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Timo Sirinyan

Hi all,

I am trying to deploy some automated actions to change ticket stages. My goal is to have stages "Support pending" / "Customer pending". When there is action necessary on our end, the ticket will remain in "Support pending" and afterwards manually moved to stage "Customer pending" to reflect that it is waiting on customer response. When a new message from the customer is received, the automated action should move the ticket back to "Support pending". 

What would be the correct Apply on condition to do this?


Also, as a more general question, is there a way to read for a given dataset the values of all the fields? That would be immensely helpful. As we have our instance hosted at a service provider and don't have direct system or DB access I find myself very frequently guessing when trying to do such kind of things.


Thanks and kind regards!

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Timo Sirinyan
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Hi BeaiS,

Jaideep's linked post was indeed very helpful. Thank you Jaideep.

I modified it, so that only when a ticket is in certain stages, it will be moved to one to-do stage on new mail.

What you need to do is:

- Create you stages
- Note the ID's of the stages (You can see them in the browser URL when editing them)
- Activate Debug Mode
- Create a new automated Action, with the following details (You need to modify your stage id's accordingly)



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Beau
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Did u get it to work?, we are looking for the same thing. You would think this is standard in odoo. But unfortunately not.

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Jaideep
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An automated action can be triggered to change stage on customer reply.

https://www.odoo.com/forum/helpdesk-29/re-open-ticket-helpdesk-181636

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