Helpdesk Module¶

Ticket management with Field Service integration for after-service (A/S) workflows.

Module Overview¶

Module	Technical Name	Version	Description
Helpdesk	`helpdesk`	1.4	Base ticket management, SLA, ratings
Website Helpdesk Form	`website_helpdesk_form`	15.0.1.0.0	Public website form for ticket submission
Helpdesk FSM	`jdx_helpdesk_fsm`	15.0.1.0.0	Create A/S orders from tickets

Helpdesk Base Module¶

Field	Value
Technical Name	`helpdesk`
Version	1.4
Category	Services/Helpdesk
Dependencies	`base_setup`, `mail`, `utm`, `rating`, `web_tour`, `web_cohort`, `resource`, `portal`, `digest`

Features¶

Ticket Management - Process tickets through stages
Priority & Types - Categorize and prioritize tickets
Team Assignment - Create teams with automatic assignment
Mail Alias - Auto-create tickets from email
SLA Tracking - Service level agreement deadlines
Customer Ratings - Feedback collection
Portal Access - Customer self-service
Dashboard & Reports - Kanban, pivot analysis

Ticket Stages¶

Default stages:

Stage	Type	Description
New	Open	Newly created ticket
In Progress	Open	Being worked on
On Hold	Open	Waiting for customer
Solved	Closed	Resolution provided
Cancelled	Closed	Ticket cancelled

Website Helpdesk Form Module¶

Field	Value
Technical Name	`website_helpdesk_form`
Version	15.0.1.0.0
Category	Website
Dependencies	`helpdesk`, `website`

Features¶

Public Website Form - Submit tickets without login
Full Address Capture - Street, city, state, ZIP fields
Partner Integration - Auto-creates/updates res.partner with address
File Attachments - Upload images, PDFs, videos
reCAPTCHA v3 - Invisible spam protection
Rate Limiting - Prevent abuse (IP-based)
Ticket Type Selection - Dropdown from helpdesk.ticket.type

Form Fields¶

Field	Required	Odoo Field
Name	Yes	`partner_name` / `res.partner.name`
Email	Yes	`partner_email` / `res.partner.email`
Phone	Yes	`partner_phone` / `res.partner.phone`
Subject	Yes	`name` (ticket subject)
Issue Type	No	`ticket_type_id`
Description	Yes	`description`
Street Address	Yes	`res.partner.street`
Apt/Suite/Unit	No	`res.partner.street2`
City	Yes	`res.partner.city`
State	Yes	`res.partner.state_id`
ZIP Code	Yes	`res.partner.zip`
Attachments	No	`ir.attachment` linked to ticket

Processing Flow¶

flowchart TD
    A[Customer submits form] --> B[Validate reCAPTCHA]
    B --> C[Validate required fields]
    C --> D{Partner exists?}
    D -->|Yes| E[Update partner address if missing]
    D -->|No| F[Create new partner with address]
    E --> G[Create helpdesk.ticket]
    F --> G
    G --> H[Link partner_id to ticket]
    H --> I[Upload attachments to ir.attachment]
    I --> J[Return ticket ID to customer]

Landing Page Integration¶

The landing page (/helpdesk) uses this module's patterns but submits via REST API:

Form at http://localhost:8001/helpdesk
API at POST /api/helpdesk
Creates partner and ticket via Odoo REST API
See Landing Page Forms API for details

Configuration¶

Set HELPDESK_TEAM_ID in landing page environment
Configure ticket types in Helpdesk > Configuration > Ticket Types
Set reCAPTCHA keys in environment variables

FSM Integration Module¶

Field	Value
Technical Name	`jdx_helpdesk_fsm`
Version	15.0.1.0.0
Category	Services/Helpdesk
Dependencies	`helpdesk`, `fieldservice`, `jdx_service_signature`, `sale`

Features¶

Create A/S Order - Button on ticket to create FSM order
Wizard - Search customer sale orders, set scheduling
Attachment Copy - Ticket attachments copied to FSM order
Smart Button - View linked FSM orders from ticket
Auto-Resolution - Daily cron resolves tickets when FSM signed
Completion Email - Auto-send completion report

A/S Workflow¶

flowchart TD
    A[Customer Support Ticket] --> B[Create A/S Order Button]
    B --> C[Wizard: Select Schedule/Worker]
    C --> D[FSM Order Created]
    D --> E[Ticket moves to 'In Progress']
    E --> F[Technician completes FSM]
    F --> G[Signature captured]
    G --> H[Daily Cron]
    H --> I[Ticket auto-resolved]
    I --> J[Completion email sent]

Data Models¶

Helpdesk Ticket Extension (helpdesk.ticket)¶

Fields added by jdx_helpdesk_fsm:

Field	Type	Description
`fsm_order_ids`	One2many	Linked FSM orders
`fsm_order_count`	Integer	Number of A/S orders
`has_signed_fsm_order`	Boolean	Any linked FSM is signed
`is_stage_closed`	Boolean	Related to stage.is_close
`partner_address`	Text (computed)	Customer full address

Create A/S Order Wizard¶

Field	Type	Description
`ticket_id`	Many2one	Source ticket
`partner_id`	Many2one	Customer (from ticket)
`description`	Html	A/S order description
`scheduled_date`	Datetime	Optional scheduling
`fsm_team_id`	Many2one	FSM team
`fsm_person_id`	Many2one	Assigned worker
`sale_order_html`	Html	Customer's sale orders

Actions¶

Ticket Actions¶

Action	Description
`action_create_as_order`	Open wizard to create A/S order
`action_view_fsm_orders`	View linked FSM orders

Wizard Actions¶

Action	Description
`action_create_as_order`	Create FSM order and link to ticket

Automated Processing¶

Daily Cron: FSM Signature Sync¶

Runs daily to process completed A/S orders:

Find tickets with signed FSM orders
Move ticket to "Solved" stage
Post chatter notification
Send completion report email

# Cron: _cron_sync_fsm_signature_completion
# Finds: tickets with stage_id.is_close = False
#        AND fsm_order_ids.x_signature_state = 'signed'
# Actions: Set stage to 'Solved', post message, send email

Configuration¶

Team Setup¶

Navigate to Helpdesk > Configuration > Teams:

Create team with members
Set email alias (optional)
Configure assignment method
Enable SLA policies

Stage Setup¶

Navigate to Helpdesk > Configuration > Stages:

Stage	Is Closed	Description
New	No	Initial stage
In Progress	No	Work started
On Hold	No	Waiting
Solved	Yes	Resolution provided
Cancelled	Yes	Not resolved

FSM Order Type¶

Ensure A/S order type exists:

# In Odoo shell
env['fsm.order.type'].search([('name', '=', 'A/S')])
# Or create if missing:
env['fsm.order.type'].create({'name': 'A/S'})

Usage¶

Creating A/S Order from Ticket¶

Open helpdesk ticket
Click Create A/S Order button (only on open stages)
In wizard:
Review customer info
View related sale orders
Edit description if needed
Optionally set scheduled date and worker
Click Create A/S Order
Ticket moves to "In Progress"
FSM order opens in new view

Viewing Linked A/S Orders¶

Open ticket
Click A/S Orders smart button
View linked FSM orders
If single order, opens form directly

Module Structure¶

helpdesk¶

helpdesk/
├── __manifest__.py
├── models/
│   └── helpdesk.py
├── views/
│   ├── helpdesk_views.xml
│   ├── helpdesk_team_views.xml
│   ├── helpdesk_portal_templates.xml
│   └── rating_views.xml
├── security/
│   ├── helpdesk_security.xml
│   └── ir.model.access.csv
├── data/
│   ├── helpdesk_data.xml
│   ├── mail_template_data.xml
│   └── ir_cron_data.xml
├── report/
│   ├── helpdesk_ticket_analysis_views.xml
│   └── helpdesk_sla_report_analysis_views.xml
├── wizard/
│   └── assign_ticket_wizard_views.xml
└── static/
    └── src/
        ├── js/
        ├── scss/
        └── xml/

jdx_helpdesk_fsm¶

jdx_helpdesk_fsm/
├── __manifest__.py
├── __init__.py
├── models/
│   ├── __init__.py
│   ├── helpdesk_ticket.py    # Ticket extension
│   └── fsm_order.py          # FSM order extension
├── wizard/
│   ├── __init__.py
│   └── create_as_order.py    # Create A/S wizard
├── views/
│   ├── helpdesk_ticket_views.xml
│   └── fsm_order_views.xml
├── security/
│   └── ir.model.access.csv
└── data/
    └── cron.xml              # Daily sync cron

Installation¶

# Install helpdesk base
docker compose exec odoo odoo -i helpdesk --stop-after-init -d DATABASE_NAME

# Install FSM integration
docker compose exec odoo odoo -i jdx_helpdesk_fsm --stop-after-init -d DATABASE_NAME

# Or install all together
docker compose exec odoo odoo -i helpdesk,jdx_helpdesk_fsm --stop-after-init -d DATABASE_NAME

Troubleshooting¶

Create A/S Button Not Visible¶

Verify ticket is on open stage (not closed)
Check jdx_helpdesk_fsm module is installed
Upgrade module: -u jdx_helpdesk_fsm

Ticket Not Auto-Resolving¶

Verify FSM order signature state is 'signed'
Check ticket stage is not already closed
Verify 'Solved' stage exists with is_close=True
Check cron job is enabled and running

No Sale Orders in Wizard¶

Verify customer is linked to ticket
Check sale orders exist for customer
Verify search by email/phone is matching

Attachments Not Copying¶

Check source ticket has attachments
Verify ir.attachment model access
Check Odoo logs for errors

Field Service - FSM orders and locations
Service Signature - Signature capture on FSM
JustCall SMS - SMS notifications to customers

Helpdesk Module¶

Module Overview¶

Helpdesk Base Module¶

Features¶

Ticket Stages¶

Website Helpdesk Form Module¶

Features¶

Form Fields¶

Processing Flow¶

Landing Page Integration¶

Configuration¶

FSM Integration Module¶

Features¶

A/S Workflow¶

Data Models¶

Helpdesk Ticket Extension (helpdesk.ticket)¶

Create A/S Order Wizard¶

Actions¶

Ticket Actions¶

Wizard Actions¶

Automated Processing¶

Daily Cron: FSM Signature Sync¶

Configuration¶

Team Setup¶

Stage Setup¶

FSM Order Type¶

Usage¶

Creating A/S Order from Ticket¶

Viewing Linked A/S Orders¶

Module Structure¶

helpdesk¶

jdx_helpdesk_fsm¶

Installation¶

Troubleshooting¶

Create A/S Button Not Visible¶

Ticket Not Auto-Resolving¶

No Sale Orders in Wizard¶

Attachments Not Copying¶

Related Modules¶