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Dario Colasante

Hi everyone,

I'm a dev/sysop/whatever-they-need at this company, and to the bane of my existence they use ODOO.

They use both the HELPDESK and the WHATSAPP app/module; the workflow is as follows:

  • a client send a request for support via e-mail --> the e-mail is picked up inside HELPDESK, a ticket is generated --> follow communications are done via e-mail;
  • a client send a request via whatsapp --> according to the message, a lead or a ticket is created -->  if a ticket is created, following communications may happen in "hybrid" mode

We use a lot of "Models" from the WHATSAPP Module to quickly convey information to the customer, especially when "hybrid communication" happens.

I have been asked to create a MODEL for WHATSAPP taking advantage of the "Button" field with dynamic content in order to quickly link the HELPDESK ticket page to a customer who decided to use WhatsApp to request assistance and had its message translated into a ticket. (don't ask..I know it's convoluted and stupid, but it is what it is and I can't change it.)

My idea was to use the same link that the HELPDESK module uses as default for the "View Ticket" button: a direct link that don't require the customer to create/insert access credentials.

The issue is that I can't find a way to replicate/extract that URL when using the Variable Selection Windows during the Model Creation in WhatsApp Module: the closest thing I can find is "Helpdesk -- Ticket -- URL Access Portal" but it just translates into " /my/ticket/#TICKETID" which is nowhere close the URL structure HELPDESK utilize.

To clarify, the HELPDESK Module use this structure to create what I call "a quick access link": https://www.mydomain.com/mail/view?access_token={{access.token}}&auth_signup_token={{auth.signup.token}&hash={{hash}}&model=helpdesk.ticket&pid={{pid}}&res_id={{res.id}}


Am I wrong, or these variables aren't accessible from the WhatsApp Module? This should be a "no brainer" since the whole ecosystem should use one set of shared variables for such situations, yet I am unable to find a solution.

I would greatly appreciate any suggestion on the matter, thank you.

 

 edit: spelling.

 

 


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Dario Colasante
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Hello, thank you very much for your kind replay.

Given that the “URL_ACCESS_PORTAL” link should have been the way to go, I did some more tests.

I’m quite sure I’m missing something trivial – again – but errors and descriptions are not much helpful.

I had to configure the TEMPLATE as follows, otherwise I couldn’t save it. (an error would pop-up with a vague error)

Buttons:

type: Visit Website

button text: Access Portal

website url: https://www.mydomain.ext/??

url type: dynamic

Variables:

name: Button – Access Portal

sample value: https://www.mydomain.ext??

type: Portal Link

If I send a WhatsApp message from an HelpDesk Ticket using this Templat, the button will have this url:

https://www.mydomain.ext??http://www.digital-ocean.it/my/ticket/TICKET-ID?access_token=ACCESS_TOKEN

Essentilly what is seems to be a mix-and-match between the “sample value” and the “dynamic value” for the button.

But there is also another issue: the first part of the link uses the domain they have associated with they ODOO installation (mydomain.ext) while the second part uses the standard domain (digital-ocean.it).

Ironically, If I don’t use the “Button” function inside the template, and instead I declare a simple variable in the Body like so:

Variables:

name: Body - {{1}}

sample value: Portal Link

type: Portal Link

Then the URL, pasted as simple text in the message body, is the expected one: https://www.mydomain.ext/my/ticket/ID?access_token=ACCESS_TOKEN


I’m at a loss…I know I could probably force the use of the second option, trying to explain to the manager that the solution with a proper button attached to the message isn’t viable, but I wouldn’t be an ideal situation…

(if you wish I can provide screenshots to better explain the situation, kindly just tell me what is an appropriate service to use for this forum to link images.)



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Fadi Ezzeddine
Best Answer

Hello, 

If what you want is only for your clients to be able to see the tickets and the chatter without needing to sign in (and therefore without them being able to add anything to the ticket), then the URL ACCESS PORTAL link is the way to go. which like you said would look something like this:

"https://www.yourwebsitecom/my/ticket/TICKETNUMBER?access_token=SECURITYTOKEN"

The very complicated link that you say the Helpdesk module provides "domain.com/mai/view? ...", do you get that by clicking on "Customer Preview"?

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