# Feature ITSM-33 - Outbound email processing

Project: Stream IT service management (ITSM)
Status: in development
URL: https://community.openproject.org/work_packages/ITSM-33

## Planning

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

## OPEN POINTS / FEEDBACK

_No work packages_

## Features and Chunks

| ID | Subject | Type | Status | Assignee | Target versions | Spent time |
| --- | --- | --- | --- | --- | --- | --- |
| ITSM-53 | Send the confirmation email | Implementation | in development | Yauheni Suhakou |  |  |
| ITSM-54 | Confirm new requests by email | Implementation | new |  |  |  |
| ITSM-55 | Reply to recipients from the activity | Implementation | new |  |  |  |

## Bugs and other work packages

_No work packages_

## Technical Details

| Attribute | Value |
| --- | --- |
| Module |  |
| Feature Flag |  |
| Requires doc change | No |
| Enterprise plan |  |

## Details

| Attribute | Value |
| --- | --- |
| Pull preview |  |
| Mockups | https://www.figma.com/design/j5SVCW79IrSECkxGrgAWuT/Helpdesk?node-id=19-37867 |
| Build Number |  |
| Found in mobile app version |  |
| Follow-up feedback e-mail |  |
| Accessibility | No |

## People

| Attribute | Value |
| --- | --- |
| Assignee | Yauheni Suhakou |
| 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

### Outbound email processing

For context and details, see <mention class="mention" data-id="81596" data-type="work_package" data-text="##SISMI-32" data-display-id="SISMI-32">\#\#SISMI-32</mention>.

  - If a new work package is created with the `Recipients` field, the user should receive an email containing the text including instructions on how to reply to that email.

  - If a comment is added to a work package, there is a dropdown for "**Reply to recipients**" similar to the already existing "Internal comment" (changed from a checkbox) that sends an e-mail to the people in the `Recipients` field.

  - All outbound emails should have the work package ID in the subject in the form of `[WORKPACKAGE-ID]`. The email should also contain the `References` header linking to the `Message-ID` of the last received email on that work package and should contain the `Auto-Submitted: yes` header.

  - The `Message-ID` of the outgoing email should be stored in the work package in such a way that the inbound processing can later use it to identify work packages. This record should be separate from the `Message-ID` storage that is used to deduplicate inbound emails.

### Acceptance criteria

  - The user receives an email with a corresponding work package ID after work package creation and for each new comment checked as "Reply to recipients" on the work package.

  - Replies to this email are correctly identified and linked to the work package.

### Out of scope

  - Pretty formatting