I have created a stage for tickets and also created equivalent status for the tickets under helpdesk. Whenever I change status of the ticket it should get reflected with the stage also. For ex. if I make that status of the ticket = "In progress" it should reflect under stages as "In progress".
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By status of ticket, do you mean the field 'Kanban State' that is indicated as colored dot?
This is a field associated to each 'stage' and the color/ state resets to Grey/ In-progress when the 'stage' of the ticket is changed.
The purpose of stage and state are different.
However, to create automated action as @Josep Anton Belchi Riera suggests here is an example:
Settings > Automated Actions **Note - you require to be on developer mode to be able to view the menu
Model - Helpdesk Ticket
Trigger - On Creation & Update
Trigger Fields - Kanban State
Apply On - Kanban State = Done
Action To Do - Update The Record
Date to Write
Stage (helpdesk.ticket)
Evaluation Type - Reference
Record - Done (or you can select relevant stage)
In the above example, the stage of a ticket would automatically change to 'Done' when the 'kanban state' (colored dot) is selected as 'green' and the kanban state would reset to grey
Hope this helps explain/ clarify
No I am not talking about the kanban state. When a ticket is raised... If you click on that ticket there are fields such as Helpdesk Team, assigned to, service name,etc in same field list there is something called status and sub status and when you create stages under configuration in helpdesk... all those stage tags appears above ticket details...
So my question is when I change the status of the ticket to "in progress" or "completed" then the stages that I have created for the statuses should get reflected in stages also.. How can I automate that like status is changed and simultaneously stage of the ticket also changes for the customer
Hi Malavika!
I can't find any field called "status" or "substatus".
Can you give some more details? (e.g. Odoo version, Community or Enterprise...) Are there any third-party modules?
True, can't find the fields 'status' or 'substatus' that you referring to
The Stage you refer is quite clear they are represented as chevron shapes on the top right of a ticket form and as you mention can be configured from
Helpdesk > Configuration > Stages
You can configure them for the teams they apply to, email templates etc and at the bottom there is 'state' and the description/meaning can be specified for that stage.
The 'State' is the 'kanban state' field having the colored dot. (Grey, Green, Red)
Status is a custom created field under tickets. I want to automate the stage value using this custom field i.e. "Status". So whenever I change the status(with respective drop down values), it should get reflected on the stage of the ticket. I want to automate this function. right now I have do it manually
You could follow the automated action as illustrated above, the trigger field would be your custom field 'Status'.
Please bear in mind you would have to create multiple automated actions.. i.e one for each 'Status' mapping to a specific 'kanban stage'
Going back to @Josep Anton Belchi Riera initial comment 17th Feb, what is the purpose of creating this custom field if it has the same information of an already existing field?
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Sorry I don't understand the purpose of create a new field containing the same information of another. I'm missing something?
Anyway, you can create an automated action launched when a field is changed.
Thats exactly what I am asking when I am changing the status of ticket, I want the stage of ticket getting changed as well. How can I achieve that using automated actions or is there any sample code through which I can get the solution for issue.