Which email header field(s) are used by Odoo to ensure that an email is linked to it's relative document

Question

Hi there,

Could you please help me with some technical advise. We have a client that makes use of Domino (Lotus Notes) as their mailclient. When they reply to an email that we sent from Odoo from a task or a helpdesk ticket, instead of the email being attached back to the task or the helpdesk ticket, a brand new task or helpdesk ticket is created.

I assume this is because of the Domino server making a change the headers that the Odoo system needs to attach the email to the relative task or tic

Haresh Kansara · Accepted Answer

Hi,
there are two fields on email record, related model and related id (res_model and res_id fields) to identify that email is related to which document.
Actualy every document related email is created from mail message based. so every mail has mail_message_id and that massage has every detail like related document model and id.
Also email header has one identification something like x-odoo... which contains model name and record id.
I hope it will give idea how it works.
Regards
Haresh Kansara

Ympronta · Answer

Hi,
I have exactly the same issue.
Rayno,  Did you solved it?
In incoming email I have updated field  Headers 	 {'X-Odoo-Objects': 'helpdesk.ticket-1309'}, as suggested by Haresh, but it did not worked... odoo created new ticket instead of queueing to the existing one.

But when I reply from Outlook i see there is a new field " In-Reply-To:" that contains the message-id of original message.
Coudl it be the field Odoo uses to identify the original object and to add the incoming message to his cha

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