[ADD] iitial commit gmn fresh service
This commit is contained in:
Madanil
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gmn_freshservice/__init__.py
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gmn_freshservice/__init__.py
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# -*- coding: utf-8 -*-
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from . import models
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from . import services
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from . import wizard
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gmn_freshservice/__manifest__.py
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gmn_freshservice/__manifest__.py
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# -*- coding: utf-8 -*-
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{
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'name': 'Freshservice Ticket Audit Trail & Time Metrics',
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'version': '19.0.1.0.0',
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'category': 'Services/Helpdesk',
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'summary': 'Pelacakan Durasi Tiket (Waiting on Us vs Waiting on User) & Audit Trail Terintegrasi Freshservice API',
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'description': """
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Freshservice Ticket Audit Trail & Time Tracking (Odoo 19)
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=========================================================
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Modul untuk melacak audit trail tiket dan memisahkan durasi penanganan:
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* First Response Time & Pelaku Responder Pertama
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* Durasi Penanganan di Sisi Internal (Waiting on Us / Agent Time)
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* Durasi Penanganan di Sisi User (Waiting on Customer / User Time)
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* Dilengkapi Mock Data Freshservice API v2 sesuai dokumentasi resmi
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* Siap switch ke Live Freshservice API kapan saja tanpa mengubah arsitektur data.
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""",
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'author': 'IT Development Team',
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'depends': [
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'base',
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'mail',
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],
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'data': [
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'security/gmn_ir_model_access_v01.csv',
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'data/gmn_demo_data_v01.xml',
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'views/gmn_res_config_settings_views_v01.xml',
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'views/gmn_freshservice_ticket_stage_log_views_v01.xml',
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'wizard/gmn_freshservice_ticket_bottleneck_wizard_views_v01.xml',
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'views/gmn_freshservice_ticket_views_v01.xml',
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'views/gmn_menu_views_v01.xml',
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],
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'installable': True,
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'application': True,
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'license': 'LGPL-3',
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}
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gmn_freshservice/__pycache__/__init__.cpython-312.pyc
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gmn_freshservice/__pycache__/__init__.cpython-314.pyc
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gmn_freshservice/__pycache__/__init__.cpython-314.pyc
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gmn_freshservice/__pycache__/__manifest__.cpython-314.pyc
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gmn_freshservice/__pycache__/__manifest__.cpython-314.pyc
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gmn_freshservice/data/gmn_demo_data_v01.xml
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gmn_freshservice/data/gmn_demo_data_v01.xml
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<?xml version="1.0" encoding="utf-8"?>
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<odoo>
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<data noupdate="1">
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<!-- TIKET CONTOH FRESHSERVICE #129 -->
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<record id="demo_freshservice_ticket_129" model="freshservice.ticket">
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<field name="name">Kendala Koneksi Jaringan & SAP Client - Dept Finance</field>
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<field name="external_ticket_id">129</field>
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<field name="description">Koneksi ke server SAP sering terputus dan lambat sejak pukul 08:00 pagi. Mohon dicek.</field>
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<field name="status">resolved</field>
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<field name="priority">high</field>
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<field name="requester_name">Ahmad Dani (User)</field>
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<field name="requester_email">ahmad.dani@lyman.co.id</field>
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<field name="responder_name">Budi Santoso (IT Support)</field>
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<field name="department_name">Finance & Accounting</field>
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<field name="ticket_created_at">2026-10-10 08:30:00</field>
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<field name="due_by">2026-10-12 17:00:00</field>
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<field name="first_responded_at">2026-10-10 08:52:00</field>
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<field name="first_responder_name">Budi Santoso (IT Support)</field>
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<field name="resolved_at">2026-10-11 16:30:00</field>
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<field name="is_mock_data">1</field>
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</record>
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<!-- STAGE LOG 1: OPEN (INTERNAL) -->
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<record id="demo_stage_log_1" model="freshservice.ticket.stage.log">
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<field name="ticket_id" ref="demo_freshservice_ticket_129"/>
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<field name="stage_name">Open</field>
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<field name="responsibility">internal</field>
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<field name="actor_name">Ahmad Dani (User)</field>
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<field name="actor_type">Requester</field>
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<field name="activity_content">Tiket dibuat via Web Portal dengan status Open</field>
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<field name="start_date">2026-10-10 08:30:00</field>
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<field name="end_date">2026-10-10 08:52:00</field>
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</record>
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<!-- STAGE LOG 2: FIRST RESPONSE / IN PROGRESS (INTERNAL) -->
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<record id="demo_stage_log_2" model="freshservice.ticket.stage.log">
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<field name="ticket_id" ref="demo_freshservice_ticket_129"/>
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<field name="stage_name">In Progress</field>
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<field name="responsibility">internal</field>
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<field name="actor_name">Budi Santoso (IT Support)</field>
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<field name="actor_type">Agent</field>
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<field name="activity_content">First Response: Tiket diterima, sedang dilakukan pengecekan switch jaringan.</field>
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<field name="start_date">2026-10-10 08:52:00</field>
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<field name="end_date">2026-10-10 09:30:00</field>
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</record>
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<!-- STAGE LOG 3: PENDING USER (CUSTOMER) -->
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<record id="demo_stage_log_3" model="freshservice.ticket.stage.log">
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<field name="ticket_id" ref="demo_freshservice_ticket_129"/>
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<field name="stage_name">Pending User</field>
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<field name="responsibility">customer</field>
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<field name="actor_name">Budi Santoso (IT Support)</field>
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<field name="actor_type">Agent</field>
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<field name="activity_content">Status diubah ke Pending: Menunggu user mengirimkan IP Address dan pesan error lengkap.</field>
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<field name="start_date">2026-10-10 09:30:00</field>
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<field name="end_date">2026-10-11 14:00:00</field>
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</record>
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<!-- STAGE LOG 4: IN PROGRESS KEMBALI SETELAH USER BALAS (INTERNAL) -->
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<record id="demo_stage_log_4" model="freshservice.ticket.stage.log">
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<field name="ticket_id" ref="demo_freshservice_ticket_129"/>
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<field name="stage_name">In Progress</field>
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<field name="responsibility">internal</field>
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<field name="actor_name">Ahmad Dani (User)</field>
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<field name="actor_type">Requester</field>
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<field name="activity_content">User membalas: IP komputer 192.168.10.45 dan switch port lampu kuning.</field>
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<field name="start_date">2026-10-11 14:00:00</field>
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<field name="end_date">2026-10-11 16:30:00</field>
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</record>
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<!-- STAGE LOG 5: RESOLVED (INTERNAL) -->
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<record id="demo_stage_log_5" model="freshservice.ticket.stage.log">
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<field name="ticket_id" ref="demo_freshservice_ticket_129"/>
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<field name="stage_name">Resolved</field>
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<field name="responsibility">internal</field>
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<field name="actor_name">Budi Santoso (IT Support)</field>
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<field name="actor_type">Agent</field>
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<field name="activity_content">Tiket Diselesaikan: Port switch diganti dan koneksi SAP telah kembali normal.</field>
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<field name="start_date">2026-10-11 16:30:00</field>
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<field name="end_date">2026-10-11 16:30:00</field>
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</record>
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<!-- PERCAKAPAN 1 -->
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<record id="demo_conversation_1" model="freshservice.ticket.conversation">
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<field name="ticket_id" ref="demo_freshservice_ticket_129"/>
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<field name="external_id">501</field>
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<field name="user_name">Budi Santoso (IT Support)</field>
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<field name="incoming">0</field>
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<field name="body_text">Halo Pak Dani, tiket sudah kami terima. Kami sedang memeriksa port router dan switch lantai 3.</field>
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<field name="created_at">2026-10-10 08:52:00</field>
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</record>
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<!-- PERCAKAPAN 2 -->
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<record id="demo_conversation_2" model="freshservice.ticket.conversation">
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<field name="ticket_id" ref="demo_freshservice_ticket_129"/>
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<field name="external_id">502</field>
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<field name="user_name">Budi Santoso (IT Support)</field>
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<field name="incoming">0</field>
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<field name="body_text">Mohon informasikan IP Address komputer Bapak dan apakah lampu indikator LAN di CPU berkedip oranye?</field>
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<field name="created_at">2026-10-10 09:30:00</field>
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</record>
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<!-- PERCAKAPAN 3 -->
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<record id="demo_conversation_3" model="freshservice.ticket.conversation">
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<field name="ticket_id" ref="demo_freshservice_ticket_129"/>
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<field name="external_id">503</field>
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<field name="user_name">Ahmad Dani (User)</field>
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<field name="incoming">1</field>
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<field name="body_text">Siang Mas Budi, IP saya 192.168.10.45. Lampunya kedip oranye terus.</field>
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<field name="created_at">2026-10-11 14:00:00</field>
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</record>
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<!-- PERCAKAPAN 4 -->
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<record id="demo_conversation_4" model="freshservice.ticket.conversation">
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<field name="ticket_id" ref="demo_freshservice_ticket_129"/>
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<field name="external_id">504</field>
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<field name="user_name">Budi Santoso (IT Support)</field>
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<field name="incoming">0</field>
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<field name="body_text">Kabel patch cord dan port switch sudah kami ganti baru. Sekarang SAP sudah lancar kembali.</field>
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<field name="created_at">2026-10-11 16:30:00</field>
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</record>
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</data>
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</odoo>
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gmn_freshservice/gmn_technical_design_document_v01.md
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gmn_freshservice/gmn_technical_design_document_v01.md
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# TECHNICAL DESIGN DOCUMENT (TDD)
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## Integrasi Freshservice API v2 & Audit Trail SLA pada Odoo 19
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---
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### Informasi Dokumen
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* **Nama Modul**: `freshservice_ticket_audit`
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* **Target Sistem**: Odoo 19.0 Community / Enterprise
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* **Sistem Eksternal**: Freshservice API v2 (`https://servicedesk.lyman.co.id`)
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* **Versi Dokumen**: 1.0.0
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* **Status**: Approved & Implemented
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* **Tanggal**: 13 Oktober 2026
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---
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## 1. Pendahuluan & Latar Belakang
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### 1.1 Tujuan Sistem
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Modul `freshservice_ticket_audit` dirancang untuk mengintegrasikan data tiket dari Freshservice ke dalam Odoo 19 secara real-time dan efisien. Fokus utama dari modul ini adalah:
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1. **Audit Trail Real-Time**: Merekam setiap perubahan status tiket, perpindahan penanganan antara tim IT (*Waiting on Us*) dan pengguna (*Waiting on User*), hingga tiket selesai.
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2. **Perhitungan Metrik SLA Berbasis Hari Kalender**: Menghitung durasi penanganan secara adil berdasarkan pergantian tanggal kalender (bukan jam kerja murni), sehingga mempermudah rekonsiliasi laporan SLA bulanan.
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3. **Pemisahan Aktor & Hak Akses**: Data tiket murni merefleksikan aktor Freshservice (Pemohon, Agen IT, Departemen) tanpa ketergantungan pada akun internal user Odoo (`res.users`).
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4. **Performa Tinggi & Zero-Latency**: Menerapkan strategi **Two-Tier Synchronization** agar pembukaan daftar tiket tidak mengalami *freeze* atau *timeout*.
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---
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## 2. Arsitektur Integrasi & Strategi Sinkronisasi
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### 2.1 Arsitektur Tingkat Tinggi (High-Level Architecture)
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```mermaid
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flowchart TB
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subgraph Freshservice [Freshservice API v2 Cloud]
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FS_TICKETS["GET /api/v2/tickets?include=requester,stats"]
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FS_DETAIL["GET /api/v2/tickets/{id}?include=requester,stats"]
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FS_ACTIVITIES["GET /api/v2/tickets/{id}/activities"]
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FS_CONVERSATIONS["GET /api/v2/tickets/{id}/conversations"]
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FS_AGENTS["GET /api/v2/agents/{id}"]
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FS_DEPTS["GET /api/v2/departments/{id}"]
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end
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subgraph Adapter [Integration Layer: FreshserviceClient]
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HTTP_CLIENT[HTTP Client with Basic Auth]
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CACHE_AGENT[In-Memory Cache: Agents]
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CACHE_DEPT[In-Memory Cache: Departments]
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DATA_PARSER[JSON Parser & Normalizer]
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end
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subgraph Odoo_Core [Odoo 19 ORM & Business Logic]
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LOCK_ENGINE[Row Lock: FOR UPDATE NOWAIT]
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SLA_ENGINE[Calendar Day SLA Engine]
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M_TICKET[(freshservice.ticket)]
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M_STAGE[(freshservice.ticket.stage.log)]
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M_CONV[(freshservice.ticket.conversation)]
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end
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FS_TICKETS -->|Batch Fetch Max 200| HTTP_CLIENT
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FS_DETAIL -->|Single Fetch on Demand| HTTP_CLIENT
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FS_ACTIVITIES --> HTTP_CLIENT
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FS_CONVERSATIONS --> HTTP_CLIENT
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FS_AGENTS <--> CACHE_AGENT
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FS_DEPTS <--> CACHE_DEPT
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CACHE_AGENT <--> HTTP_CLIENT
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CACHE_DEPT <--> HTTP_CLIENT
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HTTP_CLIENT --> DATA_PARSER
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DATA_PARSER --> LOCK_ENGINE
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LOCK_ENGINE --> M_TICKET
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DATA_PARSER --> SLA_ENGINE
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SLA_ENGINE --> M_STAGE
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DATA_PARSER --> M_CONV
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```
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---
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### 2.2 Pola Sinkronisasi: Two-Tier Synchronization
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Untuk menjamin skalabilitas dan menghindari *timeout*, sinkronisasi dibagi menjadi 2 tahap:
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1. **Tier 1: Lightweight Batch Sync (Daftar Tiket Terbaru)**
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* Dijalankan otomatis saat user membuka menu **Tiket Audit** (`web_search_read`).
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* Hanya mengambil ringkasan **200 tiket terbaru** (menggunakan paginasi 100 tiket per request).
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* Parameter query: `include=requester,stats` untuk mengambil ID, Subjek, Status, Prioritas, Nama Pemohon, Email, dan Waktu Dibuat.
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* **Tidak memanggil activities dan conversations** pada tier ini untuk menghemat bandwidth dan waktu eksekusi.
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2. **Tier 2: On-Demand Deep Sync (Detail Lengkap Tiket)**
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* Dijalankan secara otomatis (*lazy loading*) saat form tiket tertentu dibuka (`web_read`) atau saat tombol **"Sinkronkan Ulang dari Freshservice"** diklik.
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* Mengambil paket lengkap:
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* Status & detail terkini tiket.
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* Log seluruh riwayat aktivitas (`/activities`).
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* Log seluruh percakapan dan balasan email (`/conversations`).
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* Resolusi nama Agen IT dan Departemen via cache.
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---
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### 2.3 Diagram Alur Interaksi (Sequence Diagrams)
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#### A. Alur Tier 1: Membuka List Tiket (Auto-Sync Ringan)
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```mermaid
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sequenceDiagram
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autonumber
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actor User as Pengguna Odoo
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participant Web as Odoo Web Client (JS)
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participant Model as freshservice.ticket (ORM)
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participant Client as FreshserviceClient
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participant FS as Freshservice API v2
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User->>Web: Buka Menu "Tiket Freshservice"
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Web->>Model: web_search_read(domain, fields, offset, limit=200)
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Model->>Model: _auto_sync_recent_tickets(limit=200)
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Note over Model: Cek throttle interval (misal 60 detik)
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Model->>Client: fetch_recent_tickets(limit=200)
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Client->>FS: GET /api/v2/tickets?order_by=created_at&order_type=desc&per_page=100&page=1&include=requester,stats
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FS-->>Client: 200 OK (Array 100 Tiket + Requester + Stats)
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Client->>FS: GET /api/v2/tickets?order_by=created_at&order_type=desc&per_page=100&page=2&include=requester,stats
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FS-->>Client: 200 OK (Array 100 Tiket + Requester + Stats)
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Client-->>Model: Return List 200 Parsed Tickets
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Model->>Model: Batch Insert/Update ke freshservice_ticket
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Model-->>Web: Return Data 200 Tiket
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||||||
|
Web-->>User: Render Tree View Tiket
|
||||||
|
```
|
||||||
|
|
||||||
|
#### B. Alur Tier 2: Membuka Form Tiket (On-Demand Deep Sync)
|
||||||
|
|
||||||
|
```mermaid
|
||||||
|
sequenceDiagram
|
||||||
|
autonumber
|
||||||
|
actor User as Pengguna Odoo
|
||||||
|
participant Web as Odoo Web Client (JS)
|
||||||
|
participant Model as freshservice.ticket (ORM)
|
||||||
|
participant Client as FreshserviceClient
|
||||||
|
participant FS as Freshservice API v2
|
||||||
|
|
||||||
|
User->>Web: Klik Baris Tiket (Buka Form View)
|
||||||
|
Web->>Model: web_read(id, specification)
|
||||||
|
alt is_detail_synced == False
|
||||||
|
Model->>Model: Execute Row Lock (SELECT ... FOR UPDATE NOWAIT)
|
||||||
|
Model->>Client: fetch_ticket_full_data(external_ticket_id)
|
||||||
|
par Ambil Detail Tiket
|
||||||
|
Client->>FS: GET /api/v2/tickets/{id}?include=requester,stats
|
||||||
|
FS-->>Client: Ticket JSON
|
||||||
|
and Ambil Activities
|
||||||
|
Client->>FS: GET /api/v2/tickets/{id}/activities
|
||||||
|
FS-->>Client: Activities Array
|
||||||
|
and Ambil Percakapan
|
||||||
|
Client->>FS: GET /api/v2/tickets/{id}/conversations
|
||||||
|
FS-->>Client: Conversations Array
|
||||||
|
end
|
||||||
|
Client->>Client: Resolve Agent & Dept Names (Cache Checked)
|
||||||
|
Client-->>Model: Full Payload Package
|
||||||
|
Model->>Model: Update Header Tiket (is_detail_synced = True)
|
||||||
|
Model->>Model: Rekonstruksi freshservice.ticket.stage.log
|
||||||
|
Model->>Model: Hitung Durasi SLA Hari Kalender
|
||||||
|
Model->>Model: Simpan freshservice.ticket.conversation
|
||||||
|
end
|
||||||
|
Model-->>Web: Return Record Values (Header, Logs, Conversations)
|
||||||
|
Web-->>User: Tampilkan Form View Lengkap dengan Tab SLA & Audit Trail
|
||||||
|
```
|
||||||
|
|
||||||
|
---
|
||||||
|
|
||||||
|
## 3. Spesifikasi Endpoint Freshservice API v2 & Konfigurasi
|
||||||
|
|
||||||
|
### 3.1 Parameter Konfigurasi Sistem (UI Settings)
|
||||||
|
|
||||||
|
| Parameter Key | Field di Settings | Default | Deskripsi |
|
||||||
|
|---|---|---|---|
|
||||||
|
| `freshservice_ticket_audit.freshservice_url` | Freshservice URL | `https://ptglobalmultimedianetwork.freshservice.com` | Base URL portal Freshservice perusahaan. |
|
||||||
|
| `freshservice_ticket_audit.freshservice_api_key` | Freshservice API Key | - | API Key pengguna dengan hak baca tiket. |
|
||||||
|
| `freshservice_ticket_audit.freshservice_sync_limit` | Limit Sinkronisasi Tiket | `200` | **Batas jumlah tiket terbaru yang ditarik saat membuka halaman daftar tiket (dapat diubah dinamis via UI Konfigurasi).** |
|
||||||
|
| `freshservice_ticket_audit.freshservice_use_mock` | Gunakan Mock Data Engine | `False` | Switch antara mode simulasi dan Live API. |
|
||||||
|
|
||||||
|
### 3.2 Spesifikasi Endpoint Freshservice API v2
|
||||||
|
|
||||||
|
| No | Endpoint | HTTP Method | Header & Autentikasi | Parameter Wajib | Kegunaan |
|
||||||
|
|---|---|:---:|---|---|---|
|
||||||
|
| 1 | `/api/v2/tickets` | `GET` | `Authorization: Basic {API_KEY:X}`<br>`Accept: application/json` | `order_by=created_at`<br>`order_type=desc`<br>`per_page=100`<br>`page={1..N}`<br>`include=requester,stats` | Penarikan tiket terbaru sesuai limit konfigurasi (`freshservice_sync_limit`). |
|
||||||
|
| 2 | `/api/v2/tickets/{id}` | `GET` | Basic Auth | `include=requester,stats` | Pengambilan detail spesifik satu tiket. |
|
||||||
|
| 3 | `/api/v2/tickets/{id}/activities` | `GET` | Basic Auth | - | Rekonstruksi log audit trail dan tahapan status. |
|
||||||
|
| 4 | `/api/v2/tickets/{id}/conversations` | `GET` | Basic Auth | - | Pengambilan log chat/balasan email pada tiket. |
|
||||||
|
| 5 | `/api/v2/agents/{id}` | `GET` | Basic Auth | - | Resolusi ID agen menjadi nama lengkap (`first_name` + `last_name`). |
|
||||||
|
| 6 | `/api/v2/departments/{id}` | `GET` | Basic Auth | - | Resolusi ID departemen menjadi nama departemen. |
|
||||||
|
|
||||||
|
---
|
||||||
|
|
||||||
|
## 4. Pemetaan Data (Data Field Mapping Dictionary)
|
||||||
|
|
||||||
|
### 4.1 Entitas Utama: `freshservice.ticket`
|
||||||
|
|
||||||
|
| Nama Field Odoo | Tipe Odoo | Field Asal Freshservice v2 | Tipe Asal | Logika Transformasi & Keterangan |
|
||||||
|
|---|---|---|---|---|
|
||||||
|
| `external_ticket_id` | `Char` | `ticket.id` | `Integer` | Konversi integer ke string, diindeks untuk pencarian cepat. |
|
||||||
|
| `name` | `Char` | `ticket.subject` | `String` | Subjek/judul tiket. |
|
||||||
|
| `description` | `Text` | `ticket.description_text` | `String` | Teks isi deskripsi tanpa format HTML. |
|
||||||
|
| `status` | `Selection` | `ticket.status` | `Integer` | Dipetakan via `STATUS_MAP` (lihat tabel 4.4). |
|
||||||
|
| `priority` | `Selection` | `ticket.priority` | `Integer` | Dipetakan via `PRIORITY_MAP` (lihat tabel 4.5). |
|
||||||
|
| `requester_name` | `Char` | `ticket.requester.name` | `String` | Diambil dari objek embedded `requester`. |
|
||||||
|
| `requester_email` | `Char` | `ticket.requester.email` | `String` | Email pemohon dari objek embedded `requester`. |
|
||||||
|
| `responder_name` | `Char` | `ticket.responder_id` | `Integer` | Dicari via `/api/v2/agents/{responder_id}` $\rightarrow$ nama lengkap agen IT. Di-cache. |
|
||||||
|
| `department_name` | `Char` | `ticket.department_id` | `Integer` | Dicari via `/api/v2/departments/{department_id}` $\rightarrow$ nama departemen. Di-cache. |
|
||||||
|
| `ticket_created_at` | `Datetime` | `ticket.created_at` | `ISO 8601` | Diparsing dari UTC ISO 8601 (`YYYY-MM-DDTHH:MM:SSZ`) ke Odoo Datetime. |
|
||||||
|
| `due_by` | `Datetime` | `ticket.due_by` | `ISO 8601` | Batas waktu SLA penyelesaian tiket. |
|
||||||
|
| `first_responded_at` | `Datetime` | `ticket.stats.first_responded_at` | `ISO 8601` | Diambil dari objek embedded `stats`. |
|
||||||
|
| `resolved_at` | `Datetime` | `ticket.stats.resolved_at` | `ISO 8601` | Waktu selesai dari objek embedded `stats`. |
|
||||||
|
| `first_responder_name` | `Char` | Log Activities / Responder | `String` | Nama agen yang pertama kali merespons tiket. |
|
||||||
|
| `is_mock_data` | `Boolean` | Parameter Sistem | `Boolean` | `True` jika ditarik dari Mock Engine, `False` jika Live API. |
|
||||||
|
| `is_detail_synced` | `Boolean` | Internal System Flag | `Boolean` | Penanda apakah log aktivitas & percakapan sudah ditarik. |
|
||||||
|
| `last_detail_sync` | `Datetime` | Internal System Flag | `Datetime` | Timestamp terakhir kali detail disinkronkan. |
|
||||||
|
| `current_responsibility` | `Selection` | Dihitung otomatis | - | `'customer'` jika pending; `'closed'` jika resolved/closed; `'internal'` selainnya. |
|
||||||
|
| `first_response_time_days` | `Integer` | Dihitung otomatis | - | Selisih hari kalender dari `ticket_created_at` ke `first_responded_at`. |
|
||||||
|
| `first_response_time_display` | `Char` | Dihitung otomatis | - | Format representasi: `"X Hari"` atau `"Belum Ada Respon"`. |
|
||||||
|
| `total_agent_time_days` | `Integer` | Dihitung otomatis | - | Akumulasi hari kalender tanggung jawab `internal` (Waiting on Us). |
|
||||||
|
| `total_agent_time_display` | `Char` | Dihitung otomatis | - | Format representasi: `"X Hari"`. |
|
||||||
|
| `total_customer_time_days` | `Integer` | Dihitung otomatis | - | Akumulasi hari kalender tanggung jawab `customer` (Waiting on User). |
|
||||||
|
| `total_customer_time_display` | `Char` | Dihitung otomatis | - | Format representasi: `"X Hari"`. |
|
||||||
|
| `resolution_time_days` | `Integer` | Dihitung otomatis | - | Selisih hari kalender dari `ticket_created_at` ke `resolved_at`. |
|
||||||
|
| `resolution_time_display` | `Char` | Dihitung otomatis | - | Format representasi: `"X Hari"` atau `"Masih Berjalan"`. |
|
||||||
|
|
||||||
|
---
|
||||||
|
|
||||||
|
### 4.2 Entitas Audit Trail Status: `freshservice.ticket.stage.log`
|
||||||
|
|
||||||
|
Model ini dihasilkan dari rekonsiliasi data riwayat `/api/v2/tickets/{id}/activities`.
|
||||||
|
|
||||||
|
| Nama Field Odoo | Tipe Odoo | Field Asal Freshservice v2 | Tipe Asal | Logika Transformasi & Keterangan |
|
||||||
|
|---|---|---|---|---|
|
||||||
|
| `ticket_id` | `Many2one` | `ticket.id` | `Integer` | Relasi Many2one ke `freshservice.ticket` (ondelete='cascade'). |
|
||||||
|
| `stage_name` | `Char` | `activity.content` / Status | `String` | Nama tahapan status (misal: *Open*, *Pending Customer*, *Resolved*). |
|
||||||
|
| `responsibility` | `Selection` | Evaluasi Status & Aktivitas | `String` | `'customer'` jika menunggu user/pending; `'internal'` jika di pihak agen/IT. |
|
||||||
|
| `actor_name` | `Char` | `activity.actor.name` | `String` | Nama pihak yang melakukan aksi/perubahan status. |
|
||||||
|
| `actor_type` | `Selection` | `activity.actor.is_agent` / ID | - | `'Agent'` jika `is_agent=True`; `'System'` jika actor=0/workflow; `'Requester'` selainnya. |
|
||||||
|
| `activity_content` | `Text` | `activity.content` | `String` | Deskripsi detail log atau perubahan field pada Freshservice. |
|
||||||
|
| `start_date` | `Datetime` | `activity.created_at` | `ISO 8601` | Waktu dimulainya tahapan status ini. |
|
||||||
|
| `end_date` | `Datetime` | Aktivitas berikutnya (`created_at`) | `ISO 8601` | Waktu berakhirnya tahapan status ini (False jika status aktif). |
|
||||||
|
| `is_active` | `Boolean` | Evaluasi `end_date` | - | `True` jika merupakan tahapan terakhir yang sedang berlangsung. |
|
||||||
|
| `duration_days` | `Integer` | Dihitung otomatis | - | Durasi hari kalender dari `start_date` sampai `end_date` (atau saat ini). |
|
||||||
|
| `duration_hours` | `Float` | Dihitung otomatis | - | Durasi jam teknis (disimpan di database, disembunyikan di UI). |
|
||||||
|
| `duration_display` | `Char` | Dihitung otomatis | - | Contoh format tampilan: `"1 Hari"` atau `"2 Hari (Aktif)"`. |
|
||||||
|
|
||||||
|
---
|
||||||
|
|
||||||
|
### 4.3 Entitas Percakapan: `freshservice.ticket.conversation`
|
||||||
|
|
||||||
|
Model ini dihasilkan dari data `/api/v2/tickets/{id}/conversations`.
|
||||||
|
|
||||||
|
| Nama Field Odoo | Tipe Odoo | Field Asal Freshservice v2 | Tipe Asal | Logika Transformasi & Keterangan |
|
||||||
|
|---|---|---|---|---|
|
||||||
|
| `ticket_id` | `Many2one` | `ticket.id` | `Integer` | Relasi Many2one ke `freshservice.ticket`. |
|
||||||
|
| `external_id` | `Char` | `conversation.id` | `Integer` | ID unik percakapan pada Freshservice. |
|
||||||
|
| `user_name` | `Char` | `conversation.user_name` / User | `String` | Nama pengirim pesan/catatan. |
|
||||||
|
| `user_id_external` | `Char` | `conversation.user_id` | `Integer` | ID pengguna pengirim pesan pada Freshservice. |
|
||||||
|
| `incoming` | `Boolean` | `conversation.incoming` | `Boolean` | `True` jika pesan dari Pemohon (Customer); `False` jika balasan dari Agen IT. |
|
||||||
|
| `sender_type` | `Selection` | Evaluasi `incoming` | - | `'customer'` jika `incoming=True`; `'agent'` jika `incoming=False`. |
|
||||||
|
| `body_text` | `Text` | `conversation.body_text` | `String` | Isi teks pesan (plain text / stripped HTML). |
|
||||||
|
| `created_at` | `Datetime` | `conversation.created_at` | `ISO 8601` | Waktu pesan dikirimkan. |
|
||||||
|
|
||||||
|
---
|
||||||
|
|
||||||
|
### 4.4 Kamus Konversi Status (`STATUS_MAP`)
|
||||||
|
|
||||||
|
| Kode Freshservice | Deskripsi Freshservice | Value Odoo (`status`) | Label Odoo | Tanggung Jawab Default |
|
||||||
|
|:---:|---|---|---|:---:|
|
||||||
|
| `2` | Open | `'open'` | Open | Internal (*Waiting on Us*) |
|
||||||
|
| `3` | Pending | `'pending'` | Pending User | Customer (*Waiting on User*) |
|
||||||
|
| `4` | Resolved | `'resolved'` | Resolved | Selesai (*Closed*) |
|
||||||
|
| `5` | Closed | `'closed'` | Closed | Selesai (*Closed*) |
|
||||||
|
|
||||||
|
---
|
||||||
|
|
||||||
|
### 4.5 Kamus Konversi Prioritas (`PRIORITY_MAP`)
|
||||||
|
|
||||||
|
| Kode Freshservice | Deskripsi Freshservice | Value Odoo (`priority`) | Label Odoo |
|
||||||
|
|:---:|---|---|---|
|
||||||
|
| `1` | Low | `'low'` | Low |
|
||||||
|
| `2` | Medium | `'medium'` | Medium |
|
||||||
|
| `3` | High | `'high'` | High |
|
||||||
|
| `4` | Urgent | `'urgent'` | Urgent |
|
||||||
|
|
||||||
|
---
|
||||||
|
|
||||||
|
## 5. Logika Perhitungan SLA Berbasis Hari Kalender
|
||||||
|
|
||||||
|
### 5.1 Definisi & Formulasi
|
||||||
|
Perhitungan SLA tidak menggunakan selisih jam murni dibagi 24, melainkan menggunakan **selisih tanggal kalender** (*Calendar Days*) berdasarkan zona waktu pengguna (default `Asia/Jakarta`, UTC+7):
|
||||||
|
|
||||||
|
$$\text{Tanggal Mulai} = \text{Date}(\text{ConvertTZ}(\text{StartDatetime}, \text{UserTZ}))$$
|
||||||
|
|
||||||
|
$$\text{Tanggal Selesai} = \text{Date}(\text{ConvertTZ}(\text{EndDatetime}, \text{UserTZ}))$$
|
||||||
|
|
||||||
|
$$\text{Durasi Hari Kalender} = \max(0, \text{Tanggal Selesai} - \text{Tanggal Mulai})$$
|
||||||
|
|
||||||
|
### 5.2 Contoh Kasus Perhitungan
|
||||||
|
* **Kasus 1 (Hari yang Sama)**:
|
||||||
|
* Tiket dibuat: `13 Okt 2026 09:00 WIB`
|
||||||
|
* First Response: `13 Okt 2026 15:30 WIB`
|
||||||
|
* Perhitungan: $13\text{ Okt} - 13\text{ Okt} = \mathbf{0\text{ Hari}}$.
|
||||||
|
* **Kasus 2 (Ganti Hari / Besoknya)**:
|
||||||
|
* Tiket dibuat: `13 Okt 2026 16:00 WIB`
|
||||||
|
* First Response: `14 Okt 2026 08:30 WIB`
|
||||||
|
* Perhitungan: $14\text{ Okt} - 13\text{ Okt} = \mathbf{1\text{ Hari}}$.
|
||||||
|
* **Kasus 3 (Pending Berhari-hari)**:
|
||||||
|
* Status diubah ke *Waiting on User*: `14 Okt 2026`
|
||||||
|
* User membalas kembali: `17 Okt 2026`
|
||||||
|
* Perhitungan: $17\text{ Okt} - 14\text{ Okt} = \mathbf{3\text{ Hari}}$.
|
||||||
|
|
||||||
|
---
|
||||||
|
|
||||||
|
## 6. Penanganan Masalah & Optimasi Kinerja
|
||||||
|
|
||||||
|
1. **Peniadaan Ketergantungan User Odoo**:
|
||||||
|
* Field `user_id` ("Petugas Odoo") dan `user_ids` telah dihapus dari antarmuka pengguna (Form View, List View, Search View).
|
||||||
|
* Nilai `default=lambda self: self.env.user` telah dinonaktifkan sehingga tidak ada penugasan otomatis ke user sistem (seperti `OdooBot`).
|
||||||
|
2. **In-Memory Caching untuk Master Data**:
|
||||||
|
* API Freshservice tidak menyertakan nama agen/departemen secara langsung pada objek tiket.
|
||||||
|
* `FreshserviceClient` mengimplementasikan dictionary cache `_agent_cache` dan `_dept_cache` yang memangkas ratusan panggilan HTTP redundan saat memproses 200 tiket sekaligus.
|
||||||
|
3. **Database Concurrency Lock**:
|
||||||
|
* Fungsi `action_sync_from_freshservice` menerapkan query SQL:
|
||||||
|
```sql
|
||||||
|
SELECT id FROM freshservice_ticket WHERE id = %s FOR UPDATE NOWAIT;
|
||||||
|
```
|
||||||
|
Hal ini mencegah konflik penulisan/duplikasi data jika dua pengguna membuka tiket yang sama secara bersamaan.
|
||||||
|
4. **Paginasi Cepat Freshservice API**:
|
||||||
|
* Freshservice API membatasi maksimal 100 tiket per panggilan HTTP (`per_page=100`).
|
||||||
|
* Sinkronisasi awal melakukan *looping* otomatis (`page=1` dan `page=2`) untuk memperoleh tepat 200 tiket terbaru tanpa membebani server.
|
||||||
|
|
||||||
|
---
|
||||||
|
|
||||||
|
## 7. Status Pengujian & Verifikasi
|
||||||
|
|
||||||
|
Modul telah diuji langsung pada lingkungan Odoo 19 dengan database PostgreSQL `odoo19`:
|
||||||
|
* **Pengujian Penarikan 200 Tiket**: Berhasil mengekstrak tiket terbaru secara cepat.
|
||||||
|
* **Pengujian Integritas Data**: Field Pemohon, Email, Agen IT, dan Departemen terverifikasi terisi lengkap.
|
||||||
|
* **Pengujian Tampilan UI**: Field durasi jam berhasil disembunyikan dan seluruh metrik SLA tampil dalam satuan Hari Kalender.
|
||||||
|
|
||||||
|
---
|
||||||
|
|
||||||
|
## 7. Fitur Wizard Laporan Analisis Bottleneck (Excel / .xlsx)
|
||||||
|
|
||||||
|
### 7.1 Deskripsi & Tujuan
|
||||||
|
Fitur ini menyediakan pop-up wizard (`freshservice.ticket.bottleneck.wizard`) yang mengekspor hasil analisis bottleneck tiket ke dalam file spreadsheet Excel (`.xlsx`) berstandar presentasi manajemen/meeting.
|
||||||
|
|
||||||
|
Laporan ini membedah faktor keterlambatan tiket:
|
||||||
|
1. **Pemisahan Tanggung Jawab**: Apakah tiket tertahan lama di sisi Internal IT (*Waiting on Us*) atau di sisi User (*Waiting on Customer*).
|
||||||
|
2. **Ranking Bottleneck Tahapan**: Mengurutkan tahapan/status tiket dari yang durasinya paling lama (*slowest stage*) beserta penanggung jawab dan kontribusi persentasenya.
|
||||||
|
3. **Auto-Fetch On-Demand**: Bila tiket yang dipilih (misal tiket `#992`) belum tersinkron rincian stage log dan percakapannya, wizard otomatis melakukan fetch langsung ke API Freshservice sebelum mengompilasi workbook Excel.
|
||||||
|
|
||||||
|
### 7.2 Struktur Sheet Workbook Excel
|
||||||
|
1. **Sheet 1: `Ringkasan & Bottleneck KPI`**:
|
||||||
|
- Metadata Tiket (ID, Subjek, Pemohon, Departemen, Agen IT, Status, Tanggal Dibuat, Tanggal Selesai).
|
||||||
|
- Kartu Metrik KPI (Total Hari, Hari di IT, Hari di User, First Response).
|
||||||
|
- Tabel Ranking Bottleneck per Tahapan (diurutkan dari stage terlama ke tercepat).
|
||||||
|
- Banner Kesimpulan Bottleneck Utama untuk bahan evaluasi meeting.
|
||||||
|
2. **Sheet 2: `Audit Trail & Kronologi`**:
|
||||||
|
- Rincian kronologis transisi status, waktu mulai, waktu selesai, durasi hari & jam, penanggung jawab, dan deskripsi aktivitas.
|
||||||
|
3. **Sheet 3: `Percakapan & Respon`**:
|
||||||
|
- Riwayat catatan publik (*Public Reply*) dan internal (*Private Note*), pengirim, dan cuplikan pesan.
|
||||||
|
4. **Mode Multi-Tiket / Ranking**:
|
||||||
|
- Menghasilkan tabel ranking tiket terlama dengan ringkasan *primary bottleneck stage* masing-masing tiket.
|
||||||
|
|
||||||
5
gmn_freshservice/models/__init__.py
Normal file
5
gmn_freshservice/models/__init__.py
Normal file
@@ -0,0 +1,5 @@
|
|||||||
|
# -*- coding: utf-8 -*-
|
||||||
|
from . import gmn_res_config_settings_v01
|
||||||
|
from . import gmn_freshservice_ticket_stage_log_v01
|
||||||
|
from . import gmn_freshservice_ticket_conversation_v01
|
||||||
|
from . import gmn_freshservice_ticket_v01
|
||||||
BIN
gmn_freshservice/models/__pycache__/__init__.cpython-312.pyc
Normal file
BIN
gmn_freshservice/models/__pycache__/__init__.cpython-312.pyc
Normal file
Binary file not shown.
BIN
gmn_freshservice/models/__pycache__/__init__.cpython-314.pyc
Normal file
BIN
gmn_freshservice/models/__pycache__/__init__.cpython-314.pyc
Normal file
Binary file not shown.
Binary file not shown.
Binary file not shown.
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Binary file not shown.
Binary file not shown.
Binary file not shown.
Binary file not shown.
@@ -0,0 +1,36 @@
|
|||||||
|
# -*- coding: utf-8 -*-
|
||||||
|
from odoo import models, fields
|
||||||
|
|
||||||
|
class FreshserviceTicketConversation(models.Model):
|
||||||
|
_name = 'freshservice.ticket.conversation'
|
||||||
|
_description = 'Percakapan & Balasan Tiket Freshservice'
|
||||||
|
_order = 'created_at asc, id asc'
|
||||||
|
|
||||||
|
ticket_id = fields.Many2one(
|
||||||
|
'freshservice.ticket',
|
||||||
|
string='Tiket',
|
||||||
|
required=True,
|
||||||
|
ondelete='cascade',
|
||||||
|
index=True
|
||||||
|
)
|
||||||
|
|
||||||
|
external_id = fields.Char(string='ID Percakapan')
|
||||||
|
user_name = fields.Char(string='Pengirim')
|
||||||
|
user_id_external = fields.Char(string='User ID Freshservice')
|
||||||
|
|
||||||
|
incoming = fields.Boolean(
|
||||||
|
string='Pesan Masuk (Dari User)',
|
||||||
|
help='True jika dikirim oleh Customer/Requester, False jika balasan dari Agen IT.'
|
||||||
|
)
|
||||||
|
|
||||||
|
sender_type = fields.Selection([
|
||||||
|
('agent', 'IT Support (Agent)'),
|
||||||
|
('customer', 'User (Customer)'),
|
||||||
|
], string='Tipe Pengirim', compute='_compute_sender_type', store=True)
|
||||||
|
|
||||||
|
body_text = fields.Text(string='Isi Pesan')
|
||||||
|
created_at = fields.Datetime(string='Waktu Kirim')
|
||||||
|
|
||||||
|
def _compute_sender_type(self):
|
||||||
|
for rec in self:
|
||||||
|
rec.sender_type = 'customer' if rec.incoming else 'agent'
|
||||||
363
gmn_freshservice/models/gmn_freshservice_ticket_stage_log_v01.py
Normal file
363
gmn_freshservice/models/gmn_freshservice_ticket_stage_log_v01.py
Normal file
@@ -0,0 +1,363 @@
|
|||||||
|
# -*- coding: utf-8 -*-
|
||||||
|
from datetime import timedelta, datetime, time
|
||||||
|
from odoo import models, fields, api
|
||||||
|
|
||||||
|
# ============================================================
|
||||||
|
# KONSTANTA JAM KERJA OPERASIONAL (WIB / UTC+7)
|
||||||
|
# Senin-Jumat, 08:30-17:30, Break 12:30-13:30 (8 jam efektif)
|
||||||
|
# ============================================================
|
||||||
|
_WORK_START = time(8, 30) # 08:30
|
||||||
|
_WORK_END = time(17, 30) # 17:30
|
||||||
|
_BREAK_START = time(12, 30) # 12:30
|
||||||
|
_BREAK_END = time(13, 30) # 13:30
|
||||||
|
_WORK_HOURS_PER_DAY = 8.0 # jam efektif per hari
|
||||||
|
|
||||||
|
|
||||||
|
def _working_seconds_in_day(t_start, t_end):
|
||||||
|
"""Hitung detik kerja efektif dalam satu hari antara t_start dan t_end (time objects).
|
||||||
|
Mengecualikan break 12:30-13:30 dan di luar jam kerja 08:30-17:30.
|
||||||
|
"""
|
||||||
|
# Clamp ke jam kerja
|
||||||
|
t_start = max(t_start, _WORK_START)
|
||||||
|
t_end = min(t_end, _WORK_END)
|
||||||
|
if t_end <= t_start:
|
||||||
|
return 0.0
|
||||||
|
|
||||||
|
def to_sec(t):
|
||||||
|
return t.hour * 3600 + t.minute * 60 + t.second
|
||||||
|
|
||||||
|
total = to_sec(t_end) - to_sec(t_start)
|
||||||
|
|
||||||
|
# Kurangi overlap dengan break 12:30-13:30
|
||||||
|
break_s = max(t_start, _BREAK_START)
|
||||||
|
break_e = min(t_end, _BREAK_END)
|
||||||
|
if break_e > break_s:
|
||||||
|
total -= (to_sec(break_e) - to_sec(break_s))
|
||||||
|
|
||||||
|
return max(0.0, total)
|
||||||
|
|
||||||
|
|
||||||
|
# Hari Libur Nasional & Cuti Bersama Indonesia (2024-2026)
|
||||||
|
_INDONESIA_HOLIDAYS = {
|
||||||
|
# 2024
|
||||||
|
datetime(2024, 1, 1).date(), datetime(2024, 2, 8).date(), datetime(2024, 2, 9).date(),
|
||||||
|
datetime(2024, 2, 10).date(), datetime(2024, 3, 11).date(), datetime(2024, 3, 12).date(),
|
||||||
|
datetime(2024, 3, 29).date(), datetime(2024, 3, 31).date(), datetime(2024, 4, 8).date(),
|
||||||
|
datetime(2024, 4, 9).date(), datetime(2024, 4, 10).date(), datetime(2024, 4, 11).date(),
|
||||||
|
datetime(2024, 4, 12).date(), datetime(2024, 4, 15).date(), datetime(2024, 5, 1).date(),
|
||||||
|
datetime(2024, 5, 9).date(), datetime(2024, 5, 10).date(), datetime(2024, 5, 23).date(),
|
||||||
|
datetime(2024, 5, 24).date(), datetime(2024, 6, 1).date(), datetime(2024, 6, 17).date(),
|
||||||
|
datetime(2024, 6, 18).date(), datetime(2024, 7, 7).date(), datetime(2024, 8, 17).date(),
|
||||||
|
datetime(2024, 9, 16).date(), datetime(2024, 12, 25).date(), datetime(2024, 12, 26).date(),
|
||||||
|
# 2025
|
||||||
|
datetime(2025, 1, 1).date(), datetime(2025, 1, 27).date(), datetime(2025, 1, 28).date(),
|
||||||
|
datetime(2025, 1, 29).date(), datetime(2025, 3, 28).date(), datetime(2025, 3, 29).date(),
|
||||||
|
datetime(2025, 3, 31).date(), datetime(2025, 4, 1).date(), datetime(2025, 4, 2).date(),
|
||||||
|
datetime(2025, 4, 3).date(), datetime(2025, 4, 4).date(), datetime(2025, 4, 7).date(),
|
||||||
|
datetime(2025, 4, 18).date(), datetime(2025, 4, 20).date(), datetime(2025, 5, 1).date(),
|
||||||
|
datetime(2025, 5, 12).date(), datetime(2025, 5, 13).date(), datetime(2025, 5, 29).date(),
|
||||||
|
datetime(2025, 5, 30).date(), datetime(2025, 6, 1).date(), datetime(2025, 6, 6).date(),
|
||||||
|
datetime(2025, 6, 9).date(), datetime(2025, 6, 27).date(), datetime(2025, 8, 17).date(),
|
||||||
|
datetime(2025, 9, 5).date(), datetime(2025, 12, 25).date(), datetime(2025, 12, 26).date(),
|
||||||
|
# 2026
|
||||||
|
datetime(2026, 1, 1).date(), datetime(2026, 1, 16).date(), datetime(2026, 2, 17).date(),
|
||||||
|
datetime(2026, 3, 19).date(), datetime(2026, 3, 20).date(), datetime(2026, 3, 21).date(),
|
||||||
|
datetime(2026, 4, 3).date(), datetime(2026, 5, 1).date(), datetime(2026, 5, 14).date(),
|
||||||
|
datetime(2026, 5, 31).date(), datetime(2026, 6, 1).date(), datetime(2026, 6, 27).date(),
|
||||||
|
datetime(2026, 7, 16).date(), datetime(2026, 8, 17).date(), datetime(2026, 8, 25).date(),
|
||||||
|
datetime(2026, 12, 25).date(),
|
||||||
|
}
|
||||||
|
|
||||||
|
|
||||||
|
def _holiday_dates(env, start_date, end_date):
|
||||||
|
"""Return public leave dates combining Indonesian public holidays with Odoo's calendar leaves."""
|
||||||
|
res = {d for d in _INDONESIA_HOLIDAYS if start_date <= d <= end_date}
|
||||||
|
if not env or not hasattr(env, '__getitem__'):
|
||||||
|
return res
|
||||||
|
try:
|
||||||
|
leaves = env['resource.calendar.leaves'].sudo().search([
|
||||||
|
('date_from', '<', datetime.combine(end_date + timedelta(days=1), time.min)),
|
||||||
|
('date_to', '>=', datetime.combine(start_date, time.min)),
|
||||||
|
])
|
||||||
|
for leave in leaves:
|
||||||
|
if leave.date_from:
|
||||||
|
res.add(fields.Datetime.context_timestamp(env.user, leave.date_from).date())
|
||||||
|
except Exception:
|
||||||
|
pass
|
||||||
|
return res
|
||||||
|
|
||||||
|
|
||||||
|
def compute_working_hours(env, start_dt, end_dt=None):
|
||||||
|
"""Menghitung jam kerja efektif antara start_dt dan end_dt.
|
||||||
|
|
||||||
|
Aturan:
|
||||||
|
- Jam kerja: 08:30 - 17:30 WIB (UTC+7)
|
||||||
|
- Break: 12:30 - 13:30 (tidak dihitung)
|
||||||
|
- Hari kerja: Senin - Jumat (Sabtu & Minggu dilewati)
|
||||||
|
- Jam di DB diasumsikan UTC → dikonversi ke WIB dengan +7 jam
|
||||||
|
|
||||||
|
Returns:
|
||||||
|
float: total jam kerja efektif (dibulatkan 2 desimal)
|
||||||
|
"""
|
||||||
|
if not start_dt:
|
||||||
|
return 0.0
|
||||||
|
|
||||||
|
# Normalisasi ke datetime naive (UTC)
|
||||||
|
def to_naive_utc(dt):
|
||||||
|
if isinstance(dt, str):
|
||||||
|
for fmt in ('%Y-%m-%d %H:%M:%S', '%Y-%m-%dT%H:%M:%S', '%Y-%m-%d %H:%M:%S.%f'):
|
||||||
|
try:
|
||||||
|
return datetime.strptime(dt, fmt)
|
||||||
|
except ValueError:
|
||||||
|
continue
|
||||||
|
return None
|
||||||
|
if hasattr(dt, 'tzinfo') and dt.tzinfo is not None:
|
||||||
|
return dt.replace(tzinfo=None) - dt.utcoffset()
|
||||||
|
return dt
|
||||||
|
|
||||||
|
s_utc = to_naive_utc(start_dt)
|
||||||
|
e_utc = to_naive_utc(end_dt) if end_dt else datetime.utcnow()
|
||||||
|
|
||||||
|
if not s_utc or not e_utc or e_utc <= s_utc:
|
||||||
|
return 0.0
|
||||||
|
|
||||||
|
# Konversi ke WIB (UTC+7)
|
||||||
|
s_wib = s_utc + timedelta(hours=7)
|
||||||
|
e_wib = e_utc + timedelta(hours=7)
|
||||||
|
|
||||||
|
total_seconds = 0.0
|
||||||
|
curr = s_wib.date()
|
||||||
|
end_date = e_wib.date()
|
||||||
|
holidays = _holiday_dates(env, curr, end_date)
|
||||||
|
|
||||||
|
while curr <= end_date:
|
||||||
|
# Lewati Sabtu, Minggu, dan tanggal leave/libur nasional terdaftar
|
||||||
|
if curr.weekday() >= 5 or curr in holidays:
|
||||||
|
curr += timedelta(days=1)
|
||||||
|
continue
|
||||||
|
|
||||||
|
# Tentukan window waktu untuk hari ini
|
||||||
|
day_start = datetime.combine(curr, _WORK_START)
|
||||||
|
day_end = datetime.combine(curr, _WORK_END)
|
||||||
|
|
||||||
|
# Clamp ke range s_wib - e_wib
|
||||||
|
seg_start = max(datetime.combine(curr, time(0, 0)), s_wib)
|
||||||
|
seg_end = min(datetime.combine(curr, time(23, 59, 59)), e_wib)
|
||||||
|
|
||||||
|
# Ambil time portion untuk _working_seconds_in_day
|
||||||
|
t_s = max(seg_start, day_start)
|
||||||
|
t_e = min(seg_end, day_end)
|
||||||
|
|
||||||
|
if t_e > t_s:
|
||||||
|
total_seconds += _working_seconds_in_day(t_s.time(), t_e.time())
|
||||||
|
|
||||||
|
curr += timedelta(days=1)
|
||||||
|
|
||||||
|
return round(total_seconds / 3600.0, 2)
|
||||||
|
|
||||||
|
|
||||||
|
def format_working_duration(hours_float, is_active=False):
|
||||||
|
"""Format jam kerja efektif menjadi string yang mudah dibaca.
|
||||||
|
Contoh: 12.0 → '12 Jam (1.5 Hari Kerja)'
|
||||||
|
"""
|
||||||
|
if not hours_float or hours_float <= 0:
|
||||||
|
suffix = ' (Aktif)' if is_active else ''
|
||||||
|
return f'0 Jam{suffix}'
|
||||||
|
h = round(hours_float, 2)
|
||||||
|
wd = round(h / _WORK_HOURS_PER_DAY, 2)
|
||||||
|
# Tampilkan hari kerja: bulatkan ke .5 terdekat untuk keterbacaan
|
||||||
|
wd_display = round(wd * 2) / 2
|
||||||
|
suffix = ' (Aktif)' if is_active else ''
|
||||||
|
return f'{h:.4g} Jam ({wd_display:.4g} Hari Kerja){suffix}'
|
||||||
|
|
||||||
|
|
||||||
|
def compute_calendar_days(env, start_dt, end_dt=None, exclude_weekends=True):
|
||||||
|
"""
|
||||||
|
Menghitung selisih hari kerja (Working Days / Business Days) berdasarkan pergantian tanggal.
|
||||||
|
Secara default mengecualikan hari Sabtu (weekday=5) dan Minggu (weekday=6),
|
||||||
|
sehingga hari libur akhir pekan tidak terhitung sebagai waiting time / penalti SLA.
|
||||||
|
|
||||||
|
- exclude_weekends=True (default):
|
||||||
|
* Dibuat Jumat, selesai Senin = 1 Hari Kerja (Sabtu & Minggu diskip).
|
||||||
|
* Dibuat Jumat, selesai Jumat = 0 Hari Kerja.
|
||||||
|
* Dibuat Sabtu, selesai Minggu = 0 Hari Kerja.
|
||||||
|
- exclude_weekends=False:
|
||||||
|
* Menghitung total hari kalender biasa murni.
|
||||||
|
"""
|
||||||
|
if not start_dt:
|
||||||
|
return 0
|
||||||
|
try:
|
||||||
|
user_tz = env.context.get('tz') or env.user.tz or 'Asia/Jakarta'
|
||||||
|
user_record = env.user.with_context(tz=user_tz)
|
||||||
|
start_date = fields.Datetime.context_timestamp(user_record, start_dt).date()
|
||||||
|
if end_dt:
|
||||||
|
end_date = fields.Datetime.context_timestamp(user_record, end_dt).date()
|
||||||
|
else:
|
||||||
|
now_dt = fields.Datetime.now()
|
||||||
|
end_date = fields.Datetime.context_timestamp(user_record, now_dt).date()
|
||||||
|
|
||||||
|
if end_date <= start_date:
|
||||||
|
return 0
|
||||||
|
|
||||||
|
if not exclude_weekends:
|
||||||
|
return (end_date - start_date).days
|
||||||
|
|
||||||
|
# Hitung hari kerja dengan melewati Sabtu (5) dan Minggu (6)
|
||||||
|
work_days = 0
|
||||||
|
curr = start_date + timedelta(days=1)
|
||||||
|
while curr <= end_date:
|
||||||
|
if curr.weekday() < 5: # 0=Senin ... 4=Jumat
|
||||||
|
work_days += 1
|
||||||
|
curr += timedelta(days=1)
|
||||||
|
return work_days
|
||||||
|
except Exception:
|
||||||
|
s_date = start_dt.date() if hasattr(start_dt, 'date') else start_dt
|
||||||
|
e_date = (end_dt or fields.Datetime.now()).date() if hasattr(end_dt or fields.Datetime.now(), 'date') else end_dt
|
||||||
|
if e_date <= s_date:
|
||||||
|
return 0
|
||||||
|
if not exclude_weekends:
|
||||||
|
return max(0, (e_date - s_date).days)
|
||||||
|
work_days = 0
|
||||||
|
curr = s_date + timedelta(days=1)
|
||||||
|
while curr <= e_date:
|
||||||
|
if curr.weekday() < 5:
|
||||||
|
work_days += 1
|
||||||
|
curr += timedelta(days=1)
|
||||||
|
return work_days
|
||||||
|
|
||||||
|
def format_duration_days(days_int, is_active=False):
|
||||||
|
"""Memformat durasi dalam bilangan bulat Hari."""
|
||||||
|
days = max(0, int(days_int or 0))
|
||||||
|
if is_active:
|
||||||
|
return f"{days} Hari (Aktif)"
|
||||||
|
return f"{days} Hari"
|
||||||
|
|
||||||
|
def format_duration_human(hours_float):
|
||||||
|
"""Helper kompatibilitas yang sekarang menampilkan satuan hari."""
|
||||||
|
if not hours_float or hours_float <= 0:
|
||||||
|
return "0 Hari"
|
||||||
|
days = int(round(hours_float / 24.0))
|
||||||
|
return f"{days} Hari"
|
||||||
|
|
||||||
|
class FreshserviceTicketStageLog(models.Model):
|
||||||
|
_name = 'freshservice.ticket.stage.log'
|
||||||
|
_description = 'Audit Trail Riwayat Status & Durasi Tiket'
|
||||||
|
_order = 'start_date asc, id asc'
|
||||||
|
|
||||||
|
ticket_id = fields.Many2one(
|
||||||
|
'freshservice.ticket',
|
||||||
|
string='Tiket',
|
||||||
|
required=True,
|
||||||
|
ondelete='cascade',
|
||||||
|
index=True
|
||||||
|
)
|
||||||
|
|
||||||
|
stage_name = fields.Char(string='Status / Stage', required=True)
|
||||||
|
|
||||||
|
responsibility = fields.Selection([
|
||||||
|
('internal', 'Internal (Waiting on Us)'),
|
||||||
|
('customer', 'Customer (Waiting on User)'),
|
||||||
|
('on_hold', 'On Hold (SLA is Paused)'),
|
||||||
|
('third_party', 'Waiting on Third Party (SLA is Paused)'),
|
||||||
|
('internal_discussion', 'Waiting on Internal Discussion (SLA is Paused)'),
|
||||||
|
('scheduled_meeting', 'Tunggu Bersama (Scheduled Meeting - SLA is Paused)'),
|
||||||
|
('external_activity', 'External Activity (SLA is Paused)'),
|
||||||
|
('resolved_idle', 'Resolved (Ticket Closed/Idle)'),
|
||||||
|
], string='Tanggung Jawab', required=True, default='internal', index=True)
|
||||||
|
|
||||||
|
actor_name = fields.Char(string='Pelaku / Actor')
|
||||||
|
actor_type = fields.Selection([
|
||||||
|
('Agent', 'IT Support / Agent'),
|
||||||
|
('Requester', 'User / Customer'),
|
||||||
|
('System', 'System'),
|
||||||
|
], string='Tipe Pelaku', default='Agent')
|
||||||
|
|
||||||
|
activity_content = fields.Text(string='Deskripsi Aktivitas')
|
||||||
|
|
||||||
|
start_date = fields.Datetime(string='Waktu Mulai', required=True)
|
||||||
|
end_date = fields.Datetime(string='Waktu Selesai')
|
||||||
|
|
||||||
|
is_active = fields.Boolean(
|
||||||
|
string='Sedang Berjalan',
|
||||||
|
compute='_compute_is_active',
|
||||||
|
store=True
|
||||||
|
)
|
||||||
|
|
||||||
|
duration_days = fields.Integer(
|
||||||
|
string='Durasi (Hari)',
|
||||||
|
compute='_compute_duration',
|
||||||
|
store=True
|
||||||
|
)
|
||||||
|
|
||||||
|
duration_hours = fields.Float(
|
||||||
|
string='Durasi (Jam)',
|
||||||
|
compute='_compute_duration',
|
||||||
|
store=True,
|
||||||
|
digits=(12, 2)
|
||||||
|
)
|
||||||
|
|
||||||
|
duration_display = fields.Char(
|
||||||
|
string='Durasi',
|
||||||
|
compute='_compute_duration',
|
||||||
|
store=True
|
||||||
|
)
|
||||||
|
|
||||||
|
working_hours = fields.Float(
|
||||||
|
string='Jam Kerja',
|
||||||
|
compute='_compute_working_metrics',
|
||||||
|
store=True,
|
||||||
|
digits=(12, 2)
|
||||||
|
)
|
||||||
|
|
||||||
|
working_days_effective = fields.Float(
|
||||||
|
string='Hari Kerja Efektif',
|
||||||
|
compute='_compute_working_metrics',
|
||||||
|
store=True,
|
||||||
|
digits=(12, 2)
|
||||||
|
)
|
||||||
|
|
||||||
|
working_duration_display = fields.Char(
|
||||||
|
string='Durasi Jam Kerja',
|
||||||
|
compute='_compute_working_metrics',
|
||||||
|
store=True
|
||||||
|
)
|
||||||
|
|
||||||
|
@api.depends('end_date')
|
||||||
|
def _compute_is_active(self):
|
||||||
|
for rec in self:
|
||||||
|
rec.is_active = not bool(rec.end_date)
|
||||||
|
|
||||||
|
@api.depends('start_date', 'end_date', 'is_active')
|
||||||
|
def _compute_working_metrics(self):
|
||||||
|
for rec in self:
|
||||||
|
if rec.start_date:
|
||||||
|
wh = compute_working_hours(self.env, rec.start_date, rec.end_date)
|
||||||
|
rec.working_hours = wh
|
||||||
|
rec.working_days_effective = round(wh / 8.0, 2)
|
||||||
|
rec.working_duration_display = format_working_duration(wh, is_active=rec.is_active)
|
||||||
|
else:
|
||||||
|
rec.working_hours = 0.0
|
||||||
|
rec.working_days_effective = 0.0
|
||||||
|
rec.working_duration_display = "-"
|
||||||
|
|
||||||
|
@api.depends('start_date', 'end_date')
|
||||||
|
def _compute_duration(self):
|
||||||
|
for rec in self:
|
||||||
|
if rec.start_date:
|
||||||
|
days = compute_calendar_days(self.env, rec.start_date, rec.end_date)
|
||||||
|
rec.duration_days = days
|
||||||
|
if rec.end_date:
|
||||||
|
delta = rec.end_date - rec.start_date
|
||||||
|
hours = max(0.0, delta.total_seconds() / 3600.0)
|
||||||
|
rec.duration_hours = round(hours, 2)
|
||||||
|
rec.duration_display = format_duration_days(days)
|
||||||
|
else:
|
||||||
|
# Sedang aktif berjalan sampai sekarang
|
||||||
|
delta = fields.Datetime.now() - rec.start_date
|
||||||
|
hours = max(0.0, delta.total_seconds() / 3600.0)
|
||||||
|
rec.duration_hours = round(hours, 2)
|
||||||
|
rec.duration_display = format_duration_days(days, is_active=True)
|
||||||
|
else:
|
||||||
|
rec.duration_days = 0
|
||||||
|
rec.duration_hours = 0.0
|
||||||
|
rec.duration_display = "-"
|
||||||
965
gmn_freshservice/models/gmn_freshservice_ticket_v01.py
Normal file
965
gmn_freshservice/models/gmn_freshservice_ticket_v01.py
Normal file
@@ -0,0 +1,965 @@
|
|||||||
|
# -*- coding: utf-8 -*-
|
||||||
|
import re
|
||||||
|
import logging
|
||||||
|
from datetime import datetime, timedelta, timezone
|
||||||
|
from odoo import models, fields, api, _
|
||||||
|
from odoo.exceptions import UserError
|
||||||
|
from ..services.gmn_freshservice_client_v01 import FreshserviceClient
|
||||||
|
from .gmn_freshservice_ticket_stage_log_v01 import format_duration_human, format_duration_days, compute_calendar_days
|
||||||
|
|
||||||
|
_logger = logging.getLogger(__name__)
|
||||||
|
|
||||||
|
class FreshserviceTicket(models.Model):
|
||||||
|
_name = 'freshservice.ticket'
|
||||||
|
_description = 'Freshservice Ticket with Audit Trail'
|
||||||
|
_inherit = ['mail.thread', 'mail.activity.mixin']
|
||||||
|
_order = 'ticket_created_at desc, id desc'
|
||||||
|
|
||||||
|
name = fields.Char(string='Subject / Judul Tiket', required=True, tracking=True)
|
||||||
|
external_ticket_id = fields.Char(string='ID Tiket Freshservice', required=True, index=True, default='129')
|
||||||
|
|
||||||
|
description = fields.Text(string='Deskripsi Tiket')
|
||||||
|
|
||||||
|
status = fields.Selection([
|
||||||
|
('open', 'Open'),
|
||||||
|
('pending', 'Pending User'),
|
||||||
|
('resolved', 'Resolved'),
|
||||||
|
('closed', 'Closed'),
|
||||||
|
], string='Status', default='open', tracking=True, index=True)
|
||||||
|
|
||||||
|
priority = fields.Selection([
|
||||||
|
('low', 'Low'),
|
||||||
|
('medium', 'Medium'),
|
||||||
|
('high', 'High'),
|
||||||
|
('urgent', 'Urgent'),
|
||||||
|
], string='Prioritas', default='medium', tracking=True)
|
||||||
|
|
||||||
|
requester_name = fields.Char(string='Pemohon (User)', tracking=True)
|
||||||
|
requester_email = fields.Char(string='Email Pemohon')
|
||||||
|
responder_name = fields.Char(string='Agen Penanggung Jawab (IT)', tracking=True)
|
||||||
|
department_name = fields.Char(string='Departemen')
|
||||||
|
|
||||||
|
# ==========================================
|
||||||
|
# USER & PENUGASAN (Dari Freshservice)
|
||||||
|
# ==========================================
|
||||||
|
user_id = fields.Many2one(
|
||||||
|
'res.users',
|
||||||
|
string='Petugas Odoo',
|
||||||
|
tracking=True,
|
||||||
|
index=True,
|
||||||
|
help='User internal Odoo yang bertanggung jawab menangani tiket ini.'
|
||||||
|
)
|
||||||
|
user_ids = fields.Many2many(
|
||||||
|
'res.users',
|
||||||
|
'freshservice_ticket_user_rel',
|
||||||
|
'ticket_id',
|
||||||
|
'user_id',
|
||||||
|
string='Tim Penangan',
|
||||||
|
tracking=True,
|
||||||
|
help='Daftar user internal yang turut berkolaborasi dalam tiket ini.'
|
||||||
|
)
|
||||||
|
|
||||||
|
ticket_created_at = fields.Datetime(string='Waktu Dibuat', index=True)
|
||||||
|
due_by = fields.Datetime(string='Batas Waktu (Due Date)')
|
||||||
|
first_responded_at = fields.Datetime(string='Waktu First Response')
|
||||||
|
resolved_at = fields.Datetime(string='Waktu Selesai (Resolved)')
|
||||||
|
|
||||||
|
is_mock_data = fields.Boolean(string='Menggunakan Data Mock', default=True, readonly=True)
|
||||||
|
is_detail_synced = fields.Boolean(
|
||||||
|
string='Detail Lengkap Tersinkron',
|
||||||
|
default=False,
|
||||||
|
readonly=True,
|
||||||
|
copy=False,
|
||||||
|
help='Menandakan apakah detail riwayat status & percakapan tiket sudah di-fetch dari Freshservice.'
|
||||||
|
)
|
||||||
|
last_detail_sync = fields.Datetime(
|
||||||
|
string='Waktu Terakhir Sync Detail',
|
||||||
|
readonly=True,
|
||||||
|
copy=False
|
||||||
|
)
|
||||||
|
|
||||||
|
# ==========================================
|
||||||
|
# METRIK SLA & BREAKDOWN DURASI (HARI)
|
||||||
|
# ==========================================
|
||||||
|
first_responder_name = fields.Char(string='First Responder', tracking=True)
|
||||||
|
|
||||||
|
first_response_time_days = fields.Integer(
|
||||||
|
string='First Response Time (Hari)',
|
||||||
|
compute='_compute_time_metrics',
|
||||||
|
store=True
|
||||||
|
)
|
||||||
|
first_response_time_hours = fields.Float(
|
||||||
|
string='First Response Time (Jam)',
|
||||||
|
compute='_compute_time_metrics',
|
||||||
|
store=True,
|
||||||
|
digits=(12, 2)
|
||||||
|
)
|
||||||
|
first_response_time_display = fields.Char(
|
||||||
|
string='First Response Time',
|
||||||
|
compute='_compute_time_metrics',
|
||||||
|
store=True
|
||||||
|
)
|
||||||
|
|
||||||
|
total_agent_time_days = fields.Integer(
|
||||||
|
string='Total Waktu di Agen (Hari)',
|
||||||
|
compute='_compute_time_metrics',
|
||||||
|
store=True
|
||||||
|
)
|
||||||
|
total_agent_time_hours = fields.Float(
|
||||||
|
string='Total Waktu di Agen (Jam)',
|
||||||
|
compute='_compute_time_metrics',
|
||||||
|
store=True,
|
||||||
|
digits=(12, 2)
|
||||||
|
)
|
||||||
|
total_agent_time_display = fields.Char(
|
||||||
|
string='Agen (Waiting on Us)',
|
||||||
|
compute='_compute_time_metrics',
|
||||||
|
store=True
|
||||||
|
)
|
||||||
|
|
||||||
|
total_customer_time_days = fields.Integer(
|
||||||
|
string='Total Waktu di User (Hari)',
|
||||||
|
compute='_compute_time_metrics',
|
||||||
|
store=True
|
||||||
|
)
|
||||||
|
total_customer_time_hours = fields.Float(
|
||||||
|
string='Total Waktu di User (Jam)',
|
||||||
|
compute='_compute_time_metrics',
|
||||||
|
store=True,
|
||||||
|
digits=(12, 2)
|
||||||
|
)
|
||||||
|
total_customer_time_display = fields.Char(
|
||||||
|
string='User (Waiting on User)',
|
||||||
|
compute='_compute_time_metrics',
|
||||||
|
store=True
|
||||||
|
)
|
||||||
|
|
||||||
|
resolution_time_days = fields.Integer(
|
||||||
|
string='Waktu Penyelesaian (Hari)',
|
||||||
|
compute='_compute_time_metrics',
|
||||||
|
store=True
|
||||||
|
)
|
||||||
|
resolution_time_hours = fields.Float(
|
||||||
|
string='Waktu Penyelesaian (Jam)',
|
||||||
|
compute='_compute_time_metrics',
|
||||||
|
store=True,
|
||||||
|
digits=(12, 2)
|
||||||
|
)
|
||||||
|
resolution_time_display = fields.Char(
|
||||||
|
string='Total Waktu Selesai',
|
||||||
|
compute='_compute_time_metrics',
|
||||||
|
store=True
|
||||||
|
)
|
||||||
|
|
||||||
|
current_responsibility = fields.Selection([
|
||||||
|
('internal', 'Waiting on Us (Internal)'),
|
||||||
|
('customer', 'Waiting on User (Customer)'),
|
||||||
|
('closed', 'Tiket Selesai'),
|
||||||
|
], string='Status Tanggung Jawab Saat Ini', compute='_compute_time_metrics', store=True)
|
||||||
|
|
||||||
|
# Relasi
|
||||||
|
stage_log_ids = fields.One2many(
|
||||||
|
'freshservice.ticket.stage.log',
|
||||||
|
'ticket_id',
|
||||||
|
string='Riwayat Audit Trail & Durasi'
|
||||||
|
)
|
||||||
|
conversation_ids = fields.One2many(
|
||||||
|
'freshservice.ticket.conversation',
|
||||||
|
'ticket_id',
|
||||||
|
string='Daftar Percakapan & Balasan'
|
||||||
|
)
|
||||||
|
|
||||||
|
@api.depends(
|
||||||
|
'ticket_created_at', 'first_responded_at', 'resolved_at', 'status', 'is_detail_synced',
|
||||||
|
'stage_log_ids.duration_days', 'stage_log_ids.duration_hours', 'stage_log_ids.is_active'
|
||||||
|
)
|
||||||
|
def _compute_time_metrics(self):
|
||||||
|
for rec in self:
|
||||||
|
# 1. Hitung First Response
|
||||||
|
if rec.ticket_created_at and rec.first_responded_at:
|
||||||
|
delta_fr = rec.first_responded_at - rec.ticket_created_at
|
||||||
|
hours_fr = max(0.0, delta_fr.total_seconds() / 3600.0)
|
||||||
|
rec.first_response_time_hours = round(hours_fr, 2)
|
||||||
|
|
||||||
|
fr_days = compute_calendar_days(self.env, rec.ticket_created_at, rec.first_responded_at)
|
||||||
|
rec.first_response_time_days = fr_days
|
||||||
|
rec.first_response_time_display = format_duration_days(fr_days)
|
||||||
|
else:
|
||||||
|
rec.first_response_time_hours = 0.0
|
||||||
|
rec.first_response_time_days = 0
|
||||||
|
rec.first_response_time_display = "Belum Ada Respon"
|
||||||
|
|
||||||
|
# 2. Hitung total SLA berdasarkan jam kerja efektif, bukan durasi kalender.
|
||||||
|
agent_hours = sum(l.working_hours for l in rec.stage_log_ids if l.responsibility == 'internal')
|
||||||
|
cust_hours = sum(l.working_hours for l in rec.stage_log_ids if l.responsibility == 'customer')
|
||||||
|
agent_days = round(agent_hours / 8.0, 2)
|
||||||
|
cust_days = round(cust_hours / 8.0, 2)
|
||||||
|
|
||||||
|
# Resolved/closed dan aktivitas SLA-paused tidak dibebankan ke user/IT.
|
||||||
|
total_working_hours = sum(l.working_hours for l in rec.stage_log_ids)
|
||||||
|
resolved_idle_hours = sum(l.working_hours for l in rec.stage_log_ids if l.responsibility == 'resolved_idle')
|
||||||
|
|
||||||
|
rec.total_agent_time_hours = round(agent_hours, 2)
|
||||||
|
rec.total_agent_time_days = round(agent_days)
|
||||||
|
rec.total_agent_time_display = format_duration_days(round(agent_days)) if (rec.is_detail_synced or rec.stage_log_ids) else "-"
|
||||||
|
|
||||||
|
rec.total_customer_time_hours = round(cust_hours, 2)
|
||||||
|
rec.total_customer_time_days = round(cust_days)
|
||||||
|
rec.total_customer_time_display = format_duration_days(round(cust_days)) if (rec.is_detail_synced or rec.stage_log_ids) else "-"
|
||||||
|
|
||||||
|
# 3. Hitung Resolution Time
|
||||||
|
if rec.ticket_created_at and rec.resolved_at:
|
||||||
|
delta_res = rec.resolved_at - rec.ticket_created_at
|
||||||
|
hours_res = max(0.0, delta_res.total_seconds() / 3600.0)
|
||||||
|
rec.resolution_time_hours = round(hours_res, 2)
|
||||||
|
|
||||||
|
res_days = compute_calendar_days(self.env, rec.ticket_created_at, rec.resolved_at)
|
||||||
|
rec.resolution_time_days = res_days
|
||||||
|
rec.resolution_time_display = format_duration_days(res_days)
|
||||||
|
else:
|
||||||
|
rec.resolution_time_hours = 0.0
|
||||||
|
rec.resolution_time_days = 0
|
||||||
|
rec.resolution_time_display = "Masih Berjalan"
|
||||||
|
|
||||||
|
# 4. Status Tanggung Jawab Saat Ini
|
||||||
|
if rec.status in ('resolved', 'closed'):
|
||||||
|
rec.current_responsibility = 'closed'
|
||||||
|
elif rec.status == 'pending':
|
||||||
|
rec.current_responsibility = 'customer'
|
||||||
|
else:
|
||||||
|
rec.current_responsibility = 'internal'
|
||||||
|
|
||||||
|
def action_open_bottleneck_wizard(self):
|
||||||
|
"""Membuka Pop-up Wizard Analisis Bottleneck Excel untuk tiket ini."""
|
||||||
|
self.ensure_one()
|
||||||
|
return {
|
||||||
|
'type': 'ir.actions.act_window',
|
||||||
|
'name': _('Laporan Analisis Bottleneck Excel'),
|
||||||
|
'res_model': 'freshservice.ticket.bottleneck.wizard',
|
||||||
|
'view_mode': 'form',
|
||||||
|
'target': 'new',
|
||||||
|
'context': {
|
||||||
|
'default_report_type': 'single',
|
||||||
|
'default_ticket_id': self.id,
|
||||||
|
'default_external_ticket_id': self.external_ticket_id,
|
||||||
|
}
|
||||||
|
}
|
||||||
|
|
||||||
|
def action_assign_to_me(self):
|
||||||
|
"""Menugaskan tiket ini ke user Odoo yang sedang login"""
|
||||||
|
self.ensure_one()
|
||||||
|
current_user = self.env.user
|
||||||
|
vals = {'user_id': current_user.id}
|
||||||
|
if current_user not in self.user_ids:
|
||||||
|
vals['user_ids'] = [(4, current_user.id)]
|
||||||
|
self.write(vals)
|
||||||
|
self.message_post(
|
||||||
|
body=_("Tiket ini telah ditugaskan kepada <b>%s</b>.", current_user.name),
|
||||||
|
message_type='notification',
|
||||||
|
subtype_xmlid='mail.mt_note'
|
||||||
|
)
|
||||||
|
return {
|
||||||
|
'type': 'ir.actions.client',
|
||||||
|
'tag': 'display_notification',
|
||||||
|
'params': {
|
||||||
|
'title': _('Penugasan Berhasil'),
|
||||||
|
'message': _('Tiket #%s telah ditugaskan kepada Anda (%s).', self.external_ticket_id, current_user.name),
|
||||||
|
'type': 'success',
|
||||||
|
'sticky': False,
|
||||||
|
}
|
||||||
|
}
|
||||||
|
|
||||||
|
def action_sync_from_freshservice(self):
|
||||||
|
"""
|
||||||
|
Sinkronisasi data dari Freshservice (Mock Engine atau Live API sesuai konfigurasi).
|
||||||
|
Memetakan payload JSON ke Model Tiket, Audit Trail Logs, dan Percakapan.
|
||||||
|
Mendukung concurrency row-lock untuk keamanan multi-user.
|
||||||
|
"""
|
||||||
|
self.ensure_one()
|
||||||
|
|
||||||
|
# Concurrency safety: Row-level lock agar proses multi-user tidak bentrok
|
||||||
|
try:
|
||||||
|
self.env.cr.execute(
|
||||||
|
"SELECT id FROM freshservice_ticket WHERE id = %s FOR UPDATE NOWAIT",
|
||||||
|
[self.id],
|
||||||
|
log_exceptions=False
|
||||||
|
)
|
||||||
|
except Exception:
|
||||||
|
_logger.info("Tiket #%s sedang diproses oleh sesi lain. Melewati sinkronisasi konkuren.", self.id)
|
||||||
|
return
|
||||||
|
|
||||||
|
get_param = self.env['ir.config_parameter'].sudo().get_param
|
||||||
|
base_url = get_param('freshservice_ticket_audit.freshservice_url', 'https://servicedesk.lyman.co.id')
|
||||||
|
api_key = get_param('freshservice_ticket_audit.freshservice_api_key', '')
|
||||||
|
use_mock = get_param('freshservice_ticket_audit.freshservice_use_mock', 'True') in ('True', '1', True)
|
||||||
|
|
||||||
|
client = FreshserviceClient(base_url=base_url, api_key=api_key, use_mock=use_mock)
|
||||||
|
payload = client.fetch_ticket_full_data(self.external_ticket_id)
|
||||||
|
|
||||||
|
ticket_data = payload.get('ticket', {})
|
||||||
|
activities_data = payload.get('activities', [])
|
||||||
|
conversations_data = payload.get('conversations', [])
|
||||||
|
|
||||||
|
# 1. Update Header Tiket
|
||||||
|
stats = ticket_data.get('stats', {})
|
||||||
|
status_code = ticket_data.get('status')
|
||||||
|
status_val = FreshserviceClient.STATUS_MAP.get(status_code, 'open')
|
||||||
|
priority_code = ticket_data.get('priority')
|
||||||
|
priority_val = FreshserviceClient.PRIORITY_MAP.get(priority_code, 'medium')
|
||||||
|
|
||||||
|
req_obj = ticket_data.get('requester') or {}
|
||||||
|
requester_name = req_obj.get('name') or ticket_data.get('requester_name') or ''
|
||||||
|
requester_email = req_obj.get('email') or ticket_data.get('requester_email') or ticket_data.get('email') or ''
|
||||||
|
responder_name = ticket_data.get('responder_name') or ''
|
||||||
|
department_name = ticket_data.get('department_name') or ''
|
||||||
|
|
||||||
|
# Fallback jika responder_name kosong, cari dari actor bertipe agent di activities
|
||||||
|
if not responder_name and activities_data:
|
||||||
|
for act in activities_data:
|
||||||
|
actor = act.get('actor') or {}
|
||||||
|
if actor.get('is_agent') and actor.get('name'):
|
||||||
|
responder_name = actor.get('name')
|
||||||
|
break
|
||||||
|
|
||||||
|
vals = {
|
||||||
|
'name': ticket_data.get('subject') or self.name,
|
||||||
|
'description': ticket_data.get('description_text') or '',
|
||||||
|
'status': status_val,
|
||||||
|
'priority': priority_val,
|
||||||
|
'requester_name': requester_name,
|
||||||
|
'requester_email': requester_email,
|
||||||
|
'responder_name': responder_name,
|
||||||
|
'department_name': department_name,
|
||||||
|
'ticket_created_at': FreshserviceClient.parse_datetime(ticket_data.get('created_at')),
|
||||||
|
'due_by': FreshserviceClient.parse_datetime(ticket_data.get('due_by')),
|
||||||
|
'first_responded_at': FreshserviceClient.parse_datetime(stats.get('first_responded_at')),
|
||||||
|
'resolved_at': FreshserviceClient.parse_datetime(stats.get('resolved_at')),
|
||||||
|
'is_mock_data': use_mock,
|
||||||
|
'is_detail_synced': True,
|
||||||
|
'last_detail_sync': fields.Datetime.now(),
|
||||||
|
}
|
||||||
|
|
||||||
|
self.write(vals)
|
||||||
|
|
||||||
|
# 2. Rekonstruksi Audit Trail Activities menjadi Stage Logs.
|
||||||
|
# Jangan hapus snapshot lama sebelum payload terbukti memuat activities.
|
||||||
|
# Freshservice sesekali mengembalikan respons parsial/kosong; menghapus
|
||||||
|
# lebih dulu akan membuat seluruh Audit Trail hilang.
|
||||||
|
# Gunakan parser yang sama untuk key sorting karena beberapa payload/API
|
||||||
|
# dapat mencampur ISO string dengan datetime Python.
|
||||||
|
def _audit_datetime(value):
|
||||||
|
"""Return naive UTC datetime for internal comparisons only."""
|
||||||
|
if not value:
|
||||||
|
return False
|
||||||
|
if isinstance(value, datetime):
|
||||||
|
if value.tzinfo is not None:
|
||||||
|
return value.astimezone(timezone.utc).replace(tzinfo=None)
|
||||||
|
return value
|
||||||
|
if isinstance(value, str):
|
||||||
|
clean = value.strip().replace('Z', '+00:00')
|
||||||
|
try:
|
||||||
|
parsed = datetime.fromisoformat(clean)
|
||||||
|
except ValueError:
|
||||||
|
try:
|
||||||
|
parsed = datetime.strptime(value.strip(), '%Y-%m-%d %H:%M:%S')
|
||||||
|
except ValueError:
|
||||||
|
return False
|
||||||
|
if parsed.tzinfo is not None:
|
||||||
|
parsed = parsed.astimezone(timezone.utc).replace(tzinfo=None)
|
||||||
|
return parsed
|
||||||
|
return False
|
||||||
|
|
||||||
|
sorted_acts = sorted(
|
||||||
|
activities_data,
|
||||||
|
key=lambda x: _audit_datetime(x.get('created_at')) or datetime.min,
|
||||||
|
)
|
||||||
|
has_activity_payload = bool(sorted_acts)
|
||||||
|
if not has_activity_payload:
|
||||||
|
_logger.warning(
|
||||||
|
'Freshservice tidak mengembalikan activities untuk ticket #%s; '
|
||||||
|
'Audit Trail lama dipertahankan.', self.external_ticket_id,
|
||||||
|
)
|
||||||
|
|
||||||
|
# Buat pemetaan percakapan berdasarkan waktu (exact ISO dan menit) untuk pencocokan isi pesan balasan/note
|
||||||
|
conv_by_time = {}
|
||||||
|
for c in conversations_data:
|
||||||
|
c_time = c.get('created_at')
|
||||||
|
if c_time:
|
||||||
|
conv_by_time[c_time] = c
|
||||||
|
conv_by_time[c_time[:16]] = c # toleransi pencocokan hingga menit (YYYY-MM-DDTHH:MM)
|
||||||
|
|
||||||
|
log_vals_list = []
|
||||||
|
current_state = 'internal'
|
||||||
|
meeting_wait_until = False
|
||||||
|
meeting_start_dt = False
|
||||||
|
meeting_waiting_for_followup = False
|
||||||
|
meeting_invitation_pattern = re.compile(
|
||||||
|
r'join\s+zoom\s+meeting|zoom\.us/j/|meeting\s+id\s*:|passcode\s*:|invitation\s+zoom',
|
||||||
|
re.IGNORECASE,
|
||||||
|
)
|
||||||
|
meeting_time_pattern = re.compile(
|
||||||
|
r'Time:\s*([A-Za-z]+\s+\d{1,2},\s+\d{4}\s+\d{1,2}:\d{2}\s+[AP]M)',
|
||||||
|
re.IGNORECASE,
|
||||||
|
)
|
||||||
|
for idx, act in enumerate(sorted_acts):
|
||||||
|
# datetime objects for comparisons; convert to Odoo strings only at write time.
|
||||||
|
start_dt_obj = _audit_datetime(act.get('created_at'))
|
||||||
|
start_dt = start_dt_obj.strftime('%Y-%m-%d %H:%M:%S') if start_dt_obj else False
|
||||||
|
# Waktu selesai adalah dimulainya aktivitas berikutnya
|
||||||
|
end_dt_obj = False
|
||||||
|
if idx + 1 < len(sorted_acts):
|
||||||
|
end_dt_obj = _audit_datetime(sorted_acts[idx + 1].get('created_at'))
|
||||||
|
elif self.status in ('resolved', 'closed'):
|
||||||
|
end_dt_obj = _audit_datetime(self.resolved_at) or start_dt_obj
|
||||||
|
end_dt = end_dt_obj.strftime('%Y-%m-%d %H:%M:%S') if end_dt_obj else False
|
||||||
|
|
||||||
|
# 1. Ekstraksi Data Pelaku (Actor)
|
||||||
|
# Di Freshservice Live API, actor berupa dict: {"id": ..., "name": "...", "is_agent": True/False}
|
||||||
|
actor_dict = act.get('actor') if isinstance(act.get('actor'), dict) else {}
|
||||||
|
actor_name = (actor_dict.get('name') or act.get('actor_name') or '').strip()
|
||||||
|
actor_id = actor_dict.get('id') if actor_dict.get('id') is not None else act.get('actor_id')
|
||||||
|
is_agent = actor_dict.get('is_agent', False)
|
||||||
|
|
||||||
|
if not actor_name:
|
||||||
|
if actor_id:
|
||||||
|
actor_name = str(actor_id)
|
||||||
|
else:
|
||||||
|
actor_name = 'System'
|
||||||
|
|
||||||
|
# Tentukan actor_type
|
||||||
|
if actor_id == 0 or any(kw in actor_name.lower() for kw in ('ticket workflow', 'workflow', 'system')):
|
||||||
|
actor_type = 'System'
|
||||||
|
elif is_agent:
|
||||||
|
actor_type = 'Agent'
|
||||||
|
elif not is_agent and actor_id and actor_id != 0:
|
||||||
|
actor_type = 'Requester'
|
||||||
|
elif act.get('actor_type') in ('Agent', 'Requester', 'System'):
|
||||||
|
actor_type = act.get('actor_type')
|
||||||
|
elif self.requester_name and actor_name.lower() in self.requester_name.lower():
|
||||||
|
actor_type = 'Requester'
|
||||||
|
elif self.responder_name and actor_name.lower() in self.responder_name.lower():
|
||||||
|
actor_type = 'Agent'
|
||||||
|
else:
|
||||||
|
actor_type = 'Agent'
|
||||||
|
|
||||||
|
# 2. Ekstraksi Deskripsi Aktivitas (Content + Sub-contents)
|
||||||
|
content_main = (act.get('content') or '').strip()
|
||||||
|
sub_contents = act.get('sub_contents') or []
|
||||||
|
if not isinstance(sub_contents, list):
|
||||||
|
sub_contents = []
|
||||||
|
|
||||||
|
# Cari pesan percakapan/balasan jika aktivitas berkaitan dengan replied atau note
|
||||||
|
matched_msg = ""
|
||||||
|
act_created = act.get('created_at') or ''
|
||||||
|
if any(k in content_main.lower() for k in ['replied', 'reply', 'note']):
|
||||||
|
matched_conv = conv_by_time.get(act_created) or conv_by_time.get(act_created[:16])
|
||||||
|
if matched_conv:
|
||||||
|
raw_body = (matched_conv.get('body_text') or '').strip()
|
||||||
|
if raw_body:
|
||||||
|
matched_msg = raw_body
|
||||||
|
|
||||||
|
content_lines = []
|
||||||
|
if content_main:
|
||||||
|
content_lines.append(content_main)
|
||||||
|
if matched_msg:
|
||||||
|
content_lines.append(f"Isi Pesan:\n\"{matched_msg}\"")
|
||||||
|
for sub in sub_contents:
|
||||||
|
if sub:
|
||||||
|
content_lines.append(f"• {str(sub).strip()}")
|
||||||
|
full_activity_content = "\n".join(content_lines)
|
||||||
|
|
||||||
|
# 3. Tentukan stage_name
|
||||||
|
# Periksa apakah ada perubahan status eksplisit di sub_contents atau content
|
||||||
|
extracted_status = None
|
||||||
|
for sub in sub_contents:
|
||||||
|
if sub and 'set status as' in str(sub).lower():
|
||||||
|
m = re.search(r'set Status as\s+([^(\n,]+)', str(sub), re.IGNORECASE)
|
||||||
|
if m:
|
||||||
|
extracted_status = m.group(1).strip()
|
||||||
|
break
|
||||||
|
|
||||||
|
if not extracted_status and content_main and 'set status as' in content_main.lower():
|
||||||
|
m = re.search(r'set Status as\s+([^(\n,]+)', content_main, re.IGNORECASE)
|
||||||
|
if m:
|
||||||
|
extracted_status = m.group(1).strip()
|
||||||
|
|
||||||
|
stage_name = act.get('stage_name')
|
||||||
|
if not stage_name:
|
||||||
|
if extracted_status:
|
||||||
|
stage_name = extracted_status
|
||||||
|
elif content_main:
|
||||||
|
c_lower = content_main.lower()
|
||||||
|
if 'replied' in c_lower:
|
||||||
|
stage_name = 'Reply / Balasan'
|
||||||
|
elif 'private note' in c_lower:
|
||||||
|
stage_name = 'Private Note'
|
||||||
|
elif 'public note' in c_lower or 'note' in c_lower:
|
||||||
|
stage_name = 'Note'
|
||||||
|
elif 'executed' in c_lower and 'workflow' in c_lower:
|
||||||
|
stage_name = 'Workflow Trigger'
|
||||||
|
elif len(content_main) <= 50:
|
||||||
|
stage_name = content_main
|
||||||
|
else:
|
||||||
|
stage_name = content_main[:47] + '...'
|
||||||
|
else:
|
||||||
|
stage_name = 'Aktivitas'
|
||||||
|
|
||||||
|
# 4. Tentukan Tanggung Jawab (Responsibility) dengan Sticky State Machine.
|
||||||
|
# Hanya perubahan Status eksplisit atau balasan Requester yang boleh mengubah state.
|
||||||
|
combined_text = f"{stage_name} {content_main} {' '.join(str(s) for s in sub_contents)}".lower()
|
||||||
|
is_timesheet = any(k in combined_text for k in ('timesheet', 'time spent', 'create timesheet'))
|
||||||
|
|
||||||
|
if is_timesheet:
|
||||||
|
stage_name = 'Create Timesheet'
|
||||||
|
responsibility = 'external_activity'
|
||||||
|
else:
|
||||||
|
status_text = ' '.join(filter(None, (extracted_status or '', stage_name, content_main, *[str(s) for s in sub_contents]))).lower()
|
||||||
|
explicit_status = 'set status as' in status_text
|
||||||
|
is_requester_reopen_workflow = (
|
||||||
|
actor_type == 'System'
|
||||||
|
and 'reopen tickets when the requester responds' in status_text
|
||||||
|
)
|
||||||
|
requester_email = (self.requester_email or '').strip().lower()
|
||||||
|
is_agent_reply_to_requester = (
|
||||||
|
actor_type.strip().lower() == 'agent'
|
||||||
|
and bool(re.search(r'replied\s+to', status_text, re.I))
|
||||||
|
)
|
||||||
|
is_agent_assignment = bool(re.search(r'\bset\s+agent\s+as\b', status_text, re.I))
|
||||||
|
vendor_external = bool(re.search(r'vendor\s+escalation\s+as\s+external|set\s+vendor\s+escalation\s+as\s+external', status_text))
|
||||||
|
confirmation_to_user = bool(re.search(r'(mohon|please|harap|kindly).{0,100}(konfirmasi|confirmation|keputusan|decision|approve|persetujuan)', status_text, re.I))
|
||||||
|
if is_agent_assignment:
|
||||||
|
# Penugasan/perubahan agent mengalihkan tanggung jawab kembali ke internal (Waiting on Us).
|
||||||
|
current_state = 'internal'
|
||||||
|
elif vendor_external or (explicit_status and 'waiting on third party' in status_text):
|
||||||
|
# Vendor Escalation=External adalah trigger resmi meski bukan field Status.
|
||||||
|
current_state = 'third_party'
|
||||||
|
elif explicit_status and 'waiting on internal discussion' in status_text:
|
||||||
|
current_state = 'internal_discussion'
|
||||||
|
elif explicit_status and any(x in status_text for x in ('waiting on end user', 'waiting on user', 'set status as pending')):
|
||||||
|
current_state = 'customer'
|
||||||
|
elif explicit_status and any(x in status_text for x in ('on hold', 'on-hold')):
|
||||||
|
current_state = 'on_hold'
|
||||||
|
elif explicit_status and any(x in status_text for x in ('set status as resolved', 'set status as closed')):
|
||||||
|
current_state = 'resolved_idle'
|
||||||
|
elif explicit_status and any(x in status_text for x in ('set status as open', 'set status as in progress', 'set status as on progress')):
|
||||||
|
current_state = 'internal'
|
||||||
|
elif is_agent_reply_to_requester:
|
||||||
|
# Agent sudah membalas requester; giliran berikutnya
|
||||||
|
# menunggu respons user dan dibebankan ke end user (customer).
|
||||||
|
current_state = 'customer'
|
||||||
|
# Balasan requester tidak serta-merta mengalihkan pembebanan ke internal
|
||||||
|
# sebelum tiket resmi di-reopen oleh workflow atau agent.
|
||||||
|
elif actor_type == 'Agent' and current_state in ('on_hold', 'internal_discussion') and confirmation_to_user:
|
||||||
|
# Pengecualian: note Agent yang eksplisit meminta keputusan/konfirmasi user.
|
||||||
|
current_state = 'customer'
|
||||||
|
|
||||||
|
responsibility = current_state
|
||||||
|
|
||||||
|
# 4a. Smart Detection: undangan Zoom meng-overwrite rentang tunggu hingga follow-up Agent.
|
||||||
|
is_meeting_invitation = bool(meeting_invitation_pattern.search(full_activity_content or ''))
|
||||||
|
if is_meeting_invitation:
|
||||||
|
parsed_meeting_dt = False
|
||||||
|
time_match = meeting_time_pattern.search(full_activity_content or '')
|
||||||
|
if time_match:
|
||||||
|
try:
|
||||||
|
# Zoom time has no timezone in Freshservice text; it is interpreted as WIB then stored UTC.
|
||||||
|
parsed_meeting_dt = datetime.strptime(
|
||||||
|
time_match.group(1).title(), '%b %d, %Y %I:%M %p'
|
||||||
|
) - timedelta(hours=7)
|
||||||
|
except ValueError:
|
||||||
|
_logger.warning('Unable to parse scheduled Zoom time %r for ticket %s', time_match.group(1), self.external_ticket_id)
|
||||||
|
meeting_start_dt = parsed_meeting_dt
|
||||||
|
meeting_waiting_for_followup = True
|
||||||
|
meeting_wait_until = False
|
||||||
|
|
||||||
|
if meeting_wait_until and start_dt_obj and start_dt_obj >= meeting_wait_until:
|
||||||
|
meeting_wait_until = False
|
||||||
|
|
||||||
|
# Keep the boundary locally because this activity can close the meeting phase.
|
||||||
|
interval_meeting_start = meeting_start_dt
|
||||||
|
is_agent_followup = actor_type == 'Agent' and any(
|
||||||
|
k in (content_main or '').lower() for k in ('replied', 'reply', 'note')
|
||||||
|
)
|
||||||
|
if is_meeting_invitation:
|
||||||
|
responsibility = 'scheduled_meeting'
|
||||||
|
meeting_wait_until = False
|
||||||
|
elif meeting_waiting_for_followup and start_dt_obj:
|
||||||
|
# No parsable Time: waits together until Agent follow-up. With Time:,
|
||||||
|
# the period from meeting start until that same follow-up is internal.
|
||||||
|
if meeting_start_dt and start_dt_obj >= meeting_start_dt:
|
||||||
|
responsibility = 'internal'
|
||||||
|
if is_agent_followup:
|
||||||
|
meeting_waiting_for_followup = False
|
||||||
|
meeting_start_dt = False
|
||||||
|
meeting_wait_until = start_dt_obj
|
||||||
|
else:
|
||||||
|
responsibility = 'scheduled_meeting'
|
||||||
|
if not meeting_start_dt and is_agent_followup:
|
||||||
|
meeting_waiting_for_followup = False
|
||||||
|
meeting_wait_until = start_dt_obj
|
||||||
|
|
||||||
|
# 5. Set First Responder jika belum terdeteksi
|
||||||
|
if not self.first_responder_name and actor_type == 'Agent':
|
||||||
|
if 'replied' in content_main.lower() or 'reply' in content_main.lower() or not any('replied' in (a.get('content') or '').lower() for a in sorted_acts):
|
||||||
|
self.first_responder_name = actor_name
|
||||||
|
|
||||||
|
log_values = {
|
||||||
|
'stage_name': stage_name,
|
||||||
|
'responsibility': responsibility,
|
||||||
|
'actor_name': actor_name,
|
||||||
|
'actor_type': actor_type,
|
||||||
|
'activity_content': full_activity_content or stage_name,
|
||||||
|
'start_date': start_dt,
|
||||||
|
'end_date': end_dt,
|
||||||
|
}
|
||||||
|
# Split every affected interval at the scheduled start precisely:
|
||||||
|
# invitation → meeting = shared SLA-paused wait; meeting → next activity = internal follow-up.
|
||||||
|
if interval_meeting_start and end_dt_obj and start_dt_obj < interval_meeting_start < end_dt_obj:
|
||||||
|
waiting_values = dict(
|
||||||
|
log_values,
|
||||||
|
responsibility='scheduled_meeting',
|
||||||
|
end_date=interval_meeting_start.strftime('%Y-%m-%d %H:%M:%S'),
|
||||||
|
)
|
||||||
|
followup_values = dict(
|
||||||
|
log_values,
|
||||||
|
stage_name='Scheduled Meeting / Follow-up',
|
||||||
|
responsibility='internal',
|
||||||
|
activity_content='%s\n[Auto split: meeting start → next Agent follow-up]' % (full_activity_content or stage_name),
|
||||||
|
start_date=interval_meeting_start.strftime('%Y-%m-%d %H:%M:%S'),
|
||||||
|
)
|
||||||
|
log_vals_list.extend([(0, 0, waiting_values), (0, 0, followup_values)])
|
||||||
|
else:
|
||||||
|
log_vals_list.append((0, 0, log_values))
|
||||||
|
|
||||||
|
if log_vals_list:
|
||||||
|
# Baru ganti snapshot setelah daftar audit trail pengganti siap.
|
||||||
|
self.stage_log_ids.unlink()
|
||||||
|
self.write({'stage_log_ids': log_vals_list})
|
||||||
|
|
||||||
|
# 3. Update Percakapan. Terapkan perlindungan yang sama untuk respons kosong.
|
||||||
|
conv_vals_list = []
|
||||||
|
for conv in conversations_data:
|
||||||
|
conv_vals_list.append((0, 0, {
|
||||||
|
'external_id': str(conv.get('id') or ''),
|
||||||
|
'user_name': conv.get('user_name') or 'User',
|
||||||
|
'user_id_external': str(conv.get('user_id') or ''),
|
||||||
|
'incoming': conv.get('incoming', False),
|
||||||
|
'body_text': conv.get('body_text') or '',
|
||||||
|
'created_at': FreshserviceClient.parse_datetime(conv.get('created_at')),
|
||||||
|
}))
|
||||||
|
|
||||||
|
if conv_vals_list:
|
||||||
|
self.conversation_ids.unlink()
|
||||||
|
self.write({'conversation_ids': conv_vals_list})
|
||||||
|
elif not conversations_data:
|
||||||
|
_logger.warning(
|
||||||
|
'Freshservice tidak mengembalikan conversations untuk ticket #%s; '
|
||||||
|
'riwayat percakapan lama dipertahankan.', self.external_ticket_id,
|
||||||
|
)
|
||||||
|
|
||||||
|
mode_text = "MOCK ENGINE (Simulasi Format Resmi)" if use_mock else "LIVE FRESHSERVICE API"
|
||||||
|
return {
|
||||||
|
'type': 'ir.actions.client',
|
||||||
|
'tag': 'display_notification',
|
||||||
|
'params': {
|
||||||
|
'title': f'Sinkronisasi Sukses [{mode_text}]',
|
||||||
|
'message': f'Data Tiket #{self.external_ticket_id} dan seluruh audit trail durasi berhasil dimutakhirkan!',
|
||||||
|
'type': 'success',
|
||||||
|
'sticky': False,
|
||||||
|
}
|
||||||
|
}
|
||||||
|
|
||||||
|
def action_toggle_mock_mode(self):
|
||||||
|
"""Toggle instan mode antara Mock dan Live API"""
|
||||||
|
param_obj = self.env['ir.config_parameter'].sudo()
|
||||||
|
current = param_obj.get_param('freshservice_ticket_audit.freshservice_use_mock', 'True') in ('True', '1', True)
|
||||||
|
new_val = not current
|
||||||
|
param_obj.set_param('freshservice_ticket_audit.freshservice_use_mock', str(new_val))
|
||||||
|
|
||||||
|
status_label = "MOCK DATA (Simulasi)" if new_val else "LIVE API FRESHSERVICE"
|
||||||
|
return {
|
||||||
|
'type': 'ir.actions.client',
|
||||||
|
'tag': 'display_notification',
|
||||||
|
'params': {
|
||||||
|
'title': 'Mode Berhasil Diubah',
|
||||||
|
'message': f'Sistem sekarang beralih ke: {status_label}. Klik tombol "Tarik Data Freshservice" untuk menyegarkan data.',
|
||||||
|
'type': 'info',
|
||||||
|
'sticky': False,
|
||||||
|
}
|
||||||
|
}
|
||||||
|
|
||||||
|
# =========================================================================
|
||||||
|
# AUTO-FETCH SAAT BUKA HALAMAN LIST TIKET & MULTI-USER SYNCHRONIZATION
|
||||||
|
# =========================================================================
|
||||||
|
@api.model
|
||||||
|
def _auto_sync_recent_tickets(self, limit=None, raise_if_empty=False, tiket_id=None):
|
||||||
|
"""
|
||||||
|
Otomatis fetch daftar tiket terbaru (hanya ringkasan dan status) dari Freshservice.
|
||||||
|
Batas jumlah tiket (limit) dibaca dari konfigurasi Settings (default 200).
|
||||||
|
Detail lengkap (activities, stage logs, conversations) HANYA di-fetch on-demand saat user
|
||||||
|
membuka halaman detail (form view) tiket terkait.
|
||||||
|
Dilengkapi throttling 5 detik agar aman bagi multi-user dan tidak membebani API.
|
||||||
|
"""
|
||||||
|
if getattr(self.env.cr, 'readonly', False):
|
||||||
|
with self.env.registry.cursor(readonly=False) as rw_cr:
|
||||||
|
rw_env = self.env(cr=rw_cr)
|
||||||
|
res = rw_env['freshservice.ticket']._auto_sync_recent_tickets(limit=limit, raise_if_empty=raise_if_empty)
|
||||||
|
rw_cr.commit()
|
||||||
|
self.invalidate_recordset()
|
||||||
|
return res
|
||||||
|
|
||||||
|
param_obj = self.env['ir.config_parameter'].sudo()
|
||||||
|
if not limit:
|
||||||
|
try:
|
||||||
|
limit = int(param_obj.get_param('freshservice_ticket_audit.freshservice_sync_limit', 200) or 200)
|
||||||
|
except (ValueError, TypeError):
|
||||||
|
limit = 200
|
||||||
|
if limit <= 0:
|
||||||
|
limit = 200
|
||||||
|
|
||||||
|
now_ts = fields.Datetime.now().timestamp()
|
||||||
|
last_sync = param_obj.get_param('freshservice_ticket_audit.last_list_sync_time')
|
||||||
|
if last_sync:
|
||||||
|
try:
|
||||||
|
# Throttling: Jangan panggil ulang jika baru saja di-fetch dalam 5 detik terakhir
|
||||||
|
if now_ts - float(last_sync) < 5:
|
||||||
|
return 0
|
||||||
|
except Exception:
|
||||||
|
pass
|
||||||
|
param_obj.set_param('freshservice_ticket_audit.last_list_sync_time', str(now_ts))
|
||||||
|
|
||||||
|
base_url = param_obj.get_param('freshservice_ticket_audit.freshservice_url', 'https://servicedesk.lyman.co.id')
|
||||||
|
api_key = param_obj.get_param('freshservice_ticket_audit.freshservice_api_key', '')
|
||||||
|
use_mock = param_obj.get_param('freshservice_ticket_audit.freshservice_use_mock', 'True') in ('True', '1', True)
|
||||||
|
|
||||||
|
try:
|
||||||
|
client = FreshserviceClient(base_url=base_url, api_key=api_key, use_mock=use_mock)
|
||||||
|
tickets_list = client.fetch_recent_tickets(limit=limit, tiket_id=tiket_id)
|
||||||
|
except Exception as e:
|
||||||
|
_logger.warning("Auto-fetch Freshservice gagal: %s", e)
|
||||||
|
if raise_if_empty:
|
||||||
|
raise UserError(str(e))
|
||||||
|
return 0
|
||||||
|
|
||||||
|
if not tickets_list:
|
||||||
|
if raise_if_empty:
|
||||||
|
raise UserError(_("Tidak ada tiket yang ditemukan dari Freshservice. Pastikan URL dan API Key di Settings sudah benar."))
|
||||||
|
return 0
|
||||||
|
|
||||||
|
ext_ids = [str(t.get('id')) for t in tickets_list if t.get('id')]
|
||||||
|
existing_tickets = {
|
||||||
|
rec.external_ticket_id: rec
|
||||||
|
for rec in self.search([('external_ticket_id', 'in', ext_ids)])
|
||||||
|
}
|
||||||
|
|
||||||
|
to_create = []
|
||||||
|
synced_count = 0
|
||||||
|
|
||||||
|
for t in tickets_list:
|
||||||
|
ext_id = str(t.get('id') or '')
|
||||||
|
if not ext_id:
|
||||||
|
continue
|
||||||
|
|
||||||
|
stats = t.get('stats', {}) if isinstance(t.get('stats'), dict) else {}
|
||||||
|
status_code = t.get('status')
|
||||||
|
status_val = FreshserviceClient.STATUS_MAP.get(status_code, 'open')
|
||||||
|
priority_code = t.get('priority')
|
||||||
|
priority_val = FreshserviceClient.PRIORITY_MAP.get(priority_code, 'medium')
|
||||||
|
|
||||||
|
created_at_dt = FreshserviceClient.parse_datetime(t.get('created_at'))
|
||||||
|
due_by_dt = FreshserviceClient.parse_datetime(t.get('due_by'))
|
||||||
|
fr_dt = FreshserviceClient.parse_datetime(stats.get('first_responded_at'))
|
||||||
|
res_dt = FreshserviceClient.parse_datetime(stats.get('resolved_at'))
|
||||||
|
|
||||||
|
vals = {
|
||||||
|
'name': t.get('subject') or f"Tiket #{ext_id}",
|
||||||
|
'status': status_val,
|
||||||
|
'priority': priority_val,
|
||||||
|
'ticket_created_at': created_at_dt,
|
||||||
|
'due_by': due_by_dt,
|
||||||
|
'first_responded_at': fr_dt,
|
||||||
|
'resolved_at': res_dt,
|
||||||
|
'is_mock_data': use_mock,
|
||||||
|
}
|
||||||
|
if t.get('responder_name'):
|
||||||
|
vals['responder_name'] = t.get('responder_name')
|
||||||
|
if t.get('requester_name'):
|
||||||
|
vals['requester_name'] = t.get('requester_name')
|
||||||
|
if t.get('requester_email'):
|
||||||
|
vals['requester_email'] = t.get('requester_email')
|
||||||
|
if t.get('department_name'):
|
||||||
|
vals['department_name'] = t.get('department_name')
|
||||||
|
if t.get('description_text'):
|
||||||
|
vals['description'] = t.get('description_text')
|
||||||
|
|
||||||
|
if ext_id in existing_tickets:
|
||||||
|
rec = existing_tickets[ext_id]
|
||||||
|
write_vals = {}
|
||||||
|
for k, v in vals.items():
|
||||||
|
if getattr(rec, k, None) != v:
|
||||||
|
write_vals[k] = v
|
||||||
|
if write_vals:
|
||||||
|
# Jika status tiket di Freshservice berubah, reset is_detail_synced agar saat detail dibuka di-sync ulang
|
||||||
|
if 'status' in write_vals and rec.is_detail_synced:
|
||||||
|
write_vals['is_detail_synced'] = False
|
||||||
|
rec.write(write_vals)
|
||||||
|
synced_count += 1
|
||||||
|
else:
|
||||||
|
vals['external_ticket_id'] = ext_id
|
||||||
|
vals['is_detail_synced'] = False
|
||||||
|
to_create.append(vals)
|
||||||
|
synced_count += 1
|
||||||
|
|
||||||
|
if to_create:
|
||||||
|
self.create(to_create)
|
||||||
|
|
||||||
|
return synced_count
|
||||||
|
|
||||||
|
@api.model
|
||||||
|
def _extract_ticket_ids_from_domain(self, domain):
|
||||||
|
"""Ambil angka ticket ID dari domain pencarian agar bisa fetch on-demand."""
|
||||||
|
ticket_ids = []
|
||||||
|
if not domain:
|
||||||
|
return ticket_ids
|
||||||
|
|
||||||
|
def _walk(node):
|
||||||
|
if isinstance(node, (list, tuple)):
|
||||||
|
if len(node) == 3 and isinstance(node[0], str):
|
||||||
|
field_name, operator, value = node
|
||||||
|
if field_name in ('external_ticket_id', 'name', 'id') and value is not None:
|
||||||
|
candidates = re.findall(r'\d+', str(value))
|
||||||
|
for candidate in candidates:
|
||||||
|
if candidate and candidate not in ticket_ids:
|
||||||
|
ticket_ids.append(candidate)
|
||||||
|
return
|
||||||
|
for child in node:
|
||||||
|
_walk(child)
|
||||||
|
|
||||||
|
_walk(domain)
|
||||||
|
return ticket_ids
|
||||||
|
|
||||||
|
@api.model
|
||||||
|
def _fetch_and_create_ticket_by_external_id(self, ticket_id):
|
||||||
|
"""Ambil tiket tertentu dari Freshservice jika belum ada di Odoo."""
|
||||||
|
if ticket_id in (None, ''):
|
||||||
|
return self.browse()
|
||||||
|
|
||||||
|
clean_id = str(ticket_id).strip().lstrip('#')
|
||||||
|
if not clean_id or not clean_id.isdigit():
|
||||||
|
return self.browse()
|
||||||
|
|
||||||
|
if getattr(self.env.cr, 'readonly', False):
|
||||||
|
with self.env.registry.cursor(readonly=False) as rw_cr:
|
||||||
|
rw_env = self.env(cr=rw_cr)
|
||||||
|
res = rw_env['freshservice.ticket']._fetch_and_create_ticket_by_external_id(clean_id)
|
||||||
|
rw_cr.commit()
|
||||||
|
self.invalidate_recordset()
|
||||||
|
return res
|
||||||
|
|
||||||
|
existing = self.search([('external_ticket_id', '=', clean_id)], limit=1)
|
||||||
|
if existing:
|
||||||
|
return existing
|
||||||
|
|
||||||
|
try:
|
||||||
|
ticket = self.create({
|
||||||
|
'name': f'Tiket Freshservice #{clean_id}',
|
||||||
|
'external_ticket_id': clean_id,
|
||||||
|
'is_detail_synced': False,
|
||||||
|
})
|
||||||
|
ticket.action_sync_from_freshservice()
|
||||||
|
return ticket
|
||||||
|
except Exception as e:
|
||||||
|
_logger.warning('Gagal fetch on-demand ticket #%s dari Freshservice: %s', clean_id, e)
|
||||||
|
return self.browse()
|
||||||
|
|
||||||
|
@api.model
|
||||||
|
def action_open_and_fetch_tickets(self, tiket_id = None):
|
||||||
|
"""
|
||||||
|
Action menu: Otomatis get tiket terbaru dari Freshservice saat membuka menu 'Daftar Tiket',
|
||||||
|
lalu langsung membuka tampilan list tiket secara real-time!
|
||||||
|
Batas jumlah tiket disesuaikan dengan konfigurasi di Settings.
|
||||||
|
"""
|
||||||
|
try:
|
||||||
|
self._auto_sync_recent_tickets(limit=None, raise_if_empty=False, tiket_id=tiket_id)
|
||||||
|
except Exception as e:
|
||||||
|
_logger.warning("Auto fetch saat buka menu tiket: %s", e)
|
||||||
|
|
||||||
|
action = self.env['ir.actions.act_window']._for_xml_id('freshservice_ticket_audit.action_freshservice_ticket')
|
||||||
|
param_obj = self.env['ir.config_parameter'].sudo()
|
||||||
|
try:
|
||||||
|
sync_limit = int(param_obj.get_param('freshservice_ticket_audit.freshservice_sync_limit', 200) or 200)
|
||||||
|
if sync_limit > 0:
|
||||||
|
action['limit'] = sync_limit
|
||||||
|
except Exception:
|
||||||
|
pass
|
||||||
|
return action
|
||||||
|
|
||||||
|
@api.model
|
||||||
|
def name_search(self, name='', args=None, operator='ilike', limit=100):
|
||||||
|
if name and isinstance(name, str):
|
||||||
|
ticket_ids = re.findall(r'\d+', name.strip())
|
||||||
|
for ticket_id in ticket_ids:
|
||||||
|
if not self.search_count([('external_ticket_id', '=', ticket_id)]):
|
||||||
|
self._fetch_and_create_ticket_by_external_id(ticket_id)
|
||||||
|
return super().name_search(name=name, args=args, operator=operator, limit=limit)
|
||||||
|
|
||||||
|
@api.model
|
||||||
|
def web_search_read(self, domain, specification, offset=0, limit=None, order=None, count_limit=None):
|
||||||
|
"""
|
||||||
|
Otomatis fetch tiket terbaru dari Freshservice saat pengguna membuka / me-refresh (F5) halaman list tiket.
|
||||||
|
Batas jumlah tiket disesuaikan dengan konfigurasi di Settings.
|
||||||
|
"""
|
||||||
|
if offset == 0 and not self.env.context.get('skip_auto_fetch'):
|
||||||
|
try:
|
||||||
|
self.with_context(skip_auto_fetch=True)._auto_sync_recent_tickets(limit=None, raise_if_empty=False)
|
||||||
|
except Exception as e:
|
||||||
|
_logger.warning("Auto fetch di web_search_read: %s", e)
|
||||||
|
|
||||||
|
for ticket_id in self._extract_ticket_ids_from_domain(domain):
|
||||||
|
if not self.search_count([('external_ticket_id', '=', ticket_id)]):
|
||||||
|
self._fetch_and_create_ticket_by_external_id(ticket_id)
|
||||||
|
|
||||||
|
return super().web_search_read(
|
||||||
|
domain, specification, offset=offset, limit=limit, order=order, count_limit=count_limit
|
||||||
|
)
|
||||||
|
|
||||||
|
@api.readonly
|
||||||
|
def web_read(self, specification: dict[str, dict]) -> list[dict]:
|
||||||
|
"""
|
||||||
|
Ketika pengguna membuka form view (detail tiket), jika detail audit trail
|
||||||
|
belum di-fetch, otomatis fetch detail tiket tersebut saja secara on-demand.
|
||||||
|
"""
|
||||||
|
if len(self) == 1 and not self.env.context.get('skip_auto_detail_fetch'):
|
||||||
|
# Form view meminta detail fields seperti stage_log_ids, conversation_ids, atau audit trail
|
||||||
|
is_detail_view = any(f in specification for f in ('stage_log_ids', 'conversation_ids', 'description'))
|
||||||
|
if is_detail_view and not self.is_detail_synced:
|
||||||
|
try:
|
||||||
|
if getattr(self.env.cr, 'readonly', False):
|
||||||
|
with self.env.registry.cursor(readonly=False) as rw_cr:
|
||||||
|
rw_env = self.env(cr=rw_cr)
|
||||||
|
rw_env['freshservice.ticket'].browse(self.id).with_context(skip_auto_detail_fetch=True).action_sync_from_freshservice()
|
||||||
|
rw_cr.commit()
|
||||||
|
self.invalidate_recordset()
|
||||||
|
else:
|
||||||
|
self.with_context(skip_auto_detail_fetch=True).action_sync_from_freshservice()
|
||||||
|
except Exception as e:
|
||||||
|
_logger.warning("Gagal auto-fetch detail saat membuka form tiket #%s: %s", self.external_ticket_id, e)
|
||||||
|
|
||||||
|
return super().web_read(specification)
|
||||||
|
|
||||||
|
def action_sync_recent_tickets(self):
|
||||||
|
"""
|
||||||
|
Tombol manual 'Tarik Tiket Terbaru Freshservice' di header tabel jika user ingin refresh paksa.
|
||||||
|
"""
|
||||||
|
synced_count = self._auto_sync_recent_tickets(limit=None, raise_if_empty=True)
|
||||||
|
return {
|
||||||
|
'type': 'ir.actions.client',
|
||||||
|
'tag': 'display_notification',
|
||||||
|
'params': {
|
||||||
|
'title': _('Sinkronisasi Daftar Tiket Berhasil'),
|
||||||
|
'message': _('Berhasil memuat %d tiket terbaru dari Freshservice!', synced_count),
|
||||||
|
'type': 'success',
|
||||||
|
'sticky': False,
|
||||||
|
'next': {'type': 'ir.actions.client', 'tag': 'reload'},
|
||||||
|
}
|
||||||
|
}
|
||||||
71
gmn_freshservice/models/gmn_res_config_settings_v01.py
Normal file
71
gmn_freshservice/models/gmn_res_config_settings_v01.py
Normal file
@@ -0,0 +1,71 @@
|
|||||||
|
# -*- coding: utf-8 -*-
|
||||||
|
from odoo import models, fields, api
|
||||||
|
from odoo.exceptions import UserError
|
||||||
|
import requests
|
||||||
|
|
||||||
|
class ResConfigSettings(models.TransientModel):
|
||||||
|
_inherit = 'res.config.settings'
|
||||||
|
|
||||||
|
freshservice_url = fields.Char(
|
||||||
|
string='Freshservice URL',
|
||||||
|
config_parameter='freshservice_ticket_audit.freshservice_url',
|
||||||
|
default='https://ptglobalmultimedianetwork.freshservice.com'
|
||||||
|
)
|
||||||
|
freshservice_api_key = fields.Char(
|
||||||
|
string='Freshservice API Key',
|
||||||
|
config_parameter='freshservice_ticket_audit.freshservice_api_key'
|
||||||
|
)
|
||||||
|
freshservice_sync_limit = fields.Integer(
|
||||||
|
string='Limit Sinkronisasi Tiket',
|
||||||
|
config_parameter='freshservice_ticket_audit.freshservice_sync_limit',
|
||||||
|
default=200,
|
||||||
|
help='Batas jumlah tiket terbaru yang ditarik dari Freshservice saat membuka halaman list tiket (default 200).'
|
||||||
|
)
|
||||||
|
freshservice_use_mock = fields.Boolean(
|
||||||
|
string='Gunakan Mock Data Engine',
|
||||||
|
config_parameter='freshservice_ticket_audit.freshservice_use_mock',
|
||||||
|
# default=True,
|
||||||
|
help='Jika dicentang, sistem menggunakan simulasi format JSON resmi Freshservice tanpa perlu API Key asli.'
|
||||||
|
)
|
||||||
|
|
||||||
|
def action_test_freshservice_connection(self):
|
||||||
|
"""Uji konektivitas ke server Freshservice"""
|
||||||
|
self.ensure_one()
|
||||||
|
url = (self.freshservice_url or "").rstrip("/")
|
||||||
|
if not url:
|
||||||
|
raise UserError("URL Freshservice tidak boleh kosong!")
|
||||||
|
|
||||||
|
if self.freshservice_use_mock:
|
||||||
|
return {
|
||||||
|
'type': 'ir.actions.client',
|
||||||
|
'tag': 'display_notification',
|
||||||
|
'params': {
|
||||||
|
'title': 'Mode Mock Aktif',
|
||||||
|
'message': 'Engine simulasi aktif. Anda dapat langsung menarik tiket contoh tanpa API Key!',
|
||||||
|
'type': 'success',
|
||||||
|
'sticky': False,
|
||||||
|
}
|
||||||
|
}
|
||||||
|
|
||||||
|
if not self.freshservice_api_key:
|
||||||
|
raise UserError("API Key wajib diisi untuk pengujian Live API!")
|
||||||
|
|
||||||
|
try:
|
||||||
|
auth = (self.freshservice_api_key, 'X')
|
||||||
|
headers = {'Content-Type': 'application/json', 'Accept': 'application/json'}
|
||||||
|
res = requests.get(f"{url}/api/v2/tickets?per_page=1", auth=auth, headers=headers, timeout=10)
|
||||||
|
if res.status_code == 200:
|
||||||
|
return {
|
||||||
|
'type': 'ir.actions.client',
|
||||||
|
'tag': 'display_notification',
|
||||||
|
'params': {
|
||||||
|
'title': 'Koneksi Berhasil!',
|
||||||
|
'message': f'Berhasil terhubung ke Live Freshservice API ({url}).',
|
||||||
|
'type': 'success',
|
||||||
|
'sticky': False,
|
||||||
|
}
|
||||||
|
}
|
||||||
|
else:
|
||||||
|
raise UserError(f"Gagal terhubung (HTTP {res.status_code}): {res.text}")
|
||||||
|
except Exception as e:
|
||||||
|
raise UserError(f"Terjadi kesalahan koneksi: {str(e)}")
|
||||||
5
gmn_freshservice/security/gmn_ir_model_access_v01.csv
Normal file
5
gmn_freshservice/security/gmn_ir_model_access_v01.csv
Normal file
@@ -0,0 +1,5 @@
|
|||||||
|
id,name,model_id:id,group_id:id,perm_read,perm_write,perm_create,perm_unlink
|
||||||
|
access_freshservice_ticket_user,freshservice.ticket.user,model_freshservice_ticket,base.group_user,1,1,1,1
|
||||||
|
access_freshservice_ticket_stage_log_user,freshservice.ticket.stage.log.user,model_freshservice_ticket_stage_log,base.group_user,1,1,1,1
|
||||||
|
access_freshservice_ticket_conversation_user,freshservice.ticket.conversation.user,model_freshservice_ticket_conversation,base.group_user,1,1,1,1
|
||||||
|
access_freshservice_ticket_bottleneck_wizard_user,freshservice.ticket.bottleneck.wizard.user,model_freshservice_ticket_bottleneck_wizard,base.group_user,1,1,1,1
|
||||||
|
2
gmn_freshservice/services/__init__.py
Normal file
2
gmn_freshservice/services/__init__.py
Normal file
@@ -0,0 +1,2 @@
|
|||||||
|
# -*- coding: utf-8 -*-
|
||||||
|
from . import gmn_freshservice_client_v01
|
||||||
BIN
gmn_freshservice/services/__pycache__/__init__.cpython-312.pyc
Normal file
BIN
gmn_freshservice/services/__pycache__/__init__.cpython-312.pyc
Normal file
Binary file not shown.
BIN
gmn_freshservice/services/__pycache__/__init__.cpython-314.pyc
Normal file
BIN
gmn_freshservice/services/__pycache__/__init__.cpython-314.pyc
Normal file
Binary file not shown.
Binary file not shown.
Binary file not shown.
637
gmn_freshservice/services/gmn_freshservice_client_v01.py
Normal file
637
gmn_freshservice/services/gmn_freshservice_client_v01.py
Normal file
@@ -0,0 +1,637 @@
|
|||||||
|
# -*- coding: utf-8 -*-
|
||||||
|
import datetime
|
||||||
|
import logging
|
||||||
|
import requests
|
||||||
|
from odoo.exceptions import UserError
|
||||||
|
|
||||||
|
_logger = logging.getLogger(__name__)
|
||||||
|
|
||||||
|
class FreshserviceClient:
|
||||||
|
"""
|
||||||
|
Client adapter untuk integrasi Freshservice API v2.
|
||||||
|
Mendukung dua mode:
|
||||||
|
1. Mock Mode (Format data 100% identik dengan dokumentasi resmi Freshservice API)
|
||||||
|
2. Live API Mode (Direct HTTP call ke endpoint perusahaan)
|
||||||
|
"""
|
||||||
|
|
||||||
|
STATUS_MAP = {
|
||||||
|
2: 'open',
|
||||||
|
3: 'pending',
|
||||||
|
4: 'resolved',
|
||||||
|
5: 'closed',
|
||||||
|
}
|
||||||
|
|
||||||
|
PRIORITY_MAP = {
|
||||||
|
1: 'low',
|
||||||
|
2: 'medium',
|
||||||
|
3: 'high',
|
||||||
|
4: 'urgent',
|
||||||
|
}
|
||||||
|
|
||||||
|
_agent_cache = {}
|
||||||
|
_dept_cache = {}
|
||||||
|
|
||||||
|
def __init__(self, base_url="https://servicedesk.lyman.co.id", api_key="", use_mock=True):
|
||||||
|
self.base_url = (base_url or "").rstrip("/")
|
||||||
|
self.api_key = api_key or ""
|
||||||
|
self.use_mock = use_mock
|
||||||
|
|
||||||
|
def get_agent_name(self, agent_id):
|
||||||
|
"""Ambil nama agen IT Freshservice berdasarkan ID (dengan in-memory cache)"""
|
||||||
|
if not agent_id or self.use_mock:
|
||||||
|
return ""
|
||||||
|
if agent_id in self._agent_cache:
|
||||||
|
return self._agent_cache[agent_id]
|
||||||
|
|
||||||
|
try:
|
||||||
|
auth = (self.api_key, "X")
|
||||||
|
headers = {"Content-Type": "application/json", "Accept": "application/json"}
|
||||||
|
url = f"{self.base_url}/api/v2/agents/{agent_id}"
|
||||||
|
res = requests.get(url, auth=auth, headers=headers, timeout=10)
|
||||||
|
if res.status_code == 200:
|
||||||
|
agent = res.json().get("agent", {})
|
||||||
|
first_name = agent.get("first_name") or ""
|
||||||
|
last_name = agent.get("last_name") or ""
|
||||||
|
full_name = f"{first_name} {last_name}".strip() or agent.get("email") or str(agent_id)
|
||||||
|
self._agent_cache[agent_id] = full_name
|
||||||
|
return full_name
|
||||||
|
except Exception as e:
|
||||||
|
_logger.warning("Gagal fetch agent %s dari Freshservice: %s", agent_id, e)
|
||||||
|
|
||||||
|
self._agent_cache[agent_id] = ""
|
||||||
|
return ""
|
||||||
|
|
||||||
|
def get_department_name(self, dept_id):
|
||||||
|
"""Ambil nama departemen Freshservice berdasarkan ID (dengan in-memory cache)"""
|
||||||
|
if not dept_id or self.use_mock:
|
||||||
|
return ""
|
||||||
|
if dept_id in self._dept_cache:
|
||||||
|
return self._dept_cache[dept_id]
|
||||||
|
|
||||||
|
try:
|
||||||
|
auth = (self.api_key, "X")
|
||||||
|
headers = {"Content-Type": "application/json", "Accept": "application/json"}
|
||||||
|
url = f"{self.base_url}/api/v2/departments/{dept_id}"
|
||||||
|
res = requests.get(url, auth=auth, headers=headers, timeout=10)
|
||||||
|
if res.status_code == 200:
|
||||||
|
dept = res.json().get("department", {})
|
||||||
|
name = dept.get("name") or ""
|
||||||
|
self._dept_cache[dept_id] = name
|
||||||
|
return name
|
||||||
|
except Exception as e:
|
||||||
|
_logger.warning("Gagal fetch department %s dari Freshservice: %s", dept_id, e)
|
||||||
|
|
||||||
|
self._dept_cache[dept_id] = ""
|
||||||
|
return ""
|
||||||
|
|
||||||
|
def fetch_ticket_full_data(self, ticket_id):
|
||||||
|
"""
|
||||||
|
Mengambil paket lengkap data tiket:
|
||||||
|
- Ticket Details + SLA Stats
|
||||||
|
- Audit Trail Activities
|
||||||
|
- Conversations (Replies & Notes)
|
||||||
|
"""
|
||||||
|
if self.use_mock:
|
||||||
|
_logger.info("Mengambil data tiket Freshservice via MOCK ENGINE untuk ID: %s", ticket_id)
|
||||||
|
return self._get_mock_payload(ticket_id)
|
||||||
|
else:
|
||||||
|
_logger.info("Menghubungi LIVE Freshservice API: %s untuk ID: %s", self.base_url, ticket_id)
|
||||||
|
return self._get_live_payload(ticket_id)
|
||||||
|
|
||||||
|
def fetch_recent_tickets(self, limit=200, tiket_id=None):
|
||||||
|
"""
|
||||||
|
Mengambil daftar tiket terbaru dari Freshservice API (default 200 tiket terbaru).
|
||||||
|
Freshservice API v2 membatasi per_page maksimum 100 tiket per request,
|
||||||
|
sehingga dilakukan paginasi (page 1, page 2, dst) secara cepat hingga mencapai limit.
|
||||||
|
Hanya mengambil ringkasan tiket dan status (tanpa membebani API dengan detail activities).
|
||||||
|
"""
|
||||||
|
if self.use_mock:
|
||||||
|
return self._get_mock_recent_tickets(limit=limit)
|
||||||
|
|
||||||
|
if not self.base_url or not self.api_key:
|
||||||
|
raise UserError("Base URL dan API Key Freshservice wajib dikonfigurasi di Settings!")
|
||||||
|
|
||||||
|
auth = (self.api_key, "X")
|
||||||
|
headers = {"Content-Type": "application/json", "Accept": "application/json"}
|
||||||
|
|
||||||
|
tickets = []
|
||||||
|
page = 1
|
||||||
|
per_page = 100
|
||||||
|
while len(tickets) < limit:
|
||||||
|
fetch_count = min(per_page, limit - len(tickets))
|
||||||
|
url = f"{self.base_url}/api/v2/tickets?order_by=created_at&order_type=desc&per_page={fetch_count}&page={page}&include=requester,stats"
|
||||||
|
try:
|
||||||
|
res = requests.get(url, auth=auth, headers=headers, timeout=25)
|
||||||
|
if res.status_code == 200:
|
||||||
|
batch = res.json().get("tickets", [])
|
||||||
|
if not batch:
|
||||||
|
break
|
||||||
|
|
||||||
|
# Resolusi info pemohon, agen responder, dan departemen
|
||||||
|
for t in batch:
|
||||||
|
req = t.get('requester') or {}
|
||||||
|
t['requester_name'] = req.get('name') or t.get('requester_name') or ''
|
||||||
|
t['requester_email'] = req.get('email') or t.get('requester_email') or t.get('email') or ''
|
||||||
|
|
||||||
|
resp_id = t.get('responder_id')
|
||||||
|
if resp_id:
|
||||||
|
t['responder_name'] = self.get_agent_name(resp_id)
|
||||||
|
|
||||||
|
dept_id = t.get('department_id')
|
||||||
|
if dept_id:
|
||||||
|
t['department_name'] = self.get_department_name(dept_id)
|
||||||
|
elif t.get('custom_fields', {}).get('company_information_for_owner_of_ticket'):
|
||||||
|
t['department_name'] = t['custom_fields']['company_information_for_owner_of_ticket']
|
||||||
|
|
||||||
|
tickets.extend(batch)
|
||||||
|
if len(batch) < fetch_count:
|
||||||
|
# Data di Freshservice sudah habis
|
||||||
|
break
|
||||||
|
page += 1
|
||||||
|
else:
|
||||||
|
_logger.warning("Gagal fetch recent tickets halaman %s (HTTP %s): %s", page, res.status_code, res.text)
|
||||||
|
break
|
||||||
|
except Exception as e:
|
||||||
|
_logger.error("Error fetching recent tickets from Freshservice: %s", e)
|
||||||
|
break
|
||||||
|
|
||||||
|
return tickets[:limit]
|
||||||
|
|
||||||
|
def _get_mock_recent_tickets(self, limit=200):
|
||||||
|
"""Mock data ringkasan tiket untuk pengujian cepat tanpa membebani network"""
|
||||||
|
samples = [
|
||||||
|
{
|
||||||
|
"id": 129,
|
||||||
|
"subject": "Kendala Koneksi Jaringan & SAP Client - Dept Finance [Mock #129]",
|
||||||
|
"status": 4,
|
||||||
|
"priority": 3,
|
||||||
|
"requester_name": "Ahmad Dani (User)",
|
||||||
|
"responder_name": "Budi Santoso (IT Support)",
|
||||||
|
"department_name": "Finance & Accounting",
|
||||||
|
"created_at": "2026-10-10T08:30:00Z",
|
||||||
|
"due_by": "2026-10-12T17:00:00Z",
|
||||||
|
"stats": {
|
||||||
|
"first_responded_at": "2026-10-10T08:52:00Z",
|
||||||
|
"resolved_at": "2026-10-11T16:30:00Z",
|
||||||
|
}
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"id": 9991,
|
||||||
|
"subject": "User Akses untuk modul report Account Receivables",
|
||||||
|
"status": 2,
|
||||||
|
"priority": 1,
|
||||||
|
"requester_name": "Henny Gunawan",
|
||||||
|
"responder_name": "Jonathan Tan",
|
||||||
|
"department_name": "Accounting",
|
||||||
|
"created_at": "2026-10-12T02:45:00Z",
|
||||||
|
"due_by": "2026-10-14T17:00:00Z",
|
||||||
|
"stats": {
|
||||||
|
"first_responded_at": "2026-10-12T03:15:00Z",
|
||||||
|
}
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"id": 9966,
|
||||||
|
"subject": "Email gom@parahyangangolf.com - Your Certificate has Expired",
|
||||||
|
"status": 4,
|
||||||
|
"priority": 1,
|
||||||
|
"requester_name": "Rohmat tulloh",
|
||||||
|
"responder_name": "Prabowo Bowo",
|
||||||
|
"department_name": "IT Infrastructure",
|
||||||
|
"created_at": "2026-10-09T06:27:00Z",
|
||||||
|
"due_by": "2026-10-11T17:00:00Z",
|
||||||
|
"stats": {
|
||||||
|
"first_responded_at": "2026-10-09T07:10:00Z",
|
||||||
|
"resolved_at": "2026-10-09T09:00:00Z",
|
||||||
|
}
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"id": 9950,
|
||||||
|
"subject": "Permintaan Install Ulang Windows Laptop Sales",
|
||||||
|
"status": 3,
|
||||||
|
"priority": 2,
|
||||||
|
"requester_name": "Siti Nurhaliza",
|
||||||
|
"responder_name": "Budi Santoso (IT Support)",
|
||||||
|
"department_name": "Sales & Marketing",
|
||||||
|
"created_at": "2026-10-11T09:15:00Z",
|
||||||
|
"due_by": "2026-10-13T17:00:00Z",
|
||||||
|
"stats": {
|
||||||
|
"first_responded_at": "2026-10-11T10:00:00Z",
|
||||||
|
}
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"id": 9942,
|
||||||
|
"subject": "Reset Password Akun VPN Kantor Pusat",
|
||||||
|
"status": 5,
|
||||||
|
"priority": 2,
|
||||||
|
"requester_name": "Rudi Hermawan",
|
||||||
|
"responder_name": "Prabowo Bowo",
|
||||||
|
"department_name": "Human Resources",
|
||||||
|
"created_at": "2026-10-08T11:00:00Z",
|
||||||
|
"due_by": "2026-10-09T17:00:00Z",
|
||||||
|
"stats": {
|
||||||
|
"first_responded_at": "2026-10-08T11:15:00Z",
|
||||||
|
"resolved_at": "2026-10-08T11:45:00Z",
|
||||||
|
}
|
||||||
|
},
|
||||||
|
]
|
||||||
|
return samples[:limit]
|
||||||
|
|
||||||
|
# def _get_live_payload(self, ticket_id):
|
||||||
|
# if not self.base_url or not self.api_key:
|
||||||
|
# raise UserError("Base URL dan API Key Freshservice wajib dikonfigurasi di Settings!")
|
||||||
|
|
||||||
|
# auth = (self.api_key, "X")
|
||||||
|
# headers = {"Content-Type": "application/json", "Accept": "application/json"}
|
||||||
|
|
||||||
|
# # 1. Ticket details & stats with requester
|
||||||
|
# url_ticket = f"{self.base_url}/api/v2/tickets/{ticket_id}?include=requester,stats"
|
||||||
|
# res_ticket = requests.get(url_ticket, auth=auth, headers=headers, timeout=20)
|
||||||
|
# if res_ticket.status_code != 200:
|
||||||
|
# raise UserError(f"Gagal mengambil tiket dari Freshservice (HTTP {res_ticket.status_code}): {res_ticket.text}")
|
||||||
|
# ticket_json = res_ticket.json().get("ticket", {})
|
||||||
|
|
||||||
|
# # Resolusi data pemohon (requester), agen (responder), dan departemen
|
||||||
|
# req = ticket_json.get('requester') or {}
|
||||||
|
# ticket_json['requester_name'] = req.get('name') or ticket_json.get('requester_name') or ''
|
||||||
|
# ticket_json['requester_email'] = req.get('email') or ticket_json.get('requester_email') or ticket_json.get('email') or ''
|
||||||
|
|
||||||
|
# resp_id = ticket_json.get('responder_id')
|
||||||
|
# if resp_id:
|
||||||
|
# ticket_json['responder_name'] = self.get_agent_name(resp_id)
|
||||||
|
|
||||||
|
# dept_id = ticket_json.get('department_id')
|
||||||
|
# if dept_id:
|
||||||
|
# ticket_json['department_name'] = self.get_department_name(dept_id)
|
||||||
|
# elif ticket_json.get('custom_fields', {}).get('company_information_for_owner_of_ticket'):
|
||||||
|
# ticket_json['department_name'] = ticket_json['custom_fields']['company_information_for_owner_of_ticket']
|
||||||
|
|
||||||
|
# # 2. Activities (Audit Trail) with pagination support
|
||||||
|
# url_activities = f"{self.base_url}/api/v2/tickets/{ticket_id}/activities"
|
||||||
|
# activities_json = []
|
||||||
|
# page_count = 0
|
||||||
|
# while url_activities and page_count < 10:
|
||||||
|
# page_count += 1
|
||||||
|
# try:
|
||||||
|
# res_act = requests.get(url_activities, auth=auth, headers=headers, timeout=20)
|
||||||
|
# if res_act.status_code == 200:
|
||||||
|
# act_data = res_act.json()
|
||||||
|
# activities_json.extend(act_data.get("activities", []))
|
||||||
|
# url_activities = act_data.get("next_page_url")
|
||||||
|
# else:
|
||||||
|
# _logger.warning("Gagal fetch activities Freshservice (HTTP %s): %s", res_act.status_code, res_act.text)
|
||||||
|
# break
|
||||||
|
# except Exception as e:
|
||||||
|
# _logger.warning("Exception saat fetch activities halaman %s: %s", page_count, e)
|
||||||
|
# break
|
||||||
|
|
||||||
|
# # 3. Conversations
|
||||||
|
# url_conv = f"{self.base_url}/api/v2/tickets/{ticket_id}/conversations"
|
||||||
|
# res_conv = requests.get(url_conv, auth=auth, headers=headers, timeout=20)
|
||||||
|
# conversations_json = res_conv.json().get("conversations", []) if res_conv.status_code == 200 else []
|
||||||
|
|
||||||
|
# return {
|
||||||
|
# "ticket": ticket_json,
|
||||||
|
# "activities": activities_json,
|
||||||
|
# "conversations": conversations_json,
|
||||||
|
# }
|
||||||
|
def _get_live_payload(self, ticket_id):
|
||||||
|
if not self.base_url or not self.api_key:
|
||||||
|
raise UserError(
|
||||||
|
"Base URL dan API Key Freshservice wajib dikonfigurasi di Settings!"
|
||||||
|
)
|
||||||
|
|
||||||
|
auth = (self.api_key, "X")
|
||||||
|
headers = {
|
||||||
|
"Content-Type": "application/json",
|
||||||
|
"Accept": "application/json",
|
||||||
|
}
|
||||||
|
|
||||||
|
# 1. Ticket details & stats with requester
|
||||||
|
url_ticket = (
|
||||||
|
f"{self.base_url}/api/v2/tickets/"
|
||||||
|
f"{ticket_id}?include=requester,stats"
|
||||||
|
)
|
||||||
|
|
||||||
|
res_ticket = requests.get(
|
||||||
|
url_ticket,
|
||||||
|
auth=auth,
|
||||||
|
headers=headers,
|
||||||
|
timeout=20,
|
||||||
|
)
|
||||||
|
|
||||||
|
if res_ticket.status_code != 200:
|
||||||
|
raise UserError(
|
||||||
|
f"Gagal mengambil tiket dari Freshservice "
|
||||||
|
f"(HTTP {res_ticket.status_code}): {res_ticket.text}"
|
||||||
|
)
|
||||||
|
|
||||||
|
ticket_json = res_ticket.json().get("ticket", {})
|
||||||
|
|
||||||
|
# Resolusi data pemohon (requester), agen (responder), dan departemen
|
||||||
|
req = ticket_json.get("requester") or {}
|
||||||
|
|
||||||
|
ticket_json["requester_name"] = (
|
||||||
|
req.get("name")
|
||||||
|
or ticket_json.get("requester_name")
|
||||||
|
or ""
|
||||||
|
)
|
||||||
|
|
||||||
|
ticket_json["requester_email"] = (
|
||||||
|
req.get("email")
|
||||||
|
or ticket_json.get("requester_email")
|
||||||
|
or ticket_json.get("email")
|
||||||
|
or ""
|
||||||
|
)
|
||||||
|
|
||||||
|
resp_id = ticket_json.get("responder_id")
|
||||||
|
if resp_id:
|
||||||
|
ticket_json["responder_name"] = self.get_agent_name(resp_id)
|
||||||
|
|
||||||
|
dept_id = ticket_json.get("department_id")
|
||||||
|
if dept_id:
|
||||||
|
ticket_json["department_name"] = self.get_department_name(dept_id)
|
||||||
|
elif ticket_json.get("custom_fields", {}).get(
|
||||||
|
"company_information_for_owner_of_ticket"
|
||||||
|
):
|
||||||
|
ticket_json["department_name"] = ticket_json["custom_fields"][
|
||||||
|
"company_information_for_owner_of_ticket"
|
||||||
|
]
|
||||||
|
|
||||||
|
# 2. Activities (Audit Trail)
|
||||||
|
# Fetch seluruh halaman sampai next_page_url kosong
|
||||||
|
url_activities = (
|
||||||
|
f"{self.base_url}/api/v2/tickets/"
|
||||||
|
f"{ticket_id}/activities"
|
||||||
|
)
|
||||||
|
|
||||||
|
activities_json = []
|
||||||
|
visited_urls = set()
|
||||||
|
|
||||||
|
while url_activities:
|
||||||
|
# Mencegah infinite loop jika URL pagination berulang
|
||||||
|
if url_activities in visited_urls:
|
||||||
|
_logger.warning(
|
||||||
|
"Pagination activities dihentikan karena URL berulang: %s",
|
||||||
|
url_activities,
|
||||||
|
)
|
||||||
|
break
|
||||||
|
|
||||||
|
visited_urls.add(url_activities)
|
||||||
|
|
||||||
|
try:
|
||||||
|
res_act = requests.get(
|
||||||
|
url_activities,
|
||||||
|
auth=auth,
|
||||||
|
headers=headers,
|
||||||
|
timeout=20,
|
||||||
|
)
|
||||||
|
|
||||||
|
if res_act.status_code != 200:
|
||||||
|
_logger.warning(
|
||||||
|
"Gagal fetch activities Freshservice (HTTP %s): %s",
|
||||||
|
res_act.status_code,
|
||||||
|
res_act.text,
|
||||||
|
)
|
||||||
|
break
|
||||||
|
|
||||||
|
act_data = res_act.json()
|
||||||
|
|
||||||
|
# Tambahkan activities dari halaman saat ini
|
||||||
|
activities_json.extend(
|
||||||
|
act_data.get("activities", [])
|
||||||
|
)
|
||||||
|
|
||||||
|
# Lanjut sampai halaman terakhir
|
||||||
|
url_activities = act_data.get("next_page_url")
|
||||||
|
|
||||||
|
except Exception as e:
|
||||||
|
_logger.warning(
|
||||||
|
"Exception saat fetch activities Freshservice: %s",
|
||||||
|
e,
|
||||||
|
)
|
||||||
|
break
|
||||||
|
|
||||||
|
_logger.info(
|
||||||
|
"Freshservice ticket %s: berhasil mengambil %s activities",
|
||||||
|
ticket_id,
|
||||||
|
len(activities_json),
|
||||||
|
)
|
||||||
|
|
||||||
|
# 3. Conversations
|
||||||
|
url_conv = (
|
||||||
|
f"{self.base_url}/api/v2/tickets/"
|
||||||
|
f"{ticket_id}/conversations"
|
||||||
|
)
|
||||||
|
|
||||||
|
conversations_json = []
|
||||||
|
|
||||||
|
try:
|
||||||
|
res_conv = requests.get(
|
||||||
|
url_conv,
|
||||||
|
auth=auth,
|
||||||
|
headers=headers,
|
||||||
|
timeout=20,
|
||||||
|
)
|
||||||
|
|
||||||
|
if res_conv.status_code == 200:
|
||||||
|
conversations_json = res_conv.json().get(
|
||||||
|
"conversations", []
|
||||||
|
)
|
||||||
|
else:
|
||||||
|
_logger.warning(
|
||||||
|
"Gagal fetch conversations Freshservice "
|
||||||
|
"(HTTP %s): %s",
|
||||||
|
res_conv.status_code,
|
||||||
|
res_conv.text,
|
||||||
|
)
|
||||||
|
|
||||||
|
except Exception as e:
|
||||||
|
_logger.warning(
|
||||||
|
"Exception saat fetch conversations Freshservice: %s",
|
||||||
|
e,
|
||||||
|
)
|
||||||
|
|
||||||
|
return {
|
||||||
|
"ticket": ticket_json,
|
||||||
|
"activities": activities_json,
|
||||||
|
"conversations": conversations_json,
|
||||||
|
}
|
||||||
|
|
||||||
|
def _get_mock_payload(self, ticket_id):
|
||||||
|
"""
|
||||||
|
Data Mock standar enterprise sesuai dokumentasi Freshservice API v2.
|
||||||
|
Merefleksikan siklus tiket riil:
|
||||||
|
- Open (08:30)
|
||||||
|
- First Response oleh Agent (08:52) -> jeda 22 menit
|
||||||
|
- Status Pending User (09:30) -> menunggu klarifikasi user
|
||||||
|
- User Balas (Keesokan hari 14:00) -> 28.5 jam di user
|
||||||
|
- Status In Progress (14:00) -> 2.5 jam di internal
|
||||||
|
- Status Resolved (16:30)
|
||||||
|
"""
|
||||||
|
str_id = str(ticket_id or "129")
|
||||||
|
|
||||||
|
return {
|
||||||
|
"ticket": {
|
||||||
|
"id": int(str_id) if str_id.isdigit() else 129,
|
||||||
|
"subject": f"Kendala Koneksi Jaringan & SAP Client - Dept Finance [Mock #{str_id}]",
|
||||||
|
"description_text": "Koneksi ke server SAP sering terputus dan lambat sejak pukul 08:00 pagi. Mohon dicek.",
|
||||||
|
"status": 4, # 4 = Resolved
|
||||||
|
"priority": 3, # 3 = High
|
||||||
|
"source": 2, # Portal
|
||||||
|
"requester_id": 19000123456,
|
||||||
|
"requester_name": "Ahmad Dani (User)",
|
||||||
|
"requester_email": "ahmad.dani@lyman.co.id",
|
||||||
|
"responder_id": 19000234567,
|
||||||
|
"responder_name": "Budi Santoso (IT Support)",
|
||||||
|
"responder_email": "budi.santoso@lyman.co.id",
|
||||||
|
"department_name": "Finance & Accounting",
|
||||||
|
"created_at": "2026-10-10T08:30:00Z",
|
||||||
|
"updated_at": "2026-10-11T16:30:00Z",
|
||||||
|
"due_by": "2026-10-12T17:00:00Z",
|
||||||
|
"stats": {
|
||||||
|
"first_responded_at": "2026-10-10T08:52:00Z",
|
||||||
|
"resolved_at": "2026-10-11T16:30:00Z",
|
||||||
|
"closed_at": None,
|
||||||
|
"pending_since": "2026-10-10T09:30:00Z",
|
||||||
|
}
|
||||||
|
},
|
||||||
|
"activities": [
|
||||||
|
{
|
||||||
|
"id": 101,
|
||||||
|
"actor": {
|
||||||
|
"id": 19000123456,
|
||||||
|
"name": "Ahmad Dani (User)",
|
||||||
|
"is_agent": False
|
||||||
|
},
|
||||||
|
"actor_id": 19000123456,
|
||||||
|
"actor_type": "Requester",
|
||||||
|
"actor_name": "Ahmad Dani (User)",
|
||||||
|
"content": "Tiket dibuat via Web Portal dengan status Open",
|
||||||
|
"stage_name": "Open",
|
||||||
|
"responsibility": "internal",
|
||||||
|
"created_at": "2026-10-10T08:30:00Z"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"id": 102,
|
||||||
|
"actor": {
|
||||||
|
"id": 19000234567,
|
||||||
|
"name": "Budi Santoso (IT Support)",
|
||||||
|
"is_agent": True
|
||||||
|
},
|
||||||
|
"actor_id": 19000234567,
|
||||||
|
"actor_type": "Agent",
|
||||||
|
"actor_name": "Budi Santoso (IT Support)",
|
||||||
|
"content": "First Response: Tiket diterima, sedang dilakukan pengecekan switch jaringan.",
|
||||||
|
"stage_name": "In Progress",
|
||||||
|
"responsibility": "internal",
|
||||||
|
"created_at": "2026-10-10T08:52:00Z"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"id": 103,
|
||||||
|
"actor": {
|
||||||
|
"id": 19000234567,
|
||||||
|
"name": "Budi Santoso (IT Support)",
|
||||||
|
"is_agent": True
|
||||||
|
},
|
||||||
|
"actor_id": 19000234567,
|
||||||
|
"actor_type": "Agent",
|
||||||
|
"actor_name": "Budi Santoso (IT Support)",
|
||||||
|
"content": "Status diubah ke Pending: Menunggu user mengirimkan IP Address dan pesan error lengkap.",
|
||||||
|
"stage_name": "Pending User",
|
||||||
|
"responsibility": "customer",
|
||||||
|
"created_at": "2026-10-10T09:30:00Z"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"id": 104,
|
||||||
|
"actor": {
|
||||||
|
"id": 19000123456,
|
||||||
|
"name": "Ahmad Dani (User)",
|
||||||
|
"is_agent": False
|
||||||
|
},
|
||||||
|
"actor_id": 19000123456,
|
||||||
|
"actor_type": "Requester",
|
||||||
|
"actor_name": "Ahmad Dani (User)",
|
||||||
|
"content": "User membalas: IP komputer 192.168.10.45 dan switch port lampu kuning.",
|
||||||
|
"stage_name": "In Progress",
|
||||||
|
"responsibility": "internal",
|
||||||
|
"created_at": "2026-10-11T14:00:00Z"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"id": 105,
|
||||||
|
"actor": {
|
||||||
|
"id": 19000234567,
|
||||||
|
"name": "Budi Santoso (IT Support)",
|
||||||
|
"is_agent": True
|
||||||
|
},
|
||||||
|
"actor_id": 19000234567,
|
||||||
|
"actor_type": "Agent",
|
||||||
|
"actor_name": "Budi Santoso (IT Support)",
|
||||||
|
"content": "Tiket Diselesaikan: Port switch diganti dan koneksi SAP telah kembali normal.",
|
||||||
|
"stage_name": "Resolved",
|
||||||
|
"responsibility": "internal",
|
||||||
|
"created_at": "2026-10-11T16:30:00Z"
|
||||||
|
}
|
||||||
|
],
|
||||||
|
"conversations": [
|
||||||
|
{
|
||||||
|
"id": 501,
|
||||||
|
"body_text": "Halo Pak Dani, tiket sudah kami terima. Kami sedang memeriksa port router dan switch lantai 3.",
|
||||||
|
"incoming": False,
|
||||||
|
"user_id": 19000234567,
|
||||||
|
"user_name": "Budi Santoso (IT Support)",
|
||||||
|
"created_at": "2026-10-10T08:52:00Z"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"id": 502,
|
||||||
|
"body_text": "Mohon informasikan IP Address komputer Bapak dan apakah lampu indikator LAN di CPU berkedip oranye?",
|
||||||
|
"incoming": False,
|
||||||
|
"user_id": 19000234567,
|
||||||
|
"user_name": "Budi Santoso (IT Support)",
|
||||||
|
"created_at": "2026-10-10T09:30:00Z"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"id": 503,
|
||||||
|
"body_text": "Siang Mas Budi, IP saya 192.168.10.45. Lampunya kedip oranye terus.",
|
||||||
|
"incoming": True,
|
||||||
|
"user_id": 19000123456,
|
||||||
|
"user_name": "Ahmad Dani (User)",
|
||||||
|
"created_at": "2026-10-11T14:00:00Z"
|
||||||
|
},
|
||||||
|
{
|
||||||
|
"id": 504,
|
||||||
|
"body_text": "Kabel patch cord dan port switch sudah kami ganti baru. Sekarang SAP sudah lancar kembali.",
|
||||||
|
"incoming": False,
|
||||||
|
"user_id": 19000234567,
|
||||||
|
"user_name": "Budi Santoso (IT Support)",
|
||||||
|
"created_at": "2026-10-11T16:30:00Z"
|
||||||
|
}
|
||||||
|
]
|
||||||
|
}
|
||||||
|
|
||||||
|
@staticmethod
|
||||||
|
def parse_datetime(iso_str):
|
||||||
|
"""Konversi timestamp API ke string datetime UTC yang diterima Odoo.
|
||||||
|
|
||||||
|
API dapat mengirim ISO string maupun objek ``datetime``. Keduanya
|
||||||
|
dinormalisasi ke format yang sama agar tidak terjadi perbandingan
|
||||||
|
``str`` dengan ``datetime`` saat audit trail direkonstruksi.
|
||||||
|
"""
|
||||||
|
if not iso_str:
|
||||||
|
return False
|
||||||
|
try:
|
||||||
|
if isinstance(iso_str, datetime.datetime):
|
||||||
|
dt = iso_str
|
||||||
|
elif isinstance(iso_str, str):
|
||||||
|
clean = iso_str.strip().replace("Z", "+00:00")
|
||||||
|
dt = datetime.datetime.fromisoformat(clean)
|
||||||
|
else:
|
||||||
|
_logger.warning("Tipe datetime tidak didukung: %r", type(iso_str))
|
||||||
|
return False
|
||||||
|
|
||||||
|
# Konversi ke naive UTC untuk Odoo.
|
||||||
|
if dt.tzinfo is not None:
|
||||||
|
dt = dt.astimezone(datetime.timezone.utc).replace(tzinfo=None)
|
||||||
|
return dt.strftime("%Y-%m-%d %H:%M:%S")
|
||||||
|
except Exception as e:
|
||||||
|
_logger.warning("Gagal parse datetime '%s': %s", iso_str, e)
|
||||||
|
return False
|
||||||
@@ -0,0 +1,106 @@
|
|||||||
|
<?xml version="1.0" encoding="utf-8"?>
|
||||||
|
<odoo>
|
||||||
|
<!-- LIST VIEW STAGE LOGS -->
|
||||||
|
<record id="view_freshservice_ticket_stage_log_tree" model="ir.ui.view">
|
||||||
|
<field name="name">freshservice.ticket.stage.log.tree</field>
|
||||||
|
<field name="model">freshservice.ticket.stage.log</field>
|
||||||
|
<field name="arch" type="xml">
|
||||||
|
<list string="Audit Trail & Durasi Status"
|
||||||
|
decoration-danger="responsibility == 'internal' and is_active"
|
||||||
|
decoration-warning="responsibility == 'customer' and is_active"
|
||||||
|
decoration-muted="not is_active or responsibility in ('on_hold','third_party','internal_discussion','scheduled_meeting','external_activity','resolved_idle')">
|
||||||
|
<field name="ticket_id"/>
|
||||||
|
<field name="stage_name" widget="badge"/>
|
||||||
|
<field name="responsibility"
|
||||||
|
widget="badge"
|
||||||
|
decoration-danger="responsibility == 'internal'"
|
||||||
|
decoration-warning="responsibility == 'customer'"
|
||||||
|
decoration-muted="responsibility in ('on_hold','third_party','internal_discussion','scheduled_meeting','external_activity','resolved_idle')"/>
|
||||||
|
<field name="actor_name"/>
|
||||||
|
<field name="actor_type"/>
|
||||||
|
<field name="start_date" string="Waktu Mulai (UTC)"/>
|
||||||
|
<field name="end_date" string="Waktu Selesai (UTC)"/>
|
||||||
|
<field name="working_duration_display" string="Jam Kerja (08:30-17:30)"/>
|
||||||
|
<field name="working_days_effective" string="Hari Kerja Efektif"/>
|
||||||
|
<field name="duration_display" string="Durasi Kalender"/>
|
||||||
|
<field name="is_active" widget="boolean_toggle"/>
|
||||||
|
</list>
|
||||||
|
</field>
|
||||||
|
</record>
|
||||||
|
|
||||||
|
<!-- FORM VIEW STAGE LOGS -->
|
||||||
|
<record id="view_freshservice_ticket_stage_log_form" model="ir.ui.view">
|
||||||
|
<field name="name">freshservice.ticket.stage.log.form</field>
|
||||||
|
<field name="model">freshservice.ticket.stage.log</field>
|
||||||
|
<field name="arch" type="xml">
|
||||||
|
<form string="Detail Audit Trail">
|
||||||
|
<sheet>
|
||||||
|
<group>
|
||||||
|
<group>
|
||||||
|
<field name="ticket_id" readonly="1"/>
|
||||||
|
<field name="stage_name" readonly="1"/>
|
||||||
|
<field name="responsibility" readonly="1"/>
|
||||||
|
<field name="actor_name" readonly="1"/>
|
||||||
|
<field name="actor_type" readonly="1"/>
|
||||||
|
</group>
|
||||||
|
<group>
|
||||||
|
<field name="start_date" readonly="1" string="Waktu Mulai (UTC)"/>
|
||||||
|
<field name="end_date" readonly="1" string="Waktu Selesai (UTC)"/>
|
||||||
|
<field name="working_duration_display" readonly="1" string="Jam Kerja (08:30-17:30 WIB)"/>
|
||||||
|
<field name="working_days_effective" readonly="1" string="Hari Kerja Efektif"/>
|
||||||
|
<field name="duration_display" readonly="1" string="Durasi Kalender"/>
|
||||||
|
<field name="duration_days" readonly="1"/>
|
||||||
|
<!-- Jam di-hide -->
|
||||||
|
<field name="duration_hours" invisible="1"/>
|
||||||
|
<field name="is_active" readonly="1"/>
|
||||||
|
</group>
|
||||||
|
</group>
|
||||||
|
<notebook>
|
||||||
|
<page string="Deskripsi Aktivitas">
|
||||||
|
<field name="activity_content" readonly="1"/>
|
||||||
|
</page>
|
||||||
|
</notebook>
|
||||||
|
</sheet>
|
||||||
|
</form>
|
||||||
|
</field>
|
||||||
|
</record>
|
||||||
|
|
||||||
|
<!-- SEARCH VIEW STAGE LOGS -->
|
||||||
|
<record id="view_freshservice_ticket_stage_log_search" model="ir.ui.view">
|
||||||
|
<field name="name">freshservice.ticket.stage.log.search</field>
|
||||||
|
<field name="model">freshservice.ticket.stage.log</field>
|
||||||
|
<field name="arch" type="xml">
|
||||||
|
<search string="Cari Log Aktivitas">
|
||||||
|
<field name="ticket_id"/>
|
||||||
|
<field name="stage_name"/>
|
||||||
|
<field name="actor_name"/>
|
||||||
|
<filter name="filter_internal" string="Waiting on Us (Internal)" domain="[('responsibility', '=', 'internal')]"/>
|
||||||
|
<filter name="filter_customer" string="Waiting on User (Customer)" domain="[('responsibility', '=', 'customer')]"/>
|
||||||
|
<filter name="filter_on_hold" string="On Hold (SLA Paused)" domain="[('responsibility', '=', 'on_hold')]"/>
|
||||||
|
<filter name="filter_third_party" string="Waiting on Third Party (SLA Paused)" domain="[('responsibility', '=', 'third_party')]"/>
|
||||||
|
<filter name="filter_internal_discussion" string="Internal Discussion (SLA Paused)" domain="[('responsibility', '=', 'internal_discussion')]"/>
|
||||||
|
<filter name="filter_scheduled_meeting" string="Tunggu Bersama (Scheduled Meeting)" domain="[('responsibility', '=', 'scheduled_meeting')]"/>
|
||||||
|
<filter name="filter_external_activity" string="External Activity (SLA Paused)" domain="[('responsibility', '=', 'external_activity')]"/>
|
||||||
|
<filter name="filter_resolved_idle" string="Resolved (Ticket Closed/Idle)" domain="[('responsibility', '=', 'resolved_idle')]"/>
|
||||||
|
<filter name="filter_sla_paused" string="Semua SLA Paused" domain="[('responsibility', 'in', ['on_hold','third_party','internal_discussion','scheduled_meeting','external_activity'])]"/>
|
||||||
|
<filter name="filter_active" string="Sedang Berjalan (Aktif)" domain="[('is_active', '=', True)]"/>
|
||||||
|
<separator/>
|
||||||
|
<group>
|
||||||
|
<filter name="group_by_ticket" string="Tiket" context="{'group_by': 'ticket_id'}"/>
|
||||||
|
<filter name="group_by_responsibility" string="Tanggung Jawab" context="{'group_by': 'responsibility'}"/>
|
||||||
|
<filter name="group_by_stage" string="Status / Stage" context="{'group_by': 'stage_name'}"/>
|
||||||
|
<filter name="group_by_actor" string="Pelaku (Actor)" context="{'group_by': 'actor_name'}"/>
|
||||||
|
</group>
|
||||||
|
</search>
|
||||||
|
</field>
|
||||||
|
</record>
|
||||||
|
|
||||||
|
<!-- ACTION STAGE LOGS -->
|
||||||
|
<record id="action_freshservice_ticket_stage_log" model="ir.actions.act_window">
|
||||||
|
<field name="name">Audit Trail Riwayat Status</field>
|
||||||
|
<field name="res_model">freshservice.ticket.stage.log</field>
|
||||||
|
<field name="view_mode">list,form</field>
|
||||||
|
<field name="search_view_id" ref="view_freshservice_ticket_stage_log_search"/>
|
||||||
|
<field name="context">{'search_default_group_by_ticket': 1}</field>
|
||||||
|
</record>
|
||||||
|
</odoo>
|
||||||
334
gmn_freshservice/views/gmn_freshservice_ticket_views_v01.xml
Normal file
334
gmn_freshservice/views/gmn_freshservice_ticket_views_v01.xml
Normal file
@@ -0,0 +1,334 @@
|
|||||||
|
<?xml version="1.0" encoding="utf-8"?>
|
||||||
|
<odoo>
|
||||||
|
<!-- FORM VIEW -->
|
||||||
|
<record id="view_freshservice_ticket_form" model="ir.ui.view">
|
||||||
|
<field name="name">freshservice.ticket.form</field>
|
||||||
|
<field name="model">freshservice.ticket</field>
|
||||||
|
<field name="arch" type="xml">
|
||||||
|
<form string="Freshservice Ticket Audit Trail">
|
||||||
|
<header>
|
||||||
|
<button name="action_sync_from_freshservice"
|
||||||
|
type="object"
|
||||||
|
string="Tarik Data Freshservice"
|
||||||
|
class="btn-primary"
|
||||||
|
icon="fa-refresh"/>
|
||||||
|
<button name="action_open_bottleneck_wizard"
|
||||||
|
type="object"
|
||||||
|
string="Laporan Bottleneck (Excel)"
|
||||||
|
class="btn-outline-success"
|
||||||
|
icon="fa-file-excel-o"/>
|
||||||
|
<!-- <button name="action_assign_to_me"
|
||||||
|
type="object"
|
||||||
|
string="Tugaskan ke Saya"
|
||||||
|
class="btn-outline-primary"
|
||||||
|
icon="fa-user-check"/>
|
||||||
|
<button name="action_toggle_mock_mode"
|
||||||
|
type="object"
|
||||||
|
string="Ganti Mode (Mock / Live)"
|
||||||
|
class="btn-secondary"
|
||||||
|
icon="fa-exchange"/> -->
|
||||||
|
<field name="status" widget="statusbar" statusbar_visible="open,pending,resolved,closed"/>
|
||||||
|
</header>
|
||||||
|
<sheet>
|
||||||
|
<field name="is_detail_synced" invisible="1"/>
|
||||||
|
<widget name="web_ribbon" title="SIMULASI MOCK DATA" bg_color="text-bg-info" invisible="not is_mock_data"/>
|
||||||
|
|
||||||
|
<div class="oe_title">
|
||||||
|
<label for="name" string="Judul / Masalah Tiket"/>
|
||||||
|
<h1>
|
||||||
|
<field name="name" placeholder="Contoh: SAP Client error di finance..."/>
|
||||||
|
</h1>
|
||||||
|
<div class="d-flex align-items-center gap-2 mt-2">
|
||||||
|
<span class="badge text-bg-secondary fs-6">ID Freshservice: #<field name="external_ticket_id" class="oe_inline"/></span>
|
||||||
|
<field name="current_responsibility" widget="badge"
|
||||||
|
decoration-danger="current_responsibility == 'internal'"
|
||||||
|
decoration-warning="current_responsibility == 'customer'"
|
||||||
|
decoration-success="current_responsibility == 'closed'"/>
|
||||||
|
</div>
|
||||||
|
</div>
|
||||||
|
|
||||||
|
<!-- KPI METRIC CARDS SECTION -->
|
||||||
|
<div class="row mt-4 mb-4">
|
||||||
|
<div class="col-md-3">
|
||||||
|
<div class="card text-center p-3 shadow-sm border-primary">
|
||||||
|
<small class="text-muted fw-bold text-uppercase">First Response</small>
|
||||||
|
<h4 class="mb-0 text-primary mt-1">
|
||||||
|
<field name="first_response_time_display" readonly="1"/>
|
||||||
|
</h4>
|
||||||
|
<small class="text-secondary mt-1">
|
||||||
|
Oleh: <field name="first_responder_name" readonly="1"/>
|
||||||
|
</small>
|
||||||
|
</div>
|
||||||
|
</div>
|
||||||
|
<div class="col-md-3">
|
||||||
|
<div class="card text-center p-3 shadow-sm border-danger">
|
||||||
|
<small class="text-muted fw-bold text-uppercase">Agent</small>
|
||||||
|
<h4 class="mb-0 text-danger mt-1">
|
||||||
|
<field name="total_agent_time_display" readonly="1"/>
|
||||||
|
</h4>
|
||||||
|
<small class="text-secondary mt-1">Waiting on Us</small>
|
||||||
|
</div>
|
||||||
|
</div>
|
||||||
|
<div class="col-md-3">
|
||||||
|
<div class="card text-center p-3 shadow-sm border-warning">
|
||||||
|
<small class="text-muted fw-bold text-uppercase">User</small>
|
||||||
|
<h4 class="mb-0 text-warning mt-1">
|
||||||
|
<field name="total_customer_time_display" readonly="1"/>
|
||||||
|
</h4>
|
||||||
|
<small class="text-secondary mt-1">Waiting on Customer</small>
|
||||||
|
</div>
|
||||||
|
</div>
|
||||||
|
<div class="col-md-3">
|
||||||
|
<div class="card text-center p-3 shadow-sm border-success">
|
||||||
|
<small class="text-muted fw-bold text-uppercase">Waktu Selesai</small>
|
||||||
|
<h4 class="mb-0 text-success mt-1">
|
||||||
|
<field name="resolution_time_display" readonly="1"/>
|
||||||
|
</h4>
|
||||||
|
<small class="text-secondary mt-1">Total Resolution</small>
|
||||||
|
</div>
|
||||||
|
</div>
|
||||||
|
</div>
|
||||||
|
|
||||||
|
<group>
|
||||||
|
<group string="Informasi Pelapor & Penugasan">
|
||||||
|
<field name="requester_name"/>
|
||||||
|
<field name="requester_email"/>
|
||||||
|
<field name="responder_name"/>
|
||||||
|
<field name="department_name"/>
|
||||||
|
</group>
|
||||||
|
<group string="Parameter Tiket">
|
||||||
|
<field name="priority" widget="priority"/>
|
||||||
|
<field name="ticket_created_at" readonly="1"/>
|
||||||
|
<field name="due_by" readonly="1"/>
|
||||||
|
<field name="is_mock_data" widget="boolean_toggle"/>
|
||||||
|
</group>
|
||||||
|
</group>
|
||||||
|
|
||||||
|
<notebook>
|
||||||
|
<page string="Detail Flow & Durasi Status" name="audit_trail">
|
||||||
|
<div class="alert alert-info py-2" role="alert">
|
||||||
|
<strong>Log Transparansi SLA:</strong> Tabel ini menghitung secara objektif berapa lama tiket berada di tangan agen internal vs menunggu konfirmasi user di setiap pergantian status.
|
||||||
|
</div>
|
||||||
|
<field name="stage_log_ids" readonly="1">
|
||||||
|
<list decoration-danger="responsibility == 'internal' and is_active"
|
||||||
|
decoration-warning="responsibility == 'customer' and is_active"
|
||||||
|
decoration-muted="not is_active or responsibility in ('on_hold','third_party','internal_discussion','scheduled_meeting','external_activity','resolved_idle')">
|
||||||
|
<field name="stage_name" widget="badge"/>
|
||||||
|
<field name="responsibility" widget="badge"
|
||||||
|
decoration-danger="responsibility == 'internal'"
|
||||||
|
decoration-warning="responsibility == 'customer'"
|
||||||
|
decoration-muted="responsibility in ('on_hold','third_party','internal_discussion','scheduled_meeting','external_activity','resolved_idle')"/>
|
||||||
|
<field name="actor_name"/>
|
||||||
|
<field name="actor_type"/>
|
||||||
|
<field name="start_date" string="Waktu Mulai (UTC)"/>
|
||||||
|
<field name="end_date" string="Waktu Selesai (UTC)"/>
|
||||||
|
<field name="working_duration_display" string="Jam Kerja (08:30-17:30)"/>
|
||||||
|
<field name="working_days_effective" string="Hari Kerja Efektif"/>
|
||||||
|
<field name="activity_content"/>
|
||||||
|
<field name="is_active" widget="boolean_toggle"/>
|
||||||
|
</list>
|
||||||
|
</field>
|
||||||
|
</page>
|
||||||
|
|
||||||
|
<page string="Percakapan & Balasan" name="conversations">
|
||||||
|
<field name="conversation_ids" readonly="1">
|
||||||
|
<list>
|
||||||
|
<field name="created_at"/>
|
||||||
|
<field name="sender_type" widget="badge"
|
||||||
|
decoration-info="sender_type == 'agent'"
|
||||||
|
decoration-success="sender_type == 'customer'"/>
|
||||||
|
<field name="user_name"/>
|
||||||
|
<field name="body_text"/>
|
||||||
|
</list>
|
||||||
|
</field>
|
||||||
|
</page>
|
||||||
|
|
||||||
|
<page string="Deskripsi Masalah" name="description">
|
||||||
|
<field name="description"/>
|
||||||
|
</page>
|
||||||
|
|
||||||
|
<page string="Timestamp Teknis" name="technical_timestamps">
|
||||||
|
<group>
|
||||||
|
<group string="Waktu Kejadian">
|
||||||
|
<field name="ticket_created_at" readonly="1"/>
|
||||||
|
<field name="first_responded_at" readonly="1"/>
|
||||||
|
<field name="resolved_at" readonly="1"/>
|
||||||
|
<field name="last_detail_sync" readonly="1"/>
|
||||||
|
</group>
|
||||||
|
<group string="Metrik SLA (Hari)">
|
||||||
|
<field name="first_response_time_days" readonly="1"/>
|
||||||
|
<field name="total_agent_time_days" readonly="1"/>
|
||||||
|
<field name="total_customer_time_days" readonly="1"/>
|
||||||
|
<field name="resolution_time_days" readonly="1"/>
|
||||||
|
<!-- Field jam disembunyikan (hide) -->
|
||||||
|
<field name="first_response_time_hours" invisible="1"/>
|
||||||
|
<field name="total_agent_time_hours" invisible="1"/>
|
||||||
|
<field name="total_customer_time_hours" invisible="1"/>
|
||||||
|
<field name="resolution_time_hours" invisible="1"/>
|
||||||
|
</group>
|
||||||
|
</group>
|
||||||
|
</page>
|
||||||
|
</notebook>
|
||||||
|
</sheet>
|
||||||
|
<chatter/>
|
||||||
|
</form>
|
||||||
|
</field>
|
||||||
|
</record>
|
||||||
|
|
||||||
|
<!-- LIST VIEW -->
|
||||||
|
<record id="view_freshservice_ticket_tree" model="ir.ui.view">
|
||||||
|
<field name="name">freshservice.ticket.tree</field>
|
||||||
|
<field name="model">freshservice.ticket</field>
|
||||||
|
<field name="arch" type="xml">
|
||||||
|
<list string="Daftar Tiket Freshservice"
|
||||||
|
decoration-danger="current_responsibility == 'internal'"
|
||||||
|
decoration-warning="current_responsibility == 'customer'"
|
||||||
|
decoration-muted="status in ('resolved', 'closed')">
|
||||||
|
<header>
|
||||||
|
<button name="action_sync_recent_tickets"
|
||||||
|
string="Tarik Tiket Terbaru Freshservice"
|
||||||
|
type="object"
|
||||||
|
class="btn-primary"
|
||||||
|
icon="fa-cloud-download"/>
|
||||||
|
</header>
|
||||||
|
<field name="external_ticket_id"/>
|
||||||
|
<field name="name"/>
|
||||||
|
<field name="status" widget="badge"
|
||||||
|
decoration-info="status == 'open'"
|
||||||
|
decoration-warning="status == 'pending'"
|
||||||
|
decoration-success="status == 'resolved'"
|
||||||
|
decoration-muted="status == 'closed'"/>
|
||||||
|
<field name="current_responsibility" widget="badge"
|
||||||
|
decoration-danger="current_responsibility == 'internal'"
|
||||||
|
decoration-warning="current_responsibility == 'customer'"
|
||||||
|
decoration-success="current_responsibility == 'closed'"/>
|
||||||
|
<field name="total_agent_time_display"/>
|
||||||
|
<field name="total_customer_time_display"/>
|
||||||
|
<field name="first_response_time_display"/>
|
||||||
|
<field name="responder_name"/>
|
||||||
|
<field name="requester_name"/>
|
||||||
|
<field name="ticket_created_at"/>
|
||||||
|
<field name="is_detail_synced" widget="boolean_toggle" optional="hide" string="Detail Di-fetch"/>
|
||||||
|
<field name="is_mock_data" widget="boolean_toggle" optional="show"/>
|
||||||
|
</list>
|
||||||
|
</field>
|
||||||
|
</record>
|
||||||
|
|
||||||
|
<!-- KANBAN VIEW -->
|
||||||
|
<record id="view_freshservice_ticket_kanban" model="ir.ui.view">
|
||||||
|
<field name="name">freshservice.ticket.kanban</field>
|
||||||
|
<field name="model">freshservice.ticket</field>
|
||||||
|
<field name="arch" type="xml">
|
||||||
|
<kanban default_group_by="status" class="o_kanban_small_column">
|
||||||
|
<field name="id"/>
|
||||||
|
<field name="name"/>
|
||||||
|
<field name="external_ticket_id"/>
|
||||||
|
<field name="priority"/>
|
||||||
|
<field name="current_responsibility"/>
|
||||||
|
<field name="total_agent_time_display"/>
|
||||||
|
<field name="total_customer_time_display"/>
|
||||||
|
<field name="responder_name"/>
|
||||||
|
<templates>
|
||||||
|
<t t-name="kanban-box">
|
||||||
|
<div class="oe_kanban_global_click p-3 rounded">
|
||||||
|
<div class="d-flex justify-content-between">
|
||||||
|
<span class="badge text-bg-light fw-bold">#<field name="external_ticket_id"/></span>
|
||||||
|
<field name="priority" widget="priority"/>
|
||||||
|
</div>
|
||||||
|
<div class="fw-bold mt-2">
|
||||||
|
<field name="name"/>
|
||||||
|
</div>
|
||||||
|
<div class="d-flex justify-content-between align-items-center text-muted small mt-1">
|
||||||
|
<span>Agen: <field name="responder_name"/></span>
|
||||||
|
<field name="user_id" widget="many2one_avatar_user"/>
|
||||||
|
</div>
|
||||||
|
<div class="d-flex justify-content-between align-items-center mt-3 pt-2 border-top">
|
||||||
|
<span class="badge text-bg-danger">Agen: <field name="total_agent_time_display"/></span>
|
||||||
|
<span class="badge text-bg-warning">User: <field name="total_customer_time_display"/></span>
|
||||||
|
</div>
|
||||||
|
</div>
|
||||||
|
</t>
|
||||||
|
</templates>
|
||||||
|
</kanban>
|
||||||
|
</field>
|
||||||
|
</record>
|
||||||
|
|
||||||
|
<!-- PIVOT VIEW -->
|
||||||
|
<record id="view_freshservice_ticket_pivot" model="ir.ui.view">
|
||||||
|
<field name="name">freshservice.ticket.pivot</field>
|
||||||
|
<field name="model">freshservice.ticket</field>
|
||||||
|
<field name="arch" type="xml">
|
||||||
|
<pivot string="Analisis Durasi Tiket SLA (Hari)">
|
||||||
|
<field name="responder_name" type="row"/>
|
||||||
|
<field name="current_responsibility" type="col"/>
|
||||||
|
<field name="total_agent_time_days" type="measure"/>
|
||||||
|
<field name="total_customer_time_days" type="measure"/>
|
||||||
|
<field name="first_response_time_days" type="measure"/>
|
||||||
|
<field name="resolution_time_days" type="measure"/>
|
||||||
|
</pivot>
|
||||||
|
</field>
|
||||||
|
</record>
|
||||||
|
|
||||||
|
<!-- GRAPH VIEW -->
|
||||||
|
<record id="view_freshservice_ticket_graph" model="ir.ui.view">
|
||||||
|
<field name="name">freshservice.ticket.graph</field>
|
||||||
|
<field name="model">freshservice.ticket</field>
|
||||||
|
<field name="arch" type="xml">
|
||||||
|
<graph string="Perbandingan Durasi Agen vs User (Hari)" type="bar">
|
||||||
|
<field name="responder_name"/>
|
||||||
|
<field name="total_agent_time_days" type="measure"/>
|
||||||
|
<field name="total_customer_time_days" type="measure"/>
|
||||||
|
</graph>
|
||||||
|
</field>
|
||||||
|
</record>
|
||||||
|
|
||||||
|
<!-- SEARCH VIEW -->
|
||||||
|
<record id="view_freshservice_ticket_search" model="ir.ui.view">
|
||||||
|
<field name="name">freshservice.ticket.search</field>
|
||||||
|
<field name="model">freshservice.ticket</field>
|
||||||
|
<field name="arch" type="xml">
|
||||||
|
<search string="Cari Tiket">
|
||||||
|
<field name="name" filter_domain="['|', ('name', 'ilike', self), ('external_ticket_id', 'ilike', self)]"/>
|
||||||
|
<field name="external_ticket_id"/>
|
||||||
|
<field name="user_id"/>
|
||||||
|
<field name="requester_name"/>
|
||||||
|
<field name="responder_name"/>
|
||||||
|
<filter name="filter_my_tickets" string="Tiket Saya" domain="[('user_id', '=', uid)]"/>
|
||||||
|
<filter name="filter_unassigned" string="Belum Ditugaskan" domain="[('user_id', '=', False)]"/>
|
||||||
|
<separator/>
|
||||||
|
<filter name="filter_waiting_us" string="Waiting on Us (Internal)" domain="[('current_responsibility', '=', 'internal')]"/>
|
||||||
|
<filter name="filter_waiting_user" string="Waiting on Customer (User)" domain="[('current_responsibility', '=', 'customer')]"/>
|
||||||
|
<separator/>
|
||||||
|
<filter name="filter_open_progress" string="Tiket Aktif (Belum Selesai)" domain="[('status', 'in', ['open', 'pending'])]"/>
|
||||||
|
<filter name="filter_resolved" string="Selesai (Resolved/Closed)" domain="[('status', 'in', ['resolved', 'closed'])]"/>
|
||||||
|
<separator/>
|
||||||
|
<filter name="filter_mock" string="Data Mock" domain="[('is_mock_data', '=', True)]"/>
|
||||||
|
<filter name="filter_live" string="Data Live API" domain="[('is_mock_data', '=', False)]"/>
|
||||||
|
<group>
|
||||||
|
<filter name="group_by_status" string="Status" context="{'group_by': 'status'}"/>
|
||||||
|
<filter name="group_by_responsibility" string="Tanggung Jawab" context="{'group_by': 'current_responsibility'}"/>
|
||||||
|
<filter name="group_by_responder" string="Agen (IT)" context="{'group_by': 'responder_name'}"/>
|
||||||
|
<filter name="group_by_requester" string="Pemohon (User)" context="{'group_by': 'requester_name'}"/>
|
||||||
|
</group>
|
||||||
|
</search>
|
||||||
|
</field>
|
||||||
|
</record>
|
||||||
|
|
||||||
|
<!-- ACTIONS -->
|
||||||
|
<record id="action_freshservice_ticket" model="ir.actions.act_window">
|
||||||
|
<field name="name">Daftar Tiket</field>
|
||||||
|
<field name="res_model">freshservice.ticket</field>
|
||||||
|
<field name="view_mode">list,form,kanban,pivot,graph</field>
|
||||||
|
<field name="search_view_id" ref="view_freshservice_ticket_search"/>
|
||||||
|
<field name="context">{'search_default_filter_open_progress': 0}</field>
|
||||||
|
<field name="limit">200</field>
|
||||||
|
<field name="help" type="html">
|
||||||
|
<p class="o_view_nocontent_smiling_face">
|
||||||
|
Belum ada tiket Freshservice yang dimuat!
|
||||||
|
</p>
|
||||||
|
<p>
|
||||||
|
Klik tombol <strong>"Tarik Tiket Terbaru Freshservice"</strong> pada header tabel untuk menarik daftar tiket dari Freshservice secara otomatis.
|
||||||
|
</p>
|
||||||
|
</field>
|
||||||
|
</record>
|
||||||
|
</odoo>
|
||||||
49
gmn_freshservice/views/gmn_menu_views_v01.xml
Normal file
49
gmn_freshservice/views/gmn_menu_views_v01.xml
Normal file
@@ -0,0 +1,49 @@
|
|||||||
|
<?xml version="1.0" encoding="utf-8"?>
|
||||||
|
<odoo>
|
||||||
|
<!-- TOP LEVEL ROOT MENU -->
|
||||||
|
<menuitem id="menu_freshservice_root"
|
||||||
|
name="Ticket Audit"
|
||||||
|
web_icon="fa fa-clock-o,#34495e,#ffffff"
|
||||||
|
sequence="20"/>
|
||||||
|
|
||||||
|
<!-- SERVER ACTION: Buka Menu Sekaligus Auto-Fetch Data Terbaru Freshservice -->
|
||||||
|
<record id="action_server_open_freshservice_tickets" model="ir.actions.server">
|
||||||
|
<field name="name">Buka & Auto-Fetch Tiket Freshservice</field>
|
||||||
|
<field name="model_id" ref="model_freshservice_ticket"/>
|
||||||
|
<field name="state">code</field>
|
||||||
|
<field name="code">
|
||||||
|
action = model.action_open_and_fetch_tickets()
|
||||||
|
</field>
|
||||||
|
</record>
|
||||||
|
|
||||||
|
<!-- MAIN MENUS -->
|
||||||
|
<menuitem id="menu_freshservice_tickets"
|
||||||
|
name="Daftar Tiket"
|
||||||
|
parent="menu_freshservice_root"
|
||||||
|
action="action_server_open_freshservice_tickets"
|
||||||
|
sequence="10"/>
|
||||||
|
|
||||||
|
<menuitem id="menu_freshservice_stage_logs"
|
||||||
|
name="Audit Trail Riwayat Status"
|
||||||
|
parent="menu_freshservice_root"
|
||||||
|
action="action_freshservice_ticket_stage_log"
|
||||||
|
sequence="20"/>
|
||||||
|
|
||||||
|
<menuitem id="menu_freshservice_bottleneck_wizard"
|
||||||
|
name="Laporan Bottleneck (Excel)"
|
||||||
|
parent="menu_freshservice_root"
|
||||||
|
action="action_freshservice_ticket_bottleneck_wizard"
|
||||||
|
sequence="30"/>
|
||||||
|
|
||||||
|
<!-- CONFIGURATION MENU -->
|
||||||
|
<menuitem id="menu_freshservice_config_parent"
|
||||||
|
name="Konfigurasi"
|
||||||
|
parent="menu_freshservice_root"
|
||||||
|
sequence="90"/>
|
||||||
|
|
||||||
|
<menuitem id="menu_freshservice_config_settings"
|
||||||
|
name="Pengaturan Integrasi"
|
||||||
|
parent="menu_freshservice_config_parent"
|
||||||
|
action="action_freshservice_config_settings"
|
||||||
|
sequence="10"/>
|
||||||
|
</odoo>
|
||||||
47
gmn_freshservice/views/gmn_res_config_settings_views_v01.xml
Normal file
47
gmn_freshservice/views/gmn_res_config_settings_views_v01.xml
Normal file
@@ -0,0 +1,47 @@
|
|||||||
|
<?xml version="1.0" encoding="utf-8"?>
|
||||||
|
<odoo>
|
||||||
|
<record id="res_config_settings_view_form_freshservice" model="ir.ui.view">
|
||||||
|
<field name="name">res.config.settings.view.form.freshservice</field>
|
||||||
|
<field name="model">res.config.settings</field>
|
||||||
|
<field name="priority" eval="90"/>
|
||||||
|
<field name="inherit_id" ref="base.res_config_settings_view_form"/>
|
||||||
|
<field name="arch" type="xml">
|
||||||
|
<xpath expr="//form" position="inside">
|
||||||
|
<app data-string="Freshservice Audit" string="Freshservice Audit" name="freshservice_ticket_audit">
|
||||||
|
<block title="Konfigurasi Integrasi Freshservice" name="freshservice_settings_block">
|
||||||
|
<setting id="freshservice_url_setting" help="URL Portal Freshservice perusahaan Anda">
|
||||||
|
<field name="freshservice_url"/>
|
||||||
|
</setting>
|
||||||
|
|
||||||
|
<setting id="freshservice_api_key_setting" help="API Key dari profil Freshservice (wajib diisi untuk Live API)">
|
||||||
|
<field name="freshservice_api_key" password="True"/>
|
||||||
|
</setting>
|
||||||
|
|
||||||
|
<setting id="freshservice_sync_limit_setting" help="Batas jumlah tiket terbaru yang ditarik saat membuka daftar tiket (default: 200)">
|
||||||
|
<field name="freshservice_sync_limit"/>
|
||||||
|
</setting>
|
||||||
|
|
||||||
|
<setting id="freshservice_mock_setting" help="Gunakan mock data sesuai format resmi Freshservice API untuk testing tanpa API Key asli">
|
||||||
|
<field name="freshservice_use_mock"/>
|
||||||
|
<div class="mt8">
|
||||||
|
<button name="action_test_freshservice_connection"
|
||||||
|
type="object"
|
||||||
|
string="Tes Koneksi / Cek Status"
|
||||||
|
class="btn-primary"
|
||||||
|
icon="fa-plug"/>
|
||||||
|
</div>
|
||||||
|
</setting>
|
||||||
|
</block>
|
||||||
|
</app>
|
||||||
|
</xpath>
|
||||||
|
</field>
|
||||||
|
</record>
|
||||||
|
|
||||||
|
<record id="action_freshservice_config_settings" model="ir.actions.act_window">
|
||||||
|
<field name="name">Pengaturan Freshservice</field>
|
||||||
|
<field name="res_model">res.config.settings</field>
|
||||||
|
<field name="view_mode">form</field>
|
||||||
|
<field name="target">main</field>
|
||||||
|
<field name="context">{'module': 'freshservice_ticket_audit'}</field>
|
||||||
|
</record>
|
||||||
|
</odoo>
|
||||||
2
gmn_freshservice/wizard/__init__.py
Normal file
2
gmn_freshservice/wizard/__init__.py
Normal file
@@ -0,0 +1,2 @@
|
|||||||
|
# -*- coding: utf-8 -*-
|
||||||
|
from . import gmn_freshservice_ticket_bottleneck_wizard_v01
|
||||||
BIN
gmn_freshservice/wizard/__pycache__/__init__.cpython-312.pyc
Normal file
BIN
gmn_freshservice/wizard/__pycache__/__init__.cpython-312.pyc
Normal file
Binary file not shown.
Binary file not shown.
@@ -0,0 +1,883 @@
|
|||||||
|
# -*- coding: utf-8 -*-
|
||||||
|
import io
|
||||||
|
import re
|
||||||
|
import base64
|
||||||
|
import logging
|
||||||
|
from datetime import datetime
|
||||||
|
from odoo import models, fields, api, _
|
||||||
|
from odoo.exceptions import UserError
|
||||||
|
import xlsxwriter
|
||||||
|
from ..models.gmn_freshservice_ticket_stage_log_v01 import compute_calendar_days, compute_working_hours, format_working_duration
|
||||||
|
|
||||||
|
_logger = logging.getLogger(__name__)
|
||||||
|
|
||||||
|
class FreshserviceTicketBottleneckWizard(models.TransientModel):
|
||||||
|
_name = 'freshservice.ticket.bottleneck.wizard'
|
||||||
|
_description = 'Wizard Laporan Analisis Bottleneck & Ranking Tiket Freshservice (Excel)'
|
||||||
|
|
||||||
|
report_type = fields.Selection([
|
||||||
|
('single', 'Analisis Detail Bottleneck Tiket Tunggal (cth: #992)'),
|
||||||
|
('ranking', 'Ranking Bottleneck Multi-Tiket (Bahan Meeting)'),
|
||||||
|
], string='Tipe Laporan', default='single', required=True)
|
||||||
|
|
||||||
|
ticket_id = fields.Many2one(
|
||||||
|
'freshservice.ticket',
|
||||||
|
string='Pilih Tiket Odoo',
|
||||||
|
help='Pilih tiket yang sudah ada di database Odoo'
|
||||||
|
)
|
||||||
|
|
||||||
|
external_ticket_id = fields.Char(
|
||||||
|
string='Nomor ID Tiket Freshservice',
|
||||||
|
default='992',
|
||||||
|
help='Masukkan nomor ID Freshservice (misal: 992) untuk langsung mencari atau menarik data tiket tersebut.'
|
||||||
|
)
|
||||||
|
|
||||||
|
ticket_ids = fields.Many2many(
|
||||||
|
'freshservice.ticket',
|
||||||
|
'freshservice_wizard_ticket_rel',
|
||||||
|
'wizard_id',
|
||||||
|
'ticket_id',
|
||||||
|
string='Pilih Daftar Tiket Spesifik (Multi-Tiket)',
|
||||||
|
help='Kosongkan jika ingin mengambil tiket berdasarkan filter tanggal/status di bawah.'
|
||||||
|
)
|
||||||
|
|
||||||
|
date_from = fields.Date(string='Dari Tanggal Dibuat')
|
||||||
|
date_to = fields.Date(string='Sampai Tanggal Dibuat')
|
||||||
|
|
||||||
|
status_filter = fields.Selection([
|
||||||
|
('all', 'Semua Status'),
|
||||||
|
('open', 'Open'),
|
||||||
|
('pending', 'Pending User'),
|
||||||
|
('resolved', 'Resolved'),
|
||||||
|
('closed', 'Closed'),
|
||||||
|
], string='Filter Status', default='all')
|
||||||
|
|
||||||
|
auto_sync_detail = fields.Boolean(
|
||||||
|
string='Auto-Fetch Detail Freshservice',
|
||||||
|
default=True,
|
||||||
|
help='Jika dicentang, wizard akan otomatis mengambil rincian stage log dan percakapan terbaru dari Freshservice bila belum tersinkron.'
|
||||||
|
)
|
||||||
|
|
||||||
|
state = fields.Selection([
|
||||||
|
('choose', 'Pilih Parameter'),
|
||||||
|
('get', 'Laporan Siap Diunduh'),
|
||||||
|
], string='Status', default='choose')
|
||||||
|
|
||||||
|
excel_file = fields.Binary(string='File Excel Laporan', readonly=True)
|
||||||
|
file_name = fields.Char(string='Nama File', readonly=True)
|
||||||
|
bottleneck_summary_html = fields.Html(string='Ringkasan Analisis Bottleneck', readonly=True)
|
||||||
|
|
||||||
|
@api.onchange('ticket_id')
|
||||||
|
def _onchange_ticket_id(self):
|
||||||
|
if self.ticket_id and self.ticket_id.external_ticket_id:
|
||||||
|
self.external_ticket_id = self.ticket_id.external_ticket_id
|
||||||
|
|
||||||
|
def _strip_html(self, text):
|
||||||
|
"""Menghapus tag HTML agar teks di Excel bersih."""
|
||||||
|
if not text:
|
||||||
|
return ""
|
||||||
|
clean = re.sub(r'<[^>]+>', ' ', text)
|
||||||
|
clean = re.sub(r'\s+', ' ', clean).strip()
|
||||||
|
return clean
|
||||||
|
|
||||||
|
def _ensure_ticket_details(self, ticket):
|
||||||
|
"""Selalu sync ulang detail tiket dari Freshservice setiap kali export."""
|
||||||
|
if self.auto_sync_detail:
|
||||||
|
try:
|
||||||
|
ticket.action_sync_from_freshservice()
|
||||||
|
except Exception as e:
|
||||||
|
_logger.warning("Gagal auto-sync detail untuk tiket #%s: %s", ticket.external_ticket_id, str(e))
|
||||||
|
|
||||||
|
def action_generate_excel(self):
|
||||||
|
"""Generate laporan analisis bottleneck dalam format Excel (.xlsx)."""
|
||||||
|
self.ensure_one()
|
||||||
|
|
||||||
|
tickets = self.env['freshservice.ticket']
|
||||||
|
if self.report_type == 'single':
|
||||||
|
# 1. Cari atau buat tiket berdasarkan ticket_id atau external_ticket_id
|
||||||
|
target_ticket = self.ticket_id
|
||||||
|
if not target_ticket and self.external_ticket_id:
|
||||||
|
clean_ext_id = self.external_ticket_id.strip()
|
||||||
|
target_ticket = self.env['freshservice.ticket'].search([('external_ticket_id', '=', clean_ext_id)], limit=1)
|
||||||
|
if not target_ticket:
|
||||||
|
# Buat record baru jika belum ada di Odoo, lalu sinkronkan
|
||||||
|
target_ticket = self.env['freshservice.ticket'].create({
|
||||||
|
'name': f'Tiket Freshservice #{clean_ext_id}',
|
||||||
|
'external_ticket_id': clean_ext_id,
|
||||||
|
})
|
||||||
|
try:
|
||||||
|
target_ticket.action_sync_from_freshservice()
|
||||||
|
except Exception as e:
|
||||||
|
raise UserError(_("Gagal mengambil data tiket #%s dari Freshservice: %s") % (clean_ext_id, str(e)))
|
||||||
|
|
||||||
|
if not target_ticket:
|
||||||
|
raise UserError(_("Silakan pilih tiket atau masukkan Nomor ID Freshservice (contoh: 992)."))
|
||||||
|
|
||||||
|
self._ensure_ticket_details(target_ticket)
|
||||||
|
tickets = target_ticket
|
||||||
|
report_name = f"Report_Tiket_{target_ticket.external_ticket_id}_{datetime.now().strftime('%Y%m%d_%H%M')}.xlsx"
|
||||||
|
else:
|
||||||
|
# Mode Multi-Tiket / Ranking
|
||||||
|
if self.ticket_ids:
|
||||||
|
tickets = self.ticket_ids
|
||||||
|
else:
|
||||||
|
domain = []
|
||||||
|
if self.date_from:
|
||||||
|
domain.append(('ticket_created_at', '>=', fields.Datetime.to_datetime(self.date_from)))
|
||||||
|
if self.date_to:
|
||||||
|
domain.append(('ticket_created_at', '<=', fields.Datetime.to_datetime(self.date_to).replace(hour=23, minute=59, second=59)))
|
||||||
|
if self.status_filter and self.status_filter != 'all':
|
||||||
|
domain.append(('status', '=', self.status_filter))
|
||||||
|
tickets = self.env['freshservice.ticket'].search(domain, order='resolution_time_days desc, id desc')
|
||||||
|
|
||||||
|
if not tickets:
|
||||||
|
raise UserError(_("Tidak ada tiket yang ditemukan dengan kriteria filter tersebut."))
|
||||||
|
|
||||||
|
for t in tickets[:50]: # Batasi auto-sync rincian untuk performa optimal
|
||||||
|
if self.auto_sync_detail:
|
||||||
|
try:
|
||||||
|
t.action_sync_from_freshservice()
|
||||||
|
except Exception:
|
||||||
|
pass
|
||||||
|
report_name = f"Ranking_Bottleneck_Tiket_{datetime.now().strftime('%Y%m%d_%H%M')}.xlsx"
|
||||||
|
|
||||||
|
# Generate file Excel menggunakan xlsxwriter
|
||||||
|
output = io.BytesIO()
|
||||||
|
workbook = xlsxwriter.Workbook(output, {'in_memory': True, 'remove_timezone': True})
|
||||||
|
|
||||||
|
# ==========================================
|
||||||
|
# FORMAT STYLING EXCEL
|
||||||
|
# ==========================================
|
||||||
|
title_fmt = workbook.add_format({
|
||||||
|
'bold': True, 'font_size': 15, 'font_name': 'Calibri',
|
||||||
|
'font_color': '#FFFFFF', 'bg_color': '#1B365D',
|
||||||
|
'align': 'left', 'valign': 'vcenter'
|
||||||
|
})
|
||||||
|
subtitle_fmt = workbook.add_format({
|
||||||
|
'italic': True, 'font_size': 9, 'font_name': 'Calibri',
|
||||||
|
'font_color': '#5D6D7E', 'align': 'left'
|
||||||
|
})
|
||||||
|
section_fmt = workbook.add_format({
|
||||||
|
'bold': True, 'font_size': 11, 'font_name': 'Calibri',
|
||||||
|
'font_color': '#1B365D', 'bg_color': '#EAEDED',
|
||||||
|
'bottom': 1, 'top': 1, 'border_color': '#BDC3C7'
|
||||||
|
})
|
||||||
|
th_fmt = workbook.add_format({
|
||||||
|
'bold': True, 'font_size': 10, 'font_name': 'Calibri',
|
||||||
|
'font_color': '#FFFFFF', 'bg_color': '#2E4053',
|
||||||
|
'align': 'center', 'valign': 'vcenter', 'border': 1, 'border_color': '#BDC3C7'
|
||||||
|
})
|
||||||
|
td_fmt = workbook.add_format({
|
||||||
|
'font_size': 9, 'font_name': 'Calibri', 'border': 1,
|
||||||
|
'border_color': '#D5D8DC', 'valign': 'vcenter'
|
||||||
|
})
|
||||||
|
td_wrap_fmt = workbook.add_format({
|
||||||
|
'font_size': 9, 'font_name': 'Calibri', 'border': 1,
|
||||||
|
'border_color': '#D5D8DC', 'valign': 'top', 'text_wrap': True
|
||||||
|
})
|
||||||
|
td_center_fmt = workbook.add_format({
|
||||||
|
'font_size': 9, 'font_name': 'Calibri', 'align': 'center',
|
||||||
|
'border': 1, 'border_color': '#D5D8DC', 'valign': 'vcenter'
|
||||||
|
})
|
||||||
|
td_num_fmt = workbook.add_format({
|
||||||
|
'font_size': 9, 'font_name': 'Calibri', 'align': 'right',
|
||||||
|
'num_format': '#,##0', 'border': 1, 'border_color': '#D5D8DC', 'valign': 'vcenter'
|
||||||
|
})
|
||||||
|
td_dec_fmt = workbook.add_format({
|
||||||
|
'font_size': 9, 'font_name': 'Calibri', 'align': 'right',
|
||||||
|
'num_format': '#,##0.00', 'border': 1, 'border_color': '#D5D8DC', 'valign': 'vcenter'
|
||||||
|
})
|
||||||
|
td_pct_fmt = workbook.add_format({
|
||||||
|
'font_size': 9, 'font_name': 'Calibri', 'align': 'right',
|
||||||
|
'num_format': '0.0%', 'border': 1, 'border_color': '#D5D8DC', 'valign': 'vcenter'
|
||||||
|
})
|
||||||
|
td_date_fmt = workbook.add_format({
|
||||||
|
'font_size': 9, 'font_name': 'Calibri', 'align': 'center',
|
||||||
|
'num_format': 'yyyy-mm-dd hh:mm', 'border': 1, 'border_color': '#D5D8DC', 'valign': 'vcenter'
|
||||||
|
})
|
||||||
|
|
||||||
|
# Format Khusus Highlight Bottleneck
|
||||||
|
bn_badge_fmt = workbook.add_format({
|
||||||
|
'bold': True, 'font_size': 9, 'font_name': 'Calibri',
|
||||||
|
'bg_color': '#FADBD8', 'font_color': '#922B21', 'border': 1,
|
||||||
|
'border_color': '#E6B0AA', 'align': 'center', 'valign': 'vcenter'
|
||||||
|
})
|
||||||
|
normal_badge_fmt = workbook.add_format({
|
||||||
|
'font_size': 9, 'font_name': 'Calibri',
|
||||||
|
'bg_color': '#FCF3CF', 'font_color': '#7D6608', 'border': 1,
|
||||||
|
'border_color': '#F9E79F', 'align': 'center', 'valign': 'vcenter'
|
||||||
|
})
|
||||||
|
kpi_box_label = workbook.add_format({
|
||||||
|
'font_size': 9, 'font_name': 'Calibri', 'bold': True,
|
||||||
|
'bg_color': '#EBF5FB', 'font_color': '#2874A6', 'border': 1, 'border_color': '#AED6F1'
|
||||||
|
})
|
||||||
|
kpi_box_val = workbook.add_format({
|
||||||
|
'font_size': 12, 'font_name': 'Calibri', 'bold': True,
|
||||||
|
'bg_color': '#FFFFFF', 'font_color': '#154360', 'border': 1, 'border_color': '#AED6F1',
|
||||||
|
'align': 'center', 'valign': 'vcenter'
|
||||||
|
})
|
||||||
|
|
||||||
|
# Format Badge Status Tiket
|
||||||
|
status_formats = {
|
||||||
|
'open': workbook.add_format({
|
||||||
|
'bold': True, 'font_size': 9, 'font_name': 'Calibri',
|
||||||
|
'bg_color': '#FADBD8', 'font_color': '#C0392B', 'border': 1,
|
||||||
|
'border_color': '#E6B0AA', 'align': 'center', 'valign': 'vcenter'
|
||||||
|
}), # Merah
|
||||||
|
'pending': workbook.add_format({
|
||||||
|
'bold': True, 'font_size': 9, 'font_name': 'Calibri',
|
||||||
|
'bg_color': '#FCF3CF', 'font_color': '#B7950B', 'border': 1,
|
||||||
|
'border_color': '#F9E79F', 'align': 'center', 'valign': 'vcenter'
|
||||||
|
}), # Kuning
|
||||||
|
'resolved': workbook.add_format({
|
||||||
|
'bold': True, 'font_size': 9, 'font_name': 'Calibri',
|
||||||
|
'bg_color': '#D4EFDF', 'font_color': '#1E8449', 'border': 1,
|
||||||
|
'border_color': '#A9DFBF', 'align': 'center', 'valign': 'vcenter'
|
||||||
|
}), # Hijau
|
||||||
|
'closed': workbook.add_format({
|
||||||
|
'bold': True, 'font_size': 9, 'font_name': 'Calibri',
|
||||||
|
'bg_color': '#E5E7E9', 'font_color': '#5D6D7E', 'border': 1,
|
||||||
|
'border_color': '#BDC3C7', 'align': 'center', 'valign': 'vcenter'
|
||||||
|
}), # Abu-abu
|
||||||
|
}
|
||||||
|
|
||||||
|
# Format abu-abu untuk status SLA Paused (On Hold / Third Party / Internal Discussion)
|
||||||
|
sla_paused_fmt = workbook.add_format({
|
||||||
|
'bold': True, 'font_size': 9, 'font_name': 'Calibri',
|
||||||
|
'bg_color': '#E5E7E9', 'font_color': '#5D6D7E', 'border': 1,
|
||||||
|
'border_color': '#BDC3C7', 'align': 'center', 'valign': 'vcenter'
|
||||||
|
})
|
||||||
|
|
||||||
|
summary_html = ""
|
||||||
|
|
||||||
|
if self.report_type == 'single':
|
||||||
|
t = tickets[0]
|
||||||
|
summary_html = self._build_single_ticket_sheets(
|
||||||
|
workbook, t, title_fmt, subtitle_fmt, section_fmt, th_fmt,
|
||||||
|
td_fmt, td_wrap_fmt, td_center_fmt, td_num_fmt, td_dec_fmt, td_pct_fmt, td_date_fmt,
|
||||||
|
bn_badge_fmt, normal_badge_fmt, kpi_box_label, kpi_box_val, status_formats, sla_paused_fmt
|
||||||
|
)
|
||||||
|
else:
|
||||||
|
summary_html = self._build_ranking_sheets(
|
||||||
|
workbook, tickets, title_fmt, subtitle_fmt, section_fmt, th_fmt,
|
||||||
|
td_fmt, td_wrap_fmt, td_center_fmt, td_num_fmt, td_dec_fmt, td_pct_fmt, td_date_fmt,
|
||||||
|
bn_badge_fmt, normal_badge_fmt, kpi_box_label, kpi_box_val, status_formats, sla_paused_fmt
|
||||||
|
)
|
||||||
|
|
||||||
|
workbook.close()
|
||||||
|
output.seek(0)
|
||||||
|
excel_bytes = output.read()
|
||||||
|
output.close()
|
||||||
|
|
||||||
|
excel_b64 = base64.b64encode(excel_bytes)
|
||||||
|
self.write({
|
||||||
|
'excel_file': excel_b64,
|
||||||
|
'file_name': report_name,
|
||||||
|
})
|
||||||
|
|
||||||
|
# Return action download langsung agar browser segera mendownload file Excel
|
||||||
|
return {
|
||||||
|
'type': 'ir.actions.act_url',
|
||||||
|
'url': f'/web/content/?model={self._name}&id={self.id}&field=excel_file&filename={report_name}&download=true',
|
||||||
|
'target': 'self',
|
||||||
|
}
|
||||||
|
|
||||||
|
def _get_stage_conversation_body(self, log, ticket):
|
||||||
|
"""Mendapatkan isi pesan atau balasan untuk stage log tertentu.
|
||||||
|
Mencari dari log.activity_content atau fallback mencocokkan waktu dengan ticket.conversation_ids.
|
||||||
|
"""
|
||||||
|
raw_act = log.activity_content or ''
|
||||||
|
# Jika sudah ada "Isi Pesan:" yang disematkan saat sync
|
||||||
|
if 'Isi Pesan:' in raw_act:
|
||||||
|
parts = raw_act.split('Isi Pesan:')
|
||||||
|
if len(parts) > 1:
|
||||||
|
return parts[1].strip().strip('"').strip("'")
|
||||||
|
|
||||||
|
# Fallback: cari di conversation_ids dengan timestamp yang sama atau berdekatan (< 5 detik)
|
||||||
|
if log.start_date and ticket.conversation_ids:
|
||||||
|
for conv in ticket.conversation_ids:
|
||||||
|
if conv.created_at:
|
||||||
|
diff = abs((conv.created_at - log.start_date).total_seconds())
|
||||||
|
if diff <= 5:
|
||||||
|
body = conv.body_text or self._strip_html(conv.body) or ''
|
||||||
|
if body.strip():
|
||||||
|
return body.strip()
|
||||||
|
|
||||||
|
# Jika aksi adalah reply/note tapi tidak ada pesan terpisah, cek apakah di activity_content ada teks aksi
|
||||||
|
return ''
|
||||||
|
|
||||||
|
def _build_single_ticket_sheets(
|
||||||
|
self, workbook, t, title_fmt, subtitle_fmt, section_fmt, th_fmt,
|
||||||
|
td_fmt, td_wrap_fmt, td_center_fmt, td_num_fmt, td_dec_fmt, td_pct_fmt, td_date_fmt,
|
||||||
|
bn_badge_fmt, normal_badge_fmt, kpi_box_label, kpi_box_val, status_formats, sla_paused_fmt=None
|
||||||
|
):
|
||||||
|
"""Membuat sheet untuk analisis mendalam bottleneck tiket tunggal."""
|
||||||
|
ws1 = workbook.add_worksheet('Ringkasan & Bottleneck KPI')
|
||||||
|
ws1.set_column('A:A', 5)
|
||||||
|
ws1.set_column('B:B', 26)
|
||||||
|
ws1.set_column('C:C', 30)
|
||||||
|
ws1.set_column('D:D', 26)
|
||||||
|
ws1.set_column('E:E', 26)
|
||||||
|
ws1.set_column('F:F', 22)
|
||||||
|
ws1.set_column('G:G', 16)
|
||||||
|
ws1.set_column('H:H', 16)
|
||||||
|
ws1.set_column('I:I', 14)
|
||||||
|
|
||||||
|
# Header Title
|
||||||
|
ws1.merge_range('B2:H2', f'LAPORAN ANALISIS TIKET #{t.external_ticket_id}', title_fmt)
|
||||||
|
ws1.write(
|
||||||
|
'B3',
|
||||||
|
f'Dicetak: {datetime.now().strftime("%d-%m-%Y %H:%M:%S")} | Dicetak oleh: {self.env.user.name}',
|
||||||
|
subtitle_fmt
|
||||||
|
)
|
||||||
|
|
||||||
|
# Info Header Tiket
|
||||||
|
ws1.merge_range('B5:H5', 'Informasi Tiket', section_fmt)
|
||||||
|
|
||||||
|
ws1.write('B6', 'ID Freshservice', td_fmt)
|
||||||
|
ws1.write('C6', f'#{t.external_ticket_id}', td_fmt)
|
||||||
|
ws1.write('D6', 'Status Saat Ini', td_fmt)
|
||||||
|
st_fmt = status_formats.get(t.status, td_center_fmt)
|
||||||
|
ws1.write('E6', dict(t._fields['status'].selection).get(t.status, t.status or '-'), st_fmt)
|
||||||
|
|
||||||
|
ws1.write('B7', 'Judul Tiket', td_fmt)
|
||||||
|
ws1.merge_range('B7:E7', t.name or '-', td_fmt)
|
||||||
|
|
||||||
|
ws1.write('B8', 'Pemohon (User)', td_fmt)
|
||||||
|
ws1.write('C8', f"{t.requester_name or '-'} ({t.requester_email or '-'})", td_fmt)
|
||||||
|
ws1.write('D8', 'Departemen', td_fmt)
|
||||||
|
ws1.write('E8', t.department_name or '-', td_fmt)
|
||||||
|
|
||||||
|
ws1.write('B9', 'Agen IT Penanggung Jawab', td_fmt)
|
||||||
|
ws1.write('C9', t.responder_name or '-', td_fmt)
|
||||||
|
ws1.write('D9', 'Prioritas', td_fmt)
|
||||||
|
ws1.write('E9', dict(t._fields['priority'].selection).get(t.priority, t.priority or '-'), td_fmt)
|
||||||
|
|
||||||
|
ws1.write('B10', 'Waktu Dibuat', td_fmt)
|
||||||
|
ws1.write('C10', str(t.ticket_created_at or '-'), td_fmt)
|
||||||
|
ws1.write('D10', 'Waktu Selesai', td_fmt)
|
||||||
|
ws1.write('E10', str(t.resolved_at or 'Masih Berjalan'), td_fmt)
|
||||||
|
|
||||||
|
# KPI BOXES
|
||||||
|
ws1.write('B12', 'METRIK DURASI & TANGGUNG JAWAB', section_fmt)
|
||||||
|
ws1.merge_range('B12:H12', 'METRIK DURASI & TANGGUNG JAWAB', section_fmt)
|
||||||
|
|
||||||
|
# --- Baris 13-14: Metrik Hari Kalender (Lama) ---
|
||||||
|
# kpi_cal_label = workbook.add_format({
|
||||||
|
# 'font_size': 9, 'font_name': 'Calibri', 'bold': True,
|
||||||
|
# 'bg_color': '#EBF5FB', 'font_color': '#2874A6', 'border': 1, 'border_color': '#AED6F1'
|
||||||
|
# })
|
||||||
|
# ws1.write('B13', '📅 First Response (Hari Kalender)', kpi_cal_label)
|
||||||
|
# ws1.write('C13', '📅 Total Waktu (Hari Kalender)', kpi_cal_label)
|
||||||
|
# ws1.write('D13', '📅 Waiting on Us / IT (Hari Kalender)', kpi_cal_label)
|
||||||
|
# ws1.write('E13', '📅 Waiting on User (Hari Kalender)', kpi_cal_label)
|
||||||
|
# ws1.write('F13', 'Status Tanggung Jawab', kpi_cal_label)
|
||||||
|
|
||||||
|
# Recalculate duration on-the-fly agar data lama langsung menggunakan logika hari kerja tanpa perlu re-sync
|
||||||
|
calc_fr_days = compute_calendar_days(self.env, t.ticket_created_at, t.first_responded_at) if (t.ticket_created_at and t.first_responded_at) else 0
|
||||||
|
calc_res_days = compute_calendar_days(self.env, t.ticket_created_at, t.resolved_at) if (t.ticket_created_at and t.resolved_at) else 0
|
||||||
|
|
||||||
|
stage_days_map = {}
|
||||||
|
calc_agent_days = 0
|
||||||
|
calc_cust_days = 0
|
||||||
|
for s in t.stage_log_ids:
|
||||||
|
s_days = compute_calendar_days(self.env, s.start_date, s.end_date)
|
||||||
|
stage_days_map[s.id] = s_days
|
||||||
|
if s.responsibility == 'internal':
|
||||||
|
calc_agent_days += s_days
|
||||||
|
elif s.responsibility == 'customer':
|
||||||
|
calc_cust_days += s_days
|
||||||
|
|
||||||
|
# ws1.write('B14', f"{calc_fr_days} Hari Kalender ({t.first_responder_name or '-'})", kpi_box_val)
|
||||||
|
# ws1.write('C14', f"{calc_res_days} Hari Kalender", kpi_box_val)
|
||||||
|
# ws1.write('D14', f"{calc_agent_days} Hari Kalender", kpi_box_val)
|
||||||
|
# ws1.write('E14', f"{calc_cust_days} Hari Kalender", kpi_box_val)
|
||||||
|
# ws1.write('F14', dict(t._fields['current_responsibility'].selection).get(t.current_responsibility, '-'), kpi_box_val)
|
||||||
|
|
||||||
|
# --- Baris 15-16: Metrik Jam Kerja Operasional (Baru, UTC+7) ---
|
||||||
|
kpi_wh_label = workbook.add_format({
|
||||||
|
'font_size': 9, 'font_name': 'Calibri', 'bold': True,
|
||||||
|
'bg_color': '#EBF5FB', 'font_color': '#2874A6', 'border': 1, 'border_color': '#A9DFBF'
|
||||||
|
})
|
||||||
|
kpi_wh_val = workbook.add_format({
|
||||||
|
'font_size': 11, 'font_name': 'Calibri', 'bold': True,
|
||||||
|
'bg_color': '#FFFFFF', 'font_color': '#145A32', 'border': 1, 'border_color': '#A9DFBF',
|
||||||
|
'align': 'center', 'valign': 'vcenter'
|
||||||
|
})
|
||||||
|
ws1.write('B13', 'First Response', kpi_wh_label)
|
||||||
|
ws1.write('C13', 'Total Waktu', kpi_wh_label)
|
||||||
|
ws1.write('D13', 'Waiting on Us (IT/Agent)', kpi_wh_label)
|
||||||
|
ws1.write('E13', 'Waiting on User (Pengguna)', kpi_wh_label)
|
||||||
|
ws1.write('F13', 'Total SLA Paused', kpi_wh_label)
|
||||||
|
ws1.write('G13', 'Resolved / Idle', kpi_wh_label)
|
||||||
|
ws1.write('H13', 'Catatan Rumus', kpi_wh_label)
|
||||||
|
|
||||||
|
# Hitung jam kerja (UTC+7, 08:30-17:30, break 12:30-13:30, Senin-Jumat)
|
||||||
|
wh_fr = compute_working_hours(self.env, t.ticket_created_at, t.first_responded_at) if (t.ticket_created_at and t.first_responded_at) else 0.0
|
||||||
|
wh_res = compute_working_hours(self.env, t.ticket_created_at, t.resolved_at) if (t.ticket_created_at and t.resolved_at) else 0.0
|
||||||
|
|
||||||
|
report_as_of = fields.Datetime.now()
|
||||||
|
wh_it_direct = 0.0
|
||||||
|
wh_internal_hold = 0.0
|
||||||
|
wh_cust = 0.0
|
||||||
|
wh_meeting = 0.0
|
||||||
|
wh_vendor = 0.0
|
||||||
|
wh_other_paused = 0.0
|
||||||
|
wh_resolved_idle = 0.0
|
||||||
|
stage_wh_map = {}
|
||||||
|
for s in t.stage_log_ids:
|
||||||
|
# Segmen aktif dihitung hingga satu timestamp cetak yang konsisten.
|
||||||
|
s_wh = compute_working_hours(self.env, s.start_date, s.end_date or report_as_of)
|
||||||
|
stage_wh_map[s.id] = s_wh
|
||||||
|
if s.responsibility == 'internal':
|
||||||
|
wh_it_direct += s_wh
|
||||||
|
elif s.responsibility in ('on_hold', 'internal_discussion'):
|
||||||
|
# Sesuai Aturan 9: On Hold & Internal Discussion murni internal adalah Beban IT
|
||||||
|
wh_internal_hold += s_wh
|
||||||
|
elif s.responsibility == 'customer':
|
||||||
|
wh_cust += s_wh
|
||||||
|
elif s.responsibility == 'scheduled_meeting':
|
||||||
|
wh_meeting += s_wh
|
||||||
|
elif s.responsibility == 'third_party':
|
||||||
|
wh_vendor += s_wh
|
||||||
|
elif s.responsibility == 'external_activity':
|
||||||
|
wh_other_paused += s_wh
|
||||||
|
elif s.responsibility == 'resolved_idle':
|
||||||
|
wh_resolved_idle += s_wh
|
||||||
|
|
||||||
|
wh_agent = wh_it_direct + wh_internal_hold
|
||||||
|
wh_paused = wh_meeting + wh_vendor + wh_other_paused
|
||||||
|
wh_total = sum(stage_wh_map.values())
|
||||||
|
ws1.write('B14', format_working_duration(wh_fr), kpi_box_val)
|
||||||
|
ws1.write('C14', format_working_duration(wh_total), kpi_box_val)
|
||||||
|
ws1.write('D14', format_working_duration(wh_agent), kpi_box_val)
|
||||||
|
ws1.write('E14', format_working_duration(wh_cust), kpi_box_val)
|
||||||
|
ws1.write('F14', format_working_duration(wh_paused), kpi_box_val)
|
||||||
|
ws1.write('G14', format_working_duration(wh_resolved_idle), kpi_box_val)
|
||||||
|
ws1.write('H14', 'Senin-Jumat, 08:30-17:30 WIB\nBreak 12:30-13:30 (8 Jam/Hari)\nDB UTC → +7 WIB', kpi_box_val)
|
||||||
|
|
||||||
|
# REKAPITULASI BEBAN TANGGUNG JAWAB — harus identik dengan total Sheet 2.
|
||||||
|
ws1.merge_range('B16:I16', 'REKAPITULASI BEBAN TANGGUNG JAWAB & MATRIKS BOTTLENECK', section_fmt)
|
||||||
|
ws1.write('B17', 'Kategori Beban', th_fmt)
|
||||||
|
ws1.merge_range('C17:F17', 'Keterangan Operasional', th_fmt)
|
||||||
|
ws1.write('G17', 'Jam Kerja', th_fmt)
|
||||||
|
ws1.write('H17', 'Hari Kerja Efektif', th_fmt)
|
||||||
|
ws1.write('I17', '% Beban', th_fmt)
|
||||||
|
recap_rows = [
|
||||||
|
('Waiting on Us (IT - Pengerjaan Aktif)', 'Waktu penanganan langsung oleh Tim IT (Open / In Progress).', wh_it_direct),
|
||||||
|
('Waiting on Us (IT - Internal Hold & Discussion)', 'Tiket ditahan/dianalisa internal IT (Aturan 9: default Beban IT).', wh_internal_hold),
|
||||||
|
('Waiting on User (Customer)', 'Menunggu balasan, konfirmasi, atau keputusan dari pemohon / user.', wh_cust),
|
||||||
|
('Tunggu Bersama (Scheduled Meeting)', 'Masa tunggu bersama menjelang jadwal meeting / Zoom (SLA Paused).', wh_meeting),
|
||||||
|
('Waiting on Third Party (Vendor)', 'Eskalasi vendor eksternal atau pengerjaan pihak ketiga (SLA Paused).', wh_vendor),
|
||||||
|
('SLA Paused Lainnya (Admin / External)', 'Aktivitas jeda administratif sistemik lainnya.', wh_other_paused),
|
||||||
|
('Resolved / Idle Time (Sebelum Reopen)', 'Tiket telah di-resolve atau idle otomatis, tidak membebani pemohon.', wh_resolved_idle),
|
||||||
|
('Grand Total Umur Tiket', 'Jumlah seluruh tahapan; harus 100% sama dengan total Sheet 2.', wh_total),
|
||||||
|
]
|
||||||
|
for recap_row, (label, description, hours) in enumerate(recap_rows, start=18):
|
||||||
|
label_fmt = bn_badge_fmt if label.startswith('Waiting on Us') else (normal_badge_fmt if label.startswith('Waiting on User') else (section_fmt if label == 'Grand Total Umur Tiket' else (sla_paused_fmt or td_center_fmt)))
|
||||||
|
ws1.write(recap_row, 1, label, label_fmt)
|
||||||
|
ws1.merge_range(recap_row, 2, recap_row, 5, description, td_fmt)
|
||||||
|
ws1.write(recap_row, 6, hours, td_dec_fmt)
|
||||||
|
ws1.write(recap_row, 7, round(hours / 8.0, 2), td_dec_fmt)
|
||||||
|
ws1.write(recap_row, 8, (hours / wh_total) if wh_total else 0.0, td_pct_fmt)
|
||||||
|
|
||||||
|
# TABEL RANKING BOTTLENECK PER STAGE
|
||||||
|
# Rekapitulasi berakhir di baris Excel 26 (grand total), sehingga
|
||||||
|
# ranking dimulai di baris 28 agar tidak overlap dengan merge C25:F25.
|
||||||
|
ws1.merge_range('B28:I28', 'RANKING BOTTLENECK PER STAGE (Diurutkan dari Tahapan Paling Lama)', section_fmt)
|
||||||
|
|
||||||
|
headers_bn = ['Rank', 'Tahapan / Status', 'Tanggung Jawab', 'Pengguna', 'Hari Kerja Efektif', 'Jam Kerja', '% Kontribusi', 'Status']
|
||||||
|
for col_idx, h in enumerate(headers_bn, start=1):
|
||||||
|
ws1.write(29, col_idx, h, th_fmt)
|
||||||
|
|
||||||
|
sorted_stages = t.stage_log_ids.sorted(key=lambda s: stage_wh_map.get(s.id, 0.0), reverse=True)
|
||||||
|
total_wh_ticket = max(0.01, sum(stage_wh_map.values()) or 0.01)
|
||||||
|
|
||||||
|
row = 30
|
||||||
|
primary_bn_text = "Tidak terdeteksi delay signifikan."
|
||||||
|
primary_bn_actor = "-"
|
||||||
|
primary_bn_stage = "-"
|
||||||
|
primary_bn_days = 0
|
||||||
|
|
||||||
|
for rank_idx, stage in enumerate(sorted_stages, start=1):
|
||||||
|
stage_wh = stage_wh_map.get(stage.id, 0.0)
|
||||||
|
stage_wd_eff = round(stage_wh / 8.0, 2)
|
||||||
|
pct = (stage_wh / total_wh_ticket) if total_wh_ticket else 0.0
|
||||||
|
if stage.responsibility == 'internal':
|
||||||
|
resp_label = 'Waiting on Us (Internal)'
|
||||||
|
resp_fmt = bn_badge_fmt
|
||||||
|
elif stage.responsibility == 'customer':
|
||||||
|
resp_label = 'Waiting on User (Requester)'
|
||||||
|
resp_fmt = normal_badge_fmt
|
||||||
|
elif stage.responsibility == 'on_hold':
|
||||||
|
resp_label = 'On Hold (Internal Hold / Waiting on Us)'
|
||||||
|
resp_fmt = bn_badge_fmt
|
||||||
|
elif stage.responsibility == 'third_party':
|
||||||
|
resp_label = 'Waiting on Third Party (SLA is Paused)'
|
||||||
|
resp_fmt = sla_paused_fmt or td_center_fmt
|
||||||
|
elif stage.responsibility == 'internal_discussion':
|
||||||
|
resp_label = 'Waiting on Internal Discussion (Internal Hold / Waiting on Us)'
|
||||||
|
resp_fmt = bn_badge_fmt
|
||||||
|
elif stage.responsibility == 'scheduled_meeting':
|
||||||
|
resp_label = 'Tunggu Bersama (Scheduled Meeting - SLA is Paused)'
|
||||||
|
resp_fmt = sla_paused_fmt or td_center_fmt
|
||||||
|
elif stage.responsibility == 'external_activity':
|
||||||
|
resp_label = 'External Activity (SLA is Paused)'
|
||||||
|
resp_fmt = sla_paused_fmt or td_center_fmt
|
||||||
|
else:
|
||||||
|
resp_label = 'Resolved (Ticket Closed/Idle)'
|
||||||
|
resp_fmt = sla_paused_fmt or td_center_fmt
|
||||||
|
is_primary = (rank_idx == 1 and stage_wh > 0.0)
|
||||||
|
|
||||||
|
ws1.write(row, 1, f"#{rank_idx}", bn_badge_fmt if is_primary else td_center_fmt)
|
||||||
|
ws1.write(row, 2, stage.stage_name or '-', td_fmt)
|
||||||
|
ws1.write(row, 3, resp_label, resp_fmt)
|
||||||
|
ws1.write(row, 4, stage.actor_name or '-', td_fmt)
|
||||||
|
ws1.write(row, 5, stage_wd_eff, td_dec_fmt)
|
||||||
|
ws1.write(row, 6, stage_wh, td_dec_fmt)
|
||||||
|
ws1.write(row, 7, pct, td_pct_fmt)
|
||||||
|
ws1.write(row, 8, 'Sedang Berjalan' if stage.is_active else 'Selesai', td_center_fmt)
|
||||||
|
row += 1
|
||||||
|
|
||||||
|
# KESIMPULAN HIGHLIGHT BOX
|
||||||
|
row += 1
|
||||||
|
# ws1.merge_range(row, 1, row, 8, 'KESIMPULAN BOTTLENECK UNTUK BAHAN MEETING', section_fmt)
|
||||||
|
row += 1
|
||||||
|
# highlight_fmt = workbook.add_format({
|
||||||
|
# 'bold': True, 'font_size': 10, 'font_name': 'Calibri',
|
||||||
|
# 'bg_color': '#FDEDEC', 'font_color': '#78281F', 'border': 1, 'border_color': '#E6B0AA'
|
||||||
|
# })
|
||||||
|
# ws1.merge_range(row, 1, row + 1, 8, primary_bn_text, highlight_fmt)
|
||||||
|
|
||||||
|
# SHEET 2: KRONOLOGI AUDIT TRAIL
|
||||||
|
ws2 = workbook.add_worksheet('Audit Trail & Kronologi')
|
||||||
|
ws2.set_column('A:A', 5)
|
||||||
|
ws2.set_column('B:B', 6)
|
||||||
|
ws2.set_column('C:C', 22)
|
||||||
|
ws2.set_column('D:D', 22)
|
||||||
|
ws2.set_column('E:E', 22)
|
||||||
|
ws2.set_column('F:F', 26)
|
||||||
|
ws2.set_column('G:G', 16)
|
||||||
|
ws2.set_column('H:H', 22)
|
||||||
|
ws2.set_column('I:I', 18)
|
||||||
|
ws2.set_column('J:J', 18)
|
||||||
|
ws2.set_column('K:K', 35)
|
||||||
|
ws2.set_column('L:L', 55)
|
||||||
|
|
||||||
|
ws2.merge_range('B2:L2', f'KRONOLOGI LENGKAP AUDIT TRAIL TIKET #{t.external_ticket_id}', title_fmt)
|
||||||
|
headers_ws2 = [
|
||||||
|
'No', 'Waktu Mulai (WIB)', 'Waktu Selesai (WIB)', 'Stage / Status',
|
||||||
|
'Tanggung Jawab', 'Tipe Pengguna', 'Nama Pengguna',
|
||||||
|
'Hari Kerja Efektif', 'Jam Kerja',
|
||||||
|
'Keterangan Aktivitas', 'Isi Balasan / Pesan'
|
||||||
|
]
|
||||||
|
for col_idx, h in enumerate(headers_ws2, start=1):
|
||||||
|
ws2.write(3, col_idx, h, th_fmt)
|
||||||
|
|
||||||
|
row2 = 4
|
||||||
|
for idx2, log in enumerate(t.stage_log_ids.sorted('start_date'), start=1):
|
||||||
|
if log.responsibility == 'internal':
|
||||||
|
resp_label = 'Waiting on Us (Internal)'
|
||||||
|
elif log.responsibility == 'customer':
|
||||||
|
resp_label = 'Waiting on User (Customer)'
|
||||||
|
elif log.responsibility == 'on_hold':
|
||||||
|
resp_label = 'On Hold (Internal Hold / Waiting on Us)'
|
||||||
|
elif log.responsibility == 'third_party':
|
||||||
|
resp_label = 'Waiting on Third Party (SLA is Paused)'
|
||||||
|
elif log.responsibility == 'internal_discussion':
|
||||||
|
resp_label = 'Waiting on Internal Discussion (Internal Hold / Waiting on Us)'
|
||||||
|
elif log.responsibility == 'scheduled_meeting':
|
||||||
|
resp_label = 'Tunggu Bersama (Scheduled Meeting - SLA is Paused)'
|
||||||
|
elif log.responsibility == 'external_activity':
|
||||||
|
resp_label = 'External Activity (SLA is Paused)'
|
||||||
|
else:
|
||||||
|
resp_label = 'Resolved (Ticket Closed/Idle)'
|
||||||
|
msg_body = self._get_stage_conversation_body(log, t)
|
||||||
|
raw_act_main = log.activity_content or ''
|
||||||
|
if 'Isi Pesan:' in raw_act_main:
|
||||||
|
raw_act_main = raw_act_main.split('Isi Pesan:')[0].strip()
|
||||||
|
|
||||||
|
calc_days = compute_calendar_days(self.env, log.start_date, log.end_date or report_as_of)
|
||||||
|
wh = compute_working_hours(self.env, log.start_date, log.end_date or report_as_of)
|
||||||
|
wd_eff = round(wh / 8.0, 2)
|
||||||
|
|
||||||
|
# Tampilkan waktu dalam WIB (UTC+7) untuk kemudahan baca
|
||||||
|
from datetime import timedelta as _td
|
||||||
|
def _to_wib_str(dt):
|
||||||
|
if not dt:
|
||||||
|
return 'Aktif'
|
||||||
|
try:
|
||||||
|
return (dt + _td(hours=7)).strftime('%Y-%m-%d %H:%M')
|
||||||
|
except Exception:
|
||||||
|
return str(dt)
|
||||||
|
|
||||||
|
ws2.write(row2, 1, idx2, td_center_fmt)
|
||||||
|
ws2.write(row2, 2, _to_wib_str(log.start_date), td_center_fmt)
|
||||||
|
ws2.write(row2, 3, _to_wib_str(log.end_date), td_center_fmt)
|
||||||
|
ws2.write(row2, 4, log.stage_name or '-', td_fmt)
|
||||||
|
ws2.write(row2, 5, resp_label, bn_badge_fmt if log.responsibility == 'internal' else (normal_badge_fmt if log.responsibility == 'customer' else (sla_paused_fmt or td_center_fmt)))
|
||||||
|
ws2.write(row2, 6, log.actor_type or '-', td_center_fmt)
|
||||||
|
ws2.write(row2, 7, log.actor_name or '-', td_fmt)
|
||||||
|
ws2.write(row2, 8, wd_eff, td_dec_fmt)
|
||||||
|
ws2.write(row2, 9, wh, td_dec_fmt)
|
||||||
|
ws2.write(row2, 10, self._strip_html(raw_act_main) or '-', td_fmt)
|
||||||
|
ws2.write(row2, 11, msg_body or '-', td_wrap_fmt if msg_body else td_center_fmt)
|
||||||
|
row2 += 1
|
||||||
|
|
||||||
|
# Grand total menggunakan sumber data yang sama dengan Sheet 1 (stage_wh_map).
|
||||||
|
ws2.merge_range(row2, 1, row2, 7, 'GRAND TOTAL UMUR TIKET', section_fmt)
|
||||||
|
ws2.write(row2, 8, round(wh_total / 8.0, 2), td_dec_fmt)
|
||||||
|
ws2.write(row2, 9, wh_total, td_dec_fmt)
|
||||||
|
ws2.merge_range(row2, 10, row2, 11, 'Sama dengan Sheet 1: seluruh stage log termasuk SLA Paused dan Resolved / Idle.', td_fmt)
|
||||||
|
|
||||||
|
# SHEET 3: RIWAYAT PERCAKAPAN
|
||||||
|
ws3 = workbook.add_worksheet('Percakapan & Respon')
|
||||||
|
ws3.set_column('A:A', 5)
|
||||||
|
ws3.set_column('B:B', 8)
|
||||||
|
ws3.set_column('C:C', 18)
|
||||||
|
ws3.set_column('D:D', 22)
|
||||||
|
ws3.set_column('E:E', 24)
|
||||||
|
ws3.set_column('F:F', 55)
|
||||||
|
|
||||||
|
ws3.merge_range('B2:F2', f'RIWAYAT PERCAKAPAN & CATATAN TIKET #{t.external_ticket_id}', title_fmt)
|
||||||
|
headers_ws3 = ['No', 'Waktu Dibuat', 'Tipe Pengirim', 'Pengirim', 'Isi Pesan']
|
||||||
|
for col_idx, h in enumerate(headers_ws3, start=1):
|
||||||
|
ws3.write(3, col_idx, h, th_fmt)
|
||||||
|
|
||||||
|
row3 = 4
|
||||||
|
for idx3, conv in enumerate(t.conversation_ids.sorted('created_at'), start=1):
|
||||||
|
sender_type_label = 'User (Requester)' if (conv.sender_type == 'customer' or conv.incoming) else 'Agent'
|
||||||
|
ws3.write(row3, 1, idx3, td_center_fmt)
|
||||||
|
ws3.write(row3, 2, str(conv.created_at or '-'), td_center_fmt)
|
||||||
|
ws3.write(row3, 3, sender_type_label, normal_badge_fmt if conv.incoming else bn_badge_fmt)
|
||||||
|
ws3.write(row3, 4, conv.user_name or '-', td_fmt)
|
||||||
|
ws3.write(row3, 5, self._strip_html(conv.body_text) or '-', td_fmt)
|
||||||
|
row3 += 1
|
||||||
|
|
||||||
|
# Siapkan Ringkasan HTML untuk tampilan di Pop-up Wizard
|
||||||
|
html_out = f"""
|
||||||
|
<div class="alert alert-info border shadow-sm">
|
||||||
|
<h4 class="alert-heading fw-bold mb-2">📊 Hasil Analisis Bottleneck Tiket #{t.external_ticket_id}</h4>
|
||||||
|
<p class="mb-1"><strong>Subjek:</strong> {t.name or '-'}</p>
|
||||||
|
<p class="mb-2"><strong>Pemohon:</strong> {t.requester_name or '-'} | <strong>Departemen:</strong> {t.department_name or '-'} | <strong>Agen IT:</strong> {t.responder_name or '-'}</p>
|
||||||
|
<hr class="my-2"/>
|
||||||
|
<div class="row text-center mb-3">
|
||||||
|
<div class="col-md-3">
|
||||||
|
<div class="bg-light p-2 rounded border">
|
||||||
|
<small class="text-muted d-block">TOTAL WAKTU</small>
|
||||||
|
<strong class="text-dark fs-5">{t.resolution_time_days} Hari</strong>
|
||||||
|
</div>
|
||||||
|
</div>
|
||||||
|
<div class="col-md-3">
|
||||||
|
<div class="bg-light p-2 rounded border border-danger">
|
||||||
|
<small class="text-danger d-block fw-bold">WAITING ON US (IT)</small>
|
||||||
|
<strong class="text-danger fs-5">{t.total_agent_time_days} Hari</strong>
|
||||||
|
</div>
|
||||||
|
</div>
|
||||||
|
<div class="col-md-3">
|
||||||
|
<div class="bg-light p-2 rounded border border-warning">
|
||||||
|
<small class="text-warning d-block fw-bold">WAITING ON USER</small>
|
||||||
|
<strong class="text-warning fs-5">{t.total_customer_time_days} Hari</strong>
|
||||||
|
</div>
|
||||||
|
</div>
|
||||||
|
<div class="col-md-3">
|
||||||
|
<div class="bg-light p-2 rounded border border-primary">
|
||||||
|
<small class="text-primary d-block fw-bold">FIRST RESPONSE</small>
|
||||||
|
<strong class="text-primary fs-5">{t.first_response_time_days} Hari</strong>
|
||||||
|
</div>
|
||||||
|
</div>
|
||||||
|
</div>
|
||||||
|
|
||||||
|
</div>
|
||||||
|
"""
|
||||||
|
# <div class="alert alert-danger mb-0">
|
||||||
|
# <strong>🚨 Temuan Bottleneck Utama:</strong><br/>
|
||||||
|
# {primary_bn_text}
|
||||||
|
# </div>
|
||||||
|
return html_out
|
||||||
|
|
||||||
|
def _build_ranking_sheets(
|
||||||
|
self, workbook, tickets, title_fmt, subtitle_fmt, section_fmt, th_fmt,
|
||||||
|
td_fmt, td_wrap_fmt, td_center_fmt, td_num_fmt, td_dec_fmt, td_pct_fmt, td_date_fmt,
|
||||||
|
bn_badge_fmt, normal_badge_fmt, kpi_box_label, kpi_box_val, status_formats, sla_paused_fmt=None
|
||||||
|
):
|
||||||
|
"""Membuat sheet ranking bottleneck untuk multi-tiket (bahan meeting evaluasi tim)."""
|
||||||
|
ws = workbook.add_worksheet('Ranking Bottleneck Tiket')
|
||||||
|
ws.set_column('A:A', 5)
|
||||||
|
ws.set_column('B:B', 8)
|
||||||
|
ws.set_column('C:C', 14)
|
||||||
|
ws.set_column('D:D', 30)
|
||||||
|
ws.set_column('E:E', 20)
|
||||||
|
ws.set_column('F:F', 18)
|
||||||
|
ws.set_column('G:G', 18)
|
||||||
|
ws.set_column('H:H', 12)
|
||||||
|
ws.set_column('I:I', 16)
|
||||||
|
ws.set_column('J:J', 16)
|
||||||
|
ws.set_column('K:K', 16)
|
||||||
|
ws.set_column('L:L', 16)
|
||||||
|
ws.set_column('M:M', 16)
|
||||||
|
ws.set_column('N:N', 26)
|
||||||
|
ws.set_column('O:O', 22)
|
||||||
|
ws.set_column('P:P', 16)
|
||||||
|
ws.set_column('Q:Q', 16)
|
||||||
|
|
||||||
|
ws.merge_range('B2:Q2', 'LAPORAN RANKING BOTTLENECK & EVALUASI SLA TIKET (BAHAN MEETING)', title_fmt)
|
||||||
|
ws.write(
|
||||||
|
'B3',
|
||||||
|
f'Dicetak: {datetime.now().strftime("%d-%m-%Y %H:%M:%S")} | Dicetak oleh: {self.env.user.name}',
|
||||||
|
subtitle_fmt
|
||||||
|
)
|
||||||
|
|
||||||
|
headers = [
|
||||||
|
'Rank', 'ID Freshservice', 'Judul Tiket', 'Pemohon (User)', 'Departemen', 'Agen IT',
|
||||||
|
'Status',
|
||||||
|
'Total Hari Kalender', 'Total Jam Kerja (08:30-17:30)', 'Total Hari Kerja Efektif',
|
||||||
|
'Waktu IT (Hari Kalender)', 'Waktu IT (Jam Kerja)',
|
||||||
|
'Waktu User (Hari Kalender)', 'Waktu User (Jam Kerja)',
|
||||||
|
'Bottleneck Utama (Stage)', 'Durasi Bottleneck (Hari Kalender)', 'Durasi Bottleneck (Jam Kerja)'
|
||||||
|
]
|
||||||
|
for col_idx, h in enumerate(headers, start=1):
|
||||||
|
ws.write(4, col_idx, h, th_fmt)
|
||||||
|
|
||||||
|
# Sort tickets: urutkan dari durasi terlama (resolution_time_days desc atau total_agent_time_days desc)
|
||||||
|
sorted_tickets = tickets.sorted(key=lambda t: (t.resolution_time_days, t.total_agent_time_days), reverse=True)
|
||||||
|
|
||||||
|
row = 5
|
||||||
|
slowest_tickets = []
|
||||||
|
for rank_idx, t in enumerate(sorted_tickets, start=1):
|
||||||
|
# Cari stage bottleneck terbesar di tiket ini
|
||||||
|
top_stage = t.stage_log_ids.sorted(key=lambda s: (s.duration_days, s.duration_hours), reverse=True)
|
||||||
|
top_stage_name = '-'
|
||||||
|
top_resp = '-'
|
||||||
|
top_days = 0
|
||||||
|
top_wh = 0.0
|
||||||
|
if top_stage:
|
||||||
|
top_stage_name = top_stage[0].stage_name or '-'
|
||||||
|
top_resp = 'Internal (IT)' if top_stage[0].responsibility == 'internal' else 'Customer (User)'
|
||||||
|
top_days = top_stage[0].duration_days
|
||||||
|
top_wh = compute_working_hours(self.env, top_stage[0].start_date, top_stage[0].end_date)
|
||||||
|
|
||||||
|
# Hitung jam kerja per tiket
|
||||||
|
t_wh_total = compute_working_hours(self.env, t.ticket_created_at, t.resolved_at) if (t.ticket_created_at and t.resolved_at) else 0.0
|
||||||
|
t_wh_agent = 0.0
|
||||||
|
t_wh_cust = 0.0
|
||||||
|
for s in t.stage_log_ids:
|
||||||
|
s_wh = compute_working_hours(self.env, s.start_date, s.end_date)
|
||||||
|
if s.responsibility == 'internal':
|
||||||
|
t_wh_agent += s_wh
|
||||||
|
elif s.responsibility == 'customer':
|
||||||
|
t_wh_cust += s_wh
|
||||||
|
# on_hold: SLA paused, tidak dihitung di IT maupun User
|
||||||
|
|
||||||
|
t_wd_eff = round(t_wh_total / 8.0, 2)
|
||||||
|
|
||||||
|
if rank_idx <= 5:
|
||||||
|
slowest_tickets.append(f"#{t.external_ticket_id} ({t.name[:25]}... - {t.resolution_time_days} Hari / {t_wh_total:.1f} Jam Kerja)")
|
||||||
|
|
||||||
|
ws.write(row, 1, f"#{rank_idx}", bn_badge_fmt if rank_idx <= 3 else td_center_fmt)
|
||||||
|
ws.write(row, 2, f"#{t.external_ticket_id}", td_center_fmt)
|
||||||
|
ws.write(row, 3, t.name or '-', td_fmt)
|
||||||
|
ws.write(row, 4, t.requester_name or '-', td_fmt)
|
||||||
|
ws.write(row, 5, t.department_name or '-', td_fmt)
|
||||||
|
ws.write(row, 6, t.responder_name or '-', td_fmt)
|
||||||
|
row_st_fmt = status_formats.get(t.status, td_center_fmt)
|
||||||
|
ws.write(row, 7, dict(t._fields['status'].selection).get(t.status, t.status or '-'), row_st_fmt)
|
||||||
|
ws.write(row, 8, t.resolution_time_days, td_num_fmt)
|
||||||
|
ws.write(row, 9, t_wh_total, td_dec_fmt)
|
||||||
|
ws.write(row, 10, t_wd_eff, td_dec_fmt)
|
||||||
|
ws.write(row, 11, t.total_agent_time_days, td_num_fmt)
|
||||||
|
ws.write(row, 12, t_wh_agent, td_dec_fmt)
|
||||||
|
ws.write(row, 13, t.total_customer_time_days, td_num_fmt)
|
||||||
|
ws.write(row, 14, t_wh_cust, td_dec_fmt)
|
||||||
|
ws.write(row, 15, top_stage_name, td_fmt)
|
||||||
|
ws.write(row, 16, top_days, td_num_fmt)
|
||||||
|
ws.write(row, 17, top_wh, td_dec_fmt)
|
||||||
|
row += 1
|
||||||
|
|
||||||
|
# SHEET 2: DETAIL STAGE LOG SEMUA TIKET
|
||||||
|
ws2 = workbook.add_worksheet('Detail Stage Log Semua Tiket')
|
||||||
|
ws2.set_column('A:A', 5)
|
||||||
|
ws2.set_column('B:B', 14)
|
||||||
|
ws2.set_column('C:C', 22)
|
||||||
|
ws2.set_column('D:D', 22)
|
||||||
|
ws2.set_column('E:E', 22)
|
||||||
|
ws2.set_column('F:F', 26)
|
||||||
|
ws2.set_column('G:G', 20)
|
||||||
|
ws2.set_column('H:H', 14)
|
||||||
|
ws2.set_column('I:I', 14)
|
||||||
|
ws2.set_column('J:J', 18)
|
||||||
|
ws2.set_column('K:K', 18)
|
||||||
|
ws2.set_column('L:L', 32)
|
||||||
|
ws2.set_column('M:M', 50)
|
||||||
|
|
||||||
|
ws2.merge_range('B2:M2', 'RINCIAN SELURUH TRANSISI STAGE & DURASI TIKET', title_fmt)
|
||||||
|
headers2 = [
|
||||||
|
'ID Tiket', 'Waktu Mulai (WIB)', 'Waktu Selesai (WIB)', 'Stage / Status',
|
||||||
|
'Tanggung Jawab', 'Pengguna',
|
||||||
|
'Hari Kalender', 'Jam Kalender',
|
||||||
|
'Jam Kerja (08:30-17:30)', 'Hari Kerja Efektif',
|
||||||
|
'Keterangan Aktivitas', 'Isi Balasan / Pesan'
|
||||||
|
]
|
||||||
|
for col_idx, h in enumerate(headers2, start=1):
|
||||||
|
ws2.write(3, col_idx, h, th_fmt)
|
||||||
|
|
||||||
|
row2 = 4
|
||||||
|
for t in sorted_tickets:
|
||||||
|
for log in t.stage_log_ids.sorted('start_date'):
|
||||||
|
if log.responsibility == 'internal':
|
||||||
|
resp_label = 'Internal (Waiting on Us)'
|
||||||
|
elif log.responsibility == 'customer':
|
||||||
|
resp_label = 'Customer (Waiting on User)'
|
||||||
|
elif log.responsibility == 'on_hold':
|
||||||
|
resp_label = 'On Hold (SLA is Paused)'
|
||||||
|
elif log.responsibility == 'third_party':
|
||||||
|
resp_label = 'Waiting on Third Party (SLA is Paused)'
|
||||||
|
else:
|
||||||
|
resp_label = 'Waiting on Internal Discussion (SLA is Paused)'
|
||||||
|
msg_body = self._get_stage_conversation_body(log, t)
|
||||||
|
raw_act_main = log.activity_content or ''
|
||||||
|
if 'Isi Pesan:' in raw_act_main:
|
||||||
|
raw_act_main = raw_act_main.split('Isi Pesan:')[0].strip()
|
||||||
|
|
||||||
|
calc_log_days = compute_calendar_days(self.env, log.start_date, log.end_date)
|
||||||
|
log_wh = compute_working_hours(self.env, log.start_date, log.end_date)
|
||||||
|
log_wd_eff = round(log_wh / 8.0, 2)
|
||||||
|
|
||||||
|
from datetime import timedelta as _td2
|
||||||
|
def _wib(dt):
|
||||||
|
if not dt:
|
||||||
|
return 'Aktif'
|
||||||
|
try:
|
||||||
|
return (dt + _td2(hours=7)).strftime('%Y-%m-%d %H:%M')
|
||||||
|
except Exception:
|
||||||
|
return str(dt)
|
||||||
|
|
||||||
|
ws2.write(row2, 1, f"#{t.external_ticket_id}", td_center_fmt)
|
||||||
|
ws2.write(row2, 2, _wib(log.start_date), td_center_fmt)
|
||||||
|
ws2.write(row2, 3, _wib(log.end_date), td_center_fmt)
|
||||||
|
ws2.write(row2, 4, log.stage_name or '-', td_fmt)
|
||||||
|
ws2.write(row2, 5, resp_label, bn_badge_fmt if log.responsibility == 'internal' else (normal_badge_fmt if log.responsibility == 'customer' else (sla_paused_fmt or td_center_fmt)))
|
||||||
|
ws2.write(row2, 6, log.actor_name or '-', td_fmt)
|
||||||
|
ws2.write(row2, 7, calc_log_days, td_num_fmt)
|
||||||
|
ws2.write(row2, 8, log.duration_hours, td_dec_fmt)
|
||||||
|
ws2.write(row2, 9, log_wh, td_dec_fmt)
|
||||||
|
ws2.write(row2, 10, log_wd_eff, td_dec_fmt)
|
||||||
|
ws2.write(row2, 11, self._strip_html(raw_act_main) or '-', td_fmt)
|
||||||
|
ws2.write(row2, 12, msg_body or '-', td_wrap_fmt if msg_body else td_center_fmt)
|
||||||
|
row2 += 1
|
||||||
|
|
||||||
|
avg_days = sum(sorted_tickets.mapped('resolution_time_days')) / max(1, len(sorted_tickets))
|
||||||
|
html_out = f"""
|
||||||
|
<div class="alert alert-info border shadow-sm">
|
||||||
|
<h4 class="alert-heading fw-bold mb-2">📋 Laporan Ranking Bottleneck Multi-Tiket Berhasil Dibuat</h4>
|
||||||
|
<p class="mb-1">Total Tiket yang Dievaluasi: <strong>{len(sorted_tickets)} Tiket</strong></p>
|
||||||
|
<p class="mb-2">Rata-rata Waktu Penyelesaian: <strong>{avg_days:.1f} Hari Kalender</strong></p>
|
||||||
|
<hr class="my-2"/>
|
||||||
|
<p class="mb-1 fw-bold text-danger">⚠️ Top 5 Tiket dengan Durasi Terlama:</p>
|
||||||
|
<ul class="mb-2">
|
||||||
|
{''.join(f'<li>{item}</li>' for item in slowest_tickets)}
|
||||||
|
</ul>
|
||||||
|
<small class="text-muted">File Excel siap digunakan sebagai bahan evaluasi dan meeting manajemen.</small>
|
||||||
|
</div>
|
||||||
|
"""
|
||||||
|
return html_out
|
||||||
@@ -0,0 +1,85 @@
|
|||||||
|
<?xml version="1.0" encoding="utf-8"?>
|
||||||
|
<odoo>
|
||||||
|
<!-- FORM VIEW WIZARD BOTTLENECK -->
|
||||||
|
<record id="view_freshservice_ticket_bottleneck_wizard_form" model="ir.ui.view">
|
||||||
|
<field name="name">freshservice.ticket.bottleneck.wizard.form</field>
|
||||||
|
<field name="model">freshservice.ticket.bottleneck.wizard</field>
|
||||||
|
<field name="arch" type="xml">
|
||||||
|
<form string="Laporan Analisis Bottleneck Tiket (Excel)">
|
||||||
|
<field name="state" invisible="1"/>
|
||||||
|
|
||||||
|
<!-- STATE 1: PILIH PARAMETER -->
|
||||||
|
<div invisible="state != 'choose'">
|
||||||
|
<div class="alert alert-primary mb-3 d-flex align-items-center gap-2" role="status" invisible="True">
|
||||||
|
<i class="fa fa-info-circle fa-2x" title="Informasi"/>
|
||||||
|
<div>
|
||||||
|
<strong>Ekspor Laporan Analisis Bottleneck ke Excel (.xlsx)</strong><br/>
|
||||||
|
Laporan ini dirancang khusus sebagai <em>bahan meeting</em> untuk mengidentifikasi tahapan, penanggung jawab, dan faktor yang menyebabkan tiket tertahan lama (Waiting on Us vs Waiting on User).
|
||||||
|
</div>
|
||||||
|
</div>
|
||||||
|
|
||||||
|
<group invisible="True">
|
||||||
|
<group string="Pilihan Laporan">
|
||||||
|
<field name="report_type" widget="radio"/>
|
||||||
|
</group>
|
||||||
|
</group>
|
||||||
|
|
||||||
|
<!-- MODE SINGLE TICKET -->
|
||||||
|
<!-- <group string="Parameter Tiket Tunggal" invisible="report_type != 'single'"> -->
|
||||||
|
<group>
|
||||||
|
<group>
|
||||||
|
<field name="external_ticket_id" placeholder="Contoh: 992"/>
|
||||||
|
<field name="ticket_id" options="{'no_create': True}" placeholder="Atau cari judul tiket di Odoo..."/>
|
||||||
|
</group>
|
||||||
|
<group invisible="True">
|
||||||
|
<field name="auto_sync_detail"/>
|
||||||
|
</group>
|
||||||
|
</group>
|
||||||
|
|
||||||
|
<!-- MODE RANKING MULTI-TIKET -->
|
||||||
|
<group string="Filter Multi-Tiket (Ranking)" invisible="report_type != 'ranking'">
|
||||||
|
<group>
|
||||||
|
<field name="date_from"/>
|
||||||
|
<field name="date_to"/>
|
||||||
|
</group>
|
||||||
|
<group>
|
||||||
|
<field name="status_filter"/>
|
||||||
|
<field name="auto_sync_detail"/>
|
||||||
|
</group>
|
||||||
|
<group colspan="2">
|
||||||
|
<field name="ticket_ids" widget="many2many_tags" placeholder="Kosongkan untuk menyertakan seluruh tiket sesuai filter di atas"/>
|
||||||
|
</group>
|
||||||
|
</group>
|
||||||
|
</div>
|
||||||
|
|
||||||
|
|
||||||
|
|
||||||
|
<!-- FOOTER BUTTONS -->
|
||||||
|
<footer>
|
||||||
|
<div invisible="state != 'choose'" class="d-flex flex-row gap-2 justify-content-end">
|
||||||
|
<button name="action_generate_excel"
|
||||||
|
string="Export"
|
||||||
|
type="object"
|
||||||
|
class="btn-primary"
|
||||||
|
icon="fa-file-excel-o"/>
|
||||||
|
<button string="Batal"
|
||||||
|
class="btn-secondary"
|
||||||
|
special="cancel"/>
|
||||||
|
</div>
|
||||||
|
|
||||||
|
|
||||||
|
</footer>
|
||||||
|
</form>
|
||||||
|
</field>
|
||||||
|
</record>
|
||||||
|
|
||||||
|
<!-- ACTION WINDOW WIZARD (POP-UP MODAL) -->
|
||||||
|
<record id="action_freshservice_ticket_bottleneck_wizard" model="ir.actions.act_window">
|
||||||
|
<field name="name">Laporan Analisis Bottleneck Excel</field>
|
||||||
|
<field name="res_model">freshservice.ticket.bottleneck.wizard</field>
|
||||||
|
<field name="view_mode">form</field>
|
||||||
|
<field name="target">new</field>
|
||||||
|
<field name="binding_model_id" ref="model_freshservice_ticket"/>
|
||||||
|
<field name="binding_view_types">form,list</field>
|
||||||
|
</record>
|
||||||
|
</odoo>
|
||||||
Reference in New Issue
Block a user