I am a paying customer of Odoo but somehow due to me self-hosing (and saving them some money while doing that) it seems support is not really engaged.
I setup helpdesk. That worked nicely mostly. I also have configured my own (Postmark and ImprovMX > Gmail) custom mail servers.
It all works fine, the users can create tickets, these tickets are added in my ticketing system and I can reply, they can reply, etc.
However, it does NOT create a ticket when someone emails to my alias domain tld I have setup for this team/channel.
Here's how it currently works:
- user can create ticket in the online form.
- upon this, an acknowledgement email is sent to the user, _from the proper alias @ domain tld_ I have setup.
- But in the default template of this email it says "reply to this email to add more information. That does NOT work: replying to that email (alias @ domain tld) does not add to the conversation).
- I can reply in the online form.
- The user at this point gets an email _using the wrong template_ (seems some "default" template that I can nowhere edit), and it is sent to the user from the WRONG email (default @ domain tld).
- The user can NOT reply to alias domain tld, no reply will be posted in the ticketing system. He has to go online and comment there, that works.
- All further follow ups are notified to the user using the _wrong email and template_
Now, I dug into the documentation and all I could find that might be cause of the issue is this mention: (this rather unreasonable "karma" system does not let me post links to receiving_tickets html):
> The configuration steps outlined above are for Odoo Online and Odoo sh databases. For On-premise databases, additional configuration for custom email servers and email aliases may be required.
OK, so I dug if I setup my custom email servers and aliases correctly. And clearly I did, because I CAN receive and send emails even from the alias, just only on the first acknowledgement of a ticket, and/or for example in email marketing, but not on FOLLOW Up on tickets: in this case, the "default" email of my company is mysteriously used.
I read in (this rather unreasonable "karma" system does not let me post links to email_servers html):
> If the database’s hosting type is Odoo on-premise, create an Incoming Mail Server in Odoo for each alias. To create a new incoming server go to: Settings > Discuss > Custom Mail Servers > Incoming Mail Servers > New Fill out the form according to the email provider’s settings. Leave the Actions to Perform on Incoming Mails field blank. Once all the information has been filled out, click on TEST & CONFIRM.
But that is A) not reasonable and B) impossible:
A) Why would it be necessary? It clearly works upon ticket acknowledgement, so this point is clearly not necessary
B) I use gmail as the outgoing provider. The username when setting up IMAP or POP has _nothing to do with the receiver_ and _everything to do with the google login_. So of course, I cannot add alias domain tld for the login there, and even less, adding ONE FOR EACH ALIAS, that is nonsense: a login for an IMAP or POP server is ONE, and it is the username used when creating the gmail account, it has nothing to do with who receives that email or who sends it.
There are a few peculiarities on my install:
- it is a subdomain (rep domain tld).
- the Postmark and ImprovMX are setup on the main domain.
- the ImprovMX is mapped to gmail so I can send using Gmail, using the default domain tld address (and btw this works greatly, as above comments prove, and I use this same setup on countless other subdomains to send and receive emails)
All DNS entries are absolutely correct for this email servers. I clearly CAN send and receive emails in the Odoo systems, and clearly it WORKS on the ticket acknowledgement, but it does NOT on any follow up tickets
Can anyone help me to fix this?
A) I want that the tickets are created when someone writes to alias domain tld
B) I want to know how I can edit that ugly "default" template it seems to use on follow up replies
Thank you kindly