| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Helpdesk (helpdesk) |
| Lines of code | 112 |
| Technical Name |
manatec_reply_to_closed_ticket |
| License | OPL-1 |
| Website | https://www.manatec.de |
| Versions | 17.0 18.0 |
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Helpdesk (helpdesk) |
| Lines of code | 112 |
| Technical Name |
manatec_reply_to_closed_ticket |
| License | OPL-1 |
| Website | https://www.manatec.de |
| Versions | 17.0 18.0 |
manaTec Reply to closed Tickets
Add new functionality to choose whether to automatically email the customer or create a follow-up ticket if the customer requested changes on already closed ticket
Our Reply to Closed Tickets Module allows you to decide for yourself how you want to react to an incoming request for a closed ticket. You have the choice of either sending your customer an email using our supplied email template, which you can, of course, customize as you wish, or you can decide to automatically generate a follow-up ticket when a request is received for a ticket that has already been closed.
Configuration
- Navigate to the Helpdesk Module
- Navigate to one of the Helpdesk Teams and find the two reply to closed ticket configuration options:
Changelog
- Module adds new functionality to choose whether to automatically email the customer or create a follow-up ticket if the customer requested changes on already closed ticket
- Deleted help in view and added to field-defintion instead
- Only execute reply to closed features if not internal communication
- Use with_user(SUPERUSER_ID) for sending follow-up mail in case all fallbacks in mail-template fail
- Use msg.get() instead of msg[] to prevent KeyError,
- improved Ticket description if email contains images
- Copying incoming email message with all attachments into Ticket
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