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Helpdesk Mgmt Assign Method

helpdesk_mgmt_assign_method folder_open OCA/helpdesk open_in_new
Uncategorised License: AGPL-3

This module adds advanced ticket assignment methods to Odoo Helpdesk teams. You can configure each team to assign tickets manually, randomly, balanced (least open tickets), or sequentially (round-robin). Automatic assignment only works if users are assigned to the team. The responsible user is set automatically when creating or updating tickets, improving workflow and team efficiency.

auto_awesome What this module does

AI-generated from the code · Odoo 17.0

Lets each helpdesk team choose how new tickets are automatically assigned to its members: manually, randomly, balanced by open workload, or sequentially. The responsible user is filled in automatically when a ticket is created or its team is changed.

This module adds an "Assignation Method" setting on helpdesk teams, visible on the team form next to the alias contact field. Four choices are available: Manually, Randomly, Balanced and Sequential. The default is Manually.

  • Manually: no automatic assignment; the responsible user stays empty unless someone sets it.
  • Randomly: tickets are given to the next member in the list after the previously assigned one, so everyone gets roughly the same amount.
  • Balanced: the ticket goes to the member with the fewest open tickets (tickets whose stage is not closed).
  • Sequential: tickets rotate through the team members in order, cycling back to the first after the last.

Automatic assignment only happens when the team has members. If you try to switch a team to a non-manual method while it has no members, Odoo blocks the change with a validation message. Removing all members from a team also resets its method to Manually.

When a ticket is created, or when its team is changed on the ticket form, the responsible user is filled in automatically according to the team's method, unless a user was already chosen. If a chosen user is not part of the team, the ticket is either left unassigned (manual teams) or reassigned using the team's method. This affects the helpdesk.ticket and helpdesk.ticket.team models.

Depends on

helpdesk_mgmt

Required by other modules

helpdesk_mgmt_assign_method_hr_holidays
Models and fields (2)
  • helpdesk.ticket · extends an existing model
  • helpdesk.ticket.team · extends an existing modelassign_method (Assignation Method)

Text generated by AI (DeepSeek) from reading the Odoo 17.0 code on GitHub; it may contain mistakes, so check the code before deciding. View the code on GitHub

Availability by version

Reviewed: 2026-11-03
Confirmed (verified in repository and branch) Estimated (unverified) No information

Confirmation status: 2 confirmed, 7 with no information of 9 versions.

terminal Installation and usage

OCA documentation · Odoo 17.0

Usage

Source · Odoo 17.0
  • Go to Helpdesk \> Teams and select or create a team.
  • In the team form, choose the Assignment Method: Manual, Randomly, Balanced, or Sequential.
  • Add users to the team (required for automatic assignment).
  • Save the team.

When creating a new ticket (from Kanban or form view):

  • Select the team for the ticket.
  • The responsible user will be automatically assigned based on the team's assignment method:
  • Manual: No automatic assignment; you must select the user manually.
  • Randomly: The ticket is assigned to a team member in a fair random order.
  • Balanced: The ticket is assigned to the user with the fewest open tickets.
  • Sequential: The ticket is assigned in round-robin order among team members.

Note: - If no users are assigned to the team, only the manual method is available. - Changing the team on a ticket will re-trigger the assignment logic.

No verified information in OCA: Installation, Configuration.

info

Data imported from GitHub: this sheet reflects the latest catalog review, not a live lookup. Always check the module documentation and staging before installing in production.