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Helpdesk Ticket Type

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

This module adds a type field on the helpdesk ticket.

auto_awesome What this module does

AI-generated from the code · Odoo 19.0

Adds a Type field to helpdesk tickets so you can classify them (for example "Document issue"). Types can be limited to certain teams and optionally offered to customers in the portal.

This module lets you classify helpdesk tickets with a Type, on top of the existing team and stage.

  • A new configuration menu "Ticket Types" (under the Helpdesk configuration menu) lets you create types with a name, choose which teams may use them, and decide whether the type is shown in the portal form.
  • On the ticket form, the Type field appears before the Team field. Once a type is chosen, the Team field only proposes teams allowed to use that type. If you pick a type that the current team is not allowed to use, the team and the assigned user are cleared automatically.
  • On helpdesk teams, you can list the ticket types that team will use.
  • Tickets can be searched and grouped by Type, and the type is shown in the ticket list and on the kanban card.
  • In the portal, customers can see the Type column in their ticket list and the type on a ticket page. If enabled in Helpdesk settings, the new-ticket portal form offers a Type dropdown, which can also be made mandatory.
  • Two settings in the Helpdesk configuration control this: show the type in the portal form, and require it there.

It touches helpdesk.ticket, helpdesk.ticket.team, helpdesk.ticket.type, res.company and res.config.settings.

Depends on

helpdesk_mgmt

Required by other modules

helpdesk_type_sla

Menus it adds

Ticket Types
Models and fields (5)
  • res.company · extends an existing modelhelpdesk_mgmt_portal_type (Show type in portal form), helpdesk_mgmt_portal_type_id_required (Required Type field in Helpdesk portal)
  • helpdesk.ticket · extends an existing modeltype_id (Type)
  • res.config.settings · extends an existing modelhelpdesk_mgmt_portal_type, helpdesk_mgmt_portal_type_id_required
  • helpdesk.ticket.team · extends an existing modeltype_ids (Ticket Type)
  • helpdesk.ticket.type · new modelname, active, team_ids (Teams), show_in_portal (Show type in portal form)

Text generated by AI (DeepSeek) from reading the Odoo 19.0 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: 8 confirmed, 1 with no information of 9 versions.

terminal Installation and usage

OCA documentation · Odoo 19.0

Configuration

Source · Odoo 19.0
  • Go to Helpdesk \> Configuration \> Ticket Types
  • Create your list of types

Usage

Source · Odoo 19.0
  • Go to Helpdesk
  • Create a ticket and set its type.

No verified information in OCA: Installation.

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.