# Epic ITSM-21 - Create work packages by sending emails to helpdesk address

Project: Stream IT service management (ITSM)
Status: in development
URL: https://community.openproject.org/work_packages/ITSM-21

## Detailed specification

### Motivation and background information

### Acceptance criteria

Please refer to the subtasks for a detailed specification. The acceptance criteria for this iteration overall are:

*   Projects can configure IMAP/SMTP credentials that use the mail server provided by the instance admin
    
*   Incoming emails are processed into a work package _(or a comment in case of a reply to an existing WP)_
    
*   Email attachments are added to the `Files` tab and linked in the respective description/comment
    
*   OpenProject users with the correct project permissions can comment on the work package and an email is sent out as a reply to the original sender _(and anyone in CC)_ if the comment is marked as "_Reply to Recipients_"

### Out of scope

*   A full customer service portal
    
*   Multiple mail servers per instance
    
*   Multiple mailboxes per project
    
*   OAuth
    
*   Pretty formatting
    

These will be introduced in later iterations.

| Attribute | Value |
| --- | --- |
| Mockups | https://www.figma.com/design/j5SVCW79IrSECkxGrgAWuT/Helpdesk?node-id=0-1&t=KvubYO4MF4w1c659-1 |

## Planning

| Attribute | Value |
| --- | --- |
| Roadmap | 2026 Q4 |
| Date |  |
| Votes | 10 |
| List | openDesk, RM ITSM |
| Target versions | 18.0.0 |
| Relevance |  |

## Subitems

| ID | Type | Subject | Status | Assignee | Target versions | Project | Priority | Spent time |
| --- | --- | --- | --- | --- | --- | --- | --- | --- |
| ITSM-22 | Feature | Helpdesk Settings in Administration | in development |  | 18.0.0 | Stream IT service management (ITSM) | Medium |  |
| ITSM-31 | Feature | Project admin helpdesk settings | in development |  | 18.0.0 | Stream IT service management (ITSM) | Medium |  |
| ITSM-32 | Feature | Inbound email processing | in development | Yauheni Suhakou | 18.0.0 | Stream IT service management (ITSM) | Medium |  |
| ITSM-33 | Feature | Outbound email processing | in development | Yauheni Suhakou | 18.0.0 | Stream IT service management (ITSM) | Medium |  |
| ITSM-46 | Open Point | IMAP server in the docker env for testing? | new | Arthur Bonic |  | Stream IT service management (ITSM) | Medium |  |
| ITSM-47 | Open Point | IMAP/SMTP server for our own 'dog fooding' and QA? | decided | Arthur Bonic |  | Stream IT service management (ITSM) | Medium |  |

## Bugs and other work packages

| ID | Type | Subject | Status | Assignee | Target versions | Module |
| --- | --- | --- | --- | --- | --- | --- |
| ITSM-24 | Task | Specify ticket system requirements | closed |  |  |  |
| ITSM-30 | Task | How to enable inbound email feature for all customers on SaaS? | rejected |  |  |  |
| ITSM-47 | Open Point | IMAP/SMTP server for our own 'dog fooding' and QA? | decided | Arthur Bonic |  |  |
| ITSM-46 | Open Point | IMAP server in the docker env for testing? | new | Arthur Bonic |  |  |

## Details

| Attribute | Value |
| --- | --- |
| Module |  |
| Enterprise plan | Community (COM) |
| Labels |  |

## People

| Attribute | Value |
| --- | --- |
| Assignee | Nova Bonic |
| Accountable | Nova Bonic |
| Product manager | Nova Bonic |
| Designer | Marc Alcobé |
| Developers | OP Dev Titan Team |
| Requested by |  |
| Interest by |  |

## Estimates and progress

| Attribute | Value |
| --- | --- |
| Work | 50d 0h · Σ 50d 0h |

## Description

**As a** project admin

**I want to** enable people to create work packages by sending emails to a helpdesk address and receiving replies via email

**So that I** lower the barrier to interact with teams that manage their workflows with OpenProject.

## General Overview

**Project admins** with the `Manage helpdesk` permission can set up _work package creation_ via IMAP inboxes and _notification delivery_ via SMTP. A project admin will be able to configure their IMAP and SMTP credentials for an IMAP and SMTP server **(provided by the instance admin globally in this iteration)** in their project. The configuration also involves setting up a work package template.

When a person writes to the helpdesk email address, OpenProject **receives** the email, **creates** a work package, and **deletes** the email from the inbox. If the email cannot be processed, OpenProject marks it as read and leaves it in the inbox so an admin can deal with it via their mail client.

When a work package is created, the person who wrote the initial email - as well as anyone in CC - gets notified via email. If the person replies to this notification, their reply gets added to the work package as a comment. If the email contains attachments, the attachments are added to the **Files** tab and linked in the respective description/comment.

When an OpenProject user writes a comment in the OpenProject interface and that comment is marked as "**Reply to Recipients**" similar to an internal comment, the person - and anyone originally in CC - gets an email with the contents of that comment.