forked from Mapan/odoo17e
495 lines
32 KiB
XML
495 lines
32 KiB
XML
<?xml version="1.0"?>
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<odoo>
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<record id="helpdesk_team_view_tree" model="ir.ui.view">
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<field name="name">helpdesk.team.tree</field>
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<field name="model">helpdesk.team</field>
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<field name="arch" type="xml">
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<tree string="Helpdesk Team" multi_edit="1" sample="1">
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<field name="sequence" widget="handle"/>
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<field name="name" class="field_name" string="Name"/>
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<field name="use_alias" column_invisible="True"/>
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<field name="alias_email" string="Email Alias" widget="email" readonly="1" invisible="not use_alias"/>
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<field name="company_id" groups="base.group_multi_company" readonly="1" context="{'create': False}"/>
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</tree>
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</field>
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</record>
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<record id="helpdesk_sla_action" model="ir.actions.act_window">
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<field name="name">SLA Policies</field>
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<field name="res_model">helpdesk.sla</field>
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<field name="view_mode">tree,form,kanban</field>
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<field name="context">{'default_team_id': active_id, 'search_default_team_id': active_id}</field>
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<field name="help" type="html">
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<p class="o_view_nocontent_smiling_face">
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No SLA policies found. Let's create one!
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</p><p>
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Make sure tickets are handled in a timely manner by using SLA Policies.<br/>
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</p>
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</field>
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</record>
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<record id="email_template_action_helpdesk" model="ir.actions.act_window" >
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<field name="name">Templates</field>
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<field name="res_model">mail.template</field>
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<field name="view_mode">tree,form</field>
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<field name="domain">[('team_id', '=', active_id)]</field>
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<field name="context">{'default_team_id': active_id}</field>
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<field name="help" type="html">
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<p class="o_view_nocontent_smiling_face">
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Create a new template
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</p>
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</field>
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</record>
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<record id="helpdesk_team_view_form" model="ir.ui.view">
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<field name="name">helpdesk.team.form</field>
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<field name="model">helpdesk.team</field>
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<field name="arch" type="xml">
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<form string="team search" class="oe_form_configuration" js_class="helpdesk_team_form">
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<sheet>
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<div class="oe_button_box" name="button_box">
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<button name="action_view_open_ticket_view" type="object" icon="fa-life-ring" class="oe_stat_button">
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<field name="open_ticket_count" string="Tickets" widget="statinfo"/>
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</button>
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<field name="rating_count" invisible="1"/>
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<button name="action_view_team_rating" type="object" class="oe_stat_button" icon="" invisible="not use_rating or rating_count == 0" groups="helpdesk.group_use_rating" title="Average Rating">
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<i class="fa fa-fw o_button_icon fa-smile-o text-success" invisible="rating_avg < 3.66" title="Satisfied"/>
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<i class="fa fa-fw o_button_icon fa-meh-o text-warning" invisible="rating_avg < 2.33 or rating_avg >= 3.66" title="Okay"/>
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<i class="fa fa-fw o_button_icon fa-frown-o text-danger" invisible="rating_avg >= 2.33" title="Dissatisfied"/>
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<div class="o_field_widget o_stat_info">
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<span class="o_stat_value">
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<field name="rating_avg" nolabel="1" widget="float" digits="[1, 1]"/> / 5
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</span>
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<span class="o_stat_text">
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Avg. Rating
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</span>
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</div>
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</button>
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<button name="action_view_sla_policy" type="object" icon="fa-calendar-check-o" class="oe_stat_button" invisible="not use_sla">
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<field name="sla_policy_count" string="SLA Policies" widget="statinfo"/>
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</button>
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</div>
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<widget name="web_ribbon" title="Archived" bg_color="text-bg-danger" invisible="active"/>
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<div class="oe_title" id='title'>
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<label for="name" string="Name"/>
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<h1 id="name"><field name="name" options="{'line_breaks': False}" widget="text" placeholder="e.g. Customer Care"/></h1>
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</div>
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<field name="active" invisible="1"/>
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<field name="company_id" invisible="1"/>
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<field name="description" placeholder="Describe your team to your colleagues and customers..."/>
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<field name="company_id" groups="base.group_multi_company" required="1" nolabel="1" context="{'create': False}"/>
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<h2>Visibility & Assignment </h2>
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<div class="row mt16 o_settings_container" id="productivity">
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<setting
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help="People to whom this team and its tickets will be visible"
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documentation="/applications/services/helpdesk.html#visibility-assignment"
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>
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<field name="privacy_visibility" class="mt16 o_light_label" widget="radio"/>
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<div>
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<span class="text-muted o_row ps-1" invisible="access_instruction_message == ''">
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<i class="fa fa-lightbulb-o"/>&nbsp;<field class="align-top d-inline ms-2" name="access_instruction_message" nolabel="1"/>
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</span>
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</div>
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<div>
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<span class="text-muted o_row ps-1" invisible="privacy_visibility_warning == ''">
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<i class="fa fa-warning"/>&nbsp;<field class="align-top d-inline ms-2" name="privacy_visibility_warning" nolabel="1"/>
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</span>
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</div>
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</setting>
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<div class="col-lg-6">
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<setting class="col-lg-12">
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<label for="message_partner_ids"/>
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<div class="text-muted">
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Receive notifications whenever tickets are created, rated or discussed on in this team
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</div>
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<div class="mt16">
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<span><b>Followers </b></span>
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<field name="message_partner_ids" string="Follow All Team's Tickets" widget="many2many_tags_email"/>
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</div>
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</setting>
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<setting class="col-lg-12" help="Automate the assignment of new tickets to the right people, and make sure all tickets are being handled">
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<field name="auto_assignment"/>
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<div invisible="not auto_assignment" class="mt16">
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<field name="assign_method" class="o_light_label w-100" widget="radio"/>
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<div class="mt16">
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<label for="member_ids"/>
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<field name="member_ids" widget="many2many_avatar_user" required="auto_assignment"
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class="ms-2" options="{'no_quick_create': True}"/>
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</div>
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</div>
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</setting>
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</div>
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</div>
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<h2>Channels</h2>
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<div class="row mt16 o_settings_container" id="channels">
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<setting id="alias_channels" help="Create tickets by sending an email to an alias"
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documentation="/applications/services/helpdesk/overview/receiving_tickets.html#email-alias">
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<field name="use_alias" string="Email Alias"/>
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<div invisible="not use_alias" class="mt16">
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<div class="oe_edit_only" dir="ltr">
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<strong>Alias </strong>
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<field name="alias_name" class="w-25"/>@
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<field name="alias_domain_id" class="oe_inline" placeholder="e.g. domain.com"
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options="{'no_create': True, 'no_open': True}"/>
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<br/>
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<label for="alias_contact"/>
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<field name="alias_contact" string="Accept Emails From"/>
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</div>
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<p class="oe_read_only">
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<strong>Alias </strong>
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<field name="alias_id" class="oe_read_only oe_inline" required="False"/>
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</p>
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<field name="has_external_mail_server" invisible="1"/>
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<p class="text-muted o_row ps-1" invisible="alias_domain_id or has_external_mail_server">
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<i class="fa fa-lightbulb-o" role='img'/><span class="ms-2">To use an email alias, the first step is to configure an Alias Domain. You can achieve this by navigating to the General Settings and configuring the corresponding field.</span>
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</p>
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<p invisible="alias_domain_id">
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<button name="%(base_setup.action_general_configuration)d" type="action" string="Set an Alias Domain" icon="oi-arrow-right" class="btn-link mt-2"/>
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</p>
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</div>
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</setting>
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<setting help="Get in touch with your website visitors. Create and search tickets from your conversations. Answer in an instant by using canned responses.">
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<field name="use_website_helpdesk_livechat"/>
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<div class="text-muted o_row ps-1 mt16" invisible="not use_website_helpdesk_livechat">
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<i class="fa fa-lightbulb-o"/>
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<span class="ms-2">
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Type <b>/ticket</b> to create tickets<br/>
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Type <b>/search_tickets</b> to find tickets<br/>
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Type <b>:shortcut</b> to insert canned responses in your messages
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</span>
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</div>
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</setting>
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</div>
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<h2>Help Center</h2>
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<div class="row mt16 o_settings_container" id="website_form_channel">
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<setting help="Get tickets through an online form">
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<field name="use_website_helpdesk_form"/>
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</setting>
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<setting help="Centralize, manage, share and grow your knowledge library. Allow customers to search your articles in the help center for answers to their questions." documentation="/applications/services/helpdesk/overview/help_center.html#knowledge">
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<field name="use_website_helpdesk_knowledge"/>
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</setting>
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<setting help="Let your customers answer each other's questions on a forum. Allow customers to search your forum posts in the help center for answers to their questions." documentation="/applications/services/helpdesk/overview/help_center.html#community-forum">
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<field name="use_website_helpdesk_forum"/>
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</setting>
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<setting help="Share presentations and videos, and organize them into courses. Allow customers to search your eLearning courses in the help center for answers to their questions." documentation="/applications/services/helpdesk/overview/help_center.html#elearning">
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<field name="use_website_helpdesk_slides"/>
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</setting>
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</div>
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<h2 class="mt32">Track & Bill Time</h2>
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<div class="row mt16 o_settings_container">
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<setting id="timesheet"
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help="Track the time spent on tickets"
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documentation="/applications/services/helpdesk/advanced/track_and_bill.html">
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<field name="use_helpdesk_timesheet"/>
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</setting>
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<setting id="sale_timesheet"
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help="Bill the time spent on your tickets to your customers"
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documentation="/applications/services/helpdesk/advanced/track_and_bill.html">
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<field name="use_helpdesk_sale_timesheet"/>
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</setting>
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</div>
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<h2>Performance</h2>
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<div class="row mt16 o_settings_container">
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<setting id="sla"
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help="Make sure tickets are handled on time"
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documentation="/applications/services/helpdesk/overview/sla.html">
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<field name="use_sla"/>
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<div class="mt16" invisible="not use_sla">
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<label for="resource_calendar_id"/>
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<field name="resource_calendar_id" required="use_sla"/>
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</div>
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</setting>
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<setting id="rating" help="Track customer satisfaction on tickets"
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documentation="/applications/services/helpdesk/overview/ratings.html">
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<field name="use_rating"/>
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<div id="use_rating" invisible="not use_rating">
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<field name="portal_show_rating" class="oe_inline"/>
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<label for="portal_show_rating" string="Publish this team's ratings on your website"/>
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<div class="mt-3">
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<button name="%(helpdesk.helpdesk_stage_action)d" type="action" string="Set an Email Template on Stages" icon="oi-arrow-right" class="btn-link" context="{'search_default_team_ids': name}"/>
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</div>
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</div>
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</setting>
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</div>
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<h2>Self-Service</h2>
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<div class="row mt16 o_settings_container" id="self-Service">
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<setting help="Allow your customers to close their own tickets" documentation="/applications/services/helpdesk/advanced/close_tickets.html">
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<field name="allow_portal_ticket_closing"/>
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</setting>
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<setting help="Close inactive tickets automatically">
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<field name="auto_close_ticket"/>
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<div class="content-group" invisible="not auto_close_ticket">
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<field name="stage_ids" invisible="1"/>
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<div class="mt16">
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<label for="to_stage_id"/>
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<field name="to_stage_id" class="ms-2 oe_inline" required="auto_close_ticket" context="{'default_team_id': id}"/>
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</div>
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<div class="mt8">
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<strong>After</strong><field name="auto_close_day" class="mx-2 oe_inline text-center" required="1"/><span>days of inactivity</span>
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</div>
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<div class="mt8">
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<label for="from_stage_ids"/>
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<field name="from_stage_ids" widget="many2many_tags" class="ms-2" context="{'default_team_id': id}"/>
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</div>
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</div>
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</setting>
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</div>
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<h2>After-Sales <a href="https://www.odoo.com/documentation/17.0/applications/services/helpdesk/advanced/after_sales.html" title="Documentation" class="o_doc_link" target="_blank"></a></h2>
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<div class="row mt32 o_settings_container" id="after-sales">
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<setting help="Issue credits notes">
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<field name="use_credit_notes"/>
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</setting>
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<setting help="Grant discounts, free products or free shipping">
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<field name="use_coupons"/>
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</setting>
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<setting help="Return faulty products">
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<field name="use_product_returns"/>
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</setting>
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<setting help="Send broken products for repair">
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<field name="use_product_repairs"/>
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</setting>
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<setting help="Plan onsite interventions">
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<field name="use_fsm"/>
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</setting>
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</div>
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</sheet>
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</form>
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</field>
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</record>
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<record id="helpdesk_team_view_search" model="ir.ui.view">
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<field name="name">helpdesk.team.search</field>
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<field name="model">helpdesk.team</field>
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<field name="arch" type="xml">
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<search string="Helpdesk Team Search">
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<field name="name"/>
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<field name="company_id" groups="base.group_multi_company"/>
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<separator/>
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<filter string="Archived" domain="[('active', '=', False)]" name="archived"/>
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<group expand="0" string="Group By">
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<filter string="Company" name="company" context="{'group_by': 'company_id'}" groups="base.group_multi_company"/>
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</group>
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</search>
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</field>
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</record>
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<record id="helpdesk_team_view_kanban" model="ir.ui.view" >
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<field name="name">helpdesk.team.dashboard</field>
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<field name="model">helpdesk.team</field>
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<field name="priority">200</field>
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<field name="arch" type="xml">
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<kanban class="o_kanban_dashboard"
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group_create="0" create="0" js_class="helpdesk_team_kanban_view" sample="1"
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action="action_view_ticket" type="object"
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>
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<field name="name"/>
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<field name="sequence" widget="handle"/>
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<field name="color"/>
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<field name="use_alias"/>
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<field name="alias_email"/>
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<field name="use_rating"/>
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<field name="use_sla"/>
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<field name="unassigned_tickets"/>
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<field name="ticket_closed"/>
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<field name="success_rate"/>
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<field name="urgent_ticket"/>
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<field name="open_ticket_count"/>
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<field name="sla_failed"/>
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<field name="rating_count"/>
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<field name="rating_avg" />
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<templates>
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<t t-name="kanban-menu">
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<div class="container">
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<div class="row">
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<div class="col-6 o_kanban_card_manage_section o_kanban_manage_view">
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<h5 role="menuitem" class="o_kanban_card_manage_title">
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<span>View</span>
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</h5>
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<div role="menuitem">
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<a name="action_view_ticket" type="object">Tickets</a>
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</div>
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</div>
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<div class="col-auto o_kanban_card_manage_section o_kanban_manage_reporting">
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<h5 role="menuitem" class="o_kanban_card_manage_title">
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<span>Reporting</span>
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</h5>
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<div role="menuitem" class="text-nowrap">
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<a name="%(helpdesk.helpdesk_ticket_analysis_dashboard_action)d" type="action" context="{'search_default_team_id': id}">Tickets Analysis</a>
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</div>
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<div role="menuitem" class="text-nowrap">
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<a name="%(helpdesk.helpdesk_sla_report_analysis_dashboard_action)d" type="action" context="{'search_default_team_id': id}">SLA Status Analysis</a>
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</div>
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</div>
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</div>
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<div t-if="widget.editable" class="o_kanban_card_manage_settings row">
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<div role="menuitem" aria-haspopup="true" class="col-8">
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<ul class="oe_kanban_colorpicker" data-field="color" role="menu"/>
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</div>
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<div role="menuitem" class="col-4">
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<a class="dropdown-item" role="menuitem" type="edit">Settings</a>
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</div>
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</div>
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</div>
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</t>
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<t t-name="kanban-box">
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<div t-attf-class="#{!selection_mode ? kanban_color(record.color.raw_value) : ''} oe_kanban_global_click">
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<span class="oe_kanban_color_help" t-attf-title="In #{kanban_getcolorname(record.color.raw_value)}" role="img" t-attf-aria-label="In #{kanban_getcolorname(record.color.raw_value)}"/>
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<div class="o_kanban_card_header">
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<div class="o_kanban_card_header_title">
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<div class="o_primary"><field name="display_name"/></div>
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<small t-if="record.use_alias.value and record.alias_email.value">
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<a t-att-href="'mailto:' + record.alias_email.value"><i class="fa fa-envelope-o" title="Domain alias" role="img" aria-label="Domain alias"></i>&nbsp; <t t-out="record.alias_email.value"/></a>
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</small>
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</div>
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</div>
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<div class="container o_kanban_card_content" t-if="!selection_mode">
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<div class="row">
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<div class="col o_kanban_primary_left">
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<button class="btn btn-primary o_helpdesk_ticket_btn" name="action_view_ticket" type="object" context="{'default_team_id': id}">Tickets</button>
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</div>
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<div class="col o_kanban_primary_right">
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<div class="mb4">
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<a name="action_view_closed_ticket" type="object" title="Number of tickets closed in the past 7 days." class="justify-content-between flex-nowrap d-inline-flex w-100">
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<span>Tickets Closed</span>
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<span class="ms-3">
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<field name="ticket_closed"/>
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</span>
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</a>
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</div>
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<div class="mb4" groups="helpdesk.group_use_sla" invisible="not use_sla or success_rate < 0.0">
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<a name="action_view_success_rate" type="object" title="Percentage of tickets whose SLAs have successfully been reached on time over the total number of tickets closed within the past 7 days." class="justify-content-between flex-nowrap d-inline-flex w-100">
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<span>SLA Success Rate</span>
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<span class="ms-3">
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<field name="success_rate"/> %
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</span>
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</a>
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</div>
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<div class="mb4" t-if="record.use_rating.raw_value and record.rating_count.raw_value > 0" groups="helpdesk.group_use_rating">
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<a name="action_view_customer_satisfaction" type="object" title="Average rating for the last 7 days" class="justify-content-between flex-nowrap d-inline-flex w-100">
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<span>Average Rating</span>
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<span class="ms-3">
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<b>
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<strong class="fa fa-fw mt4 fa-smile-o text-success fw-bolder" t-if="record.rating_avg.raw_value >= 3.66" title="Average Rating: Satisfied" role="img" aria-label="Happy face"/>
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<strong class="fa fa-fw mt4 fa-meh-o text-warning fw-bolder" t-elif="record.rating_avg.raw_value >= 2.33" title="Average Rating: Okay" role="img" aria-label="Neutral face"/>
|
|
<strong class="fa fa-fw mt4 fa-frown-o text-danger fw-bolder" t-else="" title="Average Rating: Dissatisfied" role="img" aria-label="Sad face"/>
|
|
</b>
|
|
<field name="rating_avg" nolabel="1" widget="float" digits="[1, 1]"/> / 5
|
|
</span>
|
|
</a>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
<div class="row pt-5">
|
|
<div class="col">
|
|
<a name="action_view_open_ticket" type="object" class="d-flex flex-column align-items-center">
|
|
<span class="fw-bold"><field name="open_ticket_count"/></span>
|
|
<span class="text-muted">Open</span>
|
|
</a>
|
|
</div>
|
|
<div class="col border-start">
|
|
<a name="%(helpdesk.helpdesk_ticket_action_unassigned)d" type="action" context="{'default_team_id': id}" class="d-flex flex-column align-items-center">
|
|
<span class="fw-bold"><field name="unassigned_tickets"/></span>
|
|
<span class="text-muted">Unassigned</span>
|
|
</a>
|
|
</div>
|
|
<div class="col border-start">
|
|
<a name="action_view_urgent" type="object" class="d-flex flex-column align-items-center">
|
|
<span class="fw-bold"><field name="urgent_ticket"/></span>
|
|
<span class="text-muted">Urgent</span>
|
|
</a>
|
|
</div>
|
|
<div class="col border-start" groups="helpdesk.group_use_sla" invisible="not use_sla">
|
|
<a name="action_view_sla_failed" type="object" class="d-flex flex-column align-items-center" title="Number of open tickets with at least one SLA failed.">
|
|
<span class="fw-bold"><field name="sla_failed"/></span>
|
|
<span class="text-muted">Failed</span>
|
|
</a>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
</t>
|
|
</templates>
|
|
</kanban>
|
|
</field>
|
|
</record>
|
|
|
|
<record id="helpdesk_team_kanban_view" model="ir.ui.view">
|
|
<field name="name">helpdesk.team.kanban.view</field>
|
|
<field name="model">helpdesk.team</field>
|
|
<field name="mode">primary</field>
|
|
<field name="inherit_id" ref="helpdesk.helpdesk_team_view_kanban"/>
|
|
<field name="arch" type="xml">
|
|
<xpath expr="//kanban" position="attributes">
|
|
<attribute name="js_class"></attribute>
|
|
<attribute name="create">1</attribute>
|
|
</xpath>
|
|
</field>
|
|
</record>
|
|
|
|
<record id="helpdesk_team_action" model="ir.actions.act_window">
|
|
<field name="name">Helpdesk Teams</field>
|
|
<field name="res_model">helpdesk.team</field>
|
|
<field name="view_mode">tree,form,kanban</field>
|
|
<field name="context">{'default_use_sla': True}</field>
|
|
<field name="help" type="html">
|
|
<p class="o_view_nocontent_smiling_face">
|
|
No teams found. Let's create one!
|
|
</p>
|
|
<p>
|
|
Create teams to organize your tickets by expertise or geographical region, and define a different workflow for each team.
|
|
</p>
|
|
</field>
|
|
</record>
|
|
|
|
<record id="helpdesk_team_action_tree" model="ir.actions.act_window.view">
|
|
<field name="sequence" eval="1"/>
|
|
<field name="view_mode">tree</field>
|
|
<field name="view_id" ref="helpdesk.helpdesk_team_view_tree"/>
|
|
<field name="act_window_id" ref="helpdesk_team_action"/>
|
|
</record>
|
|
|
|
<record id="helpdesk_team_action_kanban" model="ir.actions.act_window.view">
|
|
<field name="sequence" eval="3"/>
|
|
<field name="view_mode">kanban</field>
|
|
<field name="view_id" ref="helpdesk.helpdesk_team_kanban_view"/>
|
|
<field name="act_window_id" ref="helpdesk_team_action"/>
|
|
</record>
|
|
|
|
<record id="helpdesk_team_dashboard_action_main" model="ir.actions.act_window">
|
|
<field name="name">Helpdesk Overview</field>
|
|
<field name="res_model">helpdesk.team</field>
|
|
<field name="view_mode">kanban,form</field>
|
|
<field name="context">{}</field>
|
|
<field name="view_id" ref="helpdesk.helpdesk_team_view_kanban"/>
|
|
<field name="help" type="html">
|
|
<p class="o_view_nocontent_smiling_face">
|
|
No teams found
|
|
</p>
|
|
<p>
|
|
Create teams to organize your tickets by expertise or geographical region, and define a different workflow for each team.
|
|
</p>
|
|
</field>
|
|
</record>
|
|
|
|
<record id="helpdesk_team_view_kanban_mobile" model="ir.ui.view">
|
|
<field name="name">helpdesk.team.view.kanban.mobile</field>
|
|
<field name="model">helpdesk.team</field>
|
|
<field name="arch" type="xml">
|
|
<kanban class="o_kanban_mobile" sample="1">
|
|
<templates>
|
|
<t t-name="kanban-box">
|
|
<div t-attf-class="oe_kanban_content oe_kanban_global_click">
|
|
<div class="row">
|
|
<div class="col-6">
|
|
<strong><field name="name"/></strong>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
</t>
|
|
</templates>
|
|
</kanban>
|
|
</field>
|
|
</record>
|
|
</odoo>
|