[18.0][FIX] helpdesk_ticket_partner_response: Error on New Ticket

[CristianoMafraJunior]

Fixes #963

Summary

Fix stage auto-update not working when tickets are received via fetchmail,
and prevent a crash when a new email creates a ticket for the first time.

Problems Fixed

1. TypeError on new incoming emails

When a brand new email arrived with no existing ticket, routes[0][1]
(the ticket ID) was None. The code called int(None) without any guard,
crashing with:

TypeError: int() argument must be a string, a bytes-like object
or a real number, not 'NoneType'

This happened every time a customer sent a new support request by email,
making it impossible to receive tickets from the inbox.

2. Stage never changed when email arrived via fetchmail

The original code identified the sender by looking up the route user
(routes[0][3]) and comparing their partner with the ticket customer:

partner_id = (
    self.env["res.users"]
    .search([("id", "=", routes[0][3])], limit=1)
    .partner_id.id
)
if partner_id == ticket.partner_id.id:
    ...

When emails are processed via fetchmail, that user is always OdooBot or
the cron user, never the actual customer. So the partner comparison always
failed and the stage update never happened — the feature was silently broken
for all email-based workflows.

3. browse() result not validated against the database

browse(id) in Odoo always returns a non-empty recordset even if the record
does not exist in the database. A bare if ticket: check would always be
True for any non-zero ID. ticket.exists() was added to perform the
actual database check.

Changes

models/mail_thread.py

• Added if ticket_id: guard before browse() to safely skip new incoming
  emails with no existing ticket
• message_dict is now passed to change_status_ticket_from_portal so the
  real email sender (author_id) can be read from the parsed message headers
• Replaced the route user lookup with message_dict.get("author_id") to
  correctly identify the customer regardless of how the email was delivered
  (portal, fetchmail, etc.)
• Replaced if ticket: with ticket.exists() for a proper database
  existence check

Before:

def change_status_ticket_from_portal(self, routes):
    if routes and routes[0][0] == "helpdesk.ticket":
        ticket_id = routes[0][1]
        ticket = self.env["helpdesk.ticket"].sudo().browse(int(ticket_id))
        partner_id = (
            self.env["res.users"]
            .search([("id", "=", routes[0][3])], limit=1)
            .partner_id.id
        )
        if (
            ticket
            and partner_id == ticket.partner_id.id
            and ticket.team_id.autoupdate_ticket_stage
            and ticket.stage_id in ticket.team_id.autopupdate_src_stage_ids
        ):
            ticket.stage_id = ticket.team_id.autopupdate_dest_stage_id.id

After:

def change_status_ticket_from_portal(self, routes, message_dict=None):
    if routes and routes[0][0] == "helpdesk.ticket":
        ticket_id = routes[0][1]
        if ticket_id:
            ticket = self.env["helpdesk.ticket"].sudo().browse(int(ticket_id))
            author_id = message_dict and message_dict.get("author_id")
            if (
                ticket.exists()
                and author_id == ticket.partner_id.id
                and ticket.team_id.autoupdate_ticket_stage
                and ticket.stage_id in ticket.team_id.autopupdate_src_stage_ids
            ):
                ticket.stage_id = ticket.team_id.autopupdate_dest_stage_id.id

tests/test_partner_response.py

• message_process() helper now accepts an optional email_from parameter
  to allow simulating different senders in tests
• Added test_no_change_stage_non_customer_through_mail: verifies that an
  email from a non-customer (e.g. internal user) does not trigger a stage
  change — this is the key behavioral test for the author_id fix
• Added test_new_ticket_via_email_no_crash: reproduces the TypeError
  scenario (no thread_id) and ensures no exception is raised
• Added test_ticket_without_team_no_crash: ensures a ticket with no team
  assigned does not crash on an incoming email reply; stage must remain
  unchanged since there is no autoupdate configuration
• Added docstrings to all tests to document the intent of each scenario

Test Coverage

Test	Scenario
test_change_stage_customer_answered	Customer replies via portal → stage changes
test_no_change_stage_customer_answered	Source stage not in configured list → no change
test_change_stage_deactivated	Autoupdate disabled on team → no change
test_change_stage_customer_answered_through_mail	Customer replies via fetchmail → stage changes
test_no_change_stage_customer_answered_through_mail	Source stage not in configured list → no change
test_change_stage_deactivated_through_mail	Autoupdate disabled → no change
test_no_change_stage_non_customer_through_mail	Email from non-customer → no change (new)
test_new_ticket_via_email_no_crash	New email, no existing ticket → no crash (new)
test_ticket_without_team_no_crash	Ticket with no team → no crash, stage unchanged (new)

cc @agent-z28

[OCA-git-bot]

Hi @peluko00,
some modules you are maintaining are being modified, check this out!

[peluko00]

LGTM! Code review

[pedrobaeza]

The issue is mentioning a problem in the previous line:

ticket = self.env["helpdesk.ticket"].sudo().browse(int(ticket_id))
TypeError: int() argument must be a string, a bytes-like object or a real number, not 'NoneType'

so this is not solving that problem, as the line remains untouched.

[CristianoMafraJunior]

The issue is mentioning a problem in the previous line:

ticket = self.env["helpdesk.ticket"].sudo().browse(int(ticket_id))
TypeError: int() argument must be a string, a bytes-like object or a real number, not 'NoneType'

so this is not solving that problem, as the line remains untouched.

The email routing can send routes[0][1] as None (when the ticket/thread is being created), so the old code crashed at int(ticket_id).
I changed change_status_ticket_from_portal() to guard against that case:

• If ticket_id is None (or cannot be converted to an integer), the method simply returns without crashing.
• Only when we have a valid numeric ticket_id do we browse() the ticket and apply the stage auto-update logic.

[pedrobaeza]

No need of this one.

[pedrobaeza]

Don't add empty lines inside the method.

[github-actions]

There hasn't been any activity on this pull request in the past 4 months, so it has been marked as stale and it will be closed automatically if no further activity occurs in the next 30 days.
If you want this PR to never become stale, please ask a PSC member to apply the "no stale" label.

[marcelsavegnago]

ping @CristianoMafraJunior