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.
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
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:
Go to Helpdesk > Tickets
Open a ticket
Click on the “Split” button to create a sub-ticket or “Merge” button to merge it with another ticket
In the wizard that appears, fill in the necessary details and click on “Split” or “Merge”
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
Contributors
-
José Robles <jose.robles@somit.coop>
Álvaro Mellado <alvaro.mellado@somit.coop>
Álvaro García <alvaro.garcia@somit.coop>
-
Gerard Funosas <gerard.funosas@somconnexio.coop>
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.
1 maintainer
Metadata
1 maintainer
Release files for odoo12-addon-helpdesk-split-and-merge 12.0.1.0.2
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