initial commit

18 files changed, 1815 insertions, 0 deletions

diff --git a/sh_helpdesk/models/__init__.py b/sh_helpdesk/models/__init__.py
new file mode 100644
index 0000000..ecf1ad2
--- /dev/null
+++ b/sh_helpdesk/models/__init__.py
@@ -0,0 +1,19 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from . import helpdesk_team
+from . import helpdesk_ticket_type
+from . import helpdesk_subject_type
+from . import helpdesk_tags
+from . import helpdesk_stages
+from . import helpdesk_category
+from . import helpdesk_subcategory
+from . import helpdesk_priority
+from . import helpdesk_policies
+from . import helpdesk_config_settings
+from . import res_users
+from . import helpdesk_ticket
+from . import helpdesk_alarm
+from . import helpdesk_ticket_dashboard
+from . import send_mail_quick_reply
+from . import helpdesk_ticket_update_wizard
diff --git a/sh_helpdesk/models/helpdesk_alarm.py b/sh_helpdesk/models/helpdesk_alarm.py
new file mode 100644
index 0000000..c7231e6
--- /dev/null
+++ b/sh_helpdesk/models/helpdesk_alarm.py
@@ -0,0 +1,162 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import fields, models, api, _
+from odoo.exceptions import ValidationError
+from datetime import timedelta
+
+class TicketAlarm(models.Model):
+    _name = "sh.ticket.alarm"
+    _description = "Ticket Reminder"
+
+    name = fields.Char(string="Name", readonly=True)
+    type = fields.Selection([('email', 'Email'), (
+        'popup', 'Popup')], string="Type", required=True, default='email')
+    sh_remind_before = fields.Integer(
+        string="Reminder Before")
+    sh_reminder_unit = fields.Selection([('Hour(s)', 'Hour(s)'), (
+        'Minute(s)', 'Minute(s)'), ('Second(s)', 'Second(s)')], string="Reminder Unit", default='Hour(s)',required=True)
+    company_id = fields.Many2one(
+        'res.company', 'Company', default=lambda self: self.env.company)
+    
+    @api.constrains('sh_remind_before')
+    def _check_sh_reminder_unit(self):
+        if self.filtered(lambda c: c.sh_reminder_unit == 'Minute(s)' and c.sh_remind_before < 5):
+            raise ValidationError(_("Reminder Before can't set less than 5 Minutes."))
+        elif self.filtered(lambda c: c.sh_reminder_unit == 'Second(s)' and c.sh_remind_before < 300):
+            raise ValidationError(_("Reminder Before can't set less than 300 Seconds."))
+        elif self.filtered(lambda c: c.sh_reminder_unit == 'Hour(s)' and c.sh_remind_before < 1):
+            raise ValidationError(_("Reminder Before can't set less than 1 Hour."))
+    
+    def name_get(self):
+        # Prefetch the fields used by the `name_get`, so `browse` doesn't fetch other fields
+        self.browse(self.ids).read(['sh_remind_before', 'sh_reminder_unit','type'])
+        return [(alarm.id, '%s%s%s' % (str(alarm.sh_remind_before)+' ',str(alarm.sh_reminder_unit)+' ','['+str(alarm.type)+']'))
+                for alarm in self]
+    
+    @api.onchange('sh_remind_before','type','sh_reminder_unit')
+    def _onchange_name(self):
+        for rec in self:
+            rec.name = rec.name_get()[0][1]
+    
+    @api.model
+    def _run_ticket_reminder(self):
+        if self.env.company.sh_display_ticket_reminder:
+            alarm_ids = self.env['sh.ticket.alarm'].sudo().search([])
+            if alarm_ids:
+                for alarm in alarm_ids:
+                    ticket_ids = self.env['helpdesk.ticket'].sudo().search([('sh_ticket_alarm_ids','in',[alarm.id])])
+                    if ticket_ids:
+                        for ticket in ticket_ids:
+                            deadline_date = False
+                            if alarm.sh_reminder_unit == 'Hour(s)' and ticket.sh_due_date:
+                                deadline_date_hours_added = ticket.sh_due_date + timedelta(hours = 5,minutes=30,seconds=0)
+                                deadline_date = deadline_date_hours_added - timedelta(hours = alarm.sh_remind_before)
+                            elif alarm.sh_reminder_unit == 'Minute(s)' and ticket.sh_due_date:
+                                deadline_date_minutes_added = ticket.sh_due_date + timedelta(hours = 5,minutes=30,seconds=0)
+                                deadline_date = deadline_date_minutes_added - timedelta(minutes = alarm.sh_remind_before)
+                            elif alarm.sh_reminder_unit == 'Second(s)' and ticket.sh_due_date:
+                                deadline_date_seconds_added = ticket.sh_due_date + timedelta(hours = 5,minutes=30,seconds=0)
+                                deadline_date = deadline_date_seconds_added - timedelta(seconds = alarm.sh_remind_before)
+                            if deadline_date and deadline_date != False:
+                                if alarm.type == 'popup':
+                                    now = fields.Datetime.now() + timedelta(hours = 5,minutes=30,seconds=0)
+                                    if fields.Date.today() == deadline_date.date() and deadline_date.hour == now.hour and deadline_date.minute == now.minute:
+                                        notifications = []
+                                        message="<h2><u>Ticket Information</u></h2></br>"
+                                        if ticket.create_date:
+                                            message+="<strong>Create Date :</strong>"+str(ticket.create_date) + "</br>"
+                                        if ticket.sh_due_date:
+                                            message+="<strong>Due Date :</strong>"+str(ticket.sh_due_date) + "</br>"
+                                        if ticket.subject_id:
+                                            message+="<strong>Subject :</strong>"+str(ticket.subject_id.name) + "</br>"
+                                        if ticket.ticket_type:
+                                            message+="<strong>Type :</strong>"+str(ticket.ticket_type.name) + "</br>"
+                                        if ticket.category_id:
+                                            message+="<strong>Category :</strong>"+str(ticket.category_id.name) + "</br>"
+                                        if ticket.sub_category_id:
+                                            message+="<strong>Sub Category :</strong>"+str(ticket.sub_category_id.name) + "</br>"
+                                        if ticket.priority:
+                                            message+="<strong>Priority :</strong>"+str(ticket.priority.name) + "</br>"
+                                        if ticket.team_id:
+                                            message+="<strong>Team :</strong>"+str(ticket.team_id.name) + "</br>"
+                                        if ticket.team_head:
+                                            message+="<strong>Team Head :</strong>"+str(ticket.team_head.name) + "</br>"
+                                        if ticket.user_id:
+                                            message+="<strong>Assigned To :</strong>"+str(ticket.user_id.name) + "</br>"
+                                        multi_users = []
+                                        if ticket.sh_user_ids:
+                                            for user in ticket.sh_user_ids: 
+                                                if user.name not in multi_users:
+                                                    multi_users.append(user.name)
+                                        if len(multi_users) > 0:
+                                            message+='<strong>Assigned Users : </strong>'
+                                            for user_name in multi_users:
+                                                message+='<span class="badge badge-info" style="padding-right:5px">'+str(user_name) +'</span>'
+                                            message+='</br>'
+                                        tags = []
+                                        if ticket.tag_ids:
+                                            for tag in ticket.tag_ids: 
+                                                if tag.name not in tags:
+                                                    tags.append(tag.name)
+                                        if len(tags) > 0:
+                                            message+='<strong>Tags : </strong>'
+                                            for tag_name in tags:
+                                                message+='<span class="badge badge-info" style="padding-right:5px">'+str(tag_name) +'</span>'
+                                            message+='</br>'
+                                        products = []
+                                        if ticket.product_ids:
+                                            for product in ticket.product_ids: 
+                                                if product.name_get()[0][1] not in products:
+                                                    products.append(product.name_get()[0][1])
+                                        if len(products) > 0:
+                                            message+='<strong>Products : </strong>'
+                                            for product_name in products:
+                                                message+='<span class="badge badge-info" style="padding-right:5px">'+str(product_name) +'</span>'
+                                            message+='</br>'
+                                        if ticket.partner_id:
+                                            message+="<strong>Partner :</strong>"+str(ticket.partner_id.name) + "</br>"
+                                        if ticket.person_name:
+                                            message+="<strong>Person Name :</strong>"+str(ticket.person_name) + "</br>"
+                                        if ticket.email:
+                                            message+="<strong>Email :</strong>"+str(ticket.email) + "</br>"
+                                        model_href = str(self.env['ir.config_parameter'].sudo().get_param('web.base.url')) + '/web#id='+str(ticket.id)+'&model=helpdesk.ticket&view_type=form'
+                                        message+="<a style='color:#7C7BAD;padding-right:10px' class='btn btn-link' data-dismiss='toast'>Close</a>"
+                                        message+="<a href="+str(model_href)+" target='_blank' class='btn btn-link' style='padding-right:10px;'>Ticket</a>"
+                                        partners=[]
+                                        if ticket.team_head:
+                                            if ticket.team_head.partner_id.id not in partners:
+                                                partners.append(ticket.team_head.partner_id.id)
+                                        if ticket.user_id:
+                                            if ticket.user_id.partner_id.id not in partners:
+                                                partners.append(ticket.user_id.partner_id.id)
+                                        if ticket.sh_user_ids:
+                                            for user_id in ticket.sh_user_ids: 
+                                                if user_id.partner_id.id not in partners:
+                                                    partners.append(user_id.partner_id.id)
+                                        if len(partners) > 0:
+                                            for partner_id in partners:
+                                                notifications.append([
+                                                        (self._cr.dbname, 'res.partner', partner_id),
+                                                        {'type': 'user_connection', 'title': _('Ticket Reminder '+'('+str(ticket.name)+')'), 'message':  message, 'sticky': True, 'warning': False}
+                                                    ])
+                                        self.env['bus.bus'].sendmany(notifications)
+                                elif alarm.type == 'email':
+                                    now = fields.Datetime.now() + timedelta(hours = 5,minutes=30,seconds=0)
+                                    email_formatted=[]
+                                    if ticket.team_head:
+                                        if str(ticket.team_head.partner_id.email_formatted) not in email_formatted:
+                                            email_formatted.append(str(ticket.team_head.email_formatted))
+                                    if ticket.user_id:
+                                        if str(ticket.user_id.partner_id.email_formatted) not in email_formatted:
+                                            email_formatted.append(str(ticket.user_id.email_formatted))
+                                    if ticket.sh_user_ids:
+                                        for user_id in ticket.sh_user_ids: 
+                                            if str(user_id.partner_id.email_formatted) not in email_formatted:
+                                                email_formatted.append(str(user_id.partner_id.email_formatted))
+                                    if fields.Date.today() == deadline_date.date() and deadline_date.hour == now.hour and deadline_date.minute == now.minute:
+                                        reminder_template = self.env.ref('sh_helpdesk.sh_ticket_reminder_mail_template')
+                                        if reminder_template and len(email_formatted) > 0:
+                                            emails = ','.join(email_formatted)
+                                            email_values = {'email_to':emails}
+                                            reminder_template.sudo().send_mail(ticket.id, force_send=True,email_values=email_values)
diff --git a/sh_helpdesk/models/helpdesk_category.py b/sh_helpdesk/models/helpdesk_category.py
new file mode 100644
index 0000000..acbb430
--- /dev/null
+++ b/sh_helpdesk/models/helpdesk_category.py
@@ -0,0 +1,19 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import models, fields, api
+
+
+class HelpdeskCategory(models.Model):
+    _name = 'helpdesk.category'
+    _description = 'Helpdesk Category'
+    _rec_name = 'name'
+
+    sequence = fields.Integer(string="Sequence")
+    name = fields.Char(required=True, string='Name',translate=True)
+
+    @api.model
+    def create(self, values):
+        sequence = self.env['ir.sequence'].next_by_code('helpdesk.category')
+        values['sequence'] = sequence
+        return super(HelpdeskCategory, self).create(values)
diff --git a/sh_helpdesk/models/helpdesk_config_settings.py b/sh_helpdesk/models/helpdesk_config_settings.py
new file mode 100644
index 0000000..0136499
--- /dev/null
+++ b/sh_helpdesk/models/helpdesk_config_settings.py
@@ -0,0 +1,109 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import models, fields, api
+
+
+class ResCompany(models.Model):
+    _inherit = 'res.company'
+
+    category = fields.Boolean('Category')
+    sub_category = fields.Boolean('Sub Category')
+    customer_rating = fields.Boolean('Customer Rating')
+    auto_close_ticket = fields.Boolean('Auto Close Ticket')
+    close_days = fields.Integer('No of Days')
+    new_stage_id = fields.Many2one(
+        'helpdesk.stages', string="Draft/New Stage")
+    done_stage_id = fields.Many2one('helpdesk.stages', string="Resolved Stage")
+    cancel_stage_id = fields.Many2one('helpdesk.stages', string="Cancel Stage")
+    allocation_mail_template_id = fields.Many2one(
+        'mail.template', string='Ticket Allocation To User Mail Template')
+    reply_mail_template_id = fields.Many2one(
+        'mail.template', string='Ticket Reply Mail Template')
+    dashboard_filter = fields.Many2many(
+        'helpdesk.stages', 'rel_company_stage_counter', string="Dashbaord Filter", required=True)
+    dashboard_tables = fields.Many2many(
+        'helpdesk.stages', 'rel_company_stage_tables', string="Dashbaord Tables", required=True)
+    reopen_stage_id = fields.Many2one(
+        'helpdesk.stages', string="Re-Opened Stage")
+    close_stage_id = fields.Many2one('helpdesk.stages', string="Closed Stage")
+    sh_default_team_id = fields.Many2one(
+        'helpdesk.team', string="Default Team")
+    sh_default_user_id = fields.Many2one(
+        'res.users', string="Default Assign User")
+    sh_display_multi_user = fields.Boolean('Display Multi Users ?')
+    sh_configure_activate = fields.Boolean(
+        'Manage Products')
+    sh_display_ticket_reminder = fields.Boolean('Ticket Reminder ?')
+    sh_ticket_product_detail = fields.Boolean(
+        "Ticket Product details in Message?", default=True)
+    sh_signature = fields.Boolean("Signature?", default=True)
+    sh_display_in_chatter = fields.Boolean(
+        "Display in Chatter Message?", default=True)
+    sh_pdf_in_message = fields.Boolean(
+        "Send Report URL in Message?", default=True)
+    sh_ticket_url_in_message = fields.Boolean("Send Ticket URL in Message?", default=True)
+    sh_receive_email_seeing_ticket = fields.Boolean('Get email when customer view ticket ?')
+    sh_auto_add_customer_as_follower = fields.Boolean('Auto add customer as follower when create ticket ?',default=True)
+
+
+class HelpdeskSettings(models.TransientModel):
+    _inherit = 'res.config.settings'
+
+    company_id = fields.Many2one('res.company', string='Company', required=True,
+                                 default=lambda self: self.env.company)
+    category = fields.Boolean(
+        string='Category', related='company_id.category', readonly=False)
+    sub_category = fields.Boolean(
+        string='Sub Category', related='company_id.sub_category', readonly=False)
+    customer_rating = fields.Boolean(
+        string='Customer Rating', related='company_id.customer_rating', readonly=False)
+    auto_close_ticket = fields.Boolean(
+        string='Auto Close Ticket', related='company_id.auto_close_ticket', readonly=False)
+    close_days = fields.Integer(
+        string='No of Days', related='company_id.close_days', readonly=False)
+    new_stage_id = fields.Many2one('helpdesk.stages', string="Draft/New Stage",
+                                   related='company_id.new_stage_id', readonly=False)
+    done_stage_id = fields.Many2one(
+        'helpdesk.stages', string="Resolved Stage", related='company_id.done_stage_id', readonly=False)
+    cancel_stage_id = fields.Many2one(
+        'helpdesk.stages', string="Cancel Stage", related='company_id.cancel_stage_id', readonly=False)
+    allocation_mail_template_id = fields.Many2one(
+        'mail.template', string='Ticket Allocation To User Mail Template', related='company_id.allocation_mail_template_id', readonly=False)
+    reply_mail_template_id = fields.Many2one(
+        'mail.template', string='Ticket Reply Mail Template', related='company_id.reply_mail_template_id', readonly=False)
+    dashboard_filter = fields.Many2many('helpdesk.stages', 'rel_company_stage_counter',
+                                        string="Dashbaord Filter", related="company_id.dashboard_filter", readonly=False, required=True)
+    dashboard_tables = fields.Many2many('helpdesk.stages', 'rel_company_stage_tables',
+                                        string="Dashbaord Tables", related="company_id.dashboard_tables", readonly=False, required=True)
+    reopen_stage_id = fields.Many2one(
+        'helpdesk.stages', string="Re-Opened Stage", readonly=False, related='company_id.reopen_stage_id')
+    close_stage_id = fields.Many2one(
+        'helpdesk.stages', string="Closed Stage", readonly=False, related='company_id.close_stage_id')
+    sh_default_team_id = fields.Many2one(
+        'helpdesk.team', string="Default Team", readonly=False, related='company_id.sh_default_team_id')
+    sh_default_user_id = fields.Many2one(
+        'res.users', string="Default Assign User", readonly=False, related='company_id.sh_default_user_id')
+    sh_display_multi_user = fields.Boolean(
+        'Display Multi Users ?', related='company_id.sh_display_multi_user', readonly=False)
+    sh_configure_activate = fields.Boolean(
+        'Manage Products', related='company_id.sh_configure_activate', readonly=False)
+    sh_display_ticket_reminder = fields.Boolean('Ticket Reminder ?',related='company_id.sh_display_ticket_reminder',readonly=False)
+    sh_ticket_product_detail = fields.Boolean(
+        "Ticket Product details in Message?",related='company_id.sh_ticket_product_detail',readonly=False)
+    sh_signature = fields.Boolean("Signature?",related='company_id.sh_signature',readonly=False)
+    sh_display_in_chatter = fields.Boolean(
+        "Display in Chatter Message?",related='company_id.sh_display_in_chatter',readonly=False)
+    sh_pdf_in_message = fields.Boolean(
+        "Send Report URL in Message?",related='company_id.sh_pdf_in_message',readonly=False)
+    sh_ticket_url_in_message = fields.Boolean("Send Ticket URL in Message?",related='company_id.sh_ticket_url_in_message',readonly=False)
+    sh_receive_email_seeing_ticket = fields.Boolean('Get email when customer view ticket ?',related='company_id.sh_receive_email_seeing_ticket',readonly=False)
+    sh_auto_add_customer_as_follower = fields.Boolean('Auto add customer as follower when create ticket ?',related='company_id.sh_auto_add_customer_as_follower',readonly=False)
+
+    @ api.onchange('sh_default_team_id')
+    def onchange_sh_default_team_id(self):
+        if self.sh_default_team_id:
+            domain = {}
+            domain = {'sh_default_user_id': [
+                ('id', 'in', self.sh_default_team_id.team_members.ids)]}
+            return {'domain': domain}
diff --git a/sh_helpdesk/models/helpdesk_policies.py b/sh_helpdesk/models/helpdesk_policies.py
new file mode 100644
index 0000000..6efa762
--- /dev/null
+++ b/sh_helpdesk/models/helpdesk_policies.py
@@ -0,0 +1,55 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import models, fields
+
+
+class HelpdeskSLAPolicies(models.Model):
+    _name = 'sh.helpdesk.sla'
+    _description = 'Helpdesk SLA Policies'
+
+    def get_deafult_company(self):
+        company_id = self.env.company
+        return company_id
+
+    name = fields.Char('Name',required=True)
+    sh_team_id = fields.Many2one('helpdesk.team','Helpdesk Team',required=True)
+    sh_ticket_type_id = fields.Many2one('helpdesk.ticket.type','Helpdesk Team Type')
+    sh_sla_target_type = fields.Selection([('reaching_stage','Reaching Stage'),('assign_to','Assigned To')],default='reaching_stage',string='SLA Target Type')
+    sh_stage_id = fields.Many2one('helpdesk.stages',string='Reach Stage')
+    sh_days = fields.Integer('Days',required=True)
+    sh_hours = fields.Integer('Hours',required=True)
+    sh_minutes = fields.Integer('Minutes',required=True)
+    company_id = fields.Many2one(
+        'res.company', string="Company", default=get_deafult_company)
+    sla_ticket_count = fields.Integer(compute='_compute_helpdesk_ticket_sla')
+    
+    def _compute_helpdesk_ticket_sla(self):
+        for record in self:
+            record.sla_ticket_count = 0
+            tickets = self.env['helpdesk.ticket'].search(
+                [('sh_sla_policy_ids', 'in', self.ids)], limit=None)
+            record.sla_ticket_count = len(tickets.ids)
+    
+    
+    def action_view_tickets(self):
+        self.ensure_one()
+        tickets = self.env['helpdesk.ticket'].sudo().search(
+            [('sh_sla_policy_ids', 'in', self.ids)])
+        action = self.env["ir.actions.actions"]._for_xml_id(
+            "sh_helpdesk.helpdesk_ticket_action")
+        if len(tickets) > 1:
+            action['domain'] = [('id', 'in', tickets.ids)]
+        elif len(tickets) == 1:
+            form_view = [
+                (self.env.ref('sh_helpdesk.helpdesk_ticket_form_view').id, 'form')]
+            if 'views' in action:
+                action['views'] = form_view + \
+                    [(state, view)
+                     for state, view in action['views'] if view != 'form']
+            else:
+                action['views'] = form_view
+            action['res_id'] = tickets.id
+        else:
+            action = {'type': 'ir.actions.act_window_close'}
+        return action
\ No newline at end of file
diff --git a/sh_helpdesk/models/helpdesk_priority.py b/sh_helpdesk/models/helpdesk_priority.py
new file mode 100644
index 0000000..de1bf78
--- /dev/null
+++ b/sh_helpdesk/models/helpdesk_priority.py
@@ -0,0 +1,20 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import models, fields, api
+
+
+class HelpdeskPriority(models.Model):
+    _name = 'helpdesk.priority'
+    _description = 'Helpdesk Priority'
+    _rec_name = 'name'
+
+    sequence = fields.Integer(string="Sequence")
+    name = fields.Char(required=True, translate=True, string="Name")
+    color = fields.Char(string="Color")
+
+    @api.model
+    def create(self, values):
+        sequence = self.env['ir.sequence'].next_by_code('helpdesk.priority')
+        values['sequence'] = sequence
+        return super(HelpdeskPriority, self).create(values)
diff --git a/sh_helpdesk/models/helpdesk_so.py b/sh_helpdesk/models/helpdesk_so.py
new file mode 100644
index 0000000..07806e9
--- /dev/null
+++ b/sh_helpdesk/models/helpdesk_so.py
@@ -0,0 +1,18 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import models, fields, api, _
+import random
+import datetime
+from odoo.exceptions import UserError
+from odoo.tools import email_re
+
+
+class HelpdeskSO(models.Model):
+    _name = 'sh.helpdesk.so'
+    _inherit = ['portal.mixin', 'mail.thread', 'mail.activity.mixin']
+    _description = "Helpdesk Sale Order"
+
+    
+
+
diff --git a/sh_helpdesk/models/helpdesk_stages.py b/sh_helpdesk/models/helpdesk_stages.py
new file mode 100644
index 0000000..66e4023
--- /dev/null
+++ b/sh_helpdesk/models/helpdesk_stages.py
@@ -0,0 +1,31 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import models, fields
+
+
+class HelpdeskStages(models.Model):
+    _name = 'helpdesk.stages'
+    _description = "Helpdesk Stages"
+    _order = 'sequence ASC'
+    _rec_name = 'name'
+
+    name = fields.Char("Name", required=True,translate=True)
+    mail_template_ids = fields.Many2many(
+        'mail.template', string='Mail Template')
+    sh_next_stage = fields.Many2one(
+        comodel_name='helpdesk.stages',
+        string='Next Stage',
+    )
+
+    sh_group_ids = fields.Many2many(
+        comodel_name='res.groups',
+        string='Groups'
+    )
+    is_cancel_button_visible = fields.Boolean(
+        string='Is Cancel Button Visible ?'
+    )
+    is_done_button_visible = fields.Boolean(
+        string='Is Resolved Button Visible ?'
+    )
+    sequence = fields.Integer(string="Sequence")
diff --git a/sh_helpdesk/models/helpdesk_subcategory.py b/sh_helpdesk/models/helpdesk_subcategory.py
new file mode 100644
index 0000000..1dea790
--- /dev/null
+++ b/sh_helpdesk/models/helpdesk_subcategory.py
@@ -0,0 +1,22 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import models, fields, api
+
+
+class HelpdeskSubCategory(models.Model):
+    _name = 'helpdesk.subcategory'
+    _description = 'Helpdesk SubCategory'
+    _rec_name = 'name'
+
+    sequence = fields.Integer(string="Sequence")
+    name = fields.Char(required=True, translate=True,
+                       string='Sub Category Name')
+    parent_category_id = fields.Many2one(
+        'helpdesk.category', required=True, string="Parent Category")
+
+    @api.model
+    def create(self, values):
+        sequence = self.env['ir.sequence'].next_by_code('helpdesk.subcategory')
+        values['sequence'] = sequence
+        return super(HelpdeskSubCategory, self).create(values)
diff --git a/sh_helpdesk/models/helpdesk_subject_type.py b/sh_helpdesk/models/helpdesk_subject_type.py
new file mode 100644
index 0000000..b5c4174
--- /dev/null
+++ b/sh_helpdesk/models/helpdesk_subject_type.py
@@ -0,0 +1,12 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import models, fields
+
+
+class HelpdeskSubjectType(models.Model):
+    _name = 'helpdesk.sub.type'
+    _description = 'Helpdesk Subject Type'
+    _rec_name = 'name'
+
+    name = fields.Char('Name', required=True,translate=True)
diff --git a/sh_helpdesk/models/helpdesk_tags.py b/sh_helpdesk/models/helpdesk_tags.py
new file mode 100644
index 0000000..876ca08
--- /dev/null
+++ b/sh_helpdesk/models/helpdesk_tags.py
@@ -0,0 +1,25 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import models, fields, api
+import random
+
+
+class HelpdeskTags(models.Model):
+    _name = 'helpdesk.tags'
+    _description = 'Helpdesk Tags'
+    _rec_name = 'name'
+
+    name = fields.Char("Name", required=True,translate=True)
+    color = fields.Integer(string='Color Index')
+
+    _sql_constraints = [
+        ('name_uniq', 'unique (name)', "Tag name already exists!"),
+    ]
+
+    @api.model
+    def create(self, vals):
+        res = super(HelpdeskTags, self).create(vals)
+        number = random.randrange(1, 10)
+        res.color = number
+        return res
diff --git a/sh_helpdesk/models/helpdesk_team.py b/sh_helpdesk/models/helpdesk_team.py
new file mode 100644
index 0000000..437cd67
--- /dev/null
+++ b/sh_helpdesk/models/helpdesk_team.py
@@ -0,0 +1,45 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import models, fields
+
+
+class HelpdeskTeam(models.Model):
+    _name = 'helpdesk.team'
+    _description = 'Helpdesk Team'
+    _rec_name = 'name'
+
+    name = fields.Char('Name', required=True,translate=True)
+    team_head = fields.Many2one('res.users', 'Team Head', required=True,domain=['|',('share','=',False),('sh_portal_user_access','!=',False)])
+    team_members = fields.Many2many('res.users', string="Team Members",domain=['|',('share','=',False),('sh_portal_user_access','!=',False)])
+    sh_resource_calendar_id = fields.Many2one('resource.calendar',string="Working Schedule",required=True,default=lambda self: self.env.company.resource_calendar_id)
+    sla_count = fields.Integer(compute='_compute_helpdesk_sla')
+    
+    def _compute_helpdesk_sla(self):
+        for record in self:
+            record.sla_count = 0
+            slas = self.env['helpdesk.ticket'].sudo().search(
+            [('team_id', '=', self.id),('sh_sla_status_ids','!=',False)])
+            record.sla_count = len(slas.ids)
+    
+    def action_view_sla(self):
+        self.ensure_one()
+        slas = self.env['helpdesk.ticket'].sudo().search(
+            [('team_id', '=', self.id),('sh_sla_status_ids','!=',False)])
+        action = self.env["ir.actions.actions"]._for_xml_id(
+            "sh_helpdesk.helpdesk_ticket_action")
+        if len(slas) > 1:
+            action['domain'] = [('id', 'in', slas.ids)]
+        elif len(slas) == 1:
+            form_view = [
+                (self.env.ref('sh_helpdesk.helpdesk_ticket_form_view').id, 'form')]
+            if 'views' in action:
+                action['views'] = form_view + \
+                    [(state, view)
+                     for state, view in action['views'] if view != 'form']
+            else:
+                action['views'] = form_view
+            action['res_id'] = slas.id
+        else:
+            action = {'type': 'ir.actions.act_window_close'}
+        return action
\ No newline at end of file
diff --git a/sh_helpdesk/models/helpdesk_ticket.py b/sh_helpdesk/models/helpdesk_ticket.py
new file mode 100644
index 0000000..a2bcb45
--- /dev/null
+++ b/sh_helpdesk/models/helpdesk_ticket.py
@@ -0,0 +1,1079 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import models, fields, api, _, SUPERUSER_ID
+import random
+from datetime import timedelta
+from odoo.exceptions import UserError
+from odoo.tools import email_re
+import uuid
+
+
+class HelpdeskSLAStatus(models.Model):
+    _name = 'sh.helpdesk.sla.status'
+    _description = "Helpdesk Ticket SLA Status"
+    _table = 'sh_helpdesk_sla_status'
+    _order = 'id ASC'
+    _rec_name = 'sh_sla_id'
+
+    sh_ticket_id = fields.Many2one('helpdesk.ticket',
+                                   string='Ticket',
+                                   required=True,
+                                   ondelete='cascade',
+                                   index=True)
+    sh_sla_id = fields.Many2one('sh.helpdesk.sla',
+                                required=True,
+                                ondelete='cascade')
+    sh_sla_stage_id = fields.Many2one('helpdesk.stages',
+                                      related='sh_sla_id.sh_stage_id',
+                                      store=True)
+    sh_deadline = fields.Datetime("SLA Deadline",
+                                  compute='_compute_sh_deadline',
+                                  compute_sudo=True,
+                                  store=True)
+    sh_status = fields.Selection([('sla_failed', 'Failed'),
+                                  ('sla_passed', 'Passed'),
+                                  ('sh_partially_passed', 'Partially Passed')],
+                                 string="Status")
+    color = fields.Integer("Color Index", compute='_compute_sh_color')
+    sh_done_sla_date = fields.Datetime('SLA Done Date')
+
+    @api.depends('sh_ticket_id.create_date', 'sh_sla_id')
+    def _compute_sh_deadline(self):
+        for rec in self:
+            sla_deadline = rec.sh_ticket_id.create_date
+            working_schedule = rec.sh_ticket_id.team_id.sh_resource_calendar_id
+            if not working_schedule:
+                rec.sh_deadline = sla_deadline
+                continue
+            if rec.sh_sla_id.sh_days > 0:
+                sla_deadline = working_schedule.plan_days(
+                    rec.sh_sla_id.sh_days + 1,
+                    sla_deadline,
+                    compute_leaves=True)
+                ticket_create_dt = rec.sh_ticket_id.create_date
+                sla_deadline = sla_deadline.replace(
+                    hour=ticket_create_dt.hour,
+                    minute=ticket_create_dt.minute,
+                    second=ticket_create_dt.second,
+                    microsecond=ticket_create_dt.microsecond)
+            rec.sh_deadline = working_schedule.plan_hours(
+                rec.sh_sla_id.sh_hours, sla_deadline, compute_leaves=True)
+
+    @api.depends('sh_status')
+    def _compute_sh_color(self):
+        for rec in self:
+            rec._compute_sh_deadline()
+            if rec.sh_status == 'sla_failed':
+                rec.color = 1
+            elif rec.sh_status == 'sla_passed':
+                rec.color = 10
+            elif rec.sh_status == 'sh_partially_passed':
+                rec.color = 4
+            else:
+                rec.color = 0
+
+
+class HelpdeskTicket(models.Model):
+    _name = 'helpdesk.ticket'
+    _inherit = ['portal.mixin', 'mail.thread', 'mail.activity.mixin']
+    _description = "Helpdesk Ticket"
+    _order = 'id DESC'
+    _rec_name = 'name'
+    _primary_email = ['email']
+
+    def get_deafult_company(self):
+        company_id = self.env.company
+        return company_id
+
+    @api.model
+    def get_default_stage(self):
+        company_id = self.env.company
+        stage_id = self.env['helpdesk.stages'].sudo().search(
+            [('id', '=', company_id.new_stage_id.id)], limit=1)
+        return stage_id.id
+
+    @api.model
+    def default_due_date(self):
+        return fields.Datetime.now()
+
+    name = fields.Char("Name", tracking=True)
+    company_id = fields.Many2one('res.company',
+                                 string="Company",
+                                 default=get_deafult_company)
+    done_stage_boolean = fields.Boolean('Done Stage',
+                                        compute='_compute_stage_booleans',
+                                        store=True)
+    cancel_stage_boolean = fields.Boolean('Cancel Stage',
+                                          compute='_compute_stage_booleans',
+                                          store=True)
+    reopen_stage_boolean = fields.Boolean('Reopened Stage',
+                                          compute='_compute_stage_booleans',
+                                          store=True)
+    closed_stage_boolean = fields.Boolean('Closed Stage',
+                                          compute='_compute_stage_booleans',
+                                          store=True)
+    open_boolean = fields.Boolean('Open Ticket',
+                                  compute='_compute_stage_booleans',
+                                  store=True)
+    cancel_button_boolean = fields.Boolean(
+        "Cancel Button",
+        compute='_compute_cancel_button_boolean',
+        search='_search_cancel_button_boolean')
+    done_button_boolean = fields.Boolean(
+        "Done Button",
+        compute='_compute_done_button_boolean',
+        search='_search_done_button_boolean')
+    state = fields.Selection([('customer_replied', 'Customer Replied'),
+                              ('staff_replied', 'Staff Replied')],
+                             string="Replied Status",
+                             default='customer_replied',
+                             required=True,
+                             tracking=True)
+    active = fields.Boolean(
+        'Active',
+        default=True,
+        help=
+        "If unchecked, it will allow you to hide the product without removing it."
+    )
+    ticket_from_website = fields.Boolean('Ticket From Website')
+    ticket_from_portal = fields.Boolean('Ticket From Portal')
+    cancel_reason = fields.Char("Cancel Reason", tracking=True, translate=True)
+    tag_ids = fields.Many2many('helpdesk.tags', string="Tags")
+    priority = fields.Many2one('helpdesk.priority',
+                               string='Priority',
+                               tracking=True)
+    stage_id = fields.Many2one('helpdesk.stages',
+                               string="Stage",
+                               default=get_default_stage,
+                               tracking=True,
+                               index=True,
+                               group_expand='_read_group_stage_ids')
+    ticket_type = fields.Many2one('helpdesk.ticket.type',
+                                  string='Ticket Type',
+                                  tracking=True)
+    team_id = fields.Many2one('helpdesk.team', string='Team', tracking=True)
+    team_head = fields.Many2one('res.users', "Team Head", tracking=True)
+    user_id = fields.Many2one('res.users',
+                              string="Assigned User",
+                              tracking=True)
+    subject_id = fields.Many2one('helpdesk.sub.type',
+                                 string='Ticket Subject Type',
+                                 tracking=True)
+    category_id = fields.Many2one('helpdesk.category',
+                                  string="Category",
+                                  tracking=True)
+    sub_category_id = fields.Many2one('helpdesk.subcategory',
+                                      string="Sub Category")
+    partner_id = fields.Many2one('res.partner',
+                                 string='Partner',
+                                 tracking=True,
+                                 required=True)
+    person_name = fields.Char(string='Person Name', tracking=True)
+    email = fields.Char(string='Email', tracking=True)
+    close_date = fields.Datetime(string='Close Date', tracking=True)
+    close_by = fields.Many2one('res.users', string='Closed By', tracking=True)
+    cancel_date = fields.Datetime(string='Cancelled Date', tracking=True)
+    cancel_by = fields.Many2one('res.users',
+                                string='Cancelled By',
+                                tracking=True)
+    replied_date = fields.Datetime('Replied Date', tracking=True)
+    product_ids = fields.Many2many('product.product', string='Products')
+
+    comment = fields.Text(string="Comment", tracking=True, translate=True)
+    description = fields.Html('Description', tracking=True)
+    color = fields.Integer(string='Color Index')
+    priority_new = fields.Selection([('1', 'Very Low'), ('2', 'Low'),
+                                     ('3', 'Normal'), ('4', 'High'),
+                                     ('5', 'Very High'), ('6', 'Excellent')],
+                                    string="Customer Rating",
+                                    tracking=True)
+    customer_comment = fields.Text("Customer Comment", tracking=True)
+
+    attachment_ids = fields.Many2many('ir.attachment', string="Attachments")
+    form_url = fields.Char('Form Url', compute='_compute_form_url')
+    category_bool = fields.Boolean(string='Category Setting',
+                                   related='company_id.category',
+                                   store=True)
+    sub_category_bool = fields.Boolean(string='Sub Category Setting',
+                                       related='company_id.sub_category',
+                                       store=True)
+    rating_bool = fields.Boolean(string='Rating Setting',
+                                 related='company_id.customer_rating',
+                                 store=True)
+    ticket_allocated = fields.Boolean("Allocated")
+    sh_user_ids = fields.Many2many('res.users', string="Assign Multi Users")
+    sh_display_multi_user = fields.Boolean(
+        compute="_compute_sh_display_multi_user")
+    sh_display_product = fields.Boolean(compute='_compute_sh_display_product')
+    sh_status = fields.Selection([('sla_failed', 'Failed'),
+                                  ('sla_passed', 'Passed'),
+                                  ('sh_partially_passed', 'Partially Passed')],
+                                 string="Status")
+    sh_sla_policy_ids = fields.Many2many('sh.helpdesk.sla',
+                                         'sh_helpdesk_sla_status',
+                                         'sh_ticket_id',
+                                         'sh_sla_id',
+                                         string="Helpdesk SLA Policies",
+                                         copy=False)
+    sh_sla_status_ids = fields.One2many('sh.helpdesk.sla.status',
+                                        'sh_ticket_id',
+                                        string="Helpdesk SLA Status")
+    sh_sla_deadline = fields.Datetime('SLA Deadline',
+                                      compute='_compute_sh_sla_deadline',
+                                      store=True)
+    sh_status_boolean = fields.Boolean(compute='_compute_state_boolean')
+    sh_days_to_reach = fields.Float(string='SLA reached duration',
+                                    compute='_compute_days_to_reach',
+                                    store=True)
+    sh_days_to_late = fields.Float(string='SLA late duration',
+                                   compute='_compute_days_to_late',
+                                   store=True)
+    sh_due_date = fields.Datetime('Reminder Due Date',
+                                  default=default_due_date)
+    sh_ticket_alarm_ids = fields.Many2many('sh.ticket.alarm',
+                                           string='Ticket Reminders')
+    sh_ticket_report_url = fields.Char(compute='_compute_report_url')
+    report_token = fields.Char("Access Token")
+    portal_ticket_url_wp = fields.Char(compute='_compute_ticket_portal_url_wp')
+    mobile_no = fields.Char('Mobile')
+    email_subject = fields.Char('Subject')
+
+    # <-- MULTI ACTION FOR MASS UPDATE ASSIGN-TO,MULTI-USER & STATE // ADD/REMOVE FOLLOWER-->
+
+    def action_mass_update_wizard(self):
+        return {
+            'name':
+            'Mass Update Ticket',
+            'res_model':
+            'sh.helpdesk.ticket.mass.update.wizard',
+            'view_mode':
+            'form',
+            'context': {
+                'default_helpdesks_ticket_ids':
+                [(6, 0, self.env.context.get('active_ids'))],
+                'default_check_sh_display_multi_user':
+                self.env.user.company_id.sh_display_multi_user
+            },
+            'view_id':
+            self.env.ref(
+                'sh_helpdesk.sh_helpdesk_ticket_mass_update_wizard_form_view').
+            id,
+            'target':
+            'new',
+            'type':
+            'ir.actions.act_window'
+        }
+
+    @api.model
+    def _read_group_stage_ids(self, stages, domain, order):
+        all_stages = self.env['helpdesk.stages'].sudo().search([])
+        search_domain = [('id', 'in', all_stages.ids)]
+
+        # perform search
+        stage_ids = stages._search(search_domain,
+                                   order=order,
+                                   access_rights_uid=SUPERUSER_ID)
+        return stages.browse(stage_ids)
+
+    def _search_done_button_boolean(self, operator, value):
+        not_done_ids = []
+        done_ids = []
+        for record in self.search([]):
+            if record.stage_id.is_done_button_visible:
+                done_ids.append(record.id)
+            else:
+                not_done_ids.append(record.id)
+        if operator == '=':
+            return [('id', 'in', done_ids)]
+        elif operator == '!=':
+            return [('id', 'in', not_done_ids)]
+        else:
+            return []
+
+    def _search_cancel_button_boolean(self, operator, value):
+        not_cancel_ids = []
+        cancel_ids = []
+        for record in self.search([]):
+            if record.stage_id.is_cancel_button_visible:
+                cancel_ids.append(record.id)
+            else:
+                not_cancel_ids.append(record.id)
+        if operator == '=':
+            return [('id', 'in', cancel_ids)]
+        elif operator == '!=':
+            return [('id', 'in', not_cancel_ids)]
+        else:
+            return []
+
+    def _compute_ticket_portal_url_wp(self):
+        for rec in self:
+            rec.portal_ticket_url_wp = False
+            if rec.company_id.sh_pdf_in_message:
+                base_url = self.env['ir.config_parameter'].sudo().get_param(
+                    'web.base.url')
+                ticket_url = base_url + rec.get_portal_url()
+                self.sudo().write({'portal_ticket_url_wp': ticket_url})
+
+    def _get_token(self):
+        """ Get the current record access token """
+        if self.report_token:
+            return self.report_token
+        else:
+            report_token = str(uuid.uuid4())
+            self.write({'report_token': report_token})
+            return report_token
+
+    def get_download_report_url(self):
+        url = ''
+        if self.id:
+            self.ensure_one()
+            url = '/download/ht/' + '%s?access_token=%s' % (self.id,
+                                                            self._get_token())
+        return url
+
+    def _compute_report_url(self):
+        for rec in self:
+            rec.sh_ticket_report_url = False
+            if rec.company_id.sh_pdf_in_message:
+                base_url = self.env['ir.config_parameter'].sudo().get_param(
+                    'web.base.url')
+                ticket_url = "%0A%0A Click here to download Ticket Document : %0A" + \
+                    base_url+rec.get_download_report_url()
+                self.sudo().write({
+                    'sh_ticket_report_url':
+                    base_url + rec.get_download_report_url()
+                })
+
+    def action_send_whatsapp(self):
+        self.ensure_one()
+        if not self.partner_id.mobile:
+            raise UserError(_("Partner Mobile Number Not Exist !"))
+        template = self.env.ref('sh_helpdesk.sh_send_whatsapp_email_template')
+
+        ctx = {
+            'default_model': 'helpdesk.ticket',
+            'default_res_id': self.ids[0],
+            'default_use_template': bool(template.id),
+            'default_template_id': template.id,
+            'default_composition_mode': 'comment',
+            'custom_layout': "mail.mail_notification_paynow",
+            'force_email': True,
+            'default_is_wp': True,
+        }
+        attachment_ids = self.env['ir.attachment'].sudo().search([
+            ('res_model', '=', 'helpdesk.ticket'),
+            ('res_id', '=', str(self.id))
+        ])
+        if attachment_ids:
+            ctx.update({'attachment_ids': [(6, 0, attachment_ids.ids)]})
+        return {
+            'type': 'ir.actions.act_window',
+            'view_mode': 'form',
+            'res_model': 'mail.compose.message',
+            'views': [(False, 'form')],
+            'view_id': False,
+            'target': 'new',
+            'context': ctx,
+        }
+
+    def _compute_days_to_reach(self):
+        if self:
+            for rec in self:
+                sh_days_to_reach = 0.0
+                if rec.sh_sla_status_ids:
+                    for line in rec.sh_sla_status_ids:
+                        if line.sh_deadline and line.sh_done_sla_date:
+                            delta = line.sh_done_sla_date - line.sh_deadline
+                            sh_days_to_reach += delta.days
+                rec.sh_days_to_reach = sh_days_to_reach
+
+    def _compute_days_to_late(self):
+        if self:
+            for rec in self:
+                sh_days_to_late = 0.0
+                if rec.sh_sla_status_ids:
+                    for line in rec.sh_sla_status_ids:
+                        if line.sh_deadline and line.sh_done_sla_date:
+                            delta = line.sh_done_sla_date - line.sh_deadline
+                            sh_days_to_late += delta.days
+                rec.sh_days_to_late = sh_days_to_late
+
+    def _compute_state_boolean(self):
+        if self:
+            for rec in self:
+                rec.sh_status_boolean = False
+                sla_passed = rec.sh_sla_status_ids.filtered(
+                    lambda x: x.sh_status == 'sla_passed')
+                sla_failed = rec.sh_sla_status_ids.filtered(
+                    lambda x: x.sh_status == 'sla_failed')
+                if sla_passed and sla_failed:
+                    rec.sh_status = 'sh_partially_passed'
+
+    @api.depends('sh_sla_status_ids.sh_deadline')
+    def _compute_sh_sla_deadline(self):
+        for rec in self:
+            sh_deadline = False
+            status_ids = rec.sh_sla_status_ids.filtered(
+                lambda x: x.sh_status == False)
+            rec.sh_sla_deadline = min(status_ids.mapped(
+                'sh_deadline')) if status_ids else sh_deadline
+
+    @api.model
+    def change_sh_status(self):
+        self.ensure_one()
+        if self.sh_sla_status_ids:
+            for line in self.sh_sla_status_ids:
+                if line.sh_sla_id and line.sh_sla_id.sh_sla_target_type == 'reaching_stage':
+                    if line.sh_sla_id.sh_stage_id.id == self.stage_id.id:
+                        line.sh_done_sla_date = fields.Datetime.now()
+                        line.sh_status = False
+                        self.sh_status = False
+                        if line.sh_done_sla_date and line.sh_deadline:
+                            line.sh_status = 'sla_passed' if line.sh_done_sla_date < line.sh_deadline else 'sla_failed'
+                            self.sh_status = 'sla_passed' if line.sh_done_sla_date < line.sh_deadline else 'sla_failed'
+                        else:
+                            line.sh_status = False if (
+                                not line.sh_deadline or line.sh_deadline >
+                                fields.Datetime.now()) else 'sla_failed'
+                            self.sh_status = False if (
+                                not line.sh_deadline or line.sh_deadline >
+                                fields.Datetime.now()) else 'sla_failed'
+                elif line.sh_sla_id and line.sh_sla_id.sh_sla_target_type == 'assign_to':
+                    if self.user_id or self.sh_user_ids:
+                        line.sh_done_sla_date = fields.Datetime.now()
+                        line.sh_status = False
+                        self.sh_status = False
+                        if line.sh_done_sla_date and line.sh_deadline:
+                            line.sh_status = 'sla_passed' if line.sh_done_sla_date < line.sh_deadline else 'sla_failed'
+                            self.sh_status = 'sla_passed' if line.sh_done_sla_date < line.sh_deadline else 'sla_failed'
+                        else:
+                            line.sh_status = False if (
+                                not line.sh_deadline or line.sh_deadline >
+                                fields.Datetime.now()) else 'sla_failed'
+                            self.sh_status = False if (
+                                not line.sh_deadline or line.sh_deadline >
+                                fields.Datetime.now()) else 'sla_failed'
+
+    @api.onchange('team_id', 'ticket_type')
+    def _onchange_sh_helpdesk_policy_ids(self):
+        if self:
+            for rec in self:
+                rec.sh_sla_policy_ids = [
+                    (6, 0,
+                     rec.helpdesk_sla_create(rec.team_id.id,
+                                             rec.ticket_type.id))
+                ]
+
+    @api.depends('company_id')
+    def _compute_sh_display_multi_user(self):
+        if self:
+            for rec in self:
+                rec.sh_display_multi_user = False
+                if rec.company_id and rec.company_id.sh_display_multi_user:
+                    rec.sh_display_multi_user = True
+
+    @api.depends('company_id')
+    def _compute_sh_display_product(self):
+        if self:
+            for rec in self:
+                rec.sh_display_product = False
+                if rec.company_id and rec.company_id.sh_configure_activate:
+                    rec.sh_display_product = True
+
+    @api.model
+    def message_new(self, msg_dict, custom_values=None):
+        """ Overrides mail_thread message_new that is called by the mailgateway
+            through message_process.
+            This override updates the document according to the email.
+        """
+        defaults = {
+            'email': msg_dict.get('from'),
+            'partner_id': msg_dict.get('author_id', False),
+            'description': msg_dict.get('body'),
+            'email_subject': msg_dict.get('subject') or _("No Subject"),
+            'state': 'customer_replied',
+            'replied_date': msg_dict.get('date')
+        }
+
+        return super(HelpdeskTicket, self).message_new(msg_dict,
+                                                       custom_values=defaults)
+
+    def _message_post_after_hook(self, message, msg_vals):
+        if self.email and not self.partner_id:
+            # we consider that posting a message with a specified recipient (not a follower, a specific one)
+            # on a document without customer means that it was created through the chatter using
+            # suggested recipients. This heuristic allows to avoid ugly hacks in JS.
+            new_partner = message.partner_ids.filtered(
+                lambda partner: partner.email == self.email)
+            if new_partner:
+                self.search([
+                    ('partner_id', '=', False),
+                    ('email', '=', new_partner.email),
+                ]).write({'partner_id': new_partner.id})
+
+        return super(HelpdeskTicket,
+                     self)._message_post_after_hook(message, msg_vals)
+
+    def _compute_form_url(self):
+        if self:
+            base_url = self.env['ir.config_parameter'].sudo().get_param(
+                'web.base.url')
+            url_str = ''
+            action = self.env.ref('sh_helpdesk.helpdesk_ticket_action').id
+            if base_url:
+                url_str += str(base_url) + '/web#'
+            for rec in self:
+                url_str += 'id='+str(rec.id)+'&action='+str(action) + \
+                    '&model=helpdesk.ticket&view_type=form'
+                rec.form_url = url_str
+
+    def _compute_access_url(self):
+        super(HelpdeskTicket, self)._compute_access_url()
+        for ticket in self:
+            ticket.access_url = '/my/tickets/%s' % (ticket.id)
+
+    def _get_report_base_filename(self):
+        self.ensure_one()
+        return '%s %s' % ('Ticket', self.name)
+
+    @api.model
+    def helpdesk_sla_create(self, team_id, ticket_type):
+        self.ensure_one()
+        sla_policy_ids_list = []
+        if self.sh_sla_status_ids:
+            self.sh_sla_status_ids.unlink()
+        if team_id:
+            sla_policy_ids = self.env['sh.helpdesk.sla'].sudo().search([
+                ('sh_team_id', '=', team_id)
+            ])
+            if sla_policy_ids:
+                for policy_id in sla_policy_ids:
+                    if policy_id.id not in sla_policy_ids_list:
+                        sla_policy_ids_list.append(policy_id.id)
+        if ticket_type:
+            if team_id:
+                sla_policy_ids = self.env['sh.helpdesk.sla'].sudo().search([
+                    ('sh_ticket_type_id', '=', ticket_type),
+                    ('sh_team_id', '=', team_id)
+                ])
+                if sla_policy_ids:
+                    for policy_id in sla_policy_ids:
+                        if policy_id.id not in sla_policy_ids_list:
+                            sla_policy_ids_list.append(policy_id.id)
+            elif not team_id:
+                sla_policy_ids = self.env['sh.helpdesk.sla'].sudo().search([
+                    ('sh_ticket_type_id', '=', ticket_type)
+                ])
+                if sla_policy_ids:
+                    for policy_id in sla_policy_ids:
+                        if policy_id.id not in sla_policy_ids_list:
+                            sla_policy_ids_list.append(policy_id.id)
+        return sla_policy_ids_list
+
+    @api.model
+    def create(self, vals):
+        if vals.get('partner_id') == False and vals.get('email', False):
+            emails = email_re.findall(vals.get('email') or '')
+            email = emails and emails[0] or ''
+            name = str(vals.get('email')).split('"')
+            partner_id = self.env['res.partner'].create({
+                'name':
+                name[1],
+                'email':
+                email,
+                'company_type':
+                'person',
+            })
+            vals.update({
+                'partner_id': partner_id.id,
+                'email': email,
+                'person_name': partner_id.name,
+            })
+        if self.env.company.sh_default_team_id and not vals.get(
+                'team_id') and not vals.get('user_id'):
+            vals.update({
+                'team_id':
+                self.env.company.sh_default_team_id.id,
+                'team_head':
+                self.env.company.sh_default_team_id.team_head.id,
+                'user_id':
+                self.env.company.sh_default_user_id.id,
+            })
+        number = random.randrange(1, 10)
+        company_id = self.env.company
+        if 'company_id' in vals:
+            self = self.with_company(vals['company_id'])
+        vals['name'] = self.env['ir.sequence'].next_by_code(
+            'helpdesk.ticket') or _('New')
+        if company_id.new_stage_id:
+            vals['stage_id'] = company_id.new_stage_id.id
+
+        vals['color'] = number
+        res = super(HelpdeskTicket, self).create(vals)
+        #code by nida
+        template_id = self.env.ref('sh_helpdesk.sh_ticket_new_template_to_admin').id
+        template = self.env['mail.template'].browse(template_id)
+        template.sudo().send_mail(res.id, force_send=True)
+        # end by nida
+        if res.sh_sla_status_ids:
+            for line in res.sh_sla_status_ids:
+                line.sh_status = res.sh_status
+        if res.ticket_from_website and res.company_id.new_stage_id.mail_template_ids and res.partner_id:
+            for template in res.company_id.new_stage_id.mail_template_ids:
+                template.sudo().send_mail(res.id, force_send=True)
+        else:
+            if not res.ticket_from_website and res.company_id.new_stage_id.mail_template_ids and res.partner_id:
+                for template in res.company_id.new_stage_id.mail_template_ids:
+                    template.sudo().send_mail(res.id, force_send=True)
+        if res.team_id and res.team_head and res.user_id and res.sh_user_ids:
+            allocation_template = res.company_id.allocation_mail_template_id
+            email_formatted = []
+            if res.team_head.partner_id.email_formatted not in email_formatted:
+                email_formatted.append(
+                    res.team_head.partner_id.email_formatted)
+            if res.user_id.partner_id.email_formatted not in email_formatted:
+                email_formatted.append(res.user_id.partner_id.email_formatted)
+            for user in res.sh_user_ids:
+                if user.id != res.user_id.id:
+                    if user.partner_id.email_formatted not in email_formatted:
+                        email_formatted.append(user.partner_id.email_formatted)
+            email_formatted_str = ','.join(email_formatted)
+            email_values = {
+                'email_from': str(res.team_head.partner_id.email_formatted),
+                'email_to': email_formatted_str
+            }
+            if allocation_template:
+                allocation_template.sudo().send_mail(res.id,
+                                                     force_send=True,
+                                                     email_values=email_values)
+                res.ticket_allocated = True
+        elif res.team_id and res.team_head and res.user_id and not res.sh_user_ids:
+            allocation_template = res.company_id.allocation_mail_template_id
+            email_formatted = []
+            if res.team_head.partner_id.email_formatted not in email_formatted:
+                email_formatted.append(
+                    res.team_head.partner_id.email_formatted)
+            if res.user_id.partner_id.email_formatted not in email_formatted:
+                email_formatted.append(res.user_id.partner_id.email_formatted)
+            email_formatted_str = ','.join(email_formatted)
+            email_values = {
+                'email_from': str(res.team_head.partner_id.email_formatted),
+                'email_to': email_formatted_str
+            }
+            if allocation_template:
+                allocation_template.sudo().send_mail(res.id,
+                                                     force_send=True,
+                                                     email_values=email_values)
+                res.ticket_allocated = True
+        elif res.team_id and res.team_head and not res.user_id and res.sh_user_ids:
+            allocation_template = res.company_id.allocation_mail_template_id
+            email_formatted = []
+            for user in res.sh_user_ids:
+                if user.partner_id.email_formatted not in email_formatted:
+                    email_formatted.append(user.partner_id.email_formatted)
+            email_formatted_str = ','.join(email_formatted)
+            email_values = {
+                'email_from': str(res.team_head.partner_id.email_formatted),
+                'email_to': email_formatted_str
+            }
+            if allocation_template:
+                allocation_template.sudo().send_mail(res.id,
+                                                     force_send=True,
+                                                     email_values=email_values)
+                res.ticket_allocated = True
+        elif not res.team_id and not res.team_head and res.user_id and res.sh_user_ids:
+            allocation_template = res.company_id.allocation_mail_template_id
+            email_formatted = []
+            if res.user_id.partner_id.email_formatted not in email_formatted:
+                email_formatted.append(res.user_id.partner_id.email_formatted)
+            for user in res.sh_user_ids:
+                if user.id != res.user_id.id:
+                    if user.partner_id.email_formatted not in email_formatted:
+                        email_formatted.append(user.partner_id.email_formatted)
+            email_formatted_str = ','.join(email_formatted)
+            email_values = {
+                'email_from': str(res.company_id.partner_id.email_formatted),
+                'email_to': email_formatted_str
+            }
+            if allocation_template:
+                allocation_template.sudo().send_mail(res.id,
+                                                     force_send=True,
+                                                     email_values=email_values)
+                res.ticket_allocated = True
+        elif not res.team_id and not res.team_head and res.user_id and not res.sh_user_ids:
+            allocation_template = res.company_id.allocation_mail_template_id
+            allocation_template.sudo().write({
+                'email_from':
+                str(res.company_id.partner_id.email_formatted),
+                'email_to':
+                str(res.user_id.partner_id.email_formatted),
+                'partner_to':
+                str(res.user_id.partner_id.id)
+            })
+            email_values = {
+                'email_from': str(res.company_id.partner_id.email_formatted),
+                'email_to': str(res.user_id.partner_id.email_formatted)
+            }
+            if allocation_template:
+                allocation_template.sudo().send_mail(res.id,
+                                                     force_send=True,
+                                                     email_values=email_values)
+                res.ticket_allocated = True
+        elif not res.team_id and not res.team_head and not res.user_id and res.sh_user_ids:
+            allocation_template = res.company_id.allocation_mail_template_id
+            email_formatted = []
+            for user in res.sh_user_ids:
+                if user.partner_id.email_formatted not in email_formatted:
+                    email_formatted.append(user.partner_id.email_formatted)
+            email_formatted_str = ','.join(email_formatted)
+            email_values = {
+                'email_from': str(res.company_id.partner_id.email_formatted),
+                'email_to': email_formatted_str
+            }
+            if allocation_template:
+                allocation_template.sudo().send_mail(res.id,
+                                                     force_send=True,
+                                                     email_values=email_values)
+                res.ticket_allocated = True
+        if self.env.company.sh_auto_add_customer_as_follower:
+            res.message_subscribe(partner_ids=res.partner_id.ids)
+        return res
+
+    def write(self, vals):
+        user_groups = self.env.user.groups_id.ids
+        if vals.get('stage_id'):
+            stage_id = self.env['helpdesk.stages'].sudo().search(
+                [('id', '=', vals.get('stage_id'))], limit=1)
+            if stage_id and stage_id.sh_group_ids:
+                is_group_exist = False
+                list_user_groups = user_groups
+                list_stage_groups = stage_id.sh_group_ids.ids
+                for item in list_stage_groups:
+                    if item in list_user_groups:
+                        is_group_exist = True
+                        break
+                if not is_group_exist:
+                    raise UserError(
+                        _('You have not access to edit this support request.'))
+        if vals.get('partner_id'
+                    ) and self.env.company.new_stage_id.mail_template_ids:
+            for rec in self:
+                for template in rec.company_id.new_stage_id.mail_template_ids:
+                    template.sudo().send_mail(rec.id, force_send=True)
+        res = super(HelpdeskTicket, self).write(vals)
+        if vals.get('team_id') and vals.get('team_head') and vals.get(
+                'user_id') and vals.get(
+                    'sh_user_ids') and not vals.get('ticket_allocated'):
+            allocation_template = self.env.company.allocation_mail_template_id
+            team_head = self.env['res.users'].sudo().browse(
+                vals.get('team_head'))
+            user_id = self.env['res.users'].sudo().browse(vals.get('user_id'))
+            email_formatted = []
+            if team_head.partner_id.email_formatted not in email_formatted:
+                email_formatted.append(team_head.partner_id.email_formatted)
+            if user_id.partner_id.email_formatted not in email_formatted:
+                email_formatted.append(user_id.partner_id.email_formatted)
+            users = vals.get('sh_user_ids')[0][2]
+            user_ids = self.env['res.users'].sudo().browse(users)
+            for user in user_ids:
+                if user.id != user_id.id:
+                    if user.partner_id.email_formatted not in email_formatted:
+                        email_formatted.append(user.partner_id.email_formatted)
+            email_formatted_str = ','.join(email_formatted)
+            email_values = {
+                'email_from': str(team_head.partner_id.email_formatted),
+                'email_to': email_formatted_str
+            }
+            if allocation_template:
+                for rec in self:
+                    allocation_template.sudo().send_mail(
+                        rec.id, force_send=True, email_values=email_values)
+                    rec.ticket_allocated = True
+        elif vals.get('team_id') and vals.get('team_head') and vals.get(
+                'user_id'
+        ) and not vals.get('sh_user_ids') and not vals.get('ticket_allocated'):
+            allocation_template = self.env.company.allocation_mail_template_id
+            team_head = self.env['res.users'].sudo().browse(
+                vals.get('team_head'))
+            user_id = self.env['res.users'].sudo().browse(vals.get('user_id'))
+            email_formatted = []
+            if team_head.partner_id.email_formatted not in email_formatted:
+                email_formatted.append(team_head.partner_id.email_formatted)
+            if user_id.partner_id.email_formatted not in email_formatted:
+                email_formatted.append(user_id.partner_id.email_formatted)
+            email_formatted_str = ','.join(email_formatted)
+            email_values = {
+                'email_from': str(team_head.partner_id.email_formatted),
+                'email_to': email_formatted_str
+            }
+            if allocation_template:
+                for rec in self:
+                    allocation_template.sudo().send_mail(
+                        rec.id, force_send=True, email_values=email_values)
+                    rec.ticket_allocated = True
+        elif vals.get('team_id') and vals.get(
+                'team_head') and not vals.get('user_id') and vals.get(
+                    'sh_user_ids') and not vals.get('ticket_allocated'):
+            allocation_template = self.env.company.allocation_mail_template_id
+            email_formatted = []
+            users = vals.get('sh_user_ids')[0][2]
+            user_ids = self.env['res.users'].sudo().browse(users)
+            team_head = self.env['res.users'].sudo().browse(
+                vals.get('team_head'))
+            for user in user_ids:
+                if user.partner_id.email_formatted not in email_formatted:
+                    email_formatted.append(user.partner_id.email_formatted)
+            email_formatted_str = ','.join(email_formatted)
+            email_values = {
+                'email_from': str(team_head.partner_id.email_formatted),
+                'email_to': email_formatted_str
+            }
+            if allocation_template:
+                for rec in self:
+                    allocation_template.sudo().send_mail(
+                        rec.id, force_send=True, email_values=email_values)
+                    rec.ticket_allocated = True
+        elif not vals.get('team_id') and not vals.get(
+                'team_head') and vals.get('user_id') and vals.get(
+                    'sh_user_ids') and not vals.get('ticket_allocated'):
+            allocation_template = self.env.company.allocation_mail_template_id
+            email_formatted = []
+            user_id = self.env['res.users'].sudo().browse(vals.get('user_id'))
+            users = vals.get('sh_user_ids')[0][2]
+            user_ids = self.env['res.users'].sudo().browse(users)
+            if user_id.partner_id.email_formatted not in email_formatted:
+                email_formatted.append(user_id.partner_id.email_formatted)
+            for user in user_ids:
+                if user.id != user_id.id:
+                    if user.partner_id.email_formatted not in email_formatted:
+                        email_formatted.append(user.partner_id.email_formatted)
+            email_formatted_str = ','.join(email_formatted)
+            email_values = {
+                'email_from': str(self.env.company.partner_id.email_formatted),
+                'email_to': email_formatted_str
+            }
+            if allocation_template:
+                for rec in self:
+                    allocation_template.sudo().send_mail(
+                        rec.id, force_send=True, email_values=email_values)
+                    rec.ticket_allocated = True
+        elif not vals.get('team_id') and not vals.get(
+                'team_head') and vals.get('user_id') and not vals.get(
+                    'sh_user_ids') and not vals.get('ticket_allocated'):
+            allocation_template = self.env.company.allocation_mail_template_id
+            user_id = self.env['res.users'].sudo().browse(vals.get('user_id'))
+            email_values = {
+                'email_from': str(self.env.company.partner_id.email_formatted),
+                'email_to': str(user_id.partner_id.email_formatted)
+            }
+            if allocation_template:
+                for rec in self:
+                    allocation_template.sudo().send_mail(
+                        rec.id, force_send=True, email_values=email_values)
+                    rec.ticket_allocated = True
+        elif not vals.get('team_id') and not vals.get(
+                'team_head') and not vals.get('user_id') and vals.get(
+                    'sh_user_ids') and not vals.get('ticket_allocated'):
+            allocation_template = self.env.company.allocation_mail_template_id
+            users = vals.get('sh_user_ids')[0][2]
+
+            user_ids = self.env['res.users'].sudo().browse(users)
+            email_formatted = []
+            for user in user_ids:
+                if user.partner_id.email_formatted not in email_formatted:
+                    email_formatted.append(user.partner_id.email_formatted)
+            email_formatted_str = ','.join(email_formatted)
+            email_values = {
+                'email_from': str(self.env.company.partner_id.email_formatted),
+                'email_to': email_formatted_str
+            }
+            if allocation_template:
+                for rec in self:
+                    allocation_template.sudo().send_mail(
+                        rec.id, force_send=True, email_values=email_values)
+                    rec.ticket_allocated = True
+        return res
+
+    def preview_ticket(self):
+        self.ensure_one()
+        return {
+            'type': 'ir.actions.act_url',
+            'target': 'self',
+            'url': self.get_portal_url(),
+        }
+
+    @api.depends('stage_id')
+    def _compute_stage_booleans(self):
+        if self:
+            for rec in self:
+                rec.cancel_stage_boolean = False
+                rec.done_stage_boolean = False
+                rec.reopen_stage_boolean = False
+                rec.closed_stage_boolean = False
+                rec.open_boolean = False
+                if rec.stage_id.id == rec.company_id.cancel_stage_id.id:
+                    rec.cancel_stage_boolean = True
+                    rec.open_boolean = True
+                elif rec.stage_id.id == rec.company_id.done_stage_id.id:
+                    rec.done_stage_boolean = True
+                    rec.open_boolean = True
+                elif rec.stage_id.id == rec.company_id.reopen_stage_id.id:
+                    rec.reopen_stage_boolean = True
+                    rec.open_boolean = False
+                elif rec.stage_id.id == rec.company_id.close_stage_id.id:
+                    rec.closed_stage_boolean = True
+                    rec.open_boolean = True
+
+    @api.depends('stage_id')
+    def _compute_cancel_button_boolean(self):
+        if self:
+            for rec in self:
+                rec.cancel_button_boolean = False
+                if rec.stage_id.is_cancel_button_visible:
+                    rec.cancel_button_boolean = True
+
+    @api.depends('stage_id')
+    def _compute_done_button_boolean(self):
+        if self:
+            for rec in self:
+                rec.done_button_boolean = False
+                if rec.stage_id.is_done_button_visible:
+                    rec.done_button_boolean = True
+
+    def action_approve(self):
+        self.ensure_one()
+        if self.stage_id.sh_next_stage:
+            self.stage_id = self.stage_id.sh_next_stage.id
+            self.change_sh_status()
+            self._compute_sh_sla_deadline()
+            if self.stage_id.mail_template_ids:
+                for template in self.stage_id.mail_template_ids:
+                    template.sudo().send_mail(self.id, force_send=True)
+
+    def aciton_draft(self):
+        self.ensure_one()
+        if self.company_id and self.company_id.new_stage_id:
+            self.stage_id = self.company_id.new_stage_id.id
+
+    def action_done(self):
+        self.ensure_one()
+        if self.company_id and self.company_id.done_stage_id and self.company_id.done_stage_id.mail_template_ids:
+            for template in self.company_id.done_stage_id.mail_template_ids:
+                template.sudo().send_mail(self.id, force_send=True)
+            self.stage_id = self.company_id.done_stage_id.id
+
+    def action_reply(self):
+        self.ensure_one()
+        ir_model_data = self.env['ir.model.data']
+        template_id = self.company_id.reply_mail_template_id.id
+        try:
+            compose_form_id = ir_model_data.get_object_reference(
+                'mail', 'email_compose_message_wizard_form')[1]
+        except ValueError:
+            compose_form_id = False
+        ctx = {
+            'default_model': 'helpdesk.ticket',
+            'default_res_id': self.ids[0],
+            'default_use_template': bool(template_id),
+            'default_template_id': template_id,
+            'default_composition_mode': 'comment',
+            'force_email': True
+        }
+        return {
+            'type': 'ir.actions.act_window',
+            'view_mode': 'form',
+            'res_model': 'mail.compose.message',
+            'views': [(compose_form_id, 'form')],
+            'view_id': compose_form_id,
+            'target': 'new',
+            'context': ctx,
+        }
+
+    def action_closed(self):
+        self.ensure_one()
+        if self.company_id and self.company_id.close_stage_id and self.company_id.close_stage_id.mail_template_ids:
+            for template in self.company_id.close_stage_id.mail_template_ids:
+                template.sudo().send_mail(self.id, force_send=True)
+            self.write({
+                'close_date': fields.Datetime.now(),
+                'close_by': self.env.user.id,
+                'closed_stage_boolean': True,
+                'stage_id': self.company_id.close_stage_id.id
+            })
+
+    def action_cancel(self):
+        self.ensure_one()
+        if self.company_id and self.company_id.cancel_stage_id and self.company_id.cancel_stage_id.mail_template_ids:
+            for template in self.company_id.cancel_stage_id.mail_template_ids:
+                template.sudo().send_mail(self.id, force_send=True)
+            stage_id = self.company_id.cancel_stage_id
+            self.stage_id = stage_id.id
+            self.cancel_date = fields.Datetime.now()
+            self.cancel_by = self.env.user.id
+            self.cancel_stage_boolean = True
+
+    def action_open(self):
+        if self.company_id and self.company_id.reopen_stage_id and self.company_id.reopen_stage_id.mail_template_ids:
+            for template in self.company_id.reopen_stage_id.mail_template_ids:
+                template.sudo().send_mail(self.id, force_send=True)
+            self.write({
+                'stage_id': self.company_id.reopen_stage_id.id,
+                'open_boolean': True,
+            })
+
+    @api.onchange('team_id')
+    def onchange_team(self):
+        if self.team_id:
+            self.team_head = self.team_id.team_head
+            user_ids = self.env['helpdesk.team'].sudo().search([
+                ('id', '=', self.team_id.id)
+            ])
+            return {
+                'domain': {
+                    'user_id': [('id', 'in', user_ids.team_members.ids)],
+                    'sh_user_ids': [('id', 'in', user_ids.team_members.ids)]
+                }
+            }
+        else:
+            self.team_head = False
+
+    @api.onchange('category_id')
+    def onchange_category(self):
+        if self.category_id:
+            sub_category_ids = self.env['helpdesk.subcategory'].sudo().search([
+                ('parent_category_id', '=', self.category_id.id)
+            ]).ids
+            return {
+                'domain': {
+                    'sub_category_id': [('id', 'in', sub_category_ids)]
+                }
+            }
+        else:
+            self.sub_category_id = False
+
+    @api.onchange('partner_id')
+    def onchange_partner_id(self):
+        if self.partner_id:
+            self.person_name = self.partner_id.name
+            self.email = self.partner_id.email
+            self.mobile_no = self.partner_id.mobile
+        else:
+            self.person_name = False
+            self.email = False
+            self.mobile_no = False
+
+    @api.model
+    def _run_auto_close_ticket(self):
+        tikcet_ids = self.env['helpdesk.ticket'].sudo().search([
+            ('done_stage_boolean', '=', False),
+            ('cancel_stage_boolean', '=', False)
+        ])
+        for ticket in tikcet_ids:
+            replied_date = ticket.replied_date
+            if replied_date and ticket.company_id.auto_close_ticket == True:
+                no_of_days = ticket.company_id.close_days
+                end_date = replied_date + timedelta(days=no_of_days)
+                if end_date < fields.Datetime.now(
+                ) and ticket.state == 'staff_replied':
+                    ticket.action_closed()
diff --git a/sh_helpdesk/models/helpdesk_ticket_dashboard.py b/sh_helpdesk/models/helpdesk_ticket_dashboard.py
new file mode 100644
index 0000000..8a175ac
--- /dev/null
+++ b/sh_helpdesk/models/helpdesk_ticket_dashboard.py
@@ -0,0 +1,21 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import models, fields, _
+
+
+class TicketDashboard(models.Model):
+    _name = 'ticket.dashboard'
+    _description = 'Ticket Dashboard'
+
+    name = fields.Char('Name')
+
+    def get_ticket_data(self, ids):
+        return {
+            'name': _('Tickets'),
+            'type': 'ir.actions.act_window',
+            'res_model': 'helpdesk.ticket',
+            'view_mode': 'tree,form',
+            'domain': [('id', 'in', ids)],
+            'target': 'current'
+        }
diff --git a/sh_helpdesk/models/helpdesk_ticket_type.py b/sh_helpdesk/models/helpdesk_ticket_type.py
new file mode 100644
index 0000000..8b061e3
--- /dev/null
+++ b/sh_helpdesk/models/helpdesk_ticket_type.py
@@ -0,0 +1,42 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import models, fields
+
+
+class HelpdeskTicketType(models.Model):
+    _name = 'helpdesk.ticket.type'
+    _description = 'Helpdesk Ticket Type'
+    _rec_name = 'name'
+
+    name = fields.Char('Name', required=True,translate=True)
+    sla_count = fields.Integer(compute='_compute_helpdesk_sla')
+    
+    def _compute_helpdesk_sla(self):
+        for record in self:
+            record.sla_count = 0
+            slas = self.env['helpdesk.ticket'].sudo().search(
+            [('ticket_type', '=', self.id),('sh_sla_status_ids','!=',False)])
+            record.sla_count = len(slas.ids)
+    
+    def action_view_sla(self):
+        self.ensure_one()
+        slas = self.env['helpdesk.ticket'].sudo().search(
+            [('ticket_type', '=', self.id),('sh_sla_status_ids','!=',False)])
+        action = self.env["ir.actions.actions"]._for_xml_id(
+            "sh_helpdesk.helpdesk_ticket_action")
+        if len(slas) > 1:
+            action['domain'] = [('id', 'in', slas.ids)]
+        elif len(slas) == 1:
+            form_view = [
+                (self.env.ref('sh_helpdesk.helpdesk_ticket_form_view').id, 'form')]
+            if 'views' in action:
+                action['views'] = form_view + \
+                    [(state, view)
+                     for state, view in action['views'] if view != 'form']
+            else:
+                action['views'] = form_view
+            action['res_id'] = slas.id
+        else:
+            action = {'type': 'ir.actions.act_window_close'}
+        return action
diff --git a/sh_helpdesk/models/helpdesk_ticket_update_wizard.py b/sh_helpdesk/models/helpdesk_ticket_update_wizard.py
new file mode 100644
index 0000000..5e9c342
--- /dev/null
+++ b/sh_helpdesk/models/helpdesk_ticket_update_wizard.py
@@ -0,0 +1,87 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+from odoo import fields, models, _, api
+from odoo.exceptions import UserError
+
+
+class MassUpdateWizard(models.TransientModel):
+
+    _name = "sh.helpdesk.ticket.mass.update.wizard"
+    _description = "Mass Update Wizard"
+
+    helpdesks_ticket_ids = fields.Many2many(comodel_name='helpdesk.ticket')
+    check_assign_to = fields.Boolean(string='Asssign To', default=False)
+    assign_to = fields.Many2one(comodel_name='res.users',
+                                string='Assign To',
+                                domain=[('share', '=', False)])
+    check_sh_display_multi_user = fields.Boolean()
+    check_assign_to_multiuser = fields.Boolean(default=False,
+                                               string="Assign Multi User")
+    ticket_update_type = fields.Selection([
+        ('add', 'Add'),
+        ('replace', 'Replace'),
+    ],
+                                          default="add",
+                                          string="Ticket Type Update")
+    assign_to_multiuser = fields.Many2many('res.users',
+                                           string="Assign Multi Users",
+                                           domain=[('share', '=', False)])
+
+    check_helpdesks_state = fields.Boolean(default=False, string="Stage")
+    helpdesk_stages = fields.Many2one('helpdesk.stages', string="Stage")
+
+    check_add_remove = fields.Boolean(string="Add/Remove", default=False)
+    followers = fields.Many2many('res.partner', string="Followers")
+
+    ticket_follower_update_type = fields.Selection([
+        ('add', 'Add'),
+        ('remove', 'Remove'),
+    ],
+                                                   default="add",
+                                                   string="Ticket Type Update")
+
+    def update_record(self):
+
+        # <-- ASSIGN TO UPDATE -->
+
+        if self.check_assign_to == True:
+            self.helpdesks_ticket_ids.write({'user_id': self.assign_to.id})
+
+        # <-- ASSIGN MULTIUSER UPDATE -->
+
+        if self.check_assign_to_multiuser == True:
+
+            if self.ticket_update_type == 'add':
+                get_list = []
+                for rec in self.helpdesks_ticket_ids.sh_user_ids:
+                    if rec:
+                        get_list.append(rec.id)
+                for rec1 in self.assign_to_multiuser:
+                    if rec1:
+                        get_list.append(rec1.id)
+                self.helpdesks_ticket_ids.write(
+                    {'sh_user_ids': [(6, 0, get_list)]})
+
+            if self.ticket_update_type == "replace":
+                self.helpdesks_ticket_ids.write(
+                    {'sh_user_ids': [(6, 0, self.assign_to_multiuser.ids)]})
+
+        # <-- STATE UPDATE -->
+
+        if self.check_helpdesks_state == True:
+            for rec in self.helpdesks_ticket_ids:
+                if self.helpdesk_stages:
+                    rec.stage_id = self.helpdesk_stages.id
+
+        # <-- ADD/REMOVE FOLLOWER UPDATE -->
+
+        for rec in self.helpdesks_ticket_ids:
+            ids_list = []
+            if self.ticket_follower_update_type == "add":
+                rec.message_subscribe(partner_ids=self.followers.ids)
+            if self.ticket_follower_update_type == "remove":
+                for follower in self.followers.ids:
+                    if follower in rec.message_partner_ids.ids:
+                        ids_list.append(follower)
+                        final_list = ids_list
+                        rec.message_unsubscribe(partner_ids=final_list)
\ No newline at end of file
diff --git a/sh_helpdesk/models/res_users.py b/sh_helpdesk/models/res_users.py
new file mode 100644
index 0000000..d80a80d
--- /dev/null
+++ b/sh_helpdesk/models/res_users.py
@@ -0,0 +1,31 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import models, fields, api
+
+
+class ResUsers(models.Model):
+    _inherit = 'res.users'
+    
+    sh_portal_user = fields.Boolean(string='Portal',compute='_compute_sh_portal_user',search='_search_sh_portal_user')
+    sh_portal_user_access = fields.Selection([('user','Portal Support User'),('manager','Portal Manager'),('leader','Portal Leader')],string='Portal Access')
+    sign = fields.Text('Signature')
+
+    @api.depends('groups_id')
+    def _compute_sh_portal_user(self):
+        if self:
+            for rec in self:
+                if self.env.ref('base.group_portal').id in rec.groups_id.ids:
+                    rec.sh_portal_user = True
+                else:
+                    rec.sh_portal_user = False
+    
+    def _search_sh_portal_user(self, operator, value):
+        user_obj = self.env['res.users']
+        domain = []
+        domain.append(('sh_portal_user', operator, value))
+        users = user_obj.sudo().search(domain).ids
+        if users:
+            return [('id', 'in', users)]
+        else:
+            return []
\ No newline at end of file
diff --git a/sh_helpdesk/models/send_mail_quick_reply.py b/sh_helpdesk/models/send_mail_quick_reply.py
new file mode 100644
index 0000000..607bf87
--- /dev/null
+++ b/sh_helpdesk/models/send_mail_quick_reply.py
@@ -0,0 +1,18 @@
+# -*- coding: utf-8 -*-
+# Part of Softhealer Technologies.
+
+from odoo import models, fields
+
+
+class SendQuickReply(models.Model):
+    _name = 'sh.quick.reply'
+    _description = 'Quick Reply'
+
+    name = fields.Char('Title', required=True)
+    commom_for_all = fields.Boolean(string='Commom For All', default=False)
+    sh_user_id = fields.Many2one('res.users',
+                                 string='User',
+                                 required=True,
+                                 default=lambda self: self.env.user.id)
+    active = fields.Boolean(default=True)
+    sh_description = fields.Html('Body')