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[IMP] helpdesk_mgmt: Show Access button in stage changed email #1091

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6674299
[IMP] helpdesk_mgmt: Show Access button in notification email
SirPyTech Aug 20, 2026
71511ca
[IMP] helpdesk_mgmt: Allow to notify portal user on ticket creation
SirPyTech Aug 24, 2026
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16 changes: 11 additions & 5 deletions helpdesk_mgmt/README.rst
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@@ -1,7 +1,3 @@
.. image:: https://odoo-community.org/readme-banner-image
:target: https://odoo-community.org/get-involved?utm_source=readme
:alt: Odoo Community Association

===================
Helpdesk Management
===================
Expand All @@ -17,7 +13,7 @@ Helpdesk Management
.. |badge1| image:: https://img.shields.io/badge/maturity-Production%2FStable-green.png
:target: https://odoo-community.org/page/development-status
:alt: Production/Stable
.. |badge2| image:: https://img.shields.io/badge/license-AGPL--3-blue.png
.. |badge2| image:: https://img.shields.io/badge/licence-AGPL--3-blue.png
:target: http://www.gnu.org/licenses/agpl-3.0-standalone.html
:alt: License: AGPL-3
.. |badge3| image:: https://img.shields.io/badge/github-OCA%2Fhelpdesk-lightgray.png?logo=github
Expand Down Expand Up @@ -129,6 +125,16 @@ permissions set in Helpdesk.
not assigned to any team nor user.
3. *User*: User is able to see all the tickets.

Customer notifications
----------------------

If you want portal users to receive an email when a ticket is created:

1. Enable debug mode
2. Open the "Ticket Created" subtype in Settings > Technical > Discuss >
Subtypes
3. Enable the ``Default`` flag

.. |image1| image:: https://raw.githubusercontent.com/OCA/helpdesk/18.0/helpdesk_mgmt/static/description/Channels.PNG
.. |image2| image:: https://raw.githubusercontent.com/OCA/helpdesk/18.0/helpdesk_mgmt/static/description/Categories.PNG
.. |image3| image:: https://raw.githubusercontent.com/OCA/helpdesk/18.0/helpdesk_mgmt/static/description/Stages.PNG
Expand Down
10 changes: 6 additions & 4 deletions helpdesk_mgmt/controllers/main.py
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Expand Up @@ -102,15 +102,17 @@ def _prepare_submit_ticket_vals(self, **kw):
)
)
vals["team_id"] = team.id
# Need to set stage_id so that the _track_template() method is called
# and the mail is sent automatically if applicable
vals["stage_id"] = team._get_applicable_stages()[:1].id
return vals

@http.route("/submitted/ticket", type="http", auth="user", website=True, csrf=True)
def submit_ticket(self, **kw):
vals = self._prepare_submit_ticket_vals(**kw)
new_ticket = request.env["helpdesk.ticket"].sudo().create(vals)
new_ticket = (
request.env["helpdesk.ticket"]
.sudo()
.with_context(mail_notify_author=True)
.create(vals)
)
new_ticket.message_subscribe(partner_ids=request.env.user.partner_id.ids)
if kw.get("attachment"):
for c_file in request.httprequest.files.getlist("attachment"):
Expand Down
2 changes: 0 additions & 2 deletions helpdesk_mgmt/models/helpdesk_ticket.py
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Expand Up @@ -315,8 +315,6 @@ def _track_template(self, tracking):
res["stage_id"] = (
ticket.stage_id.mail_template_id,
{
# Need to set mass_mail so that the email will always be sent
"composition_mode": "mass_mail",
"auto_delete_keep_log": False,
"subtype_id": self.env["ir.model.data"]._xmlid_to_res_id(
"mail.mt_note"
Expand Down
8 changes: 8 additions & 0 deletions helpdesk_mgmt/readme/CONFIGURE.md
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Expand Up @@ -79,3 +79,11 @@ permissions set in Helpdesk.
assigned to the teams to which he/she belongs or the tickets that
are not assigned to any team nor user.
3. *User*: User is able to see all the tickets.

## Customer notifications

If you want portal users to receive an email when a ticket is created:

1. Enable debug mode
2. Open the "Ticket Created" subtype in Settings > Technical > Discuss > Subtypes
3. Enable the `Default` flag
67 changes: 36 additions & 31 deletions helpdesk_mgmt/static/description/index.html
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Expand Up @@ -3,7 +3,7 @@
<head>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
<meta name="generator" content="Docutils: https://docutils.sourceforge.io/" />
<title>README.rst</title>
<title>Helpdesk Management</title>
<style type="text/css">

/*
Expand Down Expand Up @@ -360,21 +360,16 @@
</style>
</head>
<body>
<div class="document">
<div class="document" id="helpdesk-management">
<h1 class="title">Helpdesk Management</h1>


<a class="reference external image-reference" href="https://odoo-community.org/get-involved?utm_source=readme">
<img alt="Odoo Community Association" src="https://odoo-community.org/readme-banner-image" />
</a>
<div class="section" id="helpdesk-management">
<h1>Helpdesk Management</h1>
<!-- !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
!! This file is generated by oca-gen-addon-readme !!
!! changes will be overwritten. !!
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
!! source digest: sha256:e62e41c1f2fa575842e2524da5e5207ee21572149b6a6e1171b23fdbb9f80bb8
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! -->
<p><a class="reference external image-reference" href="https://odoo-community.org/page/development-status"><img alt="Production/Stable" src="https://img.shields.io/badge/maturity-Production%2FStable-green.png" /></a> <a class="reference external image-reference" href="http://www.gnu.org/licenses/agpl-3.0-standalone.html"><img alt="License: AGPL-3" src="https://img.shields.io/badge/license-AGPL--3-blue.png" /></a> <a class="reference external image-reference" href="https://github.com/OCA/helpdesk/tree/18.0/helpdesk_mgmt"><img alt="OCA/helpdesk" src="https://img.shields.io/badge/github-OCA%2Fhelpdesk-lightgray.png?logo=github" /></a> <a class="reference external image-reference" href="https://translation.odoo-community.org/projects/helpdesk-18-0/helpdesk-18-0-helpdesk_mgmt"><img alt="Translate me on Weblate" src="https://img.shields.io/badge/weblate-Translate%20me-F47D42.png" /></a> <a class="reference external image-reference" href="https://runboat.odoo-community.org/builds?repo=OCA/helpdesk&amp;target_branch=18.0"><img alt="Try me on Runboat" src="https://img.shields.io/badge/runboat-Try%20me-875A7B.png" /></a></p>
<p><a class="reference external image-reference" href="https://odoo-community.org/page/development-status"><img alt="Production/Stable" src="https://img.shields.io/badge/maturity-Production%2FStable-green.png" /></a> <a class="reference external image-reference" href="http://www.gnu.org/licenses/agpl-3.0-standalone.html"><img alt="License: AGPL-3" src="https://img.shields.io/badge/licence-AGPL--3-blue.png" /></a> <a class="reference external image-reference" href="https://github.com/OCA/helpdesk/tree/18.0/helpdesk_mgmt"><img alt="OCA/helpdesk" src="https://img.shields.io/badge/github-OCA%2Fhelpdesk-lightgray.png?logo=github" /></a> <a class="reference external image-reference" href="https://translation.odoo-community.org/projects/helpdesk-18-0/helpdesk-18-0-helpdesk_mgmt"><img alt="Translate me on Weblate" src="https://img.shields.io/badge/weblate-Translate%20me-F47D42.png" /></a> <a class="reference external image-reference" href="https://runboat.odoo-community.org/builds?repo=OCA/helpdesk&amp;target_branch=18.0"><img alt="Try me on Runboat" src="https://img.shields.io/badge/runboat-Try%20me-875A7B.png" /></a></p>
<p>This module adds Helpdesk functionality in Odoo.</p>
<p><strong>Table of contents</strong></p>
<div class="contents local topic" id="contents">
Expand All @@ -386,21 +381,22 @@ <h1>Helpdesk Management</h1>
<li><a class="reference internal" href="#teams" id="toc-entry-5">Teams</a></li>
<li><a class="reference internal" href="#tags" id="toc-entry-6">Tags</a></li>
<li><a class="reference internal" href="#permissions" id="toc-entry-7">Permissions</a></li>
<li><a class="reference internal" href="#customer-notifications" id="toc-entry-8">Customer notifications</a></li>
</ul>
</li>
<li><a class="reference internal" href="#usage" id="toc-entry-8">Usage</a></li>
<li><a class="reference internal" href="#known-issues-roadmap" id="toc-entry-9">Known issues / Roadmap</a></li>
<li><a class="reference internal" href="#bug-tracker" id="toc-entry-10">Bug Tracker</a></li>
<li><a class="reference internal" href="#credits" id="toc-entry-11">Credits</a><ul>
<li><a class="reference internal" href="#authors" id="toc-entry-12">Authors</a></li>
<li><a class="reference internal" href="#contributors" id="toc-entry-13">Contributors</a></li>
<li><a class="reference internal" href="#maintainers" id="toc-entry-14">Maintainers</a></li>
<li><a class="reference internal" href="#usage" id="toc-entry-9">Usage</a></li>
<li><a class="reference internal" href="#known-issues-roadmap" id="toc-entry-10">Known issues / Roadmap</a></li>
<li><a class="reference internal" href="#bug-tracker" id="toc-entry-11">Bug Tracker</a></li>
<li><a class="reference internal" href="#credits" id="toc-entry-12">Credits</a><ul>
<li><a class="reference internal" href="#authors" id="toc-entry-13">Authors</a></li>
<li><a class="reference internal" href="#contributors" id="toc-entry-14">Contributors</a></li>
<li><a class="reference internal" href="#maintainers" id="toc-entry-15">Maintainers</a></li>
</ul>
</li>
</ul>
</div>
<div class="section" id="configuration">
<h2><a class="toc-backref" href="#toc-entry-1">Configuration</a></h2>
<h1><a class="toc-backref" href="#toc-entry-1">Configuration</a></h1>
<p>To configure this module, you need to:</p>
<ol class="arabic simple">
<li>Edit or create new channels.</li>
Expand All @@ -410,7 +406,7 @@ <h2><a class="toc-backref" href="#toc-entry-1">Configuration</a></h2>
<li>Edit or create new tags.</li>
</ol>
<div class="section" id="channels">
<h3><a class="toc-backref" href="#toc-entry-2">Channels</a></h3>
<h2><a class="toc-backref" href="#toc-entry-2">Channels</a></h2>
<ol class="arabic simple">
<li>Go to <em>Helpdesk &gt; Configuration &gt; Channels</em> to edit or create new
channels.</li>
Expand All @@ -421,7 +417,7 @@ <h3><a class="toc-backref" href="#toc-entry-2">Channels</a></h3>
<p><img alt="image1" src="https://raw.githubusercontent.com/OCA/helpdesk/18.0/helpdesk_mgmt/static/description/Channels.PNG" /></p>
</div>
<div class="section" id="categories">
<h3><a class="toc-backref" href="#toc-entry-3">Categories</a></h3>
<h2><a class="toc-backref" href="#toc-entry-3">Categories</a></h2>
<ol class="arabic simple">
<li>Go to <em>Helpdesk &gt; Configuration &gt; Categories</em> to edit or create new
categories.</li>
Expand All @@ -432,7 +428,7 @@ <h3><a class="toc-backref" href="#toc-entry-3">Categories</a></h3>
<p><img alt="image2" src="https://raw.githubusercontent.com/OCA/helpdesk/18.0/helpdesk_mgmt/static/description/Categories.PNG" /></p>
</div>
<div class="section" id="stages">
<h3><a class="toc-backref" href="#toc-entry-4">Stages</a></h3>
<h2><a class="toc-backref" href="#toc-entry-4">Stages</a></h2>
<ol class="arabic simple">
<li>Go to <em>Helpdesk &gt; Configuration &gt; Stages</em> to edit or create new
stages.</li>
Expand All @@ -451,7 +447,7 @@ <h3><a class="toc-backref" href="#toc-entry-4">Stages</a></h3>
in the list view.</p>
</div>
<div class="section" id="teams">
<h3><a class="toc-backref" href="#toc-entry-5">Teams</a></h3>
<h2><a class="toc-backref" href="#toc-entry-5">Teams</a></h2>
<ol class="arabic simple">
<li>Go to <em>Helpdesk &gt; Configuration &gt; Teams</em> to edit or create new teams.</li>
<li>Edit or create a new team.</li>
Expand All @@ -462,7 +458,7 @@ <h3><a class="toc-backref" href="#toc-entry-5">Teams</a></h3>
<p><img alt="image4" src="https://raw.githubusercontent.com/OCA/helpdesk/18.0/helpdesk_mgmt/static/description/Teams.PNG" /></p>
</div>
<div class="section" id="tags">
<h3><a class="toc-backref" href="#toc-entry-6">Tags</a></h3>
<h2><a class="toc-backref" href="#toc-entry-6">Tags</a></h2>
<ol class="arabic simple">
<li>Go to <em>Helpdesk &gt; Configuration &gt; Ticket Tags</em> to edit or create new
tags.</li>
Expand All @@ -474,7 +470,7 @@ <h3><a class="toc-backref" href="#toc-entry-6">Tags</a></h3>
<p><img alt="image5" src="https://raw.githubusercontent.com/OCA/helpdesk/18.0/helpdesk_mgmt/static/description/Tags.PNG" /></p>
</div>
<div class="section" id="permissions">
<h3><a class="toc-backref" href="#toc-entry-7">Permissions</a></h3>
<h2><a class="toc-backref" href="#toc-entry-7">Permissions</a></h2>
<p>There are restrictions to read tickets according to the user’s
permissions set in Helpdesk.</p>
<ol class="arabic simple">
Expand All @@ -487,9 +483,19 @@ <h3><a class="toc-backref" href="#toc-entry-7">Permissions</a></h3>
<li><em>User</em>: User is able to see all the tickets.</li>
</ol>
</div>
<div class="section" id="customer-notifications">
<h2><a class="toc-backref" href="#toc-entry-8">Customer notifications</a></h2>
<p>If you want portal users to receive an email when a ticket is created:</p>
<ol class="arabic simple">
<li>Enable debug mode</li>
<li>Open the “Ticket Created” subtype in Settings &gt; Technical &gt; Discuss &gt;
Subtypes</li>
<li>Enable the <tt class="docutils literal">Default</tt> flag</li>
</ol>
</div>
</div>
<div class="section" id="usage">
<h2><a class="toc-backref" href="#toc-entry-8">Usage</a></h2>
<h1><a class="toc-backref" href="#toc-entry-9">Usage</a></h1>
<ol class="arabic simple">
<li>Go to <em>Helpdesk</em> or <em>Helpdesk &gt; Dashboard</em> to see the tickets
dashboard</li>
Expand All @@ -513,7 +519,7 @@ <h2><a class="toc-backref" href="#toc-entry-8">Usage</a></h2>
<p><img alt="Tickets01" src="https://raw.githubusercontent.com/OCA/helpdesk/18.0/helpdesk_mgmt/static/description/Tickets01.PNG" /> <img alt="Tickets02" src="https://raw.githubusercontent.com/OCA/helpdesk/18.0/helpdesk_mgmt/static/description/Tickets02.PNG" /></p>
</div>
<div class="section" id="known-issues-roadmap">
<h2><a class="toc-backref" href="#toc-entry-9">Known issues / Roadmap</a></h2>
<h1><a class="toc-backref" href="#toc-entry-10">Known issues / Roadmap</a></h1>
<ul class="simple">
<li>Add a tour feature similar to what the <tt class="docutils literal">project</tt> module defines to
discover projects / tasks.</li>
Expand All @@ -523,17 +529,17 @@ <h2><a class="toc-backref" href="#toc-entry-9">Known issues / Roadmap</a></h2>
</ul>
</div>
<div class="section" id="bug-tracker">
<h2><a class="toc-backref" href="#toc-entry-10">Bug Tracker</a></h2>
<h1><a class="toc-backref" href="#toc-entry-11">Bug Tracker</a></h1>
<p>Bugs are tracked on <a class="reference external" href="https://github.com/OCA/helpdesk/issues">GitHub Issues</a>.
In case of trouble, please check there if your issue has already been reported.
If you spotted it first, help us to smash it by providing a detailed and welcomed
<a class="reference external" href="https://github.com/OCA/helpdesk/issues/new?body=module:%20helpdesk_mgmt%0Aversion:%2018.0%0A%0A**Steps%20to%20reproduce**%0A-%20...%0A%0A**Current%20behavior**%0A%0A**Expected%20behavior**">feedback</a>.</p>
<p>Do not contact contributors directly about support or help with technical issues.</p>
</div>
<div class="section" id="credits">
<h2><a class="toc-backref" href="#toc-entry-11">Credits</a></h2>
<h1><a class="toc-backref" href="#toc-entry-12">Credits</a></h1>
<div class="section" id="authors">
<h3><a class="toc-backref" href="#toc-entry-12">Authors</a></h3>
<h2><a class="toc-backref" href="#toc-entry-13">Authors</a></h2>
<ul class="simple">
<li>AdaptiveCity</li>
<li>Tecnativa</li>
Expand All @@ -545,7 +551,7 @@ <h3><a class="toc-backref" href="#toc-entry-12">Authors</a></h3>
</ul>
</div>
<div class="section" id="contributors">
<h3><a class="toc-backref" href="#toc-entry-13">Contributors</a></h3>
<h2><a class="toc-backref" href="#toc-entry-14">Contributors</a></h2>
<ul class="simple">
<li><a class="reference external" href="https://www.domatix.com">Domatix</a>:<ul>
<li>Carlos Martínez</li>
Expand Down Expand Up @@ -605,7 +611,7 @@ <h3><a class="toc-backref" href="#toc-entry-13">Contributors</a></h3>
</ul>
</div>
<div class="section" id="maintainers">
<h3><a class="toc-backref" href="#toc-entry-14">Maintainers</a></h3>
<h2><a class="toc-backref" href="#toc-entry-15">Maintainers</a></h2>
<p>This module is maintained by the OCA.</p>
<a class="reference external image-reference" href="https://odoo-community.org">
<img alt="Odoo Community Association" src="https://odoo-community.org/logo.png" />
Expand All @@ -618,6 +624,5 @@ <h3><a class="toc-backref" href="#toc-entry-14">Maintainers</a></h3>
</div>
</div>
</div>
</div>
</body>
</html>
78 changes: 77 additions & 1 deletion helpdesk_mgmt/tests/test_helpdesk_portal.py
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# Copyright 2023 Tecnativa - Víctor Martínez
# License AGPL-3 - See http://www.gnu.org/licenses/agpl-3.0.html
# import odoo.tests
from lxml import etree

from odoo import http
from odoo.tests.common import new_test_user, tagged
from odoo.tests.common import RecordCapturer, new_test_user, tagged
from odoo.tools import html2plaintext

from odoo.addons.base.tests.common import DISABLED_MAIL_CONTEXT, HttpCaseWithUserPortal

Expand Down Expand Up @@ -204,3 +207,76 @@ def _call_close_ticket(self, ticket, stage):
self.assertTrue(resp.is_redirect) # http://127.0.0.1:8069/my/ticket/<ticket-id>
self.assertTrue(resp.headers["Location"].endswith(f"/my/ticket/{ticket.id}"))
return resp

def _assert_html_shows_ticket_link(self, html_content, ticket):
content_html = etree.fromstring(html_content, parser=etree.HTMLParser())
for link in content_html.xpath("//a"):
if ticket.access_token in link.get("href"):
ticket_link = link
break
else:
self.fail("Link for ticket not found")

# In some cases (no `record_name`) the link is there
# but it contains no visible text, so it is not shown in the email.
for text in ticket_link.itertext():
if html2plaintext(text):
# Could be "View Ticket", <ticket name> or similar
break
else:
self.fail("Link for ticket not shown")

def test_stage_changed_mail_link(self):
"""The stage changed email includes an access link to open the Ticket."""
# Arrange
template = self.env.ref("helpdesk_mgmt.changed_stage_template")
stage = self.env.ref("helpdesk_mgmt.helpdesk_ticket_stage_in_progress")
stage.mail_template_id = template
portal_user = self.user_portal
self.authenticate(portal_user.login, portal_user.login)
with (
RecordCapturer(self.env["helpdesk.ticket"], []) as ticket_catcher,
):
self._submit_ticket()
ticket = ticket_catcher.records

# Act
with RecordCapturer(self.env["mail.mail"], []) as emails_catcher:
ticket.with_context(
mail_notrack=False,
tracking_disable=False,
).stage_id = stage
# Emails are sent in a precommit hook,
# that in tests is usually not executed
self.env.cr.precommit.run()

# Assert
stage_changed_email = emails_catcher.records
self._assert_html_shows_ticket_link(stage_changed_email.body_html, ticket)

def test_create_notification(self):
"""
If the Ticket Creation subtype is Default,
the portal user receives an email on Ticket creation.
"""
# Arrange
creation_subtype = self.env.ref("helpdesk_mgmt.hlp_tck_created")
creation_subtype.default = True
portal_user = self.user_portal
self.authenticate(portal_user.login, portal_user.login)

# Act
with (
RecordCapturer(self.env["mail.mail"], []) as email_catcher,
RecordCapturer(self.env["helpdesk.ticket"], []) as ticket_catcher,
):
self._submit_ticket()

# Assert: The email is for the user that created the ticket
# and shows a link with access token that points to the ticket
ticket = ticket_catcher.records
creation_email = email_catcher.records.filtered(
lambda email, subtype=creation_subtype: email.subtype_id == subtype
)
self.assertIn(portal_user.partner_id, creation_email.recipient_ids)
self._assert_html_shows_ticket_link(creation_email.body_html, ticket)
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