Hi!
I am new to Odoo v9 and have been reading into the subject of using Odoo as a support ticket system. I have Odoo set up properly, created a Support project and defined that incoming mails (to support@...) create a new Issue in that project. Assigning, replying and internal commenting all works.
Now I need some additional functions. The most important would be to send an automatic template-based email reply when a new ticket comes in/is created. My online studies showed that the following process is required to achieve this:
1. Create an Email template
2. Create a Server Action to send the Email
3. Create an Automated Action that triggers the Server Action
First of all: Is this process correct?
Then I do have several questions concerning each of the steps. Keep in mind that I want a solution without Python coding but using the UI of Odoo v9 (Settings - Technical - ...).
Step1 - Create an Email template:
What do I need to set in the "Applies to" field? I set it to Project Issue, but that was a wild guess.
In the Email configuration tab: I set the "To (Emails)" field to: ${object.email_from} That seemed to be the most logical. Will that send the reply to the ticket issuer?
Step 2- Create a Server Action to send the Email:
I set "Base Model" to Project Issue again but have no idea what this actually does. Can someone elaborate?
I set "Action to do" to Send Email (obvious)
Condition is "true". What does this mean?
Sequence is "0". What does this mean?
As Email I selected the previously created template (obvious).
Step 3 - Create an Automated Action that triggers the Server Action:
Created a new automated action and gave it a rule name. Now what to set at related document model? Project Issue?
In the conditions tab:
I set "When to run" to "On Creation". Now I want to limit the action to the Support project only (I do not want an automatic reply when an issue is created in another project). I guess that should be done in the "Filter" section, but I don't understand how to.
In the Actions tab:
I selected my previously created Server action under "Server actions to run".
So, heaps of questions and I am happy about every answer, also if it covers only a part of my question. In general, where can I find information about such stuff? The documentation of Odoo really doesn't help. Isn't all of this explained somewhere?
Thanks in advance for all answers! Best, Thomas