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
25 from crm import wizard
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 = ['mail.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 modes available with the customer."),
68 'planned_revenue': fields.float('Planned Revenue'),
69 'planned_cost': fields.float('Planned Costs'),
70 'priority': fields.selection(crm.AVAILABLE_PRIORITIES, 'Priority'),
71 'probability': fields.float('Probability (%)'),
72 'categ_id': fields.many2one('crm.case.categ', 'Category', \
73 domain="[('section_id','=',section_id),\
74 ('object_id.model', '=', 'crm.helpdesk')]"),
75 'duration': fields.float('Duration', states={'done': [('readonly', True)]}),
76 'state': fields.selection(crm.AVAILABLE_STATES, 'State', size=16, readonly=True,
77 help='The state is set to \'Draft\', when a case is created.\
78 \nIf the case is in progress the state is set to \'Open\'.\
79 \nWhen the case is over, the state is set to \'Done\'.\
80 \nIf the case needs to be reviewed then the state is set to \'Pending\'.'),
81 'message_ids': fields.one2many('mail.message', 'res_id', 'Messages', domain=[('model','=',_name)]),
85 'active': lambda *a: 1,
86 'user_id': crm.crm_case._get_default_user,
87 'partner_id': crm.crm_case._get_default_partner,
88 'partner_address_id': crm.crm_case._get_default_partner_address,
89 'email_from': crm.crm_case. _get_default_email,
90 'state': lambda *a: 'draft',
91 'date': lambda *a: time.strftime('%Y-%m-%d %H:%M:%S'),
92 'section_id': crm.crm_case. _get_section,
93 'company_id': lambda s, cr, uid, c: s.pool.get('res.company')._company_default_get(cr, uid, 'crm.helpdesk', context=c),
94 'priority': lambda *a: crm.AVAILABLE_PRIORITIES[2][0],
97 def message_new(self, cr, uid, msg_dict, custom_values=None, context=None):
98 """Automatically called when new email message arrives"""
99 res_id = super(crm_helpdesk,self).message_new(cr, uid, msg_dict, custom_values=custom_values, context=context)
100 thread_pool = self.pool.get('mail.thread')
101 subject = msg.get('subject')
102 body = msg.get('body_text')
103 msg_from = msg.get('from')
104 priority = msg.get('priority')
108 'email_from': msg_from,
109 'email_cc': msg.get('cc'),
113 if msg.get('priority', False):
114 vals['priority'] = priority
116 res = thread_pool.get_partner(cr, uid, msg.get('from', False))
120 self.write(cr, uid, [res_id], vals, context)
123 def message_update(self, cr, uid, ids, msg, vals={}, default_act='pending', context=None):
124 if isinstance(ids, (str, int, long)):
127 super(crm_helpdesk,self).message_update(cr, uid, msg, context=context)
129 if msg.get('priority') in dict(crm.AVAILABLE_PRIORITIES):
130 vals['priority'] = msg.get('priority')
133 'cost':'planned_cost',
134 'revenue': 'planned_revenue',
135 'probability':'probability'
138 for line in msg['body_text'].split('\n'):
140 res = tools.misc.command_re.match(line)
141 if res and maps.get(res.group(1).lower()):
142 key = maps.get(res.group(1).lower())
143 vls[key] = res.group(2).lower()
146 # Unfortunately the API is based on lists
147 # but we want to update the state based on the
148 # previous state, so we have to loop:
149 for case in self.browse(cr, uid, ids, context=context):
151 if case.state in CRM_HELPDESK_STATES:
152 values.update(state=crm.AVAILABLE_STATES[1][0]) #re-open
153 res = self.write(cr, uid, [case.id], values, context=context)
156 # vim:expandtab:smartindent:tabstop=4:softtabstop=4:shiftwidth=4: