This module enhances the Odoo Helpdesk application by allowing administrators to define specific, allowed transitions between ticket stages. It also provides visual cues and interaction changes to enforce these transitions.
Table of contents
Overview
The standard Odoo Helpdesk module allows users to move tickets between any stages freely, including dragging and dropping in the Kanban view. This module introduces a more controlled workflow by:
Defining Allowed Transitions: On each Helpdesk Ticket Stage, you can specify which other stages are valid “next stages”.
Dynamic Transition Buttons: In the Helpdesk Ticket form view, instead of a selectable Stage field, buttons are dynamically generated in the header for each valid next stage based on the current stage’s configuration. These buttons will always have a ‘primary’ style.
Restricting Stage Field: The standard Stage field in the ticket form is made invisible and readonly, forcing users to use the transition buttons.
Disabling Kanban Drag-and-Drop: To maintain workflow integrity, dragging and dropping tickets between stages in the Kanban view is disabled.
Visual Configuration for Stages: In the list/tree view of Helpdesk Ticket Stages, new fields Next Stages are available for quick overview and configuration.
Configuration
To configure stage transitions:
Navigate to Helpdesk > Configuration > Stages.
Select a stage to configure or create a new one.
In the form view, under the Stage Transitions section, you will find: * Next stages: A many2many field where you can select one or more stages that a ticket can transition to from the current stage. If no stages are selected here, any transition is implicitly allowed from this stage (standard Odoo behavior for this stage).
Usage
Ticket Form View: * When a helpdesk ticket is in a particular stage, the header will display buttons corresponding to the Next stages configured for that current stage. * Clicking one of these buttons will move the ticket to the respective new stage. * The standard Stage field (dropdown or status bar) will not be directly editable through the usual means.
Ticket Kanban View: * Tickets cannot be dragged and dropped between columns (stages).
Stage List/Tree View: * Administrators can see the configured Next Stages directly in the list of stages.
Bug Tracker
Do not contact contributors directly about support or help with technical issues.
Credits
Contributors
nicolasramos
Maintainers
This module is maintained by Som IT Cooperatiu SCCL.
1 maintainer
Metadata
1 maintainer
Release files for odoo-addon-helpdesk-stage-transition 16.0.1.0.2
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