Odoo is the world's easiest all-in-one management software. It includes hundreds of business apps:
CRM | e-Commerce | Accounting | Inventory | PoS | Project management | MRP | etc.
Updated and now resolved by below question
I have tested incoming mails on closed requests. Problem is the email goes in ok, but the email stays closed. What I need to do is to re open the request and perhaps even inform the original owner.
Is there any way to do this?
I have worked this one out and if any one else would like to know, please see below:
Setup an incoming mail record and add the relevant create new record in:
For this it would be helpdesk.
Setup a new server action:
I have named this re-open ticket, but anything that makes sense would be fine.
Within the Server Action, select the object you want to adjust. For my example, i am using Helpdesk. Action type is "Write Object". Under the "Create/Write/Copy", select status value is equal to open.
What this does is to set the value to open, on any ticket when a reply is received. Ok, the ticket may be in a different status and may in some circamstances not need to be changed. But at the moment, we need the ticket to move to open for any replied to tickets. Additionally, I will add a new status later, called perhaps "customer replied". So we can track when a customer has replied by status.
About This Community
This platform is for beginners and experts willing to share their Odoo knowledge. It's not a forum to discuss ideas, but a knowledge base of questions and their answers.Register
Odoo Training Center
Access to our E-learning platform and experience all Odoo Apps through learning videos, exercises and Quizz.Test it now
|Asked: 6/6/13, 2:15 PM|
|Seen: 1725 times|
|Last updated: 3/16/15, 8:10 AM|