feat: enhance agent profile with availability status and signature by Shindhu-Ramaswamy · Pull Request #3002 · frappe/helpdesk

Shindhu-Ramaswamy · 2026-02-10T05:48:12Z

1.Agent Availability Status

Introduced an Availability Status field for agents (e.g. Available / Away).

This allows the system to clearly distinguish agents who are currently available to take tickets.

Agent Signature

Added a Signature field to the HD Agent doctype.

This can be used in ticket responses and communications.

Assignment UX Improvement

When assigning a ticket:

Only available agents are shown in the Assign To dropdown.

Prevents accidental assignment to away agents.

If an agent is marked as Away, a warning popup is shown during assignment.

Backend Filtering for Assign To

Implemented a custom assign_to_conditions override to ensure:

Agent filtering is enforced at the backend level.

Only agents with availability status = Available are returned in assignment queries.

#issue #2872 – Enhance Agent’s Profile

I completed the corrections .

     ---> both signature and status field  are shown in the settings modal , so agents can view and edit them.
     ---> Fetches agent's signature from DB and auto-fills it in the reply box when opened.
     ---> replaced frappe.throw with frappe.msgprint and frappe.log_error so ticket creation is not blocked.

codecov · 2026-02-10T16:25:41Z

Codecov Report

❌ Patch coverage is 77.77778% with 2 lines in your changes missing coverage. Please review.
✅ Project coverage is 50.84%. Comparing base (abc5058) to head (910edf4).
⚠️ Report is 29 commits behind head on develop.

Files with missing lines	Patch %	Lines
helpdesk/overrides/assign.py	77.77%	2 Missing ⚠️

Additional details and impacted files

@@             Coverage Diff             @@
##           develop    #3002      +/-   ##
===========================================
+ Coverage    50.78%   50.84%   +0.06%     
===========================================
  Files          122      123       +1     
  Lines         5372     5381       +9     
===========================================
+ Hits          2728     2736       +8     
- Misses        2644     2645       +1

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RitvikSardana · 2026-02-19T14:10:37Z

helpdesk/overrides/assign.py

+def user_query_condition(user):
+    return """
+        EXISTS (
+            SELECT 1 FROM `tabHD Agent`
+            WHERE `tabHD Agent`.user = `tabUser`.name
+            AND `tabHD Agent`.availability_status = 'Available'
+        )
+    """


this is not needed, you can remove this

"Fixed in commit 910edf4 — removed the user_query_condition function"

RitvikSardana · 2026-02-19T14:18:40Z

helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.py

+    def assign_agent(self, agent):
+        availability = frappe.db.get_value("HD Agent", agent, "availability_status")
+
+        if availability == "Away":
+            frappe.throw("This agent is marked as Away and cannot be assigned tickets.")
+


this function is not used anywhere, except apply_escalation_rule function, which is deprecated.

"Fixed in commit 910edf4

RitvikSardana · 2026-02-19T14:21:13Z

helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.py

+        # Append agent signature if present
+        signature = frappe.db.get_value("HD Agent", {"user": sender}, "signature")
+        if signature and signature not in message:
+            message = f"{message}\n\n{signature}"


This seems counter intuitive, we shouldn't do this.

We should show signature in the reply box in the ticket view, like as soon as an agent opens the reply box in the Ticket View, the signature should be displayed there.

This is how it should be displayed from the agent's signature

"Fixed in commit 910edf4 — removed backend signature logic, moved to frontend in EmailEditor.vue"

RitvikSardana · 2026-02-19T14:22:17Z

helpdesk/helpdesk/doctype/hd_agent/hd_agent.json

@@ -34,6 +36,21 @@
   "in_list_view": 1,
   "label": "Is Active"
  },
+  {
+   "default": "Available",
+   "fieldname": "availability_status",
+   "fieldtype": "Select",
+   "in_list_view": 1,
+   "label": "Availability Status",
+   "options": "Available\nAway",
+   "reqd": 1
+  },
+  {
+   "description": "automatically added in reply section",
+   "fieldname": "signature",
+   "fieldtype": "Small Text",
+   "label": "Signature"


Ensure that these are also shown in the "Profile" tab shown in "Settings Modal" both signature and status field

"Fixed in commit 910edf4 — added both fields to Profile.vue"

RitvikSardana · 2026-02-19T14:22:41Z

helpdesk/helpdesk/doctype/hd_agent/hd_agent.js

+frappe.ui.form.on('HD Agent', {
+    refresh: function(frm) {
+        // Example: make status editable
+        frm.set_df_property('availability_status', 'read_only', 0);
+    }


this is not needed

removed the unwanted code

RitvikSardana · 2026-02-19T14:24:31Z

helpdesk/overrides/assign.py

+    if status == "Away":
+        frappe.throw(
+            msg=_("This agent is marked as Away and cannot be assigned tickets."),
+            title=_("Agent Unavailable"),
+            exc=frappe.ValidationError,
+        )


We should not throw error, we could do frappe.msgprint and frappe.log_error instead

coz let us say if a ticket was about to be created and then it got assigned to an agent who is unavailable, then the system will throw an error and the ticket will not be created. We should not block ticket creation process.

"Fixed in commit 910edf4 — replaced with frappe.msgprint and frappe.log_error"

Shindhu-Ramaswamy · 2026-02-26T08:59:33Z

@RitvikSardana I have made the requested changes. Kindly review and let me know your feedback.

RitvikSardana · 2026-02-27T06:36:27Z

on changing Signature or Status, the save button is still disabled

On Saving, the changes in these 2 fields are not saved

RitvikSardana · 2026-02-27T06:38:30Z

desk/src/components/Settings/Profile/Profile.vue

+          <FormControl
+            class="w-full md:col-span-2"
+            type="textarea"
+            :label="__('Signature')"
+            v-model="profile.signature"
+          />


this should be a TextEditor component

RitvikSardana · 2026-02-27T06:38:41Z

desk/src/components/Settings/Profile/Profile.vue

+      availabilityStatus: data.availability_status,
+      signature: data.signature,


this is half baked

RitvikSardana · 2026-02-27T06:39:44Z

desk/src/components/EmailEditor.vue

+  try {
+    const res = await getSignature.fetch();
+    signature = res?.signature || "";
+  } catch (err) {


no need to do this, we already fetch some user details, get it from there.

RitvikSardana · 2026-02-27T06:40:03Z

desk/src/components/EmailEditor.vue

 }

-function addToReply(
+async function addToReply(


Should not be Async

RitvikSardana · 2026-02-27T06:43:40Z

helpdesk/overrides/assign.py

+def validate_agent_availability(doc, method=None):
+    if not doc.allocated_to:
+        return
+
+    status = frappe.db.get_value(
+        "HD Agent",
+        {"user": doc.allocated_to},
+        "availability_status",
+    )
+
+    if status == "Away":
+        frappe.msgprint(
+            msg=_("This agent is marked as Away "),
+            title=_("Agent Unavailable"),
+    )
+        frappe.log_error("Ticket assigned to Away agent", "Agent Unavailable")


I was still able to assign it to the the Agent who is unavailable,

check how assignment rule is being applied for reference

Shindhu-Ramaswamy · 2026-03-06T10:15:00Z

@RitvikSardana i had made the changes in the code . please review and let me know your feedback

feat: enhance agent profile with availability status and signature

6d4192f

Merge branch 'develop' into fix/available-agents-only

e52454d

RitvikSardana reviewed Feb 19, 2026

View reviewed changes

fix: show agent signature in reply box and agent availability

910edf4

Shindhu-Ramaswamy requested a review from RitvikSardana February 24, 2026 06:48

Shindhu-Ramaswamy and others added 2 commits February 26, 2026 12:40

Merge branch 'develop' into fix/available-agents-only

3171e12

feat: show agent signature in reply box

54ce1dd

RitvikSardana reviewed Feb 27, 2026

View reviewed changes

desk/src/components/EmailEditor.vue Outdated

}

function addToReply(

async function addToReply(

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Should not be Async

RitvikSardana reviewed Feb 27, 2026

View reviewed changes

Shindhu-Ramaswamy and others added 2 commits March 5, 2026 12:26

Merge branch 'develop' into fix/available-agents-only

6b4bc87

updated agent signature and status

e1d108a

Merge branch 'develop' into fix/available-agents-only

29732e4

		availabilityStatus: data.availability_status,
		signature: data.signature,

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