JasminSForgeFlow · Sep 11, 2026
diff --git a/crm_lead_escalation/README.rst b/crm_lead_escalation/README.rst
@@ -0,0 +1,154 @@
+.. image:: https://odoo-community.org/readme-banner-image
+   :target: https://odoo-community.org/get-involved?utm_source=readme
+   :alt: Odoo Community Association
+
+===================
+CRM Lead Escalation
+===================
+
+.. 
+   !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
+   !! This file is generated by oca-gen-addon-readme !!
+   !! changes will be overwritten.                   !!
+   !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
+   !! source digest: sha256:4339b52bc69a03106fdcd37224108166ea3ce150fd82ea48c7367a7813c34497
+   !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
+
+.. |badge1| image:: https://img.shields.io/badge/maturity-Beta-yellow.png
+    :target: https://odoo-community.org/page/development-status
+    :alt: Beta
+.. |badge2| image:: https://img.shields.io/badge/license-AGPL--3-blue.png
+    :target: http://www.gnu.org/licenses/agpl-3.0-standalone.html
+    :alt: License: AGPL-3
+.. |badge3| image:: https://img.shields.io/badge/github-OCA%2Fcrm-lightgray.png?logo=github
+    :target: https://github.com/OCA/crm/tree/19.0/crm_lead_escalation
+    :alt: OCA/crm
+.. |badge4| image:: https://img.shields.io/badge/weblate-Translate%20me-F47D42.png
+    :target: https://translation.odoo-community.org/projects/crm-19-0/crm-19-0-crm_lead_escalation
+    :alt: Translate me on Weblate
+.. |badge5| image:: https://img.shields.io/badge/runboat-Try%20me-875A7B.png
+    :target: https://runboat.odoo-community.org/builds?repo=OCA/crm&target_branch=19.0
+    :alt: Try me on Runboat
+
+|badge1| |badge2| |badge3| |badge4| |badge5|
+
+Leads sometimes stop moving: nobody calls the customer back, and nobody
+marks the lead as won or lost either. This module lets you define
+**escalation rules** that watch for those leads and warn a manager
+automatically.
+
+A rule answers three questions:
+
+- **When?** Either the lead got no follow-up for a given delay, or it is
+  neither won nor lost a given delay after its creation. The delay is
+  expressed in minutes, hours or days.
+- **Who?** The sales team leader of the lead, or one specific user.
+- **What?** A to-do activity is scheduled on the lead for that person,
+  an email is sent and logged in the chatter of the lead with its
+  recipient, and the lead can optionally be reassigned to them.
+
+Anything a salesperson does on the lead - a message, a planned or
+completed activity such as a call or a meeting, a stage change or a
+change of salesperson - counts as a follow-up and restarts the clock, so
+nobody gets notified twice for the same standstill.
+
+Several rules can run side by side, with their own delays, sales teams
+and recipients.
+
+Relation to the native rotting feature
+--------------------------------------
+
+Odoo 19 can already highlight stale records:
+``crm.stage.rotting_threshold_days`` together with ``is_rotting`` on the
+mail tracking duration mixin. That mechanism measures the time since the
+last **stage change**, per stage, with a granularity of one day, and it
+only colours the record in the interface.
+
+This module answers a different question: it measures the time since the
+last **follow-up** of any kind, with a granularity of one minute, per
+rule rather than per stage, and it notifies somebody about it.
+
+**Table of contents**
+
+.. contents::
+   :local:
+
+Configuration
+=============
+
+Go to **Settings > CRM > Lead Escalation > Manage Escalation Rules**, or
+to **CRM > Configuration > Lead Escalation Rules**, and create a rule:
+
+1. Choose the trigger: *No follow-up* or *Not won nor lost*.
+2. Set the delay, in minutes, hours or days.
+3. Choose who to notify: the *Sales Team Leader* of the lead, or a
+   specific user. Other modules may add more recipients to that list.
+4. Tick **Assign Lead to Recipient** to also make that person the
+   salesperson of the lead.
+5. Optionally restrict the rule to some sales teams, to leads or to
+   opportunities only.
+
+Rules are checked by the scheduled action **CRM: Escalate Leads**, which
+runs every 5 minutes. That interval is the precision of the shortest
+delays: raise it if you only use delays counted in days.
+
+The system parameter ``crm_lead_escalation.batch_size``, 1000 by
+default, sets how many leads each rule escalates per run.
+
+Usage
+=====
+
+Escalated leads are listed with the **Escalated** filter of the pipeline
+search view. On the lead itself, the *Last Follow-up* field shows when
+somebody last worked on it.
+
+Once the recipient works on the lead, the escalation is cleared and the
+rule can fire again if the lead stalls a second time.
+
+Bug Tracker
+===========
+
+Bugs are tracked on `GitHub Issues <https://github.com/OCA/crm/issues>`_.
+In case of trouble, please check there if your issue has already been reported.
+If you spotted it first, help us to smash it by providing a detailed and welcomed
+`feedback <https://github.com/OCA/crm/issues/new?body=module:%20crm_lead_escalation%0Aversion:%2019.0%0A%0A**Steps%20to%20reproduce**%0A-%20...%0A%0A**Current%20behavior**%0A%0A**Expected%20behavior**>`_.
+
+Do not contact contributors directly about support or help with technical issues.
+
+Credits
+=======
+
+Authors
+-------
+
+* ForgeFlow
+
+Contributors
+------------
+
+- Jasmin Solanki <jasmin.solanki@forgeflow.com>
+
+Maintainers
+-----------
+
+This module is maintained by the OCA.
+
+.. image:: https://odoo-community.org/logo.png
+   :alt: Odoo Community Association
+   :target: https://odoo-community.org
+
+OCA, or the Odoo Community Association, is a nonprofit organization whose
+mission is to support the collaborative development of Odoo features and
+promote its widespread use.
+
+.. |maintainer-JasminSForgeFlow| image:: https://github.com/JasminSForgeFlow.png?size=40px
+    :target: https://github.com/JasminSForgeFlow
+    :alt: JasminSForgeFlow
+
+Current `maintainer <https://odoo-community.org/page/maintainer-role>`__:
+
+|maintainer-JasminSForgeFlow| 
+
+This module is part of the `OCA/crm <https://github.com/OCA/crm/tree/19.0/crm_lead_escalation>`_ project on GitHub.
+
+You are welcome to contribute. To learn how please visit https://odoo-community.org/page/Contribute.
diff --git a/crm_lead_escalation/__init__.py b/crm_lead_escalation/__init__.py
@@ -0,0 +1 @@
+from . import models
diff --git a/crm_lead_escalation/__manifest__.py b/crm_lead_escalation/__manifest__.py
@@ -0,0 +1,26 @@
+# Copyright 2026 ForgeFlow S.L.
+# License AGPL-3.0 or later (https://www.gnu.org/licenses/agpl).
+
+{
+    "name": "CRM Lead Escalation",
+    "summary": "Notify a manager when a lead is not followed up or not closed in time",
+    "version": "19.0.1.0.0",
+    "category": "Sales/CRM",
+    "author": "ForgeFlow, Odoo Community Association (OCA)",
+    "website": "https://github.com/OCA/crm",
+    "license": "AGPL-3",
+    "depends": ["crm"],
+    "data": [
+        "security/ir.model.access.csv",
+        "security/crm_lead_escalation_rule_rules.xml",
+        "views/crm_lead_escalation_rule_views.xml",
+        "views/crm_lead_views.xml",
+        "views/res_config_settings_views.xml",
+        "data/mail_template_data.xml",
+        "data/ir_cron_data.xml",
+        "data/ir_config_parameter_data.xml",
+    ],
+    "development_status": "Beta",
+    "maintainers": ["JasminSForgeFlow"],
+    "installable": True,
+}
diff --git a/crm_lead_escalation/data/ir_config_parameter_data.xml b/crm_lead_escalation/data/ir_config_parameter_data.xml
@@ -0,0 +1,9 @@
+<?xml version="1.0" encoding="utf-8" ?>
+<!-- Copyright 2026 ForgeFlow S.L.
+     License AGPL-3.0 or later (https://www.gnu.org/licenses/agpl). -->
+<odoo noupdate="1">
+    <record id="config_parameter_batch_size" model="ir.config_parameter">
+        <field name="key">crm_lead_escalation.batch_size</field>
+        <field name="value">1000</field>
+    </record>
+</odoo>
diff --git a/crm_lead_escalation/data/ir_cron_data.xml b/crm_lead_escalation/data/ir_cron_data.xml
@@ -0,0 +1,14 @@
+<?xml version="1.0" encoding="utf-8" ?>
+<!-- Copyright 2026 ForgeFlow S.L.
+     License AGPL-3.0 or later (https://www.gnu.org/licenses/agpl). -->
+<odoo noupdate="1">
+    <record forcecreate="True" id="ir_cron_crm_lead_escalation" model="ir.cron">
+        <field name="name">CRM: Escalate Leads</field>
+        <field name="model_id" ref="model_crm_lead_escalation_rule" />
+        <field name="state">code</field>
+        <field name="code">model._cron_escalate_leads()</field>
+        <field name="user_id" ref="base.user_root" />
+        <field name="interval_number">5</field>
+        <field name="interval_type">minutes</field>
+    </record>
+</odoo>
diff --git a/crm_lead_escalation/data/mail_template_data.xml b/crm_lead_escalation/data/mail_template_data.xml
@@ -0,0 +1,43 @@
+<?xml version="1.0" encoding="utf-8" ?>
+<!-- Copyright 2026 ForgeFlow S.L.
+     License AGPL-3.0 or later (https://www.gnu.org/licenses/agpl). -->
+<odoo noupdate="1">
+    <record id="mail_template_crm_lead_escalation" model="mail.template">
+        <field name="name">CRM: Lead Escalation</field>
+        <field name="model_id" ref="crm.model_crm_lead" />
+        <field name="use_default_to" eval="False" />
+        <field name="subject">Lead needs attention: {{ object.name }}</field>
+        <field
+            name="description"
+        >Sent to the escalation recipient when a lead is not followed up in time.</field>
+        <field name="body_html" type="html">
+            <div style="margin: 0px; padding: 0px;">
+                <p>Hello,</p>
+                <p>
+                    The lead
+                    <t t-out="object.name or ''" />
+                    has not moved forward and needs your attention.
+                </p>
+                <ul>
+                    <li t-if="object.partner_id">Customer: <t
+                        t-out="object.partner_id.display_name"
+                    /></li>
+                    <li t-if="object.user_id">Salesperson: <t
+                        t-out="object.user_id.display_name"
+                    /></li>
+                    <li t-if="object.team_id">Sales Team: <t
+                        t-out="object.team_id.display_name"
+                    /></li>
+                    <li t-if="object.stage_id">Stage: <t
+                        t-out="object.stage_id.display_name"
+                    /></li>
+                    <li t-if="object.last_followup_date">Last follow-up: <t
+                        t-out="format_datetime(object.last_followup_date, tz=ctx.get('tz'), dt_format='short')"
+                    /></li>
+                </ul>
+                <p>A to-do activity has been scheduled on the lead for you.</p>
+            </div>
+        </field>
+        <field name="auto_delete" eval="True" />
+    </record>
+</odoo>
diff --git a/crm_lead_escalation/models/__init__.py b/crm_lead_escalation/models/__init__.py
@@ -0,0 +1,3 @@
+from . import crm_lead_escalation_rule
+from . import crm_lead
+from . import mail_activity
diff --git a/crm_lead_escalation/models/crm_lead.py b/crm_lead_escalation/models/crm_lead.py
@@ -0,0 +1,61 @@
+# Copyright 2026 ForgeFlow S.L.
+# License AGPL-3.0 or later (https://www.gnu.org/licenses/agpl).
+
+from odoo import Command, fields, models
+
+FOLLOWUP_RESET_FIELDS = {"stage_id", "user_id"}
+
+
+class CrmLead(models.Model):
+    _inherit = "crm.lead"
+
+    last_followup_date = fields.Datetime(
+        string="Last Follow-up",
+        default=lambda self: self.env.cr.now(),
+        readonly=True,
+        copy=False,
+        index=True,
+        help="Last time somebody worked on this lead: a message, a planned or "
+        "completed activity, a stage change or a new salesperson.",
+    )
+    escalation_rule_ids = fields.Many2many(
+        "crm.lead.escalation.rule",
+        string="Applied Escalation Rules",
+        readonly=True,
+        copy=False,
+    )
+
+    def write(self, vals):
+        changed_fields = FOLLOWUP_RESET_FIELDS & vals.keys()
+        # Rewriting a field with the value it already holds is not a follow-up.
+        to_reset = self.filtered(
+            lambda lead: any(
+                lead[name].id != (vals[name] or False) for name in changed_fields
+            )
+        )
+        res = super().write(vals)
+        if to_reset:
+            to_reset._reset_followup()
+        return res
+
+    def message_post(self, **kwargs):
+        message = super().message_post(**kwargs)
+        if kwargs.get("message_type", "notification") in ("comment", "email"):
+            self._reset_followup()
+        return message
+
+    def _reset_followup(self):
+        """Restart the escalation clock and allow the rules to fire again."""
+        if self.env.context.get("crm_lead_escalation"):
+            return
+        leads = self.filtered(lambda lead: lead.won_status == "pending")
+        if not leads:
+            return
+        # Technical fields: whoever may post on the lead may reset its clock,
+        # even without write access on the lead itself.
+        leads.sudo().write(
+            {
+                "last_followup_date": self.env.cr.now(),
+                "escalation_rule_ids": [Command.clear()],
+            }
+        )