Develop a new grievance redress mechanism module as a replacement for the oca helpdesk module

spp_grm/__init__.py

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+from . import controllers
+from . import models

spp_grm/__manifest__.py

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+# License AGPL-3.0 or later (http://www.gnu.org/licenses/agpl).
+
+{
+    "name": "OpenSPP - Grievance Redress Mechanism",
+    "summary": """
+        Grievance redress mechanism module for OpenSPP""",
+    "version": "17.0.1.0.0",
+    "sequence": 1,
+    "author": "OpenSPP.org",
+    "website": "https://github.com/OpenSPP/openspp-modules",
+    "license": "LGPL-3",
+    "development_status": "Beta",
+    "category": "OpenSPP",
+    "external_dependencies": {"python": []},
+    "maintainers": ["jeremi", "gonzalesedwin1123"],
+    "depends": [
+        "base",
+        "mail",
+        "portal",
+        "g2p_registry_base",
+        "g2p_registry_individual",
+        "g2p_registry_group",
+        "spp_area",
+        "spp_user_roles",
+    ],
+    "data": [
+        "data/grm_data.xml",
+        "data/mail_alias.xml",
+        "data/mail_templates.xml",
+        "security/grm_security.xml",
+        "security/ir.model.access.csv",
+        "data/user_roles.xml",
+        "views/res_partner_views.xml",
+        "views/grm_ticket_menu.xml",
+        "views/grm_ticket_stage_views.xml",
+        "views/grm_ticket_category_views.xml",
+        "views/grm_ticket_channel_views.xml",
+        "views/grm_ticket_tag_views.xml",
+        "views/grm_ticket_views.xml",
+        "views/grm_portal_templates.xml",
+    ],
+    "assets": {},
+    "demo": [],
+    "images": [],
+    "application": True,
+    "installable": True,
+    "auto_install": False,
+}

spp_grm/controllers/__init__.py

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+from . import grm_portal

spp_grm/controllers/grm_portal.py

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+import logging
+
+from odoo import http
+from odoo.http import request
+
+from odoo.addons.portal.controllers.portal import CustomerPortal
+
+_logger = logging.getLogger(__name__)
+
+
+class SPPGrmPortal(CustomerPortal):
+    @http.route(["/my/tickets", "/my/tickets/page/<int:page>"], type="http", auth="user", website=True)
+    def portal_my_tickets(self, page=1, **kw):
+        partner = request.env.user.partner_id
+        ticket = request.env["spp.grm.ticket"]
+        domain = [("partner_id", "=", partner.id)]
+
+        # Pagination logic
+        tickets = ticket.search(domain)
+        values = {
+            "tickets": tickets,
+            "page_name": "tickets",
+        }
+        return request.render("spp_grm.portal_my_tickets", values)
+
+    @http.route(["/my/ticket/new"], type="http", auth="user", website=True)
+    def portal_ticket_new(self, **kw):
+        categories = request.env["spp.grm.ticket.category"].search([])
+        channels = request.env["spp.grm.ticket.channel"].search([])
+        return request.render(
+            "spp_grm.portal_create_ticket",
+            {
+                "categories": categories,
+                "channels": channels,
+                "page_name": "tickets",
+                "ticket": "new",
+            },
+        )
+
+    @http.route(["/my/ticket/submit"], type="http", auth="user", website=True, csrf=True)
+    def portal_ticket_submit(self, **kw):
+        partner = request.env.user.partner_id
+        vals = {
+            "name": kw.get("ticket_name"),
+            "description": kw.get("description"),
+            "category_id": kw.get("category_id"),
+            "channel_id": request.env.ref("spp_grm.grm_ticket_channel_web").id,
+            "partner_id": partner.id,
+        }
+        ticket = request.env["spp.grm.ticket"].sudo().create(vals)
+
+        ticket.send_ticket_confirmation_email(ticket)
+
+        return request.redirect("/my/tickets")

spp_grm/data/grm_data.xml

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+<?xml version="1.0" encoding="utf-8" ?>
+<odoo>
+    <data>
+        <record model="ir.module.category" id="module_openspp_grm_category">
+            <field name="name">Grievance Redress Mechanism</field>
+            <field name="description">Grievance Redress Mechanism (GRM) for OpenSPP.</field>
+            <field name="sequence">9</field>
+        </record>
+    </data>
+    <data noupdate="1">
+        <!-- Sequence -->
+        <record id="grm_ticket_sequence" model="ir.sequence">
+            <field name="name">GRM Ticket Sequence</field>
+            <field name="code">spp.grm.ticket.sequence</field>
+            <field name="padding">6</field>
+            <field name="implementation">no_gap</field>
+            <field eval="1" name="number_next" />
+            <field eval="1" name="number_increment" />
+            <field name="prefix">%(range_year)s-</field>
+            <field eval="True" name="use_date_range" />
+            <field name="company_id" />
+        </record>
+        <!-- Stages -->
+        <record id="grm_ticket_stage_new" model="spp.grm.ticket.stage">
+            <field name="sequence">1</field>
+            <field name="name">New</field>
+            <field name="unattended">True</field>
+            <field name="closed">False</field>
+            <field name="company_id" />
+        </record>
+        <record id="grm_ticket_stage_in_progress" model="spp.grm.ticket.stage">
+            <field name="sequence">2</field>
+            <field name="name">In Progress</field>
+            <field name="unattended">False</field>
+            <field name="closed">False</field>
+            <field name="company_id" />
+        </record>
+        <record id="grm_ticket_stage_awaiting" model="spp.grm.ticket.stage">
+            <field name="sequence">3</field>
+            <field name="name">Awaiting</field>
+            <field name="unattended">False</field>
+            <field name="closed">False</field>
+            <field name="company_id" />
+        </record>
+        <record id="grm_ticket_stage_done" model="spp.grm.ticket.stage">
+            <field name="sequence">4</field>
+            <field name="name">Done</field>
+            <field name="unattended">False</field>
+            <field name="closed">True</field>
+            <field name="fold">True</field>
+            <!-- <field name="mail_template_id" ref="spp_grm.closed_ticket_template" /> -->
+            <field name="company_id" />
+        </record>
+        <record id="grm_ticket_stage_cancelled" model="spp.grm.ticket.stage">
+            <field name="sequence">5</field>
+            <field name="name">Cancelled</field>
+            <field name="unattended">False</field>
+            <field name="closed">True</field>
+            <field name="fold">True</field>
+            <!-- <field name="mail_template_id" ref="spp_grm.closed_ticket_template" /> -->
+            <field name="company_id" />
+        </record>
+        <record id="grm_ticket_stage_rejected" model="spp.grm.ticket.stage">
+            <field name="sequence">6</field>
+            <field name="name">Rejected</field>
+            <field name="unattended">False</field>
+            <field name="closed">True</field>
+            <field name="fold">True</field>
+            <!-- <field name="mail_template_id" ref="spp_grm.closed_ticket_template" /> -->
+            <field name="company_id" />
+        </record>
+        <!-- Channels -->
+        <record id="grm_ticket_channel_web" model="spp.grm.ticket.channel">
+            <field name="name">Web</field>
+        </record>
+        <record id="grm_ticket_channel_email" model="spp.grm.ticket.channel">
+            <field name="name">Email</field>
+        </record>
+        <record id="grm_ticket_channel_phone" model="spp.grm.ticket.channel">
+            <field name="name">Phone</field>
+        </record>
+        <record id="grm_ticket_channel_other" model="spp.grm.ticket.channel">
+            <field name="name">Other</field>
+        </record>
+        <!-- GRM Ticket-related subtypes for messaging / Chatter -->
+        <record id="grm_tck_created" model="mail.message.subtype">
+            <field name="name">Ticket Created</field>
+            <field name="res_model">spp.grm.ticket</field>
+            <field name="default" eval="False" />
+            <field name="hidden" eval="False" />
+            <field name="description">Ticket created</field>
+        </record>
+    </data>
+</odoo>

spp_grm/data/mail_alias.xml

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+<odoo noupdate="1">
+    <!-- Email Domain Configuration -->
+    <record id="mail_alias_domain" model="mail.alias.domain">
+        <field name="name">yourdomain.com</field>
+    </record>
+
+    <!-- Email Alias for GRM Ticket -->
+    <record id="alias_grm_ticket" model="mail.alias">
+        <field name="alias_name">helpdesk</field>
+        <field name="alias_model_id" ref="model_spp_grm_ticket" />
+        <field name="alias_contact">everyone</field>
+        <field name="alias_force_thread_id">0</field>
+        <field name="alias_domain_id" ref="mail_alias_domain" />
+    </record>
+</odoo>

spp_grm/data/mail_templates.xml

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+<?xml version="1.0" encoding="UTF-8" ?>
+<odoo noupdate="1">
+    <record id="ticket_submission_confirmation" model="mail.template">
+        <field name="name">Ticket Submission Confirmation</field>
+        <field name="model_id" ref="model_spp_grm_ticket" />
+        <field name="subject">Your Ticket: {{ object.number }} has been submitted</field>
+        <field name="email_from">{{ (user.email or 'support@yourdomain.com') }}</field>
+        <field name="email_to">{{ object.partner_id.email }}</field>
+        <field name="auto_delete" eval="True" />
+        <field name="lang">{{ object.partner_id.lang }}</field>
+        <field name="body_html" type="html">
+            <div style="margin: 0px; padding: 0px;">
+                <p style="margin: 0px; padding: 0px; font-size: 13px;">
+                    Dear <t t-out="object.partner_id and object.partner_id.name or ''">Registrant Name</t>,
+
+                    <p
+                    >Thank you for reaching out to us. Your ticket has been successfully created with the following details:</p>
+
+                    <ul>
+                        <li><strong>Ticket No.:</strong> <t t-out="object.number or ''">2024-00000</t></li>
+                        <li><strong>Ticket Name:</strong> <t t-out="object.name or ''">Ticket Name</t></li>
+                        <li><strong>Description:</strong> <t
+                                t-out="object.description or ''"
+                            >Description</t></li>
+                        <li><strong>Category:</strong> <t
+                                t-out="object.category_id and object.category_id.name or ''"
+                            >Category</t></li>
+                        <li><strong>Channel:</strong> <t
+                                t-out="object.channel_id and object.channel_id.name or ''"
+                            >Channel</t></li>
+                    </ul>
+
+                    <p>We will get back to you shortly. You can track the status of your ticket through the <a
+                            href="/my/tickets"
+                        >Ticket Portal</a>.</p>
+
+                    <p>Best regards,<br />
+                    The Support Team</p>
+                </p>
+            </div>
+        </field>
+    </record>
+</odoo>

spp_grm/data/user_roles.xml

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+<odoo noupdate="1">
+    <!-- Global Support Manager -->
+    <record id="spp_user_roles.global_role_support_manager" model="res.users.role">
+        <field name="name">Global Support Manager</field>
+        <field name="role_type">global</field>
+        <field
+            name="comment"
+        >This role can supervise and manage all support requests and activities across all areas.</field>
+        <field
+            name="implied_ids"
+            eval="
+            [
+                Command.link(ref('base.group_user')),
+                Command.link(ref('spp_grm.group_grm_manager')),
+                Command.link(ref('g2p_registry_base.group_g2p_registrar')),
+            ]"
+        />
+    </record>
+
+    <!-- Global Support -->
+    <record id="spp_user_roles.global_role_support" model="res.users.role">
+        <field name="name">Global Support</field>
+        <field name="role_type">global</field>
+        <field
+            name="comment"
+        >This role is allowed to view and respond to support requests from any areas.</field>
+        <field
+            name="implied_ids"
+            eval="
+            [
+                Command.link(ref('base.group_user')),
+                Command.link(ref('spp_grm.group_grm_user')),
+                Command.link(ref('g2p_registry_base.group_g2p_registrar')),
+            ]"
+        />
+    </record>
+
+    <!-- Local Support -->
+    <record id="spp_user_roles.local_role_support" model="res.users.role">
+        <field name="name">Local Support</field>
+        <field name="role_type">local</field>
+        <field
+            name="comment"
+        >This role is allowed to view and respond to support requests only from their assigned area.</field>
+        <field
+            name="implied_ids"
+            eval="
+            [
+                Command.link(ref('base.group_user')),
+                Command.link(ref('spp_grm.group_grm_user')),
+                Command.link(ref('g2p_registry_base.group_g2p_registrar')),
+            ]"
+        />
+    </record>
+
+</odoo>

spp_grm/models/__init__.py

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+from . import grm_ticket
+from . import grm_ticket_stage
+from . import grm_ticket_tag
+from . import grm_ticket_channel
+from . import grm_ticket_category
+from . import res_partner