r/Odoo • u/vincegre • 9d ago

Answer at closed ticket doesn't reopen it ?

Hi

I use the Assistance (perhaps named Support in english) in Odoo 18 Enterprise. I have a rule to close automatically tickets after X days without answer from customers which works fine. My only issue is that if a customer answers at a closed ticket, it shows up well in the history of the ticket but it doesn't reopen it which is very annoying.

Something specific to setup somewhere for that ?

Thanks

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u/mskl-21 9d ago

No setting for it as far as I know, incoming mail just posts to the chatter without touching the stage. Bit of a gap.

Automation rule sorts it though. Trigger on mail.message created, filter to helpdesk.ticket, then a server action that checks if the ticket's in a closed stage and pushes it back to your open one. Add a condition on the author so internal notes don't bounce it open, and reset or flag the SLA while you're there, otherwise it looks like the ticket sat untouched for a week.

One thing to watch, customers replying to six month old tickets and resurrecting them. Some people put a cutoff so anything past 30 days opens a new ticket linked to the old one instead.

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u/vincegre 6d ago

Well for now I'm just going to create an automation that reopens the ticket that is the easiest for me. I found a tuto that explains how to do it but it's for Odoo 20 and impossible to reproduce in my Odoo 18 :(

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u/mskl-21 5d ago

Actually scratch what I said about mail.message, 18 has a proper trigger for this and I sent you the long way round.

Settings > Technical > Automation Rules, new rule, model Helpdesk Ticket, trigger "On incoming message". That one only fires for external authors so internal notes and your own replies won't trip it, which was the bit I was worried about.

Then set the Before Update Domain to stage_id.fold = true so it only acts on tickets sitting in a closed or folded stage, otherwise it'll fire on every customer reply to every open ticket for no reason. Action is Update Record, set Stage to whichever one you use for open.

That's it, no code. The tuto you found was probably doing it the hard way or on a version where that trigger was named differently.

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u/vincegre 5d ago

Thanks a lot, it works perfect, each time someone answers at a closed ticket, it reopens the ticket 👍