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
from odoo.exceptions import ValidationError


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(
        'helpdesk.affected.module',
        string=_('Affected Module'),
        required=False,
        domain=[('active', '=', True)],
        help=_("Odoo module where the issue or improvement occurs")
    )
    affected_user_email = fields.Char(
        string=_('Affected User Email'),
        tracking=True,
        help=_("Email address of the affected user (from another Odoo instance or external)")
    )
    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")
    )
    customer_approval_status = fields.Selection(
        [
            ('pending', _('Pending Approval')),
            ('approved', _('Approved')),
            ('rejected', _('Rejected')),
        ],
        string=_('Customer Approval'),
        default='pending',
        tracking=True,
        help=_("Customer approval status for stages that require it")
    )
    customer_rejection_reason = fields.Text(
        string=_('Customer Rejection Reason'),
        help=_("Reason provided by customer for rejecting the ticket")
    )
    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.workflow_template_id', 'team_id.workflow_template_id.field_ids')
    def _compute_has_template(self):
        """Compute if team has form fields configured in workflow template"""
        for ticket in self:
            ticket.has_template = bool(
                ticket.team_id and 
                ticket.team_id.workflow_template_id and 
                ticket.team_id.workflow_template_id.field_ids
            )

    @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 form fields for this ticket's team"""
        self.ensure_one()
        if not self.team_id or not self.team_id.workflow_template_id:
            return self.env['helpdesk.workflow.template.field']
        return self.team_id.workflow_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)
        """
        priority = self._compute_priority_from_impact()
        if priority is not None:
            self.priority = priority

    def _compute_priority_from_impact(self, request_type_id=None, business_impact=None):
        """
        Helper method to compute priority from request type and business impact.
        Can be used by onchange, create, and write methods.
        Returns the priority string or None if not applicable.
        """
        # Use provided values or instance values
        if request_type_id is None:
            request_type = self.request_type_id
        else:
            request_type = self.env['helpdesk.request.type'].browse(request_type_id) if isinstance(request_type_id, int) else request_type_id
        
        if business_impact is None:
            business_impact = self.business_impact
        
        if not request_type or not business_impact:
            return None
        
        type_code = request_type.code if hasattr(request_type, 'code') else ''
        if not type_code:
            return None
        
        # 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
            ('incident', '0'): '3',  # Incident + Critical = Urgent
            ('incident', '1'): '2',  # Incident + High = High
            ('incident', '2'): '1',  # Incident + Normal = Normal
            # Improvements have standard mapping
            ('improvement', '0'): '2',  # Improvement + Critical = High
            ('improvement', '1'): '1',  # Improvement + High = Normal
            ('improvement', '2'): '0',  # Improvement + Normal = Low
        }
        
        key = (type_code, business_impact)
        return priority_map.get(key)

    @api.model_create_multi
    def create(self, vals_list):
        """Override create to auto-calculate priority for website form submissions."""
        for vals in vals_list:
            # Only calculate if priority not explicitly set and we have both fields
            if 'priority' not in vals or vals.get('priority') == '0':
                request_type_id = vals.get('request_type_id')
                business_impact = vals.get('business_impact')
                if request_type_id and business_impact:
                    priority = self._compute_priority_from_impact(request_type_id, business_impact)
                    if priority is not None:
                        vals['priority'] = priority
        return super().create(vals_list)

    def write(self, vals):
        """Override write to recalculate priority and validate customer approval."""
        # Validar aprobación del cliente antes de cambiar de etapa
        if 'stage_id' in vals:
            for ticket in self:
                # Si la etapa actual requiere aprobación del cliente
                if ticket.stage_id and ticket.stage_id.requires_customer_approval:
                    # Verificar que el ticket esté aprobado antes de permitir el cambio
                    if ticket.customer_approval_status != 'approved':
                        # Validation message
                        raise ValidationError(_(
                            "Cannot move ticket to next stage. Customer approval required.\n"
                            "Current approval status: %s"
                        ) % dict(ticket._fields['customer_approval_status'].selection).get(ticket.customer_approval_status))
        
        result = super().write(vals)
        
        # Resetear estado de aprobación al entrar a una nueva etapa que requiere aprobación
        if 'stage_id' in vals:
            for ticket in self:
                if ticket.stage_id and ticket.stage_id.requires_customer_approval:
                    # Si el ticket acaba de entrar a una etapa que requiere aprobación,
                    # resetear el estado a 'pending' (a menos que ya esté aprobado desde antes)
                    if ticket.customer_approval_status == 'approved':
                        # Mantener aprobado si ya lo estaba
                        pass
                    else:
                        # Resetear a pending para la nueva etapa
                        super(HelpdeskTicket, ticket).write({
                            'customer_approval_status': 'pending',
                            'customer_rejection_reason': False,
                        })
        
        # If either field was updated, recalculate priority for affected records
        if 'request_type_id' in vals or 'business_impact' in vals:
            for record in self:
                priority = record._compute_priority_from_impact()
                if priority is not None and record.priority != priority:
                    # Use super().write to avoid recursion
                    super(HelpdeskTicket, record).write({'priority': priority})
        return result