Support #235: Redmine
Thread support emails
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.
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