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Odoo consultant

In some organizations, there is a need for an internal Helpdesk app to handle Payroll, HR, IT, or facility-related queries.

Currently, in Odoo, when we set the visibility to “Invited Portal Users” and add employees as followers, they can access the Helpdesk project. However, they are able to view all tickets, not just their own.

My requirement is When creating a ticket, they can only see the ones they have submitted. Only the Helpdesk team owner can view all tickets. In Zoho, this functionality is available, and I have raised feedback twice regarding this feature in Odoo, but the requests were cancelled. It would be highly beneficial to include this capability in Odoo as well.

I have found a temporary workaround by using the Approval or Maintenance module instead of Helpdesk. And also we can use mail feature in Helpdesk.

Is there any way to achieve this functionality without using a custom module?

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Ray Carnes (ray)

With this Customization, ticket creation is now done via the new My Tickets Menu (this is why the need write access).

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Ray Carnes (ray)
Best Answer

Odoo 19.0, but these steps should also work equally well with Odoo 18.X and Odoo 17.X.


1. For regular Employees who do not have a role in the Helpdesk, ensure they are neither Helpdesk Users or Helpdesk Administrators:


2. In Developer Mode, create a Menu for the helpdesk.ticket model, by locating it in the Models Menu at Settings --> Technical --> Database Structure --> Models and scrolling to the bottom until you see the Create a Menu button.


3. In Developer Model, open the Menu you just created and use the Debug Menu to open the linked Window Action:


4. Set the Domain Value so that the only tickets visible in this Menu will be those where the Employee is a follower:

[('message_is_follower','=',True)]


Employees automatically become a Follower:

  • when they create a Ticket (including from this New Menu)
  • when they are set as thee Customer on the Ticket
  • when they are copied on a conversation started via Send Message
  • when they are included in a conversation started via Log Note (using @Employee)
  • when they are assigned an Activity on the Ticket
  • when they are manually added to a Ticket via Add Followers:


5. Use the Access Rights Menu to give regular Users access to Edit and Create Tickets by modifying the helpdesk.ticket_on_internal_user record:


Extra Credit:  Locate the Menu you create, in Developer Mode, at Settings --> Technical --> User Interface --> Menu Items, open it and remove the Parent Menu and set the Web Icon File to turn it into an App:

helpdesk_stock,static/description/icon.png


On the App Switcher Dashboard, Employees will now have one click access to just their Tickets. You just need to explain to Helpdesk Users and Administrators that "My Tickets" here means tickets they created (or are followers of), and that "My Tickets" in the Helpdesk App means tickets they have been assigned to resolve.


Learn about Developer Mode at https://www.odoo.com/documentation/master/applications/general/developer_mode.html


Learn about Chatter / Followers / Messages / Log Notes / Activities at https://www.odoo.com/documentation/master/applications/productivity/discuss/chatter.html 

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Odoo consultant
Author

Hi Ray,

Thank you for your guidance.

I wanted to share one more important step we had to take in addition to your instructions, in case it helps others facing the same issue.

We also needed to modify the record rule named Helpdesk Ticket user. Without this change, users were still unable to create tickets. Specifically, we updated the rule from:

[
'|',
'|',
('team_id.privacy_visibility', '!=', 'invited_internal'),
('team_id.message_partner_ids', 'in', [user.partner_id.id]),
('message_partner_ids', 'in', [user.partner_id.id]),
]

To

[
'|',
'|',
'|',
('team_id.privacy_visibility', '!=', 'invited_internal'),
('team_id.message_partner_ids', 'in', [user.partner_id.id]),
('message_partner_ids', 'in', [user.partner_id.id]),
('create_uid', '=', user.id),
]

This additional condition (create_uid = user.id) allows users to create the ticket, as they are not yet message partners at the time of creation. After the ticket is saved, they are automatically added as followers, which satisfies the original conditions for future access.

Everything is working as expected now.

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Cybrosys Techno Solutions Pvt.Ltd
Best Answer

Hi,

Please refer to the link:

1. https://www.cybrosys.com/blog/how-to-create-record-rules-in-odoo-17

Shows sample XML definitions of record rules (including a “user sees only own records”) for Odoo 17.

2. https://www.odoo.com/documentation/18.0/applications/services/helpdesk.html

Official Odoo doc describing helpdesk teams, visibility, internal vs portal access, etc


Hope it helps.

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