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Support #330

Support #235: Redmine

Thread support emails

Added by Lari Taskula 4 months ago. Updated 4 months ago.

Status:
New
Priority:
Normal
Assignee:
-
Start date:
10.09.2020
Due date:
% Done:

0%

Estimated time:
Spent time:

Description

Our private email support plugin has a feature that creates new issues into Support project and links them to the original issue via email subject's [HN #xxx] issue id tag.

Add a feature to our private email support plugin that, by reading email headers, creates a new issue in the Support project if the e-mail does not already belong to any existing thread. Otherwise include the e-mail as a comment to an existing Support project issue.

An e-mail contains headers called "Message-ID" and "In-Reply-To"/"References"/"Original-Message-ID"

They can be used to group emails into threads.

See https://stackoverflow.com/a/288795

First draft of the algorithm:

(This draft assumes our Redmine issues are able to define a custom field "Message-ID")

     Redmine recieves an email with tag [HN #123] in the subject
                                   |
                      read email's Message-ID header
                                   |
                  search Redmine issues for a match in 
                    issue's Message-ID custom field
                    /                           \
               no match                          match
                   |                                \ ------> it's a duplicate, ignore
          read email's headers:
 In-Reply-To/References/Original-Message-ID        
                  |
search issues for matching Message-ID
                  |                  \
               no match             match
                  |                     \--------> add email as a comment into the Support issue with matching Message-ID
                  |
create a new issue and set related to issue #123

History

#1

Updated by Lari Taskula 4 months ago

  • Description updated (diff)
#2

Updated by Lari Taskula 4 months ago

  • Description updated (diff)
#3

Updated by Lari Taskula 4 months ago

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#4

Updated by Lari Taskula 4 months ago

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#5

Updated by Lari Taskula 4 months ago

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#6

Updated by Lari Taskula 4 months ago

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#7

Updated by Lari Taskula 4 months ago

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#8

Updated by Lari Taskula 4 months ago

  • Description updated (diff)
#9

Updated by Lari Taskula 4 months ago

  • Description updated (diff)

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