[18.0][IMP] helpdesk_mgmt exclude emails from auto reply

helpdesk_mgmt/README.rst

@@ -115,6 +115,16 @@ Tags
 
 |image5|
 
+Auto-reply Ignore List
+----------------------
+
+To prevent automatic replies from being sent to certain senders (e.g.
+monitoring systems, no-reply addresses, or mailing lists):
+
+1. Go to *Helpdesk > Settings*.
+2. Select one or more contacts in the **Auto-reply ignored partners** field.
+   Only contacts that have an email address are shown.
+
 Permissions
 -----------
 

helpdesk_mgmt/models/helpdesk_ticket.py

@@ -1,5 +1,6 @@
 from odoo import api, fields, models, tools
 from odoo.exceptions import AccessError
+from odoo.tools import email_normalize
 
 
 class HelpdeskTicket(models.Model):
@@ -307,6 +308,16 @@ def _track_template(self, tracking):
         res = super()._track_template(tracking)
         ticket = self[0]
         if "stage_id" in tracking and ticket.stage_id.mail_template_id:
+            # Skip auto-reply if the sender's email matches an ignored partner
+            ignored_emails = {
+                email_normalize(p.email)
+                for p in ticket.company_id.helpdesk_mgmt_autoreply_ignored_partners
+                if p.email
+            }
+            ignored_emails.discard(False)
+            ticket_email = email_normalize(ticket.partner_email or "")
+            if ticket_email and ticket_email in ignored_emails:
+                return res
             res["stage_id"] = (
                 ticket.stage_id.mail_template_id,
                 {

helpdesk_mgmt/models/res_company.py

@@ -33,3 +33,13 @@ class Company(models.Model):
         string="Auto assign tickets",
         default=True,
     )
+    helpdesk_mgmt_autoreply_ignored_partners = fields.Many2many(
+        comodel_name="res.partner",
+        relation="helpdesk_mgmt_company_autoreply_ignored_partner_rel",
+        column1="company_id",
+        column2="partner_id",
+        string="Auto-reply ignored partners",
+        domain=[("email", "!=", False)],
+        help="Partners whose email address will not receive an automatic reply "
+        "when a helpdesk ticket is created from their email.",
+    )

helpdesk_mgmt/models/res_config_settings.py

@@ -32,3 +32,7 @@ class ResConfigSettings(models.TransientModel):
         related="company_id.helpdesk_mgmt_ticket_auto_assign",
         readonly=False,
     )
+    helpdesk_mgmt_autoreply_ignored_partners = fields.Many2many(
+        related="company_id.helpdesk_mgmt_autoreply_ignored_partners",
+        readonly=False,
+    )

helpdesk_mgmt/readme/CONFIGURE.md

@@ -67,6 +67,15 @@ in the list view.
 
 ![](../static/description/Tags.PNG)
 
+## Auto-reply Ignore List
+
+To prevent automatic replies from being sent to certain senders (e.g.
+monitoring systems, no-reply addresses, or mailing lists):
+
+1.  Go to *Helpdesk \> Settings*.
+2.  Select one or more contacts in the **Auto-reply ignored partners** field.
+    Only contacts that have an email address are shown.
+
 ## Permissions
 
 There are restrictions to read tickets according to the user's

helpdesk_mgmt/tests/test_helpdesk_fetchmail.py

@@ -81,3 +81,118 @@ def test_message_process_missing_channel(self):
         self.assertEqual(ticket_id.name, "Need backup")
         # ensure that the channel is not set
         self.assertFalse(ticket_id.channel_id)
+
+    def _create_autoreply_template(self):
+        """Return a minimal mail.template for helpdesk.ticket."""
+        return self.env["mail.template"].create(
+            {
+                "name": "Test Auto Reply",
+                "model_id": self.env.ref("helpdesk_mgmt.model_helpdesk_ticket").id,
+                "subject": "We received your ticket",
+                "body_html": "<p>Thank you for contacting us!</p>",
+            }
+        )
+
+    def _create_ignored_partner(self, email, name=None):
+        """Create a res.partner with the given email and add it to the company's
+        autoreply ignore list."""
+        partner = self.env["res.partner"].create(
+            {"name": name or email, "email": email}
+        )
+        self.company.helpdesk_mgmt_autoreply_ignored_partners = [(4, partner.id)]
+        return partner
+
+    def test_autoreply_sent_for_normal_email(self):
+        """_track_template includes the stage template for a non-ignored sender."""
+        mail_template = self._create_autoreply_template()
+        self.new_stage.mail_template_id = mail_template
+        # configure an ignored partner whose email differs from the ticket sender
+        self._create_ignored_partner("noreply@monitoring.example.com")
+        ticket = self.env["helpdesk.ticket"].create(
+            {
+                "name": "Normal customer ticket",
+                "description": "I need help",
+                "team_id": self.team_a.id,
+                "stage_id": self.new_stage.id,
+                "partner_email": "customer@example.com",
+            }
+        )
+        result = ticket._track_template({"stage_id": self.new_stage})
+        self.assertIn(
+            "stage_id",
+            result,
+            "Auto-reply template should be present for a non-ignored sender.",
+        )
+
+    def test_autoreply_not_sent_for_ignored_partner(self):
+        """Stage template is skipped when the ticket sender is an ignored partner."""
+        mail_template = self._create_autoreply_template()
+        self.new_stage.mail_template_id = mail_template
+        ignored_email = "noreply@monitoring.example.com"
+        self._create_ignored_partner(ignored_email)
+        ticket = self.env["helpdesk.ticket"].create(
+            {
+                "name": "Alert from monitoring system",
+                "description": "Automated alert",
+                "team_id": self.team_a.id,
+                "stage_id": self.new_stage.id,
+                "partner_email": ignored_email,
+            }
+        )
+        result = ticket._track_template({"stage_id": self.new_stage})
+        self.assertNotIn(
+            "stage_id",
+            result,
+            "Auto-reply template should be absent for an ignored sender.",
+        )
+
+    def test_autoreply_ignored_partner_email_is_normalized(self):
+        """Ignore list matching is case-insensitive (via email_normalize)."""
+        mail_template = self._create_autoreply_template()
+        self.new_stage.mail_template_id = mail_template
+        # store the partner's address in upper case
+        self._create_ignored_partner("NOREPLY@MONITORING.EXAMPLE.COM")
+        ticket = self.env["helpdesk.ticket"].create(
+            {
+                "name": "Alert from monitoring system",
+                "description": "Automated alert",
+                "team_id": self.team_a.id,
+                "stage_id": self.new_stage.id,
+                # ticket arrives with the address in a display-name format
+                "partner_email": "Monitoring Bot <noreply@monitoring.example.com>",
+            }
+        )
+        result = ticket._track_template({"stage_id": self.new_stage})
+        self.assertNotIn(
+            "stage_id",
+            result,
+            "Ignore list matching should normalize both sides via email_normalize.",
+        )
+
+    def test_autoreply_multiple_ignored_partners(self):
+        """Multiple ignored partners all suppress the auto-reply."""
+        mail_template = self._create_autoreply_template()
+        self.new_stage.mail_template_id = mail_template
+        emails = [
+            "alerts@example.com",
+            "noreply@example.com",
+            "monitoring@example.com",
+        ]
+        for email in emails:
+            self._create_ignored_partner(email)
+        for email in emails:
+            ticket = self.env["helpdesk.ticket"].create(
+                {
+                    "name": f"Alert from {email}",
+                    "description": "Automated alert",
+                    "team_id": self.team_a.id,
+                    "stage_id": self.new_stage.id,
+                    "partner_email": email,
+                }
+            )
+            result = ticket._track_template({"stage_id": self.new_stage})
+            self.assertNotIn(
+                "stage_id",
+                result,
+                f"Auto-reply should be suppressed for ignored address {email}.",
+            )

helpdesk_mgmt/views/res_config_settings_views.xml

@@ -115,6 +115,18 @@
                                 </div>
                             </div>
                         </setting>
+                        <setting
+                            id="helpdesk_mgmt_autoreply_ignored_partners"
+                            string="Auto-reply ignored partners"
+                            help="Partners whose email address will never receive an automatic reply when a ticket is created from their email."
+                        >
+                            <field
+                                name="helpdesk_mgmt_autoreply_ignored_partners"
+                                widget="many2many_tags"
+                                domain="[('email', '!=', False)]"
+                                options="{'no_create_edit': True}"
+                            />
+                        </setting>
                     </block>
                 </app>
             </xpath>