117 lines
6.1 KiB
Python
117 lines
6.1 KiB
Python
# -*- coding: utf-8 -*-
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# Part of Odoo. See LICENSE file for full copyright and licensing details.
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from odoo import fields, models, tools
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from odoo.addons.helpdesk.models.helpdesk_ticket import TICKET_PRIORITY
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from odoo.addons.rating.models.rating_data import RATING_LIMIT_MIN
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class HelpdeskTicketReport(models.Model):
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_name = 'helpdesk.ticket.report.analysis'
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_description = "Ticket Analysis"
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_auto = False
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_order = 'create_date DESC'
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ticket_id = fields.Many2one('helpdesk.ticket', string='Ticket', readonly=True)
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description = fields.Text(readonly=True)
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tag_ids = fields.Many2many('helpdesk.tag', relation='helpdesk_tag_helpdesk_ticket_rel',
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column1='helpdesk_ticket_id', column2='helpdesk_tag_id',
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string='Tags', readonly=True)
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ticket_ref = fields.Char(string='Ticket IDs Sequence', readonly=True)
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name = fields.Char(string='Subject', readonly=True)
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sla_fail = fields.Boolean(related="ticket_id.sla_fail", readonly=True)
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sla_success = fields.Boolean("SLA Status Success", aggregator='bool_or', readonly=True)
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sla_ids = fields.Many2many('helpdesk.sla', 'helpdesk_sla_status', 'ticket_id', 'sla_id', string="SLAs", copy=False)
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sla_status_ids = fields.One2many('helpdesk.sla.status', 'ticket_id', string="SLA Status")
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create_date = fields.Datetime("Ticket Creation Date", readonly=True)
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priority = fields.Selection(TICKET_PRIORITY, string='Minimum Priority', readonly=True)
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user_id = fields.Many2one('res.users', string="Assigned To", readonly=True)
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partner_id = fields.Many2one('res.partner', string="Customer", readonly=True)
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partner_name = fields.Char(string='Customer Name', readonly=True)
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partner_email = fields.Char(string='Customer Email', readonly=True)
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partner_phone = fields.Char(string='Customer Phone', readonly=True)
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stage_id = fields.Many2one('helpdesk.stage', string="Stage", readonly=True)
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sla_deadline = fields.Datetime("Ticket Deadline", readonly=True)
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ticket_deadline_hours = fields.Float("Working Hours until SLA Deadline", aggregator="avg", readonly=True)
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ticket_close_hours = fields.Float("Working Hours to Close", aggregator="avg", readonly=True)
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ticket_open_hours = fields.Float("Hours Open", aggregator="avg", readonly=True)
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ticket_assignation_hours = fields.Float("Working Hours to Assign", aggregator="avg", readonly=True)
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close_date = fields.Datetime("Closing Date", readonly=True)
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assign_date = fields.Datetime("First assignment date", readonly=True)
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rating_last_value = fields.Float("Rating (1-5)", aggregator="avg", readonly=True)
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active = fields.Boolean("Active", readonly=True)
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team_id = fields.Many2one('helpdesk.team', string='Helpdesk Team', readonly=True)
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company_id = fields.Many2one('res.company', string='Company', readonly=True)
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message_is_follower = fields.Boolean(related='ticket_id.message_is_follower', export_string_translation=False)
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kanban_state = fields.Selection([
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('normal', 'Grey'),
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('done', 'Green'),
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('blocked', 'Red')], string='Kanban State', readonly=True)
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first_response_hours = fields.Float("Hours to First Response", aggregator="avg", readonly=True)
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avg_response_hours = fields.Float("Average Hours to Respond", aggregator="avg", readonly=True)
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rating_avg = fields.Float('Average Rating', readonly=True, aggregator='avg')
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def _select(self):
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select_str = """
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SELECT T.id AS id,
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T.id AS ticket_id,
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T.description,
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T.ticket_ref AS ticket_ref,
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T.name AS name,
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T.create_date AS create_date,
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T.priority AS priority,
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T.user_id AS user_id,
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T.partner_id AS partner_id,
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T.partner_name AS partner_name,
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T.partner_email AS partner_email,
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T.partner_phone AS partner_phone,
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T.stage_id AS stage_id,
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T.sla_deadline AS sla_deadline,
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NULLIF(T.sla_deadline_hours, 0) AS ticket_deadline_hours,
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NULLIF(T.close_hours, 0) AS ticket_close_hours,
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CASE
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WHEN EXTRACT(EPOCH FROM (COALESCE(T.close_date, NOW() AT TIME ZONE 'UTC') - T.create_date)) / 3600 < 1 THEN NULL
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ELSE EXTRACT(EPOCH FROM (COALESCE(T.close_date, NOW() AT TIME ZONE 'UTC') - T.create_date)) / 3600
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END AS ticket_open_hours,
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NULLIF(T.assign_hours, 0) AS ticket_assignation_hours,
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T.close_date AS close_date,
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T.assign_date AS assign_date,
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CASE WHEN ht.use_rating AND COUNT(rt.id) > 0 THEN T.rating_last_value ELSE NULL END as rating_last_value,
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CASE WHEN ht.use_rating AND COUNT(rt.id) > 0 THEN AVG(rt.rating) ELSE NULL END as rating_avg,
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T.active AS active,
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T.team_id AS team_id,
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T.company_id AS company_id,
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T.kanban_state AS kanban_state,
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NULLIF(T.first_response_hours, 0) AS first_response_hours,
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NULLIF(T.avg_response_hours, 0) AS avg_response_hours,
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CASE
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WHEN (T.sla_deadline IS NOT NULL AND T.sla_deadline > NOW() AT TIME ZONE 'UTC') THEN TRUE ELSE FALSE
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END AS sla_success
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"""
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return select_str
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def _group_by(self):
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return """
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t.id,
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ht.use_rating
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"""
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def _from(self):
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from_str = f"""
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helpdesk_ticket T
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LEFT JOIN rating_rating rt ON rt.res_id = t.id
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AND rt.res_model = 'helpdesk.ticket'
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AND rt.consumed = True
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AND rt.rating >= {RATING_LIMIT_MIN}
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INNER JOIN helpdesk_team ht ON ht.id = t.team_id
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"""
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return from_str
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def init(self):
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tools.drop_view_if_exists(self.env.cr, self._table)
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self.env.cr.execute("""CREATE or REPLACE VIEW %s as (
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%s
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FROM %s
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GROUP BY %s
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)""" % (self._table, self._select(), self._from(), self._group_by()))
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