odoo-addon-helpdesk-split-and-merge 16.0.1.0.5

Split and Merge Helpdesk Tickets

This module extends the functionality of the Helpdesk to support splitting and merging of tickets.

Splitting allows a ticket to be divided into multiple sub-tickets. This is useful when a ticket contains multiple issues that need to be handled separately. Each sub-ticket can be assigned to a different team member and tracked independently.

Merging allows multiple tickets to be combined into one. This is helpful when a customer reports the same issue multiple times, or when several customers report the same issue. The original tickets are moved to a specified stage and closed.

When merging, there is an option to transfer all communications (emails and notes) and scheduled activities from the source ticket to the destination ticket. This option is enabled by default, ensuring no important information is lost during the merge. A log entry is posted on the destination ticket documenting the transfer.

The module also includes a configuration setting for the stage to which tickets are moved when they are closed by a merge, and an email template for notifying customers about a merged ticket.

Please note that tickets can only be split or merged if they belong to the same partner. A ticket cannot be split if it is a sub-ticket, and a ticket cannot be merged if it has been merged before or it is closed.

Table of contents

• Configuration

• Usage

• Known issues / Roadmap

• Bug Tracker

• Credits

  • Authors

  • Contributors

  • Maintainers

Configuration

After installed, you will have a couple of settings to get the full potential of this module. They can be found just by going to the settings app and in general settings you will see a new entry where you will be able to set:

• Stage to which tickets will be moved when they are closed by a merge.

• Email template to send when the ticket was merged (leave empty if not)

Usage

To use this module, you need to:

1. Go to Helpdesk > Tickets

2. Open a ticket

3. Click on the “Split” button to create a sub-ticket or “Merge” button to merge it with another ticket

4. In the wizard that appears, fill in the necessary details and click on “Split” or “Merge”

5. The new sub-ticket will appear in the ticket’s “Sub-Tickets” tab, or the merged ticket will be moved to the specified stage and an email notification will be sent if configured.

Note: Tickets can only be split or merged if they belong to the same partner. A ticket cannot be split if it is a sub-ticket, and a ticket cannot be merged if it has been merged before or it is closed.

Known issues / Roadmap

There are no issues for the moment.

Bug Tracker

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

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

Credits

Authors

• SomIT SCCL

• Som Connexio SCCL

Contributors

• SomIT SCCL:

  • José Robles <[e-mail]>

  • Álvaro Mellado <[e-mail]>

  • Álvaro García <[e-mail]>

• Som Connexio SCCL:

  • Gerard Funosas <[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.

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