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Beda

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

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Beda
Author Best Answer

Hi Jaideep, those settings are correct.

1. The mail server is correct because indeed, the user does get the ticket acknowledgement mail, and any follow up also sends an email, just not from the alias

2. The team is setup correctly 

3. As outlined in my post, you cannot set up a specific out/incoming server for an _alias_ when you use Gmail - because in fact, the Gmail is setup to the "main" mail, and the Postmark/ImprovMX accept any address. You can however not setup a second mail server for an alias, that is just plain out not possible when using Gmail. 

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Jaideep

Yes, from what you describe outgoing messages seem to be working fine. The issue seems to be only with incoming messages (replies as well as original messages). More specifically the alias. Could suggest to test without alias and validate if the replies are being received with catchall@

Below documentation addresses the set-up of incoming emails
https://www.odoo.com/documentation/16.0/applications/general/email_communication/email_servers.html#manage-inbound-messages

Beda
Author

Dear Jaideep, thank you - when I send email to alias - it does log it in the Settings > Technical > Email list
Thus, the email works
But, it says "status:outgoing", even if I sent it _to_ alias from my local mail client (from:another email)

Up and until today, this did never create a ticket.
And today, all of a sudden it did create a ticket.

But in turn, the sender did not receive the acknowledgement email this time.

And again when I replied to the ticket in Odoo, it send that reply to the "customer" not using the alias, but my main email of the odoo install. This despite that every team and alias is setup.

I am at a loss, since this all appears to work sporadically, and not correctly.

Jaideep

>>>But in turn, the sender did not receive the acknowledgement email this time.<<<

Were you able to check status of email from Settings > Technical > Email. The ticket chatter also logs the acknowledge email

>>>And again when I replied to the ticket in Odoo, it send that reply to the "customer" not using the alias, but my main email of the odoo install.<<<

This is standard behaviour, emails sent from chatter would have the user's email id and not that of the alias

Beda
Author

After hours, days, I found that odoo does NOT check regularly for emails.
In fact, if I go to the INCOMING mails server settings, and press FETCH NOW, guess what: the tickets come in in floods/

This not only confirms that it works. It also confirms there is something wrong with odoo.
Why is it not fetching the mails unless I press "Fetch Now"?

Thank you for your continued help!

Jaideep

Set the time intervals for Outgoing and Incoming emails from Settings > Configuration > Scheduled Actions

Beda
Author

Hello Jaideep, thanks

> Settings > Configuration > Scheduled Actions
There is no such menu in Settings.

Where do I find it?
Checked both in Settings > Configuration > Scheduled Actions, and as well Helpdesk >

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Jaideep
Best Answer

Would check if the Incoming mail server for the alias email has been configured correctly and action to perform is set to create a new record in Helpdesk Ticket

Settings > Configuration > Incoming Mail Servers

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