6 #
   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.
  11 #
  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.
  16 #
  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/>.
  19 #
  20 ##############################################################################
  21
  22 from crm import crm
  23 from osv import fields, osv
  24 import time
  25 from crm import wizard
  26 import tools
  27 from tools.translate import _
  28
  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
  33 )
  34
  35 wizard.mail_compose_message.SUPPORTED_MODELS.append('crm.helpdesk')
  36
  37 class crm_helpdesk(crm.crm_case, osv.osv):
  38     """ Helpdesk Cases """
  39
  40     _name = "crm.helpdesk"
  41     _description = "Helpdesk"
  42     _order = "id desc"
  43     _inherit = ['mail.thread']
  44     _columns = {
  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='Sales team to which Case belongs to.\
  57                                  Define Responsible user and Email account for mail gateway.'),
  58             'company_id': fields.many2one('res.company', 'Company'),
  59             'date_closed': fields.datetime('Closed', readonly=True),
  60             'partner_id': fields.many2one('res.partner', 'Partner'),
  61             'partner_address_id': fields.many2one('res.partner.address', 'Partner Contact', \
  62                                  domain="[('partner_id','=',partner_id)]"),
  63             '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"),
  64             'email_from': fields.char('Email', size=128, help="These people will receive email."),
  65             'date': fields.datetime('Date'),
  66             'ref' : fields.reference('Reference', selection=crm._links_get, size=128),
  67             'ref2' : fields.reference('Reference 2', selection=crm._links_get, size=128),
  68             'channel_id': fields.many2one('crm.case.channel', 'Channel', help="Communication channel."),
  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','=',False),('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('mail.message', 'res_id', 'Messages', domain=[('model','=',_name)]),
  83     }
  84
  85     _defaults = {
  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],
  96     }
  97
  98     def message_new(self, cr, uid, msg_dict, custom_values=None, context=None):
  99         """Automatically called when new email message arrives"""
 100         res_id = super(crm_helpdesk,self).message_new(cr, uid, msg_dict, custom_values=custom_values, context=context)
 101         subject = msg_dict.get('subject')  or _("No Subject")
 102         body = msg_dict.get('body_text')
 103         msg_from = msg_dict.get('from')
 104         vals = {
 105             'name': subject,
 106             'email_from': msg_from,
 107             'email_cc': msg_dict.get('cc'),
 108             'description': body,
 109             'user_id': False,
 110         }
 111         vals.update(self.message_partner_by_email(cr, uid, msg_from))
 112         self.write(cr, uid, [res_id], vals, context)
 113         return res_id
 114
 115     def message_update(self, cr, uid, ids, msg, vals={}, default_act='pending', context=None):
 116         if isinstance(ids, (str, int, long)):
 117             ids = [ids]
 118
 119         super(crm_helpdesk,self).message_update(cr, uid, ids, msg, context=context)
 120
 121         if msg.get('priority') in dict(crm.AVAILABLE_PRIORITIES):
 122             vals['priority'] = msg.get('priority')
 123
 124         maps = {
 125             'cost':'planned_cost',
 126             'revenue': 'planned_revenue',
 127             'probability':'probability'
 128         }
 129         vls = {}
 130         for line in msg['body_text'].split('\n'):
 131             line = line.strip()
 132             res = tools.misc.command_re.match(line)
 133             if res and maps.get(res.group(1).lower()):
 134                 key = maps.get(res.group(1).lower())
 135                 vls[key] = res.group(2).lower()
 136         vals.update(vls)
 137
 138         # Unfortunately the API is based on lists
 139         # but we want to update the state based on the
 140         # previous state, so we have to loop:
 141         for case in self.browse(cr, uid, ids, context=context):
 142             values = dict(vals)
 143             if case.state in CRM_HELPDESK_STATES:
 144                 values.update(state=crm.AVAILABLE_STATES[1][0]) #re-open
 145             res = self.write(cr, uid, [case.id], values, context=context)
 146         return res
 147
 148 # vim:expandtab:smartindent:tabstop=4:softtabstop=4:shiftwidth=4:
 149