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Friday, May 1, 2026
1 change · saas-18.2
Resolved issues and error corrections
Steps to reproduce: ------------------------ 1. Install the Helpdesk. 2. Go to Settings → Technical → Sequences and set the next number to 100. 3. Create a ticket and send a message using the "Helpdesk: Ticket Received" mail template; Observe that the correct reference (100) is used. (Open the full composer to use "Load template") 4. Now send a message using the "Helpdesk: Ticket Closed" mail template and Observe that it displays the database ID (e.g., 1) instead of the reference. C
Original PR description
Steps to reproduce: ------------------------ 1. Install the Helpdesk. 2. Go to Settings → Technical → Sequences and set the next number to 100. 3. Create a ticket and send a message using the…
Steps to reproduce: ------------------------ 1. Install the Helpdesk. 2. Go to Settings → Technical → Sequences and set the next number to 100. 3. Create a ticket and send a message using the "Helpdesk: Ticket Received" mail template; Observe that the correct reference (100) is used. (Open the full composer to use "Load template") 4. Now send a message using the "Helpdesk: Ticket Closed" mail template and Observe that it displays the database ID (e.g., 1) instead of the reference. Cause: ------ `new_ticket_request_email_template` uses the ticket reference(`object.ticket_ref`) correctly. https://github.com/odoo/enterprise/blob/d39e291ba89ad018ba6f5f9591d280a834822f27/helpdesk/data/mail_template_data.xml#L18-L19 However, the `solved_ticket_request_email_template` uses the database ID (`object.id`) instead of the actual ticket reference (`object.ticket_ref`), leading to inconsistent references in customer communications. related commit: 3ed5273 Solution: --------- Update `solved_ticket_request_email_template` to use `object.ticket_ref` instead of `object.id` opw-6087466 Forward-Port-Of: odoo/enterprise#113932