whatsapp_web_groups/helpdesk_extras/data/helpdesk_workflow_template_data.xml

<?xml version="1.0" encoding="utf-8"?>
<odoo noupdate="1">
    
    <!-- Basic Support Workflow Template -->
    <record id="workflow_template_basic_support" model="helpdesk.workflow.template">
        <field name="name">Basic Support</field>
        <field name="description">Simple workflow with 3 stages: New, In Progress, and Solved. Includes basic SLA policies for response and resolution times.</field>
        <field name="active">True</field>
        <field name="stage_template_ids" eval="[]"/>
        <field name="sla_template_ids" eval="[]"/>
    </record>

    <!-- Premium Support Workflow Template -->
    <record id="workflow_template_premium_support" model="helpdesk.workflow.template">
        <field name="name">Premium Support</field>
        <field name="description">Enhanced workflow with 4 stages including On Hold. Faster SLA policies for premium customers.</field>
        <field name="active">True</field>
        <field name="stage_template_ids" eval="[]"/>
        <field name="sla_template_ids" eval="[]"/>
    </record>

    <!-- Development Workflow Template -->
    <record id="workflow_template_development" model="helpdesk.workflow.template">
        <field name="name">Development</field>
        <field name="description">Workflow for development teams with stages: New, Analysis, In Progress, Testing, and Done. Includes SLA policies by priority.</field>
        <field name="active">True</field>
        <field name="stage_template_ids" eval="[]"/>
        <field name="sla_template_ids" eval="[]"/>
    </record>

    <!-- Stage Template References for Basic Support -->
    <record id="stage_template_new" model="helpdesk.workflow.template.stage">
        <field name="template_id" ref="workflow_template_basic_support"/>
        <field name="name">New</field>
        <field name="sequence">0</field>
        <field name="fold">False</field>
        <field name="legend_blocked">Blocked</field>
        <field name="legend_done">Ready</field>
        <field name="legend_normal">In Progress</field>
    </record>
    <record id="stage_template_in_progress" model="helpdesk.workflow.template.stage">
        <field name="template_id" ref="workflow_template_basic_support"/>
        <field name="name">In Progress</field>
        <field name="sequence">1</field>
        <field name="fold">False</field>
        <field name="legend_blocked">Blocked</field>
        <field name="legend_done">Ready</field>
        <field name="legend_normal">In Progress</field>
    </record>
    <record id="stage_template_solved" model="helpdesk.workflow.template.stage">
        <field name="template_id" ref="workflow_template_basic_support"/>
        <field name="name">Solved</field>
        <field name="sequence">2</field>
        <field name="fold">True</field>
        <field name="legend_blocked">Blocked</field>
        <field name="legend_done">Ready</field>
        <field name="legend_normal">In Progress</field>
    </record>

    <!-- Stage Template References for Premium Support -->
    <record id="stage_template_new_premium" model="helpdesk.workflow.template.stage">
        <field name="template_id" ref="workflow_template_premium_support"/>
        <field name="name">New</field>
        <field name="sequence">0</field>
        <field name="fold">False</field>
        <field name="legend_blocked">Blocked</field>
        <field name="legend_done">Ready</field>
        <field name="legend_normal">In Progress</field>
    </record>
    <record id="stage_template_in_progress_premium" model="helpdesk.workflow.template.stage">
        <field name="template_id" ref="workflow_template_premium_support"/>
        <field name="name">In Progress</field>
        <field name="sequence">1</field>
        <field name="fold">False</field>
        <field name="legend_blocked">Blocked</field>
        <field name="legend_done">Ready</field>
        <field name="legend_normal">In Progress</field>
    </record>
    <record id="stage_template_on_hold_premium" model="helpdesk.workflow.template.stage">
        <field name="template_id" ref="workflow_template_premium_support"/>
        <field name="name">On Hold</field>
        <field name="sequence">2</field>
        <field name="fold">False</field>
        <field name="legend_blocked">Blocked</field>
        <field name="legend_done">Ready</field>
        <field name="legend_normal">In Progress</field>
    </record>
    <record id="stage_template_solved_premium" model="helpdesk.workflow.template.stage">
        <field name="template_id" ref="workflow_template_premium_support"/>
        <field name="name">Solved</field>
        <field name="sequence">3</field>
        <field name="fold">True</field>
        <field name="legend_blocked">Blocked</field>
        <field name="legend_done">Ready</field>
        <field name="legend_normal">In Progress</field>
    </record>

    <!-- Stage Template References for Development -->
    <record id="stage_template_new_dev" model="helpdesk.workflow.template.stage">
        <field name="template_id" ref="workflow_template_development"/>
        <field name="name">New</field>
        <field name="sequence">0</field>
        <field name="fold">False</field>
        <field name="legend_blocked">Blocked</field>
        <field name="legend_done">Ready</field>
        <field name="legend_normal">In Progress</field>
    </record>
    <record id="stage_template_analysis" model="helpdesk.workflow.template.stage">
        <field name="template_id" ref="workflow_template_development"/>
        <field name="name">Analysis</field>
        <field name="sequence">1</field>
        <field name="fold">False</field>
        <field name="legend_blocked">Blocked</field>
        <field name="legend_done">Ready</field>
        <field name="legend_normal">In Progress</field>
    </record>
    <record id="stage_template_in_progress_dev" model="helpdesk.workflow.template.stage">
        <field name="template_id" ref="workflow_template_development"/>
        <field name="name">In Progress</field>
        <field name="sequence">2</field>
        <field name="fold">False</field>
        <field name="legend_blocked">Blocked</field>
        <field name="legend_done">Ready</field>
        <field name="legend_normal">In Progress</field>
    </record>
    <record id="stage_template_testing" model="helpdesk.workflow.template.stage">
        <field name="template_id" ref="workflow_template_development"/>
        <field name="name">Testing</field>
        <field name="sequence">3</field>
        <field name="fold">False</field>
        <field name="legend_blocked">Blocked</field>
        <field name="legend_done">Ready</field>
        <field name="legend_normal">In Progress</field>
    </record>
    <record id="stage_template_done" model="helpdesk.workflow.template.stage">
        <field name="template_id" ref="workflow_template_development"/>
        <field name="name">Done</field>
        <field name="sequence">4</field>
        <field name="fold">True</field>
        <field name="legend_blocked">Blocked</field>
        <field name="legend_done">Ready</field>
        <field name="legend_normal">In Progress</field>
    </record>

    <!-- SLA Templates for Basic Support -->
    <record id="sla_template_basic_response" model="helpdesk.workflow.template.sla">
        <field name="template_id" ref="workflow_template_basic_support"/>
        <field name="name">Response Time - Normal Priority</field>
        <field name="sequence">10</field>
        <field name="stage_template_id" ref="stage_template_in_progress"/>
        <field name="time">4.0</field>
        <field name="priority">1</field>
        <field name="description">&lt;p&gt;Tickets should be responded to within 4 working hours&lt;/p&gt;</field>
    </record>
    <record id="sla_template_basic_resolution" model="helpdesk.workflow.template.sla">
        <field name="template_id" ref="workflow_template_basic_support"/>
        <field name="name">Resolution Time - Normal Priority</field>
        <field name="sequence">20</field>
        <field name="stage_template_id" ref="stage_template_solved"/>
        <field name="time">24.0</field>
        <field name="priority">1</field>
        <field name="description">&lt;p&gt;Tickets should be resolved within 24 working hours&lt;/p&gt;</field>
    </record>

    <!-- SLA Templates for Premium Support -->
    <record id="sla_template_premium_response_normal" model="helpdesk.workflow.template.sla">
        <field name="template_id" ref="workflow_template_premium_support"/>
        <field name="name">Response Time - Normal Priority</field>
        <field name="sequence">10</field>
        <field name="stage_template_id" ref="stage_template_in_progress_premium"/>
        <field name="time">2.0</field>
        <field name="priority">1</field>
        <field name="description">&lt;p&gt;Premium tickets should be responded to within 2 working hours&lt;/p&gt;</field>
        <field name="exclude_stage_template_ids" eval="[(4, ref('stage_template_on_hold_premium'))]"/>
    </record>
    <record id="sla_template_premium_resolution_normal" model="helpdesk.workflow.template.sla">
        <field name="template_id" ref="workflow_template_premium_support"/>
        <field name="name">Resolution Time - Normal Priority</field>
        <field name="sequence">20</field>
        <field name="stage_template_id" ref="stage_template_solved_premium"/>
        <field name="time">8.0</field>
        <field name="priority">1</field>
        <field name="description">&lt;p&gt;Premium tickets should be resolved within 8 working hours&lt;/p&gt;</field>
        <field name="exclude_stage_template_ids" eval="[(4, ref('stage_template_on_hold_premium'))]"/>
    </record>
    <record id="sla_template_premium_response_high" model="helpdesk.workflow.template.sla">
        <field name="template_id" ref="workflow_template_premium_support"/>
        <field name="name">Response Time - High Priority</field>
        <field name="sequence">30</field>
        <field name="stage_template_id" ref="stage_template_in_progress_premium"/>
        <field name="time">1.0</field>
        <field name="priority">2</field>
        <field name="description">&lt;p&gt;High priority premium tickets should be responded to within 1 working hour&lt;/p&gt;</field>
        <field name="exclude_stage_template_ids" eval="[(4, ref('stage_template_on_hold_premium'))]"/>
    </record>
    <record id="sla_template_premium_resolution_high" model="helpdesk.workflow.template.sla">
        <field name="template_id" ref="workflow_template_premium_support"/>
        <field name="name">Resolution Time - High Priority</field>
        <field name="sequence">40</field>
        <field name="stage_template_id" ref="stage_template_solved_premium"/>
        <field name="time">4.0</field>
        <field name="priority">2</field>
        <field name="description">&lt;p&gt;High priority premium tickets should be resolved within 4 working hours&lt;/p&gt;</field>
        <field name="exclude_stage_template_ids" eval="[(4, ref('stage_template_on_hold_premium'))]"/>
    </record>

    <!-- SLA Templates for Development -->
    <record id="sla_template_dev_analysis_normal" model="helpdesk.workflow.template.sla">
        <field name="template_id" ref="workflow_template_development"/>
        <field name="name">Analysis Time - Normal Priority</field>
        <field name="sequence">10</field>
        <field name="stage_template_id" ref="stage_template_analysis"/>
        <field name="time">8.0</field>
        <field name="priority">1</field>
        <field name="description">&lt;p&gt;Normal priority tickets should be analyzed within 8 working hours&lt;/p&gt;</field>
    </record>
    <record id="sla_template_dev_completion_normal" model="helpdesk.workflow.template.sla">
        <field name="template_id" ref="workflow_template_development"/>
        <field name="name">Completion Time - Normal Priority</field>
        <field name="sequence">20</field>
        <field name="stage_template_id" ref="stage_template_done"/>
        <field name="time">40.0</field>
        <field name="priority">1</field>
        <field name="description">&lt;p&gt;Normal priority tickets should be completed within 40 working hours&lt;/p&gt;</field>
    </record>
    <record id="sla_template_dev_analysis_high" model="helpdesk.workflow.template.sla">
        <field name="template_id" ref="workflow_template_development"/>
        <field name="name">Analysis Time - High Priority</field>
        <field name="sequence">30</field>
        <field name="stage_template_id" ref="stage_template_analysis"/>
        <field name="time">4.0</field>
        <field name="priority">2</field>
        <field name="description">&lt;p&gt;High priority tickets should be analyzed within 4 working hours&lt;/p&gt;</field>
    </record>
    <record id="sla_template_dev_completion_high" model="helpdesk.workflow.template.sla">
        <field name="template_id" ref="workflow_template_development"/>
        <field name="name">Completion Time - High Priority</field>
        <field name="sequence">40</field>
        <field name="stage_template_id" ref="stage_template_done"/>
        <field name="time">16.0</field>
        <field name="priority">2</field>
        <field name="description">&lt;p&gt;High priority tickets should be completed within 16 working hours&lt;/p&gt;</field>
    </record>
    <record id="sla_template_dev_analysis_urgent" model="helpdesk.workflow.template.sla">
        <field name="template_id" ref="workflow_template_development"/>
        <field name="name">Analysis Time - Urgent Priority</field>
        <field name="sequence">50</field>
        <field name="stage_template_id" ref="stage_template_analysis"/>
        <field name="time">2.0</field>
        <field name="priority">3</field>
        <field name="description">&lt;p&gt;Urgent tickets should be analyzed within 2 working hours&lt;/p&gt;</field>
    </record>
    <record id="sla_template_dev_completion_urgent" model="helpdesk.workflow.template.sla">
        <field name="template_id" ref="workflow_template_development"/>
        <field name="name">Completion Time - Urgent Priority</field>
        <field name="sequence">60</field>
        <field name="stage_template_id" ref="stage_template_done"/>
        <field name="time">8.0</field>
        <field name="priority">3</field>
        <field name="description">&lt;p&gt;Urgent tickets should be completed within 8 working hours&lt;/p&gt;</field>
    </record>

</odoo>