Helpdesk Ticket Track Fetchmail Fix

helpdesk_mgmt overrides _message_track_post_template to force a “stage changed” notification on tickets created from the mail gateway:

def _message_track_post_template(self, changes):
    if (
        self._context.get("default_fetchmail_server_id")
        and self._name == "helpdesk.ticket"
    ):
        changes.append("stage_id")
    return super()._message_track_post_template(changes)

This assumes changes is always a list. Odoo core calls this method with a set (or None) when it runs from mail.thread._track_finalize, the precommit hook triggered inside fetchmail.py’s cr.commit(). Neither has an .append method, so this raises AttributeError: 'set' object has no attribute 'append'.

Because this happens inside cr.commit(), after the incoming email has already been flagged \\Seen on the mail server but before the new ticket is committed to the database, the ticket creation is rolled back while the email is never fetched again (the IMAP search only looks for UNSEEN messages). The email is effectively lost, without any error visible to the end user.

This module fixes it by normalizing changes to a list before it reaches helpdesk_mgmt’s override, without altering the intended behaviour (forcing the stage-change notification for tickets created by email).

Table of contents

Credits

Authors

• Som Connexio SCCL

Contributors

• Som Connexio SCCL:

  • Gerard Funosas <gerard.funosas@somconnexio.coop>

• SomIT SCCL:

  • Álvaro García <alvaro.garcia@somit.coop>

Maintainers

This module is maintained by the OCA.

OCA, or the Odoo Community Association, is a nonprofit organization whose mission is to support the collaborative development of Odoo features and promote its widespread use.

You are welcome to contribute. To learn how please visit https://odoo-community.org/page/Contribute.