The need
In the Helpdesk app of Odoo Enterprise, a team card shows open, unassigned and urgent tickets plus failed SLAs. It does not tell you how many tickets are waiting in each stage, such as « In Progress » or « On Hold ». To find out, you have to open each team's tickets and group them by stage.
What the module does
The module adds a « Display on team kanban » checkbox to the stage form, under Helpdesk > Configuration > Stages. On the Helpdesk overview, each team card then lists the ticked stages it uses, each with its number of active tickets. A stage with no ticket is not shown. Clicking a line opens the list of that team's tickets in that stage. Counts are recalculated every time the overview is displayed.
What you gain
You pick the stages to follow
One checkbox on the stage form is enough. It applies to every team that uses that stage.
One counter per stage
The team card shows one line per ticked stage, with its ticket count, below the usual indicators.
Straight to the tickets
Each line is a link. It opens the ticket list filtered on the team and the stage, ready to work on.
Up-to-date figures
Counts are rebuilt each time the overview opens: tickets moved, archived or reassigned to another team are taken into account at once.
Archived tickets left out
Only active tickets are counted. A ticked stage holding no ticket does not appear, which keeps the card short.
Access rights respected
Each user only counts the tickets they are allowed to see, based on their companies and groups. The module adds no access right.
How it works
Open the stages
Go to Helpdesk > Configuration > Stages and open the stage to follow, for example « In Progress ».
Tick the box
Tick « Display on team kanban » and save. Repeat for each stage you need.
Check the overview
Open Helpdesk > Overview: each team card lists the ticked stages that hold tickets, with their count.
Open the tickets
Click a line to see the team's tickets in that stage and pick them up.
Screenshots
Frequently asked questions
Odoo Enterprise. The Helpdesk app only exists in Enterprise, so the module cannot be installed on Community.
Users with access to the Helpdesk configuration, usually managers. The checkbox applies to every team that uses the stage.
No. Only active tickets are counted.
It only shows if it is one of the team's stages and holds at least one active ticket of that team.
No. Open, unassigned, urgent and failed SLA tickets are still shown; the stage lines are added next to them.
The checkbox disappears from stages and team cards return to their standard display. No ticket is changed.
Scope
The module extends the overview of the Odoo Enterprise Helpdesk app. Tickets, stages and your teams' handling rules remain those of Odoo.
Technical sheet
- Technical name
- auguria_kanban_helpdesk, auguria_kanban_stage_helpdesk
- Odoo versions
- 15.0, 16.0, 17.0, 18.0, 19.0, 20.0
- Application
- Helpdesk
- Dependencies
- helpdesk
- Licence
- LGPL-3
- Published by
- ANOR
Disclaimer — This module is provided "as is", without warranty of any kind. ANOR Group shall not be held liable for any direct or indirect damages resulting from its use, its installation or its modification by a third party, nor from its use outside the scope of a contractual ANOR service.