[IMP] Misc: Email Template 16
closes odoo/documentation#5965
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Signed-off-by: Zachary Straub (zst) <zst@odoo.com>
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===============
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Email Templates
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Email templates
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===============
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We all know writing good emails is vital to get a high response rate, but you do not want to
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rewrite the same structure every time, do you? That is where email templates come in.
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Without the need to rewrite the entire email structure every time, you save time to focus on
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the content. Multiple templates also let you deliver the right message to the right audience,
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improving their overall experience with the company.
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Email templates are saved emails that are used repeatedly to send emails from the database. They
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allow users to send quality communications, without having to compose the same text repeatedly.
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Creating different templates that are tailored to specific situations lets users choose the right
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message for the right audience. This increases the quality of the message and the overall
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engagement rate with the customer.
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.. note::
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The email templates use QWeb. The composer allows you to edit emails in their final rendering,
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making customizations more robust as you don’t have to edit code.
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Email templates in Odoo use QWeb or XML, which allows for editing emails in their final
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rendering, making customizations more robust, without having to edit any code whatsoever. This
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means that Odoo can use a Graphical User Interface (GUI) to edit emails, which edits the backend
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code. When the received email is read by the end user's program, different formatting an
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graphics will appear in the final form of it.
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Defining a default reply to on your mail template
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=================================================
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Access email templates in :ref:`developer mode <developer-mode>` by navigating to
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:menuselection:`Settings app --> Technical menu --> Email --> Email Templates`.
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Although the field *reply to* is available within the mail templates, **this field is only used
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for mass mailing** mode (this means when sending templates on what we call bulk emailing). You
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can send emails in bulk in almost every app that has a list view. Select the records you want
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and click on the action button. If you have an option to send an email, you will see a mail
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composer with possible values to define:
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Editing email templates
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=======================
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.. image:: email_template/composer-mass-mailing-quotations.png
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The *powerbox* feature can be used when working with email templates. This feature provides the
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ability to directly edit the formatting and text in an email template, as well as the ability to add
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links, buttons, appointment options, or images.
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Additionally, the XML/HTML code of the email template can be edited directly, via the
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:guilabel:`</>` icon. Dynamic placeholders (referencing fields within Odoo) are also available for
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use in the email template.
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Powerbox
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--------
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The *powerbox* feature is an enriched text editor with various formatting, layout, and text options.
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It can also be used to add XML/HTML features in an email template. The powerbox feature is activated
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by typing a forward slash `/` in the body of the email template.
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When a forward slash `/` is typed in the body of an email template, a drop-down menu appears with
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the following options:
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:guilabel:`Structure`
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- :guilabel:`Bulleted list`: Create a simple bulleted list.
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- :guilabel:`Numbered list`: Create a list with numbering.
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- :guilabel:`Checklist`: Track tasks with a checklist.
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- :guilabel:`Table`: Insert a table.
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- :guilabel:`Separator`: Insert a horizontal rule separator.
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- :guilabel:`Quote`: Add a blockquote section.
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- :guilabel:`Code`: Add a code section.
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- :guilabel:`2 columns`: Convert into two columns.
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- :guilabel:`3 columns`: Convert into three columns.
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- :guilabel:`4 columns`: Convert into four columns.
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:guilabel:`Format`
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- :guilabel:`Heading 1`: Big section heading.
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- :guilabel:`Heading 2`: Medium section heading.
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- :guilabel:`Heading 3`: Small section heading.
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- :guilabel:`Switch direction`: Switch the text's direction.
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- :guilabel:`Text`: Paragraph block.
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:guilabel:`Media`
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- :guilabel:`Image`: Insert an image.
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- :guilabel:`Article`: Link an article.
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:guilabel:`Navigation`
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- :guilabel:`Link`: Add a link.
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- :guilabel:`Button`: Add a button.
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- :guilabel:`Appointment`: Add a specific appointment.
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- :guilabel:`Calendar`: Schedule an appointment.
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:guilabel:`Widgets`
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- :guilabel:`3 Stars`: Insert a rating over three stars.
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- :guilabel:`5 Stars`: Insert a rating over five stars.
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:guilabel:`Basic Blocks`
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- :guilabel:`Signature`: Insert your signature.
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:guilabel:`Marketing Tools`
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- :guilabel:`Dynamic Placeholders`: Insert personalized content.
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.. tip::
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To use any of these options, click on the desired feature from the powerbox drop-down menu. To
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format existing text with a text-related option (e.g. :guilabel:`Heading 1`, :guilabel:`Switch
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direction`, etc.), highlight the text, then type in the activator key (forward slash) `/`, and
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select the desired option from the drop-down menu.
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.. image:: email_template/powerbox-feature.png
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:align: center
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:alt: Powerbox feature in the email template.
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.. seealso::
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:ref:`Using dynamic placeholders <email_template/dynamic-placeholders>`
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XML/HTML code editor
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--------------------
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To access the XML/HTML editor for an email template, first enter :ref:`developer mode
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<developer-mode>`. Then, click the :guilabel:`</>` icon in the upper-right corner of the template,
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and proceed to edit the XML/HTML. To return to the standard text editor, click the :guilabel:`</>`
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icon again.
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.. image:: email_template/html-code-editor.png
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:align: center
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:alt: Composer in mass mailing mode after selecting multiple quotations.
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:alt: HTML editor in the email template.
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You can also define them by default on the template:
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.. warning::
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The XML/HTML editor should be accessed with caution as this is the backend code of the template.
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Editing the code can cause the email template to break immediately or when upgrading the
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database.
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.. _email_template/dynamic-placeholders:
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Dynamic placeholders
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--------------------
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*Dynamic placeholders* reference certain fields within the Odoo database to produce unique data in
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the email template.
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.. example::
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Many companies like to customize their emails with a personalized piece of customer information
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to grab attention. This can be accomplished in Odoo by referencing a field within a model by
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inserting a dynamic placeholder. For example, a customer's name can be referenced in the email
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from the :guilabel:`Customer` field on the :guilabel:`Sales Order` model. The dynamic placeholder
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for this field is: `{{ object.partner_id }}`.
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Dynamic placeholders are encoded to display fields from within the database. Dynamic placeholders
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can be used in the :guilabel:`Body` (:guilabel:`Content` Tab) of the email template. They can also
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be used in the fields present in the :guilabel:`Email Configuration` tab, the :guilabel:`Subject` of
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the email, and the :guilabel:`Language`.
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To use the dynamic placeholders in the :guilabel:`Body` of an email open the **powerbox** feature by
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typing in `/` into the body of the email template under the :guilabel:`Content` tab. Scroll to the
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bottom of the options list, to :guilabel:`Marketing Tools`. Next, select :guilabel:`Dynamic
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Placeholder`. Then select the dynamic placeholder from a list of available options and follow the
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prompts to configure it with the desired corresponding Odoo field. Each dynamic placeholder will
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vary in configuration.
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.. image:: email_template/dynamic-placeholders.png
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:align: center
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:alt: Using dynamic placeholders in an email template.
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.. note::
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Each unique combination of :guilabel:`Fields`, :guilabel:`Sub-models` and :guilabel:`Sub-fields`
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creates a different dynamic placeholder. Imagine it as a combination to the field that is being
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created.
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To search the available fields, simply type in the front-end name (on user-interface) of the
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field in the search. This will find a result from all of the available fields for the model that
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the email template is created for.
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.. warning::
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Customizing email templates are out of the scope of Odoo Support.
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Rich text editor
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----------------
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A rich text editor toolbar can be accessed by highlighting text in the email template. This can be
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used to change the heading, font size/style, color, add a list type, or a link.
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.. image:: email_template/rich-text-editor.png
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:align: center
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:alt: Rich text editor in the email template.
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Resetting email templates
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-------------------------
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Should the email template not work because the code has been altered it can be reset to restore it
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back to the out-of-box default template. Simply click on the :guilabel:`Reset Template` button in
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the upper left-hand of the screen and the template will be reset.
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.. image:: email_template/reset.png
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:align: center
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:alt: Resetting the email template.
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Default reply on email templates
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--------------------------------
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Under the :guilabel:`Email Configuration` tab on an email template, there is a :guilabel:`Reply To`
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field. In this field, add email addresses to which replies are redirected when sending emails en
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masse using this template.
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.. tip::
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Add multiple email addresses by adding a comma `,` between the addresses or dynamic
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placeholders.
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.. image:: email_template/reply-to-template-sales.png
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:align: center
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:alt: Reply-to field on template.
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Because of this, setting a value in this field is useless as the value defined will be totally
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ignored. The default *reply-to* value is the default catchall email address to ensure a
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communication between your customer and your Odoo database. For more information about the way
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the catchall works, please check :ref:`how to manage inbound messages <email_communication/inbound_messages>`.
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The :guilabel:`Reply To` field is **only** used for mass mailing (sending emails in bulk). Bulk
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emails can be sent in almost every Odoo application that has a list view option.
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Transactional emails and corresponding URL for each company
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===========================================================
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To send mass mails, while in :guilabel:`list` view, check the boxes next to the desired records
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where the emails are to be sent, click the :guilabel:`Action` button (represented by a :guilabel:`⚙️
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(gear)` icon), and select the desired email option from the :guilabel:`Action` drop-down menu. Email
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options can vary by the particular list view and application.
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When using Odoo, multiple events trigger the sending of automated emails. These emails are known
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as transactional emails and sometimes contain links pointing to your Odoo database.
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If it is possible to send an email, a mail composer pop-up window appears, with values that can be
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defined and customized. This option will be available on the :guilabel:`Action` button on pages
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where emails can be sent in bulk---for example, on the :guilabel:`Customers` page of the CRM app.
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This action occurs throughout the Odoo database.
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By default, links generated by the database use the dynamic web.base.url key defined in the system
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parameters. More information about this :ref:`parameter <domain-name/web-base-url>`.
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.. image:: email_template/composer-mass-mailing.png
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:align: center
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:alt: Email composer in mass mailing mode with reply-to highlighted.
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If the website application isn't installed, the web.base.url key will always be the default
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Transactional emails and corresponding URLs
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===========================================
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In Odoo, multiple events can trigger the sending of automated emails. These emails are known as
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*transactional emails*, and sometimes contain links redirecting to the Odoo database.
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By default, links generated by the database use the dynamic `web.base.url` key defined in the system
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parameters. For more information about this, see :ref:`system parameters
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<domain-name/web-base-url>`.
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If the *Website* application is not installed, the `web.base.url` key will always be the default
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parameter used to generate all the links.
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It’s important to know that this key can only have a single value, meaning that in a
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multi-website/company database environment, even if you have a specific domain name for each
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website, the links generated to share a document or within a transactional email might remain the
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same, whatever the website/company related to the sending of the email/document.
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.. important::
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The `web.base.url` key can only have a single value, meaning that, in a multi-website or
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multi-company database environment, even if there is a specific domain name for each website, the
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links generated to share a document (or the links within a transactional email) may remain the
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same, regardless of which website/company is related to the sending of the email/document.
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This is not always the case as some Odoo applications have a link established in the database with
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the website application, meaning that in this case, if a specific domain is defined for the
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websites, the URL generated in the email template will use the domain defined on the corresponding
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website of the company.
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.. example::
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If the :guilabel:`Value` of the :guilabel:`web.base.url` system parameter is equal to
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`https://www.mycompany.com` and there are two separate companies in Odoo with different
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website URLs: `https://www.mycompany2.com` and `https://www.mycompany1.com`, the links created
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by Odoo to share a document, or send a transactional email, come from the domain:
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`https://www.mycompany.com`, regardless of which company sends the document or email.
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.. caution::
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A document shared using the documents application will always use the web.base.url key, as the
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document shared isn't associated with any particular website. Meaning that the URL will always be
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the same (the web.base.url key value), whatever the company it's shared from, this is a known
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limitation!
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This is not always the case, as some Odoo applications (*eCommerce*, for example) have a link
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established in the database with the *Website* application. In that case, if a specific domain is
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defined for the website, the URL generated in the email template uses the domain defined on the
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corresponding website of the company.
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On the other hand, sales orders made by a customer on one of your Odoo e-commerce websites have a
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link established with the website from which the order was made. As a result, the e-mail sent for
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the sales orders uses the domain name defined for the corresponding website to generate the links.
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.. example::
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When a customer makes a purchase on an Odoo *eCommerce* website, the order has an established
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link with that website. As a result, the links in the confirmation email sent to the customer
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use the domain name for that specific website.
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For more information about how to configure your domains, we invite you to check :doc:`our domain name
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documentation </administration/maintain/domain_names>`.
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.. note::
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A document shared using the *Documents* application will **always** use the `web.base.url` key,
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as the document shared is not associated with any particular website. This means that the URL
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will always be the same (the `web.base.url` key value), no matter what company it's shared from.
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This is a known limitation.
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For more information about how to configure domains, check out the :doc:`domain name documentation
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</administration/maintain/domain_names>`.
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Updating translations within email templates
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--------------------------------------------
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Email templates are automatically translated. Changing the translations shouldn’t be necessary.
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However, if for a specific reason you’d like to change some of the translations, this can be done.
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In Odoo, email templates are automatically translated for all users in the database for all of the
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languages installed. Changing the translations shouldn't be necessary. However, if for a specific
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reason, some of the translations need to be changed, it can be done.
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Like any modification in the code, keep in mind that modifications that aren’t done correctly (for
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example modifications leading to bad syntax) can break the template, as a result, the template
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will appear blank.
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.. warning::
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Like any modification in the code, if translation changes are not done correctly (for example,
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modifications leading to bad syntax), it can break the template, and as a result, the template
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will appear blank.
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In order to edit your translations, follow these steps from the template.
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In order to edit translations, first enter :ref:`developer mode <developer-mode>`. Then, on the
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email template, click on the :guilabel:`Edit` button, and then click on the language button,
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represented by the initials of the language currently being used (e.g. :guilabel:`EN` for English).
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#. Click on the edit button, then on the language button
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.. image:: email_template/edit-language-template.png
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:align: center
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:alt: Edit the language of a template.
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.. image:: email_template/edit-language-template.png
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:align: left
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:alt: Edit the language of a template
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.. note::
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If there aren't multiple languages installed and activated in the database, or if the user does
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not have administration access rights, the language button will not appear.
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#. A pop-up window with the different languages installed on the database will be displayed. From
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here, editing the translations will be possible. Don't forget to hit the save button to preserve
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your changes.
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A pop-up window with the different languages installed on the database appears. From this pop-up,
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editing of translations is possible. When the desired changes have been made, click the
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:guilabel:`Save` button to save the changes.
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.. image:: email_template/translation-body.png
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:align: left
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:alt: Translation of the body of the Application template in the different languages installed.
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.. image:: email_template/translation-body.png
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:align: center
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:alt: Translation of the body of the Appointment Booked template.
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.. note::
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When editing the translations, the default language set in the database appears in **bold**.
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@ -1,173 +1,231 @@
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===
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FAQ
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===
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============
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Email issues
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============
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This document contains an explanation of the most recurring mailing concerns.
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We will start by addressing issues of outgoing emails (ex: my client has not received my email),
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and then, of incoming emails (ex: I do not receive responses from my customers in the database).
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This document contains an explanation of the most recurring emailing issues in Odoo.
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Outgoing emails
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===============
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.. _red_envelop:
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What do you have to check if your email is not sent?
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----------------------------------------------------
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Email is not sent
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-----------------
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The first indicator showing you that the email has not been sent is the red envelope next to the
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date and time of the message.
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The first indicator showing that an email has not been sent is the presence of a red :guilabel:`✉️
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(envelope)` icon, next to the date and time of the message, located in the chatter.
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.. image:: faq/red-envelop.png
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:align: center
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:alt: Red envelope displayed in chatter
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:alt: Red envelope icon displayed in chatter.
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Unsent emails also appear in the Odoo email queue. In :ref:`developer mode <developer-mode>`, the
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email queue can be accessed by going to :menuselection:`Settings app --> Technical menu --> Email
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--> Emails`. Unsent emails appear in turquoise, while sent emails appear in grey.
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Common error messages
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~~~~~~~~~~~~~~~~~~~~~
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.. _email_communication/daily_limit_mail:
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You reached your daily limit:
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*****************************
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Daily limit reached
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*******************
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.. image:: faq/email-limit.png
|
||||
:align: center
|
||||
:alt: Warning in Odoo upon email limit reached
|
||||
:alt: Warning in Odoo upon email limit reached.
|
||||
|
||||
Each email service provider has its own email sending limits. The limits may be daily, hourly,
|
||||
and sometimes even per minute. This is the same for Odoo, we have to limit our customers to prevent
|
||||
our e-mail servers from being blacklisted.
|
||||
Each email service provider has its own email sending limits. The limits may be daily, hourly, or
|
||||
sometimes, per minute. This is the same for Odoo, which limits a customer's sending to prevent
|
||||
Odoo's email servers from being blacklisted.
|
||||
|
||||
Here are the default limits for new databases:
|
||||
|
||||
- 200 emails/day for Odoo Online and Odoo.sh databases with an active subscription,
|
||||
- 20 emails/day for one-app free databases,
|
||||
- 50 emails/day for trial databases,
|
||||
- in case of migration, your daily limit might be reset to 50 emails a day.
|
||||
- **200 emails per day** for Odoo Online and Odoo.sh databases with an active subscription.
|
||||
- **20 emails per day** for one-app free databases.
|
||||
- **50 emails per day** for trial databases.
|
||||
- In the case of migration, the daily limit might be reset to 50 emails per day.
|
||||
|
||||
In case you hit the limit, you can:
|
||||
If the daily limit is reached:
|
||||
|
||||
- Ask our support team to increase your daily limit. We will analyze the situation of your database
|
||||
depending on (non-exhaustive list):
|
||||
- Contact the Odoo support team, who may increase the daily limit depending on the following
|
||||
factors:
|
||||
|
||||
- How many users in your database,
|
||||
- Which apps are installed,
|
||||
- Your bounce rate: the percentage of email addresses that did not receive your emails because
|
||||
it was returned by a mail server on its way to the final recipient. You can contact the `support
|
||||
<https://www.odoo.com/help>`_.
|
||||
#. How many users are in the database?
|
||||
#. Which apps are installed?
|
||||
#. The bounce rate: the percentage of email addresses that did not receive emails because they
|
||||
were returned by a mail server on its way to the final recipient.
|
||||
|
||||
- Use your own outgoing email server to be independent of Odoo’s mail limit (please refer
|
||||
to :doc:`the corresponding documentation </applications/general/email_communication/email_servers>`),
|
||||
- Wait until 11pm UTC for the reset and click on the retry button: The :ref:`Developer mode <developer-mode>`
|
||||
must be activated. Then, go to :menuselection:`Settings --> Technical --> Emails`
|
||||
|
||||
.. image:: faq/email-retry-technical.png
|
||||
:align: center
|
||||
:alt: Retry button of an emails
|
||||
- Use an external outgoing email server to be independent of Odoo's mail limit (refer to the
|
||||
corresponding :doc:`email documentation
|
||||
</applications/general/email_communication/email_servers>`).
|
||||
- Wait until 11 PM (UTC) for the daily limit to reset, and retry sending the email. In
|
||||
:ref:`developer mode <developer-mode>`, go to :menuselection:`Settings app --> Technical menu -->
|
||||
Email --> Emails`, then click the :guilabel:`Retry` button next to an unsent email.
|
||||
|
||||
.. warning::
|
||||
The daily limit is global to your database and can rise quickly! By default an internal message,
|
||||
a notification, a note, etc. counts as an email in your daily limit if it notifies someone.
|
||||
The daily email limit is comprehensive to the database. By default, any internal message,
|
||||
notification, logged note, etc. counts as an email in the daily limit if it notifies someone via
|
||||
email. This can be mitigated by receiving :ref:`notifications in Odoo
|
||||
<discuss_app/notification_preferences>`, instead of emails.
|
||||
|
||||
You can mitigate this by receiving your :ref:`notifications in Odoo <discuss_app/notification_preferences>`
|
||||
instead of by emails.
|
||||
|
||||
SMTP Error
|
||||
SMTP error
|
||||
**********
|
||||
|
||||
You can find out why an email wasn't transmitted successfully by reviewing the Simple Mail
|
||||
Transport Protocol (SMTP) error messages. SMTP is a protocol to describe the email structure
|
||||
and transmit it over the Internet, and the error messages generated by email services are helpful
|
||||
tools to diagnose and troubleshoot email problems.
|
||||
Simple Mail Transport Protocol (SMTP) error messages explain why an email wasn't transmitted
|
||||
successfully. :abbr:`SMTP (Simple Mail Transport Protocol)` is a protocol to describe the email
|
||||
structure, and transmits data from messages over the Internet. The error messages generated by email
|
||||
services are helpful tools to diagnose and troubleshoot email problems.
|
||||
|
||||
No Error
|
||||
********
|
||||
.. example::
|
||||
This is an example of a 554 SMTP permanent delivery error: `554: delivery error: Sorry, your
|
||||
message to ------@yahoo.com cannot be delivered. This mailbox is disabled (554.30). -
|
||||
mta4471.mail.bf1.yahoo.com --- Below this line is a copy of the message.`
|
||||
|
||||
Odoo is not always capable of providing information for the reason it failed. The different
|
||||
providers implement a personalized policy of the bounce emails and it is not always possible
|
||||
for Odoo to interpret it correctly.
|
||||
The debug menu can be used to investigate SMTP sending issues from a database. To access the menu,
|
||||
:ref:`developer mode <developer-mode>` must be activated. Once activated, navigate to the
|
||||
:menuselection:`Debug Menu` in the top right of the menu bar (the :guilabel:`🐞 (bug)` icon),
|
||||
:menuselection:`Debug Menu --> Manage Messages`
|
||||
|
||||
If you have this problem on a recurring basis with the same client or the same domain, please
|
||||
do not hesitate to contact `Odoo Support <https://www.odoo.com/help>`_ for help in finding a reason.
|
||||
The :guilabel:`Manage Messages` menu opens a list of all the messages sent in a particular record.
|
||||
Within each message there is information on sending, including the type, and subtype, of the
|
||||
message.
|
||||
|
||||
Note: in such case, one of the most common reasons is related to :ref:`SPF <email_communication/spf_compliant>`
|
||||
and/or :ref:`DKIM <email_communication/DKIM_compliant>` configuration.
|
||||
Other information includes to whom the message was sent, and whether Odoo received a bounce-back
|
||||
message from an email server.
|
||||
|
||||
Why is my email sent late?
|
||||
**************************
|
||||
.. image:: faq/manage-messages.png
|
||||
:align: center
|
||||
:alt: Manage messages menu option on the debug menu.
|
||||
|
||||
It may happen that you schedule an email campaign but it is not sent on time. We know that
|
||||
we use a delayed job to send emails that we consider as not urgent (Newsletters concept
|
||||
such as mass mailing, marketing automation, events). The system utility **cron** can be used
|
||||
to schedule programs to run automatically at predetermined intervals. We use that policy in order
|
||||
to avoid cluttering the mail servers and prioritize the communication.
|
||||
.. note::
|
||||
A user must be on a view in Odoo that has a chatter in order for the :guilabel:`Manage Messages`
|
||||
menu option to appear.
|
||||
|
||||
The emails considered urgent (communication from one person to another one such as
|
||||
Sales Orders, Invoices, Purchase Orders, etc.) are sent directly.
|
||||
No error populated
|
||||
^^^^^^^^^^^^^^^^^^
|
||||
|
||||
Odoo is not always capable of providing information for the reason it failed. The different email
|
||||
providers implement a personalized policy of bounced emails, and it is not always possible for Odoo
|
||||
to interpret it correctly.
|
||||
|
||||
If this is a recurring problem with the same client, or the same domain, do not hesitate to contact
|
||||
`Odoo Support <https://www.odoo.com/help>`_ for help in finding a reason.
|
||||
|
||||
.. note::
|
||||
One of the most common reasons for an email failing to send with no error message is related to
|
||||
:ref:`SPF <email_communication/spf_compliant>` and/or :ref:`DKIM
|
||||
<email_communication/DKIM_compliant>` configuration. Also, check to make sure the
|
||||
`mail.bounce.alias` is defined in the *system parameters*. Access system parameters in
|
||||
:ref:`developer mode <developer-mode>` by navigating to :menuselection:`Settings app -->
|
||||
Technical menu --> Parameters --> System Parameters`.
|
||||
|
||||
Email is sent late
|
||||
------------------
|
||||
|
||||
Email campaigns send at a scheduled time, using a delay pre-programed in the database. Odoo uses a
|
||||
delayed task to send emails that are considered "not urgent" (newsletter formats, such as: mass
|
||||
mailing, marketing automation, and events). The system utility **cron** can be used to schedule
|
||||
programs to run automatically at predetermined intervals. Odoo uses that policy in order to avoid
|
||||
cluttering the mail servers and, instead, prioritizes individual communication. This **cron** is
|
||||
called :guilabel:`Mail: Email Queue Manager`, and can be accessed in :ref:`developer mode
|
||||
<developer-mode>` by going to :menuselection:`Settings app --> Technical menu --> Automation -->
|
||||
Scheduled Actions`.
|
||||
|
||||
.. image:: faq/email-scheduled-later.png
|
||||
:align: center
|
||||
:alt: Email scheduled to be sent later.
|
||||
|
||||
By default, the Mass Mailing cron runs every 60 minutes. So, you should wait maximum an hour
|
||||
before the campaign is actually sent.
|
||||
.. tip::
|
||||
What is a **cron**? A cron is an action that Odoo runs in the background to execute particular
|
||||
code to complete a task.
|
||||
|
||||
.. important::
|
||||
By default, the *Mass Mailing cron* runs every 60 minutes. This can be changed to no less than 5
|
||||
minutes. However, running the action every 5 minutes would bog down the Odoo database (stress the
|
||||
system), so this is not recommended. To edit the mass mailing cron, select the scheduled action
|
||||
:guilabel:`Mail: Email Queue Manager`, and proceed to make any necessary adjustments.
|
||||
|
||||
Emails that are considered urgent (communication from one person to another, such as sales orders,
|
||||
invoices, purchase orders, etc.) are sent immediately.
|
||||
|
||||
Incoming emails
|
||||
===============
|
||||
|
||||
When you have an issue with incoming emails, there might not be an indication per se in Odoo.
|
||||
This is the client who tries to contact a database who will get a bounce (most of the
|
||||
time 550: mailbox unavailable).
|
||||
When there is an issue with incoming emails, there might not be an indication, per se, in Odoo. It
|
||||
is the sending email client, who tries to contact a database, that will get a bounce-back message
|
||||
(most of the time a :guilabel:`550: mailbox unavailable` error message).
|
||||
|
||||
Emails are not received
|
||||
-----------------------
|
||||
|
||||
Depending on the platform you are using:
|
||||
|
||||
- The **Odoo.sh** users can find their live logs on the folder :file:`~/logs/`.
|
||||
|
||||
- The folder :file:`~/logs/` (preferably accessed by the command line) of an Odoo.sh contains
|
||||
a list of files containing the logs of the database. The log files are created everyday
|
||||
at 5:00 AM UTC. The two last days are not compressed, while the older ones are, in order
|
||||
to gain space. The naming of the files for Today and Yesterday are :file:`odoo.log` and
|
||||
:file:`odoo.log.1`. For the following, they are named with their dates and compressed.
|
||||
See the Odoo.sh documentation about :ref:`logs <odoosh/logs>`. Use the command ``grep`` and
|
||||
``zgrep`` (for the compressed ones) to search through the files.
|
||||
|
||||
- **Odoo Online** users won’t have access to their logs. However you can still contact
|
||||
`Odoo Support <https://www.odoo.com/help>`_ , if you have a recurring issue
|
||||
with the same client or domain.
|
||||
|
||||
Get help from support
|
||||
Email is not received
|
||||
---------------------
|
||||
|
||||
The steps that should be taken depend on the Odoo platform where the database is hosted.
|
||||
|
||||
**Odoo.sh** users can find their live logs on the folder :file:`~/logs/`.
|
||||
|
||||
Logs are a stored collection of all the tasks completed in a database. They are a text-only
|
||||
representation, complete with timestamps of every action taken on the Odoo database. This can be
|
||||
helpful to track emails leaving the database. Failure to send can also be seen by logs that indicate
|
||||
that the message tried to send repeatedly. Logs will show every action to the email servers from the
|
||||
database.
|
||||
|
||||
The folder :file:`~/logs/` (accessed by the command line or on the Odoo.sh dashboard) of an Odoo.sh
|
||||
database contains a list of files containing the logs of the database. The log files are created
|
||||
everyday at 5:00 AM (UTC).
|
||||
|
||||
.. tip::
|
||||
The two most recent days (today and yesterday) are not compressed, while the older ones are, in
|
||||
order to save space. The naming of the files for today and yesterday are respectively:
|
||||
:file:`odoo.log` and :file:`odoo.log.1`.
|
||||
|
||||
For the following days, they are named with their dates, and then compressed. Use the command
|
||||
:command:`grep` and :command:`zgrep` (for the compressed ones) to search through the files.
|
||||
|
||||
.. seealso::
|
||||
For more information on logs and how to access them via the Odoo.sh dashboard, see :ref:`this
|
||||
administration documentation <odoosh/logs>`.
|
||||
|
||||
For more information on accessing logs via the command line visit :ref:`this developer
|
||||
documentation <reference/cmdline/server/logging>`.
|
||||
|
||||
**Odoo Online** users won't have access to the logs. However `Odoo Support
|
||||
<https://www.odoo.com/help>`_ can be contacted if there is a recurring issue with the same client or
|
||||
domain.
|
||||
|
||||
Get help from Odoo support
|
||||
==========================
|
||||
|
||||
In order to get helped efficiently, please provide as much information as possible. Here is a list
|
||||
of what can be helpful:
|
||||
of what can be helpful when reaching out to the Odoo Support team about an issue:
|
||||
|
||||
- The **EML** of the email, stating for *Electronic Mail*, is the file format containing all the
|
||||
technical information required for an investigation. The documentation of your own email provider
|
||||
might help you on how to get your EML files. Once you get the EML of the email, adding it
|
||||
in the attachment of your ticket is the most efficient way for us to investigate. The support
|
||||
will mainly focus on redundant issues.
|
||||
#. Send a copy of the email headers. The `.EML` file (or **headers**) of the email is the file
|
||||
format containing all the technical information required for an investigation. The documentation
|
||||
from the email provider might explain how to access the EML file/header files. Once the headers
|
||||
of the email are obtained, adding it into the Odoo Support ticket is the most efficient way for
|
||||
the Odoo Support team to investigate.
|
||||
|
||||
.. seealso::
|
||||
- `Gmail documentation
|
||||
<https://support.google.com/mail/answer/29436>`_
|
||||
- `Outlook documentation
|
||||
<https://support.microsoft.com/en-us/office/view-internet-message-headers-in-outlook-cd039382-dc6e-4264-ac74-c048563d212c#tab=Web>`_
|
||||
.. seealso::
|
||||
- `Gmail documentation on headers <https://support.google.com/mail/answer/29436>`_
|
||||
- `Outlook documentation on headers
|
||||
<https://support.microsoft.com/en-us/office/view-internet-message-headers-in-outlook-cd039382-dc6e-4264-ac74-c048563d212c#tab=Web>`_
|
||||
|
||||
- The exact flow you are following in order to normally receive those emails in Odoo. Here are
|
||||
examples of questions whose answers can be useful:
|
||||
#. Explain the exact flow that is being followed to normally receive those emails in Odoo. Here are
|
||||
examples of questions whose answers can be useful:
|
||||
|
||||
- Is this simply a reply from an email going out from Odoo ?
|
||||
- Is this a notification message from a reply being received in Odoo?
|
||||
- Is this a message being sent from the Odoo database?
|
||||
- Is there an incoming email server being used, or is the email somehow being redirected?
|
||||
- Is there an example of an email that has been correctly forwarded?
|
||||
|
||||
- Are you using an incoming email server or somehow redirecting?
|
||||
#. Provide answers to the following questions:
|
||||
|
||||
- Can you provide us with an example of an email that has been correctly forwarded ?
|
||||
- Is it a generic issue, or is it specific to a use case? If specific to a use case, which one
|
||||
exactly?
|
||||
- Is it working as expected? In case the email is sent using Odoo, the bounce email should reach
|
||||
the Odoo database, and display the :ref:`red envelope <red_envelop>`.
|
||||
|
||||
- Providing answers to the following questions:
|
||||
|
||||
- Is it a generic issue or is it specific to a use case? If yes, which one exactly?
|
||||
|
||||
- Is it working as expected? In case the email is sent using Odoo, the bounce email should reach
|
||||
the Odoo database and display the :ref:`red envelope <red_envelop>`.
|
||||
.. note::
|
||||
The bounce system parameter needs to be set in the technical settings in order for the database
|
||||
to correctly receive bounce messages. To access this setting, go to :menuselection:`Settings app
|
||||
--> Technical menu --> Parameters --> System Parameters`. Then select the parameter name
|
||||
:guilabel:`mail.bounce.alias` and set the value to `bounce` if it isn't already set.
|
||||
|
||||
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|
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Loading…
Reference in New Issue
Block a user