whatsapp_web_groups/helpdesk_extras/models/helpdesk_ticket.py

# -*- coding: utf-8 -*-
# Part of Odoo. See LICENSE file for full copyright and licensing details.

from odoo import api, fields, models


class HelpdeskTicket(models.Model):
    _inherit = 'helpdesk.ticket'

    request_type_id = fields.Many2one(
        'helpdesk.request.type',
        string='Request Type',
        required=True,
        tracking=True,
        help="Type of ticket (e.g., Incident, Improvement)",
        default=lambda self: self._default_request_type_id()
    )
    request_type_code = fields.Char(
        related='request_type_id.code',
        string='Request Type Code',
        store=True,
        readonly=True,
        help="Code of the request type for conditional logic"
    )
    affected_module_id = fields.Many2one(
        'ir.module.module',
        string='Affected Module',
        required=False,  # Not required at DB level to allow null if module is uninstalled
        domain=[('state', '=', 'installed'), ('application', '=', True)],
        ondelete='set null',
        help="Odoo module where the issue or improvement occurs"
    )
    business_impact = fields.Selection(
        [
            ('0', 'Critical'),
            ('1', 'High'),
            ('2', 'Normal'),
        ],
        string='Business Impact',
        default='2',
        tracking=True,
        help="Urgency reported by the client"
    )
    reproduce_steps = fields.Html(
        string='Steps to Reproduce',
        help="Detailed steps to reproduce the issue (only for Incidents)"
    )
    business_goal = fields.Html(
        string='Business Goal',
        help="Business objective for this improvement (only for Improvements)"
    )
    client_authorization = fields.Boolean(
        string='Client Authorization',
        default=False,
        help="Checkbox from web form indicating client authorization"
    )
    estimated_hours = fields.Float(
        string='Estimated Hours',
        help="Hours quoted after analysis"
    )
    approval_status = fields.Selection(
        [
            ('draft', 'N/A'),
            ('waiting', 'Waiting for Approval'),
            ('approved', 'Approved'),
            ('rejected', 'Rejected'),
        ],
        string='Approval Status',
        default='draft',
        tracking=True,
        help="Status of the approval workflow"
    )
    has_template = fields.Boolean(
        string='Has Template',
        compute='_compute_has_template',
        help="Indicates if the team has a template assigned"
    )
    attachment_ids = fields.One2many(
        'ir.attachment',
        'res_id',
        string='Attachments',
        domain=[('res_model', '=', 'helpdesk.ticket')],
        help="Files attached to this ticket"
    )

    @api.depends('team_id.template_id')
    def _compute_has_template(self):
        """Compute if team has a template"""
        for ticket in self:
            ticket.has_template = bool(ticket.team_id and ticket.team_id.template_id)

    @api.model
    def _default_request_type_id(self):
        """Default to 'Incident' type if available"""
        incident_type = self.env.ref(
            'helpdesk_extras.type_incident',
            raise_if_not_found=False
        )
        return incident_type.id if incident_type else False

    def _get_template_fields(self):
        """Get template fields for this ticket's team"""
        self.ensure_one()
        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]