When a website visitor Submits a helpdesk ticket, An email is automatically sent to the visitor notifying them of their ticket number and this email also has a button that will take the visitor to the ticket. When the visitor responds to this email, It is captured in the chatter. however, there is no notification sent via email to the user assigned to the task.
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The obvious setting that is required here is to set the Notification preferne of the user as "Handle by Emails"
The reason the email is only recorded in the chatter and does not notify the assigned user is that the subtype of the email that is sent out automatically from Odoo is categorized as a Note. Note subtypes do not notify the followers of a document by email.
The Solution approach is going to be changing this subtype every time this email is sent out in Odoo. We will be doing this via Automated Action.
From the Message we can gather that the email is sent by OdooBot, the current Subtype is Note and the related document model is helpdesk.ticket.
The following Automated action should be created to change the subtype to Discussions which will enable the notification feature notifying the user assigned to the task when an email is sent as a response to the automated email sent from Odoo.
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