# Feature ITSM-22 - Helpdesk Settings in Administration

Project: Stream IT service management (ITSM)
Status: in development
URL: https://community.openproject.org/work_packages/ITSM-22

## Planning

| Attribute | Value |
| --- | --- |
| Date |  |
| Priority | Medium |
| Target versions | 18.0.0 |
| Votes |  |
| List |  |
| Roadmap |  |
| Relevance |  |

## OPEN POINTS / FEEDBACK

| ID | Subject | Status | Decision |
| --- | --- | --- | --- |
| ITSM-27 | How to integrate ENV variable configuration? | new |  |

## Features and Chunks

| ID | Subject | Type | Status | Assignee | Target versions | Spent time |
| --- | --- | --- | --- | --- | --- | --- |
| ITSM-34 | Helpdesk: database architecture and models | Implementation | closed | Yauheni Suhakou |  |  |
| ITSM-35 | Helpdesk: mail server administration | Implementation | in development | Eric Schubert | 18.0.0 |  |
| ITSM-36 | Helpdesk: mail server health check | Implementation | new |  |  |  |
| ITSM-37 | Helpdesk: enabling the helpdesk and the help desk user | Implementation | new |  |  |  |

## Bugs and other work packages

| ID | Type | Subject | Status | Assignee | Target versions | Spent time | Module |
| --- | --- | --- | --- | --- | --- | --- | --- |
| ITSM-23 | Task | Set up local environment for email | rejected |  |  |  |  |
| OP-20515 | Bug | How does configuration caching affect the user experience? | new |  |  |  |  |

## Technical Details

| Attribute | Value |
| --- | --- |
| Module | Administration / Incoming emails |
| Feature Flag |  |
| Requires doc change | No |
| Enterprise plan |  |

## Details

| Attribute | Value |
| --- | --- |
| Pull preview |  |
| Mockups | https://www.figma.com/design/j5SVCW79IrSECkxGrgAWuT/Helpdesk?node-id=13-21839&t=KvubYO4MF4w1c659-4 |
| Build Number |  |
| Found in mobile app version |  |
| Follow-up feedback e-mail |  |
| Accessibility | No |

## People

| Attribute | Value |
| --- | --- |
| Assignee |  |
| Accountable |  |
| Product manager |  |
| Developers |  |
| Designer |  |
| Ordered by |  |
| Signed off by |  |
| Interest by |  |

## Estimates and progress

| Attribute | Value |
| --- | --- |
| PD (min) |  |
| PD (max) |  |
| Work |  |
| Labor costs |  |

## Description

## Helpdesk Settings in Administration

The OpenProject administration menu should receive a new menu item called `Helpdesk`. In this menu item, the administrator has the option to enable helpdesk functionality instance-wide.

When Helpdesk is enabled, a system user, who is the **owner for all Helpdesk work packages**, is automatically created. This user should not count towards the Enterprise quota and should not be removable. The admin should be able to **rename or customize this system user** (except for removing it). Furthermore, the instance admin should be able to set up **one IMAP and one SMTP server** that can be used across all projects' helpdesks *(where applicable)* for this iteration.

## Mail server

  - OpenProject itself has no mechanism to stop email spoofing and assumes that the mail server performs SPF, DKIM, and DMARC checks, and quarantines emails that fail this check. This should be documented and communicated to the project admin on this interface.

  - We expect email servers to be configured with modern encryption. Therefore, the Helpdesk module should refuse to connect servers without a proper TLS certificate or outdated encryption settings (below TLS 1.2).

The forms for **IMAP** and **SMTP** should consist of the following fields each:

  - Server name (must be a hostname, IP addresses are not accepted)

  - Server port (default: 993 for IMAP and 465 for SMTP)

  - Encryption (STARTTLS or TLS - Port 993 and 465 default to TLS, otherwise STARTTLS)

  - Minimum TLS version (1.2 or 1.3, defaults to 1.2)

  - Authentication type: Plain-text password (meaning `LOGIN` or `PLAIN`)

Due to their insecure nature, the system should *not* support the following mechanisms:

  - password-encrypted (e.g. `CRAM-MD5` or `DIGEST-MD5`)

  - NTLM

  - client-IP-address

  - none

Due to their relatively low usage rates, the following authentication mechanisms will not be supported:

  - TLS-client-cert

  - GSSAPI

> Later iterations may add automatic discovery based on the email address.

## Out of Scope

  - Centralized inbox and SMTP management in the administration

  - Multiple system users

  - Multiple mail servers

  - Project admin mail server changes

  - OAuth (will  be added in later iteration, see <mention class="mention" data-id="81777" data-type="work_package" data-text="###ITSM-41" data-display-id="ITSM-41">\#\#\#ITSM-41</mention>)

  - <mention class="mention" data-id="65268" data-type="work_package" data-text="##SISMI-27" data-display-id="SISMI-27">\#\#SISMI-27</mention>