[ADD] connector_voicent_helpdesk_ticket

.travis.yml

@@ -21,8 +21,8 @@ env:
 
   matrix:
   - LINT_CHECK="1"
-  - TESTS="1" ODOO_REPO="OCA/OCB" LINT_CHECK="0" EXCLUDE="helpdesk_ticket_type_default_priority,helpdesk_phone,helpdesk_scope,helpdesk_ticket_to_task,agreement_rma,helpdesk_stock,agreement_helpdesk,helpdesk_fieldservice,agreement_sale_subscription,helpdesk_resolution,fieldservice_helpdesk_stock,helpdesk_ticket_parent,fieldservice_agreement_helpdesk,helpdesk_stage_server_action,helpdesk_team_assigned_tickets"
-  - TESTS="1" ODOO_REPO="odoo/odoo" LINT_CHECK="0" EXCLUDE="helpdesk_ticket_type_default_priority,helpdesk_phone,helpdesk_scope,helpdesk_ticket_to_task,agreement_rma,helpdesk_stock,agreement_helpdesk,helpdesk_fieldservice,agreement_sale_subscription,helpdesk_resolution,fieldservice_helpdesk_stock,helpdesk_ticket_parent,fieldservice_agreement_helpdesk,helpdesk_stage_server_action,helpdesk_team_assigned_tickets"
+  - TESTS="1" ODOO_REPO="OCA/OCB" LINT_CHECK="0" EXCLUDE="helpdesk_ticket_type_default_priority,helpdesk_phone,helpdesk_scope,helpdesk_ticket_to_task,agreement_rma,helpdesk_stock,agreement_helpdesk,helpdesk_fieldservice,agreement_sale_subscription,helpdesk_resolution,fieldservice_helpdesk_stock,helpdesk_ticket_parent,fieldservice_agreement_helpdesk,helpdesk_stage_server_action,helpdesk_team_assigned_tickets,connector_voicent_helpdesk_ticket"
+  - TESTS="1" ODOO_REPO="odoo/odoo" LINT_CHECK="0" EXCLUDE="helpdesk_ticket_type_default_priority,helpdesk_phone,helpdesk_scope,helpdesk_ticket_to_task,agreement_rma,helpdesk_stock,agreement_helpdesk,helpdesk_fieldservice,agreement_sale_subscription,helpdesk_resolution,fieldservice_helpdesk_stock,helpdesk_ticket_parent,fieldservice_agreement_helpdesk,helpdesk_stage_server_action,helpdesk_team_assigned_tickets,connector_voicent_helpdesk_ticket"
 
 install:
   - git clone --depth=1 https://github.com/ursais/maintainer-quality-tools.git ${HOME}/maintainer-quality-tools

connector_voicent_helpdesk_ticket/README.rst

@@ -0,0 +1,50 @@
+.. image:: https://img.shields.io/badge/licence-LGPL--3-blue.svg
+   :target: http://www.gnu.org/licenses/lgpl-3.0-standalone.html
+   :alt: License: LGPL-3
+
+=================================
+Voicent Helpdesk Ticket Connector
+=================================
+
+Odoo Helpdesk App does not provide an automated way to trigger phone calls when a ticket reaches a specific stage in the process.
+
+For companies with a large number of tickets or when a ticket impacts many people, calling everyone one by one is a time-consuming option.
+
+This module aims to automate calls to customer or impacted third parties when a ticket reaches a specific stage.
+
+Configuration
+=============
+
+* Go to Connectors > Backends > Voicent Backends
+* Create a Voicent Backend with the host, port, caller ID, number of lines
+* Create Time lines to determine at which time of the day the calls are made
+* Create Call lines to determine at which stage in the process the calls are made.
+
++------------+-----+----------------+--------------+
+|            |     | Ticket has a parent           |
++------------+-----+----------------+--------------+
+|            |     | Yes            | No           |
++------------+-----+----------------+--------------+
+| Must Have  | Yes | Call           | No Call      |
++            +-----+----------------+--------------+
+| a Parent   | No  | Call                          |
++------------+-----+----------------+--------------+
+
+* Go to Contacts
+* Review customers to set the "Accepts Calls" box or not
+
+Usage
+=====
+
+To use this module, you need to:
+
+* Go to Helpdesk
+* Create a ticket and assign it to a customer who accepts phone calls
+* Move the ticket to the stage specified in the call lines of the backend
+* Check the chatter for the call status
+
+Contributors
+------------
+
+* Maxime Chambreuil <mchambreuil@opensourceintegrators.com>
+* Murtuza Saleh <murtuza.saleh@serpentcs.com>

connector_voicent_helpdesk_ticket/__init__.py

@@ -0,0 +1,5 @@
+# Copyright (C) 2019 Open Source Integrators
+# <https://www.opensourceintegrators.com>
+# License LGPL-3.0 or later (http://www.gnu.org/licenses/lgpl).
+
+from . import models

connector_voicent_helpdesk_ticket/__manifest__.py

@@ -0,0 +1,24 @@
+# Copyright (C) 2019 Open Source Integrators
+# <https://www.opensourceintegrators.com>
+# License LGPL-3.0 or later (http://www.gnu.org/licenses/lgpl).
+
+{
+    "name": "Voicent Helpdesk Ticket Connector",
+    "version": "12.0.1.0.0",
+    "license": "LGPL-3",
+    "category": "connector",
+    "author": "Open Source Integrators",
+    "summary": """Automate calls to customers when tickets reach a stage""",
+    "website": "https://github.com/ursais/osi-addons",
+    "depends": [
+        "connector_voicent",
+        "helpdesk_ticket_parent",
+    ],
+    "data": [
+        "view/backend_voicent_call_line_view.xml",
+    ],
+    "development_status": "Beta",
+    "maintainers": [
+        "max3903",
+    ],
+}

connector_voicent_helpdesk_ticket/models/__init__.py

@@ -0,0 +1,6 @@
+# Copyright (C) 2019 Open Source Integrators
+# <https://www.opensourceintegrators.com>
+# License LGPL-3.0 or later (http://www.gnu.org/licenses/lgpl).
+
+from . import backend_voicent_call_line
+from . import helpdesk_ticket

connector_voicent_helpdesk_ticket/models/backend_voicent_call_line.py

@@ -0,0 +1,17 @@
+# Copyright (C) 2019 Open Source Integrators
+# <https://www.opensourceintegrators.com>
+# License LGPL-3.0 or later (http://www.gnu.org/licenses/lgpl).
+
+from odoo import fields, models
+
+
+class BackendVoicentCallLine(models.Model):
+    _inherit = 'backend.voicent.call.line'
+
+    applies_on = fields.Selection(
+        selection_add=[('helpdesk_ticket', 'Helpdesk Ticket')])
+    helpdesk_ticket_stage_id = fields.Many2one(
+        'helpdesk.stage',
+        string='Helpdesk Ticket Stage')
+    has_parent = fields.Boolean('Must Have a Parent', help="""Determine if the call is
+     made based on whether the parent of the ticket is set or not""")

connector_voicent_helpdesk_ticket/models/helpdesk_ticket.py

@@ -0,0 +1,106 @@
+# Copyright (C) 2019 Open Source Integrators
+# <https://www.opensourceintegrators.com>
+# License LGPL-3.0 or later (http://www.gnu.org/licenses/lgpl).
+
+import io
+import base64
+from odoo import api, models, _
+from ...queue_job.job import job
+from odoo.tools import pycompat
+from ...connector_voicent.examples import voicent
+import tempfile
+import shutil
+
+
+class HelpdeskTicket(models.Model):
+    _inherit = 'helpdesk.ticket'
+
+    @job
+    @api.multi
+    def check_status_job(self, voicent_campaign, helpdesk_ticket,
+                         call_line):
+        for rec in self:
+            voicent_obj = voicent.Voicent(
+                call_line.backend_id.host,
+                str(call_line.backend_id.port),
+                call_line.backend_id.callerid,
+                str(call_line.backend_id.line))
+            status = voicent_obj.checkStatus(voicent_campaign)
+            message = _("""Status of campaign <b>%s</b> on <b>%s</b>:
+             %s""" % (voicent_campaign,
+                      call_line.backend_id.name,
+                      status))
+            helpdesk_ticket.message_post(body=message)
+
+    @job
+    @api.multi
+    def voicent_import_and_runcampaign(self, helpdesk_ticket, call_line):
+        for rec in self:
+            if call_line.helpdesk_ticket_stage_id.id \
+                    == helpdesk_ticket.stage_id.id:
+                # Generate the CSV file
+                fp = io.BytesIO()
+                writer = pycompat.csv_writer(fp, quoting=1)
+                writer.writerow(("Name", "Phone"))
+                writer.writerow(
+                    [helpdesk_ticket.partner_id.name,
+                     helpdesk_ticket.partner_id.phone])
+                directory = tempfile.mkdtemp(suffix='-helpdesk.ticket')
+                file_name = directory + "/" + rec.name + rec.stage_id.name +\
+                            ".csv"
+                write_file = open(file_name, 'wb')
+                write_file.write(fp.getvalue())
+                write_file.close()
+                # Contact Voicent
+                voicent_obj = voicent.Voicent(
+                    call_line.backend_id.host,
+                    str(call_line.backend_id.port),
+                    call_line.backend_id.callerid,
+                    str(call_line.backend_id.line))
+                res = voicent_obj.importAndRunCampaign(file_name, "tts",
+                                                       call_line.voicent_app)
+                # Attach the file to the ticket
+                self.env['ir.attachment'].create({
+                    'name': rec.name,
+                    'datas': base64.encodestring(fp.getvalue()),
+                    'datas_fname': "%s.csv" % (rec.name),
+                    'res_model': 'helpdesk.ticket',
+                    'res_id': rec.id})
+                # Delete the file on the filesystem
+                shutil.rmtree(dir)
+                if res.get('camp_id'):
+                    message = _("""Call has been sent to <b>%s</b>.
+                    The campaign ID is <b>%s</b> and the status is: %s""" %
+                                (call_line.backend_id.name,
+                                 res.get('camp_id'),
+                                 res.get('status')))
+                    rec.with_delay().check_status_job(
+                        res.get('camp_id'),
+                        helpdesk_ticket,
+                        call_line)
+                else:
+                    message = _("""Call has been sent to <b>%s</b> but failed
+                     with the following message: %s""" %
+                                (call_line.backend_id.name,
+                                 res))
+            else:
+                message = _("Call has been cancelled because the stage has "
+                            "changed.")
+            helpdesk_ticket.message_post(body=message)
+
+    @api.multi
+    def write(self, vals):
+        for rec in self:
+            if vals.get('stage_id') and rec.partner_id.company_type and \
+                    rec.partner_id.can_call:
+                call_lines = self.env['backend.voicent.call.line'].search(
+                    [('helpdesk_ticket_stage_id', '=',
+                      vals.get('stage_id')),
+                     ('backend_id.active', '=', True)])
+                for line_rec in call_lines:
+                    if not (line_rec.has_parent is True and
+                            rec.parent_id is False):
+                        rec.with_delay(
+                            eta=line_rec.backend_id.next_call). \
+                            voicent_import_and_runcampaign(rec, line_rec)
+        return super(HelpdeskTicket, self).write(vals)

connector_voicent_helpdesk_ticket/tests/__init__.py

@@ -0,0 +1,5 @@
+# Copyright (C) 2019 Open Source Integrators
+# <https://www.opensourceintegrators.com>
+# License LGPL-3.0 or later (http://www.gnu.org/licenses/lgpl).
+
+from . import test_helpdesk_ticket

connector_voicent_helpdesk_ticket/tests/test_helpdesk_ticket.py

@@ -0,0 +1,59 @@
+# Copyright (C) 2019 Open Source Integrators
+# <https://www.opensourceintegrators.com>
+# License LGPL-3.0 or later (http://www.gnu.org/licenses/lgpl).
+
+from odoo.tests.common import TransactionCase
+
+
+class TestHelpdeskTicket(TransactionCase):
+
+    def setUp(self):
+        super(TestHelpdeskTicket, self).setUp()
+        self.backend_voicent_model = self.env['backend.voicent']
+        self.res_partner_model = self.env['res.partner']
+        self.helpdesk_ticket_model = self.env['helpdesk.ticket']
+        self.helpdesk_stage_model = self.env['helpdesk.stage']
+
+    def test_helpdesk_ticket_change_stage(self):
+        self.res_partner_id = self.res_partner_model.create(
+            {'name': 'Test Azure Interior',
+             'company_type': 'person',
+             'can_call': True})
+
+        self.helpdesk_stage_model_id = self.helpdesk_stage_model.create(
+            {'name': 'New'})
+
+        self.helpdesk_stage_in_progress_id = self.helpdesk_stage_model.create(
+            {'name': 'In Progress'})
+
+        self.helpdesk_ticket_id = self.helpdesk_ticket_model.create(
+            {'name': 'Test Kitchen collapsing',
+             'partner_id': self.res_partner_id.id,
+             'stage_id': self.helpdesk_stage_model_id.id})
+
+        self.backend_voicent_id = self.backend_voicent_model.create(
+            {'name': 'Test',
+             'host': 'localhost',
+             'port': '8155',
+             'callerid': '0000000000',
+             'line': '4',
+             'active': True,
+             'call_line_ids': [(0, 0, {'name': 'call 1',
+                                       'applies_on': False,
+                                       'helpdesk_ticket_stage_id':
+                                       self.helpdesk_stage_in_progress_id.id,
+                                       'voicent_app': 'App'
+                                       })],
+             'time_line_ids': [(0, 0, {'name': 'Call Time 1',
+                                       'time': 10.0}),
+                               (0, 0, {'name': 'Call Time 2',
+                                       'time': 11.0}),
+                               (0, 0, {'name': 'Call Time 3',
+                                       'time': 12.0}),
+                               (0, 0, {'name': 'Call Time 4',
+                                       'time': 16.46})]
+             })
+        self.backend_voicent_id._run_update_next_call()
+
+        self.helpdesk_ticket_id.write(
+            {'stage_id': self.helpdesk_stage_in_progress_id.id})

connector_voicent_helpdesk_ticket/view/backend_voicent_call_line_view.xml

@@ -0,0 +1,16 @@
+<odoo>
+
+    <record id="backend_voicent_form_view_inherit" model="ir.ui.view">
+        <field name="name">backend.voicent.form.view.inherit</field>
+        <field name="model">backend.voicent</field>
+        <field name="inherit_id"
+               ref="connector_voicent.backend_voicent_form_view"/>
+        <field name="arch" type="xml">
+            <field name="applies_on" position="after">
+                <field name="helpdesk_ticket_stage_id"/>
+                <field name="has_parent"/>
+            </field>
+        </field>
+    </record>
+
+</odoo>

oca_dependencies.txt

@@ -1,3 +1,4 @@
 odoo-addons https://github.com/gityopie/odoo-addons.git 12.0
+connector-telephony
 field-service
 stock-logistics-warehouse