| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Helpdesk (helpdesk) |
| Lines of code | 190 |
| Technical Name |
helpdesk_stage_notify |
| License | LGPL-3 |
| Website | https://sebenz.co.za |
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Helpdesk (helpdesk) |
| Lines of code | 190 |
| Technical Name |
helpdesk_stage_notify |
| License | LGPL-3 |
| Website | https://sebenz.co.za |
Helpdesk Notifications
Automatic email and SMS to customer and service provider on every stage move
Fires email and SMS notifications automatically whenever a helpdesk ticket moves to a new stage — or when a ticket is first created. No manual action required. Works for any stage, including custom stages you add yourself.
Key features
Generic + override templates
Generic templates fire for every stage automatically — no setup needed when stages are added or renamed. Override specific stages with custom templates for richer content.
SMS via email-to-SMS gateway
Routes SMS through any email-to-SMS provider (WinSMS, Clickatell, BulkSMS…). Configure your gateway domain via System Parameters — no code editing required.
Service Provider field
Adds a Service Provider Many2one field to helpdesk tickets. The SP receives their own email on stage changes — and when they are assigned after the stage has already moved.
Why not use Odoo's built-in stage templates?
| Built-in stage templates | This module |
|---|---|
| Only fires on stage change | Fires on creation and stage change |
| Sends to partner_id.email only | Sends to any address — customer + SP |
| One template per stage | Generic fallback + per-stage overrides |
| No SMS support | Email-to-SMS gateway built in |
| No service provider concept | Dedicated SP field with its own notification |
Configuration
- Install the module — generic templates are created automatically.
- Go to Settings → Technical → Parameters → System Parameters and create or update the following keys:
helpdesk_stage_notify.sms_gateway_domain— your email-to-SMS gateway domain (e.g.@winsms.net,@sms.clickatell.com). Leave unset or empty to disable SMS notifications entirely.helpdesk_stage_notify.silent_stages— comma-separated list of stage names that should not trigger any notification (e.g.New, Cancelled). Leave unset or empty to notify on all stages.
- Customise template bodies in Technical → Email → Templates —
they are protected with
noupdate="1"so upgrades will never overwrite your edits.
Template protection
All mail templates ship with noupdate="1". This means Odoo creates
them once on install and never overwrites them on upgrade — so any customisations
you make in the Odoo UI are permanent.
Advanced: per-stage template overrides
For cases where a specific stage needs its own custom email or SMS content
(e.g. an "Allocated" stage that includes the service provider's name),
the STAGE_OVERRIDES dict in
models/helpdesk_ticket.py accepts per-stage template XML IDs.
This is an advanced developer customisation — all standard configuration
is handled via System Parameters as described above.
Helpdesk Notifications
Automatically sends email and SMS to the customer and an optional service provider whenever a helpdesk ticket moves to a new stage — including on ticket creation.
Features
- Fires on ticket creation and every stage change (Odoo's built-in stage templates only fire on stage changes, not on creation).
- Notifies the customer and an optional Service Provider partner.
- SMS delivered via any email-to-SMS gateway — no separate API integration.
- Generic fallback templates cover every stage automatically; no reconfiguration needed when stages are added or renamed.
- Silent stages — suppress notifications for chosen stages via a system parameter.
- Template protection — noupdate="1" keeps your UI edits safe across upgrades.
Requirements
- helpdesk (Odoo Enterprise)
- mail (standard)
- Odoo 18.0
Installation
- Copy the helpdesk_stage_notify folder into your Odoo addons path.
- Restart the Odoo server.
- Go to Apps → Update Apps List.
- Search for Helpdesk Notifications and click Install.
Configuration
All settings are managed via Settings → Technical → Parameters → System Parameters. No source-code editing is required for standard use.
SMS gateway domain
Create or edit the key helpdesk_stage_notify.sms_gateway_domain and set its value to your email-to-SMS provider's inbound domain, e.g. @winsms.net. Leave the value empty (or omit the key entirely) to disable SMS notifications.
Common gateway domains:
- WinSMS (South Africa): @winsms.net
- Clickatell: @sms.clickatell.com
- BulkSMS: @bulksms.net
Silent stages
Create or edit the key helpdesk_stage_notify.silent_stages and set its value to a comma-separated list of stage names that should not trigger any notification, e.g. New, Cancelled. Leave empty to notify on all stages.
Customising email templates
Templates are created on first install and marked noupdate="1". Edit their subject and body freely via Technical → Email → Templates — module upgrades will never overwrite your changes.
Per-stage template overrides (advanced)
To send different template content for a specific stage, populate the STAGE_OVERRIDES dict in models/helpdesk_ticket.py. See the inline comments for the expected format. This is a developer-level customisation; all standard configuration remains in System Parameters.
Service Provider field
The module adds a Service Provider Many2one field (linked to res.partner) to helpdesk tickets. The assigned service provider receives their own email notification whenever the ticket stage changes — and also when the SP is assigned after a stage move has already occurred.
License
LGPL-3
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