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Updated by Yauheni Suhakou 1 day ago
As a customer
I want to reply to the helpdesk's email
so that my answer is added to my existing request instead of creating a new one.
### **Acceptance criteria**
* A reply is recognised by the email headers that refer to an earlier email of the same thread (`In-Reply-To`, `References`).
* If those headers are missing, the work package number in the subject (e.g. `[#123]`) is used, but only when:
* the work package was created from an email of the same mailbox, and
* the sender is the requester or one of its recipients. Otherwise the email creates a new work package.
* A recognised reply adds a comment to the work package:
* author: the help desk user, with "via email from %{sender}"
* text: the reply as plain text, same rules as for new emails
* attachments: added to the work package
* Quoted text of earlier emails is removed from the comment where it can be recognised reliably.
* Replies to closed work packages are still added as comments. The status doesn't change.
* Replies to a work package that was deleted create a new work package.
### **Technical notes**
* Uses the stored Message-IDs of incoming and outgoing emails for matching
* Same filters and duplicate check as work package 2
### **Permissions and visibility considerations**
* To whom is this feature visible?
* Comments are visible like any comment on the work package.
* When is it not visible?
* Same as work package 2
### **Translation considerations**
* "via email from %{sender}" (shared with 2)
### **Out of scope**
* Reopening closed work packages automatically
* Replies from agents by email (agents answer in OpenProject; "reply to recipients" is ITSM-33)
* Adding new CC addresses from replies as recipients (see open question)
### **Open question**
* Should people added in CC of a reply become recipients? It's convenient, but anyone who gets a copy could then add themselves. Suggestion: no in 18.0.
I want to reply to the helpdesk's email
so that my answer is added to my existing request instead of creating a new one.
### **Acceptance criteria**
* A reply is recognised by the email headers that refer to an earlier email of the same thread (`In-Reply-To`, `References`).
* If those headers are missing, the work package number in the subject (e.g. `[#123]`) is used, but only when:
* the work package was created from an email of the same mailbox, and
* the sender is the requester or one of its recipients. Otherwise the email creates a new work package.
* A recognised reply adds a comment to the work package:
* author: the help desk user, with "via email from %{sender}"
* text: the reply as plain text, same rules as for new emails
* attachments: added to the work package
* Quoted text of earlier emails is removed from the comment where it can be recognised reliably.
* Replies to closed work packages are still added as comments. The status doesn't change.
* Replies to a work package that was deleted create a new work package.
### **Technical notes**
* Uses the stored Message-IDs of incoming and outgoing emails for matching
* Same filters and duplicate check as work package 2
### **Permissions and visibility considerations**
* To whom is this feature visible?
* Comments are visible like any comment on the work package.
* When is it not visible?
* Same as work package 2
### **Translation considerations**
* "via email from %{sender}" (shared with 2)
### **Out of scope**
* Reopening closed work packages automatically
* Replies from agents by email (agents answer in OpenProject; "reply to recipients" is ITSM-33)
* Adding new CC addresses from replies as recipients (see open question)
### **Open question**
* Should people added in CC of a reply become recipients? It's convenient, but anyone who gets a copy could then add themselves. Suggestion: no in 18.0.