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When creating a ticket, the user does not receive a confirmation email.
By creating an email template and putting it in email in the "New" step, the user receives a confirmation email if they created the ticket through the user portal, but not if they created the ticket by sending an email to the email address (but the ticket is successfully created).
Furthermore, members of the Support team do not receive a notification email in the event of a new ticket opened by the portal.
On the other hand, they receive a notification if it is an open ticket by email (a sort of email transfer).
Can you help me please?
To Reproduce
Affected versions: 16.0
Steps to reproduce the behavior:
Send an email to support@acme.com > No confirmation email for the user. Support team got a notification email.
Open a ticket on the user portal > Confirmation email received. Support team don't receive notification email
Expected behavior
Send an email to support@acme.com > Confirmation email received. Support team got a notification email.
Open a ticket on the user portal > Confirmation email received. Support team got a notification email.
Additional context
Odoo self-hosted 16.0
The text was updated successfully, but these errors were encountered:
We have been able to reproduce this bug, at least the confirmation email part, also in version 14.0.
Noticing that automatic mail worked fine on all other stages, since they were handled from the backend, it seemed to be a problem specific to the creation of new tickets received by email.
Our workaround was to explicitly declare the stage_id in the Default values of Alias configuration.
There hasn't been any activity on this issue in the past 6 months, so it has been marked as stale and it will be closed automatically if no further activity occurs in the next 30 days.
If you want this issue to never become stale, please ask a PSC member to apply the "no stale" label.
Module
Helpdesk
Describe the bug
When creating a ticket, the user does not receive a confirmation email.
By creating an email template and putting it in email in the "New" step, the user receives a confirmation email if they created the ticket through the user portal, but not if they created the ticket by sending an email to the email address (but the ticket is successfully created).
Furthermore, members of the Support team do not receive a notification email in the event of a new ticket opened by the portal.
On the other hand, they receive a notification if it is an open ticket by email (a sort of email transfer).
Can you help me please?
To Reproduce
Affected versions: 16.0
Steps to reproduce the behavior:
Expected behavior
Additional context
Odoo self-hosted 16.0
The text was updated successfully, but these errors were encountered: