Metadata-Version: 2.1
Name: odoo-addon-helpdesk_mgmt_team_partner
Version: 17.0.1.0.0.4
Requires-Python: >=3.10
Requires-Dist: odoo-addon-helpdesk_mgmt>=17.0dev,<17.1dev
Requires-Dist: odoo>=17.0a,<17.1dev
Summary: Allows dynamic control over which contact (partner_id) on ticket, based on the configuration of the assigned Helpdesk Team (team_id)
Home-page: https://github.com/OCA/helpdesk
License: AGPL-3
Author: Solvosci, Odoo Community Association (OCA)
Author-email: support@odoo-community.org
Classifier: Programming Language :: Python
Classifier: Framework :: Odoo
Classifier: Framework :: Odoo :: 17.0
Classifier: License :: OSI Approved :: GNU Affero General Public License v3
Description-Content-Type: text/x-rst

.. image:: https://odoo-community.org/readme-banner-image
   :target: https://odoo-community.org/get-involved?utm_source=readme
   :alt: Odoo Community Association

============================
Helpdesk Ticket Team Partner
============================

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Overview
========

Allows dynamic control over which contact (partner_id) on ticket, based
on the configuration of the assigned Helpdesk Team (team_id). The logic
works as follows:

- If the team has a default contact, it will fill the contact field with
  that value.
- If the team has a unique contact, only that contact will be available.
- If the team has a list of allowed contacts, only those contacts will
  be available.
- If the team has no restrictions, all contacts will be available.

Use Case
========

This module is designed for organizations that structure their Helpdesk
teams around customers, rather than functional support areas.

A typical use case is a software development or services company where:

- Each customer has a dedicated Helpdesk Team.
- Developers and support agents are assigned to customer-specific teams.
- The Helpdesk dashboard is used to track workload per customer (e.g.
  "Customer X – 4 open tickets").

In this setup, every ticket created for a given team is implicitly
related to a specific customer. However, in standard Odoo, both fields
must still be manually selected:

- Team: Customer X
- Customer: Customer X

This repetition is error-prone and slows down ticket creation.

Module Purpose
==============

The goal of this module is to streamline ticket creation and prevent
inconsistent data by linking Helpdesk Teams to one or more allowed
customers.

Depending on the team configuration, the module can:

- Automatically set a default customer when a team is selected.
- Restrict the customer field to a single allowed customer.
- Restrict the customer field to a predefined list of customers.

As a result:

- Ticket creation is faster.
- The risk of assigning a ticket to the wrong customer is reduced.
- The Helpdesk dashboard remains consistently grouped by customer.

Design Rationale
================

Why the restriction goes from Team to Customer
----------------------------------------------

Unlike more common setups where customers are restricted to specific
teams, this module addresses scenarios where:

- Teams represent customer contexts.
- Agents frequently switch between customer-dedicated teams.
- Correct customer assignment is critical for reporting, dashboards, and
  contractual scope control.

For these scenarios, enforcing customer consistency at the team level is
both intentional and required.

Why a server-side constraint is required
----------------------------------------

The dynamic domain on the customer field is intended as user guidance,
but it is not sufficient to guarantee data consistency.

In standard Odoo behavior, many2one fields allow on-the-fly record
creation. For example, an agent may type a new customer name and press
Enter, creating a new partner that bypasses the UI domain restriction.

For this reason, a server-side constraint is required to ensure that,
when a Helpdesk Team defines an explicit list of allowed customers, no
ticket can be saved with a customer outside that list.

The constraint does not prevent customer creation; it only enforces the
team-to-customer consistency rule at persistence time.

Why Record Rules are not used
-----------------------------

This module does not aim to restrict global access to partners.

Partner availability is contextual and depends on the Helpdesk Team
selected on each ticket. The same user may work with multiple
customer-dedicated teams during the same day.

Record Rules are evaluated at user or group level and are therefore not
well suited for per-record, team-dependent restrictions.

For this reason, the module uses:

- a dynamic domain for user guidance
- a server-side constraint for data consistency

This keeps the implementation simple, predictable, and aligned with
Odoo’s standard interaction patterns.

**Table of contents**

.. contents::
   :local:

Bug Tracker
===========

Bugs are tracked on `GitHub Issues <https://github.com/OCA/helpdesk/issues>`_.
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
`feedback <https://github.com/OCA/helpdesk/issues/new?body=module:%20helpdesk_mgmt_team_partner%0Aversion:%2017.0%0A%0A**Steps%20to%20reproduce**%0A-%20...%0A%0A**Current%20behavior**%0A%0A**Expected%20behavior**>`_.

Do not contact contributors directly about support or help with technical issues.

Credits
=======

Authors
-------

* Solvosci

Contributors
------------

- `Solvos <https://www.solvos.es>`__:

  - Carlos García <carlos.garcia@solvos.es>
  - Dante Pereyra <dante.pereyra@solvos.es>

Maintainers
-----------

This module is maintained by the OCA.

.. image:: https://odoo-community.org/logo.png
   :alt: Odoo Community Association
   :target: https://odoo-community.org

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.

This module is part of the `OCA/helpdesk <https://github.com/OCA/helpdesk/tree/17.0/helpdesk_mgmt_team_partner>`_ project on GitHub.

You are welcome to contribute. To learn how please visit https://odoo-community.org/page/Contribute.
