145 lines
7.3 KiB
Python
145 lines
7.3 KiB
Python
# -*- coding: utf-8 -*-
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##############################################################################
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#
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# OpenERP, Open Source Management Solution
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# Copyright (C) 2004-2010 Tiny SPRL (<http://tiny.be>).
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#
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# This program is free software: you can redistribute it and/or modify
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# it under the terms of the GNU Affero General Public License as
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# published by the Free Software Foundation, either version 3 of the
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# License, or (at your option) any later version.
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#
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# This program is distributed in the hope that it will be useful,
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# but WITHOUT ANY WARRANTY; without even the implied warranty of
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# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
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# GNU Affero General Public License for more details.
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#
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# You should have received a copy of the GNU Affero General Public License
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# along with this program. If not, see <http://www.gnu.org/licenses/>.
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#
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##############################################################################
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import openerp
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from openerp.addons.crm import crm
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from openerp.osv import fields, osv
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from openerp import tools
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from openerp.tools.translate import _
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from openerp.tools import html2plaintext
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class crm_helpdesk(osv.osv):
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""" Helpdesk Cases """
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_name = "crm.helpdesk"
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_description = "Helpdesk"
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_order = "id desc"
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_inherit = ['mail.thread']
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_columns = {
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'id': fields.integer('ID', readonly=True),
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'name': fields.char('Name', required=True),
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'active': fields.boolean('Active', required=False),
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'date_action_last': fields.datetime('Last Action', readonly=1),
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'date_action_next': fields.datetime('Next Action', readonly=1),
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'description': fields.text('Description'),
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'create_date': fields.datetime('Creation Date' , readonly=True),
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'write_date': fields.datetime('Update Date' , readonly=True),
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'date_deadline': fields.date('Deadline'),
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'user_id': fields.many2one('res.users', 'Responsible'),
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'section_id': fields.many2one('crm.case.section', 'Sales Team', \
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select=True, help='Responsible sales team. Define Responsible user and Email account for mail gateway.'),
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'company_id': fields.many2one('res.company', 'Company'),
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'date_closed': fields.datetime('Closed', readonly=True),
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'partner_id': fields.many2one('res.partner', 'Partner'),
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'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"),
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'email_from': fields.char('Email', size=128, help="Destination email for email gateway"),
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'date': fields.datetime('Date'),
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'ref': fields.reference('Reference', selection=openerp.addons.base.res.res_request.referencable_models),
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'ref2': fields.reference('Reference 2', selection=openerp.addons.base.res.res_request.referencable_models),
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'channel_id': fields.many2one('crm.tracking.medium', 'Channel', help="Communication channel."),
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'planned_revenue': fields.float('Planned Revenue'),
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'planned_cost': fields.float('Planned Costs'),
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'priority': fields.selection([('0','Low'), ('1','Normal'), ('2','High')], 'Priority'),
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'probability': fields.float('Probability (%)'),
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'categ_id': fields.many2one('crm.case.categ', 'Category', \
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domain="['|',('section_id','=',False),('section_id','=',section_id),\
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('object_id.model', '=', 'crm.helpdesk')]"),
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'duration': fields.float('Duration', states={'done': [('readonly', True)]}),
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'state': fields.selection(
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[('draft', 'New'),
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('open', 'In Progress'),
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('pending', 'Pending'),
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('done', 'Closed'),
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('cancel', 'Cancelled')], 'Status', readonly=True, track_visibility='onchange',
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help='The status is set to \'Draft\', when a case is created.\
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\nIf the case is in progress the status is set to \'Open\'.\
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\nWhen the case is over, the status is set to \'Done\'.\
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\nIf the case needs to be reviewed then the status is set to \'Pending\'.'),
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}
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_defaults = {
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'active': lambda *a: 1,
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'user_id': lambda s, cr, uid, c: uid,
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'state': lambda *a: 'draft',
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'date': fields.datetime.now,
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'company_id': lambda s, cr, uid, c: s.pool.get('res.company')._company_default_get(cr, uid, 'crm.helpdesk', context=c),
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'priority': '1',
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}
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def on_change_partner_id(self, cr, uid, ids, partner_id, context=None):
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values = {}
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if partner_id:
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partner = self.pool.get('res.partner').browse(cr, uid, partner_id, context=context)
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values = {
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'email_from': partner.email,
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}
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return {'value': values}
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def write(self, cr, uid, ids, values, context=None):
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""" Override to add case management: open/close dates """
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if values.get('state'):
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if values.get('state') in ['draft', 'open'] and not values.get('date_open'):
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values['date_open'] = fields.datetime.now()
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elif values.get('state') == 'done' and not values.get('date_closed'):
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values['date_closed'] = fields.datetime.now()
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return super(crm_helpdesk, self).write(cr, uid, ids, values, context=context)
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def case_escalate(self, cr, uid, ids, context=None):
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""" Escalates case to parent level """
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data = {'active': True}
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for case in self.browse(cr, uid, ids, context=context):
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if case.section_id and case.section_id.parent_id:
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parent_id = case.section_id.parent_id
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data['section_id'] = parent_id.id
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if parent_id.change_responsible and parent_id.user_id:
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data['user_id'] = parent_id.user_id.id
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else:
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raise osv.except_osv(_('Error!'), _('You can not escalate, you are already at the top level regarding your sales-team category.'))
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self.write(cr, uid, [case.id], data, context=context)
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return True
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# -------------------------------------------------------
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# Mail gateway
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# -------------------------------------------------------
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def message_new(self, cr, uid, msg, custom_values=None, context=None):
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""" Overrides mail_thread message_new that is called by the mailgateway
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through message_process.
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This override updates the document according to the email.
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"""
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if custom_values is None:
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custom_values = {}
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desc = html2plaintext(msg.get('body')) if msg.get('body') else ''
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defaults = {
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'name': msg.get('subject') or _("No Subject"),
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'description': desc,
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'email_from': msg.get('from'),
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'email_cc': msg.get('cc'),
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'user_id': False,
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'partner_id': msg.get('author_id', False),
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}
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defaults.update(custom_values)
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return super(crm_helpdesk, self).message_new(cr, uid, msg, custom_values=defaults, context=context)
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# vim:expandtab:smartindent:tabstop=4:softtabstop=4:shiftwidth=4:
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