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Service desk feature #6219

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MartinDelille opened this issue Mar 1, 2019 · 3 comments
Open

Service desk feature #6219

MartinDelille opened this issue Mar 1, 2019 · 3 comments
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type/proposal The new feature has not been accepted yet but needs to be discussed first.

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@MartinDelille
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There is an awesome feature in Gitlab Enterprise Edition that I would love to see in Gitea called Service Desk: https://docs.gitlab.com/ee/user/project/service_desk.html

The idea is to manage the relation with your user throught issue that are created by email.
@lunny lunny added the type/proposal The new feature has not been accepted yet but needs to be discussed first. label Mar 1, 2019
This was referenced Mar 1, 2019
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@JFronny
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JFronny commented Oct 22, 2022

Since no one has picked this up: I have implemented a naive version of this feature as a seperate service here, which you might be able to use in the meantime (no guarantees, though)

@KN4CK3R KN4CK3R mentioned this issue Dec 7, 2022
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lunny added a commit that referenced this issue Jan 14, 2023
@KN4CK3R @silverwind @lunny
Add support for incoming emails (#22056)
fc037b4 
closes #13585
fixes #9067
fixes #2386
ref #6226
ref #6219
fixes #745

This PR adds support to process incoming emails to perform actions.
Currently I added handling of replies and unsubscribing from
issues/pulls. In contrast to #13585 the IMAP IDLE command is used
instead of polling which results (in my opinion 😉) in cleaner code.

Procedure:
- When sending an issue/pull reply email, a token is generated which is
present in the Reply-To and References header.
- IMAP IDLE waits until a new email arrives
- The token tells which action should be performed

A possible signature and/or reply gets stripped from the content.

I added a new service to the drone pipeline to test the receiving of
incoming mails. If we keep this in, we may test our outgoing emails too
in future.

Co-authored-by: silverwind <me@silverwind.io>
Co-authored-by: Lunny Xiao <xiaolunwen@gmail.com>
@laurivosandi
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I am also looking forward to replacing Freescout in our setup and Gitea seems great candidate. With #22056 I think there isn't much left to be done, just add codepath for creating new issue from mail without token

@lunny
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lunny commented Sep 5, 2023

Which tasks left? Let's try to clarify.

  • creating issues/creating comments from incoming email
  • remember which emails have participated this conversation
  • send emails to others when one comment posted from UI or from email

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@lunny @laurivosandi @MartinDelille @JFronny