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[MIG] helpdesk_mgmt_assign_method: Migration to 19.0
Module last present on 17.0 (skipped on 18.0). Adaptations for Odoo 19: - @api.model_create_multi on helpdesk.ticket.create - _read_group instead of read_group for balanced assignment - tracking_disable in tests
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‎helpdesk_mgmt_assign_method/README.rst‎

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.. image:: https://odoo-community.org/readme-banner-image
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:target: https://odoo-community.org/get-involved?utm_source=readme
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:alt: Odoo Community Association
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===========================
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Helpdesk Mgmt Assign Method
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===========================
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..
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!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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!! This file is generated by oca-gen-addon-readme !!
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!! changes will be overwritten. !!
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!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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!! source digest: sha256:801b3c6c99d8b6c04f1f4be1541e97c256d0c96b0574a5c25673af9d72f0f15d
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!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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.. |badge1| image:: https://img.shields.io/badge/maturity-Beta-yellow.png
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:target: https://odoo-community.org/page/development-status
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:alt: Beta
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.. |badge2| image:: https://img.shields.io/badge/license-AGPL--3-blue.png
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:target: http://www.gnu.org/licenses/agpl-3.0-standalone.html
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:alt: License: AGPL-3
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.. |badge3| image:: https://img.shields.io/badge/github-OCA%2Fhelpdesk-lightgray.png?logo=github
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:target: https://github.com/OCA/helpdesk/tree/19.0/helpdesk_mgmt_assign_method
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:alt: OCA/helpdesk
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.. |badge4| image:: https://img.shields.io/badge/weblate-Translate%20me-F47D42.png
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:target: https://translation.odoo-community.org/projects/helpdesk-19-0/helpdesk-19-0-helpdesk_mgmt_assign_method
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:alt: Translate me on Weblate
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.. |badge5| image:: https://img.shields.io/badge/runboat-Try%20me-875A7B.png
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:target: https://runboat.odoo-community.org/builds?repo=OCA/helpdesk&target_branch=19.0
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:alt: Try me on Runboat
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|badge1| |badge2| |badge3| |badge4| |badge5|
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This module adds advanced ticket assignment methods to Odoo Helpdesk
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teams. You can configure each team to assign tickets manually, randomly,
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balanced (least open tickets), or sequentially (round-robin). Automatic
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assignment only works if users are assigned to the team. The responsible
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user is set automatically when creating or updating tickets, improving
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workflow and team efficiency.
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**Table of contents**
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.. contents::
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:local:
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Usage
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=====
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1. Go to *Helpdesk > Teams* and select or create a team.
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2. In the team form, choose the **Assignment Method**: Manual, Randomly,
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Balanced, or Sequential.
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3. Add users to the team (required for automatic assignment).
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4. Save the team.
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When creating a new ticket (from Kanban or form view):
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- Select the team for the ticket.
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- The responsible user will be automatically assigned based on the
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team's assignment method:
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- **Manual**: No automatic assignment; you must select the user
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manually.
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- **Randomly**: The ticket is assigned to a team member in a fair
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random order.
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- **Balanced**: The ticket is assigned to the user with the fewest
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open tickets.
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- **Sequential**: The ticket is assigned in round-robin order among
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team members.
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Note:
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- If no users are assigned to the team, only the manual method is
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available.
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- Changing the team on a ticket will re-trigger the assignment logic.
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Bug Tracker
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===========
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Bugs are tracked on `GitHub Issues <https://github.com/OCA/helpdesk/issues>`_.
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In case of trouble, please check there if your issue has already been reported.
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If you spotted it first, help us to smash it by providing a detailed and welcomed
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`feedback <https://github.com/OCA/helpdesk/issues/new?body=module:%20helpdesk_mgmt_assign_method%0Aversion:%2019.0%0A%0A**Steps%20to%20reproduce**%0A-%20...%0A%0A**Current%20behavior**%0A%0A**Expected%20behavior**>`_.
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Do not contact contributors directly about support or help with technical issues.
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Credits
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=======
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Authors
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-------
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* Escodoo
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Contributors
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------------
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- `Escodoo <https://www.escodoo.com.br>`__:
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- Marcel Savegnago <marcel.savegnago@escodoo.com.br>
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- Kaynnan Lemes <kaynnan.lemes@escodoo.com.br>
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Maintainers
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-----------
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This module is maintained by the OCA.
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.. image:: https://odoo-community.org/logo.png
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:alt: Odoo Community Association
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:target: https://odoo-community.org
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OCA, or the Odoo Community Association, is a nonprofit organization whose
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mission is to support the collaborative development of Odoo features and
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promote its widespread use.
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This module is part of the `OCA/helpdesk <https://github.com/OCA/helpdesk/tree/19.0/helpdesk_mgmt_assign_method>`_ project on GitHub.
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You are welcome to contribute. To learn how please visit https://odoo-community.org/page/Contribute.

‎helpdesk_mgmt_assign_method/__init__.py‎

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from . import models

‎helpdesk_mgmt_assign_method/__manifest__.py‎

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# Copyright 2025 - TODAY, Escodoo
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# License AGPL-3.0 or later (https://www.gnu.org/licenses/agpl).
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{
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"name": "Helpdesk Mgmt Assign Method",
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"summary": """
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Helpdesk Assign Method""",
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"version": "19.0.1.0.0",
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"license": "AGPL-3",
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"category": "After-Sales",
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"author": "Escodoo, Odoo Community Association (OCA)",
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"website": "https://github.com/OCA/helpdesk",
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"depends": [
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"helpdesk_mgmt",
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],
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"data": [
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"views/helpdesk_ticket_team.xml",
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],
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}

‎helpdesk_mgmt_assign_method/i18n/helpdesk_mgmt_assign_method.pot‎

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# Translation of Odoo Server.
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# This file contains the translation of the following modules:
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# * helpdesk_mgmt_assign_method
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#
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msgid ""
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msgstr ""
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"Project-Id-Version: Odoo Server 17.0\n"
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"Report-Msgid-Bugs-To: \n"
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"Last-Translator: \n"
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"Language-Team: \n"
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"MIME-Version: 1.0\n"
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"Content-Type: text/plain; charset=UTF-8\n"
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"Content-Transfer-Encoding: \n"
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"Plural-Forms: \n"
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model.fields,field_description:helpdesk_mgmt_assign_method.field_helpdesk_ticket_team__assign_method
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msgid "Assignation Method"
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msgstr ""
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model.fields,help:helpdesk_mgmt_assign_method.field_helpdesk_ticket_team__assign_method
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msgid ""
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"Automatic assignation method for new tickets:\n"
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"Manually: manual\n"
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"Randomly: randomly but everyone gets the same amount\n"
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"Balanced: to the person with the least amount of open tickets\n"
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"Sequential: ensuring an even distribution among team members"
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msgstr ""
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model.fields.selection,name:helpdesk_mgmt_assign_method.selection__helpdesk_ticket_team__assign_method__balanced
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msgid "Balanced"
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msgstr ""
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model,name:helpdesk_mgmt_assign_method.model_helpdesk_ticket
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msgid "Helpdesk Ticket"
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msgstr ""
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model,name:helpdesk_mgmt_assign_method.model_helpdesk_ticket_team
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msgid "Helpdesk Ticket Team"
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msgstr ""
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model.fields.selection,name:helpdesk_mgmt_assign_method.selection__helpdesk_ticket_team__assign_method__manual
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msgid "Manually"
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msgstr ""
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model.fields.selection,name:helpdesk_mgmt_assign_method.selection__helpdesk_ticket_team__assign_method__randomly
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msgid "Randomly"
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msgstr ""
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model.fields.selection,name:helpdesk_mgmt_assign_method.selection__helpdesk_ticket_team__assign_method__sequential
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msgid "Sequential"
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msgstr ""
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#. module: helpdesk_mgmt_assign_method
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#. odoo-python
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#: code:addons/helpdesk_mgmt_assign_method/models/helpdesk_ticket_team.py:0
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#, python-format
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msgid "You must have team members assigned to change the assignation method."
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msgstr ""

‎helpdesk_mgmt_assign_method/i18n/it.po‎

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# Translation of Odoo Server.
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# This file contains the translation of the following modules:
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# * helpdesk_mgmt_assign_method
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#
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msgid ""
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msgstr ""
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"Project-Id-Version: Odoo Server 16.0\n"
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"Report-Msgid-Bugs-To: \n"
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"PO-Revision-Date: 2025-11-21 12:42+0000\n"
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"Last-Translator: mymage <stefano.consolaro@mymage.it>\n"
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"Language-Team: none\n"
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"Language: it\n"
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"MIME-Version: 1.0\n"
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"Content-Type: text/plain; charset=UTF-8\n"
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"Content-Transfer-Encoding: \n"
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"Plural-Forms: nplurals=2; plural=n != 1;\n"
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"X-Generator: Weblate 5.10.4\n"
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model.fields,field_description:helpdesk_mgmt_assign_method.field_helpdesk_ticket_team__assign_method
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msgid "Assignation Method"
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msgstr "Metodo assegnazione"
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model.fields,help:helpdesk_mgmt_assign_method.field_helpdesk_ticket_team__assign_method
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msgid ""
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"Automatic assignation method for new tickets:\n"
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"Manually: manual\n"
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"Randomly: randomly but everyone gets the same amount\n"
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"Balanced: to the person with the least amount of open tickets\n"
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"Sequential: ensuring an even distribution among team members"
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msgstr ""
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"Metodo di assegnazione automatica per i nuovi ticket:\n"
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"Manuale: manuale\n"
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"Casuale: in modo casuale, ma tutti ricevono la stessa quantità\n"
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"Bilanciato: alla persona con il minor numero di ticket aperti\n"
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"Sequenziale: per garantire una distribuzione uniforme tra i membri del team"
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model.fields.selection,name:helpdesk_mgmt_assign_method.selection__helpdesk_ticket_team__assign_method__balanced
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msgid "Balanced"
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msgstr "Bilanciato"
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model,name:helpdesk_mgmt_assign_method.model_helpdesk_ticket
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msgid "Helpdesk Ticket"
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msgstr "Ticket assistenza clienti"
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model,name:helpdesk_mgmt_assign_method.model_helpdesk_ticket_team
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msgid "Helpdesk Ticket Team"
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msgstr "Team ticket assistenza clienti"
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model.fields.selection,name:helpdesk_mgmt_assign_method.selection__helpdesk_ticket_team__assign_method__manual
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msgid "Manually"
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msgstr "Manualmente"
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model.fields.selection,name:helpdesk_mgmt_assign_method.selection__helpdesk_ticket_team__assign_method__randomly
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msgid "Randomly"
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msgstr "A caso"
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#. module: helpdesk_mgmt_assign_method
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#: model:ir.model.fields.selection,name:helpdesk_mgmt_assign_method.selection__helpdesk_ticket_team__assign_method__sequential
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msgid "Sequential"
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msgstr "Sequenziale"
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#. module: helpdesk_mgmt_assign_method
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#. odoo-python
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#: code:addons/helpdesk_mgmt_assign_method/models/helpdesk_ticket_team.py:0
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#, python-format
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msgid "You must have team members assigned to change the assignation method."
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msgstr ""
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"Bisogna avere i membri dei team assegnati per modificare il metodo di "
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"assegnazione."

‎helpdesk_mgmt_assign_method/models/__init__.py‎

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from . import helpdesk_ticket_team
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from . import helpdesk_ticket

‎helpdesk_mgmt_assign_method/models/helpdesk_ticket.py‎

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# Copyright 2025 - TODAY, Kaynnan Lemes <kaynnan.lemes@escodoo.com.br>
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# License AGPL-3.0 or later (https://www.gnu.org/licenses/agpl).
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from odoo import api, models
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class HelpdeskTicket(models.Model):
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_inherit = "helpdesk.ticket"
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@api.model
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def default_get(self, fields_list):
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res = super().default_get(fields_list)
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team_id = res.get("team_id") or self.env.context.get("default_team_id")
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if not team_id:
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return res
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if "user_id" in res and "default_user_id" not in self.env.context:
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res.pop("user_id")
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if (not fields_list or "user_id" in fields_list) and "user_id" not in res:
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team = self.env["helpdesk.ticket.team"].browse(team_id)
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if team.assign_method != "manual":
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res["user_id"] = team.get_new_user().id
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return res
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@api.onchange("team_id")
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def _onchange_team_id(self):
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"""Assign user when team changes if not already set."""
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if self.team_id and not self.user_id:
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self.user_id = self.team_id.get_new_user()
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@api.model_create_multi
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def create(self, vals_list):
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"""Assign user based on team on creation if not provided."""
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for vals in vals_list:
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team_id = vals.get("team_id")
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if not team_id:
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continue
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team = self.env["helpdesk.ticket.team"].browse(team_id)
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user_id = vals.get("user_id")
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if user_id:
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if user_id not in team.user_ids.ids:
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if team.assign_method == "manual":
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vals["user_id"] = False
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else:
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vals["user_id"] = team.get_new_user().id
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elif team.assign_method != "manual":
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vals["user_id"] = team.get_new_user().id
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return super().create(vals_list)

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