odoo-addon-helpdesk-mgmt-assign-method 16.0.1.0.0.4

Helpdesk Assign Method

Helpdesk Mgmt Assign Method

This module adds advanced ticket assignment methods to Odoo Helpdesk teams. You can configure each team to assign tickets manually, randomly, balanced (least open tickets), or sequentially (round-robin). Automatic assignment only works if users are assigned to the team. The responsible user is set automatically when creating or updating tickets, improving workflow and team efficiency.

Table of contents

• Usage

• Bug Tracker

• Credits

  • Authors

  • Contributors

  • Maintainers

Usage

1. Go to Helpdesk > Teams and select or create a team.

2. In the team form, choose the Assignment Method: Manual, Randomly, Balanced, or Sequential.

3. Add users to the team (required for automatic assignment).

4. Save the team.

When creating a new ticket (from Kanban or form view):

• Select the team for the ticket.

• The responsible user will be automatically assigned based on the team’s assignment method:

  • Manual: No automatic assignment; you must select the user manually.

  • Randomly: The ticket is assigned to a team member in a fair random order.

  • Balanced: The ticket is assigned to the user with the fewest open tickets.

  • Sequential: The ticket is assigned in round-robin order among team members.

Note: - If no users are assigned to the team, only the manual method is available. - Changing the team on a ticket will re-trigger the assignment logic.

Bug Tracker

Bugs are tracked on GitHub Issues. In case of trouble, please check there if your issue has already been reported. If you spotted it first, help us to smash it by providing a detailed and welcomed feedback.

Do not contact contributors directly about support or help with technical issues.

Credits

Authors

• Escodoo

Contributors

• Escodoo:

  • Marcel Savegnago <[e-mail]>

  • Kaynnan Lemes <[e-mail]>

Maintainers

This module is maintained by the OCA.

OCA, or the Odoo Community Association, is a nonprofit organization whose mission is to support the collaborative development of Odoo features and promote its widespread use.

This module is part of the OCA/helpdesk project on GitHub.

You are welcome to contribute. To learn how please visit https://odoo-community.org/page/Contribute.