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Issue 194113: Support System first upload (Closed)
Patch Set: Changed DB schema according to suggestions by Bechamel Created 15 years, 2 months ago
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1 <?xml version="1.0" encoding="UTF-8"?>
2 <tryton>
3 <data>
4
5 <menuitem id="menu_main_support" name="Support System" icon="try ton-users" />
yangoon1 2010/01/28 12:35:44 My favourites: 'Issue Tracking System' or 'Ticketi
6
7 <menuitem parent="menu_main_support" sequence="1" name="Configur ation"
8 id="menu_support_configuration" icon="tryton-preferences " />
9
10 <record model="res.group" id="group_support">
11 <field name="name">Support Executive</field>
12 </record>
13 <record model="res.group" id="group_support_admin">
14 <field name="name">Support Administrator</field>
15 </record>
16 <record model="res.user" id="res.user_admin">
17 <field name="groups"
18 eval="[('add', ref('group_support')), ('add', ref('group_support _admin'))]"/>
19 </record>
20 ········
21 <record id="queue_view_form" model="ir.ui.view">
22 <field name="model">support.queue</field>
23 <field name="type">form</field>
24 <field name="arch" type="xml">
25 <![CDATA[
26 <form string="Edit Queue">
27 <label name="name"/>
28 <field name="name"/>
29 <label name="parent"/>
30 <field name="parent"/>
31 <label name="response_time"/>
32 <field name="response_time" widget="float_time"/>
33 <label name="solution_time"/>
34 <field name="solution_time" widget="float_time"/>
35 <label name="company"/>
36 <field name="company"/>····················
37 <label name="active"/>
38 <field name="active"/>
39 <notebook colspan="4">
40 <page string="Team" id="team">
41 <separator colspan="4" id="team_sep" string="Support Teams"/>
42 <field name="teams" cols pan="4"/>
43 </page>
44 <page string="Lower Level Queues" id="childqs">
45 <field name="children"/>
46 </page>
47 <page string="Description" id="description">
48 <field name="description"/>
49 </page>
50 </notebook>
51 </form>
52 ]]>
53 </field>
54 </record>
55
56 <record id="queue_view_tree1" model="ir.ui.view">
57 <field name="model">support.queue</field>
58 <field name="type">tree</field>
59 <field name="field_childs">children</field>
60 <field name="priority">20</field>
61 <field name="arch" type="xml">
62 <![CDATA[
63 <tree string="Queues">
64 <field name="name"/>
65 </tree>
66 ]]>
67 </field>
68 </record>
69
70 <record id="queue_view_tree2" model="ir.ui.view">
71 <field name="model">support.queue</field>
72 <field name="type">tree</field>
73 <field name="priority">10</field>
74 <field name="arch" type="xml">
75 <![CDATA[
76 <tree string="Queues">
77 <field name="name"/>
78 <field name="parent"/>
79 <field name="company"/>
80 <field name="active"/>
81 </tree>
82 ]]>
83 </field>
84 </record>
85
86 <record model="ir.action.act_window" id="act_queue_tree1">
87 <field name="name">Queues</field>
88 <field name="res_model">support.queue</field>
89 <field name="view_type">tree</field>
90 <field name="domain">[('parent', '=', False)]</field>
91 </record>
92 <record model="ir.action.act_window.view" id="act_queue_tree_vie w1">
93 <field name="sequence" eval="10" />
94 <field name="view" ref="queue_view_tree1" />
95 <field name="act_window" ref="act_queue_tree1" />
96 </record>
97 <menuitem parent="menu_support_configuration" sequence="1"
98 action="act_queue_tree1" id="menu_queue_tree1" />
99
100 <record model="ir.action.act_window" id="act_queue_tree2">
101 <field name="name">Queues</field>
102 <field name="res_model">support.queue</field>
103 <field name="view_type">form</field>
104 </record>
105 <record model="ir.action.act_window.view" id="act_queue_tree_vie w2">
106 <field name="sequence" eval="10" />
107 <field name="view" ref="queue_view_tree2" />
108 <field name="act_window" ref="act_queue_tree2" />
109 </record>
110 <record model="ir.action.act_window.view" id="act_queue_form_vie w2">
111 <field name="sequence" eval="20" />
112 <field name="view" ref="queue_view_form" />
113 <field name="act_window" ref="act_queue_tree2" />
114 </record>
115 <menuitem parent="menu_queue_tree1" sequence="1"
116 action="act_queue_tree2" id="menu_queue_tree2" />
117
118 <record model="ir.action.act_window" id="act_queue_form">
119 <field name="name">New Queue</field>
120 <field name="res_model">support.queue</field>
121 <field name="view_type">form</field>
122 </record>
123 <record model="ir.action.act_window.view" id="act_queue_form_vie w">
124 <field name="sequence" eval="10" />
125 <field name="view" ref="queue_view_form" />
126 <field name="act_window" ref="act_queue_form" />
127 </record>
128 <menuitem parent="menu_queue_tree1" sequence="10" action="act_qu eue_form"
129 id="menu_queue_form" />
130
131 <record id="team_view_form" model="ir.ui.view">
132 <field name="model">support.team</field>
133 <field name="type">form</field>
134 <field name="arch" type="xml">
135 <![CDATA[
136 <form string="Support Team">
137 <label name="name"/>
138 <field name="name"/>
139 <label name="company"/>
140 <field name="company"/>
141 <label name="manager"/>
142 <field name="manager"/>
143 <separator id="team_members" string="Team Members" colsp an="4"/>
144 <field name="team_members" colspan="4"/>
145 </form>
146 ]]>
147 </field>
148 </record>
149 <record id="team_view_tree" model="ir.ui.view">
150 <field name="model">support.team</field>
151 <field name="type">tree</field>
152 <field name="arch" type="xml">
153 <![CDATA[
154 <tree string="Support Teams">
155 <field name="name"/>
156 <field name="company"/>
157 <field name="manager"/>
158 </tree>
159 ]]>
160 </field>
161 </record>
162 <record model="ir.action.act_window" id="act_team_tree">
163 <field name="name">Support Teams</field>
164 <field name="res_model">support.team</field>
165 <field name="view_type">form</field>
166 </record>
167 <record model="ir.action.act_window.view" id="act_team_tree_view ">
168 <field name="sequence" eval="10" />
169 <field name="view" ref="team_view_tree" />
170 <field name="act_window" ref="act_team_tree" />
171 </record>
172 <record model="ir.action.act_window.view" id="act_team_form_view ">
173 <field name="sequence" eval="20" />
174 <field name="view" ref="team_view_form" />
175 <field name="act_window" ref="act_team_tree" />
176 </record>
177 <menuitem parent="menu_support_configuration" sequence="20"
178 action="act_team_tree" id="menu_team_tree" />
179 ························
180 <record id="ticket_view_form" model="ir.ui.view">
181 <field name="model">support.ticket</field>
182 <field name="type">form</field>
183 <field name="arch" type="xml">
184 <![CDATA[
185 <form string="Ticket">
186 <label name="code"/>
187 <field name="code"/>
188 <label name="title"/>
189 <field name="title"/>
190 <label name="party"/>
191 <field name="party" />
192 <label name="company"/>
193 <field name="company"/>
194 <label name="assigned_to"/>
195 <field name="assigned_to"/>·
196 <label name="queue"/>
197 <field name="queue"/>
198 <label name="priority"/>
199 <field name="priority"/>
200 <label name="escalated" colspan="1"/>
201 <field name="escalated" colspan="1"/>····················
202 <notebook colspan="4">
203 <page string="Follow Ups" id="followups">
204 <field name="follow_ups"/>
205 </page>
206 <page string="History Lines" id="history">
207 <field name="history_lines"/>
208 </page>
209 </notebook>
210 <label name="active"/>
211 <field name="active"/>
212 <label name="state"/>
213 <field name="state"/>
214 <group col="6" colspan="2" id="buttons">
215 <button name="archive" string="Archive"
216 states="{'invisible': Not(In(Eval('state'), ['solved',' archive']))}"
217 icon="tryton-cancel"/>
218 <button name="hold" string="Hold"
219 states = "{'invisible': In(Eval('state'), ['on_hold','s olved','archive'])}"
220 icon="tryton-go-previous"/>
221 <button name="reopen" string="Re-Open"
222 states = "{'invisible':Not(In(Eval('state'), ['solved', 'on_hold']))}"
223 icon="tryton-go-previous"/>
224 <button name="escalate" string="Escalate"
225 states="{'invisible':In(Eval('state'),['solved','archiv e'])}"
226 icon="tryton-go-next"/>
227 <button name="solve" string="Solved"
228 states = "{'invisible':In(Eval('state'), ['solved', 'ar chive'])}"
229 icon="tryton-go-next"/>
230 ························
231 </group>
232 </form>
233 ]]>
234 </field>
235 </record>
236 <record id="ticket_view_tree" model="ir.ui.view">
237 <field name="model">support.ticket</field>
238 <field name="type">tree</field>
239 <field name="arch" type="xml">
240 <![CDATA[
241 <tree string="Ticket">
242 <field name="code"/>
243 <field name="title"/>
244 <field name="party" />
245 <field name="queue"/>
246 <field name="priority"/>
247 <field name="state"/>
248 <field name="assigned_to"/>····················
249 <field name="escalated"/>····················
250 <field name="active"/>
251 </tree>
252 ]]>
253 </field>
254 </record>
255 <record model="ir.action.act_window" id="act_ticket_tree">
256 <field name="name">Tickets</field>
257 <field name="res_model">support.ticket</field>
258 <field name="view_type">form</field>
259 </record>
260 <record model="ir.action.act_window.view" id="act_ticket_tree_vi ew">
261 <field name="sequence" eval="10" />
262 <field name="view" ref="ticket_view_tree" />
263 <field name="act_window" ref="act_ticket_tree" />
264 </record>
265 <record model="ir.action.act_window.view" id="act_ticket_form_vi ew">
266 <field name="sequence" eval="20" />
267 <field name="view" ref="ticket_view_form" />
268 <field name="act_window" ref="act_ticket_tree" />
269 </record>
270 <menuitem parent="menu_main_support" sequence="1"
271 action="act_ticket_tree" id="menu_ticket_tree" />
272
273 <record model="ir.sequence.type" id="sequence_type_ticket">
274 <field name="name">Ticket</field>
275 <field name="code">support.ticket</field>
276 <field name="groups"
277 eval="[('add', ref('res.group_admin')), ('add', ref('group_support_admin'))]" />
278 </record>
279 <record model="ir.sequence" id="sequence_ticket">
280 <field name="name">Ticket</field>
281 <field name="code">support.ticket</field>
282 </record>
283
284 <record id="ticket_history_view_tree" model="ir.ui.view">
285 <field name="model">support.ticket.history.lines</field>
286 <field name="type">tree</field>
287 <field name="arch" type="xml">
288 <![CDATA[
289 <tree string="Ticket">
290 <field name="code"/>
291 <field name="title"/>
292 <field name="queue"/>
293 <field name="assigned_to"/>
294 <field name="state"/>
295 <field name="escalated"/>
296 <field name="company"/>
297 <field name="priority"/>
298 <field name="active"/>
299 </tree>
300 ]]>
301 </field>
302 </record>
303 <record id="ticket_history_view_form" model="ir.ui.view">
304 <field name="model">support.ticket.history.lines</field>
305 <field name="type">form</field>
306 <field name="arch" type="xml">
307 <![CDATA[
308 <form string="Ticket">
309 <label name="code"/>
310 <field name="code"/>
311 <label name="title"/>
312 <field name="title"/>
313 <label name="queue"/>
314 <field name="queue"/>
315 <label name="assigned_to"/>
316 <field name="assigned_to"/>
317 <label name="state"/>
318 <field name="state"/>
319 <label name="escalated"/>
320 <field name="escalated"/>
321 <label name="company"/>
322 <field name="company"/>
323 <label name="priority"/>
324 <field name="priority"/>
325 <label name="active"/>
326 <field name="active"/>
327 </form>
328 ]]>
329 </field>
330 </record>
331 <record model="ir.action.act_window" id="act_ticket_history">
332 <field name="name">Tickets History</field>
333 <field name="res_model">support.ticket.history.lines</fi eld>
334 <field name="view_type">form</field>
335 </record>
336 <record model="ir.action.act_window.view" id="act_ticket_history _tree_view">
337 <field name="sequence" eval="10" />
338 <field name="view" ref="ticket_history_view_tree" />
339 <field name="act_window" ref="act_ticket_history" />
340 </record>
341 <record model="ir.action.act_window.view" id="act_ticket_history _form_view">
342 <field name="sequence" eval="20" />
343 <field name="view" ref="ticket_history_view_form" />
344 <field name="act_window" ref="act_ticket_history" />
345 </record>
346
347 <record id="followup_view_form" model="ir.ui.view">
348 <field name="model">support.ticket.followup</field>
349 <field name="type">form</field>
350 <field name="arch" type="xml">
351 <![CDATA[
352 <form string="Follw Up">
353 <separator id="comment" colspan="4" string="Comment"/>
354 <field name="comment" colspan="4"/>
355 <label name="employee"/>
356 <field name="employee"/>
357 <label name="private"/>
358 <field name="private"/>
359 </form>
360 ]]>
361 </field>
362 </record>
363 <record id="followup_view_tree" model="ir.ui.view">
364 <field name="model">support.ticket.followup</field>
365 <field name="type">tree</field>
366 <field name="arch" type="xml">
367 <![CDATA[
368 <tree string="Follow Ups">
369 <field name="comment"/>
370 <field name="employee"/>
371 <field name="private"/>
372 </tree>
373 ]]>
374 </field>
375 </record>
376 <record model="workflow" id="ticket_workflow">
377 <field name="name">Support Ticket Workflow</field>
378 <field name="model">support.ticket</field>
379 <field name="on_create" eval="True" />
380 </record>
381 <record model="workflow.activity" id="ticket_activity_open">
382 <field name="name">Open</field>
383 <field name="workflow" ref="ticket_workflow" />
384 <field name="kind">function</field>
385 <field name="action">write({'state':'open'})</field>
386 <field name="flow_start" eval="True" />
387 </record>
388 <record model="workflow.activity" id="ticket_activity_escalated" >
389 <field name="name">Escalated</field>
390 <field name="workflow" ref="ticket_workflow" />
391 <field name="kind">function</field>
392 <field name="action">escalate()</field>
393 </record>
394 <record model="workflow.activity" id="ticket_activity_hold">
395 <field name="name">On Hold</field>
396 <field name="workflow" ref="ticket_workflow" />
397 <field name="kind">function</field>
398 <field name="action">write({'state':'on_hold'})</field>
399 </record>
400 <record model="workflow.activity" id="ticket_activity_solved">
401 <field name="name">Solved</field>
402 <field name="workflow" ref="ticket_workflow" />
403 <field name="kind">function</field>
404 <field name="action">write({'state': 'solved'})</field>
405 </record>
406 <record model="workflow.activity" id="ticket_activity_archived">
407 <field name="name">Archived</field>
408 <field name="workflow" ref="ticket_workflow" />
409 <field name="kind">function</field>
410 <field name="flow_stop" eval="True" />
411 <field name="action">write({'state': 'archive','active': False})</field>
412 </record>
413 <!-- Transitions -->
414 <record model="workflow.transition" id="ticket_transition_open_e scalate">
415 <field name="act_from" ref="ticket_activity_open" />
416 <field name="act_to" ref="ticket_activity_escalated" />
417 <field name="signal">escalate</field>
418 <field name="group" ref="group_support" />
419 </record>
420 <record model="workflow.transition" id="ticket_transition_escala te_escalate">
421 <field name="act_from" ref="ticket_activity_escalated" / >
422 <field name="act_to" ref="ticket_activity_escalated" />
423 <field name="signal">escalate</field>
424 <field name="group" ref="group_support" />
425 </record>
426 <record model="workflow.transition" id="ticket_transition_hold_e scalate">
427 <field name="act_from" ref="ticket_activity_hold" />
428 <field name="act_to" ref="ticket_activity_escalated" />
429 <field name="signal">escalate</field>
430 <field name="group" ref="group_support" />
431 </record>
432 <record model="workflow.transition" id="ticket_transition_open_s olved">
433 <field name="act_from" ref="ticket_activity_open" />
434 <field name="act_to" ref="ticket_activity_solved" />
435 <field name="signal">solve</field>
436 <field name="group" ref="group_support" />
437 </record>
438 <record model="workflow.transition" id="ticket_transition_escala te_solved">
439 <field name="act_from" ref="ticket_activity_escalated" / >
440 <field name="act_to" ref="ticket_activity_solved" />
441 <field name="signal">solve</field>
442 <field name="group" ref="group_support" />
443 </record>
444 <record model="workflow.transition" id="ticket_transition_open_h old">
445 <field name="act_from" ref="ticket_activity_open" />
446 <field name="act_to" ref="ticket_activity_hold" />
447 <field name="signal">hold</field>
448 <field name="group" ref="group_support" />
449 </record>
450 <record model="workflow.transition" id="ticket_transition_escala te_hold">
451 <field name="act_from" ref="ticket_activity_escalated" / >
452 <field name="act_to" ref="ticket_activity_hold" />
453 <field name="signal">hold</field>
454 <field name="group" ref="group_support" />
455 </record>
456 <record model="workflow.transition" id="ticket_transition_hold_s olved">
457 <field name="act_from" ref="ticket_activity_hold" />
458 <field name="act_to" ref="ticket_activity_solved" />
459 <field name="signal">solve</field>
460 <field name="group" ref="group_support" />
461 </record>
462 <record model="workflow.transition" id="ticket_transition_solved _archive">
463 <field name="act_from" ref="ticket_activity_solved" />
464 <field name="act_to" ref="ticket_activity_archived" />
465 <field name="signal">archive</field>
466 <field name="group" ref="group_support_admin" />
467 </record>
468 <record model="workflow.transition" id="ticket_transition_solved _open">
469 <field name="act_from" ref="ticket_activity_solved" />
470 <field name="act_to" ref="ticket_activity_open" />
471 <field name="signal">reopen</field>
472 <field name="group" ref="group_support_admin" />
473 </record>
474 <record model="workflow.transition" id="ticket_transition_hold_o pen">
475 <field name="act_from" ref="ticket_activity_hold" />
476 <field name="act_to" ref="ticket_activity_open" />
477 <field name="signal">reopen</field>
478 <field name="group" ref="group_support_admin" />
479 </record>
480 </data>
481 </tryton>
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