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Fabian Scheidnass

Hello to all,


we would like to realize the following in odoo online latest version

If a agent is answering to the customer, the stage should be changed automatically.

If the customer replies, the stage should be changed automatically.

The "Update Record" to change the stage is working fine, but we are not able to find the right "watch fields" for the following:

-> mail from customer
-> mail to customer

Thanks in advance
Fabian

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Sebastien BOSSOUTROT (IROKOO - France)
Bästa svar

Hi,

have a look at the mail.message model

the identifier fields are Type and Subtype, and Related Document model

mail from customer : Type: Email, SubType Discussions, Related: helpdesk.ticket

Domain: ["&","&",["message_type","=","email"],["model","=","helpdesk.ticket"],["author_id.user_ids","=",False]]

mail to followers (more than customer): Type: Comment, SubType Discussions, Related: helpdesk.ticket

from that you can add python code with an automated action to change the helpdesk stage, something like.

env['helpdesk.ticket'].search([('id','=',record.res_id)]).write ({'stage_id': 5})
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Eduardo Gusmão
Bästa svar

Hi Sebastien

I'm new on odoo system and I saw your response from this thread

The python code that you send change the ticket stage, but how i detec when the email discussion its changed?

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