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Zaza

Helpdesk (All Tickets) notification or highlight for which ticket customer replied Too.


currently, we cant see which ticket customer replied too,


in All Tickets screen, e.g. you have 500 Tickets you replied too,

next day one customer replied to his ticket, 

how to highlight which ticket customer replied too? 

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Zaza
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Can anyone reply to this please....

Christophe Bellanger 
Hello,

Users subscribed to tickets will receive a notification (Odoo or mail according to their user preferences).

Otherwise it is possible to put an automated action on the message creation to for example change the color in kanban view of tickets.

Hope this can be useful to you
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Jack Lee
Best Answer

Hello, how can you put automated action on the message creation to change the color in Kanban view of tickets when you have a new response ? Regards.

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Christophe Bellanger

Hello,

On ODOO V11 for example, an automated action on the "mail.message" model. Check in the application domain that the author is not an internal user and that the document template is helpdesk.ticket. And in Python code, you have to put for example:

if record:

tickets = env ['helpdesk.ticket']. search ([('message_ids', '=', record.id)])

for ticket in tickets:

ticket.write ({'kanban_state': 'done'})