[IMP] mailing: clarification for support question

This is a long term project, following the recurring question we currently face at the support func & tech

Done in the commit:

1/ Modify the references to discuss/advanced/ to match a newly created folder
specific for email communication (more generic and not specifically linked to the discuss app).

2/ Creation of the new folder under 'Practical Information' in the documentation/user (bottom of the page)
that will handle of the mechanism around emails, including (none exhaustive list):

- email_communication/get_helped.rst > A file that is providing reason why the emails might not be properly sent + contact the support and what to tell them. in order to have the quickest and  best answer.

- email_communication/get_started.rst > A small introduction of the content of this section Email communication

- email_communication/advanced/mail_servers.rst > An explanation on how to use an outgoing mail server in Odoo.

- email_communication/advanced/

- ...

task-1925363

accounting/fiscal_localizations/localizations/italy_IT.rst

@@ -25,7 +25,7 @@ elettronica sono i seguenti:
    di posta elettronica certificata sono fornite dal tuo fornitore o dal
    Ministero. Lo stesso server deve essere configurato come server che
    gestisce tutta la corrispondenza mail in Odoo, per saperne di più si
-   puo’ consultare la relativa :doc:`guida <../../../discuss/advanced/email_servers>`.
+   puo’ consultare la relativa :doc:`guida <../../../email_communication/advanced/email_servers>`.
 
 -  Indirizzo PEC dell’ Azienda, tale indirizzo deve essere lo stesso
    registrato presso l’Agenzia delle Entrate per l’utilizzo dei servizi

discuss.rst

@@ -8,4 +8,3 @@ Discuss
    :titlesonly:
 
    discuss/overview
-   discuss/advanced

email_communication.rst

@@ -0,0 +1,12 @@
+:banner: banners/email_communication.png
+
+===================
+Email Communication
+===================
+
+.. toctree::
+   :titlesonly:
+
+    email_communication/overview
+    email_communication/
+    email_communication/

email_communication/advanced/email_servers.rst

@@ -31,11 +31,6 @@ unlike `Odoo Online <https://www.odoo.com/trial>`__ & `Odoo.sh <https://www.odoo
 You will find here below some useful
 information on how to integrate your own email solution with Odoo.
 
-.. note:: Office 365 email servers don't allow easily to send external emails
-    from hosts like Odoo.
-    Refer to the `Microsoft's documentation <https://support.office.com/en-us/article/How-to-set-up-a-multifunction-device-or-application-to-send-email-using-Office-365-69f58e99-c550-4274-ad18-c805d654b4c4>`__
-    to make it work.
-
 How to manage outbound messages
 ===============================
 As a system admin, go to :menuselection:`Settings --> General Settings`

email_communication/overview.rst

@@ -0,0 +1,9 @@
+========
+Overview
+========
+
+.. toctree::
+   :titlesonly:
+
+   overview/get_helped
+    

email_communication/overview/get_helped.rst

@@ -0,0 +1,86 @@
+==============================
+How to solve issue with emails
+==============================
+
+Here is a list of non exhaustive reason that can explain why your emails have not been sent:
+
+You reached your daily limit
+============================
+
+Odoo is limitating the number of emails that can be sent daily, by default:
+
+- 200 for the SaaS database and our Cloud Platform Odoo.sh,
+- 50 for the trials. 
+
+As a solution, you can either ask the support to increase your daily limit (depending on few parameters it will or not be accepted).
+Or use your own outgoing email server which has less restrictions and will be more configurable according to your needs. 
+
+
+Consider reading our documentation regarding the configuration of the outgoing email servers:
+    * :doc:`../../email_communication/advanced/email_servers`
+
+It's interesting to note that the counter is the same for all the database and it can increase very quickly.
+For example, if a customer responds on an invoice to which 10 people are followers (internal users, other employees of the same customer, etc.), 
+a copy of his message is automatically redirected to 10 people, generating 10 outgoing emails. 
+
+If you wish to receive your emails in Odoo, there is a setting that can be set on your profile:
+go in your profile (by clicking on your user on the top right of the screen) and click on preferences and choose to handle notifications within Odoo and not by emails.
+
+
+.. image:: media/user_pref_handle_notifications.png
+   :align: center
+   :alt: user preferences handle notifications.
+
+
+The envelop is red in the chatter
+=================================
+
+As a first step of investigation it might be interesting to check if you have no SMTP error message. 
+To do so, you can go to :menuselection:`Settings --> Technical --> Emails`.
+
+Click on a red email and select the tab `Failure Reason`.
+
+.. image:: media/failure_reason.png
+   :align: center
+   :alt: failure reason email tab and explanations.
+
+Sometimes, Odoo is not capable of providing the error message. To get more information, you should check with the administrator of the email server or contact the Odoo Support.
+
+.. note::
+   To enable the developper mode and see the Technical menu, please see the following explanation
+   :doc:`../../../general/developer_mode/activate`
+
+
+My outgoing email server is not properly configured
+===================================================
+
+If you choose to use your own email server, you will have to set it up.
+It may happen that some errors occur in the setup. To check it, go in :menuselection:`Settings --> Technical --> Outgoing Mail Server`.
+
+.. image:: media/setting_outgoing_mail_server.png
+   :align: center
+   :alt: setting up an outgoing email server.
+
+Emails providers might have their own limitation, here is a few example of existing ones:
+
+- Gmail accounts have a limitation of 500 mails per day.
+- Yahoo is not working properly with Odoo as they defined a blocking DMARC policy few years ago that is not compatible with the way Odoo is working.
+- Office 365 email servers don't allow easily to send external emails from hosts like Odoo.
+    Refer to the `Microsoft's documentation <https://support.office.com/en-us/article/How-to-set-up-a-multifunction-device-or-application-to-send-email-using-Office-365-69f58e99-c550-4274-ad18-c805d654b4c4>`
+    to make it work.
+
+.. note::
+   Please find more information on our page regarding outgoing emails servers:
+   :doc: `../advanced/email_servers`
+
+
+My email is not going out and there is a red envelop
+====================================================
+
+It might happen that some emails are not going out properly and Odoo has no power on this.
+For diverses reason, during the transit of the email, an error occurs and a bounce email is sent back to the sender to letting him know that it didn't reach its destination.
+
+In case the email is sent using Odoo, the bounce email should reach the Odoo database and display a red envelop. To be able to investigate, please refer to the subsection `The envelop is red in the chatter` 
+
+For now, Odoo is not always capable of providing the information on the reason it failed.
+The technology of the mails is old and extensible, the different providers implement a personalized policy of the mails. 

email_communication/overview/get_started.rst

@@ -0,0 +1,10 @@
+=================================
+Communicating with your customers 
+=================================
+
+Pourquoi on vous amène ici, ce à quoi on va répondre dans les différents menus
+
+Odoo est fournit avec une solution qui permet d'envoyer des mails de manière direct => tant que tu as ton adresse mail => odoo prend ton adress mail => ca part
+A partir du moment ou tu utilise ton outgoing ou un nom de domaine => ce a quoi vous devez faire attention SPF / DKIM / DMARC 
+
+En fonction de si vous utiliser un nom de serveur et ou un nom de domaine, vous aurez des configuraiton differentes à faire.

email_marketing/overview/send_emails.rst

@@ -19,7 +19,7 @@ Choose the right target and create the message
 
 .. note::
    With a trial databases, you have a limit of 50 emails per day; on Odoo SH Cloud
-   Platform the limit is 200. There is a possibility to increase these numbers by contacting Odoo
+   Platform and SaaS the limit is 200. There is a possibility to increase these numbers by contacting Odoo
    Support. To contact Support, `click here <https://www.odoo.com/help>`_.
 
 Under *Mail Body*, choose a layout and make the modifications needed by dragging, dropping and
@@ -62,6 +62,7 @@ Test, send or schedule a mailing
    Therefore, if at the end of the day you have remaining ones to be sent, note that they *will not*
    be sent automatically the next day. You need to force that by opening the email and
    clicking on *Retry*.
+   A solution can be to use an outgoing email servers, see :doc:`../../email_communication/advanced/email_servers`
 
 Manage campaigns
 ================
@@ -82,6 +83,6 @@ Manage campaigns
    menu within those applications. All of this is possible because the applications work integrated.
 
 .. seealso::
-   - :doc:`../../discuss/advanced/email_servers`
+   - :doc:`../../email_communication/advanced/email_servers`
    - :doc:`../../social_marketing/overview/campaigns`
 

helpdesk/overview/receiving_tickets.rst

@@ -86,4 +86,4 @@ the Kanban view.
 .. seealso::
    - :doc:`sla`
    - :doc:`../advanced/close_tickets`
-   - :doc:`../../discuss/advanced/email_servers`
+   - :doc:`../../email_communication/advanced/email_servers`

project/tasks/email_alias.rst

@@ -12,7 +12,7 @@ Set up an incoming email server
 
 | On the *Settings* application, enable *External Email Servers* and define the incoming email
   alias you would like to use.
-| **For more information**: :doc:`../../discuss/advanced/email_servers`
+| **For more information**: :doc:`../../email_communication/advanced/email_servers`
 
 Configure the email alias in your project
 -----------------------------------------

redirects.txt

@@ -172,3 +172,5 @@ discuss/email_servers.rst discuss/advanced/email_servers.rst               # (#6
 discuss/plan_activities.rst discuss/overview/plan_activities.rst           # (#655)
 discuss/team_communication.rst discuss/overview/team_communication.rst     # (#655)
 discuss/overview.rst discuss/overview/get_started.rst                      # (#655)
+
+discuss/advanced/email_servers.rst email_communication/advanced/email_servers.rst   #removing discuss advanced and creating a new folder email communication

sms_marketing/overview/integrations_and_template.rst

@@ -77,4 +77,4 @@ then go to :menuselection:`Technical --> SMS Templates`.
 
 .. seealso::
    - :doc:`../../social_marketing/overview/campaigns`
-   - :doc:`../../discuss/advanced/email_template`
+   - :doc:`../../email_communication/advanced/email_template`

studio/concepts/understanding_automated_actions.rst

@@ -47,7 +47,7 @@ For every Trigger option, **conditions** can be applied, such as:
 - *Create New Record*: a new record with new values is created.
 - *Update a Record*: updates the record that triggered the action.
 - *Execute several actions*: defines an action that triggers other server actions.
-- *Send Email*: an automatic :doc:`email <../../discuss/advanced/email_template>` is sent.
+- *Send Email*: an automatic :doc:`email <../../email_communication/advanced/email_template>` is sent.
 - *Add Followers*: :doc:`followers <../../project/tasks/collaborate>` are notified of changes in
   the task.
 - *Create Next Activity*: creates an activity such as: *Call*, *Email*, *Reminder*.

website/publish/domain_name.rst

@@ -81,6 +81,15 @@ We can now apply the redirection from your domain name's manager account:
    - `Namecheap <https://www.namecheap.com/support/knowledgebase/article.aspx/9646/10/how-can-i-set-up-a-cname-record-for-my-domain>`__
    - `OVH <https://www.ovh.co.uk/g1519.exchange_20132016_how_to_add_a_cname_record>`__
 
+Impact on email deliverability
+==============================
+
+If your domain is configurable and you are using email addresses associate with it, you might need to configure it to avoid your email to be received in spam.
+
+Consider reading our documentation regarding SPF, DKIM and DMARC
+  * :doc:`../../email_communication/advanced/email_servers`
+
+
 How to enable SSL (HTTPS) for my Odoo instance
 ==============================================
 
@@ -117,7 +126,7 @@ Google indexes your website under both names. This is a limitation of the Odoo c
 
 .. seealso::
 
-  * :doc:`../../discuss/advanced/email_servers`
+  * :doc:`../../email_communication/advanced/email_servers`