Monday, December 16, 2024
1 change
New functionality added to Odoo
Helpdesk teams can now define which team members should handle tickets with specific tags, so new or updated tickets are routed to people with the right expertise. This improves response efficiency for larger support teams while leaving unmatched tickets unassigned and selecting randomly when several specialists match.
Original PR description
Purpose ------- In large support teams, people often have a specific area of expertise. It would be efficient for tickets to be automatically routed to the right people as they know best. This would be especially useful for us in production. Changes ------- - Added a new `helpdesk.tag.assignment` model to map team members to specific tags - It can be configured from the helpesk team form view. - When a ticket is created with that tag, it's assigned to the mapped member. - If there are multiple matches for members, one is chosen at random. - If there is no match, the ticket is left unassigned. - This also works when a tag is added on a existing unassigned ticket. Task-4297562