Hi,

I am using mail gateway and OpenERP 5.0 and I would like to send an email to the responsible user when a new request is received.

The goal is to track the conversation within OpenERP but both the user and the customer only use a standard mail client.

I have one email linked with OpenERP and mail gateway. This mail is support@company.com

Each mail received on this address creates a case and if I reply to the customer using OpenERP CRM it works and I can have a tracked conversation using only standard mail client.

I would like to send the first email to the responsible user with the corrected mail subject in order to ease the process and makes it transparent.

As far as I have understood, I should create a rule for new case that assigns a user and send an mail thanks to the Remind responsible check box.

In addition, on a case, I have a button Send Reminder (on the right) that should send a email to the user responsible of the case.

Both the rule and the Send Reminder buttons send the email to the Reply-To mail of the assigned section and not the the user email!

Due to this, I have a continuous loop, a received email creates a new case and sends a mail to the support@company.com that creates a new case and sends a new mail to support@company.com that creates a new case...

What am I doing wrong?

I have quoted the part of the documentation I am interested in:

Quote:

If you want to receive customer requests by email you must first create a rule that automatically assigns new cases to a specified user. You must then verify that this user possesses a suitable email address in the Address field within Open ERP.

Thank you for your help!!

Regards,

Raphaël

Ok I have finally found the problem.
In fact it's mail gateway script that sends email automatically to the assigned user and not the OpenERP rule.

Mail gateway script is using the default SMTP configuration of the server and my server isn't configured for smtp operations. (mail gateway script isn't integrated into OpenERP and isn't using the smtp configuration used by OpenERP server)

I had to change the mail gateway script to use a defined smtp server and now it is working

Still have a lot of work to do with the CRM such as correction mail gateway to parse emails correctly...

Hello Irongraph

Can you explain me how you have configured the mail gateway script to use a defined smtp server?

Thank you for considering my request.