Configuration

All configuration for this module lives on the shared connect.settings singleton, exposed as a Helpdesk page on the Connect settings form. Open it via Connect ▸ Configuration ▸ Settings ▸ Helpdesk (Connect Administrator only).

Auto-create rules

When a call ends, the module can create a helpdesk ticket for it. Auto-creation runs in register_call() — i.e. after the call fully ends — so the answered/missed classification is reliable. The rules are evaluated per direction; a call that already has a ticket is skipped.

Incoming calls

Field	Default	Effect
Auto Create Tickets (`auto_create_tickets_for_in_calls`)	Off	Master toggle for incoming calls. When off, no incoming call ever auto-creates a ticket.
For Answered Calls (`auto_create_tickets_for_in_answered_calls`)	On	Create a ticket when the incoming call was answered (`status == 'completed'`).
For Not Answered Calls (`auto_create_tickets_for_in_missed_calls`)	On	Create a ticket when the incoming call was missed.
For Unknown Callers (`auto_create_tickets_for_in_unknown_callers`)	Off	Create a ticket when the caller does not match a contact (`partner` is empty).

Outgoing calls

Field	Default	Effect
Auto Create Tickets (`auto_create_tickets_for_out_calls`)	Off	Master toggle for outgoing calls.
For Answered Calls (`auto_create_tickets_for_out_answered_calls`)	On	Create a ticket when the outgoing call was answered.
For Not Answered Calls (`auto_create_tickets_for_out_missed_calls`)	On	Create a ticket when the outgoing call was not connected.

Internal calls are ignored

Outgoing calls to local PBX users (called_pbx_users is set) never auto-create a ticket, so internal calls between colleagues do not generate tickets.

Auto-create options

Shown only when either master toggle is on:

Field	Description
Default Helpdesk Team (`auto_create_tickets_team`)	Team (`helpdesk.team`) assigned to auto-created tickets.
Default Assignee (`auto_create_tickets_user`)	Fallback assignee (`res.users`, internal users only) used when no PBX user maps to the call.

The assignee is resolved in this order: for incoming calls, the PBX user who answered, otherwise the first called PBX user, otherwise the Default Assignee; for outgoing calls, the calling user, otherwise the Default Assignee. The new ticket's name is the partner name, falling back to the external number, and the number is stored in partner_phone when the caller is unknown.

How the sub-toggles combine

The three incoming sub-rules (answered / missed / unknown) are evaluated in order and are effectively OR-ed: the ticket is created if any enabled rule matches the call. Leaving all sub-toggles off while the master toggle is on means no ticket is ever created for that direction.

Phone matching (linking existing tickets)

Independently of auto-creation, when a call starts the module tries to attach an existing open ticket to it (process_call_event()):

For incoming calls it looks up the caller number, for outgoing calls the called number.
Matching is by phone_normalized (+ plus the stripped digits of the ticket's partner_phone), trying the +<digits> form first and then the raw digits.
Only active tickets in a non-folded stage (or no stage) are considered. If several match, the most recent (highest id) is used and a warning is logged.

Numbers shorter than the minimum extension length are ignored, so internal extensions are not matched to tickets.

Call summaries to the ticket

If the core OpenAI summary feature is enabled and the core Register Summary setting (register_summary) is on, then whenever a call's summary field is written and the call has a linked ticket, the summary is posted to that ticket's chatter. This is driven by a constraint on the summary field, so it happens automatically when the transcription/summary job completes.

Manual call/ticket actions

On the Connect call form (Connect ▸ Calls):

Ticket button — creates or opens the ticket for this call. If the call has no ticket yet, it first tries to match an existing open ticket by number; if none is found it opens a new ticket form pre-filled with the call's partner and number, and links it to the call on save. Requires an active license.
Helpdesk notebook page — shows the linked ticket and an Unlink button to detach it.
The call list gains a Ticket column (shown by default).

On the Helpdesk ticket form the module adds a Calls stat button that opens all connect.call records linked to the ticket, an optional Calls column on the ticket list, and partner_phone as a search field.