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Helpdesk Management - Auto-generated Mail Header

helpdesk_mgmt_mail_autogenerated_header folder_open OCA/helpdesk open_in_new
Helpdesk License: AGPL-3

When a helpdesk ticket is created from an auto-generated email (e.g. an out-of-office reply carrying Auto-Submitted: auto-replied or X-Auto-Response-Suppress: AutoReply/All), the stage welcome email configured on the ticket stage must not be sent back to avoid an email loop.

This module integrates helpdesk_mgmt with mail_autogenerated_header: the latter detects such headers on incoming messages and sets a context key that this module reads in _track_template_skip_autoreply to suppress the outgoing welcome email.

auto_awesome What this module does

AI-generated from the code · Odoo 18.0

Stops Odoo from sending the helpdesk stage welcome email when a ticket is created from an automatic email such as an out-of-office reply, preventing email loops.

When an email arrives at the helpdesk, Odoo can create a ticket and send the welcome email configured on the ticket's stage. If that incoming email was itself automatic (for example an out-of-office reply), replying to it can start an endless exchange of automatic messages.

This module prevents that. It works together with the auto-generated mail header detection: when the incoming message is recognised as automatic, the helpdesk ticket skips the stage welcome email.

  • Applies to the helpdesk ticket model helpdesk.ticket.
  • The stage change notification (the welcome email linked to the stage) is the one that gets suppressed.
  • No new menus, screens or settings are added; the behaviour is automatic.
  • Nothing changes for normal, human-written emails: their welcome email is still sent as usual.

It touches the helpdesk area and the mail tracking mechanism that decides which emails are sent when a ticket moves to a stage.

Text generated by AI (DeepSeek) from reading the Odoo 18.0 code on GitHub; it may contain mistakes, so check the code before deciding. View the code on GitHub

Availability by version

Reviewed: 2026-11-03
Confirmed (verified in repository and branch) Estimated (unverified) No information

Confirmation status: 1 confirmed, 8 with no information of 9 versions.

terminal Installation and usage

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Installation instructions, the distribution package, dependencies and configuration steps are not shown because they have not yet been verified in the module documentation for any version.

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Data imported from GitHub: this sheet reflects the latest catalog review, not a live lookup. Always check the module documentation and staging before installing in production.