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 openerp.addons.crm import crm
24 from openerp.osv import fields, osv
25 from openerp import tools
26 from openerp.tools.translate import _
27 from openerp.tools import html2plaintext
30 class crm_helpdesk(osv.osv):
31 """ Helpdesk Cases """
33 _name = "crm.helpdesk"
34 _description = "Helpdesk"
36 _inherit = ['mail.thread']
39 'id': fields.integer('ID', readonly=True),
40 'name': fields.char('Name', size=128, required=True),
41 'active': fields.boolean('Active', required=False),
42 'date_action_last': fields.datetime('Last Action', readonly=1),
43 'date_action_next': fields.datetime('Next Action', readonly=1),
44 'description': fields.text('Description'),
45 'create_date': fields.datetime('Creation Date' , readonly=True),
46 'write_date': fields.datetime('Update Date' , readonly=True),
47 'date_deadline': fields.date('Deadline'),
48 'user_id': fields.many2one('res.users', 'Responsible'),
49 'section_id': fields.many2one('crm.case.section', 'Sales Team', \
50 select=True, help='Responsible sales team. Define Responsible user and Email account for mail gateway.'),
51 'company_id': fields.many2one('res.company', 'Company'),
52 'date_closed': fields.datetime('Closed', readonly=True),
53 'partner_id': fields.many2one('res.partner', 'Partner'),
54 '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"),
55 'email_from': fields.char('Email', size=128, help="Destination email for email gateway"),
56 'date': fields.datetime('Date'),
57 'ref': fields.reference('Reference', selection=openerp.addons.base.res.res_request.referencable_models),
58 'ref2': fields.reference('Reference 2', selection=openerp.addons.base.res.res_request.referencable_models),
59 'channel_id': fields.many2one('crm.case.channel', 'Channel', help="Communication channel."),
60 'planned_revenue': fields.float('Planned Revenue'),
61 'planned_cost': fields.float('Planned Costs'),
62 'priority': fields.selection(crm.AVAILABLE_PRIORITIES, 'Priority'),
63 'probability': fields.float('Probability (%)'),
64 'categ_id': fields.many2one('crm.case.categ', 'Category', \
65 domain="['|',('section_id','=',False),('section_id','=',section_id),\
66 ('object_id.model', '=', 'crm.helpdesk')]"),
67 'duration': fields.float('Duration', states={'done': [('readonly', True)]}),
68 'state': fields.selection(
70 ('open', 'In Progress'),
71 ('pending', 'Pending'),
73 ('cancel', 'Cancelled')], 'Status', size=16, readonly=True, track_visibility='onchange',
74 help='The status is set to \'Draft\', when a case is created.\
75 \nIf the case is in progress the status is set to \'Open\'.\
76 \nWhen the case is over, the status is set to \'Done\'.\
77 \nIf the case needs to be reviewed then the status is set to \'Pending\'.'),
81 'active': lambda *a: 1,
82 'user_id': lambda s, cr, uid, c: uid,
83 'state': lambda *a: 'draft',
84 'date': fields.datetime.now,
85 'company_id': lambda s, cr, uid, c: s.pool.get('res.company')._company_default_get(cr, uid, 'crm.helpdesk', context=c),
86 'priority': lambda *a: crm.AVAILABLE_PRIORITIES[2][0],
89 def on_change_partner_id(self, cr, uid, ids, partner_id, context=None):
92 partner = self.pool.get('res.partner').browse(cr, uid, partner_id, context=context)
94 'email_from': partner.email,
96 return {'value': values}
98 def write(self, cr, uid, ids, values, context=None):
99 """ Override to add case management: open/close dates """
100 if values.get('state'):
101 if values.get('state') in ['draft', 'open'] and not values.get('date_open'):
102 values['date_open'] = fields.datetime.now()
103 elif values.get('state') == 'close' and not values.get('date_closed'):
104 values['date_closed'] = fields.datetime.now()
105 return super(crm_helpdesk, self).write(cr, uid, ids, values, context=context)
107 def case_escalate(self, cr, uid, ids, context=None):
108 """ Escalates case to parent level """
109 data = {'active': True}
110 for case in self.browse(cr, uid, ids, context=context):
111 if case.section_id and case.section_id.parent_id:
112 parent_id = case.section_id.parent_id
113 data['section_id'] = parent_id.id
114 if parent_id.change_responsible and parent_id.user_id:
115 data['user_id'] = parent_id.user_id.id
117 raise osv.except_osv(_('Error!'), _('You can not escalate, you are already at the top level regarding your sales-team category.'))
118 self.write(cr, uid, [case.id], data, context=context)
121 # -------------------------------------------------------
123 # -------------------------------------------------------
125 def message_new(self, cr, uid, msg, custom_values=None, context=None):
126 """ Overrides mail_thread message_new that is called by the mailgateway
127 through message_process.
128 This override updates the document according to the email.
130 if custom_values is None:
132 desc = html2plaintext(msg.get('body')) if msg.get('body') else ''
134 'name': msg.get('subject') or _("No Subject"),
136 'email_from': msg.get('from'),
137 'email_cc': msg.get('cc'),
139 'partner_id': msg.get('author_id', False),
141 defaults.update(custom_values)
142 return super(crm_helpdesk, self).message_new(cr, uid, msg, custom_values=defaults, context=context)
144 # vim:expandtab:smartindent:tabstop=4:softtabstop=4:shiftwidth=4: