Odoo 19 Helpdesk Customisation | Feature Overview and Workflow Explanation || Next Technical Code — Transcript

Full transcript

1. 0:01Hello, welcome to my YouTube channel. So
2. 0:05today in this video we will discuss
3. 0:07about the help desk module. Basically
4. 0:09what we do in this video. So for example
5. 0:13uh if you want to add any extra field on
6. 0:16a website form. Okay. Basically I'm
7. 0:19taking a help desk module. Okay. In that
8. 0:22module we I will add the some field on
9. 0:25the front end. So that these fields
10. 0:27would be the drop-down. Okay. like this
11. 0:31field that field data should be come
12. 0:33from the relational field. Okay,
13. 0:35relational object or also uh we will add
14. 0:38a buttons to like reopen the ticket
15. 0:42whenever users customer submit the
16. 0:44ticket and
17. 0:47that detail should be update
18. 0:49automatically and also we will know how
19. 0:52to make a read only field on the portal
20. 0:55side in the form website form. Okay,
21. 0:58basically so first this is the fresh
22. 1:01database. Now we are going to um
23. 1:04application and let's first we install
24. 1:06the application. So let's I'm installing
25. 1:09help desk module. Okay, this is the
26. 1:13default module help desk. So like help
27. 1:16desk module is using for the razor
28. 1:18ticket. Okay. So whenever any customer,
29. 1:22any user, any employee, any query, so
30. 1:25they have to create a ticket from the
31. 1:29portal side. Okay. No one, everyone is
32. 1:32not a internal user. Okay. So, so most
33. 1:35of the employees will be the portal type
34. 1:38of user. So what they are doing? So now
35. 1:41we need to install one more module sub
36. 1:43website. So whenever create a portal
37. 1:46type of user so that user will create
38. 1:50the ticket from the front end side not
39. 1:52only the back end side. Okay.
40. 1:56Now I'm going to install website module.
41. 2:03[clears throat]
42. 2:05So let's one more time clear. So we will
43. 2:08add a relational types of field in a
44. 2:10ticket form. Also the extra character
45. 2:14type field adding the and we will set
46. 2:16the default values in the field how will
47. 2:19we set. Okay. And also one more thing uh
48. 2:22how to make the uh read only field on
49. 2:25the portal side. Okay. So once we will
50. 2:29add the fields on the ticket form. So
51. 2:32that field value need to capture in the
52. 2:34back end. Okay. So little bit JS part
53. 2:37and the little bit is the Python. So
54. 2:40already I write the already everything
55. 2:42code. Okay only I will explain to you
56. 2:45what code will be used for the which
57. 2:48purpose. Okay. So let's explain to you
58. 2:51one by one. Okay. Uh now we are
59. 2:54installed the help desk module and
60. 2:56second is the website module. Now I'm
61. 2:58going to start. Okay.
62. 3:06[snorts]
63. 3:14So basically I'm creating a website.
64. 3:17What is there here the form? Okay. About
65. 3:21us
66. 3:23and help desk appointment. So these
67. 3:26menus should be there. Now build our
68. 3:29website. So once I click on the build
69. 3:31our website this is the first time
70. 3:33configuration but today is center to how
71. 3:36customization on the portal site. Okay
72. 3:42if you need a consultation or videos on
73. 3:45the help desk module I will create on
74. 3:47that or if you want to another module of
75. 3:50the uh for the consultation I will also
76. 3:53create. I'm a software engineer.
77. 3:55Basically, my position is right now is a
78. 3:58team lead.
79. 4:01[snorts]
80. 4:06So, let's wait for a minute. This
81. 4:09activating a lost feature.
82. 4:17Let's
83. 4:19Okay, you can
84. 4:22make a speed up for the this process.
85. 4:26Okay, once is completed then you can
86. 4:28continue in a normal speed. Okay,
87. 4:36first I will show you the default form
88. 4:38how we'll see okay or when I submit the
89. 4:41ticket how will reflect in the back end
90. 4:43side what value should be there. Okay,
91. 4:50see this is our website. Okay, so here
92. 4:53you can see the menu help. Okay, so now
93. 4:57click on one more make a duplicate.
94. 4:59Okay, so in that I'm going to the help
95. 5:02desk.
96. 5:05Okay, so basically let's see here the
97. 5:08one uh team is created customer care.
98. 5:11Okay. So here
99. 5:15so once I click on the help menu so that
100. 5:18form will be open. Okay. So like I am
101. 5:22login with the administrator user. So
102. 5:25that's why my name is coming. If
103. 5:27anything detail is there then then
104. 5:30details should be come automatically. So
105. 5:32this is the default functionality. Now
106. 5:34what will we do? So like I will add one
107. 5:38more column here the employee. Okay.
108. 5:40employee name with the code. Okay. After
109. 5:42that the like a category subcategory.
110. 5:45Okay. Subcategory will be
111. 5:48showing here based on the main category.
112. 5:51Okay. So like a parent and child concept
113. 5:54here. Okay. After that now I will rename
114. 5:57this label. How will rename the label?
115. 5:59Here the field like ask your question. I
116. 6:02will rename this label to H description.
117. 6:06Also if when I click on the submit
118. 6:08button. So here the sum field is a
119. 6:10required. So uh I will add I I will also
120. 6:15make a required field the attachment.
121. 6:17Okay. So whenever submit the ticket
122. 6:19attachment should be required. So let's
123. 6:21see how we will do. So maybe video
124. 6:25little bit uh large but my motive is you
125. 6:30will understand the customization. Let's
126. 6:32start the customization.
127. 6:35Okay. So this is the default feature.
128. 6:38Let me show you the once more ticket.
129. 6:41So here is a no ticket. Okay. So let's
130. 6:45me erase from the front end side. So
131. 6:47let's my phone number I'm writing a
132. 6:49dummy number. This is not my number.
133. 6:51Okay.
134. 6:54Now email address admin example.com
135. 6:58company uh ABC
136. 7:02and subject
137. 7:08repair
138. 7:11my phone
139. 7:14or laptop
140. 7:16repair my PC you can write here. Okay.
141. 7:20After that the question
142. 7:24please
143. 7:25do it
144. 7:28soon. Please do it
145. 7:32before before of
146. 7:3710th number. Okay. And then click on the
147. 7:40submit. Once I click on the submit my
148. 7:43ticket number is a 401. So this is my
149. 7:46ticket. Okay. Once I click on the
150. 7:48ticket, so that ticket will be opening
151. 7:51here. So also I will add here the one
152. 7:53more button. Okay. So like a reopen once
153. 7:56for example your ticket is sold. So once
154. 7:59the ticket is sold so you have to maybe
155. 8:02customer will say uh reopen the ticket.
156. 8:05Okay. And further the query like your
157. 8:08query for example you something
158. 8:10delivered to the customer. Okay. And
159. 8:12some item is not uh completely to
160. 8:16deliver the customer. customer uh raise
161. 8:19a ticket saying the item is not um
162. 8:24delivered properly. So you have to
163. 8:26reopen the ticket. Okay. So customer
164. 8:29also can reopen the ticket and you also
165. 8:31can do it. Okay. So once I click on the
166. 8:33ticket menu so here you can see all the
167. 8:36numbers of the ticket raised. Okay. Here
168. 8:41also one more button I will add here
169. 8:43also in this form. Okay. So every when I
170. 8:47click any buttons or any link so every
171. 8:50form will be the different. [laughter]
172. 8:52Okay. So this is the template. So
173. 8:54basically this is the template once I
174. 8:56click on here. So this is the template.
175. 8:58This is the different template and this
176. 9:00is the different template. Once I click
177. 9:02on the help desk menu and this is the
178. 9:04form template. This is the end different
179. 9:07template. Okay. So which uh ticket I
180. 9:10raise right now. So let me show you in
181. 9:13the from back end side. So back end side
182. 9:16we will see this ticket. Okay.
183. 9:20Okay. Got it. So this ticket will be so
184. 9:24now. So basically what I do? So I will
185. 9:28create a master data for the subcategory
186. 9:30and subcategory. Okay.
187. 9:36Now and I will add also field here.
188. 9:39Okay. So let's me going to in the back
189. 9:43end side this is the order 19 version
190. 9:46I'm doing the work on the 19 version. So
191. 9:49basically I'm created one module help
192. 9:52desk. So some creating the controller
193. 9:55and the data uh folder and the models
194. 9:59and the security and the static in the
195. 10:02JS file and now the uh file. So I will
196. 10:06explain one by one. Okay. So let's me
197. 10:10install the first module. So that time
198. 10:12you will be clear what uh feature will
199. 10:16be useful to this. Okay. So let's
200. 10:21install the module.
201. 10:23Now click on the duplicates.
202. 10:26Now go to the applications. Once I go to
203. 10:29application activate the developer mode
204. 10:32once I activated the developer mode then
205. 10:35here the some feature will enable. If
206. 10:37you developer you will know. Click on
207. 10:39the update. My custom model will be list
208. 10:41down here. Okay. And then find out help
209. 10:46desk custom.
210. 10:49Okay. Custom.
211. 10:53[snorts and laughter]
212. 10:54Let's find out my module. Where is my
213. 10:56module?
214. 10:58Okay. Still not coming. Help desk
215. 11:02custom. Okay. I think path is missing in
216. 11:06the configuration file custom add-ons
217. 11:10path. Let me copy.
218. 11:12Okay, put it here and restart the again.
219. 11:17Once I restart then refresh the page and
220. 11:20click on again update application list.
221. 11:24Okay, once I click on the update
222. 11:26application list
223. 11:31help desk custom. So my model is coming
224. 11:35here. Then click on the activate.
225. 11:50Okay.
226. 11:52Uh some error is coming here.
227. 11:55So system is saying okay cannot miss
228. 12:00cannot update the missing record. Okay I
229. 12:03got it. I explain to you why why is
230. 12:05coming here. So basically
231. 12:08this I worked on this module so that's
232. 12:11why I know. So here I'm going to here
233. 12:15the help desk module. So once I click on
234. 12:18the help desk team. Okay. Basically
235. 12:21currently right now is a one team. Okay,
236. 12:24if I'm going to in the web, if here the
237. 12:2810 team is created in the system. Okay,
238. 12:31so if 10 team is created in the system,
239. 12:34so what we here system will create
240. 12:39dynamically template. Okay, system will
241. 12:42generate the dynamically template to
242. 12:44show here. So this template is a only
243. 12:48one template. Once you install the
244. 12:50module and you will create the team. So
245. 12:54template will be created dynamically and
246. 12:57the dynamically ID will be
247. 13:01like this. Team form 9, team form one,
248. 13:04team form two, how many team is created?
249. 13:09Uh this is the static and this is the
250. 13:13team ID. Okay. So uh help desk team wise
251. 13:17I template will be created. Okay. Now
252. 13:20I'm going to here
253. 13:23click on copy. So how will solve? Go to
254. 13:27the duplicate. Once I click on duplicate
255. 13:30activate the developer mode then help
256. 13:33task. Go to the settings.
257. 13:37After that here then here is find out
258. 13:39the views.
259. 13:41Okay here the views. Once I click on the
260. 13:44views and filter out the view
261. 13:47architectures.
262. 13:49Okay. So here is the team Y is the form
263. 13:52view is the team one. Okay. This is the
264. 13:57template. Okay. This template I will
265. 14:00override I want to basically I I I
266. 14:03override this template with this ID.
267. 14:06Okay.
268. 14:08before override this ID, we have to no
269. 14:11update true. Where are we have to go? We
270. 14:14have to go here the external identifier.
271. 14:18Once I go to the external identifier,
272. 14:20here the here is the one check box is
273. 14:23the no update. Okay, it means once you
274. 14:26create the template there is the data
275. 14:28equals to no update. No update if you
276. 14:31tick true. So template only once time
277. 14:34only created in the system. Okay. If you
278. 14:37untick so whenever you upgrade the
279. 14:39module template will be created again
280. 14:42and again. Okay.
281. 14:45Now go to the module.
282. 14:48So here go to the waves folder here the
283. 14:53templates. So I uh everything is right
284. 14:58here the related of the templates. Okay.
285. 15:01So this template ID.
286. 15:05Okay. If you want, if I show you the
287. 15:08default template. Okay, let's show you
288. 15:11the default template.
289. 15:14So this is the see see this is the
290. 15:18default template. Default template ID
291. 15:21this one. Okay, this is the default
292. 15:23template ID. If you check here the
293. 15:25enterprise website help desk and view
294. 15:28here the help desk template. This is the
295. 15:30base module. Okay, if you search this ID
296. 15:34in the Python,
297. 15:36okay, in the Python, so whenever you
298. 15:39create a new team, so this function will
299. 15:42be called automatically. And here is the
300. 15:45come the base template. If you create
301. 15:48the five help team, then the five
302. 15:52template will be created dynamically.
303. 15:56Okay. So then this is the external ID
304. 16:00will be create for the team wise. Okay.
305. 16:04So I hope the this is you understand how
306. 16:08will override how will inherit the
307. 16:11existing template. Basically I override
308. 16:14the existing template because I
309. 16:18edit too much things in the template
310. 16:21that's why I'm in override. Okay. If I
311. 16:25only I uh if only uh I want to add only
312. 16:28one field then I will inherit. Okay.
313. 16:32[snorts]
314. 16:33So now we are updated.
315. 16:37Okay. So now start and again install the
316. 16:41module.
317. 16:43Okay. Go to the applications. Click on
318. 16:46close. Then click on the activate.
319. 16:50Okay. Let's wait to install the modules.
320. 16:55Okay, my module is installed
321. 16:57successfully. Okay, let's show you how
322. 17:00many features is coming in the help desk
323. 17:03module. Okay, what were the
324. 17:06customization? Okay, now
325. 17:09so this is the help desk module.
326. 17:12Now refresh this is the help desk
327. 17:14module. Click on the help desk. So if
328. 17:17I'm going to here the so here you can
329. 17:21see the category then subcategory.
330. 17:25Okay. So and also the claimed reason. So
331. 17:30once this is the custom like if I'm
332. 17:33creating a like uh [snorts]
333. 17:36um category main category or subcategory
334. 17:39should be like uh uh hardware
335. 17:44hardware
336. 17:47this is the main category this category
337. 17:49will be so in the customer also give the
338. 17:52company drop-down here okay one category
339. 17:56I created okay also So now
340. 18:00regarding the software software.
341. 18:04So second is the software category I
342. 18:07created. So this is the main category.
343. 18:10Okay. Main category
344. 18:13created in the team. If you have
345. 18:15multiple team then you can choose here
346. 18:17according to the which team which
347. 18:19category should be so in the portal
348. 18:21side. Okay. After that going to the
349. 18:24subcategory. So now create a subcategory
350. 18:28hardware like a RAM.
351. 18:32So this category subcategory come in the
352. 18:36hardware in the company this. Okay.
353. 18:39Second here is the like a camera.
354. 18:44Camera should be coming in the hardware.
355. 18:48Okay. Third let's I want to create a
356. 18:52Instagram
357. 18:54software update
358. 18:57software
359. 18:58update
360. 19:01version
361. 19:03okay this will become here in the this
362. 19:06category let's see okay save I created
363. 19:10the two categories
364. 19:13main cate category and the subcategory
365. 19:15after that the going to the tickets okay
366. 19:18this ticket uh created uh in the from
367. 19:21the portal side. Okay. So here you can
368. 19:24see the employee. So employee will
369. 19:27become automatically from the customer.
370. 19:30So [snorts] if I'm going to the uh user
371. 19:34so like if I'm going to the contact
372. 19:39okay let's one more module need to
373. 19:41install the contact
374. 19:51okay here I'm install the contact module
375. 19:54so here the contact module if I'm going
376. 19:57to the customer so uh here write admin
377. 20:02with Gmail basically gmail gm.com
378. 20:08basically I'm right here the admin
379. 20:10nothing else okay let's save
380. 20:14activate the developer mode
381. 20:18okay once I activated the developer mode
382. 20:24okay
383. 20:26this
384. 20:30Okay, after that now going to the
385. 20:32employee.
386. 20:35So here is the admin employee. Go to the
387. 20:38H settings. Once I going to the setting
388. 20:41here, we need to link the employee to
389. 20:43the users. Okay, here the uses link with
390. 20:48this user also. Here there's the base ID
391. 20:52basically the code employee code
392. 20:56basically you can as a use for the
393. 20:58employee code. Once I click on the
394. 21:00generate [snorts]
395. 21:03admin code automatically will be
396. 21:05generated. So here you can see
397. 21:08first come the employee code after that
398. 21:10the employee name. Okay. Now going to
399. 21:14the help desk module.
400. 21:17Okay. Here you can see all the tickets.
401. 21:19Once ticket is open. So here you can see
402. 21:24employee after that the category
403. 21:28then subcategory
404. 21:30okay after that the assigned to this
405. 21:34ticket will be assigned and what
406. 21:36description you write in the uh ticket
407. 21:39time raise that will be message coming
408. 21:41here. Okay now click on the save. So for
409. 21:46example uh your query will be in in
410. 21:49progress then click on the in progress
411. 21:51or maybe some equipment is not there in
412. 21:54the warehouse so you can put the ticket
413. 21:58is on hold then it will be going to the
414. 22:00hold. Okay once the ticket is sold so
415. 22:04here you can see the reopen button. This
416. 22:07button also showing on the portal side.
417. 22:09Okay, once I click on the reopen button,
418. 22:12so system is saying reopen state is not
419. 22:15there. So first we have to create the
420. 22:18stage here. Let's
421. 22:21reopen.
422. 22:24Okay, now this will be showing here.
423. 22:28Okay, now I'm going to the old ticket.
424. 22:31Open the ticket. Now click on the reopen
425. 22:33button. Once I click on the reopen
426. 22:36button my lead
427. 22:39sorry my ticket reopen again. So here
428. 22:41you can see stat is change reopen. Okay
429. 22:44for example ticket is reopen after that
430. 22:47is sold. Okay again customer again want
431. 22:52he want to reopen the ticket once click
432. 22:55on the reopen. So then second time mail
433. 22:59will trigger to the customer users who
434. 23:02is the responsible of the ticket who is
435. 23:05the manager of the ticket team. So that
436. 23:07mail will be go to the manager. This
437. 23:11manager you can define in the teams. So
438. 23:14in the if you go to the help desk teams
439. 23:17and open the team here is the manager
440. 23:20you can define the manager here. Okay.
441. 23:24So this is the manager. Now go to the
442. 23:27help tab. So manager automatically
443. 23:30coming here. Okay.
444. 23:34Now
445. 23:37going to the portal side. Now I'm click
446. 23:40on the help desk.
447. 23:44Okay.
448. 23:48Now go to here
449. 23:50tickets.
450. 23:52Now I want to raise the ticket. Okay.
451. 23:56System what I do here? So currently
452. 24:02I'm allowing only to raise a ticket only
453. 24:05portal type user. So now I'm going to
454. 24:09remove this part for now.
455. 24:13Okay. Let me upgrade from the back end.
456. 24:20Okay. First in this video basically I
457. 24:23explain to the what I customize here and
458. 24:26in the second video I will show you the
459. 24:29code one by one. Okay. Otherwise the
460. 24:32video will be long.
461. 24:36Okay. [snorts] So I have created the
462. 24:39module. So once I refresh the page. So
463. 24:41here you can see first is the employee
464. 24:43name is automatically coming because the
465. 24:46user is link. Okay. After that here the
466. 24:49phone number. phone number I'm not put
467. 24:51it I didn't put then after that the
468. 24:54email address email address I put the
469. 24:56admin after that the company then the
470. 24:59employee company is automatically coming
471. 25:02with the employee like as basically the
472. 25:04user so user company is coming
473. 25:07automatically after that the category
474. 25:09see if I click here the subcategory
475. 25:12nothing is showing once I click on the
476. 25:14hardware so in the subcategory will be
477. 25:17showing which is come inside the
478. 25:19hardware ware. Okay. If I select here
479. 25:21the software then here will be
480. 25:24subcategory will be solving the related
481. 25:27of the subcategory um according to the
482. 25:30main category what you select in the
483. 25:33this. Okay. After that the message.
484. 25:36Okay.
485. 25:41Update version
486. 25:4426. Okay. Description. Description.
487. 25:48After that you once I click on here so
488. 25:52also this is the required I created the
489. 25:56required so let's I'm creating here and
490. 26:01put it here then click on the submit a
491. 26:05tickets okay once I click on submit a
492. 26:07ticket is a second ticket I submitted
493. 26:10okay also you can see here the
494. 26:12attachment here and description now
495. 26:16for example now I'm going to the second
496. 26:18side. So second ticket is also sold.
497. 26:23Okay. Once ticket is sold, now going to
498. 26:25the porter side. So reopen button also
499. 26:29you can see here also. After that reopen
500. 26:33button also can see here. Once you click
501. 26:35on the reopen buttons, so your ticket
502. 26:39will be reopen. Okay. Then you can
503. 26:42communicate with the user uh your team
504. 26:45who is the support team. after that you
505. 26:48can get the solution properly. So
506. 26:51basically in this video I show you the
507. 26:53what I customize in this module. So this
508. 26:56customization I will show you in the
509. 26:58next video how will you customize.
510. 27:01Basically I added here the buttons
511. 27:05one button here and also the here and
512. 27:08one column is added here and actions
513. 27:11once I going to help desk menu. So here
514. 27:15you can see extra fields. Okay. Once I
515. 27:19going to the back end side. So you can
516. 27:22see here the employee automatically
517. 27:24coming all the details is coming
518. 27:25automatically. Descriptions is coming
519. 27:28automatically from the portal side.
520. 27:31Okay.
521. 27:33So thank you. In this video basically in
522. 27:36this video I explained to the what I
523. 27:38customized. Okay. Next video in the on
524. 27:42in the whole help desk module I will
525. 27:44show you the code okay every file. Thank
526. 27:48you.