feat(helpdesk): auto-calculate priority based on request type and business impact

helpdesk_extras/models/helpdesk_ticket.py

@@ -104,3 +104,44 @@ class HelpdeskTicket(models.Model):
         if not self.team_id or not self.team_id.template_id:
             return self.env['helpdesk.template.field']
         return self.team_id.template_id.field_ids.sorted('sequence')
+
+    @api.onchange('request_type_id', 'business_impact')
+    def _onchange_compute_priority(self):
+        """
+        Auto-calculate priority based on request type and business impact.
+        Only applies when both fields have values.
+        
+        Mapping:
+        - Incident + Critical = 3 (Urgent)
+        - Incident + High = 2 (High)
+        - Incident + Normal = 1 (Normal)
+        - Improvement + Critical = 2 (High)
+        - Improvement + High = 1 (Normal)
+        - Improvement + Normal = 0 (Low)
+        """
+        if not self.request_type_id or not self.business_impact:
+            return
+        
+        # Determine if it's an incident (code 'INC') or improvement
+        is_incident = self.request_type_id.code == 'INC'
+        
+        # Priority mapping based on business_impact
+        # business_impact: '0' = Critical, '1' = High, '2' = Normal
+        # priority: '0' = Low, '1' = Normal, '2' = High, '3' = Urgent
+        priority_map = {
+            # Incidents get +1 priority boost
+            ('INC', '0'): '3',  # Incident + Critical = Urgent
+            ('INC', '1'): '2',  # Incident + High = High
+            ('INC', '2'): '1',  # Incident + Normal = Normal
+            # Improvements have standard mapping
+            ('IMP', '0'): '2',  # Improvement + Critical = High
+            ('IMP', '1'): '1',  # Improvement + High = Normal
+            ('IMP', '2'): '0',  # Improvement + Normal = Low
+        }
+        
+        type_code = self.request_type_id.code or ''
+        key = (type_code, self.business_impact)
+        
+        if key in priority_map:
+            self.priority = priority_map[key]
+