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odoo accounting v14 pos v15
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Rayno Burger

Hi there,


Could you please help me with some technical advise. We have a client that makes use of Domino (Lotus Notes) as their mailclient. When they reply to an email that we sent from Odoo from a task or a helpdesk ticket, instead of the email being attached back to the task or the helpdesk ticket, a brand new task or helpdesk ticket is created.


I assume this is because of the Domino server making a change the headers that the Odoo system needs to attach the email to the relative task or ticket. If I know what header(s) Odoo uses to do this, I can help the Domino administrators to resolve this.


I did take this up with my Odoo expert as part of our success factors, but their response was very simple: "This is outside of Odoo's control and the client would need to use another email client" - obviously this answer is not technical nor acceptable, so I'll try and find my own help through here.


I hope someone can help me?


Regards,

Rayno

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Chris TRINGHAM

Brilliant, thank you :)

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Haresh Kansara
Paras vastaus

Hi,

there are two fields on email record, related model and related id (res_model and res_id fields) to identify that email is related to which document.

Actualy every document related email is created from mail message based. so every mail has mail_message_id and that massage has every detail like related document model and id. 

Also email header has one identification something like x-odoo... which contains model name and record id.

I hope it will give idea how it works.

Regards

Haresh Kansara

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Ympronta
Paras vastaus

Hi,

I have exactly the same issue.

Rayno, 

Did you solved it?

In incoming email I have updated field Headers {'X-Odoo-Objects': 'helpdesk.ticket-1309'}, as suggested by Haresh, but it did not worked... odoo created new ticket instead of queueing to the existing one.

But when I reply from Outlook i see there is a new field "In-Reply-To:" that contains the message-id of original message. 
Coudl it be the field Odoo uses to identify the original object and to add the incoming message to his chatter?


Till now I was not able to add this field into reply message.

Can you confirm that this is the right way? so I continue in this direction.


thanks



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