Answer to a ticket by email

[marien-probesys]

Depends on #43

Estimated time: 2 days

User story

As a requester or observer,
I want to answer to a ticket by email,
so I can give more information about my problem and answer to the questions of the support / assigned user.

Overview

Starting from now, users will be able to add answers to existing tickets.

At point 3 of #43:

1. extract an ID from the email
2. check the ID corresponds to an existing ticket in DB, that the ticket is not "closed" and that the user has permission to answer (and mark the MailboxEmail as failing if he can't)
3. extract the content from the email, and create a message in the ticket
4. mark the MailboxEmail as processed

Technical aspects

Tracking the ticket ID

To improve the chance to find the ID, we'll insert it in three places:

• in the Message-ID
• the title of the email (e.g. Re: [#42] It doesn't work)
• the content of the email (e.g. =-=-=-= Ticket #42 =-=-=-= , or in a <div id="ticket-number"> element)

[marien-probesys]

What’s remaining:

• extract the ID from the Message-ID/In-Reply-To
• extract the ID from the body will not do immediately, let's see during Clean the answer from the email content #378