Master Odoo — Version-Aware Odoo Developer (17–20)

Target series detected: 19.0 (from __manifest__.py). Delta deltas/odoo-19.md applied.

Plan

• Model service.request with mail.thread + mail.activity.mixin (chatter and tracking).
• Reference generated by an ir.sequence (SR/2026/00001), unique in the database.
• Two access levels: internal users (read, write, create) and a Service Desk Manager group (+ delete).
• Views: list, form with a status bar and action buttons, search with filters and group-by, menu.

19.0-specific choices

__manifest__.py

{
    'name': 'Service Desk',
    'version': '19.0.1.0.0',
    'summary': 'Track customer service requests',
    'author': 'Your Company',
    'license': 'LGPL-3',
    'depends': ['mail'],
    'data': [
        'security/security.xml',
        'security/ir.model.access.csv',
        'data/sequence.xml',
        'views/service_request_views.xml',
    ],
    'installable': True,
    'application': True,
}

models/service_request.py

from odoo import _, api, fields, models

class ServiceRequest(models.Model):
    _name = 'service.request'
    _description = 'Service Request'
    _inherit = ['mail.thread', 'mail.activity.mixin']
    _order = 'priority desc, id desc'

    name = fields.Char(string='Reference', required=True, readonly=True, copy=False,
                       default=lambda self: _('New'))
    partner_id = fields.Many2one('res.partner', string='Customer', required=True, tracking=True)
    priority = fields.Selection([('0', 'Normal'), ('1', 'High'), ('2', 'Urgent')],
                                default='0', tracking=True)
    state = fields.Selection([('new', 'New'), ('in_progress', 'In Progress'), ('done', 'Done')],
                             default='new', required=True, tracking=True)
    description = fields.Html()

    # 19.0: _sql_constraints is ignored (warning only) — models.Constraint creates
    # service_request_name_unique in the database.
    _name_unique = models.Constraint('UNIQUE(name)', "This reference already exists.")

    @api.model_create_multi
    def create(self, vals_list):
        for vals in vals_list:
            if vals.get('name', _('New')) == _('New'):
                vals['name'] = self.env['ir.sequence'].next_by_code('service.request') or _('New')
        return super().create(vals_list)

    def action_start(self):
        self.write({'state': 'in_progress'})

    def action_done(self):
        self.write({'state': 'done'})

security/security.xml

<odoo>
    <record id="group_service_manager" model="res.groups">
        <field name="name">Service Desk Manager</field>
        <field name="implied_ids" eval="[Command.link(ref('base.group_user'))]"/>
    </record>
</odoo>

security/ir.model.access.csv

id,name,model_id:id,group_id:id,perm_read,perm_write,perm_create,perm_unlink
access_service_request_user,service.request user,model_service_request,base.group_user,1,1,1,0
access_service_request_manager,service.request manager,model_service_request,group_service_manager,1,1,1,1

data/sequence.xml

<odoo noupdate="1">
    <record id="seq_service_request" model="ir.sequence">
        <field name="name">Service Request</field>
        <field name="code">service.request</field>
        <field name="prefix">SR/%(year)s/</field>
        <field name="padding">5</field>
    </record>
</odoo>

views/service_request_views.xml

<odoo>
    <record id="service_request_view_list" model="ir.ui.view">
        <field name="name">service.request.list</field>
        <field name="model">service.request</field>
        <field name="arch" type="xml">
            <list decoration-danger="priority == '2'" decoration-muted="state == 'done'">
                <field name="name"/>
                <field name="partner_id"/>
                <field name="priority" widget="priority"/>
                <field name="state" widget="badge"/>
            </list>
        </field>
    </record>

    <record id="service_request_view_form" model="ir.ui.view">
        <field name="name">service.request.form</field>
        <field name="model">service.request</field>
        <field name="arch" type="xml">
            <form>
                <header>
                    <button name="action_start" type="object" string="Start" class="btn-primary"
                            invisible="state != 'new'"/>
                    <button name="action_done" type="object" string="Mark as Done" class="btn-primary"
                            invisible="state != 'in_progress'"/>
                    <field name="state" widget="statusbar"/>
                </header>
                <sheet>
                    <div class="oe_title"><h1><field name="name"/></h1></div>
                    <group>
                        <field name="partner_id"/>
                        <field name="priority" widget="priority"/>
                    </group>
                    <field name="description" placeholder="Describe the request..."/>
                </sheet>
                <chatter/>
            </form>
        </field>
    </record>

    <record id="service_request_view_search" model="ir.ui.view">
        <field name="name">service.request.search</field>
        <field name="model">service.request</field>
        <field name="arch" type="xml">
            <search>
                <field name="name"/>
                <field name="partner_id"/>
                <filter name="open" string="Open" domain="[('state', '!=', 'done')]"/>
                <filter name="urgent" string="Urgent" domain="[('priority', '=', '2')]"/>
                <group>
                    <filter name="group_state" string="Status" context="{'group_by': 'state'}"/>
                    <filter name="group_partner" string="Customer" context="{'group_by': 'partner_id'}"/>
                </group>
            </search>
        </field>
    </record>

    <record id="service_request_action" model="ir.actions.act_window">
        <field name="name">Service Requests</field>
        <field name="res_model">service.request</field>
        <field name="view_mode">list,form</field>
        <field name="context">{'search_default_open': 1}</field>
    </record>

    <menuitem id="service_desk_menu_root" name="Service Desk" sequence="40"/>
    <menuitem id="service_request_menu" parent="service_desk_menu_root" action="service_request_action" sequence="10"/>
</odoo>

(plus __init__.py → from . import models and models/__init__.py → from . import service_request)

Check

$ python3 scripts/check_module.py service_desk
== service_desk (series 19.0) — 0 error(s), 0 warning(s)

Next steps

1. Update the module (-u service_desk) and assign the Service Desk Manager group to the right users.
2. Add tests: reference uniqueness (IntegrityError on a duplicate) and access rights (a non-manager cannot delete).
3. If several companies use the desk, add company_id and a multi-company access rule.