Send notification to all team members when a new ticket is created from an email

[lisandroberardi]

Hi there,

I'm using the Helpdesk module with Odoo v16. Great work!

All is OK, the only problem is that when a ticket is created from an email only the main administrator receive the notification about that.

Is there any way to send that email to all team members?

Thank you very much!

Regards!

[lisandroberardi]

Any help here! Thanks!

[github-actions]

There hasn't been any activity on this issue in the past 6 months, so it has been marked as stale and it will be closed automatically if no further activity occurs in the next 30 days.
If you want this issue to never become stale, please ask a PSC member to apply the "no stale" label.

[lorenzomorandini]

@lisandroberardi did you ever find out?

Is this supposed to be a feature or a bug? It doesn't really makes sense that the administrator receives updates while the team doesn't.. I'm trying to figure out if it's an odoo thing or something done from this module.

[lisandroberardi]

@lisandroberardi did you ever find out?

Is this supposed to be a feature or a bug? It doesn't really makes sense that the administrator receives updates while the team doesn't.. I'm trying to figure out if it's an odoo thing or something done from this module.

Hi @lorenzomorandini,

After a long revision I solved it:

Enable the developer mode (Menu > 'Settings' > 'Activate the developer mode') and create a new follower for the user you want to receive notifications (Menu > 'Settings' > 'Activate the developer mode' > 'Technical' > 'Followers' > 'NEW'), you could clone the current 'helpdesk.ticket.team' for the Administrator changing the 'Related Partner'.

I hope this help you ;)

Regards,
Lisandro.

[lorenzomorandini]

Thank you, that pointed me in the right direction. Emails are sent because of the mail.message.subtype objects. Every user subscribed to the chatter of a team gets notified on the creation of tickets for the team.

[lisandroberardi]

Thank you, that pointed me in the right direction. Emails are sent because of the mail.message.subtype objects. Every user subscribed to the chatter of a team gets notified on the creation of tickets for the team.

@lorenzomorandini Glad to hear that! Regards! Lisandro.