[16.0] Helpdesk - confirmation email not sent

[Toomaaa]

Module

Helpdesk

Describe the bug

When creating a ticket, the user does not receive a confirmation email. By creating an email template and putting it in email in the "New" step, the user receives a confirmation email if they created the ticket through the user portal, but not if they created the ticket by sending an email to the email address (but the ticket is successfully created).

Furthermore, members of the Support team do not receive a notification email in the event of a new ticket opened by the portal. On the other hand, they receive a notification if it is an open ticket by email (a sort of email transfer).

Can you help me please?

To Reproduce

Affected versions: 16.0

Steps to reproduce the behavior:

1. Send an email to [email protected] > No confirmation email for the user. Support team got a notification email.
2. Open a ticket on the user portal > Confirmation email received. Support team don't receive notification email

Expected behavior

1. Send an email to [email protected] > Confirmation email received. Support team got a notification email.
2. Open a ticket on the user portal > Confirmation email received. Support team got a notification email.

Additional context Odoo self-hosted 16.0

[oyale]

We have been able to reproduce this bug, at least the confirmation email part, also in version 14.0.

Noticing that automatic mail worked fine on all other stages, since they were handled from the backend, it seemed to be a problem specific to the creation of new tickets received by email.

Our workaround was to explicitly declare the stage_id in the Default values of Alias configuration.

We have documented this at https://handbook.coopdevs.org/ca/Odoo/Funcional/V14/Helpdesk/mail-templates-on-stage-new

Sadly, we have not tested the notification email.