Metadata-Version: 2.1
Name: odoo-addon-helpdesk_workbench
Version: 16.0.0.1.0.22
Summary: Three-pane helpdesk workbench layout for helpdesk tickets.
Home-page: https://gitlab.com/somitcoop/erp-research/odoo-helpdesk
Author: Som It Cooperatiu SCCL, Som Connexio SCCL, Odoo Community Association (OCA)
Author-email: support@odoo-community.org
License: AGPL-3
Classifier: Programming Language :: Python
Classifier: Framework :: Odoo
Classifier: Framework :: Odoo :: 16.0
Classifier: License :: OSI Approved :: GNU Affero General Public License v3
Requires-Python: >=3.10

####################
 Helpdesk Workbench
####################

.. |badge1| image:: https://img.shields.io/badge/maturity-Beta-yellow.png
   :alt: Beta
   :target: https://odoo-community.org/page/development-status

.. |badge2| image:: https://img.shields.io/badge/licence-AGPL--3-blue.png
   :alt: License: AGPL-3
   :target: http://www.gnu.org/licenses/agpl-3.0-standalone.html

|badge1| |badge2|

Three-pane helpdesk workbench layout for helpdesk tickets: left form
pane, center chat pane and right knowledge pane, with per-user persisted
layout and message-type filters.

Backport of the Odoo 18 module to Odoo 16. See
``openspec/changes/helpdesk-workbench-backport-v16/`` for the proposal,
spec, design and tasks behind this port.

**Table of contents**

.. contents::
   :local:

***************
 Configuration
***************

No configuration needed for this module: the workbench is active on
every helpdesk ticket form as soon as the module is installed.

Preferences are per user and need no administrator setup:

-  **Pane layout.** Each user drags the separators between the three
   panes; the widths are stored on ``res.users.settings`` and restored
   on reload. They are normalised server-side so the three always add up
   to 100.

-  **Chat filters.** The message types to display, the related-record
   mode and the auto-refresh settings are also stored per user.

To review the workbench on sample records, install the module together
with its demo data; it loads a demo team, two tickets (one with a
coloured tag) and the tag itself.

*******
 Usage
*******

-  Open a helpdesk ticket: the form shows the workbench with the ticket
   on the left, the conversation in the center and related tickets plus
   knowledge pages on the right.

-  Use the chat filter to narrow the conversation by message type.

-  Replies, reply-all and forwards open the mail composer with the
   ticket context pre-filled.

-  The chat refreshes automatically on new messages, on planned
   activities and on the per-user auto-refresh interval.

************************
 Known issues / Roadmap
************************

-  The chat message types are limited to the ones Odoo 16 defines on
   ``mail.message``; ``email_outgoing`` does not exist before 17, so the
   outgoing half of the v18 filter has no equivalent value here.

*************
 Bug Tracker
*************

Bugs are tracked on `GitLab Issues
<https://gitlab.com/somitcoop/erp-research/odoo-helpdesk/-/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.

*********
 Credits
*********

Authors
=======

-  Som It Cooperatiu SCCL
-  Som Connexió SCCL

Maintainers
===========

This module is maintained by Som It Cooperatiu SCCL.

This module is part of the `somitcoop/erp-research/odoo-helpdesk
<https://gitlab.com/somitcoop/erp-research/odoo-helpdesk>`_ project.

License
=======

AGPL-3.0 or later — https://www.gnu.org/licenses/agpl-3.0.html
