Rating module for helpdesk

helpdesk_mgmt_rating/__init__.py

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+from . import models

helpdesk_mgmt_rating/__manifest__.py

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+{
+    'name': 'Helpdesk Management Rating',
+    'summary': """
+        This module allows the customer to rate the assistance received
+        on a ticket.
+        """,
+    'version': '11.0.1.0.0',
+    'license': 'AGPL-3',
+    'author': 'Domatix',
+    'website': 'https://www.domatix.com',
+    'category': 'Productivity',
+    'depends': ['helpdesk_mgmt', 'rating'],
+    'data': [
+        'data/helpdesk_data.xml',
+        'views/helpdesk_ticket_menu.xml',
+        'views/helpdesk_ticket_view.xml',
+        'views/helpdesk_ticket_stage_view.xml',
+    ],
+    'qweb': [],
+    'demo': [],
+    'test': [],
+    'installable': True,
+}

helpdesk_mgmt_rating/data/helpdesk_data.xml

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+<?xml version="1.0" encoding="UTF-8"?>
+<odoo>
+  <data noupdate="1">
+    <record id="mt_ticket_rating" model="mail.message.subtype">
+      <field name="name">Ticket Rating</field>
+      <field name="res_model">helpdesk.ticket</field>
+      <field name="default" eval="True"/>
+      <field name="description">Ratings</field>
+    </record>
+
+    <record id="rating_ticket_email_template" model="mail.template">
+      <field name="name">Helpdesk Ticket: Rating Request</field>
+      <field name="model_id" ref="helpdesk_mgmt.model_helpdesk_ticket"/>
+      <field name="email_from">${object.rating_get_rated_partner_id().email or '' | safe}</field>
+      <field name="email_to">${object.rating_get_partner_id().email or '' | safe}</field>
+      <field name="subject">Satisfaction Survey of the ticket ${object.number} - ${object.name}</field>
+      <field name="partner_to">${object.rating_get_partner_id().id}</field>
+      <field name="auto_delete" eval="True"/>
+      <field name="body_html"><![CDATA[
+        % set access_token = object.rating_get_access_token()
+        <div style="background:#F0F0F0;color:#515166;padding:10px 0px;font-family:Arial,Helvetica,sans-serif;font-size:14px;">
+        <table style="width:600px;margin:5px auto;">
+            <tbody>
+                <tr><td>
+                    <a href="/"><img src="/web/binary/company_logo" style="vertical-align:baseline;max-width:100px;" /></a>
+                </td><td style="text-align:right;vertical-align:middle;">
+                        Satisfaction Survey
+                </td></tr>
+            </tbody>
+        </table>
+        <table style="width:600px;margin:0px auto;background:white;border:1px solid #e1e1e1;">
+          <tbody>
+              <tr><td style="padding:15px 20px 10px 20px;">
+                  <p>Hello,</p>
+                  <p>Please take a moment to rate our services related to the ticket "<strong>${object.number} - ${object.name}</strong>"
+                     assigned to <strong>${object.rating_get_rated_partner_id().name}</strong>.</p>
+                  <p>We appreciate your feedback. It helps us to improve continuously.</p>
+              </td></tr>
+              <tr><td style="padding:10px 20px">
+                  <table summary="o_mail_notification" style="width:100%;border-top:1px solid #e1e1e1;">
+                      <tr>
+                          <td style="text-align:center;">
+                              <h2 style="font-weight:300;font-size:18px;">
+                                  Tell us how you feel about our service:
+                              </h2>
+                              <div style="text-color: #888888">(click on one of these smileys)</div>
+                          </td>
+                      </tr>
+                      <tr>
+                          <td style="padding:10px 10px;">
+                              <table style="width:100%;text-align:center;">
+                                  <tr>
+                                      <td>
+                                          <a href="/rating/${access_token}/10">
+                                              <img alt="Satisfied" src="/rating/static/src/img/rating_10.png" title="Satisfied"/>
+                                          </a>
+                                      </td>
+                                      <td>
+                                          <a href="/rating/${access_token}/5">
+                                              <img alt="Not satisfied" src="/rating/static/src/img/rating_5.png" title="Not satisfied"/>
+                                          </a>
+                                      </td>
+                                      <td>
+                                          <a href="/rating/${access_token}/1">
+                                              <img alt="Highly Dissatisfied" src="/rating/static/src/img/rating_1.png" title="Highly Dissatisfied"/>
+                                          </a>
+                                      </td>
+                                  </tr>
+                              </table>
+                          </td>
+                      </tr>
+                  </table>
+              </td></tr>
+              <tr><td style="padding:15px 20px 10px 20px;">${(object.user_id.signature or '')| safe}</td></tr>
+          </tbody>
+      </table>
+      <table style="width:600px;margin:auto;text-align:center;font-size:12px;">
+        <tbody>
+          <tr><td style="padding-top:10px;color:#afafaf;">
+              % if object.rating_status == 'stage_change':
+                  <p>This customer survey has been sent because your ticket has been moved to the stage <b>${object.stage_id.name}</b></p>
+              % endif
+          </td></tr>
+        </tbody>
+      </table>
+    </div>
+    ]]></field>
+    </record>
+  </data>
+</odoo>

helpdesk_mgmt_rating/models/__init__.py

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+from . import helpdesk_ticket
+from . import helpdesk_ticket_stage

helpdesk_mgmt_rating/models/helpdesk_ticket.py

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+from openerp import models, api, fields, _
+from odoo.tools.safe_eval import safe_eval
+
+
+class HelpdeskTicket(models.Model):
+    _name = 'helpdesk.ticket'
+    _inherit = ['helpdesk.ticket', 'rating.mixin']
+
+    positive_rate_percentage = fields.Integer(
+        string='Positive Rates Percentage',
+        compute="_compute_percentage",
+        store=True,
+        default=-1)
+
+    rating_status = fields.Selection(
+        [('stage_change', 'Rating when changing stage'),
+         ('no_rate', 'No rating')],
+        string='Customer Rating', default="stage_change", require=True)
+
+    @api.depends('rating_ids.rating')
+    def _compute_percentage(self):
+        for ticket in self:
+            activity = ticket.rating_get_grades()
+            ticket.positive_rate_percentage = activity['great'] * 100 / \
+                sum(activity.values()) if sum(activity.values()) else -1
+
+    @api.multi
+    def write(self, vals):
+        res = super(HelpdeskTicket, self).write(vals)
+        if 'stage_id' in vals and vals.get('stage_id'):
+            stage = self.env['helpdesk.ticket.stage'].search([('id', '=', vals.get('stage_id'))])
+            if(stage.rating_mail_template_id):
+                self._send_ticket_rating_mail(force_send=False)
+        return res
+
+    def _send_ticket_rating_mail(self, force_send=False):
+        # for ticket in self:
+        if self.rating_status == 'stage_change':
+            survey_template = self.stage_id.rating_mail_template_id
+            if survey_template:
+                self.rating_send_request(survey_template,
+                                         lang=self.partner_id.lang,
+                                         force_send=force_send)
+
+    @api.multi
+    def rating_apply(self, rate, token=None, feedback=None, subtype=None):
+        return super(HelpdeskTicket, self).rating_apply(rate, token=token, feedback=feedback, subtype="helpdesk_mgmt_rating.mt_ticket_rating")
+
+    def rating_get_partner_id(self):
+        res = super(HelpdeskTicket, self).rating_get_partner_id()
+        if not res and self.partner_id:
+            return self.partner_id
+        return res
+
+    def rating_get_parent_model_name(self, vals):
+        return 'helpdesk.ticket'
+
+    def rating_get_ticket_id(self):
+        return self.id
+
+    @api.multi
+    def action_view_ticket_rating(self):
+        action = self.env['ir.actions.act_window'].for_xml_id(
+            'helpdesk_mgmt_rating', 'helpdesk_ticket_rating_action')
+        action['name'] = _('Ticket Rating')
+        action_context = safe_eval(action['context']) \
+            if action['context'] else {}
+        action_context.update(self._context)
+        action_context.pop('group_by', None)
+        return dict(action, context=action_context)

helpdesk_mgmt_rating/models/helpdesk_ticket_stage.py

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+from openerp import models, api, fields, _
+
+
+class HelpdeskTicketStage(models.Model):
+    _inherit = 'helpdesk.ticket.stage'
+
+    rating_mail_template_id = fields.Many2one(
+        'mail.template',
+        string="Rating Email Template",
+        domain=[('model', '=', 'helpdesk.ticket')],
+        help="If set, an email will be sent to the customer  "
+             "with a rating survey when the ticket reaches this stage.")

helpdesk_mgmt_rating/readme/CONFIGURE.rst

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+To configure this module, you need to:
+#. Edit or create stages.
+#. Edit or create tickets.
+
+Stages
+~~~~~~
+#. Go to *Helpdesk > Configuration > Stages* to edit or create new stages.
+#. Edit or create a new stage.
+#. Set the name for the stage.
+#. You can select the Email template for rating.
+
+Tickets
+~~~~~~~
+#. Go to *Helpdesk > Ticket* to edit or create new tickets.
+#. Edit or create a new ticket.
+#. Set the name for the ticket.
+#. Select if the ticket should be qualified or not.

helpdesk_mgmt_rating/readme/CONTRIBUTORS.rst

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+* `Domatix <https://www.domatix.com>`_:
+
+  * Samuel Calvo

helpdesk_mgmt_rating/readme/DESCRIPTION.rst

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+This module adds the posibility to rate the assistance received through helpdesk tickets.

helpdesk_mgmt_rating/views/helpdesk_ticket_menu.xml

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+<?xml version="1.0" encoding="UTF-8"?>
+<odoo>
+  <data>
+    <record id="all_helpdesk_ticket_rating_action" model="ir.actions.act_window">
+            <field name="name">Customer Rating</field>
+            <field name="type">ir.actions.act_window</field>
+            <field name="res_model">rating.rating</field>
+            <field name="view_mode">kanban</field>
+            <field name="view_type">form</field>
+            <field name="domain">[('res_model', '=', 'helpdesk.ticket'), ('consumed', '=', True)]</field>
+            <field name="help" type="html">
+                <p>
+                    There are no rated tickets at this moment.
+                </p>
+            </field>
+    </record>
+
+    <record id="helpdesk_ticket_rating_action" model="ir.actions.act_window">
+            <field name="name"></field>
+            <field name="type">ir.actions.act_window</field>
+            <field name="res_model">rating.rating</field>
+            <field name="view_mode">kanban</field>
+            <field name="view_type">form</field>
+            <field name="domain">[('consumed','=',True), ('res_model','=','helpdesk.ticket'), ('res_id', '=', active_id)]</field>
+            <field name="help" type="html">
+                <p>
+                    There are no ratings for this ticket at the moment.
+                </p>
+            </field>
+    </record>
+
+    <menuitem id="helpdesk_ticket_rating_menu" name="Customer Rating" parent="helpdesk_mgmt.helpdesk_ticket_reporting_menu"
+        action="all_helpdesk_ticket_rating_action" sequence="50"/>
+  </data>
+</odoo>

helpdesk_mgmt_rating/views/helpdesk_ticket_stage_view.xml

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+<?xml version="1.0" encoding="UTF-8"?>
+<odoo>
+  <record id="view_helpdesk_ticket_stage_form_inherit" model="ir.ui.view">
+    <field name="name">view.helpdesk.ticket.stage.form.inherit</field>
+    <field name="model">helpdesk.ticket.stage</field>
+    <field name="inherit_id" ref="helpdesk_mgmt.view_helpdesk_ticket_stage_form"/>
+    <field name="arch" type="xml">
+      <xpath expr="//field[@name='mail_template_id']" position="after">
+        <field name="rating_mail_template_id"/>
+      </xpath>
+    </field>
+  </record>
+
+  <record id="view_helpdesk_ticket_stage_tree_inherit" model="ir.ui.view">
+    <field name="name">view.helpdesk.ticket.stage.tree.inherit</field>
+    <field name="model">helpdesk.ticket.stage</field>
+    <field name="inherit_id" ref="helpdesk_mgmt.view_helpdesk_ticket_stage_tree"/>
+    <field name="arch" type="xml">
+      <xpath expr="//field[@name='mail_template_id']" position="after">
+        <field name="rating_mail_template_id"/>
+      </xpath>
+    </field>
+  </record>
+</odoo>

helpdesk_mgmt_rating/views/helpdesk_ticket_view.xml

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+<?xml version="1.0" encoding="UTF-8"?>
+<odoo>
+  <record id="view_helpdesk_ticket_kanban_inherit" model="ir.ui.view">
+    <field name="name">view.helpdesk.ticket.kanban.inherit</field>
+    <field name="model">helpdesk.ticket</field>
+    <field name="inherit_id" ref="helpdesk_mgmt.view_helpdesk_ticket_kanban"/>
+    <field name="arch" type="xml">
+      <xpath expr="//div[hasclass('oe_kanban_bottom_left')]" position="inside">
+        <field name="positive_rate_percentage" invisible="1"/>
+        <b>
+          <t t-if="record.positive_rate_percentage.value == -1">
+              <i class="fa fa-smile-o"/> No rating yet
+          </t>
+          <t t-if="record.positive_rate_percentage.value != -1">
+              <a name="action_view_ticket_rating" type="object">
+                  <i class="fa fa-smile-o"/> <t t-esc="record.positive_rate_percentage.value"/>%
+              </a>
+          </t>
+        </b>
+      </xpath>
+      <xpath expr="//ul[hasclass('dropdown-menu')]/li[2]" position="after">
+        <li><a name="action_view_ticket_rating" type="object">Customer Rating</a></li>
+      </xpath>
+    </field>
+  </record>
+
+  <record id="ticket_view_form_inherit" model="ir.ui.view">
+    <field name="name">ticket.view.form.inherit</field>
+    <field name="model">helpdesk.ticket</field>
+    <field name="inherit_id" ref="helpdesk_mgmt.ticket_view_form"/>
+    <field name="arch" type="xml">
+      <xpath expr="//div[hasclass('oe_title')]" position="before">
+        <field name="positive_rate_percentage" invisible="1"/>
+        <div class="oe_button_box" name="button_box">
+         <button name="action_view_ticket_rating" type="object" class="oe_stat_button" icon="fa fa-smile-o"
+            attrs="{'invisible': [('positive_rate_percentage', '=', -1)]}">
+           <field name="rating_count" widget="statinfo" string="Ratings"/>
+         </button>
+        </div>
+      </xpath>
+      <xpath expr="//group[@name='main']/group[2]" position="after">
+        <group>
+          <field name="rating_status" widget="radio"/>
+        </group>
+      </xpath>
+    </field>
+  </record>
+
+</odoo>