Administrative Einstellungen
Weiterfuehrende Einstellungen zum E-Mail-Routing (Posteingang/Postausgang) und
Phasen-Automatisierungen mit Eskalations-Mails.
⚙️ Posteingangs- und Postausgangsserver einstellen
Pfad: Einstellungen weiter unten im Abschnitt E-Mails auf
Posteingangsserver oder Postausgangsserver.
Bei Multi-Company-Setup unerlaesslich, damit Mails aus den richtigen Company-Aliases
herausgehen. zusätzlich sind Einstellungen beim Benutzer seitens IT nötig – siehe
Anlage neuer User.
⚙️ Automatisierungen der Phasen einstellen
Pfad: Kundendienst -> Tickets -> Zahnraedchen der Phase -> Automatisierungen
🎫 Anwendungsbeispiel: Stale-Ticket-Reminder
In der Automatisierung werden Tickets ohne Rückmeldung nach einer bestimmten Zeit
in eine andere, hier eingestellte Phase verschoben. zusätzlich kann eine E-Mail
ausgesendet werden.
flowchart TD
T[Ticket in Phase X] --> TIME{Zeit ohne
Rückmeldung?}
TIME -->|Schwellwert überschritten| MOV[Ticket in Phase Y verschieben]
MOV --> EM[E-Mail-Vorlage senden]
EM --> LOG[Ticket-Log Eintrag]
style EM fill:#fff4b3
📧 E-Mail-Konfiguration
- Aktion hinzufuegen -> E-Mail versenden wählen
- E-Mail-Vorlage wählen
- Mit der Maus Über die Vorlage fahren -> rechts das Symbol anklicken
- In der Vorlage Body, Empfaenger, Betreff und Platzhalter konfigurieren
Weiterführende Doku
- Offizielle Odoo-Dokumentation zum Helpdesk-Modul
- Useradminstration – Multi-Company-Postfach-Berechtigungen
Migriert am 2026-05-27 aus SharePoint Wiki ODOO.
quelle: SharePoint Original
Migrations-Hinweis: Aus dem SharePoint WikiODOO ins XWiki migriert und nach dem Wiki-Standard aufbereitet (Inhaltsverzeichnis, Emoji-Navigation).
Original-Quelle: WikiODOO (SharePoint)
Migration & Aufbereitung: Dimitri Rupp via ClaudeAI
Verwandte Themen
Kuratiert — kann direkt im Editor ergänzt werden://
Failed to execute the [velocity] macro. Cause: [The execution of the [velocity] script macro is not allowed in [xwiki:IT-Wiki.Makros.Verwandte-Themen.WebHome]. Check the rights of its last author or the parameters if it's rendered from another script.]. Click on this message for details.
org.xwiki.rendering.macro.MacroExecutionException: The execution of the [velocity] script macro is not allowed in [xwiki:IT-Wiki.Makros.Verwandte-Themen.WebHome]. Check the rights of its last author or the parameters if it's rendered from another script.
at org.xwiki.rendering.macro.script.AbstractScriptMacro.execute(AbstractScriptMacro.java:178)
at org.xwiki.rendering.macro.script.AbstractScriptMacro.execute(AbstractScriptMacro.java:58)
at org.xwiki.rendering.internal.transformation.macro.MacroTransformation.transform(MacroTransformation.java:441)
at org.xwiki.rendering.internal.transformation.DefaultRenderingContext.transformInContext(DefaultRenderingContext.java:183)
at org.xwiki.rendering.internal.transformation.DefaultTransformationManager.performTransformations(DefaultTransformationManager.java:88)
at org.xwiki.display.internal.DocumentContentAsyncExecutor.executeInCurrentExecutionContext(DocumentContentAsyncExecutor.java:397)
at org.xwiki.display.internal.DocumentContentAsyncExecutor.execute(DocumentContentAsyncExecutor.java:269)
at org.xwiki.display.internal.DocumentContentAsyncRenderer.execute(DocumentContentAsyncRenderer.java:112)
at org.xwiki.rendering.async.internal.block.AbstractBlockAsyncRenderer.render(AbstractBlockAsyncRenderer.java:157)
at org.xwiki.rendering.async.internal.block.AbstractBlockAsyncRenderer.render(AbstractBlockAsyncRenderer.java:54)
at org.xwiki.rendering.async.internal.DefaultAsyncRendererExecutor.syncRender(DefaultAsyncRendererExecutor.java:290)
at org.xwiki.rendering.async.internal.DefaultAsyncRendererExecutor.render(DefaultAsyncRendererExecutor.java:267)
at org.xwiki.rendering.async.internal.block.DefaultBlockAsyncRendererExecutor.execute(DefaultBlockAsyncRendererExecutor.java:125)
at org.xwiki.display.internal.DocumentContentDisplayer.display(DocumentContentDisplayer.java:93)
at org.xwiki.display.internal.DocumentContentDisplayer.display(DocumentContentDisplayer.java:46)
at org.xwiki.display.internal.DefaultDocumentDisplayer.display(DefaultDocumentDisplayer.java:96)
at org.xwiki.display.internal.DefaultDocumentDisplayer.display(DefaultDocumentDisplayer.java:39)
at org.xwiki.sheet.internal.SheetDocumentDisplayer.display(SheetDocumentDisplayer.java:123)
at org.xwiki.sheet.internal.SheetDocumentDisplayer.display(SheetDocumentDisplayer.java:52)
at org.xwiki.display.internal.ConfiguredDocumentDisplayer.display(ConfiguredDocumentDisplayer.java:68)
at org.xwiki.display.internal.ConfiguredDocumentDisplayer.display(ConfiguredDocumentDisplayer.java:42)
at com.xpn.xwiki.doc.XWikiDocument.display(XWikiDocument.java:1433)
at com.xpn.xwiki.doc.XWikiDocument.getRenderedContent(XWikiDocument.java:1569)
at com.xpn.xwiki.doc.XWikiDocument.displayDocument(XWikiDocument.java:1519)
at com.xpn.xwiki.doc.XWikiDocument.displayDocument(XWikiDocument.java:1488)
at com.xpn.xwiki.api.Document.displayDocument(Document.java:822)
at jdk.internal.reflect.GeneratedMethodAccessor599.invoke(Unknown Source)
at java.base/jdk.internal.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
at java.base/java.lang.reflect.Method.invoke(Unknown Source)
at org.apache.velocity.util.introspection.UberspectImpl$VelMethodImpl.doInvoke(UberspectImpl.java:571)
at org.apache.velocity.util.introspection.UberspectImpl$VelMethodImpl.invoke(UberspectImpl.java:554)
at org.apache.velocity.runtime.parser.node.ASTMethod.execute(ASTMethod.java:221)
at org.apache.velocity.runtime.parser.node.ASTReference.execute(ASTReference.java:368)
at org.apache.velocity.runtime.parser.node.ASTReference.value(ASTReference.java:704)
at org.apache.velocity.runtime.parser.node.ASTExpression.value(ASTExpression.java:75)
at org.apache.velocity.runtime.parser.node.ASTSetDirective.render(ASTSetDirective.java:242)
at org.apache.velocity.runtime.parser.node.ASTBlock.render(ASTBlock.java:147)
at org.apache.velocity.runtime.parser.node.SimpleNode.render(SimpleNode.java:439)
at org.apache.velocity.runtime.parser.node.ASTIfStatement.render(ASTIfStatement.java:190)
at org.apache.velocity.runtime.parser.node.ASTBlock.render(ASTBlock.java:147)
at org.xwiki.velocity.internal.directive.TryCatchDirective.render(TryCatchDirective.java:86)
at org.apache.velocity.runtime.parser.node.ASTDirective.render(ASTDirective.java:304)
at org.apache.velocity.runtime.parser.node.SimpleNode.render(SimpleNode.java:439)
at org.apache.velocity.Template.merge(Template.java:358)
at org.apache.velocity.Template.merge(Template.java:262)
at org.xwiki.velocity.internal.InternalVelocityEngine.evaluate(InternalVelocityEngine.java:233)
at com.xpn.xwiki.internal.template.VelocityTemplateEvaluator.evaluateContent(VelocityTemplateEvaluator.java:107)
at com.xpn.xwiki.internal.template.TemplateAsyncRenderer.evaluateContent(TemplateAsyncRenderer.java:219)
at com.xpn.xwiki.internal.template.TemplateAsyncRenderer.renderVelocity(TemplateAsyncRenderer.java:174)
at com.xpn.xwiki.internal.template.TemplateAsyncRenderer.render(TemplateAsyncRenderer.java:135)
at com.xpn.xwiki.internal.template.TemplateAsyncRenderer.render(TemplateAsyncRenderer.java:54)
at org.xwiki.rendering.async.internal.DefaultAsyncRendererExecutor.lambda$syncRender$0(DefaultAsyncRendererExecutor.java:284)
at com.xpn.xwiki.internal.security.authorization.DefaultAuthorExecutor.call(DefaultAuthorExecutor.java:98)
at org.xwiki.rendering.async.internal.DefaultAsyncRendererExecutor.syncRender(DefaultAsyncRendererExecutor.java:284)
at org.xwiki.rendering.async.internal.DefaultAsyncRendererExecutor.render(DefaultAsyncRendererExecutor.java:267)
at org.xwiki.rendering.async.internal.block.DefaultBlockAsyncRendererExecutor.render(DefaultBlockAsyncRendererExecutor.java:154)
at com.xpn.xwiki.internal.template.InternalTemplateManager.render(InternalTemplateManager.java:869)
at com.xpn.xwiki.internal.template.InternalTemplateManager.renderFromSkin(InternalTemplateManager.java:831)
at com.xpn.xwiki.internal.template.InternalTemplateManager.render(InternalTemplateManager.java:818)
at com.xpn.xwiki.internal.template.InternalTemplateManager.renderNoException(InternalTemplateManager.java:773)
at com.xpn.xwiki.internal.template.InternalTemplateManager.renderNoException(InternalTemplateManager.java:765)
at com.xpn.xwiki.internal.template.DefaultTemplateManager.renderNoException(DefaultTemplateManager.java:79)
at com.xpn.xwiki.internal.template.DefaultTemplateManager.renderNoException(DefaultTemplateManager.java:73)
at org.xwiki.template.script.TemplateScriptService.render(TemplateScriptService.java:54)
at jdk.internal.reflect.GeneratedMethodAccessor173.invoke(Unknown Source)
at java.base/jdk.internal.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
at java.base/java.lang.reflect.Method.invoke(Unknown Source)
at org.apache.velocity.util.introspection.UberspectImpl$VelMethodImpl.doInvoke(UberspectImpl.java:571)
at org.apache.velocity.util.introspection.UberspectImpl$VelMethodImpl.invoke(UberspectImpl.java:554)
at org.apache.velocity.runtime.parser.node.ASTMethod.execute(ASTMethod.java:221)
at org.apache.velocity.runtime.parser.node.ASTReference.execute(ASTReference.java:368)
at org.apache.velocity.runtime.parser.node.ASTReference.render(ASTReference.java:492)
at org.apache.velocity.runtime.parser.node.ASTBlock.render(ASTBlock.java:147)
at org.apache.velocity.runtime.directive.VelocimacroProxy.render(VelocimacroProxy.java:217)
at org.apache.velocity.runtime.directive.RuntimeMacro.render(RuntimeMacro.java:331)
at org.apache.velocity.runtime.directive.RuntimeMacro.render(RuntimeMacro.java:261)
at org.apache.velocity.runtime.parser.node.ASTDirective.render(ASTDirective.java:304)
at org.apache.velocity.runtime.parser.node.SimpleNode.render(SimpleNode.java:439)
at org.apache.velocity.Template.merge(Template.java:358)
at org.apache.velocity.Template.merge(Template.java:262)
at org.xwiki.velocity.internal.InternalVelocityEngine.evaluate(InternalVelocityEngine.java:233)
at com.xpn.xwiki.internal.template.VelocityTemplateEvaluator.evaluateContent(VelocityTemplateEvaluator.java:107)
at com.xpn.xwiki.internal.template.TemplateAsyncRenderer.evaluateContent(TemplateAsyncRenderer.java:219)
at com.xpn.xwiki.internal.template.TemplateAsyncRenderer.renderVelocity(TemplateAsyncRenderer.java:174)
at com.xpn.xwiki.internal.template.TemplateAsyncRenderer.render(TemplateAsyncRenderer.java:135)
at com.xpn.xwiki.internal.template.TemplateAsyncRenderer.render(TemplateAsyncRenderer.java:54)
at org.xwiki.rendering.async.internal.DefaultAsyncRendererExecutor.lambda$syncRender$0(DefaultAsyncRendererExecutor.java:284)
at com.xpn.xwiki.internal.security.authorization.DefaultAuthorExecutor.call(DefaultAuthorExecutor.java:98)
at org.xwiki.rendering.async.internal.DefaultAsyncRendererExecutor.syncRender(DefaultAsyncRendererExecutor.java:284)
at org.xwiki.rendering.async.internal.DefaultAsyncRendererExecutor.render(DefaultAsyncRendererExecutor.java:267)
at org.xwiki.rendering.async.internal.block.DefaultBlockAsyncRendererExecutor.render(DefaultBlockAsyncRendererExecutor.java:154)
at com.xpn.xwiki.internal.template.InternalTemplateManager.render(InternalTemplateManager.java:869)
at com.xpn.xwiki.internal.template.InternalTemplateManager.renderFromSkin(InternalTemplateManager.java:831)
at com.xpn.xwiki.internal.template.InternalTemplateManager.render(InternalTemplateManager.java:818)
at com.xpn.xwiki.internal.template.InternalTemplateManager.renderNoException(InternalTemplateManager.java:773)
at com.xpn.xwiki.internal.template.InternalTemplateManager.renderNoException(InternalTemplateManager.java:765)
at com.xpn.xwiki.internal.template.DefaultTemplateManager.renderNoException(DefaultTemplateManager.java:79)
at com.xpn.xwiki.internal.template.DefaultTemplateManager.renderNoException(DefaultTemplateManager.java:73)
at org.xwiki.template.script.TemplateScriptService.render(TemplateScriptService.java:54)
at jdk.internal.reflect.GeneratedMethodAccessor173.invoke(Unknown Source)
at java.base/jdk.internal.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
at java.base/java.lang.reflect.Method.invoke(Unknown Source)
at org.apache.velocity.util.introspection.UberspectImpl$VelMethodImpl.doInvoke(UberspectImpl.java:571)
at org.apache.velocity.util.introspection.UberspectImpl$VelMethodImpl.invoke(UberspectImpl.java:554)
at org.apache.velocity.runtime.parser.node.ASTMethod.execute(ASTMethod.java:221)
at org.apache.velocity.runtime.parser.node.ASTReference.execute(ASTReference.java:368)
at org.apache.velocity.runtime.parser.node.ASTReference.render(ASTReference.java:492)
at org.apache.velocity.runtime.parser.node.ASTBlock.render(ASTBlock.java:147)
at org.apache.velocity.runtime.directive.VelocimacroProxy.render(VelocimacroProxy.java:217)
at org.apache.velocity.runtime.directive.RuntimeMacro.render(RuntimeMacro.java:331)
at org.apache.velocity.runtime.directive.RuntimeMacro.render(RuntimeMacro.java:261)
at org.apache.velocity.runtime.parser.node.ASTDirective.render(ASTDirective.java:304)
at org.apache.velocity.runtime.parser.node.ASTBlock.render(ASTBlock.java:147)
at org.apache.velocity.runtime.parser.node.ASTIfStatement.render(ASTIfStatement.java:171)
at org.apache.velocity.runtime.parser.node.ASTBlock.render(ASTBlock.java:147)
at org.apache.velocity.runtime.parser.node.SimpleNode.render(SimpleNode.java:439)
at org.apache.velocity.runtime.parser.node.ASTIfStatement.render(ASTIfStatement.java:190)
at org.apache.velocity.runtime.parser.node.SimpleNode.render(SimpleNode.java:439)
at org.apache.velocity.Template.merge(Template.java:358)
at org.apache.velocity.Template.merge(Template.java:262)
at org.xwiki.velocity.internal.InternalVelocityEngine.evaluate(InternalVelocityEngine.java:233)
at com.xpn.xwiki.internal.template.VelocityTemplateEvaluator.evaluateContent(VelocityTemplateEvaluator.java:107)
at com.xpn.xwiki.internal.template.TemplateAsyncRenderer.evaluateContent(TemplateAsyncRenderer.java:219)
at com.xpn.xwiki.internal.template.TemplateAsyncRenderer.renderVelocity(TemplateAsyncRenderer.java:174)
at com.xpn.xwiki.internal.template.TemplateAsyncRenderer.render(TemplateAsyncRenderer.java:135)
at com.xpn.xwiki.internal.template.TemplateAsyncRenderer.render(TemplateAsyncRenderer.java:54)
at org.xwiki.rendering.async.internal.DefaultAsyncRendererExecutor.lambda$syncRender$0(DefaultAsyncRendererExecutor.java:284)
at com.xpn.xwiki.internal.security.authorization.DefaultAuthorExecutor.call(DefaultAuthorExecutor.java:98)
at org.xwiki.rendering.async.internal.DefaultAsyncRendererExecutor.syncRender(DefaultAsyncRendererExecutor.java:284)
at org.xwiki.rendering.async.internal.DefaultAsyncRendererExecutor.render(DefaultAsyncRendererExecutor.java:267)
at org.xwiki.rendering.async.internal.block.DefaultBlockAsyncRendererExecutor.render(DefaultBlockAsyncRendererExecutor.java:154)
at com.xpn.xwiki.internal.template.InternalTemplateManager.render(InternalTemplateManager.java:869)
at com.xpn.xwiki.internal.template.InternalTemplateManager.renderFromSkin(InternalTemplateManager.java:831)
at com.xpn.xwiki.internal.template.InternalTemplateManager.renderFromSkin(InternalTemplateManager.java:811)
at com.xpn.xwiki.internal.template.InternalTemplateManager.render(InternalTemplateManager.java:797)
at com.xpn.xwiki.internal.template.DefaultTemplateManager.render(DefaultTemplateManager.java:91)
at com.xpn.xwiki.internal.template.DefaultTemplateManager.render(DefaultTemplateManager.java:85)
at com.xpn.xwiki.XWiki.evaluateTemplate(XWiki.java:2552)
at com.xpn.xwiki.web.Utils.parseTemplate(Utils.java:180)
at com.xpn.xwiki.web.XWikiAction.execute(XWikiAction.java:651)
at com.xpn.xwiki.web.XWikiAction.execute(XWikiAction.java:339)
at com.xpn.xwiki.web.LegacyActionServlet.service(LegacyActionServlet.java:111)
at jakarta.servlet.http.HttpServlet.service(HttpServlet.java:723)
at org.eclipse.jetty.ee11.servlet.ServletHolder$NotAsync.service(ServletHolder.java:1397)
at org.eclipse.jetty.ee11.servlet.ServletHolder.handle(ServletHolder.java:754)
at org.eclipse.jetty.ee11.servlet.ServletHandler$ChainEnd.doFilter(ServletHandler.java:1668)
at com.xpn.xwiki.web.ActionFilter.doFilter(ActionFilter.java:123)
at org.eclipse.jetty.ee11.servlet.FilterHolder.doFilter(FilterHolder.java:205)
at org.eclipse.jetty.ee11.servlet.ServletHandler$Chain.doFilter(ServletHandler.java:1640)
at org.xwiki.wysiwyg.filter.ConversionFilter.doFilter(ConversionFilter.java:71)
at org.eclipse.jetty.ee11.servlet.FilterHolder.doFilter(FilterHolder.java:205)
at org.eclipse.jetty.ee11.servlet.ServletHandler$Chain.doFilter(ServletHandler.java:1640)
at org.xwiki.container.servlet.filters.internal.SetHTTPHeaderFilter.doFilter(SetHTTPHeaderFilter.java:66)
at org.eclipse.jetty.ee11.servlet.FilterHolder.doFilter(FilterHolder.java:205)
at org.eclipse.jetty.ee11.servlet.ServletHandler$Chain.doFilter(ServletHandler.java:1640)
at org.xwiki.resource.servlet.RoutingFilter.doFilter(RoutingFilter.java:135)
at org.eclipse.jetty.ee11.servlet.FilterHolder.doFilter(FilterHolder.java:205)
at org.eclipse.jetty.ee11.servlet.ServletHandler$Chain.doFilter(ServletHandler.java:1640)
at org.xwiki.container.servlet.filters.internal.SavedRequestRestorerFilter.doFilter(SavedRequestRestorerFilter.java:212)
at org.eclipse.jetty.ee11.servlet.FilterHolder.doFilter(FilterHolder.java:205)
at org.eclipse.jetty.ee11.servlet.ServletHandler$Chain.doFilter(ServletHandler.java:1640)
at org.xwiki.container.servlet.filters.internal.SafeRedirectFilter.doFilter(SafeRedirectFilter.java:106)
at org.eclipse.jetty.ee11.servlet.FilterHolder.doFilter(FilterHolder.java:205)
at org.eclipse.jetty.ee11.servlet.ServletHandler$Chain.doFilter(ServletHandler.java:1640)
at org.xwiki.container.servlet.filters.internal.ResolveRelativeRedirectFilter.doFilter(ResolveRelativeRedirectFilter.java:129)
at org.eclipse.jetty.ee11.servlet.FilterHolder.doFilter(FilterHolder.java:205)
at org.eclipse.jetty.ee11.servlet.ServletHandler$Chain.doFilter(ServletHandler.java:1640)
at org.xwiki.container.servlet.filters.internal.SourceURLResolverFilter.doFilter(SourceURLResolverFilter.java:177)
at org.eclipse.jetty.ee11.servlet.FilterHolder.doFilter(FilterHolder.java:205)
at org.eclipse.jetty.ee11.servlet.ServletHandler$Chain.doFilter(ServletHandler.java:1640)
at org.xwiki.container.servlet.filters.internal.SetCharacterEncodingFilter.doFilter(SetCharacterEncodingFilter.java:120)
at org.eclipse.jetty.ee11.servlet.FilterHolder.doFilter(FilterHolder.java:208)
at org.eclipse.jetty.ee11.servlet.ServletHandler$Chain.doFilter(ServletHandler.java:1640)
at org.eclipse.jetty.ee11.websocket.servlet.WebSocketUpgradeFilter.doFilter(WebSocketUpgradeFilter.java:199)
at org.eclipse.jetty.ee11.servlet.FilterHolder.doFilter(FilterHolder.java:205)
at org.eclipse.jetty.ee11.servlet.ServletHandler$Chain.doFilter(ServletHandler.java:1640)
at org.eclipse.jetty.ee11.servlet.ServletHandler$MappedServlet.handle(ServletHandler.java:1602)
at org.eclipse.jetty.ee11.servlet.ServletChannel.dispatch(ServletChannel.java:871)
at org.eclipse.jetty.ee11.servlet.ServletChannel.handle(ServletChannel.java:449)
at org.eclipse.jetty.ee11.servlet.ServletHandler.handle(ServletHandler.java:469)
at org.eclipse.jetty.security.SecurityHandler.handle(SecurityHandler.java:546)
at org.eclipse.jetty.ee11.servlet.SessionHandler.handle(SessionHandler.java:763)
at org.eclipse.jetty.server.handler.ContextHandler.handle(ContextHandler.java:1226)
at org.eclipse.jetty.server.handler.ContextHandlerCollection.handle(ContextHandlerCollection.java:178)
at org.eclipse.jetty.server.Server.handle(Server.java:197)
at org.eclipse.jetty.server.internal.HttpChannelState$HandlerInvoker.run(HttpChannelState.java:788)
at org.eclipse.jetty.server.internal.HttpConnection.onFillable(HttpConnection.java:420)
at org.eclipse.jetty.server.internal.HttpConnection$FillableCallback.succeeded(HttpConnection.java:1809)
at org.eclipse.jetty.io.FillInterest.fillable(FillInterest.java:105)
at org.eclipse.jetty.io.SelectableChannelEndPoint$1.run(SelectableChannelEndPoint.java:54)
at org.eclipse.jetty.util.thread.QueuedThreadPool.runJob(QueuedThreadPool.java:1009)
at org.eclipse.jetty.util.thread.QueuedThreadPool$Runner.doRunJob(QueuedThreadPool.java:1240)
at org.eclipse.jetty.util.thread.QueuedThreadPool$Runner.run(QueuedThreadPool.java:1194)
at java.base/java.lang.Thread.run(Unknown Source)
Status: Migriert — Team-Review ausstehend · Owner: (festlegen) · Letzter Review: 2026-06-11