Odoo model · Enterprise
helpdesk.ticket
Helpdesk Ticket. Defined in module helpdesk; exists in Odoo 18, 19, 20. Across the upgrade steps we tracked: 17 fields added, 13 removed, 0 renamed.
- Odoo 16 not covered
- Odoo 17 not covered
- Odoo 18 helpdesk
- Odoo 19 helpdesk
- Odoo 20 helpdesk
This is an Enterprise model: Odoo 16 and 17 Enterprise sources are not part of the data, so those versions show as not covered.
Not covered: this step compares Community modules only and this model belongs to an Enterprise module.
Fields removed (2)
| Field | Type | Module | Notes |
|---|---|---|---|
| display_timer | boolean | helpdesk_timesheet | |
| display_timer_start_secondary | boolean | helpdesk_timesheet |
Fields added (8)
| Field | Type | Module |
|---|---|---|
| default_giftcard_program_id | many2one | helpdesk_sale_loyalty |
| gift_card_count | integer | helpdesk_sale_loyalty |
| origin_channel_id | many2one | website_helpdesk_livechat |
| replacement_count | integer | helpdesk_stock |
| stage_id_color | integer | helpdesk |
| timesheet_unit_amount | float | helpdesk_timesheet |
| use_giftcards | boolean | helpdesk |
| use_product_replacements | boolean | helpdesk |
Now also inherits timer.parent.mixin (fields from these parents are listed on their own pages).
1 views of this model removed
- helpdesk_stock.helpdesk_ticket_view_tree_inherit_helpdesk_stock
Fields removed (11)
| Field | Type | Module | Notes |
|---|---|---|---|
| display_timesheet_timer | boolean | helpdesk_timesheet | |
| fsm_task_count | integer | helpdesk_fsm | Its module (helpdesk_fsm) is not in Odoo 20: removed, renamed or merged into another module. |
| fsm_task_ids | one2many | helpdesk_fsm | Its module (helpdesk_fsm) is not in Odoo 20: removed, renamed or merged into another module. |
| lot_id | many2one | helpdesk_stock | |
| product_id | many2one | helpdesk_stock | |
| stage_id_color | integer | helpdesk | |
| suitable_product_ids | many2many | helpdesk_stock | |
| timesheet_unit_amount | float | helpdesk_timesheet | |
| tracking | selection | helpdesk_stock | |
| use_rating | boolean | helpdesk | |
| website_message_ids | one2many | helpdesk |
Fields added (9)
| Field | Type | Module |
|---|---|---|
| duration_stage_tracking | json | helpdesk |
| planning_slot_count | integer | helpdesk_planning_field_service |
| planning_slot_done_count | integer | helpdesk_planning_field_service |
| sale_warning_text | text | helpdesk_sale |
| scheduled_datetime | datetime | helpdesk_planning_field_service |
| similar_closed_tickets_count | integer | ai_helpdesk |
| similar_tickets_count | integer | ai_helpdesk |
| unanswered | boolean | helpdesk |
| use_ai | boolean | ai_helpdesk |
Now also inherits ai.embedding.mixin (fields from these parents are listed on their own pages).
No longer inherits mail.thread.cc, timer.parent.mixin.
2 views of this model removed
- crm_helpdesk.helpdesk_ticket_view_form_inherited
- helpdesk_fsm.helpdesk_ticket_view_form
1 actions on this model removed
- helpdesk_mail_plugin.helpdesk_ticket_action_form_edit
All fields declared on helpdesk.ticket (113)
Fields this model declares itself in any version, with the versions they exist in. Inherited fields (mail.thread and other mixins) are on the parent model's page.
present not present not covered (Enterprise, Odoo 16 and 17)
Show all 113 fields
| Field | Type | Label | Module | 16 | 17 | 18 | 19 | 20 |
|---|---|---|---|---|---|---|---|---|
| active | boolean | helpdeskE | ||||||
| analytic_account_id | many2one account.analytic.account | Analytic Account | helpdesk_timesheetE | |||||
| answered_customer_message_count | integer | # Exchanges | helpdeskE | |||||
| assign_date | datetime | First assignment date | helpdeskE | |||||
| assign_hours | float | Time to first assignment (hours) | helpdeskE | |||||
| avg_response_hours | float | Average Hours to Respond | helpdeskE | |||||
| can_share_forum | boolean | website_helpdesk_forumE | ||||||
| close_date | datetime | Close date | helpdeskE | |||||
| close_hours | float | Time to close (hours) | helpdeskE | |||||
| closed_by_partner | boolean | Closed by Partner | helpdeskE | |||||
| color | integer | Color Index | helpdeskE | |||||
| commercial_partner_id | many2one | helpdeskE | ||||||
| company_id | many2one | Company | helpdeskE | |||||
| coupon_ids | many2many loyalty.card | Generated Coupons | helpdesk_sale_loyaltyE | |||||
| coupons_count | integer | helpdesk_sale_loyaltyE | ||||||
| date_last_stage_update | datetime | Last Stage Update | helpdeskE | |||||
| default_giftcard_program_id | many2one loyalty.program | helpdesk_sale_loyaltyE | ||||||
| description | html | helpdeskE | ||||||
| display_extra_info | boolean | helpdeskE | ||||||
| display_invoice_button | boolean | helpdesk_sale_timesheetE | ||||||
| display_timer | boolean | helpdesk_timesheetE | ||||||
| display_timer_start_secondary | boolean | helpdesk_timesheetE | ||||||
| display_timesheet_timer | boolean | Display Timesheet Time | helpdesk_timesheetE | |||||
| domain_user_ids | many2many res.users | helpdeskE | ||||||
| duration_stage_tracking | json | helpdeskE | ||||||
| encode_uom_in_days | boolean | helpdesk_timesheetE | ||||||
| first_response_hours | float | Hours to First Response | helpdeskE | |||||
| fold | boolean | helpdeskE | ||||||
| forum_post_count | integer | website_helpdesk_forumE | ||||||
| forum_post_ids | many2many forum.post | Forum Posts | website_helpdesk_forumE | |||||
| fsm_task_count | integer | helpdesk_fsmE | ||||||
| fsm_task_ids | one2many project.task | Tasks | helpdesk_fsmE | |||||
| gift_card_count | integer | helpdesk_sale_loyaltyE | ||||||
| has_partner_picking | boolean | helpdesk_stockE | ||||||
| invoice_count | integer | helpdesk_sale_timesheetE | ||||||
| invoice_ids | many2many account.move | Credit Notes | helpdesk_accountE | |||||
| invoices_count | integer | Credit Notes Count | helpdesk_accountE | |||||
| is_partner_email_update | boolean | helpdeskE | ||||||
| is_partner_phone_update | boolean | helpdeskE | ||||||
| kanban_state | selection | Kanban State | helpdeskE | |||||
| kanban_state_label | char | Kanban State Label | helpdeskE | |||||
| legend_blocked | char | Kanban Blocked Explanation | helpdeskE | |||||
| legend_done | char | Kanban Valid Explanation | helpdeskE | |||||
| legend_normal | char | Kanban Ongoing Explanation | helpdeskE | |||||
| lot_id | many2one stock.lot | Lot/Serial Number | helpdesk_stockE | |||||
| name | char | Subject | helpdeskE | |||||
| oldest_unanswered_customer_message_date | datetime | Oldest Unanswered Customer Message Date | helpdeskE | |||||
| open_hours | integer | Open Time (hours) | helpdeskE | |||||
| origin_channel_id | many2one discuss.channel | Live chat from which the ticket was created | website_helpdesk_livechatE | |||||
| partner_company_name | char | Company Name | website_helpdeskE | |||||
| partner_email | char | Customer Email | helpdeskE | |||||
| partner_id | many2one res.partner | Customer | helpdeskE | |||||
| partner_name | char | Customer Name | helpdeskE | |||||
| partner_open_ticket_count | integer | Number of other open tickets from the same partner | helpdeskE | |||||
| partner_phone | char | Customer Phone | helpdeskE | |||||
| partner_ticket_count | integer | Number of other tickets from the same partner | helpdeskE | |||||
| partner_ticket_ids | many2many helpdesk.ticket | Partner Tickets | helpdeskE | |||||
| picking_ids | many2many stock.picking | Return Orders | helpdesk_stockE | |||||
| pickings_count | integer | Return Orders Count | helpdesk_stockE | |||||
| planning_slot_count | integer | helpdesk_planning_field_serviceE | ||||||
| planning_slot_done_count | integer | helpdesk_planning_field_serviceE | ||||||
| priority | selection | Priority | helpdeskE | |||||
| product_id | many2one product.product | Product | helpdesk_stockE | |||||
| project_id | many2one project.project | helpdesk_timesheetE | ||||||
| properties | properties | Properties | helpdeskE | |||||
| remaining_hours_available | boolean | helpdesk_sale_timesheetE | ||||||
| remaining_hours_so | float | Time Remaining on SO | helpdesk_sale_timesheetE | |||||
| repair_ids | one2many repair.order | helpdesk_repairE | ||||||
| repairs_count | integer | Repairs Count | helpdesk_repairE | |||||
| replacement_count | integer | helpdesk_stockE | ||||||
| sale_line_id | many2one sale.order.line | Sales Order Item | helpdesk_sale_timesheetE | |||||
| sale_order_id | many2one sale.order | Ref. Sales Order | helpdesk_saleE | |||||
| sale_order_state | selection | helpdesk_saleE | ||||||
| sale_warning_text | text | Helpdesk Warning | helpdesk_saleE | |||||
| scheduled_datetime | datetime | Scheduled Date | helpdesk_planning_field_serviceE | |||||
| similar_closed_tickets_count | integer | Amount of similar closed tickets | ai_helpdeskE | |||||
| similar_tickets_count | integer | Amount of similar tickets | ai_helpdeskE | |||||
| sla_deadline | datetime | SLA Deadline | helpdeskE | |||||
| sla_deadline_hours | float | Working Hours until SLA Deadline | helpdeskE | |||||
| sla_fail | boolean | Failed SLA Policy | helpdeskE | |||||
| sla_ids | many2many helpdesk.sla | SLAs | helpdeskE | |||||
| sla_reached | boolean | Has SLA reached | helpdeskE | |||||
| sla_reached_late | boolean | Has SLA reached late | helpdeskE | |||||
| sla_status_ids | one2many helpdesk.sla.status | SLA Status | helpdeskE | |||||
| sla_success | boolean | Success SLA Policy | helpdeskE | |||||
| stage_id | many2one helpdesk.stage | Stage | helpdeskE | |||||
| stage_id_color | integer | Stage Color | helpdeskE | |||||
| suitable_product_ids | many2many product.product | helpdesk_stockE | ||||||
| tag_ids | many2many helpdesk.tag | Tags | helpdeskE | |||||
| team_id | many2one helpdesk.team | Helpdesk Team | helpdeskE | |||||
| team_privacy_visibility | selection | helpdeskE | ||||||
| ticket_ref | char | Ticket IDs Sequence | helpdeskE | |||||
| timesheet_ids | one2many account.analytic.line | Timesheets | helpdesk_timesheetE | |||||
| timesheet_unit_amount | float | helpdesk_timesheetE | ||||||
| total_hours_spent | float | Time Spent | helpdesk_timesheetE | |||||
| total_response_hours | float | Total Exchange Time in Hours | helpdeskE | |||||
| tracking | selection | helpdesk_stockE | ||||||
| unanswered | boolean | helpdeskE | ||||||
| use_ai | boolean | ai_helpdeskE | ||||||
| use_coupons | boolean | Use Coupons | helpdeskE | |||||
| use_credit_notes | boolean | helpdeskE | ||||||
| use_fsm | boolean | helpdesk_planning_field_serviceE | ||||||
| use_giftcards | boolean | Use Gift Cards | helpdeskE | |||||
| use_helpdesk_sale_timesheet | boolean | Reinvoicing Timesheet activated on Team | helpdesk_sale_timesheetE | |||||
| use_helpdesk_timesheet | boolean | Timesheet activated on Team | helpdesk_timesheetE | |||||
| use_product_repairs | boolean | helpdeskE | ||||||
| use_product_replacements | boolean | helpdeskE | ||||||
| use_product_returns | boolean | helpdeskE | ||||||
| use_rating | boolean | helpdeskE | ||||||
| use_sla | boolean | helpdeskE | ||||||
| use_website_helpdesk_forum | boolean | Help Center Active | website_helpdesk_forumE | |||||
| user_id | many2one res.users | Assigned to | helpdeskE | |||||
| website_message_ids | one2many | helpdeskE |
Related models
Coverage.
Odoo 16 to 17 and 17 to 18 compare Community modules only (the Enterprise 16 and 17 sources
are not available to us). Odoo 18 to 19 and 19 to 20 include Community and Enterprise modules.
Everything here comes from a static read of the Odoo source code: a field counts as removed only when no
parent model, mixin or delegated model still provides it. Fields created dynamically at run time can be
missed, and entries we could not confirm are marked as low confidence.
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