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
106 @param msg: dictionary object to contain email message data
108 thread_pool = self.pool.get('email.thread')
110 subject = msg.get('subject')
111 body = msg.get('body')
112 msg_from = msg.get('from')
113 priority = msg.get('priority')
117 'email_from': msg_from,
118 'email_cc': msg.get('cc'),
122 if msg.get('priority', False):
123 vals['priority'] = priority
125 res = thread_pool.get_partner(cr, uid, msg.get('from', False))
129 res = self.create(cr, uid, vals, context)
130 attachents = msg.get('attachments', [])
131 for attactment in attachents or []:
134 'datas':binascii.b2a_base64(str(attachents.get(attactment))),
135 'datas_fname': attactment,
136 'description': 'Mail attachment',
137 'res_model': self._name,
140 self.pool.get('ir.attachment').create(cr, uid, data_attach)
144 def message_update(self, cr, uid, ids, vals={}, msg="", default_act='pending', context=None):
146 @param self: The object pointer
147 @param cr: the current row, from the database cursor,
148 @param uid: the current user’s ID for security checks,
149 @param ids: List of update mail’s IDs
151 if isinstance(ids, (str, int, long)):
154 if msg.get('priority') in dict(crm.AVAILABLE_PRIORITIES):
155 vals['priority'] = msg.get('priority')
158 'cost':'planned_cost',
159 'revenue': 'planned_revenue',
160 'probability':'probability'
163 for line in msg['body'].split('\n'):
165 res = tools.misc.command_re.match(line)
166 if res and maps.get(res.group(1).lower()):
167 key = maps.get(res.group(1).lower())
168 vls[key] = res.group(2).lower()
171 # Unfortunately the API is based on lists
172 # but we want to update the state based on the
173 # previous state, so we have to loop:
174 for case in self.browse(cr, uid, ids, context=context):
176 if case.state in CRM_HELPDESK_STATES:
177 values.update(state=crm.AVAILABLE_STATES[1][0]) #re-open
178 res = self.write(cr, uid, [case.id], values, context=context)
183 # vim:expandtab:smartindent:tabstop=4:softtabstop=4:shiftwidth=4: