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 wizard.email_compose_message.email_model.append('crm.helpdesk')
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(crm.crm_case, osv.osv):
37 """ Helpdesk Cases """
39 _name = "crm.helpdesk"
40 _description = "Helpdesk"
42 _inherit = ['email.thread']
44 'id': fields.integer('ID', readonly=True),
45 'name': fields.char('Name', size=128, required=True),
46 'active': fields.boolean('Active', required=False),
47 'date_action_last': fields.datetime('Last Action', readonly=1),
48 'date_action_next': fields.datetime('Next Action', readonly=1),
49 'description': fields.text('Description'),
50 'create_date': fields.datetime('Creation Date' , readonly=True),
51 'write_date': fields.datetime('Update Date' , readonly=True),
52 'date_deadline': fields.date('Deadline'),
53 'user_id': fields.many2one('res.users', 'Responsible'),
54 'section_id': fields.many2one('crm.case.section', 'Sales Team', \
55 select=True, help='Sales team to which Case belongs to.\
56 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 'partner_address_id': fields.many2one('res.partner.address', 'Partner Contact', \
61 domain="[('partner_id','=',partner_id)]"),
62 '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"),
63 'email_from': fields.char('Email', size=128, help="These people will receive email."),
64 'date': fields.datetime('Date'),
65 'ref' : fields.reference('Reference', selection=crm._links_get, size=128),
66 'ref2' : fields.reference('Reference 2', selection=crm._links_get, size=128),
67 'canal_id': fields.many2one('res.partner.canal', 'Channel', \
68 help="The channels represent the different communication \
69 modes available with the customer."),
70 'planned_revenue': fields.float('Planned Revenue'),
71 'planned_cost': fields.float('Planned Costs'),
72 'priority': fields.selection(crm.AVAILABLE_PRIORITIES, 'Priority'),
73 'probability': fields.float('Probability (%)'),
74 'categ_id': fields.many2one('crm.case.categ', 'Category', \
75 domain="[('section_id','=',section_id),\
76 ('object_id.model', '=', 'crm.helpdesk')]"),
77 'duration': fields.float('Duration', states={'done': [('readonly', True)]}),
78 'state': fields.selection(crm.AVAILABLE_STATES, 'State', size=16, readonly=True,
79 help='The state is set to \'Draft\', when a case is created.\
80 \nIf the case is in progress the state is set to \'Open\'.\
81 \nWhen the case is over, the state is set to \'Done\'.\
82 \nIf the case needs to be reviewed then the state is set to \'Pending\'.'),
83 'message_ids': fields.one2many('email.message', 'res_id', 'Messages', domain=[('model','=',_name)]),
87 'active': lambda *a: 1,
88 'user_id': crm.crm_case._get_default_user,
89 'partner_id': crm.crm_case._get_default_partner,
90 'partner_address_id': crm.crm_case._get_default_partner_address,
91 'email_from': crm.crm_case. _get_default_email,
92 'state': lambda *a: 'draft',
93 'date': lambda *a: time.strftime('%Y-%m-%d %H:%M:%S'),
94 'section_id': crm.crm_case. _get_section,
95 'company_id': lambda s, cr, uid, c: s.pool.get('res.company')._company_default_get(cr, uid, 'crm.helpdesk', context=c),
96 'priority': lambda *a: crm.AVAILABLE_PRIORITIES[2][0],
99 def message_new(self, cr, uid, msg, context=None):
101 Automatically calls when new email message arrives
103 @param self: The object pointer
104 @param cr: the current row, from the database cursor,
105 @param uid: the current user’s ID for security checks
107 thread_pool = self.pool.get('email.thread')
109 subject = msg.get('subject')
110 body = msg.get('body')
111 msg_from = msg.get('from')
112 priority = msg.get('priority')
116 'email_from': msg_from,
117 'email_cc': msg.get('cc'),
121 if msg.get('priority', False):
122 vals['priority'] = priority
124 res = thread_pool.get_partner(cr, uid, msg.get('from') or msg.get_unixfrom())
128 res = self.create(cr, uid, vals, context)
129 attachents = msg.get('attachments', [])
130 for attactment in attachents or []:
133 'datas':binascii.b2a_base64(str(attachents.get(attactment))),
134 'datas_fname': attactment,
135 'description': 'Mail attachment',
136 'res_model': self._name,
139 self.pool.get('ir.attachment').create(cr, uid, data_attach)
143 def message_update(self, cr, uid, ids, vals={}, msg="", default_act='pending', context=None):
145 @param self: The object pointer
146 @param cr: the current row, from the database cursor,
147 @param uid: the current user’s ID for security checks,
148 @param ids: List of update mail’s IDs
150 if isinstance(ids, (str, int, long)):
153 if msg.get('priority') in dict(crm.AVAILABLE_PRIORITIES):
154 vals['priority'] = msg.get('priority')
157 'cost':'planned_cost',
158 'revenue': 'planned_revenue',
159 'probability':'probability'
162 for line in msg['body'].split('\n'):
164 res = tools.misc.command_re.match(line)
165 if res and maps.get(res.group(1).lower()):
166 key = maps.get(res.group(1).lower())
167 vls[key] = res.group(2).lower()
170 # Unfortunately the API is based on lists
171 # but we want to update the state based on the
172 # previous state, so we have to loop:
173 for case in self.browse(cr, uid, ids, context=context):
175 if case.state in CRM_HELPDESK_STATES:
176 values.update(state=crm.AVAILABLE_STATES[1][0]) #re-open
177 res = self.write(cr, uid, [case.id], values, context=context)
180 def msg_send(self, cr, uid, id, *args, **argv):
183 @param self: The object pointer
184 @param cr: the current row, from the database cursor,
185 @param uid: the current user’s ID for security checks,
186 @param ids: List of email’s IDs
187 @param *args: Return Tuple Value
188 @param **args: Return Dictionary of Keyword Value
194 # vim:expandtab:smartindent:tabstop=4:softtabstop=4:shiftwidth=4: